Consumer complaint received 2024-04-30 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Affirm Holdings, Inc
State: NJ

Complaint narrative:
On XX/XX/year>, I attempted to make a purchase of three airline tickets through affirm in the amount of {$2000.00}. Each ticket was for {$750.00}. I also had a {$250.00} XXXX XXXX gift card that was applied to the transaction ( {$2200.00} ). I was approved by affirm for purchases up to {$2400.00}. I chose the option to pay by the Affirm card which asks how much you would like to load onto the pre-approved card to cover your purchase. I input {$2000.00} which was enough to cover the charges. Unbeknownst to me, merchants require more than the amount available on the card to complete the purchase, unlike a regular debit/credit card which captures the exact amount. XXXX attempted to charge the card in the amount of {$2000.00} and the charge was declined. XXXX tickets are immediately canceled and voided due to insufficient funds. These tickets were never produced, a total of {$1500.00}. XXXX confirmed this when I called to inquire about not receiving my reservation. On my affirm account it showed that the transaction went through and was processing for the entire amount, {$2000.00}, however XXXX confirmed the transaction did not go through. Out of the three tickets, one ticket was processed and paid for using my affirm pre-paid card in the amount of {$500.00} ( {$750.00} - {$250.00} Gift Card ). On Friday, XX/XX/year>, I contacted XXXX and spoke with a supervisor who explained the remaining two tickets on the reservation needed to be paid for as only one ticket was paid for. When we attempted to charge the Affirm card in the amount of {$1500.00}, the card was declined. I explained to the XXXX supervisor that on my Affirm account, I could see the {$500.00} charge processed, {$750.00} as an unused amount, and a pending amount of {$1200.00}. XXXX stated that they never attempted a charge for {$1200.00} and do not know how Affirm came up with this amount as it doesn't reflect the amounts of the remaining two tickets. They advised me to wait for any pending charges to drop off within 72 hours and to call back to make a new reservation for the remaining two tickets. On Sunday, XX/XX/year>, I decided to request to cancel the 1 ticket that was purchased since the remaining 2 tickets were voided and not processed, as none of the tickets could now be placed on the same reservation. XXXX quickly refunded the one ticket that was purchased in the transaction, {$500.00}. This took about 24 hours to reflect on my affirm account. On Monday, XX/XX/year>, I received an email from Affirm stating my loan was finalized and the entire amount of {$2000.00} was processed and I owed monthly payments in the amount of {$200.00} beginning XX/XX/year>. I immediately contacted Affirm and told them that the transaction with XXXX failed and they refunded the one ticket in the amount of {$500.00}, which could be now seen on the Affirm App and made available to be seen in Affirm 's system. I requested to speak with a supervisor because Affirm 's system shows that I have a purchased amount even though the transaction was canceled. I also informed the Supervisor with Affirm that XXXX never made an attempt for the pending amount of {$1200.00}, and this is an error on Affirm 's side. The representative stated that they received the refunded amount of {$500.00} from XXXX and that this mysterious pending charge should update in the system and go away with 3-5 days. The supervisor told me to call back in a week and speak with a supervisor to ensure the charge has dropped and the loan is canceled out or they will escalate the concern. I contacted Affirm today, XX/XX/year>, to inform them that the pending charge that XXXX never processed is still showing as pending and the full amount of the loan is still showing owed, even though XXXX refunded the {$500.00} and never charged the amount pending of {$1200.00}. I was asked again if I contacted XXXX, which I had, and XXXX informed me the issue is with Affirm and not XXXX, because they never attempted the pending charge. Affirm 's system is clearly showing false charges in an effort to get me to make payments on a loan that's fraudulent. When I was on hold to speak to a supervisor, the representative from Affirm disconnected with me twice. The third time I was holding I spoke with a supervisor who said I needed to provide documentation from XXXX stating they will drop the pending charges. XXXX never attempted to charge the pending amount of {$1200.00} and this is an error on Affirm 's side, so there is no documentation to provide. The only documentation that could be provided is the {$500.00} that was already refunded by XXXX, which is not necessary because this refunded amount shows in Affirm 's App. On XXXX XXXX, Affirm will begin deducting {$200.00} from my account for a Loan that is fraudulent because I never received the airline tickets from XXXX and the what was charged was already refunded back to Affirm. Affirm is refusing to close out the disputed loan due to their own system error. This is fraudulent and illegal to charge me for something I never received just because there system is flawed and malfunctioning. I told them that if this is not settled, I will file a complaint with the CFPB. The disconnected the call and have been unresponsive to my claim.

Company response to consumer: Closed with explanation