Consumer complaint received 2025-12-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: TX

Complaint narrative:
On XX/XX/year> I purchased two separate items from merchant XXXX. So my first purchase order # XXXX was through third party Affirm. I wanted to see if I would actually get approved for the items which to my surprised I did. However there was another cart open through third party online merchant that advertised for XXXX which I wanted to see what was in the cart. Unaware of the immediate purchase two other items were purchased.I immediately contacted the merchant XXXX to cancel all items due to the phone number at the time was always busy so theres no way to contact the merchant immediately I did submit an email at XXXX. I was very concerned with the business as the number was always busy and the email address was a XXXX account which, if it was a legitimate business sometimes it would have the business as the.com. However, I tried to have the merchant cancel my items immediately with no success.After several attempts to get the merchant to reply to my email about the cancellation I had to threaten XXXX with legal action if they did not respond. And on XX/XX/year> they finally responded and apologized and only canceled the item through their store. Order # XXXX I did receive a refund for that order, however for order XXXX they asked if I wanted to keep that order still and I said no cancel it. This order XXXX is the installment loan from Affirm. After not getting any response from the merchant XXXX of sending me verification that they sent the cancel order and responded to Affirm to cancel the installment loan I opened up a dispute with Affirm. I believe a firms dispute process does not help the customer in any way to resolve the issue. I also believe affirm commits consumer law, violations, and deceptive practices by predatory lending, unfair, debt collection/payments and bait and switch tactics. As a consumer, I felt helpless because it seemed that even though Affirm was the other party their practices are hopeless for customers .. the process that doesnt make sense is while in dispute if the merchant needs to send back the loan from my installment the merchant can not do that while the issue is in dispute. Which I think that is ridiculous because that would resolve one of the issues immediately. However Affirm has stated that while in dispute, the merchant can not forward back a refund. And the only way that dispute would be resolved as through the merchant efforts of sending confirmation of the canceled order regardless, if I had proof from the merchant showing the order being canceled Affirm shows that it will not accept it or take it into consideration. Even after I provided evidence from the merchant showing the canceled order via email and invoice showing the cancellation. Affirm reluctantly chose not to accept that and state that the merchant was found in favor of the dispute. I did ask Affirm what evidence did the merchant provide because I had the evidence to show in my favor from the merchant showing the canceled order and invoice showing the cancellation as well so two proof of cancellations to resolve the issue immediately. I feel that I need the bureaus help getting Affirm to close the dispute in my favor with the evidence and also the merchant XXXX  if provided false information stating that the loan was valid because they did not say it was a cancellation that I would like to hold the merchant and Affirm responsible for all violations as they chose to work together. I also would like to pursue any legal action against Affirm and the merchant because Affirm is favoring the merchant with false statements and also damaging my credit with late payments and balance because of this issue. And even if I resolve this issue with Affirm I believe they would retaliate against me and not offering me any more lines of credit because of the issue I escalated to the bureaus and potential lawsuits. I would like to utilize Affirms installment loans in the future however I believe through these actions, they will flag me. I also find it weird that Affirm found me in favor originally but immediately changed their position I believe from a false statement or whatever the merchant XXXX provided which can be fraudulent I believe. I have attached the emails from the merchant providing the canceled invoice and email with apologies and a screenshot from Affirm showing that they favored me in the dispute, but when I called them to see why the loan has not changed on the app, they stated that the merchant provided evidence that the loan was legit which is a lie. I have a lot of emails from Affirm going back-and-forth on my proof and other emails showing the attempts made to the merchant with no response back until. XX/XX/year> which was the canceled order emails. If you need the other emails, please let me know and I will try to find a way to provide the bulk of it but the most important documents I believe are the ones I have attached already.

Company response to consumer: Closed with explanation