Complaints

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

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  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

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:07/07/2025

  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.

  Crk-******* order number from corksicle. Use affirm to make purchase in May 2025. Never recieved order. ********* said they refunded purchase amount, email received 7-3-2025.Corksicle said I am still responsible for payment even though I never recievedmy order. They also said I must wait another 30 days. Screenshot of corksicle saying they issued a refund and screenshot of the portion of affirm letter where it references merchant refund.

  

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond to Ms. *********** BBB complaint which states her concern regarding an unreceived order and refund.
  
  Affirm's records indicate that loan DU10-RF1S was processed on May 21, 2025, for a purchase with the merchant, CORKCICLE., in the amount of $80.30. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 BI-weekly payments of $20.07 Ms. ********** made a downpayment of $20.08 on May 21, 2025 and a Payment $20.07 on June 5, 2025 leaving a residual balance of $40.15. This loan is currently in dispute.
  
  Ms. ********** initiated a Merchant dispute on June 6, 2025, stating she had not received her product purchased from the merchant CORKCICLE. 
  
  Once a dispute has officially been opened, both Ms. ********** and the merchant, CORKCICLE, have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both parties, and send an email notification with the outcome within 60 days.
  
  After evaluation of the evidence provided, the dispute was adjudicated in favour of CORKCICLE on July 2, 2025. The merchant was found to be operating within their policy and Ms. ********** was informed of this via secure messaging.
  
  On July 3, 2025, Ms. ********** initiated a subsequent merchant dispute and provided supporting evidence. This dispute is currently in progress. Affirm requests that Ms. ********** allow 60 days for Affirm to complete the investigation. Once the investigation is completed, Ms. ********** will be informed of the outcome via email. 
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant.
  
  Affirm would like to remind Ms. ********** that loan DU10-RF1S is currently overdue, it is important to know that though she wont incur any late fees, late payments may impact her ability to take out future loans with Affirm. Additionally, if the Agreement includes furnishing, we may report repayment activity to Experian and if her payment is 30 or more days overdue it may be reported as delinquent.
  
  In the event that Ms. ********** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:07/07/2025

  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 June,23rd 2025 I have open a loan through affirm for 341$ and on June 30th I paid the loan off and it was an exhaust for my motorcycle from **** long story short it didnt fit my bike and I returned the item and requested a refund the merchant refunded affirm but affirm was supposed to refund me and they state they did but they charged me for the loan instead of refunding me I have contacted and let them know but they insist they did but my bank statements and what my bank is telling me is that they did but I have been charged 680$ for a loan that is 341$ and supposed to be refunded Im supper upset and have contacted an attorney over these matters as no one is trying to help me

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ***** complaint, which states his concern regarding his expected refund.
  
  
  Affirm records indicate that Mr. **** utilized his Affirm Card for a transaction with ***** This transaction was split into loan P2RB-C5YB, which was processed on June 25, 2025 in the amount of $341.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $47.21 on the 25th of each month. A down payment was processed on June 23, 2025 for $85.25, leaving a residual balance of $255.75 to be repaid. Mr. **** submitted a payment of $255.49 on June 27, 2025. 
  
  
  A refund of $340.24 was issued toward this loan on July 3, 2025. Both the down payment of $85.25 and the payment of $254.99 were refunded back to Mr. ***** original payment method ending in *4900. Mr. **** should have seen this refund reflected on his bank statement within 3-10 business days. 
  
  
  On July 3, 2025, Mr. **** reached out to Affirm via chat and asked why the refund had been issued toward the loan. The Affirm ************* agent informed Mr. **** that the transaction had been split into a loan and that the refund would be issued within 3-10 business days. 
  
  
  Mr. **** followed up with Affirm again on July 4, 2025 regarding the funds being returned to his bank account. Mr. **** claimed that, instead of a refund, Affirm had withdrawn the funds again. The ************* agent encouraged Mr. **** to send in a copy of his bank statement showing the additional charges, as Affirms system reflects that the refund was processed and that the funds were issued back to his bank account. 
  
  
  Affirm has reviewed the copies of ************** statements attached to this BBB complaint. Affirm has confirmed that the funds were refunded back to ******************* and were not withdrawn, as the screenshots show. Affirm encourages Mr. **** to reach out to his financial institution directly to inquire further about why this happened. 
  
  
  In the event that Mr. **** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  I ordered a product from a seller in the ************* through the shop/ affirm platform. The tracking number was for a carrier in *****. I contacted the store daily over the course of 30 days to figure out if I will receive tracking for the new carrier once it reached *****************. Once no response was given I requested cancelation of the product numerous times. The merchant never responded but then later closed their online store. Affirm updated the order but did not claim it to be delivered nor was the tracking updated to say delivered or even that the carrier ever received the package to ship or that a shipping label was created. Upon disputing this with affirm and providing evidence that I also attached here, Affirm sided with the merchant claiming proof was provided by the merchant of proof of delivery to my address in the **. They however refuse to comment on what carrier delivered this package or the date of delivery for me to check with the carrier who supposedly delivered it once it arrived and was cleared by US customs. Affirm is trying to claim proof of something without providing it to the other parties involved and said "they acted within the stores policy but the store never had a policy listed on their site to begin with so they weren't able to provide me with that either. I have since reopened the dispute and contacted the merchant again with no response. I believe affirm is trying to relieve any responsibility for this and has no proof of any delivery and is taking the easiest route through this by just denying my claims. Their own app doesn't even show it was delivered and never requested the merchant update the delivery status.

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the outcome of his recent disputes.
  
  
  Affirm records indicate that Mr. ******* Pokemon Destined Rivals Cards loan (ID: ********** processed on June 5, 2025 in the amount of ****** with *****% APR. The agreed-upon repayment terms were for 12 payments of $25.83 to be made monthly.
  
  
  An official dispute was opened on June 23, 2025 for Product not received, because Mr. ****** contacted Affirms customer service stating that he wanted to cancel the loan as he never heard from the merchant and never received their purchase. An Affirm customer care agent assisted Mr. ****** in opening a Dispute to further investigate their claim.
  
  
  On July 6, 2025, the dispute was resolved in the merchant's favor, citing that the merchant Pokemon Destined Rivals Cards has provided the proof that the order is delivered to Mr ******* Mr. ****** expressed frustration with this outcome. In response, Affirms Resolutions agent explained the dispute outcome in accordance with the merchants policy and directed Mr. ****** to follow up with the merchant directly.
  
  
  On the same day, Mr. ****** reached out again to contest the outcome of the Dispute prompting the agent to open a new dispute, citing that he never received the purchased item, and was demanding to see proof of delivery. 
  
  
  
  
  At this time, the contested Merchant dispute has been escalated on Mr ******* behalf to the Affirms Resolution Team for review.
  
  
  As per Affirms Dispute process; Once a dispute has officially been opened, both Mr. ****** and the merchant have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both the parties and send an email notification with the outcome within 30 days. Affirms obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  
  Affirm verified that the dispute investigation is still ongoing. Please keep in mind that, when an order has been fulfilled, the risk of loss transfers from the merchant to the customer upon the product being shipped
  
  
  Affirm would like to sincerely apologize for any inconvenience this issue may have caused.
  
  
  In the event that Mr. ****** has any further questions, we encourage them to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23562079
  
  I am rejecting this response because:My response to that is pretty clear as day and their response further solidifies the businesses shady behavior in the matter. They apparently have proof that the product was delivered, but are still "investigating". If they had the proof of delivery then they would have just submitted that in response. I dont see how they claim to have something but need to "investigate" things further just to give the proof that they have from the merchant. The merchant has not responded to my emails requesting this information as well which shows me that the merchant probably never did respond nor provide proof. Posted screenshot of my contact to the merchant post dispute.  Also I would like to add, the store closed down and no update was made that the product was ever delivered. Tracking still says waiting for details as if they haven't received the product yet to even ship. Affirm never confirmed delivery or anything at all but claims they have proof that it was but won't update their app to say it was.  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal. Affirm has reviewed his rebuttal, which states his concern regarding the proof of delivery provided by the merchant.
  
  As mentioned in the previous response, **************** contacted Affirm disputing the resolution of the Dispute in favour of the merchant Pokemon Destined Rivals Cards and requesting to see a proof of delivery, A new dispute was initiated on July 6, 2025 on Mr. ****** behalf.
  
  Once a dispute has officially been opened, both Mr. ****** and the merchant, Pokemon Destined Rivals Cards, have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both parties, and send an email notification with the outcome within 60 days.
  
  On July 18, 2025, the dispute was ruled in favour of Mr. ******* At this time Affirm confirms loan Y4CX-GQPN has been settled and Mr. ****** is no longer responsible for making payments towards the loan.
  
  Affirm Appreciates Mr. ******* patience throughout this process. In the event that Mr. ****** has any further questions, we encourage him to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:07/06/2025

  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.

  Jeziah Righton *********************************** Date: June 25, 2025 Affirm *** RE: Dispute and Validation Request for Account Number: ****53XX To Whom It May Concern,I am writing to formally dispute and request validation of the account being reported under the name "Affirm ***" in the amount of $195, associated with account number ****53XX. This account is listed as charged off or in collection status on my credit report. I am exercising my rights under the Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FDCPA), and Uniform Commercial Code (UCC *****) to demand full validation.I request the following documentation:1. The original signed credit agreement bearing my wet signature.2. Full itemization of the alleged debt, including all interest and fees.3. Proof of assignment or transfer of the debt, including the complete chain of custody.4. Any pooling or securitization agreements involving this account.5. Confirmation of whether a Form 1099-C was issued.6. A complete accounting of the obligation from origination to present.If you are unable to fully validate this account, I demand immediate deletion of the tradeline from all consumer reporting agencies. Failure to comply will result in formal complaints to the ***** FTC, IRS, and the Attorney General.Sincerely,Jeziah Righton

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern in correcting the negative reports from three charged-off loans showing on Ms. ********* credit report.
  
  
  Upon review of Affirms records and correspondence, Affirm was unable to locate any documentation or notes indicating interactions between Ms. ******* and the Affirm team.
  
  
  Affirm records indicate that Ms. ******* is referring to Affirm loan IDs: *********, *********, and 5BPI-53C2. All three of these loans have been charged off after becoming more than 120 days overdue. 
  
  
  To clarify, Ms. ******** debt has not been canceled. Ms. ******* is still responsible for repaying the loan as outlined in her Truth in Lending Disclosure and Loan Agreement, and Affirm is not obligated to provide a 1099-C form.
   
  Since the loans are marked as charged-off, this will remain as charged off in Affirms system as this cannot be removed. Please note that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau. Pursuant to section 17 "Credit Reports and Monitoring" of the Loan Agreement, Ms. ******* expressly agreed electronically that Affirm may report information about Ms. ******** loan to the credit bureaus and are not able to alter any information that is reported unless an inaccuracy is identified. Any late payments, missed payments or other defaults on Ms. ******** loan may be reflected in Ms. ******** credit report.
  
  
  Furthermore, Affirm has attached the requested document that includes the loan agreement, terms and conditions, and details of each loan.
  
  
  If Ms. ******* has made any attempts to reach out, we encourage her to provide details so we can assist appropriately. She is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, she can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week.
  
  
  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  A fraudulent loan was taken out in my name from ****** through my Affirm account. I contacted ****** and they have no record on their end of me taking out this loan. I have contacted Affirm 3 times. The ** **** just keep telling me the last person I talked to did do their part in teporting it. 1st call was 7 weeks ago. 2nd call was 4 weeks after. 3rd call was 1 week ago. They just keep saying it is being investigated. Now I have a ding on my credit report for something I did not do and CS is useless! So much them saying to not worry about fraud!

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint which states her request to have the unauthorized loans reported under her name to be investigated.
  
  
  Affirms records indicate that loan ID ********* was processed on April 23, 2025, for a purchase with the merchant, Amazon, in the amount of $256.80. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $45.82 due on the 24th of each month. No payments have been made towards the loan. The May 24, 2021 due date became overdue, and up until June 24, 2025 is still reflecting as overdue. 
  
  
  Between May 21, 2025 and July 01, 2025, Ms. ***** submitted an unauthorized loan claim to Affirm for the loans stated above. The ************* Agent was able flag the account, provided the process and time frame for the investigation to Ms. ****** and escalated to the Affirm Account Safety team. 
  
  
  Affirm reviewed the claim, along with the origination of the claims and details associated with the unauthorized loans claim and requested a completed Affidavit on July 03, 2025. 
  
  
  On July  6, 2025, Ms. ***** filed a BBB complaint and advised that loan LE4H-7HXN was an unauthorized loan. Affirm reviewed the unauthorized loan claim and advised to submit a completed affidavit, for the Affirm Account Safety Team to proceed with their investigation.
  
  
  We would like to request Ms. ***** to also complete a webform affidavit and provide any supplemental documents to support her unauthorized activity claim. To do so, Ms. ***** needs to visit the following link:
  
  
  ************************************************************************************************************
  
  
  Affirms investigation will evaluate all information provided in the origination of the claim, including details associated with the disputed loans. This includes a thorough review of account details and history, as well as any information provided in the completed webform affidavit. 
  
  
  Once Ms. ***** completes the affidavit webform, Affirm will reach out directly to Ms. ***** and notify her of the outcome within ****************************************** her favor, Affirm will take the necessary steps to block the account from further unauthorized use and remove any loans that are unauthorized from her credit report. 
  
  
  Until Affirm is able to determine whether or not this loan is unauthorized, Ms. ***** does currently remain responsible for repayment. 
  
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  ***** ****** ************************************************************ ************************* Date: July 06, 2025 AFFIRM *** RE: Debt Validation Request Account Number: N/A Amount Reported: $1,585.00 To Whom It May Concern:This letter is a formal notice to dispute the validity and enforceability of the above-referenced alleged debt. Pursuant to my rights under the Fair Debt Collection Practices Act (15 U.S.C. 1692g), I am requesting comprehensive debt validation and verification of ownership of this account.Specifically, I demand that you provide the following documentation:1. A full itemized breakdown of the alleged debt, including principal, interest, fees, and any payments made.2. The original signed contract or agreement bearing my signature that legally binds me to this obligation.3. The complete chain of title showing all assignments, sales, or transfers of this account from inception to present.4. Proof that you are the current legal owner of the debt and not merely a servicer or third-party collector.5. A copy of the Pooling and Servicing Agreement (PSA) if this debt was securitized, including the Schedule of Loans or Receivables.6. The name, address, and EIN of the current creditor or trust that legally owns this account.7. Copies of IRS Forms 1099-C or 1099-A, if applicable.Please be advised that if this debt has been securitized or sold to an asset-backed trust, your company may no longer have standing to collect, report, or pursue legal action. Any attempt to do so without proper documentation constitutes a material misrepresentation and may result in legal action for violations of the ****** ****, and ******** must cease all collection activities and reporting to consumer credit agencies until full and proper validation is provided. Failure to respond within 30 days may result in a complaint being filed with the ****, ***, and the ******************************.

  

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint, which states his concern with his credit reporting with Affirm loan. 

  
  Affirm's records indicate that loan M4PF-WUJX was processed on June 22, 2022, for a purchase with the merchant, ******************************* , in the amount of $3,452.94. This loan has terms of 0.00% Annual Percentage Rate (APR) and 6 installments of $****** a month  due on the 22nd of each month. 

  
  A payment in the amount of $****** was declined on July 22, 2022. Affirm attempted to process a payment on July 29, 2022 in the amount of $****** and the payment was successful. Affirm received payments for the loan on August 22, 2022 and September 22, 2022 in the amount of ******. Affirm attempted to process payments on October 22, 2022 and November 22, 2022 but the payments were declined. The last payment received on the loan was on September 22, 2022. This left a balance of $1,585.57 on the loan. 

  
  Affirms policies and procedures state that Affirm doesn't charge late fees. If there are no payments made for more than 120 days. If the loan is furnished, then the loan may be reported to Experian by Affirm as late.

  
  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. At this time we have confirmed that all credit reporting is accurate. 

  
  If Mr. ****** wish to contact Experian to ask questions about how the information Affirm shares is reflected and interpreted on his credit report, please call their customer service at: ****************

  
  The remaining balance of the loan was sent to the collection agency January. For any questions about the loan or settlements for the loan, Mr. ****** can call January at **************.
  In the event he has any further questions or concerns, we encourage him to reach out to **************************************************** .

• Initial Complaint

  Date:07/06/2025

  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 am writing to request your support regarding an unresolved dispute involving Affirm, which has resulted in significant financial loss and emotional distress. Despite my repeated efforts over the past seven months to resolve the issue with both Affirm and Air France, I have not received a fair or appropriate resolution.On November 30, 2024, I used Affirms monthly installment virtual card (Loan ID: ********** to purchase a round-trip Air France ticket for my daughter, totaling $2,024.44 (booking reference: TE8UFY). The outbound flight from ************* (***) to ******* (***) was completed successfully. However, the return flight on January 10, 2025, was unexpectedly cancelednot by Affirm, but by **********, due to a payment issue.After contacting **********, I was informed that a payment dispute had been initiated through Affirm, resulting in ********** not receiving payment. This directly caused the cancellation of the return flight. I want to be absolutely clear: I did not authorize or initiate any dispute on this transaction. I did not request a cancellation or refund, and this action was taken entirely without my knowledge or consent.Following this discovery, I promptly contacted both Affirm and ********** and submitted a formal case to Air France (Claim Number: C-9182111). As a result of the canceled return leg, I was forced to purchase a last-minute replacement ticket for my daughter at an additional cost (new booking reference: VAI42X), creating further financial hardship.Throughout this time, I have collected and submitted extensive documentation to support my case, including:Screenshots and email correspondence with Affirm and Air France,Written confirmation from ********** stating that no refund was issued and that they never received payment due to the dispute.

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed Mr. ***** complaint, which states his concern regarding an unresolved dispute involving Affirm and the merchant about a refund from a cancelled flight. 
  
  
  Affirm records indicate that Mr. ***** Affirm loan (ID: ********** was processed on December 3, 2024 for the amount of $2,006.00 with *****% APR. Mr. **** agreed to repay the loan through 12-monthly installment payments of $168.75 on the 3rd of each month. A down payment of $146.00 was submitted on November 30, 2024 at checkout, leaving a residual balance of $1,860.00 to be repaid. 
  
  
  On January 16, 2025, a third-party caller contacted Affirm and initiated a dispute on Mr. ***** behalf as the order had been canceled but no refund had been issued. This dispute was closed in the merchant's favor on February 8, 2025 as Affirm did not receive sufficient evidence that the merchant was not following their policy. Mr. **** was informed of this outcome and that he remained responsible for repaying the loan.
  
  
  Once a dispute has officially been opened, Mr. **** and the merchant will have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted and send an email notification with the outcome within 60 days. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  
  On May 2, 2025, the dispute was once again opened on behalf of Mr. ***** The dispute was erred, again, in favor of the merchant on June 26, 2025. Affirm advised Mr. **** that he did not provide compelling evidence such as a copy of his original booking/itinerary confirmation or a cancellation confirmation email from the merchant. 
  
  
  Affirm would like to note that until a full refund is received from the merchant, Mr. **** is still responsible for repaying the loan and Mr. **** will continue to receive payment notifications. Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau. Any late payments, missed payments or other defaults on Mr. ***** loan may be reflected in his credit report.
  
  
  Upon the receipt of this complaint, Affirm verified that Mr. **** is still responsible for repayment of the loan. If Mr. **** would like to open another dispute, he may follow the steps outlined on the *********** at ********************************************************************
  
  
  Affirm cannot guarantee that Mr. **** will receive a different outcome, however, we encourage him to submit as much relevant evidence as possible to aid our investigation. 
  
