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:02/12/2024

  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.

  This company its a pain to work with!They blocked my account fot a reason that I am not aware of and now I keep receiving messages that I didnt pay my bill, but how can I pay if they blocked my account???I already spoke with two people and the first one said that my account is locked and that Im no longer eligible to use Affirm! How can I do anything then??? This is very frustrating and its affecting my credit score!

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint which states her concern with not being able to get into her Affirm account. 
  *********************** records indicate that on October 18, 2023, **************** reached out to Affirm via phone call to advise that she had been experiencing issues completing loan applications. The responding Affirm ******** Care agent advised **************** to complete the entire application process to determine their financing eligibility. Upon review, **************** applied for three loans between October 18, 2023 and October 21, 2023. Each of these loan applications were marked as incomplete as **************** did not proceed with the verification process that she was prompted to complete during the application.
  **************** was able to successfully complete a loan application on October 31, 2023. This loan was approved, but not confirmed by ****************.
  As of February 9, 2024 she called in asking about why she cannot log into her account and her concern was escalated. As of February 28, 2024, Affirm has requested a further look into the account and will be in direct contact with her once we have further details. 
  Affirm thanks **************** for her patience with this matter. In the event that **************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  Our ******** Care Team may also be reached directly by phone at ************ between the hours of 7 am and 10 pm CST seven days a week.
  
  

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21282142
  
  I am rejecting this response because:

  The information stated is totally untrue.

  I contact customer service because I was getting constantly messages from affirm via email and via text message that I am happy to provide evidence as soon as I can access my computer.

  The concern was How can I pay if I cannot access my account?

  The then agent informed me that my account was blocked, that I cannot access my account anymore and that I was not eligible for a loan. -Excuse me???

   I do not seek for any future loan, in fact I plan on NEVER do business wit company that has no respect for its customers.

   I really dont want to do any business with affirm whatsoever! 
  

  Although I wish to receive a copy of all my loans by mail so I can liquidate all of it, then having my credit score repaired and never hear from them ever ever again.

  This hasnt been one of the worst experiences I ever had! I lived in 7 countries, 3 continents and not even in a third world country customers are this mistreated.

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

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint. Affirm has reviewed **************** complaint which states her concern with not being able to get into her Affirm account.

  
  We want to thank ************************* as we reviewed her request further to unlock her account.

  
  At this time, were unable to update her access. Based on our records, it looks like we had trouble verifying her identity based on information provided on her application. We have certain procedures in place to verify identity and unfortunately, these attempts were unsuccessful. To complete her purchase, she will need to choose another form of payment.

  
  If there are outstanding loans associated with the account, she will no longer be held accountable and her account will remain locked.

  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly through 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21282142
  
  I am rejecting this response because:

  EXCUSE ME???

  WHAT PART OF ALL THIS THEY DONT GET THAT I WISH TO DO NO BUSINESS WITH THEM WHATSOEVER!!!

  I CLEARLY REQUEST A FULL STATEMENT OF WHATEVER LOAN I CURRENTLY HAVE ONGOING WITH THIS DISGRACEFUL COMPANY, PAY OFF AND NEVER EVER HEAR FROM THEM. 

  I TRULLY HOPE THIS IS CLEAR ENOUGH NOW!!!

  SEND ME MY FINAL DETAILED STATEMENT TO BE PAID OF IMMEDIATELY!!!

  THANK YOU!

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

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint. Affirm has reviewed **************** complaint which states her continued concern with not being able to get into her Affirm account.

  
  We are sorry for any frustration that this has caused, however, were unable to update her access. Once again, it looks like we had trouble verifying her identity based on information provided on her application. We have certain procedures in place to verify identity and unfortunately, these attempts were unsuccessful.

  
  If there are outstanding loans associated with the account, she will no longer be held accountable and her account will remain locked.

  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly through ****************************************************.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21282142
  
  I am rejecting this response because:

  What is wrong with this company??

