Consumer complaint received 2026-05-04 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: GA

Complaint narrative:
I am filing a complaint regarding a {$3500.00} loan issued through Affirm to pay for legal services that were not completed. The loan was used to retain a law firm for legal representation in the XXXX XXXX XXXX XXXX. The XXXX and primary task in this representation was to obtain visitation through a mediation process. I intended to keep this firm on board. I estimated that for the primary task, the total would be around {$1000.00} to {$1500.00} or so. I expected money to be left available for the remaining tasks. To accomplish this task, the firm was required to attend mediation, draft and finalize a mediation agreement, file that agreement with the Court, and take enforcement action if needed, including notifying the Court of unresolved issues and requesting a second mediation session. The firm attended the initial mediation session but did not complete the remaining required steps. No mediation agreement was finalized or signed, nothing was filed with the Court, and no enforcement actions were taken. The process stopped after the initial assigned attorney left the firm. Because the legal process was not completed, the intended outcome was not achieved. I must now hire a new attorney and restart the process from the beginning. There is no usable work product that can be transferred to new counsel. Additional matters within the scope of representation included addressing a previously filed Motion for Contempt and the potential pursuit of removal of the guardian. These matters were not addressed following the reassignment of counsel. The firm retained the majority of the {$3500.00} retainer and issued only {$160.00} as a refund. I rejected this amount in writing on XX/XX/year>, as it does not reflect the services that were not delivered. I disputed this transaction with Affirm, but my dispute was denied. XXXX XXXX XXXX XXXX XXXX XXXX Dispute Process Concerns XXXX XXXX XXXX During my dispute, I contacted Affirm on XX/XX/year> to request information regarding the basis of their decision. Initially, I was informed that Affirm could not provide any documentation or details regarding what the merchant submitted. Later in the same interaction, I was told that the merchant had provided a certificate of completion. Despite this statement, I was not provided with a copy of this document or any explanation of what it contained. I was therefore unable to review or respond to the evidence relied upon in denying my dispute. I also requested escalation of the matter and asked to speak with a supervisor. I did not receive a clear escalation path or confirmation that the matter was reviewed by a different representative. This lack of transparency prevented me from meaningfully participating in the dispute process. Instead of provided me with the steps to for arbitration or escalation, the representative chose to open a new dispute. She told me to give different evidence so that my dispute would not be automatically closed. I don't know how to do that. In addition, I believe the representative was trying to deceive me in pretending to be the supervisor. I do have the calls recorded. XXXX XXXX XXXX XXXX XXXX XXXX Financial Impact XXXX XXXX XXXX I remain obligated to repay the {$3500.00} loan despite the services not being completed. Because the representation ended prematurely, I must retain new counsel and repeat the legal process from the beginning. I do not have the financial resources to hire another attorney while also repaying this loan. This situation resulted from the firms internal reorganization and reassignment of counsel, not from any action on my part. XXXX XXXX XXXX XXXX XXXX XXXX Desired Resolution XXXX XXXX XXXX I am requesting that Affirm XXXX XXXX Cancel the loan in its entirety. Refund all my payments XXXX Remove my obligation to repay for services that were not completed * Re-evaluate this matter under the correct classification of services not rendered or materially deficient services I am prepared to provide additional documentation upon request. XXXX XXXX XXXX XXXX Submitted by XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation