Complaints

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

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  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023 I rented a unit from **** for use in September, 2024. The owner of the unit required payment through AFFIRM.On or about July ******* the owner of the **** sold their property and canceled our reservation and made a full refund to AFFIRM.On August 11, 2024 ****** *. from AFFIRM sent an email stating our refund check was mailed* August 7, 2024 and it would arrive in 10 to 14 business days - it didn't and hasn't.Calls since then have met with lulling and stalling responses - now it's 30 business days to address the problem and reissue a refund check. Emails claim a response in 2 days but that doesn't happen either.AFFIRM has our money and we demand it be returned - via overnight delivery to the address we provided.*different from home address.

  

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states her concern regarding the delay to receive a refund by check.
  
  Affirm records indicate that Ms. ******* loan 6L6G-04KK was processed on December 28, 2023, with the merchant, Vrbo, in the amount of $1,105.26 with 0.00% APR. The agreed-upon repayment terms were for 3 monthly payments of $368.42 beginning on January 28, 2024. Ms. ****** completed all 3 payments of $368.42 on the loan.
  
  Ms. ****** contacted Affirm by email on July 30, 2024 to report that the merchant issued a refund for her reservation. An Affirm agent replied to her and acknowledged that the merchant applied a full refund of $1,105.26 to the loan on July 18, 2024, but did not address how Ms. ****** would be refunded for the payments made on the loan. 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.
  
  Ms. ****** called Affirm on July 30, 2024 and asked when she would receive her refund. Affirm explained to her that we would be issuing a refund by check, which she could expect to receive to the address on file within 30 days. Affirm followed up with her via email on August 11, 2024 and confirmed that a check in the amount of $1,105.26 was sent on August 7, 2024. Ms. ****** called back on August 31, 2024 and reported that she still had not received the check. Affirm followed up with our Accounting team and confirmed that the check was sent to Ms. ******* billing address rather than her mailing address. The check was voided and reissued to the correct address on September 2, 2024. Affirm contacted her by email on September 3, 2024 to advise her of the resolution and explained that she can expect to receive the new check within 10 business days.
  
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22223742
  
  I am rejecting this response because:

  AFFIRM continues its delaying, lying and stalling tactics as no refund has been received AFTER 10 business days.

  AFFIRM has made no effort whatsoever to get my money back to me while wrongfully profiting by withholding my refund. 
  

  A first class piece of mail that is correctly addressed does not take 10 business days to go coast to coast, even if its mailed on Labor Day - Sept 2, 2024.

  AFFIRM should pay me  2 months interest.

   

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

  

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal, which states her concern regarding a refund by check for her loan 6L6G-04KK.
  
  As Affirm confirmed in the initial response to Ms. ******* complaint, our Accounting team confirmed that the original refund by check for $1,105.26 was issued on August 7, 2024 to the billing address, rather than the mailing address on file. Our team corrected this on September 2, ******************************************************* ******* mailing address on her Affirm account. She was informed of the resolution on September 3, 2024. The standard timeframe to receive the check is approximately 7-10 business days via ****. Affirm would like to apologize for the delay she has experienced in receiving her expected refund check. We are working to investigate this and we are committed to continual process improvement. Affirm must respectfully decline her request for monetary compensation.
  
  Ms. ****** is encouraged to log in to her Affirm account and confirm that the mailing address on file is correct. If she needs to update her mailing address, she may wish to review how to do so here: ***************************************************************************. If the address is incorrect, we encourage her to contact us directly in order to let us know so we can assist with reissuing a check, if necessary.
  
  We reached out to our Accounting team on September 23, 2024 to confirm the status of the check issued on September 2, 2024. Affirm will follow up with Ms. ****** directly to provide an update.
  
  Affirm is happy to address any questions or concerns she may have. She can contact Affirm at any time at ****************************************************.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22223742
  
  I am rejecting this response because AFFIRMS ****** verified the correct MAILING address.

   

  AFFIRM needs to initiate a **** Tracer for this alleged mailing.  BTW:  **** offers Express Mail Overnight Delivery and Certified Mail both of which require signature upon delivery.

   

   

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

   

   

   

   

• Initial Complaint

  Date:08/31/2024

  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 was originally told that once the deferred payment was made, my account would be upgraded to all payments "on time" Just like my other account with them(account number *****. Once I made the payment, the account was not upgraded to "on time" payments!!! Company gave out false information!!! I need this payment upgrade to "on time" just like the other account immediately!

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity in responding to Ms.*********** ******************** complaint. Affirm has reviewed her complaint which states her concerns with credit reporting for her loans.
  
  Affirm is currently reviewing her complaint and our investigation is still in progress. Affirm will contact her when more information becomes available.
  
  We apologize for any frustration this situation may have caused her. In the event that she has any additional questions in the interim, we ask for her to contact Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased airline tickets on priceline on august 25th and on that some day cancel it and priceline siaid it already processed plus i have not made payment yet and i would really like it to be closed a.s.p.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concerns with receiving a refund towards his Affirm loan.
  
  Affirms records indicate that Virtual Card loan XTZ4-XX90 was processed for $435.52 on August 26, 2024, for a purchase with Priceline. The repayment terms of the loan were 12 installments of $40.60 at an Annual Percentage Rate (APR) of *****% with payment due on the 26th of each month. 
  
  On September 4, 2024, Affirm received phone contact from Mr. ******* where he explained that the purchase had been cancelled with Priceline and the loan was due a full a refund. While on the call, the assisting Affirm agent was able to confirm the refund and apply it to loan XTZ4-XX90.
  
  Loan XTZ4-XX90 now reflects as fully refunded within Mr. ******** Affirm account and he is no longer responsible for repayment of the loan. 
  
  Affirm would like to thank Mr. ******* for his patience throughout this process. In the event that he has any additional questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising 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 planned a trip and had 3 cancelled hotel rooms purchased on an Affirm card. These were small amounts totalling only $105 and these were all cancelled on April 13 2024. For some reason, only one purchase from Hotels.com was reversed, the other two were refunded to Affirm, but not credited or reversed that day. I began calling on April 24th because they still had not reversed and payments were going to start becoming due. The *** said she could see the refunds but for some reason DID NOT KNOW what accounts to apply the refund to? I told her the Hotels.com purchases. Fast forward: nothing was credited and I kept making payments until August 2024 after calling on May 10th, May 16th, June 10th, June 18th, June 28th, July 31st, and finally today, Aug 30th. Each time the *** stated they would have to escalate to the correct department. One *** had me add my bank account info and said it would be electronically transferred. ONE *** said there was a check in the mail dated May 24th. 1 *** said a check would arrive within 30 days on June 28, and I've received 2 messages now from a 'supervisor' in the app stating I need to verify my address. I have since sent 2 messages back verifying it is correct. It has been over 4 months with a runaround with ***s initially not being able to do anything except 'escalate' of give me information which proves to be false. Now they say they cannot send 'another' check unless I unattach my PO Box from my address?????? How will I receive a check if I erase my mailing address???? One again today the *** will "escalate" this, where I'm supposed to get an email answer in 5 business days. All the times ive had this escalated, I've recived 1 email response. I've also made an 'in house' complaint, which was closed without a resolution. This refund money is showing as being trapped on the Affirm card as per monthly statement, and no way to get it. One last note, I received my plastic Affirm card in the mail, at the same PO Box address they have now.

  

  Business Response

  Date: 09/13/2024

  
  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with receiving her refunds related to Affirm Card purchases. 
  
  Affirms records indicate that **************** had made three Affirm Card purchases with Hotel.com, which were converted to Affirm loans Y0EJ-JB14, 7ID8-COQ1, and GYTH-3JDQ.
  
  Loan Y0EJ-JB14 processed for $50.00 on March 25, 2024. The terms were 3 installments of $17.68 at an APR of *****% with payment due on the 25th. The loan received a refund of $6.88 on April 1, 2024. An additional refund of $2.01 was applied on April 15, 2024. On May 10, 2024, Affirm received the final payment of $25.12. 
  
  Loan 7ID8-COQ1 processed for $70.00 on March 25, 2024. The terms were 6 installments of $11.67 at an APR of 0% with payment due on the 25th of each month. A refund amount of $7.90 was applied on April 1, 2024. On September 7, 2024, Affirm received the final payment for $27.09.
  
  Loan GYTH-3JDQ was processed for $70.00 on April 1, 2024. The terms were 6 installments of $11.67 at an APR of 0% with payment due on the 1st of each month. On April 6, 2024, a refund of $5.96 was applied to the loan. On September 6, 2024, Affirm received the final payment for $29.03. 
  
  Affirm would like to apologize to **************** for the delays encountered in receiving her refunds. On June 29, 2024, Affirm had sent **************** a message advising that Affirm was issuing a refund check for the refund amounts of $62.03 and $43.12. This communication asked that **************** allow 30 days for the refund check to arrive. On July 30, 2024, **************** responded and noted that a refund check was yet to be received. Affirm responded on July 31, 2024, and informed **************** that a check had been sent on April 24, 2024, and requested that **************** confirm her mailing address. **************** noted in her August 27, 2024, correspondence with ****** that she had confirmed her address a number of times, and that it was correct. Affirm responded on the same day and informed **************** that the check had been returned to Affirm and was marked as undeliverable, Affirm again requested that **************** confirm her mailing address. 
  
  On September 3, 2024, **************** messaged Affirm and noted that if the ** Box associated with her address was not included with the mailed check, she would not be able to receive it. 
  
  On September 7, 2024, Affirm sent **************** another message to confirm that as of September 6, 2024, her refunds of $62.03 and $43.12 had been sent to her linked bank account. 
  
  
  Again, Affirm would like to apologize for any frustration caused by this matter along with acknowledging the delays encountered with **************** receiving her refunds. 
  
  In the event that **************** has any additional questions or concerns, we encourage her to reach out via email.
  

  Customer Answer

  Date: 09/14/2024

  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. i have received a full refund sent to my bank account in their system on September 6th. Thank you for this swift resolution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried numerous times to change my phone number with Affirm, so that I can use the credit that I have available through this company to purchase something.I have reached out to them, and I have gone through their system. Their system takes me in circles. They sent me an email on the 19th and 24 August. When I click on their link, it takes me back to their system in order to change my phone number.When I try to change my number in their system, I receive an error message. They have asked for my license and a selfie. When I try to furnish these, it does not upload. I have tried this on numerous occasions as well.I spoke with someone else on August 30 and told them that this is ridiculous and all they do is expedite my matter to another department.However, I received an email from Affirm on July 2 stating that my phone number was changed successfully. When when I call in it send a text message to your phone number that is on the account. I received a text message from them when I called in so my phone number is on record. However, when I try to log onto the website, my phone number needs to be changed. And when I tell them of this, all I get is put to another department or Ill hear from them via email in 7 to 10 business days. I stated that I would close my account and reopen another one, and I was told I cant do that because of my phone number situation. I dont understand why I cant just close out and reopen a different account if theres so many issues with this particular account and my phone number.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding her attempts to update the phone number on her Affirm account. 
  
  
  Please note that a customers phone number is a crucial aspect of their login credentials and Affirm therefore takes requests to update this information very seriously. Affirm requires customers to submit identifying documentation, such as their government-issued I.D. and a live photo, to Affirms third-party identity verification partner, NetVerify. 
  
  
  This step must be completed in order to update the contact information on an Affirm account. 
  
  
  Affirm can confirm that an account with the information that Ms. ****** provided has not been located. If Ms. ****** needs to update the name on her Affirm account, she may do so by following the steps outlined on the Affirm *********** at ****************************************************************
  
  
  In the event that Ms. ****** has any further questions or concerns, we encourage her to reach out directly via email or by calling Affirm directly at ************** between the hours of 7 am and 10 pm CST seven days a week. 
  
  

• Initial Complaint

  Date:08/30/2024

  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.

  Date of transaction: 7/2/24 Price: $339.99 Received a broken Dyson hair dryer from this merchant, and sent photos immediately. The merchant texted back on 7/15/24 that they would issue a refund and send me a return label. Since then, they have not responded to any phone calls or text messages with follow up. I have not received a return label. I just have this broken product sitting in the box, waiting to be returned to them. I believe they are committing fraud by sending a broken item and not communicating a way to return it in order to charge me for it.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the quality of a product that she had purchased and her requested refund. 
  
  
  Affirm records indicate that Ms. ****** beachbabe loan 2QU9-R2IZ processed on July 3, 2024 in the amount of $339.99 with 0.00% APR. The agreed-upon repayment terms were for 6 monthly payments of $56.66 on the 3rd of each month. 
  
  
  On August 3, 2024, Ms. ***** opened a dispute for her loan using Affirms ************ When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows up to another 15 days to review all of the submitted documentation. 
  
  
  Affirm reviewed Ms. ****** evidence on August 19, 2024 and determined that she had not provided sufficient documentation proving that she was owed a refund. Please note that Affirm is simply the financier of a purchase and all refunds and returns are subject to the policies of the merchant. 
  
  
  Ms. ***** received a follow up secure message from Affirm on the same day informing her of this outcome. Ms. ***** called in to contest this resolution as she felt the quality of the product was poor and the merchant had stopped responding to her requests for a return and a subsequent refund. 
  
  
  Affirm reiterated the original dispute outcome to Ms. ***** on August 30, 2024. Ms. ***** then called in on September 9, 2024 and stated that she still wasnt able to get a response from the merchant regarding her request. 
  
  
  As a result, Affirm has re-escalated this case to the Affirm Resolutions team for review. Affirm cannot guarantee a new outcome for Ms. ****** however, due to the circumstances Affirm will review the dispute again. 
  
  
  Please note that Ms. ***** does remain responsible for the repayment of this loan until either the merchant issues a refund or Affirm determines that one is owed. Ms. ***** can send any additional evidence in to *************************************** with a reference to her case ID ********. Suggested evidence includes a copy of the original order invoice; any tracking information; and any communication that was exchanged with the merchant. 
  
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-11-24 I purchased at tv and returned the same day. My refund for the transaction processed however the credit card company states they can NOT close the loan(1 time use credit card) due to the $87 pending charge still showing from Bjs. *** contacted BJS on several occasions and was advised this was reversed 8-11-24. This was sent to the escalation team as AFFIRM(credit card company) states it has NOT been retracted and still is pending. Ive been advised once the pending charge drops off they can close card. That said, I am responsible to make pts on this card until this happens. Ive been going back and for with escalated requested for over 2 weeks now between BJS and Affirm and not received any resolution!My hope is if you contact these companies we can get this resolved. It honestly should not be this difficult and obviously there is simply a glitch but some how some way someone needs to resolve it! Ive attached pictures of original order as well as returned order receipt, screenshot of the still pending charge in the card as well as the processed return and reversal of pending charge BJs sent to BBB and me to close the case filed against them. Affirm still states this is not sufficient enough as they want documentation stating bjs will not process a charge for the $87. I cant fathom what the issue is and why it cant be comprehended on Affirms end. Please help he with resolving this issue once and for all. If needed please feel free to contact me for further explanation.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the refund for her loan. 
  
  
  Affirm records indicate that Ms. ******* Virtual Card loan JPXL-D0IN with BJs ************** processed on August 13, 2024 in the amount of $800.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $75.26 on the 13th of each month. 
  
  
  On August 16, 2024, Ms. ******** called Affirms ************* line and explained that she had to cancel the order so she could process it again, and that she was expecting a refund from the merchant. Please note that Affirm is simply the financier of a purchase and all refunds are subject to the policies of the merchant. 
  
  
  **************** called in again on August 19, 2024 to ask why the loan still had not been refunded. Affirm advised **************** that the merchant still had a pending hold on $87.00 of the funds on the Virtual Card and that these funds would need to be released or the Virtual Card would need to pass the processing cutoff date of September 3, 2024 in order for the loan to be refunded. 
  
  
  When the processing cutoff date of September 3, 2024 passed and the merchant still had not captured the remaining $87.00 that they had authorized, the funds were released and Ms. ******* loan was fully refunded. 
  
  
  Affirm followed up with **************** on September 4, 2024 and again on September 7, 2024 to notify her of this refund. As a result, she is no longer responsible for the repayment of this loan. 
  
