Consumer complaint received 2025-12-24 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: PA

Complaint narrative:
I purchased a XXXX XXXX XXXX phone through XXXX  by XXXX with an Affirm loan XX/XX/XXXX. As per XXXX XXXX upgrade program, I received notice that I was eligible to upgrade to a new model phone and XXXX  would pay off the balance of the loan for the XXXX  XXXX. I choose to upgrade to the XXXX XXXX XXXX and I received my new phone on XX/XX/XXXX. I immediately returned my old phone for the refund/payoff. On XX/XX/XXXX I received notice that my phone was returned in good condition and the loan was to be paid off. XXXX  states that they paid off the remainder of loan XXXX with Affirm ( {$340.00} ). I disputed the loan with Affirm and they rejected my dispute. I have been back and forth between XXXX  and Affirm numerous times and XXXX  insists that they paid Affirm and Affirm insists that they did not receive it. I was told by XXXX  that my " data sharing '' on my Affirm account was not enabled. It has been enabled for the duration of this exchange and prior to all of this occurring. The only reason that I can think of that is has not been paid is when I had an open dispute with Affirm, I was locked out of making a payment. Perhaps it also locked out the payment from XXXX. Regardless, I should not have to keep going in circles as the middle man in this exchange. I had to make an extra payment on this loan after XX/XX/XXXX as Affirm was threating to lock me out of future use of their service ( while trying to get this sorted ). XXXX  states that they can't communicate with Affirm on my behalf, yet they are supposed to be paying off the phone on my behalf. Getting a hold of an actual human being with either service is extremely difficult. I filed with the XXXX XXXX XXXX XXXX XX/XX/XXXX and rejected Affirms response twice, at which point XXXX  closed my case. The affirm loan has been in " dispute '' up until today XX/XX/XXXX. I just received an email from affirm stating that I am responsible for the loan : Hello XXXX, XXXX here from the Affirm Resolutions Team, and making sure your case gets resolved will be my priority. 
I hope you are having a great day! 
I noticed your purchase with XXXX  ( Purchase ID : XXXX ) which you were disputing. As a customer myself, I completely understand how important it is for you to get this matter addressed and I will be glad to give you more details about it. 
After performing an investigation regarding your case, I wanted to let you know that we have closed this dispute in favor of XXXX. I know this is not the resolution you were looking for and want to provide more context. We have made this decision after reviewing the evidences shared by you and the XXXX. However, we see that the merchant tried to refund the amount to us. Whereas, since the dispute was raised on the loan, the merchant could not send the refund amount and it was failed. Now, we have closed the dispute under the XXXX  favor, so that they can successfully process the refund. So, once we request you to contact the XXXX  and inform them the same. Once we receive the refund amount, we will go ahead and adjust the loan accordingly. 
We did not receive evidence indicating XXXX  was working outside of their policy. 
We understand that this may be frustrating news, and apologize for any inconvenience that this has caused. We simply manage the financing of your purchase and to that end, this dispute process ultimately rides on the nature of the XXXXXXXX XXXX policy. As the XXXX  is operating within their policy, we are unable to resolve this dispute in your favor. 
Please note, you are still responsible for making all remaining payments on this purchase unless a full refund is issued by the XXXX. Payment details can be reviewed by logging into your account. We encourage you to reach out to the XXXX  to inquire further about any refunds you may be due. 
AutoPay was disabled when the dispute was opened on the purchase. You can enable AutoPay by logging in to your account. Just select the purchase you would like to enable AutoPay for, and click AutoPay. 
As a friendly reminder, I see that there is a payment that was due as of XX/XX/XXXX for the amount of {$20.00}. When you are ready to make that payment, you can do so through your Affirm account at https : //www.affirm.comXXXX  or by logging in to the app. Although we will not impose any late fees or additional interest, we just want you to be aware that late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue, some loans may be reported to XXXX  as delinquent. Furthermore, if payments are more than 120 days overdue, your loan will be charged off and we reserve the right to refer your loan to our third-party collections partner. 

I hope everything is clear for now, but if you have any additional questions, you can reply to this email and I will personally take care of your concern. 

You can also get in touch with us through the Affirm Help Center at affirm.com/XXXX  or by calling XXXX. Our customer care representatives are available to take your call between XXXX XXXX  and XXXX XXXX  CT seven days a week. Thank you and have a wonderful day! 

Sincerely, XXXX XXXX. 

This is unacceptable. In pervious conversations with XXXX, they stated that they have made payment and will not process a 2nd payment. It is not my fault that Affirm blocked the original payment from being made, nor is it my responsibility to demand XXXX  make another payment. I have screen shots of all pertinent information available. All I received from XXXX  is the confirmation that the phone was returned in good condition and the loan was to be paid off. They refused to send me anything else.

Company response to consumer: Closed with explanation