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:02/09/2024

  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.

  Evidence attached. There was no purchase of any significance (above $10) on July 7th on my Amazon account! Nevertheless they have done a charge off because as per the instructions of my bank (BofA) I stopped making payments after November when I first discovered they were charging me monthly off a fraudulent purchase they claimed was started on the 7th of July of last year. They have done nothing to help resolve the issue since I brought it up to them four months ago and they saw fit to do a charge off which decimated my credit score by 85 points. This despite the fact that every single purchase which is between ***** that I have done on Amazon using their services has been paid monthly on time with not one single issue!!! I provided proof to them back in November and they claim to not have it. Their incompetence has set new milestones. For example they acknowledged the information I sent them yesterday in an email response yesterday. What I sent them described the situation as above. The person who responded to me requested the number of the purchase. There was no purchase!

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to **************************** BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan from his credit report that he claims is unauthorized.
  
  Affirm's records indicate that on July 7, 2023, ************************ obtained loan AMA0-**** (Order IDs: Order IDs: 111-8724650-1888206 and 111-6508358-6697063) for a purchase with the merchant, Amazon for $680.90. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $35.77.
  
  Between the dates of August 7 and October 7, 2023 he completed four payments. He then later filed chargebacks with each payments which resulted in the payments being sent back to his bank. Due to having a past due balance for more than 120 days, the loan charged off on December 9, 2023. The loan was sent to Affirm's partnered, third-party debt collector, ***********. They can be reached by calling **************.
  
  On December 9, 2023, ************************ contacted Affirm claiming the loan was unauthorized. He was advised that his claim would be escalated to the appropriate team. On January 3, 2024, Affirm's Account Safety sent him an email advising that upon review of his claim, he was found to be responsible for the loan. He was instructed to complete Affirm's fraud affidavit form in the event he wanted his claim reviewed again. Our investigation can take up to 30 days to be completed. To do so, ************************ can visit ******************************************************************************.
  
  Between the dates of February 9 and 16, 2024, Affirm received two FCRA disputes in which ************************ claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes 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 he consented to and approved when he 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 AMA0-****.
  
  In the event that ************************ has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21270215
  
  I am rejecting this response because:

  All that info is tangential and meaningless. They need to render proof aka evidence that the purchase came from my account and what it was for. They will not because they can not. There is no purchase. It is fraud. They want to continue collecting payments based on no valid purchase. And they want to be difficult about it. And this in view of the fact b that I have had dozens of accounts without any slightest hiccup in my payments. Instead if thank you they harass and haarangue and lie and extort. Tragic.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity in responding to Mr. *********** BBB rebuttal complaint. Affirm has reviewed his complaint which states his claim a loan was obtained in his name without his authorization.
  
  Affirm's records indicate that on July 7, 2023, ************************ obtained loan AMA0-**** (Order IDs: Order IDs: 111-8724650-1888206 and 111-6508358-6697063) for a purchase with the merchant, Amazon for $680.90. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $35.77.
  
  As previously stated, On January 3, 2024, Affirm's Account Safety sent him an email advising that upon review of his claim, he was found to be responsible for the loan. He was instructed to complete Affirm's fraud affidavit form in the event he wanted his claim reviewed again. 
  
  On January 26, 2024, ************************ contacted Affirm again voicing his displeasure with the investigation. Affirm advised him that his claim would be re-escalated.
  
  On February 9, 2024, an email was sent advising that his claim could take up to 30 days to be reviewed. On February 21, 2024, Affirms Account Safety Team sent him another email advising that upon review of his claim and the details of his account, he was still found to be responsible for the loan. He was advised that his claim would only be re-visited in the event that he had any new evidence supporting his claim.
  
  We encourage for ************************ to contact Amazon and provide the Order IDs associated with loan AMA0-**** for more information.
  
  In the event that ************************ has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21270215
  
  I am rejecting this response because:

  Hey, we could do this all day long. They have still not provided what what the product was that I supposedly purchased.

   Amazon has already confirmed on the phone with one of affirms , representatives that there was no significant purchase on the date that this purchase is supposed to have been made.

   I have already provided documentation in terms of screen captures showing that there was no purchase for any significant sum of money. The only one was for ten dollars for insoles. And yet this goes on and on and on. Amazing. What a company of this size will do to save their and to keep from admitting that they made a mistake that there was fraud on my account , that they did nothing to protect me and that they are continuing to perpetuate.

  They are instead continuing to try to collect money which is not owed them. And this has been going on for half of a year now.

  I call on the better business bureau to put some  Sanity into the proceedings and stop harassing me because you're becoming part of the problem now and end this right now.

  As IAs I said, I have made numerous purchases on Amazon through this company and never missed a single payment on anything that I actually did purchase but instead of thanking me. They continue to harass me for money. That I did not owe them for purchase that I did not make.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/09/2024

  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.

  A purchase was made from the website Clutch Cards, LLC (Order # *****) on August 30th, 2023 using Affirm.com as the payment method for the transaction. The purchase was a pre-order for the product to be delivered later in the year. Automatic payments were started to affirm.com on time and for the correct amount for a total of $195.51 ($5.57 in finance charges to Affirm.com).On Wednesday, February 7th, 2024 we were notified by Clutch Cards, LLC that "Order #***** was canceled. Presently, Clutch Cards LLC is unable to issue refunds due to severe financial restrictions."Upon learning that we had been scammed and we were not being sent our product, we contacted Affirm.com to start an immediate refund. (The email response from Affirm.com is attached as a PDF). Affirm.com states that they cannot provide a refund because the starting date of the purchase was too far back and it is against their company policy.I believe that Affirm.com is 100% liable for the money that we have submitted and paid to them already and absolutely must refund us for this regardless of the time period. Money was sent to them in good faith, only for them to turn around and say that our transaction is no longer protected. We demand a full refund of the $189.94 amount and any other fees.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ******************************** BBB complaint. Affirm has reviewed ******************************** complaint which involves his concern that he did not receive the product associated with his Affirm loan and has not received a refund to date. 
  
  Affirm records indicate that ******************************** Clutch Cards loan (ID ********** was processed on September 1, 2023 in the amount of $189.94. ******************** agreed to make 6 monthly installment payments of $32.58 and the loan APR is 9.98%. ******************** has made five payments of $32.58 to date.
  
  On February 7, 2024, ******************** initially contacted Affirm to report an issue with his order. On the same day, a member of the Affirm ************* Team advised ******************** that his claim could not be investigated further as his loan was outside of Affirm's 60-day dispute window. Affirm would like to apologize for any inconvenience that this may have caused. As ******************** has not received the order associated with his purchase, his claim is eligible for further review by the Affirm team as a courtesy. 
  
  On February 23, 2024, a member of the Affirm team reached out to Clutch Cards for further insight into the status of ******************************** order and expected refund. Once an update can be provided, Affirm will follow up with ******************** via the Secure Messaging Portal. In the meantime, ******************** is responsible for the balance of the loan unless the merchant issues a refund towards the loan. 
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm has a purchase on my account from December 21, 2023 to Amazon for ******, Ive contacted them since then when I received an email to pay for the purchase. Affirm to me to contact Amazon if I had a problem with the order. I contacted Amazon and they had no information on any order and could not help. So I contacted affirm again and have been fighting to place a dispute on it since. Ive been called and emailed daily on this loan and when I explain the issue they tell me to just pay the bill or my credit will be impacted. I am a single mother and do not have to money to pay a bill I did not make. I need to know what I can do to file a complaint about this issue so it can be resolved.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to Ms. ******* BBB complaint. Affirm has reviewed her complaint which states her claim that a loan was obtained in her name without her authorization.
  
  Affirm's records indicate that on December 21, 2023, loan NMEL-JQP8 (Order IDs 111-6944737-0822654, 111-5751241-3412231 and 111-0273806-0044273) processed for a purchase with the merchant, Amazon for $213.70. The loan had repayment terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $20.83.
  
  On December 21, 2023, Ms. ***** contacted Affirm and claimed that she did not authorize the loan. Affirm advised her that her claim would be escalated to the appropriate team. 
  
  On January 18, 2024, Affirm's Account Safety Team sent Ms. ***** an email advising her that upon review of her claim and the details of her account, she was found to be responsible for the loan. She was instructed to complete Affirm's fraud affidavit form in the event she wanted her claim reviewed again. Once received, our investigation can take up to 30 days to be completed. To do so, Ms. ***** can visit ******************************************************************************.
  
  We apologize for any frustration this situation may have caused for Ms. *****. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/09/2024

  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 have been trying to make a purchase through affirm on amazon.com. The affirm account keeps asking me to verify myself but is routing me to a telephone number and email address that I do not and have not ever owned. I have talked to customer service several times to reset the account or remove the account all together. Each time I have been told that a representative will get back to me. This is the 3rd time I even received an email stating the problem was resolved and I should be able to log in. But again, I am being routing to an email and phone number that is not mine. Something is going on with this company and I need them to either delete my account or reset my information, as affirm.com keep assuring me they are doing.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed her complaint which states her issue with accessing her Affirm account to complete a purchase.
  
  On March 21, 2022, loan ****-O95E processed with the merchant, Amazon for $615.57 with loan terms of *****% Annual Percentage Rate (APR), down payment of $92.34 and 24 monthly payments of $24.63.
  
  On November 13, 2023, ********************** contacted Affirm stating she never applied for a loan previously. On December 20, 2023, Affirm's Account Safety Team sent her an email advising that she would not responsible for any loans previously obtained in her name and that restrictions would be placed on her account to prevent any further fraudulent activity.
  
  On February 8, 2024, ********************** contacted Affirm inquiring about her account. Regrettably, the information she provided could not be verified. Affirm advised her that her request would be escalated to the appropriate team. Upon review of her complaint, her request is still being reviewed. Affirm will follow up with ********************* directly when more information becomes available. 
  
  We apologize for any frustration this situation may have caused for **********************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/08/2024

  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.

  Peloton refunded my tread+ which I financed through Affirm in 2020 (and had paid off in full in October 2023) in the amount of $4,777.97 on 01/31/23 and Affirm only refunded me partially ($1,403) while claiming they processed the remainder of the refund amount to accounts that have been closed, which was clearly conveyed to their customer department and therefore resulted in a request that the issue a refund in the form of a check, which was agreed upon during a call with Affirm rep on 01/31. I have since relentlessly pursued Affirm and requested to receive my money back and they have consistently been unhelpful and quite obstructionist, systematically claiming that they did "successfully processed the refund." I have done a thorough investigation of Affirm's refund history through Peloton members' groups, and to my dismay, found out that it is indeed common practice for them to sit on Peloton customers refunds for months, which is both illegal and unacceptable particularly since their customer department is unwilling to provide adequate and fair assistance to resolve these issues and simply actively doing everything in their power to delay refunding customers for as long as they can. At this point, I have spend over 10 hours on the phone and via emails and loss hundred of dollars as a result of having to cancel clients and lose business opportunities to address this issue, which is why I intend to escalate this .

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to Ms. ************ BBB complaint. Affirm has reviewed her complaint, which states her concerns with regards of a refund towards loan R37D-GIAM.
  
  Affirm records indicate that her Peloton loan R37D-GIAM processed on July 3, 2020 in the amount of $5,057.91 with 0.00% Annual Percentage Rate (APR). She agreed to loan terms were of 39 monthly payments of $129.69 on the 3rd of each month. There was a partial refund of $132.50 issued by the merchant on August 27, 2020. 
  
  On September 3, 2023, she made her final payment and settled her loan in full. However, on January 31, 2024, the merchant processed another partial refund of $4,645.47. She was therefore refunded $4,645.47 of her payments back to her original payment method. 
  
  This is because $5,057.91 ( original loan amount) - $132.50 (the amount partially refunded by the merchant in August 2020) - $4,645.47 (amount partially refunded in January 2024) = $279.94 still owed to Affirm. 
  
