Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple purchases with Affirm all fully paid off. I currently have two ongoing loans that have been consistently paid off, no late payments, etc. When I recently tried to make a new purchase, Affirm had me verify my information with photo ID. When I submitted it, it was rejected because my identity could not be verified. Turns out the account I have been consistently using for months has been under ANOTHER persons name and information. When I contacted their customer service line, I was told that I can make a new account under my own information and they can remove the old account associated with my phone number. They could not access that account because I could not provide them with the other persons information, like their birthday, etc (on the account settings, it only showed me their full name). This solution would have been great if I didnt have current loans on that account. When I repeatedly asked what I could do about the previous loans, they failed to provide me with a reasonable solution. The only solution they told me they could give me was to, in their words, let the loans go. When I asked them how that was reasonable when it would 100% tank my credit, they told me that the phone call was recorded so if I had to dispute anything in the future, I could use it as evidence. So essentially, this company was telling me that they had NO solution to fix my privacy issue (my SSN, credit card information, address) was all attached to this account. Then told me that I should let it go and tank my credit score, then dispute it later? Why should I have to ruin my credit score then have to go through a whole dispute process to correct it?Makes no sense.Attached photos with highlighted name that is not mine. Shows MY credit card being used to make payments, all payments on that account were made by me. Shows current loans that have not been paid off, that I was told to let go.

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to Ms. *** BBB complaint. Affirm has reviewed Ms. *** complaint, which involves her concern that her Affirm account needs to be updated properly.

  
  Affirm records indicate that Ms. *** ******* loan 63PP-VTV0 was processed on June 19, 2025, in the amount of $223.98. Ms. ** agreed to make 4 bi-weekly payments of $56.00 and the loan Annual Percentage Rate (APR) is 0.00%.
  Ms. *** Amazon loan TUW1-2JZZ was processed on May 20, 2025, in the amount of $150.51. Ms. ** agreed to make 4 bi-weekly payments of $37.63 and the loan Annual Percentage Rate (APR) is 0.00%.

  
  On July 11, 2025, Ms. ** contacted Affirm explaining that when she tried to access her Affirm account she was given a notification that she was to verify her identity to complete an application for a loan. During the verification process it came to Ms. *** attention is that her current phone number is also connected to another Affirm customer's account. The agent advised Ms. ** to create a new Affirm account which would release the phone number from her current account.
  **********************'s investigation has concluded with the removal of the two loans from Ms. **'s account, thereby absolving her of all responsibility for them. Furthermore, our internal teams have successfully disassociated Ms. **'s phone number, address, and payment information from the incorrect Affirm account to which they were erroneously linked. Ms. ** is now at liberty to establish a new Affirm account at her convenience. We sincerely apologize for any inconvenience this matter may have caused Ms. **.
   In the event Ms. ** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  
  

  Customer Answer

  Date: 07/21/2025

  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,
  
  Kaylee **

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged Affirm to stagger my payments to ****************** for $4450 on April 22, 2025. May 15, 2025 I was required to pay $1335 out of pocket because Affirm had yet to provide the payment. Next payment was due June 17, 2025 and Affirm drafted $1450 from my checking acount.I opened a dispute with Affirm indicating the vendor did not receive a payment. Affirm closed the dispute, indicating I had opened the wrong type of dispute. The *** agent opened another dispute.. with all of the same documents / issues. It's now July 11, 2025 and Affirm just sent an email that the dispute was closed and I still owed $4450.1) ******************************* hasa not received any payment from Affirm 2) I had to pay $1335 out of pocket - so the balance is wrong even if they had they right vendor. Affirm is paying Merchant LawPay.**Desired outcome - Affirm cancel the "loan" and I will pay the ****************** the final amount owed, Affirm must refund the $1450 withdrawla they took from me.

  

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which involves her concern that the correct vendor is not being paid from Affirm.
  
  Affirm records indicate that Ms. ****** Pay Later loan N3NT-T06M was processed on May 15, 2025, in the amount of $4450.00. Ms. ***** agreed to make 3 monthly installment payments of $1483.33 and the loan Annual Percentage Rate (APR) is 0.00%.
  
  On June 24, 2025, Ms. ***** emailed Affirm to dispute a billing payment, stating the incorrect vendor was paid. She asserted that ****************** was the intended recipient, but Affirm's loan details showed payment to "Pay Later." As a result, Ms. ***** reported paying ****************** $1,300.00 out of pocket because they never received funds from Affirm.
  
  The following day, June 25, 2025, Ms. ***** again contacted Affirm after the initial dispute was ruled in the merchant's favor. An Affirm customer care agent informed her that the incorrect dispute type had been opened. The agent then initiated a new merchant dispute on Ms. ******* behalf.
  
  However, on July 11, 2025, Ms. ***** reached out to Affirm once more, as this new dispute was also decided in the merchant's favor. The agent explained the ruling was due to a lack of uploaded evidence. Ms. ***** countered that she had already provided all necessary evidence during the first dispute.
  
  At this time, the merchant dispute is currently under review.Affirm will assess all submitted materials and notify you of the outcome via email. When a dispute is initiated, Affirm's role is to serve as an intermediary.
  
  We review the information provided by both you and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both you and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify you of the outcome via email.
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23586695
  
  I am rejecting this response because: there is no resolution. Each time I created a dispute was with an Affirm employee on the phone creating the dispute. Affirm sent one email requesting documentation, and then seconds late another email stating dispute was closed. I do keep calling Affirm and trying to get this resolved. They have the verification of the company I am to pay, the verification I paid them out of pocket and still has me owing $4450. It has been an ongoing issue since June 11, 2025.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/24/2025

  Thank you for the opportunity to respond to Ms. ****** BBB rebuttal. Affirm has reviewed Ms. ****** rebuttal, which states her concern regarding the resolution of the merchant dispute and verification of the correct vendor.
  
  Affirm has investigated Ms. ****** claim and can confirm that the funds for loan N3NT-T06M were correctly disbursed to LawPay to cover her payment to ******************. ****************** uses LawPay, a specialized payment processor for the legal industry, to handle its payment-related transactions. Please note that ****** is the merchant associated with Ms. ****** loan. Therefore, the merchant name associated with the loan in Affirm's system is "LawPay," not ****************** directly.
  
  Affirm completed an additional investigation and the dispute was resolved in Ms. ****** favor on July 24, 2025.
  
  At this time, Affirm confirms that loan N3NT-T06M has been fully refunded and Ms. ***** is no longer responsible for the loan or repayment.
  
  Affirm thanks Ms. ***** for her patience throughout this process. In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/11/2025

  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 have an affirm money account and I received an email stating my account was frozen. It doesnt state a reason, I do not even use the account for real Its not even any transactions except one. The email told me to call to get my account unfrozen or if it was done by mistake and it also stated to fill out a form. The link to the form is just their FAQ and it does not have an option to fill anything out and when you ask for more help it just tells you to call or live chat. I call and the First **** tells me I need to be transferred, nobody answers she claims and I need to wait for a call back, nobody ever called back. I call again, this time a man answers and doesnt transfer me he just says I need to wait a few days for them to review, doesnt say the issue as to why its frozen doesnt transfer me just no help he basically just read a help form in which had nothing to do with my issue and I could have read myself. I then call again and this time I get transferred to somebody and she is speaking as if she cant explain or help. She claims I need to wait 30 days for them to review my issue, and doesnt explain why its frozen, refuses to transfer me to anyone else, shes not even explaining why you have to wait 30 days and somebody else was just saying a few days like I havent did anything to the account, I cant even get help, there is no form to fill out I havent done anything other than try to just get it unfrozen and that should not take so long or be an issue to get through to somebody or fix the issue banks even tell you at least what the issue is.

  

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to Mr. ***** BBB complaint which states his concerns regarding his Affirm Money account being frozen.
  

  On July 10, 2025, Mr. **** contacted Affirm to report that his Affirm Money Account had been frozen. The Affirm customer care agent advised him to call back due to an inability to escalate the case at that time. Mr. **** contacted Affirm on the same day and was informed by the Affirm customer care agent that his account was suspended and under review, and a follow-up communication would be sent upon completion.
  
  On July 11, 2025, Mr. **** contacted Affirm. The customer care agent assisted Mr. **** and provided a timeframe for escalation. Unfortunately, the call disconnected before further assistance could be rendered.
  
  On July 16, 2025 Mr. **** was notified via email that his account was frozen for safety reasons, For his account's safety and security, we are unable to share specifics on what factors may have triggered the freeze. At this time, Mr. **** Affirm money account is ineligible for recovery.
  
  In the event that you have any further questions, we encourage you to reach out to Affirm via ************************************************************.

  
  

• Initial Complaint

  Date:07/11/2025

  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.

