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:02/28/2024

  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 purchased a membership for transcription for my business from Mentalyc. When I did this I used affirm to split up the payments. They took the initial of 4 payments of $350 and I am due to pay the additional 3 payments in 2 week increments of 116 approximately. But they additionally took another full payment of $699.90 from my account. When calling them the phone system is incredibly unhelpful (automated) with getting to speak to an agent who eventually gets you to some people in Asia every time. I spoke with someone yesterday that did a refund but I had little time to speak with them, They said I need to check something and then it would be processed but the thing they said would be there to so wasn't there. I called today again and no mention of that but said that I need to wait 5-10 business days to get the money they stole from my account and I did not authorize. And when I want to speak to an agent they gave me an email address and said I can not expedite the money they stole from me and in fact it should already be in my account which it isnt and I can call my finically institution to check on this. There are no live agent to speak to about the matter according to the supervisor. So now they have stolen an unauthorized amount from my account and will give it back at their leisure while they make interest off of my money and Im left with $700 less to make my monthly bills. The place that I can make a complaint is at **************************************** They are very complacent and like these things happen. She told me she could only see the $350 in my account and couldnt see the additional $700 but I told her several times that I can see it in mine and I have a screenshot of it and she still continued that she cant see it and Ill have to email the other people to verify it. This business is a mess. They steal peoples money and then give it back when they please. I told them that Id reach out to the BBB and that where they are from that might be ok but not here. Frauds

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which involves her concern that she was charged twice for her recent Affirm purchase. 
  
  Affirm records indicate that Ms. ****** Mentalyc loan (ID ********** was processed on February 22, 2024 in the amount of $700.00. This purchase was made using the Affirm Card product and was initiated on February 21, 2024. ************** agreed to make three biweekly installment payments of $116.67 and a down payment of $350.00. ************** submitted the down payment successfully on February 21, 2024. On February 27, 2024, a full refund was issued towards the loan. As a result, Ms. ****** down payment was refunded to her original payment instrument. 
  
  In addition to the aforementioned loan being processed, a purchase in the amount of $699.90 was completed to the same merchant, Mentyc.com, on February 21, 2024 using Ms. ****** Affirm Card.  On February 22, 2024, Mentyc.com issued a refund of $699.90 to Ms. ****** Affirm Card. This refund was linked to Ms. ****** Affirm loan for the same merchant, ID *********, on February 27, 2024. As a result of the refund, ************** is no longer responsible for making payments towards her loan. 
  
  As the merchant did not issue a refund for the second charge of $699.90, ************** remained responsible for the charge. The purchase was paid using Ms. ****** linked bank account on February 26, 2024. 
  
  ************** contacted Affirm on several occasions between February 26, 2024 and February 29, 2024 to request information as to why they were charged twice for the same purchase. ************** was initially advised to contact the merchant directly to request that they refund the duplicate charge. However, when the refund was applied by the merchant, it was inadvertently applied towards Ms. ****** Affirm loan, rather than to the second charge that was made using her Affirm Card. Affirm would like to apologize for any inconvenience that this issue may have caused. 
  
  At this time, ************** may contact the merchant directly to request a refund if she does not want to pay for the purchase in full upfront. She is no longer responsible for the payments associated with loan ID *********. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 03/15/2024

  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:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to change my name with affirm on two separate occasions after going through a divorce. I love affirm, but its important to me that they update my information to my legal name thats listed on my IDs, Social Security card, and on my credit report. I dont know why they make this a difficult process. I have already sent in the legal document they requested but nothing has happened.

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with updating the name associated with her Affirm account.
  
  ********************** received contact from **************** via *********** on February 22, 2024, where she advised of a legal name change and requested that the name associated with her Affirm account be updated. ********************** responded on the same day and requested that **************** call in to provide additional verification details. Affirm then received phone contact from **************** where she reiterated the request to update her name.
  
  On February 22, 2024, Affirm sent **************** a message containing a single use verification link where she could securely submit the required documentation for her request. This message asked that once the documents were submitted, **************** allow 7 business days for the information to be updated, if approved.
  
  On February 26, 2024, Affirm sent **************** a message to confirm that the name associated with her Affirm account was updated.
  
  Affirm thanks **************** for her patience throughout this process.
  
  In the event that **************** has any further questions, we encourage them to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AFFIRM **** I do not have a contract with AFFIRM, they did not provide me with the original contract as i requested. Ive disputed this loan many times with affirm and now this account has been charged off and is on my credit report.

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which involves her claim that she is not liable for the loan in her name. 
  
  Affirm records indicate that ****************' GOAT loan (ID ********** was processed on July 21, 2023 in the amount of $481.76. **************** agreed to make 6 monthly installment payments of $71.47 and a down payment in the amount of $72.27, which was submitted on July 20, 2023. The loan has an APR of 15.99%.  **************** previously made payments towards this loan, but each payment was charged back by ****************' original payment instrument.  
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. As a result, the payment will become overdue once it is charged back. ****************' loan became more than 120 days overdue and was charged off on December 20, 2023 to Affirm's third party collections partner, *******. **************** may contact ******* directly by calling ************** to make payments towards her loan. 
  
  **************** previously contacted Affirm on September 11, 2023 to report the aforementioned loan as unauthorized. Affirm initiated a claim to investigate ****************' claim further, and advised her that the investigation could take up to 30 days to be completed. On October 6, 2023, Affirm's Account Safety Team advised that **************** would remain responsible for the balance of the loan, unless new evidence could be provided for her claim to be re-investigated. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan 2LAF-MQZD. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to 
  **********************************************************;
  
  

• Initial Complaint

  Date:02/28/2024

  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 just recently booked a vacation and used Affirm as my method of payment. I made one payment of $100, but my account was charged twice, and affirm charged an extra $100. Affirm sent out an email apologizing for duplicate charges, and promised that the duplicate charge would be returned to my account. I have been calling them for a week and has been getting the same promise, but the duplicate charge was still not refunded. I filed a case and send evidence showing duplicate charges, and still my money was not refunded. I spoke to a supervisor this morning, **** (case number ********) who was very disingenuous in his responses, and they were even saying they do not see where I was charged twice, as if they are accusing me of lying, EVEN THOUGH I RECEIVED AN EMAIL FROM THEM APOLOGIZING FOR THIS, and sent evidence from my back reflecting the duplicate charges. That extra charge almost put me in a negative balance and has cause me to be late on my other bills. I am highly disappointed and will never be using affirm again. Please consider other payment assistance companies before you consider affirm. They are very shady.

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to **************************** BBB complaint. Affirm has reviewed **************************** complaint, which involves her concern that she was charged twice by Affirm. 
  
  Affirm records indicate that **************************** Vacasa loan (ID ********** that was processed on February 21, 2024 in the amount of $1,055.11. ************************ agreed to make 3 monthly installment payments of $351.70 and the loan APR is 0.0%. To date, ************************ has made three payments towards their loan: $100.00 on February 23, 2024; $125.70 on March 1, 2024; and $49.00 on March 1, 2024. 
  
  On February 25, 2024, Affirm sent an automated email stating that on an error occurred with Affirm's payment processor on February 23, 2024 that *** have caused a duplicate payment to be authorized using their linked payment instrument. The email stated that the charge was only authorized and not successfully captured or charged. To that end, ************************ should have only been charged in the amount of $100.00 for the payment that is appearing on her loan timeline. In the event that an additional charge of $100.00 was captured from her bank account, ************************ is encouraged to provide documentation from her bank stating that the funds were captured by emailing ***************************************. Please note, the documentation that was previously provided only shows that there is an authorization of $100.00. 
  
  In the event ************************ has any further questions or concerns, we encourage her to reach out to 
  ****************************************************************;

• Initial Complaint

  Date:02/27/2024

  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.

  T4WH-O4IF They refuse to refund me. Affirm, Inc.30 ********************************************************************************** Loan: T4WH-O4IF Date Obtained: 2/16/24 Merchant: Affirm Virtual Card Purchase Amount: $318.00 Loan Amount: $190.80 APR: 35.75%Term: 3-Month Installment Loan Remaining Balance*: $193.09 *Please note, for interest-bearing and non-charged off loans, interest accrues daily. The remaining balance being reported is accurate as of the date above

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed the complaint, which states he was waiting for his refund to be processed to his loan. 

  
  Affirm's records indicate that loan T4WH-O4IF was processed on February 16, 2024 for a purchase with an Affirm Virtual Card labeled, *******.com, in the amount of $318.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $67.43. The merchant refunded the Affirm virtual card on February 24, 2024 for $317.99. 

  
  ************ contacted Affirm on March 1, 2024 through Affirms chat service and asked why the refund had not been processed for the loan as of yet. The Affirm agent confirmed that the loan could be refunded and pushed the refund to the loan timeline. ************ was refunded for his down payment of $127.20 on March 1, 2024, and the loan was fully refunded and is no longer his responsibility. 

  
  Please note that once a refund is processed it will reflect back to the original form of payment within 3-5 business days. 

  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  My Affirm account has been hacked and someone has used my account to make purchases at ******* and used my account to also get a credit card through Affirm. I did not catch this until a payment of $29.06 was made using my bank account ending in 8959. I do not own nor do I recognize the other accounts. They are expecting me to pay $441 for merchandise I did not purchase. When I accessed the app to view my account I noticed that there were multiple other bank accounts added to the app which was also making payments. I called Affirm to notify them that I did not request the loan. I told them that I only recognized one account. And there was also a Master Card being used to purchase and make payments. I previously disputed an item from Affirm on my credit report and it was removed. I did take screenshots of the other accounts because Affirm has since deleted those accounts and my account. Their process is to send some type of contact and confirmation before receiving funds, I did not receive any emails or sign any contract. They investigated and stated that I am still responsible for the changes and if I do not pay they will report to my credit. I do not feel that Affirm take precautions to ensure those using their services are safe from hackers. I have used their services in 2021 and I paid them in full. They should have a better verification process like photo identification to ensure they are funding the right person

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns that Affirm loans were obtained in her name without authorization. 
  
  Affirm received phone contact from **************** on January 30, 2024, where she reported the suspected unauthorized activity. The assisting Affirm agent informed **************** a case would be forwarded to the relevant team for investigation. Affirm also sent **************** an email confirming this and noting that restrictions had been placed on the Affirm account to prevent further attempts at unauthorized activity. 
  
  On Febraury 20, 2024, Affirm's Account Safety Team sent **************** an email informing her that their initial investigation had determined she would remain responsible for repayment of Affirm loans MRCF-LHQ1 and GKKQ-B55Z. This communication noted that Affirm understand there may be instances where we are missing information that would aid in the investigation process. For this reason **************** was directed to complete a consumer protection affidavit via Affirm's ************ The email noted that once Affirm had received the completed consumer protection affidavit, the investigation would be reopened and she would be informed of the outcome within 30 days. 
  
  Affirm received ******************** follow up on Febraury 20, 2024. 
  
  On March 12, 2024, **************** was sent another email by Affirm's Account Safety Team. This email confirmed that **************** will not be held responsible for repayment of Affirm loans MRCF-LHQ1 and GKKQ-B55Z. This email also noted that if the loans included credit furnishing, they would be removed from ******************** credit report. At this time, Affirm would like to confirm that the loans did not include credit furnishing, so **************** will not see an impact to her credit report. 
  
  Restrictions have been placed on ******************** Affirm account. The account will remain locked until **************** completes Affirm's secure verification process. If **************** would like to move forward with securing her account, please call ********************** at ************ so that we can begin the verification process.
  
  Please know that we take these claims very seriously and appreciate ******************** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  In the event that **************** has any further questions, we encourage them to reach out to Affirm via **********************************************************;
  
  

• Initial Complaint

  Date:02/27/2024

  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 ordered a product that I never received, after waiting period I made *********************************************** about not receiving product & how I didn't want to end up paying for something I never got; both parties understood. After Affirm "investigated" and SEVERAL calls back to their office, and an email, I thought it was resolved. Today, I received the text message attached stating a collection agency was trying to collect a debt that was resolved by no shipping, no confirmation, or receiving the product. All papers are attached

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity in responding to **************' BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan by a merchant.
  
  Affirm's records indicate that on September 20, 2023, ************** obtained loan ETLZ-Y66U for a purchase with the merchant, Sport ***** LLC for $569.20. He agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $189.74. 
  
  Due to having a past due balance for more than 120 days, the loan charged off on February 18, 2024. The loan was sent to Affirm's partnered third-party debt collector, ***********. They can be reached by calling **************.
  
  On September 27, 2023, ************** contacted Affirm requesting for the loan to be refunded. He was advised that his request would be escalated. On October 6, 2023, Affirm sent him an email requesting for more information supporting his claim of refund being owed.
  
  On October 17, 2023, ************** sent Affirm an email stating that he has been unable to reach the merchant despite his attempts at contacting them. On October 27, 2023, Affirm sent ************** another email requesting for evidence supporting his claim.
  
  Please note, Affirm simply manages the financing of **************' purchase. Order fulfillment, including refunds and cancellations, is the responsibility of the merchant. Affirms dispute process ultimately relies on the nature of the merchant's policies. Affirm is only able to provide any applicable refunds once applied by the merchant. 
  
  Upon review of **************' BBB complaint, his request has been re-escalated and currently is being reviewed. In the event that a full refund is confirmed, Affirm will take the necessary actions to have the loan refunded, recalled from *********** and removed from his credit report. Affirm will contact ************** directly as more information becomes available.
  
  We sincerely apologize for any frustration this situation may have caused for **************. In the event that he has any additional questions in the interim, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:02/27/2024

  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.

  You have denied my loan dispute in favor of the merchant claiming that the merchant had followed their policy. However, nowhere in GOAT's policy did it state that absence of a signature is grounds for denial of a refund. The courier failed to provide satisfactory proof of delivery as the photo provided is a picture of a black screen. I have followed their procedures, providing a notarized affidavit and filing a police report, in a timely manner despite not receiving a reply for more than a week for this urgent matter. They also refuse to appeal the claim with ***** on my behalf despite being allowed to reopen the case for another 5 months per *****. Initially, GOAT repeatedly alleged that they have filed a claim with ***** although ***** confirmed with me multiple times over the phone that a claim was never indeed filed. The claim was not filed until approximately a month later after notifying GOAT of the situation.

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity in responding to ****************************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indicate that on December 29, 2023, ************************** obtained loan MUM6-6P2B for a purchase with the merchant, GOAT for $452.34. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $45.44. To date she has completed two payments to date.
  
  On January 29, 2024, she contacted Affirm requesting for the loan to be refunded. On February 2, 2024, Affirm sent ************************** an email requesting for evidence confirming a refund was owed by the merch and advised that the loan was placed into an official dispute.
  
  On February 17, 2024, Affirm sent ************************** an email advising that the dispute was closed and that she would be responsible for repayment of loan MUM6-6P2B.
  
  Please note, 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. Affirm is only able to apply any applicable refunds towards a loan once confirmed by a merchant. We ask for ************************** to contact GOAT directly with regards to any refunds that *** be owed towards loan MUM6-6P2B.
  
  We apologize for any frustration this situation *** have caused for **************************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21356264
  
  I am rejecting this response because:

  I have attached GOAT's own BBB response telling me to be in contact with you regarding the refund. I have attached the same message to my loan dispute. The claim with ***** was finally settled March 7th, and I have recently called to confirm whether or not GOAT has been in contact with you. I do not know what other forms of evidence to submit and have been trying to follow the vendors policy. I need to know what your policy is to resolve this matter.

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

  

  Business Response

  Date: 03/20/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern with a refund that has not been received yet.Affirm's records indicate that loan GPG8-**** was processed on November 19, 2023 for a purchase with the merchant, Gametime, in the amount of $828.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $207.00 due on the 19th of each month.************** first contacted Affirm by phone on February 16, 2024, asking if the refund was reflecting. The Affirm agent advised that the refund was not showing yet on the loan timeline but that once processed, the refund could take 3-5 business days to reflect.On February 17, 2024, the merchant processed a full refund to the loan for $828.00. There were 4 payments of $207.00 each made to the loan by ************** on December 4th, December 18th, 2023, January 1, and January 15th, 2024. Once the loan was refunded there were 4 payments refunded back to her original form of payment ending in *4836. These refunds failed and were not processed resulting in a refund by check being processed for $828.00.On March 4, 2024, she reached out through Affirms chat service. She asked about the refund and if it could be applied to her other loans. The Affirm agent advised that the refunds had failed back to her original form of payment and the refund would be processed by check. ************** requested that we do not send the check and apply the refund to her card.Please note that due to the age of the original payments, this is the reason the refunds cannot be applied to her card. When this occurs we must send the refund in the form of a check. Because the refunds failed, they will not reflect on her bank's end since they could not be processed.As for taking a refund that is applied to one loan and applying it to other loans, this would need to be done by the customer. Example would be that if a refund is received to a bank account, back to a debit card, or by check, the customer could take those funds and apply extra payments to their existing loans. However, Affirm cannot apply a refund to a specific loan, onto other loans. We apologize for any inconvenience.As of March 20, 2024, Affirm has requested review of her check and found that the check has been delivered to her and cashed. She may take the funds and apply them to other loans if she wishes. We hope that this has provided some resolution.In the event that ************** have any further questions, we encourage her to reach out to Affirm via ****************************************************

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21356264
  
  I am rejecting this response because you replied to the wrong person. I am not ***************.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/20/2024

  Thank you for the opportunity in responding to ****************************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant and has sent further evidence.
  On February 17, 2024, Affirm sent ************************** an email advising that the dispute was closed and that she would be responsible for repayment of loan MUM6-6P2B.

  
  On March 12, 2024, she sent the screenshot of the response she had received from GOAT through her BBB complaint ith them. Affirm has asked for our Resolutions Team to review the new evidence to see if we can assist further. She should have received a response via secure message on March 20, 2024 going over the outcome of the previous adjudicated dispute. Because the merchant is working within their policies, the dispute adjudication remains the same and ************************** is still responsible for the loan. 

  
  Please note that Affirm manages the financing of the purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the order. Until the merchant refunds her loan, she is still responsible for repayment. 

  
  We apologize for any frustration this situation may have caused for **************************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  
  

  
  

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt. I no longer have a contract with Affirm. Everything has been paid for and dismissed through **** Bankruptcy Court. Case # **-13161-LMI. My Attorney and the Bankruptcy Court have also required Affirm to delete this account off my credit file.

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concerns with credit reporting and claim that she had filed for Bankruptcy.
  
  
  While investigating her complaint, Affirm found no record of Bankruptcy filing or reach out from her prior. At this time, there is no record of an active Bankruptcy. If she has filed successfully, Affirm kindly asks that she email the approved file to *************************************** so the team can assist her further. 
  
  
  Affirms records indicate that loan ****-1ZIK was processed on April 01, 2022 for a purchase with Amazon in the amount of $254.02 with a *****% APR to be paid over 12 monthly installments of $18.82. The loan required a downpayment of $60.96 which was paid on March 29, 2022. The loan is currently paid off however the loan was overdue for over 90 days and accurately reported as such. 
  
  
  Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loans.
  
  
  Upon origination of the loan, she electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of the Loan Agreement: you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action. In addition, in Section 17, she agreed to authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score).??She also agreed to Affirm's Terms of Service ("***") when she created your Affirm account. As stated in Section 2 of the *** How Affirm Serves You: You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you. **************** can find Affirm's *** here: **************************************.
  
  In the event that she has any additional questions or concerns, Affirm encourages her to reach out to them via **********************************************************

• Initial Complaint

  Date:02/27/2024

  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.

  Payments have been made towards my Affirm account, and ********************** is claiming those payments have not been received when they have cleared my checking account my balance remains high with a firm. Even though payments have been made monthly I have proof of the transactions clearing my account, yet my balance with Affirm shows that Ive only made one or two payments. I have contacted a firm and let them know that what theyre doing is fraudulent and they advised me to dispute it with my bank.

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that her loan is appearing as overdue. 
  
  Affirm records indicate that Ms. ******* Priceline loan (ID ********** was processed on August 16, 2023 in the amount of $4,196.42. **************** agreed to make 18 monthly installment payments of $305.08 and the loan APR is *****%. On October 31, 2023, a partial refund of $1,014.42 was applied towards the loan. **************** made six payments of $305.08 towards the loan, but each of these payments were later charged-back by Ms. ******* financial institution. To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. As a result, the payment will become overdue once it is charged back. 
  
  As a result of these chargebacks, Ms. ******* loan payments became overdue for more than 120 days. The loan was charged off on February 29, 2024. If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to one of their third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. At this time, Ms. ******* loan remains with Affirm, so she can contact Affirm directly to make payments towards the loan by phone. The ************* team is available by calling ************ between the hours of 7 am and 10 pm CST seven days a week. 
  
  At this time, **************** may contact her original financial institution for insight into the payments that were charged back. **************** previously contacted Affirm by phone on February 13, 2024 to inquire about the status of her loan payments. The responding Affirm agent advised that the loan was overdue due to Ms. ******* previous payments being charged-back. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that her loan is appearing as overdue. 
  
  Affirm records indicate that Ms. ******* Priceline loan (ID ********** was processed on August 16, 2023 in the amount of $4,196.42. **************** agreed to make 18 monthly installment payments of $305.08 and the loan APR is *****%. On October 31, 2023, a partial refund of $1,014.42 was applied towards the loan. **************** made six payments of $305.08 towards the loan, but each of these payments were later charged-back by Ms. ******* financial institution. To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. As a result, the payment will become overdue once it is charged back. 
  
  As a result of these chargebacks, Ms. ******* loan payments became overdue for more than 120 days. The loan was charged off on February 29, 2024. If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to one of their third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. At this time, Ms. ******* loan remains with Affirm, so she can contact Affirm directly to make payments towards the loan by phone. The ************* team is available by calling ************ between the hours of 7 am and 10 pm CST seven days a week. 
  
  At this time, **************** may contact her original financial institution for insight into the payments that were charged back. **************** previously contacted Affirm by phone on February 13, 2024 to inquire about the status of her loan payments. The responding Affirm agent advised that the loan was overdue due to Ms. ******* previous payments being charged-back. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;