Consumer complaint received 2025-07-01 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: OH

Complaint narrative:
I financed a {$140.00} purchase from XXXX ( order # XXXX, loan ID XXXX ) through Affirm. Although the carrier scan shows the parcel delivered on XXXX XX/XX/year>, it never reached my residence at XXXX XXXX XXXX, XXXX XXXX, XXXX, OH XXXX. Within minutes of the delivery alert I canvassed my floor, the secure package room, and neighboring units ; the package was nowhere to be found. XXXX later emailed a proof-of-delivery photograph that clearly depicts the box sitting in a generic lobby of a different entrance, not at my apartment door or in any secured delivery area. I immediately told XXXX the item was missing and the photo showed the wrong location ; their sole response was that the shipment was uninsured and I should take it up with the XXXXarrier. The carrier merely repeated the tracking scan and offered no remedy. 

On XXXX XX/XX/year> I filed a goods-not-received dispute with Affirm. I uploaded the tracking pages, the mis-delivery photograph, my full email exchange with XXXX, and a letter explaining that delivery to the wrong location is a non-conforming tender under UCC 2-503 and that risk of loss remained with the merchant. Affirm never contacted me for clarification, never requested additional information, and never acknowledged the evidence I provided. 

Instead, on XXXX XX/XX/year> Affirm emailed me that the dispute had been resolved in the merchants favor because XXXX had provided proof of delivery, and that I remained responsible for the loan. I had already supplied proof that the package was left at the wrong address, yet Affirm relied solely on the merchants photo without addressing my contrary documentation or the fact that I still had no product in hand. 

Immediately after receiving the denial I opened a live chat with Affirm ( screenshots attached ). The representative, XXXX XXXX, reviewed the file and admitted that the decision appeared to rest only on the merchants scan and that my supporting documents were not in the investigation record. He acknowledged it was concerning that I was being charged for something I never received and agreed to reopen the dispute at XXXX p.m. XXXX. He also warned that a new review could take up to XXXX days and advised me to keep paying in the meantime to avoid potential credit damage. 

I have acted promptly and in good faith at every step, yet Affirms process has been cursory and one-sided. By ignoring evidence that the goods were mis-delivered, Affirm failed to conduct the reasonable investigation required of furnishers under CFPB Bulletin 2013-02 and misrepresented the protections its purchase-financing product affords. I am requesting that Affirm immediately reverse or refund the full {$140.00}, reduce the loan balance to zero, and confirm in writing that no negative information related to this transaction will be reported to any credit bureau. Attached are the tracking records, the lobby photograph, my correspondence with XXXX, the original XXXX XXXX dispute submission, Affirms XXXX XXXX denial email, and screenshots of the chat in which Affirm agrees the case warrants reopening yet still compels me to pay.

Company response to consumer: Closed with explanation