Consumer complaint received 2025-09-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Affirm Holdings, Inc
State: MA

Complaint narrative:
To the Consumer Financial Protection Bureau : I am submitting a formal complaint regarding a {$12000.00} loan originated through Affirm for products and services purchased at XXXX 

While I did sign paperwork in person, I was never provided with a receipt or a copy of the contract, despite requesting one. As a result, I was unable to review or understand the terms of the agreement, including refund and cancellation policies, after signing. I believe this constitutes an unfair and deceptive business practice. 

Merchant Misrepresentation and Unfair Practices The products did not work as promised, even after 8 weeks of consistent use. 
The environment was unsanitary and did not resemble the spa-like setting that was represented. 
The facialist was a recent graduate and appeared unqualified to deliver the services being charged at premium rates. 
Sales staff used aggressive, high-pressure tactics to secure the sale. 
I reached out to Glamour multiple times seeking help. They never responded to me directly the only time they contacted me was after I initiated the dispute with Affirm. 
When I tried calling their listed number, the message I received was : We are unable to connect you to the wireless caller. This made it impossible to reach the business directly. 
XXXX also informed me they were going to change the location where facials would be performed, creating uncertainty about where services would occur and raising concerns about continuity of care, access, and safety. 

Actions Taken to Date I filed a dispute directly with Affirm. Affirm initially sided with XXXX based on the merchants all sales final claim, despite the lack of documentation and the issues I raised. 
After continuing to challenge this, my account has now been flagged by Affirm as in dispute. 
I have contacted my bank to initiate a dispute of the charges. 
I have kept records of all communications and failed attempts to resolve this matter directly with XXXX 

Requested Resolution I respectfully request that Affirm cancel or reverse the {$12000.00} loan in full, as the underlying transaction was the result of misrepresentation and unfair business practices. At a minimum, I ask that Affirm work with me to reach a fair resolution, such as partial cancellation or refund, so that I am not left responsible for a {$12000.00} debt tied to products and services that were misrepresented, ineffective, and not delivered as promised. 

Impact This situation has caused me significant financial and emotional distress. I acted in good faith, but I was misled by the merchant and left without proper documentation or support. Affirms initial denial of my dispute further added to the harm.

Personal Impact Statement This experience has left me feeling deceived, taken advantage of, and financially trapped. I never would have agreed to a {$12000.00} loan had I understood the reality of the products and services, or had I been given proper documentation. Instead of being treated fairly, I was ignored until I escalated through a dispute, and I am now carrying the weight of a loan for something that failed to deliver on every level. I am asking for help because this situation feels predatory and has caused me tremendous stress. 

Thank you for your consideration. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation