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:08/01/2023

  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 company is claiming I purchased an item in which I did not. I disputed it both through credit Karma and affirm. I explained I did not purchase anything using this company and they told me I need more evidence. When I asked what was even purchased they did not respond.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to ********************* BBB complaint. Affirm has reviewed their complaint, which states they did not make the purchase for the Shark loan.
   
  Affirm's records indicate that loan BYV4-DDYV was processed on July 25, 2019 for a purchase with the merchant, Shark, in the amount of $422.94 This loan has terms of ****% Annual Percentage Rate (APR) and 12 monthly payments of $35.24. According to the order details that Affitm has on our end the order contained the following: Shark Apex - DuoClean - Zero-M TRUE PET UPGRADE with Steam Mop - 1 PAYMENT
  
  This loan charged off due to not receiving payment, on December 24, 2019. On December 22, 2022, they were notified via email that the ownership of the loan had changed, and it was now with *****************************. 
  
  For more information regarding the repayment status and credit reporting, *************************** may contact ****************************** as the loan is now in their possession. *************************** may contact them by calling them directly at **************.
   
   *************************** first contacted Affirm on June 27, 2023 by reaching out in our ************ Affirm advised that same day that we had placed restrictions on the account and that request was sent to our Account Safety Team for review. Affirm reviewed and found the loan to be ********************* responsibility and advised them this on July 20,2023. 
   
  They denied the decision on August 1, 2023, and stated they would file with the BBB. 
   
  Affirm's investigation evaluated all information provided in the origination of the claim as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement. At this time, our decision is final and will only be re-addressed if they have new evidence to provide to substantiate their claim.
   
  In the event that they have any further questions or concerns, we encourage *************************** to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20404692
  
  I am rejecting this response because:
  This is not my account and I did not order or receive this item. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2023

  Thank you for the opportunity to respond to ********************* BBB Rebuttal which states his rejection of the previous response.
  
  As previously advised, Affirm's investigation evaluated all information provided in the origination of the claim as well as details associated with the disputed loans. This included a thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  Again, Affirms decision is final and will only be re-addressed if they have new evidence to provide to substantiate their claim.
  
  In the event that they have any further questions or concerns, we encourage *************************** to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 08/27/2023

   
  Complaint: 20404692
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase they took out $1,000 on my card but never place the order to the merchant and told me I had to wait 15 days for a refund of my money

  

  Business Response

  Date: 08/14/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with receiving a refund for her down payment amount after her order did not process. 
  
  Affirms records indicate that ****************** submitted  loan application AX0Z-MRL2 on July 30, 2023, for a purchase with AllUsedParts.com. The application was approved, and required a down payment amount of $1,119.56.
  
   Affirm records show there was a redirection issue that occurred during the application process for loan AX0Z-MRL2. Down payments that have had the authorization canceled due to a redirection issue typically take **** business days to reflect back to their originating account. 
  
  Please note that while an authorization hold was placed, the funds were never captured from Ms. ******** payment instrument as the order was not successful. Affirm has also confirmed with our payment processor that the downpayment in the amount of $$1,119.56 shows as successfully canceled as of August 6, 2023. Please be aware that an authorization cancellation will not reflect on Ms. ******** account as a refund as the funds were never captured. 
  
  
  Affirm would like to apologize for any frustration or inconvenience caused. In the event that ****************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  
  

• Initial Complaint

  Date:07/31/2023

  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 called this company twice. I received an email approving a loan from Affirm which I never applied for. I thought it was spam. So I called and Affirm verified the loan in my name. The first time for unauthorized charges of $407 for a ******* device. ********************** said they would close the loan and investigate. It happened again the same day for $484.64 another approved loan for a ******* phone to be sent to ************ **. I dont know anyone that lives there! Affirm said they cant close the account even though I didnt open it! This time the person hung up on me. This has caused me mental anguish as I have spent all day trying to get this resolved! I have notified police and *************************

  

  Business Response

  Date: 08/16/2023

  
  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns that Affirm loans were obtained in her name without her authorization. 
  
  Affirm received phone contact from ****************** on July 31, 2023, where she explained that she had received an email alerting her that a loan had been approved. ****************** went on to explain that she had not applied for a loan. The Affirm agent that spoke with ****************** informed her that she was able to cancel the loan, and it is now reflected as voided. The Affirm agent advised they would also escalate a case to the relevant team for review and noted the investigation process could take 30 days to reach a resolution. 
  
  Affirm then received a second phone call from ****************** on July 31, 2023, where she explained she had received a second loan confirmation email. The Affirm agent that spoke with ****************** confirmed that a case had been forwarded to the relevant team for review. 
  
  On August 14, 2023, Affirms Account Safety Team sent ****************** an email to inform her that they had completed their investigation into her claim of unauthorized activity and reached a resolution in her favor. This communication explained that ****************** would not be held responsible for the unauthorized loans and if furnished, they will be removed from her credit report in Affirms next reporting cycle. At this time, Affirm would like to confirm that neither of the loans included credit furnishing. The email sent to ****************** also confirmed that restrictions have been placed on the Affirm account in question in order to prevent further unauthorized activity. 
  
  Upon the receipt of this complaint Affirm has closed the account as a result of unauthorized activity, per Ms. ******** request. Affirm would like to thank ****************** for reporting this unauthorized activity. Please know that we take these claims very seriously. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  
  

  Customer Answer

  Date: 08/17/2023

  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:07/31/2023

  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.

  Got a loan through Affirm for about $500. Vendor refunded an item they no longer carried, which brought my charges down to around $101. Affirm did not adjust my loan. I called Affirm and the guy I spoke to stated it takes about 5 business days to resolve refunds like that. He told me to call back Monday (today), if my loan still hasn't been adjusted. I called back today and the guy I spoke to said that I was told incorrect information from the last guy, and that the adjustment would take up to 21 days to be processed.Now, I am currently on hold for a supervisor because he said even though he can see the store only charged me $101, it cannot be adjusted. He told me "you may be waiting a very long time to speak to a supervisor".... This is absurd. This company is stealing money from people. They are charging me almost 30% interest per day on something that I am fully ready to pay off today. Unless this is righted, and the interest is adjusted (because I am ready to pay off today!!) I will never use Affirm again, and I recommend people steer CLEAR of this company.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed his complaint, which states his concern with his Affirm Card purchase reflecting accurately but the loan it is associated with does not show the adjustment for funds not used.  
  
  Affirm's records indicate that loan BEWY-4OPU was processed on July 25, 2023 for a purchase with the merchant, Instacart, in the amount of $455.00 This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $44.36 due on the 25th of each month. This loan is adjacent to the Affirm Card purchase on July 24, 2023 for $101.77. 
  
  ********************************** contacted Affirm by calling on July 28, 2023, to let Affirm know that he had made a purchase with Instacart but that the full total was not used as some of the order was not available. He explained that the amount due was for $101.77 and he did not want to pay the full amount on the loan as this was not accurate. He also mentioned he was wanting to pay off the loan that day but couldnt if it was not showing the correct amount. The Affirm agent advised him that this refund could take up to 3-5 business days. Affirm would like to apologize that at the time of this call, the agent was not incorrect in advising that the refund would take 3-5 business days to reflect on the loan. However, the agent did not look through the full Affirm account to see that this was tied to an Affirm Card purchase. 
  
  ******************** called in again on July 31, 2023, to explain that he once again wanted to pay the loan off but refused to pay over what was owed due to the loan needing to be adjusted. He was advised by the Affirm agent that the refund would take up to 21 days to reflect on the loan. We apologize this was not accurate information.
  
  He asked to speak with a supervisor and the Affirm supervisor worked with ******************** to help him make a payment over the phone for what was due, plus interest. ******************** agreed to pay $103.00, and the payment was processed over the phone that day. 
  
  Moving forward these agents will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  Later on, August 1, 2023, Affirm reviewed the account and found that the loan needed to be manually adjusted and adjusted the loan for $353.23. ******************** was advised the same day. Due to interest accrual, Affirm saw that $1.03 was still due to the loan. As of August 16, 2023, Affirm has adjusted the loan for the final amount and if he logs into his Affirm account, ******************** will see he is no longer responsible for this loan. 
  
  Affirm apologizes for any inconvenience this has caused.  
  
  In the event that ******************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:07/31/2023

  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.

  On July 24, 2022, I saw a pool table in stock at Bingo Billiards (BB), the ad read it would ship by July 29th, so I purchased it for $975.00 using Affirm/Shop Pay which allows payments over time (order # ****). Time passed and I had not received any indication that the item had shipped as stated, on Aug. 5th, I purchased a different pool table from a different store and immediately emailed Bingo Billiards to cancel my order. I also contacted Affirm and informed them as well. On August 9th, I received an email from BB stating the item shipped and requested my phone number for shipping company to schedule delivery on August 10th. I contacted BB and advised them of the cancellation, and I had already purchased a new one. I was told by ******************* of BB that it was too late to cancel the order and it would be delivered anyway so I immediately contacted the shipping company and advised them of the cancellation and requested they return it to the sender. They did and I received a copy of the *** ******** which showed the pool table was returned to BB on August 12, 2022. Bingo Billiards did not update the change of order and has caused my account with ********************** *** to go into collections. I contacted Affirm and they opened an investigation and suggested I make a good faith payment to avoid late payment. I've spoken and emailed different reps at Affirm and filed multiple claims with supporting documentation, but they said the order is still open through BB and I needed to call them to update the change in the system. On September 9, 2022, I reached out to Bingo Billiards and asked that they update their records with Affirm *** to reflect the item being returned so that Affirm could correct my account and they refused. I am out of my good faith payment and my account was closed and sent to collections. ********** Corp is now contacting me for collections for the balance of $682.55 for an item I never received. It has been a year and this matter has NOT been resolved.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states she had not received confirmation of her order shipping, so she canceled the order, but the merchant sent it anyways and she returned it. 
   
  Affirm's records indicate that loan VV0O-**** was processed on July 25, 2022 for a purchase with the merchant, Bingo Billiards, in the amount of $975.00 This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $341.28. Looking at the Affirm account, this Bingo Billiards loan became delinquent because she did not satisfy the payment due on September 25, 2022 and became more than 120 days overdue.
  
  The loan charged off to Affirms third party collections agency, ********** on February 13, 2023. ********** can be reached at ************** for any questions or to schedule payments.
  
  ************** first contacted Affirm by phone on August 26, 2022, where she explained that she had never received her shipping confirmation for the order and decided to cancel. She stated she reached out to the merchant for cancellation but the order was still shipped and so she returned the order. She mentioned as well that two weeks prior, the order was refunded. The Affirm agent explained we did not see the loan reflect any refund and that Affirm simply manages the financing. 
  
  ************** sent in evidence on September 22, 2022, and Affirm requested further details about her concern. On October 4, 2022, an official dispute was opened on the loan and both the merchant and ************** were asked to provide further evidence to substantiate their claim. Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim.
  
  On February 12, 2023, Affirm contacted  her and advised her that the dispute had been closed in the merchant's favor. The merchant had explained that they had not received contact for cancellation of the order. Affirm kindly asked ************** to work with the merchant. Additionally, Affirm Advised that the remaining payments would be her responsibility. 
   
  On March 28, 2023, Affirm was informed ************** was disputing the validation of the debt. The dispute was submitted to ********** on the same day it was received, and the loan has been found to remain ************** responsibility. Affirm has recently been notified of another dispute of validation of debt on July 17, 2023, and this investigation is still pending.
  
  Please note, Affirm manages the financing of her 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 ************** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:07/31/2023

  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 reported my debit card as stolen, I have not received a new card. I attemptet to call in to make a payment as my back up methods were NOT working. I provided direct routing/account numbers as a back up method to avoid any late payments. This would not go through, I was advised by there help line to use someone else's card to make a payment. They doubled down when I clarified, you want me to use another person's card that is not in my name to make a payment. They said yes. Affirm seems to be advising fraud or for me to use another persons information to make my own payments.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with submitted payment towards her Affirm loan.
  
  Affirm received phone contact from **************** on July 31, 2023, where she explained that her debit card was stolen and she was waiting to receive a new one. **************** went on to express concerns about a payment being due towards Affirm loan QFNH-**** and noted she had attempted making a payment with her bank account, but was unsuccessful. The Affirm agent that spoke with **************** attempted to process her payment while on the call, but the attempt was unsuccessful. 
  
  While on the call the Affirm agent that spoke to **************** went on to ask **************** if there was someone else or a family member that could assist her in making the payment.
  
   Affirm would like to clarify that third-party payments are accepted. However, when processing a payment from a third-party, Affirm will not reveal account holder information and must read a payment disclosure to the payment instrument owner and receive their verbal authorization to proceed. Affirm apologies to **************** that the Affirm agent she spoke with did not clarify this procedure. 
  
  On August 12, 2023, **************** successfully submitted payment in the amount of $45.94 towards loan QFNH-****. This payment satisfied the remaining balance and the loan reflects within her Affirm account as paid in full. Affirm would also like to note that loan QFNH-**** does not include credit furnishing and Ms. ********************* not see an impact to her credit score as a result of this issue. 
  
  Again, Affirm apologizes to **************** for any inconvenience or frustration caused by her interaction on July 31, 2023. Moving forward, the agent that she spoke with will receive coaching to ensure they are able to adequately support Affirm customers when calling in. However, Affirm must respectfully decline ****************** desired resolution of receiving store credit as this is not something that is offered by Affirm. 
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  

• Initial Complaint

  Date:07/30/2023

  Type:Delivery 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 ordered a ******* Power Steel 22' x 52" Round Above Ground Pool Set from shopjip.us. I received an order number with tracking information. Per ****** that tracking number goes to a totally different address and the person they said signed for it hasn't been there in months (I called the owner of the address which is a business). I have tried calling the number for 2 days and have gotten a busy signal. I have sent multiple emails and have not gotten a response. I have reached out to Affirm to cancel my loan and waiting on them for an answer. I chose this merchant specifically because they were using Affirm as their loan program, so I am assuming that Affirm doesn't verify their merchants. My complaint is against Affirm because they will not attempt to reach the merchant and are still saying I have to pay for something I never received. I have sent all the documents and correspondence to them multiple times and they are doing nothing to assist or cancel my loan.Also, the ***** delivery doesn't show the physical address but when I called the ************* in *********** ******** and they told me that the product was mailed to ************************************************************************* I called them as they are a business and they said that ************ (who Fed Ex is showing signed for it) hasn't been there in months. I have no idea who that is. My address is ********************************************** I don't know what else to submit but would like this looked into. I see that not only is there previous complaints against Affirm, but also the merchant *******************.

  Customer Answer

  Date: 08/07/2023

  From: *************************** <******************>
  Sent: Sunday, August 6, 2023 3:03 PM
  To: info <************************************>
  Subject: Fw: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Thank you.  They must have received it as they have cancelled my debt.  

   

  Thank you for your help!!

   

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

   

• Initial Complaint

  Date:07/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Item that i financed through Affirm was purchased on December 5th through Amazon. There was no money paid upon purchase. They offered to provide me with 5 spilt payments over 5 months. The nature of the dispute is that the non-payments were reported on my credit even though I had filed a police report and did what was required through Amazon, to show Affirm that I did not receive the item. I was told through Affirm that I had to handle it through Amazon and Amazon had to send them the police report in order for Affirm to clear the payments. Amazon has the police report information. The order number was 114-2234657-3614613.

  

  Business Response

  Date: 08/14/2023

  Thank you for the opportunity to respond to your BBB complaint. Affirm has reviewed Ms. ************ complaint, which states that she had made a purchase that was never received from Amazon, but no action was taken on the loan and now it has been charged off. 

  
  Affirm's records indicate that loan CTHY-0TYG was processed on December 9, 2022, for a purchase with the merchant, Amazon, in the amount of $431.92. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $77.85 due on the 9th of each month. The loan reflects no payments were made and the loan charged off due to being 120 overdue, on May 10, 2023. The loan charged off to Affirms third party collections agency, ******* Technologies. ******* can be reached at ************ for any questions or to schedule payments.

  
  Affirm had opened a request for a merchant dispute to be reviewed on ******* 25, 2023. On February 5, 2023, we reached out to her via secure message and requested that she please provide us with certain information to see if we could open a dispute on our end to assist with the resolution. We did not receive evidence or a reply from **************. On August 2, 2023, we received an FCRA dispute and after investigation the loan was found to be reporting accurately. 
  Affirm has requested that ************** please send further details to us in regard to her issue. ************** should receive a secure message from us, dated August 9, 2023, requesting evidence. Please note that this is a courtesy dispute that will be reviewed if we are provided substantial evidence. 

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

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

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20397387
  
  I am rejecting this response because:
  I have a police report as proof of never receiving the item. Which is why I never moved forward with the payments to Affirm. And Affirm was well aware of the situation.  

  Police report #********

  ******, ** police department 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on Groupon in June, 2023, which Affirm declined payment so I paid with a Meijers credit card. 2 days later Affirm approved the transaction and took ****** from my bank without my authorization. I had already paid Groupon. The bank refunded the money because the transaction was unauthorized. There was no product sent from Groupon per the Affirm actions. I see no reason to have my Affirm card in the negative. It is now Aug., and the case is still open. The case # ******** . I have uploaded proof of payment from Meijers, proof my bank refunded my money and a letter from Groupon stating they did not sent 2 purchases. Help please, this is ridiculous taking this long to resolve a problem that Affirm created.Thanks

  

  Business Response

  Date: 08/15/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms.********* ********** which states her concerns with an Affirm Card transaction. 
  
  The Affirm Card is a debit card that gives you the flexibility to apply for a payment plan in the Affirm app or pay for a purchase all at once when you choose to link a bank account.
  
  On June 15, 2023, Affirm received phone contact from ******************** where she explained that she had paid for her purchase with Groupon utilizing an alternate payment method as the transaction was unsuccessful using the Affirm card. ******************** went on to explain that she later received an email confirmation indicating that the purchase attempt with the Affirm Card had been successful. The Affirm agent that spoke with ******************** advised that they would be escalating a case to the relevant team for review. 
  
  On June 29, 2023, Affirm proceeded with opening a dispute for the transaction. Affirm sent ******************** automated communication to confirm that the dispute had been opened. On July 17, 2023, Affirm sent a message to ******************** to request any additional details to aid in the investigation process. Affirm sent an additional message on July 31, 2023, to request additional details. ******************** followed up that day and explained that the amount billed was $136.97 and should have been $0.00.
  
  On August 6, 2023, Affirm sent a follow up message to ******************** to confirm that the information provided has been submitted to Affirms payment processor for investigation. This communication notes that ******************** will be provided with updates on her dispute as they become available. Upon the receipt of this complaint Affirm has confirmed that the dispute is still in progress. 
  
  Affirm acknowledges that the dispute process is lengthy and thanks ******************** for her continued patience throughout it. Again, ******************** will be provided with updates on the status of the dispute as they become available.
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20397043
  
  I am rejecting this response because: 

  I received a decision from Affirm in which I totally disagree. I cannot understand how an unauthorized purchase by Affirm can turn around and hold me responsible. Please continue your investigation with Affirm until they fix there error. Please and Thank you in advance.

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

  

  Business Response

  Date: 08/18/2023

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal complaint. Affirm has reviewed ************************ complaint which states her concerns with an Affirm Card transaction.
  
  As previously stated, on August 6, 2023, Affirm sent a follow up message to ******************** to confirm that the information provided has been submitted to Affirms payment processor for investigation. This communication notes that ******************** will be provided with updates on her dispute as they become available. Affirm has confirmed that the dispute is still in progress.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that she has any questions in the interim, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:07/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with the customer service with **********************. I had a purchasing power of over $4,000. I used affirm twice to attempt to purchase something with Delta. One of those transactions was on Monday, July 10 around $1100 and again on July 27 in the amount of $1291.41. The transactions showed approved by Affirm and processed but Delta said those transactions never went through and were glitches. I have been fighting with customer service for many day to try and get this corrected. After 3 weeks and submitting multiple screenshots of proof of conversations with *****, the first one finally got resolved. The $1291 still shows outstanding even though I submitted proof that no transaction ever went through.I am extremely disappointed because these two non-transacations sucked up all of my purchasing power and now have no purchasing power, despite never using any of that $4000 that was available. **************** told me on the phone they would fix that, but nothing seems to ever be resolved.I believe affirm is using highly deceptive sales practices and has unethical customer service policies. If ********************** does not correct this issue right away, I will have no choice but to pursue with a lawsuit against Affirm.It is highly disappointing that this issue has yet to be corrected. I opened up two cases which were supposed to be quickly addressed, but has not been. Those case numbers are ******** and ********.

  

  Business Response

  Date: 08/14/2023

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint which states he has a loan that still reflects it is being processed by the merchant, but the loan was never processed officially with the merchant. 
  
  Affirm's records indicate that loan QGY2-0J1Y was confirmed on July 27, 2023, for a purchase with the merchant, ***** Airlines, in the amount of $1,400.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $244.34. The loan currently reflects it is in Approved - Merchant Processing. This status means that the loan has been approved but the merchant has not processed the order to date. While a loan is in this status, ************** is not responsible to make payments until the loan has been processed which at that time the first payment is due 1 month form the processing date.
  
  A second loan with ***** Airlines, FZ79-75Y1, was confirmed on July 10, 2023, for a purchase in the amount of $1,145.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $199.83. 
  
  ************** called Affirm on July 26, 2023, to advise us that ***** Airlines was not able to process the order due to a glitch on their end. He called as well on July 27, 2023, and in speaking with the Affirm supervisor the supervisor asked for him to please send in any evidence he may have, and the request was escalated for further review. ************** sent in evidence the same day and Affirm contacted him that the loan, FZ79-75Y1 had been voided and he was no longer responsible for the loan. 
  
  He requested and update on loan QGY2-0J1Y on August 2, 2023 stating that it had been a week since it should have been canceled. On August 14, 2023, Affirm sent ************** a communication via our secure message portal. 
  
  In reviewing the loan further, the authorization amount of $1,291.41 on his Affirm Virtual card ending in ***** is reflecting as active. While there are active authorizations present on Mr. ****** loan, were not able to move forward with adjusting the loan. 
  
  We kindly ask that he contact ***** Airlines to reverse this authorization. Any pending and unused funds will be automatically adjusted from the loan on October 25, 2023. 
  
  Please note that the prequalified amount is not guaranteed, and in some cases, he may not be able to buy with Affirm, even when the app shows he has an estimated approval amount. Usually, this is because of suspected fraud on the account, recent missed payments, or other borrowing behavior.
  
  Mr. ****** prequalification estimate is valid for 7 days and can be refreshed post expiration by clicking Check if you prequalify. Full or partially unused prequalified amounts will not roll over to the next period.
  
  Please also note that Affirm considers each loan separately and in some cases, he may not be approved for a loan even if he were provided an estimate. 
  
  Lastly, a prequalification is an estimate of the amount ************** may be qualified for. He will still need to complete the checkout and application process to receive his final loan terms. 
  
  In the event that he has any further questions, we encourage him to reach out to Affirm directly via email.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20395637
  
  I am rejecting this response because:

  I have now provided proof FOUR times showing that Delta did not charge me the pre-authorized amount and that they have nothing on their system to reverse. This is the EXACT same thing that happened on the first loan with ********************** this happened between Delta and affirm and the response from the business does not address my concerns. Additionally, my issue is that my prequalified amount was there before any of this mess and I should not be penalized because of a s**** up on Affirm and Delta end. 
  

  I dont know how many times I need to send the same proof that Delta has not authorized anything. If Affirm figured this out in the first loan, why they cant correct it on the second loan is beyond me.

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

  

  Business Response

  Date: 08/18/2023

  Thank you for the opportunity to respond to ****************** BBB complaint rebuttal. Affirm has reviewed Mr. ****** rebuttal, which states his concerns with his request to cancel his Affirm loan. 
  
  Affirm received contact from Mr. *********** on August 14, 2023, where he provided documentation  indicating that the purchase associated with Affirm Virtual Card loan QGY2-0J1Y had been unsuccessful and would not be processed by the merchant. 
  
  On August 18, 2023, Affirm sent ************** a follow up message to confirm that loan QGY2-0J1Y has now been voided. Affirm would like to confirm that ************** is not responsible for repayment of the loan.
  
  Affirm would like to apologize to ************* for the delays encountered in this process and thanks him for his continued patience throughout it. 
  
  In the event that Mr. *********** has any further questions, we encourage them to reach out to Affirm via ***********************************************************