  A loan was cancelled and not used through them. They will not return my down payment due to some arbitrary wait time.

  

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ****** s complaint, which involves his concerns regarding a canceled order and a delayed refund for the down payment.
  
  Affirm records indicate that ************************** Sports + Outdoors loan 6FG6-ESW6 processed on June 27, 2025 in the amount of $673 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly payments of $40.56. The loan required a down payment amount of $269.20 that was submitted on June 27, 2025.
  
  On July 9, 2025, Mr. ****** contacted Affirm via chat to inquire about a refund for a canceled charge. Mr. ****** stated that the sale was not fully completed due to the transaction not being allowed. The Affirm ************* agent advised that the loan was still under merchant processing and could not be canceled manually, and that the transaction would be automatically canceled by the merchant processing cutoff date of July 18, 2025, if not completed.
  
  Later the same day, Mr. ****** called Affirm and expressed concern regarding the refund for the down payment, stating he had received confirmation from the merchant that the order had been canceled. The Affirm agent confirmed that a refund was in process advised Mr. ****** to allow 1 to 2 business days for the system to update and once updated to allow 3 to 5 business days for the payment to be refunded.
  
  Also on July 9, 2025, Mr. ****** initiated multiple chats with Affirm regarding the canceled loan. In one instance, Mr. ****** referenced an email confirmation that the order had been canceled on June 27, 2025, and uploaded a screenshot of the loan. However, the chat ended due to inactivity.
  
  Mr. ****** reconnected with another Affirm ************* agent via chat to again request a refund of $269.20 for the down payment associated with the canceled order. Mr. ****** explained that the delay in the refund was causing financial hardship. The Affirm ************* agent reiterated that the loan could not be manually canceled while still in merchant processing status. Mr. ****** then asked for a phone number to speak with someone directly.
  
  On July 11, 2025, Mr. ****** called Affirm again regarding the refund and wanted to know when the loan would clear his account. The ************* agent explained the loan was still in pending merchant processing status. Mr. ****** requested to speak with a supervisor.
  
  Mr. ****** spoke with a supervisor the same day and stated his concerns about the refund. The Affirm supervisor explained that while the merchant had canceled the order, Affirm requires a 21 day merchant processing period before a loan can be voided, which in Mr. ******** case, this would conclude on July 18, 2025.
  
  On July 18, 2025, Mr. ****** reached out to Affirm via chat to follow up on the status of the loan and refund. The ************* agent advised him to wait until the end of the day for the loan to be automatically voided.
  
  As of July 19, 2025, a refund in the amount of $269.20 was issued to Mr. ******* which also included the cancellation of the loan 6FG6-ESW6 with Academy Sports + Outdoors.
  
  In the event Mr. ****** has any further questions or concerns, we encourage him to reach out to us here as well at ****************************************************.

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Affirm **** for violating my rights under the Fair Credit Reporting Act (****) by reporting inaccurate, incomplete, and misleading information on my credit file.The account in question (Account #WIWCXXXX) is a closed, charged-off account that ********************** continues to report as a monthly *************** every single month from 2023 through 2025. This is false and misleading because charge-offs are not an ongoing delinquency.Additionally, the reported balance ($1,202) exceeds the original amount borrowed ($1,074) without providing any legal justification or documentation, which is potentially in violation of both the **** (15 U.S.C. 1681s-2) and the Fair Debt Collection Practices Act (15 U.S.C. 1692f(1)).I have disputed this information with the credit bureaus and demand that Affirm either:Fully validate this debt with proper documentation, or Immediately delete the inaccurate reporting from all credit reporting agencies.I request the **** to hold Affirm **** accountable and ensure full compliance with federal consumer protection laws.

  

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond to Fabrice ********* BBB complaint. Affirm has reviewed their complaint, which involves Fabrice ********* concern that there credit reporting info is not being reported accurately.
  Affirm records indicate that ******* ******** DJI Store loan WIWC-N7JB was processed on June 13, 2022 in the amount of $1074.35. ******* ******** agreed to make 18 monthly installment payments of $74.28 and the loan Annual Percentage Rate (APR) is 28.93%. 
  Between June 10, 2025, and July *******, you contacted Experian directly several times to dispute the accuracy of the credit reporting associated with loan DJI Store WIWC-N7JB. Affirm investigated the credit reporting as a result and found the loan to be reporting accurately.
  Affirm has received no direct contact from ******* ******** in regards to their concern. Attached you'll find the Truth in Lending Disclosure and Loan Agreement, bearing your electronic signature, and the Loan Verification document. These collectively serve as the validation of your debt.
  In the event ******* ******** has any further questions or concerns, we encourage them to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:07/11/2025

  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.

  COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

  

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which involves the concern of inaccurate credit reporting from a charged off account.
  
  Affirm records indicate that ************************* Scooters loan MOL1-7VR1 processed on May 28, 2024, in the amount of $4,343.92 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly payments of $427.95 due on the 28th of each month.
  
  On July 4, 2024, Mr. ******** contacted Affirm to report an issue with a product he had purchased from RoadRunner Scooter. Mr. ******** stated that he had never received the product and had previously contacted the merchant to cancel the order. The Affirm customer care agent advised to provide confirmation of the cancellation from the merchant, in which this document would have been necessary for Affirm to proceed with review of the issue.
  
  To further investigate his claim, Mr. ******** is encouraged to complete Affirms webform serving as an affidavit through the *********** and upload any supporting documents related to the reported unauthorized activity.
  
  Once submitted, Affirm will review the information and provide a resolution within 30 days. The form can be accessed here: ******************************************************************************.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out to us her

• Initial Complaint

  Date:07/11/2025

  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.

  COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

  

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which involves his concern that a loan is not being accurately reported with credit bureaus.
  Affirm records indicate that Mr. ********* Kayak loan TKHX-I1WW was processed on July 03, 2023, in the amount of $468.00. Mr. ******** agreed to make 3 monthly installment payments of $124.09 and the loan Annual Percentage Rate (APR) is 35.98%.

  
  On July 22, 2025 An Affirm customer care agent escalated Mr. ********* BBB complaint to an internal team to further investigate his claims. 

  
  In order to provide additional insight regarding his claim, Mr. ******** 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 Mr. ******** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  
  

• Initial Complaint

  Date:07/10/2025

  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.

  Provided Affirm evidence of refund from merchant. Affirm is denying refund even with provided evidence from myself as well as merchant.

  

  Business Response

  Date: 07/23/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint which states her concern regarding a pending refund.
  
  Affirm's records indicate that loan 8NDR-2UEX was processed on May 29, 2025, for a purchase with the merchant, ****************, in the amount of $302.84. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 monthly instalment payments of $100.95. No payment was made towards the loan. The loan received a refund of $302.84 on July 11, 2025.
  
  Ms. ***** initiated a Merchant dispute on June 10, 2025, stating she canceled the reservation 12 days prior and received email confirmation but the return was not yet processed.
  
  Once a dispute has officially been opened, both Ms. ***** and the merchant, ****************, have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both parties, and send an email notification with the outcome within 60 days.
  
  On June 26, 2025 Ms. ***** submitted evidence to support her claim.
  
  On July 7, 2025, Ms. ***** contacted Affirm stating she had two loans with Affirm for the same merchant Great Wolf Lodge and that loan 8NDR-2UEX was pending dispute resolution. The Affirm customer care agent informed Ms. ***** that since she had stated the merchant had refunded the amount, the dispute in progress will need to be closed for the refund to reflect on her account.
  
  After evaluation of the evidence provided, the dispute was adjudicated in favour of **************** on July 10, 2025. As no evidence was provided confirming that Great Wolf Lodge Grapevine issued a refund of $302.84. Ms. ***** was informed of this resolution via secure messaging and was advised to contact the merchant.
  
  On July 10 , 2025, Ms. ***** contacted Affirm disputing the resolution and the Affirm customer care agent informed Ms. ***** that the case will be referred to the appropriate team for further review.
  
  On July 11, 2025, Ms. ***** contacted affirm inquiring about the status of her claim, the Affirm customer care agent again informed her of the resolution and advised the claim was transferred to the appropriate team for review.
  
  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. Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant.
  
  At this time, Affirm confirms that the refund of $302.84 was processed on July 11, 2025 and Ms. ***** is no longer responsible for repayment of loan 8NDR-2UEX.
  
  Affirm thanks Ms. ***** for her Patience throughout this process. In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:07/10/2025

  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 have been trying to update my account information with them because I got a new phone number. Well when I went to update that they had the incorrect email and they had the incorrect last name. I sent them documentation to show them my identity and that still wasnt good enough. I had several affirm orders and I paid them off recentlyin the spring so I dont owe anything. I just wanna update my account so I can use it again.

