Consumer complaint received 2025-05-31 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Affirm Holdings, Inc
State: LA

Complaint narrative:
On XX/XX/year>, I submitted a {$3300.00} payment through Affirm to XXXX XXXX XXXX for a XXXX XXXX. At the time of payment, I had not yet signed any contract. The contract was sent to me after the payment, and I signed it on XX/XX/XXXX, confirming that the agreement was made after the funds were processed. 

On the same day I signed the contract, I decided to cancel the procedure. I submitted a cancellation email within 24 hours, in compliance with the clinics stated policy. However, the email listed on the contract for cancellations was invalid and bounced back, so I resent my cancellation request to a different clinic address and followed up with staff. 

On XX/XX/XXXX, a XXXX representative ( XXXX XXXX ) contacted me and acknowledged that the original contract had errors including my name being misspelled and issues with documentation. She insisted I re-sign a revised contract and claimed I would only receive a partial refund of {$2300.00}. I declined, reaffirming that I had already canceled the procedure. 

That same day, I contacted Affirm, and a representative told me the loan was still pending and would likely be canceled by the end of the day. However, later that afternoon, the loan was processed anyway, despite the cancellation and despite contract issues. I contacted Affirm again and was told I would need to pursue a refund through XXXX directly. 

Since then, XXXX XXXX XXXX has : Rescheduled my XXXX without my consent Failed to respond to multiple emails, phone calls, and follow-ups Ignored my refund request, despite never rendering any service Although the contract includes a no refunds under any circumstances clause, that clause should be voided due to XXXX own actions : The contract contained incorrect information, including a non-functioning cancellation email The payment was collected before any binding agreement was in place XXXX staff admitted the contract had to be redone, and they issued a revised version, which I did not sign If the original contract were truly valid, there would be no reason to send a new one On XX/XX/XXXX, my fianc XXXX XXXX received a second payment authorization form from XXXX. He promptly replied in writing, clearly rejecting the authorization and stating we were not proceeding. He also requested a full refund from Affirm, citing the invalid nature of the contract. 

This entire transaction was handled deceptively. I never received the procedure. There is no valid contract in effect, and both XXXX and Affirm have failed to act responsibly or lawfully. 

Supporting Documents Include : Signed contract ( with incorrect name ) dated XX/XX/XXXX Cancellation email dated XX/XX/XXXX, with proof of bounced delivery Credit card authorization dated XX/XX/XXXX ( shows payment occurred before contract ) Revised contract sent by XXXX, which I did not sign Email from XXXX staff requesting contract re-signature after cancellation Follow-up messages to XXXX requesting a refund ( no response received ) Formal refund request to Affirm with timeline Email from XXXX XXXX rejecting the second authorization request I have full documentation and screenshots to support each part of this complaint.

Company response to consumer: Closed with explanation