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:02/18/2024

  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 had tried in the past to file a complaint against Affirm and I never heard back I am again trying with the hope I will hear back regarding what I chose to believe is fradualent practices . Let me explain. I checked with Amazon and other borrowers and was told "they do not process orders until the item ships not when the order is placed for the simple reason if I want to cancel the order or change my mind. Affirm is charging me and my down payment before the item ships even when it is cancelled. They are charging usury interest terms like what comes close to loan sharks; and I am forced to use their services at time if I want to buy something and cant pay up front for it. They do offer repayment terms I can live with. Then when I go to file a dispute they open and close cases they dont help me at all to interfere between me and the seller to help me or else why would they say to file a dispute if they dotn want to do anything to help me. I think the BBB should look into thes e practices as it doesnt sound kosher to me by any terms at all Plus they applied my refund which I have proof of to a cancelled loan when it should have gone to an active loan no matter what the seller provided to them

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concerns that Affirm is charging her for purchases that were canceled, and with Affirm's practices in general.
  
  Affirm records indicate that ************** has previously reached out regarding several of her Amazon loans. Please note, loans associated with Amazon loans are not completely processed until the merchant has shipped the products in your order. To that end, the first payment due date is not determined until the order has shipped and the loan is processed. However, if a loan requires a down payment, the down payment must be made at the time of check-out in order to proceed with the loan. As customers may not always qualify for the full amount of their desired purchase, they may be asked to make a down payment with a debit card once the loan is confirmed. This payment will be made prior to an order processing on the merchants end. The down payment terms are outlined in the loan details provided prior to a loan plan being confirmed. To that end, for any loan applications that included a down payment, ************** agreed to make the associated down payment prior to her orders being processed with Amazon. 
  
  ****************** Amazon loan SD5B-OGGZ was processed on February 15, 2024 in the amount of $1,082.22. ************** agreed to make 36 monthly installment payments of $31.50 and the loan APR is *****%. A down payment of $15.98 was required, which ************** successfully submitted on February 13, 2024. Prior to the loan processing, the merchant issued a refund of $1,066.24 towards the loan. As a result, the remaining balance of the loan was settled with ****************** previously made down payment. The loan no longer requires any further payment. This loan is associated with Amazon Order ID 112-6720066-9817001. In the event that ************** is expecting a further refund from Amazon, she is encouraged to email Affirm at *************************************** with documentation stating that a refund is due for the order ID referenced above.
  
  On February 14, 2024, ************** contacted Affirm to report that she was expecting a refund to be applied towards her Amazon loan. The responding Affirm agent asked ************** to please provide evidence of her expected refund via email for further review. On the same day, ************** provided an email stating that Amazon OrderI D 112-1551481-5915428 was canceled by the merchant. Upon review, this Order ID is associated with Amazon loan ID *********. Loan ID was confirmed on February 14, 2024 in the amount of $1,172.86. ************** agreed to make 24 monthly installment payments of $48.85 and a down payment of $293.22. The loan APR included in this agreement was *****%. This loan was voided on the same day as the associated order was canceled. ************** is no longer was never responsible for any payments associated with this loan since it never fully processed. Additionally, the down payment she made in the amount of $293.22 was returned to her original payment instrument.
  
  ************** has a third Amazon loan, ID *********, that was processed on February 16, 2024 in the amount of $444.61. ************** agreed to make 18 monthly installment payments of $22.11 and a down payment of $111.16. The loan APR is *****%. ************** submitted the down payment on February 14, 2024, but this payment has since been charged back by ****************** financial institution. On March 1, 2024, the merchant issued a partial refund of $12.19. No payments have been made towards ****************** loan to date. In the event that ************** is expecting any further refunds to be applied to this loan, she is encouraged to email any documentation to support this as indicated above.
  
  Once any documentation is received, Affirm is able to investigate ****************** claims further to ensure that she is receiving the refunds as confirmed by the merchant. Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to Affirm via email.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21311477
  
  I am rejecting this response because: this is misinformation I have had amazon on the call with a 3 way call and they have told Affirm that they would not charge me unless the item ships and this is not the case even amazon said that they received no money from Affirm and they were harrasing me about my loan sending me these stupid emails opening and closing cases. No one ever called me back from Affirm. They are charging me usury interest and loan sharking without being professional so called loan sharks.  Because I have excellent credit and there is no reason to charge me *************************************** for an exhorbitant down payment for a loan.  I have asked them not to keep my card on file to remove my cards on file and not asking me to prove my identity every time I ask for a loan.  I dont not accept and wish to escalate this matter further to have my case reviewed.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to **************** BBB complaint rebuttal. Affirm has reviewed **************** rebuttal which states her concerns with interest rates associated with Affirm loans.
  
  As stated in Affirm's Terms of Service, Section 2 Interest Rates, which ************** agreed to upon account creation and each time she applied for an Affirm loan: Rates range from 0% to 36% fixed Annual Percentage Rate ("APR"), depending on your creditworthiness and/or the type of product offered (0% APR *** only be offered at select merchants). Loans are simple interest loans, which means that interest, if any, accrues daily on the unpaid principal balance, up to the amount of the finance charge, until you pay the loan in full.
  
  Section 2: Finanace Charge states: Loans *** be subject to a finance charge based on the applicable interest rate. The Lender will always disclose the specific finance charge before you agree to any loan.
  
  Section 2: Extended Ship Date: If when buying with Affirm, one or more items in your order has an extended ship date, your loan payment(s), including interest, *** be due before the merchant ships the item(s). Please note that you *** not receive a rebate of any interest that *** have already accrued on an amount that later gets refunded
  
  ************** can review Affirms Terms of Service by navigating to the following link: **************************************
  
  As noted in Affirms response to **************** initial BBB complaint, as customers *** not always qualify for the full amount of their desired purchase, they *** be asked to make a down payment with a debit card once the loan is confirmed. This payment will be made prior to an order processing on the merchants end. The down payment terms are outlined in the loan details provided prior to a loan plan being confirmed. To that end, for any loan applications that included a down payment, ************** agreed to make the associated down payment prior to her orders being processed with Amazon.
  
  Affirm would like to confirm that Amazon loan 64V8-Y0KD was issued a full refund in the amount $1,066.24 on March 1, 2024. This loan did require a down payment amount of $266.56 that was submitted on January 28, 2024. This payment then had a charge back filed against it, with the funds being returned to **************** financial institution. As such, there are no refunds due and ************** is no longer responsible for repayment of the loan.
  
  On March 7, 2024, ************** contacted Affirm and reported that loan Q5NS-Q2YO, with ********* is also due a refund. Affirm followed up with ************** on March 11, 2024, and provided an overview of the dispute process along with requesting documentation for review. At this time, Affirm encourages ************** to submit any relevant documentation she *** have pertaining to loan Q5NS-Q2YO for Affirms review to ensure a proper resolution is reached.
  
  On March 9, 2024, ************** provided Affirm with an email from Amazon which notes an estimated refund date of March 31, 2024, for Amazon Order ID: *******************. The Amazon order ID number is associated with Affirm loan UOP8-BZR1. This is the only active loan ************** currently has with Amazon.
  
  Affirm followed up with ************** on March 9, 2024, to confirm the receipt of her documentation. Please note, when a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  If ************** wishes to edit or remove her payment instrument she can do so at any time by following the instructions outlined in the following link: ********************************************************************************
  
  Regarding **************** concerns with needing to verify her identity when applying for Affirm loans, Affirm has certain procedures in place to verify identity. Please know that this is done in an effort to prevent unauthorized users from creating accounts and protecting consumer information.
  
