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:02/24/2024

  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 bought a Peloton bike (Loan ID: ********** through Affirm on 1/13/22, for 39 monthly payments of $41.74 at 0% APR, I did not need to borrow the money and only did so because of Affirm's advertising as being consumer friendly and easy to work with and for 0% APR I figured why not. This was a terrible, terrible mistake. I made all payments on time and set up auto-pay in my account. However, due to one $41.74 payment failing twice (out of 39 total) due to a technical issue on their side (details to follow), they decided to report to both Experian and Equifax a year later that I am of terrible credit, and had my credit score dropped by ******* points. I am trying to purchase a home and am currently unable to get a mortgage due to a SINGLE $41.74 PAYMENT that Affirm claims was paid late but is solely their fault and their customer service still has refused to correct the issue. PLEASE FIX YOUR MISTAKE AND LET ME PURCHASE A HOME, THIS IS PREDATORY AND IMMORAL.Factual background: I signed up and connected a **** of America direct debit checking account which at all times had thousands or tens of thousands of dollars in it. I received an email notification on 10/19/22 that a payment had failed in BofA despite all previous payments going through normally. Not understanding what had happened (as all prev payments had gone through and the account had plenty of money), I attempted to call Affirm customer service several times and their IVR menu always dropped the call. It was in fact impossible to reach a human representative to assist me with the issue. Their email sent came from a no-reply@ and did not receive any issues and did not help me, leaving me stranded. On 10/30 I manually figured out how to log in and clear the balance and received confirmation I had paid. Despite no one at Affirm ever calling me back or them ever answering the phone, they never collected the $41.74 for 45 days from my account. The payment was made and my credit is ruined. PLEASE HELP BBB.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding the credit reporting for his Affirm loan.
  
  Affirm records indicate that Mr. ******** Peloton loan BHE8-Z7YF was processed on December 14, 2021 in the amount of $1,627.69 with 0.00% APR. The agreed-upon repayment terms were for 39 monthly payments of $41.74 on the 14th of each month.
  
  The payment originally made on October 14, 2022 in the amount of $41.74 was charged back with Mr. ******** financial institution. To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback.
  
  While the chargeback investigation was ongoing, ****************** attempted to make another payment of $41.74 on October 30, 2022. However, since ****************** had previously filed a chargeback with this payment method, Affirm was unable to accept this payment and it failed in our system.
  
  ****************** received notice that his payment failed on October 31, 2022 via email. Affirm then followed up with ****************** several times after this payment failed to notify him that the loan was becoming delinquent.
  
  Subsequently, the payments attempted on November 11, 2022; November 14, 2022; November 17, 2022; December 1, 2022; December 14, 2022; December 20, 2022; and December 30, 2022 all failed. ****************** received notice that these payments were not successful and that the loan had become delinquent as a result via both SMS and email. These notices were sent to the phone number and email address associated with Mr. ******** Affirm account.
  
  As Mr. ******** payment originally due on October 14, 2022 was not satisfied until January 5, 2023,  it became more than 60 days overdue. 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 Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  Affirm can confirm that ****************** called in on February 15, 2024 and spoke to an Affirm ******** Care agent who advised that they would escalate his case for review due to his frustration with the credit reporting associated with his loan. Affirm followed up with ****************** on February 24, 2024 via email and advised that the reporting for the loan was accurate as his previous payment had become overdue.
  
  As a result of this investigation, Affirm has determined that the reporting for this loan is accurate and therefore respectfully decline Mr. ******** request to remove the loan from credit reporting.
  
  In the event that ****************** has any further questions, he is encouraged to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:02/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Affirm a few times for purchases and paid them off all in a timely manner. I recently observed a loan taken out under my name and account for Amazon. I did not take this loan out. Affirm has not kept communication with me regarding this matter. They have investigated the situation since the beginning of December.

  

  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 3R4K-TN17 was processed on June 15, 2023 for a purchase with the merchant, Amazon, in the amount of $494.31. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $32.80 due on the 15th of each month. 
  
  He first reached out to Affirm about his concern on October 11, 2023 to advise that he did not recognize this loan. On November 9, 2023, Affirms Account Safety team contacted him to ask him to complete the Affirm Affidavit for further investigation. He sent back the completed Affidavit on November 13, 2023 and followed up looking for an update on November 22, 2023. Affirm reached out to him to advise on February 23, 2024, that the loan remained his responsibility and if he had any new evidence we would review again. 

  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.

  
  In the event that he has any further questions, Affirm encourages him to reach out directly through ****************************************************.
  

  
  

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm, I do not have a contract and they did not provide me with the original contract as requested.

  

  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 is not responsible for the loans in her name. 
  
  Affirm records indicate that there are currently five Affirm loans being reported to the credit bureaus: 9XK4-843T, FUJL-UWT8, 22AY-QD9M, DPL8-7X3J, and 6OIH-GIDP. 
  
  Loan ID ********* was processed on November 6, 2020 in the amount of $994.07 for a purchase with Tradesy. ******************** agreed to make 12 monthly installment payments of $96.91 and a loan APR of *****%. ******************** made 9 monthly installment payments of $96.91, as well as one other payments of $100.00. No further payments were made towards the loan after September 4, 2021 and the loan became more than 120 days overdue. The loan was then charged off to Affirm's third party collections partner, ********** on February 4, 2022. ******************** may contact ********** directly by calling  ************** to make payments towards the loan. 
  
  If a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Loan ID FUJL-UWT8 was processed on November 12, 2020 in the amount of $783.02 for a purchase with Poshmark. ******************** agreed to make 12 monthly installment payments of $76.33 and a loan APR of *****%. ******************** made 8 monthly installment payments of $76.33, as well as two other payments of $100.00 and $52.66. No further payments were made towards the loan after September 24, 2021 and the loan became more than 120 days overdue. The loan was then charged off to Affirm's third party collections partner, ********** on February 10, 2022. 
  
  Loan ID 22AY-QD9M was processed on February 9, 2021 in the amount of $528.94 for a purchase with Tradesy. ******************** agreed to make 12 monthly installment payments of $51.56 and a loan APR of *****%. ******************** made 7 monthly installment payments of $51.56, but no further payments were made towards the loan after September 24, 2021 and the loan became more than 120 days overdue. The loan was then charged off to Affirm's third party collections partner, ********** on February 7, 2022. 
  
  Loan ID DPL8-7X3J was processed on November 12, 2020 in the amount of $249.95 for a purchase with Tradesy. ******************** agreed to make 12 monthly installment payments of $24.37 and a loan APR of *****%. ******************** made 8 monthly installment payments of $24.37 and one payment of $60.00. No further payments were made towards the loan after September 4, 2021 and the loan became more than 120 days overdue. The loan was then charged off to Affirm's third party collections partner, ********** on February 10, 2022. 
  
  Loan ID ********* was processed on November 3, 2020 in the amount of $2,021.37 for a purchase with The RealReal. ******************** agreed to make 24 monthly installment payments of $113.02 and a loan APR of *****%. The loan was fully refunded prior to any payments being made towards the loan. 
  
  ******************** has not contacted Affirm regarding her claim to date. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline ********************' request to remove credit reporting for her loans. For her convenience, the signed Truth in Lending agreements for the aforementioned loans have been attached to Affirm's response. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm **** , i do not have a contract with any collection agency, they did not provide me with the original contract

  

  Business Response

  Date: 03/11/2024

  
  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his concerns with the charged off status of an Affirm loan and associated request to have the loan removed from credit reporting. 
  
  Affirms records indicate that loan RAZF-L0TJ was processed for $812.21 on March 22, 2021, for a purchase with Mac of all Trades. The agreed upon repayment terms of the loan were 3 installments of $236.29 at an APR of *****%, with payments due on the 22nd of each month. The loan required a down payment amount of $121.83 that was submitted on March 20, 2021. On September 20, 2021, the loan was charged off after having an overdue balance for 120 days. 
  
  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 September 4, 2022, Affirm received *********** contact from ************, where he asked how he could submit payment towards the charged off loan. Affirm followed up on the same day and informed ************ that the loan had been placed with one of Affirms third party ************************, *********** for continued management and provided the phone number to contact ***********. 
  
  On  September 18, 2022, a collections payment of $94.52 was received. On October 1, 2022, an additional two collections payments for $94.52 and $94.50 were received. On the same day an adjustment of $189.03 was applied to the loan. This adjustment satisfied the remaining balance of the loan and it now reflects a $0.00 balance within ************** Affirm account. Please note, while the reporting of the loan has updated to reflect the paid status, the history of charge off will remain. 
  
  Affirm received a dispute through E-***** concerning the accuracy of the information furnished on February 24, 2024; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************ on February 29, 2024. 
  
