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:09/18/2025

  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.

  On 07/03/2025, *** shows Delivered Left at: Other (no signature/photo) for tracking 1Z68R0R00324073561, but I never received the package. *** told me only the shipper can obtain delivery artifacts or pursue a claim. The seller (*******) has alternated between *** investigating, *** claim denied/closed, and waiting on ***, creating a circular referral and unreasonable delay with no product and no refund.I filed an Amazon A-to-Z claim; it was denied, and my appeal was denied. On 09/07/2025 by seller without presenting *** artifacts requested, Amazon Executive Customer Relations emailed me that refunds for two orders were processed and would post in **35 business days. One refund posted; the other (Order #***-7232083-9238660) never did. I relied on that written assurance. Both parties stonewalled deliberately delayed to not issue refund.Affirm did not present me the reasoning of the denial of my claim, when there is clear evidence of Adorama and Amazon delaying to not refund me, or present *** delivery artifacts.Resolution requested: Refund to my original payment method for Order #***-7232083-9238660 (Approximately $290.00 on Affirm)

  

  Business Response

  Date: 09/23/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which involves his concern that a merchant dispute is not being handled correctly.
  Affirm records indicate that ****************** loan 0C04-H1SG was processed on July 07, 2025, in the amount of $643.10. Mr. ****** agreed to make 18 monthly installment payments of $39.81 and the loan Annual Percentage Rate (APR) is *****%. Mr. ****** made payments on the loan in a total amount of $319.40, which brought the balance owed to $323.70. There were also multiple adjustments received on the loan by the merchant in the amount of $210.75 on July 21, 2025, $106.07 on August 15, 2025, $13.49 on August 16, 2025, and the final adjustment was $0.11, on September *******. As of September 23, 2025, Mr. ******* loan is currently in a paid off status. 
  On August 27, 2025, Mr. ****** initiated a merchant dispute, citing late or non-delivery of his package. An Affirm customer care agent subsequently reviewed the claim and, based on the carrier's tracking information, ruled in favor of the merchant. The ruling was supported by the tracking data, which confirmed the successful delivery of the package.
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by both you and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both you and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify you of the outcome via email within approximately 60 days. Please note: Affirm's ability to resolve the dispute is based on the merchants policies and the documentation provided. Final outcomes may reflect the merchant terms.
  Please note that Affirm is simply the financier of a purchase and therefore all refunds and cancellations are subject to the policies of the merchant.
  Upon receipt of Mr. ******* complaint, Affirm escalated his concern to our resolutions team. After further investigation, Affirm has ruled in favor of Mr. ****** and has issued a refund of $312.79 that is applied to his loan on September 23, 2025. As a result of this adjustment, any applicable refunds should reflect back to the original form of payment method within 3-10 business days. In a situation where the refund cannot be processed to your original form of payment, a refund check will be mailed to your address on file.
  In the event Mr. ****** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

  Customer Answer

  Date: 09/23/2025

  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:09/16/2025

  Type:Billing 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 am writing to formally lodge a complaint concerning what I believe to be inappropriate and unlawful practices conducted by your institution, specifically regarding the mischarging of interest on my loan account. On September 16, I made a payment towards my loan that was received and processed before the due date. Despite this, I was charged interest fees that exceed the APR stipulated in the original loan agreement. Furthermore, I returned the payment, yet the interest charges remained, which is inconsistent with the terms outlined in our contract. Additionally, despite returning the payment, the interest charges persisted, which is inconsistent with the terms stipulated in our contract. Specifically, they charged me $16.79 in interest on a $28 loan due to the fact that the merchant refunded me $744. I reviewed the loan agreement and found that the interest rates on my account exceed the APR specified in the contract. This violates applicable lending laws and regulations. Such practices are unethical and illegal.**Federal regulations governing consumer lending, such as the Truth in Lending Act (TILA), require lenders to disclose clear and accurate information about loan terms, including the APR and total cost of credit. Misrepresentations or mischarges violate these laws and misinform consumers, exploiting them. This misconduct directly contradicts fair lending practices. I kindly request that your institution: 1. Provide a detailed explanation of the interest charges applied to my account. 2. Correct any mischarges and refund any overpaid amounts promptly. 3. Cease any unlawful billing practices immediately. Please address this urgently. Failure to do so may compel me to escalate to regulatory authorities like the **** and seek legal remedies. Misleading consumers through unlawful practices is unacceptable. Transparency and compliance with federal regulations are crucial for fair and ethical lending.

