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:09/03/2024

  Type:Customer Service 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 has my account crossed up with some one else account. I tried to update my phone number. They locked my account had someone else email address and said I need to verify myself so I uploaded my picture and picture ID three times but they say they dont have it. So where is my PII going to. Every time I call they always have to send it over and someone will contact me within 3/5 days. That never happens. It seems like some funny business going on.

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern about recovering her Affirm account.
  
  Ms. ******* contacted Affirm on August 6, 2024 and requested to recover her Affirm account. ********************** followed up with her on August 8, 2024 and sent a secure identity verification link for completion. Ms. ******* called Affirm again on September 3, 2024 for an update. Affirm informed her that in order to recover her account, we need to first update her email address on file. Affirm apologizes for the delay to follow up on the issue.
  
  Affirm sent another identity verification link to Ms. ******** preferred email address on September 19, 2024. Upon successful verification, we will follow up with her directly to assist with the next steps in the account recovery process.
  
  Rest assured that Ms. ******** privacy and security is our top priority. Affirm takes all necessary measures to safeguard her personal information in accordance with all legal and regulatory requirements.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased an item through Agape Diamonds back in June 2022. I had returned the item as it did not fit and never received the refund. ***** still has the merchandise. I have been trying to get this corrected as Affirm has charged off this account. They will not accept payment nor will they remove this from the credit report. I have contacted them over 10 times in the past 6 months trying to pay them the settled agreement made by the previous debt collector of $947.00. They tell me that someone will call me back within 3-5 business days and no one calls. Please remove this from my Experian credit report as this has been going on for 2+ years.Attached is the history for this year and notes that were input. I am still waiting n the response for the open ticket on Aug 5, 2024 !!!

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed the complaint, which states his concern about settling the balance of his loan.
  
  Affirm's records indicate that loan ECHP-KW6W was processed on June 23, 2022, for a purchase with the merchant, Agape Diamonds, in the amount of $1,778.79. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $173.41 due on the 23rd of each month. One payment of $173.41 was completed on July 23, 2022. No further payments were submitted. The loan became over 120 days past due and was charged off on December 22, 2022.
  
  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.
  
  Affirm received 2 FCRA disputes for loan ECHP-KW6W on ******* 9, 2024 and March 14, 2024. After investigation, we found the loan to be reporting accurately in each dispute.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  Mr. ******* contacted Affirm on July 27, 2022 to initiate a merchant dispute for the loan as he claimed he was owed a refund. Mr. ******* attached evidence that was not in a viewable format. As a result, Affirm followed up with him on July 28, 2024 and requested that he re-send the evidence in PDF format so that our team could further investigate. Affirm followed up with him on August 30, 2022, December 17, 2022, December 27, 2022 and ******* 12, 2023 to request that he re-send the evidence. Mr. ******* did not follow up with the requested documentation to pursue the merchant dispute claim. He called back on ******* 2, 2024 and June 25, 2024 and was again informed that he would need to send evidence to support his claim.
  
  
  Mr. ******* called Affirm on ******* 9, 2024 and reported that he was offered a settlement from Affirms third party collections agency, *******. He wanted the loan removed from his credit report in exchange for payment. Affirm explained to him that the credit reporting will remain on the file and that he needs to coordinate payment with the collection agency directly. Mr. ******* called Affirm again on March 14, 2024 and reported that ******* would not take his payment, and informed him that the debt was sent back to Affirm. Affirm informed Mr. ******* that the debt was sent to Affirms third party collection agency, TrueAccord, and advised him to contact TrueAccord in order to make payment.
  
  Mr. ******* called Affirm on April 2, 2024 and April 16, 2024 and advised that ********** also informed him that the debt was sent back to Affirm. He was redirected to confirm with TrueAccord as Affirm was not able to take his payment at this time. Mr. ******* forwarded an email from TrueAccord on June 25, 2024 confirming that they sent the debt back to Affirm. Affirm informed him that the issue would be escalated for further review. He reached out again by phone on July 24, 2024 indicating that he was still waiting for a follow up. Affirm apologized for the delay and escalated the case again for review. Mr. ******* continued to follow up for an update on August 5, 2024 and September 3, 2024. Affirm apologizes for the delay to follow up on the issue.
  
  Affirm investigated the matter further and confirmed that Mr. ******* proposed a settlement to Affirms third party collection agency, *******, on ******* 2, 2024. The settlement offer was sent to him by ******* via email on ******* 9, 2024. The agency followed up with him on ******* 14th and 18th, 2024 to request that he confirm the settlement amount. Mr. ******* did not respond to the agencys requests. The settlement offer expired on ******* 22, 2024, which Mr. ******* was informed of via email. The loan was sent back to Affirm, and automatically assigned to the third party collection agency, **********, but recalled due to Mr. ******** non-response.
  
  Mr. ******* can call the Affirm Customer Support line to make payment on the loan. The remaining balance on loan ECHP-KW6W is $1,854.86. We can be reached at ************. Our customer care representatives are available to take his call between the hours of 7am and 10pm CT seven days a week. Please note that we do not offer any options for debt settlement or negotiation. In addition, we are unable to accept any payments from debt settlement companies, negotiate loan terms, or restructure debt from the original agreement.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22235457
  
  I am rejecting this response because the information from Affirm is not correct and accurate. I had called January ********** ****** prior to the deadline to make payment prior to the deadline and they could not accept payment as the debt was sold to Tru Accord.  I am STILL waiting for Affirm to respond to 2 complaints, 1 that is still open Case ID Number:29521731 with still no response and second Case ID Number:30679077 has been closed with no answer.

  As far as the dispute, I had sent them all the information 2 years ago with the receipt and tracking information and they confirmed they received it and never answered the dispute. I tried numerous times and they always say they will get back to me and never do. As you can see from the previous open cases, they never respond.

  I have no problem paying what was agreed between January and Myself for half of the price of the balance of the loan which was $889.00.  I was willing to pay this as a gesture of good faith as this was affecting My credit. My report still shows the charge off and I do not have the product as it was returned 2 years ago. 

  Affirm continues to play dumb and drag this out which should have been resolved 2 years ago but they fail to follow up with their customers, as proven in their customer reviews.

  It is **********************'s responsibility to follow up with the dispute that was placed. That is not the customer's responsibility!

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

  

  Business Response

  Date: 09/25/2024

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal. Affirm has reviewed the complaint, which states his concern regarding the dispute for a product that was not received and about making payment on his loan.
  
  As Affirm confirmed in the initial response to Mr. ******** complaint, he requested to dispute the loan ECHP-KW6W on July 27, 2022 as he did not receive the product from the merchant. He sent evidence to Affirm that was not in a viewable format. Affirm informed him on July 28, 2022, August 30, 2022, December 17, 2022, December 27, 2022, ******* 12, 2023, ******* 2, 2024 and June 25, 2024 that he needs to re-send the evidence in a viewable format in order to support his claim. If Mr. ******* would like to pursue his merchant dispute claim, he can send evidence to *********************************************************************************.
  
  Cases ******** and ******** are pending review from our team. Affirm apologizes for the delay to provide an update in these instances and will follow up directly with Mr. ******* accordingly.
  
  Loan ECHP-KW6W was charged off to Affirms third party collection agency, *******, on December 22, 2022 as it became over 120 days past due. Affirm records confirm that ******* sent the debt back to Affirm after they attempted to contact Mr. ******* via email on ******* 9, 2024, ******* 14, 2024 and ******* 18, 2024 in order to confirm the settlement for loan ECHP-KW6W. The settlement offer expired on ******* 22, 2024 and Mr. ******* was informed of this via email. The debt was sent back to Affirm, automatically re-assigned out to TrueAccord and recalled back to Affirm. Mr. ******* can call Affirm to make payment, however we do not offer any options for debt settlement or negotiation. In addition, we are unable to accept any payments from debt settlement companies, negotiate loan terms, or restructure debt from the original agreement.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22235457
  
  I am rejecting this response because Affirm continues to not tell the truth on this matter as I again need to show them they have no clue what is going on.

  Attached is the e-mail from ******* ***** 1-18-24.  The agreement of $928 was approved by ******* and Affirm on Jan 9, 2024. ****** from ******* said I had 30 days from Jan 9, 2024.  I had told her that I get paid on Jan 26, 2024.

  When I called back to pay on Jan 26, 2024 she said this was sent back to Affirm and the case was closed.  

  AFFIRM... Please get your information correct before you send emails that are not correct and make you look silly.

