Consumer complaint received 2026-01-12 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: CA

Complaint narrative:
On XX/XX/year>, I financed a purchase through Affirm , Inc. in the total amount of {$780.00} at 0.00 % APR for a product sold by a merchant. 

The merchant later accepted the return of the product and physically received it. The returned product was delivered back to the merchant on XX/XX/year>. Despite receiving the returned product, the merchant failed to issue any refund. 

Beginning shortly after the purchase date and continuing over multiple months, I repeatedly notified Affirm that the product had been returned and that no refund was issued. Since XX/XX/year>, more than ten ( 10 ) separate complaints and dispute investigations have been opened with Affirm regarding this transaction. 

In connection with these disputes, I provided extensive documentation to Affirm, including : Over XXXX ( XXXX ) photographs and screenshots Full email chains showing written approval of the return and promise of a full refund Proof of delivery confirming the returned product was received on XX/XX/year> Audio recordings of the merchant later contradicting their own written approvals Evidence showing the merchant became unresponsive after receiving the product and funds Despite this evidence, Affirm repeatedly closed each investigation in favor of the merchant, without correcting the billing error, issuing a refund, or providing a meaningful explanation for disregarding the documentation provided. 

Throughout this period, Affirm continued to demand payment for the full amount of {$780.00} and repeatedly warned that negative credit reporting would occur if payment was not made, despite being on notice that this was a returned-goods / refund-not-issued situation where the merchant retained both the product and the funds. 

In an effort to resolve this matter, I escalated the dispute beyond standard customer support. I contacted Affirms Chief Financial Officer, XXXX XXXX, XXXX, in writing and requested executive-level review. XXXX XXXX responded and indicated that the matter had been escalated internally to customer support. Despite this escalation and follow-up, no corrective action was taken, and the dispute remained closed without refund or account correction. 

I also contacted XXXX XXXX XXXX XXXX, XXXX XXXX, in writing to request senior review after exhausting the dispute process and providing complete documentation. This outreach did not result in resolution or corrective action. 

As of today, Affirm continues to hold me financially responsible for a transaction where the merchant accepted the return, retained possession of the product, and failed to issue any refund. Affirms repeated closure of disputes despite substantial evidence, continued collection demands, and threats of negative credit reporting reflect a failure to properly investigate a billing error and a denial of meaningful dispute resolution. 

Due to the repeated failure to resolve this matter, civil legal action has been initiated/ is being pursued against the merchant and Affirm to recover the funds and address the improper handling of this dispute. 

I am requesting CFPB assistance due to Affirms repeated failure to correct this billing error, continued collection activity tied to returned goods, and disregard of extensive documentation provided over multiple investigations.

Company response to consumer: Closed with explanation