Consumer complaint received 2026-04-13 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: DC

Complaint narrative:
b'Company: Affirm, Inc.\nRelated Merchant: XXXX\nLoan ID: XXXX\n\nWhat happened (Consumer Narrative)\n\nI am filing this complaint against Affirm regarding its handling of my dispute involving a XXXX purchase financed through Affirm (Loan ID: XXXX).\n\nDespite my full compliance with all required dispute and return procedures, Affirm closed my dispute as Closed Merchant Favor, citing lack of sufficient evidence. This determination is inaccurate and unsupported by the facts.\n\nTo date, I have submitted the same supporting evidence six (6) separate times, including a copy of the email traffic that has been submitted with the paper emails i the mail:\n\nProof of attempted return within the required timeframe\n\XXXX written return instructions\n\nDocumentation showing that the return was refused after I followed XXXX direction\n\nEvidence that I was redirected to a third party that refused the return\n\nDespite these repeated submissions, Affirm has repeatedly claimed the evidence was not received or relied solely on XXXX statements without conducting an independent or reasonable investigation.\n\nKey undisputed facts:\n\nI followed XXXX stated return process exactly as instructed\n\nI attempted to return the item on time\n\XXXX and/or its third-party partner refused to accept the return\n\nAffirm disbursed loan funds directly to XXXX, not to me\n\nI never controlled, directed, or had visibility into how the funds were transferred\n\nAffirm is my lender. The financial settlement relationship exists between Affirm and XXXX, not between me and XXXX. As the consumer, I fulfilled my obligations. XXXX did not honor its own return rules, and Affirm improperly shifted the consequences of that failure onto me.\n\nAffirms decision to close this dispute in the merchants favorwhile disregarding repeatedly submitted documentationdoes not reflect a reasonable investigation and places me at risk of improper financial harm.\n\n\nOn XXXX XXXX XXXX, at XXXX XXXX XXXX XXXX wrote:\n\nDear Affirm and XXXX Review Team,\n\nI am writing to formally escalate this matter due to the continued failure to resolve my dispute, despite the fact that all requested evidence has now been submitted no fewer than six (6) times.\n\nI am also concerned to learn that XXXX is now claiming it is looking into the matter again, which only further highlights the lack of coordination and accountability in how this dispute has been handled.\n\nAt this point, I need to be very clear about the nature of this transaction and Affirms role:\n\nAffirm is my lender.\n\nAffirm disbursed the loan proceeds to XXXX, not to me.\n\nI did not control, direct, or even see how the funds were transferred.\n\nThe contractual payment and settlement relationship exists between Affirm and XXXX, not between me and XXXX.\n\nAs the consumer, I followed the rules exactly as provided:\n\nI attempted to return the item within the required timeframe\n\nI followed XXXX written return instructions\n\nI was directed to a third party, which then refused the return\n\XXXX did not honor its own stated return process\n\nDespite this, I am being held financially responsible for XXXX failure to follow its own procedures.\n\nIt is not reasonable for Affirm to rely solely on XXXX shifting statements while disregarding the documented evidence I have repeatedly provided. As the lender and reporting entity, Affirm has an independent obligation to conduct a reasonable investigation and to resolve disputes based on evidencenot convenience.\n\nAccordingly, I am requesting the following:\n\nWritten confirmation that all evidence submitted has been received and reviewed\n\nClarification of why XXXX unsupported claims have been given greater weight than documented proof\n\nIdentification of the Affirm department or legal reviewer responsible for this decision\n\nA clear timeline for resolution and correction of this account\n\nPlease understand that I am preserving all documentation, submission records, and communications. Continued inaction or reliance on inaccurate third-party statements will leave me no choice but to pursue further remedies.\n\nI expect Affirm, as my lender, to provide the level of assistance, investigation, and consumer protection required under the circumstances.\n\nSincerely,\XXXX XXXX XXXX\n\n\n\nBegin forwarded message:\n\nFrom: XXXX XXXX XXXX XXXX \nSubject: Fwd: Need Assistance Drop off your return in-store by Tue, XXXX XXXX\nDate: XXXX XXXX XXXX at XXXX XXXX XXXX\nTo: XXXX XXXX \n\n\n\n\nDear XXXX Corporate Customer Care Team:\n\nPlease help me get to the bottom of this problem without paying for Legal to assist me with returning the XXXX and getting my money back. I also do not like that Affirm is reporting to the Credit bureau that I am not paying my debt to XXXX on time. \n\nRegards \XXXX XXXX XXXX XXXX\n\n\n"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business . He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving an opportunity to do so." XXXX XXXX response:\nrom: XXXX Computer Video \nSubject: Re: XXXX contacted XXXX XXXX XXXX: Track Order, XXXX\nDate: XXXX XXXX XXXX at XXXX XXXX EST\nTo: XXXX XXXX \n\n??I am beyond sorry, but we are well outside of the return period. Today is XXXX XXXX, adn your purchase was XXXX XXXX. ________________________________ From: XXXX on behalf of XXXX XXXX Sent: Tuesday, XXXX XXXX XXXX XXXX XXXX To: XXXX Subject: Re: XXXX contacted XXXX XXXX XXXX: Track Order, XXXX ________________________________ Subject: Acknowledgment of Response from Datavision - Sales Order ID: XXXX XXXX XXXX Order No. XXXX Dear XXXX Customer Support, I am writing to acknowledge receipt of the response from XXXX at XXXX on XXXX XXXX XXXX, at XXXX XXXX regarding the following order and item: Sales Order ID: XXXX XXXX Order Number: XXXX Item: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Edition: Standard Glass Purchase Date: XXXX XXXX XXXX XXXX\'s response stated: "I am sorry but items purchased XXXX need to be returned 7/XXXX/25. We are well outside of the return period." I acknowledge receipt of this message and request that it be included in my official case record for this order and return dispute. In addition, I have the following information from the XXXX home page regarding this same order and return process on XXXX XXXX XXXX: * Order Number: XXXX * Return Location: Any XXXX store * Return Deadline: Please drop off your item by Tuesday, XXXX XXXX to complete your return. * Refund Process: A refund will be initiated once the return barcodes have been scanned. * Return Code: XXXX Furthermore, I attempted to return the item at the XXXX store located on XXXX XXXX on XXXX XXXX XXXX, but was advised by store personnel to contact XXXX for the return. I followed these instructions exactly as directed by XXXX, since the purchase was made through XXXX\'s platform. I respectfully request that XXXX review this matter and ensure that my return is processed in accordance with the return instructions and timeline reflected on my XXXX account. Please confirm that this acknowledgment and supporting details have been added to my file. Thank you for your time and attention. Sincerely, On XXXX XXXX XXXX, at XXXX XXXX XXXX Customer Service wrote: Dear XXXX XXXX, We\'ve contacted XXXX XXXX XXXX on your behalf for the order below. Someone from their team will contact you within 48 hours. Customer Order Number: XXXX Reason for Contact: Return/Replace - Changed Mind - Nothing is Wrong Item name/number: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Hard Drive Capacity: 256, Actual Color: Silver, Edition: Standard Glass/XXXX Thank you\n\n---------- Forwarded message ---------\nFrom: XXXX XXXX \nDate: Tue, XXXX XXXX XXXX at XXXXnSubject: Fwd: Need Assistance Drop off your return in-store by Tue, XXXX XXXX\nTo: XXXX XXXX\nFrom: XXXX XXXX \nSubject: Re: XXXX contacted XXXX XXXX XXXX: Track Order, XXXX\nDate: XXXX XXXX XXXX at XXXX XXXX EST\nTo: XXXX Customer Service , XXXXn\nSubject: Acknowledgment of Response from XXXX Sales Order ID: XXXX / XXXX Order No. XXXX\n\nDear XXXX Customer Support,\n\nI am writing to acknowledge receipt of the response from XXXX at XXXX on XXXX XXXX XXXX, at XXXX XXXX, regarding the following order and item:\n\nSales Order ID: XXXX\XXXX Order Number: XXXX\nItem: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nEdition: Standard Glass\nPurchase Date: XXXX XXXX XXXX\n\XXXX response stated:\n\nI am sorry but items purchased XXXX need to be returned XXXX. We are well outside of the return period.\n\nI acknowledge receipt of this message and request that it be included in my official case record for this order and return dispute.\n\nIn addition, I have the following information from the XXXX home page regarding this same order and return process on XXXX XXXX XXXX:\n\nOrder Number: XXXX\n\nReturn Location: Any XXXX store\n\nReturn Deadline: Please drop off your item by Tuesday, XXXX XXXX to complete your return.\n\nRefund Process: A refund will be initiated once the return barcodes have been scanned.\n\nReturn Code: XXXX\n\nFurthermore, I attempted to return the item at the XXXX store located on XXXX XXXX on XXXX XXXX XXXX, but was advised by store personnel to contact XXXX for the return. I followed these instructions exactly as directed by XXXX, since the purchase was made through XXXX platform.\n\nI respectfully request that XXXX review this matter and ensure that my return is processed in accordance with the return instructions and timeline reflected on my XXXX account.\n\nPlease confirm that this acknowledgment and supporting details have been added to my file.\n\nThank you for your time and attention.\n\nSincerely,\n\n\n\nOn XXXX XXXX XXXX at XXXX XXXX, XXXX Customer Service wrote:\n\nDear XXXX XXXX, \n\n\nWe\'ve contacted XXXX XXXX XXXX on your behalf for the order below. Someone from their team will contact you within 48 hours.\n\n\nCustomer Order Number: XXXX\nReason for Contact: Return/Replace - Changed Mind - Nothing is Wrong\nItem name/number: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Hard Drive Capacity: 256, Actual Color: Silver, Edition: Standard Glass/XXXX\n\n\nThank you, \nYour XXXX Customer Care Team\n\n\n\nBegin forwarded message:\n\nFrom: XXXX XXXX \nSubject: Need Assistance Drop off your return in-store by Tue, XXXX XXXXnDate: XXXX XXXX XXXX at XXXX XXXX EDT\nTo: XXXX\n\nHello\n\nI am reaching out regarding an XXXX XXXX that I purchased through XXXX, which I was informed must be returned directly to Datavision. Despite multiple attempts to resolve this matter with XXXX and your third-party representatives, I have not received a return address or shipping label.\n\nAt this time, I am still making payments for an item that I am not using. I respectfully request that XXXX provide me with the appropriate mailing address and instructions to return this XXXX so that I may resolve this matter quickly and stop further unnecessary payments.\n\nYour prompt assistance will be greatly appreciated. Please confirm the return details at your earliest convenience.\n\nRegards\XXXX XXXX\n\nBegin forwarded message:\n\nFrom: XXXX XXXX \nSubject: Re: Drop off your return in-store by Tue, XXXX XXXX\nDate: XXXX XXXX XXXX at XXXX XXXX EDT\nTo: XXXX\nCc: XXXX\n\nHello,\nI still have not heard from you and it has been well over the 48hours per instruction from XXXX. Heres the information I got from XXXX regarding their return policy with a 3rd party Vendor:\n\nContact the Seller: You can reach out to the third-party seller directly through your XXXX account. Sellers are required to respond to customers within 48 hours.\n\nEscalation to XXXX: If the seller fails to respond or resolve the issue within 48 hours, XXXX will step in to ensure a satisfactory resolution. You can contact XXXX customer service to report the lack of response from the seller.\n\nFor further details, you can review the XXXX Return Policy here.\n\nAre you going to respond to this email? \n\n THANKS!\XXXX XXXX\XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nOn XXXX XXXX XXXX, at XXXX XXXX, XXXX XXXX wrote:\n\nHello Customer Service\n\nSubject: Request for Return Label XXXX XXXX XXXX XXXX (Order #XXXX)\n\nDear DataVision Customer Support,\n\nI am contacting you regarding my recent purchase of an XXXX XXXX XXXX XXXX (Order Number: XXXX), which I attempted to return to XXXX. However, I was informed that because this item was sold by a third-party seller, I must coordinate the return directly with you.\n\XXXX provided me with the following return code: XXXX.\n\nPlease note that the XXXX return section briefly opened the XXXX during the return process at the store, but it remains in its original condition with all packaging and accessories intact.\n\nI kindly request that you provide a prepaid return shipping label so I can return the item to you as soon as possible.\n\nThank you for your assistance. I look forward to your prompt response.\n\nBest regards,\n\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnFrom: XXXX \n\nSubject: Drop off your return in-store by Tue, XXXX XXXX\nDate: XXXX XXXX XXXX at XXXX XXXX EDT\nTo: XXXX\nReply-To: XXXX\n\n\XXXX home page\nOrder number: XXXX-XXXX\nBring your item to any XXXX to complete your return\nPlease drop off your item at a XXXX store by Tue, XXXX XXXX to complete your return. \n \nWell initiate a refund once the return barcodes have been scanned. \nView return details \n \nUse barcode to return\nReturn Code: XXXX\n1 item to return\n \nReturn by Tue, XXXX XXXXnitem image\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nQty: 1\n\nReturn item to initiate refund\n\nCard Logo\nAffirm'

Company response to consumer: Closed with explanation