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:12/30/2024

  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.

  I purchased a pair of sneakers from ****** ****** using an affirm card in-store between Nov *****, 2024, for $1640. I returned the sneakers on December 3, 2024, and a refund of $1643 was sent to Affirm on December 5, 2024. A message in my affirm account said where to apply for this credit. I kept trying to accept the credit for the ***** ****** account, but the system didn't allow me to do anything. I contacted Affirm, and I keep getting the run-around. Today, they said they are sending me a check. I don't want a check; they are sending it to an unknown address. They are messing up my credit, and I am getting threatening emails and text messages about payment. They said they couldn't process the refund for my loan.

  

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she has not received a refund for a purchase they returned. Affirm stated a refund check would be sent, but she does not want a check.
  
  Affirm records indicate that Ms. ******* ****** ****** loan (ID ********** was processed on November 21, 2024 in the amount of $1,640.00. Ms. ******* agreed to make 6 monthly installment payments of $302.73 and the loan Annual Percentage Rate (APR) is 35.98%.
  
  On December 14, 2024, Ms. ******* called to report a refund for a purchase she returned that has not been applied to her loan. The Affirm ************* agents advised Ms. ******* no refund has been applied to her loan and to contact the merchant for assistance.
  
  From December 16, 2024 through December 23, 2024, Ms. ******* contacted Affirm via phone several times to report that she was unable to apply the refund from the merchant to the loan 1SX6-Q132. The Affirm ************* agents advised Ms. ******** case would be escalated for an expedited resolution.
  
  On December 30, 2024, Ms. ******* called into Affirm again to inquire about the status of their refund. The ************* agent advised Ms. ******** refund will need to be issued via a refund check. Ms. ******* advised the ************* agent they are not in the ************* and will not receive the refund check.
  
  Affirm would like to apologize for the inconvenience this process may have caused. Please know, Affirm has taken Ms. ******* feedback very seriously and we will use it to continually better our services.
  
  On January 13, 2025, an email was sent to Ms. ******* advising a refund check in the amount of $262.12 will be issued to the address on file. The following day on January 14, 2025, an email was sent to her advising the wrong amount was communicated regarding the refund check, and the correct amount of $2,234.48 will be arriving within 30 days to her address on file.
  
  Ms. ******* called Affirm the same day, indicating they are not in the ************* and will not be able to receive the refund check.
  
  At this time, Affirm is investigating Ms. ******* refund and will follow up with her through email within 3-5 business days.
  
  In the event Ms. ******* has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

• Initial Complaint

  Date:12/30/2024

  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.

  My affirm card was used to make fraudulent charges. I called Affirm to report it and closed the card. I had to call 3 days later because I didnt get an email confirmation about my complaint. They gave me a case number and told me to wait 3-5 business days. After 5 days I still didnt get a resolution. When I called I clearly can hear the customer service center is NOT in the *** there was awful reception and they were not helpful. There was about 6 charges from the same ****** Ads that were decilined but 2 charges went through and money was debited from my checking acct. after speaking to a manager he said it could take up to 45 days to resolve. This is unacceptable!

  

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states her concern regarding the disputed transactions on her Affirm Card account.
  
  Ms. ***** contacted Affirm on December 19, 2024 to report that the transactions for $10.00 and $50.00 that were initiated on December 8, 2024 with the merchant Google*Ads1965085307 using her Affirm Card were unauthorized. The $10.00 was withdrawn from her linked bank account on December 9, 2024 and $50.00 was withdrawn from her linked bank account on December 11, 2024. Affirm advised her to initiate disputes for the transactions and informed her about how to close her Affirm Card. Her Affirm Card account was closed on December 21, 2024.
  
  Ms. ***** requested updates on December 23rd, 27th and 30th, 2024. Affirm advised her on these occasions that the case was escalated for review. Affirm apologizes for the delay to follow up on her inquiry. Disputes were initiated for both of the transactions on December 30, 2024.
  
  Ms. ***** was notified via email on December 31, 2024 that her dispute for the transaction of $10.00 was won and a credit was issued. Ms. ***** followed up with Affirm on January 6, 2025 to inquire about the status of her disputes. Affirm notified her that a credit was issued for the $10.00 transaction and that the $50.00 transaction was still under review.
  
  Affirm followed up with her via email on January 8, 2024 to confirm that her dispute for the transaction of $50.00 was won and a credit was issued.
  
  Affirm conducted an investigation into Ms. ****** account on January 14, 2024 as a result of her complaint. Affirm is currently working on ensuring that the appropriate refunds are issued back to her bank account given her ********************** Card account is now closed. Affirm will follow up with her directly to provide an update on the matter.
  
  Affirm apologizes for any frustration this may have caused. We appreciate Ms. ******* feedback regarding her experience with the Affirm ************* agents who assisted her.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:12/30/2024

  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 was notified via text that a loan in the amount $465.34 ($506.64) had been approved for a purchase on ******. I did not request this loan OR make the purchase on ******. I contacted ****** with the order # provided by Affirm (114-3346402-0040263) and was informed that this was a fraudulent charge and that no such order had been placed. I called Affirm and opened an investigation. I was told they were in touch with ****** to complete the investigation. I received the determination today that I am still responsible for this loan despite ****** confirming this was a fraudulent charge/order on my account. They are still claiming I must pay for this charge/load that I never requested or approved. There is no such purchase on my ****** account. I called Amazon again today (12/30 @ 11:55am) at ************ and they once again confirmed that no order was placed by me on DEC 16th in the amount of $465.34

  

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states her concern regarding an unauthorized Affirm loan generated under her name.
  
  Affirm's records indicate that loan MNVZ-V6BG was processed on December 16, 2024, for a purchase with the merchant, ******, in the amount of $465.34. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $42.22 due on the 16th of each month.
  
  Ms. ****** submitted a webform to Affirm indicating that loan MNVZ-V6BG was unauthorized on December 16, 2024. She also initiated a merchant dispute within her Affirm account for the loan on December 16, 2024. Affirm advised her that the unauthorized activity claim was escalated for review on December 17, 2024 and December 18, 2024.
  
  Affirm followed up with her on December 26, 2024 to inform her that her claim pertained to an unauthorized activity issue and would be investigated as such. The merchant dispute was therefore closed in the merchants favor.
  
  The Account Safety team followed up with Ms. ****** via email on December 30, 2024 to relay the results of their investigation. The investigation concluded that she remained responsible for repayment of the loan based on the information available. Ms. ****** called Affirm to discuss the decision. Affirm informed her that the loan MNVZ-V6BG was associated with Amazon order IDs: *******************, 114-3168618-1664210 and 114-3346402-0040263. Ms ****** confirmed that the transaction was in fact valid and confirmed that the unauthorized activity claim can be closed.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:12/30/2024

  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.

  I made an online purchase using Affirm but reached out to the merchant requesting the order to be cancelled. The merchant in question sent an email on 12/5/24 saying that a refund would be processed within 2-7 buisness days. I then reached out to Affirm to make them aware that I cancelled my order and that I would like the loan closed as well as a refund for what I have already paid so far on the plan. I even attached a screenshot of the back and forth emails between myself and the merchant showing that they have processed the cancellation on their end. As of today 12/30/24, Affirm has neither closed the account or refunded me but still continue to charge my card for the order. I would like someone from upper management to look into this claim and remove the plan from my account as I will not pay on a loan for items I dont even have.

  

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed the complaint, which states his concern regarding a refund.
  
  Affirm's records indicate that loan LROZ-ODMD was processed on November 15, 2024, for a purchase with the merchant, Painful Pleasures, in the amount of $127.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $22.45. The loan required a down payment of $63.50 that was processed on November 13, 2024, leaving a residual loan amount of $63.50. No further payments were processed on the loan.
  
  Mr. ****** called Affirm on December 26, 2024 to inquire about a refund. He explained that the merchant authorized a full refund however it was not yet applied to the balance of the loan. Affirm advised him that we are simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. He was encouraged to confirm the refund status with the merchant.
  
  The merchant applied an adjustment of $127.00 to loan LROZ-ODMD on December 31, 2024. Affirm issued a refund of $63.50 back to Mr. ******* original payment method on the same date. The loan is considered settled. Affirm apologizes for any frustration this may have caused and appreciates his patience.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:12/30/2024

  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.

  Date of transaction: December 8, ********** paid: I paid $27.56, and have three more payments to make. The total of the transaction is $110. Item: The purchase was for a necklace.Dispute: I never received the item. Therefore, I would like $27.56 refunded, and all other payments canceled. Any negative payment status sent to ************* should be retracted. If delivery is made, I will pay. Its just that simple.Hommes Oro (seller): Uncooperative; sending emails that package is near & arriving soon. Tracking from **** indicates otherwise.** They sell items on *************

  

  Business Response

  Date: 01/17/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint, which states her concern regarding a merchant dispute on her Affirm loan.
  
  Affirm's records indicate that loan 6425-JDDW was processed on December 9, 2024, for a purchase with the merchant, Hommes Oro, in the amount of $110.24. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $27.56 beginning on December 24, 2024. The loan required a down payment of $27.56 that was processed on December 8, 2024, leaving a residual loan amount of $82.68.
  
  Ms. ******* contacted Affirm by phone on December 26, 2024 and reported that she did not receive the order from the merchant. Affirm prompted her to initiate a merchant dispute on the loan in order to assist her further. She initiated a merchant dispute for loan 6425-JDDW within her Affirm account on this date and sent an email with the order and tracking details for the purchase. Affirm followed up with her on December 27, 2024 and advised her about the merchant dispute process. The case was escalated for review on this date.
  
  When a dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review any submitted documentation. Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  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.
  
  Ms. *******' merchant dispute is currently pending investigation. Affirm will follow up with her directly to provide an update on the status of the case. If she has any further evidence to provide, she is encouraged to send documentation to ***************************************************************** with reference to case ******** and our team will assist accordingly.
  
  Please note that loan 6425-JDDW is not being reported to the credit bureau at this time.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer Answer

  Date: 01/17/2025

  
  
  Affirm says they have refunded my money, and my account is now PAID IN FULL. Thank you for your Services!

• Initial Complaint

  Date:12/30/2024

  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.

  I purchased items on ****** ,and charged through Affirm , I sent items back and got refunds , but Affirm never taken off not one cent, they got me owing for all of the items that I dont have, they said ****** didn't send refund to them ,and that's not true, ****** sent me through my email that they refunded the purchases, I have been calling Affirm over and over, and they still haven't did anything, I just returned my treadmill for $240 , Amazon credit my acct for $199 , ********************** still haven't credited my acct ,they still got me owing the same amount, and I don't know what accounts to pay on , because all theses prices amount should've went down for my return purchases, can you please help me to get my right refunds ,so I can catch up on whatever I supposed to owe going forward with Affirm, I tried to handle this myself ,but Ffirm keep telling me different things, some say they don't see items ,then some say they do, but no credit has been issued, and I want them to credit my account for all of Amazon refunds they issued me, I cant pay for items I dont have ,that's been sent bk, please help me to get this resolved, ,thank you so much, ****** ****

  

  Business Response

  Date: 01/16/2025

  Thank you for the opportunity to respond to Ms. **** BBB complaint. Affirm has reviewed Ms. **** complaint, which involves her concern that she returned products to Amazon and Affirm has not processed her refund. 
  
  Ms. **** current complaint involves the following four loan IDs: FFB1-GVIB, RQYB-NI3J, FLHX-11E1, SNZL-SVL1 and E1F9-7U1Y. 
  
  Affirm records indicate that *************** loan (ID ********** has been paid in full as of November 15, 2024.
  
  *************** loan (ID ********** is current with a payment of $21.68 due on January 19, 2025.
  
  *************** loan (ID ********** is currently overdue as a payment of $26.54 was due on January 7, 2025. 
  
  *************** loan (SNZL-SVL1) is currently 60 days overdue as a payment of $27.82 was due on December 9, 2024 and January 9, 2025.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. 
  
  On November 20, 2024, Ms. **** called in to initially report she returned some products to ****** but the refunds have not been processed. The Affirm ************* agent confirmed the Amazon Order IDs with Ms. **** and advised a follow up would be provided in 3-5 business days. 
  
  On December 20, 2024, An Affirm ************* agent sent Ms. **** a secure message providing her details on her active Amazon loans and the refunds associated with the loans. The Affirm ************* agent advised her to contact the merchant directly for further clarification. 
  
  On December 27, 2024, An Affirm agent called Ms. **** due to her Amazon loans being overdue. Ms. **** stated she is waiting on her refunds from ****** to be applied to her loans. The Affirm agent advised Ms. **** that Affirm does not have the Order IDs associated with the refunds to match them to the appropriate loans. Ms. **** provided four Order IDs for refunds that should be applied to her Amazon loans. 
  
  As of today January 16, 2025, Affirm has confirmed the following refunds have been applied to the following loans:
  
  Amazon loan (ID: ********** - A refund of $17.68 applied was on April 30, 2024. Order id(s): *******************, 112-8388168-3629853. 
  Amazon loan (ID: ********** - Four refunds of $16.55 were applied for a total of $66.20 on November 3, 2024. Order id(s): *******************, 112-6719379-5788240, 112-1655885-3981009. 112-5694743-0425849, 112-0698133-4649036. 
  Amazon loan (ID: ********** - A refund of $103.85 was applied on October 1, 2024. Order id(s): *******************, 112-6449807-1037022. 
  Amazon loan (ID: ********** - A refund of $199.09 was applied on December 7, 2024. Order id(s): *******************.
  
  At this time, if Ms. **** believes additional refunds are due to her Amazon loans; Affirm requests she sends evidence including the Amazon Order IDs to *********************** email address *****************************************************************. Once Affirm receives this evidence they will be able to further investigate her claim.
  
  Ms. **** has several additional Affirm loans associated with ****** purchases. If she is seeking any additional refunds that were not included in the current complaint, she is encouraged to contact Affirm as indicated above (via email) for more information.
  
  In the event Ms. **** has any further questions or concerns, we encourage her to reach out to **********************************************************.
  
  

• Initial Complaint

  Date:12/29/2024

  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.

  I have a savings account with **********************, in which they transfer $25.00 a month from my **************** account automatically. I had used Affirm in the past for a purchase and paid off that purchase more than two years ago. They eventually persuaded me to open up a savings account, which I did. On my October 1, 2024 to October 31, 2024 statement, I started with a $555.06 balance. On October 15, there is a charge by APPLE COM BILL (not *********) for $219.99. Then again, there is another charge for $219.99 by APPLE COM BILL, which left my account with $115.08. I had called to complain about this obvious hack, and was reimbursed for $219.99 on October *******. I should have been reimbursed $439.98.I have been calling since and made 4 phone calls up until December 10, 2024 and each time I call, I only get to speak to the same woman, who's name is *****, and who is definitely speaking to me from another country. She recites the same exact lines as the previous conversations, as the investigation "expands". It's not expanding. Every single time I try to get into an online chat with them, it gets CUT OFF midway through, and I cannot get back into a chat session with them. They basically hang up on me in the chat.I just started filling out another dispute claim on their site and when I entered my account number in one of the fields, it comes back in red that it needs to be in a xxxx-xxxx formation. My account number on all of my statements is a 10 digit number without any dashes. So, from there the online dispute GOES NO FURTHER.I cannot call them again for a fifth time and deal with *****. For all I know, she may be APPLE COM BILL. I transferred almost all remaining funds back into my **************** account but left a few dollars in this Affirm account in order to keep it open for my refund. I almost feel that they want me to close it entirely. There is NO WAY to contact these people, and it is very frustrating to say the least.I don't know what to do.

  

  Business Response

  Date: 01/13/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which involves his concern that he was charged $219.99 twice and indicated he was hacked. Mr. ******** states Affirm refunded one charge but they have not been refunded the second after multiple attempts. 
  
  On October 14, 2024, Mr. ******** filed a dispute in regards to a charge on their Affirm card from ********* for $219.99. A secure message was sent to the customer on October 19, *********************************** regards to the additional charge from ********* for $219.99 on October 13, 2024. Regrettably, Affirm did not receive a response from Mr. ******************* October 18, 2024, The Affirm Account Safety team ruled in favor of Mr. ******** and provided a credit of $219.99 to his Affirm card. 
  
  On December 8, 2024, December 17, 2024, and December 18, 2024, Mr. ******** reached out to Affirm via phone and chat to inquire about the other charge from *********. The Affirm ************* agents advised him his claim will be escalated for review. A dispute was never opened for the additional charge from *********. 
  
  Affirm would like to apologize for the mishandling of his request. Please know, we take Mr. ********* feedback seriously, and Affirm will use it to continually better our services.
  
  On January 13, 2025, Mr. ******** should have received from the Affirm Resolutions team stating a dispute has been opened regarding the ********* charge of $219.99 from October 13, 2024. The Affirm Resolutions team will aim to complete their investigation within 10 business days from the date Ms. ******** notified Affirm of the error, but in some cases their investigation may take up to 45 calendar days. Affirm will keep Mr. ******** updated on the resolution of his dispute, or in case Affirm needs to extend their investigation period.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22742771
  
  I am rejecting this response because:

  I'm not entirely sure how to answer it.

  I received the notice from Affirm as to the continuance of their investigation into this matter.  I acknowledge that part of it.  I don't want to accept it entirely until the dispute is resolved and until I receive the entire refund in question, so I am not sure as to the proper response, since this entire experience has been very frustrating, due the previous online and telephone encounters that resulted in my lack of confidence in getting this resolved. 

  I hope to give a positive response and review once this issue is resolved in a satisfactory manner.

  Thank you.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/22/2025

  Thank you for the opportunity to respond to Mr. ********* BBB rebuttal, which states his concern regarding the process to get a refund for an unauthorized transaction.
  
  
  Affirm can confirm that the second transaction of $219.99 was refunded back to Mr. ********* Affirm Money account on January 15, 2025. Affirm would like to sincerely apologize for any inconvenience or frustration this delay may have caused.
  
  
  In the event that Mr. ******** has any further questions, we encourage him to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:12/27/2024

  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.

  In September 2024 I was scammed into a pay to work scheme in which the company concept asset coerced me into a 2,500$ loan through affirm. I have filed 4 disputes with affirm, called, and messaged many times trying to resolve my issue. Affirm has ignored my attempts to get my loan disputed and has sided with the company concept assets. Concept assets claimed that they provided me online courses and training. I did not receive any service, training, or courses from this company and it is a complete scam. Affirm is refusing to settle in my favor due to concept assets lies. My original dispute in September was cancelled by me when the company concept assets promised me a refund of I cancelled. They have been ignoring me for months now. I talked to a supervisor at affirm a week ago who said she would expedite the case and try and reopen it and I would hear back with in three days. I have not received any information about the case as she had told me. I have now paid 755$ towards this loan as affirm is threatening me to send to a debt collector. They only have interest is receiving the money I owe and no interest in helping me resolve the issue of concept assets scamming me. They have also refused to send me a copy of the information concept assets had submitted that caused them to rule in their favor. I am unable to get help because I dont have access to the information. I have also submitted proof to affirm that I did not receive any service or education from this company.

  

  Business Response

  Date: 01/08/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her concern regarding the refund for her order. 
  
  Affirm records indicate that Ms. ********* loan IZBP-JWF2 with Copecart processed on August 21, 2024 in the amount of $2,500.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $251.13 on the 21st of each month. There have been two payments of $251.13 made on September 22, 2024 and October 22, 2024, respectively. An additional payment of $252.79 was made on December 27, 2024, bringing the total paid amount so far to $755.05 as of January 8, 2025. 
  
  On August 21, 2024, Ms. ******** called Affirms ************* Support line and stated that she felt the merchant was a scam and that she wanted to cancel the purchase. 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. 
  
  An official dispute was opened by Ms. ******** on August 22, 2024. When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  Ms. ******** reached out to Affirm again on August 23, 2024 and requested that the dispute be closed as the merchant advised that they would issue a refund. Affirm resolved the dispute in merchant favor on August 31, 2024, per Ms. ********* request. 
  
  Affirm did not hear back from Ms. ******** until October 28, 2024, when Ms. ******** called Affirms ************* Support line again and stated that she had never received the expected refund that the merchant had promised. The Affirm ************* agent encouraged Ms. ******** to reach out to the merchant directly to request a cancellation or refund. 
  
  On November 26, 2024, Ms. ******** reached out again to request a refund as she felt scammed by the merchant and had not attended any of the training courses. Affirm attempted to call Ms. ******** to discuss her issue further on December 7, 2024, but the call was not answered. 
  
  Affirm can confirm that the dispute opened initially on August 22, 2024 was the only dispute placed on this loan. Affirm reiterated the original dispute resolution in merchant favor to Ms. ******** on December 17, 2024; December 19, 2024; and December 20, 2024. 
  
  However, upon receipt of this complaint, Affirm has determined that Ms. ******** is entitled to a full refund for this loan. Affirm has issued this refund as of January 8, 2024 and Ms. ******** is therefore no longer responsible for the repayment of this loan. Any payments made will be refunded back to ****************** account within 3-5 business days. 
  
  In the event that Ms. ******** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 01/08/2025

  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:12/27/2024

  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.

  AFFIRM REFUES to accept my Payment. I have been trying to pay for 2 weeks now but Affirm refuses to let me pay.

  

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed the complaint, which states his concern regarding failed payments on his Affirm loans. 
  
  Affirm's records indicate that loan FWVE-VSJ3 was processed on December 10, 2024, for a purchase with the merchant, Amazon, in the amount of $182.75. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $33.16. The loan was partially voided in the amount of $70.10 on December 10, 2024. Between December 21, 2024 and December 29, 2024 the payments charged to the bank account ending in 5890 failed on multiple occasions. 
  
  Affirm's records indicate that loan M1UJ-AVSJ was processed on December 21, 2024, for a purchase with the merchant, Amazon, in the amount of $208.60. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $37.85. The loan was partially voided in the amount of $41.72 on December 21, 2024. Between December 21, 2024 and December 28, 2024 the payments charged to the bank account ending in 5890 failed on multiple occasions. 
  
  Mr. ******* contacted Affirm on December 28, 2024 and indicated that their payments continued to fail. He requested assistance to make payment. Affirm followed up with him on December 29, 2024 and prompted him to remove the payment method from his account and then re-add the same or a new payment method. 
  
  A manual payment of $114.40 was completed on December 29, 2024 using the bank account ending in 5890 for loan FWVE-VSJ3. The balance of the loan FWVE-VSJ3 is now paid in full. Mr. ******* submitted a payment of $37.85 on January 3, 2025 and $130.78 on January 4, 2025 using the bank account ending in 5890 for loan M1UJ-AVSJ. Both of these payments are processing. It can take up to 3-10 business days for the payments to process. Affirm apologizes for any frustration this may have caused. 
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:12/27/2024

  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.

  These People Are Not Competent Not Intelligent enough To Do Their Job And Keep Giving Me A Hard Time About Purchasing Good Epiphone/****** ** Models I Wish These People Would Just Shut Down And Placed Out Of Business For Good And They Are Known Scam Artists.

  

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to respond to Mr. **** BBB complaint. Affirm has reviewed Mr. **** complaint, which states his concern regarding Affirms customer service. 
  
  ********************** records indicate that *********************************** loan ROCP-XV6N processed on December 4, 2024 in the amount of $1,148.99 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $115.42 on the 4th of each month. 
  
  Mr. *** called Affirms ************* Support line on December 8, 2024 and requested information regarding his loan balance. The Affirm ************* agent was unable to verify Mr. **** identity at the time, as the contact information that he provided did not match what was on his Affirm account. Mr. *** called again later that same day to inquire about this loan balance and how much interest he was being charged. 
  
  Please note that interest is the cost of borrowing money. When a customer takes out a loan, lenders may charge an interest rate for using their money to pay up front for the purchase. At Affirm, we use simple interest for our loans. This means interest is only calculated based on the original loan amount, called the principal. This is different from compound interest, which calculates interest based on both the principal and the interest already accrued, which can lead to a larger total amount owed. 
  
  For more information about interest at Affirm, Mr. *** can visit the Affirm *********** at ********************************************************************
  
  Affirm can additionally confirm that Mr. **** account now currently reflects the contact information that he provided in his BBB complaint. 
  
  On December 12, 2024, Affirm placed an outbound call to Mr. **** per his request, and provided him with his loan details including the $115.42 monthly payment amount. If Mr. *** has any questions about his loan balance or the loan terms, he can view the loan timeline by logging into the Affirm app and clicking on the loan. 
  
  Mr. *** called Affirm several times to ask about his loan balance and to make payments, including a payment of $1.42 on December 24, 2024; a payment of $114.00 on December 28, 2024; a payment of $115.42 on December 28, 2024; a payment of $1.42 on January 4, 2025; and a payment of $1.00 on January 4, 2025. 
  
  Each of these payments were made over the phone with an Affirm ************* agent. ********************** would like to sincerely apologize for any inconvenience or frustration these interactions may have caused. 
  
  In the event that Mr. *** has any further questions, we encourage him to reach out to Affirm via ****************************************************