  PLEASE SEE ATTACHED EMAIL FROM JANUARY !  This needs to be removed from my credit report immediately !

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

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem with affirm is that they have my money that was taken from my personal bank account on 7/27/24 without my permission nor concent in the amount of $2286.50. So apparently a fraud was done with my identity and an account was open with **********************. Under said account a down-payment of previously stated amount of money was required and the monies were taken from my account. I reached out to affirm and informed them that the account was not mine and was subsequently relieved of any financial responsibility. The problem that remains is that I have not received my money back for the "down-payment" that was required to open the account. Upon multiple attempts to speak with varying representatives and supervisors no other timeline was ever given to me besides 3-5 buisness days. It has been more then a month! I have reached out to my banking institution and they replied that since they have all of my pertinent information **** has denied a fraud claim the them. Never the less Affirm has my money not ***************** ***** and due to the time laps of the situation I just don't feel there is honest effort being put into retrieving my money and that is not right. To make matters worse they have insisted, from what I understand, that I need to have an account in good standing for my claim to go any further/be able to provide me with any information. I don't have access to any account numbers or anything my account/claim is located by my phone #

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed the complaint, which states his concern regarding a refund for the down payment on a loan.

  Affirm's records indicate that loan 6J1Z-FNEV was processed on July 29, 2024, for a purchase with the merchant, Crown & Caliber, in the amount of $18,286.50. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $838.88 due on the 29th of each month. The **** required a down payment of $2,286.50 which was completed on July 26, 2024, leaving a residual loan amount of $16,000.00. ******************** filed a chargeback for the down payment with his financial institution.
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Once his bank finishes its investigation, the funds may be returned to Affirm or back to ********************** payment method depending on their adjudication.
  
  ******************** contacted Affirm on July 29, 2024 to report that the loan was unauthorized. Affirm prompted him to complete the unauthorized activity webform within our ************ placed restrictions on the account and escalated the issue for further review. The Affirm Account Safety team erred in his favor on July 30, 2024 and ******************** was no longer responsible for repayment of the loan.
  
  ******************** followed up with Affirm by phone on August 27th and 28th, 2024 and reported that he was still expecting a refund for the down payment. The case was escalated for additional review, however the agent assigned to the matter did not fully investigate causing a delay to resolve the issue. Affirm apologizes for the agent not following up on this request. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  Affirm records show that ********************** financial institution resolved the chargeback in Affirms favor. The funds for the down payment were returned to Affirm. As such, we will be issuing ******************** a refund by check which he can expect to receive within 30 days to the address on file. We ask that he please log in to his Affirm account to ensure that his profile reflects the correct mailing address. If he needs to update his address, he can view more detailed instructions on how to do so here: ***************************************************************************.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

  Customer Answer

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid all accounts I had with ********************** I asked serval times to take out late fees or any extra and tried to pay them and they were no help they affected my credit because they couldnt help me they lied and told me a supervisor was going to contact me and help all calls are recored and nothing they didn't care they affected my credit really bad I want this resolved so I can move forward with better credit

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed the complaint, which states his concern with the reporting of several Affirm loans.
  Affirm records indicate that his Vrbo loan SXDM-R1SH processed on May 12, 2023 in the amount of $1,717.50 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $170.10 on the 12th of each month.
  The payment originally due on September 12, 2023 was not satisfied until January 11, 2024, making it more than 120 days overdue. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. As a result, this loan was charged off on January 11, 2024.
  He called in on January 11, 2024 and asked why the loan had been charged off when he had received a notification that he had until January 12, 2024 to make the payment before the loan would charge off. After reviewing Mr. ********* account, we found that the notification he is referencing was for Mr. ********* other Affirm loan CVBR-P0IN.
  The payment due on September 12, 2023 became 120 days overdue on January 10, 2024 and was therefore charged off the next day on January 11, 2024. He called Affirm on January 11, 2024, and requested assistance in making a payment on the loan. The Affirm agent assisted him in making a payment for $170.00. This did not settle the loan. As of September 19, 2024 the balance shows $1,360.92.  If he would like to make a payment toward this loan, he may call Affirm directly at ************** between the hours of 7 am and 10 pm CST seven days a week. 
  Loan CVBR-P0IN was processed on June 12, 2023 for a purchase with the merchant, Pottery Barn Kids, in the amount of $802.50. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $116.56 due on the 12th of each month. This loan required a down payment that was processed on June 10, 2024 for $160.50. The remaining balance after the down payment showed $642.00. 
  Looking at his Affirm account, this loan became delinquent because he did not satisfy the payment due on September 14, 2023 until January 8, 2024 and became more than 90 days overdue. 
  Loan VFIL-987G processed for $1,545.49 on January 10, 2022, for a purchase with ******. Prior to fully processing the loan received a partial void of $82.05. The agreed upon repayment terms of the loan are 24 installments of $86.01 at *****% APR and payment due on the 10th of each month. The loan became more than 30 days overdue between the dates of February 21, 2022, and April 5, 2022. Additionally, the loan became more than 30 days overdue between April 5, 2022, and June 27, 2022. A final payment settled the loan on January 5, 2024 for $308.89. 
  Mr. ******** contacted Affirm on July 24, 2022 through the *********** and explained that we had reported his loan negatively to the credit bureaus and that he would be reporting Affirm to the BBB and the ***** We replied to him on August 1, 2022, and provided a breakdown of when the loan became late on its payments and advised that it was reporting accurately. 
  Loan 9K81-OQQZ was processed on January 18, 2022 for a purchase with the merchant, Amazon, in the amount of $793.78. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $44.18 due on the 18th of each month. 
  Looking at his Affirm account, this loan became delinquent because Mr. ******** did not satisfy the payment due on November 18, 2023 until December 21, 2023 and became more than 30 days overdue. 
  Loan GWNB-UJT1 was processed on June 12, 2023 for a purchase with the merchant, VRBO, in the amount of $762.87. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $112.06 due on the 12th of each month. This loan required a down payment of $152.58 that was processed on June 10, 2023. After the down payment was processed the loan reflected a balance of $610.29. 
  Looking at his Affirm account, this loan became delinquent because he did not satisfy the payment due on September 12, 2023 until October 20, 2023 and became more than 30 days overdue. Additionally, the loan's payment due on November 12, 2023 was not satisfied until January 5, 2024, making the loan another 30 days overdue. The final payment made on January 5, 2024 for $224.13 settled the loan. 
  Loan E37O-1VUJ was processed on December 22, 2021 for a purchase with the merchant, VRBO, in the amount of $1,079.13. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $104.33 due on the 22nd of each month. This loan has no late payments. 
  Looking at Mr. ********* Affirm account, this loan became delinquent because he did not satisfy the payment due on July 22, 2022 until August 22, 2022 and became more than 30 days overdue. 
  Loan PDMU-73UQ was processed on December 15, 2021 for a purchase with the merchant, Goat, in the amount of $395.97. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $38.28 due on the 15th of each month. 
  Looking at his Affirm account, this loan became delinquent because he did not satisfy the payment due on July 15, 2022 until August 15, 2022 and became more than 30 days overdue. 
  Affirm received 10 FCRA disputes for loans, SXDM-R1SH, CVBR-P0IN, VFIL-987G, 9K81-OQQZ, E37O-1VUJ, PDMU-73UQ on July 18th and 19th, 2022, December 30, 2023, and April 24, 2023. After investigation, we found the loans to be reporting accurately in each dispute. 
  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 his request to remove credit reporting for loan  SXDM-R1SH, CVBR-P0IN, VFIL-987G, 9K81-OQQZ, GWNB-UJT1, E37O-1VUJ, PDMU-73UQ
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered furniture from **** Furniture and paid through Affirm.The delivery date was changed four times. Upon ordering, I notified **** of a scheduled trip.After receiving the second delivery update, I amended my trip to be available for furniture delivery. Again, the delivery date changed.After numerous texts/phone calls, the order was cancelled.Affirm is continuing to charge me. Stating that I owe the money to **** for furniture that was NEVER delivered and NEVER even loaded o to the truck from the warehouse in *********I have an email from **** stating the order was canceled but I must pay a 30% restocking fee, although the items Were never picked up from the warehouse.Affirm continues to send emails stating that I am behind on payments.I paid a deposit for the payment plan, which O have not had refunded because Affirm/**** state I owe for the furniture that was NEVER delivered.This is a scam and this is stealing.I have forwarded all correspondence to an attorney. I cannot believe that they can't figure out that the items were never received and they expect payment on something I have never been in possession of.