  
  In the event Mr. **** has any further questions or concerns, we encourage her to reach out to *********************************************************;

• Initial Complaint

  Date:07/04/2025

  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.

  Upon attempting to sign up for college courses through ******************************************************************************************** offered monthly payments for the course at roughly $150. Better than the one time purchase of $2900. I selected the option with Affirm and upon providing my name, birthday and phone number I was blocked from the purchase and my account was frozen, according to an email, due to suspicious activity. I called Affirm to verify the cause and tried to correct the issue. The agent informed me that I would need to provide more identifying documents ie. Passport, driver's license, ssn, etc. And it will take 10 to 20 days to verify. By that time my classes would have started. Affirm is not clear about them being a loaning service. I only discovered this after the call with the agent. Affirm accused my activity as being suspicious when it is accurate in order to convince me to give identifying documents to blindside me into a loan agreement. These tactics are harmful and are of bad practice.

  

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint, which states that his application was declined. He is questioning why his application was declined and why he needs to provide additional information.

  
  On June 24, 2025, Mr. ***** applied for a loan with Affirm. The application was with ****************************************** which is a course at *******************. The application was declined by Affirm partner bank because Affirm couldn't verify his identity based on the information that was received. A block was also placed on the account that Mr. ***** created with Affirm. 

  
  On July 4, 2025, Mr. ***** reached out to Affirm about his loan application being declined. Mr. ***** stated that he received an email encouraging him to call Affirm about the application. Mr. ***** had a hard time understanding the customer care agent and requested to speak to a supervisor. 

  
  After the call was transferred, Mr. ***** explained that he had never used Affirm before and was not familiar with the Affirm process and expressed some confusion with creating an account. At that time, the supervisor explained that additional identification was needed to confirm Mr. ****** identity. The supervisor also explained the timeframe for the resolution and the block to be removed. Mr. ***** expressed frustration since his classes would already be in section before the block would be removed. Mr. ***** stated that he would open a BBB dispute. 

  
  On July 9, 2025, Affirm reached out to the **************** to review the case and see if the block could be removed given the information that was provided. 

  
  On July 10, 2025, Affirm removed the restrictions from Mr. ***** account. Mr. ***** may now proceed with the application process without receiving an identity declination. Please note, this does not guarantee financing approval, and Mr. ***** must complete the application process to determine his eligibility to finance with Affirm. 

  
  Affirm apologizes for any inconvenience that Mr. ***** has experienced during this process. 

  
  In the event he has any further questions or concerns, we encourage him to reach out to Affirm *********** Search for answers and contact us .

• Initial Complaint

  Date:07/03/2025

  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 accidentally paid them twice on my account and the business will not give me a refund. They will not follow up with my issue. I have been told that it had not been cleared, which is untrue, because it shows on their website that it has been cleared. A male customer service *** who would not give me his name, was very rude and disrespectful, tells me to call back. The customer service from the ***s are poor and unacceptable and needs to be addressed.

  

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ******** complaint, which involves her concern for a refund for a duplicate loan payment.
  
  Affirm records indicate that Ms. ******** Pottery Barn loan 87IP-CS7Z was processed on April 28, 2025 in the amount of $383.69. Ms. ******** agreed to make 12 monthly installment payments of $38.26 and the loan Annual Percentage Rate (APR) is 34.50%.
  
  On June 30, 2025, Ms. ******** contacted Affirm ************* regarding a text message she received indicating that a payment would be debited from her account. However, she stated she did not receive confirmation that the payment had been successfully processed. Ms. ******** expressed concern that a duplicate payment may have occurred and requested the cancellation of the second payment in the amount of $38.26.
  
  Upon review, the customer care agent confirmed that two payments were pending on her accountone initiated on June 28, 2025, and another on June 30, 2025. The agent informed Ms. ******** that payments cannot be reversed or refunded immediately, as Affirm must wait for a payment to fully process.
  
