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:04/04/2024

  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 had several unauthorized loans in my name on my Affirm account. When ********************** contacted me last month trying to collect payment for one of the loans i let them know that the one loan that i had with them was deferred and didnt require payment until April. They told me that were other loans on the account i asked them to open an investigation because i was only aware of the one that i had, dating back to 11/2022; and i also made them aware of my credit card and checking account being hacked in 2023. After realizing the fraudulent activity, i noticed that the unauthorized loans were also on my credit report, making me ineligible for a car loan that i had approved for. I then contacted affirm again, asking for reassurance that this problem would be resolved. Today i received an email that stated that they found me responsible for the fraudulent loans which is impossible.Also, the only loan that i am responsible was marked as late on my credit report when a payment was made in February + the loan was deferred. My phone number was changed in Summer 2023 due to my email getting hacked-spam and scam calls were constantly being made and because of that i had no access to the email(being locked out) that was on file. ************************

  

  Business Response

  Date: 04/17/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her concern regarding the unauthorized activity on her account. 
  
  
  Affirm records indicate that ************ has 7 loans on her account, 6 of which she has claimed she does not recognize. Affirm contacted ************ on March 15, 2024 in an attempt to collect on the overdue payments for her loans. During this call, ************ advised that she was only aware of one loan with Affirm, for which she had applied for a payment deferral. 
  
  
  On March 26, 2024, Affirm attempted to call ************ back in order to confirm her preferred contact information, such as her phone number and email address. ************ did not answer the call and Affirm left a voicemail. ************ then called back on March 27, 2024 and verified the requested information. 
  
  
  Affirms Account Safety team followed up with ************ on April 4, 2024 and requested that she complete an unauthorized activity claim webform on Affirms ************ The information collected in this webform provides important details and context required for the Account Safety team to complete their investigation. Affirm asks that ************ please complete the form at the following link in order to proceed with her claim: ******************************************************************************
  
  
  Until Affirm is able to determine whether or not these loans were unauthorized, ************ does currently remain responsible for their repayment. 
  
  
  As for the credit reporting for the loan that ************ deferred (loan C274-XMQZ with DirectTV), it appears that the payment originally due on October 21, 2023 was not satisfied until December 15, 2023, making it more than 30 days overdue. ************ did apply and was approved for a payment deferral for this loan on February 22, 2024, however, this was after her loan had already been reported as delinquent to Experian. 
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  
  As a result of this investigation, Affirm has determined that the reporting for loan C274-XMQZ is accurate and we respectfully decline to change it on Ms. ***** credit report. 
  
  
  In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had an account with ********************** going on three years. *** never experienced my account being locked for suspicious activity until 3 weeks ago. I've made purchases, paid them off, and built my available purchase credit to almost $3,000. Nothing changed regarding how I made purchases, however 3 were flagged. 2 of which I was still paying on. I figured it was just a precaution and my account would be available after verification. I contacted customer service, verified my information and was told I could not gain access to my account. I spoke with supervisors, representatives, and email correspondents. Today I received a email stating I owe on loans, if my account was flagged as suspicious and closed and I'm not allowed access. Why aren't you deferring all loans? What about the payments on the 2 loans ****ed as suspicious, Will I receive my payments back? I feel if the affirm account is ****ed as suspicious and I will not be regaining access, take all the loans and **** them as a loss. If after verifying my account I cannot gain access, then write me off as a customer completely. I never received a call/email asking if the loans are indeed fraudulent, the company took it upon themselves to lock/deny/and close my account completely. Over the last 3years, I've purchased and paid off all loans on time. I was in good standing, and I appreciated their business. Until now, I cannot reach anyone to settle the issues, it just seem to be ongoing and an headache.

  

  Business Response

  Date: 04/19/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding gaining access to her account. 
  
  
  Affirms Account Safety team flagged ******************** account with suspicious activity and froze it on or around March 17, 2024. ****************** has called in several times to request that she be granted access to her account again in order to make payments on her active loans. 
  
  
  For the safety and security of Affirms customers, we cannot provide ****************** with the specifics regarding this freeze. ****************** will need to utilize a different payment method in the future as Affirm has determined that her account is ineligible for recovery. Additionally, as a result, Affirm has removed the loans that were active on her account and she is no longer responsible for repayment. 
  
  
  Affirm sincerely apologizes for any inconvenience this may have caused. In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 04/19/2024

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

• Initial Complaint

  Date:04/04/2024

  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 opened up a savings account with ********************** on 01/06/2024. I was unable to access any of my account details or funds so I filed a complaint on 01/22/2024. It was resolved after the complaint was filed.I know can see my funds, but when I try to withdraw money out of my account it gives me an error message "To withdraw funds please select a linked account that has contributed to the current balance of your money account". I only have one linked account and it was the account that I funded this with. I need help accessing and withdrawing funds from my Affirm money savings account.

  

  Business Response

  Date: 04/17/2024

  Thank you for the opportunity to respond to Ms. ************* BBB complaint. Affirm has reviewed Ms. *** Genderens complaint, which states her concern regarding her attempts to withdraw funds from her Savings account. 
  
  
  Affirm records indicate that Ms. ************ reached out on April 4, 2024 to report that she was having issues withdrawing funds from her Savings account, as the error message she received was telling her to select a bank account for the funds to be withdrawn to that had been used to deposit funds to her Savings account in the past. 
  
  
  Ms. ************ stated that the account she was selecting was her linked bank account and that this account had been used to deposit funds to the Savings account, therefore fitting the criteria. 
  
  
  Affirm can confirm that it looks like Ms. ************ was able to successfully withdraw funds on April 5, 2024; April 8, 2024; April 9, 2024; April 10, 2024; and April 11, 2024. If **************** experiences any additional issues or errors, Affirm asks that she please reach out directly by either calling Affirm at ************ from 7 AM to 10 PM CST seven days a week or by emailing *************************************** with a reference to case ID ********. 
  
  
  In the event that Ms. ************ has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no idea what this is all about. I did not authorize any of this. This needs to be cancelled.

  

  Business Response

  Date: 04/17/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the unauthorized Affirm account created in her name. 
  
  
  Affirm records indicate that the account that **************** is referring to is not under her name. Affirm requests that the account holder please reach out directly in regards to any unauthorized activity through Affirms *********** at ******************************************************************************
  
  
  Once this webform is completed, Affirms Account Safety team will begin their investigation and follow up accordingly. Affirm is unfortunately unable to provide any further account-specific information at this time. 
  
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  Im not liable for this debt with affirm. I do not have a contract with affirm. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 04/17/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan from his credit report.
  
  Affirm's records indicate that on October 27, 2023, ************** obtained loan 6RX8-K1K7 with the merchant, Teachable for $3,244.25. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $311.76.
  
  Due to having a past due balance for more than 120 days, the loan charged off on March 27, 2024. The loan was sent to Affirm's partnered, third-party debt collector January. They can be reached by calling them at **************.
  
  Upon review of ****************** BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loan and/or account was opened without his authorization, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity.
  
  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 he consented to and approved when he 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 6RX8-K1K7. We have included a copy of his Terms in Lending Agreement and loan verification document with our response. Together, these documents validate the loan.
  
  We apologize for any frustration this situation may have caused for **************. In the event that he has any further questions, we ask that he reaches out to Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:04/03/2024

  Type:Customer Service 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.

  This company I used to split the payments up for an item I purchased. The item arrived broken. Affirm was supposed to be assisting me in getting this matter resolved. As, I am not paying for a broken item. Instead of helping me, they closed the case and are siding with the company, Biovitta Wellness, who never responded to the 13 emails I sent them about the broken item.

  

  Business Response

  Date: 04/18/2024

  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 she disputed with a merchant.
  
  Affirm's records indicate that on February 19, 2024, loan X4U5-9S2O processed with the merchant, BioVitta Wellness for $116.10. ****************** agreed to loan terms of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $29.02.
  
  On March 1, 2024, ****************** contacted Affirm requesting for the loan to be refunded. Later that day, Affirm sent ****************** an email advising that the loan was placed into a dispute with the merchant on her behalf.
  
  On March 4, 2024, ****************** forwarded Affirm documentation showing she was attempting to contact the merchant for a refund but that they were unresponsive to her request. On April 3, 2024, the dispute was closed and Affirm sent ****************** an email advising that she would remain responsible for the loan as insufficient evidence was received confirming a refund.
  
  Upon review of ********************** BBB complaint, Affirm re-escalated her request and determined that the loan was owed a full refund. On April 18, 2024, an email was sent to ****************** advising that the loan was fully refunded. ****************** is no longer responsible for repayment of loan X4U5-9S2O.
  
  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.

  Customer Answer

  Date: 04/19/2024

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

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has refused to refund the money I gave to them for a downpayment on a Macys purchase. The purchase was cancelled by ***** and it never went through and I never got any good/services. I reached out to my bank and they advised Affirm provided the service and they did not give me the money back. This is not true, I did not get anything from Macys. I called affirm and they confirmed this, and reversed the purchase. This was back in February. It is now April, and every time I call they escalate my inquiry but I never hear back again from them, and my money has not been refunded. I already sent them an email with the letter I received from the bank. I need help getting my money back.

  

  Business Response

  Date: 04/19/2024

  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 she canceled.
  
  On January 26, 2024, *************************** submitted an application for Affirm Virtual Card loan A3UI-4JGB with the merchant, ****** for $232.00. She agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $116.00 and three monthly payments of $41.01.
  
  On March 1, 2024, she contacted Affirm indicating she never received anything from the merchant. The agent she spoke with cancelled the loan and advised her down payment would be refunded.
  
  Upon review of her complaint, Affirm found that she initially placed a chargeback with her bank for the down payment. On March 16, 2024, she provided Affirm with a bank statement advising that her bank was not in possession of the payment.
  
  On April 16, 2024, Affirm identified a technical issue with refunding the down payment she previously made. Affirm sent her an email advising that her request is being investigated. Once more information becomes available, Affirm will contact her directly with regards to her refund.
  
  We apologize for any frustration this situation may have caused for ***************************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a loan with Affirm to purchase some items from Newegg on March 1st expected delivery march 5th it ended up being Delayed and arriving on the 10th passing the date I needed to gift it away. Upon realizing that I was also given a wrong item in the box it didnt match the ssd I bought and opted to return it upon doing so I was never given a refund and have been expecting one since the day I sent the return march 10th the packages have both delivered as well. I have made multiple attempts for ****** to settle this but they seem to be having foreign support agents be corrupted and keep closing chats on me which I try to prove to affirm but they keep closing chats on me as well the support agent kept closing the chats and stopped considering my messages at all for no apparent reason Ive been trying to contact them everyday since but they fail to help. ****** broke their policy in not providing a refund. The returning packages have also been delivered .

  

  Business Response

  Date: 04/18/2024

  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 she is disputing with a merchant.
  
  Affirm's records indicate that on March 5, 2024, she obtained loan 8WT0-DBQZ for a purchase with the merchant, Newegg for $1,473.38. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $143.46.
  
  On March 26, 2024, she contacted Affirm claiming she returned her item to the merchant and requested for the loan to be refunded. The next day, Affirm sent her an email requesting for more information supporting her claim.
  
  Between the dates of March 28 and April 7, 2024, she sent Affirm emails showing she had attempted to contact the merchant for a refund. On April 8, 2024, Affirm sent her an email advising that the loan was placed into a dispute with the merchant on her behalf.
  
  Please keep in mind that Affirm manages the financing of ************************ purchase. As such, we must adhere to all refund, return, and cancellation policies of the merchant. Affirm is only able to apply any applicable refund towards a loan once confirmed by a merchant. When more information becomes available, Affirm will contact her directly.
  
  In the event that ******************** has any additional questions in the interim, we ask for her to contact Affirm directly via email.
  
