Consumer complaint received 2025-12-23 00:00:00
Product: Credit card — General-purpose credit card or charge 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:
Every loan Ive had was successfully paid off as agreed. I respectfully request that you conduct a thorough review of this matter. Over the past months.I have been contacted by more than XXXX different Affirm representatives, each providing inconsistent and often contradictory information regarding the status of my dispute. 
It is especially alarming that you referenced the listing stating " XXXX beds '' when I have already provided documented communication clearly indicating that this information was not present at the time of booking. In fact, I specifically noted in my messages that the listing lacked this detail. If that information appears now, it was updated after my formal complaint was submitted, which would constitute a significant alteration of evidence. 
Beyond the misrepresented sleeping arrangements, my party experienced serious issues during our stay, including : No hot water for the entire duration Repeated power outages These conditions severely impacted our ability to enjoy the vacation. We were unable to rest properly or even take a decent shower basic expectations for any paid lodging. 
Despite these unacceptable conditions, we chose to remain at the villa only because canceling would have resulted in the loss of substantial nonrefundable payments already made to third-party vendors contracted for the trip, including : XXXX Decorator Photographer Makeup XXXX Transportation Chef Services Cake/Dessert Services Masseuse I was reassured multiple times that once I submitted the necessary documentation via email, the case would be reopened. As recently as last week, I was informed that the dispute had been escalated and was still under active review. Additionally, a supervisor named XXXX confirmed by phone that he initiated a request to reverse the charge-off associated with this loan. 
Given these assurances, it is unacceptable that I have now been informed the case has been closed in favor of the merchant without proper notice, explanation, or transparency. 
Please understand that all communication - including emails, phone calls, and faxed documents- has been fully documented on my end. 
I am requesting immediate clarification on the following : The current and accurate status of my dispute Confirmation that the case was in fact reopened and properly reviewed A detailed explanation of how a final decision was rendered despite multiple assurances of an ongoing investigation This continued mismanagement and lack of accountability is deeply concerning. I request that you take this matter seriously and respond in writing with full details of the due diligence rendered. 
If this issue is not resolved promptly, I am fully prepared to escalate it to the Consumer Financial Protection Bureau ( CFPB ), the State Attorney General 's Office, and, if necessary, pursue further action through the XXXX XXXX XXXX ( Ticket # : XXXX ). 
Please remove Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation