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:02/15/2024

  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 called Affirm customer service to get help answering questions about a refund that was made by the seller I bought through because it had been over 2 weeks and i still hadnt seen the refund go back into my bank account. The representative that I talked to was rude enough to make me cry. After he could tell I was upset and crying he straight up laughed in my face. He was unable to answer my questions and was just flat out rude. Anytime I would ask a question he would scoff and treat me like I was stupid and like I didnt understand math when that was not even the question I was asking. All I wanted to know was when the refund would show up in my bank account. He was uneducated and rude. I ended up hanging up and calling back to speak to another representative. Never will I ever be using Shop Pay through Affirm ever again.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which involves her concern that she was mistreated by a member of the Affirm ************* Team. 
  
  ********************** records indicate that ************ obtained a loan for the merchant ***** (ID ********** which was processed on January 21, 2024 in the amount of $67.25. ************ agreed to make 4 biweekly installment payments of $16.81 and a loan APR of 0.0%. On January 30, 2024, the merchant issued a payment of $56.62 towards the loan. ************ then paid the remaining balance of the loan in the amount of $10.63 on January 30, 2024. 
  
  Upon reviewing the call referenced in **************** complaint, she expressed concern that she was not refunded to her bank account directly for the merchant's refund processed on January 30, 2024, as she was under the impression that she made her purchase using her bank account. The responding Affirm agent advised ************ that the purchase was paid in full by ShopPay/Affirm, and the customer agreed to pay ********************** over time. The agent asked that ************ provide documentation to support her claim that she paid for the order in full with her personal instrument by emailing ***************************************. Affirm has not received this documentation to date. Once this information is provided by ************, Affirm is happy to review her concern further. 
  
  For **************** convenience, her Truth in Lending disclosure and loan verification document have been attached to this response.  At this time, ************ has paid off the balance of her loan and it has been settled. 
  
  In the event ************ has any further questions or concerns, we encourage her to reach out to ****************************************************************;
  

• 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.

  Case ID Number:25422326 ***** from Affirm here - I hope your day is going well! I want to thank you for your patience as I understand how frustrating it can be waiting for your refund. I apologize for our delay in regards to your inquiry. I want to take a moment to follow up with you regarding your **************** - In-store Loan AG01-J0RA.Upon reviewing your account, I see that you are due a refund for $2263.00. The payment processor was unable to apply the refund back towards the original payment instrument. Therefore, our accounting department must issue the refund by check.We are mailing the check to the following address:**************************************************************** They have confirmed that they owe me the money they keep on saying that they've sent the check I have yet to receive the check, the merchant refunded the money back on Dec 27th, 2023, $10,063.00 the refund partial. vis debit the remaing balance they said they couldn't refund it electronically back. Spoke to a supervisor they couldn't tell me why they had no answer. They said we have to mail you a check. They've had my money over 60 days. It's against the law to do that first I was told 10 days after I received partial of my refund after the 10 day I called them and they told me it takes 30 days I waited it's past 30 days I've asked them where's my money I told him that I would take further action and I receive an email stating that the check was mailed on February 9, 2024 affir is headquarters is in ************* today is the 15th I have never seen a check take over six days from ********** to ********** to get here. They are giving me the runaround.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan.
  
  Affirm's records indicate that on July 3, 2023, ****************** obtained loan AG01-J0RA for a purchase with the merchant, **************** in the amount of $10,063.00. He agreed to loan terms of 0% Annual Percentage Rate (APR) and 24 monthly payments of $325.00.
  
  Between the dates of August 3 and December 3, 2023, ****************** completed five monthly payments. On December 27, 2023, Affirm sent him an email advising that the merchant provided a full refund towards the loan. Affirm refunded the five monthly payments he previously made back to his original payment method. Regrettably, due to technical issues with Affirm's payment processor, the down payment could not be refunded.
  
  On January 10, 2024, ****************** contacted Affirm inquiring about being refunded the down payment he made. The next day, Affirm sent him an email advising him that a refund check would be sent to his address on file and to allow 30 days for it to arrive.
  
  On February 8, 2024, ****************** sent Affirm an email requesting for an update on his refund check. Affirm replied to him, apologizing and stating that the refund was still being processed. On February 11, 2024, Affirm sent ****************** an email advising that the refund check was sent and to allow 10 business days for it to arrive. 
  
  We apologize for any frustration this situation may have caused for ******************. If he still has not received his refund check, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:02/15/2024

  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 have the physical Affirm card and have made many many purchases with no issue. The app shows me what my purchasing power on the card is and even though I know it is an estimate, I know that it has to be somewhere in the ball park. I recently purchased airline tickets that totaled $895 thinking this would be no problem as it said that I have a purchasing power of $1760 to pay over time. I made the purchase with the airline, it went though, my reservation was finalized. I went onto the app and it said that I had 24 hours to split the purchase, which I am familiar with because I have done many time. When I requested the payment plan, it said that it declined because the amount was higher than what I approved for. I called customer service and spoke to a representative and a supervisor. Both told me that my purchasing power is only an estimate and that the amount I spent was more than what I actually have to spend and now the entire amount will be deducted from my linked account in 1-3 days. This is crazy! If this was only an estimate, it was a gross miscalculation as I only spent 50% of what it said I had to spend. Had I known this ahead of time, I would have used a different form of payment that allowed to pay over time. **************** was zero help and just kept apologizing. This is false advertisement. It does state this is an estimate, but who knew it would be so far off. The customer service rep stated that I should have planned the purchase, then I would have known ahead of time but why would there be a physical card that states a spending amount if I need to plan the purchase in order to know that I am actually able to spend. This can cause some serious financial difficulty in many people. In my case, no I am going to have the entire amount deducted from my account when I did not plan for this. I plan on paying off all my outstanding loans and closing my account with ********************** so I do not have any of these issues in the future.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she was declined for a pay-over-time purchase using her Affirm Card. 
  
  Affirm records indicate that on February 15, 2024, **************** made a purchase using her Affirm Card with the merchant Sun Country in the amount of $894.15. **************** attempted to split this transaction into a pay-over-time transaction, but was declined for the financing application. Upon reviewing Ms. ******* account, her ability to split purchases from her Affirm Card into pay-over-time transactions is currently inactive as she needs to complete an identity verification step before proceeding. Affirm would like to apologize for any inconvenience that this may have caused, as **************** was unable to proceed with splitting her purchase as desired. 
  
  Please note, the available to split and/or purchasing power amount shown in the Affirm app is an estimate of what customers may be able to finance with Affirm. If a customer makes a purchase using their ********************** Card and then attempts to convert the purchase into a pay-over-time transaction, they are subject to the application process. In order to guarantee that an Affirm Card purchase can be split into a pay-over time transaction, customers may apply for the purchase through the Affirm app prior to completing the transaction to determine their eligibility. 
  
  At this time, **************** may complete the steps outlined in the message sent on February 29, 2024 by an Affirm agent to complete the identity verification steps in the Affirm app. Once this process is completed, she may proceed with the application to determine her eligibility for financing. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• 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.

  **** was paid off 12-28-2023.I have contacted Affirm numerous times by phone concerning a refund of $478.51.Every time I call I get a run around about when my refund will be sent or wait a couple days and it should arrive.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which involves his concern that he has not received the refund he is expecting for an overpaid loan.
  
  Affirm records indicate that **************** Katzkin loan (ID ********** that was processed on November 14, 2023 in the amount of $2,186.66. ************ agreed to make 24 monthly installment payments of $112.58 and the loan APR is *****%. ************ made a check payment of $2,701.98 towards the loan on December 13, 2023. As this check payment overpaid the loan, ************ was due a refund of $478.51 for the overpaid amount.
  
  This refund was issued via check on January 8, 2024. However, it appears that the check was sent to an outdated address, resulting in the delay that ************ encountered. At this time, Affirm is working to re-issue **************** refund to the mailing address that was confirmed on his recent phone call with an Affirm agent on February 15, 2024. Affirm will reach out to ************ in 3-5 business days via email or the Secure Messaging Portal to provide an estimated time of arrival for the re-issued check.
  
  Affirm would like to apologize for any inconvenience that the delay in receiving his refund may have caused. In the event ************ has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:02/15/2024

  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 purchased an electric bike and this company did the financing. I changed my phone number and due to affirms practices I am unable to access my account. I contacted them 11 days ago to change my phone number. I was required to send a copy of my drivers license and a selfie to a link they provided (which I did). They said it would be updated in 4 days. After 11 days and numerous phone calls the account is still not updated and today was told again that it will be another 4 days to be updated

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his displeasure with the duration of time it took for his phone number to be updated on his Affirm account.
  
  **********************'s records that on February 7, 2024, ************ initially reached out to Affirm via a webform to update the phone number on his account. He was provided instructions on completing the request.
  
  On February 9, 2024, ************ contacted Affirm requesting for an update. Affirm advised him that his request was still being reviewed. On February 15, 2024, ************ contacted Affirm again and Affirm sent him an email with a secure link with instructions with updating his phone number.
  
  On February 20, 2024, Affirm sent him an email confirming the phone number on his account was successfully updated.
  
  As **************** phone number functions as his login credentials, extra security is put in place, such as ID submission, in order to prevent ID theft. Please know that the reason we require additional verification from him is because we take security and privacy very seriously. For this reason, we have measures in place to ensure his personal information is safe and secure. 
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:02/15/2024

  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 8/21/23 I purchased plane tickets for me and my spouse on mytrip.com (merchant) using Affirm. In October 2023, I found out I was pregnant and deemed a high risk pregnancy. My doctor advised I cancel my trip. I contacted the merchant as soon as I found out I wouldn't be able to go and my trip was cancelled on 1/18/24. It has been 4 weeks now and Affirm has still not processed a return from the merchant. They say they are waiting on a return to be processed by the merchant but I've already spoken with the merchant and they said it should have been processed immediately. I am asking for Affirm to reach out to the merchant on my behalf to get this settled. I have spoken to the merchant and they have told me to contact Affirm. When I contact Affirm, I'm told to contact mytrip.com. I cannot afford the monthly payments for a trip I'm not going on. As mentioned, I am pregnant and this situation is causing me undue stress mentally and financially.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ************************* BBB complaint. Affirm has reviewed her complaint that states he concern with owing on a loan that she did not take the trip for and would like a refund. 
  
  Affirm's records indicate that loan PFDP-AZNH was confirmed on August 22, 2023 with the merchant mytrip.com in the amount of $1,674.37. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $116.66. This loan did receive a partial refund for $264.69 on February 16, 2024.
  
  She first contacted Affirm on February 1, 2024 via phone and explained that she had not been able to take the trip and that she was wanting a refund. The Affirm agent she spoke with explained that after reviewing the loan was outside of Affirms 60-day window to be able to dispute the loan. After the call the agent followed up with further details including Affirms dispute policy. 
  
  She followed up with Affirm on February 21, 2024, through the Affirm chat service and advised that she was not sure she would be able to keep making payments on something she did not use. The Affirm agent once again explained that the loan was outside of the 60-day dispute window and that we could escalate her request but there was no guarantee we could assist further. 
  
  Please note that the loan was confirmed on August 21, 2023. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until February 1, 2024. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are unable to open an official dispute at this time. 
  
  We kindly request that she continue to work with the merchant for any further refunds she is expecting. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment. 
  If she has proof to provide that she is due refunds to this loan she is more than welcome to send it to *************************************** and reference case number 25922934. 
  
  We apologize for any frustration this situation may have caused for her. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/14/2024

  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.

  two orders were placed in my name through the affirm.com account. I called 14 times in the month of December, and 11 times in the month of January reporting and getting updates of the fraudulent activity. On December 28th I was told that an "unauthorized activity investigation" had been opened and I would not be responsible for the unauthorized transactions.''Since then Affirm has texted me, called me, emailed me, and refered my account to collections. Each time I have had any of the above contacts I have immediately called to verify that this matter was being investigated and that I was not held liable.Today I was contacted by Affirm's collections department trying to collect the debt which the Affirm system had identify as delinquent. I was threatened with credit reporting action, and again, I verified that the accounts were from fraudulent transactions.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed his complaint which states his concern with unauthorized activity on his Affirm account. 
  
  ********************** has located two loans in question both with the merchant *************. 
  
  Affirm's records indicate that loan RUJA-T3NF was processed on December 29, 2023 in the amount of $317.98. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 monthly payments of $105.99 due on the 29th of each month. As of March 1, 2024, This loan currently reflects an overdue amount of $105.99. Please note that the payment for February 29, 2024, reflects it was not paid as well. Once the loan timeline updates the overdue balance will change. 
  
