Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They banned me cause a payment was late for awhile I paid it off but I had lost my job before I could pay it off so they banned me me no second chance all over REMOVEDusd I tried contacting support they told me that I could no longer use their services the last payment before this was in 2025 I know I was late but I feel like I should have another chance it has also effected my credit by this

  

  Business Response

  Date: 09/30/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

  Customer Answer

  Date: 09/30/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  I have left 3 pictures of the terms and conditions not stating what I was responded with from the team 
  Sincerely,
  
  Dakota REMOVED

• Initial Complaint

  Date:09/25/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# REMOVED. Despite having returned 4 car hubcaps delivered defective, REMOVEDseller stated they have to inspect returned parts as a condition of refund.USPS 9302211047800004831200.Afterpay closed my new dispute despite having my screenshot as proof, a demonstration of merchant bias. REMOVEDfiled.

  

  Business Response

  Date: 09/29/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

  Customer Answer

  Date: 09/29/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/23/2026

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Afterpay let me create an account but when I tried to use the approved credit amount of $600 it kept saying error. I called customer care and they said I had multiple accounts but I only made one account and I couldn't even use it, they failed to provide me with any info regarding the other accounts. I wish to be contacted by email as I teach during the day until 315pm. I would like my account and proof of these other accounts.

  

  Business Response

  Date: 09/24/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/23/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding a $200 REMOVEDgift card purchase I made through Afterpay on September 9, 2026.After receiving the gift card, I discovered that my card has been actively suspended, which has prevented me from using the gift card. Despite being unable to access or use the gift card, I have continued to make payments to Afterpay for this purchase. At this point, I am being required to pay for a gift card that I cannot use, while the funds I intended for my everyday purchases remain tied up in this transaction.I am requesting a full refund of the $200 gift card purchase. I am also requesting reimbursement or removal of any late fees or additional charges that have resulted from this situation. Because I have been unable to use the gift card for the daily expenses it was intended for, I have had to use additional funds to make those purchases, creating an unnecessary financial burden.I have experienced an issue with purchasing a gift card through Afterpay in the past, but that issue was resolved very quickly. This current issue, however, has been ongoing for more than two weeks without a satisfactory resolution.I am asking Afterpay to please investigate this matter immediately, refund the $200 gift card purchase, and reverse any late fees or charges associated with payments affected by this issue. I would also appreciate written confirmation of the resolution and any additional steps I need to take.I would like this matter resolved as soon as possible, as I should not be required to continue paying for a gift card that I am unable to use.

  

  Business Response

  Date: 09/24/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/22/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Afterpay account was compromised an unauthorized user gained access and changed the email and phone number on file. I requested the account be restricted, which was done, but no fraud claim was actually opened at that time. I followed up 10 days later and was told by a supervisor the original claim had never been submitted. A new claim was opened; I was then told the timeline was 14 days, not 10.Since then I've called repeatedly and was told the investigation is still ongoing. I asked for a supervisor twice and was told someone would call me back both times neither callback happened. On one call, a representative hung up on me. I called back and requested a payment extension since the matter is under investigation, and was told all extensions were exhausted.On 9/22, a representative told me payments would be placed on hold until 10/31 due to the investigation. These are valid, non-disputed charges I only asked they be paused while the investigation is completed, as promised. Despite this, a payment was already taken, and another $53 payment is scheduled for tomorrow, contradicting what I was REMOVEDhas been over a month since I reported the compromised account, with no resolution, no supervisor callback despite two promises, and payments continuing despite confirmation they'd be held. I've requested case status, a case number, and payment hold confirmation multiple times, verbally and in writing.

  

  Business Response

  Date: 09/23/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/22/2026

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase online for a motorcycle trailer using AfterPay. Didnt get notice of order acknowledgement. Contacted business and was told I was scammed? Reached out to Afterpay and never got resolution. Im out $252.08.

  

  Business Response

  Date: 09/23/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/22/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I have previously requested to close my account with REMOVEDsince I have zero balance and there were incorrect information with the account that could not be changed. I have tried to log in and it now says my account has been deactivated. I want my phone number to be unlinked/ unbinded from afterpay. I also want all my information from your system to be removed. There is no way for me to contact afterpay support because it keeps asking me to log in but my account is already deactivated. I want my account closed not deactivated and my phone number unbinded from afterpay.

  

  Business Response

  Date: 09/23/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/22/2026

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $1000.00 through after pay for tickets to attend a gala with REMOVED(the company). The event date was later changed and I was unable to attend. Since the date was changed by the company and not me I wanted a refund. No one could give me a clear answer. The date I purchased the ticket was November 16th 2025. I contacted after pay more than once because I am on a payment plan. I informed them of the situation. Transaction # REMOVED.After pay informed me to send an email to Pro Wealth Life and if they didn't reply within 3 days I should follow up with them. Now i am following up with afterpay and they are saying I should contact the merchant and the message they are providing today is different from before. I keep getting the run around and this is not fair.The merchant failed to uphold the contract. I purchased the ticket for the original date and not a date 1 month or more after. I am kindly asking for help in getting a refund.

  

  Business Response

  Date: 09/24/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

• Initial Complaint

  Date:09/22/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: # REMOVED- Immediate Cancellation and Refund Demand How can I prevent a package from being lost or stolen when it was NEVER delivered to me. As you can clearly see in the pictures I provided, it was a very small box that the so-called merchant delivered, NOT A SHED. I am not paying for this. I am contacting the Better Business Bureau and reporting Afterpay and any others including this as fraudulent. I have contacted the merchant 8 or 9 times with absolutely no response or resolution. You as a participant in this whole scam, should want a resolution as well. I will also be contacting my credit card company to put a stop on any further attempt to receive payment since I haven't received anything form the merchant. I will also be putting a complaint into the credit bureaus to report fraud. I have sent repeated emails, phone call to Afterpay and to the Merchant (Grudens or Belibags) and have not heard from the merchant since the order was placed on 9/7/26. I keep being told by Afterpay there is nothing they can do to help but they want my money to pay for a shed I never received. Please help, I've sent pictures showing the wrong house along with the small package that the merchant is claiming was delivered. In the picture, I sent was not a shed (10 x 8) nor my house. I've sent all of those pictures to Afterpay and the merchant, still no help.I just want my money refunded to the original card and this to not go on my credit report. Thank you REMOVED

  

  Business Response

  Date: 09/24/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

  Customer Answer

  Date: 09/24/2026

   
  Complaint: 25303930
  
  I am rejecting this response because:  Here is an email thread with Afterpay, they have repeatedly done nothing to help me get this resolved. Below is just one of the email threads.  They are now sending me emails, texts requesting me to turn back on autopay so they can get paid for the remaining three payments for a product I did not receive.  I have not received the shed which was 10x8 feet.

   

   

  How can I prevent a package from being lost or stolen when it was NEVER delivered to me.  As you can clearly see in the pictures I provided, it was a very small box that the so-called merchant delivered, NOT A SHED.  
  
  
  I am not paying for this.  I am contacting the Better Business Bureau and reporting Afterpay and any others including this as fraudulent.   
  
  
  I have contacted the merchant 8 or 9 times with absolutely no response or resolution.  You as a participant in this whole scam, should want a resolution as well.  
  
  
  I will also be contacting my credit card company to put a stop on any further attempt to receive payment since I haven't received anything form the merchant.  I will also be putting a complaint into the credit bureaus to report fraud. 
  
  
  REMOVED
  
  
  On Tuesday, September 22, 2026 at 09:11:10 AM EDT, Afterpay Support <REMOVED> wrote:
  
  
  
  
  Hi REMOVED,
  
  Thank you for getting in touch regarding your missing package. I acknowledge that this is a frustrating experience for you, and you are understandably seeking resolution.
  
  Afterpay is not liable for lost or stolen packages, there are steps that we recommend you can take in attempt to resolve the missing package:
  
  Have you verified order status? Contact the merchant: Merchants typically resume responsibility for packages until the status reflects Delivered or Left Notice. After that point, it is the merchants discretion on if they have the ability or willingness to refund or replace the stolen package. You may find that merchants address this matter in their terms and conditions or policies (listed on their website). 
  
  Contact the courier: Merchants select their courier service such as REMOVEDand REMOVED. Once the merchant confirms that the package is delivered, if you did not receive the package, filing a missing package claim with the courier can assist with your resolve attempt. If the package is insured, you may be able to file an insurance claim. Since each courier has a different process, it is important to contact them on further instruction. 
  
  File a police report: If your package was stolen, we recommend that you file a police report to further investigate. Package theft is a felony and can be punishable by prison time. The police report will not only record your claim, it may potentially assist law enforcement with catching the culprit and recouping your stolen merchandise.
  
