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:02/25/2024

  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.

  I had a fraudulent charge on my affirm account. *** contacted them numerous times to file a complaint through them, they say they will email me something to fill out, but I never have received any email. I keep getting calls, text and emails to pay a bill I didnt make and when I try to get the issue resolved, I get no straight answer. I just want this issue resolved so my credit does not get impacted.

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint which states her concerns with the process to report unauthorized activity. 
  
  Affirms records indicate that she reached out on February 22, 2024 stating that there was unauthorized usage on her account.  On the same day, the Account Safety Team followed up with her and advised her to submit her claim via webform at ******************************************************************************
  
  Ms. ***** responded on the same day stating that the link did not give her anything to fill out. For her convenience, Affirm has attached an Affidavit for her to complete and submit to this complaint.
  
  She can submit the form by emailing it back to ***************************************.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ******************************************************************

• Initial Complaint

  Date:02/25/2024

  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 consistently paid Affirm on time, ensuring no payments were later than 30 days. However, they recently reported to Experian that I was late on two Affirm loan accounts because my payments didn't clear until the following day. As an active duty soldier, I rely on automatic payments to prevent lateness. When I contacted customer service to rectify this error and explained that I need to clear my credit for buying a home for my family, the agent laughed. This setback has halted my plans entirely. I have a spotless payment history, and this situation is deeply distressing. I would like assistance in sending a goodwill letter to address this issue and *****************.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with the credit reporting of Affirm loans 1UFS-FZ7S and EIMS-Y8EM.
  
  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.
  
  Loan 1UFS-FZ7S was processed on July 17, 2023, for a purchase with Kith. The agreed upon repayment terms of the loan were six installments of $42.93 at an APR of *****% with payments due on the 17th of each month.
  
  Loan 1UFS-FZ7S became more than 30 days overdue between the dates of December 17, 2023, and February 24, 2024, when **************** made her final payment for $40.89. While the reporting for the loan will update to reflect the paid status, the history of late payment will remain.
  
  There were payment attempts made on December 17, 2023, and January 17, 2023, however these attempts were not successful and reflect on Affirm's end as "Card Declined". Affirm sent **************** email notifications on December 17, 2023, and January 17, 2023, to alert her to the failed status of the payments.
  
  Loan EIMS-Y8EM was processed for $746.70 on August 28, 2023, for a purchase with Kith. The agreed upon repayment terms of the loan are 12 installments of $44.20 at an APR of *****% and payments due on the 28th of each month. The loan required a down payment amount of $306.74 that was submitted on August 25, 2023.
  
  Loan EIMS-Y8EM became more than 30 days overdue between the dates of December 28, 2024 and February 24, 2024, when **************** submitted a payment for $88.40. On February 25, 2024, Affirm received a payment for $44.20 and the loan is now in good standing.
  
  There were payment attempts made towards loan EIMS-Y8EM on December 28, 2023, and January 28, 2023. However, these attempts failed and reflect on Affirm's end as "Card Declined". In each instance email notifications were sent to alert **************** to the failed payment status.
  
  On Febraury 24, 2024, Affirm received phone contact from **************** where she inquired about removing the late payment history from reporting. The assisting Affirm supervisor informed **************** that they could not remove the late payments. Affirm's review did not find that **************** was laughed at during this interaction as stated in her BBB complaint.
  
  On Febraury 27, 2024, **************** was sent an email from an Affirm Supervisor confirming the late payment dates.
  
  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 we have confirmed that all credit reporting is accurate and will have to respectfully decline ******************** request to remove credit reporting for loans 1UFS-FZ7S and EIMS-Y8EM.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21344144
  
  I am rejecting this response because: This doesnt rectify the matter that I was notified that they have a faulty payment system which may have delayed my payments causing them to either not be taken or cause them to be late. Also with good standing a business can reverse late payments with goodwill. 
  
  Sincerely,
  
  Heaven ******

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to ******************** BBB complaint rebuttal. Affirm has reviewed ******************** complaint rebuttal, which states her concerns with the credit reporting of Affirm loans. 
  
  As noted in Affirm's response to ******************** initial BBB complaint, Affirm loans 1UFS-FZ7S and EIMS-Y8EM do show a history of payments made 30 or more days overdue. 
  
  Affirm's records do show that **************** was sent email notifications to alert her to the failed payments attempts towards the loans. These failed payment attempts show as card declines on Affirm's end. 
  
  **************** also sent a number of email and SMS notifications alerting her to the overdue status of the loans and potential credit reporting implications. 
  
  Again, 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 loans 1UFS-FZ7S and EIMS-Y8EM.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:02/25/2024

  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.

  Affirm has been sending multiple reports to my credit bureau and it has affected my. Credit rating. I was late in a oayment 2 months and they have sent more than 2 reports to the credit bureau and I want this corrected.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concerns with the credit reporting of his Affirm loans.
  
  Affirms records indicate that ****************** currently has a total of 4 loans that have a history of late payment and include credit furnishing.
  
  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 the ability to take out future loans with Affirm. If payment is 30 or more days overdue some loans may be reported to Experian as delinquent. Please note, Affirm only provided repayment information to Experian at this time, but may report to other credit bureaus in the future. 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.
  
  Loan LS4A-XLI8 was processed on September 5, 2023, for $187.19. The agreed upon repayment terms of the loan are 12 installments of $16.63 at an APR of *****% and payments due on the 5th of each month. Affirm did not receive the payments due on December 5, 2023, and January 5, 2024, making the loan more than 30 days overdue. Loan LS4A-XLI8 is currently in an overdue status.
  
  Loan S3CJ-E2UM was processed for $1,103.12 on September 5, 2023, The agreed upon repayment terms of the loan are 36 installments of $36.64 at an APR of *****% and payment due on the 5th of each month. The payments due on December 5, 2023, and January 5, 2023, were not received, making the loan more than 30 days overdue. Loan S3CJ-E2UM is currently in an overdue status.
  
  Loan NHPK-IBP5 was processed on September 5, 2023, for $950.86. The agreed upon repayment terms of the loan are 24 installments of $44.76 at an APR of *****% and payment due on the 5th of each month. Affirm did not receive the payments due on December 5, 2023, and January 5, 2024, making the loan more than 30 days overdue.
  
  Loan PL9E-C9Y7 processed for $385.96 on October 25, 2023. The agreed upon repayment terms of the loan are 18 installments of $23.54 at an APR of *****% and payment due on the 25th of each month.The payments due on December 25, 2024, and January 25, 2024 were not received, making the loan more than 30 days overdue. Loan PL9E-C9Y7 is currently in an overdue status.
  
  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 Mr. ******** Loan Agreements which he consented to and approved when he obtained Affirm loans. More information on Affirm's Terms of Service can be found here: **************************************.
  
  As a result of this investigation Affirm has determined that the reporting for loans LS4A-XLI8
  S3CJ-E2UM, NHPK-IBP5, and PL9E-C9Y7 is accurate and will have to respectfully decline Mr. ******** request to remove credit reporting for the loans.

  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.

   

  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21344060
  
  I am rejecting this response because: affirm can reported these to my credit report more than they should and I want this corrected. In addition they have contracted me more than 7 times in a weeks time. I advised that I am not currently working due to numerous emergency surgeries    I want these corrected immediately. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/18/2024

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his request for Affirm to remove late marks from his credit report.
  
  First, pursuant to Section 17 Credit Reports and Monitoring of the Loan Agreement, ****************** expressly agreed that Affirm may report information about his 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 his credit score (e.g. FICO score).
  
  Second, Affirm's right to furnish credit information (positive or negative) was also disclosed to ****************** in Section 2 Credit Report Authorization and Reporting of Affirm's Terms of Service, which he agreed to at the time he created his account on or about March 15, 2022: "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."
  
  Additionally, Please note that by using the Affirm service, ****************** agreed to Affirm's Terms of Service which states in section 2. How Affirm Will Serve You,  under  Servicing & Collection, that  "if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency "  More information on Affirms Terms of Service can be found here: **************************************.
  
  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 ****************************************************.
  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21344060
  
  I am rejecting this response because: Affirm has reported more than they should have in a months times to my credit report and has refused to correct it.  Because they refuse to correct it I will continue to fight against this until this has been made right. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/25/2024

  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.

