Consumer complaint received 2025-05-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Affirm Holdings, Inc
State: ME

Complaint narrative:
Subject : Affirm Mishandled a Dispute, Marked Me Delinquent, and Destroyed My Credit Over {$17.00} in Return Fees Dear CRPB, Affirm promises that responsible, on-time payments build trust, increase credit access, and strengthen your financial standing. I believed that promise. Ive paid Affirm thousands of dollars in interest. I never missed a payment. I used Affirm specifically because they marketed themselves as a company that would reward consistency and transparency. 

But when I returned an item and challenged the nearly {$50.00} in shipping and restocking fees, I was told by Affirm to file a dispute and thats when everything changed. I followed their instructions exactly. The merchant refunded me ( minus return shipping ), but Affirm mishandled that refund internally and then blamed me. 

Throughout this process, I was never allowed to speak with a XXXX XXXX who could take responsibility. Instead, I was routed through multiple outsourced representatives who read scripted responses, misunderstood the issue, and provided contradictory information. When I asked to escalate, I was often told someone would call me back they never did. I was left fighting for my financial reputation with people who had no authority to resolve the problem. 

Timeline XX/XX/XXXX I received the item, contacted Affirm about the excessive return fees, and was told to file a dispute. 
XX/XX/XXXX The merchant issued a return label and waived part of the fee. I returned the item and called Affirm to cancel the dispute. They told me it would drop off. 
XX/XX/XXXX The merchant issued the refund. Affirm admitted their system glitched and bounced it back. 
XX/XX/XXXX A supervisor acknowledged the error and said I wouldnt be penalized. 
XX/XX/XXXX Despite this, Affirm marked me overdue for {$14.00} and dropped my credit line from ~ {$3000.00} to {$0.00}. 
XX/XX/XXXX I was locked out of my account, sent a survey, and warned of possible credit bureau reporting. 

What Actually Happened : Affirm told me to file a dispute to challenge the return fees I followed their instructions I returned the item I tried to cancel the dispute they said it would drop off The merchant issued a full refund minus {$17.00} Affirm used that {$17.00} to label me delinquent I never missed a payment and paid thousands in interest In return, they erased my credit, cut off my account, and threatened my financial reputation What I Am Asking For Full removal of the overdue status Written confirmation that nothing was or will be reported to credit bureaus Restoration of my full Affirm credit line Acknowledgment in writing that this resulted from Affirms internal failure not fraud or non-payment An investigation into whether Affirms promises to reward on-time payments constitute false advertising, given their contradictory behavior These are not isolated events. They reflect systemic failures, false advertising, and disregard for consumer protection. 

( Affirm has a documented history of mishandling my account. In one case, a fee was never listed in the app I only discovered it through a text message. When I reported it, Affirm removed over {$4000.00} in credit, even though I paid immediately and was never late. It happened again in XX/XX/XXXX with an {$18.00} charge that also didnt appear in the app. I called to flag it, and once again they retaliated by slashing my credit line. Both incidents show a pattern : Affirms system fails and Im the one punished. ) Closing : I followed instructions. I paid interest. I was loyal. Affirm punished me for all of it. Im not just asking for this to be fixed Im asking you to investigate how many others were misled the same way.

Company response to consumer: Closed with explanation