Complaints

This profile includes complaints for PayBright by Affirm's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PayBright by Affirm

  San Francisco, CA 94108

• 

  PayBright

  2100 - 181 Bay St Toronto, ON M5J 2T3

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:07/03/2025

  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.

  Hello *****,I hope you are having a great day!***** here from the Affirm Resolutions Team following up on your case and I would like to provide you with an update regarding your billing dispute related to Amazon (DLPJ-0QQS).I appreciate your clarification regarding this inquiry. I truly understand how concerning it can be to deal with unauthorized transactions, we take this very seriously and will be glad to assist you.Unauthorized cases follow a different process than regular disputes, which is why at the moment the dispute process is not the correct approach for this situation. But do not worry, I will make sure we handle this correctly moving ********** order to conduct the proper investigation the billing dispute is no longer needed so we have proceeded to close it. However, I am glad to confirm weve already escalated the loan and your contact information to our Account Safety Team. The case number is ********.We have flagged that there is suspected unauthorized activity on your account, paused negative credit furnishing and collections, and disabled autopay on any eligible loans associated with your account while we investigate. You will not be required to make payments during this time until a decision is made.We will ensure that your situation is being handled with the attention it deserves. Please note that our team will need to collect additional information and statements from you to assist with the formal investigation. I recommend keeping an eye on your email, as the department in charge provides a follow-up via email. Keep in mind that ******* is currently disabled. The safety and security of your account is of utmost importance and I do apologize for the inconvenience and concern that this situation has caused. Your patience and cooperation are sincerely appreciated and you can expect to hear from our Account Safety Team soon.Sincerely,***** *.Affirm Resolutions Team AffirmHelpCenter

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint which states that he did not authorize loan ID ********* as he has no record of the alleged transaction, and he would like the charges removed and his Affirm account closed.
  
  Affirm's records indicate that the loan DLPJ-0QQS was processed on June 2, 2025, for a purchase with the merchant, ******, in the amount of $130.86. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $46.08. A payment of $131.82 was received on July 5, 2025 which settled the loan.
  
  Mr. ******* filed a Billing dispute with Affirm on June 27, 2025 to request clarification and evidence of his payment plan, including past, upcoming, or overdue payments for loan ID ********* as he had contacted ****** and was told they do not have a purchase order under such loan. The Affirm Resolutions Team sent an email response to Mr. ******* on June 30, 2025, provided the correct order IDs for three items under the loan, his Loan verification document, and Truth In Lending Agreement. The email also informed Mr. ******* that the dispute was ruled in Affirms favor as the document provided served as the evidence and clarification he requested. He was also provided with a link to follow if he claims the loan is unauthorized.
  
  On July 1, 2025, Mr. ******* replied to the email stating that he did not make the purchase on loan ID *********. The Affirm Resolutions team responded to inform him that the Billing dispute will no longer be needed as his account will be flagged for unauthorized activity and escalated for further investigation. Mr. ******* then called on the same date reiterating that he did not make the purchase. The Affirm ************* agent informed him that his concerns will be escalated to the appropriate team. Following the call, an email was sent to Mr. ******* that his account has been flagged for suspected unauthorized activity and the investigation timeline.
  
  The Affirm Safety Team then sent an email to Mr. ******* on July 2, 2025 that he is responsible for the loan until supporting evidence for his claim is provided via a webform affidavit. Mr. ******* replied stating that he spoke with ****** and the purchase could not be found on his ****** account. After further investigation, another email was sent on the same date from the Account Safety Team, informing Mr. ******* that his claim has been denied due to usage patterns observed in both disputed and previous loan(s) where the ** Address, device used, and purchasing pattern were identical. Mr. ******* replied, refuting the ruling that he remains responsible for the loan and requested that Affirm provide proof of the purchase and more information about the loan.
  
  On July 4, 2025, Mr. ******** request for additional loan information was met by the Affirm Account Safety Team. An email was sent to Mr. ******* explicitly providing Account Specific details and Loan Specific details used to make the purchase and obtain the loan.
  
  At this time, Affirm respectfully declines Mr. ******** request to have the charges on loan ID ********* removed, as he remains responsible for the loan.
  
  Additionally, Affirm kindly informs Mr. ******* that Should he still desire to close his Affirm account, he can proceed to follow the account closure steps outlined here:
  ***************************************************************************.
  
  Please note that when your Affirm account is closed you will no longer be able to access your account, including information about your prior Affirm loans, and while your account is closed you will not be able to create a new account or obtain an ********************** loan.
  
  In the event Mr. ******* has any further questions or concerns, we encourage him to reach out to **********************************************************************;

• Initial Complaint

  Date:07/03/2025

  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.

  I contacted affirm yesterday to reverse a payment as I used the wrong account. The agent reversed the wrong account. I contacted ********************** again to day to confirm that the incorrect payment was reversed. The agent would not confirm and would not transfer me to a supervisor when I asked repeatedly and then told me to calm down he was there to fix it. Obviously I didn't trust him to do so as he would not confirm the wrong payment was refunded and tried to reverse the correct payment. Because of your agent yesterday I also have a $30 insufficient funds fee because the wrong payment wasn't reversed after giving the agent the info for the wrong payment.

  Business Response

  Date: 07/17/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint regarding a payment reversal request for loan ID KYMH-QVC3 that led to a insufficient funds charge.
  
  Affirm's records indicate that loan KYMH-QVC3 was processed on December 4, 2024 for a purchase with the merchant, ******, in the amount of $910.78. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $50.92 due on the 4th of every month. A refund of $120.49 was applied to the loan on December 12, 2024 and another $43.03 refund was applied on January 27, 2025. Five payments of varying amounts were received towards the loan between January 31, 2025 and June 3, 2025. On July 2 2025, two payments of $59.54 each was made, one via a bank account ending in *0400 and the other via a **** debit card ending in *6044.
   
  Mr. ******** contacted Affirm on July 2, 2025 to request that one of two payments he made be cancelled specifically payment made with the bank account ending in *0400. The Affirm ************* Agent informed Mr. ******** that checking account payments take 3-5 business days to process and he would have to wait until the process is complete before the payment can be reversed and it could take an additional 3-5 business days to appear in the original payment method. Mr. ******** said his checking account payment could lead to an overdraft and agreed to the agents offer to reverse the second payment made via a **** debit ending in *6044. The agent advised Mr. ******** to allow 3-10 biz days for the funds to reflect and once refunded, he could do a transfer to his checking account to avoid an overdraft.
  
  On July 3, 2025, Mr. ******** reached out to report that the payment was reversed into the wrong account, he had been charged $30 insufficient fund fee and would like the fee refunded. The agent told Mr. ******** that a refund was made out to his bank account ending in *0400 and should reflect within 3-10 business days.  Affirm apologizes for the incorrect information provided and the conduct of this agent and has taken steps to educate the Agent to better serve Affirm customers in the future.
  
  Mr. ******** reached out on July 8, 2025 and the Affirm ************* Agent informed him that the payment can be refunded after it has been processed. 
  
  On July 14, 2025, Mr. ******** contacted Affirm requesting that the payment made via his bank account ending in *0400 be refunded. The Affirm ************* Agent informed him that his request will be escalated as it's been over three days since the payment was made. The case was escalated and on the same date, the payment was refunded to ****************** account ending in *0400. The Affirm ************* supervisor sent an email to inform Mr. ******** that his request had been fulfilled.
  
  Please note that Affirm is not always able to reverse a payment due to limitations with payment processors and banking institutions. For payments that are reversible, the full amount of the payment is reversed only after it finishes processing. More about payment issues can be found by visiting: 
  ****************************************************************************;
  
  Affirm apologies for any inconvenience Mr. ******** may have experienced and values his feedback about his interactions with our ************* Agents as we will utilize it to enhance future customer experiences.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out to ****************************************************************;
  

• Initial Complaint

  Date:07/02/2025

  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.

  I ordered patio furniture through a website. I paid using a firm. I never received my shipment, or rather I got a little plastic instead of my $200 patio furniture. I contacted a firm because of the payments, and told them that the websites telephone number was not inservice. A firm will not stop charging me for payments that constitute fraud. Since my last contact with them, the original website where the purchase was made has been taken down.

  Business Response

  Date: 07/17/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which involves her concern that she is due a refund for an item she ordered, but never received.
  
  Affirm records indicate that Mr. ********** Opulent Domain loan (ID ********** was processed on June 01, 2025, in the amount of $189.00. Ms. ********* agreed to make 4 bi-weekly installment payments of $47.25 and the loan Annual Percentage Rate (APR) is 0.00%.
  
  Ms. ********* contacted Affirm via email on June 14, 2025, to report an issue with an order placed with the merchant Opulent Domain. She stated that she had ordered a patio set but received only a small plastic piece. When attempting to contact the merchant for support, she discovered that the ***************** website was no longer active.
  
  Affirms resolutions team has investigated this matter and has ruled in favor of Ms. ********** As of July 16, 2025, We have issued a full refund back to the payment method on file. We apologize for any inconvenience this may have caused.
  
  In the event Ms. ********* has any further questions or concerns, we encourage her to reach out to ***********************************************************

• Initial Complaint

  Date:03/31/2025

  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 am not liable for this debt with charter communications, I do not have a contract with PayBright By Affirm,LP, they did not provide me with the original contract as i requested!!

  Business Response

  Date: 04/10/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed his complaint which states that he is not liable for payments on his loan as he has not received a copy of his contract with Affirm.
  
  Affirms records indicate that loan ND81-EAUU was processed for $778.32 on May 5, 2023, for a purchase with Redline360. To finance this loan a downpayment of $194.58 was required and processed on May 4, 2023. After the downpayment was processed the loan balance reflected $583.74. The agreed upon repayment terms were 12 installments of $58.64 at an Annual Percentage Rate (APR) of *****% with payment due on the 5th of each month. The loan shows two processed payments of $58.64 each on June 10, 2023 and and July 5, 2023. No further payments were processed after July 2023. The loan did not receive payments for 120 days and because of this was charged off. The loan charged off to ********** on December 4, 2023. In order to make payments he may call TrueAccord at **************.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Mr. ******** will not incur any late fees, but late payments may impact his ability to obtain future loans with Affirm. If a payment is 30 or more days overdue, some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer these loans to third-party collection partners. Once a loan has been charged off, the charge-off status is irreversible.
  
  Mr. ******** filed a credit reporting dispute on April 2, 2025. Upon investigation, it was concluded that the credit reporting on loan ND81-EAUU was accurate. Same was confirmed upon another investigation pursuant to his BBB complaint.
  
  Upon origination of the loan, Mr. ******** electronically accepted/signed a Truth in Lending Agreement. To access his loan agreements online, we request him visit ************************************************** and access his Affirm account. Once he is logged in, we request him to navigate to the Pay tab and select the desired loan. In the Loan Timeline section, we request him to select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which he agreed to upon account creation and every time he applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: ********************************************. For his convenience, Affirm has attached the Truth in Lending disclosures, as well as the loan verification documents, associated with both loans. Together, these documents provide the validation that he has requested. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************
  
  Since the reporting of Mr. ********** loan is found to be accurate, Affirm would like to politely decline his request to remove or modify the reporting of this loan.
  
  Affirm appreciates Mr. ********** patience as we responded to his complaint. In the event that he has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  Date:02/22/2025

  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 reported to affirm 3 years i was a victim of identity theft and their was a account put in my name they did nothing. Cause I tried to apply and I was approved then denied cause they couldn't verify me then when I called them to report it once again they keep saying they don't see a account. But their so called fraud team keeps emailing me and saying all the accounts in my name r inactive. But when I call their customer service they claim they they don't see a account and try again to apply but when I say idid and it says I already have an account they just keep saying try again.

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states that she is unable to obtain access to her account which was the subject of unauthorized activity.
  
  Ms. ***** called Affirm on January 14, 2025 because she was unable to obtain financing using Affirm since she already had an active Affirm account. When unauthorized activity, a loan or an account that was not created by the customer, is reported certain restrictions are placed on the account. These restrictions can be lifted once the customer's calls ********************** at ************** and verifies their identity. Once the customer's identity has been verified the customer would be able to use the account to apply for new loans with Affirm.
  
  While this normally a straight forward process designed to protect the customer's identity and account, in Ms. ****** case complexities were caused due to the presence of multiple inactive accounts. This made it difficult for Affirm's agents to find the compromised account and begin the recovery process.
  