  I contacted Expedia to book reservation which offered financing through affirm. I have and sure which airport to choose so I contacted affirm for assistance. The representative said that in order to assist I had to have a confirmation # She said I had to book the Itinerary in order for her to be able to help me. I did as she she said, then later Saturday as she wasn't able to assist with the changes for the airport which she instructed me to book, and she said not problem we can cancel, then she said she wasn't able to cancel the hotel for the refund because the hotel was already closed and no one was answering the phones, only for the flight. There's said don't worry you are getting the refund because your within the 24 hr window. The two days later I received an email stating I'm not getting my refund for the Hotel at all. Only ****** for my flight. Please help me get my full refund., and the loan cancel with affirm.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed ************************** complaint, which involves her concern that she has not received the refund that she was expecting from the merchant. 
  
  Affirm records indicate that ************************** Expedia loan (ID ********** that was processed on February 19, 2024 in the amount of $3,335.55. ********************** agreed to make 12 monthly installment payments of $313.82 and the loan APR is *****%. No payments have been made towards the loan to date. 
  
  ********************** contacted Affirm initially on March 11, 2024 to report that she was expecting a refund towards her loan. No refunds have been applied to date. On the same day, a member of the Affirm Resolutions Team sent a request for more information to ********************** via Affirm's Secure Messaging Portal. 
  
  At this time, ********************** is encouraged to provide documentation of her expected refund by replying to the message sent on March 11, 2024. ********************** may also provide evidence to support her claim by emailing **************************************** Once Affirm receives this information, Affirm can evaluate if a merchant dispute can be opened. 
  
  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.
  
  Please note that Affirm simply manages the financing purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies.
  
  In the event ********************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:02/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 26, 2024 I ordered an item from Woot.com and used affirm to finance the purchase. Affirm approved the loan and the purchase was complete. I changed my mind about the purchase a short time later and canceled the order. I received an email confirmation from Woot.com the same day showing the purchase was canceled. I reported the cancellation to Affirm and waited for them to cancel the loan. They have not canceled the loan even after I forwarded them the cancellation email from Woot. They did confirm they received the email showing the order was canceled. I do not know why they won't cancel the loan unless they want to charge interest.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves her concerns that the order associated with her Affirm loan was canceled, but the associated loan remained on her account. 
  
  ********************** records indicate that ****************** confirmed a loan for a purchase with Woot on January 16, 2024 in the amount of $362.41. ****************** agreed to make 12 monthly installment payments of $34.11 and the loan APR is *****%. The merchant never processed this order, and the loan was voided on February 26, 2024. As a result, ****************** is no longer responsible for any payments towards this loan. A message confirming that the loan was voided was sent to ****************** via Affirm's Secure Messaging Portal on the same day. 
  
  On February 21, 2024, ****************** provided documentation of her canceled order. Affirm would like to apologize for the delay in following up regarding her request and for the subsequent delay in her loan being voided. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out directly via **********************************************************;
  

  Customer Answer

  Date: 03/11/2024

  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:02/24/2024

  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 opened a loan with affirm for an Amazon purchase Amazon refunded the money to affirm but affirm is keeping the loan open and forcing payments even though the return was in November

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns that a refund has not been applied to her Affirm loan after returning the associated order. 
  
  Affirms records indicate that loan  K5QP-O6YE was processed for $61.91  on October 20, 2023, for a purchase with Amazon. The agreed upon repayment terms for the loan are 6 installments of $9.14 at an APR of *****% and payments due on the 20th of each month. The loan required a down payment of $12.39 that was submitted on October 15, 2023.

  
  Please note, the Amazon Order ID associated with Affirm loan K5QP-O6YE is 113-5825859-1337013. At this time, Affirm has not received a refund towards loan K5QP-O6YE.
  
  On January 6, 2023, ****************** contacted Affirm and reported that she had returned the order associated with Affirm loan  K5QP-O6YE, but there had been no refunds applied to the loan. Affirm followed up on January 8, 2024, and informed ****************** that there had been no refunds applied to the loan and that the loan was outside of Affirms 60 day dispute window. The message encouraged ****************** to work with the merchant directly as all returns and refunds are subject to merchant policies. 
  
  ****************** followed up on January 8, 2024 and provided screenshots indicating that a refund had been issued for Amazon Order ID: *******************. Again, the Amazon Order ID for loan  K5QP-O6YE is 113-5825859-1337013.
  
  Upon the receipt of this complaint Affirm did locate a loan that is associated with Amazon Order ID:  *******************. Loan QF8U-UKWD was processed on October 20, 2024, for a purchase with Amazon in the amount of $59.27. The repayment terms of the loan were 6 installments of $8.75 at an APR of *****% and payment due on the 20th of each month. The loan required a down payment amount of $11.86 that was submitted on October 18, 2023. 
  
  
  On November 23, 2023, a full refund of $59.27 was applied to loan QF8U-UKWD. Affirm issued a refund of $11.86 to Ms. ******** payment method on the same day. On November 28, 2023, Ms. ******** payment method was issued an additional refund of $8.75 to account for the one payment made towards the loan. 
  
  At this time Affirm would like to encourage ****************** to review her Amazon Order History to confirm that a refund is due towards Amazon Order ID: *******************. If ****************** still believes that loan K5QP-O6YE is due a refund, we encourage her to submit documentation confirming a refund was applied to Order ID ******************* for Affirms review by emailing our team at *************************************** 
  
  Affirm hopes this information is helpful In the event that Ms. ************* has any further questions, we encourage her to reach out to Affirm via ****************************************************************;
  

  
  

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21342433
  
  I am rejecting this response because:

   

  I contacted them a million times they wont refund me the screenshots i attached shows PROOF amazon got the return MONTHS ago and refunded affirm and affirm will not refund me.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/18/2024

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal complaint. Affirm has reviewed Ms. ******** complaint, which states her continued concerns that a refund has not been applied to her Affirm loan after returning the associated order. 

  
  Affirms records indicate that loan  K5QP-O6YE was processed for $61.91  on October 20, 2023, for a purchase with Amazon. The agreed upon repayment terms for the loan are 6 installments of $9.14 at an APR of *****% and payments due on the 20th of each month. The loan required a down payment of $12.39 that was submitted on October 15, 2023.

  
  Once again, please note, the Amazon Order ID associated with Affirm loan K5QP-O6YE is 113-5825859-1337013. At this time, Affirm has not received a refund towards loan K5QP-O6YE.

  
  ****************** followed up on January 8, 2024 and provided screenshots indicating that a refund had been issued for Amazon Order ID: *******************. Again, the Amazon Order ID for loan  K5QP-O6YE is 113-5825859-1337013. 
  Affirm would like to encourage ****************** to review her Amazon Order History to confirm that a refund is due towards Amazon Order ID: *******************. If ****************** still believes that loan K5QP-O6YE is due a refund, we encourage her to submit documentation confirming a refund was applied to Order ID ******************* for Affirms review by emailing our team at ***************************************. 

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

  
  

• Initial Complaint

  Date:02/24/2024

  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.

  A fraudulent Amazon charge was made on my affirm account on January 22. I had to close my previous checking account and open a new one because of this. I called same day to dispute and open an investigation. A couple weeks later Affirm emails me saying the investigation finds Im responsible for the charge. They tell me to submit evidence to prove I didnt. Not sure how they expected me to provide evidence for something I didnt do, but I called and had an **************** me saying I didnt make this charge on my account. I provided that email to Affirm. Thats all I knew to do. Ive called several times throughout the whole situation and it seems they open a new case ID each time, making it an unnecessary headache explaining the original case. My last phone call to them was on the 22nd. I was told theres yet another investigation going to take place, and itd take ***** days. This fraudulent charges payment was due the same day and Im not paying it. I worry this will affect my credit if Affirm doesnt drop this. I also have a legitimate purchase with them that I want to pay off but dont want to use my new checking account, or my debit card. I dont want to risk whoever hacked in my account be able to see my new checking. However, I was told by an Affirm rep they wouldnt be able to see it if I deleted it after payment. Im skeptical of that. Its apparent Ive gotten nowhere so far and Affirms customer service is little to zero help.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed the complaint which states Mr. ******* concern with a loan with Amazon that was not authorized. 
  
  Affirm's records indicate that loan LDQI-DHN3 was processed on January 22, 2024 for a purchase with the merchant, Amazon, in the amount of $58.27. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $19.88 due on the 22nd of each month. Please note that this loan shows overdue $19.88 as of March 11, 2024 and the next payment is due on March 22, 2024, for $19.88.
  
  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.
  
  He first contacted Affirm when he reached out about the loan through Affirms *********** on January 22, 2024. He also called in the same day advising his concern. Affirm followed up via email to let him know that the account had restrictions placed on it as well as the investigation could take up to 30 days. 
  
  He called in again on February 6th, February 8th, 2024 asking about the loan and the status update of his concern. His request was escalated on both occasions. On February 8, 2024, he was asked to complete Affirms webform for further investigation to take place. 
  
  In order for Affirm to complete their investigation we kindly ask him to complete the webform. 
  If he still believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event that he has any further questions, Affirm encourages him to reach out directly through ****************************************************.
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21342208
  
  I am rejecting this response because:

  I submitted evidence on 14 Feb and affirm said Id hear something back in 1-2 business days. I called several days later and they couldnt tell me anything regarding the appeal. My next call to them, they started yet another investigation on 22 Feb - still ongoing. 

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

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal complaint. Affirm has reviewed the complaint which states Mr. ******* concern with a loan with Amazon that was not authorized.
  
  He first contacted Affirm when he reached out about the loan through Affirms *********** on January 22, 2024. He also called in the same day advising his concern. Affirm followed up via email to let him know that the account had restrictions placed on it as well as the investigation could take up to 30 days. 
  
  He called in again on February 6th, February 8th, 2024 asking about the loan and the status update of his concern. His request was escalated on both occasions. On February 8, 2024, he was asked to complete Affirms webform for further investigation to take place. 
  
  Affirm has requested as of March 15, 2024, that our Account Safety team review any possible evidence sent on February 14, 2024. As soon as they have had the opportunity to review, they will be in direct contact with him. 
  
  In the event that he has any further questions, Affirm encourages him to reach out directly through ****************************************************.

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21342208
  
  I am rejecting this response because:

  I just received an email regarding the second investigation, and it says ** still responsible for the loan. Affirm says Im the email, Our investigation evaluated all information provided This includes a thorough review of your account, transaction details, as well as any information provided by you in your unauthorized statement.
  Does this include a collaborative effort with Amazon to more effectively investigate? If not, Affirms review of the transaction details shouldnt be considered thorough. Has an IP address not been identified, and if theyre using IP proxies or not? Has their shipping destination not been considered in this as a red flag? I.e comparing user location and shipping destination?
  Affirm has been blatantly negligent in this matter, in my opinion, and ***** investigated as thoroughly as they claim.
  Ive filed a complaint with the *** and will soon file a police report for fraud. Once this fraudulent purchase reflects on my credit score, there will be disputes filed for that as well. 
  This case has not been resolved because not all possible has been done on Affirms end to locate the fraudulent activity. 

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

• Initial Complaint

  Date:02/24/2024

  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 took out a loan through Affirm through Amazon.com on Dec 1, 2023 to purchase a scooter. I made two payments for a scooter in Jan and Feb for *****. Affirm is refusing to cancel my debt and also won't give me my money back. They said they don't have the option to cancel. I cancelled within the amount of time to cancel. They refuse. Amazon will not help me. The ************ will not help. Affirm is crooked.

  

  Business Response

  Date: 03/11/2024

  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 to be applied towards her Affirm loan. 
  
  Affirm records indicate that ************************ Amazon loan (ID ********** was processed on December 4, 2023 in the amount of $826.86. ******************** agreed to make 24 monthly installment payments of $45.02 and the loan APR is *****%. ******************** made two payments of $45.02 towards the loan before it was fully refunded on February 26, 2024. ************************ payments have been returned to her original payment instrument. 
  
  On January 25, 2024, ******************** reported that she was expecting a refund to be applied towards her Affirm loan. As no refunds had been issued to date, the responding Affirm agent advised ******************** to contact the merchant directly for insight into the status of her expected refund. 
  
  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.
  
  In the event that ******************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

• Initial Complaint

  Date:02/24/2024

  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 noticed new account on my credit report from a company I have never heard of (Affirm), and never opened an account with. I contacted the company and they could not find any information on me in their system and created a case #********. I then disputed with Experian - Affirm came back stating it was a valid account. I called again stating I have never heard of this company, and never opened an account. I also received an email stating they were unable to run my payment with card ending in 7906.It also shows an loan# FX0Q-XYBQ I do not have said card/loan. The *** then told me they would open another case #******** for further research. Again, I received an email claiming this was a valid charge. And this company reported me for a second time on a fraudulent transaction. I then asked them to provide me the proof that they're coming to their conclusion on that this is a valid account I opened. I have also asked the location of the business/ services this loan was to pay for and to date, they have not been able to provide me with this information. I have emailed the *** as I get no where with the over seas **************** Representatives and have not heard back. This company is effecting my excellent credit rating, and continues to fault me for fraud, and are unable to provide me with any information to support the claim. I'm asking for a quick resolution to this situations, as well as a rebuttal to the credit agency they are reporting false information to, go after correct person who opened the loan. Also, to provide me with the requested information, to support the claims I opened an account with them, which they have been unable to do, which leads me to believe this company is a scam that preys on innocent victims.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns that an Affirm loan was obtained in her name without authorization. 
  
  On February 10, 2024, Affirm received phone contact from ************** where she expressed concerns that her information had been used to obtain an Affirm loan. Affirm followed up via email that day and confirmed that a case was being forwarded to the relevant team and that restrictions had been placed on the Affirm account in question. This communication also noted that the investigation could take up to 30 days to reach a resolution. 
  
  On February  21, 2024, Affirms Account Safety team sent ************** an email informing her that their initial investigation had determined she would remain responsible for repayment of the Affirm loan. This email noted that Affirm understands there may be instance where we are missing information that would aid in the investigation process. For this reason, ************** was encouraged to complete a consumer protection affidavit via the Affirm ************ The email noted that once the completed consumer protection affidavit was received, the case would be reopened and ************** would be informed of the outcome within 30 days. 
  
  On February 24, 2024, ************** contacted Affirm via email requesting additional information and reiterating that she had not obtained the Affirm loan in question. An Affirm Supervisor followed up with ************** on the same day and confirmed that her case was actively being investigated. 
  
  On February 26, 2024, Affirms Account Safety Team sent ************** an email to inform her that the investigation had reached a resolution in her favor. This email also confirmed that restrictions have been placed on the Affirm account. On February 27, 2024, an additional email was sent to inform ************** that the loan would be removed from credit reporting in Affirms next reporting cycle. At this time, Affirm would like to confirm that the loan has been removed from **************** Experian credit report. Please note, Affirm currently only reports repayment information to Experian. On March 11, 2024, an Affirm Supervisor emailed ************** to confirm that the loan has been removed from credit reporting. 
  
  Affirm would like to thank ************** for reporting this unauthorized activity. Please know that Affirm takes these claims very seriously and appreciates her 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 or concerns, we encourage her to reach out directly 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.

  I will add that the "additional information" they were requesting from me was relevant to the loan in question, that I would have no knowledge of since I had never heard of this company, or opened a loan. As soon as I filed a BBB complaint as well as emailed the *** requesting all proof as well as files that support I opened said loan was the loan taken off my credit report. I still have no idea how it was opened, or why the continued to accuse me of opening said loan with no proof. 

   

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

• Initial Complaint

  Date:02/24/2024

  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 purchased 10 bottles of perfume through the **** app affliated with affirm on February 3rd, 2024.The items were to be shipped on the 3rd received by the 17th of feburary.Items were never shipped, still haven't been shipped I contacted the Kelsie **** regarding my order no less the 10 times via email and phone and message through their portal - not response Order #***** I have called affirm 3 times to cancel the order and stop payment - they refuse to help me and have not reached out to the Kelsie **** and they tell me I have to pay for the fraudulent sale - This is obviously a scam website and I need help with this I have friends who have also purchased through this kelsie **** as well and are

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************* complaint, which involves her concern that she has not received the products that were financed by Affirm. 
  
  Affirm records indicate that ********************** kelsieshop loan (ID YKWJ-FDLR) was processed on February 4, 2024 in the amount of $68.60. ****************** agreed to make 3 biweekly installment payments of $17.15 and a down payment in the same amount. The down payment was successfully completed on February 3, 2024. The loan was later settled with ********************** final payment made on March 8, 2024. 
  
  ****************** initially contacted Affirm on February 7, 2024 to report that she had not received the products associated with her loan. ****************** was encouraged to provide documentation to support her claim via email or to initiate a merchant dispute claim via the Affirm ************ ********************************************************************. ****************** did not respond to Affirm's requests for more information. On February 22, 2024, an Affirm agent sent a request for more information via Affirm's Secure Messaging Portal. Again, no additional information was provided by ******************. 
  
  At this time, ****************** is encouraged to provide documentation regarding her claim for further review so that Affirm may determine if a dispute can be initiated. 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.
  
  Please note that Affirm simply manages the financing purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies.
  
  ****************** will remain responsible for the balance of her loan unless the merchant confirms that a refund is due towards her loan, or if an official dispute is opened and later found in her favor. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out directly via email.