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:05/07/2024

  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 seen this account on my credit report and reached out to them because its unfamiliar .I have not received a response. While they are not required under federal law to respond, 15 U.S.C 1681 section 602 A. States I have the right to privacy and 15 U.S.C 1681 Section 604 A Section 2 states a consumer reporting agency cannot furnish a account without my written instructions . if Affirm don't respond with proper validation then they are required to cease all reporting. Ive reached out to Affirm as well as the credit bureaus to verify this account because my data was compromised a while back. My requests have been ignored and i believe it's because I am not liable for this debt. take this off my report

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity in responding to **************' BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indicate that on December 9, 2022, ************** obtained loan YL53-C4O6 with the merchant, Walmart.com for $483.36. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $46.73.
  
  Between the dates of January 13 and July 24, 2023, she completed seven payments. The loan charged off on December 8, *****, due to having a past due balance for more than 120 days. On January 23, 2024, the loan was settled with Affirm's partnered, third-party debt collector, MRS.
  
  On February 9 and April 10, 2024, Affirm received **** disputes where ************** claimed her credit report was inaccurate. Affirm reviewed and closed each dispute after confirming the information being reported to the credit bureaus was accurate.
  
  Upon review of **************' BBB complaint, Affirm found no prior contact from her regarding her unauthorized activity claim. If she believes the loan and/or account was opened without her authorization, 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 ************** of the outcome within 30 days. To do so, she may visit the following link: ******************************************************************************.
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). **************' complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. She also states that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of her credit report. When she accepted Affirms Terms of Use and Privacy Policy and submitted her credit application, she consented to having her credit report pulled. ************** can view Affirm's Terms of Service that can be found here: **************************************.
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus 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 the Loan Agreement which she consented to and approved when she obtained an Affirm loan.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************' request to remove credit reporting for loan YL53-C4O6.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any further questions, we ask that she reaches out to Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:05/07/2024

  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.

  Paid off both loans at the end of February. And it is still showing potentially negative on credit report. Affirm keeps giving me the run around and not updating to the credit bureaus that this account is paid off and should return to positive.

  

  Business Response

  Date: 05/23/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed the complaint which states that her loans have been paid off but are still reporting negatively to the credit bureau. 
  
  Affirm's records indicate that loan CKKR-6OKM was processed on September 12, 2023, for a purchase with the merchant, Fashionphile, in the amount of $563.93. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $169.46 due on the 12th of each month.
  
  Looking at her Affirm account, this Fashionphile loan became delinquent because she did not satisfy the payment due on October 12, 2023, until November 16, 2023, and became more than 30 days overdue.
  
  Loan 91OW-FZR4 was processed on August 15, 2023, for a purchase with the merchant, Shiekh Shoes, in the amount of $265.06. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $41.59 due on the 15th of each month.
  
  Looking at her Affirm account, this Shiekh Shoes loan became delinquent because she did not satisfy the payment due on December 15, 2023, until January 24, 2024, and became more than 30 days overdue.
  
  She contacted Affirm on this through Affirms chat service on May 7, 2024, and explained to the Affirm agent that she had made the final payment to the loans, but her loans were still reflecting negatively on her credit report. The Affirm agent explained to her that we could not change the reporting unless there was an error. She was advised of this again via a secure message on May 8, 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. 
  
  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 loans CKKR-6OKM and 91OW-FZR4.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:05/07/2024

  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.

  I have been an active customer with this company for over 10 years.I recently had a change to my phone number and contacted customer service to make that change. The representative told me since my last name was also different, they had to change that information first and then my phone number. The representative asked me for my email so they could send me a link for verification. Since it was still connected to my old phone number, I would not verify. I then went in through their portal and was able to submit my drivers license and take a selfie as required. The system denied my verification. I have been in touch with company at least twice a week with no resolution.

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her frustration with updating the phone number on her Affirm account.
  
  **********************'s records indicate that on April 29, 2024, **************** contacted Affirm to update the phone number on her account. ********************** verified her phone number and sent her an email providing a secure link with instructions on completing her request.
  
  On April 30, 2024, **************** sent Affirm an email advising that she was unable to access the email sent to her.  On May 2, 2024, she called and inquired about updates to her request.
  
  On May 8, 2024, another email was sent providing another secure link to facilitate her request. The update was completed and a notification was sent to her confirming this.
  
  As ******************** phone number functions as her login credentials, extra security is put in place, such as ID submission, in order to prevent ID theft. Please know that the reason we require additional verification from her is because we take security and privacy very seriously. For this reason, we have measures in place to ensure her personal information is safe and secure. 
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 05/23/2024

  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:05/07/2024

  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.

  Purchased a large order of Funko Pop! Vinyl Collectibles through the ShopPay/Affirm platform from a merchant called FunkoBros LLC on January on January 29th, 2024. After receiving no order updates on the 2 separate orders I placed: Order # from the merchant I reached out to them for an update on tentative tracking or arrival. No response. I reached out via email on 3 separate occasions and received no contact back. One of the items, Order #***** even shows as "Completed" but no tracking information is displayed in from Merchant FunkoBros LLC either in their websites orders history and the package was never received. After teaching out to Affirm and disputing the purchase on March 23rd and providing evidence via screenshots and email contact requests with the Merchant FunkoBros LLC, Affirm sent me a dispute confirmation with a tentative follow up of up to 60 days. After 45 days I called the Affirm customer service asking for an update and they assured someone would call me back within 5-7 business days. After receiving no call back or email communication regarding my account I then called ********************** again today 05/07/2024 and was on the phone for over 30 minutes trying to ask about a resolution. The team member then informs me that sided with the merchant on the dispute as I didn't provide sufficient evidence (I provided emails I sent, screenshots from their app showing order confirmation and my payments but no tracking ever provided for either order and having received none of the products. Affirm never afvised me that the dispute was close or resolved in favor of the merchant, I received no call back from their customer service nor any emails or messages in my account portal on their platform. I then saw my account was updated as past due for payments missed even though they were on hold due to receiving no products I had paid for.

  

  Business Response

  Date: 05/23/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed the complaint which states that he did not get his order from the merchant and wants a refund. 
  
  Affirm's records indicate that loan 25MT-ECA1 was processed on January 30, 2024, for a purchase with the merchant, FunkoBros, in the amount of $34.82. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $34.82 due on the 30th of each month.
  
  ******************** requested to open a merchant dispute on March 23, 2024, due to not receiving the order from the merchant. On April 29, 2024,the dispute was closed in the merchants favor. ******************** was informed on May 7th and May 8th, 2024, that the reason for the dispute adjudication was that Affirm had not received substantial evidence to support his claim.
  
  On May 8, 2024, Affirm escalated his request to be further reviewed. As soon as our Resolutions Team has the opportunity to review, they will be in direct contact with him.
  
  He has opened another dispute on the loan as of May 21, 2024.This loan currently holds a disputed status. Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  
  Please note that Affirm manages the financing of the purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the order. Until the merchant refunds the loan, they are still responsible for repayment.
  
  In the event that he has any further questions or concerns,we encourage him to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:05/07/2024

  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 have paid the stated loan ammount total $460.00 for purchase in jan 24 and accnt says $383 still remaining - live assist absolutely no help i dont believe they even bothered to look at numbers or account just read off a script.

  

  Business Response

  Date: 05/23/2024

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which states her concerns with the remaining balance of an Affirm loan. 
  
  Affirms records indicate that the loan in question is 314X-M5FU. Loan 314X-M5FU was processed on January 12, 2024, for $367.39, for a purchase will ******** The repayment terms of the loan are 18 installments of $25.60 at an APR of *****% with payments due on 12th of each month. All payments have been received on time and the loan is in good standing. 
  
  Affirms records show that ********************** has made payments of $25.60 on the following dates: February 12, 2024, March 12, 2024, April 12, 2024, and May 12, 2024, for a total amount paid of $102.40. The remaining balance of the loan is currently $358.29. 
  ********************* notes in their complaint, they have submitted payments totallng $460.00 towards loan 314X-M5FU. However, this does not correspond with the information on Affirms end.
  
  
  If ********************** has any documentation indicating otherwise, Affirm encourages her to submit it for our review by emailing ***************************************. 
  
  For Ms. ********** reference the Truth in Lending Agreement and Loan Verification letter for loan 314X-M5FU have been attached to this response. ********************** can also review the payments made towards the loan by logging into her Affirm account, navigating to the manage tab, and selecting loan 314X-M5FU.
  
  Affirm hopes that this information is helpful. In the event that ********************** has any further questions, we encourage her to reach out to Affirm via **********************************************************.
  
  

• Initial Complaint

  Date:05/07/2024

  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.

  1. On March 18th, I purchased clothing from a website called MsDressly, which I now know to be a business many consumers do not trust (after looking at their Trustpilot reviews). I ordered two items which totaled $57.93. I utilized Affirm to pay for this purchase. Please see photo 1 attached, which shows the date of the order and the amount I paid. 2. On April 1st, the items arrived and neither of them was as pictured. They were cheaply made and were of very poor quality and very see-through. They were not to my liking at all. See photo 2 for a picture of one of the items. 3. That same day, I submitted a return request with MsDressly. Please refer to the attached photo of the return request. See photo 3 for a picture of the attempted return request. 4. For 6 days, I did not hear any word regarding the status of my return request. So, on April 9th, I filed a dispute against MsDressly with Affirm. See photo 4 for the Affirm dispute filing confirmation and my attempt to file a dispute with MsDressly on their website. See photo 5 for the second dispute attempt. On April 10th, I received an email from MsDressly stating that my return was approved. Their message said, No Need to Return the Item. Firstly, we want to let you know that there's no need to return the item you purchased. We understand that sometimes things dont work out, and we want to make this process as easy for you as possible. They then proceeded to say, Please allow us 5-10 working days to complete this. Rest assured, we are working diligently to ensure that your refund is processed promptly and you will receive a confirmation once it's done. See the attached PDF for the email from MsDressly. 6. After not receiving a refund from MsDressly, on April 28th, ***************************************************************************** 5-10 business days, I updated my dispute with Affirm informing them I had not received the refund. If a refund was processed, it would have been returned to my Affirm account. See photo 6 for the updated message to Affirm. 7. Affirm then responded, stating I should provide proof of a refund from MsDressly. However, I do not have this proof because MsDressly never refunded the item. If MsDressly had issued the refund, it would have been immediately reimbursed to Affirm, which should have then prompted Affirm to reimburse the $28.97 I had already paid from my loan. See photos 7, 8, and 9 for Affirm's response. 8. I then followed up with Affirm with a detailed explanation with proof of all of my interactions with MsDressly. 9. On 5/6, Affirm decided to close the dispute in favor of MsDressly, stating that the items were "unreturnable" and they did not find MsDressly to be in violation of it's policy. See photos 10 and 11. 10. If you look back at the attached pdf, you will notice that MsDressly clearly states that the item should not be returned but instead suggested I donate the items. They also stated that they would return the money (to my Affirm account) in 5-10 working business days. I never received this refund, nor was I allowed to return the items. 11. I am confused as to how Affirm can deem something unreturnable and therefore force me to pay the loan for that item when (1) the seller, MsDressly explicitly declined my return and offered a full refund. 2. The seller never provided this refund. 3. Affirm is fully aware the seller did not provide me with a refund (if they had issued a refund, it would have been refunded to my Affirm account), or allow me to return the item. 12. I am now left on the hook to pay a loan to Affirm, a company fully aware that MsDressly did not allow me to return the items, nor did they issue me the refund they approved (as evident by the charges still on my Affirm account). I would have liked to return the items and receive a full refund if that was an option, but MsDressly never provided this option. 13. A quick look at both Affirm.com and MsDressly's consumer ratings shows that neither company is a stranger to accusations of fraudulent practices. I believe that Affirm is facilitating the unscrupulous practices of MsDressly, rather than investigating them.

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to Folake Famules BBB complaint. Affirm has reviewed the complaint which states they have had an issue with a merchant not delivering the correct order and they need a refund. 
  
  Affirm's records indicate that loan BLQC-FDPH was processed on March 18, 2024, for a purchase with the merchant, MsDressly, in the amount of $57.93. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $14.48. 
  
  ************************* first reached out to Affirm through our chat service on April 9, 2024, and asked where they could send further evidence that they had. The Affirm agent advised ************************* that they could send their details to ***************************************. Affirm received their evidence the same day. On April 28, 2024, ************************* advised us again that they believed the order received was not what was actually ordered and wanted to dispute the loan. On May 1, 2024, Affirm opened a merchant dispute and requested further evidence from them. 
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  
  They replied on May 1, 2024, and sent further details about the concern. On May 6, 2024, Affirm closed the dispute in the merchant's favor due to not receiving evidence that a refund was due to the loan. We informed ************************* of this the same day. ************************* replied on May 6th and May 7th, 2024, advising that this was not correct and that they had not received the refund even though it was advised to them that it would be processed by the merchant.
  
  As of May 21, 2024, Affirm was reinvestigating the claim. Our Resolutions Team contacted ************************* on May 21, 2024, and informed them that the dispute was reviewed again, and we found the claim in their favor. A refund of $14.48 has been processed back to their card ending in *0948. They will see this reflect within the account in 310 business days. 
  
  In the event that you have any further questions or concerns, we encourage you to reach out to Affirm via **********************************************************.

  Customer Answer

  Date: 05/22/2024

  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:05/06/2024

  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 /shop pay for a purchase that ended up being defective and I was told that store policy states I cannot return so therefor they wouldnt enact their own policy that says they refund defective purchases

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to *************************************** BBB complaint. Affirm has reviewed *************************************** complaint, which involves her concern that she has not received a refund for a defective item. 
  
  Affirm records indicate that *************************************** VESTIGE loan (ID ********** was processed on October 16, 2023 in the amount of $426.17. *********************************** agreed to make 3 monthly installment payments of $86.68 as well as a down payment of $180.98. The loan APR is 35.98%. 
  
  On December 5, 2023, *********************************** contacted Affirm to report an issue with her VESTIGE order. As a result, a merchant dispute investigation was initiated to investigate her claim further on December 6, 2023. Once a dispute has officially been opened, both customers and merchants have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome. 
  
  During the dispute process, the merchant advised that *************************************** item was not defective, and that she had received all of the items in her order. Additionally, the merchant advised that they did not accept returns outside of the five-day window, but offered *********************************** the option of store credit as a courtesy. The merchant advised that *********************************** did not accept this resolution. 
  
  As a result, the dispute involving *************************************** loan was resolved in favor of the merchant on December 22, 2023. At this time, *********************************** was advised that she would remain responsible for the balance of the loan in her name. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  At this time, *********************************** is encouraged to work with the merchant directly to determine if any further resolution can be reached at this time. 
  
  In the event *********************************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21674235
  
  I am rejecting this response because:

  affirm has been notified several times that the merchant refuses to respond to my emails. I have accepted an exchange several times through affirms complaint team and then told they do not have an exchange for me. 
  

  Furthermore, the merchant claims the item is not defective when the item clearly is. I have provided proof to the merchant, manufacturer, and affirm clearly showing the item is defective.

  i was also told by affirm that when an item is defective, they work with the merchant to get their customer a refund. I was told my case was closed because the merchant was not responsive.

  No evidence has been provided from the merchant that the item was meant to be the way it is. You can clearly see photos online that contradict their statements.

