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:02/03/2024

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

• Initial Complaint

  Date:02/02/2024

  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 made a purchase with the Shop app in mid December (Shop is an affiliate of Affirm and the account itself is listed with Affirm.com). One of the more expensive items in the order was a necklace which turned out to be of poor quality and the stones within it a fake. I reached out to Turquoise Canyon who refunded the item promptly, which then left the refund with Affirm.Traveling outside of the US at the time that the refund was processed by Affirm it hit my card, which at the time was turned off due to my traveling. Affirm never re-attempted to return it to my card and have since been in a battle with them for coming up on a month now to get a refund.Their support team keep telling me (when I call) that they have "Escalated" my issue and opened a ticket. To which then I am told it will take 3-5 days for a response. This has happened three times now with three different people.They refuse to return it to my card and instead are insistent in refunding me via check - why they can't refund it to my card no one seems to know and I just keep getting the run around.At this point - they need to refund my card. Plain and simple. No check. No more escalations and running me around. They need to give me my money. The refund shows as the following:-$154.40 -$64.80 Total Refund Owed: $219.20

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** BBB complaint, which involves her concerns regarding an expected refund. 
  
  Affirm records indicate that ********************** Turquoise Canyon loan (ID STYI-****) was processed on December 17, 2023 in the amount of $617.60. ****************** agreed to make 4 biweekly installment payments of $154.40 and a loan APR of 0.0%. ****************** made two payments towards the loan of $154.40 each. On January 13, ****, the merchant issued a partial refund of $528.00. As a result, ****************** was due a refund for her previously made payments. Two refunds (of $154.40 and $64.80) were attempted towards ********************** original payment instrument.  However, these refunds were declined by the associated financial institution. 
  
  As a result of the failed refund attempts, a member of the Affirm ************* team advised ****************** on January 18, **** that she would be receiving a refund check to ensure that she received the appropriate refund. A refund check in the amount of $219.20 was issued to ********************** mailing address on January 31, ****. 
  
  In the event that ****************** has not received the refund check, or if she has any further questions, she is encouraged to contact Affirm by emailing ***************************************

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order from a website diamond dynasty hair and used affirm to pay for the purchase. I never received the purchase from diamond dynasty and they stopped communicating with me after multiple attempts and a promise that my order would be delivered in **** business day. I contacted affirm for a resolution and was met with no help! I attempted to file a dispute with an affirm an agent got back with me and told me to fill out a form for a dispute which I had already done. I then filled out another dispute form and got a different agent who asked me to send in evidence and I did send MULTIPLE screen shots of proof. The agent basically told me to keep communicating with diamond dynasty hair who I've already told them won't respond to me at all and my order hasn't even been given a tracking number and from the time frame that is on Diamond Dynasty Hair website (which I showed Affirm) today was the last day they had to deliver my order and affirm is not helping AT ALL!!

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint, which involves her concern that she had not received the order associated with her Affirm loan. 
  
  Affirm records indicate that **************' Diamond Dynasty Virgin Hair loan (ID ********** was processed on January 23, **** in the amount of $491.00. ************** agreed to make 12 monthly installment payments of $49.32, and the loan APR is *****%. No payments have been made towards the loan to date. 
  
  On January 30, ****, ************** contacted Affirm to report that she had not received her product. As a result, a merchant dispute was opened on February 2, **** to investigate her claim further. 
  
  Once a dispute has officially been opened, customers have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claim. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by the customer and determine if the information is substantial enough to dispute with Affirm's payment processor. If the transaction is able to be disputed with Affirm's payment processor, the entire dispute process can take up to 90 days to be completed. 
  
  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.
  
  The evidence due date for ************** dispute is on  February 17, ****. ************** has until this date to continue to provide any relevant evidence to support her claim via email or through the secure messaging portal. Once the 15 calendar day window closes to provide evidence, the Affirm ************* Team will conduct their review of the provided evidence and reach out to ************** directly via email to provide the details of the dispute outcome. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 19, **** I placed an order with Wayfair using Affirm for a total loan cost of $2,205.67. I then made changes to the order, I cancelled a sectional and returned two items. I have sent to Affirm an updated invoice that shows the total amount charged after the cancellation and returns is $887.29 and indeed this is the amount Affirm is showing as used on the loan, however Affirm still has a "pending amount" of $1,295.53 and the loan balance is still the original balance (including the pending amount and the used amount). I have contacted Affirm multiple times and they insist it is Wayfairs fault but ******* has confirmed they settled the refund and that is proven by the invoice I keep sending to Affirm and the cancellation notice I have sent. Affirm refuses to change my loan amount and I can't be held responsible for payment for items I have not received/do not have.

  

  Business Response

  Date: 02/15/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that she had not received the refund she was expecting for a portion of her order that was canceled and/or returned. 
  
  Affirm records indicate that ****************** Wayfair loan (ID ********** was processed on January 24, **** in the amount of $2,206.00. ************** agreed to make 12 monthly installment payments of $221.61 and the loan APR is *****%. To date, ************** has not made any payments towards the loan. 
  
  On January 29, ****, ************ contacted Affirm to report that she was expecting a refund to be applied towards her loan after canceling/returning some of the items in her order. She provided her order invoice stating the updated charges associated with her purchase on February 1, **** via email. However, ****************** loan was unable to be adjusted as the merchant held a pending charge on the Virtual Card associated with ****************** loan. This was advised to ************** by Affirm's ************* Team, and she was encouraged to contact ******* directly to request that the pending charges be released. 
  
  On February 11, ****, ******* released the pending charges that were held in association with ***************** order. As a result, ****************** loan was adjusted in the amount of $1,442.95. In the event that ************** is expecting an further refunds, she is encouraged to contact ******* directly for more information. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:02/02/2024

  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.

  March 2023, I applied for a small loan from Affirm for a "Little Chonk" dog back and at the time, I was denied for this small amount. I was not advised, as promised the reason for the denial. Instead, literally no decision was provided at the time, and it was lead to believe it was a technical issue rather than a credit issue. So, I continued to request, because it was indicated of a technical issue. After at least two attempts, I withdrew and contacted the company whom would or could not advise other than it was a technical issue and suggested I try again. I never received my required denial notice within 30 days. On 2.2.24, 11 months later, I viewed an emails from them ( attached) stating the reason for denial. Since March '23, I have discovered ID Theft and I am currently dealing with that, including locking down my credit. So, naturally when I saw these emails, alarm bells went off. When I Affirm, via online chat (attached) I was informed it was a mistake and empty apologies but they refused to draft a letter stating it was their fault and that they failed to uphold the **** Law, Section ******** | Unlawful discriminatory practice of creditor.**** Revised Code/Title 41 Labor and Industry/Chapter 4112 ************************ which states [in part]: The creditor shall provide the written statement of the specific reason for rejection within thirty days after receipt of a request of that nature. I would like a letter from the company, for my records as I fight ID theft, outlining their error/mistake and that my rights were violated by not informing me of their mistakes/tech issues. Had this been done properly. I could have been notified of my ID theft sooner! I was supposed to get a chat transcript but that also never was delivered to me and it's been an hour.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to ************** BBB complaint which states her concerns with receiving a delayed adverse action notice for a loan that had been declined. 
  
  She first contacted Affirm on May 10, 2023, through our chat service. She spoke with two different Affirm agents that day and in speaking with them she explained a combination of applying for a loan but not receiving a declination that it was not going through as well as showing she had purchasing power but that the loan was not processing. She also mentioned an error code that was coming through but not a denial. 
  
  The Affirm agents provided her troubleshooting tips on how to try in different browsers, delete the cache and cookies as well as trying to affirm applications on her phone. She received the code either way and was asked to send it to Affirm so we could review. 
  
  She promptly emailed Affirm the same day with the screenshot of the error code that she was seeing. On May 12, 2023, Affirm responded to her and advised her that we could see she had been approved for a loan (G840-GO2Z) since the error and that there was no further action for Affirm to take. 
  
  We understand she has concerns with the denial that was previously not sent to her on May 10, 2023. 
  
  Shop Pay by Affirm is required to provide customers with an Adverse Action notice whenever a loan application is declined. This declined loan application was from May 10, 2023. ************** was notified on January 31, 2024 of a technical issue that caused the delay in notification. The January notice was not referring to any recent applications or credit activity. 
  
  We apologize for any confusion or inconvenience this may have caused. In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21237224
  
  I am rejecting this response because: While the facts we have both provided are accurate (your account of the transactions of events and my explanation) during the process, and what they noted clearly indicated that I was actually told, apparently in error, that I was approved, but in actuality, it was denied. They caused unneeded credit hits to my credit report, which was unknown to me then and had been compromised. Had this been appropriately advised, I could have been spared future issues.
  The primary issue is that your company failed to properly inform me of the denial in the 30-day timeframe outlined by the ************* Laws, as previously referenced. That fact was not even addressed in the response. Why is that? Do you not care? Was it not comprehended that you broke **** Law? What will happen in the future to others who may use this service and be unfairly uninformed? This transgression needs to be resolved and action taken.

  
  While I understand technical issues, I am a Web Developer and studying Cyber Security, and things happen, but at the very least, if you identified a technical problem, the customer service person or your system should have been intelligent enough, either by email or the representative I chatted with, that it was possible that it was a false positive and informed that it might have been due to a denial but because of the technical issue it was not certain. This response would have been accepted and given a general consensus of possibility. That was never given as a possible reason, though. If there are no consequences for breaking a credit law that is on the books, why should consumers trust and begin or continue business with your company? It becomes a matter of wrong vs. right and disregard for state laws, creating problems and a lack of trust for companies. 

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

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************' BBB rebuttal, which states her concern regarding the delay in receiving an adverse action notice for her loan application.
  
  As stated in our previous response, this delay was due to a technical error. ************** was sent an email from Affirm on January 31, 2024 after Affirm had identified the error explaining what had happened. 
  
  Affirm was unable to provide ************** with this information sooner as the error had not yet been discovered. As soon as Affirm found and verified the technical error, ************** and other impacted customers were informed. 
  
  Shop Pay by Affirm is required to provide customers with an Adverse Action notice  whenever a loan application is declined. This declined loan application was from May 10, 2023 and the notice was not referring to any recent applications or credit activity.
  
  Affirm sincerely apologizes for any confusion this may have caused. In the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21237224
  
  I am rejecting this response because, AGAIN, there is no mention of the broken **** Law and your resolution to the lack of training on your company's part. What is your team/company doing to prevent this in the future? I will continue to reject the response until you address the **** LAW outlined in the ORIGINAL complaint. Your company needs to promise or address the **** LAW and train your consultants/representatives to better word and correctly advise consumers when or if this happens again. You are telling me the same words grouped in sentences, which does not address the broken OHIO LAW because of a lack of KNOWLEDGE by your company or your workers. So, until you mention the law and a resolution to properly train personnel for these instances, should your "web development/security" issues arise again, your people will be equipped to handle the problem.

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

• Initial Complaint

  Date:02/02/2024

  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.

  Hello, on January 13 **** Affirm fraudulent did a unauthorized charge of ******** from my bank account, after a scheduled regular payment of ***** on January 6 ****, I contacted them immediately after receiving a notice that this transaction had occurred, I was told that they would issue a refund to the card, according to them they tried several attempts, at the time this took placed I canceled the card because it was a fraudulent charge by being unauthorized, so I took the necessary steps to try and protect myself from further issues, so then I was told they would issue a check, then I received an email stating that were not refunding my money, I have contacted this company several times to resolve this issue, I asked them how do anyone make a regular payment one week and then make a large payment the following week, the average person does not make payments in this manner, please advise.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to *****************************' BBB complaint. Affirm has reviewed *****************************' complaint, which states their concerns with a payment made towards an Affirm loan.
  
