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:11/28/2023

  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 made a purchase through a vendor which comprised of three separate loans with Affirm. I later returned the purchase and it was completely refunded to Affirm, which was how I paid. Two of the loans were refunded, but the third was not. Joybird has confirmed three times that the full refund was posted to Affirm. Affirm insists they did not receive the refund. I have emailed many times, tried to call and never gotten through to an agent, and gone through live chats. Affirm continues to insist they have not received the refund, while ******* has provided documentation that all three loans were refunded. I just want the money that is owed to me.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ******************************* BBB complaint. Affirm has reviewed ******************************* complaint which concerns her expected refund towards her Affirm loan following the associated purchase being returned to the merchant.
  
  Affirm's records indicate that on February 13,  2023, *************************** obtained loan 7BLF-V211 with the merchant Joybird for $561.26. *************************** agreed to loan terms of 0.0% Annual Percentage Rate (APR) and six monthly installment payments of $93.54. *************************** made 6 monthly payments of $93.54 to pay off the loan with her final payment occurring on August 13, 2023. 
  
  On October 4, 2023, *************************** contacted Affirm via chat to report that she was expecting a refund for her returned product. The responding Affirm ******** Care agent advised *************************** that she could initiate a merchant dispute for her claim to be investigated further. *************************** was then asked to provide information related to her canceled order on October 4 and October 5, 2023 via Affirm's Secure Messaging Portal. *************************** provided the requested documentation on October 4, 2023 and again on October 24, 2023. Affirm would like to apologize for the delay in following up regarding ******************************* claim. 
  
  *************************** reached out to Affirm again on November 24, 2023 to provide new documentation of her correspondance with Joybird. ******* advised that there had been an issue in processing ******************************* expected refund, but they had confirmed it was processed successfully. ******************************* expected refund of $561.26 was applied towards her loan by the merchant on November 29, 2023. As a result of this refund, ******************************* previously made payments have been refunded to her original payment instrument and she is no longer responsible for the payments associated with the loan. 
  
  In the event that she has any further questions, we encourage *************************** to contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 12/14/2023

  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:11/28/2023

  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 accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC **** section 602 states I have the right to privacy (15 USC **** section 604a section 2) it also states a consumer reporting agency can not furnish on an account without my written instructions under 15 USCS ****b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ************** complaint, which states his concern that two of his Affirm loans were reported to the credit bureaus without his authorization. 
  
  Affirm records indicate that Mr. ******** StockX loan (ID ********** was processed on May 28, 2019 in the amount of $488.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $46.50 beginning on June 28,  2019. ****************** paid the loan off in full on May 16, 2020. The installment payment due on November 28, 2019 was not satisfied until January 3, 2020. As a result, the loan was at least 30 days overdue. 
  
  ********************** second StockX loan referenced in the complaint, loan ID ********* was processed on April 1, 2019 in the amount of $228.95 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $21.81 beginning on May 1, 2019. ****************** paid the loan off in full on March 4, 2020. The installment payment due on December 1, 2019 was not satisfied until January 3, 2020. As a result, the loan was at least 30 days overdue. 
  
  Affirm has not received any contact from ****************** regarding these loans to date. ****************** has disputed the accuracy of reporting associated with these loans with Experian directly on several occasions. For each dispute, Affirm has investigated the reporting of ********************** disputed loans and found the reporting to be accurate. 
  
  Please note, per the signed Truth in Lending disclosure, Affirm is authorized to report information about Mr. ******** loans to the credit bureaus. These documents have been attached for Mr. ******** convenience. 
  
  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, Affirm has confirmed that all credit reporting is accurate. As a result, Affirm must respectfully decline Mr. ******** request to remove these loans from credit reporting. 
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to ***********************************************************

• Initial Complaint

  Date:11/28/2023

  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.

  Affirm case #******** Stylemyle order #R920706841 DHL case #AWB6692633636 I place an order with the company "Stylemyle" using affirm as my payer. I never received my item and file a dispute with affirm. I provided all documentations to affirm as requested. The documentations were all proof of communication i have had with the seller, and the delivery company (DHL). DHL proof shows that my item was delivered to the wrong address and marked as lost. ********* has not communicated with me since 10/10/2023. Affirm should have been communicating with stylemyle as a payee because i have to AFFIRM loan payments. Affirm closed my dispute and stated I am responsible for the payments, because "DHL has my item marked as delivered" and telling me to contact the seller. the seller is not responding.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states her concern regarding claim that she did not receive the product associated with her Affirm loan. 
  
  Affirm records indicate that ************************ www.stylemyle.com loan (ID ************** was processed on October 10, 2023 in the amount of $546.54 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $54.90 beginning on November 10, 2023. No payments have been made towards this loan to date. 
  
