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:05/26/2024

  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 plane tickets several months in advance from when I was to travel out of town with my family and I used the pay overtime option with Affirm. Well, several months after I had already made a few payments I get notification that my flights (6 total) were canceled. So, I reached out to affirm to see what was going on and they stated that I would first have to contact the booking agency which was Priceline. Long story short Priceline looked into the cancelation and issued a full refund and I have confirmed that with them several times now. Affirm applied a partial refund off 466 dollars claiming that was the amount they received from Priceline. They applied that amount to the original loan amount and still charged me for the rest. I tried to reach out to affirm customer service several times about why I'm still being charged for flights that I'm not receiving and that has been canceled (by the vendor and not myself) and I have been denied a reasonable explanation or even the courtesy to not be hung up on several times by their team members. Till this date I have paid around 550 dollars (approximately half of what the flights cost at the time), and they are still charging me for a service that I did not receive. They are not even willing to stop payment until they can find out what happened instead just stating that its outside the 60-day window to file a complaint. This is not a return of goods complaint so the circumstances should warrant a different resolution criterion.

  

  Business Response

  Date: 06/11/2024

  Thank you for the opportunity to respond to ***************************** BBB complaint. Affirm has reviewed ***************************** complaint, which states his concerns with the refund amount applied to his purchase, that was obtained with an Affirm loan.
  
  Affirms records indicate that loan KCUI-W2VG was processed for $1,174.86 on December 1, 2023, for a purchase with Priceline. The agreed upon repayment terms of the loan are 12 installments of $110.66 at an APR of *****% with payment due on the 1st of each month.
  
  It is important to note that Affirm strictly manages the financial portion of the purchase. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. Affirm pays the merchant up front and in full for the purchase and upon confirming the loan ***************************** agreed to repay Affirm as outlined in his Truth in Lending Agreement. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  On April 1, 2024, the merchant applied a partial refund amount of $466.86 towards loan KCUI-W2VG. This amount was applied to the principal balance of the loan. To date, Affirm has not received additional refunds towards loan KCUI-W2VG.
  
  
  On April 18, 2024, ***************************** contacted Affirm by phone and inquired about the remaining balance of the loan. The assisting Affirm agent confirmed the partial refund issued, remaining balance and encouraged ***************************** to contact the merchant directly regarding the refund amount they had applied. The assisting agent also advised ***************************** could send documentation for Affirms review.
  
  On May 3, 2024, Affirm received contact from ***************************** via the Affirm ************ ***************************** provided his trip itinerary for the purchase, indicating that the trip had been canceled. This documentation did not notate the refund amount that the merchant applied to the Affirm loan. Affirm followed up with ***************************** on May 4, 2024, and confirmed his case was being forwarded for review. On the same day, another message was sent to ************** informed him that the loan was outside Affirms 60 day dispute window.
  
  On May 10, 2024, an additional message was sent to ***************************** again noting that the loan was outside of Affirms dispute window and encouraged work with the merchant with regard to the refund amount applied to the loan. On May 10, 2024, ***************************** contacted Affirm by phone and was connected with an Affirm supervisor. The supervisor confirmed that a full refund had not been applied to the loan. This call was then abruptly disconnected. Affirm would like to apologize for any inconvenience or frustration caused by this. Moving forward, the Affirm agent ***************************** spoke with will receive coaching to ensure they are able to adequately support Affirm customers.
  
  At this time, ********************** must encourage ***************************** to work with the merchant directly regarding the refund amount applied to his Affirm loan. Again, if the merchant provided additional refunds towards the loan, Affirm will credit the balance for that amount. Additionally, if ***************************** has additional documentation specifically indicating that additional refunds are due, he is encouraged to submit it for Affirms review by emailing ***************************************.
  
  In the event that ***************************** has any further questions, we encourage you to reach out to Affirm via email.

• Initial Complaint

  Date:05/26/2024

  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 2 e-gift cards from Affirm on 1 /27/ 2024 for $100.00 each. On 1/29/2024 I purchased another $100.00 e-gift card. I've enclosed a copy of the cards. Please note that the link sent to me for card # ******************* was purchased by someone else on 1/7/24. I would like my 3rd card. This has been on going for to long

  

  Business Response

  Date: 06/11/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed her complaint which states her concern around her 3 Affirm Gift Cards.  
  
  Affirm has located 3 loans that are in reference to her gift cards. All three loans are for $100.00 and with Texas Roadhouse. 
  
  Affirm's records indicate that loan CRVE-ERG8 was processed on January 26, 2024. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $18.22 due on the 126th of each month. This loan has been paid in full and has no further payments due. 
  
  Affirm's records indicate that loan LFTG-XQPB was processed on January 26, 2024. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $18.22 due on the 26th of each month. This loan has been paid in full and has no further payments due. 
  
  Affirm's records indicate that loan LEJC-6C0P was processed on January 29, 2024. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $18.22 due on the 29th of each month. The next payment due for this loan shows on June 29, 2024, for $18.22. 
  
  Affirm has received multiple requests from **************. She has contacted Affirm about these loans and the gift cards not being accessible on March 3rd, and March 16th, 2024. Affirm has sent her the link sot her cards ending in *3427 and *3471 on February 21st, March 3rd, March 16th, May 21st, and May 25th, 2024. 
  We understand that she claims that the card ending in *3471 is under a different name. We have requested that the team who handles gift card concerns, review this request for all three cards and we have specifically advised them that the card ending in *3471 is under a different email. 
  
  We kindly ask ************** to confirm that she has been able to access all cards except that ending in 3471. We ask her to please advise for each card (*4501, *3471, and *3427), the status of the card on her end. This will help us better serve her request. 
  
  If she can kindly respond by email Affirm at *************************************** and reference case number, ********. Please include 
  
  In the meantime, we are working on this concern further and will respond directly to her once we have further information.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via **********************************************************.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21762562
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/19/2024

  Good day.

  I have sent you the information that I  received from the 15th person I  spoke with  at Affirm. At this points I would like my $100.00 and to never do business with Affirm again. I've never  had to deal with a company like this ever.

  Best regards 

  ***********************;

  

  Business Response

  Date: 06/26/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal. Affirm has reviewed ****************** rebuttal, which states her concerns with her Affirm Gift Card purchase.
  
  Affirm would like to apologize to ************** for the delays encountered in resolving her concern. At this time ****************** case is still under review by a specialized team.
  
  Affirm will be providing updates to ************** via secure message within her Affirm account as they become available.
  
  Affirm would like to thank ************** for her continued patience as our team works to resolve this issue.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via email.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21762562
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/26/2024

  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 used Affirm to purchase a product and hated it and returned it. I was recently refunded my purchase by the company but I'm stuck with an outstanding "financing" balance with Affirm for a product I no longer have. When a customer returns a product and the company refunds it through Affirm then that balance should return to ZERO. I shouldnt be paying over 100 dollars for something i returned and Affirm is just pocketing. Finance what? Air? This is absolutely ridiculous. They are predatory. If they provide the payments and the product is kept fine. Charge it. If returned...zero it out. Seems simple enough.

  

  Business Response

  Date: 06/11/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her request to receive a full refund for her purchase, obtained with an Affirm loan. 
  
  Affirms records indicate that loan PMJK-DMDS was processed with Pop on Veneers on March 4, 2024, for $594.80. The agreed upon repayment terms of the loan are 12 installments of $58.75 at an APR of *****% with payment due on the 4th of each month. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. On May 7, 2024, a partial refund in the amount of $355.80 was applied to loan PMJK-DMDS. This amount was credited to the principal balance of the loan. As noted above, the loan processed for $594.80. Affirm has not received additional refunds towards loan PMJK-DMDS at this time. 
  
  If ************** believes that the loan is due additional refund, she is encouraged to contact the merchant directly regarding the refund amount that was applied to her loan. If ************** has evidence indicating that a full refund should be applied to the loan, she is encouraged to submit it for Affirms review by emailing *************************************** 
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via **********************************************************.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21762044
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 13, 2021, I used Affirm to finance the purchase of the following items from CJ Pony Parts: a front pony emblem ($63.17), a rear pony emblem ($63.18), and two 2.3T emblems ($26.32 each = $52.64), totaling $179.45. I made a payment of $93.00 towards this purchase. The same day, CJ Pony Parts informed me via email that the front and rear emblems were out of stock and that they would refund the difference to Affirm. Despite this communication and assurance from both CJ Pony Parts and Affirm that the issue would be resolved, the following problems arose: The refund for the out-of-stock items was never processed, resulting in an overpayment on my part. Affirm erroneously sent my account to collections, claiming that I had defaulted on my payments. This action was taken despite the fact that they owed me money for the overpayment. The collections action negatively impacted my credit score. Affirm reported false information to a collection agency, which has been reflected in my credit report, causing significant financial and reputational damage. Due to this erroneous collections record, I have been blacklisted from using Affirms services, even though I have successfully paid off two other purchases through their platform. It is not my fault that the merchant they allowed to sell on their platform did not have the merchandise they had listed for sell on their website. If this is not resolved soon I will contact the *****

  

  Business Response

  Date: 06/10/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which involves his concern that his loan is being reported inaccurately reported to the credit report. 
  
  Affirm records indicate that ****************' CJPonyParts.com loan (ID ********** was processed on August 13, 2021 in the amount of $189.73. **************** agreed to make 12 monthly installment payments of $18.35 and the loan APR is *****%. On December 2, 2021, the merchant issued a partial refund of $126.34 towards your loan balance. No payments have been made towards the loan to date and the loan payments became more than 120 days overdue. As a result, the loan. was charged off on January 12, 2022 to Affirm's third party collections partner, TrueAccord. **************** may contact TrueAccord directly to make payments towards the loan by calling **************. 
  
  **************** contacted Affirm on October 13, 2021 to report that several items in his order were out-of-stock, and he expected to receive a partial refund for the unfulfilled items. A request for additional information was sent to ****************. **************** provided documentation of his correspondence with the merchant regarding the items that were out of stock and his expected refund. On October 21, 2021, an official merchant dispute was initiated to investigate ****************' concern further. 
  
  When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation. On November 13, 2021, a member of Affirm's ************* team requested additional information from ****************. On November 18, 2021, **************** provided his order invoice and advised which items he had not received. On December 2, 2021, the dispute involving ****************' loan was resolved in favor of the merchant as a partial refund of $126.34 had been issued towards his loan for the unfulfilled items. **************** was advised that he would remain responsible for the remaining balance of the loan. 
  
  At this time, Affirm has confirmed that ****************' loan is no longer being reported to the credit bureaus due to the length of the dispute claim, as he was unable to make any loan payments while his claim was being investigated. Additionally, Affirm has taken steps to ensure that the payment history associated with loan  4ZZA-RVLW does not impact his ability to finance with Affirm in the future. 
  
  Please note, **************** will remain responsible for the balance of his loan as only a partial refund was confirmed by the merchant for the items in his order that were not delivered. The remaining balance reflects the delivered items in ****************' order, as well as accrued interest. **************** may contact TrueAccord as outlined above to make payments towards the loan.
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21761917
  
  I am rejecting this response because:
  
  The items purchased through your platform weren't even available to buy so the loan amount was invalid. I refuse to pay interest on items I never received based on a loan amount that was established on the trust that your vendor had the items they were selling on your platform. Thats fraud. I am not paying interest on items I never received. Your vendor needs to be responsible for that. Also, you did not reinstate buying power on my account. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/17/2024

  Thank you for the opportunity to respond to ****************' BBB rebuttal which involves his concern that he is responsible for the interest associated with his loan despite the merchants failure to fulfill most of the items in his order. 
  
  Affirm has issued a credit to ****************' loan in the amount of $30.46 to ensure that he is not responsible for the interest associated with his purchase as a courtesy. Affirm has requested that the loan be recalled from TrueAccord, Affirms third party collections partner. Once the loan is recalled, **************** may contact Affirm directly to make payments towards the loan. Affirm will follow up with **************** directly once this has been updated. 
  
  As noted in Affirms previous response, Affirm has taken steps to ensure that the payment history associated with loan  4ZZA-RVLW does not impact his ability to finance with Affirm in the future. 
  
  Please note, this does not guarantee approval. As each loan application is considered separately, Mr. ************ must go through the application process to determine what loan options are available to him at checkout.
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out to ***********************************************************

• Initial Complaint

  Date:05/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/10/2024

  Thank you for the opportunity to respond to Mrs. ******* BBB complaint. Affirm has reviewed her complaint which claims her concern that she has loans not reporting correctly. 
  
  Affirm has located 3 loans in question: S6L3-MEET, F3IB-PT2Z and 9JMG-PGD2. 
  
  Affirm's records indicate that loan S6L3-MEET was processed on August 21, 2023, for a purchase with the merchant, *********** Airlines, in the amount of $965.54. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $95.10 due on the 21st of each month.
  
  Affirm's records indicate that loan F3IB-PT2Z was processed on May 24, 2023, for a purchase with the merchant, Hotels.com, in the amount of $1,200.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $120.54 due on the 24th of each month.
  
  The above two loans charged off due to not receiving payments for 120 days. The loans charged off to Affirm on April 20th and February 22, 2024. In order to make payments you may call Affirm and an agent will be happy to help you make the payment. Both loans have had payments made to collections on May 7, 2024, for $426.00, and May 14th, 2024, for $426.00 (loan S6L3-MEET) and on May 18, 2024, for $759.00 (loan F3IB-PT2Z). Both loans are considered settled in full. 
  
  Affirm's records indicate that loan 9JMG-PGD2 was processed on October 25, 2023, for a purchase with the merchant, Mattress Firm, in the amount of $1,490.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $149.68 due on the 25th of each month. This loan also did not receive payments for 120 days and was charged off. The loan charged off to Affirms third party collections agency, TrueAccord on March 25, 2024. TrueAccord can be reached at ************** for any questions or to schedule payments. This loan has received no collections payments. 
  
  In accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated.
  
  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 her request to remove credit reporting for loan S6L3-MEET, F3IB-PT2Z, 9JMG-PGD2,  and 9237-MG94.
  
  Affirm has not received direct contact from her on this concern, however, we did receive 3 FCRA disputes for loans, F3IB-PT2Z, S6L3-MEET and 9JMG-PGD2 on May 26, 2024. After investigation, we found the loan to be reporting accurately in each dispute. 
  
  Affirm also escalated a request on June 10, 2024, for our Account Safety team to review your claim that you are not responsible for this debt. After review they have requested that she please complete Affirms Webform which serves as an affidavit. Once completed they will be in direct contact with her. 
  
  In the event that she has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:05/25/2024

  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 have a complaint about Affirm credit card company . I registered thru them for a nutrition seminar that is monthly . But the company mind body green has not given me the link to the coarse . I can not listen to the speakers . It is a waist of my money . I want affirm to stop billing me

  

  Business Response

  Date: 06/10/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that she did not receive the services associated with her Affirm loan.
  
  Affirm records indicate that ******************** MINDBODYGREEN LLC loan (ID ********** was processed on January 18, 2024 in the amount of $2,499.00. **************** agreed to make 36 monthly installment payments of $108.07 and the loan APR is *****%. To date, **************** has made one payment of $108.07 towards the loan to date. The loan is currently overdue for payments due on March 18, 2024; April 18, 2024 and May 18, 2024. 
  
  **************** contacted Affirm on March 24, 2024 to report that she had not receive the services associated with her loan. The responding Affirm agent advised **************** that she could attempt to initiate a merchant dispute claim via Affirm's ************ but as her loan was processed more than 60-days ago, a dispute was not guaranteed to be opened. **************** then contacted Affirm several times between April 11, 2024 and April 27, 2024 to request an update regarding her claim. **************** was advised that Affirm was unable to assist further as she had contacted Affirm outside of the 60 days dispute window. 
  
  Affirm would like to apologize for any frustration that this process has caused. Please note, per Affirms merchant dispute policy, the customer must report an issue to ********************** within 60 days of the loan being processed. As ****************** loan was processed on January 18, 2024, she did not reach out to Affirm within the 60 day period for an official dispute to be opened. However, as **************** did not receive the services associated with her product, Affirm is able to investigate her claim further as a courtesy. 
  
  On June 10, 2024, Affirm reached out to both **************** and the merchant to request additional information related to her claim that no services were provided for her order. At this time, **************** is encouraged to reply directly to the message sent via Affirm's Secure Messaging Portal to provide documentation to support her claim. Once an update is received from the merchant, Affirm will follow up with **************** directly. 
  
  Please note, as an official dispute is not able to be initiated, **************** will remain responsible for the loan in her name unless the merchant confirms that a refund is due towards her loan. 
  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly via email at ***************************************. 
  
  

• Initial Complaint

  Date:05/24/2024

  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 will not give me my money back when I paid $51.53. It is a third-party payment distributor it is not my fault that the main company I was going through would not take my debit card so I used a firm to pay from the item So I will never use affirm again

  

  Business Response

  Date: 06/05/2024

  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 order. 
  
  
  Affirm records indicate that Ms. ***** ************* loan NRI8-JZAM processed on May 20, 2024 in the amount of $51.35 with *****% APR. The agreed-upon repayment terms were for 3 monthly payments of $17.52 on the 20th of each month. A payment of $51.35 was made on May 20, 2024, which settled the loan in full. 
  
