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:04/11/2024

  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 am writing to express my extreme dissatisfaction and frustration regarding the handling of my recent loan payment. On January 10th, I paid off a 4-payment loan (ID: 2317-1HYG) in full, despite the purchase being fraudulent and me never receiving the product that I ordered or a refund as i requested. I have attached proof of payment and screenshots detailing this transaction for your reference.Despite full my payment being received by January 10th, I received a notice yesterday April 9th stating that my loan had been charged off and sent to collections for the amount of $150. This is unacceptable, as I have indisputable evidence of fulfilling my financial obligation to Affirm, regardless of the fraudulent investigation that is ongoing with my bank. An investigation that your team failed to accurately and fairly complete.Affirm's customer service has been non-existent at best, and I have received no satisfactory explanation regarding the whereabouts of the payment I made. This lack of transparency and accountability is deeply concerning and has led me to take action by reporting this issue to the ********** of ******** Affairs, the BBB, and engaging legal representation to dispute this erroneous charge. As a loyal client of Affirm for years, I am appalled by this blatant disregard for customer trust and financial integrity. I want to make it clear that I will never use Affirm again, and I will actively inform others of my negative experience with your company.I demand an immediate and thorough investigation into this matter, as well as a resolution that rectifies the false charge-off and restores my credit standing. I expect a prompt response outlining the next steps to address this issue and provide restitution for the inconvenience and distress caused. Time is of the essence, and I trust that you will prioritize resolving this matter expediently.

  

  Business Response

  Date: 04/26/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the charge off status of her loan. 
  
  Affirm records indicate that Ms. ******** Masin | Premium Jewelry loan 2317-1HYG processed on November 27, 2023 in the amount of $120.00 with 0.00% APR. The agreed-upon repayment terms were for 3 payments of $30.00 made biweekly. A down payment of $30.00 was processed at checkout. 
  
  On December 16, 2023, ****************** reached out to Affirm and indicated that she had not received her order from the merchant and that while the package had been marked as shipped, her tracking numbers indicated that it had not moved. Affirm opened an official dispute on December 17, 2023. 
  
  When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. Please note that Affirm is simply the financier of a purchase and any shipping/tracking responsibility and all refunds and cancellations are subject to the policies of the merchant. 
  
  During this dispute, ****************** indicated that she had received the order, despite requesting that it be canceled, and that the quality was not what she was expecting from the products. As a result, ****************** wanted to return the order back to the merchant for a refund, per their refund policy. 
  
  Since the dispute was opened in reference to ****************** not receiving her order and she had indicated that she had received it, the dispute was resolved in favor of the merchant on January 1, 2024. ****************** was encouraged to work with the merchant directly in order to resolve the issue of her return request. 
  
  ****************** followed up and stated that she would be disputing the payments that she made toward the loan with her financial institution. ****************** had made the down payment of $30.00 on November 24, 2023; a payment of $30.00 on December 11, 2023; and a payment of $60.00 on January 10, 2024. Although these payments satisfied Ms. ******** loan, because she charged these payments back with her bank, the payments were removed from her account. 
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on Affirms records, these funds have not been returned to Affirm from Ms. ******** bank. 
  
  As a result, Ms. ******** loan became overdue. When an Affirm loan becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. Ms. ******** loan was charged off on April 10, 2024 and is currently being serviced by TrueAccord. To make a payment on the loan, ****************** will need to contact TrueAccord directly by calling **************. 
  
  ****************** has indicated that the merchant was not working within their own return policy, as she stated that she reached out to request a return within the merchants 14-day return window. As such, Affirm has reached back out to Masin | Premium Jewelry to get more information about Ms. ******** issue. ****************** does currently remain responsible for repayment of this loan, however, should Affirms second investigation find that the merchant is not working within their own policies, she may be issued a refund.
  
  Affirm will follow up with ****************** with any updates via email. In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21562901
  
  I am rejecting this response because: I told Affirm way back in December of this issue with the merchandise I received and tried to resolve it with both Affirm and the Merchant. I cannot accept this response and allow this BBB case to be closed until Affirm completes their second "investigation". Affirm keeps reaching out to me asking for evidence I have been continuously providing for over 4 months now over and over again. I have been more than cooperative and should Affirm actually do their due diligence here and side in my favor after reviewing the mountains of evidence I have provided, I will then close the case and find their answer satisfactory.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/02/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which involves her concern that she has been asked to provide additional information related to her dispute claim when this information has already been provided previously.
  
