www.Affirm.com Affirm financial company They refuse to process a refund on returned item San Fransisco ca

I made a purchase at a furniture store using Affirm as the financing company. The item was delivered and found to be defective. I filed a dispute to receive a refund because at first the store did not want to a refund. Then the store manager agreed to do a full refund and pick up the item. They came and got the item and gave me a receipt showing proof they picked it up. Then they sent me another receipt proving a refund to the original form of payment which was Affirm. I sent that information to Affirm, I uploaded it more than once, I emailed it to them, I called many times. They closed the dispute and said too bad final decision you still owe the loan. How can I owe a loan on a bad item I no longer have when the original merchant gave the money back to Affirm?? This has to be illegal. After looking online on many sites unfortunately they do this to a lot of people. Their customer service is all foreign and reads from a script, no one helps you. No one reads the papers you upload showing proof of return. 2 months I have been fighthing them and no help at all and now they are charging me more money in interest.