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern regarding a refund for a product that was not received. 
  Affirm's records indicate that loan E954-X99I was processed on July 24, 2024, for a purchase with the merchant, **** Furniture, in the amount of $1,263.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $108.86 due on the 24th of each month. The loan required a down payment of $63.15 which was completed on July 22, 2024, leaving a residual loan amount of $1,199.85. An adjustment in the amount of $196.97 was applied to the loan on July 23, 2024. The merchant applied an additional adjustment of $746.03 to the loan on September 4, 2024. This left a remaining balance of $278.42.
  Ms. ******* opened a dispute for the loan via self-service in her Affirm account on August 14, 2024. She explained that after the merchant rescheduled delivery of the furniture several times, she canceled the order. Ms. ******* requested a full refund and provided evidence of communication between herself and the merchant where she requested the cancellation and the refund. 
  The merchant provided documentation to Affirm on August 26, 2024 indicating that Ms. ******* agreed to their terms and conditions at the time of the transaction. This includes their return and cancellation policy, which can be found here: ********************************************. Their cancellation policy states Products in ******************'s possession, in transit, or ready for delivery: 70% refund (covers processing, picking, and handling). Delivery fees are non-refundable. The merchant indicated that the product was in their possession and Ms. ******** request to cancel was subject to the 30% restocking fee. 
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm closed the dispute in the merchants favor on August 30, 2024 as we did not find evidence that the merchant was working outside of their policy. 
  Ms. ******* followed up with Affirm to contest the outcome on August 31, 2024, September 4, 2024 and September 8, 2024. Affirm followed up with her on each of these occasions to reiterate that she remains responsible for repayment of the loan. On September 8, 2024 she asked that payment notifications cease, as she refused to make payment. Per her request, Affirm has taken the necessary steps to ensure she will not be contacted. Please note, since she will not be receiving any communication from Affirm, she will be responsible for self-monitoring and repayment of all loans under her account that are active.
  Affirm conducted a further investigation into the matter on September 19, 2024. After a further review of the merchants policies, the original dispute adjudication was overturned and an additional adjustment of $320.00 was applied to the loan on this date. Ms. ******* will receive a refund by check for the downpayment in the amount of $63.15. She can expect to receive the funds within 30 days to her mailing address on file. She is encouraged to confirm that the mailing address is correct by logging in to her Affirm account. If she needs to update her information, she may wish to consult the following *********** article: ***************************************************************************.
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought two separate items on ***** Used Affirm for both separate purchases with two separate Affirm loans, but with the same card ending in 5210. One of the purchases was fraudulent and **** quickly stepped in and refunded me (Affirm) for the purchase in the amount of $63.95. The other purchase was legitimate in the amount of $******, which I kept. However, the refund was applied to incorrect purchase (******), instead of the refunded purchase (*****). **** is not aware of the multiple loans on the card and can only refund the card, not the correct loan. However Affirm refused to correct this error on their part despite the fact they should know to match the correct refund amount to the correct matching loan amount. Although the incorrect loan is lower, I still have two loans, two payments, two interest charges they are expecting me to continue to pay despite their error. The first ***** was diligent in trying to adjust it, but could not. It was elevated to an aloof supervisor who wasnt as helpful, just kept saying it was ****s fault and Im stuck with it.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed the complaint, which states her concern regarding the application of a refund to her loan.
  
  Affirm's records indicate that loan HRSW-7S0K was processed on August 29, 2024, for a purchase with the merchant, **** Electronics, in the amount of $121.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $12.15 due on the 29th of each month. An adjustment of $0.83 was applied to the loan on August 28, 2024 and an additional adjustment of $63.95 was applied to the loan on September 2, 2024.
  
  Affirm's records indicate that loan 4WA4-AP1X was processed on August 29, 2024, for a purchase with the merchant, **** Electronics, in the amount of $64.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $11.81 due on the 29th of each month. An adjustment of $0.05 was applied to the loan on August 28, 2024 and an additional adjustment of $0.06 was applied to the loan on September 6, 2024. One payment of $64.39 was completed on September 6, 2024. The loan is now paid in full.
  
  Affirm sent ************** an email on August 31, 2024 to report that the merchant processed a refund of $63.95, and advised her that she had 48 hours to let Affirm know which loan she would like the refund applied to. We explained that if we do not receive confirmation within 48 hours, we would apply the refund to her loan with the highest APR.
  
