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:06/05/2025

  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 purchased a gift card from afterpay and I cant use it it saying not redeemable

  

  Business Response

  Date: 06/06/2025

  Thank you for getting in touch with Afterpay regarding the customers gift card purchase with Prezzee. Our customer experience team has reached out to them to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  Customers needing assistance with an existing Gift Card order, will need to contact Prezzee (our Gift Card provider) directly for any queries about the Gift Card specifically. For security purposes, Prezzee will not provide transactional history to Afterpay. For this, we encourage customers to connect with the Prezzee team directly to help expedite their request. 
  
  Customers can call them directly or contact them via their *********** ************************************************* or by emailing ***************************************************. *****************: The Prezzee Team are available between 9 AM 9 PM Eastern USA time (7 days a week)
  
  Customers can also track their order status, correct any mistakes with the email address and resend failed gift cards by heading to their tracker here ********************************.
  
  Please note, Gift Cards are non-refundable and cannot be canceled. Afterpay will not be able to assist with the request to cancel the card and will require the Prezzee team to further assist with Gift Card related concerns. 
  
  Afterpay appreciates their understanding and hope they are able to resolve their order with the merchant successfully.   
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:06/04/2025

  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.

  The month of May and June 2025 keep getting non authorization transaction for over two hundred dollars and email 7 times to give me a call back but no call back

  

  Business Response

  Date: 06/06/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about unauthorized transactions.
  
  Our Customer Experience team would like to provide them with the necessary support but have been unable to locate an account with the information provided in their complaint. 
  
  The customer has been advised to provide our team with further information needed to investigate the concerns. Afterpay will remain in contact with the customer to ensure their concerns are addressed.
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:06/04/2025

  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.

  On June 2, 2025, I noticed there was a charge on my card from Afterpay, for $99.58 on May 30. I did not shop for anything or use Afterpay for this amount of on that date. I checked my Afterpay account and did not see any payment amounts/charges for $99.58.I filled out the form on the website asking what this charge was for. I got a response from ****** that I didn't have any account after providing my information. I replied back with a screen shot of my account. There was no response. I have been emailing them since 6/2 with no response. I have even emailed the CEO **** ****** with no response.

  

  Business Response

  Date: 06/06/2025

  Thank you for getting in touch regarding the customers payment discrepancy with **********************.  Our customer experience team has reached out to the customers to address their concerns
  
  When a purchase is made at Afterpay the customers installments are processed automatically by Afterpay on the due date as outlined on the payment schedule. However, customers can also make a manual payment before the due date by paying one installment at a time or by using our bundled payment feature which allows customers to pay the total owed balance on their account, or a custom amount of their choice, which is distributed against owing payments on multiple orders.
  
  Afterpay's customer experience team has sent the customer an email with the specific details of their payment made and ask that they review and respond with any questions.
  
  Afterpay will ensure their concerns are fully addressed in line with Afterpays policies. 
   
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:06/04/2025

  Type:Order 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 just tried to place an order with the $155 I got in my available to spend on Afterpay but when I went to pay for my order the app tell me I cant order any more to pay off one my orders first. That is not right I should be able to spend what I want if I pay. I have done nothing but do right by them. I havent been late on any payments except one time because Afterpay charged the wrong card. I need to place another order so I want the ability to place another order please because if I cant place another order then my BBB complaint will stay and Ill change banks and I wont pay any more on any of my open orders. All Im asking for is the ability to place another order.

  

  Business Response

  Date: 06/06/2025

  Thank you for getting in touch with Afterpay regarding the customer's concerns about using ********************************************. Our Customer Experience team has reached out to the customer to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  Regarding Afterpays services Customers have a pre-approved Spend Limit with Afterpay, which is an estimated amount that consumers may be eligible for when submitting an order request. Several factors are taken into consideration to determine order approvals such as the repayment history and "Spend Limit" on an Afterpay account. Additionally, there may be merchant limitations for orders.
  
  Please note, Afterpay makes a fresh assessment every time a consumer attempts to place an order with us. While order declines may occur, as Afterpay cannot guarantee 100% approval of all orders, the customer may try **********************'s ******************** with a future transaction.
  Afterpay appreciates the opportunity to provide clarity on this matter.
  
  Sincerely,
  
  The Afterpay Team

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23418854
  
  I am rejecting this response because: I do not accept what they say. Since I cant place another order they will not get another dime from me. Consider my open orders unpaid. Im changing banks and going to sezzle. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/09/2025

  Thank you for providing Afterpay with the customer's feedback.
  
  The customer has been advised that ********************** conducts a fresh review of each order attempt, but cannot approve of all orders. 
  
  Afterpay can confirm that the customer has been provided with the correct information, in line with Afterpays Terms of Service, to address their order concerns.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23418854
  
  I am rejecting this response because: I do not accept this response. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/04/2025

  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.