  On October 23, 2023, ********************** contacted Affirm to report that she had not received the product associated with her Affirm loan and had not received any confirmation or communication from the merchant. A request for documentation regarding her claim were sent to *********************** in the Secure Messaging Portal on October 27, 2023. On October 31, 2023, a merchant dispute case was opened to investigate ************************ claim further. Additional requests for documentation related to her claim were sent to both ********************** and the merchant directly via the Secure Messaging Portal and via email. 
  
  Once a dispute has officially been opened, both customers and merchants have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome. ********************** provided documentation of her attempted return as well as her correspondence with the merchant via the Secure Messaging Portal to Affirm on October 28, 2023. 
  
  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.
  
  On November 26, 2023, the dispute involving ************************ loan was resolved in favor of the merchant. This adjudication was reached as www.stylemyle.com provided documentation showing that your order had been delivered per tracking information. 
  
  Once the dispute was resolved in favor of the merchant, ********************** was deemed to be responsible for the remaining balance of her loan. This was communicated via the Secure Messaging Portal on November 26, 2023 by an Affirm ******** Care agent, as well as via an automated message sent to ************************** email address. 
  
  At this time, Affirm encourages ********************** to work directly with the merchant and/or the shipper to determine if any further investigation can be completed regarding her claim. 
  
  In the event ********************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20928119
  
  I am rejecting this response because:

  I have provided proof that i am not getting a response from the merchant, i have been emailing the merchant for over 45 days now, no response. It is like affirm is working with the merchant as a scam

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

  

  Business Response

  Date: 12/19/2023

  Thank you for the opportunity to respond to ************************ BBB rebuttal concerning her claim that she did not receive the product associated with her Affirm loan.

  As stated in Affirm's previous response, all matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. The dispute involving Ms. ****************;www.stylemyle.com was resolved in favor of the merchant as the merchant provided proof showing that ************************** order had been delivered. As a result, the merchant confirmed that no refunds were due towards ************************** loan. 

  At this time, Affirm continues to encourage ********************** to work directly with the merchant and/or the shipper to determine if any further investigation can be completed regarding her claim. ********************** will remain responsible for the balance of her loan unless the merchant processes a full refund towards the loan. 

  In the event ********************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20928119
  
  I am rejecting this response because: 

  I am unable to reach stylemyle
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/28/2023

  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 bought a pair of ****** 1s from **** using Affirm. I was approved for a virtual credit card via affirm in the amount of $2,350. Instead of subtracting the money for the shoes which was $212.00 they charged me for the entire credit amount of $2350.00 with 12 payments of $233.00. Obviously thats ridiculous. I cancelled my **** order minutes after I realize this. **** never charges until the item ships. In never ship because it was cancelled. Affirm is still charging me the full loan amount even though I cancelled. I have emailed them proof that **** canceled with conformation number. They still are giving me the run around.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed Mr. ************ complaint, which states his concerns regarding the status of his loan following the cancelation of the associated order from the merchant. 
  
  Affirm records indicate that **************** Virtual Card loan (ID ********** was confirmed on November 21, 2023 in the amount of $2,320.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $233.05. 
  
  On November 21, 2023, **************** contacted Affirm by phone to request additional information as to when the unused balance of his Affirm Virtual Card would be adjusted from the loan balance. ************** was advised by Affirm's ************* Team that any unused funds would be adjusted by the processing cut-off date for a particular loan at the latest. ************** followed up with Affirm by phone on November 28, 2023 to request an update regarding the unused funds associated with his Virtual Card as the merchant canceled the order and did not charge the card. 
  
  ****************' Virtual Card loan was voided on November 28, 2023 by a member of the Affirm ************* Team. As a result, **************** is no longer responsible for payments towards this loan. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to ***********************************************************
  
  

  Customer Answer

  Date: 12/13/2023

  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:11/28/2023

  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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from AFFIRM **** impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: MEEM****Account Number: PHG6****Account Number: HYZH****Account Number: O2LO****Account Number: 7GH3****Account Number: G7K9****Account Number: ITKR****Account Number: OTLZ****Account Number: F36T****Account Number: DLRZ****Account Number: YWVE****Account Number: RUUT****Account Number: 3V0Y****Account Number: 54II****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,***************************

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which concerns her claim that the credit reporting associated with her Affirm account is inaccurate and should be removed as **************** did not provide authorization for Affirm to report her payment history to the credit bureaus. 
  
  Affirm records indicate that the following fourteen Affirm loans are being furnished as delinquent: 7GH3-2TH9, O2LO-MDBO, HYZH-HALK, 3V0Y-X387, YWVE-6PFH, OTLZ-OLW5, PHG6-QSFN, DLRZ-MRML, 54II-UTLV, RUUT-FMX5, ITKR-97OS, G7K9-D83V, MEEM-HBVK and F36T-8FAK. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as ******************** Loan Agreement which she consented to and approved when she obtained each Affirm loan.
  
  If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. Since payments for these seven loans were made 30 or more days after their due dates, they were reported as delinquent. At this time Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline ******************** request to remove credit reporting for these loans. For ******************** convenience, the Truth in Lending disclosures and loan verification documents associated with all fourteen of the loans referenced above have been attached to this response.
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:11/28/2023

  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.

  try to get in to my account to update my info but the not tell me try to spk fraud department on remove block form my account

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concerns with accessing his Affirm account. 
  
  Based on Affirm's records, there were issues verifying ********************** identity. Affirm has certain procedures in place to verify identify and and unfortunately these attempts were unsuccessful. To complete a purchase, ****************** will need to choose another form of payment.
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:11/28/2023

  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.

  We canceled a trip from Vrbo on November 8 VRBO refunded affirm the full amount the next day we received our payments but not our deposit amount. We still show a negative balance with the firm showing that they owe us 624 dollars. We have called multiple times and they have now response most of them dont even realize I made an initial payment of $810. We understand less the fees they still owe us the $624 They are very rude and have been zero help, we asked for a manager on the last phone call they would not give us anyone he kept repeating the same thing you will get the money back in 5 to 10 days. It has been well over that and we are still showing a -$624 balance on our account .

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed the  complaint, which states that she received a refund to her Vrbo loan but never received her down payment back. 
   
  Affirm's records indicate that loan QA83-NUV8 was processed on January 31, 2023, for a purchase with the merchant, Vrbo, in the amount of $2,955.50. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $389.25 due on the 31st of each month. A down payment of $810.29 was required and processed on January 29, 2023. The loan was refunded for $2,876.50 on November 9, 2023. She was refunded back to her original form of payment for 5 payments of $389.25, totaling $1,946.25. Additionally, a single payment of $ ****** was also refunded. 
  
  
  She first contacted Affirm by phone on November 11th and 14th, 2023 to explain that she had received the refund but had yet to receive her down payment back. Affirm requested that her request be looked into. 
  
  
  On December 5, 2023, Affirm contacted her through a secure message and explained that we would be sending her a refund by check for the $810.29 to be received within 30 days from December 5, 2023. Please note this time includes processing time as well as mail time but could be received much sooner. 
   
  In the event that she has any further questions or concerns, we encourage her to reach out directly via ****************************************************.
  
  

  Customer Answer

  Date: 12/21/2023

  From: ***** and ******************* <****************************>
  Sent: Thursday, December 21, 2023 2:27 AM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  They have still not even issued the refund. 

  Customer Answer

  Date: 01/02/2024

   

  We called Affirm again before Christmas and they couldnt give us a date the check was mailed and our account still shows a negative amount. We need help. 

  

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal concerning her expected refund. 
  
  Affirm records indicate that a refund check of $624.07 was issued to **************** mailing address on January 11, ****. She can expect to receive the check within 10 business days. 
  
  If she does not receive the refund check in this timeframe, or if she has any additional questions or concerns, ************ is encouraged to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:11/28/2023

  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.

  Transaction 11/7/2023 Amount $256.38 Hotel was canceled through Priceline ( see attachment) .. Affirm refused to accept Cancellation... Insisting that I pay for something that I don't have (see Cancellation attachment confirmed )

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint which concerns her expected refund following the cancelation of the booking associated with her Affirm loan. 
  
  Affirm's records indicate that on November 9, 2023, ******************** obtained loan V3OE-5RL0 with the Priceline for $256.37. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly installment payments of $25.30. ******************** did not make any payments towards this loan before it was fully refunded on November 29, 2023. 
  
  ******************** initially contacted Affirm on November 7, 2023 to report that the booking associated with her Priceline loan was canceled and she was expecting a refund. ******************** was encouraged to contact the merchant directly at this time as no refunds had been processed towards her Affirm loan. ******************** then provided documentation via email to show that the merchant confirmed a refund was due on November 24, 2023 and on November 28, 2023. On November 29, 2023, the merchant issued a full refund towards ************************ loan. As a result, ******************** was no longer responsible for the balance of the loan. This refund was confirmed via an automated email sent to ******************** on the same day it was issued, as well as through the Secure Messaging Portal by a member of the Affirm ************* team on December 13, 2023. 
  
  In the event that she has any further questions, we encourage ******************** to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:11/28/2023

  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.

  Ive been attempting to unlock my account for over a month now. Ive been told Ill be contacted in 3-5 business days several times by their incompetent customer service team, but have not. Additionally, one of their customer service representatives told me to open a new account using a family members social security number, which seems like fraud to me. I simply want a resolution to being locked out of my account.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concerns with accessing his Affirm account. 
  
  Based on Affirm's records, there were issues verifying ****************** identity. Affirm has certain procedures in place to verify identify and and unfortunately these attempts were unsuccessful. To complete a purchase, ************** will need to choose another form of payment.
  
  ************** initially contacted Affirm by phone on October 27, 2023 to report that he was unable to access his Affirm account as the account was locked following suspicious activity. The responding Affirm agent advised ************** that he could expect to receive a follow-up with more information related to his locked account within 3-5 business days. Affirm would like to apologize for the oversight as ************** did not receive any update as promised by the agent.
  
  ************** called the Affirm ************* team on November 3, 2023 to request additional information related to the status of his account. The responding Affirm agent advised ************** that he would be unable to access his account any longer,  but could create a new Affirm account. This advice was inaccurate as ****************** identity was unable to be verified at the time. ************** attempted to create an Affirm account, but was not able to proceed. He again contacted Affirm by phone to request additional assistance. During this phone call, a member of the Affirm ************* team advised ************** that he would be unable to create a new Affirm account, but suggested that he could create an account for a family member. This does not reflect Affirm's policies or procedures as each Affirm account is to be associated with one individual as the authorized accountholder. Affirm will thoroughly review the procedures regarding account creation with the agent to ensure that they can continue to effectively support Affirm customers going forward. Again, Affirm would like to sincerely apologize for any confusion and/or frustration that these interactions with the ************* team may have caused. 
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:11/28/2023

  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.

  Placed a purchase with Fabtools.shop.com. for a roll of Silver Eagle coins. Payment was to be made thru affim.(online loan )account LWEO-DS2K- However affirm made the payment to Sport ***** LLC. affirm keeps telling me to get a refund from Sport ***** LLC. Sport ***** has no record of me buying anything from them.Sport ********************* womans clothes. I filed a dispute with affitm however al I got was the same reply. Contact Sport *****. I never received my order from Fabtool.Paid $30.92 for certified mail to both Fabtool and affirm.

  

  Business Response

  Date: 12/13/2023

  Thank he for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states his concern with placing an order with the merchant Fabtools, but the order came over on his Affirm loan with Sport ***** LLC. 
  
  
  Affirm's records indicate that loan LWEO-DS2K was processed on September 25, 2023 for a purchase with the merchant, Sport ***** LLC, in the amount of $284.60. This loan has terms of ****% Annual Percentage Rate (APR) and 3 monthly payments of $94.87 due on the 25th of each month. 
  
  
  ****************** first contacted Affirm on October 26, 2023, by phone to let us know that he was looking for a refund on the loan. The Affirm agent explained that the refund would be processed by the merchant, and he would need to contact the merchant further. The same day he called again, and this time explained further that he had made a purchase with Fabtools, but the loan was reflected with a Sporty *****. ****************** went on to say that he did not make the purchase with Sporty ***** since it is womens clothing and he was purchasing silver coins. We requested that his concern be looked into, and the issue was escalated to the appropriate team. Affirm followed up with him after the call via secure message explaining that we would need evidence to support his claim and to please send anything he had with additional details. We did not receive a reply from him. 
  
  
  Later, on October 28, 2023, we followed up again asking for more details. ****************** contacted us from October 28th to November 6th, 2023, stating he had canceled the order prior to the order being received and he could not get in touch with the Sport ***** company. We asked again for him to please provide evidence on November 19, 2023. 
  
  
  He replied on November 21, 2023 stating that he had not purchased anything from Sport *****, but we did not receive any evidence. Affirm reached out once more on November 28, 2023, requesting further evidence from both he and the merchant and an official dispute was opened. 
  
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. The deadline to submit any evidence he may have is December 13, 2023. Affirm will be in direct contact with him once the dispute has been resolved or if we need further details. Additionally, Affirm has provided the evidence he sent with his recent DFPI and this BBB complaint, to our Resolutions Team for the dispute to be reviewed. 
  
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20925223
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/19/2023

  Thank you for the opportunity to respond to ********************** BBB rebuttal regarding his disputed loan. 
  
  On December 18, 2023, ****************** was advised via Affirm's Secure Messaging Portal that his Sport ***** LLC loan (ID ********** was refunded in full. As a result, the previously made payment of $284.60 was refunded to his Bank Account ending in *****. ****************** can expect to receive this refund within 3-5 business days. At this time, ****************** is no longer responsible for the balance associated with the loan. 
  
  In the event that ****************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 12/21/2023

  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,  Thanks for your help.
  
  *************************