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21524205
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  after 2 weeks of you guys closing the chat I was redirected to another team that team according to Reddit and other resources show that they ignore helping customers as they are with me there is still no resolution to my case and you guys did not adhere to your own guidelines not only that the company didnt adhere to these refunding guidelines as proven

  

  Business Response

  Date: 04/25/2024

  Thank you for the opportunity to respond to ************************ BBB rebuttal complaint. Affirm has reviewed her complaint which states her continued request of a refund towards a loan she is disputing with a merchant.
  
  On April 8, 2024, Affirm sent her an email advising that the loan was placed into a dispute with the merchant on her behalf. On April 24, 2024, Affirm closed the dispute in the merchant; favor due to the merchant working within their policy. ******************** was not satisfied with this outcome and requested to have the case reviewed again as she believed she is due a refund. Affirm has educated her on the outcome twice and has escalated her request for a final review on April 24, 2024. 
  
  Affirm will review but cannot promise a different outcome at this time. As soon as the Resolutions Team has had the opportunity to review her request, they will be in contact with her. 
  
  Please keep in mind that Affirm manages the financing of ************************ purchase. As such, we must adhere to all refund, return, and cancellation policies of the merchant. Affirm is only able to apply any applicable refund towards a loan once confirmed by a merchant. When more information becomes available, Affirm will contact her directly.
  
  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, she is still responsible for repayment. 
  
  If she has any further questions, we encourage her to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21524205
  
  I am rejecting this response because:
  Affirm has clearly been not reading the evidence provided the company is in fact NOT working within their policy they have told me that I would get 2 refunds that will in together be a full refund . I have returned both products and have officially paid for nothing. The affirm company doesnt wanna reconsider my loan in hopes of strengthening their connection with this company instead of having their due diligence of helping out a customer faced with a breach of policy . ********************** has read the evidence and distinguished it as irrefutable thus approving the dispute process but because it doesnt align with what they want they dended my dispute I feel like Im getting robbed here as Ive clearly provided the break of merchant policy and how affirm is not adhering to their own rules below is shown evidence of returned products and if requested I can show you how Newegg has shut over 15+ conversations with me and not helping me I have many chat transcripts of the Newegg employees being unresponsive and not helping which is against their policy of returns on top of that its been over 2 weeks without a refund which is again against their policy . But affirm is clearly not wanting to see this and is corrupted
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call from an Affirm account specialist regarding fraud on my account. They needed my verification code and a copy of my drivers license to verify my identity. As soon as the phone call was finished, I noticed 2 huge virtual card loans with *********** in an amount totaling nearly $5,000 with a 32% APR taken out on my Affirm account, so the phone call was a scam. I immediately called the real Affirm and reported this and all they have said is that they will investigate it I woke up to find that they have allowed over $1,000 of the virtual card to be spent by the scammer so far despite them KNOWING this is fraud and despite the loan not having been processed or authorized yet! I called them again and spoke with a supervisor and they stated that until their investigation is complete that is all they can do. I reported this right away and they are STILL allowing the scammer to spend money on a virtual card on a loan under my name and refusing to do anything about it! I am absolutely horrified that they have not put a stop to this and are allowing this to go on. This company is not protecting me against this fraud and what they are doing is absolutely CRIMINAL. I need something to be done about this right away as they are not helping me at all and are completely unsympathetic and dont care about fraudulent activity happening to their users. Please help!

  

  Business Response

  Date: 04/18/2024

  Thank you for the opportunity in responding to Ms. ******* BBB complaint. Affirm has reviewed her complaint which states her concerns with unauthorized activity on her Affirm account.
  
  *********************** records indicate that on April 2, 2024, there were applications submitted with Affirm for loans MI7R-437T and MN7W-DLQK. Later that day, **************** contacted Affirm claiming she experienced unauthorized activity on her account. ********************** advised her that her claim would be escalated to the appropriate team.
  
  On April 3, 2024, Affirms Account Safety Team sent **************** an email advising her that upon review of her claim, she was found to be not responsible for both loans MI7R-437T and MN7W-DLQK. This communication also noted that Affirm will never call **************** to request the 4 digit PIN used to access her ********************** account. ********************** does not make any calls regarding suspicious activity. Additionally, when Affirm sends a verification code it is prominently stated to never share the verification code via email or text. For more information and tips on protecting a customer from fraud please navigate to the following Affirm *********** article: ***********************************************.
  
