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:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th, 2024 I used affirm to purchase a $50 Playstation Store Card from Affirm's Gift Card Mall. The agreed payment terms were four payments of $12.50. I paid the first $12.50, but have yet to receive the product from Affirm. They have sent nothing to via email and the playstation Store card was never generated. It states that cards may take up to 24 hours to generate. It has been daus now. I called Affirm on Saturday, September 7th and the customer service operator was no help. I need my money back as I have received nothing. I want to dispute this. I've not even received an order number, just a loan ID. They took my money and won't send the product.

  

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed the complaint, which states his concern about a gift card purchased through Affirm which he has not received.
  
  Affirm's records indicate that loan FR9B-SMFX was processed on September 5, 2024, for a purchase with the merchant, Affirm **** in the amount of $50.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $12.50 beginning on September 20, 2024. The loan required a down payment of $12.50 which was completed on September 5, 2024, leaving a residual loan amount of $37.50.
  
  Mr. ****** contacted Affirm on September 6, 2024 and reported that he did not receive the link to the gift card that he purchased from Affirm. An agent that he spoke with over the phone directed him to contact the merchant about the issue. Affirm apologizes that the agent misunderstood his request. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  Mr. ****** followed up with Affirm on September 7, 2024 and reiterated that he still had not received the gift card from Affirm. He requested to cancel and refund the order as a result. The agent he spoke with over the phone advised that it can take up to 24 hours to receive the link to the gift card, and that the order is non-refundable. Affirm apologizes that the agent did not acknowledge that it had been longer than 24 hours since the order was processed. This agent will also receive coaching to ensure that they are able to adequately support Affirm customers moving forward.
  
  Mr. ****** opened a dispute for the loan via self-service in his Affirm account on September 9, 2024 and explained that he did not receive the gift card link from Affirm. Mr. ****** called Affirm about the issue and Affirm advised him that he likely did not receive the link because the email containing the link sent on September 5, 2024 was blocked. Affirm re-sent the link for the gift card via secure message on this date and Mr. ****** confirmed that he received it successfully. He was encouraged to log in to his Affirm account to update his notification settings, as necessary. The dispute was closed in merchant favor as Mr. ****** confirmed receipt of the gift card. Please note, the loan is overdue as of September 20, 2024.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm approved me for a loan to use at home goods. They immediately took $100.00 out of my checking account. They never sent me a way to access this card. I have called there 10 times with the same run around. They say everytime " wait 24 hours and your link will send to your email. Every time I call they act like they have no clue how the company works. I just found out they will be charging 33 percent interest on the $350.00. This must be a scam. I want this resolved. This is infuriating. It should be against the law Every other loan company refunds the amount of it's not used. Affirm thinks it has a right to keep taking money out of my account. They need to resolve this ASAP. I'm going to do whatever it takes to get this money back. They are crooks.

  

  Business Response

  Date: 09/20/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the gift card that she purchased through Affirm.

  
  Affirm records indicate that Ms. ******** loan MF32-VKYI processed on September 3, 2024 in the amount of $350.00 with *****% APR. A down payment of $105.00 was submitted on September 1, 2024, leaving a residual balance of $245.00. The agreed-upon repayment terms were for 6 monthly payments of $45.22 on the 3rd of each month. This loan was used to purchase an eGift card with HomeGoods.

  
  On September 3, 2024, Ms. ******* called Affirms ************* Support line and indicated that she had not received a link to access her eGift card, despite Affirm already withdrawing the down payment from her bank account. The ********************** agent encouraged Ms. ******* to contact ********* directly. if she has not already, as Affirm is simply merchant of purchase.

  
  Affirm investigated Ms. ******** claims internally and she was sent a new link to access her eGift card on September 13, 2024 via Affirms secure messaging portal. Affirm asks that Ms. ******* please log into her Affirm account and confirm that she has received this new link and that she is able to activate the eGift card.

  
  For more information about eGift card purchasing with Affirm, please see the *********** at **********************************************************************************

  
  Finally, Ms. ******* agreed to pay the *****% Annual Percentage Rate (APR) when she accepted the Loan terms and electronically signed the Truth-in-Lending Agreement. Affirm has attached a copy of the agreement to this response for Ms. ******** review.

  
  In the event that Ms. ******* has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:09/06/2024

  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.

  I have used affirm over the last year, and recently paid off my last open loan on 8/10/24. A friend of mine that I work with purchased my children a couple of gifts at Christmas time, she didnt use affirm for that, she simply paid for it. She had the gifts sent directly to me, she gave my information in case they needed to contact me. Everything went smoothly. Very recently, on 8/19/24, I logged into affirm thinking that I would be able to make a new purchase. I noticed there was suddenly a loan in there for company *** never heard of. I was shocked, immediately I submitted a dispute through affirms help site. I also sent a message through the companys website, as well as shop pay because that apparently is how the company processes their online orders, and subsequently that is how the loan came through. The following day at work my friend approaches me and asks if I got an email or something weird about the cake supplies she just ordered. Immediately I know what she was referring to, but I never got an email from them. After discussing what happened, we came to realize that because she had given my address and phone number for the gifts sent to my kids, shop pay automatically opened her affirm loan in MY NAME! She does not have any of my personal information to make that possible even. Shop pay initiated the loan, Affirm approved it. My information was not on the order she made at that time, nor did I receive any email or anything else about it. In addition to that, her credit card was now in my account.I put in my disputes, she also did. On 8/22/24 received an email stating they found in my favor, and the loan was removed. The problem now was that they couldnt verify my identity. They said I needed to contact them to resolve this. I have now contacted them multiple times. Each time receiving the same scripted answers. Been promised resolution in 3-5 business days, and never have heard back, case has been closed several times now unresolved.

  

  Business Response

  Date: 09/21/2024

  Thank you for the opportunity to respond to Ms. *************** BBB complaint, which states she has been unable to take out new Affirm loans due to an identity verification issue.
  
  Affirm is sorry to hear that Ms. Van De Castle had some issues applying for a new loan. Affirm's records indicate that three applications were submitted on August 23, 2024, two on August 24, 2024, and one on August 29, 2024. All were declined due to Affirm's bank partner not being able to approve the request due to not being able to verify the information provided.
  
  Please note, Ms. Van De Castle was directly advised by Affirm on multiple occasions from August 25, 2024 through September 3, 2024 that Affirm was able to manually verify her identity and was welcome to reapply. It was stated that she was still subject to credit eligibility checks. Another follow up was sent on September 20, 2024 to inform Ms. ************* that Affirm's Account Safety Team has reviewed her account and taken action to ensure she no longer receives the verification denial when attempting to apply for a loan.
  
  Ms. Van De Castle was able to successfully submit two applications that same day and received approvals for both. Although Ms. Van De Castle did not accept the loans, this indicates her identity has been verified and is no longer encountering the verification issue.
  
  Affirm appreciates Ms. Van De Castle's patience with this matter. In the event Ms. ************* has any further questions or concerns, we encourage her to reach out to ****************************************************

  Customer Answer

  Date: 09/21/2024

  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,
  
  ******** Van De Castle

• Initial Complaint

  Date:09/06/2024

  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.

  On 7/9/24, I applied for a loan with Affirm in the amount of $789 for the purchase of two airline tickets with ***************. The loan was approved and I was required to make a deposit of half, $394.50, which I made with my *********** debit card ending in 6095. Immediately after completing the loan and booking the flight, I noticed the flight information was incorrect so I cancelled the flight immediately as instructed by the Affirm app - that all refunds and cancellations should be processed by the merchant. United cancelled my flight and provided proof. I waited for this loan to appear as canceled in my Affirm app but instead it showed Merchant processing for weeks. After calling Affirm, I was advised that I needed to wait until the transaction appeared as canceled on their end. On July 15th I filed a dispute with my bank, ***********, for unauthorized charges since I had paid affirm $394.50 but never completed the flight as it was canceled as requested. Capital conducted and investigation in which Affirm reported that this transaction was valid. As such *********** closed said investigation and recaptured the interim credit of $394.50 from my account. Since then, I have been getting no assistance from Affirm with refunding me the deposit paid. Its been almost two months and Affirm is still holding my $394.50. I am at a lost and dont know what to do. This feels fraudulent.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to M.. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the refund for her down payment. 
  
  
  Affirm records indicate that Ms. ***** applied for a Virtual Card loan with *************** on July 9, 2024. The loan required a down payment of $394.50, which Ms. ***** submitted at checkout. On July 15, 2024, Ms. ***** called Affirms ************* Support line and stated that she had immediately canceled the booking with the merchant but her Affirm account still showed the loan as pending. 
  
  
  Please note that customers are not responsible for the repayment of a loan until it has been processed by the merchant. If the funds are not captured within 90 days of the Virtual Card loan being created, the loan will be voided and removed from the customers account. 
  
  
  On August 15, 2024, Ms. ***** called Affirm again to request an update on her cancellation and the refund for her down payment. The Affirm ************* agent informed Ms. ***** that her loan had been canceled and removed from her account and that she would receive the refund for her down payment of $394.50 within 3-5 business days. 
  
  
  Ms. ***** called in again on August 22, 2024 as she still had not received the refund. The ************* agent explained to Ms. ***** that she had initiated a chargeback dispute on the down payment with her financial institution and that the funds were not currently with Affirm. 
  
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on Affirms records, these funds have not been returned to Affirm from Ms. ****** bank. 
  
  
  During the call on August 22, 2024, Ms. ***** confirmed that she had already received a follow up from her financial institution indicating that her chargeback dispute had been denied and that the funds had been returned to Affirm. Ms. ***** has called in for an update on her case on September 6, 2024; September 9, 2024; September 13, 2024; and September 17, 2024. 
  
  
  Please note that these disputes may take up to 60 days to be resolved. Per Affirms payment processor, ******, Ms. ***** initiated this chargeback on August 7, 2024 and the expected resolution date is September 29, 2024. 
  
  
  If Ms. ***** wins the chargeback, the funds will be returned to her directly by her financial institution. If Ms. ***** loses the chargeback, the funds will be returned to Affirm and then refunded back to her within 3-10 business days, as her loan was already successfully canceled on August 15, 2024. 
  
  
  Affirm would like to sincerely apologize for any inconvenience or frustration this delay may have caused. However, Affirm must adhere to the timeline provided by our payment processor. 
  
  
  In the event that Ms. ***** has any further questions, we encourage her to reach out to Affirm via *********************************************************;

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22251994
  
  I am rejecting this response because:
  Affirm response does not contain accuracy. I initiated a dispute/charge back with my financial institution. My financial institution provided me with a temporary credit for the amount of the dispute while they (financial institution) investigated. During this investigation, Affirm told my financial institution that the transaction was valid and thus my dispute was denied and my financial institution took back that temporary credit  at the conclusion of their investigation.  I have already provided a copy of the notification from my financial institution detailing the results of the investigation and their decision to recapture the temporary credit. Affirm NEVER provided my financial institution with any money. Affirm has retained my deposit since 7/9/2024 and refuses to release it to me or my financial institution. Had Affirm released the deposit to my financial institution, they would have never recaptured the temporary credit issued to me. Neither me nor ****************, nor *************** is in possession of my deposit. Affirm has ALWAYS retained those funds even though its clear that the money does not belong to affirm since the loan was immediately canceled. Affirms mishandling of this matter has REAFFIRMED my decision that once my money is rightfully returned to me, I no longer wish to do business with them ever again. And I will be sure to share my horrible experience with everyone that I know. A corporation that sees no issue with withholding money that is rightfully due to a consumer, is not a corporation that I want to do business with. $394.50 is A LOT OF MONEY. Imagine having to wait in 3 months for money that is rightfully yours but a national corporation decides they just wont release it and continue to give you the runaround, coupled with excuses after excuses. Shame on Affirm. They have documentation showing that my claim for a charge back was denied. This case has BEEN settled with my financial institution, so why is Affirm STILL delaying this.

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/25/2024

  Thank you for the opportunity to respond to Ms. ****** BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding the refund for her down payment.
  
  As Affirm confirmed in the initial response to Ms. ****** complaint, the chargeback dispute for the down payment of $394.50 on loan DL5T-3WHR may take up to 60 days to be resolved. Per Affirms payment processor, Ms. ***** initiated this chargeback on August 7, 2024 and the expected resolution date is September 29, 2024.
  
  The funds have not been returned to Affirm yet from *************** as our payment processor indicates that the chargeback is still pending investigation. If Ms. ***** wins the chargeback, the funds will be returned to her directly by her financial institution. If Ms. ***** loses the chargeback, the funds will be returned to Affirm and then refunded back to her within 3-10 business days, as her loan was already successfully canceled on August 15, 2024.
  
  Affirm must abide by the timelines of our payment processor. We will follow up with Ms. ***** directly to continue facilitating the resolution as necessary. Affirm apologizes for any frustration this may have caused.
  
  Affirm is happy to address any questions or concerns she may have. She can contact Affirm at any time at ****************************************************.

• Initial Complaint

  Date:09/06/2024

  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 ordered an interest free product with affirm and they are charging me $200 or more in charges without notifying me or responding to my emails. I also tried making a payment and it would not allow access saying its in dispute status then I received a message stating it was late.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the interest charge for her loan. 
  
  
  Affirm records indicate that Ms. ****** Meta loan U73K-CHYU processed on August 5, 2024 in the amount of $661.54 with 0.00% APR. The agreed-upon repayment terms were for 24 monthly payments of $27.56 on the 5th of each month. 
  
  
  Affirm can confirm that Ms. ****** loan includes a 0.00% Annual Percentage Rate (APR) and that Affirm does not charge any additional fees. On August 17, 2024, Ms. ***** initiated a dispute for this loan and stated that there was a discrepancy between her order total and the loan total. Ms. ***** provided a copy of her order invoice, however, this was not sufficient evidence to approve a refund of the $255.62 difference. 
  
  
  As a result, Ms. ****** dispute was resolved in favor of the merchant on September 6, 2024 and she received a follow up from Affirm on the same date outlining this decision. 
  
  
  Please note that Affirm is simply the financier of a purchase. Any total amount captured on the loan is subject to the merchant and the merchants policies. If Ms. ****** loan has a higher total than what she was originally told by the merchant, she will need to contact **** directly to confirm. 
  
  
  If Ms. ***** is able to confirm with Meta that the purchase amount should be lower, Affirm asks that she please send in documentation of this conversation to ***************************************************************** with a reference to her case ID ********. 
  
  
  Until then, Affirm is unable to issue Ms. ***** any refunds. In the event that Ms. ***** has any further questions, we encourage her to reach out to Affirm via ***************************************************************;

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22251550
  
  I am rejecting this response because: i showed proof of purchase price with a zero percent interest rate, so if they can not refund the additional charges, i would like to request a full refund for total price.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/24/2024

  Thank you for the opportunity to respond to Ms. ****** BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding the interest charge for her loan.
  
  As Affirm confirmed in the initial response to Ms. ****** complaint, her loan U73K-CHYU includes a 0.00% Annual Percentage Rate (APR) and Affirm does not charge any additional fees. Ms. ***** claimed that there was a discrepancy between the order total and the loan total. The dispute was resolved in the merchants favor on September 6, 2024 as she did not provide sufficient evidence to support a refund for the difference of $255.62.
  
  Ms. ***** remains responsible for repayment of the loan until either the merchant authorizes a refund or Affirm is able to confirm that a refund is due. She may wish to reach out to the merchant directly to confirm the order number, order total, loan amount and if any refunds are due. She is encouraged to send additional documentation to ********************************************************************************* to support her claim.
  
  Affirm is happy to address any questions or concerns she may have. She can contact Affirm at any time at **********************************************************.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22251550
  
  I am rejecting this response because: i've attached the two statements of the original charge with no finance interest rate and the charges meta/affirm has added to the price without approval. im requesting to either pay what i had originally consented to, or return the product for a fuil refund.  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/06/2024

  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.

  I used Affirm to pay for an order i made with a company called 8&9. When i received my items they were not to my liking so i reached out to the 8&9 several times and did not get any response. So i filed a dispute with Affirm Case ID Number:31081759 on 8/14. After some time 8&9 finally responded with a label to send my merchandise back. I sent 2 out of the 3 items back and messaged Affirm to keep them updated, stating I received my labels and been sent the items but have yet to be refunded. I reached out to Affirm again on 8/20 stating I received an email from 8&9 stating Ive been refunded should i close my case pr wait until the refund gets applied to my Affirm loan. On 8/27 I reached back out to 8&9 because I havent been refunded and the sent me evidence that they have refunded me ***** & *****. I then messaged Affirm and called and they were just holding my refund and stated it cant be applied because my claim/dispute is still in progress on this order. I stated yall can see that ive been refunded for this order so if you can close the claim/dispute and apply my refund so i can pay the remaining balance on the item i kept. They said they will contact the dispute department and get it closed and apply my refund. I didnt get a response so I messaged them on 8/29, 8/30, and called again on 9/1. That told me the same thing remind you just holding on to my refund. Today 9/6 my refund still wasnt applied so i called in and asked for a supervisor. ******* took the call and escalated it at 3:49pm EST again to the dispute department after i was told several times thats what they were doing. I advised ******* my loan states past due, which yall are holding on to my refund and not applying it so the loan can be closed. My credit is at risk because of this. Why are yall holding on to my refund and not applying it. I ask ******* since *** sent several messages and have called several times can he follow up and make sure this gets handled. He basically told me no.

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding the refunds for his Affirm Card purchase. 
  
  
  Affirm records indicate that Mr. ***** made two purchases with the merchant 89 ************ on July 28, 2024 for the amounts of $113.92 and $127.17, respectively. These purchases were then converted into loans 5D0E-LOYR and 5H8L-BL8A. 
  
  
  On August 2, 2024, a dispute was opened for loan 5D0E-LOYR with Affirms Payment Processor, Marqeta. Mr. ***** called in to Affirm on August 6, 2024 and stated that the dispute needed to be resolved as he had worked out a resolution with the merchant. The dispute for this loan was resolved on August 8, 2024 and a refund of $111.49 was applied toward the loan. 
  
  
  As for loan 5H8L-BL8A, a dispute was opened on August 8, 2024. Mr. ***** followed up with Affirm on August 14, 2024 and stated that he had received a return label from the merchant for the items that they wanted to return. Affirm requested additional documentation from Mr. ***** to submit to our Payment Processor as part of his dispute, which Mr. ***** provided on August 19, 2024. 
  
  
  On August 20, 2024, Mr. ***** followed up with Affirm and requested that the dispute be resolved as he had received confirmation from the merchant that the refunds had been issued. Affirm would like to sincerely apologize for the delay in resolution, as the dispute was not resolved until September 13, 2024. 
  
  
  The Affirm ************* agents that handled Mr. ****** requests have been educated in order to better serve our customers in the future. 
  
  
  ********************** followed up with Mr. ***** on September 13, 2024 and advised him that the dispute for loan 5H8L-BL8A was resolved in favor of the merchant and a partial refund of $102.58 had been issued. Affirm would like to again apologize for any inconvenience or frustration this delay may have caused. 
  
  
  In the event that Mr. ***** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

  Customer Answer

  Date: 09/19/2024

  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:09/06/2024

  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 bought merchandise through ***** using shop pay. I didnt receive part of my order so I refused to pay the last installment ($60 of a $240 order). I filed a dispute with Affirm (the platform Shop Pay uses) and they denied it after contacting *****. Shop Pay are threatening to send me to collections because I didnt pay for an item that I never even received.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the dispute for her purchase. 
  
  
  Affirm records indicate that Ms. ****** Poppi Swag loan 5GJ7-U9L7 processed on April 11, 2024 in the amount of $240.00 with 0.00% APR. The agreed-upon repayment terms were for 6 payments of $60.00 made biweekly. A down payment of $60.00 was submitted on April 11, 2024 at checkout, leaving a residual balance of $180.00 to be repaid. 
  
  
  An official dispute was opened on May 31, 2024 for Ms. ****** loan. When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows up to another 15 days to review all of the submitted documentation. 
  
  
  Ms. ***** submitted screenshots of her attempts to contact the merchant directly. However, Affirm resolved the dispute in favor of the merchant on June 20, 2024 as this was not enough evidence to substantiate her claim. Affirm typically requests that a customer submit a copy of their original order invoice; any tracking information that was provided; all communication attempts with the merchant; and expected delivery date. 
  
  
  If Ms. ***** has any of this documentation, Affirm asks that she please send it to *************************************** with a reference to her case ID ********. 
  
  
  Another dispute for Ms. ****** loan was opened on September 6, 2024. Ms. ***** can expect a resolution before or on October 6, 2024. Please note that Affirm is simply the financier of a purchase and therefore all refunds are subject to the policies of the merchant. 
  
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22251144
  
  I am rejecting this response because:
  I did not get my full order. What exactly do you want a picture of? The order I got only contained one of the sets not both. Therefore I would like you to accept my ongoing dispute. Thank you.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/25/2024

  Thank you for the opportunity to respond to Ms. ****** BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding the dispute for her purchase.
  
  As Affirm confirmed in the initial response to Ms. ****** complaint, her original dispute opened on May 31, 2024 for loan 5GJ7-U9L7 was resolved in favor of the merchant on June 20, 2024 as she did not provide enough evidence to substantiate her claim.
  
  Ms. ***** opened another dispute for the loan on September 6, 2024. Ms. ***** can expect a resolution before or on October 6, 2024. She is encouraged to send documentation to ********************************************************************************* including a copy of the original order invoice; any tracking information that was provided; all communication attempts with the merchant; and expected delivery date.
  
  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.
  
  Affirm is happy to address any questions or concerns she may have. She can contact Affirm at any time at **********************************************************.

• Initial Complaint

  Date:09/06/2024

  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.

  We took out a loan to buy stuff with these people. And then we ended up getting a loan to pay them off. We paid them off the end of June. They cashed the checks July 5th. They are still not crediting our account. And the saying that they haven't seen a check it's for mine and my husband's accounts

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which states her concern regarding a check payment. 
  
  
  On June 24, 2024, Ms. ********* reached out to Affirm via chat and asked for the address to send a check payment. The Affirm ************* agent provided Ms. ********* with the appropriate address to send her check and advised her that she would need to send in one check per loan that she wanted to pay. 
  
  
  Ms. ********* acknowledged this and indicated that she would send one check to pay off the entire account. 
  
  
  Per Section 9 Payment Methods of Ms. ********** Truth-in-Lending Agreement: If you elect to make a payment by check, you understand your check must be made payable solely to Affirm. When paying by check, you will send a separate check for each loan you intend to make a payment for and will include the Loan ID in the memo line of the check to indicate which loan it should be applied towards. You understand that if the payment you submit does not meet these requirements, it may not be processed, may be processed late, or may be processed as the Loan Agreement servicer deems appropriate. 
  
  
  On July 18, 2024, Ms. ********* reached out to Affirm as her check payment had been cashed but the payment was not reflecting on her account. Ms. ********* reached out to Affirm for an update on this matter on July 26, 2024; August 5, 2024; August 10, 2024; August 14, 2024; August 19, 2024; August 29, 2024; and September 6, 2024. 
  
  
  Affirm would like to sincerely apologize for the delay in response to Ms. ********** Affirm was able to apply her check payment in the amount of $396.20 toward her ******* loan VLH6-1FPQ as of September 19, 2024, per Affirms check payment policy outlined above. Ms. ********* will receive a check refund for the overpaid amount of $122.34 within the next 30 days. 
  
  
  Affirm cannot provide account specific information regarding the other account that Ms. ********* has referenced, as she is not the account holder. ********************** encourages the account holder to reach out directly for more information. 
  
  
  In the event that Ms. ********* has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22250604
  
  I am rejecting this response because these are copies of the checks that were sent to them that they cashed
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 09/25/2024

  Thank you for the opportunity to respond to Ms. ********** BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding a check payment.
  
  As Affirm confirmed in the initial response to Ms. ********** complaint, Affirm was able to apply her check payment in the amount of $396.20 toward her ******* loan VLH6-1FPQ as of September 19, 2024, per Affirms check payment policy. Ms. ********* will receive a check refund for the overpaid amount of $122.34 within the next 30 days.
  
  Affirm cannot provide account specific information regarding the other account that Ms. ********* has referenced, as she is not the account holder. ********************** encourages the account holder to reach out directly for more information.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/25/2024

  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:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm. I do not have a contract with Affirm. They did not provide me with original contract as requested and they are not authorized to collect debt in my state. Continuing to report this debt on my credit report is a violation of the fair debt Collection Practice Act (FDCPA) and my consumer rights.

  

  Business Response

  Date: 09/21/2024

  Thank you for the opportunity to respond to Ms. ********* BBB complaint, which states Affirm is continuously reporting a loan she claims is unauthorized.
  
  Affirm's records indicate that loan SDV2-UCDO with ************** was processed on September 11, 2023 for $4,326.75 with an APR of *****%. The agreed upon repayment terms were 36 monthly installments of $174.50, due on the 11th of each month. Affirm can confirm there were 10 payment attempts towards the loan from October 11, 2023 through January 24, 2024 before the loan was charged off on February 9, 2024 due to nonpayment.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customer's wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue the loan may be reported to ******** as delinquent. If a payment is more than 120 days overdue, Affirm reserves the right to refer the loan to a third-party collection partner. Once a loan has been charged off, the charge off status is irreversible.
  
  This loan was accurately charged off on February 9, ************************************************ ******* was also informed of the accurate credit reporting via the **** disputes she filed on June 10, 2024, June 17, 2024, and September 13, 2024. Affirm's responses were sent on June 12, 2024, June 21, 2024, and September 17, 2024, respectively.
  
  Upon origination of this loan, Ms. ******* electronically accepted/signed a Truth in Lending Agreement. This was also provided to her when she called in on February 29, 2024 when she called in asking why the loan was got charge off when she intended to make payments. For her convenience, Affirm has attached the Truth in Lending Agreement to this response.
  
  Affirm would like to assure Ms. ******* that Affirm complies with all requirements of the Fair Debt Collection Practices Act (FDCPA). When she accepted Affirms Terms of Use, Privacy Policy, and submitted her credit application, she consented to having her credit report pulled. Affirm understands Ms. ******* claims this loan is unauthorized and in an effort to assist her, Affirm has escalated a claim on her behalf. She can expect a response within 30 days. To aid the investigation, she is encouraged to provide documentation to support her claim here: ******************************************************************************
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ******* request to make any credit reporting corrections for loan SDV2-UCDO.
  
  In the event that Ms. ******* has any questions, she is encouraged to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/06/2024

  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.

  I am not liable for this debt with *********. I do no have a contract with Affirm LLC. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 09/21/2024

  Thank you for the opportunity to respond to Ms. *********** BBB complaint, which states she has an unauthorized Affirm loan and Affirm should not be holding her liable for the debt owed.
  
  Affirm's records indicate that loan WTHK-H9BJ with ******* was processed on December 19, 2018 for $836.99 with an APR of *****%. The agreed upon repayment terms were 12 monthly installments of $81.59, due on the 19th of each month. Payments were successfully made on January 25, 2019, May 4, 2019, and June 6, 2019 in the amount of $81.59, $82.00, and $28.00, respectively. Since the March 19, 2019 payment was not fully settled and no further payments were made towards the loan, it was charged off on July 18, 2019.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customer's wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue the loan may be reported to ******** as delinquent. If a payment is more than 120 days overdue, Affirm reserves the right to refer the loan to a third-party collection partner. Once a loan has been charged off, the charge off status is irreversible.
  
  To date, Affirm has not received any direct contact from Ms. ********** although she did file two FCRA disputes. The first was on December 15, 2023 where she claimed she paid off this loan in 2018. The second was filed on September 6, 2024 where she then claimed she had no contract with Affirm. Affirm confirmed reporting was accurate and responded to both disputes on December 18, 2023 and September 11, 2024, respectively.
  
  Upon origination of this loan, Ms. ********* electronically accepted/signed a Truth in Lending Agreement. Affirm was unable to locate any instance where she requested a copy of her Truth in Lending Agreement which is accessible at anytime via her Affirm account. For her convenience, Affirm has attached the Truth in Lending Agreement to this response. In addition, Affirm has moved forward with escalating an unauthorized claim on her behalf. She can expect a response within 30 days. Until Affirm has confirmed the loan was indeed unauthorized, Ms. ********* remains responsible for repayment of the loan. To aid the investigation, she is encouraged to provide documentation to support her claim here: ******************************************************************************
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. *********** request to remove credit reporting for loan WTHK-H9BJ.
  
  In the event that Ms. ********* has any questions, she is encouraged to contact Affirm directly via ****************************************************.