  I DO NOT SEEK FOR ACCESS, I SEEK FOR FULL STAMENT TO PAY MY BILLS, STATEMENTS CAN BE SEND BY EMAIL OR MAIL, ANYONE IN THE **** OF EARTH CAN UNDERSTAND, THIS SIMPLE REQUEST BUT THIS COMPANY DOES NOT!

  To me this shows that they are acting in bad faith, why would any agency withhold customers financial information if nothing is wrong with them?

  I will cancel any payments from my bank with this institution immediately!!!

  They don't show any transparency!

  I wonder who is the director for this company, is he/she aware of the way people are managing this company?

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

• Initial Complaint

  Date:02/12/2024

  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.

  - On 12/22/2023 Affirm debited my checking account for $911.67. - I don't have contracts or obligations to pay to affirm. This payment was incorrectly debited from my account and applied to another affirm account.- I've contacted customer service and they said that I would need to dispute it as fraud.- I contacted the bank and they said due to NACHA rules they can't dispute the transaction since it is not allowed (designated as a corporate or contract payment). They said to have Affirm refund the amount.- I need to speak with someone who handles the payment transactions that can figure out what contract this payment was applied and reverse it back to my account. The transaction ID is ****************** and there is another number ************ associated with the transaction.

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund of a payment made to Affirm that he did not authorize.
  
  Affirm's records indicate that ************ does not have any active loans with Affirm. On January 3, 2024, he contacted Affirm indicating he noticed a payment was processed to Affirm that he did not recognize. Affirm advised him that he needed to contact his bank. The next day, he provided Affirm with a screenshot of the payment made from his bank to Affirm in question. Affirm advised ************ again to contact his bank directly.
  
  Affirm is currently reviewing the transaction ID provided by ************ in his complaint and will follow up with him directly with regards to his claim.
  
  Affirm would like to apologize to ************ for any inconvenience or frustration caused by this situation. However, we also recommend reviewing any recent purchases he may have made and verifying if he may have given someone he knows permission to use his payment instrument.
  
  In the event that ************ has any further questions or concerns, we encourage for him to reach out directly via email.
  
  

• Initial Complaint

  Date:02/12/2024

  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.

  Oct 16,2023 I contacted affirm to let them know I did not have an account on this date from Amazon they told me to get an email from Amazon proving that and I did emailed it to them and they still bill me and harass me I have reached out to them several times but nothing happens and now for something that happened in October they has changed the date to November Im tired of fighting this i have been an good customer and always paid my other loans on time as well as ahead of time they do not care about customer service

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to ******************************** BBB complaint, which states his concern that there is an unauthorized charge on his acount. 
  
  Affirm records indicate that ******************************** Amazon loan (ID ********** was processed on October 16, 2023 in the amount of $129.31 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $17.61. A down payment of $32.33 was required and submitted by ******************** on October 6, 2023. To date, ******************** has not made any further payments towards this loan.
  
  On October 11, 2023, ******************** contacted Affirm via phone to report that the order associated with his loan was not processed successfully. The responding Affirm agent advised Mr. ******** to provide any evidence to support his claim via Affirms ************ ******************** provided an email stating that one of his Amazon loans were canceled on October 17, 2023. In this email, ******************** advised that the charges associated with his account were fraudulent. As a result, the responding Affirm agent advised ******************** that his claim had been escalated further for an investigation into unauthorized activity. ******************** was advised that this investigation could take up to 30 days to be completed. 
  
  On November 13, 2023, a member of Affirms Account Safety Team advised ******************** that he would remain responsible for the Affirm loan in his name. However, the agent advised that ******************** could provide a completed affidavit with more details regarding his claim for the investigation to proceed further. ******************** contacted Affirm for updates regarding his claim again on December 28, 2023 and February 11, 2024, but did not provide his completed affidavit. On February 24, 2024, the Affirm Account Safety Team advised ******************** that he would need to complete the affidavit as requested for his claim to be reviewed further. 
  