  Upon review of Ms. ******* BBB complaint, Affirm confirms that these loans will not have an impact to Ms. ******* credit report.
  
  In the event that **************** has any additional questions, we ask for her to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:04/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/18/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint, which states there was an unauthorized loans on his Affirm account.  
  
  Affirm's records indicate that there were 3 loans in question.
  
  Loan E05C-UDA4 was processed on November 20, 2023 for $319.19 for a purchase with Tulones with an APR of 9.98% to be paid over 12 monthly installments of $28.06, due on the 20th of each month. The loans received 1 payment of $28.06 on December 20, 2023. The loan received no further payments is currently overdue for January 20, 2024, February 20, 2024 and March 20, 2024.
  
  Loan 88OT-CTRC was processed on October 06, 2023 for $319.19 for a purchase with Tulones with an APR of *****% to be paid over 12 monthly installments of $28.80, due on the 6th of each month. The loans received 2 payments of $28.80 on November 06, 2023 and December 06, 2023. The loan received no further payments is currently overdue for January 06, 2024, February 06, 2024,March 06, 2024 and April 06, 2024.
  
  Loan U6CI-L52K was processed on September 12, 2023 for $770.23 for a purchase with Survival Clothing & Footwear with an APR of 6.08% to be paid over 12 monthly installments of $66.32, due on the 12th of each month. The loans received 3 payments of $66.32 from October 14, 2023-January 04, 2024. The loan received a partial refund of $315.35 on October 20, 2023. The loan received no further payments is currently overdue for January 12, 2024, February 12, 2024, March 12, 2024 and April 12, 2024.
  
  Affirm was first notified by ************** that the loan was unauthorized on March 20, 2024. On March 23, 2024, Affirm followed up him and informed him that with the information available, the team found he was responsible for the loans and payment.
  
  On April 04, 2024, Affirms Account Safety team investigated the claim on Mr. ****** behalf an additional the result was that ************** was found to be responsible for the loan and the associated payments. This was communicated to him on the same day. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loan. This includes the Affirm loan and account information, as well as any information provided by **************.
  
  Affirm saw that he included an additional document with his BBB complaint. At this time, this document and the case was been escalated to the Account Safety team to review. Once their review is complete, the team will reach out to him directly. 
  
  For his convenience, we have attached the loan documents to this response. Together these documents provide the validation he seeks.
  
  In the event ************** has any further questions, concerns or new evidence, Affirm encourages him to reach out directly via email.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21522830
  
  I am rejecting this response because: I sent in proof of police report that this was fraudulent I been dealing with identity theft for a few years. The phone number that affirm says they have for the account is not my phone number. I would like proof showing my wet signature that I agreed to these loans. This is not fair I never agreed to have any loans in my name please remove this fraudulent loan.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/25/2024

  Thank you for the opportunity to respond to Mr. ****** BB rebuttal complaint, which states there were unauthorized loans on his Affirm account.
   **********************'s records indicate that there were 3 loans in question: V461-R6S1, 88OT-CTRC, U6CI-L52K
  On April 4, 2024, Affirms Account Safety team investigated the claim on Mr. ****** behalf an additional the result was that ************** was found to be responsible for the loan and the associated payments. This was communicated to him on the same day. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loan. This includes the Affirm loan and account information, as well as any information provided by **************.
  
  On April 18, 2024, Affirms Account Safety team reviewed his evidence from the original BBB complaint and concluded that he remains responsible for the loans. 
  
  Affirm has included the copies for each loan of the Truth in Lending Agreement.
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  If he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21522830
  
  I am rejecting this response because:
  I Did not agree to having this loan and I did not sign any documents I would like to see my wet signature showing I agreed to this which they will not be able to provide because it was not me. Affirm is saying that they have copies for each Truth Lending Agreement but anybody can sign documents online this was not me I would never agree to a loan without using my wet signature!!! Please delete this from my credit file this is not fair I will pursue with a lawsuit I have been talking to my lawyer!!!
  Sincerely,
  
  ***********************