Consumer complaint received 2025-09-24 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: NV

Complaint narrative:
Subject : Formal Complaint Against Affirm Holdings , Inc. and XXXX XXXX Consumer Protection Violations and Negligent Customer Service Dear [ Regulatory Agency/Consumer Protection Board ] , I am filing this formal complaint against Affirm Holdings , Inc. and XXXX XXXX for their failure to provide adequate consumer protection, negligent customer service practices, and refusal to resolve a legitimate dispute involving a {$700.00} purchase that was not received due to shipping carrier error. 
CASE DETAILS : * Affirm Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX * Purchase Amount : {$700.00} ( expensive designer jacket ) * Date of Purchase : XXXX * Shipping Carrier : XXXX SUMMARY OF EVENTS : XXXX XXXX Failure to Provide Merchant Support : I purchased a {$700.00} designer jacket through XXXX. The item was shipped via XXXX, but XXXX misreported the delivery status. Despite providing clear evidence-XXXX submitted a blurry image of someone's legs as " proof of delivery '' that did not match my address-XXXX customer service refused to open a tracer with XXXX or provide any meaningful assistance. 
2. Affirms Systematic Failure in Dispute Resolution : Over 6 weeks, Affirm repeatedly reopened and closed the same dispute three times-each with copy-paste responses claiming " tracking number proves delivery. '' Customer service, including a supervisor named XXXX, ignored the photographic evidence of delivery fraud and failed to follow standard dispute investigation procedures. Despite a perfect record with XXXX past successful purchases, Affirm refused to escalate my case or take my evidence seriously. 

CONSUMER HARM : * Loss of {$700.00} for merchandise never received * Hours spent dealing with unhelpful customer service * Emotional distress from being dismissed despite clear evidence * Damage to my credit relationship due to Affirms mishandling VIOLATIONS OF CONSUMER PROTECTION LAWS : Affirm : * Failure to conduct reasonable dispute investigations per Buy Now Pay Later regulations * Deceptive messaging and disregard for submitted evidence * Violation of Fair Credit Reporting Act dispute resolution requirements XXXX : * Refusal to assist with legitimate shipping disputes * Abdication of merchant responsibility for facilitating shipment and resolution WARNING TO OTHER CONSUMERS : Both Affirm and XXXX offerno meaningful protection or customer service. Their processes favor merchants over buyers, and public marketing claims about consumer support are misleading. 

REQUESTED RESOLUTION : * Investigate both companies for consumer protection violations * Require Affirm to improve dispute resolution training and policies * Require XXXX to offer meaningful merchant support for shipping issues * Issue warnings about these companies practices * Consider enforcement to prevent further consumer harm I have documentation supporting these claims : * XXXX tracking photos * Email correspondence * Dispute records * Screenshots of XXXX refusal to help Thank you for your attention to this matter. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation