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:09/08/2025

  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 disputed a purchase that was paid with Affirm but was never received. Despite showing abundant evidence that the merchant never shipped my order, Affirm keeps ruling in favor of the merchant. There is no way that they seriously considered my evidence. The evidence is very clear in my case. The merchant provided Affirm with a tracking number that was for a previous order and, even though I sent screenshots showing the old order number, date, and shipping confirmation (with the tracking number) -- for the order that was placed and shipped BEFORE I even placed the order with Affirm -- Affirm keeps siding with the merchant, saying that the order was shipped and I'm responsible for payment. There is no way that they actually looked at the evidence in my case. It's very clear to see that the order that was shipped is not the order that I am disputing with Affirm.

  

  Business Response

  Date: 09/18/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern with an ongoing dispute with the merchant Luxeheal.
  
  Affirm records indicate that Ms. ********* loan OKWD-N7KA processed on August 21, 2025 in the amount of $210.28 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly payments of $20.12 on the 21st of each month. 
  
  Ms. ******* opened a merchant dispute on August 28, 2025. She stated that her order was canceled and never shipped, and although the merchant had issued store credit via promo code *****, the code was invalid. She further submitted screenshots showing correspondence with ******** that confirmed her option to refuse delivery and receive store credit in the amount of $210.28. On August 28, 2025, she was advised that the merchant was acting within their stated policy and the dispute was closed in the merchants favor.
  
  On September 7, 2025, Ms. ******* called to report that she had not received her order and that her store credit had been deactivated. After reviewing the case, the Affirm ************* agent initiated a new dispute for loan OKWD-N7KA, explained the dispute process and timeline, and requested supporting documentation. 
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim.
  
  The new merchant dispute was opened on September 7, 2025, and was closed on September 8, 2025 in the merchants favor based on the merchant advising that the return was required before credit could be issued. That same day, on September 8, 2025, Ms. ******* called Affirm and provided evidence indicating that her Affirm order had been confused with a separate Afterpay transaction. The Affirm ************* agent acknowledged the discrepancy, confirmed the details, and escalated the case for further review.
  
  On September 12, 2025, Ms. ******* was notified that the dispute had again been closed in the merchants favor, as the merchant was acting within their policies. She disagreed, stating her Affirm order had been canceled and that the credit issued was not usable. She insisted that the tracking number provided was tied to an Afterpay order (#*****) and not her Affirm order (#*****). The Affirm ************* agent responded that tracking showed the order had not been returned, and per the merchants policy, store credit could only be granted once the return was completed.
  
  Tracking history for number ********************** confirms that the package was ultimately unclaimed and returned to the sender on September 15, 2025. However, review on September 17, 2025, confirmed that this tracking corresponded to her Afterpay order, not the Affirm order in dispute.
  
  Throughout the dispute process, the merchant consistently referenced its published return policy, which requires that orders over $150 include signature delivery and that store credit be issued only upon receipt of returned merchandise. The merchant reiterated their willingness to issue credit once return requirements were satisfied, while Ms. ******* maintained that her Affirm-financed order was canceled and never shipped, leaving her without usable store credit.
  
  Affirm has contacted the merchant directly on September 18, 2025, to gather further details on shipping and return of both tracking numbers provided. At this time Affirm will work with the merchant to gather more information on tracking ******************* (Affirm) and ********************** (Afterpay). Affirm will be in direct contact with Ms. ******* with any updates. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment.

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

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23858396
  
  I am rejecting this response because:
  

  In Affirm's response, they indicated that they are going to contact the merchant to "gather further details on shipping and return of both tracking numbers provided". However, there are not two different tracking numbers. There is only one tracking number --  ********************** -- the number that Affirm acknowledges is for the order paid with Afterpay.  The other number that Affirm referenced in their response, *******************, is the same number but with the last three digits cut off. Entering ******************* into the **** tracking website will show that is an invalid number. 

  The Affirm agent, Christian, typed ********************** in his response to me, indicating that that was the tracking number Affirm used to make their determination in my dispute. 

  Additionally, Affirm has repeatedly referenced the merchant's return and refund policy. Because my order was never shipped (as proven by the fact that the tracking number provided is for a different order), the merchant's return policy is irrelevant. And, even if the order being returned was the Affirm order, the merchant was the one who requested that I return that order, because she sent me the wrong order. The merchant's return policy would not apply to this return. That is a separate issue, because that return has nothing to do with the Affirm order, but I am attaching proof of the merchant asking me to return that order because of the merchant's error. 

  My Affirm order was canceled and I have not received a valid credit for that cancelation. I should not be responsible for payment, because I never received the merchandise. The merchant has consistently lied to Affirm and defrauded me, Affirm, and Afterpay out of money. And, while Affirm only finances the transactions, they do have a responsibility to protect consumers against fraudulent activities such as this. 

  Sincerely,
  
  Cranstony *******

  

  Business Response

  Date: 09/19/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed her complaint, which states her concern regarding
  
  Upon receipt of Ms. ********* complaint, Affirm escalated her concern to our resolutions team. After further investigation, Affirm has decided to rule in her favor. Ms. ******* will receive a refund back to her original payment method of $210.28 within 3 to 10 business days. Ms. ******* should have received a notification on September 19, 2025, regarding her refund. 
  
  Affirm apologizes for any frustration this experience has caused Ms. ******** Ms. ********* feedback matters, and were committed to doing better.
  
  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via *****************************************************

  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.
  
  Sincerely,
  
  Cranstony *******

• Initial Complaint

  Date:09/08/2025

  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 was pre authored for an affirm in store loan for $150 for Shopko Stores. My purchase was at ************** and I found out ************** doesnt take affirm only Shopko stores and there are none near me. So I used my debit card for the ************** purchase. A week later I received an email with the loan amount and the payment schedule for a loan at ************* . I NEVER used affirm at **************. I have contacted them at least 2 times to which they are saying I took out the loan. The pre authorized loan was an in store loan using my physical card. The loan document in my account says it was a virtual loan (completely different from an in store loan). On my chat with them today I gave them the loan number from my account to which they said that loan number was for a ******* loan (even though it shows clearly it is not for *******). I asked b/c I was going to go to ************** to share this with them but now I cant because according to them the loan number is for ******* and they said they CANT give me the correct loan number for the Shopko loan.Once all of this took place I knew I needed to go through all of my loans with them. I found that only ONE of my SIX refunds from ****** was applied to the order/account. The loan numbers that are notated on the credits are not my loan numbers (except 1). I will gather that information and create another dispute for those. This is more of a side note..Ive been using affirm for a year or 2. Never missed a payment or even been late for ANY of the payments. In July they increased the amount I could loan from.. until today. It went from $1800+ to $580. I know they can do that but it coincides with me challenging them so its another layer to this fraud they are doing with me. I have been on lengthy chats with them with zero resolution. I need help getting this resolved. Thank you for your time.

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed the complaint, which states his concern with having a loan with Shopko Stores that he did not authorize. 
  
  Affirm records indicate that Mr. ***** loan 2OPD-P7PE processed on August 29, 2025 with his Affirm Card in the amount of $60.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly payments of $11.07 on the 29th of each month. A partial refund of $1.66 was processed to the loan on September 5, 2025.
  
  On September 5, 2025, Mr. ***** contacted Affirm via our chat service to dispute a loan associated with Shopko Stores, stating that he never used the loan for purchases at that merchant and that the loan was still active. During this interaction, the Affirm ************* agent advised that the loan was reflected as being with *******. Mr. **** stated he never used ******* for this loan and that he had received a refund but believed it was in the incorrect amount, noting a refund of $1.66 under loan ID *********, when he was expecting $150.00. Mr. **** asked for his request to be escalated to a supervisor. 
  
  During the chat with the Affirm supervisor, Mr. **** provided evidence of a debit card purchase at Shopko for $47.00 on August 28, 2025, while also acknowledging that he had applied for a $150.00 loan through ******, not *************** He claimed that the disputed purchase for loan 2OPD-P7PE was unauthorized, and the Affirm supervisor escalated the matter for further review. On September 8, 2025, he again reached out via chat and stated that he had not made the actual purchase with ******, clarifying that he used his debit card at *************** not at Shopko Stores. The Affirm ************* agent reiterated that the disputed purchase reflected ******* as the merchant and explained that, due to account limitations, certain details could not be disclosed through chat.
  
