Consumer complaint received 2026-01-30 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Affirm Holdings, Inc
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this update in connection with my ongoing complaint against * * Affirm, Inc. * * regarding an unauthorized XXXX transaction and Affirms continued failure to conduct a lawful dispute investigation. 

# # # Company Information * * Company : * * Affirm, Inc. ( Affirm Holdings , Inc. ) * * Address : * * XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX * * Phone : * * XXXX # # # Consumer Information * * Name : * * XXXX XXXX # # # Loan / Account Information * * Affirm Loan ID : * * XXXX * * Merchant : * * XXXX / XXXX XXXX  XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Summary of CFPB Complaint Update This update concerns * * Affirms improper closure of my dispute after more than XXXX months of delay * *, despite written merchant confirmation that the reservation was canceled and refunded. 

# # # XXXX. Unauthorized Transaction & Merchant Confirmation A hotel reservation was placed * * without my authorization * * using my Affirm account. I immediately notified Affirm and the merchant. 

On * * XX/XX/year> * *, the * * XXXX XXXX of XXXX XXXX XXXX XXXX XXXX * * confirmed in writing that : * The reservation was * * canceled without penalty * *, and * A * * refund was issued the same day * * to XXXX 

This confirmation has been submitted to Affirm multiple times. 

# # # XXXX. Repeated Compliance by Consumer * I completed Affirms affidavit * * more than once * *. 
* I provided screenshots, emails, and merchant confirmations. 
* I made repeated phone calls and written submissions over several months. 

Despite this, Affirm repeatedly claimed documentation was missing or insufficient without identifying what was allegedly lacking. 

# # # XXXX. Affirms Improper Denial Rationale Affirm recently closed the dispute in favor of the merchant, asserting that : * The refund confirmation does not match Affirms internal records, and * The refund did not post to Affirms * * temporary virtual XXXX card * *, which Affirm alone controls. 

Affirm has acknowledged that a * * XXXX-time virtual card * * was used for the transaction but has refused to recognize the merchants refund confirmation because it did not reconcile within Affirms internal payment processing system. 

# # # XXXX. Unfair and Deceptive Practices ( UDAAP ) Affirms conduct constitutes * * unfair and deceptive acts or practices * *, including but not limited to : * Shifting the burden of internal payment reconciliation failures onto the consumer; * Ignoring written merchant confirmation of cancellation and refund; * Reclassifying the dispute to fit denial criteria after evidence was submitted ; * Continuing to demand payment on a disputed and refunded transaction; * Threatening delinquency, charge-off, and third-party collections during an active dispute. 

# # # XXXX. Improper Collection and Credit Reporting Threats Affirm has warned that : * The loan is overdue, * It may be reported as delinquent to * * Experian and TransUnion * *, and * It may be charged off or sent to collections. 

These threats were made * * after notice of dispute and supporting documentation * *, which raises concerns under both * * UDAAP * * and * * Fair Credit Reporting Act ( FCRA ) * * standards. 

# # # XXXX. Lack of Meaningful Escalation Affirm recently claimed the matter was escalated, yet : * No new findings were provided ; * No contradictory merchant evidence was produced ; * Affirm relied solely on its own internal records while disregarding merchant confirmation. 

# # # Relief Requested I respectfully request that the CFPB : XXXX Review Affirms dispute-handling practices in this matter ; XXXX. Require Affirm to correct the account and cease all collection activity ; XXXX. Ensure no negative credit reporting occurs, or that any reporting already made is corrected ; XXXX. Evaluate whether Affirms conduct violates federal UDAAP and dispute-resolution requirements. 

I am prepared to provide all supporting documentation upon request, including merchant emails, cancellation confirmations, affidavits, and Affirm correspondence. 

Thank you for your attention to this matter. 

Sincerely, * * XXXX XXXX * *

Company response to consumer: Closed with explanation