  Affirm's records indicate that loan ****-HEC7 was processed for $2,495.00 on September 5, 2023, for a purchase with Swing. The repayment terms of the loan were 36 installments of $82.86 at an Annual Percentage Rate (APR) of *****% and payment due on the 5th of each month.
  
  Affirm received the first four payments towards the loan in the amounts of $85.00 between October 5, 2023, and January 5, 2023. The AutoPay feature for this loan was not enabled and all payments were submitted manually.
  
  On January 12, ****, Affirm received a manually submitted payment in the amount of $2,257.29. This payment satisfied the remaining balance of the loan.
  
  ***************************** states in their complaint that this transaction was completed without authorization. However, upon the receipt of this complaint, Affirm has confirmed that the one time payment authorization in the amount of $2,257 was authorized and submitted by ***************************** on January 12, ****.
  
  On January 13, ****, ***************************** contacted Affirm by phone regarding the payment. The assisting agent confirmed the payment had been manually submitted. The agent also attempted to reverse the payment, however the cars was declined and the refund could not be processed. A second attempt to reverse the payment on January 13, 2023, however this attempt also failed due to the payment method being declined. Affirm attempted a third reversal on January 20, 2023, which also failed due to the payment method being declined.
  
  On January 17, 2023, Affirm sent ***************************** a secure message within their Affirm account explaining that as a result of the failed refund attempts, Affirm would need to issue the refund via check. Additional follow up messages were sent to ***************************** on January 20, ****, and February 2, ****, advising that due to the failed refund attempts the funds would be applied to the loan and they would not receive a refund.
  
  Affirm would like to apologize for any confusion or frustration cause by these messages. Upon the receipt of this complaint, Affirm has reviewed *****************************' refund request. On February 15, ****, Affirm sent ***************************** a secure message within their Affirm account confirming that a refund in the amount of $2,257.00 will be sent via check to their mailing address. This communication notes that ***************************** can expect the refund check at their mailing address within 30 days.
  
  Affirm would like to thank ***************************** for their continued patience in this matter.
  
  In the event that ***************************** has any further questions, we encourage them to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 02/18/2024

  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 for efforts,  and your continue work with consumers. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/02/2024

  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 ordered a Roborock vacuum on Amazon on January 4,2024. I decided to separate my payments and use the Affirm option. I clicked on the type of plan I wanted and put in my cardholder information. Recently, I went to Affirms site and I put my phone number in. The site had someone else's name as the account holder. When I was signing up on Amazon for Affirm all it asked for was my information. I called Affirm multiple times. I was hung up on, disconnected and told there was no way for them to take my card number or information off the account that has my number and someone else's name on it. I am now locked out of that account and cannot see my purchase or get my information off that account. I was told ********************** will escalate the issue. I was first told they would call me within an hour. When I called back after the hour was up, I was then told they would email me within 5 days. It is now day 7 and I still have not received an email to resolve the issue.

  

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states she took a loan out with Amazon through Affirm but it is showing up on another customers account. 
  
  ********************** understands Ms. ******* concern. We have requested that her concern be reviewed by our Account Safety  team to see what we can find. At this time, with the information **************** provided within her BBB complaint we can confirm we do not show an Amazon loan under her name. 
  
  Once our Account Safety team reviews they will be in contact with her.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21236374
  
  I am rejecting this response because: the safety team was supposed to contact me 5 days after I called Affirm to get the issue squared away. I called on January 25th and the safety team has yet to contact me to resolve this issue. The information on the other profile with the purchase is my information, except the name is not mine. The payment for my purchase shows payments are being taken out of my bank account. I just want access to see my bill for the purchase I made. 

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

  

  Business Response

  Date: 02/26/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which involves her concern that she is unable to view a loan she recently obtained. 
  
  On February 18, 2024,  Affirm's Account Safety Team followed up with **************** via email to advise that her recent Amazon loan had been inadvertently processed to another account due to her phone number being associated with the previous owner of her phone number. **************** was advised that she would no longer be responsible for the balance of this loan. Additionally, **************** is not able to view the loan details as this purchase was processed on another account. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/26/2024

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