  On January 11, 2024, ******************** contacted Affirm via the *********** to initiate a dispute into the Amazon loan on his account. On January 13, 2024, an Affirm agent advised ******************** that his loan was outside of Affirms 60-day dispute window, and could not be disputed at this time. However, Affirm is willing to investigate ********************** claim further as a courtesy. On February 22, 2024, an Affirm ******** Care supervisor reached out to ******************** via Affirms Secure Messaging Portal to request additional information related to his claim. At this time, ******************** is encouraged to respond to this request for information for his claim to be reviewed further. Information that would assist Affirms investigation may include confirmation from Amazon that a specific order number was not processed, or is due to be refunded. For reference, the Amazon Order IDs associated with Mr. ********* loans are as follows: 111-9047294-1744211, 111-5787220-2197045, 111-3448806-6417804, and 111-0053134-0586605. 
  
  In the meantime, ******************** will remain responsible for the balance of his Amazon loan as the unauthorized activity investigation did not find a resolution in his favor. He may provide a completed affidavit via the *********** here: ************************************************************************************************************
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out directly to **********************************************************;

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21279980
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm issued should have issued a loan to a vendor on my behalf. They did not do so and the item was cancelled. They however are requesting I make payments on a this after they were notified that the item was never received and the order was cancelled.

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint. Affirm has reviewed her complaint, which states her issue with an order being canceled but still owing on the loan. 
  
  Affirm's records indicate that loan 14Y0-KT8L was processed on January 23, 2024 for a purchase with the merchant, OMI ************* in the amount of$4,334.10. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $315.10 due on the 23rd of each month.
  
  He first contacted Affirm though the Affirm *********** on January 28, 2024 and explained that he believed the merchant was possibly a scam. Affirm replied to him the same day and requested further evidence as well as from the merchant. Additionally, a dispute was opened that same day. 
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  
  Evidence was requested and **************** stated he had sent in everything he had. Affirm followed up again on January 28, 2024, and explained further what evidence was needed. He was able to send in further evidence. Later on February 7, 2024, he called in to explain that he had come to a resolution with the merchant, and he was wanting to close the dispute. 
  
  Affirm followed up with him the same day and explained that the dispute was closed in the merchants favor due to the fact that he had requested it be closed and had resolved with the merchant. Later on February 13, 2024, the dispute was reopened and closed again but this tie in his favor due to the merchant clams they never received funds from Affirm, causing the cancelation of the order initially. 
  
  He is no longer responsible for the loan. 
   
  In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:02/11/2024

  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.

  Affirm loan number: 3OAX-J5W2 This is my second complaint filed against Affirm for the exact same issue, and they refuse to fix it. The original price was $1491.00 for a stay in *********. I put $161 down payment at then paid $1330. Upon check in, I received a discount and the actual total was $1059.70. I am due money back from the business. I have been in dispute with this company (and representative *******) since October 2023 with Affirm saying I still owe money towards the loan. On January 15, 2024, I received an email directly from Affirm stating that I won the dispute. As of today 2/11/24, Affirm still states that I owe them money for the loan and will report the delinquent account to the credit agencies. The supporting documents are as follows. 1. picture one from the booking.com site for $1490.95. 2. picture two and three, loan information from affirm.com 3. pictures four, five and six, documents supporting the ******** actual price. (a folio directly from the ******** and transaction details directly from my bank account.)4. pictures seven and eight, proof of the email that I won the dispute.

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed his complaint which states his concern regarding a disputed transaction involving his Affirm Card.
  
  Affirms records indicate that ************************** Booking.com loan (ID ********** was processed on October 10, 2023 in the amount of $1,491.00 with 11.99%.This purchase was made using ************************** Affirm Card, then split into a pay-over-time transaction. The agreed-upon repayment terms were for 12 monthly installment payments of $132.47 beginning on November 10, 2023. An adjustment of $1,330.00 was processed towards the loan on October 6, 2023 as this amount was not captured by the merchant. No payments have been made by ********************** towards the loan to date.
  
  On October 15 2023, ********************** reached out to the Affirm ************* Team by phone to report that he was charged using an alternate payment instrument for his purchase and this amount was lower than the original loan total. ********************** also reached out to Affirm via email to share documentation related to his claim. ********************** did not receive a follow up regarding this concern until November 30, 2023. 
  
  An Affirm ************* agent advised ********************** via the Secure Messaging Portal on December 5, 2023 that his transaction had been disputed and was still under investigation. On January 15, 2024, ********************** received an automated message stating that the dispute involving his loan was found in his favor. However, the expected refund was not issued towards ************************** loan. Affirm would like to apologize for this oversight, as it appears a technical issue occurred. ************************** loan has been refunded for the remaining balance of the loan as of February 27, 2024. He is no longer responsible for any payments towards the loan. 
  
  In the event that ********************** has any further questions, Affirm encourages him to reach out directly through ****************************************************.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21278575
  
  I am rejecting this response because: you reported this loan to the credit agency as not being paid. The next step is to correct my credit report and have this negative information removed. Once that is done, I will accept and close this claim. Unbelievable that this took nearly 6 months to resolve. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to Mr. ********** BBB rebuttal complaint. Affirm has reviewed his complaint which states his concern regarding a disputed transaction reporting to the credit bureau. 

  
  Affirm has reviewed his concern as of March 5, 2024 with loan, 3OAX-J5W2. After reviewing the loan we see that it is not a furnished loan and has not been reported to the credit bureau. There is one loan that is furnished with the merchant, Peloton. This is loan ****-0L8G and is reflecting as paid on his credit report. 

  
  At this time Affirm sees no other loans that are reporting as not paid. If he is seeing something else we kindly ask him to reach out and provide the details so we can investigate further. 

  
  In the event that ********************** has any further questions, Affirm encourages him to reach out directly through ****************************************************.
  

  
  

• Initial Complaint

  Date:02/11/2024

  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.

  On 12/26/23 I had the option through affirm to upgrade my iphone on my visible account. I upgraded and financed a iPhone 15 for the amount of $1282.93 through visible. When I tried to ship in my trade an iPhone **************************************************************************************************************************************************** purchasing my iPhone 13 in 2022! Even though it was on my account. I offered to return the new iPhone 15 in the 14 day return period visible states on their website. Visible had to record of me upgrading my phone and would not take the return. I have filed a dispute with affirm to have this taken off of my account.I have provided all of the documentation, order number, tracking. Affirm only keeps giving me the same message to no resolution. I need this taken off of my account. I feel like this is fraud and incorrect information on both visible and affirm to mislead customers and trap them into making two payments for two phones.

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to ************************ BBB complaint, which states her concern that she has not been able to return the product she financed using Affirm. 
  
  Affirm records indicate that ******************** has two loans for purchases with Visible that are referenced in her current complaint. Visible loan (ID ********** was processed on December 26, 2023 in the amount of $1,282.93 with 0.0% APR. The agreed-upon repayment terms were for 36 monthly payments of $35.64. To date, ******************** has made two payments towards this loan. 
  
  The second Visible loan (ID ********** was processed on August 4, 2022 in the amount of $1,155.60 with an APR of 0.0%. The agreed-upon repayment terms were for 36 monthly payments of $32.10. To date, ******************** has made payments totaling $610.70 to date. 
  
  On January 9, 2024, ******************** contacted Affirm via the Affirm *********** to report that she upgraded her existing phone associated with loan 1EZ6-K6U6 to receive the updated phone associated with loan 5CRB-5K7I. ******************** advised that the merchant claimed to have no record of either of her orders, and she was unable to proceed with the trade-in process that she had initiated in upgrading the phone. As a result, ******************** advised that she wanted to return the new phone within the merchants 14- day window. However, ******************** was unable to proceed with the return as the merchant still was insistent that there were no previous orders for her. A merchant dispute was created for ******************** s loan on January 15, 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.
  
  Please note that Affirm simply manages the financing purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies.
  
  The dispute was resolved in favor of the merchant on February 14, 2024 as Affirm did not receive evidence to confirm that Ms. ********* product was returned and a refund is due towards her loan.
  
  As a courtesy, Affirm has again reached out to Visible to request that they provide further assistance to ******************** to complete her trade-in request. Once Affirm can provide a further update, a member of the ************* team will follow up with ******************** via the Secure Messaging Portal. 
  
   In the event ******************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21278244
  
  I am rejecting this response because:

   

  on December 22, 2023 I paid $65 through a firm to pay off half of my iPhone 13 through my Visible account. This offer was provided by a firm to pay off half my remaining amount on my iPhone 13 to be eligible to upgrade to the iPhone 15. once I received my iPhone 15 I contacted Visible via online chat because there is no number to contact them directly to activate my new iPhone 15 when I ask the customer service representative How to return my iPhone 13 so I do not get charged for this since it was a trade-in they said that they have no record of me doing a trade-in through the Visible app which was false. This offer was only provided on their website on my account under the Device tab. Visible stated that they have a 14 day return policy. They said I would need to return the iPhone 15 since this was an error done on their part I said that was fine and I asked how to return the iPhone 15 and now how to reactivate my iPhone 13 so I would have a cell phone, that is when the customer service rep told me that they now had no record of me purchasing the iPhone 13 before. This was listed on my account for the past two years and even through a firm making payments on this iPhone 13. There is no direct number for Visible. You can only reach them by online chat, which with each time you get a different representative who does not give you the correct answer they have made us impossible for me to return the iPhone 15. I did go ahead and process a dispute through a firm after speaking with a firm representative over the phone they told me that this would need to be disputed . Affirm contacted me letting me know they didnt need Any attachments that I had is proof which I did that a couple weeks later I received the same exact message from my firm that they needed proof, which again I provided as they have also provided the Better Business Bureau by documentation that I sent in. I believe this is gonna be to be considered fraud and false advertisement because now they have made it impossible for me to return a phone or to reactivate my old phone, so I do not lose service. Affirm only contacted me for those documentations, and then to agree With the merchant, after I have submitted my claim, and my documentation. I do not think this is fair as a customer to have to pay for two phones, Visible or firm, should have to honor this mess up on their end, and take this phone off as a charge
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal, which states her concern regarding the refunds for her returns. 
  
  Affirm has reached out to the merchant directly regarding your returns and exchanges to confirm whether or not either of your loans are due a refund. We are currently waiting to hear back from them and will update ******************** when we receive a response. 
  
  Until either the merchant or Affirm issues a refund, you remain responsible for repayment of these loans. 
  
  In the event that ******************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21278244
  
  I am rejecting this response because:

  I have not heard from affirm or visible regarding this issue. I would like a refund for the iPhone 15 pro *** to reflect on my affirm account. I followed the proper procedures to get in contact with visible and affirm and received no resolution or response from either business.
  

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

• Initial Complaint

  Date:02/11/2024

  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 ordered security system from company - ****. returned equipment due to it being defective. Provided photo evidence of the return and return shipping confirmation of delivery back to **** using their prepaid uninsured return shipping label. **** took over 2 weeks to respond to their receipt of the returned equipment and are now saying the equipment wasn't returned without any evidence as such. Apparently someone used a loan application and credit from company - Affirm to authorize payment to **** versus using my credit card information. This was done so by someone without my hand written authorization or consent or acceptance. Now that **** has received a payment from Affirm and I returned all the equipment to ****, Affirm is indicating I owe them $771 for this equipment, which I don't have and don't want replacement because the system hardware and software is faulty and defective and doesn't work. I'm requesting that you help me close this case with Affirm and to dispute and close this supposed loan from any and all obligations from me. I have no idea how Affirm fraudulently obtained my personal information or who authorized this loan in my name.Required action: Dispute and close the fraudulent $771 loan with Affirm with no further obligations by myself

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to ****************************** BBB complaint. Affirm has reviewed ****************************** complaint which concerns his expected refund for a returned purchase with ****. 
  
  Affirm's records indicate that loan R9DN-27LX was processed on December 14, 2023 for a purchase with the **************************, in the amount of $771.81. This loan has terms of 0.00% Annual Percentage Rate (APR) and 36 monthly payments of $21.44 due on the 14th of each month.
  
  ************************** first reached out to Affirm on January 8, 2024, by phone and explained that he had been unsatisfied with his order and wished to cancel the order for a refund. The Affirm agent advised that Affirm could assist further if ************************** had any evidence that Affirm could review further. 
  
  ****************************** concern was escalated for review the same day, and he provided evidence to support his claim. On January 9, 2024, a merchant dispute case was opened to review ****************************** claim further.
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim.
  
  ************************** sent evidence of the return being made on January 11, 2024. Additionally, on January 12, 2024, ************************** advised that he previously did not know that he was taking out a loan with Affirm to proceed with his purchase. 
  
  Affirm received several follow *** and further evidence from ************************** on January 13th, 15th, 24th, and the 26th, 2024. 
  
  Affirm followed up with ************************** on January 31, 2024, to advise that his claim was currently under review. On February 6, 2024, Affirm contacted ************************** to advise that Affirm had closed the dispute in the merchants favor due to the fact that Affirm had not received the proper evidence to show the order had been returned back to ****. Affirm sincerely apologizes that this was not looked into more closely as our Resolutions Team did have the correct information and evidence to support your return. Affirm will take steps to ensure that the responsible agents are coached to prevent such issues from occurring in the future. 
  
  On February 7, 2024, Affirm followed up with ************************** to advise that after further review Affirm was able to confirm that a refund was due to the loan due to the order being successfully returned. A full refund of $771.81 was processed to the loan on February 7, 2024. As a result of this refund, ************************** is no longer responsible for the loan in his name. 
  
  In the event that ************************** has any further questions or concerns, he is encouraged to reach out to Affirm via the *********** via **********************************************************;

• Initial Complaint

  Date:02/11/2024

  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.

  On Feb 8, 2024 I purchased a ******* cell from Affirm online for $ ******* a loan. Its now Feb 11, 2024 and nothing has been shipped. I had requested a different color other than black. I spoke with a customer service representative from ********************** charge the color to a gray and not black. The representative told me we dont have gray. She said to call ******* the maker of the phone. I said what and why cant you doing this. So I called ******* and they said I need to call Affirm back to cancel the order. I did and told them what ******* so I could get the color Gray. At this point I was mad and want cancel my loan contract with Affirm. Thank you

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity to respond to ********************' BBB complaint. Affirm has reviewed his complaint which states he wants his loan canceled due to the merchant not being able to change his order. 
  
  
  Affirm's records indicate that loan 6GLX-7S65 was confirmed on February 8, 2024 in the amount of $1,399.68. This loan has terms of 0.00% Annual Percentage Rate (APR) and 24 monthly payments of $58.32 due on the 8th of each month. 

  
  He first contacted Affirm on February 8, 2024, wanting to request cancellation of their order. The Affirm agent at the time explained that all cancellations are subject to the merchants policies, and he would need to work with the merchant further. He followed up on February 12, 2024 and requested again for help canceling the loan. The Affirm agent followed up with both he and the merchant to request proof that the order could be and was requested to be canceled.

  
  ******************** reached out through Affirms chat on February 14, 2024, looking for another  update and asking what was taking so much time. The Affirm agent explained that we had asked both ******************** and the merchant for further clarification on the request and once received we would look into the potential void. 

  
  On February 19, 2024, Affirm notified ******************** that was no longer responsible for the loan and its payments and it had been voided.  
  If he logs into his Affirm account he will see that he is no longer responsible for the loan and its payments. 

  
  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:02/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 19, I received a phone call with what I now know was a scam, as the caller wanted me to give them the verification code from Affirm. Until this point, I never heard of this company. On Jan 20th, *** emailed about a rescheduled package delivery from Electronic Express. I thought this, too, was a scam until the package was delivered. And I learned an account with ********************** paid for it. On January 22, I received voicemails from Force Turbo asking if I had ordered a turbo exhaust system for a UTV, since they have had several recent scams from ********. Unfortunately, they shipped before I could return the calls. I called Affirm, stating that I did not open this account. I asked them to freeze the account as I this was opened fraudulently. They could not tell me the recent charges despite my asking. Per the attachment, the account is still available for more fraudulent activity until I prove I did not open this account.

  

  Business Response

  Date: 02/27/2024

  
  
  Thank you for the opportunity to respond to Ms. ***************** BBB complaint. Affirm has reviewed her complaint, which states she found multiple loans in her name that she did not authorize. 
  
  
  Affirm sees three loans in question: HZLO-JAD, XVB3-4YL, and ENBD-MCJS.
  
  
  She contacted Affirm on January 24, 2024, by phone and explained about seeing the loans on her profile and she did not request them. Affirm requested that our Account Safety Team review her request. On February 9, 2024, they advised her that the investigation concluded the loans remained her responsibility. 
  
  
  Currently the only three loans on file, mentioned above all received full refunds and no further payments are due. Loan HZLO-JAD8 was refunded for $299.99 on February 14, 2024. Loan XVB3-4YLT was refunded for $1,329.65 on February 5, 2024. And loan ENBD-MCJS was refunded on February 2, 2024 for $1,346.03. 
  
  
  If she believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:02/10/2024

  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 2/8/2024 I sent notice of: Request for Documentation of Legal or Equitable Chosen Action Sent to: ******************************************************************************** To whom it may concern, I am writing you today to request comprehensive documentation regarding the Legal or equitable choice in action pertaining to *********************************, account #********. To better facilitate efficient proceedings and ensure that all relevant information is accounted for, we kindly request the following documentation: 1.Copies of any contracts, agreements or instruments related to choice in action. 2.Detailed records of any transactions, exchange, or transfers involving the chosen action, including dates, parties involved and transaction specifics. 3. Information on any legal action claims or disputes associated with the choice in activities, including court filing judgements and settlement. 4.Correspondents, communication or nieces related to choosing in action. 5. Any other documents or records that provide insight into the nature, ownership, or status of action choices. Thank you so much for your time and attention; we ask that you provide the requested documentation within ************************************************************************************************************* ! Sincerely, ___________________________ ********************************* Executor ************************** This has negatively impacted my livelihood given the fact that my credit score has dropped significantly. I have been stressed and not able to properly eat or sleep. As well as affecting my nervous system.

  

  Business Response

  Date: 02/20/2024

  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.
  
  Affirms records indicate that on August 9, 2022, ******************** obtained loan 2FKR-HEKI for a purchase with the merchant, Priceline for $126.63. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $12.19. She completed one payment on September 3, 2022.
  
  Due to having a past due balance for more than 120 days, the loan charged off on February 7, 2023. Between the dates of May 18 and November 23, 2023, Affirm received multiple FCRA disputes in which she claims the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes 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 ************************ request to remove credit reporting for loan 2FKR-HEKI. Along with our response, we have included her Loan Verification and Terms in Lending Agreement documents. Together, these documents validate ************************ loan.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that she has any further questions, we ask that she contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21275936
  
  I am rejecting this response because:
  Regarding my initial request from February 8,2024 no documentation has been provided regarding the validation of debit. Meaning that this matter is null and void. Please update my records. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity in responding to ************************ BBB rebuttal complaint. Affirm has reviewed her complaint which states her request to remove credit reporting for loan 2FKR-HEKI.
  
  As previously stated, 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 ************************ request to remove credit reporting for loan 2FKR-HEKI. Along with our response, we have included her Loan Verification and Terms in Lending Agreement documents. Together, these documents validate ************************ loan.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that she has any further questions, we ask that she contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21275936
  
  I am rejecting this response because: regarding the initial notice that became effective February 8,2024 (see attachment) the 14 day time frame has passed in order to present the following documents:

   1.Copies of any contracts, agreements or instruments related to choice in action.
  2.Detailed records of any transactions, exchange, or transfers involving the chosen action, including dates, parties involved and transaction specifics.
  3. Information on any legal action claims or disputes associated with the choice in activities, including court filing judgements and settlement. 
  4.Correspondents, communication or nieces related to choosing in action.
  5. Any other documents or records that provide insight into the nature, ownership, or status of action choices.
  

  All the documentation requested, has not been provided, therefore this matter is now null and void. Please update my info and close out this account and update accurately.

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