  
  On May 24, 2024, ************ reached out and stated that she was due a refund from the merchant, who had instructed her to call Affirm. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are the responsibility of and subject to the policies of the merchant. The Affirm ******** Care agent informed ************ that she would need to speak to the merchant again to have them issue the refund. 
  
  
  An official dispute was opened on May 24, 2024, as ************ stated that she had already talked to the merchant, who only pointed her back to Affirm. When an official dispute is opened, both the customer and merchant are given 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  
  On June 5, 2024, Affirm resolved the dispute in Ms. ***** favor. ************ received a follow up email informing her of this outcome and her payment of $51.35 was refunded back to her original payment method. Affirm asks that ************ please allow 3-5 business days for these funds to be processed back to her bank account. 
  
  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  Date:05/24/2024

  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.

  Date of Credit Approval: 9/14/2023 Date of Card Decline: 11/06/2023 Name of Business: Affirm.com Nature of Dispute: Refund Business Contacted: Yes Business Resolved: No Account ********************** loan (ID: **********

  

  Business Response

  Date: 06/06/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding the double charge for his reservation with ******. 
  
  
  Affirm records indicate that Mr. ****** ************* loan LMEC-8LIS processed on September 14, 2023 in the amount of $501.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $50.33 on the 14th of each month. 
  
  
  Mr. ****** Affirm Card transactions show three transactions with Hitlon. The first transaction was made on September 11, 2023 in the amount of $500.11 and was successfully converted into loan LMEC-8LIS. The second transaction was made on November 2, 2023 in the amount of $501.00 and was declined. The third and final transaction was made on November 2, 2023, as well, for $543.88 and was converted successfully into loan X9EU-CVSI. 
  
  
  On November 1, 2023, ************** had reached out to Affirm and indicated that his original transaction with the merchant made on September 11, 2023 was declined and he would have to make another transaction for the purchase. Affirm provided ************** with guidance on how to convert his second transaction into a loan with his Affirm Card and advised him that he only had 24 hours to convert the transaction. 
  
  
  ************** followed up with Affirm on February 1, 2024 and stated that he had not been refunded for the double charge with ******. Affirm informed ************** on February 9, 2024; February 20, 2024; February 27, 2024; May 7, 2024; and May 27, 2024 that the transaction is more than 120 days old and therefore cannot be disputed. 
  
  
  Although ************** has provided documentation from ****** stating that there was a declined transaction made with Mr. ****** Affirm Card, as stated above there were 3 transactions made with ****** on Mr. ****** card and the second one was declined but the first one made on September 11, 2023 was successfully authorized. 
  
  
  As a result, Affirm has determined that ************** is not due a refund. Affirm encourages ************** to continue working directly with the merchant toward a refund. 
  
  
  In the event that ************** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21758148
  
  I am rejecting this response because:  the circumstances surrounding my request for a refund were clearly communicated and established by substantiating documentation.  As indicated in the timeline provided, I did not apply for a third loan for Hilton, and there was no reference of a third transaction in their communication, neither written nor verbal; however, I have asked Affirm repeatedly to provide me with proof of successful payment / conversion for the initial Hilton loan that can be used in my efforts to communicate with ******.  They have not honored this request, to date.  The "120-day" rule is null and is being used as an excuse to cheat a customer who has completed all necessary steps with the information provided, not to mention their acknowledgement of the fact that they have all that is needed to process my refund.  There has been zero transparency on their behalf throughout this entire process and I aim to alert the media to warn other unsuspecting victims of their uncanny business practice if this cannot be resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to respond to Mr. ****** BBB rebuttal, which involves his concerns regarding the double charge for his reservation with ******.
  
  As stated in Affirms previous response, Affirm records indicate that there were 3 transactions made with ****** on Mr. ****** Affirm Card.  The first transaction was made on September 11, 2023 in the amount of $500.11 and was successfully converted into loan LMEC-8LIS. The second transaction was made on November 2, 2023 in the amount of $501.00 and was declined. The third and final transaction was made on November 2, 2023, as well, for $543.88 and was converted successfully into loan X9EU-CVSI. ************** may log into his Affirm account through the app to view his transaction history for his Affirm Card at any time. 
  
