Consumer complaint received 2026-05-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: FL

Complaint narrative:
I am submitting this complaint regarding Affirms handling of a financed transaction associated with Build Your Practice ( BYP ) / Group Practice Builders. This matter involves both the merchants failure to fulfill a written contractual guarantee and concerns regarding the adequacy and fairness of Affirms dispute investigation process. On XX/XX/XXXX, I signed a BYP Sales Agreement ( Flagship Program - XXXX clients & 6 months ) financed through Affirm. The written agreement explicitly guaranteed that I would complete XXXX new client intake sessions within XXXX months. The agreement further stated that if XXXX completed intake sessions were not achieved within that timeframe, XXXX would continue providing coaching, web development, and advertising services at no additional cost until the guarantee was fulfilled. The agreement specifically defined a new client as an individual who schedules and attends an intake session. The guarantee did not involve referrals, leads, ad clicks, or inquiries. Throughout the program, I repeatedly documented concerns in writing that I was not receiving new clients, was not experiencing meaningful business growth, and was suffering financial strain while continuing to pay for both the Affirm-financed program and related advertising expenses. Despite the written contractual guarantee, I never received the promised XXXX completed new client intake sessions. During later discussions, the merchant asserted that I had received XXXX referrals through advertising efforts. However, referrals do not satisfy the contractual guarantee outlined in the signed agreement. The agreement guaranteed completed intake sessions, not marketing contacts or inquiries. Many of the contacts generated through advertising were not viable, were not fruitful, or did not convert into paying clients who scheduled and attended intake sessions. On XX/XX/XXXX, Build Your Practice informed clients that the company was closing and acknowledged significant systemic flaws and challenges following leadership changes and operational review. As a result, the company became unable to continue providing the ongoing services expressly required under the guarantee until the promised completed intake sessions were achieved. I subsequently disputed the financed transaction with Affirm. However, I have significant concerns regarding how the dispute was handled. Affirm appears to have primarily relied upon its internal XXXX dispute window tied to the loan origination date while failing to meaningfully evaluate the continuing nature of the merchants contractual obligations. This was not a one-time product purchase where any alleged issue would have been immediately identifiable upon origination. The agreement involved ongoing performance obligations over a six-month period and continuing service obligations until the guarantee was fulfilled. Additionally, later communications from Affirm acknowledged that if the merchant was not following its own policies or contractual obligations, additional review could occur upon submission of supporting evidence. Despite this, I do not believe the signed agreement or guarantee language was substantively evaluated during the investigation process. I repeatedly requested escalation and requested to speak with a supervisor regarding the handling of this matter. Those requests do not appear to have been meaningfully addressed. Instead, I received repeated template responses stating that the merchant was following their own policy and that the product had been provided. I remain concerned that Affirm focused primarily on whether some services or referrals existed at all rather than whether the merchant fulfilled the actual contractual obligations outlined in the signed agreement. I am also concerned that the investigation appears to have relied heavily upon the merchants characterization of the dispute, including communications from XXXX XXXX, despite concerns regarding his authority to reinterpret the agreement or negotiate settlement terms after separating from or exiting active involvement with the company. Additionally, I continued receiving delinquency and credit-reporting warnings while attempting to pursue review of this dispute and while seeking meaningful communication regarding the investigation process. This matter involves : Failure to fulfill a written contractual guarantee Inability to continue guaranteed services following company closure Potential mischaracterization of contractual obligations Concerns regarding the adequacy and fairness of the dispute investigation process Continued collection and credit-reporting activity during an unresolved contractual dispute I respectfully request : A substantive reinvestigation of this matter Direct review of the signed agreement and supporting documentation Suspension of adverse collection and credit-reporting activity while the matter is reviewed Consideration of cancellation, reduction, adjustment, or remediation of the remaining financed balance I am prepared to provide supporting documentation including : The signed agreement Email communications documenting concerns throughout the program Closure communications from Build Your Practice Dispute communications with Affirm Additional supporting documentation regarding the contractual guarantee and lack of fulfillment

Company response to consumer: Closed with explanation