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 09/13/2024

  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:08/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I addressed Affirm about fraudulent activity that someone had purchased from the company ***** on my affirm acct. which I did not make. There was a deposit amount of $285 that was takien out of my account. On July 19th an email from Affirm was sent to me stating that they completed their investigation and they concluded a resolution in my favor and that I will not be responsible for the unauthorized affirm loans that were in my name. Per their request I send documents that affirm asked for such as photo i.d. On August 9th affirm sent me an email stating that they issued a refund check for the unauthorized loan and that the check will be delivered to my address in 5-7 business days. From the time I addressed affirm about this issue til now I have called them a few times asking stastus on this situation and everytime I called they said they can not see any details because my account is lock and they will send it up to the resolution team and I should here from them. Til today I have not got any direct answer nor have I received my check from them. Case # ********

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the refund for a payment made towards an unauthorized loan. 
  
  
  Affirm records indicate that there were 3 loans with the merchant ***** that appeared on her account, including loan IDs *********; *********; and W0J4-2G3Z. Loan W0J4-2G3Z required a down payment of $282.92, which was submitted on July 18, 2024. 
  
  
  ****************** reported the unauthorized activity on July 17, 2024. Affirms Account Safety team investigated this claim on July 19, 2024 and determined that Ms. ******* was not responsible for repayment of the 3 loans. The loans were removed from her account and ****************** received a follow up email from the Account Safety team confirming that her account had been frozen for her security. 
  
  
  On July 19, 2024, ****************** called Affirms ************* line and asked about the refund for the down payment of $282.92 and how to unfreeze her Affirm account. ********************** confirmed Ms. ******** preferred mailing address on August 23, 2024. Ms. ******** refund check in the amount of $282.92 has been issued as of September 9, 2024. Please note that it may take up to 2 weeks to receive the check by USPS. 
  
  
  Additionally, in order to unfreeze her account, ********************** sent ****************** a link to NetVerify, a third-party identity verification partner, where she was asked to upload a picture of her government-issued I.D. and a live photo in order to confirm her identity. 
  
  
  ****************** was sent this link on July 30, 2024; August 6, 2024; August 11, 2024; and August 29, 2024. Each of these links were not completed by ****************** and her request to unfreeze her account was denied. On September 5, 2024, ****************** requested that the link be sent again. The Account Safety team resent the link on the same day via email and Ms. ******** account was unfrozen on September 13, 2024. 
  
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 09/13/2024

  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:08/30/2024

  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 made fraudulent additional APR charges after having paid off my balance. Multiple representatives verified that my APR of 29.9 would not take effect until after the 12 months of 0% interest. After talking with supervisor she said it didnt matter that amount was paid off and still had to pay the APR remaining of $74 and I old me to wait until the next bill to see if amount adjusted. There was no adjustment, instead there was a daily APR charge bringing it up to $172 after 2 weeks. I called to correct issue and they refused to assist telling me I had to pay whatever charges show up. Once I paid off amount they refused to o close my account as requested stating they had a policy they had to wait at least 30 days.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her concern regarding the terms for her loan. 
  
  Affirm records indicate that **************** loan 1I0B-ZZG3 processed on January 23, 2024 in the amount of $1,285.14 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $125.28 on the 23rd of each month. 
  
  Ms. **** made 5 of her monthly payments in the amount of $125.28 from February 15, 2024 through June 15, 2024. Additional payments of $150.00 and  $508.74 were made on July 21, 2024 and August 16, 2024, respectively. 
  
  On August 16, 2024, Ms. **** called in to Affirms ************* line and stated that she had made her final payment but she saw a remaining balance on the loan. The Affirm ************* agent explained to Ms. **** that this was because her loan had accrued interest. Ms. **** stated that she had called a few months previously and that she had been told that her loan would be non-interest bearing for the first 12 months. 
  
  The ************* agent transferred Ms. **** to a supervisor who apologized for any misinformation and confirmed that interest accrues daily. 
  
