Consumer complaint received 2024-10-04 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Didn't provide services promised — 
Company: Affirm Holdings, Inc
State: MD

Complaint narrative:
XXXX XXXX ( the Merchant ) reached out to me on XXXX for a subscription service and later called my mobile number for me to subscribe for the service. The transaction was later completed with an Affirm loan ( with XXXX XXXX ) that I opened after guidiance and directions form XXXX XXXX XXXX Before this time, I have never owned an Affirm account. 

Phone calls duration of the transaction terms The transaction XXXX was completed via XXXX merchant recorded telephone calls on XX/XX/year>. The calls lasted for XXXX mins XXXX sec ( first call ), XXXX minutes XXXX secs ( second call ), and XXXX minutes XXXX secs ( third call ) respectively, all between XXXX and XXXX XXXX the same day. The call history screenshot is attached as proof of this. 

The terms and conditions of the service were discussed on the call only. I have requested for the call recordings several times from the Merchant but Merchant has refused to release the recordings. The Merchant only sugegsted to release snippets of the call recordings but never released it.

On the telephone calls, the Merchant confirmed money back guarantee within the first month on the call. It was recorded by the Merchant that in the event that I am not satisfied with the service during the first month, he/they will refund and activate their money back guarantee return policy. As discussed on the call, this money back guarantee return policy is not at the end of the package ( a year 's time ), but during the first month. 

The merchant also suggested that I use Affirm since I do not have to pay anything during the first month until and unless I am satisfied with the service. If I elect to cancel, they will apply their money back guarantee and I do not have to pay anything to Affirm at all ( if I am not satisfied with the service ). Again, recall that I do not have an Affirm account at this point. 

I wanted to opt for a lifetime or 5 years plan which was {$5000.00} but the merchant confirmed that the XXXX year plan will work since I wanted to test the service for the first month. 

All the above were recorded on the call, the Merchant confirmed that they have the full recordings of all the telephone calls and only the full recording will show these terms and conditions of the service.

On the basis of the above guarantees, the merchant guided me to download the Affirm app and asked me to sign up with Affirm. I did this immediately while on the call as I do not have an Affirm account previously. 

We had to drop from the call and rejoined again because I locked my credit report and Affirm needed to verify my credit report. This was another reason why there were XXXX calls. 

Threatened to cancel for lack of support on the first day On the same day I was not getting any support whatsoever from the Merchant and I threatened to cancel the transaction. The screenshot of my text messages to the Merchant will be attached. 

Lost 13 % of capital after XXXX days After a few days, I lost over 13 % of my investments and I communicated this to the merchant. Screenshot will be attached. 

Marketing and advertising other premium packages After a few days, the merchant started marketing and advertising another premium package for another purchase which he never discussed earlier. So if I wanted to get better results I have to purchase another premium package. 

Unsatisfied with the service After just about a week, I was not satisfied with the service and wanted to cancel the service as agreed but the merchant refused to honor his money back guarantee. I communicated with the merchant that I am not satisfied with the service for several reasons and decided I want to cancel the transaction but the merchant refused to cancel the service.

The Merchant started claiming that there is nothing on the recorded calls about money back guarantee within the first month and still refused to release the full recordings to show this.

Merchant refused to release the full call recordings The merchant recorded the calls and refused to share the full recordings with me, an active participant on the call. He only wants to share snippets of the calls.

Merchant wants to tamper with the call recordings I believe the reason the merchant wants to share only snippets of the calls with me is because he wants to remove those parts of the calls that have the money back guarantees within the first month. That is the sole reason he wants to share only parts of the call.

Merchant says there is a money back guarantee but only available at the end of the package The merchant refused to cancel the transaction and return my money, rather he wants me to continue paying him for a service I am not satisfied with until the end of the package which is the end of XXXX years. 

When I opened an Affirm case for this, the Merchant said that there is a money back guarantee but opening the Affirm case will void it. At the same time, the merchant is also saying that opening up a case with Affirm will result in me losing my money back guarantee, the same nonexistent money back guarantee he has refused to honor. XXXX will be attached. 

Bragging that Affirm will side with merchant Even before Affirm reached a decision wwithout looking at the recorded telephone calls which formed the basis of the contract, the merchant bragged and boasted via text message that the edited telephone call recording snippets ( not the full recordings that discussed the first XXXX month money back guarantee ) will be provided to Affirm and that Affirm will side with the the Merchant. Screenshot will be attached.

As the Merchant bragged about, Affirm sided with the Merchant without looking at the telephone conversations which formed the basis of the contract.

Full call recording is with the merchant I will share all the evidence I have but the critical evidence is the full recorded telephone call that is with the merchant which contains agreement of the parties to the transaction and nothing more.

Merchant 's inconsistent claims The same merchant claims - money back guarantee will be honored only if I continue the unsatisfactory service till the end of the package i.e. a year 's time. Note that I will have to be placing bets throughout this period. 
- the money back guarantee I can not claim will be void if I decide to opt out of the transaction, so I am locked in with no remedy - if I open a case with Affirm I will lose the same money back guarantee that he can not provide. 
- so what is the usefulness of the money back guarantee if I have to wait till the end of the package? He wants me to keep paying for a service I am not satisfied with till the end of the package? 

Summary In summary, during the phone calls for this transaction the merchant promised to refund within the first month if I am not satisfied with the service. I am not satisfied with the service and the merchant refused to honor the money back guarantee. There was no other document or agreement for this transaction apart from the telephone calls. 

Parties XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation