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:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase using affirm for $279.21 on 12/13/23 and I returned the item within 30 days but the merchant hasn't issued a refund and affirm denied my dispute because they said that it was more than 60 days but I returned the item within 30 days. I had been working with the merchant to try to get the money back and now I want my money back.

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed the complaint, which states she cannot get a refund to her Amazon order and Affirm is not helping with a dispute. 
  Affirm's records indicate that loan MDHT-C86L was processed on June 15, 2023 for a purchase with the merchant, Amazon, in the amount of $279.21. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 biweekly payments of $69.80. 

  
  ************ first contacted Affirm on February 14, 2024 by calling in and explaining that they had returned their order to Amazon, but that Amazon had not processed a refund. The Affirm agent explained the expectations of refunds if Amazon were to refund the loan it can take 3-5 business days to reflect. 

  
  She followed up on February 15, 2024 through Affirms *********** and explained that she had returned her order within Amazons time frame and wants to dispute the loan. Affirm followed up and sent her the webform link to request a dispute and advised that her request would be sent to the appropriate department for review. 

  
  Affirms Resolutions team contacted her and informed her that the loan is outside of the 60-day window to be able to request a dispute. 

  
  Please note that the loan was confirmed on December 13, 2023. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until February 14, 2024. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are unable to open an official dispute at this time. 

  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan she is still responsible for repayment. 
  If she has further evidence to show that she is due a refund to the loan, Affirm is happy to review to see if we can help further. We would ask for the order number with Amazon, total and the amount due for refund. Additionally, the original order invoice and or the cancellation/return invoice is also helpful. 

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

  
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21347368
  
  I am rejecting this response because: I returned this item to the merchant within the 60 day timeframe and heres the tracking information attached.

   Order date 
  Dec 13, 2023 
  Order # 
  112-9480154-6028204 
  Order total 
  $279.21  (1 item)
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2024

  Thank you for the opportunity to respond to Ms. ***** BBB rebuttal complaint. Affirm has reviewed the complaint, which states she cannot get a refund to her Amazon order and Affirm is not helping with a dispute.

  
  Affirms Resolutions team contacted her and informed her that the loan is outside of the 60-day window to be able to request a dispute. Please note that Affirms dispute window is not in regards to returns, rather this is the window to be able to open an official dispute on an Affirm loan. 

  
  Please note that the loan was confirmed on December 13, 2023. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until February 14, 2024. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are unable to open an official dispute at this time.

  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan she is still responsible for repayment.

  
  If she has further evidence to show that she is due a refund to the loan, Affirm is happy to review to see if we can help further. We would ask for the order number with Amazon, total and the amount due for refund. Additionally, the original order invoice and or the cancellation/return invoice is also helpful.

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

  
  

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21347368
  
  I am rejecting this response because the business didnt resolve my complaint 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/26/2024

  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 paid this account with your debt through a third party (***********) they told me that the account would be deleted. I need this account removed from my credit reports asap please.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with the credit reporting of a charged off Affirm loan. 
  
  Affirms records indicate that loan N9WZ-JZA5 was processed on March 18, 2022 for a purchase with Walmart.com in the amount of $800.26 with a *****% APR to be paid over 12 monthly installments of $66.31. The loan required a downpayment of $120.04 which was paid on March 16, 2022. The loan received 3 payments of $66.31 on April 06, 2022, May 18, 2022 and June 18, 2022. The loan also had 2 partial refunds in the amounts of $52.92 and $144.72 applied toward the loan balance on April 09, 2022 and June 25, 2022. The loan was then overdue for over 120 days and subsequently charged off on November 16, 2022.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to 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 the loan with one of Affirm's third-party collection partners,***********, for continued management. On February 14, 2024, a collections payment for $221.10 was applied to the loan. This payment resolved the remaining balance of the loan. Affirm is currently in the process of updating the balance of the loan to reflect the $0.00 balance. 
  
  Please note, while the reporting of the loan will be updated to reflect the paid status, the history of charge off will remain. n accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated.
  
  Affirm investigated ******************** claim where she stated she was told the reporting would be removed but found no evidence of such communication from Affirm. If she is in possession of evidence to substantiate this claim, Affirm kindly asks that she submit it by emailing *************************************** and they will gladly investigate the issue on her behalf.
  
  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 we have confirmed that all credit reporting is accurate and will have to respectfully decline ******************** request to remove credit reporting for loan N9WZ-JZA5.
  
  
  In the event that **************** has any additional questions or concerns, Affirm encourages her to reach out via: **********************************************************

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising 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 12/11/2023. I purchased an electric bike on line from a company called Viably. I used the payment company Affirm to pay my purchase. I received no confirmation info from Viably and was not able to contact them. The contact info I had from Viably was phoney. On December 12 I contacted Affirm and explained that I thought Viably was a scam company and I wanted to cancel payment. Affirm made payment anyway and now claim I have lost my dispute with them and I owe the money. A quick investigation of Viably will quickly show that they are a scam but Affirm has not attempted to

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states that they never get their order and believe the merchant to be a fake.

  
  Affirm's records indicate that loan W2IB-ME4D was processed on December 11, 2023 for a purchase with the merchant, Viably, in the amount of $499.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $86.88 due on the 11th of each month.

  
  ****************** first contacted Affirm on December 16, 2023, when he requested that Affirm dispute the loan because he had not received confirmation of the loan as well as he believed the merchant was not a valid merchant. He followed up by calling Affirm on December 26, 2023 to advise that the merchant had no email, and the website is not active. Affirm opened a dispute that day and request further information from ******************. 

  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  Affirm sent multiple requests for information to ****************** from December 26, 202 to January 16, 2024. On January 16, 2024, Affirm closed the dispute in the merchants favor due to not receiving substantial evidence. ****************** informed Affirm on February 8, 2024, that they had not received any resolution on their end. 

  
  He called in on February 26, 2024 to discuss the despite outcome and his disappointment with the adjudication. As of March 11, 2024, Affirm has requested further review of the claim. ****************** should have received a recent secure message on March 12, 2024, advising him that the loan was due a full refund and he is no longer responsible for the loan.

  
  We are sorry for any inconvenience this has caused. In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:02/26/2024

  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 reached out to Affirm to dispute my purchase with their third-party partner/merchant, ************* 1/9/2024 for **** and UDAAP violations. Initially, the credit provider, Affirm, declined to even open a dispute, citing that I needed to work with the merchant to receive a refund. I was actively doing this, but I was not getting any traction from the merchant. On 2/8/2024, I reached out to Affirm again to advise that it's against federal regulations to deny me the opportunity to dispute charges, especially after providing documentation on my specific scenario. On 2/9/2024, Affirmed opened the claim, halted payments due for the purchase, and asked me to provide evidence for my claim by 2/24. I shared an abundance of evidence with Affirm on 2/15 and 2/23. Immediately following the evidence due date of 5:20 a.m. on 2/25/2024, I received an update from Affirm that they ruled in favor of the merchant as I didn't report damage to my purchase within 24 hours, ignoring the **** and UDAAP violations that I shared. Below are specific details about the **** and UDAAP violations that have forced me to open this complaint. Please note that my dispute evidence directly references financial regulations as outlined in the ******************* Act that Affirm and the third-party merchant, *************, are legally required to adhere to. I noticed that this policy was not PROMINENT on the page and, in fact, buried deep within the terms and conditions under their "Delivery" section, not returns. In the "Returns" on the website, it states "We are pleased to offer a 30-Day Hassle-Free Return Policy that starts on the day you receive your order. If you are dissatisfied with your purchase for any reason, you can return it to our warehouse for a refund within 30 days of delivery in the original condition and packaging." The key word in this policy is "Any Reason." Any reason includes damage, and damages aren't addressed in this section; it's ********** an asterisk - making it a UDAAP violation.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed her complaint, which states ******************** concern regarding her requests to cancel and return her order.

  
  Affirm's records indicate that loan ZU2Z-AXS3 was processed on December 26, 2023 for a purchase with the merchant, *************, in the amount of $3,071.63. This loan has terms of 0.00% Annual Percentage Rate (APR) and 6 monthly payments of $511.94 due on the 26th of each month. As of March 12, 2024, this loan reflects it is overdue $1,023.88.

  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  
  On January 5, 2024, ****************** called in and requested if the payment due date could be changed, as she had not yet received the product. Affirm advised her that once the repayment timeline is set, Affirm cannot move or change the due dates.

  
  ****************** followed up again on January 9, 2024 and stated that she had not received the full order, but the product she had received was damaged with imperfections. She indicated that she wanted to return the product but did not want to pay the incurred cancellation and restocking fees from the merchant.

  
  Affirm requested that ****************** send in evidence to substantiate her claims on January 9, 2024. On January 15, 2024, she followed up and advised that she had received the full order but that everything was damaged or of poor quality and that she wanted to return it to the merchant.

  
  Affirm opened an official dispute on February 9, 2024. Once a dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. Note that this does not mean that it will take the full 15 days to review the evidence and that when a dispute is resolved this means that Affirm has reviewed and read all of the information.

  
  ************* followed up with Affirm and advised that their policy for damaged items indicates that customers need to report the damage within 24 hours of receipt. Any reports made after this 24-hour period would be considered delivery damage and would no longer be eligible for return. More information about the merchants policy for damaged items can be found on their website at ***************** 

  
  Since ****************** did not report the damage within 24 hours of receipt, ************* offered to send a technician to review the damage so they can determine if repair is not possible or not cost-effective. If so, ************* would then proceed with shipping her a replacement.

  
  Additionally, if she requests that her order be canceled more than 24 hours after the order was placed, she may be subject to a 15% restocking fee plus a return shipping fee at an estimated $2.25 per pound. This is outlined on the merchants website at *******************************************

  
  As a result of this investigation, Affirm resolved the dispute in favor of ************* on February 24, 2024. Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, ****************** is still responsible for repayment. 

  
  Since she has been found responsible for repayment, Affirm has also determined that the reporting for this loan is accurate and we respectfully decline her request to remove it from her credit report.

  
  In the event that she has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rcv'd an email stating my loan has been approved for my ******* purchase. I called the company explaining I rcv'd an email but I do not have an account with ********************** nor did I order anything from Amazon. I was told to complete a form to begin a dispute but the form doesn't come to my email. They continuously send it to my phone as a text message with a link! Two days later, I receive an email stating my order from ******* will be listed as processing until items have been shipped. Again, I make another call to tell them, I don't have an account. At this point, they want me to give my date of birth. I advised, the account is fraudulent, why would I give you guys my birth date..... IT'S NOT MY ACCOUNT! The very next day, after speaking with three different representatives, I get another email which states Welcome to Affirm. I can't seem to get anyone to do anything about the situation. Today, I spoke with a supervisor who gave me a claim number ******** but still again.... they sent the dispute link by text wanting me to click it. they're sending everything else by email..... why not the form to file a fraudulent account.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states that she was notified of a loan with Affirm being opened, however she does not have an Affirm account and this is fraudulent. 
  
  Affirm's records indicate that loan E5R9-7QI8 was processed on February 26, 2024 for a purchase with the merchant, ******** in the amount of $140.71. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $24.12 due on the 26th of each month. 
  
  A second loan OJ9J-AMHD was processed on February 26, 2024 for a purchase with the merchant, Amazon, in the amount of $116.10 This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $11.66 due on the 26th of each month. 
  
  ************** first contacted Affirm when she called in on February 24, ***************************************************************************************** her name that she did not authorize. The Affirm agent requested a review of her request.  Affirm followed up with her the same day and explained that we had placed restrictions on her account and that the investigation could take up to 30 days. 
  
  On February 26, 2024, Affirms Account Safety Team investigated and reached out to her to inform her that we had closed the claim in her favor, and she was no longer responsible for the loans. Please also note that the two loans mentioned above are also not furnished and will not be reported to the credit bureaus. 

  Please know that we take these claims very seriously and appreciate your cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  Lastly, the account is currently restricted, and no loans or activity can take place on this account. If ************** is ever interested in using Affirm in the future, Affirm would need to verify her identity to be able to remove the restrictions. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm CT.
  
  We apologize for any inconvenience this has caused **************. In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

  
  

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a Christmas purchase on 11/22/23 from ******* using Affirm as the payment method. I purchased a TV and a carpet cleaner. The carpet cleaner was malfunctioning therefore I returned it to ******* on 1/5/24. ******* stated at the time they had to refund it to my original payment method (affirm) and it could take 7- 10 days for the credit and gave me verification stating such. I started calling Affirm about the refund and originally told me to wait cause a refund could take weeks. Called again then began the runaround back and forth between both companies with no resolve. An Affirm supervisor even spoke on 3 way with myself and ******* wear she heard the rep state the refund confirmed submitted to Affirm. I then get another message from Affirm talking about 60 days but I started this process prior to 60 days and I don't have the product or refund of *****.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed ************************** complaint, which involves her concern that she did not receive the refund she was expecting for a returned product. 
  
  Affirm records indicate that ************************** ******* loan (ID ********** was processed on November 24, 2023 in the amount of $317.79. ********************** agreed to make 12 monthly installment payments of $30.98 and the loan APR is *****%. To date, ********************** made three payments of $30.98 towards the loan on the following dates: December 24, 2023; January 24, 2024; and February 24, 2024. On March 6, 2024, a refund of $73.83 was issued towards the loan.
  
  ********************** contacted Affirm on January 25, ********************************************************************* her ******* purchase. ********************** provided documentation of her return and expected refund from *******. Affirm would like to apologize for the delay in investigating ************************** claim, and for an agent providing inaccurate information advising ********************** that her claim could not be investigated further. On March 5, 2024, Affirm reached out to ******* directly to request an update regarding the status of ************************** expected refund. The refund is confirmed on March 6, 2024 and successfully processed towards ************************** account. Notification of this refund was provided to ********************** via Affirm's Secure Messaging Portal. 
  
  In the event ********************* has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:02/25/2024

  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.

  1/11/2024, I requested a quote to Repair or ******* a Well Pump (**** #********) for $539.80. On 1/11/2024 the request was CANCELED. Which posted on **** 1/30/2024. Since approximately 1/12/2024, I was in contact with both Affirm and **** to ensure everyone was tracking my cancelation and credit (back to Affirm) for SERVICE NEVER RENDERED/ Cancellation. Remember I cancelled the same day the quote was requested 1/11/2024.I've had nothing but POOR customer service from ********************** (SEE ATTACHMENT EMAIL TRAFFIC). I have submitted all documents proving the cancellation (See attachment from **** to Affirm). Yet affirm is still trying to charge me $539.80, they are attempting to charge me Interest (remember I cancelled the quote request 1/11/2024 the same day it was requested.Affirm has closed two of my cases in reference to this issue and case numbers are as follows:ase ID Number:26221530 Case ID Number:25505818 ****** ******* was never rendered yet affirm wants me to now pay $591.00 with interest now being added to an account that should have cancelled 1/11/2024. I understand interest and how it works but I will not pay for a service I NEVER RECEIVED. All I'm wanting is the credit that's due my account in the amount of $539.80. All I want is the proper credit be placed on my Affirm account and apology from all the representatives that did not do their job. ****** all the documents they all requested has been turned in my myself as well as ****. Why Affirm isn't properly processing things is out of my control.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Mr. ************* BBB complaint. Affirm has reviewed the complaint which states her concerns with loan UE9J-44VW.
  
  Affirm records indicate that Mr. ******* loan with **** was processed on January 12, 2024  in the amount of $539.80 with agreed loan terms of 32.35%  Annual Percentage Rate (APR) and 6 monthly installments of $98.65. 
  
  On January 13, 2024, **************** reached out regarding issues with his order. On February 01, 2024, the ************* team followed up with her and requested additional information. On February 07, 2024, he reached out requesting a refund but did not provide any evidence. 
  
  On February 23, 2024 the team confirmed that they received her additional evidence and escalated the case.  The team advised him that the case could take up to 15 days to complete. 
  
  On March 11, 2024, the team completed they investigation and the case was resolved in his favor. They informed him that the loan was fully refunded and **************** is no longer responsible for the loan or repayments.
  
  Affirm would like to thank **************** for his patience with this matter. In the event that he has any further question, Affirm encourages him to reach out to Affirm via email.

  Customer Answer

  Date: 03/13/2024

  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:02/25/2024

  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 have been calling and calling trying to get the number updated on the affirm app so I can log in and do what is needed in the app, have been given the run around, hung up on and still have no access to the account

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint which states her frustration with the process to update her phone number. 
  
  Affirms records indicate that her phone number was successfully updated on February 27, 2024. While investigating her claim, the team had sent her multiple secure links to to verify her account. On the 27th, the team found that the verification was approved and the team was able to complete her request. 
  
  Affirm would like to thank her for her patience with this matter. As the phone number acts as the log in, Affirm must take the appropriate steps to ensure the security.
  
  In the event that ************** has any further questions, Affirm encourages her to reach out to Affirm via email or by visiting ****************************************************

• Initial Complaint

  Date:02/25/2024

  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.

  Today, during the night, Affirm took out the following amounts from my bank **************************** and ***** in overdraft charges. This was done in 12 hours during the night.I have contacted them 3 times and they will not help **** never created an account and had no idea who they were until I went on the web. They will not return my money, and even asked me for my birthdate, which I would not give them. I have spoken to a *****; DJ and *** and not one could help me, nor would they close the account I never opened. I was able to see the account and it noted there was no money owed. They cannot explain why this money was taken out of my account. Only they would be investigating it. How can you investigate something they Affirm, took out of my account in 12 hours? The bank flagged it when they tried to charge another ******. By this time my account is over $800 overdraft. I get paid in a few days and the overdraft money will come out of my account. I am 74, now cannot buy groceries, gas or pick up my medication as I used the debit card for all of these. They are not helpful and REFUSED TO CLOSE AN ACCOUNT I NEVER OPENED.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states that has deductions coming out of her bank account from ********************** but she does not use Affirm.
  
  Affirm's records indicate that loan VZ1N-5VY5 was processed on May 8, 2023 for a purchase with the merchant, IRobotCorpECOM, in the amount of $126.76. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $23.01 due on the 8th of each month. 
  
  The loan charged off to Affirm on October 7, 2023 due to not receiving payment for 120 days. In order to make payments she may call Affirm and an agent will be happy to help her make the payment. Once the payment is made it will take one business day to reflect on her Affirm account. She may call ********************** at **************. We are available 7 days a week from 7am - 10pm CT.
  
  Upon origination of the loan, ****************** electronically accepted/signed a Truth in Lending Agreement. To access her loan agreements online, visit ******************************************** and access her Affirm account. Once she is logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which she agreed to upon account creation on April 29, 2023 and every time she applies for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  She first contacted Affirm on June 10, 2023, when she called in to request that Affirm cease all communication and that she had not ordered with Affirm and that she had only ordered with iRobot. 
  At the time of the call the Affirm agent attempted to explain the loan and ****************** insisted that it was a mistake and to stop contacting her. She did not allow the agent to go over further details. 
  Per her request, Affirm had taken the necessary steps to ensure she would not be contacted. Please note, since she will not be receiving any communication from Affirm, she will be responsible for self-monitoring and repayment of all loans under her account that are active.
  
  On February 25, 2024, she called Affirm again to explain that she was being charged for 5 different transactions on her bank account, from **********************. The ********************** agent explained that we only saw the loan on file with IRobotCorpECOM and no payment had been made to the loan. Affirm shows no other loans with Affirm that would connect to any payments being dedicated from her bank account. ********************** requested that her claim of unauthorized activity be reviewed. 
  
  On March 1, 2024, Affirms Account Safety Team requested that ****************** please complete the webform and send her a secure link to do so. This would assist Affirm in investigating further. ****************** replied the same day and stated that this was not acceptable. 
  
  On March 5, 2024, Affirm acknowledged her recent response but that we still had not received her completed webform.  We are sorry if she has had an issue accessing this information to be able to complete it. 
  