  For ************** reference copies of the Truth in Lending Agreement bearing his electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that Mr. **** seeks. 
  
  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 loan RAZF-L0TJ
  
  Due to ************ indicated in his complaint that the loan was obtained without his authorization, a case was escalated to the Account Safety Team for review. *************. can expect a follow up from them within 30 days
  
  In the event that Mr. ****s has any further questions, we encourage him to reach out to Affirm via **********************************************************;
  
  .
  
  

• Initial Complaint

  Date:02/23/2024

  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 was on contact the whole time with Affirm keeping them updated with the process with ******** waiting on refunds checks for them not to send account to collection, when I called to let the know I received refund and what to pay off account, I was told account went to collection I'm really disappointed. I want my account to get removed from collectors. I never denied on paying off account.

  

  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 her loan was charged-off while waiting for a refund to be applied by the merchant. 
  
  Affirm records indicate that ********************** CheapOair loan (ID ****-NZVI) was processed on September 8, 2023 in the amount of $2,171.00. ****************** agreed to make 6 monthly installment payments of $385.63 and the loan has an APR of *****%. On December 1, 2022, a refund of $738.70 was applied towards the loan balance. ****************** did not make any payments towards the loan balance before the payments became more than 120 days overdue. 
  
  Please note, Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  ********************** loan was charged off on February 6, 2024. The loan referred to Affirm's third party collections partner, **********. ****************** paid the loan off in full on February 21, 2024 with a payment of $1,574.97. This loan will be reported as paid, previously in collections to the credit bureau. This update may take between ***** days to be reflected. 
  
  ****************** contacted Affirm on February 9, ********************************************************************************* a refund to be issued to her directly. ****************** asked the responding Affirm agent if there was anything she could do to prevent her loan from being charged off. At the time, ********************** loan had already been charged off as no loan installment payments had been satisfied. However, the responding agent advised ****************** that she could provide evidence of her expected refund to Affirm for further investigation.  Affirm would like to apologize for any confusion that the agent's response may have caused. Initially, Affirm did not receive ********************** documentation as it was not sent from the email address on file. This information would not have prevented ********************** loan from being charged off as it did not substantiate the claim that the merchant had refunded the loan. 
  
  Though ****************** was expecting a refund from the merchant, she was still responsible for the balance of her loan until the refund was issued. As ****************** was refunded directly, she remained responsible for the loan payments as the merchant did not apply the refund towards the loan. 
  
  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 respectfully decline ********************** request to remove reporting for loan ****-NZVI. 
  
  If ****************** needs immediate repayment confirmation, please let Affirm know and we would be happy to provide a loan verification document. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/23/2024

  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 have an ongoing complaint ******** that I just received a reply but was unable to enter my response, therefore, I am entering here. I reject the company reply due to the fact they are not UNDERSTANDING my complaint. I DO NOT WANT A REFUND. A refund was issued by the merchant that would have paid off the other loan for the duplicate order of a pair of shoes. The merchant Hyperarchmotion.com sent Affirm a refund. I duplicate ordered a pair of shoes in error. Payment through Affirm. When I received the shoes I contacted Affirm and they told me to contact the merchant for a refund which I did. I returned the duplicate order to the merchant. The merchant sent Affirm a refund which would have PAID OFF that loan. I paid in full the loan on the pair of shoes I kept. Affirm did not close out the loan but received the refund. In November 2023 Affirm did a charge-off, which makes it look like I did not pay the loan. That refund would have paid off that loan. Again, they received the refund, I paid the other loan off but they expected me to pay off the loan they received the refund for. I cannot get that company to understand that. They should have applied the refund to that loan and not have done a charge-off on me. Affirm got the refund but did not wipe out that loan.

  

  Business Response

  Date: 03/08/2024

  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 she is expecting towards her Affirm loan. 
  
  Affirm's records indicate that on June 20, 2023, ************** obtained two Affirm Virtual Card loans used for purchases with the merchant, Hyper Arch Motion.
  
  Loan O7YS-NJAB processed for $132.00 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $13.03.
  
  Loan ZKQW-KAJ5 processed for $135.00 with loan terms of *****% APR and 12 monthly payments of $13.33.
  
  On June 30, 2023, ************** contacted Affirm indicating she was owed a refund on one of the loans. On July 1, 2023, Affirm sent her an email requesting for more information supporting her claim.
  
  On July 3, 2023, ************** forwarded an email showing that the purchase associated with loan ZKQW-KAJ5 was refunded. On July 8, 2023, loan ZKQW-KAJ5 was fully refunded. On August 8, 2023, Affirm sent ************** a follow up email confirming that the loan was fully refunded and that she was not responsible for repayment.
  
  Regrettably, Affirm did not receive any payments towards loan O7YS-NJAB and it was charged off on January 20, 2024 due to having a past due balance for more than 120 days. 
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to apply any applicable refunds towards a loan once confirmed by a merchant. We ask for ************** to contact the merchant directly if she was expecting a refund towards loan O7YS-NJAB. No refunds have been received to date as ************** has indicated in her complaint. 
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/23/2024

  Type:Customer Service 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.

  Complaint Description:I am filing a complaint against Affirm regarding their handling of my request to update my contact number. Over the past four months, I have made multiple attempts to update my contact number with Affirm's customer service team. However, each time I contact them, I am met with a frustrating and unproductive process that has yet to resolve my issue.Issue Details:Repeated Requests for Documentation: On each occasion, I contacted Affirm to update my contact number. I was instructed to provide a picture of my driver's license and myself holding the license. I complied with these requests promptly each time.Lack of Response: Despite submitting the requested documentation on four separate occasions over four months, I have received no response from Affirm. Each time I submitted the required information, I was left in limbo with no acknowledgment or resolution from the company.Ineffective ***************** Not only has ********************** failed to address my request to update my contact number, but their customer service team has also been unhelpful in providing any assistance or explanation for the lack of progress. I feel frustrated and ignored by the company's handling of my issue.Desired Resolution:I am seeking a prompt resolution to this matter from Affirm. Specifically, I request that my contact number be updated in their system immediately. Additionally, I expect an explanation for the repeated requests for documentation and the lack of response to my inquiries.Conclusion:The repeated failure of Affirm to address my simple request to update my contact number is unacceptable. Their lack of responsiveness and ineffective customer service have caused me undue frustration and inconvenience. I urge Affirm to take immediate action to rectify this situation and provide the necessary assistance to resolve my issue.Sincerely,************

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which involves his concern regarding a requested phone number update. 
  
  Affirm records indicate that Mr. ******** initially contacted Affirm to request that his phone number be updated on October 14, 2023. Affirm would like to apologize for the delay in processing this request. As Mr. ******** was requesting that the number associated with his Shop Pay account be updated, an Affirm agent redirected him to first contact ShopPay directly to initiate the phone number update on November 29, 2023. Mr. ******** then advised the agent that he had already followed this process. 
  
  On December 6, 2023, Mr. ******** reached out via email to request an update regarding his contact change. Mr. ******** was encouraged to contact the Affirm ************* team by phone on December 12, 2023 in order to better assist him and proceed with his requested phone number change. No updates were processed, and Mr. ******** followed up with Affirm on February 20, 2024 to request assistance with his request. On February 20, 2024 and on February 26, 2024, Mr. ******** was sent a secure link to provide a photo of his identification documents and a live photo of himself. Mr. ******** completed these verification requests successfully. 
  
  On March 8, 2024, Affirm was able to successfully update the phone number associated with Mr. ********'s ShopPay account. 
  
  ********************** thanks Mr. ******** for his patience with this matter. In the event that Mr. ******** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 03/08/2024

  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:02/23/2024

  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 placed a *******.com order number: 2000116-73693046. I received a notification on 2-20-2024 that my order was delivered so I look outside my home and no order I then checked with all of my neighbors and no order. I contacted ******* twice and notified them about me not having my order and nothing was done, after that I file a bbb complaint and contacted affirm. Affirm told me that I would have my refund by today 2-23-2024, when I call in to check the status of my refund with affirm absolutely nothing had been done. ******* claim they delivered my package and I was at my house the entire time that it was allegedly delivered. All I want is my refund and from this day forward I will no longer do business with *******.com. Thats not even my house that the package was delivered to. Originally I wanted a replacement but I no longer want a replacement all I want is my money back.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan by a merchant.
  
  Affirm's records indicate that on February 21, 2024, ************** obtained loan BSHA-1HKZ(Order ID: **************** for a purchase with the merchant, ******* in the amount of $529.34. He agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $179.32 and six monthly payments of $64.59.
  
  On February 23, 2024, ************** contacted Affirm requesting for a refund and indicated he never received his item. Affirm sent him an email requesting for more information. Upon review of this interaction with **************, there were no records confirming a refund, although loan AXW4-TB8W for a different purchase with the same merchant was refunded on February 18, 2024.
  
  On February 28, 2024, ************** sent an email reiterating that he never received anything from the merchant. 
  
  On March 1, 2024, Affirm reached out to the merchant on ****************** behalf to confirm if any refunds were owed. They advised Affirm that item was delivered successfully. Affirm sent ************** an email advising him that he would be responsible for repayment of loan BSHA-1HKZ.
  
  Please note, Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to provide any applicable refund towards a loan once confirmed by a merchant. We ask for ************** to contact ******* directly with regards to the delivery of the item in question and any refunds he may be owed.
  
  We apologize for any frustration this situation may have caused for **************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:02/23/2024

  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.

  Loan 4VWA-**** Vendor never shipped items - I have made 2 payments - still no tracking information. Transaction date - Jan 19th, 2024 Payments made on Jan 19th, 2024 and Feb 5th, 2024. Total loan - ***** Paid to date - ***** Remaining ***** I have attempted to reach the company, Luuxy, numerous times with no response via email. I have reached out to Affirm - told me to gather information and open dispute - have not heard back and now another payment is due. I do not want this to affect my standing with Affirm but I also dont want to continue to put money into something that I am never going to receive. BBB was opened with Luuxy with no response as well. Please assist with getting the amount paid refunded and the loan cancelled. Thank you for your time.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she is disputing with a merchant.
  
  Affirm's records indicate that on January 21, 2024, ****************** obtained loan 4VWA-**** for a purchase with the merchant, Luuxy in the amount of $99.51. She agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $24.88 and three bi-weekly payments of $24.88.
  
  On February 19, 2024, she contacted Affirm requesting for the loan to be refunded. Affirm sent her an email requesting for more information supporting her claim. On February 24, 2024, she sent Affirm an email stating she never received her item or tracking information from the merchant.
  
  On February 28, 2024, she contacted Affirm requesting for a follow up. Later that day, Affirm sent her an email requesting for evidence that she was owed a refund by the merchant. On March 6, 2024, she forwarded emails to Affirm showing that the merchant was being unresponsive to her request of a refund.
  
  On March 7, 2024, Affirm sent her an email advising that the loan was placed into an official dispute with the merchant on her behalf. Affirm will contact ****************** directly as more information becomes available.
  
  Please note, Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to provide any applicable refund towards a loan once confirmed by a merchant.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21336050
  
  I am rejecting this response because there is no way for me to get any information from a company that is *RAUD. Im not sure how this is still hard to understand. Ive provided you the MULTIPLE attempts at contacting said company that Affirm did not inspect before offering their services to clients. This is just as much on Affirm as it is the false company. Please provide how you would like for me to get communication from a company that is *RAUD and does not exist. Not to mention the * BBB rating?!?! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which involves her concern that  she has been unable to contact the merchant in regards to the claim involving her loan. 
  
  At this time, a merchant dispute claim has been initiated to investigate ********************** issue with Luuxy loan (ID **************.  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. ****************** has until March 22, 2024 to provide any evidence related to her claim by emailing *************************************** or by replying to the Secure Message sent to her on March 7, 2024. 
  
  Once the evidence due date has been reached, Affirm will evaluate the information provided by both ****************** and the merchant to come to an adjudication. Once an adjudication is reached, Affirm will reach out to ****************** to provide an update via email and through the Secure Messaging Portal. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21336050
  
  I am rejecting this response because I have sent all evidence multiple times to the email provided.  Happy to send again if this company is that unorganized. Please let me know.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit report is posting false information. Affirm is on my credit report as collection debt but it was paid in full. I will upload an attachment for evidence. Please remove the collection debt off my credit report.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm ha reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indiciate that on April 3, 2023, ********************* obtained loan RJRQ-2UX7 for a purchase with the merchant, Turo in the amount of $370.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $130.80.
  
  Due to having a past due balance for more than 120 days, the loan charged off on November 1, 2023. You later paid off the loan on February 15, 2024. However, the history of charged off status will remain.
  
  Please note that Affirm reports batches of information that covers the repayment information associated with your loan within a specific time period. Affirm specifies the time period reflected on its credit information furnishings to Experian. This can take a minimum of ***** days to reflect on a credit report. Affirm respectfully declines ************************** request to remove loan RJRQ-2UX7 from her credit report.
  
  In the event that ********************** has any further questions, we encourage for her to reach out to Affirm directly via ****************************************************.