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:02/02/2024

  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 ordered a Roborock vacuum on Amazon on January 4,2024. I decided to separate my payments and use the Affirm option. I clicked on the type of plan I wanted and put in my cardholder information. Recently, I went to Affirms site and I put my phone number in. The site had someone else's name as the account holder. When I was signing up on Amazon for Affirm all it asked for was my information. I called Affirm multiple times. I was hung up on, disconnected and told there was no way for them to take my card number or information off the account that has my number and someone else's name on it. I am now locked out of that account and cannot see my purchase or get my information off that account. I was told ********************** will escalate the issue. I was first told they would call me within an hour. When I called back after the hour was up, I was then told they would email me within 5 days. It is now day 7 and I still have not received an email to resolve the issue.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states she took a loan out with Amazon through Affirm but it is showing up on another customers account. 
  
  ********************** understands Ms. ******* concern. We have requested that her concern be reviewed by our Account Safety  team to see what we can find. At this time, with the information **************** provided within her BBB complaint we can confirm we do not show an Amazon loan under her name. 
  
  Once our Account Safety team reviews they will be in contact with her.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21236374
  
  I am rejecting this response because: the safety team was supposed to contact me 5 days after I called Affirm to get the issue squared away. I called on January 25th and the safety team has yet to contact me to resolve this issue. The information on the other profile with the purchase is my information, except the name is not mine. The payment for my purchase shows payments are being taken out of my bank account. I just want access to see my bill for the purchase I made. 

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

  

  Business Response

  Date: 02/26/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which involves her concern that she is unable to view a loan she recently obtained. 
  
  On February 18, 2024,  Affirm's Account Safety Team followed up with **************** via email to advise that her recent Amazon loan had been inadvertently processed to another account due to her phone number being associated with the previous owner of her phone number. **************** was advised that she would no longer be responsible for the balance of this loan. Additionally, **************** is not able to view the loan details as this purchase was processed on another account. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/26/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/02/2024

  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 took out several Affirm loans in the summer of 2019. I was making payments on them and then COVID happened and I was unable to pay them off, so they went to collections. I DID pay all of them off and Affirm shows on their website that I did and confirms when I call. BUT one of the loans (ATHX-769Q) still shows on all of my credit reports as owing money, despite me paying it and having proof. ******** claimed during one of my many disputes that they called Affirm and Affirm claimed I still owed the $178 despite me talking to them 2 days prior and they said they would mail me the documents showing I had paid it off. I will include screen shots from Affirm and Experian showing the discrepancy. This has negatively been affecting my credit since May of 2021 when I paid it off and I want Affirm to follow through and fix this by reporting to the credit reporting agencies that I HAVE in fact paid for the loan in full.

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with the credit reporting of Affirm loan ATHX-769Q.
  
  Affirm records indicate that Hotels.com loan ATHX-769Q was processed on August 19, 2019 in the amount of $956.00. The agreed upon repayment terms included 12 monthly installment payments of $88.53 at an APR (Annual Percentage Rate) of *****%. **************** made the following payments towards the loan before payments became more than 120 days overdue: $100.00 on September 15, 2019; $88.53 on October 19, 2019; $100.00 on November 8, 2019; and $88.53 on December 31, 2019. The loan was then charged off on May 19, 2020 as payments became more than 120 days overdue.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm then received the following payments towards the loan after it was charged off: $150.00 on November 11, 2020; $178.12 on February 17, 2021; $172.12 on March 16, 2021; and $178.10 on May 11, 2021. The loan balance was settled with the final payment made on May 11, 2021.
  
  **************** disputed the accuracy of the credit reporting with loan ID ********* to Experian directly on three occasions: November 6, 2023; January 19, ****; and on January 22, ****. Affirm investigated these claims and reported to Experian that the payment history was being reported accurately. Affirm would like to apologize for any inconvenience that this may have caused, as the loan was later identified to have not been reported as paid in collections.
  
  Affirm has since taken steps to ensure that the reporting for the loan has been updated to accurately reflect as paid off in collections.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/02/2024

  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.

  On 12/14/2023 I ordered tires from extreme wheels order #**Z7-N9EQ. I used the buy now pay later option through Affirm. The company said the tires were in stock and ready to ship but that was not the case. Extreme wheels contacted me via email stating that they checked their inventory and did not have the tires in stock. I asked them to cancel my order but they refused to do so. They repeatedly tried to sell me different tires that I did not want. I asked them each time to cancel my order. They stopped replying to my emails all together. I contacted Affirm and opened a dispute. I explained to them that I never received the order, no tracking info was ***** *** sent them the invoice and all correspondence between myself and extreme. Affirm said the would investigate the situation. On 1/31/2024 I received a message saying that after investigating the case they determined that I was still responsible for paying the amount. I tried calling them about this matter, & after being on hold for 10 minutes the phone call ended.

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concerns with receiving a refund towards his purchase, obtained with an Affirm loan.
  
  Affirm's records indicate that loan 4OZ7-N9EQ was processed for $468.96 on December 14, 2023, for a purchase with Extreme Wheels. The repayment terms of the loan are 6 installments of $86.23 at an Annual Percentage Rate (APR) of *****% and payment due on the 14th of each month.
  
  It is important to note that Affirm strictly manages the financial portion of the purchase. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. Without specific evidence indicating that the merchant is operating outside of their set policies, or that a refund is due, Affirm is unable to process a refund.
  
  Affirm received contact from ****************** on January 2, 2024, where he explained that he was yet to receive his order. On January 11, 2024, Affirm proceeded with opening a dispute for the purchase. During the dispute process Affirm contacted the merchant directly and they advised that the items ordered were a special order and not eligible for a refund. Based on this, and documentation indicating that the merchant was attempting to resolve the issue, Affirm closed the dispute in the merchant's favor on January 31, 2023.
  
  However, as ****************** is yet to receive his order, or a clear indication on when it can be expected, Affirm has since contacted the merchant again to ask that they provide clarification on the status of ********************** order.
  
  At this time, Affirm is awaiting a response from the merchant. Affirm will be providing an update to ****************** as soon as possible.
  
  Affirm would like to apologize to ****************** for the delays encountered in this process and thanks him for his continued patience throughout it.
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21236138
  
  I am rejecting this response because:
  When I placed the order I was told the item was IN STOCK/READY TO SHIP. Extreme wheels never informed me that the item wasn't in stock. Furthermore Extreme wheels did not consult me as to whether I wanted them to proceed with placing a special order for them. Extreme wheels did not act in good faith when they processed my order and accepted payment through Affirm. Affirm is not acting in good faith by demanding payment on orders without verifying that the purchased order was processed correctly by the merchant, & that the order was successfully completed. Simply accepting the merchants word without properly verifying they shipped the purchased order, and that the customer satisfactorily received the purchase before issuing payment to the merchant is not practicing good faith business ethics. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal concerning the merchant dispute adjudication involving his loan. 
  
  At this time, Affirm has reached out to the merchant, Extreme Wheels, for additional information related to ********************** claim. Once Affirm receives an update, a member of the ************* Team will follow up with ****************** via Affirm's Secure Messaging Portal. ****************** can expect to receive a response within the next 1-2 days. 
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21236138
  
  I am rejecting this response because:The matter hasn't been resolved yet.  Affirm is continuing to demand payment on this loan even though I have clearly opened several disputes. Affirm is adamant that I'm still responsible for this loan even if I haven't received the items. I have tried numerous times to contact Affirm about this dispute, and it still hasn't been resolved. The merchant claims that the items had to be special ordered and therefore I'm not *********** a refund. I was never notified that they had to be special ordered, & I never consented them to be special ordered on my behalf. Extreme wheels did this action without communicating with me beforehand. I should not be held responsible for their negligence. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed his complaint, which states his request of a refund towards loan 4OZ7-N9EQ.
  
  On February 28, 2024, Affirm sent ****************** an email indicating that Affirm was able to confirm with the merchant that due to this order being a special order, he was unable to cancel this order. This policy was agreed upon at the time of purchase, and due to this we have not been able to support him in this dispute. Because of this we have determined that at this time ****************** is responsible for repayment on this loan.
  
  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: 03/02/2024

   
  Complaint: 21236138
  
  I am rejecting this response because: I did not ask or agree that Extreme wheels special order the tires for me. Extreme wheels did this solely without my knowledge or permission. I honestly do not understand what Affirm is having a problem with understanding this situation. I ordered the tires because Extreme wheels said they were in stock. Extreme wheels.DID NOT INFORM ME THAT THEY WEREN'T IN STOCK OR THAT THEY HAD TO BE SPECIAL ORDERED. Affirm is is trying to make me responsible for something I did not request or agree to. I uploaded the email from Extreme wheels stating that they in deed made a mistake when they advertised the tires as being in stock when they weren't. When I informed them that I wanted to cancel the order they refused my request. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/01/2024

  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 no liable for this debt with Affirm.com. I do not hace a contract with them. I spoke to a rep and asked them to send me the the original contract they didn't provided me with the contract I requested.

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ************************* BBB complaint. Affirm has reviewed ***************** complaint, which states their request for Affirm to remove the credit reporting of their Affirm loan as they claim they are not responsible for this debit. 
  
  Affirm's records indicate that loan NW5G-5UZ6 was processed for $1,135.13 on September 1, 2021 for a purchase with Walmart.com. The agreed upon repayment terms of the loan were 12 installments of $94.06 at an APR of *****% and payment due on the 1st of each month. A downpayment of $170.27 was processed on August 30, 2021, in order to process this loan. On the same day, an adjustment was processed towards this loan for $28.38 and ***************** loan was adjusted accordingly. On October 30, 2022, loan NW5G-5UZ6 was charged off after having an overdue balance for 120 days.
  
  Affirm placed ***************** loan with one of Affirm's third-party collection agencies,***********, for continued management. At this time, ********************* will need to contact *********** at ************ to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  On February 8, 2024,  ********************* submitted a credit reporting dispute with e-***** and was advised that the credit reporting towards their loan was accurate. Upon origination of the loan, ********************* electronically accepted/signed a Truth in Lending Agreement. This document is available to ********************* at any time within their Affirm account. We have provided a copy of this document within our response for their convenience.  
  
  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 ********************* consented to and approved when they obtained Affirms loan.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ***** Genaos request to remove credit reporting for loan NW5G-5UZ6. 
  
  In the event that ********************* has any further questions, we encourage them to reach out to Affirm via ************************************************************
  

• Initial Complaint

  Date:02/01/2024

  Type:Delivery 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 Requested a Debt validation from January technology *** with a delivery Date of January 2,2024. As They Continuously Contacted Me Regarding Debts That They Failed To Provide Proof As per my rights under the Fair Debt Collection Practices Act (FDCPA), 15 USC ****g.

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ***********' BBB complaint. Affirm has reviewed ************' complaint, which states her request for the debit validation documents related to loan IDs: 241T-K1XQ, Z01J-****, and X2A6-XJ4L. 
  
  Affirms records indicate that loan 241T-K1XQ was processed with Walmart.com on December 9, 2022, for a purchase in the amount of $368.73. The loan required a down payment amount of $177.28 that was submitted on December 7, 2022. The repayment terms of the loan are six monthly installments of $34.76 at an APR of *****% with payment due on the 9th of each month. Affirm received one payment of $34.76 on January 26, 2023, and no further payments have been made to date. On June 10, 2023, the loan was charged off after having an overdue balance for 120 days.
  
  Loan ID ************* was processed with Walmart.com on December 9, 2022, for a purchase in the amount of $748.37. The loan required a down payment amount of $224.52 that was submitted on December 7, 2022. The repayment terms of the loan are twelve monthly installments of $51.07 at an APR of *****% with payment due on the 9th of each month. Affirm received one payment of $51.07 on January 26, 2023, and no further payments were made to date. On June 10, 2023, the loan was charged off after having an overdue balance for 120 days.
  
  Loan ID X2A6-XJ4L was processed with Walmart.com on December 9, 2022, for a purchase in the amount of $246.77 The loan required a down payment amount of $61.70 that was submitted on December 7, 2022. The repayment terms of the loan are six monthly installments of $33.60 at an APR of *****% with payment due on the 9th of each month. Affirm received a payment of $33.60 on January 26, 2023 and a payment on May 16, 2023. No further payments were made to date by ************. On August 8 2023, the loan was charged off after having an overdue balance for 120 days.
  
  Please note, if payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon charge-off, Affirm placed all three loans with ******** for continued management. At this time, ************ will need to contact January at ************** to settle these debts. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm received several disputes through E-***** concerning the accuracy of the information furnished related to these loans between May 7, 2023 and February 8, ****. As a result, Affirm investigated and confirmed the accuracy of reporting associated with both loans and the disputes were denied.
  
  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 ************' Loan Agreement which she consented to and approved when she obtained Affirms loans. More information on Affirm's Terms of Service can be found here: **************************************
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ************' request to remove credit reporting for loans Z01J-****, 241T-K1XQ, and X2A6-XJ4L. 
  
  For ************' reference, copies of the Truth in Lending Agreement bearing her electronic signature have been attached to this response. Together, these documents provide the debt verification that ************ seeks.
  
  In the event that *********** have any further questions, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:02/01/2024

  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 paid off my last Affirm loan and no longer owe them any money. I tried multiple times to close my account and they keep advising I have to wait 30 days. I should not have to wait 30 days to close my account when I no longer owe them anything. I should be able to close at ANYTIME!

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ********************** BBB complaint, which states her request to close her Affirm account. 
  
  On February 1, ****, ****************** contacted Affirm's via our chatbot service to request that Affirm close her account. ********************** advised ****************** that she is required to call Affirm's *********** in order to request an account closure. On the same day, ****************** called Affirm to request an account closure. ********************** advised ****************** that is *** take up to 30 days to close her account after her final payment activity. 
  
  Affirm's records indicate that ********************** final payment was submitted towards loan ID ********* with ******** The loan was processed on December 14, 2023 for $136.72 with an APR of *****% and 12 monthly installments of $13.64. Her payments are due on the 14th of each month. ********************** final payment was submitted on January 31, **** and her loan is now reflected as paid off. 
  
  Affirms Terms regarding account closure states that, Your request *** take up to 30 business days to process. ****************** can read more about Affirms Terms of Service on our website at the following link: **************************************
  
  We request ****************** contact Affirm on March 1, ************************************** the meantime, ****************** is able to adjust her notification preferences within her Affirm account and unsubscribe from any advertisement emails by logging into her Affirm account and selecting "Unsubscribe" in her settings. 
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm by calling ************ or via ************************************************************

• Initial Complaint

  Date:02/01/2024

  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.

  Last summer, I started receiving emails from Affirm alleging I opened an Affirm account to purchase an Ipod at a ******* in June of 2023. I have called Affirm over 10 times and submitted affidavits to Affirm indicating that this account was not opened by myself and the ipod was not purchased by myself. Affirm has filed a claim on my credit report and turned the debt over to a collection agency. I have also provided affidavits to the collection company and explain the debt doesn't belong to me. Every time I call Affirm, I am told that it is being investigated and there is nothing they can tell me. I don't think 6 months is really required to investigate this matter. I have not been able to obtain any information about this purchase to challenge this with *******. In fact, I have never had any correspondence from Affirm regarding my multiple emails, affidavits, etc. disputing the account/charge. The only email I received from Affirm was a customer service survey! LOL

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ********************** BBB complaint, which states an unauthorized loan was taken out in his name and he is now requesting to remove this loan and correct his credit reporting.
  
  Affirm's records indicate that loan QO2E-30BX with ******* was processed on June 21, 2023, for $1,483.62 with an APR of *****%. The agreed upon repayment terms were 18 monthly installments of $97.71, due on the 21st of each month. This loan was charged off on November 19, 2023, after zero payments were submitted towards the loan. 
  
  On September 1, 2023, ****************** contacted Affirm to report an unauthorized loan associated with his account. On September 21, 2023, after Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loan, ****************** was advised he would remain responsible for loan 1QO2E-30BX and any repayments associated with the loan. ****************** was advised to complete the attached Affidavit to dispute the adjudication provided by Affirm. 
  
  On October 19, 2023, ****************** submitted a webform to dispute loan 1QO2E-30BX as unauthorized. On October 20, 2023, Affirm emailed ****************** to advise him that his account was flagged for suspected unauthorized activity and his dispute was escalated to the proper department for review. On October 26, 2023 ****************** called Affirm to advise that he was receiving emails related to loan 1QO2E-30BX and claimed he did not have an Affirm account and did not authorized this loan. On October 27, 2023 Affirm emailed ****************** to advise that his account was under review, but that there were no loans associated with his account. ********************** would like to apologize as this information provided to ****************** was incorrect. 
  
  On November 11, 2023, Affirm again advised ****************** that he remains responsible for loan QO2E-30BX and provided him with an Affidavit to dispute Affirm's adjudication. On November 19, 2023, ****************** called to follow up on his claim and shortly afterwards emailed Affirm a completed Affidavit for review. 
  
  On February 6, ****, after Affirm's investigation evaluated all information provided in the origination of the claim as well as details associated with the disputed loan, ****************** was advised he would not be held responsible for loan QO2E-30BX and Affirm removed this loan from his credit report. 
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:02/01/2024

  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.

  The company has violated fair credit reporting practices by not allowing my current credit profile to reflect a paid in full balance. I have provided proof to Experian credit bureau on several occasions to no avail, as they continue to dismiss my proof, and continuing to report erroneous information as being accurate!!!

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his concerns with his credit report.
  
  Affirm's records indicate that on March 23, 2020, ************** obtained loan 5QAF-**** for a purchase with the merchant, Cozy Corner Patios LLC for $2,415.60. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 36 monthly payments of $99.31.
  
  Due to having a past due balance for more than 120 days, the loan charged off on October 22, 2022. He then completed a settlement offer with Affirm's third-party debt collector on November 4, 2022.
  
  Upon review of ****************** complaint, Affirm has taken the necessary steps to ensure a balance is no longer being reported to the credit bureaus for loan 5QAF-****.
  
  We sincerely 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 ****************************************************.
  

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29th I used Affirm to purchase a wallet from the company Normest. I received my product on December 11th and I was highly unsatisfied with the product I received. It looked like a cheap piece of plastic. I reached out to the company Normest to return the wallet and no response from them at all I reached out to their email address, their online support form, and the customer service agent who had responded to me when I said I wanted to update my address. No response from anyone. After being frustrated with the company Normest, I reached out to Affirm to file a dispute. Affirm assured me they would look into the issue and get back with me after I provided my evidence. I uploaded all the emails I sent with no response and a screenshot of their customer service form I had filled out multiple times. Affirm gets back with me and says that they denied my dispute and are in favor with the merchant. Their response was We have been in communication with the merchant regarding your claim and have received documentation that you did not apply for a return prior to opening a dispute, and you've opened the dispute after the 45-day return window has expired. Thus, we cannot see that the merchant is not following their policy Moreover, the merchant also states that they did not receive any email or communication from you. As per the merchant, their customer support email is *************************, and you can reach out to them via the contact form, which is ******************************************. This doesnt make any sense. 45 days after the return window would be January 25th, and I submitted the dispute on December 27th. And that customer support email isnt listed anywhere on their website so where did they come up with that?? I am highly unsatisfied with Affirm that I had to dispute the two payments with my bank. However I am now filing this complaint because they are still saying I owe money to them that I am not paying. I need refunded $29.29

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that the product she received from the merchant associated with her Affirm loan. 
  
