Consumer complaint received 2026-04-21 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: TN

Complaint narrative:
Complaint Against Affirm | Improper Billing, Failure to Apply Refund, and Ongoing Collection Threats I am filing a complaint against Affirm regarding a financed purchase for which the order was canceled by the merchant, the product was never shipped or received, and the transaction was ultimately resolved through my bank via chargeback. Despite this, Affirm continues to assert that I owe a balance and has threatened to send the account to a third-party collections agency. Transaction Summary Merchant : XXXX XXXX Amount : {$770.00} Financing Provider : Affirm Full payment made : XX/XX/year> Goods received : None Order status : Canceled by merchant, never shipped Timeline of Events I made a purchase through the merchant using Affirm financing. I never received order confirmation, shipping information, or the product. As a result, I requested that the order be canceled. After multiple attempts to contact the merchant, no timely resolution was provided. During this time, Affirm repeatedly directed me to file disputes rather than resolve the issue. I paid the loan in full remaining balance to Affirm on XX/XX/year>. Affirm later stated ( via in-app messaging ) that the merchant issued a refund or chargeback on XX/XX/year>, which they claimed should have been returned to my personal payment method. However, no such refund was ever received. In subsequent communications, including a recorded phone call, Affirm provided contradictory explanations, stating both that : The refund was issued to my personal bank account, and The merchant refunded Affirm directly These statements are inconsistent. A chargeback or refund can not be issued both to a personal payment method and to a third party. Affirm was unable to provide verifiable proof of funds movement ( such as a transaction reference or processor confirmation ), yet still closed the dispute in the merchants favor, despite the order being canceled and never shipped. Due to the lack of resolution, I escalated the matter to my bank and initiated a dispute. On XX/XX/year>, my bank processed a chargeback after the merchant ultimately agreed, and the funds were returned to me. Ongoing Issue Despite the transaction being resolved through my bank and the merchant canceling the order, Affirm continues to contact me regarding an alleged outstanding balance exceeding {$500.00}. I have received multiple communications indicating that my account is delinquent, including a notification dated XX/XX/year>, referencing a Delinquent Loan. Affirm has also indicated that this balance may be referred to a third-party collections agency. This is concerning given that : The order was canceled and never fulfilled I paid the loan in full prior to the dispute The matter was resolved through my bank via chargeback At this point, any attempt to collect on this balance is not appropriate and creates unnecessary risk to my financial standing and credit profile. Key Concerns Affirm failed to properly verify whether a refund was completed before denying my dispute Affirm provided inconsistent and contradictory information regarding the refund Affirm accepted full payment after the date they claim a refund had already been issued Affirm failed to properly apply or recognize the chargeback resolution Affirm is attempting to collect on a balance that no longer exists tied to goods never received Requested Resolution I am requesting that Affirm : Immediately update my account to reflect a {$0.00} balance Cease all collection activity and prevent any transfer to third-party collections Confirm that no negative reporting has been or will be made to any credit bureau Provide written confirmation that this matter is fully resolved with no remaining obligation Supporting Documentation I have documentation available including : Screenshots of Affirms in-app communications showing conflicting statements Proof of full payment made on XX/XX/year> Bank chargeback confirmation from XX/XX/year> Evidence of non-delivery and order cancellation I made every effort to resolve this matter directly with both the merchant and Affirm. Despite acting in good faith, I am now facing ongoing collection threats for a transaction involving goods that were never received and funds that were already recovered through my bank. I respectfully request prompt review and resolution. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation