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:02/21/2024

  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.

  Received a small loan from AFFIRM via AMAZON. Once accepted I was required to download the app and set up a payment. I could not set up the app because my current phone number is registered with another previous affirm customer. I sent approximately 15 requests from their phone assistance, website, filled out a request for assistance several times. Once I mentioned litigation, I received an email response from an individual named "*****" to say he left a message in my account which I cannot access. Once my payment became past due AFFIRM emailed me a sign in that allowed me to update my phone number with my social security and legal name. When I did so, it directed me to an outdated inaccessible email. This is the loop, I cannot change my contact such as phone number or email without hitting a dead-end. Now my credit report is going to reflect a late or no payment. There has been no solution since I've been trying to reach out since the February 5, 2024. I have many emails and can provide those if needed. I have uploaded an example of my address and phone number assigned to someone named "*************************************." I also provided image taken of signing into app or website to make the changes. I want my information corrected and settled so I can make payments on my loan. I want AFFIRM TO REMOVE LATE PAYMENT REPORTS TO THE CREDIT BUREAUS. Thank you, ***************************

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity to respond to ************************ BBB complaint, which states her concerns with the process to update her account information.
  
  Affirms records indicate that ***************************** reached out on February 15, 2024 to Affirm stating that she could not log into her account as her phone number was assigned to another account.  
  
  On the same day ***************************** was advised to reach out to them directly to complete the process by calling Affirm at ************. 
  
  While investigating her complaint, Affirm found that ***************************** has not contacted directly since. In order for the team to proceed with the next steps, Affirm kindly advises that she contact them as instructed. 
  
  If **************************** is having difficulty accessing her account she may also call Affirm to submit payment towards her loan. Affirms customer care representatives are available to take your call between the hours of 7 AM and 10 PM CST seven days a week.
  
  Lastly, Affirm found that loan NYOS-LRZ4 does not include furnishing and has not been reported to Experian.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via *******************************************************************

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21329106
  
  I am rejecting this response because: I have made several attempts to the url Affirm provides for assistance.  There are NO humans that help, nor do their support systems correct my issue. 

   

  Today AFFIRM's collection company called and it was a human being.  I explained the ongoing issue of not being able to access my account.  They were able to change my email but could not complete the process in updating my phone number so I can access my account.  Everytime the agent sent me a link, I clicked on it to confirm on the AFFIRM's website that this is my phone number, the agent received an "error" on their end of the system and could not fix the problem.  Finally I was tranferred to the supervisor of the collection agency, and he could not fix the error and then had to audacity to transfer me to AFFIRM'S automated customer service line where I received absolutely no help! 

  This is an endless loop.  There are no direct contracts with an actual person at the company AFFIRM and they refuse to help their customers and would rather have their collections vendor resolve the nonpayment issues. 

  As of right now, the problem has not been resolved.  I cannot access my account with **********************
  

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

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to ********************************* BBB rebuttal, which involves her update phone number request. 
  
  At this time, Affirm does not have record of ********************************* recent call. She is encouraged to contact the Affirm ************* team by calling ************ between the hours of 7 am and 10 pm CST seven days a week. The phone number update request involves an extra layer of security as a customer's phone number acts as the unique identifier for your account. The process requires a phone call to ensure that a customer has ownership of the requested phone number. 
  
  In the event that ***************************** has any further questions or concerns, we encourage her to reach out directly via ****************************************************.

• Initial Complaint

  Date:02/21/2024

  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.

  Made purchase on Affirm through Affirm website for $100 Texas Roadhouse e-gift card on February 9, ****. Made contact numerous times since February 12th and all responses are youll have response end of week. I think they sent it to employee or wrong email address and will not resend it! All contact is out of country and can not transfer me to manager in *** or corporate. First payment of $31 plus dollars due March 12, **** and I never received e-gift card

  Customer Answer

  Date: 02/26/2024

  I have received link for the egift card February 23, ****.

   

   

• 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 with this debt with AFFIRM. I do not have a contract with them, they did not provide me with the original contract as requested.

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request to have a loan removed from his credit report.
  
  Affirm's records indicate that on December 24, 2020, ************** obtained Affirm Virtual Card loan JYMN-A14N for a purchase with the merchant, Nordstrom in the amount of $1,176.05. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $113.99.
  
  Due to having a past due balance for more than 120 days, the loan charged off on September 22, 2021. The loan was sent to Affirm's partnered, third-party debt collector, **********. They can be reached by calling **************.
  
  Between the dates of August 28, 2023 and February 22, 2024, Affirm received FCRA disputes in which ************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes and confirmed 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 Mr. *********** 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 his request to remove credit reporting for loan JYMN-A14N.
  
  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 ****************************************************.

• Initial Complaint

  Date:02/21/2024

  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.

  On 12/15 I made a purchase to TCX BOOTS using affirm as the payment method. On 12/18 affirm shows the loan approved on their end. I received my product and returned it as it was the wrong size. TCX BOOTS cancelled the loan with affirm and all until that point. However, on 12/19 apparently affirm got a second loan approved from TCX BOOTS for an unknown reason, the amount is the same and it was originally processed within minutes of the original transaction. This to me is clearly a duplicate transaction or unauthorized transaction. I did not realize about this until January I started to get reminders to make a payment. I called affirm and they asked me to contact TCX BOOTS which I did. TCX BOOTS confirmed to me that there is no second order under my name and that I can rest assure there is no other order on their end, they also mentioned that with every affirm loan there must be an order number associated. I called back affirm and provided this information, they confirmed that there is no order number associated with this loan, now this is where things get interesting, this all started on 1/28/24 until today all I receive is calls trying to collect a payment, Ive called multiple times a week since 1/28 and they keep telling me all they see is my payment due amount. Ive spoken with 2 supervisors the one from todays is *****.. they keep making notes on the account but nothing is being done. About 3 weeks ago I filed a dispute through the affirm app and I got a generic response asking for proof from TCX boots, which obviously I dont have anything as there is no order. I replied back to them and said that I have no proof as there is no order, advised that this was a duplicate transaction and that the original order for the same amount was returned. Their customer support is doing nothing and I received yesterday a notification that my account is now delinquent. Not sure how to get my issue resolved. I need help.

  

  Business Response

  Date: 03/06/2024

  Thank you for the opportunity in responding to ***********************'s BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she is disputing with a merchant.
  
  On December 18, 2023, *********************** obtained loan  NDLB-FVRF with the merchant, TCX Boots for $279.49. She agreed to loan terms of $49.73. The loan was fully refunded on January 23, 204.
  
  On December 19, 2023, *********************** obtained loan 4FIQ-NVNW with TCX Boots with identical terms.
  
  On February 6, 2024, she contacted Affirm requesting for loan 4FIQ-NVNW to be refunded. Affirm sent her an email requesting for more information. On February 27, 2024, she contacted Affirm again requesting for a follow up. 
  
  On February 29, 2024, Affirm sent **************** de Oca  advising her that the loan was being disputed with the merchant on her behalf. Affirm will contact **************** de Oca  directly when her claim of a refund comes to a resolution.
  
  We apologize for any frustration this situation may have caused for her. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Created an Affirm ****** account and made a purchase on the Apple website, checking out with Affirm. Almost immediately after the purchase was confirmed my account was locked for no reason. The purchase went through and my loan is approved and active, however, I can not access my account to set up auto payments. I have called customer service 2 times. The first time I was told it would be escalated and my identity would be confirmed and my account unlocked within a few business days. 3 weeks later and nothing. I have received emails telling me i have upcoming payments and so I tried to login to my account again, no success as it was still locked. I called customer support again and was told they cant do anything (completely unacceptable). I sent in a complaint/troubleshooting email and am awaiting a response. But I am filing this complaint as it is totally against common sense business practices to have the utmost worst customer service I have encountered while dealing with people loans/credit.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ************************* BBB complaint which states that he is locked out of his account and is unable to make payments.
  
  
  Affirm record found Apple loan 3OQE-3WFO processed on 2024-02-01 for $6,749.00 with 24 monthly payments of $305.12 each.
  
  
  ****************** contacted Affirm on 1/30/24 seeking assistance to access his account following receipt of a notice flagging it for suspicious activities. This was was escalated for further investigation. 
  
  
  On 2/21/24 ****************** followed up on his case, however, unfortunately, the agent was not able to provide an update on his case at that moment.
  
  
  As of 3/8/24, we are collaborating across functions to investigate why he is locked out of his account. Once we have more information, we will promptly update him. 
  