  Following an investigation, Affirms Account Safety Team contacted Mr. **** by email on September 10, 2025. He was informed that the disputed transaction occurred on August 27, 2025, at ***********, and that a pay-over-time plan was selected, which converted into loan 2OPD-P7PE. Due to a technical error, the loan was incorrectly titled Shopko Stores. He was provided with a copy of his August 2025 statement, which reflected ******* as the correct merchant.
  
  Please note, Affirm reviewed further on September 12, 2025, and determined that he had two loans originally listed with Shopko Stores. Loan 421Z-Q5Z6 processed on August 26, 2025 with his Affirm Card in the amount of $150.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly payments of $15.07 on the 26th of each month. Loan ID ********* with Shopko in the amount of $150.00 had already been voided and refunded on August 27, 2025. If he logs into his Affirm account he will see he is no longer responsible for this loan.
  
  In summary, Mr. **** had two loans originally associated with Shopko Stores: loan ID ********* for $150.00, which was voided on August 27, 2025, and loan ID ********* for $60.00, which remains active but is a loan with *******. He has not been charged twice for Shopko Stores. 
  
  Affirm apologizes for any confusion or inconvenience this has caused. 

  If Mr. **** has any further questions or concerns, we encourage him to visit ****************************************************
  

  
  

  Customer Answer

  Date: 09/14/2025

  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:09/08/2025

  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 purchased from skinnyrx using affirm as payment method; I got the product, tried it for a few days and was severely sick; ended up in the hospital with complications from the medication; i personally contacted skinnyrx, they refunded half of the cost and I sent back my product; they said the remaining balance belongs to affirm for interest; I contacted affirm several times and has met with...nothing. I have disputed the charge, and it keeps bouncing back to me; now its gone up a hundred dollars and the payment isnt even due yet. NO ONE responds, whether its chat or via phone. I am never late on my payments but I am not going to pay for something that I have a refund for, sent back and went into the hospital for;

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she is due a refund from a return of a product to the merchant.
  
  Affirm records indicate that Ms. ******* SkinnyRx loan 9CR1-X38E was processed on August 13, 2025, in the amount of $3588.00. Ms. ****** agreed to make 24 monthly installment payments of $192.51 and the loan Annual Percentage Rate (APR) is 25.56%.
  
  On August 11, 2025, Ms. ****** initiated a chat inquiry with Affirm regarding a loan for a medication purchase. During this conversation, she asked whether it would be possible to cancel the loan after six months if she was not satisfied with the product.
  
  Subsequently, on August 27, 2025, Ms. ****** contacted Affirm again to report that she had experienced negative side effects from the product. She stated that she had reached an agreement with the merchant, SkinnyRx, to cancel her subscription and receive a refund. She also noted that, per her agreement with the merchant, she would pay $384.00, plus accrued interest, for one bottle of the product she had used. Ms. ******** primary concern is that her Affirm account balance does not accurately reflect this refund adjustment.
  
  On August 22, 2025, SkinnyRx refunded a partial amount of $2391.00. This adjustment was taken from the initial $3588.00 of the loan and left a loan payoff amount of $1315.61, of that amount $118.61 is interest. When your loan originated, you electronically accepted and signed a Truth in Lending Disclosure and Loan Agreement. I have attached that agreement for your convenience.
  
  Upon receipt of Ms. ******* complaint, Affirm escalated her concern to our resolutions team. After further investigation, Affirm has confirmed that Ms. ****** has a dispute currently open and under investigation. If you have additional evidence for your claim, please attach the evidence to your dispute. Once compiled, please upload your information by clicking the 'Submit Evidence' button prior to the due date listed within the message.
  
  Once a dispute has officially been opened, both customers and merchants 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 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 therefore all refunds and cancellations are subject to the policies of the merchant.
  
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23855917
  
  I am rejecting this response because:

   

  it was agreed that i only had to pay for the one bottle, the interest on said bottle does not ewual what is shown owed, its more. I am more than happy anf willing to pay for the BOTTLE and its interest, but not triple the amount. It doesnt even ewual. Everytime i try to speak to affirm, they do not help or respond. Ive done chat, ive done the phone calls, etc.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal. Affirm has reviewed Ms. ******* complaint, which states her concern regarding her agreement with the merchant to pay for the item used and contact with Affirm.
  
  As stated in the previous response, on August 11, 2025, Ms. ****** inquired via chat about canceling a loan for a medication purchase after six months if she was unsatisfied. The Affirm customer care agent explained that refunds and cancellations depend on the merchant's policies, and if the merchant cancels and returns funds, the loan will be removed.
  
  Ms. ****** contacted Affirm on August 27, 2025, to report that she had experienced negative side effects from the product. She stated that she had reached an agreement with the merchant, SkinnyRx, to cancel her subscription and receive a refund. She also noted that, per her agreement with the merchant, she would pay $384.00, plus accrued interest, for one bottle of the product she had used. The Affirm customer care agent advised Ms. ****** to contact the merchant regarding the refund, as refunds and cancellations are processed by the merchant and subject to their policies.
  
  On August 29, 2025, Ms. ****** called Affirm to report that she had canceled an order with the merchant but was only receiving a partial refund and was not receiving adequate assistance. The Affirm customer care agent informed Ms. ****** that a partial refund of $2391.00 had been applied to her loan and advised her to initiate a dispute. Ms. ****** stated she was unable to initiate a dispute herself, and the Affirm customer care agent assisted her in doing so.
  Ms. ****** also contacted Affirm via chat on September 8, 2025, but the agent received no response, and the chat ended due to inactivity.
  
  Loan 9CR1-X38E received a partial refund of $2391.00 that was applied on August 22, 2025. As a result of these adjustments, the remaining balance of the loan is $1315.61. 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. Ms. ****** can view her payment schedule by following the steps outlined here: ********************************************************************************.
  
  Two merchant disputes were initiated on August 29, 2025, and September 6, 2025, with reasons as "cancellation or return not processed" and "product unacceptable," respectively.
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. Affirm reviews the information provided by both Ms. ****** and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both Ms. ****** and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify Ms. ****** of the outcome via email within approximately 60 days. Please note: Affirm's ability to resolve the dispute is based on the merchant's policies and the documentation provided. Final outcomes may reflect the merchant's terms.
  
  Both disputes were resolved in favor of the merchant SkinnyRx as they were found to be operating within their policy. Ms. ****** was informed of this via secure messaging.
  
  On August 22, 2025, SkinnyRx refunded a partial amount of $2391.00 for the part of the order that wasn't delivered. However, the remaining amount is related to the delivered items, which are under a non-refundable policy according to their terms and conditions. Affirm kindly encourages Ms. ****** to continue working with the merchant SkinnyRx regarding her order.
  
  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.
  
  If Ms. ****** has adequate evidence, different from what she previously submitted to support her claim, she can initiate a new dispute for the loan following this link: ********************************************************************.
  
  Ms. ****** is still responsible for making all remaining payments on this loan unless a full refund is issued by the merchant. Loan payment details can be reviewed by logging into her Affirm account.
  
  ********************** would like to remind Ms. ****** that the installment due on September 13, 2025, is currently overdue. Affirm encourages all customers to make payments on or before their scheduled due date. While Ms. ****** won't incur any late fees, please be aware that late payments may impact her ability to take out future loans with Affirm. Affirm reports all payment plans and associated repayment activity to Experian (for loans originated on or after April 1, 2025) and ********** (for loans originated on or after May 1, 2025), and may report to other credit bureaus in the future. If Ms. ******** payment is 30 or more days overdue, it may be reported to credit bureaus as delinquent.
  
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23855917
  
  I am rejecting this response because: again, the merchant gave a refund, EXCEPT for a bottle. One singular bottle is NOT quoted for over 1000$. I am more than willing to pay the BOTTLE. They cannot even give reason as to why it's over 1000$. I WILL NOT be paying it. Again, for the quotes bottle I will. Affirm is very crooked!!! 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/08/2025

  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 had a loan where they issued me a check instead of an ACH refund. The check was not able to be processed for Affirms institution they refuse to issue me another check i have included where the check was attempted and then debited back out of my account. This has been going on now for three months and they refuse to give me my money. I know this is a small amount but think if they do it to me how many other people does this company do it too. I have countless emails and calls with no response. Its the principle the money is owed to me.

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed her complaint, which involves her concern regarding a refund by check they attempted to cash but failed to process as the check was reversed.
  
  Affirm records indicate that Ms. ******** received a refund in the amount of $44.00 towards her Affirm Card on May 23, 2025. As this refund was unable to be matched to any of Ms. ********* A check had to be issued on May 30, 2025 as Ms. ******** had no linked bank account to the ********************** card and it was unclear which payment plan to apply the refund. 
  
  For Affirm Card transactions, please note that If we are unable to match the refund to an existing payment plan, or if you do not have a linked bank account we can transfer the funds to, you may receive a refund check in the mail. It can take up to 30 days and sometimes less to receive your refund by check. More information about Affirm Card refund can be found by visiting: *************************************************************************************.
  
  Ms. ******** contacted Affirm on June 30, 2025 to report that her attempt to deposit a refund check was unsuccessful due to a payment reversal. The Affirm ************* Agent informed her that the case would escalate for the check to be reissued and she should expect to receive it within a 30 days period. 
  
  On August 1, 2025, Ms. ******** reached out expressing her disappointment with the timeline towards resolving her concerns. The Affirm ************* Supervisor informed her that the case will be escalated for further review. Between Ms. ******** consistently reached out to Affirm between August 21, 2025 and September 8, 2025 but was informed that Affirm records show that the check had been cashed but the issue will be escalated for the check to be reissued.
  
  Following the receipt of Ms. ********* complaint, her concerns were further escalated to the appropriate team and the refund received from the merchant was matched to the correct loan. A refund of $44.00 was made to the original payment instrument (Bank Account *1723) used on her loan ID ********* on September 12, 2025.
  
  Affirm apologizes to Ms. ******** for any inconvenience that this delay in a resolution may have caused and appreciates her patience throughout this process.
  
  In the event that Ms. ******** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  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:09/08/2025

  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 ordered an item from a website and signed up to pay over time with affirm. The website sent me the wrong item (wrong size) and would not allow me to return. I went back and forth with the vendor and then they said I could have a coupon to repurchase the correct size. I would still have to pay. I submitted proof that what I ordered online was NOT was what received. I disputed the charge with **************** and they stopped paying the vendor since the proof I provided supported the claims. Now, not only do I have a dispute on my credit history BUT Affirm will not allow me use their platform to purchase anything else.

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed her complaint, which states her concern regarding a denied refund for incorrect sizing from a merchant and its impact on her credit report.
  
  To further investigate Ms. ****** claim, she is encouraged to complete Affirms webform serving as an affidavit through the *********** and upload any supporting documents related to the reported unauthorized activity.
  
  Once submitted, Affirm will review the information and provide a resolution within 30 days. The form can be accessed here: ******************************************************************************.
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by Ms. ***** and the merchant to determine whether the merchant adhered to their stated policies and procedures. Ms. ***** 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.
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to us here as well at ****************************************************.

• Initial Complaint

  Date:09/08/2025

  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 was getting Hotel online, Affirm popped up stating payments available I processed card...I was billed, money deducted....And Hotel never received money in turn I paid Hotel out of pocket( paid twice for Hotel) Affirm received interest as well outrageous amount

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint regarding his loan for a *********** reservation.
  
  Affirm records show that Mr. ******* loan (ID: ********** for his *********** reservation was processed on February 17, 2025, for the amount of $291.20. The terms of the loan required a down payment of $72.80, which was submitted on February 16, 2025. The remaining balance was $218.40, to be paid in three bi-weekly installments of $72.80. Mr. ****** made all payments on time, and the loan was paid in full on April 1, 2025.
  
  Contrary to what was stated in the BBB complaint, Mr. ****** loan had a 0% APR, and he did not pay any interest. This is indicated on the first page of the Truth in Lending Disclosure, which Mr. ****** signed on February 16, 2025.
  
  On August 16, 2025, Mr. ****** contacted Affirm, stating that although he had used Affirm to pay for a hotel stay through ***********, the hotel informed him the room was not paid for upon his arrival. As a result, he paid for his stay directly. Affirm offered to initiate a merchant dispute on Mr. ****** behalf, and he agreed. Once a dispute has officially been opened, both customers and merchants 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 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 therefore all refunds and cancellations are subject to the policies of the merchant.
  
  On August 21, 2025, Affirm closed the dispute in favor of the merchant based on the evidence provided by ***********. *********** provided a reservation confirmation sent to Mr. ****** on February 16, 2025, showing confirmation number ********** for a one-night stay. The confirmation detailed the room cost of $229.00, Other Tax of $33.21, and a Resort Fee of $29.00, for a total of $291.21. The merchant's cancellation policy, as stated in the confirmation, was "This booking is non-refundable. Changing the dates of your stay isn't possible." The confirmation also showed that Mr. ****** had paid for the booking through Affirm on February 16, 2025. Mr. ****** did not provide any evidence to substantiate his claims.
  
  It is possible that the reservation was not fully processed by the hotel due to the tight time frame between the booking and Mr. ******* arrival. We encourage Mr. ****** to contact *********** and the hotel directly to seek an amicable resolution, as records from both Affirm and *********** show that the room was paid for on February 16, 2025. Should Mr. ****** obtain substantial evidence supporting his claims or receive confirmation that *********** has issued a refund, he can reopen the merchant dispute by following the instructions at ********************************************************************.
  
  If Mr. ****** has any further questions or concerns, we encourage him to visit ****************************************************.
  
  

• Initial Complaint

  Date:09/08/2025

  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 formally express my serious concerns regarding the unacceptably delayed processing of my refund request for Loan Number WHNK *********** MV6J, submitted on August 15, 2005. According to your stated policy, refunds are generally processed within the stated timeframe of 15 days. Yet it has now been over 30 days since the refund was sent from the merchant without resolution or satisfactory communication from your team. This delay is not only frustrating but has caused significant inconvenience. I have made multiple attempts to resolve this issue through your customer service channels, including chats and phone calls], yet the lack of effective communication and resolution is disheartening

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint, because she is requesting a refund.
  
  Affirm records indicate that ************** loan WHNK-SSSM processed on February 14, 2025 in the amount of $1,090.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $194.20 on the 14th of each month/other week. 
  
  Affirm records indicate that ************** loan XGIL-MV6J processed on April 16, 2025 in the amount of $897.00 with 0.00% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 3 monthly/bi-weekly payments of $299.00 on the 16th of each month/other week. 
  
  On August 21, 2025, a dispute was opened by Ms. ***** for loans WHNK-SSSM and  XGIL-MV6J and the investigation is still ongoing. Once the investigation is resolved, Ms. ***** will receive an email with any updates. 
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by both Ms. ***** and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both Ms. ***** and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify Ms. ***** 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 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 .

• Initial Complaint

  Date:09/08/2025

  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 am writing to notify you of a fraudulent account that has been opened in my name with Affirm **** I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: Affirm ****Opened Date: 8/1/2021 Account Number: 6ZV0****High Credit: $322.00 I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate confirmation of the accounts closure, along with any documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed her complaint, which involves her claims that an unauthorized account and loan were opened in her name and request that the negative credit reporting be removed.
  
  Affirm's records indicate that the virtual card loan 6ZV0-PPLD was processed on August 16, 2021, for a purchase with the merchant, Priceline, in the amount of $434.10. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $112.81. A refund of $40.01 was applied to the loan on August 31, 2025 reducing the loan balance to $31.18. No payments have been made towards the loan. The loan was charged off on March 17, 2022 and paid off on April 1, 2022.
  
  Affirm has not received any direct communication from Ms. **** regarding a fraudulent account or unauthorized loan created in her name.
  
