Consumer complaint received 2024-06-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: Affirm Holdings, Inc
State: NC

Complaint narrative:
I am a XXXX XXXX XXXX XXXX single women. 
I saved money for 10 years to go on my dream trip to XXXX XXXX. On XX/XX/year> I book a complete trip with XXXX that cost {$4800.00} the trip was scheduled for XX/XX/year> to XX/XX/year> I decided to use the Affirm offer I received because I was trying to build my credit score. I paid XXXX {$2100.00} and used the Affirm offer for {$2600.00} towards the trip to be paid in increments. I had a doctor 's appointment for my physical right before the trip. My doctor personally called me and told me I had only XXXX XXXX XXXX XXXX and he wanted me to go back in for more blood work. I had to go in several times to have my blood count monitored. My doctor was extremely concerned about me leaving the country. 
I called XXXX and told them that my doctor had serious concerns about me taking the trip. I told XXXX if the trip was nonrefundable due to medical reasons I did not want to cancel it. XXXX led me to believe that due to medical emergency it would not be a problem to cancel. The money was not returned to my account. I called XXXX XX/XX/year> and the agent said I would not get any money at all back. He said if I booked another trip for the same dates and paid again the money for the first trip would be refunded back to me and Affirm. I went ahead and booked a total package trip for the same dates and I paid 100 % of that trip {$6800.00} XXXX did not send the money back to my account and they only sent Affirm back {$1500.00} that left me owning Affirm {$1000.00} I took the trip XXXX sent me on. When I landed in XXXX XXXX I had a rental car at the airport. The car rental company informed me that I had to insure the car and that cost me a additional $ XXXX take The trip from the airport to the condo was a XXXX XXXX XXXX. The first night I arrived it was late and I could not figure out how to get into the downstairs security door to the condo that happened to be on the XXXX floor with no elevator. I slept in the rental car. When I left the car to go to the bathroom someone stole a bag from the rental car. In the bag was my {$600.00} digital camera, {$500.00} cash, my XXXX car key that cost me {$220.00} to replace, house and mailbox keys, a debit card that they used to take {$570.00} cash out of a ATM. 
I stayed in the condo on the second night terrified that the person who took my bag was going to come back. In the morning I left drove XXXX hours back to the airport. I paid a additional {$720.00} for a flight home. All together for a XXXX night nightmare it cost me approximately {$13000.00} I called the United States XXXX in XXXX XXXX and they said " we do not even allow any of our personal to travel in the area you were in for the reasons # XXXX XXXX  and # XXXX XXXX  '' I have been trying to recoup some money from XXXX and the Rental car company since I got home XX/XX/year> XXXX refunded me approximately {$3800.00} Affirm says I owe them {$3000.00} I have called Affirm at least 10 times with no resolution. Yesterday Affirm sent me a email saying " we will no longer contact you and your loan may be referred to a third party collection agency '' Right now I am in the process of buying a new home and this will definitely have dire consequences on me getting my home loan. 
I am not sure of what documents to send you I have XXXX of them. Please see attached.

Company response to consumer: Closed with explanation