  Affirm would like to request that ****************** please send in evidence to show the charges that have been coming out of her bank account from **********************. As stated previously, Affirm has only one loan reflected with no payments applied to it. There are no other loans on file and no applications have been approved other than the one listed with iRobot. 
  
  If she can send proof of the transactions with dates, amounts, the account the money was pulled from showing her name and banking institution, Affirm is happy to review and look into the charges further to see what we can locate on our end. Without this information, Affirm is not able to review these transactions further. 
  
  She may send these details to *************************************** and reference case ********. As soon as this is received Affirm will review and get in direct contact with her.  
  
  If she still believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.
  
  

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21344624
  
  I am rejecting this response because they cannot explain why they took 1100 and then tried to put through another charge for over 800 and the bank flagged it as fraud.  I do not have an account with them, I never had one.  They refuse to close the account I never set up.  The date I called was the date they took all that money out in 5 hours.  
  my bank is now involved as well as identity theft, com.  No one can tel me why the amounts were taken out of my account.  I want the account closed, which they refuse to do and have no explanation regarding the funds they charged to my account.  I did not authorize an account and I want the money returned 

   

   

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

  

  Business Response

  Date: 03/25/2024

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal complaint. Affirm has reviewed her complaint, which states her continued concern with deductions coming out of her bank account from ********************** but she does not use Affirm.

  
  Affirm would like to request again that ****************** please send in evidence to show the charges that have been coming out of her bank account from **********************. As stated previously, Affirm has only one loan reflected with no payments applied to it. There are no other loans on file and no applications have been approved other than the one listed with iRobot.

  
  If she can send proof of the transactions with dates, amounts, the account the money was pulled from showing her name and banking institution, Affirm is happy to review and look into the charges further to see what we can locate on our end. Without this information, Affirm is not able to review these transactions further.

  
  She may send these details to *************************************** and reference case ********. As soon as this is received Affirm will review and get in direct contact with her.

  
  Lastly, Affirm has requested that she please complete the webform on several occasions. If she still believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************

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

  
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21344624
  
  I am rejecting this response because:

  no one could tell me why they took the money in the first place.  The bank identified that Affirm took the money fraudulently and refunded the money to me.

  Affirm committed fraud.  It took a lot of time to close account, change all passwords because of what Affirm did.  They are not a trustworthy company.  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/25/2024

  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 noticed that there was a balance of over $500 on an old Affirm account on my Experian credit report, dated back from 2022 (but in "good standing"?). I was finally able to get in touch with Affirm this week, they acknowledged the balance was an error, and I was told that "I'm not sure how we fix this". This is unacceptable, the balance needs to be zero and shown as paid in full. There was a credit on the account which canceled out the balance.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves her concern that her Affirm loan is not being reported accurately to the credit bureau. 
  
  Affirm records indicate that ********************** Wayfair loan (ID ********** was processed on October 14, 2020 in the amount of $1,909.46. ****************** agreed to make 18 monthly installment payments of $133.03 and the loan has an APR of *****%. As payments towards this loan became more than 120 days overdue, the loan was charged off on June 15, 2022 to one of Affirm's third party collections partners, **********. On June 24, 2022, ****************** made a collections payment with ********** to settle the remaining balance of the loan. 
  
  At this time, Affirm has taken steps to ensure that ********************** loan is reporting accurately as paid in collections. Please allow 3-5 business days for this to be updated on the credit report. Affirm would like to apologize for any inconvenience that this may have caused. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21344528
  
  I am rejecting this response because: I appreciate Affirm changing the balance to zero, but they put a major derogatory collection flag on the account, thus hurting my credit. It would have been better to keep the account with the balance on it!   I would like the collection derogatory **** removed since it took so long to have this fixed, and just show this account as paid in full.  Thanks.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/21/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which involves her concern regarding the credit reporting associated with her Affirm loan. 
  
  At this time, Affirm has taken steps to remove ********************** loan from credit reporting. This will ensure that the loan does not negatively impact her credit due to the time that has elapsed since her loan was settled on June 22, 2022.  Please allow 3-5 business days for this to be updated on the credit report. Affirm would like to apologize for any inconvenience that this may have caused.
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 03/24/2024

  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,
  
  *****************************