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:02/11/2024

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

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 19th, 2024 i applied and was approved for a loan through affirm for a purchase at Gamestop.Loan ID:84k8-b1bl The item i had ordered was out of stock and the order was promptly canceled, within the hour of placing it. As of todays date, 02/10/2024 the order is still showing as outstanding on affirms side. I have been back and forth with gamestop and affirm customer service, both of which are accusing the other and stating the other side needs to provide a resolution. Gamestop has confirmed that there is NO HOLD on their end and that the order has been COMPLETELY refunded, however, affirm is only showing a refund of ***** and the remainder of ****** is still showing as pending. It has been long over the time frame of 7-10 business days which is banking standard for ach transactions, the answer provided by affirm customer service was to wait until 03/04/2024 for the transaction to fall off and this is completely unacceptable as i will end up paying on the loan and liable for interest for a product i did not purchase or recieve.

  

  Business Response

  Date: 02/26/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which involves her concern that she did not receive the refund she was expecting for a canceled order. 
  
  Affirm records indicate that ************************ GameStop Virtual Card loan (ID ********** was processed on January 22, 2024 in the amount of $342.00. ******************** agreed to make 12 monthly installment payments of $34.35 and the loan APR is *****%. ******************** did not make any payments towards the loan before it was fully refunded on February 11, 2024. 
  
  On February 1, 2024, Ms. ******** contacted Affirm using the chat feature on Affirm.com to report that the order associated with her GameStop loan had been canceled. As the loan was still in a pending status, the responding Affirm agent encouraged ******************** to provide documentation of her order cancelation via email. ******************** provided the requested documentation on the same day. However, the merchant retained a pending charge on the Virtual Card associated with ************************ order, which prohibited Affirm from voiding the loan.
  
  On February 11, 2024, the pending charge was released and Affirm was able to void ************************ loan successfully. As a result, ************************ loan was refunded and she was no longer responsible for any payments associated with the loan. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/26/2024

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

• Initial Complaint

  Date:02/10/2024

  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.

  November 3 2023 purchase for ****** made with affirm, I received a notification for a 50$ credit with affirm if order for 200$ was placed followed every step and was not given credit have contacted multiple times and included screenshot of the emails for them with no solution

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint which states his concerns with a promotional campaign.
  
  Affirms records indicate that loan S5KX-GKQR was processed on November 03, 2023 in the amount of $212.23 for a purchase with Target with a *****% APR to be paid over 12 installments of $21.32, The loan received 3 timely payments of $21.32 from December 03, 2023-February 03, 2024. The loans next due date is on March 03, 2024.
  
  **************** reached out on December 26, 2023 regarding the issue and the ************* team escalated an investigation on his behalf. The initial investigation concluded on January 13, 2024 and **************** was advised that the activation of the offer was not complete on his end. 
  
  At this time, Affirm has escalated the issue on his behalf an additional time. The ************* Team will be reaching out to him directly once the investigation is complete. 
  
  Affirm would like to thank **************** for his patience with this matter. 
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:02/09/2024

  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 DISPUTED THIS TRANSACTION, SPOKE WITH THE COMPANY NUMEROUS TIMES AS WELL AS AN EMAIL THREAD EXPLAINING TO THEM IN A 3 WAY CALL WITH AMAZON. AMAZON CONFIRMED THEY HAD NO TRANSACTIONS OR ORDERS FOR THIS PARTICULAR TRANSACTION AND THEY STILL HOLDING IT AGAINST ME. THEY TRANSFERRED IT TO ANOTHER COMPANY THAT STARTED SENDING ME TEXT MESSAGES AND LEAVING ME MESSAGES ABOUT THIS SAME DEBT. ******* IS THE COMPANY.

  

  Business Response

  Date: 02/23/2024

  Thanks 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 13, 2022, ************** obtained loan QLXU-JYIY (Order Ids: 114-9141219-8641017 and 114-0777170-5689046) for a purchase in the amount of $481.17. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $33.52.
  
  On December 12, 2022, the loan charged off due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party debt collector, MRSP BPO. They can be reached by calling **************.
  
  On July 16, 2022, ************** contacted Affirm requesting for the loan to be refunded. The next day, Affirm sent her an email requesting for more information supporting her request. On August 29, 2022, Affirm sent her an email indicating that she would remain responsible for the loan as insufficient evidence was received confirming a refund was owed.
  
  Affirm is only able to apply any applicable refunds towards a loan once confirmed by a merchant. We ask for ************* to contact the merchant directly and to provide the order IDs that is associated with loan QLXU-JYIY.
  
  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: **************************************.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************' request to remove credit reporting for loan QLXU-JYIY.
  
  In the event that ************** has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21273692
  
  I am rejecting this response because: I contacted Affirm on a 3 way call with Amazon who confirmed that they DID NOT HAVE ANY RECORDS OF THIS TRANSACTION. ******* advised that he would make a notation on the account that amazon had no transaction matching this loan. I waited on a response from Affirm only to get numerous calls, emails and text from ************* a collection agency who was acting on behalf of AFFIRM I explained to them the same thing as well and sent them supporting documentation as well. I never received a response from them or Affirm but they reported it on my credit report.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to **************' BBB rebuttal, which involves her concern that her Amazon loan is not associated with a successful order. 
  
  At this time, ************** ie encouraged to provide the Amazon Order IDs associated with her Amazon loan: 114-9141219-8641017 and 114-0777170-5689046 to Amazon to determine the status of these orders. If Amazon can confirm that the orders were not processed, ************** is asked to provide documentation of  this from Amazon by emailing the Affirm ************* team at *****************************************************************. 
  
  Once this information is provided, Affirm will be able to review **************' claim further. In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************************;

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21273692
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2024

  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 joined *********** Business, EDB Academy online April 2023, then joined Mentorship program May 2023 for $5K. The financial institution (Affirm) withdrew $212.97 monthly from my account with no problem. I cancelled by sending ************************* (owner of EDB Academy) an email Nov 15, 2023. ******'s contact number is ************, email is ******@edbinvestmentsolutions.com.******'s company kept deactivating my access to the $599 course that I paid for. I was informed that I would have access to these courses as long as I am a part of the business. I told then Mentor that was assigned to me, ******************************* this information. She was combative with me & accused me of lying on when I kept telling her I could no longer access the courses. ********* then decided that she no longer wanted to work with me. I had to reach out to ****** to ask can I have another Mentor please. *** sent me a picture showing him & the person he was going to make my new mentor working out. I did not receive all documents/data that I was told I would receive with the $5K mentorship. I still invested into creating my LLC, business phone, business account. I also paid for other programs that went alone with ******'s business. The second Mentor, *************************** started out helpful, then a week later, he started not showing up to scheduled 1:1 mentorship meeting with me, with no explanation, started ignoring my requests for help. ******* also advised me that he is not about to chase me. I did not understand this comment as I am always responsive to him seconds after hearing from him. I did not make any money with this business. This is fraud, as the contract was breached. I did not receive everything I was told I would receive by being a part of the mentorship program. I have copies of everything to include the contract. I filed several complaints to Affirm, but they only close the cases. Now, affirm is telling me that they paid ****** up front. I stopped payment on the auto drafts.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ************************ BBB complaint which states their request for a refund for a purchase with *** Products. 
  
  Affirms records indicate that loan G839-D6IZ was processed on May 17, 2023 for a purchase with *** Products in the amount of $5,000 with a *****% APR to be paid over 36 installments of $212.27. The loan received payments on various dates totaling $1,061.35 in payments. The loan is currently overdue for November 17, 2023, December 17, 2023, January 17, 2024 and February 17, 2024.
  
  While investigating ************************ complaint, Affirm found that they reached out in November of 2023 regarding a refund from the merchant. After reviewing their submitted evidence, the ************* team found that they remained responsible for the loan and repayment as the evidence showed that the merchant had provided the service as outlined and also provided additional services. 
  
  The evidence received did not indicate that *** Products was working outside of their policies. 
   
  Please note, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end.  At this time, ******* ******** is advised to reach out to the merchant directly for further resolution.
  
  In the event that they have any further questions, Affirm encourages them to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early morning of 9/29/23 a woman I met while visiting *********** stole my phone and its passcode. Thief proceeds to steal thousands of dollars, including from affirm account which thief bought tickets worth $2,523.01 on American Airlines. Within hours of the theft I informed all entities I do business with, they rectified everything; except Affirm. I sent them affidavit, police report (#I-27547-23 N.O PD), and numerous other documentation stating that these were fraudulent charges. I have called them dozens of times. The most recent calls on 10/2/23, 10/4/23, 10/11/23, 11/7/23, 11/22/23, 12/12/23, 12/29/23, 1/6/24, 1/26/24 Every time I call I get apologies, promises that Id be contacted within 3-5 business days, and escalated to whatever department they say deals with this. It has been 132 days since this crime occurred, I keep getting notifications on my phone (new phone I had to buy since old one was stolen) threatening to report me to credit bureaus and that I owe $2,523.01. I am completely exhausted from this ordeal and want the fraudulent charges taken off. Its been over 4 months with no resolution. Attached is the affidavit I sent Affirm 10/30/23 that they requested. Case number with Affirm is ********.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to Mr.. ****** BBB complaint which states his frustration with the Unauthorized Activity process.
  
  Affirm's records indicate that loan YMS5-X4FX with American Airlines was processed on October 02, 2023 for $2,093.00 with a *****% APR to be paid over 12 installments of $210.25. 
  
  ************** reached out to Affirm regarding the loan on October 02, 2023 stating that the order was not authorized. The Account Safety team responded to him on October 30, 2023 and informed him that with the information available at that time, he was found to be responsible for the loan.
  
  ************** responded shortly after and provided additional evidence as well as a completed Affidavit.  
  
  The Account Safety team concluded their investigation into his claim on February 21, **** and resolved the case in his favor.
  
  Rest assured, he will not be held responsible for the Affirm loan made in his name. The loan has been removed from his account, which has also been frozen for ************. If he would like to re-secure his account, please call ********************** at ************** between the hours of 7 am and 10 pm CST seven days a week.
  
  Affirm thanks him for his patience with this matter. In the event that he have additional questions or concerns, Affirm encourages him to reach out directly via email by emailing ***************************************
  
  

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  Although I wouldnt characterize the series of events Affirm recounted in their response to my complaint, Im relieved that I dont owe money on a fraudulent charge. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

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

• Initial Complaint

  Date:02/09/2024

  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 1/17/24 I received 3 refunds from the same company all different transactions. Out of 3 only 1 was matched correctly and two were matched incorrectly. One was $8.37 and the other was $147.65 and they were mixed up so now they expect me to pay the difference on the $147.65 loan which I dont think is right since that loan has already been completely refunded. I called and spoke to a supervisor and she told me there is nothing that she could do. I dont think I should pay for a mistake on their end.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint with regards to her concerns with a refund towards an Affirm loan.
  
  In reviewing ********************** BBB complaint, we were unable to locate an affirm account with the information she provided in her complaint.
  
  Affirm is unable to provide any details unless we are able to verify the information to an account as we take the security of all Affirm customers very seriously. Affirm kindly asks that ****************** or the account holder to please call or reach out to Affirm directly with regards to her concerns so we may further assist.
  
  In the event that ****************** has any further questions or concerns, we encourage for her to call ************ between the hours of 7AM to 10PM CT seven days a week or by visiting our *********** via ****************************************************.

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21272508
  
  I am rejecting this response because: I have contacted affirm and the response from one of their supervisors was there was nothing they could do even after I explained to them how they made a mistake. The supervisor acknowledged the mistake but said there was nothing she could do on her behalf. Now Im stuck paying for their mistake so my credit score wont take the hit. I dont feel like thats right at all.
  
  Sincerely,
  
  *****************************

  

  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 with his Affirm Card loans.
  
  Affirm's records indicate that on February 21, 2024, ****************** contacted Affirm indicating he was owed a refund in the amount of $160.92. In review of the call, Affirm determined that the refund was applied towards loan N7KG-KZBY.
  
  If this was not the amount of the refund, we ask for ****************** to contact Affirm directly via email.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21272508
  
  I am rejecting this response because: Thats not the refund Im having an issue with I have contacted affirm thru different avenues (i.e phone,email) and I wasnt helped which is why I had too come thru bbb. If you look at the attachments I included in the original message the refunds are from 1/27/2024 and its three separate refunds. 
  
  Sincerely,
  
  ***********************