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:02/23/2024

  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 ordered on 12/13/23 w/ ****** Beauty & used shoppay as my pay method. The order was however never delivered. I reached out to the merchant immediately to inform them of this & let them know I would be filing a claim with the carrier ******* I did that (claim#********) & the **** claim was granted in my favor on 1/3/24. **** admitted the package was never delivered, I provided that documentation to both affirm & the merchant. I also provided the legal report number to both affirm & the merchant. I was extremely communicative with the merchant, providing them all updates/info, frequently following up on why they were not answering my communication, and/or acknowledging all the documentation, report and claim numbers that were submitted to them, & why my refund hadnt been processed as a result. I emailed them a total of 8 times during this time period & only got 1 response that addressed absolutely nothing. Due to this lack of response from the merchant, I filed a claim with affirm & submitted literally all my attempts of communicating with them going unanswered, as well as ALL the documentation & claim proof I previously mentioned. Affirm has a resolution center that allows attaching proof to claims submitted, I had so much that the capacity was too small for me to fully attach everything there, so I then had to go a step further as instructed, by emailing the customer service email with any additional info, which I did and have continuously done ****************************************** Affirm closed the claim nearly 3wks later for a reason that all my documentation had already disproved, so I immediately called their customer ************** reviewed the even additional proof I had submitted since the affirm claim was in ************** ************************ then reopened the claim. Since then not a single Affirm worker has reached out to provide any update & I still havent been refunded. *** called repeatedly just for them to tell me my issue is being escalated (CONTINUED in attachments)

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concerns with a purchase that was not received.
  
  Affirms records indicate that loan 8RRM-BOUG was processed on December 13, 2023 for a purchase with ****** Beauty in the amount of $63.47 with a 0% Apr to be paid over 4 biweekly installments of $15.85. The loan required a downpayment of $15.86 which was paid on December 13, 2023. The loan received 1 payment of $15.85 on December 28, 2023 and is currently overdue for January 11, 2024 and January 25, 2024. 
  
  Upon reviewing her complaint, Affirm escalated a courtesy dispute foe the ************* team to review. The team is currently reviewing her claim and evidence. Once they complete their investigation, the team will reach out to her directly. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21335191
  
  I am rejecting this response because:

  Im asking this in the kindest way possible after over TWO MONTHS of trying to get this resolved Can someone from the Affirm team PLEASE legitimately look over all of the evidence submitted? Its clear this has not been done in all of this time. I have been repeating blatant things & have provided the proof & documentation for ALL. I dont understand how in all that Ive submitted on top of being extremely communicative with both Affirm & the merchant (******) that Im having to still repeat myself so much with documentation- & still my refund has not been given. 
  This order was NEVER DELIVERED. I reached out to the merchant immediately to inform them the order was never delivered on its supposed date & informed them I would be filing a claim with the carrier ******* **** granted the claim filed in my favor, admitting the package was never delivered (claim#********). This claim is attached again for the millionth time for reference.
  Next, I followed the steps by submitting the direct claim to the merchant so they not only had the proof to initiate my refund, but the claim also provided instructions on what they were to do next per the **** process. I was continuously following up with them, inquiring when & why my refund hadnt been initiated yet & also why they just simply werent responding to me to resolve my refund as a customer who never got what they ordered. They were very unresponsive, I emailed them a total of 8 times. As a result of them being so unresponsive, I reached out to file a claim with you all in hopes of resolution. I submitted all of my unanswered communication attempts to the merchant to you all, as well as the claim from ****. NOW LETS REMEMBER- This order was known to not have been delivered on DEC. 19th 2023 & the **** carrier claim was finalized in my favor with them admitting fault on ***. 3rd 2024. YET, I still submitted the 2nd payment of this pay in 4 (on DEC. 28th 2023) because I knew although I had been continuously taking the steps in trying to get the order/refund resolved, the process would take a bit of time. On JAN. 11th 2024 you all opened the claim I submitted through Affirm & started the investigation of my dispute. At that time you all had paused payment completely due to your investigation, it literally read PROCESSING DISPUTE. PLEASE CONFIRM BY CHECKING YOUR OWN RECORDS FOR REFERENCE. SO, during you alls investigation I couldnt have made an additional payment even if I wanted to. You guys paused payment during the investigation period. Aside from checking your own records of this, please refer to the attached screenshot showing exactly what was shown during this time- its also dated & timestamped via iPhone. Next, on 1/29/24 you all responded to my dispute by favoring the merchant because you said they started the carrier claim on their end, so 1/29/24 is when you all un-paused the payment allowment. At that point (1/29/24), I was absolutely not submitting any further payment. It had already been proven way before that point that if anything, I am the party who was owed money. Im the one who made payments on something that was never delivered & had been proven with evidence submitted a million times over in multiple different ways. 
  Now back to 1/29/24, after submitting additional proof on 1/29/24 to dispute yalls ruling, you all re-opened the claim to further investigate. LETS ALSO REMEMBER, I had already submitted to you all on 1/24/24 their direct correspondence that made your ruling on 1/29/24 irrelevant. On 1/24/24 I shared the direct correspondence of being finally responded to by a very rude Dudleys customer service rep that they couldnt refund me due to me purchasing through 3rd party- you all, Affirm. The refund would need to come through who handled the payment- you all, Affirm. A piece of my direct message to you all on 1/24/24 was literally: So moving forward, is it correct the refund now lies completely in you alls hands being affirm? If so, why is this process taking so long? What other documentation could I possibly submit? This has gone on for so long and Im so frustrated and so disappointed in all of this. Can someone please advise on when I will receive my refund? 
  PLEASE CHECK THE RECORDS FOR REFERENCE! 
  Next, since the supposed reopening of my claim on 1/29/24 I have not received a single update initiated by you all until a couple of days ago due to this Better Business Bureau claim. I have been continuously submitting messages in the message center as well as directly emailing you all ***************************************** & also calling just to be told by phone every time that my issue is being escalated to a supervisor & Ill get an update in 3- 5 business days. It has literally never happened. Its despicable customer service. AGAIN, PLEASE CHECK THE RECORDS FOR REFERENCE! 
  Ive let neither you alls or the merchant's lack of customer service & response deter me from continuously trying to get this resolved, so I never stopped continuously reaching out to ******. From these efforts, I got a response from ****** customer service on 2/22/24 that they actually had in fact already initiated what they could from their end by crediting the full original amount back on 1/24/24. They apologized to me for the lack of communication & misinformation I had been given from all my email attempts exchanging customer service concerns. They even provided the invoice showing that on 1/24/24 they refunded the order/credited the full original amount. SO, although the refund would need to come through who handled the payment- you all, Affirm- they still had already completed their part in this process by crediting the full original amount back. I of course shared this info & documentation w/ you all through the resolution center pending another supposed reopened claim, as well as directly to the email***************************************** & I INCLUDED Dudleys customer service in the email as well, so both parties are fully aware of every single update. I then called Affirm to confirm they received this update & ************ (one of the many Affirm reps who Ive spoken with via phone) legitimately told me that although it would be supposedly escalated to a supervisor, the invoice documentation of the refund/credit memo from ****** still doesnt prove that it was refunded & and that it only shows a credit was given. That made me legitimately concerned for the understanding of your workers, because it seems as though they dont understand the company they work for. Is it not understood that shoppay/affirms basis of business is to pay for the order? & pay for it in TOTAL? -which then gives the customer the freedom to pay back in 4 interest free payments, etc which is what I chose with shoppay- which means Im essentially paying affirm/shoppay back every 2 weeks since they covered the total cost upfront. SO, if the merchant has refunded & issued a full credit, who does she think they possibly wouldve issued the refund/credit to??? Wouldnt it be the party who paid for the order??? FYI- affirm! So besides being astonished by how that sounded, I told her that if you all ever review your email ***************************************** I have literally put you in an email thread with ******* customer service so it can please be communicated to them directly what else they would possibly need to provide other than the literal invoice that shows that they refunded the order in total, in order for my refund to be granted. I dont know what more I can do thats greater than putting both parties **************** in an email together with all documentation proof, all correspondence, & continuously following up with both parties as I do providing the overwhelming docs, etc. etc. I put both parties of **************** in email since 2/19/24- so again, if there is any additional things that need to be done by either company, you all can directly communicate that so that I as the customer can finally have this issue resolved & refund granted instead of dealing with both of yalls negligence. It feels like Im literally begging for help. Please make it clear what else needs to be provided in order for my refund to be granted. You can even contact the merchant directly since me putting you in an email with them since 2/19/24 has done nothing. They have a phone number as a way of communication in addition to email- you can chat/contact someone from their customer service directly if youd like. Its crazy to feel as though Im literally begging for somebody to do something & provide whatever may be necessary in order for this to finally be done. 
  Its been nearly 3 months since the order was placed, over 2 months since it was carrier proven to never be delivered, & over a month since the merchant issued a refund credit and provided the documentation as proof. I am beyond disgusted at this lack of care & deceitful level of business practice. You all cant even be bothered to communicate back to me in all my exhaustive attempts (besides just a few days ago due to this current Better Business Bureau claim). Beyond bad & terrible customer service, I hope the ********************** takes this an even further step. Again, Ive kept all call logs, all messages & emails that have gone unaddressed/unanswered, its despicable. 
  AGAIN, PLEASE CHECK THE RECORDS FOR REFERENCE! LEGITIMATELY LOOK AT ALL DOCUMENTS & COMMUNICATION THAT HAVE BEEN SUBMITTED FOR MONTHS.
  
  

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which involves her concern that she has not received a refund towards her Affirm loan. 
  
  On March 12, 2024, a member of the Affirm ************* Team advised **************** via **********************'s Secure Messaging Portal that she would no longer be responsible for the loan in her name with ****** Beauty (ID **********. As a result, her previous payments were refunded towards her original payment instrument. 
  
  Affirm would like to thank ******************** patience and cooperation as Affirm investigated her claim. In the event **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:02/22/2024

  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.

  On December 15, 2023, I was reviewing a company by the name of ********************* who work with music artists on getting funding for starting their music business and the services included. However, once signed up, it seems like all of the communication is surrounding business credit and using business credit cards once the academy member gets their credit scores into a good range.Unfortunately, for me, this was not discovered or revealed until AFTER signing up for the academy and gaining access to their Discord channel to view the channels and the conversations - which all only focus on getting business credit cards (not grant ******** only debt funding).I signed up for the academy under the presented information that the program actually included ways to obtain business funding (including grants - non-loan type of funding that needs to be paid back as a new business starting out and working on an income stream), not just racking up business credit card debt.I financed my membership through Affirm instead of paying the full amount up front. However, after signing up, the ONLY funding options that are being presented are through business credit cards - which should have been concretely made during the information sessions or mentioned up front (which I haven't found yet on the Discord channel in the discussion groups or in the text communication I had with one of the team members, ******************* on January 9, 2024.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to *************************** BBB complaint. Affirm has reviewed the complaint which states that they are wanting to request a refund for the loan due to not being satisfied with the product purchased. 
  Affirm's records indicate that loan 2Z0R-2T40 was processed on December 18, 2023 for a purchase with the merchant, ********************* Marketing, in the amount of $497.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $49.45 due on the 18th of each month. 

  
  *************************** contacted Affirm on January 9, 2024, though Affirms *********** explaining that they were unaware of what was actually being offered with the product purchased. Affirm followed up the same day and requested specific evidence to see if we could dispute the loan. *************************** replied and explained again the issue with the purchase not being what was expected. 

  
  Affirm also received evidence from *************************** on January 9, 2024, however, please note some of the evidence was not substantial. Affirm needs proof that *************************** has reached out to the merchant to request cancelation and show that they are due a refund in order for Affirm to request a dispute be opened on the loan.

  
  Affirm is more than willing to help with the concern however we have processes in place to assist with merchant disputes, so this is why we have asked for the specific evidence. In order to dispute the loan, Affirm needs the evidence requested. 

  
  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, they are still responsible for repayment. 

  
  In the event that they have any further questions, Affirm encourages them to reach out directly through ****************************************************.
  

  
  

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21334244
  
  I am rejecting this response because:

  The company mislead the product/service they were advertising in order to get money from customers. If their program is STRICTLY for business CREDIT and NOT GRANTS as a source of funding, that needs to be made clear before people sign up.

  I'll be contacting my bank to block future payments if you do not contact ************************* company to handle th matter.

  Regards,
  
  ***************************

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to *************************** BBB rebuttal complaint. Affirm has reviewed the complaint which states that they are not satisfied with the loan not being disputed properly.
  
  Affirm reviewed the evidence received from *************************** on January 9, 2024, however, please note some of the evidence was not substantial. Affirm needs proof that *************************** has reached out to the merchant to request cancellation and show that they are due a refund in order for Affirm to request a dispute be opened on the loan.
  
  Affirm is more than willing to help with the concern however we have processes in place to assist with merchant disputes, so this is why we have asked for the specific evidence. In order to dispute the loan, Affirm needs the evidence that was requested on January 9, 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, they are still responsible for repayment.
  
  In the event that they have any further questions, Affirm encourages them to reach out directly through ****************************************************.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21334244
  
  I am rejecting this response because Affirm needs to reach out to the merchant. If this is not corrected, I will contact my financial institution and close out the account the funds are being drawn from for this scam.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2024

  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.

  This is about a security concern I had with Affirm. I have a loan with them where I pay $22 monthly. However, on December 14, I had my debit card blocked due to fraudulent activity from Affirm. I contacted my bank and found out they made charges on the following days for the following amounts: 12/12/23 for $630.41 (3 times), 12/12/23 for $30.41, 12/13/23 for $63.24, 12/14/23 for $1,933.92. On 12/14/23 they successfully take $10. My bill was supposed to be $22 on the 12/18/23. My bank advised me that it was from Affirm and that they should contact them directly. I gave this information to Affirm on 12/15/23, but they did not contact my bank or give me any information about the threat. They simply said I should contact my bank for a charge back, not that they addressed the fraudulent issue. This response happened on 12/26/23 and I responded on the same day. My bank gave me a new card to use and explained that if Affirm did this again, I would not receive a refund. So I have not been able to safely pay them, but they insist on sending me numerous calls, texts and emails saying they will report my account as delinquent.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ************************* BBB complaint. Affirm has reviewed the complaint which states that they see charges on their bank account from ********************** but they are not payments tied to the only loan they have with Affirm. 
  
  Affirm's records indicate that loan RV0K-9TUM was processed on October 18, 2023 for a purchase with the merchant, Amazon, in the amount of $158.90. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $22.00 due on the 18th of each month. As of March 8, 2024, this loan shows it is overdue for $66.00. The next payment is due on March 18, 2024. 
  
  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.
  
  ************************* first contacted Affirm on December 15, 2023 through the Affirm *********** to explain that they were seeing charges on their bank account for $630.41, $30.41, $63.24, $1,933.92, and $10.00. Affirm acknowledged their concern on December 16, 2023 and escalated the concern for review. 
  
  After review, Affirm followed up with ************************* on December 26, 2023, and explained that we also only see the loan, RV0K-9TUM and the payments listed do not reflect. Affirm informed them to file chargebacks with their banking institution. ************************* was not satisfied with this response. 
  Affirm reviewed again and on January 3, 2024, they explained again that we cannot locate the transactions in question and requested again that ************************* file chargebacks with their bank.
  As of March 8, 2024, Affirm has reviewed once more and we cannot locate any notifications sent to  them on the payment amounts listed and only one application and loan reflect on their account. 
  
  If ************************* can send proof of the charges including amounts, the dates charged, the account number it is coming from and any other identifying information, we are happy to review and see if we can locate any further details on it. Without this information we cannot provide further details other than they must continue to work with their banking institution to resolve the issue since we do not see the details that are causing concern. 
  
  This information can be sent to Affirm at *************************************** and reference case number ********. The other option is to reply to the last secure message Affirm sent to them on January 3, 2024. 
  
  In the event that they have any further questions, Affirm encourages them to reach out directly through **********************************************************.
  
  

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21333559
  
  I am rejecting this response because:
  They impacted my credit score negatively because they would not address that they miss handled my bank account information. They also did not address that would remove the information they put on my credit report which is not correct. I was more than happy to pay my bill. I just wanted to be safe while doing it. Their response is beyond unacceptable. I will now take the matter to the **** and possibly seek legal action. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to ***************************** BBB rebuttal, which involves his concern that Affirm has processed unauthorized charges using his payment instrument. 
  
