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:06/07/2025

  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.

  Someone opened an after pay account in my name. Spelling ny maiden last name incorrect. Using my email, my maiden name, my home address and is purchasing goods. I have attempted to contact after pay twice for asssitance reporting this is a fraud account this needs to be taken seriously. This is my identity that was stolen, no response from after pay. They allow this fraudulent account to remain open. Hurting myself,The victim. This company failed to follow any standard of identity verification, email verification, and fails to respond in an appropriate amount of time so extremely serious support requests: no customer service number is available.

  

  Business Response

  Date: 06/10/2025

  Thank you for contacting Afterpay regarding the customer's recent experience concerning an Afterpay account. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. Fraudulent activity is an unfortunate widespread issue that impacts all institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  
  The customer may wish to report the matter to the Police ****************************** Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
   
  Our investigations team is reviewing the details provided and the reported activity. Afterpay asks that the customer reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:06/06/2025

  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.

  I have been a loyal after pay customer for almost 2 years. I always pay my bills with them early or on time. With afterpay you pay 1/4 of your payment up front and then a fourth every 2 weeks. Apparently, afterpay added a feature to alter your payment date. This feature has been auto selected and added to all payments without notice to customers causing us to become behind on our payments AND our credit limit taken away as a result.I have reached out to customer service and was told that I can turn the option off. I turned the option off just for it to come back on without my consent. I have reached out to customer service and have not heard a response in over 5 days!!!!They have no way to call and speak to a live person. I feel scammed and I dont feel comfortable paying my remaining balance without a resolution or contact with a live person to explain to me what is going on with my account and to fix the glitch in their system and restore my credit line and good standing status.

  

  Business Response

  Date: 06/09/2025

  Thank you for getting in touch with Afterpay regarding the customer's 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. 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.
  
  The "preferred payment day" setting is a new payment setting which allows Afterpay customers to align scheduled payments to a preferred day of the week. Customers will be sent a notification email when a preferred payment day has been set. 
  
  Please also note, Afterpay customers have a Spend Limit on their account. The Spend Limit is an estimated amount that customers can spend and may change based on a variety of factors including payment history. Late payments affect a customers Spend Limit with **********************, but the impacts are temporary. As customers pay their installments on-time, this will have a positive impact on their repayment history and their Spend Limit with Afterpay will be reassessed.
  
  Afterpay has been in contact with the customer to provide them with this information as well as further details about their payments and account. We appreciate the opportunity to assist the customer regarding their concerns. 
  
  Sincerely,
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23433446
  
  I am rejecting this response because:
  
  This feature was added without my consent in early May. I contacted customer service and was told this SAME GENERIC RESPONSE! I turned the feature off as guided. 
  

  Come 6/1/25 my bank account is being charged for installments I initiated 5 days prior. I borrowed money to pay thinking I made a mistake and missed a payment. After further research I found out the preferred payment date was automatically turned back on without my consent. 
  

  If I turned the option off, that means I elected not to use it. Why would it be turned back on without my consent and cause me to be late on a payment plan I didnt agree too, resulting in my spending limit being taken away temporarily until further notice.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/12/2025

  Thank you for providing Afterpay with the customer's feedback.
  
  ********************** has followed up with the customer regarding their concerns about their payments and their account.
  
  Our team sent an email to the customer to provide them with further details to address their concerns. We invite the customer to review the information and reply to our team if they have any further concerns.
  
  Sincerely,
  The Afterpay Team

• 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: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.

  Hello - I filed a dispute a few days ago for a ********* purchase and it appears it was erroneously denied. This is in reference to order ID ************. Per the attached, I was supposed to be refunded $118 however to date I have not received the refund. Can you please re file the dispute and ensure it gets pushed past the inquiry status? This was due to me receiving the wrong item.

  

  Business Response

  Date: 06/10/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, Lululemon. 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. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. 
  
  On 6/10/2025, our customer experience team submitted a dispute with ********* in an effort to help them resolve the customers refund concerns. Any response or action provided by ********* through the dispute raised will be communicated to them through the Afterpay order in their Afterpay account. 
  
  ********************** asks that the customer continue to work with ********* directly or wait for their response to the dispute. We hope they can resolve this matter with Lululemon for a successful outcome.
  
  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