  Affirm records indicate that ******************** Normest loan (ID ********** was processed on November 30, 2023 in the amount of $58.59. **************** agreed to make three biweekly installment payments of $14.65 and a downpayment of $14.65. The loan APR is 0.0%. **************** has submitted her down payment on November 29, 2023. **************** has made two additional payments to date: $14.65 on December 15, 2023 and $29.29 on February 2, ****. The loan was settled on February 2, ****. 
  
  On December 27, 2023, **************** contacted Affirm via the Affirm *********** to report an issue with her purchase. A merchant dispute case was created for Affirm to assist **************** with investigating this matter further.  When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation. 
  
  On December 29, 2023, **************** provided documentation of her order and attempted communication with the merchant. Normest advised Affirm that **************** had not contacted them directly to request a return for her item, as it appeared that she was reaching out to the incorrect contact. ******* advised that no refund was due as ******************** item has not been returned. 
  
  On January 30, ****, the dispute involving ******************** loan was resolved in favor of the merchant. This adjudication was reached as the merchant confirmed that **************** had not contacted them to request a return, and her item was no longer eligible to be returned as it was outside of the 45-day return window. Once the dispute was resolved in favor of the merchant, **************** was deemed to be responsible for the remaining balance of her loan. This was communicated via Affirm's Secure Messaging Portal on January 30, **** by an Affirm ******** Care agent, as well as via an automated message sent to ****************** email address.
  
  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's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  At this time, **************** is encouraged to email Normest directly by emailing ************************* or via the contact form ****************************************** to determine if any further action can be taken to address her claim. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:01/31/2024

  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 signed a contract on 1/6 for services of cabinet painting from KB creations. I applied for a loan through Affirm that day. The next day I found out my daughter was sto have open heart surgery and I freaked out. I am mentally and physically not able to do any project and cancelled the service 1/7. The company, KB creations refused to cancel and now I am stuck paying the loan for services I no longer want. I disputed through Affirm and they have been giving the run around ever since. I have sent them documentation they requested, twice. I have called several times and they just keep delaying by making me jump through more hoops. The contract I signed says I can cancel as long as I didn't pay 50% down. The financing had not gone through yet. I do not see why this can't be resolved.

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which concerns her request to cancel the order associated with her Affirm loan. 
  
  Affirm records indicate that ****************** KB_********_Creations's loan (ID ********** was processed on January 8, **** in the amount of $2,556.72. ************** agreed to make 6 monthly installment payments of $426.12 and the loan APR is 0.0%. ************** has not made any payments towards the loan to day. 
  
  On January 8, ****, ************** contacted Affirm via the Affirm *********** to report that they had attempted to cancel their order, but the merchant advised that their order could not be canceled. As a result, the Affirm ************* team sent a request for further information to ************** via the Affirm Secure Messaging Portal on January 8, **** and January 31, ****. ************** provided documentation of her correspondance with the merchant. On February 1, ****, a merchant dispute was initiated to investigate ****************** claim further. During the despite process, Affirm will reach out to both the merchant and the customer to request information regarding the dispute claim. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  On February 12, ****, the dispute involving ****************** loan was resolved in favor of the merchant. This adjudication was reached as ******************* confirmed that ************** signed a contract when her order was processed agreeing that her order was not able to be canceled. Per ****************** claim that she had not paid the 50% deposit, it was clarified that the 50% deposit was included in her loan balance of $2,556.72. ************** confirmed the loan terms on January 6, **** when her order was confirmed with the merchant. Once the dispute was resolved in favor of the merchant, ************** was deemed to be  responsible for the remaining balance of her loan. This was communicated via Affirm's Secure Messaging Portal on February 12, **** by an Affirm ************* agent, as well as via an automated message sent to **************** email address. 
  
  At this time, ************** is encouraged to continue working with ******************* to determine next steps for her order, as the contract states that canceled orders will not be refunded. 
  
  Affirm understands that this is a frustrating outcome and apologizes for any inconvenience that this may have caused. In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;