  
  We sincerely apologize for any inconvenience this may have caused him and we thank him for his continued patience with us. 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21326159
  
  I am rejecting this response because: The case needs to remain open so that I can get more information as to why the account is locked. I will need access to my account before I can close the case. the payment plan was supposed to start March 2nd, 2024. I had previously set up a *** agreement at the time of check out for the items in the loan and that was never started as well. (I have email confirmation of the *** agreement)  I just want to make sure:
  
  1) I have access to my account (every time I enter my phone number it does not let me login, every time I have emailed a representative they say the email im using is not associated with an active account, but the email im using is the one I used to checkout from Apple and where all the email correspondence from Affrim have come to) ************************
  
  2) that the *** agreement that was set up is functional so I do not need to worry about any payments being late
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his issues with logging into his account.
  
  Upon review of ********************** account, restrictions were placed due to verification processes. Regrettably, Affirm is unable to lift these restrictions. 
  
  With that being said, the purchase for loan 3OQE-3WFO can not be completed and he will not be responsible for repayment. ****************** will need to use a different payment method for his purchase.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any further questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A fraudulent unauthorized charge of $662.63 was made online to ********** Ticket Sales of $662.63 on January 6, 2024 and 'financed' through Affirm. I discovered the charge within two hours and immediately called ********** Ticket Sales to alert them that it was an unauthorized charge and to please cancel it. I was told they could not cancel it. I asked to speak to a supervisor/manager and was told repeatedly that I would have to pay the amount charged. So I contacted Affirm on the same day and spoke to an agent to let them know that it was unauthorized and was told to submit a dispute form online. I completed the form and submitted all the requested information to Affirm. After a week I submitted the dispute form again. The 'loan' continues to sit on the Affirm account and is now reporting late payments and assessing fees. I have called Affirm no less than seven times (weekly since the charge) to get a status report and have been told every time that my case has been escalated and I will be hearing back within 3-5 days. I want this loan removed and I feel powerless at this point to get it done. The stalling on Affirm's part is only adding late charges to the loan that is sitting there in my name and being reported late to the credit bureaus. I'm a senior on a limited income and cannot pay for something I did not charge or want.

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint which states her concerns with and unauthorized purchase on her account. 
  
  *********************** records indicate that loan 82D1-2UMS was processed on January 09, 2024 in the amount of $662.63 for a purchase with Boxofficeticketsales.com with a *****% APR to be paid over 3 monthly installments of $229.19. The loan was overdue for the February 09, 2024 payment. On March 06, 2024, the loan received a payment of $229.19.
  
  On January 09, 2024, ************ reached out stating that the loan was unauthorized. On February 05, 2024, the Account Safety team reviewed her claim and found, with the available information, that she was responsible for the loan and reporting. The team also advised her to submit the webform which acts as an Affidavit.
  
  On March 05, 2024, the case was escalated for an additional review. On the same day, Account Safety team informed ************ that the decision was final unless she had new evidence to submit for them to review. 
  
  If ************ is in possession of new evidence, she is advised to submit it by emailing ***************************************.
  
  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. While reviewing the loan details, Affirm can confirm this loan did not include furnishing.
  
  In the event that she has any further questions or concerns, Affirm encourage her to reach out to Affirm via **********************************************************.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an Affirm savings account that i closed in 2023. January 2024 i realized that i needed my tax documentation (1099-INT) from Affirm to be able to complete my taxes. Since my account was closed i had no way of accessing this documentation and since i had moved this was mailed to a different state than where i am currently living.I have emailed, chatted, and talked to Affirm on the phone and the people I talk to tell me that there is nothing that they can do because they dont have the training, knowledge or power to help me.They made me reopen my account as the only option so i can access my documentation, but the account still does not allow me to access the documents i need.Affirm representative told me over the phone that he was going to escalate but it would take an additional week to get a response.I should not have to waste so much of my time at work and home to fight a company just to get my tax documentation.

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed his complaint which states his request for tax documents associated with his Affirm Savings account.
  
  Due to inactivity, ********************' Affirm Savings account was closed on December 31, 2023. Between the dates of January 21 and February 29, 2024, ******************** contacted Affirm requesting for his 1099-INT form but did not have access to his account. Typically, a physical copy is mailed to the address on the associated Affirm account. ********************** advised him that his request would be escalated to the appropriate team.
  
  Along with our response to this complaint, we have forwarded a copy of the requested document.
  
  We apologize for any frustration this situation may have caused for ******************** and thank him for his patience. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I appreciate BBBs support on the matter in order to get this resolved.

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

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is 3RCZ

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity in responding to ************** BBB complaint. Affirm has reviewed his complaint with regards to his concerns with information on his credit report.
  
  In reviewing ************** BBB complaint, Affirm was unable to locate an affirm account with the information he provided in his complaint.
  
  Affirm is unable to provide any details unless we are able to verify the information to an account as ********************** takes the security of all Affirm customers very seriously. Affirm kindly asks that ************ please call or reach out to Affirm directly with regards to his concerns so we may further assist.
  
  In the event that ************ has any further questions or concerns, Affirm encourages him to call ************ between the hours of 7AM to 10PM CT seven days a week or by visiting their *********** via ****************************************************.
  
  

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online purchase to Kirklands using Affirm on 12/18.I went to pick up the item on 12/18, but it was damaged, so Kirklands cancelled the order in the store.I never left the store with the item. I contacted Affirm that day to let them know the order was cancelled and asked to have the $154.50 I paid, refunded.On 12/28, 10-days after the purchase/return, i still was not refunded. Affirm told me i needed to contact Kirklands. ********* told me it was cancelled and there was nothing else they can do.On 12/28 Affirm refused to refund the money, so i contacted my bank and opened a dispute. On 1/23/2024 i received a letter from my bank (*****) saying that they cannot refund the money because Affirm told them i signed an agreement and that I need to work with Affirm to get the $154.50 back.I contacted Affirm on 1/26 and told them the bank is not refunding the money I paid and to work with Affirm to get a refund. On 1/26 Affirm told me the money still shows to be on hold and i need to wait. Again, I waited.I contacted Affirm on 2/9 asking for my refund, They told me they dont have it because i opened a dispute. I told them the dispute with my bank was resolved on 1/23, my bank is not refunding my money and to work with Affirm to get my refund. Affirm told me they cant give me my refund and to wait.Again, I waited.I contacted Affirm on 2/20 and asked for my refund. Spoke with a supervisor ******. He told me he can't issue a refund and to wait. I asked him what I'm waiting for, how much longer, and why do i need to wait. I asked him to please help me because I dont understand the hold up.He said he didnt have a answer to any of those questions and I just need to wait.I've been waiting 2 months for a refund.Its been 1 month since my bank told me to contact Affirm for the refund.I've been without $154.50 for 2 months, in which I never even received the item.NO ONE at Affirm will help me. My money is being held hostage.Refund is needed asap.

  

  Business Response

  Date: 03/06/2024

  Thank you for the opportunity to respond to ********************** additional BBB complaint. Affirm has reviewed ********************** complaint which states her continued concerns her expected refund for a down payment for loan 2L7M-P70Z.
  
  On January 03, 2024, ******************** find a chargeback on her end and on February 08, 2024, the dispute was resolved in Affirms favor. 
  
  This caused a technical issue to occur where the downpayment was not automatically refunded. On March 01, 2024, Affirm sent her an email to confirm her mailing address so they could send her her check. Affirms records show that they have not heard from her yet. 
  
  In order for Affirm to proceed with the next steps, they kindly advise ******************** complete the steps to confirm/ update her mailing address as outlined in the email. 
  
  If she is having trouble accessing the email she may reach out directly by emailing *************************************** directly. 
  
  Affirm would like to thank her for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ***********************************************************************;

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21321983
  
  I am rejecting this response because the refund of $154.20 needs to be returned to me in the same manner as I paid the ******, which is credited to the credit card you have on file.  I have received refunds from Affirm in the past on purchases, and they have ALWAYS been returned to the card I made the purchase with, which again is what you have on file.  In regards to me reaching out to Affirm directly, I've tried that multiple times over the past 2 months, and NO ONE at Affirm has been able to help me, much less give me an answer as to when my money will be returned to me.  I was hung up on, I was told to continue to wait, I was told there was no one there who could help me any further and that I would just need to wait.  Affirm also continued to give me incorrect information telling me that I need to reach out to my bank, which I told them multiple times is not accurate, because my bank already notified them that they will need to return the money to me.  It has been nearly 3 months since I paid Affirm ******, and I am no closer to having the money in my account because ********************** continues to find roadblocks that prevent them from releasing my money...on something I never even purchased.  I am requesting a refund to be given immediately to the credit card you have on file, which you have used to charge payments on for as long as I've had an account with you.  Ther is ONLY ONE payment method on file.  My address is clearly on my account, so why you're asking me to update my address makes no sense.  Its already on my account.  You are illegally holding money that is not yours and it appears you are still refusing to refund it.  A refund to my credit card on file is being requested immediately.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/13/2024

  Thank you for the opportunity to respond to ********************** BBB Rebuttal which states her continued frustration with the process to receive a refund for her downpayment. 
  
  
  As previously advised, the refund did not process automatically back to her card on file as usual due to the fact that ******************** filed a chargeback on her end. This caused a technical issue which prevented the refund from being processed as it normally would. 
  
  
  As such, the refund can not be processed to her card on file. ******************** must respond to the email received on March 01, 2024 and confirm her mailing address. Once they received confirmation, the refunds team will send her a refund check. 
  
  In order for Affirm to proceed with the next steps, they kindly advise ******************** complete the steps to confirm/ update her mailing address as outlined in the email. 

  
  In the event that she has any additional questions or concerns, Affirm encourages her to reach out to them via ****************************************************
  
  

  
  

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21321983
  
  I am rejecting this response because:  I have already updated my address on the link they sent to me via email.  I still have not received a check.  I will not close out this complaint until I receive the money Affirm has stolen from me. 

  If you insist on mailing me the money you stole from me in the form of a check, you have my address, which was not only viewable on my account the entire time, but provided via the link you emailed me. 

  I would expect that the money you stole from me will be sent to me via Fed Ex, since Affirm has been holding my money hostage for 3 months for no reason.

  ***************************

• Initial Complaint

  Date:02/20/2024

  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 for years and up until the last 2 months, I have a history of paying the monthly payments ahead of time. I recently got into some financial problems due to having to hire an attorney, so I knew I would be late on my payments with Affirm. My goal was to make sure that nothing went over 30 days late so that it wouldnt affect my credit and to catch up on everything once I received my tax refund. I went into my Affirm account and I deactivated all of the automatic payments, which restricts Affirm from being able to take a payment without my consent; I needed to manually make the payments. On the 30th of January 2024, I manually made a few payments, to keep them from going over 30 days past due and the next day, 31 January 2024, Affirm automatically debited my account for all of the missed payments; over $600. I did not permit Affirm to debit my account and I reached out to them, through chat, and explained the situation. The person that I chatted with explained that they didnt see that my account had been debited and that I would need to contact my bank to stop the pending transactions. However, my bank told me that everything would have to be done on Affirm's end. I emailed Affirms cutomercare about the situation and provided them with a signed document revoking their authorization to debit my account; to which they have not responded. They debited my account for over $600 which added to my financial difficulties because other things didnt go through, and I was charged NSF fees. I had a plan to get everything caught up, but their debiting my account without my permission has only made things worse.

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves his concern that payments were processed towards several of his Affirm loans without his permission on January 31, 2024. 
  
  Upon reviewing ********************** account, it appears that he scheduled payments to be automatically processed towards the following loans on January 31, 2024:  G3Q3-6F4H, IC5Z-JIMG, 46O9-P7X8, L5IB-QDD5, FXX6-4F82, UB0W-8OVK, 30VB-87QH,YO7O-SW9U, UFV1-WMTW, 57IP-R7PT, 1LZB-D23P, ****-ODPY, NCAJ-18YR, 7JL3-QMOV, DDRS-F6YC, XMYL-0TD2, VP6W-ZDF6, HPLL-S6L6, S491-****, MVYE-KMP5, WU2Z-JGU7, RIWN-NCGM, 7X3D-0KHU, VX8I-X2J3, 8UJV-582E, SNTI-POCF, 3AXH-XAYJ, VMGC-C5PM, Q7UT-VV2M, R78I-W9WL, H47H-60BD, G3Q3-6F4H, OG0Z-CJ3B, and KT3Z-Y3OG. Notification of the automated payment confirmations were sent via email on December 28, 2023 and December 30, 2023, at the time that the automatic payments were scheduled. Please note, customers must request that an automatic payment be canceled at least 3 days prior to the date that it is scheduled to be processed in order to prevent the payment from processing. 
  
  At this time, the payments will remain on ********************** loans as the payments were previously authorized to be automatically deducted from his linked payment instrument. 
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to **********************************************************;