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:11/29/2022

  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.

  Have an account tried to access account to change payment info as my one on file was closed due to someone hacking Wont let me in acct. says doesnt exist. Try to create new says acct already exists. Getting late payment charges. Wont communicate by phone. Asked by email to call me. Instead they email me what to do. Want to pay but impossible. They should not be in business

  

  Business Response

  Date: 12/02/2022

  Thank you for getting in touch with us regarding *************************** recent experience with her Afterpay account. Our customer experience team has reached out to **************** to provide her with additional support.
  
  Afterpay strongly values the security and protection of customers. Our system was carefully and strategically structured to help fulfill this goal by implementing verification and security parameters in place to help protect our customers while also mitigating unfavorable activity. 
  
  If customers are unable to gain access to their account through the security methods we have set in place we may offer additional assistance on their behalf. We can confirm **************** has been provided with the necessary steps and was able to gain access to her account. 

  
  We invite her to reach out if she has any additional questions or concerns. 
  
  Sincerely,
  Afterpay Team
  

  
  

• Initial Complaint

  Date:11/29/2022

  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 initially placed an order with Amazon through Afterpay on 11.11.22. The total on my order was ******. Afterpay charged my account ******. (a difference of $23.18) On 11.14.22, I submitted ticket # ******** detailing my charges, and why the charges on my account were incorrect. 11.16.22 I received a response from the Afterpay team listing the (incorrect) charges AGAIN, even though the purpose of my email was to address the incorrect charges. On 11.19.22, I once again got in touch with Afterpay, regarding the incorrect charges on the account (ref# ********). On 11.20.22 once again, I get a message from the Afterpay ************** the incorrect charges, this time with a video link and information on how "Afterpay refunds" work. On 11.20.22 I requested my account be sent to a supervisor. Here is a copy of the response:Afterpay Support Team (Afterpay)Nov 20, 2022, 05:29 GMT+11 I completely understand that this situation is frustrating for you, *****.I am escalating this matter to our team of experts. Someone will get back to you with an update.We appreciate your patience.****** Afterpay Support Team I have not heard from ANY supervisor or anyone else at Afterpay since 11.20.22. I followed up on 11.22.22, still no response.I filled a complaint about Afterpay on 11.23.22 -Sorry to hear about your experience. Your complaint will be handled by one of our team members and they will get back to you shortly, usually within the next 5 days if not sooner.In the meantime - thank you for raising this concern. Your ticket number is 20187863.Have a good day.I have not received a response to this or any other ticket.

  

  Business Response

  Date: 12/01/2022

  Thank you for getting in touch with us regarding ********************** recent refund request. Our customer support team has contacted **************** to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When the customer initiates a return the merchant sends the funds back to their Afterpay account. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  In ****************** case, a refund of $22.42 was issued to her Afterpay order on 12/01/2022. This canceled her remaining balance and completed any payments owed to this order. 
  
  If **************** has any further questions regarding her requested refund we refer her to Amazons customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:11/29/2022

  Type:Product 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.

  I initially placed an order with Amazon through Afterpay on 11.11.22. The total on my order was ******. Afterpay charged my account ******. (a difference of $23.18) On 11.14.22, I submitted ticket # ******** detailing my charges, and why the charges on my account were incorrect. 11.16.22 I received a response from the Afterpay team listing the (incorrect) charges AGAIN, even though the purpose of my email was to address the incorrect charges. On 11.19.22, I once again got in touch with Afterpay, regarding the incorrect charges on the account (ref# ********). On 11.20.22 once again, I get a message from the Afterpay ************** the incorrect charges, this time with a video link and information on how "Afterpay refunds" work. On 11.20.22 I requested my account be sent to a supervisor. Here is a copy of the response:Afterpay Support Team (Afterpay)Nov 20, 2022, 05:29 GMT+11 I completely understand that this situation is frustrating for you, *****.I am escalating this matter to our team of experts. Someone will get back to you with an update.We appreciate your patience.****** Afterpay Support Team I have not heard from ANY supervisor or anyone else at Afterpay since 11.20.22. I followed up on 11.22.22, still no response.I filled a complaint about Afterpay on 11.23.22 -Sorry to hear about your experience. Your complaint will be handled by one of our team members and they will get back to you shortly, usually within the next 5 days if not sooner.In the meantime - thank you for raising this concern. Your ticket number is 20187863.Have a good day.I have not received a response to this or any other ticket.

  

  Business Response

  Date: 12/01/2022

  Thank you for getting in touch with us regarding ********************** recent refund request. Our customer support team has contacted **************** to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When the customer initiates a return the merchant sends the funds back to their Afterpay account. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  In ****************** case, a refund of $22.42 was issued to her Afterpay order on 12/01/2022. This canceled her remaining balance and completed any payments owed to this order. 
  
  If **************** has any further questions regarding her requested refund we refer her to Amazons customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, due to the amount of time, and energy that was expended on my hehalf unnecessarily. Yet, I'm glad to have the matter resolved after three weeks if dealing with Afterpay's incompetent customer service department. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  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 had some financial issues come up with medical costs and I was trying to delay a payment or two and theres no way to contact them and I submitted the email response for hardship with them. They have not gotten back to me and now my bank account is overdrawn and Im going to have a serious problem and they have still yet to contact me about refunding the payments and paying those at a later date about a week or two later.

