Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/08/2024

  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.

  Hello! I purchased a Lashes Duo class from Haute Lashes, I received a certification and supplies for attending the class. In addition to purchasing this course allows me to have mentorship and be able to buy supplies on her website and her Instagram at student discounted rate. I tried contacting her a few times for mentorship and she purposely ignored my messages so I wrote an honest review and she did not like that review so she texted me saying that she will block me. I was blocked from all social media and her phone number. I have tried contacting her multiple times and have been unsuccessful. Because of her blocking me, I am not able to have that mentorship, and be able to purchase her supplies at a discounted rate for being a student which is a service that I am not gaining access to which was a reason why I purchased her services. Because of her lack of course, and because I was not able to have a mentorship, I had to purchase another class from a different institution. I would like a full refund if not a partial refund since although I did receive a certification and supplies but because of her unprofessionalism of not abiding by her policies of me having a mentorship and being able to purchase supplies, I would like a partial refund. Her name is ******************************* who is the owner and I have tried calling and emailing and have not received a response to fix this matter. I paid $1100 for something that I have not been able to receive full services on or at least receive mentorship and be able to buy supplies which is one of the policies that she gives her students. I have tried working with affirm and they said they automatically resided with the merchant although I submitted all the evidence that shows she went against her policies. Attached is proof of her mentorship offers as her services along with her not responding to me and her blocking me. Also proof of my student discount that I cant use for buying supplies on her site

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which concerns the adjudication of the merchant dispute investigation involving her Affirm loan. 
  
  Affirm records indicate that ****************' Haute Lashes loan (ID ********** was processed on December 30, 2022 in the amount of $1,100.00. **************** agreed to loan terms including 12 monthly payment installments of $107.23 and a loan APR of *****%. **************** completed the monthly installment payments and paid the loan in full as of December 28, 2023. 
  
  On March 23, 2023, **************** contacted Affirm via chat to report an issue with her purchase. As a result, a merchant dispute case was created to investigate ******************** claim further. As **************** purchase was outside of Affirm's 60-day dispute window, the was reviewed as a courtesy. Affirm contacted the merchant, who confirmed that the services associated with your purchase were rendered and the certification course was completed. 
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant.  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  At this time, **************** will remain responsible for the balance of her loan. She is encouraged to continue working directly with the merchant to determine if any refunds can be issued at this time. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21265458
  
  I am rejecting this response because:

  Affirm has not properly investigated my case. I have tried contacting the merchant many times but I have been blocked or ignored. I have submitted many proof and evidence of the merchant not providing the services they said they would. Affirm has continued to ignore and side with the merchant despite my evidence. They constantly say to contact merchant when I have done so but have the same result with either no response or blocked.  have paid $1100 for services I am not receiving from the merchant and I paid for another institution to have more additional teaching and services because of the lack of services I received from ************. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal, which states her concern regarding the dispute process for her purchase. 
  
  
  As stated in Affirms previous response, Affirm is simply the financier of a purchase - the quality of the services being purchased and any additional follow up courses or questions are the responsibility of the merchant. All cancellations and refunds are therefore subject to the merchants policies. 
  
  
  Affirm understands that **************** has been blocked from using the additional offers provided with her purchased service. She will need to speak with the merchant directly about this, which can be done using the merchants contact form at *******************************************
  
  
  On July 8, 2023, the merchant confirmed with Affirm that **************** had received the full services and completed the course that she had purchased. Any further issues will need to be addressed with the merchant directly. As a result of this investigation, Affirm has determined that **************** is not due any additional refunds. 
  
  
  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: 21265458
  
  I am rejecting this response because: I have CONSTANTLY tried to communicate with the link that they provided and called and emailed etc. What merchant will admit to not giving services?  *** already attached proof of mentorship that I get from merchant and student discount which I CANT recieve due to her blocking me and not responding to ANY communication. Affirm didnt property investigate and rather go with what the merchant is saying rather than the ***** Ive submitted 
  
  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.

  I have two issues with Affirm today. First, I went on and it said if had a late payment even though I was not notified of that and I have it set to autopsy. After not being able to be assisted by the incompetent chat reps, and having to also navigate the incompetent automated system that kept directing me to wrong areas and NOT transferring me to an agent, I finally got through to someone and they stated it tried taking it out of an inactive account. I did not set that loan to the inactive account because I know which one is my active account. So my first issue with this, is that I DO NOT want it to count against my account that it was late and NOT affect future purchases because of this late payment that their system glitched out and tried taking it from the wrong account. Secondly, in talking to ******* he said there are two payments processing right now and I only made one. He claims he cannot stop the duplicate payment. So again, their system is glitching out and I have to suffer for it. I want that second payment stopped I do not need double coming out of my bank account.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to **************** BBB complaint regarding a loan payment that had failed and then she was double charged. 
  
  Affirm's records indicate that loan 3NJL-BZAT was processed on January 3, 2024 for a purchase with the merchant, Amazon, in the amount of $140.36. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $13.68 due on the 3rd of each month.
  
  Reviewing her account, the autopay feature for the loan was enabled on her end as of December 31, 2023, the payment method that was selected was a bank account ending in *1262. Affirm sent an email notification on January 3, 2024, confirming the autopay feature was enabled and payments would be debited from the bank account ending in *1262. The payment of $13.68 from February 3, 2024, from that account reflects as failed due to non-sufficient funds on Affirm's end.
  
  Later a manual payment was made on February 8, 2024 for $13.68 and then autopay was enabled the same day. Additionally, a second payment on February 8, 2024 was made manually for $13.68. 
  
  If a customer has an overdue payment and enables AutoPay or changes their payment instrument, we will not take the overdue amount. We will only process a payment on the next due date in the amount of the scheduled monthly payment amount. To get a loan current, you must make a one-time payment.
  
  Due to the payment due date being on the 3rd of each month, and the payments showing a manual, Affirm has concluded that these payments were not an Autopay issue.  Loan 3NJL-BZAT is now in good standing.
  
  We apologize for any frustration this may have caused. In the event that she has any further questions, Affirm encourage her to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21264244
  
  I am rejecting this response because:
  1. I did not have non-sufficient funds and 

  2. You arent even addressing the complaint about the second payment that I did not make.  You all took a double payment out, I did not make two payments and I need one of those refunded.

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

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint regarding a loan payment that had failed and a double payment she did not make.
  Affirm's records indicate that loan 3NJL-BZAT was processed on January 3, 2024 for a purchase with the merchant, Amazon, in the amount of $140.36. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $13.68 due on the 3rd of each month.
  Reviewing her account, the autopay feature for the loan was enabled by **************** as of December 31, 2023. The payment method that was selected was a bank account ending in *1262. Affirm sent an email notification on January 3, 2024, confirming the autopay feature was enabled and payments would be debited from the bank account ending in *1262. The payment of $13.68 from February 3, 2024, from that account reflects as failed due to non-sufficient funds on Affirm's end. This is the information that Affirm was provided at the time of the failed payment by her bank. If she has further concerns we kindly ask that she speak with ehr banking institution.  
  Please note that the loans payments are due on the 3rd of each month. Her autopay has not been disabled. 
  A manual payment was made on February 8, 2024 for $13.68 and then autopay was updated and enabled the same day with a new bank account number ending in *2005.. Additionally, a second payment on February 8, 2024 was made manually for $13.68.
  If a customer has an overdue payment and enables AutoPay or changes their payment instrument, we will not take the overdue amount. We will only process a payment on the next due date in the amount of the scheduled monthly payment amount. To get a loan current, you must make a one-time payment.
  Due to the payment due date being on the 3rd of each month, and the payments showing as manual, Affirm has concluded that these payments were not an Autopay issue. Loan 3NJL-BZAT is now in good standing.
  We apologize for any frustration this may have caused. In the event that she has any further questions, Affirm encourage her to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21264244
  
  I am rejecting this response because: Again check the notes from when I contacted customer service before they said youd refund me for the second payment that I did not make.  I did not claim it was autopay.  But somehow your website took my payment twice.

  Secondly it would be more professional if youd have a manager or something actually directly contact me by phone instead of just responding on here.

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

• Initial Complaint

  Date:02/08/2024

  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.

  Date occurred Wednesday December 20,2023, entered into a contract with Publishing.com, and the financing institution Affirm. Publishing.com, for the help with writing and hopefully publishing my story, and Affirm is their financing institution. On Wednesday December 20,2023, I signed the contract and submitted it. Never receiving a copy. Friday, December 22, I had reviewed the offer, and what was said to be available for me as a novice writer, deciding this was not for me. I then on the same day I sent one of the co-instructors a message stating, this program was not a good move for me. This is a copy of my cancellation in your program. On that same day I notified the financial institution Affirm. I was told they Affirm could not take that information from me. It would have to come from *************************************. I am currently being billed, $332,50 per month.

  

  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 of a refund towards a loan by a merchant.
  
  Affirm's records indicate that on December 21, 2023, loan QREG-T3KD processed with the merchant, Publishing.com for $1,995.00 with loan terms of 0% Annual Percentage Rate (APR) and six monthly payments of $332.50. 
  
  On December 29, 2023, Ms. **** contacted Affirm requesting for the loan to be refunded. Later that day, Affirm sent her an email advising that the loan was placed into an official dispute and requested for her to submit evidence confirming a refund was owed towards the loan by the merchant.
  
  On January 28, 2024, Affirm sent ************ an email advising that her dispute was closed and that she would remain responsible for repayment of the loan. Affirm did received insufficient evidence confirming the loan being owed a refund by the merchant.
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  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 with regards to any refunds she may be owed.
  
  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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have informed this company for several months that I have been a victim of identity theft and there was a fraudulent account opened under my personal information. Now they still continue to verify this account as accurate with the credit bureaus even after I have provided them with a identity theft affidavit from the federal trade commission, submitted several cfpb complaints and provided a police report all supporting my claim. My rights are being violated and if this issue does not get fixed immediately I will pursue legal action against this company in 10 days

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** BBB complaint, which involves his concern that the loan on his account was not authorized.
  
  Affirm records indicate that Mr. ******** Rooms to Go loan (ID ********** was processed on September 7, 2022 in the amount of $1,153.45. **************** agreed to make six monthly installment payments of $145.24 and the loan APR is *****%. A down payment of $353.45 was required, which was submitted by Mr. ****** on September 5, 2022. No further payments were made to date, and the loan became more than 120 days overdue. The loan was then charged off on February 12, 2024. 
  
  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  On February 8, 2024, **************** contacted Affirm to report his Rooms to Go loan as unauthorized. As a result, an unauthorized activity claim was escalated for further review. **************** provided documentation to support his claim on the same day. On February 20, 2024, a member of Affirm's Account Safety team advised **************** that he would remain responsible for the balance of his loan. The Affirm agent advised that this decision was final unless **************** could provide new evidence to support his claim. In the event that **************** can provide new evidence to support his claim, he may do so by emailing ***************************************. 
  
  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. At this time we have confirmed that all credit reporting is accurate and will respectfully decline ******************** request to remove reporting for loan K0DU-ZQX7.
  
  
  In the event that Mr. ****** has any further questions or concerns, we encourage him to reach out to Affirm via *************************************************************************.
  
  

• 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.

  I downloaded the app around 1/8/24. I did not make any purchase or get a loan. I had a deposit put into the account and that's it. On 1/18/24 my account was frozen. I called to have it reopened, answered all the questions to prove who I am just to get no answers. On 1/24/24 I got a message that my money, $4,008.10 was reversed from my checking account into my savings account by me. I did not move that money and if my account is frozen, how did that money get moved? I called affirm and got no answers. They wouldn't even tell me my account balance. I don't know what to do to get my money out of my account. This has to be illegal somehow. I need help.

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves his concerns regarding his Affirm Savings account. 
  
  ********************** records indicate that ****************** opened his Savings account with ********************** on January 8, ****. On January 16, ****, ****************** initiated a deposit of $4,008.10 into his Savings Account. However, this deposit was unsuccessful  and was returned to his account as a result on January 23, ****. Affirm would like to apologize for any inconvenience that this may have caused. On January 17, ****, ********************** Savings Account was frozen.  Once the review of ********************** account has been completed, he will receive a follow up from Affirm regarding any necessary next steps.  
   
  Affirm would like to apologize for any inconvenience that this may have caused. ********************** patience is appreciated while Affirm completes a review of the account. 
   
  Affirm may temporarily freeze an account for various security factors, including the activity on the account and the verification of the source of funds. In accordance with Affirm's Deposit Account Agreement under Section "Restricting Your Account; Blocking and Delaying Transactions", Affirm may decline or prevent transactions to an account for safety concerns.
  
  At this time, ********************** Affirm account has also been marked as experiencing unauthorized activity. In order to regain access to his account, ****************** must complete the account recovery process. On February 21, ****, ****************** was sent a secure verification link to proceed with his account recovery. Through the secure link, ****************** is asked to follow the instructions to securely upload a photo of his government-issued ID, as well as a photo of himself to verify his identity. Once this is completed, ****************** can expect to receive a response from Affirm's Account Safety Team within 3-5 business days. 
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 02/22/2024

  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:02/07/2024

  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've been trying to get my money back from a purchase that I never received Affirm seems to be doing nothing about it I purchased on 10/22/2023 I asked for my money back on 11/19/2023 they did nothing about it and closed my claim so I opened another one on 11/19/2023 uploaded all necessary files and still nothing was done about it I recently filed with the *** fraud division sent a copy to my affirm account still no contact I talked with supervisor on phone and after that my claimed was closed again I then open another one and was denied cause it was pass the 60 days I need help with this

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which involves his concern that he has not received the product associated with his Affirm loan. 
  
  Affirm records indicate that ****************' ****** loan (ID ********** was processed on October 24, 2024 in the amount of $509.00. **************** agreed to make 12 monthly installment payments of $46.86 and the loan APR is *****%. **************** has made three payments of $46.86 towards the loan. 
  
  **************** initially reported an issue with his loan on November 19, 2023 via Affirm's ************ On the same day, a member of the Affirm ************* team sent **************** a request for more information through Affirm's Secure Messaging Portal. However, no response was received and the case was closed as a result. **************** again contacted Affirm to request assistance with his order on January 22, 2024. At this time, the ************* team advised **************** that his loan was outside of the 60-day dispute window. Affirm would like to apologize for any inconvenience that this may have caused. As **************** did not receive his product, his loan is eligible for a courtesy dispute. 
  
  On February 22, 2024, the Affirm ************* team reached out to the merchant and **************** to request information related to ****************** order. Affirm will allow both parties 15 days to provide a response before reviewing the available information and making an adjudication. **************** is encouraged to provide any additional information related to his order by responding to the message sent via Affirm's Secure Messaging Portal. 
  
  While ****************' claim is investigated further, he will remain responsible for the balance of his loan. Once the investigation is completed, **************** will be advised of Affirm's adjudication via the Secure Messaging Portal. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.
  
  

• Initial Complaint

  Date:02/07/2024

  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 refund was to be issued by the merchant on 1/18/24 from a purchase made on 1/16/24. They have yet to refund money even though I have filed disputes

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** BBB complaint, which involves his concern that he has not received the refund he was expecting towards his Affirm loan. 
  
  Affirm records indicate that **************** confirmed a loan for a purchase with Enchanted Fairies - in Store (ID ********** on January 17, 2024 in the amount of $5,136.00. **************** agreed to make 24 monthly installment payments of $269.18 and a loan APR of *****%. No payments were made towards this loan before it was refunded by the merchant in full on February 14, 2024. It appears that there was a delay between the merchant confirming a refund was due for ******************** order and their processing the expected refund towards ******************** Affirm loan. Affirm would like to apologize for any inconvenience that this delay may have caused. 
  
  At this time, **************** is no longer responsible for any payments towards his loan. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  Company is a loan business. Said that once i put a down payment, I can use a virtual debit card to make purchases. Have been thoroughly *unable* to make any but small purchase (around $20), when loan was intended for *$400*.Have contacted company many times. FIrst, was to get information on supposed transactions for verification. Called twice for this purpose and was lied to twice on each call about the amount of the verification transaction amounts.Third call was to cancel the loan/refund the balance, and they just refused.

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves his concern regarding his Affirm Virtual Card loan. 
  
  Affirm records indicate that ********************** Virtual Card loan for a purchase with Mercari was processed on February 7, 2024 in the amount of $393.00. ****************** agreed to make 6 monthly installment payments of $36.27 and a down payment of $196.50. ****************** successfully completed this down payment on February 4, 2024. On February 14, 2024, the unused portion of ********************** Virtual Card funds were refunded towards the loan balance in the amount of $372.54. ****************** was refunded in the amount of $176.04 on the same day.  
  
  It appears that the merchant attempted to authorize several smaller transactions on the Virtual Card associated with ********************** loan, rather than process a payment for the order related to his order. It was not until February 8, 2024, that the merchant captured funds totaling $369.98. This amount was then refunded on February 10, 2024 and the card was not used any further. Affirm would like to apologize for any confusion that this process may have caused. Affirm Virtual Cards are intended for a one-time use, within 24 hours of the loan being processed. This will allow the merchant to capture the funds for a customer's desired order. 
  
  ****************** is no longer responsible for any further payments towards this loan. He may log into his Affirm account online or through the app to view his current loan details. 
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  Date of Transaction: 10/23/2023 Amount of money paid: $632.29 Business commitment: Commitment to transparency and putting people first Nature of Dispute: I returned the item to the merchant due to a misleading advertisement of the product. When the product arrived and was assembled, it was then that I realized the product was not the size that the merchant stated in the ad. I immediately contacted the company who offered a service that would disassemble, pickup and return the item to the merchant. After the item was picked up and shipped, I contacted Affirm and provided all the necessary documentation that displayed proof of return. After opening a case and reviewing the documentation/proof, affirm still went in favor of the merchant. I contacted affirm again, spoke with a supervisor who reviewed the documents again and stated she would have the case reopened. With all of the proof submitted, I do not understand why it is taking 4 months to resolve this issue. Account/order/tracking number: (Please review attachments)This ad was seen and purchased on Walmart.com website.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ************** BBB complaint regarding a return she made for an item that was not what she expected, and the refund has not been applied for the return. 
  
  Affirm's records indicate that loan7C8H-VS2N was processed on October 23, 2023 for a purchase with the merchant, ******** in the amount of $632.29. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $35.35 due on the 23rd of each month.
  
  She first contacted Affirm on December 1, 2023. She called to inform Affirm that the bed was returned back to ******* on November 8, 2023. Affirm had received evidence from her to support her claim on December 1, 2023. Affirm followed up with her on December 1st and December 28th, 2023 requesting further details to be able to work on a potential dispute.  
  
  We did receive her invoice from 5th ******************* *** that showed they picked up the bed and shipped it on November 10, 2023. If she has more information from 5th ******************* *** confirming the item was successfully received by ******** she can send the evidence to ************************************** and reference case number 24434345. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment. 
  
  We apologize for any frustration this may have caused. In the event that she has any further questions, Affirm encourage her to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21260766
  
  I am rejecting this response because:

  The document that you claim I did not submit was already submitted last year. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity in responding to ***************' BBB rebuttal complaint. Affirm has reviewed her complaint which states her concerns with a refund towards loan 7C8H-VS2N.
  
  On February 27, 2024, the merchant provided a refund in the amount of $500.07 to settle the loan balance. Affirm refunded the amount of $70.70 back to her original payment method which was the balance she previously paid minus the accrued interest.
  
  As a courtesy, on March 1, 2024, Affirm refunded the remaining $41.40 she paid towards the loan back to her original payment method. We ask for ************** to allow 3-10 business days for these refunds to process.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/07/2024

  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 purchase item online with ******* the item was delivered damage I received refund of ****** back to the company Affirm which is a loan company I contact the company Affirm and ask them why I have a balance and it was actually paid out all I want is my account closed they dont want to closed my account I dont owed them anything.

  

  Business Response

  Date: 02/26/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint regarding wanting to close her Affirm account.
  
  
  **********************'s records indicate that loan W6H5-3LS3 was processed on January 22, 2024 for a purchase with the merchant, ******** in the amount of $217.58. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $40.15 due on the 22nd of each month.
  
  
  Affirm received contact from her on January 31, 2024 and on the same day we requested that she please send evidence to further review and investigate her claim. Affirm did not receive any evidence from her.
  
  
  On February 4, 2024, ******* processed a full refund to the loan for $217.58. On February 12, 2024, **************** called Affirm asking for the account to be closed. At the time of the call the Affirm agent advised correctly that due to the final transaction on the loan being February 4, 2024, we must wait 30 days from that date to be able to close the account. That would put the account on March 4, 2024, to be closed.
  
  
  If she calls on March 4, 2024, Affirm will be happy to help her close her account.
  
  
  We apologize for any frustration this may have caused. In the event that she has any further questions, Affirm encourage her to reach out to Affirm via ************************************************************