  On July 2 and July 3, 2025, Ms. ******** contacted Affirm ************* to follow up on the duplicate payment issue. She stated that the $38.26 charge had cleared her bank account and requested that the refund be issued immediately. The customer care agent explained that ********************** must wait 3 to 5 business days for the payment to fully process before a refund can be issued to the original payment method on file.
  
  On July 8, 2025 a customer care agent with ********************** sent a follow up, through our secure message portal conveying that a refund regarding the duplicate payment has been refunded back to her original payment method on file and to please allow 3 to ********************************************************** ******** account. We apologize for any inconvenience this has caused to Ms. ************ lwc-f6gbo863ml="" style="color: rgb(24, 24, 24); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol";">
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 07/10/2025

  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:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It says I have purchasing power up to $600 but when contacting affirm they cannot explain what it means. So its false advertising I saw this on my affirm app

  

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint which states that despite receiving a purchasing power of up to $600, his loan applications were declined.
  
  Affirms records indicate that Mr. ****** applied for loan IDs, *********, O8M4-9PFB, IYWC-8UUD, MYMZ-NKCF, on June 24th, 25th, and July 2nd 2025 respectively, with the merchant, *******. Based on the available information, Affirm declined his loan request because of the length of his credit history. 
  
  Affirm considers each loan transaction separately, the amount that he can borrow from Affirm will be dependent on the information that we have at the given time. We consider many factors when determining whether we can approve a loan request such as the details of the loan request, your credit score and credit utilization, recent changes to your income, debt obligations, or recent bankruptcies and your repayment history with Affirm if applicable. More about why loan applications are declined can be found here: 
  *******************************************************************************************;
  
  Affirms records indicate that Mr. ****** contacted Affirm on June 16, 2025 to find out what happens if his purchase amount exceeds his purchasing power amount. He also asked what bank can be used to make payments.The Affirm ************* Agent explained what **************** is and informed Mr. ****** that he can apply for the amount he needs even if it exceeds the purchasing power and might be approved for it. He was also informed that Affirm accepts debit card or ******** transfers except ***** and capital one.
  
  On June 24, 2025, Mr. ****** contacted Affirm to find out how to apply for a loan if he wants to make a purchase on ******* for $865 but was approved for $700. The Affirm ************* Agent advised Mr. ****** to create an Affirm Virtual card and use it to make the purchase. An outline of how to make a virtual card request was provided. Mr. ****** asked if they will have to pay the balance if the amount they are approved for the loan is lower than the purchase amount. The agent explained that purchasing power is just an estimate and not a guarantee and he may be required to make a downpayment for the purchase in such a case.
  
  On July 2nd and 3rd 2025, Mr. ****** contacted Affirm yet again to understand why his loan application for a purchase at ******* was declined and what it means to have a purchasing power of $600. The Affirm ************* Agent explained other factors that are considered before a loan can be approved. Mr. ****** was also informed that the purchasing power is personalized to him and it is just an estimate of how much he could apply for but not guaranteed.
  
  Please note that the purchasing power amount seen within the Affirm app is not a guaranteed amount of financing. It isnt always the exact amount you can borrow or get an approval for. A customer's purchasing power is an estimate of what a lender may qualify them to borrow in the future. Factors that may affect Affirms estimate of how much a customer may spend include:
  
  - The specific store at which the customer is shopping.  Different stores may increase or limit the amount a customer can spend.
  - Making on-time payments. This can increase purchasing power.
  - Missed payments. These can limit purchasing power.
  - Overall credit portrait and ongoing financial commitments.
  
  Affirm ************* agents do not have visibility into why a customers purchasing power amount may have changed. The best way to determine if one is eligible for financing with Affirm is to proceed with the application process.
  
  Additionally, the purchasing power estimate is valid for 7 days. After 7 days, it can be refreshed by clicking Check your purchasing power. More information about purchasing power can be found here:
  ***********************************************************************************;
  
  In the event Mr. ****** has any further questions or concerns, we encourage him to reach out to ****************************************************.