Consumer complaint received 2026-01-26 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: NY

Complaint narrative:
I am filing this complaint regarding an Affirm loan used to finance airfare purchased through XXXX for travel on XXXX XXXX. The XXXX booking number is XXXX, and the associated Affirm loan ID is XXXX, with a purchase amount of {$5700.00} and a total repayment obligation of {$6200.00} at 15.99 % XXXX. 
The underlying airline reservation has been cancelled. Despite this, XXXX has informed me that the refund XXXX take up to XXXX weeks due to internal processing delays between XXXX and XXXX XXXX. As a result, I am now facing the possibility of being required to begin repayment on XX/XX/year> for a service that was cancelled and never received. 
This situation represents a serious consumer protection issue involving all three parties : XXXX, as the merchant of record, processed the original transaction and retains responsibility for issuing the refund back to Affirm. However, XXXX is deferring responsibility to XXXX XXXX while providing no firm refund timeline or written assurance that the refund will be completed before loan repayment begins. 
XXXX XXXX, as the operating airline, has cancelled the flight but appears to be delaying or slowing the refund authorization back to XXXX, despite the service not being provided. 
Affirm, as the lender, continues to maintain an active loan balance and repayment schedule tied to a cancelled transaction, with interest accruing and payments scheduled to begin, despite the underlying service no longer existing. 
As the consumer, I have no control over the refund processing timeline between XXXX and XXXX XXXX. Nevertheless, I am exposed to direct financial harm through ongoing interest accrual and the imminent obligation to make payments on a cancelled service. This effectively shifts the financial risk of merchant and airline delays onto me, which is unreasonable and unfair. 
I have attempted to resolve this issue directly with XXXX, but I have been repeatedly advised that refund processing delays are outside their control and XXXX take several weeks. This response does not address the financial consequences of the Affirm loan, nor does it provide any assurance that I will not be required to make payments, incur interest, face late fees, or experience negative credit reporting while the refund remains pending. 
I am requesting the following resolution : That Affirm immediately place this loan into dispute or payment hold status pending completion of the merchant refund That all scheduled payments be suspended or extended, and that interest accrual be paused during this period That no late fees, penalties, or negative credit reporting occur as a result of this merchant delay That written confirmation be provided documenting these protections until the refund is fully processed and the loan balance corrected This complaint is being submitted because the current handling of this matter places an unfair financial burden on the consumer for a cancelled service, due solely to delays and coordination failures between XXXX, XXXX XXXX, and Affirm. XXXX intervention is necessary to ensure that I am not required to pay for services not rendered and that appropriate consumer protections are enforced.

Company response to consumer: Closed with explanation