  Let me first start by saying I have been a long time customer of ********************** and I have never had a negative experience with them until now. I recently reached out to Afterpay on 5/30/25 to left a freeze that was placed on my account due to me moving some payment dates that I have since paid. I initially received a response saying that the freeze would be lifted, however when I went to use my account on 6/2/25, I discovered that my account was still frozen and that the response that I received on 5/30/25 was from a bot. I messaged Afterpay again on 6/2/25 requesting that the freeze be removed because I paid all the payments that I requested a due date change for and as of today, I have yet to receive a response from them and my account is still frozen. Usually I receive a response from them the same day, or no later then the next morning, however the bot says that it could take several days! I do not understand, they do not have a telephone line and request that you reach out to them via the help section in the app, but it could take days for a response??? I went as far as sending a message on their Instagram account and even filed a complaint on their website via email to no avail. I really love Afterpay, they truly have been a blessing for both my family and I and I have told multiple people about them, but this experience really breaks my heart because I use them very often and it troubles me not to be able to communicate with customer service on important issues. I pray this gets resolved soon.

  

  Business Response

  Date: 06/05/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their payments and their account. ********************** appreciates the customer's feedback and our teams work diligently to address customer inquiries in a timely manner. 
  
  ?Afterpay promotes responsible spending and financial well-being through the use of our services. Limitations to our services may be put in place so customers continue to have an experience in which they don't inadvertently create financial burdens for themselves. This includes, but is not limited to the following: holds, freezes, and account closures.
  
  Afterpay has been in contact with the customer via email to provide them with this information and to address their concerns regarding their recent payments and their account. The customer is invited to reply to our team if they have any questions. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:06/04/2025

  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 bought a wig from Getta hair and when the wig arrived it was nothing like the picture showed online. I asked if I could send it back to which my request was repeatedly ignored by the merchant. I filed a dispute and again my request was ignored but this time by Afterpay. This has been such a horrible experience, the wig isnt even the same color as the original one. I just want to return it and get my money back.

  

  Business Response

  Date: 06/05/2025

  Thank you for getting in touch with Afterpay regarding the customers order with Geeta Hair. Our customer experience team has reached out to them to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Until Geeta Hair communicates that a refund should be issued with respect to an Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule. 
  
  In reviewing the customer's account, ********************** can confirm no refund has been communicated by the merchant to Afterpay. Afterpay asks that they continue to work with Geeta Hair to help expedite their refund request. 
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23417229
  
  I am rejecting this response because: I need your help in getting in touch with these people to get an address since they keep ignoring me.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 06/06/2025

  Thank you for following up with Afterpay regarding the customers remaining concerns with Geeta Hair. 
  
  We can confirm that our customer experience team contacted the customer via email in regards to this complaint on 6/5/2025. Afterpay reviewed this interaction upon receipt of the initial complaint and can confirm that the correct information for this issue has been provided in line with Afterpays Terms of Service.  No additional action is available at this time. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23417229
  
  I am rejecting this response because:

  I have not been able to reach Afterpay even after I tried to contact them several times. I filed a dispute with Afterpay that was opened and closed within 5 minutes with no explanation. This isnt good business ethics whatsoever.

  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:06/03/2025

  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 5/26/25, I placed an order to ***** Club via afterpay. I was charged my first installment payment from Afterpay of $77.97. However, ***** Club immediately cancelled the order. I submitted the attached proof to Afterpay showing my order has been cancelled and I have not been charged from ***** club, to which ***** Club confirmed, in an open dispute. They have stated they would give me an update on 6.3.25, but I have been unable to get in contact with anyone, I have not been refunded, and my Afterpay account is still showing the remaining balance for the cancelled items. I am in need of an immediate refund of funds that were never charged to Afterpay and should have been refunded immediately, and need my Afterpay account to reflect the ***** Club charge as cancelled and therefore no longer owed.

  

  Business Response

  Date: 06/04/2025

  Thank you for getting in touch with Afterpay regarding the customer's order with ***** Club. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.
   
  In reviewing the customers account, ********************** confirmed that the refund notice from ***** Club to void their order was not received, delaying the refund process. On 6/3/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:06/03/2025

  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.