  ************** contacted Affirm on September 2, 2024 and reported that the refund of $63.95 was applied to loan HRSW-7S0K rather than the correct loan 4WA4-AP1X. Affirm explained to her how refunds are applied, and stated that we cannot transfer a refund from loan to loan once it is applied. For more information about Affirm Card refunds, she is encouraged to visit our ***********: *************************************************************************************.
  
  Affirm did not receive direct contact from ************** regarding unauthorized activity on her account. As a result of her complaint, a case was escalated to our Account Safety team on September 18, 2024 for further investigation of loan 4WA4-AP1X. Affirm will follow up with ************** directly to provide an update. She is encouraged to visit our *********** to report any unauthorized activity on the Affirm Card: **************************************************************************************.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt AFFIRM **** I do not have a contract with AFFIRM **** they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint, which states that a loan should be removed from his credit report.
  
  After review Affirm was not able to locate an account with the information that was provided in the BBB complaint. Affirm takes the security of accounts very seriously and we kindly ask that Mr. ***** please call Affirm so we may verify his identity over the phone.
  
  
  He may call Affirm at **************. We are available 7 days a week from 7am - 10pm CT.
  
  In the event Mr. ***** has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will do my best to quickly summarize this dilemma. In a nutshell, a loan of $399. was unknowingly & without my approval, taken out with the company Affirm, for an online course by another company named, "The ******************* Despite my many attempts and refuting of this loan with both parties, especially Affirm, as it was a fraudulent loan they'd approved, they flat out discarded my claims, despite my evidence and pleas, & so to avoid any further destruction to my credit score which had already immediately suffered from the appearance of this unwanted debt on my score, I reluctantly paid off the loan IN FULL to Affirm, while simultaneously filing a case with you against ********************** requesting a full refund from them for a course I never even partook in!Thanks to your intervention, the funds were just recently refunded. But I'm devastated to say, my credit score keeps plummeting! According to ****, my once stellar score of 772 dropped 23 points the day that unsolicited Affirm Loan was placed on my report, and just today, even AFTER this debt has been paid off in full to Affirm since August 8th, (see attachment), it is still showing on my report as 0% has been paid off towards this debt & so once more, my score has been reduced by an ADDITIONAL 43 points!!I just called Affirm a moment ago, frantic & upset, once again begging that they reverse the damage they have done & to return my score to it's former standing to rectify the damage they've done to my score. This is something that I've worked so diligently on growing & preserving, so to have it be ruptured like this is beyond infuriating! The longer this unwanted debt stays on my account and especially with it showing as 0% paid, puts me in delinquent status which I have never been since this Affirm ********************************** nor Affirm will step up & do the right thing, so I'm begging for your intervention to have Affirm erase this from my credit record altogether & to make this right.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern about the credit reporting associated with a loan she claims is unauthorized.
  
  Affirm's records indicate that loan OUKT-5591 was processed on May 10, 2024, for a purchase with the merchant, ****************** in the amount of $399.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 monthly payments of $133.00 due on the 10th of each month. The payment due on June 10, 2024 became over 30 days past due and was not satisfied until August 7, 2024 when Ms. ******* made one payment of $399.00. An adjustment of $399.00 was applied to the balance of the loan on August 24, 2024. Affirm issued a refund of $399.00 back to Ms. ******** original payment method on August 24, 2024.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Ms. ******* contacted Affirm on June 17, 2024 and reported that she did not authorize the loan. She explained that she spoke with the merchant about their services, but did not agree to a transaction, and accused the merchant of obtaining the loan without her knowledge. The Affirm Account Safety team conducted an investigation into the account on June 18, 2024, and determined that she remains responsible for repayment of the loan. She was encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Ms. ******* disagreed with the decision and maintained that the loan was unauthorized.
  
  Affirm followed up with Ms. ******* on June 20th and June 24th, 2024 prompting her to fill out the affidavit for further investigation. She advised on June 24, 2024 that she sent the affidavit for review. Affirm advised her on June 25, 2024 that we did not receive it and asked her to follow up with the completed documentation. Ms. ******* called Affirm on August 5, 2024 to follow up on her unauthorized activity claim. Affirm advised her on August 6, 2024 that she remains responsible for repayment.
  