  Following the receipt of the current complaint, Ms. ****** claim was further escalated for review on September 11, 2025. On the same day, a member of the Affirm Account Safety Team followed up with Ms. **** via email informing her that she is responsible for the loan in her name based on the available information. Ms. **** was further encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Affirm encourages Ms. **** to complete the webform within the Affirm's *********** and provide any supplemental documents to support her claims of the unauthorized account and loan. Once a completed webform is received, Affirm will conduct further investigation and notify her of the outcome within 30 days. To do so, please see the following link:
  ************************************************************************************;
  
  As outlined in our Terms of Service, Privacy Policy and your loan agreement Affirm is required under the Fair Credit Reporting Act (FCRA) to report accurate loan and repayment information to the consumer reporting agencies. We are only permitted to update or correct information if it is determined to be inaccurate, incomplete, or unverifiable. By accepting the terms of your loan agreement, you acknowledged and consented to these reporting practices. You may review current Terms of Service at **************************************
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ***** request to remove any negative credit reporting until the unauthorized account and loan is proven.
  
  In the event Ms. **** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:09/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shop pay allowed a order for a watch band through a seller Swiss or Bandist and the order was accepted and charged to my debit card on August 21, no shipment or acknowledgement from the company and ******** has not answered my complaint and has no customer support contact! Both the seller and Shop pay are a joke and are complicit in this FRAUD! I want a refund!

  

  Business Response

  Date: 09/10/2025

  Thank you for providing Affirm the opportunity to respond to Mr. ****** Better Business Bureau (BBB) complaint. Affirm has reviewed his dispute which states his concern regarding a purchase he was charged for but yet to be received.
  
  Based on the information provided, no active Shoppay account could be identified that corresponds to the details referenced in the current complaint. At this time, we ask that you provide more information related to your claim by emailing ***************************************************************** or by calling our ************* Team directly at ************ between the hours of 7 am and 10 pm CST seven days a week.
  
  Mr. ***** Can also contact Shoppay by following this link;
  ******************************************************;
  
  In the event that Mr. ***** has any further questions or concerns, we encourage him to reach out to **********************************************************.
  
  

• Initial Complaint

  Date:09/07/2025

  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 called yesterday 9.5.2025 and spoke with an individual on asking for a payment deferral on a payment with ***********. I confirmed with this individual that we were on the correct payment deferral plan. He said yes. He then had me say yes to a new contract on this *********** payment deferral. The payment was deferred on 9.6.2025. Today, 9.7.2025, my payment was no deferred. I called in to speak with a representative and they told me that since the payment was overdue they can't authorize a deferral. I told them that it was and they said it wasnt. The agent at affirm lied to me, got a great review from me because I thought he had resolved my issue and had me sign a legally binding verbal agreement under false pretences.

  

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint, because he applied for a deferral for two loans and one of the deferrals was applied to the wrong loan.
  
  Affirm records indicate that Mr. ********* *********** loan M9UE-420D processed on August 5, 2025 in the amount of $928.68 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $171.43 every other week. 
  
  Affirm records indicate that Mr. ********* Affirm Virtual Card loan JELP-49O1 processed on July 17, 2025 in the amount of $130.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly/bi-weekly payments of $11.75 every other week. The loan required a down payment amount of $13.00 that was submitted on July 17, 2025, leaving a residual loan amount of $117.00 to be repaid.
  
  Affirm records indicate that ****************************** loan 3OCP-ZM6W processed on June 13, 2025 in the amount of $854.27 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $73.10 every other week. The loan required a down payment amount of $458.26 that was submitted on June 13, 2025, leaving a residual loan amount of $396.01 to be repaid.
  
  On September 6, 2025, Mr. ******* called Affirm and requested to have the September payments for loan M9UE-420D and loan 3OCP-ZM6W deferred due to financial issues with his employer. 
  
  At that time the ************* agent submitted two applications for approval for the deferments. Both applications were approved; however, in error, the ************* agent submitted the application for loan JELP-49O1 instead of loan M9UE-420D. 
  
  Affirm apologizes for the ************* agent. Please know that the ********************** agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  ********************** would encourage Mr. ******* to apply for another deferral for loan M9UE-420D, Mr. ******* will need to follow the steps outlined on the *********** at Affirm *********** Search for answers and contact us 
  
  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: 09/15/2025

  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,
  
  ***** *******