  Customer Answer

  Date: 09/17/2025

  I am writing to formally dispute the additional charge of $16.79 applied to my recent $28 loan. After reviewing the transaction details, I have identified several issues that I believe violate federal and state lending laws, which prompted me to file a complaint with the Better Business Bureau (BBB).
  Firstly, according to the United States Truth in Lending Act (TILA), lenders are required to provide clear and accurate disclosures regarding all fees and charges associated with a loan. The fact that I am being charged an additional $16.79 without a transparent explanation raises concerns about the legality and transparency of your practices.
  Secondly, I observed that the merchant refunded a balance of $744 before the first payment was due. Under U.S. law, interest is generally calculated based on the outstanding principal balance. Since the principal was refunded prior to the due date, interest should not accrue on that refunded amount. Charging additional fees or interest on a balance that was paid and refunded before the due date is improper and potentially illegal.
  Furthermore, since the refund occurred before the loans due date, it is unreasonable to expect interest to accrue on an amount that was already paid back. Interest typically accrues only on unpaid balances during the period the debt remains outstanding. Therefore, charging interest or fees on a refunded balance is inconsistent with legal lending practices.
  I request a detailed, written explanation of the basis for this additional charge. If you are unable to justify or substantiate this fee in accordance with applicable laws and regulations, I kindly ask that the interest and the charge in question be removed from my account.
  Please respond promptly with a clear breakdown of the charges and supporting documentation. If this issue cannot be resolved fairly and transparently, I will pursue further action, including filing complaints with the ************************************ (****) and my state's attorney general.
  Thank you for your immediate attention to this matter. I look forward to your prompt response and a resolution.
  
  

  Customer Answer

  Date: 09/20/2025

  Hello,

  
  

  My name is ****** *******. I have been attempting to document the loan, but the file is too large. Is it another alternative to provide that information? 

  

  Business Response

  Date: 09/23/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her concern regarding interest charged on a refunded loan.
  
  Affirms records indicate that Ms. ******** loan 6MSX-GOG2 was processed on August 25, 2025, in the amount of $773.00, with terms of *****% Annual Percentage Rate (APR) and 6 monthly installments of $142.69. On September 16, 2025, a refund of $744.66 was applied to the loan, leaving a remaining principal balance of $28.00. On the same day, Ms. ******* submitted a payment of $29.00. Because the loan was partially refunded and not fully satisfied at the time of refund, interest accrued on the outstanding balance in accordance with the loan agreement.
  
  Ms. ******* contacted Affirm multiple times on September 16, 2025, to dispute the interest that had accrued on the loan. The Affirm customer care representatives informed her at each contact that because the refund was only partial, she was still responsible for the remaining balance and any accrued interest, as stated in the loan agreement.
  
  Attached, Ms. ******* will find the Truth in Lending Disclosure and Loan Agreement, bearing her electronic signature, and the Loan Verification document for her reference.
  
  Affirm understands Ms. ******** concern; however, interest accrual begins at the time a loan is processed and applies to any portion of the balance not refunded by the merchant. Affirm loans use simple interest. Interest accrues daily on the outstanding principal until either a payment or refund is applied.
  
  When the merchant provides a partial refund, depending on the amount and how many payments are left in the payment schedule, she may have a lower final payment, fewer payments overall, or both.
  
  Upon receipt of this complaint, Ms. ******** concern was further reviewed, and Affirm has refunded the interest.
  
  Affirm appreciates Ms. ********* patience throughout this process. In the event Ms. ******* has any further questions or concerns, she is encouraged to reach out at ****************************************************.

