Consumer complaint received 2025-08-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Affirm Holdings, Inc
State: NC

Complaint narrative:
In XX/XX/year>, I enrolled in a {$13000.00} coaching program with XXXX XXXX XXXX, XXXX -financed {$8200.00} through Affirm and paid. Shortly afterward, I was involved in a vehicle accident and reached out to the company requesting a refund due to financial hardship. At the time, I believed I had reviewed all paperwork, but I later realized I was never sent a copy of the signed contract until more than a month laterafter filing a XXXX  complaint and opening a dispute with both XXXX  XXXX and affirm. 

XXXX XXXX XXXX encouraged me to sign the contract before full funding was secured and misrepresented the tier of services I would receive. I was told I was purchasing a high-touch coaching experience. Instead, once funding was dispersed, I was auto-enrolled into a lower, self-led tier without my consent. I did not access any services or free content, per a verbal agreement with their team, to avoid triggering the no-refund clause as the self led program was not what I was seeking. 

When I asked about alternative solutions such as adjusting the start date or offering a partial or full refund, I was met with hardline refund denials and citations from the contract. It was only after filing a BBB complaint that I discovered I had never actually been provided a signed copy of the contract to verify their claims. I received the signed contract more than a month after signing, and only after XXXX better escalated the issue to their legal team. 

I never accessed any services, coaching, or content. I acted in good faith to delay participation per a verbal agreement with a team member to avoid triggering the no-refund clause. Despite this, the company retaliated by threatening litigation, applying excessive dispute fees, and attempting to enforce terms I had no opportunity to properly review. XXXX teamresponded with legal threats, {$490.00} dispute fees, and an arbitration demand for over {$30000.00} in damagesclearly retaliatory. The XXXX XXXX XXXX XXXX XXXX XXXX declined to administer the case on XX/XX/year>, due to XXXX XXXX noncompliance with consumer due process standards. 

Affirm denied my dispute even though the company did not provide the signed contract in a timely manner, and no services were used ( I provided proof of this to Affirm ). I am asking that Affirm reconsider the case based on the facts : ( XXXX ) no contract was provided until legal threats were made and initiated by XXXX XXXX, ( XXXX ) no services were accessed ( XXXX ) I attempted to resolve the issue directly with the company before filing the dispute. 

Additionally, I am requesting that XXXX XXXX XXXX XXXX be held accountable for deceptive and retaliatory practices that have harmed my ability to seek a fair resolution. Affirm has denied the refund largely because XXXX XXXX refuses to acknowledge any wrongdoingdespite their clear violations of basic consumer protections, including delaying delivery of the signed contract, refusing reasonable accommodations, and embedding punitive fees into their contract for clients who initiate disputes. These actions create a chilling effect for consumers attempting to exercise their rights and should not be allowed to set a precedent. As a financing partner, Affirm should not allow its dispute process to be overridden by a merchants refusal to cooperate or adhere to fair business practices. 


Documentation is available to support all claims. 

XXXX of events XXXX XXXX XXXXXXXX -- XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Affirm and XXXX  XXXX dispute documentation. Both are holding to the contract terms without upholding enforceability from non delivery of contract and good faith efforts for resolution. 
Affirm XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Emails showing delayed contract delivery and altered terms https : XXXX? usp=drivesdk Screenshots showing no access/use of the platform XXXX XXXX XXXX XXXX  complaint and responses https : XXXX Proof of expulsion XXXX XXXX XXXX Email threads with XXXX XXXX legal team XXXX XXXX XXXX XXXX XXXX XXXX XXXXr ( dated XX/XX/year> XXXX XXXX XXXX XXXXXXXX XXXX XXXX Demand XXXX filed by XXXX XXXXXXXX XXXX XXXX XXXX Full documentation and supporting evidence files ( most are housed within the timeline of events. XXXX XXXX XXXX XXXXXXXX

Company response to consumer: Closed with explanation