  Ms. ******* called Affirm on September 2, 2024 and was frustrated with the credit reporting of the loan, as she maintained that it was unauthorized. Affirm followed up with her on September 10, 2024 and advised her that the loan was reported accurately, therefore we were unable to adjust the reporting. 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.
  
  The Affirm Account Safety team conducted an additional review into Ms. ******** account on September 18, 2024. As a result of the investigation, the unauthorized activity claim was ruled in her favor. We have taken the appropriate steps to ensure that the loan is removed from her credit report. This update should reflect within 3-5 business days.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22229199
  

  Thank you for your response addressing the issue I presented.

  Although I accept and appreciate that you will remove this stain from my credit report, I'm not satisfied that you fully understand the ramifications of what this loan has done to my credit "SCORE", as well! In your detailed response, you still insist on holding firm to your statement that I was "late" and past the due the date to make payments on this loan, Somehow, you are ignoring the fact that I didn't even KNOW that there was a loan taken out on my name via The Knowledge factory, until it was too late! And when I DID fully wrap my mind around what had transpired without my knowing, I kept contacting you to alert you that there was a fraudulent action done without my approval or consent. Regardless of my honesty and my pleas to dissolve this wrongdoing with you, and to address the culprit themselves, who is ********************** you time and time again simply tossed out my claim and blindly kept reinforcing that I had past due payments due to you, again, for this loan that I kept begging you to understand, that I did not approve of nor apply for knowingly.

   

  The only way I could stop your harassment, was to unfortunately pay you off in order for the taunting to stop!  During that process, once again, my impeccable score drastically plummeted because of it, and here I am once again, imploring with you to take action against ********************* for what they've done, but most importantly to to contact the credit bureaus and inform them of this fraud by The ***************** involving me, and the misunderstanding on your part, and that my SCORE needs to be returned to its former standing before all this deceit transpired. 

  Please, I want to trust that you are a company that is honest and is based on truthfulness with the loans you offer, and not a company who is content with violating the trust of an innocent bystander who did not know of a loans existence until too late. Lastly, around the time I finally was able to fully commit to trying to fight this fraud both with you and ********************** I was hospitalized off an on with a sudden and tremendous back injury, and was also unable to, nor was I aware of this situation unfolding so horribly, I can prove my hospitalization to you and the timeframe if need be. So in conclusion, I am not fully accepting your response, and rejecting it because, despite your proposal to eventually remove this from my credit report, you are not addressing nor rectifying the main issue of also fixing my score which was severely damaged by your lack of empathy and understanding about this fraud when I pleaded with you for help. Please, help me regain what I've worked so hard to accomplish with my score.

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

  

  Business Response

  Date: 09/27/2024

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal, which states her concern regarding the effects of an unauthorized Affirm loan on her credit score. 
  
  Please note that Affirm cannot change a consumers credit report, Affirm can only update our reporting directly with Experian. In this case, Ms. ******** loan has been removed from her credit report which Affirm can confirm is what is currently reflecting on ************************************* has any additional questions about how the information Affirm shares is reflected and interpreted on her credit report, Affirm encourages her to contact Experian directly at ****************.
  
  For more information about how Affirm interacts with customers credit scores, please see *********************** *********** at ********************************************************************************
  
  Affirm wants to sincerely apologize for the delay in resolution for Ms. ******** as it was found that she did complete an unauthorized activity claim affidavit through the webform found on Affirms *********** on June 20, 2024. The Affirm ************* agents who continued to ask Ms. ******* to complete this form after she already had done so have been educated further to ensure quality service for Affirm customers. 
  
  Lastly, ********************** is conducting an internal investigation into the merchant, ****************** and Ms. ******** feedback regarding this merchant has been greatly appreciated. 
  
  In the event that Ms. ******* has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm has committed an apparent violation of my privacy rights under 15 USC 6802 by your company. According to the provisions of 15 USC 6802, financial institutions are required to clearly disclose their privacy policies and practices to their customers and to provide them with the option to opt-out of certain disclosures of their nonpublic personal information to non affiliated third parties. On 08/01/2024, I became aware that my nonpublic personal information had been disclosed to Experian without my explicit consent Account #VYS0 8GB 7. This unauthorized disclosure is a direct violation of the protections afforded to me under the *****-*****-****** Act, specifically 15 USC 6802. I have asked Affirm multiple times to provide me proof that I was given a option to opt in or out of my information being shared and said company continues to ignore or claim my dispute is missing information because they do not have the information I am requesting and continue to violate my rights.