  Customer Answer

  Date: 09/23/2025

  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:09/15/2025

  Type:Billing 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 purchased a bedframe from ******* on 09/08/25. As you can see on screenshot attached that shows the purchase, the total came out to $171.71. This is because ******* gave me a discount of $18.00. I financed my purchase though Affirm. However, instead of making my loan for the $171.71, they made it for $190.79, which means that they are adding the $18.00 that ******* gave me on the purchase, so Affirm is trying to take my $18.00 that I got as a discount. This is even though I elected to do the 4 payment plan with no interest. I tried to explain to them that they needed to fix the loan amount because it's wrong, but they refused. See the screenshots that show their payment plan and the response from them. They say Wayfair should give me the credit, not them, but they are wrong, because ******* already gave me the rewards, it's Affirm that is not adjusting the loan amount to what it should be, which is the $171.71. May payments should be $171.71 divided by four, which be 4 payments of $42.93 each. They need to adjust my billing to this as opposed to the 4 payments of $47.70 that they want to bill me and take out of my account.

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed his complaint, which states his concern regarding being financed for more than a discounted total with the merchant Wayfair. 
  
  Affirm records indicate that ***************** ******* loan BMGC-4617 processed on September 9, 2025 in the amount of $190.79 with 0.00% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 4 bi-weekly payments of $47.70. 
  
  Mr. ******** contacted Affirm on September 12, 2025, to report a discrepancy in their loan amount, stating an $18 Wayfair discount was not applied. An Affirm **************** agent confirmed the discount was a merchant-managed reward, not an Affirm promotion, and advised Mr. ************** to contact ******* directly. 
  
  Mr. ******** responded, insisting that Affirm should adjust the loan amount to reflect the Wayfair discount. On September 16, 2025 Affirm again clarified that they do not adjust loan amounts for merchant-provided rewards or discounts and reiterated that Mr. ******** must work with ******* to apply the discount to their purchase.
  
  After reviewing Mr. ********* account, we confirmed that Affirm does not manage or control merchant promotions. For details, eligibility, or changes, Afffimr asks that Mr. ******** please contact the merchant directly.
  
  In the event that Mr. ******** has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23888913
  
  I am rejecting this response because: I talked to ******* and they wanted to confirm if Affirm was not going to give me a refund for the $18 and how they understood it was concerning.  Here's the message from ******* that indicates this (attached). I'm sure that if Affirm had asked ******* to adjust it, then they would have.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/19/2025

  Thank you for the opportunity to respond to Mr. ********* BBB rebuttal. Affirm has reviewed his concern regarding the application of a discount offered by the merchant for a purchase.
  
  Mr. ******** contacted Affirm on September 12, 2025, September 13, 2025, and September 16, 2025, regarding the application of a discount to his purchase. On September 12, he reported a loan discrepancy and was informed that the promotion was managed by the merchant, not Affirm. On September 13, he replied to communications stating that Affirm should reduce his loan balance to reflect the $18 ******* discount. On September 16, Affirm reiterated that any promotional rewards must be applied by the merchant.
  
  Affirm understands Mr. ********* concern regarding the application of the discount. Please note, promotional rewards or discounts issued by the merchant are managed directly by the merchant, in this case, *******. Affirm is obligated to finance the amount processed by the merchant.
  
  Affirm is simply the financier of a purchase, all refunds and cancellations are subject to the policies of the merchant.
  
  On September 19, 2025, ******* processed a refund of $19.08. Affirm applied this adjustment the same day to loan *********, bringing the balance to $171.71.
  
  When a merchant provides a partial refund, depending on the amount and how many payments are left in the payment schedule, Mr. ******** may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust each installment based on the new loan balance after the adjustment is made. Mr. ******** can view his payment schedule by following the steps outlined here: ********************************************************************************.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out at ****************************************************.

  Customer Answer

  Date: 09/19/2025

  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. It's just too bad that one has to fight every step of the way by having to file complaints in order for businesses to do what is right.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint details 10/10/2024 I bought an item from a company the company used affirm for purchases; 8/15/2025 We returned part of the items (the company we purchased from was gave us no issues had warranties etc) it was affirm who provided issues all the way through they insisted on sending a check recieved the check in September 30 days approx cashed the check the check bounced. Now if i bounce a check on a company there are fees etc. Called affirm they said they needed to issue another check and would take another 30 days which is none sense they bounce a check this was not an us issue this was an issue by the company and all they have given was runarounds about refunds ect. Other (requires explanation) Refund; they should also provide a fee for bouncing a check same fee consumers would receive if they bounced a check; ********* ID Case number ******** I would love to provide the bounced check however i do not have and can't take screenshots of my bank account statement has not posted as of yet I spoke with.

  

  Business Response

  Date: 09/18/2025

   

  Thank you for the opportunity to respond to Ms. ****** BBB complaint regarding her refund related to a recent return.
  

  Upon our investigation, we confirmed that Ms. **** financed her purchase through Affirm under Loan ID: *********, with an original loan amount of $4,779.31, processed on 10/02/2023. Over the course of the loan, multiple installment payments were made, and the account has since been paid in full.
  

  As part of the return and refund process, several actions were taken. On November 4, 2024, a refund of $1,396.58 was issued to Ms. ***** **** card ending in *3615. Subsequently, on August 12, 2025, a second refund adjustment totaling $1,754.58 was processed. Of that amount, $499.80 was successfully refunded to the same **** card. The remaining balance of $1,254.78 was issued by check on August 29, 2025.
  

  Our records confirm that all applicable refunds have been processed, totaling the full amount due to Ms. ***** If she has not yet received the check mailed on 08/29/2025, we encourage her to allow 710 business days for delivery. If the check is not received within that timeframe, we would be happy to investigate further and assist with a reissue if necessary. Additionally, if any fees were assessed to Ms. ***** personal checking account due to a previously rejected check issued by Affirm, we kindly ask that she contact Affirm directly. This will allow us to provide guidance on the appropriate steps to address and resolve the matter.

  For further clarification, we have included copies of the Truth in Lending Agreement (TILA) and the Loan Verification document associated with Ms. ***** account. These documents outline our refund policy and contain other important information regarding the terms and details of her loan.
  

  If the individual referenced in the complaint requires additional assistance, we respectfully request that the account holder contact Affirms ************* team directly at ************** or visit our *********** at:Affirm *********** Contact Us.
  
  
  

  
  

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23886172
  
  I am rejecting this response because: affirm confirmed on 9/4 they needed to.resend the check I have posted a retur.ed transaction of the check from our bank on the reference number was ******** spoke with ********* another check would.need to be issued please see the transaction from my bank account below. If we need to provide more details from the bank i.will.gladly try to accommodate

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/22/2025

  Thank you for the opportunity to respond to Ms. ***** BBB rebuttal regarding her refund check.
  
  On September 18, 2025, Affirm informed Ms. **** that a new check was being reissued and would be mailed to her within the next 7-10 business days. In the same communication, Affirm also requested any documentation showing a fee from her bank for the returned check.
  
  Check #****** was issued on September 19, 2025. Ms. **** should expect to receive it within seven to ten business days of that date.
  
  We apologize for any inconvenience this has caused. Should Ms. **** have any further questions or concerns, we encourage her to contact us directly at ****************************************************.

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23886172
  
  I am rejecting this response because: of the runaround the company has provided first they told BBB all returns were made even provided BBB with our agreements left out the part of the bounced check with also.sayimg we had to wait 30 days for refunds well it was well passed the 30 days so how come we had to wait an additional 30 days after the company bounced a check and if a consumer did this to a company they would have been hit on their credit with a **** and charged fees what consequences does a company face for the same nonsense and the fact they were caught red handed lying *** playing games.. Even when we do.receive.a new check how can we be ensured it would not bounce again and will we have to wait another 30 days the companies apologies can be kept and doing the correct thing by consumers is an appropriate action. Their credit should be ****ed and a negative rating with BBB plus be charged a fee 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:09/15/2025

  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.

  I called affirm.to.ask why everytime I open a loan it shows up on ********* as a new loan in which it has caused my credit score *****************,I spoke to a supervisor name Almay.and a.rep name.******* who couldn't tell me anything.But Almay stated that even though my loans are in good standing there are 2 types of loans that I couldn't understand what she was saying unfortunately because of her accent that will still show up on your credit report and this is a company that says they do soft credit checks and only report late payments in which my payments has never been over 30days.I want a better understanding because if everytime I take a loan and it causes my credit score to drop then I don't need to use affirm anymore

  

  Business Response

  Date: 09/18/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint, which she is inquiring about loans that are reported to the credit bureaus. 
  
  Affirm records indicate that Ms. ******* Amazon loan FYX3-Y91W processed on September 15, 2025 in the amount of $232.39 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly/bi-weekly payments of $23.33 on the 15th of each month/other week. 
  
  Affirm records indicate that Ms. ******* Target loan JKP5-4DAS processed on September 4, 2025 in the amount of $99.19 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $18.31 on the 4th of each month/other week. 
  
  Affirm records indicate that Ms. ******* Target loan XJZT-FIAP processed on August 18, 2025 in the amount of $84.69 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $15.63 on the 18th of each month/other week. 
  
  Affirm records indicate that Ms. ******* Target loan YPI3-VJPR processed on July 21, 2025 in the amount of $81.24 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 3 monthly/bi-weekly payments of $28.72 on the 21st of each month/other week. 
  
  Affirm records indicate that Ms. ******* Amazon loan O0ML-FX2J processed on November 7, 2024 in the amount of $202.68 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly/bi-weekly payments of $20.35 on the 7th of each month/other week. 
  
  Affirm furnishes customer repayment history to Experian on a regular basis. Based on Affirm's credit reporting cadence, customers should allow ***** days for updates to be reflected on their credit report.
  
  On August 11, 2025, Ms. ****** called Affirm about her credit reporting. Ms. ****** was inquiring about how Affirm is reporting her loans and why the loans are reported. 
  
  Please be advised, Affirm reports all new pay-over-time loans, including Pay in 4 and monthly installment plans, to Experian starting April 1, 2025, and to ********** starting May 1, 2025.?
  
  Affirm apologizes for any inconvenience that Ms. ****** has experienced during this process.
  
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to Affirm *********** Search for answers and contact us .

  Customer Answer

  Date: 09/18/2025

  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. I am.done.with Affirm.after these loans
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/14/2025

  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 August 8, 2025, I paid $560.86 but should have received a $125 discount from Affirms Expedia promotion, reducing my total to $435.86. Despite fulfilling all requirements and submitting documentation multiple times, the credit has not been applied. Agents confirm the credit exists but provide no explanation or resolution, and my cases have been closed without response four times. This ongoing lack of transparency and accountability is unacceptable. I insist the promised discount be applied immediately.

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed her complaint, which involves her concern regarding a $125 dollar off promotion that was not applied to her loan despite fulfilling all the requirements.
  
  Affirm's records indicate that ********************** Card loan YD4S-18F3 was processed on August 11, 2025, for a purchase with the merchant, Expedia, in the amount of $560.86. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 monthly payments of $186.95. The loan was fulfilled on September 16, 2025.
  
  Ms. ******** contacted Affirm on August 8, 2025 to inquire about the promotional discount offered upon her purchase. The Affirm ************* agent confirmed the discount availability and informed Ms. ******** that the discount would be applied before the first payment is due. 
  
  Before the next payment due date, Ms. ******** reached out to Affirm on September 2, 2025 regarding the reward yet to be applied. She was informed that the reward is active on her account and should contact Affirm if not applied after the first payment has been made. Between September 4, 2025 and September 6, 2025, Ms. ******** reached out regarding the unapplied reward towards her loan. An email was sent to her on September 4, 2025 to forward the email regarding the promotional offer she received to an Affirm email that was provided. Ms. ******** sent the email she received regarding the promotional offer on September 5, 2025 and her concerns were escalated. 
  
  Following the receipt of Ms. ********* complaint, Affirm confirms that the reward was applied to her loan YD4S-18F3  as an adjustment on September 15, 2025.
  
  Affirm appreciates Ms. ******** for her continued patience throughout this process and apologizes for the delay in a resolution. Affirm also apologizes for any confusion or frustration experienced as a result of her interaction with our ************* Agents. 
  
  In the event that Ms. ******** has any further questions or concerns, we encourage her to reach out to Affirm via *******************************************************************.
  
  

  Customer Answer

  Date: 09/17/2025

  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:09/12/2025

  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.

  July of 2025 I ordered 2 shirts and a pair of shorts from ******. Totaling $83.00. The order was placed on time payments with affirm and **************. The items were returned because they did not fit. Both ****** , affirm, and ************** are refusing to refund my money so currently I am out $83.00 and I do not have the clothing!

  

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond to Mr. ***** BBB complaint, because he is requesting a refund. 
  
  Affirm records indicate that **************** loan KZ6C-HXTI processed on July 15, 2025 in the amount of $85.86 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $14.98 on the 15th of each month/other week.
  
  On September 12, 2025, Mr. **** called Affirm requesting a refund for his purchase at ******. Mr. **** stated that he returned the items to ******. Affirm ************* agent explained that the loan had two adjustments that were processed on the loan. The first adjustment was on August 20, 2025 in the amount of $32.51. The second adjustment was on  August 31, 2025 in the amount of $20.94. 
  
  To better assist Mr. ***** Affirm would recommend that he contact ****** to request the release of the full refund.
  
  Another option would be for Mr. **** to first submit a request to have the loan disputed. 
  
  To file a dispute against a merchant. Please follow the instructions below and submit the information relating to your dispute as soon as possible.
  
  The self-service link is provided here :  *************************************************************************;
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by both Mr. **** and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both Mr. **** and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify Mr. **** of the outcome via email within approximately 60 days. Please note: Affirm's ability to resolve the dispute is based on the merchants policies and the documentation provided. Final outcomes may reflect the merchant terms.
  
  Affirm apologizes for any inconvenience that Mr. **** has experienced during this process.
  
  In the event Mr. **** has any further questions or concerns, we encourage him to reach out to Affirm *********** Search for answers and contact us .

• Initial Complaint

  Date:09/12/2025

  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 am writing to report that I have been waiting for a refund by check since May 2025, and as of today I have still not received it. I have contacted the company multiple times, but most of my interactions result in vague responses or delays.The company has sent emails confirming that I am owed this refund and has verified my mailing address. However, their only ongoing response is that my issue has been escalated, with no clear resolution or timeline.I am requesting that the company promptly issue the refund that is rightfully due to me.

  

  Business Response

  Date: 09/23/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern with two refunds that are due to her that she has yet to receive. 
  
  Starting June 13, 2025 through September 2, 2025, Ms. ******** contacted Affirm multiple times regarding missing refunds tied to her purchases. On June 13, 2025, she reached out via chat, stating she was missing a refund for a Target loan (Loan ID JKH5-KWWL for $105.00). Although a prior refund of $1.54 had been applied on June 1, 2025, this was not the amount in question. Ms. ******** also referenced loan D9VZ-FHCW, where a refund of $65.63 was reflected, but again, this did not resolve the discrepancy. When asked by the Affirm ************* agent whether she had attempted to apply the refund herself, she stated she had, but the system indicated the refund had already been applied.
  
  On June 24, 2025, she called to confirm receipt of two refund emailsone advising that a refund would be applied to her account and another stating a refund check would be mailed. The Affirm ************* agent verified via phone, the store details showing, $133.77 refund with a TARGET ******** purchase, and $140.58 with ACADEMY SPORTS #****, and confirmed Ms. ******** mailing address. Ms. ******** expressed frustration over the lack of any visible refunds and requested her concern be escalated to a supervisor. The Affirm supervisor explained the refund-by-check process which can take up to 30 days to receive, reiterated follow-up steps, and noted the refund notification dated May 31, 2025, for which Ms. ******** had initially been prompted to decide where to apply the refunds. A reimbursement address confirmation notification had also been issued on June 2, 2025 where Ms. ******** was asked to verify her mailing address. 
  
