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:09/07/2025

  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 been trying to close my account with **********************. There has been a lot of fraudulent activity on the account. Even though there has been fraud I paid the account in full. They told me they have to wait 30 days to close my account from the day its paid off. It has been paid off for over 30 days and they REFUSE to close my account saying I need to verify my identity by sending them my driver license. They obviously have my information because they let numerous people fraudulently use my account. I just want it closed. That's all so this never happens again.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint, because she is requesting to have her Affirm account closed.
  
  On September 7, 2025, Ms. ********* reached out to Affirm and requested to have her Affirm account closed. 
  
  Please be advised, Ms. ********* Affirm account becomes eligible for closure 30 days after  her final loan payment has been processed and all associated accounts, such as ********************** Money or Affirm Card, have also been closed.
  
  Please note that, per Affirms Terms of Service, **** ********* request may take up to 30 business days to process." Ms. ********* can review our full Terms of Service for additional details at **************************************.
  
  Affirm records indicate that Ms. ********* account was compromised and therefore was locked to prevent any further security risk. 
  
  Since the account is compromised, the account must be recovered before Affirm can start the closing process. Part of the recovery process is verifying Ms. ********* identity. 
  
  On September 8, 2025, Affirm sent Ms. ********* an email with a link to verify her identity. 
  
  On September 11, 2025, Affirm sent another verification email to Ms. ********* due to there being an issue processing Ms. ********* ID. Please reply to the verification email or call Affirm to request another verification link. 
  
  Affirm apologizes for any inconvenience that Ms. ********* has experienced during this process.
  
  In the event Ms. ********* has any further questions or concerns, we encourage her to reach out to Affirm *********** Search for answers and contact us .
  

• Initial Complaint

  Date:09/07/2025

  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 got a text in my cell from affirm about a loan payment coming due in August. I didn't click the link because I had no idea what affirm.eas and though it was a scam so googled affirm. I called and filed a fraud complaint because I had no idea what the company it was from was or what affirm was. They took complaint on Aug 25th ehich was the day after I was sent the **** about the loan and sent an email confirming filing complaint. They said nothing I provided them matched the info on file so they couldn't give me much info on it. Only thing matching was my cell number. I never got an email in my emails I have a use only a text about this supposed loan. They replied about the outcome of the fraud complaint Sept 4th saying that in their investigation I am responsible for the loan. I called immediatly again and have once again filed a complaint to dispute again. New Reading, Loan ID: ********* Is the supposed loan I have no.idea what New Reading is and before getting message and googling affirm I also had no idea what affirm was. I did NOT order whatever this is or take a loan out and I am afraid this Will end up on my credit report under collections for something I never did or ordered. I am.getting repeated text messages daily about the past due amount for the loan payment and I want.whatever this is canceled and removed from me entirely. How ******* tell me that the info I gave you doesn't match the loan on file ****** can't share info with me and yet.then turn.around and tell me that I am responsible for this loan! I do not know or have any clue who or what this even is. I want it canceled and removed from me immediatly.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed her complaint, which involves her claims that an unauthorized account and  loan were opened in her name and requests that it be canceled.
  
  Affirm's records indicate that the virtual card loan 73NA-VIDP was processed on August 4, 2025, for a purchase with the merchant, New Reading, in the amount of $70.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $12.53due on the 4th of each month. A refund of $40.01 was applied to the loan on August 31, 2025 reducing the loan balance to $31.18. No payments have been made towards the loan.
  
  Affirm encourages all customers to make payments on or before their scheduled due date. While you won't incur any late fees, please be aware that late payments may impact your ability to take out future loans with Affirm. Affirm reports all payment plans and associated repayment activity to Experian (for loans originated on or after April 1, 2025) and ********** (for loans originated on or after May 1, 2025), and may report to other credit bureaus in the future. If your payment is 30 or more days overdue, it may be reported to credit bureaus as delinquent. Furthermore, if payments are more than 120 days overdue, Affirm reserves the right to refer your loan to third-party collection partners. Once a loan has been charged off, this status is irreversible.
  
  Ms. ******** contacted Affirm on August 25, 2025 to report an unauthorized loan associated with her phone number. The Affirm ************* Agent informed her that the case will be escalated to the appropriate team for further investigation. On the same day, an email was sent to her confirming that her account was flagged for suspected Unauthorized activity, collections, negative furnishing and payments were placed on hold until the investigation is concluded.
  
  After an investigation was conducted, Ms. ******** was found responsible for the loan. An email was sent to Ms. ******** informing her of the dispute outcome on September 4, 2025. The email also encouraged her to provide new information such as a police report or other documents via a webform link provided.
  
  Following the receipt of the current complaint, Ms. ********** claim was further escalated for review on September 11, 2025. On the same date, a member of the Affirm Account Safety Team followed up with Ms. ******** via email informing her that she is responsible for the loan in her name based on the available information. Ms. ******** was further encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Affirm encourages Ms. ******** to complete the webform within the Affirm's *********** and provide any supplemental documents to support her claims of the unauthorized account and loan. Once a completed webform is received, Affirm will conduct further investigation and notify her of the outcome within 30 days. To do so, please see the following link:
  ************************************************************************************;
  
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23851630
  
  I am rejecting this response because:

  I have filed the form response you asked for. I have not been provided a document showing I agreed to a loan. There is nothing with my name or signature in fact I was besides the cell number my information did not match the loan on file and I could not be provided information about the loan as a result either. So how am I responsible for something I never saw or signed. I do not have any loans with anybody but my car loan. I.was never told there was a credit issued. I was only told in an email I was found to be responsible for the loan. I never signed anything I was never sent an email to either email address I have on file ********************** or ********************** stating I signed for a loan. I do not even know what New Reading is. I have no idea what was purchased even. I absolutely did not take this loan. In fact when I got the text I had to ****** affirm to see if you were a legit company because I thought it.was a scam text message. I am not paying for something qhen I have no idea what it is I am even paying for. I am not paying for a loan without proof that I signed and agreed to the loan. 

  
  Sincerely,
  
  ******** Elgewiny

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding an unauthorized loan on her account.
  
  As previously stated, Ms. ******** was informed that the account would undergo a second review for possible fraud. After this additional review, completed on September 11, 2025, , she was again advised that she remained responsible for loan 73NA-VIDP and encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Upon receipt of this complaint, Affirm escalated the claim to the Affirm Account Safety Team for review. On September 17, 2025 a member of the Affirm Account Safety Team reached out to Ms. ******** via email informing her she was found responsible for the loan. The Account Safety team's investigation included a thorough review of all information available at the time of the review, including information provided when the claim was made, details of the disputed loans, and account history.
  
  Ms. ******** can provide these documents to further support her claim: a full Police Report filed with her local law enforcement, screenshots of any messaging she may have received from a fraudster, a timeline of events, and a signed and notarized affidavit from her, formally attesting to the identity theft. Ms. ******** may contact Affirm at ************ or email ***************************************************************** referencing case ******** to submit documentation.
  
  Affirm encourages all customers to make payments on or before their scheduled due date. While Ms. ******** won't incur any late fees, late payments may impact her ability to take out future loans with Affirm. Affirm reports all payment plans and associated repayment activity to Experian (for loans originated on or after April 1, 2025) and ********** (for loans originated on or after May 1, 2025), and may report to other credit bureaus in the future. If Ms. ********* payment is 30 or more days overdue, it may be reported to credit bureaus as delinquent. 
  
  Attached, Ms. ******** will find the Truth in Lending Disclosures and Loan Agreements, bearing her electronic signature, and the Loan Verification documents. These collectively serve as a validation of her debt.
  
  As stated in Affirms Terms of Service, Your electronic signature on agreements and documents has the same effect as if you signed them in ink. She can find more information on Affirm's Terms of Service at **************************************.
  
  In the event that Ms. ******** has any further questions or concerns, Affirm encourages her to reach out via ****************************************************************;
  
  

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23851630
  
  I am rejecting this response because:

  This is the first time I have ever even gotten this at all and I have never seen it before. I would have remembered. I do not see my signature. They still have not even told me what the loan was for. I asked what New Reading is. They have still yet to tell me what it even is. I did not request a loan for anything at all. What is the company and what did I buy from them??
  
  Sincerely,
  
  ******** Elgewiny

• Initial Complaint

  Date:09/05/2025

  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.

  10/10/2024 i bought an item from a company the company used affirm for purchases; 8/15/2025 We returned part of the items (the company we purchased from was gave us no issues had warranties etc) it was affirm who provided issues all the way through they insisted on sending a check recieved the check in September 30 days approx cashed the check the check bounced. Now if i bounce a check on a company there are fees etc. Called affirm they said they needed to issue another check and would take another 30 days this is none sense they bounce a check this was not an us issue this was an issue by the company and all they have given was runarounds about refunds

  

  Business Response

  Date: 09/10/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint regarding the refund associated with his recent return.
  
  We understand and regret the inconvenience and frustration this situation has caused. Upon review, Affirm's records indicate that the purchase referenced in the complaint is not associated with Mr. ****** account. Due to privacy and security policies, Affirm is unable to disclose or discuss account-specific information unless we are speaking directly with the verified account holder.
  
  If someone else is inquiring on Mr. ***** behalf, they must obtain verbal authorization from him before our ************* team can discuss any account details. Mr. **** may contact Affirms ************* team directly by calling ************, available 7 days a week from 7:00 a.m. to 10:00 p.m. CST.
  
  For further assistance or to submit an inquiry online, Affirm also encourages Mr. **** to reach out through our *********** at: ****************************************************.

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23845767
  
  I am rejecting this response because:My wife has given explicit consent my number is on the account as a comtact and the checks that paid the invoices came from my accoint affirm is playing games since my wife is right next as I write this message.  i see no issie with my compalint besides the fact we are now playing symantics my wife **** can also make a complaint. as Reference I was able to cummincate with Affirm with no issues serveral times refarding the issue after providing the reference number provided in my complaint affirm has texted my numner as well to confirm the account while on the phone never havw rhey asked me for my wifes permission. They can keeo their apologies and correct the situation if we decided to go buy an itme and bounce a check on the company they would come after us with debt collection, fees for bluncing a check etc. if needed my wife will file a comlaint as well attached is the confirmation code received to communicate with affirm and authorization severla times has been given by my wife stop playing games and send a valid check that will not bounce
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond to Mr. ****** BBB rebuttal regarding a refund
  We understand and regret the inconvenience and frustration this situation has caused. Upon review, Affirm's records indicate that the purchase referenced in the complaint is not associated with Mr. ****** account. Due to privacy and security policies, Affirm is unable to disclose or discuss account-specific information unless we are speaking directly with the verified account holder.
  If the account holder of the account that Mr. **** is referencing needs more information we kindly ask he have the account holder contact Affirms ************* team directly by calling ************, available 7 days a week from 7:00 a.m. to 10:00 p.m. CST.
  For further assistance or to submit an inquiry online, Affirm also encourages Mr. **** to reach out through our *********** at: ****************************************************.
  
  

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23845767
  
  my wife has made a complaint This morning

  I am rejecting this response because:

   

  Affirm is playing games lets see their excuse/to my wifes Complaint and since I paid the account from my checking account ********************** should return all payments in violation of security but they cashed the checks. If they were so ****** on security and my wife never gave permission then how was I able to call in and speak with affirm and or send checks not in her name to cover the Invoices

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

• Initial Complaint

  Date:09/05/2025

  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.

  Please see attachment of complaint

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she is due a refund of a down payment.
  
  Affirm records indicate that Ms. ******* loan QCEP-GYVI was confirmed on August 19, 2025, for a purchase in the amount of $2600.00 at LIV ***** Watches. Ms. ****** agreed to make 12 monthly installment payments of $191.99 and the loan Annual Percentage Rate (APR) is *****%. A down payment of $650.00 was required and submitted on August 19, 2025.
  
  On August 27, 2025, Ms. ****** contacted Affirm via chatbot system stating that an order she placed was cancelled by the merchant. She was concerned about the down payment that was made by her not being returned immediately.
  
  On September 02, 2025, Ms. ****** followed up that interaction with calling in to Affirm regarding the refund from her down payment. Ms. ****** expressed frustration with the refund not being completed. The customer care agent advised Ms. ****** of the merchant processing cutoff date which will be September 18, 2025.
  
  At this time, the loan is still in the approved-merchant processing state as the merchant is processing the associated order. To that end, Ms. ****** is not responsible for the monthly installment payments associated with the loan.
  
  Affirm loans when confirmed but not processed are typically in a pending state state for up to 21 days to ensure that the merchant is not going to capture any funds associated with the loan. We apologize for any inconvenience this may have caused but as of September 17, 2025, the loan should finalize and any unused funds will be adjusted from the loan balance. Ms. ******* will also receive a notification of a refund and will be returned to the original form of payment within 3 to 5 business days.
  
  In the event ********* has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/05/2025

  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 made a purchase using affirm--buy now pay later, on August 1, 2025. I paid $101.40 as the initial down payment and affirm was to cover the additional funds required by the merchant (*******) which would be a total loan amount not including my down payment; $506.84. The order I placed was never processed by the merchant, due to their system rejecting the high purchase as a safety precaution. I immediately contacted affirm, provided them the confirmation of the cancellation ID and explained the situation. They first tried to blame the merchant for not releasing funds of down payment. Then they said I had to wait until August 21, 2025 before the pending transaction would fall off from their system. I attempted to have the situation escalated, when that did not work I contacted my bank. I filed a dispute, provided the necessary proof and was later denied the charge back. I received paperwork confirming the denial from my bank on August 13, 2025. By September 1st I still had not received my refund from affirm so I contacted CS...again. I was informed the charge back was still pending in their system and to wait another 2 business days. I waited and called back yesterday. I was informed that I needed to provided proof of the denial, which I emailed a copy of the paperwork and STILL was told I needed to wait. The "supervisor" I spoke with supposedly had no ability to override the system to process my refund. Nor did he have a time frame that their system would register the pending charge back as cancellated. He supposedly could not get someone in upper management to override the system either. I was given no guarantees of when I could expect my funds but instead told that my account would be notated and "hopefully prioritized."

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed his complaint, which states his concern regarding a refund from a order that was cancelled. 
  

  Affirm records indicate that Mr. ********* ******* loan 9KS7-4095 with an *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 18 monthly payments of $29.49. The loan required a down payment amount of $101.40 leaving a residual loan amount of $405.60 to be repaid.
  
  After reviewing your account, ********************** can confirm that Mr. ********** chargeback has been approved by his bank. When a payment is charged back, those funds are returned to your original payment method while your bank completes their investigation. 
  
  Since Mr. ******** chargeback was successful, the payment will be processed directly by his bank and not by Affirm. The funds should be credited back to Mr. ********** original payment method. 
  
  If Mr. ******** have any questions about the timing or details of this refund, please contact your bank directly as they will be handling the processing of these funds.
  
  In the event Mr. ******** has any further questions about their Affirm account status after the chargeback, they can contact Affirm Customer Support at ************** or through our help center here at ******************************************.

  Customer Answer

  Date: 09/14/2025

   
  Complaint: 23843985
  
  I am rejecting this response because:

  I have been in contact with my banking institute that has informed me that nothing has been "approved". My dispute is still under investigation and could take another 10 businesses days if not another 2 months give or take for a solution (since their process can take from ***** days).

   

  Therefore I am not sure who the affirm associate was and who they spoke to at my banking institute but their is no evidence to support their response. 

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

  

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal. Affirm has reviewed Mr. ******** complaint, which involves his concern that he is due a refund of a down payment.
  
  Upon receipt of Mr. ******** complaint, Affirm escalated his concern to our resolutions team. After further investigation, a chargeback occurs when a payment made by a customer temporarily reversed by their financial institution while a dispute is being reviewed. During this time the disputed amount is credited back to the customer's account, pending the outcome of the bank's investigation. For any further information regarding resolution please contact your financial institution directly.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/05/2025

  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.

  Approximately June or July 2025 I purchased a pair of "Walking Shoes" from a company called Hike through Affirm using their 4 payment system. The shoes cost $58.27. The shoes are cheaply made junk and not nearly worth the cost. Each payment was $14.56 of which I paid 2 payments totaling $29.12. I filed a dispute for the purchase and provided pictures of the poorly constructed merchandise. Despite the proof Affirm denied my request for a refund and is telling me I have to pay for this "junk", and is demanding payment from me for the remaining payments even though the product is not worth the cost. Please help me receive a refund from Affirm. I have also offered to return the "junk".

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her concern with receiving shoes from Hike Footwear that she states are not satisfactory and would like to be fully refunded. 
  
  Affirm records indicate that Ms. ******** loan 36X2-HAGI processed on July 1, 2025 in the amount of $58.27 with 0.00% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 4 bi-weekly payments of $14.57 on the 1st of each month.  
  On August 8, 2025, Ms. ******* called Affirm regarding dissatisfaction with merchandise purchased from Hike Footwear. She reported that the merchant had only offered a 30% partial refund and refused to accept the return of the product. On the same date, she also inquired about a failed payment that occurred on July 30, 2025, and was informed by the Affirm ************* agent that the failure was due to the payment method being declined by her bank, and that she would need to contact her bank directly for resolution.
  
  On August 13, 2025, Ms. ******* initiated a merchant dispute concerning the unsatisfactory footwear and that it was not as advertised. The Affirm ************* agent she spoke with explained the dispute process, including the need to submit supporting evidence and the expected timeline.
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by both the customer and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both the customer and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify the customer of the outcome via email within approximately 60 days. Please note: Affirm's ability to resolve the dispute is based on the merchants policies and the documentation provided. Final outcomes may reflect the merchant terms.
  
  Ms. ******* provided pictures of the shoes on August 20, 2025, but the quality of the photos were insufficient to demonstrate visible defects or damage. On August 21, 2025, Affirm confirmed via secure message that the merchant dispute had been opened on August 13, 2025 and informed Ms. ******* that she and the merchant had 15 days to provide additional evidence. On September 3, 2025, Affirm communicated that the dispute was closed in the merchants favor due to insufficient evidence establishing that the product was damaged, defective, or not as described. Affirm specifically noted that more concrete documentation, such as clearer photos or expert verification, would have been required.
  
  On September 5, 2025, Ms. ****** reopened the dispute and submitted further statements that the merchant had offered a 50% partial refund without requiring return of the merchandise, though the refund was never received. Please note that while a loan is in a disputed status, the merchant is not able to apply refunds and customers cannot make payments. 
  
  Affirm sent a secure message the same day requesting additional evidence to support the renewed claim. On September 6, 2025, Ms. ******* called Affirm again to reiterate that the partial refund had been promised but not fulfilled, and that pictures had already been submitted. 
  
  The merchants published return and exchange policies indicate that defective or quality issues would result in a replacement product at no cost, while changes of opinion or dissatisfaction with the product require the customer to return the merchandise at their own expense. These policies can be found on their website here: ********************************************************
  
  In this matter, the merchant did not accept the return of the item and initially offered partial refunds of 30% and later 50%, which were not completed. Affirm has reviewed the available evidence once again and have concluded the dispute to be closed once again in the merchant's favor as of September 11, 2025. Now that the dispute has been closed, the loan is able to have refunds applied to it, per the merchants agreement with *******. She would need to request this once more from Hike Footwear. 
  
  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.
  
  We have investigated any credit reporting implications as a result of her recent merchant dispute claim, and have taken the necessary steps to ensure that this loan is not being reported negatively. Please allow 3-5 days for her credit report to update.

  If Ms. ******* has any further questions or concerns, we encourage her to visit ****************************************************
  

  
  

• Initial Complaint

  Date:09/05/2025

  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 never signed up for recurring payments with this company. I ordered therapet for my dog. I paid with my debit card . It was a ONE TIME PAYMENT. I continue to receive email stating my automatic payment is being deducted from my debit cars on Sept 6.I never authorized this. Spoke to the company which assured me my payments that I never authorized would not be taken out and they are doing an investigation. I dont believe this to be true.

  

  Business Response

  Date: 09/10/2025

   

  Thank you for the opportunity to respond to Ms. ********* BBB complaint regarding concerns about unauthorized recurring payments related to her TheraPetMD purchase.
  

  Upon investigation, Affirms records confirm that on August 21, 2025, Ms. ******** entered into a financing agreement with Affirm for a purchase from TheraPetMD totaling $41.13, under Loan ID *********. This loan was structured into two installments: $20.56 due on September 6, 2025, and $20.57 due on September 21, 2025. The loan carried a 0.00% APR and required no down payment. ******* was initially enabled using a debit card ending in 5967 but was manually disabled on September 5, 2025 one day before the first scheduled payment.
  

  Because AutoPay was disabled prior to the payment date, the first installment of $20.56 was not processed as scheduled, causing the account to become overdue on September 6, 2025. Since then, no manual payments have been made, and the total loan balance of $41.13 remains outstanding. The second installment of $20.57 is still scheduled and due on September 21, 2025.
  

  The payment reminders Ms. ******** received are standard automated notifications sent as part of Affirms loan servicing process and are not indicative of unauthorized charges or a recurring subscription.
  

  For full transparency, we have attached a copy of the Truth in Lending Agreement (TILA) and Loan Voucher (LV), which outline the terms and conditions Ms. ******** agreed to at the time of purchase, confirming the loan amount, repayment schedule, and total due.
  

  If Ms. ******** has any further questions or believes this loan was opened in error, we encourage her to contact our support team directly at ************** or visit our *********** at Affirm *********** Contact Us. We are happy to assist further and ensure this matter is fully resolved.

• Initial Complaint

  Date:09/04/2025

  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.

  ****** sent Affirm this invoice for $591, but Affirm charged me $650 and said it's not their fault, but hasn't shown me anything to prove it was ******'s mistake. I want Affirm to credit me back my $60.

  

  Business Response

  Date: 09/05/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she has been overcharged for a purchase with *******
  
  Affirm records indicate that Ms. ******* Amazon loan (ID ********** was processed on July 15, 2025 in the amount of $650.60. Ms. ****** agreed to make 18 monthly installment payments of $44.41 and the loan Annual Percentage Rate (APR) is *****%. This Amazon order involves two order IDs, ******************* and 113-0435915-3377816.
  
  On August 12, 2025, Ms. ****** called Affirm to initially inquire about an order total for the above loan with ******. The Affirm ************* agent advised Ms. ****** of the order total which is $650.60 to which she agreed.
  
  Ms. ****** called Affirm the next day on August 13, 2025, advising she was overcharged for loan Q4LD-7R6P as her receipt shows a total of $591.60 but the loan was processed for $650.60. The Affirm ************* agent reviewed the loan and Ms. ****** stated she could provide the receipt as evidence. She emailed the receipt and item details, and the Affirm ************* agent reviewed the evidence while on the call. After the Affirm Customer Agent reviewed the evidence, they transferred Ms. ****** to the Affirm Resolutions team who advised her to contact ****** as Affirm is only the financier of the purchase.
  
  After review of Ms. ******* complaint, the evidence she provided references only Amazon order ID *******************. Amazon loan Q4LD-7R6P also contains order ID *******************. At this time Affirm advises Ms. ****** to contact ****** regarding order ID ******************* if she is unaware of this order.
  
  Please note that Affirm is simply the financier of a purchase and therefore all refunds and cancellations are subject to the policies of the merchant.
  
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/04/2025

  Type:Billing 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 Affirm/Shop user since ************************************************** purchases made. Only in the last two weeks have I had my purchases denied in part to proving my identification. I have reached out to customer service who has stated they will escalate the issue to provide an email resolution to prove my identification. I am still awaiting said email and wondering why, when all my information on file has been correct the previous 4 years is just now deemed incorrect.

  

  Business Response

  Date: 09/10/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint which states her concerns regarding her inability to proceed with Affirm's services to obtain financing due to issues related to identity verification.
  
  Ms. ****** contacted Affirm on September 4, 2025 to find out why a couple of her loan applications were declined due to identity verification issues, despite fulfilling the process requirement. The Affirm ************* Agent assured her that her concerns will be escalated to the relevant team and she should receive an email within 3-5 business days with updates. The following day an email was sent to Ms. ****** confirming that her concerns have been escalated to the appropriate team as previously informed. 
  
  Please note that Affirm utilizes multiple factors to verify identity and help prevent unauthorized use. If the information provided does not align with public records, the application may not be approved.
  
  Following a review of Ms. ******* concerns, an email was sent on September 8, 2025 informing her that her identity had been verified and she can proceed with her application for financing. 
  
  Affirm encourages Ms. ****** to kindly continue with her application for financing and contact us should she encounter the same issues regarding her applications. 
  
  In the event that Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 09/10/2025

  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:09/04/2025

  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 was victim of fraudulent activity on my account and even after i paid off the illegitimate charges they refuse to remove my personal information and tradeline from their database

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed her complaint, which states her concerns regarding credit reporting for a charged-off and unauthorized loan, even after it was paid off.
  
  Affirm records indicate that Ms. ***** Alieva loan 4APR-FOQI was processed on November 17, 2022, in the amount of $296.40 with a *****% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 12 monthly payments of $22.86. A down payment of $44.46 was made on November 16, 2022.
  
