Consumer complaint received 2026-05-13 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Affirm Holdings, Inc
State: CA

Complaint narrative:
I am filing a complaint regarding Affirms handling of a merchant dispute and subsequent credit reporting. On or around XX/XX/year>, I placed an order through a merchant using Affirm financing. The order consisted of four separate items. Shortly after the purchase, it became clear that the merchant had not fulfilled or shipped the order as represented. During the dispute period, the tracking information provided by the merchant repeatedly showed only label created and did not show the package as actually shipped or in transit. Because the order had not been fulfilled, I opened multiple disputes with Affirm and repeatedly submitted evidence documenting that the merchant had not shipped the items as claimed. This included screenshots, tracking records, and shipment status information showing no carrier movement or possession of the package during relevant periods. During this process, the merchant represented that all items had been shipped. However, only two items were initially delivered ( on XX/XX/XXXX, 6 weeks after order was placed ). The merchant later represented that the remaining items had also been shipped, but again, only one additional item was delivered ( on XX/XX/XXXX ). The final remaining item ( of highest value ) was not delivered until a third shipment was sent in XX/XX/year>, approximately two months after the original order date. That final shipment was delivered on XX/XX/year>. Throughout this process, I continued providing Affirm with updated documentation demonstrating that the order had not been fulfilled as represented by the merchant. Despite these inconsistencies and incomplete deliveries, Affirm repeatedly resolved the disputes in favor of the merchant. Each time Affirm closed a dispute, I reopened it immediately and continued submitting supporting evidence because the order still had not been fully delivered. Once the final item was received, I paid the remaining balance owed to Affirm in two payments. However, despite the account being actively and repeatedly disputed during the prolonged non-fulfillment period, Affirm reported late payments to the credit bureaus. I believe Affirm failed to conduct a reasonable investigation into the dispute and improperly furnished derogatory credit information despite extensive notice that : * the transaction was actively disputed, * the merchants fulfillment representations were inconsistent with actual deliveries, * and the order remained only partially fulfilled for an extended period of time. I am requesting : 1. Removal or correction of all derogatory credit reporting associated with this transaction, including any reported late payments related to the disputed period. 2. Verification of the information Affirm furnished to the credit bureaus, including whether the account was reported as disputed. 3. A written explanation of the investigation process used by Affirm to repeatedly deny the disputes despite inconsistent shipment and fulfillment records. 4. Copies of the evidence and verification relied upon by Affirm when repeatedly deciding the disputes in favor of the merchant. 5. Confirmation that no additional negative reporting, collection activity, or adverse account notation related to this transaction will occur. 6. Review of Affirms dispute handling procedures to ensure consumer-submitted evidence is meaningfully evaluated during investigations. The core issue is not that I ultimately refused payment. I paid the balance once the order was finally fulfilled. The issue is that Affirm reported derogatory information during a prolonged and actively disputed non-fulfillment period despite repeated evidence that the merchant had not fulfilled the order as represented. I have retained documentation supporting my position, including dispute records, tracking screenshots, correspondence, shipment records, and payment records.

Company response to consumer: Closed with explanation