  If ************************** was expecting a bigger refund, we ask that she please contact the merchant directly as Affirm is simply the financier of a purchase and all refunds and returns are subject to the policies of the merchant. 
  
  Looking at Ms. ************ account, the payments versus the payment methods used breaks down to the following: 
  
  **** ending in *7047 total payments: $1,037.52
  
  **** ending in *1378 total payments: $259.38
  
  **** ending in *8142 total payments: $1,815.66
  
  **** ending in *6125 total payments: $129.69
  
  Bank Account ending in *2961 total payments: $1,553.47
  
  Total payments made: $4,795.72
  
  She was refunded $1,037.52 back to her **** ending in *7047; $259.38 back to her **** ending in *1378; $1,815.66 back to her **** ending in *8142; $129.69 back to her **** ending in *6125; and $1,403.22 back to her Bank Account ending in *2961.
  
  On Affirms end, all of these refunds were successfully processed. ************************** reached out to Affim on January 31, 2024 and advised that some of these payment methods have since been closed and were no longer active. The Affirm ******** Care agent advised her that if the payment methods were closed, she would be issued the refund via check. 
  
  However, this is only true if the refunds fail on Affirms end. As these refunds were successful, we have determined that ************************** is not due a refund check. Affirm followed up with her on February 6, 2024 and provided her with the Acquirer Reference Numbers (****) for her transactions. These are unique numbers assigned to credit card transactions that can be used to check transaction statuses (e.g., Capture, Chargeback, Refund) even if the associated account has been closed. 
  
  If your bank is unable to locate these refunds even with the ****, we ask that ************************** please provide a copy of a letter from her bank stating such on their official letterhead. She can send this information directly to Affirm at *************************************** with a reference to her case ID ******** for additional review. 
  
  We apologize for any frustration this situation may have caused for Ms. ************ In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/08/2024

  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.

  Someone opened an Affirm account in my name I filed police report found where merchandise was sent , to a hotel . Affirm refuses to close account and continues to send me harassing text.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed her complaint which states her concerns with a loan she claims she did not authorize.
  
  Affirms records indicate that on December 7, 2023, loan AFAW-I5UE for a purchase with the merchant, ******* in the amount of $799.56. The loan had terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $38.74.
  
  On January 29, 2024, ******************** contacted Affirm claiming that the loan was unauthorized. She was advised that her claim would be escalated to the appropriate team. On February 12, 2024, Affirms Account Safety Team sent her an email advising that upon review of her claim, she was found to be not responsible for the loan and repayment. Affirm advised that restrictions were placed on the account to prevent any further fraudulent activity.
  
  We sincerely apologize for any frustration this situation may have caused for ********************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I have updated personal information on my Affirm account, they have eliminated my credit claiming that they cannot verify my identity. I have contact all Credit Bureaus and all my information is current. However, on February 1 ****, I receive a notification from Affirm about a rejection of extended credit from a credit report dated 6/10/2023.I believe the reason AFFIRM does not have my updated contact information is because they are using dated credit reports , months old that are no longer valid.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which involves her concern that she has been unable to obtain financing with Affirm due to her identity not being able to be verified. 
  
  Affirm records indicate that ************ was able to successfully obtain financing from Affirm for a purchase with ******* on February 23, ****. However, in the current complaint, ************ provided a loan declination for an attempted Shop Pay purchase. It appears that this declination occurred due to a mismatch with the phone number associated with her Shop Pay account. 
  
  At this time, ************ is encouraged to initiate a phone number update request with Shop Pay directly to ensure that her account information is updated. Once this is complete, she can contact Affirm's ************* Team to complete the request. 
  
  In the event ************ has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/24/2024

  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:02/08/2024

  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 IS NOT MY ACCOUNT OR PURCHASE

  

  Business Response

  Date: 02/23/2024

  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 that she claims is unauthorized.
  
  Affirm's records indicate that on September 3, 2021, **************** obtained loan 4Y2B-6EG6 for a purchase with the merchant, ****** ****** for $688.40. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $66.47. 
  
  Between the dates of October 3, 2021 and September 3, 2022 she completed 11 payments. Due to having a past due balance for more than 120 days, the loan charged off on December 2, 2022.
  
  On January 9, 2024, **************** contacted Affirm claiming the loan was unauthorized. She was advised that her claim would be escalated to the appropriate team. On January 30, 2024, Affirm's Account Safety sent her an email advising that upon review of her claim, she was found to be responsible for the loan. She was instructed to complete Affirm's fraud affidavit form in the event she wanted her claim reviewed again. Our investigation can take up to 30 days to be completed. To do so, **************** can visit ******************************************************************************.
  
  Between the dates of March 2, 2023 and February 17, 2024, Affirm received multiple FCRA disputes in which **************** claimed the information being reported  to the credit bureaus was inaccurate. Affirm closed each of these disputes 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: **************************************.
  
  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 4Y2B-6EG6.
  
  In the event that **************** has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21266157
  
  I am rejecting this response because: 

  I have no history in a neiman ******. When this showed on my credit while moving in January of 2024. I reached to to affirm to inquire on this account. I was told I can request an investigation and they responded a day later saying the investigation was complete but they have failed to provide any evidence and or paperwork from the time this purchase was made.   I dont know who made this account or what data breach led to this, but I will not have this ruin my credit.  I want every bit of evidence that was looked at during this investigation or this account removed from me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal, which states her concern regarding the unauthorized activity on her account.
  
  
  ********************** will re-investigate Ms. ******* claim once she has completed the unauthorized activity claim webform on Affirms ************ This form acts as an affidavit and is a crucial part of the Affirm Account Safety teams investigation. **************** was sent a link to this form in Affirms previous BBB response, Affirms response to her CFPB complaint, and directly via email on February 20, 2024. 
  
  
  Until **************** completes this form, Affirm will not review her claim. Additionally, until Affirm is able to determine whether or not her loan was unauthorized, **************** currently remains responsible for repayment and the credit reporting for the loan remains accurate. 
  
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:02/08/2024

  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 22, **** I received an unexpected email from Affirm stating my ******* order has been processed and I was charged/provided a loan amount of ******. This was shocking as I have NEVER nor do I ever plan on filing for an Affirm loan. I have also not purchased anything from ******* recently matching this. I filed a fraudulent claim with affirm immediately online and called in as well. I was told that they were unable to provide me any information on how the loan was obtained (could not tell me if someone provided my social, dob, etc.). Nor was I able to view or login to an account as the person who created this loan fraudulently in my name did so with a phone number I'm unfamiliar with. The supervisor I spoke to a ******** at that time stated that the account was frozen during the investigation and they helped me to change the phone number and email address on the account to my info so that I could login to view this. Once doing so I was unable to obtain any new info on how this was filed fraudulently in my name. The rep said I need to wait for conclusion an that is it. Today, 2/8/24, I received an email from Affirm Account Safety Team stating "We have conducted a careful review of your claim and have concluded that you are responsible....Please note that all loan payment informatino will be reported to the credit bureau on a regular basis...at this time, our decision is final and will only be re-addressed if you have new evidence to provide to substantiate your claim." I called in and supervisor **** stated she can re escalate but I cannot talk to the team nor can she provide any details on this. New case ID ********. I asked what evidence they have that I did this per their investigation and how am I supposed to provide evidence that I did not do this when there is nothing I can possibly provide SINCE I DID NOT DO THIS to which she had no answer or explanation on.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint, which involves his concern regarding unauthorized activity on his Affirm account. 
  
  ********************** records indicate that a ******* Stores loan (ID ********** was processed on **************' account on January 22, **** in the amount of $346.00. The loan terms included six monthly installment payments of $62.20 and a loan APR of *****%. ************** initiated a payment of $62.20 towards the loan on February 21, ****, that is currently processing. 
  
  On January 22, ****, ************** contacted Affirm via the Affirm *********** to report the ******* Stores loan on his account as unauthorized. ************** was advised by a member of Affirm's ************* Team that his claim was being investigated further, and this process could take up to 30 days to be resolved. On February 8, ****, ************** was advised by Affirm's Account Safety Team that the investigation had not been found in his favor, and he would remain responsible for the balance of his loan. ************** then asked that the investigation be reviewed further. 
  
  On February 22, ****, a member of the Account Safety team reviewed the details of **************' claim and was able to reverse the initial adjudication to determine that ************** would no longer be responsible for the balance of the loan that was obtained in his name. At this time, the ******* Stores loan is marked as unauthorized and ************** will not be responsible for payments towards the loan. 
  
  As ************** initiated a payment towards the loan that is currently processing, he was advised by an Affirm ************* supervisor on February 22, **** that Affirm would allow the payment to process successfully before refunding the payment to **************' original payment instrument. Typically, payments are processed within 3-5 business days. A member of the Affirm team will monitor **************' account to ensure that the payment is refunded as soon as it is processed successfully. 
  
  
  In the event  ************** has any further questions or concerns, we encourage him to reach out to ****************************************************. s

  Customer Answer

  Date: 02/23/2024

  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. With that said, I will continue to STRONGLY advise family, friends, acquaintances, and anyone who asks me about affirm to NOT engage into business with them. I was forced to go to extreme lengths to reverse a transaction they fraudulently allowed and tried to hold me liable for. Regardless of how they try and paint their timeline, action was only put forth in my favor AFTER I emailed the *** and 3 other executives with my poor and frustrating experience. Im confident had I not done that, this company would have continued to ignore my pleas for assistance.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2024

  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 have reached out to this company on many times they are refusing to refund my monies for a scheduled vacation trip i had planed. The refund amount that is due me is $607 for Hotel rooms and $761.82 for air travel and they are only giving me the ran arounds not returning my money. I had a family matter my mother ***** was placed in hospice care on 2/7/2024 and i can't make this trip. Please return my refunded amount of = $1368.00 i only received $ ****** i need all my money!1!

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ********************' BBB complaint. Affirm has reviewed ********************' complaint, which involves his concern that he has not received the refunds he is expecting for a canceled booking. 
  
  According to ********************' complaint, it appears he is referencing two Affirm loans: MQUD-WCS3 and U8TV-UKIP. Loan ID ********* was processed on January 2, 2024 for a purchase with Spirit Vacations. ******************** agreed to make 12 monthly installment payments of $160.46 and the loan has an APR of *****%. ******************** has made four payments of $160.46 to date. The merchant has issued refunds totaling $647.83 through February 17, 2024. As a result, the loan principal is $1,051.78. 
  
  On January 3, 2024, ******************** contaced Affirm by chat to report that he was expecting the loan total to be around $1,051 after the hotel portion of the booking was canceled. It appears that the loan is reflecting accurately based on this information. 
  
  Loan MQUD-WCS3 was processed on January 30, 2024 in the amount of $906.00 for a purchase made at Hotels.com. ******************** agreed to make 12 monthly installment payments of $91.01 and the loan APR is *****%. To date, ******************** has made one payment of $91.01 on February 1, 2024. Only one adjustment of $1.24 has been made towards the loan as of February 6, 2024. 
  
  In the current complaint, ******************** provided his invoice with Hotels.com. In the invoice, it shows that a refund of $607.73 was issued towards a **** ending in *0482. This information is associated with another Hotels.com loan on ********************'' account, loan ID *********. Loan ID ********* was processed on January 3, 2024 in the amount of $744.00. ******************** agreed to make 12 monthly installment payments of $74.74 and the loan APR is *****%. The loan was fully refunded on February 6, 2024. 
  
  At this time, it appears that ********************' has received all of the refunds he is expecting based on the information provided in the current complaint. In the event that ******************** is expecting any further refunds, he is encouraged to provide any relevant documentation of his refunds by emailing ***************************************. 
  
  In the event that ******************** has any further questions, he may contact Affirm by email.