  Ms. Fort made a payment of $22.86 on December 17, 2022. The loan had five consecutive failed payment attempts from January 17, 2023, to June 17, 2023, causing the loan to become overdue. The loan was charged off on June 18, 2023. A final payment of $227.59 was made on December 12, 2024, through collections.
  
  Affirm encourages all customers to make payments on or before their scheduled due date. While Ms. Fort won't incur any late fees, please be aware that late payments may impact her ability to take out future loans with Affirm. If her payment is 30 or more days overdue, some loans originated prior to April 1, 2025, may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer these loans to third-party collection partners. Once a loan has been charged off, the charge-off status is irreversible. For information on credit reporting for repayment plans originated on or after April 1, 2025, please visit Affirms *********** here: *****************************************************************************************.
  
  Affirm received several Experian disputes regarding the accuracy of the information reported for loan 4APR-FOQI between January 19, 2025, and September 10, 2025. Following an investigation for each dispute, Affirm confirmed that reporting was accurate, and Ms. Fort was informed of this.
  
  Ms. Fort contacted Affirm several times between March 4, 2025, and September 5, 2025, regarding an unauthorized loan on her account. After each investigation, a member of the Affirm Account Safety Team followed up via email, informing her that she was found responsible for loan 4APR-FOQI. The Account Safety team's investigation included a thorough review of all information available at the time of the review, including information provided when the claim was made, details of the disputed loans, and account history.
  
  As outlined in Affirm's Terms of Service, Privacy Policy, and Ms. ***** loan agreement, Affirm is required under the Fair Credit Reporting Act (FCRA) to report accurate loan and repayment information to consumer reporting agencies. Affirm is only permitted to update or correct information if it is determined to be inaccurate, incomplete, or unverifiable. By accepting the terms of her loan agreement, Ms. Fort acknowledged and consented to these reporting practices. She may review current Terms of Service at **************************************.
  
  At this time, Affirm respectfully declines Ms. ***** request to remove credit reporting for loan 4APR-FOQI, as it is reporting accurately based on records.
  
  Attached, Ms. Fort will find the Truth in Lending Disclosure and Loan Agreement, bearing her electronic signature, and the Loan Verification document. These collectively serve as the validation of her debt.
  
  As stated in Affirm's Terms of Service, "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." You can find more information on Affirm's Terms of Service at **************************************.
  
  In the event Ms. Fort has any additional questions, she is encouraged to contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23840153
  
  I am rejecting this response because:

  i was victim of identity theft you guys are refusing my claim because the bad actors use my address and personal information to obtain the loan which is unfair because how else were they able to obtain this loan without having my personal information i dont have any agreement with you guys and need to re investigate this fraudulent act.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond to Ms. ***** BBB rebuttal. Affirm has reviewed her complaint, which states her concerns regarding an unauthorized loan and credit reporting for a charged-off even after it was paid off.
  
  Please understand that protecting customer information is **********************'s top priority. Affirm takes security and privacy very seriously. While we empathize with Ms. ***** concerns and understand her frustration, Affirms investigation determined that Ms. Fort remains responsible for loan 4APR-FOQI. The Account Safety team's investigation included a thorough review of all information available at the time of the review, including information provided when the claim was made, details of the disputed loans, and account history.
  
  As outlined in Affirm's Terms of Service, Privacy Policy, and Ms. ***** loan agreement, Affirm is required under the Fair Credit Reporting Act (FCRA) to report accurate loan and repayment information to consumer reporting agencies. Affirm is only permitted to update or correct information if it is determined to be inaccurate, incomplete, or unverifiable. By accepting the terms of her loan agreement, Ms. Fort acknowledged and consented to these reporting practices. She may review current Terms of Service at ********************************************;
  
  At this time, Affirm respectfully declines Ms. ***** request to remove credit reporting for loan 4APR-FOQI, as it is reporting accurately based on records.
  
  Ms. Fort was previously provided with the Truth in Lending Disclosure and Loan Agreement, bearing her electronic signature, and the Loan Verification document. These collectively serve as the validation of her debt.
  
  As stated in Affirm's Terms of Service, "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." Ms. Fort can find more information on Affirm's Terms of Service at ********************************************;
  
  In the event Ms. Fort has any additional questions, she is encouraged to contact Affirm directly via ****************************************************.