  Affirm's records indicate that loan FWYI-FW5H was processed on December 29, 2023 in the amount of $3,990.34. This loan has terms of 0.00% Annual Percentage Rate (APR) and 6 monthly payments of $665.06 due on the 29th of each month. This loan also reflects it is overdue as of March 1, 2024, for $665.06. Please note that the payment for February 29, 2024, shows it was not paid as well. Once the loan timeline updates the overdue balance will change. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  **************** reached out to Affirm on December 26, 2023 to explain that ************* was being unresponsive about his order not being processed. Affirm contacted the merchant that same day to request further information. Affirm advised **************** that we had reached out and would provide any updates once received. Later on December 28, 2023, he reached out and claimed that he did not authorize these loans. On January 12, 2024, he claimed fraud on both loans and wanted an update. 
  
  On January 22, 224, he followed up and asked for an update and Affirm Account Safety team replied to him advising that after investigation we confirmed the loans to remain his responsibility. **************** was not satisfied and on January 23, 2024, he advised that he needed this to be resolved. 
  
  He followed up multiple times from January 26th to February 7th, 2024. On February 14, 2024 he received a call for collections from Affirm due to the loans being overdue and he stated he would file a BBB complaint due to the loans being unauthorized. Affirm followed up with him on February 24, 2024 to request further information for possible merchant dispute. 
  
  On March 1, 2024, Affirm requested that our Account Safety Team review once more for any possible fraudulent activity. After review they determined they need further information to substantiate Mr. ******* claim. They have requested that he please complete Affirms webform and have sent a link within their email to him from March 1, 2024. 
  
  Once this is received we will review and be in direct contact with him once we have come to an adjudication. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  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.

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21295228
  
  I am rejecting this response because:

  I immediately contacted Affirn when these loans came to my attention, and informed them of the fraudulent activity on December 11th. I was informed that rest assured, you are not held responsible. I was informed that an investigation has been opened.

  In December, I called no less than 11 times to ensure that the loan would not be processed by affirm. I also contacted the merchant to attempt cancellation of the fraudulent order. The merchant, one stop bedrooms, informed me on 11 December that the shipment had already been shipped, and cannot be cancelled. I informed one stop bedrooms the order was fraudulent, but because the order came from a third party, that the third party would have to be the one to dispute the validity of the order.

  In late December, Affirm processed the loan which I had reported (11x) as fraudulent. I immediately called affirm to ensure they actually opened the fraud investigation, and to enquire as to why they would process a loan that was already flagged as fraudulent. 

  in January, I called every three days to inquire about the status of the fraud investigation. Each time I was informed that the fraud investigation was ongoing, and that I was not held liable.

  now all of a sudden, I am told by affirm that I am still responsible for payment of the loan and that I am responsible to provide an affidavit of the fraudulent activity.

  It is not my job to prove that the loan with one stop bedrooms is fraudulent, ESPECIALLY after I have spent over 30 hours and 20 engagements with Affirms customer service informing them of the specifics of the fraudulent activity. 

   

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

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which involves his concerns that unauthorized activity took place on his Affirm account. 
  
  ******************** claim has been investigated by Affirm's Account Safety Team. The Account Safety team has advised that **************** will remain responsible for the ************* loans that were obtained in his name. However, the team advised **************** that he could complete an affidavit through Affirm's website to provide additional insight into his claim for further review. 
  
  **************** is encouraged to completed the requested affidavit by visiting Affirm's *********** at ******************************************************************************************************************;
  
   In the event that **************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 1/20/2024, I was double charged for this. I contacted the company I purchased the item from and they confirmed they cancelled and that Affirm will issue a refund. When I didnt receive anything I reached out to Affirm and was told that a refund was issued 1/31/2024 and to allow 3-5 business days to receive. I asked for an email confirmation and one was never sent. Called Affirm back on 2/7 and the story then changed to it taking 10 business days and they assured me the refund was on it's way. Asked for email confirmation and again it was never received. Contacted Affirm today 2/14/2024 and was told to contact my financial institution because the refund was processed. Affirm is still unable to provide any form of documentation to show the refund. The refund has not been received and my financial institution confirmed there was nothing rejected and without something in writing from Affirm saying it was sent there is nothing that can be done. Affirm has been unhelpful, I've been rushed off the phone, hung up on and simply disregarded for my request to provide something in writing confirming the refund. They have also completely voided the loan from the Affirm app so there is no paper trail that it ever existed to anyone. This is for loan (C1UK-AQZK) which was canceled on 01/31/2024. I am owed the $213 dollars that was charged to me as a down payment from Affirm

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed her complaint which states her concern with not receiving her down payment back after a loan was voided. 
  Affirm's records indicate that loan C1UK-AQZK was confirmed on January 20, 202 with the merchant Gametime in the amount of $852.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 biweekly payments of $213.00. There was a down payment of $213.00 processed on January 20, 2024. 
  ****************** reached out to Affirm on January 31, 2024, by phone requesting that the loan be canceled. In speaking with her the Affirm agent was able to confirm that the loan could be voided. The loan was voided that day and the refund for the down payment shows it was processed for the $213.00 the same day. 
  ****************** contacted affirm via phone on February 2nd and by Affirms chat service on February 5, 2024. She requested an update on her refunds and advised both Affirm agents that she did not receive the refund for the down payment. They explained that the refunds can take 3-5 business days to reflect within her account. 
  A follow up was sent to her on February 14, 2024, providing the details of the refund. 
  Because Affirm shows that the refund was processed on our end we would like to ask ****************** if she can send proof that she did not receive her down payment refund. This can include screenshots of her bank statement of where the funds would go to, ending in *8190. We would ask that she be sure the date range shows from January 31, 2024 to February 6th or 7th, 2024. 
  She can send this information to *************************************** and reference case number 26228792.
  We apologize for any frustration this situation may have caused for her. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you regarding a discrepancy I am having with Affirm ** which began on 12/28/23 (Loan ID **********. The issue at hand is that they are trying to charge me for a purchase that I did not order in the amount of $3,645.38. I am not aware of this account! Although I have one account with Custom Offsets, there appears to be another account from Custom Offsets that I have no idea about. I have followed all instructions given from Affirm to dispute this matter, made contact with ************** in which they instructed me to make contact directly to Custom Offsets to locate this account. They also instructed me to use this Order ID ******* to find the loan in question to no avail. Custom Offsets said they have no information pertaining to this specific loan and I do not owe anything at this time. I am going back and forth with the same people at Affirm and no resolve is coming from this. I am asking that this account be deleted from Affirm's end with compensation, to now have to clean up my credit.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ********************s BBB complaint which states his concerns with a loan that he did not purchase.
  
  While reviewing his claim a case was escalated to the Account Safety Team. The team is currently reviewing the issue and will follow up with him directly. 
  
  In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via ****************************************************

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21292967
  
  I am rejecting this response because: I won't be satisfied until I've been contacted as stated in their response. I do understand these messages were received over the weekend and will be anxiously awaiting the decision. I do need to hear something ASAP. That will determine if I accept or decline the response. As of right now I am still receiving emails and text messages stating that I am overdue with this account and it is highly frustrating, to keep seeing these notifications on a daily basis.
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which concerns the issue with his Custom Offsets loan (ID **********. 
  
  At this time, Affirm is investigating ******************** claim further as an official dispute was opened for his loan on March 3, 2024. 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. **************** has until March 18, 2024 to provide any further information for Affirm to review. After this date, **************** can expect to receive an update regarding the resolution of his dispute claim. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out directly via email.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21292967
  
  I am rejecting this response because:  I won't be satisfied until I've been contacted as stated in their response. I do understand these messages were received over the weekend and will be anxiously awaiting the decision. I do need to hear something ASAP. That will determine if I accept or decline the response. As of right now I am still receiving emails and text messages stating that I am overdue with this account and it is highly frustrating, to keep seeing these notifications on a daily basis. This is now my second time submitting this same exact response to you guys! What is going on?
  
  Sincerely,
  
  ******************************
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:02/14/2024

  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.

  Can't get them to adjust the payment I didn't get the merchandise from Wayfair they refunded the money but Affirm is not fixing the bill I don't know.

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity to respond to ****************** BBB complaint which states his concerns with a partial refund for  loan TZT0-KGIQ.
  
  Affirms records indicate that loan TZT0-KGIQ was processed on February 1, 2024 for a purchase with Wayfair in the amount of $1,129.00. The agreed upon terms were *****% APR to be paid over 12 monthly installments of $111.43. 
  
  Upon reviewing the account, ********************** found that the loan received two  partial refunds of $26.66 and $1,095.98 on February 19, 2024. 
  
  **************** submitted a payment of $24.44 which settled the loan on February 22, 2024. 
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 02/28/2024

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