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Business Profile

Financial Services

Affirm.com

Headquarters

Important information

  • Customer Complaint:
    BBB's file for Affirm opened in February 2013. A review of
    complaints was completed in June 2025.  BBB encourages consumers review
    Affirm’ s  Terms of Service,
     How it works and
     visit the help center https://helpcenter.affirm.com/s for information about disputes and refunds.

Complaints

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

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    Customer Complaints Summary

    • 6,641 total complaints in the last 3 years.
    • 2,373 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/19/2023

      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.
      On Oct. 20, 2023 I tried to make a purchase from affirm using Affirm virtural card ending in **** to buy a Bloomingdales.com gift card for $600.00. The interest would take total of Affirm loan to ******. The Affirm Loan ID is R3C2-VH5B and the virtual **** Card was ****************. I immediately received an email from Bloomingdales.com stating that they canceled the transaction due to being unable to verify the information in connection with the purchase. The total purchase amount was being reversed. I am attaching a copy of this email Boomingdales used their own order number ********* for **** ending in ****. On October 26 I contacted Bloomingdales.com to confirm the money had been refunded to Affirm and was even sent a confirming email with the authorization code proving the money had been refunded. I forwarded this email to Affirm and the representative told me it was received. Email is being attached to this complaint. I have still not received a refund. Each time I have called or emailed Affirm I received an email stating it was being escalated and then it is ignored. Dates are Nov. 2, Oct 30, Oct. 26. Something went wrong with this Affirm transaction causing bloommingdales.com to cancel the purchase and reverse the transaction. the money was returned by Bloomingdales on Oct 20 when the purchase was initiated and subsequently canceled. I have supplied proof but Affirm has only promised to escalate this 3 times in emails and never contacted me again. I want this entire loan canceled in the amount of $******. This company is dishonest and after this I will never do business with them again.

      Business Response

      Date: 12/04/2023

      Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her request for her loan to be refunded by a merchant.

      Affirm's records indicate that on October 20, 2023, ************ obtained an Affirm Virtual Card loan R3C2-VH5B with the merchant, ************** for a purchase in the amount of $600.00. She agreed to loan terms of *****% Annual percentage Rate (APR) and 12 monthly payments of $60.27.

      On October 26, 2023, ************ contacted Affirm indicating the purchase was cancelled and requested for the loan to be refunded. She was advised that her request would be escalated. On October 30, 2023, Affirm sent her an email instructing her to provide evidence that the purchase was cancelled.

      On November 2, 2023, ************ contacted Affirm requesting for an update. Affirm sent her an email advising that the loan was still being processed and that she would not be responsible for the loan until the merchant successfully processed the loan. She was instructed to contact the merchant to have them reverse the pending authorization they had on the loan. On December 2, 2023, Affirm cancelled the loan and ************ will no longer be responsible for repayment of the loan.

      We apologize for any frustration this situation may have caused for *********************** the event that she has any further questions, we ask for her to contact Affirm directly via email.
    • Initial Complaint

      Date:11/19/2023

      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.
      In September I was shopping on the internet and was offered financing by Affirm. I chose not to take on the terms of their offer and did not open the account. I have received emails about my "account" and sent an email asking about removing my information. I received an email response telling me I have to call the toll-free number to close the account. Included was reference number ref:!00D3t02RA6B.!5007V02asUY8:ref. I called. The *** disconnected me 5 times before I was able to speak to someone. Because I did not open the account, I do not want to give them any more personal information than I know from their email that they have. I have never done business with them. Their phone support representative and her supervisor have Indian or ********* accents, so I don't even know if they are in ******* aside from some incorporated address. They refuse to close this account I never opened unless I give them information I never provided. I want my personal information removed from their records.

      Business Response

      Date: 12/05/2023

      Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request to close his Affirm account.

      **********************'s records indicate that on June 24, 2023, ************** an Affirm account but does not have any active loans. He emailed Affirm on November 17, ********************************** to close his account.

      On November 19, 2023, ************** called and spoke with Affirm but was unwilling to provide the necessary information to facilitate the request. Upon receipt of ****************** BBB complaint, we advise that we have taken the necessary steps to close his Affirm account.

      We apologize for any frustration this situation may have caused for **************. In the event that he has any further questions, we ask for him to contact Affirm directly via ****************************************************.

      Customer Answer

      Date: 12/07/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is marginally satisfactory to me. I feel though, that the company has highly questionable practices. Inquiring about credit eligibility should not automatically create an account.

      Sincerely,

      ***********************
    • Initial Complaint

      Date:11/19/2023

      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.
      On July 3,2023 I purchased a set of speakers through American Bass and set up a payment plan through Affirm.com this is the company that sets up the installment loan. On July 5,2023 I canceled my order with American Bass with the Owner *****************. Now Affirm.com has taken ****** on November 10,2023 they have also ran my credit and are requesting I pay them another $2,363.00. On a product I cancelled and do not have.

      Business Response

      Date: 12/04/2023

      Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards his loan by a merchant and for it to be removed from his credit report.

      Affirm's records indicate that on July 5, 2023, **************** obtained loan T7R4-LWRT for a purchase with the merchant, American Bass Audio for $2,134.25 with loan terms of *****% Annual Percentage Rate (APR), down payment of $320.14 which **************** paid but filed a chargeback with his bank towards and 12 monthly payments of $182.23.

      On August 31, 2023, **************** reached out to Affirm claiming that the purchase was cancelled by the merchant and requested for the loan to be refunded. He was advised that his request would be escalated to the appropriate team. On November 4, 2023, **************** contacted Affirm requesting for an update on his request of a refund. Affirm sent him an email indicating that because loan was processed more than 60 days ago, it was outside of Affirm's dispute window.

