Consumer complaint received 2025-02-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Affirm Holdings, Inc
State: PA

Complaint narrative:
I used Affirm ( loan XXXX ) to finance 2 jackets from XXXX XXXX XXXX XXXX ( order number XXXX ). On XX/XX/XXXX XXXX notified me that one of the items shipped out to me. On XX/XX/XXXX, I was notified by XXXX that one of the items in the order was cancelled and I would be getting a refund. I waited a few weeks for the refund to credit to my Affirm loan but it never did. I opened a dispute for the amount that XXXX was supposed to refund me with Affirm on XX/XX/XXXX and without delay provided documentation to them that part of the order was cancelled by XXXX. When I submitted the dispute to Affirm, my loan was locked and I was prevented from making any further payments towards the balance. I did not know this would happen as a result of the dispute. 

On XX/XX/XXXX I received a notification from Affirm that my dispute was completed and I received a credit to my account for the amount of the jacket. I received a message from Affirm that despite the fact that I was correct, my order was cancelled by XXXX and they owed me a refund, I was told by Affirm that the way they " close out the complaint '' was to make a determination in favor of the merchant ( XXXX ). I started receiving spam calls, texts, and emails that my account with Affirm was delinquent and that my account was late as of XX/XX/XXXX. I called several times after XX/XX/XXXX and attempted to resolve the issue with staff and supervisors and every time I called I was promised that no matter what communications that I received from Affirm, I was still not delinquent in their system, it just looks that way because they aren't able to update their system. 

I was laid off from my job in XX/XX/XXXX. Affirm allows you to defer payments on loans for 1-2 months due to hardship without penalty. This loan that had the dispute was marked as delinquent and not eligible for the deferral. I don't have any wages coming in but I was able to make a small payment in the hopes that I would be able to resume normal payments once I started working again. My payment didn't matter. Affirm still reported me as delinquent as of XX/XX/XXXX. My FICO score dropped even more. I am trying to relocate for a new job and the inaccurate reporting by Affirm caused my credit score to drop so that I no longer qualified for housing I applied for. It was embarrassing and now I am stuck paying a higher rent for a lower quality apartment. 

I complained to Affirm on their website, stating that the issue with the return was never resolved and now they are incorrectly reporting me as delinquent and I want them to fix it. I received a message from a " supervisor '' that told me to call customer service to figure it out and he closed the complaint. I was dismissed over the phone and through their system. Affirm works great if you don't have any issues with your purchase but they refuse to take consumers seriously and address issues in a timely manner.

Company response to consumer: Closed with explanation