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

  

  Business Response

  Date: 05/28/2024

  Thank you for the opportunity to respond to *************************************** BBB rebuttal, which involves her concern that Affirm and the merchant have not assisted in resolving her issue regarding the product she received from the merchant. 
  
  Please note, as stated in Affirm's previous response, Affirm investigated *************************************** claims regarding her purchase during the merchant dispute process.  The dispute involving *************************************** loan was resolved in favor of the merchant on December 22, 2023, as Affirm received documentation from the merchant showing that they were working within their stated policies and procedures. At the time that the dispute was resolved,  *********************************** was advised that she would remain responsible for the balance of the loan in her name.
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  At this time, *********************************** is encouraged to work with the merchant directly to determine if any further resolution can be reached at this time.
  
  In the event *********************************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21674235
  
  I am rejecting this response because:

  As stated several times, the item is not as described and therefore does not fall under the merchants store policy.The merchant refuses to respond to me as stated multiple times as well and confirmed by the affirm help center. 
  

  I find it appalling that affirm does not protect their buyers who purchase faulty/not as described merchandise. 

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

• Initial Complaint

  Date:05/06/2024

  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 charge my debit account without my consent. I called them and asked them to return the money to my debit. They said they couldnt because I did not have an account with them. They charge me $231,90. The charges were made on February 7 of 3135 $50 and $35 and ***** and they made another charge on February 8 of $35 ***** and another charge on February 9 for ***** and *****. I called them and they gave me a case number. The case number is ********. They say they cannot return the money back to my debit because I dont have an account with them. Can you please help me and get my money back thank you.

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns that payment were made from her payment to Affirm without her authorization.
  
  As ****************** does not have an Affirm account, ********************** has been unable to locate the charges in question. In this event, Affirm encourages ****************** to contact her financial institution in order to file chargeback disputes against the payments.
  
  This will allow Affirm to properly investigate the claim and ensure an appropriate resolution for the matter.
  
  
  Additionally,, Affirm also recommends that ****************** review any recent purchases she may have made and verify if she may have given someone you know permission to use your payment instrument. If this is not the case, then Affirm will assess her chargeback dispute accordingly.
  
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21673750
  
  I am rejecting this response because: I did not make this charge.I dont even have an account with the Affim.I did try to call my *********** They could not defer  the account because its been over 60 days. Can you please give me my money back? I did not make this charges. Thank you.

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

  

  Business Response

  Date: 06/03/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which states her concerns that payments were made to Affirm without her authorization.
  
  As stated in Affirm's previous response, Affirm has been unable to locate the charges referenced in ********************** complaint, as there is no Affirm account associated with her information. In order for Affirm to investigate and locate the charges, ****************** is encouraged to contact her financial institution in order to file chargeback disputes against the payments.
  
  This will allow Affirm to properly investigate the claim and ensure an appropriate resolution.
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:05/06/2024

  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.

  April the 4th I requested a loan from AFFIRM to make a purchase from ****** in the amount of *******. on April 6th I made another loan request for $2400. from ******. However, I cancelled that purchase online to ****** within 20 minutes. However, affirm went ahead and processed the loan. I didn't receive anything from ******. I cancelled the order, sent the cancellation into AFFIRM because they have now processed a loan that I cancelled for $2400. When calling into let them know what they did, they cancelled the wrong loan for `*******. and kept the 2400 loan. Well then, I called again, and they said they would just make an adjustment to the loan, and everything would be good. I was not okay with that loan the terms were different. Instead of ****** payments now the payments were ****** for 7 months. Well, this morning I just got an email from ****** stating i owe them now because AFFIRM has declined payment now. So, in their (AFFIRMS) mistake they are now reaching out to the merchant stating I haven't paid. That's not true. I took a loan, they cancelled it, and they are unable to uncancelled it, so they are doing illegal things to my loan and won't give me any information. All the customer service reps are hard to understand because I believe English is not their first language. I have spent several hours several emails, and a lot of time trying to get them to do right. To no avail. Now I am asking for your help. This is causing me emotional stress. Please help me!

  

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to ********************' BBB complaint. Affirm has reviewed ********************' complaint, which involves her concern that her ****** loan was not processed successfully and she has still not received the refund she is expecting. 
  
  Affirm records indicate that ********************' ****** loan (ID ********** was processed on April 12, 2024 in the amount of $2,400.00. ******************** agreed to make 12 monthly installment payments of $236.95 and the loan has an APR of *****%. On April 12, 2024, an adjustment of $909.62 was applied towards the loan. No payments have been made towards the loan to date. 
  
  On April 12, 2024, ******************** contacted Affirm to report an issue with her ****** purchase. She provided documentation of her canceled order. This documentation was provided to Affirm's payment processor for further review and investigation on April 17, 2024. On April 23, 2024, the Affirm team advised ******************** that the investigation could take up to 120 days to be completed. At this time, ********************' dispute continues to be investigated. 
  
  Once an update can be provided, Affirm will follow up with ******************** as soon as possible. While the loan is being disputed, ******************** is not responsible for making payments towards the loan. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21672320
  
  I am rejecting this response because:

  I never cancelled the loan at ****** for $2400 30 minutes after the loan was made. Affirm processed the loan in error. Instead of correcting the error. They made adjustments to another loan I had and tried to change the terms of the loan. The adjustment on the $2400 was made by affirm to try to get it to the amount of my other affirm loan they cancelled in error. I had made 2 purchases with ******. One for $1498. And one for $2400. I cancelled the $2400 30 minutes after I made the loan. No merchandise was ever received. Affirm has all the documentation proving this. Affirm made me a new loan for 7 months at $237.95 a month. Thats not my loan nor did I agree to those terms. Please see attached documentation. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/23/2024

  Please see attached letter from ****** stating that they had reached out to affirm and disputed their actions and sided in my favor. Please also see where the $2400 loan was cancelled. Pics enclosed. 
  

  janice 

  

  Business Response

  Date: 06/03/2024

  Thank you for the opportunity to respond to ********************' BBB rebuttal, which involves her concern that she has not received a refund for an unsuccessful order. 
  
  On May 29, 2024, the dispute involving ********************' ****** loan (ID ********** was resolved in her favor. As a result, ******************** was advised that she was no longer responsible for the loan in her name. This information was provided to ******************** on the same day via Affirm's Secure Messaging Portal. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:05/06/2024

  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.

  Hello,I filled refund on the 13th of March which is shown in the attachment I attached. I have contacted Affirm now on two separate instances and nothing has been done. They won't send back my money to my card on file and they still haven't issued me a refund check for the amount of $1279.57 which is also documented in the attachment. Please help me get my money back.

  

  Business Response

  Date: 05/21/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which involves his concern that he has not received his expected refund from Affirm. 
  
  Affirm records indicate that ************************ Nectar loan (ID ********** was processed on April 18, 2023 in the amount of $1,875.07. ******************** agreed to make 18 monthly installment payments of $104.17 and the loan APR is 0.0%. On March 13, 2024, a partial refund of $1,279.57 was issued towards the loan. As a result, ******************** was due a refund of his perviously made payments in the amount of $446.20. 
  
  ******************** contacted Affirm on March 22, 2024 via chat to report that he had not received his refund as expected to his original payment instrument. The responding Affirm agent advised ******************** that the attempted refund to his original payment instrument had failed, and a refund check would be issued instead. On April 4, 2024, ******************** was advised that he would be receiving his check within 30 days. Affirm would like to apologize for the delay in issuing ************************ check. 
  
  A refund check in the amount of $446.20 was issued to ******************** on May 8, 2024. The estimated time of arrival for the refund check is 7 to 10 business days. 
  
  If ******************** has any further questions or has not received the check in the timeframe provided, he is encouraged to contact Affirm via **********************************************************;