  Due to the age of these transactions, Affirm is unable to initiate a dispute of the charges. Disputes must be initiated within 120 days of the transaction being processed. This guideline is enforced by Affirms payment processor. We apologize for any inconvenience that this may cause. 
  
  Affirm encourages ************** to continue working directly with the merchant to determine if a refund is due for a duplicate charge. For Mr. ****** convenience, the Truth in Lending disclosure, as well as the loan verification document has been attached to this response. 
  
  In the event that ************** has any further questions or concerns, we encourage him to reach out directly via email via ***************************************. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21758148
  
  I am rejecting this response because there is new information provided by Affirm that requires further investigation and coordination with the merchant.  Additional information from Affirm may be needed to resolve this complaint; therefore, I request this case remain open for 15 business days to allow time for the merchant to reconcile their records and perhaps substantiate the information Affirm has provided in reference to a "third" transaction.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/24/2024

  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.

  Loan ID: ********* ************ Ultimate Ears, issued a refund on April 5, 2024. Affirm took 18 days to change/process the refund by check. Affirm claims that I should allow 30 days to receive the check through the mail. It is now past the 30-day shipping period. I have been in contact multiple times and am not making any traction over the phone. It has been nearly 2 months since Ultimate Ears processed my refund, and Affirm is hoarding my money. I want to know where my money is, if they are going to be paying me interest that I could be earning on these funds, and when am I going to get the money?Case ID: ******** for the escalated check refund.

  

  Business Response

  Date: 06/07/2024

  Thank you for the opportunity in responding to ****************' BBB Complaint. Affirm has reviewed his complaint which states his frustration with a refund by check for loan ZLXD-5CE3.
  
  Affirm's records indicate that loan ZLXD-5CE3 was processed for a purchase with Ultimate Ears in the amount of $387.72 with a 0% APR to be paid over 3 biweekly installments payments of $96.93. The loan required a downpayment of $96.93 which was paid on November 29, 2022. The loan received timely payments and was paid off on January 11, 2023. 
  
  On April 05, 2024 the loan received a refund of $387.72 however due to the age of the loan, the refund had to be issued via check. 
  
  On April 23, 2024, Affirm informed him that the refund check had been sent and that it would take up to 2 weeks for the check to arrive at his address on file.
  
  On May 24, 2024, **************** reached out and informed the team that he had not received the refund check. The agent assisting him on that day reached out to the accounting team on his behalf on the same day.
  
  On May 28, 2024 the ************* team advised him that a new check would be sent to him 7-10 business days. 
  
  If ************** does not receive his refund check in this timeframe, Affirm asks that he reach out to them directly by emailing *************************************** and referencing case ID: ********
  
  Affirm thanks him for his patience with this matter. In the event that he has any additional questions, Affirm encourages him to contact Affirm directly via email.

• Initial Complaint

  Date:05/24/2024

  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 received an offer in the App for $100 off a booing for Priceline if the purchase was over $600 and paid through Affirm. The fine print said I would receive $100 one of the payments as part of the payment plan. I followed the steps outlined and booked the car on 5/2. I did not receive the $100 off. When I called Affirm they didnt understand what I was asking and said I had to call Priceline this had nothing to do with Affirm. When I called Priceline they said they had nothing to do with it and I had to call Affirm. When I called Affirm back they still said they had nothing to do with it, they didnt understand and asked me to send them an email with the offer. I did and never heard back. Its frustrating that you are offering a discount in your app but wont standby the offer and your customer service isnt equipped to help. Im still waiting to hear about the $100 off.

  

  Business Response

  Date: 06/07/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concerns with an Affirm promotion. 
  
  
  Affirms records indicate that loan RLSL-GKLI was processed on May 6, 2024, for a purchase with Priceline. The repayment terms of the loan are 3 installments of $223.76 at an APR of 9.99% with payment due on the 6th of each month. 
  
  ************ contacted Affirm via Affirms *********** on April 30, 2024 and asked for instruction on how to use her promotional credit with Priceline. Affirm followed up on the same day and provided instructions on how to activate the promotion. 
  
  However, Affirm has since received additional communication from ************ where she has confirmed that she followed all steps to receive the promotion, yet it was still not applied to her loan. 
  
  Affirm would like to apologize for any inconvenience or frustration caused by this. Upon the receipt of this complaint, Affirm has issued a service credit in the amount of $100.00 to loan RLSL-GKLI. ************ can confirm this by logging into her account and reviewing the loan details and remaining balance. 
  
  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm via ****************************************************.