Consumer complaint received 2025-11-04 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Affirm Holdings, Inc
State: WA

Complaint narrative:
* On XX/XX/year>, I made a luggage purchase at XXXX XXXX through Affirm 's Pay in XXXX plan paid on my XXXX XXXX card. 

* XXXX XXXX approved a return of the luggage and provided me with a return shipping label. After delivery was confirmed at their facility, XXXX XXXX failed to issue a refund and ceased further communication with me. It was at that time I mistakenly opened a dispute against XXXX XXXX with XXXX XXXX instead of with Affirm. This resulted in XXXX XXXX initiating XXXX chargebacks for each installment payment against Affirm, instead of against XXXX XXXX, as I had expected. 

* While this dispute was under investigation, XXXX XXXX issued statement credits for the XXXX installment payments I had made on my Affirm XXXX agreement. 

* After Affirm challenged these chargebacks, XXXX XXXX reversed the XXXX credits and re-billed my card which fulfilled my obligation to Affirm. 

* It was at that time that I correctly filed a dispute against XXXX XXXX directly with Affirm, as required for XXXX loans. 

* On XX/XX/XXXX, Affirm ruled in my favor, confirming in writing that a refund would be issued within XXXX business days. 

* After XXXX business days with no refund, I contacted Affirm regarding the delay. I was told the chargebacks from XXXX XXXX were still showing as pending in the Affirm system. To process my refund, Affirm advised that I must contact XXXX XXXX to have them reverse the chargebacks. 

* As directed, I contacted XXXX XXXX, despite having already provided Affirm with my credit card statement proving the credit reversals and fulfillment of my obligation. 

* XXXX XXXX verbally confirmed that the dispute against Affirm was closed and the XXXX statement credits were recharged to my account. They referenced the XX/XX/XXXX and XX/XX/XXXX letters explaining their decision in Affirm 's favor. 

* I requested XXXX XXXX contact Affirm on my behalf to assist in resolving this issue which they refused to do ; however, they did provide me the number to their XXXX XXXX so Affirm could contact them. I provided this number to Affirm and asked them to contact XXXX XXXX but was told they were not permitted to do so. 

* After many phone calls with various customer care representatives and supervisors with no resolution, I requested my case be escalated to XXXX XXXX XXXX XXXX. 

On XX/XX/year>, instead of receiving a refund, Affirm notified me that my dispute had been closed in the merchants favor and my loan was overdue, despite my card being fully re-billed. This means I am at risk of being charged twice due to coordination failures between Affirm and XXXX. 

I responded, noting that the dispute had been resolved in my favor on XX/XX/XXXX and that I am not responsible for the debt. Affirm then stated my information had been forwarded to the appropriate department and to allow XXXX business days for review. XXXX business days later, I received no update. 

On XX/XX/year>, I sent all details and attachments to help @ affirm.com, only to learn the email address was no longer monitored. I then submitted the same information via the Affirm XXXX, which marked my case as resolved with the only option being to open a new case. 

I used the chat function on Affirm.com, where I was passed among XXXX representatives and managers over XXXX minutes, ultimately being told by XXXX XXXX that I would not receive a refund because XXXX XXXX never refunded Affirm. This contradicts Affirms prior written promise and ruling in my favor. 

* At this point, the issue appears to be that Affirms internal system has not updated to reflect that XXXX XXXX has already closed the chargebacks. 

* This issue has created ongoing financial and emotional stress and has taken up hours of my valuable time with no one at Affirm or XXXX XXXX stepping in to assist their customer and simply pointing the finger at the other.

Company response to consumer: Closed with explanation