  There are no guarantees that resolution will take place in these cases. Package theft is a widespread issue. However, there are precautions that can be taken to help prevent this from happening in the future. If possible, having your package sent to your P.O. Box, local courier location or your work address, can significantly help. Additionally, requiring a signature can assist in making sure that your package is delivered to someone (at least 18 years or older) at your residence. 
  
  We sincerely apologize for the inconvenience and hope that you are able to get assistance from the options provided.
  
  Thank you,
  
  REMOVED.
  Customer Support
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/28/2026

  Thanks for following up, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Afterpay Complaints Team.
  
  
  Sincerely,
  Afterpay
  
  
  

  Customer Answer

  Date: 09/29/2026

   
  Complaint: 25303930
  
  I am rejecting this response because: Afterpay has not helped me with this issue.  They are not resolving the issue other than emailing that my account is suspended because I'm not paying the remaining three installment payments.  The merchant is stating to Afterpay that the package was delivered.  In pictures that I sent to Afterpay showing a picture of my porch vs the porch that a very small box was delivered are completely different, they still did nothing to help.  Afterpay has done absolutely nothing to help me get this resolved.  I ordered a 10 x 8 foot shed and it has not been delivered.  I am not paying for something i haven't received.  The merchant I ordered the shed from was called "Bellibags" and the merchant that is responding to Afterpay is called "Grudens". 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/01/2026

  Hello,

  
  Thanks for following up, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Afterpay Complaints Team.

  
  Sincerely,
  Afterpay
  

  
  

  Customer Answer

  Date: 10/02/2026

   
  Complaint: 25303930
  
  I am rejecting this response because: It's not true.  I just received this email yesterday from Afterpay.

  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/20/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/22/26, I contacted Afterpay to update my legal name and phone number. I provided all requested documentation, including identification, legal name-change documents, proof of my phone number, and other verification information.After Afterpay updated my information, I became unable to use an account I had successfully used for years. I continually receive the error: These details are already used by another profile.Since August, I have contacted Afterpay repeatedly by phone and email, submitted the same documents and error screenshots multiple times, and had my case escalated repeatedly. On 8/17, Afterpay told me a duplicate account was closed and my account freeze was removed. I immediately advised them the issue remained. On 8/18, they again told me the issue was resolved. I again informed them it was NOT resolved.After weeks of this, Afterpay identified another account, REMOVEDconnected to my current phone number. I have repeatedly explained this account DOES NOT belong to me. It appears REMOVEDwas the previous owner of my phone number. Afterpay confirmed the REMOVEDaccount was created in 2020, while mine was created in 2021, and that the other account's verified information is preventing verification of my legitimate account.Despite identifying the problem, Afterpay has still not corrected it. Instead, I continue being asked for documents and information I have already provided and am repeatedly transferred or escalated.I am requesting that Afterpay manually correct the improper association with the unrelated account, restore full use of my legitimate account, and confirm my personal information is not associated with another customer's account.

  

  Business Response

  Date: 09/23/2026

  Hello,
  
  Thanks for reaching out and making us aware of this issue. We're sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 business days via email.
  
  Thanks,
  Afterpay

  Customer Answer

  Date: 09/23/2026

   
  Complaint: 25298546
  
  I am rejecting this response because: This is not a resolution. I have been promised resolutions via email multiple multiple times, and when told to call in, I am also run in circles with customer service. I want to keep the REMOVEDcase open until resolved, and I look forward to hearing Afterpay's proper response with a resolution. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/25/2026

  Thanks for following up, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Afterpay Complaints Team.
  
  
  Sincerely,
  Afterpay
  
  
  

  Customer Answer

  Date: 09/25/2026

   
  Complaint: 25298546
  
  I am rejecting this response because: I have replied to your complaints team emails and still no resolution for months. Keeping this BBB complaint open until fix is issued. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/01/2026

  Hello,

  
  Thanks for following up, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Afterpay Complaints Team.

  
  Sincerely,
  Afterpay
  

  
  

  Customer Answer

  Date: 10/01/2026

   
  Complaint: 25298546
  
  I am rejecting this response because: The company has continued to not respond to my emails and continues to delay support with this issue. Theyve reached out to me multiple times and asked me to verify my name, address, and other identifying information multiple multiple times and still no resolution. Last email was over a week ago and despite me reaching out, still no response from the team. 
  
  Sincerely,
  
  REMOVED