  This is a complaint that involves ******** companies. On May 30, 2025 I received an email from a company called AfterPay. The email advised Welcome to Afterpay. I brushed it off as Spam. However, I received another email May 30, 2025 advising my loan is confirmed with Afterpay providing an order number #************ and key finance details such as monthly installment amount $50.28 and an Outstanding balance of $603.47. At this point I was disturbed. I received 3 additional emails. One from ****** on May 30, 2025 and 2 from Stubhub displaying order # ********* and #*********. The Klarna email advised of a charge of $148.99 merchant order reference PM258798197_********* , 6DR9LX0B and what made me think this was finally real is it showed a card that paid with the last 4 digits matching a card I held. When I contacted my bank I was able to see the charge. I filed a dispute immediately and the card was closed for fraudlent activity. I contacted the company ****** and asked them to cancel the orders prior to the event. They gave me this dispute number PM258798197_********* but the charge is still on my account. Later this day I received a payment scheduled regarding additional charges to be taken in the amount of $148.99 scheduled to occur 06/13, 06/27, 07/11. I never created a Klarna or Afterpay account. When I accessed the Stubhub account it showed I never used it as well prior to this event. I would like to have any accounts with Klarna, Stubhug and Afterpay disabled and any charges refunded or dropped. I live in N.J. and not ******* where this event occurred.

  

  Business Response

  Date: 06/05/2025

  Thank you for contacting Afterpay regarding the customer's concerns about the unrecognized use of their card. Our Customer Experience team has reached out to the customer to address their concerns.
  
  Afterpay empathizes with the customers situation and acknowledges that unrecognized activity of any sort is alarming and violating. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or unrecognized activity.
  
  An email has been sent to the customer with information to assist them regarding their concerns about unrecognized activity. We invite the customer to review the information provided and reach out to our team if they have any questions.
  
  Sincerely,
  The Afterpay Team
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23413540
  
  I am rejecting this response because, I have not heard back from afterpay after my recent response nor has any action been taken. I have yet to communicate with someone via email or phone to provide the details needed for them to properly investigate. If that is the case, how can Afterpay just close the complaint without doing anything to review this? Can you have them please provide any request to my ******************* account. 

  As I have never registered for an Afterpay account, and this is a Fraud situation, I want this thoroughly researched.

   

  Sincerely, 

  **** *****

  

  Business Response

  Date: 06/09/2025

  Thank you for getting in touch with Afterpay regarding the customers follow-up concerns. 
  
  ********************** can confirm that our team contacted the customer on 6/5/2025 regarding their concerns. A follow-up has been provided to the customer to further assist them.
  
  We will continue to remain in contact with the customer to provide them with support. 
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23413540
  
  I am rejecting this response because:. Saying you will contact me at some point in the future to review does not mean you have done anything at all. Has there been an investigation, has there been any information presented from said investigation?? Nothing has been done at all.. please note I have filed with the attorney general of ** and have filed a notice of dispute certified mail to stub hub. I did not request any of this and will take every action possible to make sure this is investigated thoroughly.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/02/2025

  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.

  I have a credit line with Afterpays and my limit was decreased to zero for no reason. Ive been attempting to contact them for over a week. Via email and chat and have received no reply whatsoever

  

  Business Response

  Date: 06/05/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent experience with their ********************** Spend Limit. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is committed to promoting Responsible Spending. The Spend Limit on an Afterpay account is the estimated amount that customers can spend and may change based on a variety of factors including payment history. If a payment is made within the 10-day grace ******* the payment is still marked as late. Afterpays system will review the repayment history for future purchases and may reduce the Spend Limiton the associated account. 
  
  The customer has had an installment paid late. Afterpay has sent an email to the customer with these specific details as well as details on any changes to their Afterpay account 
  
  While late payments impact one's Spend Limit with Afterpay, it is only temporary. As customers continue paying their future and/or current installments on time, it will positively impact their repayment history and our system will reassess their Spend Limit.
  
  Our customer experience team has emailed them to provide them with additional information regarding the changes on their Afterpay account. 
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:06/02/2025

  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.

  On 5/9 I was notified via email from Afterpay that there was bank dispute with a payment made to my account. I immediately responded to email asking for more information. After ********************************************************************************************************* it is a card I know nothing about and to please let me know when and how the card was added to my account. The response was never explained and was danced around. I have asked for a call back to discuss how to resolve, received one call back from an agent that stated a "specialist" would call me back after an investigation, no one called. I did receive emails that provided the same automated/scripted response with still no information on how to respond other than providing Afterpay back information for me to send payment. I stated I was not comfortable sending payment outside of the Afterpay APP and asked for alternative way to resolve and I am placed on another loop with no resolve. There is no number to contact, no live chat. I need help in resolving, not sure if this is a scam, but my Afterpay account is now frozen while I am still making payments on open purchases. I have been a customer for over two years and have never experienced any issues until now.

  

  Business Response

  Date: 06/06/2025

  Thank you for contacting Afterpay regarding the customers account. Our Customer Experience team has reached out to the customer to assist with their concerns about their account and their report about unrecognized activity.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  Afterpay empathizes with the customers situation and our investigations team is reviewing the details of the reported activity. We will continue to remain in contact with the customer to ensure their concerns are addressed.
  
  Sincerely, 
  The Afterpay Team