This is hands down the worst customer service I have ever received. I got to the hotel on Thursday after already making payments to Affirm and the payment won't go through (it's saved in the hotel's system as a credit card with Affirm under the name). I call Affirm to figure out what's happening, and they say that they can't help me, Priceline is who handles the money payment to hotels (note that during this time the agent for Affirm could not pull up my account and said his system was running slow). I call Priceline, who says they can't handle it, it should be Affirm, but maybe try Booking.com if Affirm is saying they can't help. So I try Booking.com and they also confirm that Affirm is the only one who can help with payment. I call back Affirm and they continue to say they can't help, until I'm finally able to speak to a supervisor while conferencing with Priceline (probably the only reason they finally revealed the truth) who says oh yes they are the ones who can help but their entire system is down, they have no ETA on a fix, and I'll have to wait around for 2 maybe 3 hours. At this point I had already been in the hotel lobby for 2 hours and just needed somewhere to sleep so I paid the hotel out of pocket, they said that if Affirm could get the payment through by the time I checked out then I would get a refund and it would be fine. It was not fine, Affirm never paid the hotel, so I paid Affirm and the hotel for this room.
When I get back from my trip, I call the hotel and confirm that the charges on my card will not be reversed as Affirm still has not paid the hotel. I call Affirm to ask for a refund for the amount that I paid, when they were supposed to pay, and again they tell me that they can't handle payment, it all goes through Priceline. I call him on his lie and say that I already know that isn't true, I've already spoken to every party and someone from Affirm has already admitted that only Affirm can handle payment information. I ask him to put Priceline on the phone so we can all speak together to clarify exactly what needs to happen, because Affirm already put me through phone tag for hours the week before and I wasn't willing to go through that again. The supervisor (Scott) said he didn't have time to do that and I needed to handle this myself with Priceline because they wouldn't give me my money until Priceline gave them theirs (again, Priceline had nothing to do with the payment, they did not take money nor did they have the ability to process it).
I do end up having to talk to Priceline after Affirm continues to refuse to help me and am having it escalated with them. But at this point Affirm has stolen my money and lied to me, wasting hours of my time and stranding me in a hotel lobby without any care for their fault in the issue.