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:02/16/2024

  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.

  On 2/15 I inquired about a job posting with Affirm. After hiring me, I was told they would supply the computer and software. They would provide funds via check to pay for the software. They sent me a check for $2450.00 to pay for the software. I was able to pay $200 towards the software via Zelle before my bank alerted me to the fraud.Affirm has now reversed the entire amount of the check out of my account and taken the $200 that was paid via Zelle for a total of *******. $200 over the check they sent me.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concerns with a refund.
  
  Affirm reviewed her claim and found that it appears she was a victim of a fraudulent scheme unrelated to Affirm itself. Affirm does not have any record of interacting with or hiring her in their system.
  
  Please note, Affirm will not send checks for items to be purchased or require any potential hire to take such actions. 
  
  From her statement of the problem it appears the transaction occurred with her financial institution. At this time, Affirm kindly suggest reaching out to her financial institution for further assistance with the desired refund amount. 
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via *****************************************************************;

• Initial Complaint

  Date:02/16/2024

  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.

  They sent me a ***ck I can not cash I do not have a bank account I took the ***ck to chase bank which the *** k was drawn on. I was told the ***ck is a deposit only ***ck. I do not have a bank account also I shouldnt have to open one to cash a ***ck on money they owe me.

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed her complaint which states she claims that she cannot cash the refund by check that Affirm has sent her.  
  
  Affirm's records indicate that loan USWL-939B was processed on June 5, 2022 in the amount of $743.65. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 monthly payments of $247.88 due on the 5th of each month. 
  
  She first contacted Affirm on December 21, 2023, by phone to inquire about a refund that she had received by the merchant and was skiing when it would reflect on her loan. The Affirm agent explained that the refund would reflect onto her loan timeline within 3-5 business days. 
  
  She followed up on December 28, 2023, and January 1, 2024, asking when it would reflect. Due to the holiday at the time, the refund would reflect within the 3-5 business days, and she was notified of this. 
  
  Due to the age of the loan and when the refund was issued Affirm had to issue a refund by check. A check for $743.65 was issued on January 12, 2024 to the address on file. **************** called on February 2, 2024, to ask about when she would receive the check.  Affirm advised that it had been sent and to allow up to 30 days for it to be received. 
  
  On February 5, 2024, she contacted affirm again and explained that she was trying to cash her check and was not able to do so. Affirm reviewed and the check had no restrictions on it. The original check was stopped, and new check was reissued on February 5, 2024 and **************** was informed that she could expect it within 7-10 business days. 
  
  Affirm is sorry to hear that she may be having issues with cashing the check. After revie there are no restrictions on the new check, and she is encouraged to try and deposit or cash that check. She may attempt to go to a location that offers check cashing, and they may charge a fee. 
  
  Due to the check arriving and have no restrictions on it, Affirm must advise that she continue to work on getting it deposited or speak with her bank if she has one. 
  
  We apologize for any frustration this situation may have caused for ****************. In the event that they have any additional questions, we ask for them to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/16/2024

  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.

  Back in the summer of 2023, I tried Affirm virtual card to make a purchase at Rothys.com. However, when the purchase went through, I did not have enough funds in my card, which serves as funds to the Affirm card. This means, the purchase at Rothys.com never went through. However, Affirm kept charging me as if I had made the purchase (which I had not, I do not have any order receipts, nor I have any merchandise from Rothys with me). I contacted Affirm about it, which was hard because their customer support is highly automated and does not contain an option for failed purchases. I then proceeded to open a case (# ********) with Affirm. I sent email communication with ****** to prove I had never purchased form them, so I was not interested in returning the purchase (which is what Affirm insisted, via automated prompts, I selected it). After about 5 weeks or so (in which period I had to keep paying for a purchase I never made, because Affirm threatened my credit history), affirm denied my claim because I did not have order receipts nor an order return document. How could I provide them with this info if the purchase never went through to begin with? Affirm continues to harass and threaten me, so I can continue to pay for a purchase I never made, just because their customer support system is so automated and so outsourced that they cannot recognize that the reason why I did not provide order invoice nor return info is because the order never happened in the first place so I do not have this documentation to provide. Can you please help? I do not know what else to do, I want the money I was force to pay back, since I had to pay Affirm for a purchase that never went through and I sent documentation that this purchase did not go through. Thank you

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to  respond to Ms. ******* BBB complaint which states his concerns with a delayed refund for his order with ******, loan CDS1-SZ0C.
  
  Affirms records indicate that loan CDS1-SZ0C was processed on August 14, 2023 in the amount of $650.00 with a *****% APR to be paid over 6 monthly installments of $119.98. 
  
  On October 16, 2023, **************** reached out stating that her order had been cancelled but she did not have an invoice. On November 18, 2023, the ************* team followed up with her and requested specific pieces of evidence.  Ms. ************ responded on November 21, 2023 and provided a chat transcript that she had with the merchant. 
  
  On December 4, 2023, a case was escalated to the payment processor however, there was not enough evidence submitted to substantiate her claim and on December 13, 2023, she was instructed to continue working with the merchant for further assistance. 
  
  In February of 2024, **************** reached out contesting the outcome and the ************* Team reviewed the issue an additional time on her behalf. 
  
  The team completed their review on February 28, 2024 and found a refund was due. On the same day, a full refund was processed towards the loan. Any payments submitted were refunded to the original cards used for payment.  The interest payment of $69.90 was then processed on March 01, 2024 
  
  At this time, the loan has been fully refunded an **************** is not responsible for the loan or repayment. 
  
  Affirm would like to thank **************** for her patience with this matter. In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.
  
  

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a queen size mattress in a box through Affirm the store advertising the item is Wal-Mart. I purchased it in November 2023 and immediately removed and set the mattress up. Instructions stated the mattress had to inflate. I allowed the mattress to inflate for 3 days before lying on the mattress. The bed has clumps and didn't inflate in some areas. Because of this issue I began the process of returning the mattress. I sent an email and received a reply asking for pictures and the order number I complied. I paid ****** dollars for the mattress which I pay ***** dollars a month until it is paid off. The mattress is not paid off and I continue to make the monthly payment of ***** dollars. I continue to reach out to Affirm to no avail. I need the BBB to assist me in resolving this issue so I can move on and purchase another mattress elsewhere. The account number is ****************. I also have an open case with Affirm the case number is ********. I have sent pictures to Affirm on 2 occasions and I continue to be in this cycle of let's not resolve this issue. I'm hopeful that the BBB will help to resolve this issue. I look forward to closure. Thank you.

  

  Business Response

  Date: 02/29/2024

  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 November 2, 2023, ************** obtained loan K6F1-QC5K for a purchase with the merchant, ******* in the amount of $203.59. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $19.85. To date, she has completed three payments.
  
  On December 18, 2023, ************** reached out requesting for the loan to be refunded. The next day, Affirm sent her an email requesting for more information.
  
  On December 31, 2023, ************** contacted Affirm again requesting for a refund. Affirm sent her another email requesting for more information. She forwarded Affirm her loan terms and images of her item that she was trying to return to the merchant. On February 5, 2024, she contacted Affirm requesting for a refund. Another email was sent advising her to contact the merchant directly with regards to any refunds she may be owed.
  
  Affirm is currently reviewing her request and she will receive a follow up email with the outcome of this review. Affirm cannot guarantee that a dispute will be opened nor can we guarantee that a refund is due, however, if she submits any relevant evidence it may aid our investigation. Examples of such evidence include the order invoice; shipping/tracking information; copies of any communication with the merchant (even if they did not respond); and confirmation from the merchant that she is due a refund. 
  
  Should ************** choose to provide Affirm with any of the above documentation, she can send it directly to *************************************** with a reference to her case ID ********.
  
  As a result of this investigation, ************** is currently responsible for the repayment of this loan. In the event that she has any further questions or concerns, we encourage for her to reach out to Affirm directly via email. 

• Initial Complaint

  Date:02/16/2024

  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.

  $1,789.14 Remaining $0.00 Paid: Jul 1, 2023 **** 7982 -$1,789.14 Processed: Jul 3, 2023 $2,796.60 Adjustment: Jul 14, 2023 -$820.62 Paid: Jul 20, 2023 Bank Account 9550 -$72.06 Paid: Aug 31, 2023 Bank Account 9550 -$72.06 Paid: Sep 28, 2023 Bank Account 9550 -$***** Adjustment: Feb 1 -$1,975.98 Refunded: Feb 1 Bank Account 9550 -$72.06 Refunded: Feb 1 Bank Account 9550 -$72.06 Refunded: Feb 1 Bank Account 9550 -$***** i booked a trip through travelocity and affirm for $*******, i paid a deposit from a ***** fargo card of $1789.14 and the balance, $1007.46, i financed through affirm. We cancelled the trip and got a refund of $820.62(hotel) sent back to affirm while travelocity gave a travel credit of $1975.98 which left a balance of $186.84 with affirm which i paid in 3 installments, $72.06, 72.06 & *****. i called travelocity to use the credit and was told i got the wrong info so the gave a of refund of $1975.98 which they sent to affirm on 2/1/2024, so the whole ******* was refunded. I got a refund from affirm of the 3 installment but haven't received the $1789.14, i spoke to lots of people and was told 3 to 10 days, on the 12th day, i called and was told the same thing but also that she would escalate it to accounting, still nothing. They got their money, i don't understand why it taking so long for them to refund to original form of payment. On 2/16, i called affirm before i reach out to BBB and was told to contact my banking institution, i did, there was no refund sent.So i would like my $1789.14 to be sent back to the ***** fargo account.Please and thank you

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Ms. ********* BBB complaint which states her concerns with a delayed downpayment refund for loan T64Q-FC7C.
  
  Affirms records indicate that loan T64Q-FC7C was processed on July 03, 2023 in the amount of $2,796.60 for a purchase with Travelocity. The loan required a downpayment of $1,789.14 which was paid on July 01, 2023. The loan them received a partial refund of $820.62 on July 14, 2023. The loan then received 3 payments from July 20, 2023-September 28, 2023 in the amounts of $72.06, $72.06 and $60.29.
  
  The loan then received another partial refund of $1,975.98 on February 01, 2024. ******************** received a partial refund of $204.41 on the same day. 
  
  While reviewing her loan, Affirm saw that her downpayment refund could not be refunded to her original form of payment automatically due to the age. A case was escalated to the accounting team on her behalf. 
  
  The team will reach out to her directly to confirm information and proceed with the next steps of the process.
  
  ******************** should expect and update from the team within 3-10 days. Affirm thanks her for her patience with this matter and apologized for any frustration the situation has caused.
  
  In the event that she has any further questions or concerns, Affirm encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  Date:02/16/2024

  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 being charge for 4 loans i didnt make with the company. And would like the issus to be handle.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ******************** BBB complaint which states her concerns with an unauthorized loan.
  
  On November 13, 2023, **************** reached out stating that the loan was unauthorized. On December 14, 2023, the team reviewed her claim and found, with the available information, that she was responsible for the loan and reporting. 
  
  ****************** wrote in on February 16, 2024 disputing the findings. Affirm informed ****************** that the decision was final unless she had new evidence to submit for them to review. 
  
  If ****************** is in possession of new evidence, she is advised to submit it by emailing ***************************************.
  
  In the event that she has any further questions or concerns, Affirm encourage her to reach out to Affirm via **********************************************************
  
  

• Initial Complaint

  Date:02/16/2024

  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 applied for the services, was approved, and then changed my mind and never purchased anything through affirm. Now they are harassing me for a payment. I have spoken to them several times and I have blocked every number they call or text me from but they keep calling or texting from different numbers.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity in responding to Ms. ******* BBB complaint. Affirm has reviewed her complaint which states her displeasure with receiving collections call for a loan she is claiming to be fully refunded.
  
  Affirms records indicate that on December 15, 2023, **************** obtained loan ZA6T-FZPK(Order IDs: 114-7249691-2952247 and 114-5033455-9697847) for a purchase with the merchant, Amazon in the amount of $174.88. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $17.35. On the same day the loan was processed, the merchant provided a partial refund of $160.06 towards the loan and an email was sent to her confirming this. 
  
  On January 12, 2024, **************** contacted Affirm inquiring about the remaining balance. Affirm advised her that the merchant provided a partial refund of $160.06, but that there was still a remaining balance on the loan that she was responsible for.
  
  Between the dates of February 5 and 16, 2024, Affirm made a total of four outbound calls to **************** with regards to the past due balance of the loan. On February 16, 2024, **************** requested for Affirm to stop calling her.
  
  Upon reviewing Ms. ******* complaint, collection communications have been disabled per her request. 
  
  Upon receipt of Ms. ******* BBB complaint, Affirm will review her claim of a full refund being owed to her and will reach out to her directly when more information becomes available. **************** does remain responsible for monitoring the status of loan, ZA6T-FZPK until then.
  
  Please note that by using the Affirm service, **************** agreed to Affirm's Terms of Service which states in section 2. How Affirm Will Serve You,  under  Servicing & Collection, that  "if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency "  More information on Affirms Terms of Service can be found here: **************************************.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible. 
  
  Please be aware that 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. Affirm  respectfully declines her request to remove credit reporting for loan ZA6T-FZPK. If **************** is expecting any additional refunds towards her loan, we recommend for her to contact Amazon directly and to provide them with the Order IDs that is associated with her loan.
  
  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: 03/01/2024

   
  Complaint: 21302383
  
  I am rejecting this response because: I never received or spent any money that this business supposedly lent me. There were ZERO purchases made. I owe them nothing. They are scammers. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity in responding to Ms. ******* BBB rebuttal complaint. Affirm has reviewed her complaint which states her claim that loan ZA6T-FZPK(Order IDs: 114-7249691-2952247 and 114-5033455-9697847) is owed a full refund.
  
  On March 2, 2024, as a courtesy, Affirm opened a dispute on behalf of **************** to confirm if the loan was owed a full refund by Amazon. Affirm will follow up with her directly when her dispute comes to a resolution.
  
  Please note, Affirm simply manages the financing of Ms. ******* purchase. Order fulfillment, including refunds and cancellations, is the responsibility of the merchant. Affirms dispute process ultimately relies on the nature of the merchant's policies. Affirm is only able to provide any applicable refunds once applied by the merchant.
  
  In the event that **************** has any questions in the interim, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Affirm about this matter awhile back. I told them that I did NOT order nothing from this company. I didnt know what it was until I looked it up. I was out of town when they said that this transaction occurred. According to their websitethey say I owe a certain amount. But according to my bank statement. Money was taking out of my account TWICE. So wouldnt that make the balance incorrect? I WOULD like a FULL REFUND and FIX AND DELETE IT from my credit report immediately. I had to change my bank card due to this issue. Once again I told them I NEVER ordered this nor did I receive a package because if I did. I wouldve sent it back due to me not ordering it. I have sent a picture of what they said on their website and my OFFICIAL Bank statement

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which involves her claim that the loan on her Affirm account was unauthorized. 
  
  Affirm records indicate that a loan with the merchant Million Dolla Motive (ID ********** was processed on March 21, 2022 in the amount of $150.70. The loan terms included three biweekly payments of $37.67 and a down payment of $37.68 that was submitted on March 20, 2022. The loan APR is 0.0%. No further payments were made towards the loan and it was charged off on August 4, 2022. 
  
  If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible. At this time, the loan has not been referred to another collections partner. To that end, ************ may contact Affirm directly by phone ************ between the hours of 7 am and 10 pm CST seven days a week to make payments towards her loan. 
  
  On March 21, 2022, ************ contacted Affirm via the *********** to report that the aforementioned purchase was unauthorized. These investigations may take up to 30 days to be fully resolved. Affirm would like to apologize for the delay in providing an update regarding **************** claim. On June 3, 2022, the Affirm Account Safety Team advised that ************ would remain responsible for the balance of her loan. At this time, the decision advised by the Account Safety Team is final. However, if ************ can provide any further information to support her claim, she may provide it by e-mailing *************************************** for her claim to be reviewed further. 
  
  In the meantime, we have adjusted ************** account settings to ensure that she does not receive any further notifications regarding her Affirm account. If ************ would like to update her notification settings she may contact Affirm as advised below. Please note, ************ will need to log into her Affirm account online or through the app to manage her loan details. 
  
  In the event ************ has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21301536
  
  I am rejecting this response because: the facts that Affirm has given is incorrect. There was a total of 4 payments NOT 3 as Affirm has stated. If it was 3 payments with a deposit that wouldve made it 2. But on my bank statement it shows 2 amounts was taken out. Which makes that statement incorrect. I have stated before that I didnt make that purchase. After I reported it to my bank they issued me a new card. I would like for this to be corrected and removed from my credit report and refund me my money. And Ive tried calling in the past and its a waste of time because they give you a complete run around! 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/07/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal concerning her unauthorized activity claim. 
  
  Affirm records indicate that a loan with the merchant Million Dolla Motive (ID ********** was processed on March 21, 2022 in the amount of $150.70. The loan terms included three biweekly payments of $37.67 and a down payment of $37.68 that was submitted on March 20, 2022. The loan APR is 0.0%. No further payments were made towards the loan and it was charged off on August 4, 2022.
  
  The Affirm Account Safety Team previously advised that ************ would remain responsible for the balance of her loan. At this time, the decision advised by the Account Safety Team is final. However, if ************ can provide any further information to support her claim, she may provide it by e-mailing *************************************** for her claim to be reviewed further. ************ is encouraged to provide new evidence for her claim to be reviewed further. 
  
  In the event ************ has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21301536
  
  I have provided more than enough proof. Affirm is consistently going in the same circle. I need answers to my questions. If the total was $150.70 - *****= $113.02 BUT there was TWO payments taking out of my Bank Account. Which makes that total INCORRECT. Ive provided MY BANK STATEMENT which SHOWS TWO payments was taking out for this company which I have NO knowledge of! How am I responsible for something that I TOLD yall I didnt NOT ORDER! I have other items on the account that I did purchase and Im fixing to handle those. BUT NOT THIS ONE! Because I keep stressing to tell Affirm that I didnt order from this company! Im asking Affirm to provide VALID PROOF that I purchased this. Because all I see is the same response. I want this REMOVED from my account and refund me my TWO payments that I have provided in black & white. ANSWER MY QUESTIONS. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/15/2024

  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.com. I do not have a contract with Affirm.com. They did not provide me with the original contract as I requested. I'm reporting this after the year of occurrence because I had no clue this was being reported on my credit until recently.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity in responding to ****************** 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 July 21, 2022, ************** obtained loan QR7X-UIU5 for a purchase with the merchant, Amazon in the amount of $163.37. She agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $55.91.
  
  Due to having a past due balance for more than 120 days, the loan charged off on December 20, 2022. The loan was sent to Affirm's partnered, third-party debt collector, ***********. They can be reached by calling **************.
  
  On February 16, 2024, Affirm received an FCRA dispute in which ************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed the dispute after confirming the information being reported to the credit bureaus was accurate.
  
  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 his request to delete loan QR7X-UIU5 from his credit report.
  
  Affirm also saw that ************** has not contacted Affirm directly prior to this BBB complaint regarding unauthorized activity concerns. If ************** believes the loan is 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:02/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service from a company called BizLaunch on or around October 12, 2023. The service was for the company to do marketing services and run campaigns for ads to help me generate new business. This was good since the holidays were coming. The service was $12,500. I financed it through Affirm. In November, I reached out to see when my ads would be ready and I was advised soon. Black Friday came and went, no ads. I received requests to fill out information about my ad ideas, but no ads. A week before christmas I sent the same email and was advised an ad was coming. A few days before christmas, still nothing. So I reached out to *******************, the owner. I told him I was not happy and wanted a refund because I did not receive what I paid for. He stated I was pass the refund stage. He also stated they had planned to launch my ads in January. My response "three months later, when did you tell me this, if I had been advised of this I would have never moved forward" I was taking a chance with hopes to make money over the holiday but missed both holiday opportunity. After my message to seller I started received emails which I ignored because it's too late. I contacted Affirm in December who I am paying monthly, they claimed they were processing and reviewing the communitcation with seller. Now we are in Feb and was told an email was sent that went to spam and in the trash. I have called twice over the last 3 weeks and every call states they will escalate, so now I am escalating this matter. I don't want anything but a refund of the money I paid towards this loan. This is horrible service on both ends.This account is on my personal credit when this is a business debt. At this point I do not want to pay them any more money and need this matter resolved before they report me delinquent and affect my credit.I tried to upload proof but my file was too big.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the services that she claims to have not received for the purchase associated with her Affirm loan. 
  
  Affirm records indicate that ****************** TunedinTony.Biz loan H16Y-61D9 processed on October 24, 2023 in the amount of $12,500.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $1,184.95 on the 24th of each month.
  
  On January 3, 2024, ************** reached out and stated that she had been requesting a refund from the merchant, but they had not obliged. Additionally, ************** called that she had not received the services for which she paid for using Affirm. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  ************** forwarded Affirm a copy of her correspondence via email with the merchant, in which the merchant advised that they were still working on completing ****************** order and that they had been attempting to communicate with ************** via their messaging portal. In the thread, ************** advised the merchant that she had also been reaching out in the portal with no response, and that she was requesting a refund.
  
  Affirm followed up with ************** to advise that while her loan is outside of the 60-day window for initiating an official dispute, due to the circumstances Affirm was still able to offer some assistance. ************** was then sent a list of evidence that she could send to Affirm in order to aid the investigation into ****************** claims, including: Screenshots of additional communications with the merchant (even if they did not respond); A screenshot of the invoice for the order; and any other information that *** be relevant to this matter.
  
  At this time, ************** is encouraged to please send any of the above information directly to Affirm either as a response to the initial email from January 3, 2024 or to *************************************** with a reference to case ID ********. Again, while Affirm cannot open an official dispute and cannot guarantee a refund, further investigation can be completed as a courtesy. 
  
  Until either the merchant issues a refund or Affirm is able to determine that a refund should be issued, ************** will remain responsible for repayment of this loan. In the event that ************** has any further questions or concerns, she is encouraged to reach out to Affirm directly via email.