  

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm has reviewed the complaint, which states his concern regarding the credit reporting of his loan.
  
  Affirm's records indicate that loan VYS0-8GB7 was processed on August 3, 2021, for a purchase with the merchant, Expedia, in the amount of $1,373.81. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $133.93 due on the 3rd of each month. The payment due on February 3, 2022 was not satisfied until April 12, 2022 when Mr. *********** made a payment of $134.00. Mr. *********** did not make any further payments rendering the loan 120 days past due and it was charged off on July 2, 2022.
  
  Mr. *********** submitted a credit reporting dispute for the loan to Affirm on December 1, 2023. Affirm followed up with him via email on December 29, 2023 to inform him that the loan became over 120 days past due and was charged off to Affirms third party collections agency, January. Affirm provided him with the agencys contact information in order to make payment. His claim was denied as the credit reporting was accurate.
  
  Mr. *********** called Affirm on March 14th and 18th, 2024 to inquire about the status of the loan. Affirm informed him that it was charged off and provided information about how to make payment to the collections agency.
  
  Affirm records show that Mr. *********** made payment to the collection agency in the amounts of $400.00 on June 13, 2024, $105.00 on July 3, 2024 and $298.44 on July 9, 2024. The balance is now settled. He contacted Affirm on July 10, 2024 to ask when the credit report would be updated to reflect the pay off. Affirm provided him with information about the reporting cycles and when he can expect to see this reflected on his credit file.
  
  Affirm received 9 FCRA disputes for loan VYS0-8GB7 on January 26, 2023, October 20, 2023, January 13, 2024, January 19, 2024, March 11, 2024, March 19, 2024, April 10, 2024, May 15, 2024 and May 22, 2024. After investigation, we found the loan to be reporting accurately in each dispute.
  
  Affirm received an additional credit reporting dispute for loan VYS0-8GB7 on August 14, 2024. Affirm followed up with Mr. *********** via email on August 22, 2024 to explain that his claim was denied as the report is accurate.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as 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: **************************************
  
  First, pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  Second, Affirm's right to furnish credit information (positive or negative) was also disclosed to him in Section 2 Credit Report Authorization and Reporting. of Affirm's Terms of Service, which he agreed to at the time he created his account on or about July 31, 2021: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."
  
  The reporting for the loan was updated to reflect the paid status. However the history of the charged off status will remain. 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 VYS0-8GB7.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute inaccurate information that has appeared on my credit report regarding an account with ********************** **** After reviewing my credit report, I have identified this account, which I do not recognize and believe to be the result of identity theft. This account has caused significant harm to my credit score and personal finances.Details of the account in question are as follows:Creditor Name: AFFIRM *** Opened Date: 2/29/2024 Account Number: ******* Balance: $220.00 I can confirm that this account does not belong to me, and I have never authorized the opening of this account. As a victim of identity theft, I kindly request that this erroneous entry be removed from my credit report promptly.I appreciate your prompt attention to this matter and look forward to your response.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint, which states her concern regarding the credit reporting for a loan that she claims is unauthorized.
  
  Affirm's records indicate that loan 0NGS-4QA9 was processed on February 29, 2024, for a purchase with the merchant, **********, in the amount of $440.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $77.75 due on the 29th of each month. The loan required a down payment of $220.00 that was completed on February 27, 2024, leaving a residual loan amount of $220.00. An adjustment of $1.30 was applied to the balance of the loan on March 19, 2024. The loan is currently overdue as of May 29, 2024.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm received three credit reporting disputes for the loan on July 23, 2024, August 30, 2024 and September 3, 2024. Affirm investigated each dispute and found that the credit report was accurate in all cases.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as her Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ******** request to remove credit reporting for loan 0NGS-4QA9.
  
  Affirm did not receive direct contact from Ms. ******* prior to her complaint regarding unauthorized activity on her account. As a result of her complaint, the Affirm Account Safety team conducted an investigation into her account on September 18, 2024. We concluded that Ms. ******* remains responsible for repayment of the loan. The findings were communicated to her on this date.
  
  If she believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.