  Between July 3 and July 4, 2025, Ms. ******** made repeated calls to Affirm, continuing to report missing refunds. The Affirm ************* agents reviewed the account but were unable to locate the disputed refunds on any active loans, and Academy Sports was not reflected on her Affirm profile. Ms. ******** provided merchant receipts and expressed concern that Affirms emails confirmed refunds were received from merchants, yet no funds had been processed to her account. ********************** supervisors acknowledged the issue, apologized, and requested supporting evidence from her. Affirm also escalated the matter for internal review. Secure messages were exchanged during this period, with Affirm advising that the customer refunds team was verifying the refunds. On July 10, 2025, Affirm confirmed that the refunds by check were in processing.
  
  On August 24, 2025, Ms. ******** followed up via secure message, reporting no checks had been received. On September 2, 2025, she called again, requesting updates. The Affirm ************* agent confirmed the mailing address and advised her to allow 3 to 5 business days for resolution. Ms. ******** also requested Affirms billing address for reporting purposes, which was provided. On September 22, 2025, the matter was escalated for further review. Affirm confirmed that two checks would be sent, with email notification provided on September 18, 2025, requesting address verification. The two checks for $133.77 and $140.58 are scheduled to be mailed on September 23, 2025 and can take 7-10 business days to be received to the address on file: ***************
  
  Affirm apologizes for the delay in refunds and any frustration this situation may have caused. 

  If Ms. ******** has any further questions or concerns, we encourage her to visit ****************************************************

  Customer Answer

  Date: 09/23/2025

  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:09/12/2025

  Type:Customer Service 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 have been waiting on my refund to come in the mail this is very shady. Why do they refuse to refund it to the original payment method?

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Mr. *********** BBB complaint, because he is inquiring about a refund. 
  
  Affirm records indicate that Mr. *********** loan ALQE-1BZL processed on June 17, 2025 in the amount of $100.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly/bi-weekly payments of $10.05 on the 17th of each month/other week.
  
  Mr. ********* reached out to Affirm about a refund check. Mr. ********* made an overpayment on the loan and requested the fund back. 
  
  Affirm processed the refund on July 7, *********************************************** 4169; however, the refund failed. 
  
  Affirm then processed the refund by check. The refund check was mailed to the address on file on July 28, 2025. 
  
  According to Affirm records, the refund check was received and cashed on August 4, 2025.
  
  In the event Mr. ********* has any further questions or concerns, we encourage him to reach out to Affirm *********** Search for answers and contact us .

  Customer Answer

  Date: 09/17/2025

  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:09/11/2025

  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 ordered a wig from ********. They refunded me the full amount of $264.46 on August 20, 2025. Affirm is a third party. Affirm refunded me $66.12 on 8/22/205. I want the remainder of my refund for a total of $198.34.

  

  Business Response

  Date: 09/16/2025

   

  Thank you for the opportunity to respond to Mr. ********* BBB complaint regarding issues with her refund from ********.

  Upon further investigation, Affirm's records show that Ms. ********* loan for a ******** purchase was processed on July 14, 2025, for a total of $264.46. She made an initial down payment of $66.12 on July 11, 2025, using a **** card ending in ************************************************************ 7621. The loan was structured as a bi-weekly payment plan with three installments of $66.11 each at 0.00% APR. However, the first scheduled payment on July 28, 2025, failed due to the original payment card being closed, prompting Ms. ******** to disable AutoPay that same day. On August 25, 2025, Affirm refunded the only payment Ms. ******** made the $66.12 down payment to her **** ending in 0815. Since this refund has been issued, no further refunds are owed. As a result, the loan shows $0.00 paid, a $0.00 remaining balance, and no outstanding payment obligations.

  For Ms. ********* reference, we have attached the Truth in Lending Act (TILA) disclosure and the Loan Verification (LV) statement.

  If Ms. ******** has any further questions or needs assistance, she is welcome to contact Affirms ************* team at ************** or visit the Affirm *********** Contact Us at: Affirm *********** Contact Us.

  
  

  Customer Answer

  Date: 09/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23872161,  I don't understand how Affirm is able to keep $198.00 dollars and not send to me.
  
  Sincerely,
  
  ****** Bynum ********