  At this time, Affirm can confirm that ********************** loan was refunded in full as of April 28, 2024, following Affirm's second investigation into the claim. She is no longer responsible for any payments towards the loan. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to  **********************************************************;

  

  Business Response

  Date: 05/02/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which involves her concern that she has been asked to provide additional information related to her dispute claim when this information has already been provided previously.
  
  At this time, Affirm can confirm that ********************** loan was refunded in full as of April 28, 2024, following Affirm's second investigation into the claim. She is no longer responsible for any payments towards the loan. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to  **********************************************************;

  Customer Answer

  Date: 05/03/2024

  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:04/11/2024

  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 a tv on Amazon (order id ******************** using affirm. I paid Amazon ****** and used affirm to pay for the rest of the balance ******. Amazon shipped me the wrong package and I initiated a refund. Amazon refunded me my ******, and affirm was supposed to refund the rest of the money back to me. I've contacted them several times and I am told to contact Amazon to issue a refund, which I do and they said they did and affirm says they didn't. No one is aware of what they are doing and I'm in limbo. Affirm said to file a dispute which I did, but I'm told it's outside of their 60 day window.

  

  Business Response

  Date: 04/25/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the refund for his returned order. 
  
  
  Affirm records indicate that Mr. ******* Amazon loan 16W3-2UCU processed on December 27, 2023 in the amount of $637.24 with 0.00% APR. The agreed-upon repayment terms were for 4 payments of $159.31 made biweekly. 
  
  
  On February 8, 2024, **************** reached out to Affirm and stated that he had returned the product associated with the order to the merchant but no refunds had been issued toward his loan. Please note that Affirm is simply the financier of a purchase and all refunds and returns are subject to the policies of the merchant. 
  
  
  Affirm requested that **************** send in any documentation that could substantiate his claim that he was due a refund. **************** did forward Affirm an email from Amazon, however, the email did not confirm whether the item had been returned or if a refund was owed to Mr. ******* loan. 
  
  
  The email only lists the item name, the amount requested, and the transaction ID. ********************** followed up with **************** and informed him that refunds can take up to 3-5 business days to be processed after the merchant issues a refund. **************** then called in on March 15, 2024 and asked again about the refund. Affirm requested that **************** initiate a dispute on our *********** at *************************************************************************;
  
  
  Affirm would also like to inform **************** that the order ID that he listed in his BBB complaint, Amazon order ID *******************, is not associated with his Amazon loan 16W3-2UCU. The Amazon order ID associated with loan 16W3-2UCU is order ID *******************. 
  
  
  If **************** has any evidence showing that his Amazon order ID ******************* is due a refund, we ask that he please send it directly to *************************************** with a reference to his case ID ********. As a result of this investigation, Affirm has determined that **************** is not currently due a refund for Amazon loan 16W3-2UCU. 
  
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

• Initial Complaint

  Date:04/10/2024

  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 April 2, 2024 a fraudulent charge occurred on my account for some wheels and tires from Xtreme custom wheels. I notified Them that this was a unauthorized charge and that they should place a stop on the order but they did not so the wheels and tires showed up to my house when I was at work so I could not refuse. I sent many emails two extreme custom wheels and actually talked to a guy one time and told him I did not authorize the wheels and tires but sent them out anyway. I have since not been able to get a hold of extreme wheels and tires I have sent them dozens of emails and they do not answer their phone.I have called Affirm A dozen times about the situation they say theyre investigating it for the second time because the first time it took them less than five hours to say I ordered the wheels which makes no sense because Im making payments on wheels and tires they financed for me six months ago they want you to fill out a form on their website in the only options are to fill out is why do you not like what you ordered nothing to check **** stating it was a fraudulent charge. This needs to be taken care of immediately because I will not be making payments on some thing I did not order and if it goes on my credit report that is grounds four defamation of character. Lawsuit!! This matter needs to be taken care of immediately. And I filled BBB complaint against extreme customs Wils and they said they would pay to have them shipped back to them and have never responded since!!

  

  Business Response

  Date: 04/26/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states his concerns with unauthorized activity that occurred on his account.
  
  ***********************  records indicate loan AU3R-TGF2 was processed on April 02, 2024 for $1,916.91 for a purchase with ExtremeCustoms.com with a *****% APR to be paid over 36 monthly installments of $76.80.
  
  On April 05, 2024, he reached out to Affirm regarding Unauthorized Activity made under his account. On April 07, 2024, the Account Safety team found that he was responsible for the loan with the information available at the time.
  
  On April 11, 2024, the team completed their additional review and found that the loan was indeed unauthorized. The loan in question has since been marked as unauthorized and his account has been flagged for unauthorized activity. 
  
  Affirm placed restrictions on the account from making manual payments and obtaining any future loans for his safety. Payments on auto-pay will not be affected. The account will remain locked until he completes the secure verification process. If he would like to move forward with securing his account or need to make a manual payment, he can call Affirm directly at ************ so that they can begin the verification process.
  
  Affirm would like to thank ****************** for his patience with this matter. In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 04/26/2024

  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. Yes they did take care of this. In a timely matter. I did put in a good bit of work but it has been taking care of. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/10/2024

  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 attempting to make a purchase using affirm. When I first tried the interest rate I was offered was 10%. Due to technical issues I was unable to complete the purchase so I closed the tab and reentered the information. This time the interest jumped to 28%. I closed the window and tried several other times and each time the interest changed (for the exact same purchase.) I have excellent credit, so I am really concerned that I am being offered such a high interest rate.

  

  Business Response

  Date: 04/24/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his frustrations with the loan terms that were provided to him on a recent loan application he submitted.
  
  Affirm's records indicate that on April 10, 2024, ****************** submitted several loan applications for purchases with the merchant, ZROADZ, but ultimately, ****************** did not accept and confirm any of the loans.
  
  Affirm wants to provide the most transparent form of financing available for customers, but please note that each loan is considered separately, and aside from credit score, other factors are also considered to determine each consumers creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, and more. Since each loan is considered separately, this estimate may change from time to time based on each consumers current finances or active loans with Affirm.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21558686
  
  I am rejecting this response because:  I understand that each loan is considered separately.  I also am aware of the factors considered for loan approval.  My issue is those factors, mentioned in the above response, DID NOT change within the two minute time frame that is took me to reboot the computer.  The first time I applied, I was attempting to accept the terms and my computer froze so I was forced to reboot it.  I restarted the computer and tried the loan process again.  This time monthly payments went up dramatically.  My credit score, debt to income ratio, etc. were all the same, but the loan had changed.  I did try several times to see if I could be approved for the original loan, but each time the monthly payments changed.  My issue is that since all of my information was exactly the same then why would the details of the loan change so drastically?
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which concerns his frustrations with the loan terms that were provided to him on a recent loan application he submitted.
  
  As stated in Affirm's previous response, each loan is considered separately, and aside from credit score, other factors are also considered to determine each consumers creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, and more. Since each loan is considered separately, this estimate may change from time to time based on each consumers current finances or active loans with Affirm. ****************** may continue to apply to determine his financing eligibility for his desired purchase. 
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21558686
  
  I am rejecting this response because:
  

  As I stated before, I would like to understand how the factors used to determine my loan changed in a 2 minute time frame?  I didn't take out any other loans and my credit score didn't change.  This leads me to believe that the process Affirm uses to determine the loan details is not as "transparent" as they would like people to believe.  I plan to cease use of this service and encourage anyone I know to do the same.

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

• Initial Complaint

  Date:04/10/2024

  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 a rug from Affrim and returned it, but I am still waiting for my full refund. The customer service is HOBBIE, and I need help speaking to someone about the refund. I am still waiting to receive the refund check. I want my refund to be added to my bank account. You pay in good faith and then beg to get the money back.

  

  Business Response

  Date: 04/26/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint, which states her concern with not receiving her refund by check.
  
  Affirm's records indicate that loan VZE1-285C was processed on October 10, 2023, for a purchase with the merchant, ********, in the amount of $1,100.49. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $386.37 due on the 10th of each month. This loan received a refund of $1,017.64 on March 12, 2024. One refund was processed back to the card ending in *2221 for $244.90 and the second refund for $386.37 failed back to the original form of payment ending in *9359. 
  
  On March 13, 2024, ************** called to ask about not receiving the refund for $386.37. The Affirm agent she spoke with explained that the refund had failed processing back to the original form of payment and that amount would be sent to her via check and she could expect to receive it within 30 days. 
  
  ************** was not happy to hear the refund was coming by check and asked to speak to a supervisor who advised the same timeline. The Affirm supervisor also followed up with an email on March 13, 2024, after the call to provide the details that the check would go out to the address on file and be received within 30 days.
  
  ************** called on April 10, 2024, asking where the refund was and stated she would be reporting Affirm to the BBB. On April 23, 2024, Affirm contacted our Customer Refunds team to request an update on the refund check. Affirm contacted her via secure message on April 24, 2024, to let her know the check would be going out that day and could be received within 7-10 business days. We apologize for any inconvenience this may have caused. 
  
  If the check is not received by May 2, 2024, we kindly ask her to contact Affirm and we will stop and reissue the check. 
  
  If she has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:04/10/2024

  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 paid for trip insurance and be for we could go my 84 year old father was hospitalized and needed to have a clamp applied to his heart valve. The woman I spoke with at *************** was awesome and said no worries she looked up our trip to confirm we had the trip insurance. And we cancelled at that time. I have spoken to them several times as well as CRCR Vacation plan protection. and they kept telling me to send the trip information and let them know the trip was cancelled and that I had the trip insurance. I have sent emails to the address with my complaint and it always says that they will get back to me in 1 - 2 days, which NEVER happens, so I blocked the next payment that they are saying I owe and now they keep contacting me about how I need to pay, I'm pass due! So obviously they know how to contact me I have constantly searched my email accounts and have never received a response to my request to return my money.

  

  Business Response

  Date: 04/24/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  Affirm's records indicate that on December 4, 2023, **************** obtained loan CHQD-4RMH for a purchase with the merchant, ***************************** for $4,070.88. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $408.94.
  
  On January 5, 2024, the merchant provided a partial refund of $1,342.88 towards the loan. Between the dates of January 4 and March 4, 2024,  **************** made three payments towards the loan.
  
  On April 6, 2024, **************** contacted Affirm via our *********** requesting for the loan to be refunded. The next day, Affirm sent her an email advising that because the loan processed more than 60 days ago, the loan was too old to be disputed and she was advised to contact the merchant directly.
  
  As per Affirm's policy for merchant disputes, if a customer is unable to resolve the issue directly with the merchant, they will need to contact Affirm within 60 days from the loans processing date by visiting our help center at ********************************************************************.
  
  
  Please note, Affirm simply manages the financing of ******************** 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. 
  
  Affirm is currently reviewing the documentation she provided in her complaint and will contact **************** directly.
  
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any further questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  In December 2023, I used Affirm in an attempt to make a purchase from one their merchants PlayStation. The loan was approved and I attempted to proceed with the purchase using Affirms temporary card number. In this attempt I received an error notification to which the card was declined. Though the card was declined, Affirms loan never dropped off of my account. The loan shows as if it was processed on Affirms end yet no order was ever processed on the merchant side. I contacted Affirm and created a dispute to which they had me gather evidence for something their system did wrong. After contacting the merchant they confirmed in writing that they have no such order ever processed on their end. I sent this evidence in to Affirm and their response, after around 2 months of waiting, was that the loan is still my responsibility to pay and they closed the dispute and considered it resolved. This came with no detailed explanation, simply its on me, case closed. I contacted Affirm again, for what shouldve been an easy open and shut case in the first place, and they started a second dispute promising to expedite the case this time. They, again requested me to run around and gather evidence for their error. I again provided evidence, in writing of the merchant confirming that no order had ever been processed on their end. Affirms final response is that because the issue is over their time limits for disputes they cannot address the dispute and it is my responsibility to continue to pay. So now I am expected to pay on a loan to which no order had ever been processed on the merchant side. There is no order number to dispute on the merchant side because from their end no order had ever been processed in the first place, and on Affirms end, a loan was approved anyway. When contacting Affirm by phone you get sent to what is clearly an outsourced call center, and reaching someone who truly understands and can resolve the issue seems like an impossibility.

  

  Business Response

  Date: 04/26/2024

  Thank you for the opportunity to respond to **************** BBB complaint, which states his concern with not receiving his order due to his loan not processing but he still owes on the loan.
  
  Affirm's records indicate that loan TIVE-5WZO was processed on December 7, 2023, for a purchase with the merchant, PlayStation which was processed with an Affirm Virtual Card, in the amount of $550.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $55.25 due on the 7th of each month.
  
  **************** first contacted Affirm through the Affirm *********** on January 5, 2024, explaining that the loan was processed but the merchant never received a request. Affirm followed up via secure message the same day and explained that we would be happy to investigate a possible dispute if **************** could send further details and any evidence, he may have to support his claim. **************** followed up on January 10, 2024, and provided further details that the order was never processed with PlayStation, but he had an active loan with Affirm, however he did not send any evidence to support his claim. 
  
  Affirm followed up with him on January 10, 2024, and advised that a dispute was being opened and to please send in further evidence as well as gave a list of details that we would need to investigate the claim with our virtual card processor. 
  
  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. It is correct that his loan was in a disputed status, however, when disputing a loan with Affirms virtual card processor the disputes can take up to 90 days rather than the 30 days. 
  
  Affirm informed you on January 26, 2024, that the loan was being disputed with our virtual card processor. The following day on January 27, 2024, Affirm received a request for further evidence needed by **************** to provide to our virtual card processor. Affirm sent the request for further information to **************** on February 6, 2024. He replied that he had sent what he had already. On March 14, 2024, the dispute was closed in Playstations favor per the investigation by the virtual card processor. Affirm advised **************** of the outcome the same day. 
  **************** reached out to disagree with the outcome on March 21, 2024, and provided some further evidence. Affirm replied to him on April 10, 2024, and explained that the loan was not outside of 120 days and could no longer be disputed. He was asked to work with the merchant on applying a refund to the loan. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  If he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21556205
  
  I am rejecting this response because: Statements made in response did not accurately reflect the events that took place and left pertinent information out of the reply in order to justify a false loan. They mention that both the merchant and the customer is given time to submit evidence, yet provided no such evidence of confirmation from the merchant side when deciding the close the dispute. They also, indicated that I did not provide evidence to support my claim. Their dispute form requires an order number for the dispute, to which I indicated I cannot provide an order number for an order that never took place. I did however obtain written responses on two separate occasions from the merchant confirming my claims. The first time I submitted this proof Affirm failed to respond. Only after complaining by phone did I receive the same scripted requirements that were given prior. This is why there are 2 separate merchant written responses confirming my claims. This was not further evidence, this was a reiteration of the evidence because Affirm was not addressing the issue directly. They also left out the fact that they closed the dispute on their own without explanation, then used that timeframe that had past to not allow further disputes. I started my dispute well within the timeframe and provided all requirements. Their taking of 90 days to address the dispute does not negate my timeframe of initiating the dispute. In all, PlayStation confirmed in writing that I did not have a purchase, and all of this was established well within Affirm's own guidelines. Affirm on the other hand dragged their feet, did not talk to the merchant directly, and closed the case without reason. Below is Affirm's response after months of my dealing with this issue.

  "Dispute reason

  Cancellation or Return Not Processed
  Affirm has reviewed the evidence provided in connection with this dispute and has determined that you are responsible for your loan.
  Your payments are due according to the schedule established when you confirmed your loan. Any payments with due dates before today are due immediately.
  If you have any questions or concerns, please reply to this email and we'll respond as soon as possible.
  Thank you,
  The Affirm team"
  
  

  This was a clear as day easy issue to clear up on their end. A technical error that caused a transaction to fail, and their system failing to reverse the loan. As a customer that have spent thousands of dollars through Affirm, I would not have to lie about $500 and I shouldn't have to go through such a run-around and headache to deal with their system error. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/02/2024

  Thank you for the opportunity to respond to ****************' BBB rebuttal, which involves his concerns regarding a previous merchant dispute case. 
  
  Please note, Affirm was not able to reach out to the merchant in this case as Affirm is not partnered with Playstation Direct. ****************' purchase was made using Affirm's Virtual Card product, where a ************ Card is used to process the transaction at any merchant that accepts **** card payments.  As a result, Affirm collects evidence from the customer, and then determines if the evidence is sufficient to submit to the Virtual Card Payment Processor for review and investigation, much like a chargeback with a financial institution. This is why the timeline for Virtual Card merchant disputes is 90 days rather than 30, as it is for partnered merchants. 
  
  On March 14, 2024, the dispute was closed in Playstations favor per the investigation by the virtual card processor. Affirm advised **************** of the outcome the same day.
  **************** reached out to disagree with the outcome on March 21, 2024, and provided some further evidence. Affirm replied to him on April 10, 2024, and explained that the loan was now outside of 120 days and could no longer be disputed. He was encouraged to work with the merchant directly to request an update regarding his expected refund. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, **************** is still responsible for repayment.
  
  If he has any further questions, we encourage **************** to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:04/10/2024

  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 purchased something using the affirm website. The item I purchased was over $170 and I ended up returning the item because it had a problem and that went fine but when affirm was supposed to refund my money, they sent a partial payment of only $43. They claim for whatever reason that my bank declined to have the rest of it refunded to me. I called about it to ask if they could try again, they said no we cant try again. Well send you a paper check in 30 some odd days. I dont believe ** actually going to get it. I think its fraud and I am highly suspicious. I think theres something else going on here .

  

  Business Response

  Date: 04/24/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan.
  
  Affirm's records indicate that on February 11, 2024 ************** obtained loan NY6W-7DUH for a purchase with the merchant, Earthing.com for $173.20. She agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $43.30 and three bi-weekly payments of $43.30.
  
  On March 7, 2024, ************** paid off the loan. On April 9, 2024, the merchant provided a full refund towards the loan. Later that day, Affirm refunded $43.30 back to her original payment method. Regrettably, due to a technical issue with Affirm's payment processor, the additional refund of $129.90 that she is owed could not be processed.
  
  The next day she contacted Affirm and was advised a refund check would be sent to her. On February 20, 2024, Affirm sent her an email advising that a refund check was being processed and would arrive within 30 days.
  
  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: 04/24/2024

   
  Complaint: 21556110
  
  I am rejecting this response because: Affirm refused to attempt a second time to refund my owed money.  A paper check, which i am still waiting for, is unacceptable as I paid electronically and to expect the customer to wait 30 days for a refund as my only option is ridiculous.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/30/2024

  Thank you for the opportunity in responding to ****************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her continued frustration with a refund by check for loan NY6W-7DUH.
  
  Affirm's records indicate that on April 26, 2024 Affirms sent her an email that informed her that the refund check had been sent and that it would take up to 2 weeks for the check to arrive at her address on file.
  
  If ************** does not receive her refund check in this timeframe, Affirm asks that she reach out to them directly by emailing *************************************** and referencing case id: ********
  
  Affirm thanks ************** for her patience with this matter. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:04/10/2024

  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 charter communications, I do not have a contract with AFFIRM *** Account Number: ************* they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/25/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states that she is not liable for Affirm loan NB71-Q7ID.
  
  Affirms records indicate that loan NB71-Q7ID was processed on January 20, 2022, for a purchase with StockX. The agreed upon repayment terms of the loan are 12 installments of $69.90 at an APR of *****% with payment due on the 20th of each month. On October 19, 2022, the loan was charged off after having an overdue balance for 120 days. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Affirm does not charge  late fees, but late payments may impact the ability to take out future loans with Affirm. If payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  At this time loan NB71-Q7ID remains with Affirm for continued management. If *************** wishes to submit payment towards the loan she will need to contact Affirm directly at **************. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Upon origination of the loan, **************** electronically accepted/signed a Truth in Lending Agreement. **************** can access her loan agreement at any time within her Affirm account. Visit ******************************************** and access your Affirm account. Once you are logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which *************** agreed to upon account creation on November 26, 2021, and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  
  For **************** reference, copies of the Truth in Lending Agreement bearing her electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that **************** seeks. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which *************** consented to and approved when she obtained Affirms 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 NB71-Q7ID.
  
  In the event that **************** has any further questions, we encourage you to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:04/10/2024

  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 charter communications, I do not have a contract with AFFIRM *** Account Number: ************* they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/26/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states that she is not liable for Affirm loan 3BBP-2QWR.
  
  Affirms records indicate that loan 3BBP-2QWR was processed on January 24, 2022, for a purchase with StockX. The agreed upon repayment terms of the loan are 12 installments of $69.90 at an APR of *****% with payment due on the 24th of each month. On September 22, 2022, the loan was charged off after having an overdue balance for 120 days. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Affirm does not charge  late fees, but late payments may impact the ability to take out future loans with Affirm. If payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  At this time loan 3BBP-2QWR remains with Affirm for continued management. If **************** wishes to submit payment towards the loan she will need to contact Affirm directly at **************. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Upon origination of the loan, **************** electronically accepted/signed a Truth in Lending Agreement. **************** can access her loan agreement at any time within her Affirm account. Visit ******************************************** and access your Affirm account. Once you are logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which *************** agreed to upon account creation on November 26, 2021, and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  For **************** reference, copies of the Truth in Lending Agreement bearing her electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that **************** seeks. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which *************** consented to and approved when she obtained the 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 3BBP-2QWR.
  
  In the event that **************** has any further questions, we encourage you to reach out to Affirm via ****************************************************.