Consumer complaint received 2025-07-29 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: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  regarding their mishandling of a dispute tied to a loan for a missing product. Despite providing Affirm with clear evidence, including a carrier investigation confirming the package was never delivered, Affirm has chosen to side with the merchant and close the dispute, violating basic principles of consumer protection and fair credit resolution.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXLoan Amount: $121.90\n\nLoan ID: XXXX XXXXTracking Number: XXXXCarrier Case #: XXXX Case ID: XXXX  financed an online order with Affirm through the merchant SHEIN. The package was marked as "delivered" on XXXX XXXX XXXX, to a mailroom. However, I never received the item. After multiple attempts to recover it, I contacted XXXX, the shipping carrier chosen by XXXX. After an internal investigation, XXXX  confirmed the package was missing and never delivered, and advised me to seek a refund from the sellerXXXX however, refused to issue a refund and advised me to resolve the issue through Affirm, my financial institution. I then filed a dispute with Affirm and submitted:\n\nProof of XXXX  missing package determination\n\nCarrier ticket ID #XXXX\n\nCommunications with the merchant\n\nTracking information with no delivery photo, location, or recipient signature\n\n\nDespite the overwhelming evidence that the product was never received and the carriers official position that the package is lost, Affirm closed the dispute in favor of the merchant, citing that it was "delivered." They are now demanding repayment of the loan amount and reporting the loan as overdue, while failing to take responsibility as the financial intermediary.\n\n\n---\n\nWhy This Is a Problem:\n\nAffirms actions constitute:\n\nFailure to conduct a thorough and fair dispute investigation\n\nFailure to protect the consumer from fraudulent or incomplete delivery\n\nViolation of dispute resolution rights under the Fair Credit Billing Act\n\nUnfair collection practices despite ongoing investigation and valid dispute\n\nMisrepresentation of their responsibilities to the consumer\n\n\nAffirm is pushing accountability onto the merchant and carrier, when it is their obligation as the credit provider to protect the consumer during unresolved fulfillment issuesespecially when tracking lacks delivery proof and the carrier confirms the loss.\n\n\n---\n\nRelief Requested:\n\nImmediate removal of loan liability associated with this transaction\n\nCorrection of any negative reporting to credit bureaus\n\nFormal review of Affirms dispute investigation process\n\nEnforcement action for failure to uphold consumer credit protections\n\n\nThis experience has caused extreme frustration, wasted time, and unnecessary financial stress. I respectfully request that the Consumer Financial Protection Bureau and/or the Comptroller of the Currency investigate Affirms conduct and ensure appropriate corrective action is taken.\n\nXXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation