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:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm. I do not have a contract with Affirm. They did not provide the original contract as requested.i demand it to be removed from my credit report

  

  Business Response

  Date: 06/21/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint which states that he has not been provided a copy of his contract with Affirm for Loan V1G5-7MDN
  
  Affirms records indicate that loan V1G5-7MDN was processed for $850.00 on September 3, 2024, for a purchase with LK. To finance this loan a downpayment of $85.00 was required and processed on August 30, 2024. The agreed upon repayment terms were 12 installments of $76.85 each at an Annual Percentage Rate (APR) of *****% with payment due on the 3rd of each month. No payments have been made towards this loan. The loan did not receive payments for 120 days and because of this was charged off to January on February 1, 2025. If Mr. ****** would like to make payments on this loan he can contact January at **************.
  
  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.
  
  Mr. ****** has not contacted Affirm directly requesting a copy of his contract. However, Affirm received credit reporting disputes from Experian initiated by Mr. ****** on February 11, 2025, April 23, 2025 and June 11, 2025. In each of those instances it was found that the loan was reporting accurately. 
  
  Mr. ****** can access his loan agreements online, by visiting ******************************************** and accessing his Affirm account. Once Mr. ****** is logged in, he can navigate to loan terms to access the signed document. For his convenience, Affirm has attached the Truth in Lending disclosure, as well as the loan verification document, associated with his loan. Together, these documents provide the validation that he has requested.
  
  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 Mr. ******** request to remove credit reporting for loan V1G5-7MDN.
  
  Affirm appreciates Mr. ******** patience as we responded to his complaint. In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23469145
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  I myself did not open this account. Ive had an identity theft & a freeze on my credit profile for the past year and a half I filed a *** report I need this removed off of my credit due to it being fraudulent.

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal, which involves his concern about an unauthorized loan.

  In Mr. ******* original complaint he did not mention that the loan might have been fraudulent. If he believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************

  In the event that Mr. ******* has any further questions, we encourage him to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:06/14/2025

  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.

  Affirm charge me interest on loans I dont mind paying the interest on the loan but when I added up what Ive paid and the remaining balance for instant the Priceline loan has an overage of $95.92. The ************ has an overage of $46.93. Ive called affirm and try to settle this, but-they justify things by trying to make what you say to them complicated or if you are the ignorant one and Im tired of people taking from me and trying to play me as being stupid she even added it up and saw the overages, but made of something else for the justify it. Its in plain sight that Im paying more thanwhat the loan was originally for.

  

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** concerns regarding the calculation of her loan payments and balances.

  Affirms records indicate that ********************** loan 5237-L5JO processed on February 3, 2025 in the amount of $639.44 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $54.60 on the 3rd of each month. A down payment of $95.92 was made on the loan on January 29, 2025. A refund of $36.19 was processed on the loan on February 1, 2025.

  Ms. ******** ******* loan UNGM-D7IT processed on March 31, 2025 in the amount of $313.82 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 18 monthly payments of $15.77 on the 30th of each month. A down payment of $96.82 was made on the loan on March 29, 2025.

  Affirm has attached to this response the Truth and Lending Agreement associated with these loans which bear Ms. ******** electronic signature on January 29, 2025 for loan 5237-L5JO and on March 30, 2025 for loan UNGM-D7IT. This document acts as the contract and outlines Ms. ******** responsibility to repay the debt. A review of the installment amount, finance charge and overall payment amount can be found on page one. Additionally attached are the Loan Verification documents which outline the status of each loan.

  Affirms records indicate that on June 14, 2025, Ms. ****** contacted Affirm to inquire about payments made on two of her loans, expressing that she felt she was paying more than she was originally told. Ms. ****** stated that she had added up what she had paid and the remaining balance and found overages. The agent who spoke with her on June 14, 2025, was unable to explain the situation correctly.

  Affirm's review of Ms. ******** loans and payment history confirms that the "overages" she is calculating, appear to stem from the inclusion of the initial down payment in her calculations. A down payment is a sum paid upfront at the time of purchase and does not count towards the financed amount of the loan itself. The financed amount is the principal balance that accrues interest and is repaid through the monthly installments. Therefore, when calculating the total cost of the loan, the down payment should be considered as a separate, initial payment made directly by the customer, not as part of the financed amount.

  Affirm sincerely apologizes for the confusion and frustration Ms. ****** experienced, particularly with the initial explanation provided by the ************* agent. Please note that ********************** will be educating this ************* agent so that they may better assist Affirm customers in the future.

  In the event that Ms. ****** has any further questions, we encourage her to reach out to Affirm via ********************************************************* CAR ResponseCAR Remediation/Corrective Action

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23469049
  
  I am rejecting this response because:
  
  Sincerely,
  
  Clementtine ******

  I did add in the down payment. The down payment is added in what I paid and if you add up what *** paid which includes the down payment and what I owe its still an overpayment 

   

  

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal, which involves the payments related to her loan. 
  
  As Affirm confirmed in the initial response to Ms. ******* complaint, the 'overages' she is mentioning are in fact the down payments made for each loan. Loan UNGM-D7IT had a down payment of $96.82, and loan 5237-L5JO had a down payment of $95.92. These down payment amounts are paid upfront and are not included in the financed principal amount of the loan. The Truth in Lending document attached in the original response for loan 5237-L5JO indicated a total payment of $655.17 for the financed amount. 
  
  Currently, based on interest savings from larger payments, Ms. ****** is projected to pay $608.60 on this loan. For loan UNGM-D7IT, the Truth in Lending document estimates a total payment of $283.90 for the financed amount, with a current projected payment of $281.90.
  
  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:06/13/2025

  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.

  On or about sometime in June or so,or it could have been the end of May as to when I selected to or from the company pop on veneers and use company pay by monthly on paying for the item.Lets start by saying this, Ive many accounts as I write my statement open currently with affirm and never had an issue with not receiving any other items since I started using affirm. So its baffling to me to say the least that the first time I contact them and tell them that I didnt receive this particular item, they basically say no I dont believe you your going to pay for this anyway. So it leads me to believe that whomever looked into my complaint with pop on veneers did a sloppy job when it relates to principle.Almost every day a package gets sent out but never delivered to the actual person or place that the package was intended for and in my case this is exactly what has happened, I checked with my neighbors my mailbox and no package

  

  Business Response

  Date: 06/28/2025

  Thank you for the opportunity to respond to Ms. *************** BBB complaint. Affirm has reviewed the complaint which states that ************* has not received the item that was ordered from pop on veneers using Affirm as the payment method.
  
  Affirms records indicate that loan C50J-8POW was processed for $723.98 on May 5, 2025, for a purchase with Pop On Veneers. To finance this purchase a downpayment of $113.27 was required and charged on May 3, 2025. After the downpayment the loan reflected an amount of $610.71. The agreed upon repayment terms were 12 installments of $61.35 each at an Annual Percentage Rate (APR) of *****% with payment due on the 5th of each month. No payments have been made towards this loan. As on June 28, 2025, the loan reflects an overdue balance of $61.35.
  
  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. All loans originated on or after April 1, 2025 will be reported to Experian.
  
  Ms. ************* created a merchant dispute on May 31, 2025 because she had not received her product. 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. 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.
  
  The dispute was resolved in favor of the merchant on June 13, 2025 as sufficient evidence was provided by the merchant to prove that the item was delivered. Ms. ************* was informed of the decision through a message over our secure messaging portal. Ms. ************* called Affirm on June 15, 2025 to dispute the resolution. She was offered the option of disputing the loan again. A new merchant dispute was created on June 15, 2025. However, once again the dispute was resolved on June 27, 2025 in favor of the merchant. This was because once again the merchant provided sufficient evidence to prove that the product was delivered.
  
  Affirm would like to request Ms. ************* to raise a claim with *** to investigate this further. The tracking information for Ms. *************** order is 1Z85V2550207987822. Ms. ************* can see here (*************************************************************************************************************************************************************************************) to file a claim with **** Affirm would like to at this point politely decline Ms. *************** request for the charge for the item to be removed from her account.
  
  ********************** appreciates Ms. *************** patience as we responded to her complaint. In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:06/13/2025

  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 for AFFIRM **** I do not have a contract with AFFIRM **** they did not provide me with original contract as I requested.

  

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which states his concern regarding his liability for a loan with Affirm.
  
  
  Affirm records indicate that *********************** loan V332-7UG1 processed on August 10, 2022 in the amount of $357.86 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $51.97 on the 10th of each month.
  
  The loan required a down payment amount of $71.58 that was submitted on August 7, 2022 leaving a residual loan amount of $286.28 to be repaid.
  
  Between September 23, 2022 and December 15, 2022 Mr. ********* made 4 payments totaling $207.88. The payment originally due on January 10, 2023 was never satisfied. As a result, the loan was charged off on May 11, 2023 and was being managed by Affirms third-party collection partner, TrueAccord. On July 14, 2023 a final payment of $72.77 was paid to **********. The loan was paid in full.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Any payments 30 days overdue 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.
  
  Mr. ********* initially called Affirm on July 13, 2023 to inquire about making a payment on his account. The ********************** agent then advised Mr. ********* that Affirm cannot process a payment at this time due to the loan being sent to a third-party collection agency, **********, for management. The agent advised Mr. ********* to contact Experian for any information on the reporting on his credit report.
  
  Mr. ********* called Affirm several times between November 7, 2023 and March 27, 2024 regarding the credit reporting for this loan. Affirm has a regulatory obligation to report accurate payment plan and repayment information (positive or negative) to the credit bureau and we can only change the reporting when an inaccuracy is identified.
  
  Mr. ********* advised that he was not liable for the loan in his name. At this time, we have escalated a case on Mr. ********** behalf to the Account Safety Team. We encourage Mr. ********* to complete Affirms webform which serves as an affidavit within Affirms *********** to provide supplemental documents to support the claim of unauthorized activity here:
  
  ************************************************************************************************************
  
  Once completed affidavit is received Affirm will conduct an investigation and notify Mr. ********* within 30 days. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr. ********** request to remove credit reporting for loan (V332-7UG1).
  
  
  In the event Mr. ********* has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23466522
  
  I am rejecting this response because:
  
  

  To: Affirm Inc.
  Subject: Dispute of Unauthorized Account and Late Payment Reporting
  
  
  Dear Affirm Credit Dispute Department,
  
  
  I am writing to formally dispute an account and late payment reported under my name that I did not authorize, open, or recognize. The account in question is being reported by Affirm and includes one or more late payments that are negatively impacting my credit report.
  
  
  I have no knowledge of this account, did not open it, and have not authorized anyone to open an account with ********************** on my behalf. It is highly likely that this account is the result of identity theft or fraudulent activity.
  
  
  I am requesting the immediate removal of this account and all related negative information from my credit report. Under the Fair Credit Reporting Act (FCRA), I am exercising my right to dispute and request validation of any debt being reported in my name that I did not authorize. I also submitted the unauthorized dispute form on your website since this was provided 
   case ID is ********.
  
  Attached is my:
  
  
  Government-issued photo ID
  Proof of address
  Statement of fraud/dispute (this letter)
  
  
  
  
  Please consider this an urgent matter and remove this inaccurate account and payment history from all consumer reporting agencies.
  
  
  If you require further documentation or information, please contact me directly.
  
  
  Sincerely,
  ***** Rodriguez 
  03/31/1991
  *********************************

  Social: 6721

  Phone: **********
  Email: ***********************
  
  

   

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

  

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond to Mr. ********** BBB rebuttal. Affirm has reviewed Mr. ********** complaint, which states his concern regarding an unauthorized loan and credit reporting concerns.
  
  On June 23, 2023, Mr. ********* contacted Affirm regarding his charged-off loan. The Affirm customer care agent directed him to third-party collections as the loan had been referred to Affirms third-party collection partners.
  
  On July 13, 2023, Mr. ********* contacted Affirm to inquire about making a payment on his account. The ********************** customer care agent informed Mr. ********* that the loan had been transferred to a third-party collection agency for management, and as such, Affirm was unable to process the payment directly.
  
  On July 26, 2023, Mr. ********* contacted Affirm and inquired if the charged-off status could be changed with the credit bureau and the Affirm customer care Agent informed him that charge off status could not be removed.
  
  On November 7, 2023, Mr. ********* contacted Affirm to request a statement regarding the charged-off loan. The Affirm customer care agent provided details on the charged-off loan and offered self-help instructions for retrieving the statement.
  
  On March 14, 2024, Mr. ********* contacted Affirm to request verification documents. Affirm subsequently sent the loan verification documents to Mr. ********* via email on March 14, 2025.
  
  Mr. ********* disputed the accuracy of credit reporting associated with loan V332-7UG1 via Experian on March 19, 2024, March 22, 2024, January 16, 2025, February 8, 2025 and June 14, 2025. After investigation, Affirm found the loans to be reporting accurately.
  
  On June 25, 2025, Mr. ********* contacted Affirm to request a Goodwill Adjustment on his loan, citing temporary financial hardship due to medical expenses. Affirm informed Mr. ********* that although the loan had been paid off, the charged-off status was irreversible.
  
  On June 26, 2025, Mr. ********* contacted Affirm to inquire about the company's policy regarding late payment and charge-off reporting to credit bureaus. The Affirm customer care agent informed Mr. ********* of Affirms policy, which encourages all customers to make payments on or before the scheduled due date. Affirm does not charge any late fees, but late payments may impact customers ability to take out future loans with Affirm. If payments are 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 a loan to Affirms third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  On June 18, 2025, Affirm reviewed Mr. *********** unauthorized dispute claim. Following an investigation, the Affirm Account Safety Team sent an email to Mr. ********* on June 27, 2025, advising him that he remains responsible for the loan and encouraging him to complete the webform Affidavit and provide further evidence to support his claim.
  
  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. Furthermore, this was disclosed in Affirms Terms of Use and Privacy Policy, as well as in his Loan Agreement, which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************;
  
  At this time, Affirm confirms that all credit reporting is accurate and respectfully declines Mr. ********** request to remove credit reporting for loan V332-7UG1.
  
  In the event Mr. ********* has any further questions or concerns, we encourage him to reach out to **********************************************************;

• Initial Complaint

  Date:06/13/2025

  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.

  My daughter and I submitted this information. They resolved her case but refused mine with no information on what to submit to reopen, despite both accounts using her account information and are being difficult. I am requesting a refund and these loans removed from from my credit information.I have submitted the documents that I have already sent to Experian, the consumer agency, and to Affirm via certified mail and via email.

  

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* concerns regarding unauthorized activity on her Affirm account. 

  *********************** records indicate that Ms. ********* ******** loan VP3W-7POW processed on June 23, 2024 in the amount of $47.83 with 0% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 4 bi-weekly payments of $11.96. A refund of $16.55 was processed on the loan on August 2, 2024. 

  Ms. ******** Sephora virtual card loan 3RZ1-IXCP processed on February 1, 2024 in the amount of $145.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $14.57 on the 1st of each month. A refund of $0.55 was processed on the loan on February 19, 2024. 

  Ms. ******** SP BEASTGRIP, ** virtual card loan ZOQR-P5HE processed on January 24, 2024 in the amount of $339.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $34.05 on the 24th of each month. A refund of $200.02 was processed on the loan on February 12, 2024. 

  Ms. ******** OMNILUX virtual card loan QXZI-7HKW processed on December 19, 2023 in the amount of $381.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $38.27 on the 19th of each month. A refund of $0.61 and was processed on the loan on January 8, 2024 and of $365.39 on January 11, 2024. 

  Ms. ******** LovelySkin virtual card loan 9RHK-**ZY processed on December 21, 2023 in the amount of $296.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $29.73 on the 21st of each month. A refund of $289.05 was processed on the loan on January 8, 2024. 

  Ms. ******** Amazon virtual card loan AYUT-W04J processed on November 29, 2023 in the amount of $375.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $37.67 on the 29th of each month. A refund of $108.51was processed on the loan on December 18, 2023, an additional refund of $26.00 was processed on January 8, 2024. 

  Ms. ******** other LovelySkin virtual card loan 418Z-JS72 processed on August 14, 2023 in the amount of $179.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $17.98 on the 14th of each month. A refund of $0.44 was processed on the loan on September 1, 2023. 

  Ms. ******** Miat virtual card loan HG19-5GAH processed on February 21, 2024 in the amount of $849.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $85.29 on the 21st of each month. A refund of $0.80 was processed on the loan on March 10, 2024. 

  Ms. ******** Expedia virtual card loan 06VV-2ONH processed on February 26, 2024 in the amount of $680.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $68.31 on the 26th of each month. 

  Ms. ******** ******** virtual card loan 415R-8X1Z processed on January 10, 2024 in the amount of $264.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $26.52 on the 10th of each month. A refund of $0.24 was processed on the loan on January 27, 2024. 

  Ms. ******** CURRENTBODY US virtual card loan EDG8-OJ58 processed on January 10, 2024 in the amount of $346.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $34.75 on the 10th of each month. A refund of $0.39 was processed on the loan on January 30, 2024. 

  Ms. ******** BEASTGRIP, ** virtual card loan Z3G5-QZBX processed on February 5, 2024 in the amount of $225.00 with *****% APR (Annual Percentage Rate). The agreed-upon repayment terms were for 12 monthly payments of $22.60 on the 5th of each month. A refund of $0.01 was processed on the loan on February 24, 2024.      

  Affirms records indicate that on January 6, 2025, an unauthorized activity claim was filed via a webform for Ms. ******** ** January 16, 2025, an Affirm ************* representative responded, instructing her to submit detailed information via a webform for further investigation.

  ** May 20, 2025, Ms. ******* contacted Affirm to dispute unauthorized virtual card charges, explaining that a family friend had fraudulently opened installment loans using her personal information. The agent confirmed that unauthorized activity had already been flagged on both accounts. ** May 25, 2025, Affirm responded, stating that the investigation found Ms. ******* responsible for multiple loans, advising her to submit a webform affidavit with supporting documents for further review. Until then, she remained responsible for payments, which might be reported to Experian.

  ** June 3 and June 4, 2025, Affirm acknowledged the suspected unauthorized activity claim, assured an investigation was underway, and paused credit furnishing on eligible loans. However, on June 4, 2025, Affirm also informed Ms. ******* that her response was received but the completed affidavit was missing or inaccessible, requesting her to resubmit it with all supporting documents to reopen the investigation.

  ** June 6, 2025, Affirm concluded a review of Ms. ********* fraud claim, finding her responsible for several loans and payments. The decision was communicated as final unless new supporting evidence was provided.

  ** June 13, 2025, Ms. ******* requested to speak with Affirm's fraud department regarding the denied claim. She was informed the Account Safety team is unavailable by phone and was offered a supervisor. During a supervisor call, Ms. ******* emphasized that both her accounts and her daughter's shared the same banking information, yet her daughter's fraud claim was approved under identical circumstances while hers was denied. She requested a detailed explanation and guidance on additional documentation. The supervisor committed to escalating her request for detailed instructions from the Account Safety team via email within 3 to 5 business days, followed by a 30-day review. ** the same day, Affirm conducted another review of Ms. ********* unauthorized activity claim, evaluating all submitted information, and again concluded that she remains responsible for the disputed loans. Ms. ******* continued to dispute this decision, emphasizing the discrepancy with her daughter's approved claim and reporting the issue to all credit bureaus as fraud.

  ** June 14, 2025, Affirm reviewed additional evidence submitted by Ms. ******* but maintained its previous decision. ** June 15, 2025, Ms. ******* submitted an identity theft claim, detailing fraudulent loans using her and her daughter's information. She attached an Intent to *** and Pre-Litigation Complaint, demanding a full explanation, documentation, refund, credit reporting correction, and written justification. Affirm acknowledged receipt of this claim on June 15, 2025, assuring it was under investigation and pausing credit furnishing on eligible loans. However, on June 16, 2025, Ms. ******* was again found responsible for the loans and emailed about this decision. She responded with her concerns to ************* and the legal team and sent a letter of "intent to sue." ** June 17, 2025, she was again informed the claim was denied. She reiterated alleged violations and requested evidence. A new review confirmed the same outcome, and Ms. ******* indicated she had sent documentation to Experian, BBB, CFPB, and FTC regarding Affirm's alleged violations.

  Additionally, on June 4, 2025, Ms. ******* submitted credit reporting disputes for multiple loans (HG19-5GAH, 415R-8X1Z, EDG8-OJ58, 06VV-2ONH, 418Z-JS72, Z3G5-QZBX), but the reporting was found to be accurate on all loans.
  Affirm has attached to this response the Truth and Lending Agreements associated with these loans which bear Ms. ******** electronic signatures on January 28, 2024 for loan 3RZ1-IXCP, on February 21, 2024 for loan 06VV-2ONH, on December 17, 2023 for loan *********, on January 6, 2024 for loan 415R-8X1Z, on August 11, 2023 for loan 418Z-JS72, on November 27, 2023 for loan AYUT-W04J, on January 7, 2024 for loan EDG8-OJ58, on February 18, 2024 for loan HG19-5GAH, on December 18, 2023 for loan ****-7HKW, on June 23, 2024 for loan VP3W-7POW, on February 3, 2024 for loan Z3G5-QZBX, on January 22, 2024 for loan ****-P5HE. This document acts as the contract and outlines Ms. ******** responsibility to repay the debt. A review of the installment amount, finance charge and overall payment amount can be found on page one. 

  ** June 23, 2025,, Ms. ******* filed credit reporting disputes on following loans: 418Z-JS72, EDG8-OJ58, HG19-5GAH, Z3G5-QZBX, 06VV-2ONH and 415R-8X1Z, this is being reviewed and she will receive an update after the investigation is finished.

  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.

  Affirm has reviewed Ms. ********* comments, including her comparison of her claim to her daughter's approved claim. Due to privacy and security protocols, Affirm is unable to discuss the details of investigations into other customer accounts. **********************'s determination regarding Ms. ********* claim is based solely on the specific evidence and account activity associated with Ms. ********* loans. Affirm remains committed to protecting all consumer information.

  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via *****************************************************

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23465513

  
  I reject this response:

  
  I appreciate the opportunity to respond. Affirm has failed to adequately resolve my identity theft complaint and is in violation of multiple federal consumer protection laws. I submitted a complete and timely identity theft packetincluding an FTC Identity Theft Report, government-issued ID, proof of address, and a signed affidavit.

  
  What is especially concerning is that Affirm approved my daughters fraud claim while denying mine, despite both claims involving the same identity thief, the same Affirm virtual card, and the same linked financial account. *********************** internal records should clearly reflect that my credit information and her financial account were used togethermeaning funds were withdrawn from her account, while the debt was attached to my name and credit profile. These claims are directly connected and must be treated consistently.

  
  Affirm claims it investigated my fraud dispute by referencing loan agreement documents. However, those documents are equally accessible to both victims and furnishers, and simply retrieving signed loan agreementswithout verifying IP addresses, access logs, or device historydoes not meet the legal standard of a reasonable investigation under the Fair Credit Reporting Act (FCRA). Notably, this is the same documentation available in my daughters case, which was approved. Therefore, Affirms claim of a thorough investigation is both inaccurate and misleading.

  
  Affirms inconsistent handling of these two claims involving identical facts, documents, and virtual card activity indicates a systemic failure to properly investigate and resolve identity theft disputes. Under federal law, if identity theft is confirmed in one part of a shared transaction, all related accounts must be treated accordingly.

  
  Affirm has failed to meet its legal obligations under the following statutes:
  Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681c2 & 1681g Failure to block fraudulent data within 4 business days and refusal to provide documentation and decision rationale;
  Equal Credit Opportunity Act (ECOA), 15 U.S.C. 1691(d) Failure to issue the required adverse action notice and explain the denial of credit-related services;
  Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. 1692e & 1692f Continuing to collect on known fraudulent accounts and misrepresenting the legal status of a debt.

  
  Additionally, as a result of Affirms refusal to act in accordance with law, I have suffered:
  Financial harm through continued collection attempts;
  Emotional distress caused by credit damage and the burden of disputing debts I did not incur;
  Reputational damage, as these fraudulent accounts remain visible to creditors and financial institutions.

  
  I am again requesting:
  Immediate removal of all fraudulent Affirm accounts from my credit report;
  A full refund of $3,309.62 for payments made on unauthorized loans;
  A written explanation for why my identity theft claim was denied while my daughters was approveddespite both stemming from the same criminal conduct and virtual card activity.

  
  I remain open to resolving this matter amicably. I am willing to resubmit documentation, though Affirm has already received everything required. I request a resolution within 10 business days. Continued failure to act in accordance with federal law may negatively impact Affirms consumer protection standing and BBB rating.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal, which involves her concern regarding unauthorized loans on her account.

  As ********************** confirmed in the initial response to Ms. ******** complaint, Affirm reviewed all the evidence provided in regards to the unauthorized claim and found that she was responsible for the loans and is responsible for making the payments due on them. In regards to Ms. ******** concern about her daughters claim, each claim is reviewed independently and due to security reasons we are not able to provide details on Affirms investigation. 

  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via ****************************************************.
  
  

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23465513
  
  I am rejecting this response because Affirm just resolved the fraud issue in my favor and now I want to know when the refund will happen.

  Please see the attachment.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on ************* using Affirm via ***** Pay on 3/18/25. It is important to note that when paying via Apple Pay, Affirm creates a unique card number *per device* that differs from the physical Affirm card number. I returned the order in full at a physical Nordstrom store on 4/28/25. It is now June and Affirm continues to debit my account for a return made almost two months ago. ********* has confirmed that the return and refund are processed on their end. I have contacted Affirm multiple times and they refuse to do anything because they say that they cannot see the refund processed in their system. Apparently Affirm has no way to tie the unique Apple Pay Affirm card numbers to a user's general account.

  

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding a refund that has not been applied to her loan, Z7CJ-HPV7.
  
  Affirms records indicate that Ms. ***** Nordstrom loan Z7CJ-HPV7 was processed on March 18, 2025 in the amount of $657.95 with 0.00% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 3 monthly payments of $219.32 on the 18th of each month.
  
  On June 12, 2025, Ms. **** contacted Affirm to inquire about a missing refund from the merchant. The Affirm ************* agent informed Ms. **** that Affirm has received no refund from the merchant. Ms. **** was advised to contact the merchant for further information on the refund. The agent requested Ms. **** to send the evidence of the refund to Affirm for further review. Ms. **** provided a refund confirmation from the merchant.
  
  On June 13, 2025, an Affirm ************* agent initiated a merchant dispute on Ms. ***** behalf. Ms. **** also provided additional evidence to support her claim.
  
  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. Payments will be paused while the dispute is in progress.
  
  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. Affirm simply manages the financing of the purchase; all cancellations, returns, and refunds are subject to the merchants policy.
  
  Affirm sincerely apologizes to Ms. **** for any frustration this process has caused. In the event that Ms. **** has any further questions, we encourage her to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:06/13/2025

  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 purchased two lamps on Amazon - I used Affirm. I put a down pyt of $62.01 - on June 5, 2025 and was charged twice within seconds. Two days later I returned the lamps and now theyre Saying they have already refunded me! They have only refunded me for my purchase down payt NOT the duplicate charge. No one there knows what theyre doing?! They still are confused but I am not - I want my refund immediately and not keep getting the runaround !

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint which states that she is frustrated due to a duplicate charge for an Amazon purchase and indicated only one of the payments was refunded after returning her order.
  
  Affirm records indicate that Ms. ********* contacted Affirm on June 5, 2025, via webform to report being charged twice for her ****** purchase, with two charges of $62.01 each. Upon review, our team confirmed that both loans were in a pending status. Ms. ********* was informed that, per Amazons standard procedure, loans in this status may take up to 115 days to void. 
  
  On June 9, 2025, Ms. ********* contacted us once more to inquire about the refund status. She was advised that both loans had been voided and that the refund would take 3-10 business days to process.
  
  On June 13, 2025, Ms. ********* followed up to inquire about the refund status, and her case was escalated to a higher team for further review. She was informed that the refunds were processed in the form of a reversal. As such, they do not appear as credits in her statement. Instead, the transaction will simply disappear, as if it never occurred. 
  
  The initial payment authorization of $62.01 was reversed on June 12, 2025. As stated above, Ms. ********* won't see a refund credit on her statement, shell just see the original authorization drop off her statement entirely after a few days. There will be no payment, and no refund. It'll appear as if the whole transaction never happened. Ms. *********** bank should be able to confirm this.
  
  As for the second transaction, the refund was processed in two separate transactions. The first refund processed on June 10, 2025 for $22.48 and the second refund processed on June 15, 2025 for $28.24.
  
  We hope that this provided some clarity to Ms. ********** however, we remain available if she has any other questions.
  
  Thank you.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23465100
  
  I am rejecting this response because:
  When I go to Affirm nothing ever corresponds to Amazon Purchase. I started working in a bank in 1995 and I have never seen such nonsense in the paperwork for that purchase. Why so many loan numbers - and partial credit here, partial credit there, what corresponds to what purchase. Its as if the administration staff doing all their jiggery/pokery with amounts that ME (the customer) is supposed to be fully understood. The account is a debit card, so when it debits the bank account- it takes out the money immediately. Credit card gets pre authorized and then a day or two later gets posted. Literally arguing about two different things. Money was taken out twice and only one was reversed. That is also what ********** is wondering too. I have filed a dispute with them because two transactions were deducted from my bank account. Only one was refunded. I still have NO idea what those odd amount refunds are even for? So you take ***** x 2 - then refund ***** and ***** and ***** MAKE IT MAKE SENSE?! 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to Ms. ********** BBB rebuttal about her continued concerns regarding her Amazon-related Affirm loans.
  
  We understand Ms. ********* is frustrated by what appears to be duplicate charges and confusion around how refunds were processed. Wed like to take the opportunity to clarify that Affirm does not initiate refunds, these are submitted directly by the merchant. Once received, Affirm applies them to the relevant loans.
  
  According to our records, Ms. ********* contacted Affirm regarding two charges of $62.01 for her Amazon orders. Both loans were in a pending status at the time. Per Amazons refund protocol, loans in this status may take up to 115 days to void. During the 115 days, ****** is given the time to either confirm or cancel the orders.
  
  On June 12, 2025, one of the $62.01 authorizations was reversed. Because this was a reversal of a pending authorization, it will not appear as a refund credit on her statement. Instead, the pending transaction will simply disappear, which her bank can confirm. 
  
  For the second $62.01 charge, two separate refunds were processed. 
  
  $22.48 on Jun 10, 2025
  $28.24 on Jun 15, 2025
  
  We hope this clarified that Ms. ********* was not charged twice, but rather experienced a standard combination of an authorization reversal and a merchant-initiated refund. If she still has concerns about how the amounts appear on her statement, we recommend she follow up with her bank as they can confirm the status of those transactions. 
  
  We thank Ms. ********* for her continued patience with us.
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23465100
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

   

  it makes entirely NO SENSE!! 
  

  I will be filing a complaint with **** and Consumer Affairs. The business practices dont match up with the facts. TWO LOANS??  There was NOT two loans, there was only one so not sure what the actual TRUTH is. Problem we have is that people who think they know how to navigate the English language are having a problem navigating CONTEXT!! 
  

  I did NOT agree to TWO LOANS, nor did my bank account show a POSITIVE balance for the DOUBLE PAYMENT (that supposedly DROPPED OFF) and finally how the heck does your math equation work. $62.01 - and then two odd amounts. 
  

  Stop with the hocus pocus explanations and enlighten me how they equal. 
  

  I want that entire transaction of the purchase of TWO LAMPS ONLY EXPLAINED IN DETAIL INCLUDING THE Two Loans and then the transactions that correspond to THAT LOAN. 
  

  Also, your loan details are a joke because the link on every single loan goes to the general Amazon page. I am tired of the ridiculous explanations that make no sense. 
  

  Regards,

  ******* *********

   

  PS - stop responding with nonsense and made up excuses. 

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting error messages whenever I try to process an application/complete a purchase with Affirm. They state that the issue is that my identity cannot be verified with the information provided. I spoke with Affirm twice over the past week and they confirmed my information was correct and advised that I check my Shop Pay/******* account to make sure everything was correct there, which I did as well. Still no luck, and despite having plenty of "purchasing power" available, I cannot use my account to process any purchases. I can't figure out what is going wrong and it seems that I've exhausted every option to fix it so far.

  

  Business Response

  Date: 06/27/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint which states that she is receiving identity decline errors when she is attempting to create an Affirm loan.
  
  Ms. ****** called Affirm on June 9, because she was receiving declines due to her identity not being verified by our systems. Her name was updated on her Affirm account. However, we are unable to make changes to her Shoppay account. Ms. ****** called Affirm once again on June 11, 2025 to let us know our system is still unable to verify her identity. It was on this call she was requested to ensure her Shoppay information accurately matches the information on her Affirm account. As of June 27, 2025, the information on her Shoppay account such as Name, phone number and billing address is inconsistent with her Affirm account. She can update her information by logging into her Shop app. Once this has been done she should be able to continue with her applications. If she still faces issues post the update we request her to get in touch with us directly so we can investigate further.
  
  Affirm appreciates Ms. ******** patience while we responded to her complaint. In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23464963
  
  I am rejecting this response because: Affirm's response states that my name, phone number, and billing address do not match my Shop Pay account as of 6/27. However, everything that I can see for both accounts has the exact same information, so I am not sure what they are referencing that does not match.
  
  Sincerely,
  
  ***** Osprey

  

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal, which involves her concern about her information on her account.
  
  As Affirm confirmed in the initial response to Ms. ******* complaint, Affirm reviewed the information on both accounts and the information on the Shop Pay account does not match her Affirm account, this is likely why Ms. ***** is having issues. She is encouraged to contact Shop Pay for review her account and update the information as needed.
  
  In the event that Ms. ****** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've never dealt with such an incompetent person on the phone. Consistently argued with me even with proof I sent. I was refunded by Great Wolf and attached is proof yet you still refuse to show this on my account. If this is not resolved within 7 days and my account refunded I will be reporting this to the *** for fraud, attorney general and filing a police report.

  

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint, which states her concern that she has not received the refund she is expecting towards her Affirm loan. 
  
  Affirm's records indicate that loan BDMR-FHHX was processed on April 9, 2025, for a purchase with the merchant, ****************, in the amount of $1,520.26. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $110.52 due on the 9th of each month. An adjustment in the amount of $90.19 was issued on April 9, 2025.
  
  
  On June 13, 2025, Ms. ***** reached out to Affirm and stated that she requested a refund from the **************** three days ago and her Affirm loan does not reflect this. 
  
  While on the phone with an Affirm supervisor, Ms. ***** sent a receipt as evidence of the refund. According to the receipt, a refund in the amount of $1,419.09 was processed on June 11, 2025.
  
  On June 17, 2025, Ms. ***** contacted via secure message to request that the dispute involving her loan be reopened as she had already provided the evidence of the refund issued by Great Wolf Lodge. At that time, an Affirm supervisor responded and advised Ms. ***** that she could file a dispute via the Affirm ************ A dispute was opened by Ms. ***** on the same day.
  
  Affirm apologizes that the agent did not file formal dispute for the loan on June 13, 2025 while the agent was on the phone with Ms. ************************ 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
  
  After the dispute has concluded, if the dispute is found in her favor, Ms. ***** will receive her expected refund. If the dispute is ruled in favor of the merchant, no refund will be issued and Ms. ***** will remain responsible for the balance of the loan.
  
  Affirm would like to apologize for any frustration caused during the verification process that was completed by the Affirm agent during Ms. ****** phone calls with the Affirm ************* team. Ms. ***** is encouraged to log into her Affirm account to verify her account information. Should any information need to be updated, she is encouraged to contact the ************* Team by calling ************ between the hours of 7 am and 10 pm CST seven days a week.
  
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to **************************************************** .

• Initial Complaint

  Date:06/12/2025

  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 am an elderly victim of identity theft through Affirm, Inc. I contacted Affirm, *** today 06/12/2025 to make a complaint about not following up on my case that was resolved in my favor on 04/17/2025, after Affirm, Inc.'s investigation was completed about the fraudulent loans. The Affirm fraudulent accounts were never removed from my Experian report, despite so many assurances from Affirm agents that it would happen in a few days. Some Affirm fraudulent accounts that I have no control over them continue to wreak havoc on my credit report, and are now going to charge-off and towards collection. This is unfair. I am an old man 67 years, victim of identity theft who suffered emotionally from the negligence of Affirm, *** instead solving my problems, Affirm agents are trying to trick me to login into the fraudulent accounts and asking me to provide my ID to update the information in the fraudulent accounts. This doesn't make any sense to me.

  

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint, which states his concern regarding unauthorized loans that were reported to the credit bureau in his name.
  
  Affirm records indicate that loans GNWX-N8AN, LZ65-P2V0, FDY5-Y8ZI, T1SG-CIRU, 5W9F-WVLX, RH5R-6YIU and I17W-JB1O were reported to Experian in his name.
  
  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 originated prior to April 1, 2025 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. For information on credit reporting for repayment plans originated on or after April 1, 2025, please visit Affirms *********** here: ***********************************************************************************************************************************
  
  Mr. ******* contacted Affirm between April 1, 2025 and June 12, 2025 to report that unauthorized loans were generated in his name and requested that he be absolved of any responsibility to repay the loans in addition to the removal of any negative credit reporting impact. On April 17, 2025 we confirmed that Affirm loans C2P2-DYJH, 8C55-HOZQ, P8ZY-B89Z, H43B-80NX, RCW1-MDLA, KDDG-6YX8, SGE3-R6KY, K71B-8EAB were unauthorized. Restrictions were placed on the account in order to prevent any further unauthorized activity. The loans P8ZY-B89Z, SGE3-R6KY and K71B-8EAB that were reported to Experian were removed from his credit report.
  
  Mr. ******* followed up with Affirm between April 23, 2025 and June 12, 2025 claiming that there were still unauthorized loans reflected on his credit report. During this time, agents attempted to assist him with re-securing his account by verifying his identity. Affirm apologizes that the agents handling his case did not address the Amazon loans included in the unauthorized claim. Please know that the Affirm agents in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  On June 13, 2025, Affirms Account Safety team conducted an additional review of Amazon loans GNWX-N8AN, LZ65-P2V0, FDY5-Y8ZI, T1SG-CIRU, 5W9F-WVLX, RH5R-6YIU and I17W-JB1O and confirmed that these loans were unauthorized. Affirm has taken the necessary steps to remove the loans from Mr. ******** credit report. If he would like to move forward with securing his account he can call us at ************ so that we can begin the verification process.
  
  Affirm apologizes for any inconvenience this may have caused.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23463185
  
  I am rejecting this response because:

  Since April 1st, 2025, I have informed Affirm multiple times that I never created an account with them. The Affirm account opened in my name is a fraud; the perpetrator who carried out the identity theft to open it has full access to it and was using it to take out loans. This was negatively impacting my Experian credit report daily, by dropping its scores to a low level. My financial reputation was damaged by this unlawful act. 
  

  My response to Affirm, stating, "If he wishes to proceed with securing his account, he can contact us at ************ so we can initiate the verification process," is: Why does Affirm want to secure a fraudulent account? I do not possess a valid account with ********************** to secure. Affirm must permanently shut down any fraudulent account created in my name without my consent or knowledge. I am an elderly victim of fraud and identity theft who has been reported to the BBB, the Florida Attorney General, and the FTC.

  Please resolve this issue as soon as possible.

  
  Thank you for your time and attention.
  
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 06/26/2025

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal, which states his request to close the Affirm account generated in his name.
  
  As Affirm confirmed in the initial response to Mr. ******** complaint, the disputed loans were confirmed to be unauthorized by our Account Safety team. He is no longer responsible for repayment and the loans were removed from his credit report. Affirm has taken the necessary steps to close the account per his request. Rest assured that the restrictions remain in place and the account is now closed. Affirm appreciates his patience while we worked to resolve this matter.
  
  Affirm is happy to address any questions or concerns he may have. He can contact Affirm at any time at ****************************************************.

  Customer Answer

  Date: 06/26/2025

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