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting us regarding ************************* Afterpay account. Our Customer Experience manager has reached out to ************** to address his concerns.
  
  We understand that circumstances can change, and thats why Afterpay has had a financial hardship policy from the beginning. We want our customers to know that we are here to help with flexible options. Customers can push out their payments for added flexibility or can contact us if they need additional support with their payments. Additional information is available through these links
  
  
         https://help.afterpay.com/hc/en-us/articles/360044314071-Can-I-change-the-date-a-payment-is-due-
         https://help.afterpay.com/hc/en-us/articles/************-Difficulty-paying-on-time-or-facing-financial-hardship-
  
  We appreciate his patience and regret the difficulty ************** has experienced in getting his concerns addressed. Our customer experience team requests he reply to our email when he has a moment so we can provide him with the proper assistance. 
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:11/29/2022

  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.

  We used Afterpay to make two separate transactions through a vendor. The vendor cancelled the Afterpay payment.. meaning Afterpay did not pay them a dollar. Yet Afterpay took the initial deposit out of my bank. Now they will not answer messages, emails, the help center on the app. Its been two weeks. *** raised a dispute. Ive done everything I needed to do on my end to get my money back but theyre keeping my money and providing no help. Not even responding. They deleted their help number to call. I need a refund for my two separate purchases that never got processed through the vendor or Afterpay. In the pictures below you can see Best Buy cancelled the order. But Afterpay is still taking my money. Ive never had a problem with Afterpay until new ownership took over.

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting us regarding ************************* recent order attempts with their Afterpay account. Our customer experience manager has reached out to ****** to further address their concerns.
  
  We can only check if somebody holds an account with us or discuss an account with an individual directly or with the individuals authorization. We ask the individual to get in touch with us directly with this request or provide us evidence of ***************** to act on behalf of the individual.
  
  We appreciate their understanding.
  
  SINCERELY,
  The Afterpay Team

• Initial Complaint

  Date:11/29/2022

  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 hate having to file a complaint against a Company i spend my money with and i enjoy shopping with Afterpay and so does everyone i've told about it. Afterpay have closed their so called customer service line. Now just as it says on the BBB website Afterpay doesn't respond to emails if at all. I would say if they do ever respond they're sending you the same automatic scripted message as a response to every message you send them. Afterpay also try to make customers pay for items they don't have. I've sent Afterpay proof over and over showing proof that the **************** only charged me $70.76. I also informed Afterpay that ******* never charged me for the one item i cancelled from the order. Yet Afterpay is still trying to make me pay $144.91 which include the trash can for $69.95 that i cancelled due to *******'s lack of bad delivery called ***** and USPS.I simply want Afterpay to correct the balance on my order for $144.91. That order as you can see was updated on *******'s end but Afterpay refuse to correct this order.Companies like Afterpay and many others seem to not understand that not responding to customer complaints is alao another reason customers leave. Companies like Afterpay fail to realize without customers there wouldn't be any Afterpay, Klarna, Affirm, Amazon, *******, Etc.

  

  Business Response

  Date: 11/30/2022

  Thank you for getting in touch with us regarding ***************************** recent refund request. Our customer support team has contacted ************ to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When the customer initiates a return the merchant sends the funds back to their Afterpay account. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  In ************** case, a refund of $74.24 was issued to her Afterpay order oN 11/30/22. This canceled her last two installments and adjusted her next payment accordingly. 
  
  If ************ has any further questions regarding her requested refund we refer her to our customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:11/28/2022

  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 attempted to place an order to **** on November 25, 2022. I attempted to pay for the order through AfterPay. However, the payment was shown to have not gone through and the order of course was not processed. After contacting ****, I was advised they indeed had no order for me or for the order number given to me by AfterPay. However, AfterPay drafted a payment out of my bank account. I have had 4 emails corresponding with AfterPay and dont seem to be getting anywhere with them. I sent them information, where they declined to pay, sent them a copy of where they drafted from my account and have told them **** states there is no order. So basically AfterPay is making me pay for something that I will never receive.

  

  Business Response

  Date: 11/30/2022

  Thank you for getting in touch regarding ********************************* order discrepancy with her purchase to ****. Our customer support team has been in contact with ****************** to address her concerns. 

  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but unsuccessful with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  In reviewing ******************** account, we confirmed that the refund notice from the merchant to void her order was not received delaying the refund process. Afterpay was able to confirm with **** that a cancellation was needed and a refund for $55.30 was applied to her Afterpay order ultimately canceling her installments and refunding her initial payment of $13.83.

  
  We appreciate her patience while waiting for the merchant to process her refund and invite her to reply if she has any questions or concerns. 

  
  Sincerely, 
  Afterpay Team

  
  

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  On 11/15/2022, I used Afterpay to pay for a purchase through Best Buy in the full amount of $609.98; Afterpay took a deposit of $167.75 from my card. The order went through and I received a confirmation email from Best Buy. Less than a week later on 11/21/2022 I received an email from Best Buy stating the card used to make my purchase failed authorization and so they would be cancelling my order. By the end of the night 11/21/2022 the order was cancelled because Best Buy was not able to charge the Afterpay card in the amount of $609.98. Best Buy NEVER received the money (that part is VERY important). I contacted Afterpay about a refund and they directed me back to Best Buy and told me to inquire with them. I was told Afterpay didnt see a refund processing and that I would have to wait until Best Buy processed the refund and the money would flow back to my account. On 11/28/2022 I spoke in chat with ****** and on the phone with ***** from Best Buy (two separate associates) about my refund. They both separately confirmed to me that Best Buy never received the money to issue a refund because of the failed authorization. So Afterpay is waiting on a refund that will NEVER come (because Best Buy never received money from the one time use card). Afterpay refuses to give me my money back until Best Buy pays them but Best Buy never took any money. So Afterpay is STILL charging me for an order where the payment never fully processed (except on my end of course!) and there was no product received. Im currently out $167.75 but will be out $609.98 when Afterpay finishes STEALING my money through the installments. Their customer service is an absolute nightmare!!! I want my $167.75 back and for the installments to stop! What am I paying for? Absolutely nothing!

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting us regarding Ms. ******************** concern with her Best Buy purchase. This is not the experience we expect our customers to have when speaking with our team members. We want our customers to feel heard and acknowledged when they interact with us. Our customer experience analyst has reviewed the interactions and taken action to address these behaviors.
  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but canceled with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  Once the return is processed by the merchant and the refund is communicated by the merchant to Afterpay- it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. 
  
  In reviewing Ms. ***** account, we confirmed that the refund notice from the merchant to void her order was not getting processed, delaying her refund. We can confirm her order has been voided and a refund has been processed back to her card on file. The funds should clear into her account in 5-7 business days (standard bank processing time). 
  
  We regret any inconvenience this may have caused and appreciate her patience while we the merchant processed her refund. 
  
  Sincerely, 
  Afterpay Team
  

  Customer Answer

  Date: 12/03/2022

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

• Initial Complaint

  Date:11/28/2022

  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.

  On 11/5/22 I placed a order for a playstation 5 from a website called thegalaxyjewels.com. I used afterpay to complete this purchase. I received a email from the website. On 11/10/22 I received a email saying my order had shipped but in the shop app for tracking it stated no tracking number. I went to afterpay and to the info in the order and clicked the buyers website and it took me to a completely different website that I never ordered from. I emailed the merchant and the weird website listed under my order. The merchant still to this day has not replied. Now when I go to the website it doesn't exist at all. So it was a scam site that for some reason was partnered with afterpay. I pushed my 1st payment back 2 weeks and started a dispute with afterpay. I get generic responses from them or nothing at all. I've explained the website doesn't exist anymore and they have done nothing. I have always paid my payments on time. The only thing I can think is that they are paired up with fake sites to take people's money because if they took the time to look into the site they would see it doesn't exist. They just keep telling me they are waiting on merchants response but clearly the merchant doesn't exist. Instead of processing payments and then having to refund me I think it would make sense to just cancel the order. They partnered up with this merchant and they need to figure out why. I just want the order cancelled because I don't think i should have to pay for a order I never received. The customer service is horrible. And what from what I've read this has happened to other people and I don't want to wait months to get it resolved nor should I have too. My order number was **** through the site that no longer exists and #************ through afterpay.

  

  Business Response

  Date: 11/30/2022

  Thank you for getting in touch with us regarding *********************************** recent refund request. Our customer support team has contacted ****************** to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When the customer initiates a return the merchant sends the funds back to their Afterpay account. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  In ******************** case, a refund of $399.99 was issued by the merchant to her Afterpay order on 11/28/2022. Since her installments have already been paid this refund has been processed back to her preferred card. She will likely see the funds within 5-7 business days.  
  
  If **************** has any further questions regarding her requested refund we refer her to our customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 11/30/2022

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

• Initial Complaint

  Date:11/28/2022

  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 October 31st as well as November 4th purchases were made on my Afterpay account. Upon reaching out to Afterpay about this issue, they put a temporary hold on my account while they investigate. Weeks later, I was informed that I was responsible for the purchases made on the account, this being the second/ third time happening I would think something would change. Now they have a hold on my account and requiring me too pay the about in full, in which I did not make these purchases.

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting us and making us aware of this issue. We regret to hear about ********************************* experience. Our Customer Experience manager has reached out to ************** to address her concerns. 
  
  We empathize with ************** situation and acknowledge that fraudulent activity of any sort is alarming and violating. 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.
  
  Please know that we take these matters very seriously and work hard to secure our customer's personal information as much as we reasonably can. For more information, please refer to our Privacy Policy. https://www.afterpay.com/privacy-policy.
  
  ************** may wish to report the matter to the Police https://www.*******/online-safety. 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 of her account and the reported activity. Once the investigation is complete, our team will provide her with an outcome. 
  
  In the meantime, we appreciate her patience and invite her to reply if she has any questions or concerns. 
  
  Sincerely,
  Afterpay Team