  Affirm hopes that this information is helpful. In the event ************* has any further questions or concerns, we encourage her to reach out to Affirm via email.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21311477
  
  I am rejecting this response because: no one has reached out to me regarding anything all they do is open and close cases and ask me to verify my identity 20X I prefer to have my account closed and have Affirm work on processing my last two loans with ********* which was cancelled and returned and I received damaged merchandise as well as the Amazon loan which I have provided proof of the return and the refund date on or before my next payment is due   I never get to speak to anyone in the US maybe there is a language barrier or mis communication with alot of their reps who seem half asleep when you call them  Plus the fact I did a three way call with Amazon and Affirm a few weeks back on a Sunday with an Amazon supervisor and a Phillipino women I dont know her name but I know her accent being I am retired social worker and have nothing against anyone and Amazon basically told Affirm that they never received any money from Affirm and that they were trying to basically shake me down for a loan that was cancelled by me and Amazon  I am sure you have records of these calls to check back.  35 percent interest is bordering on usury with someone like myself with good credit who prefers to have a loan versus paying it out all at once.  Buyt I can see this is no bargain.  Plus they do nothing to help anyone.  *************************; 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2024

  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.

  Feb 18 2024 Jan 2 2024 i was online looking to buy a 12 x 14 shed i came upon DMSOFTS.CO.UK and saw a 12 x 14 shed for $895.00 but i had to put it together so i put the item in my cart, So i proceeded with payment i saw the ways you can pay ( Master ***** **** ***** Pay-**** ***************** Digital Payment so i Clicked on Pay-Pay. It ask me for my Name, Address, Phone Number, Last four of my Social Security Number, Date of Birth, I thought that it was odd because Pay-Pal had all this information already so i continued then a few minutes later a received a email ( thinking it was my receipt from DMSOFTS it was not), it was a email from AFFIRM.COM saying my loan was accepted and payment was sent to ******* DESIGNS.COM I was so confused i paid with Pay-PAL So i called Affirm ************** and told them i did not apply for a loan. They said i applied for a loan to buy for a 12 x 14 shed then they were arguing with me when i told them i did not buy a shed from ******* DESIGNS I TOLD THEM I BOUGHT THE SHED FROM DMSOFTS AND PAYED BY PAY-PAL. They said to cancel the loan i would have to call the merchant to cancel order so i tried to call DMSOFTS ************** but it was busy for the next three weeks os i called Affirm back and told them i can not get in touch with DMSOFTS to cancel i order. So i told them to cancel the loan and they kept arguing with me about the loan i ask them for the contract of the said loan they told me they can not give me that information or any information about the loan. I called ******* DESIGNS they sell Bath And Beyond not Sheds.I called FTC Report # ********* I called BBB of ************ (no help what so ever)I called CFPB Case # ******-12969721 (no help what so ever)I called State Attorney general's Office (no help what so ever)I called my ********* of Representative of coarse no help They all gave me a around or some ******** that they can not get involved i had one person tell me to pay the loan ( i never received a 12 x 14 shed)

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which involves his concern that he has not received the product associated with his Affirm loan. 
  
  Affirm records indicate that ************************ ******* Designs loan (ID ********** was processed on January 2, 2024 in the amount of $895.00. ******************** agreed to make 3 monthly installment payments of $298.33 and a loan APR of 0.0%. No payments have been made to date. 
  
  ******************** first contacted Affirm on January 2, 2024, by phone and explained that he had placed his order with ************************ but Affirm was the only option available for payment. ******************** called in again on January 23, 2024, and explained to the Affirm agent that the loan was showing a different merchant than where he attempted to make the purchase with. The Affirm agent apologized for the inconvenience and advised that Affirm would ask for information to show the order versus what was showing on the loan. Affirm followed up with ******************** the same day and asked for further details to see if a dispute could be initiated to investigate ************************ claim further. 
  
  No documentation was submitted by ********************. On March 5, 2024, a merchant dispute was initiated to investigate ************************ claim further. When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation.
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  The evidence due date for Mr. ********* dispute is on March 20 2024. ******************** has until this date to continue to provide any relevant evidence to support his claim via email or through the secure messaging portal. Once the 15 calendar day window closes to provide evidence, the Affirm ************* Team will conduct their review of the provided evidence and reach out to ******************** directly via email to provide the details of the dispute outcome. 
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21311129
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/06/2024

  I have nothing no receipt from the DMSOFTS, that i order the shed. Have Affirm call ******* DESIGNS like i did, the company DMSOFTS is not a real internet site.. I wish people like yourself and everyone i spoke to about this situation just do there jobs. I DID NOT AGREE TO A LOAN WITH AFFIRM, I CALLED THEM SEVERAL TIME AND THERE ANSWER IS THEY CAN NOT HELP ME,, I'M NOT PAYING AFFIRM A ***** I NEVER RECIEVED A SHED FROM ******* DESIGNS OR DMSOFTS I WISH AFFIRM STOP HARASSING ME ABOUT THIS 

   

  I ASK PLEASE DO YOUR JOB AND INVESTIGATE THE COMPANY (DMSOFTS.CO.UK) I HAVE NO IDEA WHY AFFIRM SENT PAYMENT TO ******* DESIGNS FOR THE SHED

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to Mr. ********* BBB rebuttal, which involves his concern that he did not receive the product associated with his Affirm loan. 
  
  As stated previously, Affirm has initiated a dispute to investigate Mr. ********* claim. ******************** has until March 20, 2024 to provide any further evidence to support his claim. After this date, Affirm will evaluate the evidence provided and adjudicate the ongoing dispute. ******************** can expect to receive notice of the dispute adjudication via email as well as through Affirms Secure Messaging Portal. 
  
  While the dispute is ongoing, ******************** is not responsible for making payments towards his loan. If ******************** would like to update his notification preferences, he may do so by logging into his Affirm account online or through the Affirm app and navigating to settings and notification preferences. 
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21311129
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/18/2024

  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.

  Package never arrived from ******** ******* claims I need to dispute with affirm but affirm will not accept or look into the dispute regardless of how irrefutable the evidence is. I even have a full admission of guilt from *******'s support team saying the package was delivered to the wrong address and not signed by me. Currently trying a sixth time to dispute, lacking responses from a "elevated" team I was supposed to receive an email from days ago.

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states his concern regarding the refund for his loan.
  
  Affirm records indicate that his Walmart.com loan 5HUN-AAWC processed on February 1, 2024 in the amount of $1,097.50 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $76.46 on the 1st of each month.
  
  On February 22, 2024, the merchant issued a full refund toward his loan, which was then processed on February 23, 2024. Affirm followed up with him on the same day and informed him that the loan had been refunded and he is no longer responsible for repayment. 
  
  Please note, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end. 
  
  Affirm would like to sincerely apologize for any inconvenience or frustration this process may have caused. In the event that he has any further questions or concerns, Affirm encourages him to reach out directly via email.

  Customer Answer

  Date: 03/08/2024

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

• Initial Complaint

  Date:02/18/2024

  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.

  Date of transaction: 6/20/2023 Amount Outstanding: $0.00 Issue: On Aug 1 2024 Ive made a payment to satisfy my bill due for the next month, On sept 10 I signed up for loan extension as it was an option available to me as I forsee hours cut before closing the years off, Signed up for the service but made a payment on 9/22. I then was hit with a credit report delinquency due to the payment made on 9/22 asked for clarity and was told that because of a software issue, when I made the payment I broke the loan extension agreement which no where did they warn or disclosed that IF I MADE PAYMENT TO PAY DOWN MY LOAN, PAYMENT EXTENSION WOULD EXPIRE AND MONTHLY IS DUE. Resulting in negative reporting to my credit report.Business committed to provide you: Spoke to manager of call center, aligned with the situation that due to me making an additional payment the platform encountered which resulted in removing me off payment plan as agreed upon a few days earlier. Manager of call center did agree that there was no indication that I was warned if I made this payment I would be removed of payment plan. For 2 month straight the app did not tell me there is a payment due or mail communication that I am missing a payment. Manager would look into this but nothing has been resolved but a generic Reporting is accurateNature of dispute: I am writing to remove the delinquency off my credit report as this is not accurate to my reporting, I am wrongfully held responsible for doing the right thing of setting a payment plan up knowing I may have hardship down the road, attempt to pay down balance as soon as possible but ended up getting punished due to system error on platform that should of disclosed to me that IF I MAKE ANY PAYMENT UNDER PAYMENT PLAN, IT WILL REMOVE ME FROM PROGRAM AND MONTHLY PAYMENT WOULD NEED TO BE MADE. This is beyond my control if there is software error on the companys side.Account Number: *********, ref:!***********.!****************, Case ID Number:25458547

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which concerns the credit reporting associated with his Affirm loan. 
  
  Affirm records indicate that ************** ***************** loan (ID ********** was processed on June 20, 2023 in the amount of $371.61. ********** agreed to make three monthly installment payments of $127.19 and the loan had an APR of *****%. ********** made one payment of $127.19 on August 1, 2023. On September 9, 2023, ********** applied for a loan modification which broke up the remaining loan balance into four smaller monthly payments of $63.59 that were due on the following dates: September 20, 2023; October 20, 2023; November 20, 2023 and December 20, 2023. 
  
  ********** made one payment of $63.59 on September 22, 2023; a payment of $127.18 on December 7, 2023 and a final payment of $63.60 on December 19, 2023. The payment due on October 20, 2023 was more than 30 days overdue as the payment was not satisfied until December 7 2023. Payment notifications were sent to ************** email address and phone via SMS to remind him of the overdue payments. Additionally, a notification including his updated payment schedule was sent via email on September 9, 2023. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will respectfully decline ************** request to remove reporting for loan OD4I-Q9T4. 
  
  In the event that ********** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.
  
  

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21310354
  
  I am rejecting this response because: When I called and spoke to supervisor to seek for a explanation of why this is reported and never received any letter or notification via email and app of missed payment, explanation was that Because of sept payment being paid Ive broke the payment modification and don't know why from the backend making a payment would do this and would look to see why this happened. 
  

  I am requesting someone to look into the call Ive made regarding this matter a few weeks ago through your call center supervisor whom found the systematic issue that were triggered.
  

  No documents showed that by putting my payment on modification that IF I MAKE A ADDITIONAL PAYMENT, I will break the payment plan. 
  

  Once again I am respectfully requesting my late payment removed from my credit report.

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

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ************** BBB complaint rebuttal. Affirm has reviewed ************** rebuttal, which states his concerns with the credit reporting of Affirm loan OD4I-Q9T4.
  
  As noted in Affirm's response to ************** initial BBB complaint, ************** ***************** loan (ID ********** was processed on June 20, 2023 in the amount of $371.61. ********** agreed to make three monthly installment payments of $127.19 and the loan had an APR of *****%. ********** made one payment of $127.19 on August 1, 2023.
  
  On September 9, 2023, ********** applied for a loan modification which broke up the remaining loan balance into four smaller monthly payments of $63.59 that were due on the following dates: September 20, 2023; October 20, 2023; November 20, 2023 and December 20, 2023.
  
  On September 22, 2023, ********** submitted a payment in the amount of $63.59. Please note, this payment did not change the modified payment due dates. Affirm apologizes for any confusion caused by ************** January 11, 2024 conversation with an Affirm Supervisor who thought the payment submitted on September 22, 203, may have removed the loan modification.
  
  As noted above the payments were due on September 20, 2023 (this payment was satisfied with the September 22, 2023 payment), October 20, 2023, and December 20, 2023.
  
  After the September 22, 2023, payment was received, the next payment was not received until December 7, 2023, making the payment more due on October 20, 2023 more than 30 days overdue. Affirm sent Mr. **** a number of SMS and email notifications to alert him to the overdue status of the loan and potential credit reporting implications.
  
  As noted in Affirm's initial response, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will respectfully decline ************** request to remove reporting for loan OD4I-Q9T4.
  
  In the event that ********** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21310354
  
  I am rejecting this response because: This is inconsistent with 2 individuals overview of the account. They both came into agreement that something errored out customer service and supervisor. I have various loans that also overlapped this one and was able to make payments on time except this one as zero communication was sent until Ive notice this on my credit report. 
  

  System issues is NOT IN MY CONTROL, you control the system, the only thing I am in control of is making my payments when it is due. If two individuals one from lower tier and one at supervisor level reviewed and seen the same issue from two perspectives. I am aware of regulatory requirements of reporting accurate data however when the data is reported in error it has implications on an individuals life.
  

  Once again I respectfully ask this to be removed and updated to reflect loan closed and paid as it was paid immediately.

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

• Initial Complaint

  Date:02/18/2024

  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.

  There was a duplicate transaction associated with a loan- purchase that was also canceled. The details are as follows:Loans: Expedia- ***************** Expedia- C7OJ-9ZZM I have attached a screenshot depicting the disputes, highlighting the loan number, transaction details, and confirmation that I am not responsible for. Despite providing evidence of the loan cancellation, the erroneous transaction remained, and the loan has not been removed from my account.I have disputed their error transactions many time for them to only refund me for the cancellation of the transaction by the merchant. Please find attached the screenshot as supporting documents for your reference.My credit score is hurt by their mistake. And they cant find a solution of their mistake.

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm reviewed ************************** complaint, which involves her concern that she has not received the appropriate refunds for her canceled order. 
  
  Affirm records indicate that Ms. ********* has two loans with Expedia that were made using her Affirm Card: VRMH-X7AN and C7OJ-9ZZM. ************** & Vacation Packages loan ID ********* was processed on November 6, 2023 in the amount of $1,220.00. ********************** agreed to make 12 monthly installment payments of $122.55 and the loan APR is *****%. Ms. ********* made two payments towards the loan: $700.00 on November 13, 2023 and $360.47 on December 28, 2023. Both of these payments were later charged back by Ms. *********'s financial institution. At this time, the dispute involving Ms. *********'s $700.00 payment is still pending. The dispute involving the $360.47 was found in favor of Ms. *********, so this payment was returned to her. 
  
  On November 20, 2023, a refund of $870.01 was applied towards Ms. *********'s loan. As ************************** previous payments were disputed, she remains responsible for the remaining balance of the loan, which is $349.99 plus any accrued interest. 
  
  ************** & Vacation Packages loan (ID ********** was processed on November 6, 2023 in the amount of $1,100.00. ********************** agreed to make 12 monthly installment payments of $110.50 and the loan APR is *****%. On November 6, 2023, an adjustment of $153.55 was issued towards the loan. To date, ********************** has made two payments of $110.50 towards the loan to date. 
  
  ********************** provided evidence in the current complaint that shows that the dispute involving a charge associated with her loan was found in her favor. Affirm can confirm that as a result of this dispute, $694.78 was refunded to Ms. *********'s original payment instrument on November 13, 2023. At this time, ********************** will remain responsible for the remaining balance of her loan. 
  
  In the event Ms. *********  has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 03/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  
  
  
  I am writing in response to the recent communication regarding complaint #******** filed agains Affirm].
  
  Upon reviewing the complaint and the provided evidence, I would like to respectfully reject the response provided byAffirm

  While I understand that mistakes can happen, it is imperative to acknowledge the facts of the situation accurately.
  
  Firstly, it is important to note that I only applied for one loan with Affirm. The second loan was a result of an error on their part, which was promptly acknowledged and canceled by Affirm. This error was confirmed through correspondence and evidence provided by Affirm themselves, clearly indicating that I was not responsible for the duplicate loan.
  
  Furthermore, the evidence provided also demonstrates that I only made one purchase with Expedia, which aligns with the single loan application I submitted to Affirm. Despite Affirm's initial cancellation of the loan, there was an error on their end that resulted in the loan being added again. Affirm has acknowledged this mistake and confirmed that I am not liable for the duplicated loan.
  
  I request that Affirm re-evaluate the situation and reconsider their position in light of the evidence presented. It is crucial that this matter be resolved accurately and promptly to avoid any further inconvenience or misunderstanding.
  
  Thank you for your attention to this matter. I trust that the Better Business Bureau will assist in ensuring a fair resolution for all parties involved.
  
  Sincerely,
  
  Shqiponja

   

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to ************************** BBB rebuttal complaint. Affirm reviewed ************************** complaint, which involves her concern that she has not received the appropriate refunds for her canceled order.
  Affirm has reviewed once again and found the following. 

  
  Affirm records indicate that Ms. ********* has two loans with Expedia that were made using her Affirm Card: VRMH-X7AN and C7OJ-9ZZM. ************** & Vacation Packages loan ID ********* was processed on November 6, 2023 in the amount of $1,220.00. ********************** agreed to make 12 monthly installment payments of $122.55 and the loan APR is *****%. Ms. ********* made two payments towards the loan: $700.00 on November 13, 2023 and $360.47 on December 28, 2023. Both of these payments were later charged back by Ms. *********'s financial institution. At this time, the dispute involving Ms. *********'s $700.00 payment is still pending. The dispute involving the $360.47 was found in favor of Ms. *********, so this payment was returned to her.

  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the **** investigates the chargeback. Based on our records, these funds have not yet been returned to Affirm from Ms. *********s **** for the $700.00 is still pending. Once her **** finishes its investigation, the funds may be returned to Affirm or back to Ms.  *********s payment method depending on their adjudication.

  
  On November 20, 2023, a refund of $870.01 was applied towards Ms. *********'s loan (VRMH-X7AN). As ************************** previous payments were disputed, she remains responsible for the remaining balance of the loan, which is $349.99 plus any accrued interest.

  
  ************** & Vacation Packages loan (ID ********** was processed on November 6, 2023 in the amount of $1,100.00. ********************** agreed to make 12 monthly installment payments of $110.50 and the loan APR is *****%. On November 6, 2023, an adjustment of $153.55 was issued towards the loan. To date, ********************** has made two payments of $110.50 towards the loan to date. Please note that the payment attempted on February 9, 2024 for $110.50 has failed and was not processed. The next payment is due on April 6, 2024 for $110.50 and this loan was approved for a loan deferral for the month of March 2024. 

  
  ********************** provided evidence in the current complaint that shows that the dispute involving a charge associated with her loan was found in her favor. Affirm can confirm that as a result of this dispute, $694.78 was refunded to Ms. *********'s original payment instrument on November 13, 2023. At this time, ********************** will remain responsible for the remaining balance of her loan.

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

  
  

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21310276
  
  I am rejecting this response because: the outcome was the same, they still are charging me for a transaction that was cancelled in two seconds, and it was never received by the merchant.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/17/2024

  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.

  Refund not credit

  

  Business Response

  Date: 03/01/2024

  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 by a merchant.
  
  Affirm's records indicate that on February 12, 2024, Affirm Virtual Card loan N2DZ-E6TD processed for a purchase with the merchant, ****'s Sporting Goods for $533.00. ********************** agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $177.67.
  
  On February 14, 2024, ********************** contacted Affirm requesting for the loan to be refunded. Affirm sent her an email requesting for more information supporting her request of a refund. On February 18, 2024, she provided evidence indicating she contacted the merchant directly and requested a refund.
  
  On February 19, 2024, Affirm placed the loan into an official dispute. On February 21, 2024, an email was sent to her advising that her request was being reviewed and the resolution could take up to 90 days. Affirm will contact her directly when more information becomes available.
  
  We apologize for any frustration this situation may have caused for **********************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/17/2024

  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.

  10.17.2023 goods were bought in " Backyard Stash" through the payment system by installments. 12.22.2023 I returned it. The store sent a refund of $ 926, but they returned 01.16,2024 - $ ****** and 01.17.2024- $ ******. The remainder of $ ****** was refused.

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan from a merchant.
  
  Affirm's records indicate that on October 17, 2023, loan 2JJV-LLS7 processed for a purchase with the merchant, BackyardStash for $1,530.50. She agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $229.58 and three monthly payments of $459.91. Before the loan processed, the merchant provided a partial refund of $30.00.
  
  On the dates of November 19 and December 16, 2023, she completed her first two monthly payments. On January 16, 2024, the merchant provided another partial refund in the amount of $926.00 towards the loan balance. Affirm refunded her $229.58 and $279.51 later that day which was the amount of the loan that was overpaid.
  
  On January 26, 2024, ********************** contacted Affirm inquiring about additional refunds towards her loan. Affirm advised her of the partial refunds and instructed for her to contact the merchant directly with regards to any additional refunds.
  
  Please be advised that refunds are subject to a merchant's policies and timelines. Affirm is only able to apply any refunds towards a loan once confirmed by a merchant. We ask that she contacts the merchant directly if she was expecting any additional refunds towards loan 2JJV-LLS7.
  
  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 ****************************************************.

  Customer Answer

  Date: 03/05/2024

  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:02/17/2024

  Type:Billing 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 applied for an Affirm account a couple of months ago and was advised that I already had an account with the organization . Upon calling the business, I was advised there was already an account on file and the information they had (email, phone number) did not match what I gave them. They would not tell me or verify the information they had . They gave me a case number and after multiple calls, I never got an answer . I contested the Affirm account with Experian and response was "Affirm certified the accuracy of the accounts . I recently applied for a loan for business and was advised of 5 Affirm accounts with negative marks . I contacted Affirm again about the 4 additional "accounts", which they did not say anything about prior, and given a case number and no other information. The case # is ******** and spoke with **** (Jona@Affirm) was the contact email I was given.

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity in responding to Mr. ****** BBB complaint. Affirm has reviewed his complaint which states his request to remove loans he did not authorize to be removed from this credit report.
  
  Affirm's records indicate that between the dates of December 6 and 14, 2021, there were a total of five loans processed for purchases with the merchant, Amazon in Mr. ****** name.
  
  On February 12, 2024, Mr. ************** with Affirm in which he claimed the loans were not authorized by him. He was advised that his claim would be escalated to the appropriate team.
  
  On February 20, 2024, Affirm's Account Safety Team sent Mr. **** an email advising him that upon review of his claim, he was found to be not responsible for the loans in question. Affirm advised that restrictions were placed on the account to precent further unauthorized activity. Affirm has taken the necessary steps to remove the loans from his credit report.
  
  We sincerely apologize for any frustration this situation may have caused for Mr. ***** In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 03/04/2024

  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:02/17/2024

  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 their collection agency. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity in responding to Ms. ************ BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indicate that on October 11, 2022, ************ obtained loan 1LRD-M0JK for a purchase with the merchant, Amazon for $367.94 with loan terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $25.34. Between the dates of November 11, 2022 and February 11, 2023 ************ completed four payments. The loan charged off on July 10, 2023 due to having a past due balance for more than 120 days.
  
  Additionally, on October 18, 2022, ************ obtained loan AWOT-27BA for a purchase with the merchant, Amazon for $342.28 with loan terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $23.57. Between the dates of November 18, 2022 and January 18, 2023 ************ completed three payments. The loan charged off on June 19, 2023 due to having a past due balance for more than 120 days.
  
  Both loans were sent to Affirm's partnered, third-party debt collector, ***********. They can be reached by calling **************.
  
  On February 10 and 17, 0224, 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.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as **************** Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************. Affirm respectfully declines her request to delete loans 1LRD-M0JK and AWOT-27BA  from her credit report.
  
  Affirm's records indicate that ************ has not contacted Affirm directly prior to this BBB complaint regarding unauthorized activity concerns. If ************ believes the loans are unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, please see the following link: ************************************************************************************************************.
  
  In the event that ************ has any additional questions, we ask for her to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:02/16/2024

  Type:Billing 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.

  In November of 2023, I took out a loan using Affirm for ****** to be paid over the span of twelve months. This loan I was for *********** and I have no problem here. However, I saw another loan for Halloween decorations which I did not authorize on my account so I called customer service. My account was locked down, meaning that all I could do is make payments on the *********** loan until a member of Affirms resolution team got back to me. This was over three months ago and I have not received contact from the resolution team. Currently I cannot make purchases with Affirm, but more alarming, I also cannot see how much I currently owe Affirm..

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Mr. ********* BBB complaint which states his concerns with account access and contact from Affirm. 
  
  Upon reviewing his claim, the Account Safety team found that the loan in question, loan IH1X-YNV4 with ************ was verified as authorized by ******************** on February 20, 2024. 
   
  On February 28, 2024, the case was re-escalated to the Account Safety team and they confirmed that the account was  verified and ******************** should have full access to his account.
  
  When an unauthorized activity case is escalated, the Account Safety team will restrict the account due to security purposes. 
  
  Affirm thanks him for his patience with this matter. In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via ****************************************************

  Customer Answer

  Date: 03/02/2024

  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,
  
  *******************************