  

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her concern regarding her inability to update her account information with Affirm despite providing documentation to verify her identity.
  
  Ms. ******* contacted Affirm via chat on June 3, 2025 to request a phone number change. The Affirm ************* Agent explained that due to security reasons account information changes are done through phone communication with Affirm. The Agent provided Affirms contact to her. Ms. ******* reached out the following day with her request and mentioned that she had changed her last name and email address and does not know why it is still listed as her old last name and old email on her Affirm account. The ********************** ************* Agent performed an outbound call to the new phone number that Ms. ******* provided for confirmation. Ms. ******* also confirmed that she would like to change her email address and provided the new email address to the Agent. Following the call, Ms. ******* was sent an email containing a secure link for ** verification documentation.
  
  On June 8, 2025, Ms. ******** account update request was denied due to a name mismatch on her Affirm account and the ** she provided for verification. Communication regarding the outcome of her request was sent to her email on file on the same date. The following day, Ms. ******* contacted Affirm as she did not receive an update regarding her account information change. The Affirm ************* Agent informed her that the case will be escalated. On the same date Ms. ******* sent an email expressing her displeasure with the process to change her account information. A response was sent informing Ms. ******* to give us a call to complete her account information change.
  
  Upon receipt of Ms. ******** complaint, Affirm reviewed the documentation she provided and her name, email address and phone number was updated on July 18, 2025. An email was sent to Ms. ******* on the same date to verify the new email address on her Affirm account. More on how to update contact information can be found at:
  ************************************************************************************;
  
  Affirm apologizes to Ms. ******* for any inconvenience that the delay in updating her account information may have caused. 
  
  In the event that Ms. ******* has any further questions or concerns, we encourage her to reach out to ****************************************************************;
  
  

• Initial Complaint

  Date:07/10/2025

  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 of two items from pottery barn and used affirm to finance the purchase. It took several weeks to receive the items. Both were damaged. They replaced one item and after several more weeks they picked up the other item because it was on back order and they couldnt locate a furniture repair person to come fix the item. I filed a dispute with affirm regarding the refund. I eventually received a refund but it was in the amount of the item I kept. Not the item I returned. Ive provided pages of emails and documents to affirm but they took months to respond and then closed the account without notification. I only discovered the dispute was closed when I was contacted by their debt collection company. Affirm has provided no information regarding the refund. They cannot advise why it was the amount. They also told me to contest the dispute but this is incorrect also. Nobody seems to have any answers. This is my last attempt to correct the issue before I file for arbitration.

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which involves her concern that she was refunded the incorrect amount on a return order.
  
  Affirm records indicate that Ms. ********* Pottery Barn loan XXJP-SEJ6 was processed on August *******, in the amount of $2425.28. Ms. ******** agreed to make 6 monthly installment payments of $424.93 and the loan Annual Percentage Rate (APR) is 35.66%.
  
  She made a down payment of $121.27. No payments were made after August 28, 2024, and the loan became 120 days overdue and was charged off on February 28, 2025, to Affirms third party collections agency, TrueAccord.
  
  On September 7, 2024, Ms. ******** initiated a merchant dispute with Affirm through the self-service portal.
  
  Following this, on October 29, 2024, an Affirm customer care agent contacted Ms. ******** requesting documentation of the merchant's approval for a refund. Ms. ******** subsequently provided evidence in which Pottery Barn indicated they would be in further contact to address her damaged product issue.
  
  Subsequently, on November 14, 2024, Ms. ******** provided a verbal update to Affirm, confirming that she and Pottery Barn had reached an agreement regarding the damaged console. The merchant acknowledged that the product arrived damaged and, after an unsuccessful attempt to secure a repair, committed to arranging for the pick-up and return of the damaged item to their warehouse.
  
  On January 6, 2025, Ms. ******** contacted Affirm via email to report an issue with her account following the replacement and return of items by Pottery Barn. She stated that Pottery Barn had replaced a square coffee table and had successfully retrieved both the damaged coffee table and the media console.
  
  Upon reviewing her Affirm account, Ms. ******** noted that a refund of $490.22 was applied for the coffee table she retained, instead of a refund for the returned media console. Affirm investigated this matter, according to the evidence that Affirm has from the ********************* and Ms. ********* We found she is still currently responsible for Palisades 3 door Media Console. If Ms. ******** can provide any documentation to support her case please email *****************************************************************
  
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out to ***********************************************************