Consumer complaint received 2025-02-20 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: FL

Complaint narrative:
Formal Complaint Against Affirm for Mismanagement of Loan and Fraudulent Merchant Practices Dear Sir/Madam, I am writing to formally file a complaint against Affirm, Inc. regarding my loan. I financed a course through Affirm that was severely misrepresented, and despite providing substantial evidence of fraud and deceptive practices by the merchant, Affirm has denied my dispute and continues to hold me responsible for payments on this loan. Furthermore, this situation has led to damage to my credit and financial distress. 

Background of the Issue I financed a course with Affirm and paid in good faith for nearly a year. However, the course was misrepresented in several ways. The apps and resources provided were not functional, the promised updated course never arrived, and the platform was moved from " XXXX XXXX XXXX XXXX XXXX XXXX  without prior communication. Additionally, unrelated courses were added to my account without consent, and I lost contact with the instructor I originally signed up with. I have attached several screenshots that show my attempts to resolve this issue, as well as evidence of other customers being similarly misled. 

Despite providing this evidence, Affirm chose to close my dispute in favor of the merchant. The merchant, XXXX, has not provided any resolution, and Affirm has sided with them, stating that they were operating within their policies. This has resulted in me being held financially liable for a course that I never received as promised. Additionally, I have had my credit damaged due to late payments, which I believe are a direct result of Affirms failure to address this issue. 

Efforts to Resolve the Issue I have made several attempts to resolve this issue directly with Affirm. I have provided detailed evidence of the fraud committed by the merchant, including screenshots and links to community complaints from other customers. Despite this, Affirm has refused to reopen my dispute or intervene on my behalf. They have continued to hold me responsible for payments on a loan for a service I never received, causing financial strain and distress. 

Below are some of the key interactions with Affirm 's customer service : XX/XX/XXXX XXXX XXXX : I provided extensive evidence of the fraudulent behavior of the merchant, including screenshots of complaints from other customers. Affirm responded by closing the dispute in favor of the merchant, despite the clear evidence of fraud. 
XX/XX/2025 : I escalated the issue, threatening legal action, and reaffirmed my intent to file complaints with the FTC and CFPB. Despite this, Affirm continued to support the merchant and failed to resolve the dispute. 
XX/XX/2025 : A supervisor named XXXX confirmed that Affirm would not reopen the dispute and encouraged me to continue working with the merchant for a refund. Affirm continues to hold me accountable for the loan. 
Financial and Emotional Distress The mismanagement of this loan has caused significant financial and emotional distress. I have already paid 80 % of the loan in good faith, and the issues with the course have never been resolved. I am now being penalized for late payments, which I believe is unjust given the circumstances. The damage to my credit is unacceptable, and I am no longer willing to accept Affirm 's failure to address this issue. 

Request for Resolution I am requesting that the Consumer Financial Protection Bureau intervene in this matter. I ask that Affirm be required to : Refund the amounts I have already paid toward this fraudulent transaction. 
Cease reporting this loan as overdue to credit bureaus and reverse any negative impact on my credit score. 
Ensure that Affirm takes appropriate action against the merchant, XXXX, for their fraudulent behavior. 
Address this issue in a way that fairly resolves the situation and compensates me for the time and money I have already spent.

Company response to consumer: Closed with explanation