  Affirm has initiated steps to recover Ms. ****** account. ********************** will be in direct contact with Ms. ***** regarding this issue.
  
  Affirm appreciates Ms. ****** patience while we responded to this complaint. In the event that she has any further questions or concerns, we encourage her to reach out to **********************************************************.

• Initial Complaint

  Date:01/13/2025

  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.

  Im not liable for this debt with Affirm, I do not have a contract with Affirm, they did not provide me with the original contract as I requested

  Business Response

  Date: 01/16/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint, which states his concern regarding inaccurate credit reporting of an Affirm loan in his name.
  
  Affirm's records indicate that loan 44SN-1KW6 was processed on May 25, 2021, for a purchase with the merchant, Vrbo, in the amount of $2,548.20. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $414.84 due on the 25th of each month. The loan required a down payment of $263.17 that was processed on May 23, 2021, leaving a residual loan amount of $2,285.03. One payment of $414.84 was processed on June 25, 2021. No further payments were processed. The loan became overdue on July 25, 2021 and was charged off to Affirms third party collection partner, **********, on November 23, 2021 as the payment became 120 days past due. TrueAccord can be reached at ************** for any questions or to schedule payments.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm received 3 FCRA disputes for loan 44SN-1KW6 on December 27, 2023, December 12, 2024 and January 15, 2025. After investigation, we found the loan to be reporting accurately in the disputes submitted on December 27, 2023 and December 12, 2024. The dispute submitted on January 15, 2025 is pending review.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************.
  
  The Truth in Lending agreement and Loan Verification document are attached for his review.
  
  Pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  Affirm's right to furnish credit information (positive or negative) was also disclosed to him in Section 2 Credit Report Authorization and Reporting. of Affirm's Terms of Service, which he agreed to at the time he created his account: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr. ******** request to remove credit reporting for loan 44SN-1KW6.
  
  Affirm has not received direct contact from Mr. ******** regarding loan 44SN-1KW6. The Account Safety team conducted an investigation into loan 44SN-1KW6 on January 16, 2025 as a result of his complaint. The investigation concluded that he remains responsible for repayment of the loan.
  
  If he believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ******************************************************************************************************************
  
  In the event that he has any further questions or concerns, we encourage him to reach out to **********************************************************.
  

• Initial Complaint

  Date:01/01/2025

  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 lender is giving payday type loans to New Yorkers under buy now pay later label but they are not reporting according to ****. And Truth in lending Act. THIS LENDER REPORTS ONLY THE LAST INSTALLMENT. without the payment/balance history, interest rate, etc which reduces the age of my overall accounts which capsizes my FICO SCORES over 100 points

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed the complaint, which states his concern regarding the credit reporting of an Affirm loan in his name.
  
  Affirm's records indicate that loan FWAE-7QFG was processed on January 31, 2022, for a purchase with the merchant, ******, in the amount of $542.39. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $34.09. The loan was partially voided in the amount of $19.80 on January 28, 2022. Mr. ****** processed one payment of $524.66 that paid off the remaining balance of the loan on February 9, 2022.
  
  Loan FWAE-7QFG was reported to Experian as paid in full and on time. There are no delinquencies with Affirm reflecting on his credit report at this time.
  
  Mr. ****** contacted Affirm by phone on December 30, 2024 and requested to have the credit reporting removed for Affirm loans in his name. Affirm advised him that the credit reporting will not be adjusted.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************.
  
  Pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  Affirm's right to furnish credit information (positive or negative) was also disclosed to him in Section 2 Credit Report Authorization and Reporting. of Affirm's Terms of Service, which he agreed to at the time he created his account: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."
  
  The Truth in Lending Agreement and Loan Verification document is attached for his review.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline his request to remove credit reporting for loan ****-7QFG. For more information about Affirm's credit reporting process, he may wish to visit the following *********** article: **************************************************************************************************
  
  If this does not align with what Mr. ****** is seeing on his credit report, he is encouraged to follow up with Affirm at ***************************************************************** in order to provide more information and our team will investigate accordingly.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  Date:12/30/2024

  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.

  Dec27, ******************************************************************************************** giving them my date if birth which I refused.

  Business Response

  Date: 01/13/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states her concern with her ability to make a payment.
  
  Affirm's records indicate that loan BZ1D-PEY0 was processed on December 12, 2024, for a purchase with the merchant, ViPEK, in the amount of $119.78. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $29.94.
  
  Ms. ***** contacted Affirm by phone on December 28, 2024, December 30, 2024, and January 6, 2025. She asked for assistance with paying off her loan BZ1D-PEY0. The Affirm agents that she spoke with asked her to verify her personal information on the account, including her date of birth, in order to validate her as the account holder.
  
  Ms. ****** privacy and security is our top priority. There are a series of factors that we check to prevent unauthorized users from accessing her account. As such, she was required to complete our identity verification process. Rest assured that Affirm takes all necessary measures to safeguard her personal information in accordance with all legal and regulatory requirements.
  
  On December 28, 2024 and December 30, 2024, Ms. ***** refused to provide her date of birth. Affirm was therefore unable to verify her as the account holder and could not provide assistance with her request. During her phone call with Affirm on January 6, 2025, she was successfully verified as the account holder and an agent was able to help her process a manual payment of $119.78 on this date. Loan BZ1D-PEY0 is now paid in full.
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.

• Initial Complaint

  Date:12/08/2024

  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 made a purchase through ************* but payment was never processed and my billing was declined. It's been 2 years now and I have called paybright several times. They don't have access to wrtote off but they are mentally harrasing me

  Business Response

  Date: 12/18/2024

  Thank you for the opportunity to respond to Mr. **** BBB complaint which states that he has not been able to make a payment on his loan. 
  
  PayBright records indicates that the loan 5409438-102-3663913 with Footlocker processed on Jan 31, 2023 for $291.18 with payments of $72.80 in a Pay-in-4 plan.
  
  Mr. *** last reached out to PayBright on 9/18/24, and indicated that he was owed a refund.
  
  Please note that the loan was partially refunded on 3/15/23 in the amount of $291.18. If Mr. *** is expecting a full refund, we kindly ask him to contact Foot Locker for further assistance as PayBright is unable to issue refunds unless instructed by the merchant. 
  
  We kindly advise Mr. *** that his loan is overdue, and failure to make payments for more than 120 days may result in a charge off. We encourage Mr. *** to contact us as soon as possible to make a payment. 
  
  If Mr. *** has any additional questions or if the issue persists, please reply to this email or call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  Best,

• Initial Complaint

  Date:10/24/2024

  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 company allows you to make instant purchases but won’t give you access to the items you purchased does not make it clear when you’ll have access to an item you paid for. They need to tell you your item will be available in 7-14 days when you make the purchase not after. I made a purchase on Sony PlayStation app where I thought I would have instant access to a fully digital item rather then give me access I was told it’s standard procedure to wait for them to process. Why was that not made clear until after the company had my money. The company should be more transparent about delaying access to items before you pay for them.

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint, which states his concern regarding a purchase attempted using Affirm.
  
  Affirm's records indicate that loan ********* was confirmed on October 24, 2024, for a purchase with the merchant, PlayStation, in the amount of $108.86. This loan has terms of 15.99% Annual Percentage Rate (APR) and 6 monthly payments of $14.25. The loan required a down payment of $27.22 that was authorized on October 24, 2024, leaving a residual loan amount of $81.64.
  
  Mr. ***** contacted Affirm on October 24, 2024 to request more information about the status of his order. The Affirm agent that he spoke with began providing assistance but the call was disconnected. Affirm apologizes that this occurred. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  He followed up with Affirm again on October 25, 2024 for further assistance. Affirm advised him that the loan was pending the merchant’s capture of the order. Affirm advised him that he can contact the merchant directly for an update on the status of the transaction.
  
  The merchant did not capture the order and the loan was canceled. Mr. ******* down payment of $27.22 was canceled on October 26, 2024. The funds should reflect back on his bank statement within 10 business days.
  
  Mr. ******* transaction was subject to the merchant processing his order. Further, Affirm is simply the financier of his purchase. Order fulfillment is the responsibility of the merchant. He is welcome to submit a screenshot of the advertisement he saw regarding a purchase using Affirm to *********************** and we will be happy to review and clarify any confusion.
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via *******************************************