Consumer complaint received 2026-05-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: NC

Complaint narrative:
CFPB Complaint Letter Subject : Complaint Against Affirm , Inc. - FTC Holder Rule & FCBA Violations- Loan for XXXX XXXX XXXX Consumer Financial Protection Bureau, I am filing a complaint against Affirm , Inc. for violations of federal law related to Loan ID XXXX for a purchase from XXXX XXXX XXXXXXXX XXXX Summary of Complaint : FTC Holder Rule Violation - 16 CFR 433.2 Affirm financed my purchase of auto parts advertised as genuine Caractere Automobile brand. The parts arrived with identification/serial numbers intentionally drilled out, rendering them unverifiable and likely counterfeit. XXXX XXXX XXXX refused remedy. They said that I could return the items for a refund except I had to pay a lot of money to receive them so why am I going to pay a lot of money to return them? XXXX XXXX is attempting to say that these marks are accidental and that they come from the manufacturer like that. These parts are clearly counterfeit. Ive also filed a complaint with the FBI. I disputed the loan with Affirm under the FTC Holder Rule, which states Affirm is subject to all claims and defenses I have against the merchant. Affirm denied my dispute in writing, stating this dispute process ultimately rides on the nature of the merchants policy and that I remain responsible unless the merchant issues a full refund. This directly contradicts federal law. Fair Credit Billing Act Violation - 15 U.S. Code 1666i Despite my written Holder Rule claim, Affirm refused to suspend payments, interest, or collection activity during investigation. The FCBA requires creditors to cease collection when a Holder Rule claim is asserted. Evidence Provided to Affirm Affirm acknowledged in writing that the merchandise received is damaged. I also provided a mechanics statement that the parts are non-OEM and unsafe due to altered serials. Affirm still closed the dispute in favor of the merchant. Resolution Requested : Order Affirm to comply with FTC Holder Rule and cancel Loan XXXX Order Affirm to cease all collection activity and remove any negative credit reporting Investigate Affirms policy of illegally denying Holder Rule claims Affirms denial letter shows they are systematically telling consumers the merchants policy overrides federal law. This is a deceptive practice affecting other consumers. Attachments : Affirms denial email admitting damaged goods but denying claim My rebuttal citing Holder Rule and FCBA Photos of drilled-out serial numbers Are clear evidence of nonconformity I am unable to file online. Please process this written complaint. XXXX XXXX XXXX, NC XXXX Affirm , Inc . XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX -- - Email from affirm Hello XXXX, Good afternoon! XXXX here from the Affirm Resolutions Team. Im here this time to provide you with the resolution of the dispute with XXXX XXXX XXXX XXXX XXXX ID : XXXX ), processed on XX/XX/year> for {$650.00}. Thank you for your patience. Thank you for letting me know that you opened a dispute as you received an unacceptable merchandise, I understand that you want a solution and I am here to help. I'm here to make sure you have all the details about the investigation process carried out and what comes next, so let 's walk through the investigation process together! I see on the evidence sent that the merchandise received is damaged, but I need to know what the standard is, and the difference of what you got, I need to see the standard of what it should be. Begging for your understanding, since I am missing that comparison I am telling you I need, for now I closed the dispute in favor of the merchant for giving you the opportunity to gather the information suggested and send a new dispute, the loan will remain the same in the meantime while you send the new dispute, as soon as possible. You are a valued customer, but it is important to be clear and say that Affirm simply manages the financing of your purchase and to that end, this dispute process ultimately rides on the nature of the merchants policy when it applies, and you remain responsible for the repayment of the loan unless the merchant issues a full refund. As another very friendly reminder, I need to tell you that you remain responsible for the loan unless the merchant issues a full refund. Keep in mind that Autopay is currently disabled on your loan. If you would like to enable Autopay, you can also click HERE to get more information. Remember that Affirm values you as a customer and I am here to guide you during the investigation process, I will remain available through this channel in case you have any additional questions or concerns. Have a wonderful day! You can also contact us through the Affirm Help Center at affirm.com/help or by calling XXXX. Our customer care representatives are available to take your call between the hours of XXXX XXXX XXXX XXXXXXXX XXXX CT seven days a week. Thank you, XXXX XXXX. Affirm Resolution Team XXXX.affirm.com

Company response to consumer: Closed with explanation