  As stated in Affirm's previous response, Affirm is unable to investigate and/or locate the possible unauthorized charges without a chargeback investigation being initiated by ***************************** financial institution. Alternatively, if ************************* can send proof of the charges including amounts, the dates charged, the account number it is coming from and any other identifying information, Affirm is happy to review and see if any further details can be located. Without this information, Affirm cannot provide further details other than they must continue to work with their banking institution to resolve the issue since Affirm is unable to locate the referenced charges on ***************************** account. 
  
  This information can be sent to Affirm at *************************************** and reference case number ********. The other option is to reply to the last secure message Affirm sent to them on January 3, 2024.
  
  In the event that ************************* has any further questions or concerns, we encourage them to reach out directly via email.
  
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21333559
  
  I am rejecting this response because:

  I have attached proof of the one of the fraud attempts from Affirm that my bank did not catch. Again, my bank has requested that Affirm contact them for more information, which they flatly refuse to do so. Again, that have ignored my request to delete this from my credit report as it is not correct. I am happy to pay my account when it is safe to do so.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/22/2024

  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.

  My account Case Number: ******** was sent to a 3rd Party Debt collector (***********) I contacted *********** and paid the balance in full on 2/21/2024 at 10am. *********** emailed and mailed me a letter with all the information stating that my account has been resolved. I contacted Affirm and spent over 30 minutes speaking with a representative and supervisor explaining this. The supervisor told me it should take 24 hours for the payment to be reflected but it had been 24 hours. The supervisor insisted that I could not speak to anyone either than him after I explained time and time again that the payment was made to a 3rd party. I am simply requesting for a letter to me emailed and mailed to be stating the account has been paid and no money is due. I have attached the payment confirmation from *********** who will confirm that the payment was made I am simply requesting a letter from aff

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ****************** BBB complaint which states her concerns with credit reporting for loan YX47-0T6X.
  
  Affirms records indicate that loan YX47-0T6X was processed on June 14, 2021 in the amount of $650.73 of a purchase with ****** ****** with a *****% APR to be paid over 12 monthly installments of $63.26. The loan received 3 timely payments of $63.26 from July 14, 2021-September 14, 2021.  The loan did not receive any further payments until December 15, 2022 when ****************** submitted a payment of $68.00. The loan was then overdue for over 120 days and subsequently charged off on March 15, 2022. 
  
  While in collections, the loan received a payment of $300.82 on February 22, 2024 and was settled for an adjusted amount on March 04, 2024.
  
  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.
  
  Upon origination of her loan, she electronically accepted/signed a Truth in Lending Agreement. In addition, she agreed to Affirm's Terms of Service when she created her Affirm account. As stated in Affirm's Terms of Service, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." In addition to that, Affirms Terms of Service, Section 2: How Affirm Serves You also states, 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. Loan agreements are available for review at any time online or in the Affirm app. To access your loan agreements online, visit *************************************************; and access her Affirm account. 
  
  For clarification, reporting updates can take up to ***** days to update. At this time, the status of this loan was updated to paid but the delinquencies and charge off history will remain. The update should be appearing accurately on her end.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for your loan, YX47-0T6X.  
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm directly via email.
  
  

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21333545
  
  I am rejecting this response because:

  The issue is with your customer service. I called 31 times and emailed your team 10 times. I was told it would take between 3-5 business days for this request to be resolved when it actually took 12 and all cases that were reportedly "escalated" were actually being closed which is why I was not receiving updates.

  I did not need any credit reporting updated, all I needed was an updated Loan Verfication document which you team did not provide within the agreed service level agreement. 

  You customer service department is horrible.

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

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to ******************' BBB rebuttal, which involves her concern with the delay in her request being processed by the Affirm ************* team. 
  
  ********************** would like to sincerely apologize for the delay in processing ******************' request. The ************* Team was working to validate the current status of ******************' loan, which resulted in the delay. Affirm has taken steps to coach the individual agents who may have caused additional delays in Affirm's response to ******************' inquiry. 
  
   In the event ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:02/22/2024

  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 am reaching out today because this is my 3rd phone call to affirm customer service and I still do not have my full refund. I purchased a ** a BJ's Warehouse back in Nov of 2023. I returned the ** because the volume was extremely low. If you review the pictures attached I paid affirm 3 times $55.00 each payment by time the ** was returned. If you also review the attachment it shows that affirm only refunded me twice and that the account has a -$-***** bal still on it. When i started to see the refunds, one of the refunds was attempting to go back on a card i no longer has access to and i advised affirm of that. They said a check would be cut, I was transferred to the department that does that. They said they could see that the refund failed on the card ending in 4011, they couldn't just apply it to my bank account automatically. I was then told it would take about 30 days to see the check refund. I called affirm on 02/04/24 to check on status, they said it had not been 30 days since 01/07/24 when i spoke to someone. Today 02/22/24 i called and they tell me again i need to wait 30 days from today. I already spoke to someone about this so why is my refund not be processed in a timely manner, or even at all after my 3rd phone call to this company. I can see in the loan account they are still hold $-55.00. If it was refunded or a check was cut i would not be able to see that credit balance. Please assist me in getting my remaining $55.00 refund from affirm. If a customer changes a method of payment it should have been refunded to the bank info that it was updated and with drawn from as well. This is getting out of hand and i am looking for my money as the resolution asap. Please contact me back regarding this matter and reach out. I am hoping this can be resolved.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the refund for her loan.
  
  Affirm records indicate that Ms. ******* Virtual Card loan 3BJP-ZHZ3 with BJ's ************** processed on November 27, 2023 in the amount of $220.00 with 0.00% APR. The agreed-upon repayment terms were for 3 payments of $55.00 made biweekly.
  
  A down payment of $55.00 was submitted on November 23, 2023 at checkout. A partial refund of $4.01 was issued on December 14, 2023 as these were the unused funds on Ms. ******* Virtual Card. On January 4, 2024, the merchant issued a partial refund of $215.99 toward the loan. Affirm refunded **************** $55.00 back to her MasterCard ending in *2838 and another $55.00 back to her Bank Account ending in *5926.
  
  Affirm attempted to refund the remaining refund of $55.00 to the MasterCard ending in *2838, however, the refund failed in Affirms system. As a result, **************** was refunded the $55.00 via refund check. Affirm followed up with **************** on February 26, 2024 and advised her that the refund check would be processed and that she should expect to receive it within 2 weeks via USPS.
  
  If **************** does not receive the refund check within this timeframe, we ask that she please reach out by responding to the messages sent to her on February 26, 2024.
  
  Affirm would like to thank ****************** for her patience with this matter. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:02/22/2024

  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.

  We used Affirm through Priceline.com to book our packaged honeymoon (flight and hotel), however, once booked we decided we wanted a different, nicer hotel, we cancelled the trip and booked another. Affirm guarantees a 24hr full return policy which they are not abiding by! We cancelled within 15 minutes, re-booked, and now they want us to pay for a trip we are going on and one we are not. You cant call Affirm as you will get absolutly nowhere trying to talk to a actual live person, chat with them, they are completly rude and even disconnected the chat on me. I want them to abide by THEIR policy and refund the trip we cancelled so we can put this behind us and not stress over money owed for services not rendered.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to Ms. ******** complaint. Affirm has reviewed her complaint which states that she  canceled her Priceline trip and rebooked it and is in need of a full refund on her Affirm loan. 
  
  Affirm's records indicate that loan IH3U-PMJD was processed on February 6, 2024 for a purchase with the merchant, Priceline, in the amount of $1,221.09. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $116.35 due on the 6th of each month. This loan has received a partial refund of $1,179.57 on February 27, 2024. The final amount paid shows $42.19 on February 29, 2024. The loan is currently settled. 
  
  Affirm first heard from ****************** when she called in on February 7, 2024, to discuss the loan needing to be canceled due to the trip being canceled. The Affirm agent explained that if a refund was due to the loan it would need to be processed by the merchant and Affirm was held to the merchants refund policies and refunds, once processed by the merchant, can take 3-5 business days to reflect on the loan. 
  
  On February 22, 2024, she called in again asking about the refund. Once again the Affirm agent explained that refunds can take 3-5 business days to reflect. She also contacted us on February 22, 2024 through the Affirm *********** and asked for more details on the refund. 
  
  Affirm followed up and explained at the time that there was still a pending amount $474.60, and the loan could be canceled if that amount was canceled. 
  
  Please note that as of March 8, 2024, the loan still reflects that a used amount of $41.52 was used and because of this, Affirm cannot cancel the loan. If she can show a refund confirmation form Priceline showing a full refund was issued we can fully cancel the loan. 
  
  Until then the loan is settled, and no further payments are due at this time. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds 
  are subject to the policies of the merchant. 
  
  In the event that she has any further questions, Affirm encourages her to reach out directly through ****************************************************.
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of leather pockets for my pool table from the vendor ***'s Billards. I tracked the item and the item showed delivered and I never received it. I was at home all day. I instantly called *** and filed a claim as well as reached out to the supplier and AFFIRM. I pulled video from my Ring Camera as well which shows that no delivery was made at my house that day. I have been trying to work with AFFIRM and the vendor with no resolution. Affirm is stating that I will still be charged for the item even though I don't have it. *** claim has came back and deemed the item indeed lost. Ther is no contact number for the supplier ***'s Billard and Affirm is not assisting at all. I have been doing business with Affirm for years spending thousands of dollars with them. Please assist

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indicate that on January 25, 2024, ****************** obtained loan V39L-19ZJ for a purchase with the merchant, ***'s Billiard in the amount of $169.99. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $16.69.
  
  On January 28, 2024, ****************** contacted Affirm requesting a refund and indicated she had yet to receive her item from the merchant. An email was sent to her requesting for more confirmation a refund was owed and that a dispute was escalated on her behalf.
  
  On February 15, 2024, Affirm sent ****************** an email advising that the dispute was closed as Affirm did not receive confirmation that she was owed a refund. On February 21, 2024, ****************** contacted Affirm refuting the decision.
  
  On February 23, 2024, the merchant provided a full refund towards the loan. On February 26, 2024, Affirm sent her an email confirming the full refund was applied and she is no longer responsible for the loan.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any further questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/22/2024

  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 purchased a laptop thru ******* in January. Signed up to use Affirm, they approved the loan and received my laptop. Affrim emailed me with payment arrangements. I tried to make payments was locked out of my account. I called **********************, said won't unlock account because they need more information. They wanted a copy of drivers license. I gave them all the information to process the loan in the beginning or I would not been giving the loan in the first place. This a scam to get your drivers license. One conversation with ********************** was I don't didn't a loan but I was text loan ID with payment arrangements. I attempted again to make a payment Affirm said, my order was canceled. Unable to make payment but i do have my order .I have received several emails about my loan. Affirm won't unlock my account so I can make payments. AFFIRM has a history of complaints with jacking with peoples loans. Affirm will not unlock my account so I can make my payments. I have called and texted several time. If needed I will give dates of attempting to make payments. Affrim loan business is scamming people by locking their accounts. I will never use this company again. Look at their track record with the BBB, almost the same situations with their customers and nobody will do anything about them. When turned in to the BBB the company has the same response to their customers. Customers have to fight thru their whole loan just to get their payments made and loan completetion. We need Affirm closed down for scamming people.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ************** complaint. Affirm has reviewed her complaint which states that she would like to have access back into her account and has not been able to get into it. 

  Affirm understands that ************** is wanting to gain access to her Affirm account and has not *** able to log into to pay on her loan. 

  Affirm's records indicate that loan EDJU-19VZ was processed on January 17, 2024 for a purchase with the merchant, ******** in the amount of $684.32. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $44.71 due on the 17th of each month. 

  Affirm first sent a request for ************** to verify her information and identity on February 1, 2024. On February 6, 2024, we advised that we had not received the information requested. On March 7, 2024, Affirm was able to recover the account after further review and she now has access to her account. 

  As for her loan with ******** ************** should be able to access and view the loan as well as make payments on it.

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

  
  

• Initial Complaint

  Date:02/22/2024

  Type:Product 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.

  FRADULENT TRANSACTION ON AFFIRM VIRTUAL CARD.* Never Applied for Card. All prior loans with Affirm were paid in full.Fraudulent/Unauthorized Loan 1 - 12/11/2023: Received automated called from Affirm stating there was an attempt to change my phone number on my account. Contacted company and nothing was found.- 1/17/2024: Affirm sent text and email requesting past due payment. I called Affirm and filed a Fraud complaint. - 2/5/2024: Received email from Affirm stating that I am liable for Loan 2IGm-2VQC.-2/7/2024: Received automate call regarding attempt to change phone number. I called Affirm again to report. I was told my account would be frozen while under investigation. Second investigation of 1st loan was filed. Fraudulent Loans 2 - 4 -2/8/2024: Three new unauthorized loans are posted to my account.-2/18/2024: Received 2nd email from Affirm stating that I am liable for 1st fraudulent loan.- 2/21/2024: I paid Affirm $150 for 1st fraudulent loan. Discovered the 2/8/2024 loans. Contacted Affirm again to report three new claims for fraud. (Loans 6D5T-T24F, Z1UA-1D8D, Z1FE-MVM9)- 2/21/2024: **** (ID#********* informed me that my Affirm account cannot be closed to prevent future transactions and that I am liable for all four loans. He further stated that higher level management could not be contacted and the fraud claims cannot be escalated.

  

  Business Response

  Date: 03/06/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her concerns with unauthorized activity on her account.
  
  **********************'s records indicate that between the dates of December 11, 2023 and February 8, 2024, there were four Affirm Virtual Card loans processed in her name. 
  
  On January 17, 2024, ****************** contacted Affirm indicating she noticed unauthorized activity on her account. On February 18, 2024, Affirm's Account Safety Team sent her an email advising upon initial review of her claim, she was advised that she was responsible for the loans in question. She was instructed to complete and return Affirm's fraud affidavit form in the event that she wanted her claim reviewed again.
  
  On February 22, 2024, ****************** called Affirm inquiring about a follow up and was advised her claim would be reviewed again.
  
  On February 27, 2024, Affirm's Account Safety Team sent her an email advising that she would not be responsible for the unauthorized loans 2IGM-2VQ0, 6D5T-T24F, Z1UA-1D8D, Z1FE-MVM9 obtained in her name. She was advised that restrictions were placed on her account. There was a payment of $154.46 made on February 6, 2024 towards loan 2IGM-2VQ0 in which a chargeback was filed and sent back to her bank.
  
  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.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21329380
  
  Thank you for responding to me complaint.  I am rejecting this response because Affirm has not resolved the entire complaint.  Affirm determined that I am not liable for Loan #2IGM-2VQ0 on February 27, 2024.  However, Affirm has not refunded the $150 payment I made on Loan #IGQ02M-2V on February 21, 2024.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards a payment made on a loan she did not authorize.
  
  On March 12, 2024, Affirm processed a refund of $150.00 back to ********************** payment method ending in *****. We ask for her to please allow 3-10 business days for this to reflect.
  
  We thank her for her patience while we reviewed her complaint. In the event that she has any additional questions, we ask for her to contact Affirm 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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/21/2024

  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 AFFIRM **** they did not provide me with the original contract as i requested.

  

  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 to remove a loan from his credit report.
  
  Affirm's records indicate that on March 16, 2022, loanIUFM-UCSO   processed for a purchase with the merchant, CARiD for $2,132.46. Mr. **** agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $119.22.
  
  Between the dates of April 22 and May 15, 2023, Mr. **** completed 13 payments. The loan charged off on September 14, 2023, due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party debt collector, January. They can be reached by calling **************.
  
  On September 30, 2023, Affirm received an FCRA dispute in which ********* claimed the information being reported to the credit bureaus was inaccurate. Affirm closed the dispute after confirming the information being reported to the credit bureaus was accurate.
  
  Upon review of *********' BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loan and/or account was opened without his authorization, 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 ********* of the outcome within 30 days. To do so, he may visit the following link: ******************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus 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 the Loan Agreement which he consented to and approved when he obtained an Affirm loan. 
  
  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  IUFM-UCSO.
  
  We apologize for any frustration this situation may have caused for *********. In the event that he has any further questions, we ask that he reaches out to Affirm directly via ****************************************************.