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

  
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  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:02/05/2024

  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 got married in September of 2023. My last name changed, and so I began the process of changing my name with all financial accounts. When I contacted Affirm the first time, in October of 2023, I called their help line (as instructed to do by thier website) and was told that I would be getting a link to send in verification of my name change. I never recieved a link for verification, so I originally thought they must have verified it by running a credit check or something similar. However, when I went to purchase something with my Affirm account, I was told I could not make a purchase because they could not verify my identity. My account at the time showed I had roughly 1300$ available balance. I called again, and talked to a very nice woman who got the link resent to me, this time I recieived it. This happened in Novemeber of 2023. I followed the link that day and took a picture of my updated **, but after I uploaded the ** it didn't go to a "submission complete" or any type of "you're good to go" screen, so I called them back.A man answered this time, who was very unhelpful and clearly had no undertsanding of what I was asking him, which was only to check that they recieved my **. I asked him 4 times to verify if they got my updated **. The first 3 times he responded by asking me about the weather, about how my day is going. When I repeated my question again, he finally said, "Yes ma'am, we have it." I was confused on why he was giving me the run around but I conceded because he had finally given me an answer.The woman I had talked to before him had told me it would take up to 7 business days for my name to be updated and me to be able to use my available balance again, which I was okay with.However, over two weeks later my name had still not been changed in their system and it showed my request as a closed request. My account now shows no available balance even though I haven't been able to use it because they can't verify my identity. I'm at my **** end.

  

  Business Response

  Date: 02/20/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** BBB complaint, which involves her concerns that the name appearing on her Affirm account had not been updated per her request. 
  
  Affirm records indicate that ******************** name was successfully updated on January 5, ****. Affirm would like to apologize for the delay in processing ******************** request, and for the vague information that was provided to her by an Affirm agent regarding the update process. **************** initially reached out to Affirm to request that her name be updated on October 24, 2023. As a result, **************** was sent a verification link to proceed with the requested update on October 30, 2023. The necessary verification was not successfully completed, so Affirm was unable to proceed with ******************** requested update. A new verification link was sent to **************** on November 23, 2023, which was successfully completed. 
  
  **************** reached out to request the status of her requested update, but was not provided with any timeframe within she could expect the update to be processed. At this time, Affirm can confirm that the ******************** name is reflecting accurately. She may proceed with the application process to determine her eligibility to finance with Affirm. In the event that she continues to receive declinations due to her identity, she may contact Affirm via the *********** below to request that her account be reviewed further. 
  
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 02/20/2024

  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:02/05/2024

  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 December 27, 2023 I placed an order. Order # ******. Loan ID ********* . The total amount was $643.98. The item was delivered on January 25, **** and returned the following day. I was issued a full refund.I am now receiving emails and texts, asking for a payment of $27.15. I waited on hold for over 30 minutes on 3 separate occasions.

  

  Business Response

  Date: 02/20/2024

  Thank you for the opportunity to respond to ******************' BBB complaint. Affirm has reviewed ******************' complaint, which involves her concern that she has not received a full refund for the returned product associated with her Affirm loan. 
  
  Affirm records indicate that ******************' ***** Diamond loan (ID ********** was processed on December 29, 2023 in the amount of $643.98. ****************** agreed to make 12 monthly installment payments of $58.43 and the loan APR is *****%. ****************** has not made any loan payments to date. On January 24, ****, the merchant issued a partial refund of $624.49 towards the loan. 
  
  On January 29, ****, ****************** contacted Affirm to report that she was expecting a full refund for the product that was returned associated with her order. The responding Affirm agent encouraged ****************** to provide documentation to support that she is due an additional refund. ****************** provided a screenshot showing that her order was returned on February 10, ****. Affirm has not received any documentation showing the refund amount that ****************** is expecting for her return. Per the merchant's return policies, shipping and appraisal costs are not refundable. This may be the reason that ****************** has not received a refund for a portion of her order. 
  
  At this time, ****************** is encouraged to contact Bliss Diamonds directly to inquire if she is due any further refunds for her returned order. It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  ****************** is asked to provide any documentation confirming that she is due a further refund by emailing the Affirm ************* team at *****************************************************************. Once this information is received, Affirm will investigate ******************' claim further. In the meantime, ****************** will remain responsible for the balance of her loan, unless the merchant issues a further refund. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to ****************************************************************;
  
  

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21248782
  
  I am rejecting this response because:  I have spoken with Bliss Diamond NUMEROUS times.  They have a 30 return policy.  Nothing on their website states the customer does not get a full refund.

  i owe nothing.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/26/2024

  Thank you for the opportunity to respond to ******************' BBB rebuttal, which involves her concern that she is due a full refund for her returned product. 
  
  As stated in Affirm's previous response, the merchant associated with ******************' Affirm loan, Bliss Diamond, states on their website that shipping and appraisal costs are non-refundable. This information is found on the merchant's website here: ************************************************; ****************** is encouraged to contact Bliss Diamond directly to determine if these costs constitute the remaining balance of her Affirm loan. 
  
  Please note that Affirm simply manages the financing purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies. If the merchant confirms any applicable refunds, they will be processed towards the loan and ****************** will be notified.
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21248782
  
  I am rejecting this response because:  No where on the Bliss Diamond website does it say you do not get a full refund.  In addition, this item was return LESS than 24 hours later.  The receipt attached clearly states I was refunded IN FULL.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/05/2024

  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 am constantly trying to get this resolved while Affirm continues to provide no updated information nor help. I have contact Affirm numerous times via email and phone and all they say is someone will contact me, this has been for the past 2/3 months no one from Affirm has ever contacted me regarding this. Affirm claims I owe $2449 towards a debt for an item I told them I never received, since affirm refuses to respond to anything I had to raise a claim with who they says is my current debt collector "January". That claim has since been resolved since 12/22/23, I received an email from January stating that as of of 12/22/23 January will no longer attempt to collect on this account on behalf of **********************. Anymore questions contact affirm, which I have done and I have never got a response from them since last year. I am aggressively trying to fix my credit as I don't have a car right now so I really would like to push this issue to be solved and off my credit asap

  

  Business Response

  Date: 02/20/2024

  Thank you for the opportunity to respond ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern that his credit is being negatively impacted by a loan that is associated with a product he did not receive. 
  
  Affirm records indicate that ****************** ************************* loan GDTK-MQB7 processed on December 20, 2021 in the amount of $2,400.00 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $165.86 on the 20th of each month. 
  
  The payment originally due on March 20, 2022 was never satisfied. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirm's third-party collections partners. As a result, this loan was charged off on July 19, 2022. The loan had been retracted from ********** and was being held by ******* Technologies. 
  
  On December 27, 2021, ************** reached out to Affirm to report that he had not received the package containing his order despite the shipping information stating that the package was delivered. Affirm opened an official dispute on December 29, 2021 to investigate ****************** claim further. 
  
  The merchant followed up with Affirm and advised that they had conducted an investigation with ***** and found the package to be delivered successfully. Please understand that Affirm simply manages the financing of a customer's purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the customer's order.
  
  As a result, ********************** resolved the dispute involving ****************** loan in favor of the merchant on ******* 31, 2022 . ************** was advised that he would remain responsible for repayment. 
  
  ************** called Affirm twice on December 22, 2023, in regard to receiving communication that ******* Technologies was no longer collecting on the loan and ************** should contact Affirm for additional information. ************** asked who he needed to speak with in order to see what the status of the loan was. Affirm would like to apologize that the Affirm agents did not provide ************** with the specific details that he had requested. 
  
  ************** forwarded an email that he had received from ******* Technologies to Affirm on December 22, 2023, showing that ******* advised  that they were no longer collecting on his loan and to contact Affirm for further details. ************** called Affirm on ******* 26, 2024 to request an update. The Affirm agent provided ************** with the same details that had already been provided in *******'s previous  email. 
  
  Affirm would like to apologize for the misinformation and lack of details provided on the December 22, 2023 and ******* 26, 2024 calls. Moving forward these agents will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  In reviewing the loan again Affirm confirms the loan is being held with Affirm. In order to make payments towards the loan, ************** may call Affirm and an agent will be happy to assist with making payments. Once the payment is made it will take one business day to reflect on ****************** Affirm account. ************** may call Affirm at **************. Affirm agents are available 7 days a week from 7am - 10pm CT.
  
  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 Affirm's Terms of Use and Privacy Policy as well as ****************** Loan Agreement which he consented to and approved when he obtained Affirm's loan. More information on Affirm's Terms of Service can be found here: [**************************************]
  
  Affirm therefore respectfully declines ****************** request to remove this loan from credit reporting. In the event that ************** has any further questions, he is encouraged to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:02/04/2024

  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.

  Working with Ring on a purchase, they offered to split the payment over 6 payments with no interest charges and would bill my credit card for 5 more payments. I read the t&c's carefully and there were no charges, penalties, or interest listed. There was no TLD to be found. No where did it mention setting up an ACH for future payments. That would have been a deal breaker. Started getting emails saying payment was due. Called up and went through a lot of aggravation to get to a rep who stated the charges would automatically go to my credit card. Then on Sunday, I got an email saying it was past due. Called again and went through extreme aggravation as their representatives are foreign with very little grasp of communicating in English. They simply read off a screen and cannot make decisions or answer anything. When you ask for a manager, they claim they don't have one. They said they couldn't take a credit card, they want a debit card. They said to contact **** to have the charge reversed. Ring said Affirm was to take CC, call Affirm. Both trying to lay blame on other. I want Affirm to 1. Charge my CC on the payment dates as agreed. 2. Charge the full amount to my CC. 3. Reverse the entire thing and I will pay Ring. I did not agree to changing the payment method. I also did not agree to ACH, Debit card, or doing business by text.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his frustration with Affirm's acceptable methods of repayment and his request of a refund towards a loan.
  
  Affirm's records indicate that on January 2, 2024, ************ obtained loan 14WQ-XN3D for a purchase with the merchant, Ring in the amount of $742.30 with loan terms of 0% Annual Percentage Rate (APR) and six monthly payments of $123.72.
  
  On February 4, 2024, ************ contacted Affirm voicing his displeasure that Affirm would not accept payments via credit cards towards the loan and requested for the loan to be refunded. Affirm sent him an email advising him to contact the merchant with regards to any refunds that *** be owed.
  
  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 once confirmed by a merchant.
  
  Before confirming the loan, ************ agreed to Affirm's Terms of Service which outlines acceptable methods of payment under Section 3.3 Repayment Methods"You *** use one of the acceptable methods of payment set forth in your relevant loan agreement to make one-time transactions to pay your account as payments become due or you *** set up automatic account payments." 
  
  As noted in the Truth in Lending Agreement for loan 14WQ-XN3D the accepted payment methods are: (1) debit card, (2) ACH transfer, or (3) check. ************ can access his Truth in Lending Agreement by  logging in to his Affirm account, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan.
  
  Affirm apologizes for any frustration this situation *** have caused ************. In the event that he has any further questions, we encourage for him to reach out to Affirm directly via email.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21245746
  
  I am rejecting this response because: I read the information available at the time of purchase, there was no indication that future payments would be by any specified method. Therefore it would only be assumed that it would be with a credit card. The company AFFIRM has not reached out to me to discuss this matter. The company AFFIRM has acted in bad faith by bait and switch. The company AFFIRM committed fraud by deception by not disclosing up front that ACH would be the required payment method. The company does not have anyone that answers the phone that is capable of comprehending English and responding or being empowered to resolve the issue. They put the blame back on Ring. **** puts the blame on Affirm. **** says you can make payments by credit cards. Affirm says you cannot make payments by credit cards. Yet Affirm DOES TAKE PAYMENTS BY CREDIT CARDS for other loans and it is even an option on the drop down until I select the loan. Even Affirm's on agent said that I should be able to make payment by credit card and they don't understand why it doesn't allow it. One suggestion is the length of time might be why cc is not allowed. Then CHANGE THE LENGHT OF TIME. I would never agree to give Affirm access to my checking account in ANY WAY, SHAPE, OR FORM. Affirm is dishonest and irresponsible or they would have someone with knowledge and capability to take ownership of the problem and correct it. If they don't, I will be filing a complaint with the **** AG, and CPB.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity to respond to Mr. ***** BBB rebuttal, which involves his concern that Affirm does not accept credit card payments towards his Affirm loan. 
  
  As stated in Affirms previous response, ************ agreed to Affirm's Terms of Service which outlines acceptable methods of payment under Section 3.3 Repayment Methods "You may use one of the acceptable methods of payment set forth in your relevant loan agreement to make one-time transactions to pay your account as payments become due or you may set up automatic account payments." As noted in the Truth in Lending Agreement for loan 14WQ-XN3D the accepted payment methods are: (1) debit card, (2) ACH transfer, or (3) check. 
  
  Similar to paying off a credit card, mortgage or other type of loan with other lenders, Affirm doesn't accept credit cards to pay for most Affirm loans. While Affirm encourages customers to add a debit card or ACH account to repay their loans, certain product offerings do include the ability to pay by credit card. If loan is eligible for credit card payments, this option will be available within the payment page. 
  
  ************ can access his Truth in Lending Agreement by logging in to his Affirm account, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. Affirm apologizes for any frustration this situation may have caused ************. 
  
  In the event that he has any further questions, we encourage for him to reach out to Affirm directly via email.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21245746
  
  I am rejecting this response because: It is a complete lie, the terms were not available that said anything about paying with ACH. It is a complete lie that the T&C's are available disclosing that even to this very point. It is a complete lie that Affirm does not take cc for payments on their accounts. They have confirmed to me that they do take credit cards on their loan payments, as long as they are of a certain length such as 4 payments or less. I offered to pay in full or to pay in a 3 payment term. Affirm was not willing to change the loan to a shorter amount to avoid a fraud complaint. I have returned all merchandise and I expect my money to be returned that was initially paid and this account removed from my credit file.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/04/2024

  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.

  -Affirm Loan ID : ********* -The amount of money paid : $973 -Affirm authorized the payment to a fraud online store without checking any credibility. Affirm is the only payment method from this online store and they are connected each other to make a transaction. While Affirm promised optional monthly payment schedule, the online store frauded the buyer like me to find the scam only month later, while they are getting paid from Affirm instantly. -Online scam and Affirm payment fraud - I called Affirm but the customer service doesnt know anything about the online store. He said the money was paid to careysjewelry.com, which I have no clue what they are. I filed a claim to Affirm and in waiting for a response. -History of transaction:Jan. 29, ****: Placed an order for Thule boxes for total $973. From ********************************************** ***********************************************. . ? PHONE: *************** Jan. 29, ****: Affirm confirmed the transaction. Jan. 31, ****: Called and sent emails to ************************* *************************** to request the order tracking. No response. From the website contact info, called the number, but it's not belong to the online store. I also checked their address. The address was belong to a trailer store in PA (pinehilltrailer.com) . Their claimed address is actually belong to *******************************************. (PINEHILLTRALERS.COM VS PINEHILLTRAILERS.COM) Feb. 1. ****: called Affirm to report the issue. The rep asked me to file a claim. He also said the money was paid to **************************. I have no clue what this vendor is. Feb. 1. ****: I contacted the email at the ************************** to find out. No response. As of Feb. 4, ****, there's still no response. At this point, I feel this is a fraud site and Affirm has been frequently used for the scam. I can't believe how Affirm can approve this type of transaction.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity in reviewing **************** BBB complaint. ******* has reviewed his complaint which states his request of a refund towards his loan by a merchant.
  
  Affirm's records indicate that on January 30, ****, ************ obtained loan 1D52-YGIY for a purchase with the merchant, Care in the amount of $973.00. ************ agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $324.33.
  
  On February 4, ****, ************ contacted Affirm requesting for the loan to be refunded and indicated that the merchant was being unresponsive in his attempts at contacting them for a refund. Affirm sent him an email indicating that his request would be reviewed to determine if a refund was owed to him.
  
  Please be advised that 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 the loan once confirmed by a merchant. Affirm will contact ************ directly when the dispute comes to a resolution.
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any questions in the interim, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:02/04/2024

  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.

  Sure, I can try to reword your message. Here is a possible way to say it:I am writing to challenge a late payment entry on my credit report for my Affirm account. I think this entry is incorrect. Here is why:I made my final payment on January 7, 2020, which was 16 days past the due date, but not 30 days late.On January 7, 2020, I got an email from Affirm about my late payment. I paid off the whole loan that day. But they still reported to all 3 credit bureaus that I was 30 days late.

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with the credit reporting of her Affirm loan.
  
  Affirm's records indicate that loan 0SYI-RGH0 was processed for $572.00 on July 22, 2019, for a purchase with Expedia. The agreed upon repayment terms of the loan were 12 installments of $55.76 at an APR of *****% and payments due on the 22nd of each month.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent.
  
  The payment due towards loan 0SYI-RGH0 on November 22, 2019, was not received in full until January 6, 2020. Making it more than 30 days overdue.
  
  The payment notification included in ******************** BBB complaint is related to the payment of $55.76 received on January 7, 2020, which satisfied the payment due on December 22, 2020. This payment did not satisfy the remaining balance of the loan.
  
  The final payment towards loan 0SYI-RGH0 was received on July 20, 2020, when Affirm received a payment in the amount of $55.74. While the reporting for the loan had updated to reflect the paid status, the history of late payment will remain.
  
  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. Additionally, Affirm would like to note that at this time, Affirm only reports repayment information to Experian.
  
  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 0SYI-RGH0.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:02/03/2024

  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.

  Paid off account with **********************, 01-30-2024,on 02-01-2024 I received a text message saying I had just made a Amazon purchase of$****** on 01-30-2024, which was not me, I called Affirm and notified Affirm of this fraudulent charge, which is easy to verify through Amazon purchases, made, and havent gotten anywhere to straighten this matter out with Affirm,I have been charged ******

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concerns that an Affirm loan was obtained in his name, without authorization.
  
  Affirm's records indicate that loan ****-1IFS was processed on for a purchase with Amazon on February 1, ****, for $132.84. The repayment terms of the loan are 3 installments of $46.23 at an APR of *****% and payment due on the 1st of each month.
  
  On February 1, ****, Affirm received phone contact from ************ where he expressed concerns that the loan was obtained without his authorization. The assisting Affirm agent informed ************ they would be forwarding a case to the appropriate team for review. ************ was also sent a follow up email on the same day confirming his account had been flagged for suspected unauthorized activity.
  
  On February 15, ****, Affirm's Account Safety team sent ************ an email informing his that based on their initial investigation they had determined ************ would remain responsible for repayment of the Affirm loan. This email also explained that Affirm understands there may be instance where we are missing information that would aid in the investigation process. For that reason, ************ was encouraged to complete Affirm's webform consumer protection affidavit, via Affirm's ************ This will allow for a complete and comprehensive investigation with the added benefit of **************** input and information.
  
  Once a completed affidavit is received, Affirm will reopen investigation and notify ************ of the outcome within 30 days. ************ can complete the webform affidavit by navigating to the following link: ************************************************************************************************************
  
  Please know that Affirm takes these claims very seriously and appreciates **************** cooperation throughout the investigation process.
  
  
  In the event that ************ has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21241869
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************, when I called Affirm, this is not what I was told, I was told at the very same time I paid off the loan someone had just made a purchase using my name and account ,And now, in retaliation to me, reporting them to the Better Business Bureau, They have sent me a Message threatening to harm my credit, if I do not pay, which I have never been late, and in fact, paid off all loans for due date, Affirm not good people to do business with from my personal experience

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal, which concerns his unauthorized activity claim.
  
  Affirm records indicate that ************ was not recently sent any overdue payment notices to his email address or phone number on file. Please note, late payments may impact a customer's ability to finance with ********************** is in the future. Additionally, late payments may be reported to Experian if they are more than 30 days overdue.
  
  In order for **************** unauthorized activity claim to be reviewed further, he is asked to complete an affidavit to provide more information related to this claim. Once a completed affidavit is received, Affirm will reopen investigation and notify ************ of the outcome within 30 days. ************ can complete the webform affidavit by navigating to the following link: ************************************************************************************************************.
  
  In the event that ************ has any further questions, we encourage him to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:02/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of credit fraud, There are thousands of dollars in accounts opened in my name and there are currently 5 closed accounts from affirm in my name, My wallet was stolen containing my id, social and bank cards. My phone was stolen as well. I ask you to please remove these accounts from my credit file

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding the unauthorized activity on his account.
  
  ********************** records indicate that Mr. ****** loan DKXM-3IOL processed on February 21, 2023 in the amount of $522.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of  $52.44 on the 21st of each month. There was a partial adjustment on February 17, 2023 for $87.15. On July 20, 2023 loan DKXM-3IOL  was charged off after having an overdue balance for 120 days.
  
