Consumer complaint received 2023-11-14 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: DC

Complaint narrative:
Loan ID XXXX I cancel this before i took the fly in XXXX 2023, I open a dispute and for a refund, they close to this dispute with refunding me my XXXX attached is the people i work with. They keep tell make payment while i was disputing this. Affirm do not do refund it seem to me. there no legit way to resolve this issue that been working on for 4 months. 

Hello XXXX, Thank you for contacting Affirm! I hope you're well. 
This is XXXX and I am with the XXXX XXXX at Affirm. I hope this email finds you well. I wanted to take this time to reach out in regards to your XXXX Loan ( ID : XXXX ). I'm happy to provide further information and help on your dispute for the product you did not receive. 



We sincerely apologize for any inconvenience that this issue has caused. In order for us to further investigate your claim, we are reaching out to request additional information. Please respond to this message directly to provide the requested information ( if available ) : Booking ID Confirmation Email/ Order Invoice Proof of Cancellation, please specify if you requested to cancel your booking or if your flight ( XXXX ) were canceled by the airline Any/ all relevant communication with the merchant Once the requested information is received, Affirm will determine if we can dispute this purchase on your behalf and reach out directly to the merchant. 



Please note, Affirm simply managed the finance portion of your purchase, and all refunds are subject to the policies of the merchant. Unless the merchant refunds your loan, you are still responsible for repayment. 



Once the requested information is received, Affirm will determine if we can dispute this purchase on your behalf and reach out directly to the merchant. Please note that if the loan is eligible to be disputed, the process can take up 30 days to come to a resolution. 



For your reference, after XXXX completes processing a refund, Affirm will take XXXX business days for the refund to be reflected in your loan balance for the amount of the refund from XXXX. Youll still be responsible for paying any remaining balance on your loan, including if XXXX subtracts any charges from your refund or issues the refund through store credit or cash. 



If XXXX completes processing a full refund before XXXX made any loan payments, you will no longer need to repay your Affirm loan. If the refunded amount exceeds your remaining loan balance, well directly refund the difference, less any accrued interest, to your original form of payment within XXXX business days. 



If XXXX provides a partial refund, depending on the amount, and how many payments are left in your payment schedule, you may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust every monthly payment based on the new loan balance after a partial refund is made. You can review the details of your refund by signing in to your Affirm account. 



Also I do see you have an overdue payment on your loan with XXXX. Although Affirm will not impose any late fees or more interest than you were shown at checkout, please know that : You'll continue to receive payment reminders through email and SMS until any outstanding balances are paid. 

Late payments may prevent us from approving you for credit in the future. 

If your payment is 30 or more days overdue it may be reported as delinquent. 

We report loan and payment activity to XXXX on a regular basis Thank you for your continued patience and cooperation in this matter. If you have any additional questions or concerns please call us at ( XXXX ). Our customer care agents are available 7 days a week from XXXX XXXX XXXX XXXX XXXX XXXX Or any further questions, please contact us through the Affirm XXXX XXXX at XXXX Thank you and have a wonderful day! 



Best Regards, XXXX XXXX 

Download Affirm app YOU ( VIA THE HELP CENTER ) XXXX, XXXXXXXX XXXX Case ID XXXX, Booking ID Confirmation Email/ Order Invoice Proof of Cancellation, please specify if you requested to cancel your booking or if your flight ( XXXX ) were canceled by the airline Any/ all relevant communication with the merchant afirmshot XXXX XXXX XXXX XXXX XXXX XXXX YOU ( VIA THE HELP CENTER ) XXXX, XXXX PM XXXX Loan ( ID : XXXXXXXX XXXX XXXX XXXX XXXXXXXX, XXXXXXXX XXXX Hello XXXX, Thank you for following up with Affirm. 



I will be glad to clarify the status of your XXXXXXXX XXXX and give you an update of the procedure to follow to get the refund expected. 



Upon reviewing your account, I can see you have a loan with XXXX ( Loan ID : XXXX ) in the amount of {$640.00}. This purchase was made more than 60 days ago so it is beyond the eligibility window for Affirm to open a dispute on your behalf. At this time you will need to work with the merchant directly if you wish to continue pursuing a refund. 



It is important to note that all refunds are subject to the merchants policies. If they decide to process a refund, we will credit your loan balance for the amount of the refund within XXXX business days of receiving the refund from the merchant. You will still be responsible for paying any remaining balance on your loan after the refund, including if they subtract any charges from your refund or issue the refund through store credit or cash. 



If XXXX completes processing a full refund before you have made any loan payments, you will no longer need to repay your Affirm loan. Any payments already made will be refunded to your original form of payment, less any accrued interest, within XXXX business days. 



In the event of a partial refund, depending on the amount and how many payments are left in your payment schedule, you may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust every payment based on the new loan balance after a partial refund is applied. 



You can keep an eye out for your refund by signing in to your Affirm account at https : //www.affirm.com/account or via the Affirm app. 



If you have any questions or concerns, please contact us through the Affirm XXXX XXXX at affirm.comXXXX  or call us at ( XXXX ) XXXX between the hours of XXXX XXXX XXXX XXXX XXXX XXXX XXXX days a week. Thank you so much for using Affirm. 



Best regards. 



XXXX XXXX.

Company response to consumer: Closed with explanation