  This was additionally outlined within the Truth-in-Lending Agreement that Ms. **** electronically signed at checkout in Section 5. Interest, which states that: You will pay interest at a yearly rate of *****% APR. This is a simple interest loan, which means that interest accrues daily on the unpaid principal balance, up to the amount of the Finance Charge, until you pay the loan in full.
  
  Ms. **** stated that she had been told otherwise, however, Affirm cannot locate any calls made to Affirm by Ms. **** prior to the August 16, 2024 call. Ms. **** called in again on August 30, 2024 and asked that the remaining balance be removed as she was told she wouldnt have to pay interest. The ************* supervisor again informed her that she was required to pay the interest. 
  
  On August 30, 2024, Ms. **** made a payment of $168.11, which settled her loan. Affirm has attached a copy of Ms. ***** Truth-in-Lending Agreement to this response for her review. 
  
  As a result of this investigation, Affirm has determined that Ms. **** was accurately charged for her interest as agreed-upon when she accepted the loan terms. 
  
  If Ms. **** wishes to close her Affirm account, she will need to wait until 30 days has passed since her final payment. For more information, Ms. **** can visit Affirms *********** at ******************************************************************
  
  In the event that Ms. **** has any further questions, we encourage her to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never received item from merchant and affirm took a down-payment of ***** from me. Affirm decided that it didn't have sufficient evidence even after I sent them emails documenting the merchants disregard for my missing item. They have since ignored my emails for help and keep sending me bills.

  

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity in responding to Mr. ********* BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan he disputed with a merchant.
  
  Affirm's records indicate that on June 30, 2024, loan 0HKO-EDCX processed with the merchant, Manlytshirt for $75.69 with loan terms of 0% Annual Percentage, Rate (APR), down payment of $25.24 and three bi-weekly payments of $25.23.
  
  On July 12, 2024, Mr. ******* initiated a dispute with the merchant and requested for the loan to be refunded. Regrettably, the dispute was close *** July 28, 2024 and Affirm sent him an email advising that insufficient evidence was received confirming a refund.
  
  On August 30, 2024, he contacted Affirm refuting the decision. Affirm sent him an email on September 2, 2024, asking him to provide any evidence confirming a refund is owed.
  
  Please note, Affirm simply manages the financing of Mr. ********* purchase. Order fulfillment, including refunds and cancellations, is the responsibility of the merchant. Affirms dispute process ultimately relies on the nature of the merchant's policies. Affirm is only able to provide any applicable refunds once applied by the merchant. We encourage for him to contact the merchant directly with regards to any refunds that may be owed towards loan 0HKO-EDCX.
  
  If Mr. ******* has any evidence confirming a refund, we ask for him to forward this to Affirm by sending an email to *****************************************************************.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. A customer wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If their payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. 
  
  In the event that Mr. ******* has any additional questions, we ask for him to contact Affirm directly via **********************************************************.
  
  

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22217114
  
  I am rejecting this response because: The email activity to the merchant was already supplied in the original complaint to affirm. Affirm wants to protect their Support of chinese run businesses that rip off american customers. Every time i contact them they just keep asking for the same information or tell me that they can't find my case. They will not receive any more money from me . 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal, which states his concern regarding a refund on his loan for a product he did not receive.
  
  As Affirm confirmed in the initial response to Mr. ******** complaint, the merchant dispute was closed in the merchants favor on July 28, 2024 as Affirm did not receive sufficient evidence to support his claim that he did not receive the product and a refund was due. The evidence supplied by Mr. ******* reflected his communication with the merchant, where the merchant states that the order was delivered. The communications show the tracking number for the order but did not specify the carrier in order to verify the shipping status. Mr. ******* was encouraged to send additional evidence on September 2, 2024. He followed up with Affirm on September 13, 2024 and maintained that he provided evidence to Affirm.
  
  We encourage Mr. ******* to send documentation confirming that the product was not received and that a refund is due on the loan. He can forward this evidence to Affirm by sending an email to *****************************************************************.
  
  Upon receipt of this information, we will investigate his claim further. Until either the merchant issues a refund or Affirm is able to determine that a refund is due, Mr. ******* remains responsible for the repayment of this loan.
  
  Affirm is happy to address any questions or concerns he may have. He can contact Affirm at any time at **********************************************************.