  Loan H6OG-PQG6 processed on January 18, 2023 in the amount of $375.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of  $37.67 on the 18th of each month. There was a partial adjustment on January 17, 2023 for $4.46. On July 17, 2023 loan H6OG-PQG6 was charged off after having an overdue balance for 120 days.
  
  Loan BHAB-DBXU processed on December 27, 2022 in the amount of $540.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $54.25 on the 27th of each month. There was a partial adjustment on December 23, 2022 for $2.98.  On July 26, 2023 loan BHAB-DBXU was charged off after having an overdue balance for 120 days. 
  
  If ************** believes this loan was unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, ************** can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at ******************************************************************************
  
  Please note that ************** will need to provide Affirm with some of his personal identifying information in order to initiate an investigation into his claim. This may include his first and last name, date of birth, phone number, email address, and social security number. Affirm requires this information so that we may verify that we are speaking with the account holder or so that we may use this information to investigate who opened the account if it was not  **************, as he has stated.
  
  Additionally, we have escalated ****************** claims of unauthorized activity to the proper team for additional investigation. 
  
  Until Affirm is able to determine whether or not this loan was unauthorized, Mr. *********** remains responsible for repayment of the loan. In the event that ************** has any further questions, we encourage him to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:02/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really like the service offered. As a matter of fact its my favorite account. The problem is ***** order was never made on my profile and it says pending. ***** says there is nothing they can do because they didnt take any money. So I tried calling and spoke to rep who said call *****. It needs to be removed and the $6.00 returned to my account. Thank you

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed her BBB complaint, which concerns her expected refund for a canceled order associated with her Affirm loan. 
  
  Affirm records indicate that ************ confirmed a Virtual Card loan (ID ********** to be used at ****** in the amount of $60.00 on January 1, ****. ************ agreed to make three monthly installment payments of $19.09 and a down payment of $6.00, which was submitted on January 1, ****. The loan APR is 35.97%. 
  
  On January 17, ****, ************ contacted Affirm by phone to report that the order had not been processed successfully, and she was expecting the loan to be voided as a result. The responding Affirm agent advised that as the merchant held a pending charge on the Virtual Card associated with the loan, the loan could not be voided. The agent advised that ************ should wait for the merchant to release this charge. 
  
  Upon reviewing the loan details, the charge was released on January 24, ****. Affirm would like to apologize for the delay in voiding **************** loan. The loan was successfully voided on February 15, ****. As a result, ************ is no longer responsible for the balance of her loan. Additionally, her down payment of $6.00 has been returned to her original payment instrument. 
  
  In the event ************ has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/16/2024

  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. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2024

  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.

  In previous transactions, your purchase price plus interest are provided and terms are selected. Example: if your purchase is $300 dollars and your interest is $25 dollars, you select terms of 12 months. Your monthly payment is $27.08 this does not change. You are shown 2 numbers. Your balance and the payoff. The balance and payoff decreases as you pay down your balance. As of 2024, the balance decrease as you pay, but the payoff balance increase. Affirm is now changing the agreed upon contract to add daily accrual interest. They have found a way to add an addition 5 to 20 dollars to your charge. Affirm has broken the agreed upon contract by adding additional interest. Clients have not been properly notified that their policy has changed and although your balance has the interest added to it, additional interest is being added daily.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that Affirm has changed its procedures involving how interest is calculated. 
  
  Please note, Affirm has not update how interest accrues towards customers' loans. Per the signed Truth in Lending agreement that is agreed to before a loan is processed, "This is a simple interest loan, which means that interest accrues daily on the unpaid principal balance, up to the amount of the Finance Charge, until you pay the loan in full." To that end, interest is accrued on a daily basis through the term agreed to at the time of a purchase. Customers will never pay more interest than what is agreed to in their loan terms. If a loan is paid off early, customers will pay less in interest overall. 
  
  If **************** would like more clarity regarding the balance and payoff amounts she is seeing within the Affirm app or online, she may provide screenshots by emailing *************************************** for the team to review her concern further. The balance showed in the app is the remaining amount that the customer would pay if they made payments according to the loan terms that were agreed to at the time of their purchase. The payoff amount is the amount that the customer would pay if they wished to pay their loan balance off in full on that particular day. This amount changes from day to day due to the interest accrual, if a loan includes interest in its loan terms. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************************;

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21240679
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************