      On November 9, 2023, as a courtesy, Affirm sent **************** an email requesting for more information supporting his claim that a refund is owed a refund towards the loan by the merchant. He was advised once this information was received, Affirm will determine if a dispute can be opened. Affirm did not receive this requested information from *****************

      On November 30, 2023, the merchant provided a full refund towards the loan. Affirm sent **************** an email confirming this. **************** will not be responsible for repayment of the loan and it will be removed from his credit report in ***** days.

      We apologize for any frustration this situation may have caused for ****************. In the event that he has any further questions, we ask for him to contact Affirm directly via email.

      Customer Answer

      Date: 12/05/2023

       
      Complaint: 2089****

      I am rejecting this response because: Yes indeed they honored my return for the ****, however they still received ****** from me that they have not returned back to me.

      Sincerely,

      *************************

      Business Response

      Date: 12/07/2023

      Thank you for the opportunity to respond to Mr. ******* BBB rebuttal regarding his expected refund for the down payment made towards his Affirm loan. 

      On December 7, 2023, ******************** down payment of $320.14 was successfully refunded to his original payment instrument. This refund may take between 2-5 business days to reflect in ******************** account. This refund was delayed as the funds were previously being disputed by ******************** financial institution. Once the dispute was resolved, Affirm was able to issue the refund successfully. 

      In the event that **************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;

      Customer Answer

      Date: 12/12/2023

      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. I also want to personally thank you without your involvement I would have NEVER got this far., So thank you so much, and Yes everything has now been resolved 5 months later. Thank you

      Sincerely,

      *************************
    • Initial Complaint

      Date:11/18/2023

      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.
      On September 18th, I told Affirm that there was a charged amount of $547.37 (interest included) from Amazon that I didn't authorize and I sent in photo evidence. On September 20th, I resent the photos with detailed explanation and evidence which included photos from my Amazon account (the last purchases, amount, and payment method). On October 9th, I received an email stating that my evidence wasn't enough so they told me to fill out a affidavit and I attached a screen recording of my Amazon account to show the last time I used it and what payment method I used for it. Since the 9th of October, I haven't received any response about my case other than I'll be receiving something in the mail within five days (I was told this on numerous occasions and I still haven't received anything). I am constantly getting harassment calls from Affirm about making a payment on the loan even though they didn't even finish my case (I had to block over 15+ numbers). I talked to someone about it and she told me to pay the amount even though the case is to show that I'm not the one who authorized it nor even know what it is. I'm receiving countless emails from Affirm that if I don't make payments on it my credit score will drop. I am stressed, I have been more than patient with them and this entire situation, and I am beyond done. Any time I call they tell me that my case is still being looked at yet I'm getting multiple calls daily about paying the loan; and when I tell them about the case, they tell me that they'll pull it down so that I won't receive any more calls yet the calls increase. (These are just three numbers over the 15+ that I had to block)

      Business Response

      Date: 12/04/2023

      Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns that an Affirm loan was obtained in her name without authorization.

      Affirm's records indicate that loan 7CA5-X6U5 was processed for $436.51 on August 21, 2023, for a purchase with Amazon. The repayment terms of the loan are 18 installments of $30.41 at an APR of *****% and payment due on the 21st of each month. 

      On September 19, 2023, Affirm received contact from ************** where she reported loan 7CA5-X6U5 as unauthorized. Based on this contact a case was forwarded to Affirm's Account Safety Team for review. On October 9, 2023, Affirm's Account Safety team sent ************** an email explaining that based on the available information, it had been determined she would remain responsible for repayment of the loan. This communication noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason a consumer protection affidavit was included with the email and ************** was advised that once Affirm received the completed Affidavit the investigation would be reopened and she would be informed of the outcome within 30 days. 

      Affirm received the completed affidavit and supplemental documentation from ************** on September 19, 2023. On November 29, 2023, Affirm's Account Safety Team sent ************** an email informing her that they had concluded the investigation and it had been determined that ************** would remain responsible for repayment of Affirm loan 7CA5-X6U5. 

      Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.

      Affirm would also like to confirm that ************** will no longer be contacted regarding the overdue balance of the loan based on the language included in her complaint. Please note, ************** will be responsible for self-monitoring and repayment of all loans under her account that are active. If payment is 120 days overdue, the loan will be charged off, While Affirm does not impose any late fees or compounding interest, we do furnish accurate information to credit bureaus on a regular basis. 

      In the event that Ms. *********** has any further questions, we encourage her to reach out to Affirm via ***********************************************************

      Customer Answer

      Date: 12/05/2023

       
      Complaint: 20889772

      I am rejecting this response because:

      Sincerely,

      ***************

      Customer Answer

      Date: 12/08/2023

      The loan isn't mine nor was it approved by me. No one has my Affirm account and no one has access to my Amazon account. The VERY last thing I used my Amazon account for was in August 19th; which was for some food items I paid for using EBT. Before that one I had an order I did on August 2nd for $62.29 which has been paid for. The loan is for $547.37 (interest included). I've told Affirm numerous times that it's not from my Amazon account and I have no idea what it is. Yet even after I keep telling them this, after I send in proof that it's not from me, Affirm still says it's my responsibility to pay and won't tell me what evidence they have against me.

      Business Response

      Date: 12/22/2023

      Thank you for the opportunity to respond to ****************** BBB rebuttal regarding her unauthorized activity claim. 

      ****************** unauthorized activity claim involving the Amazon loan on her account ********* was previously investigated by Affirm's Account Safety Team.  On November 29, 2023, the Account Safety Team advised ************** that the investigation had concluded and she would remain responsible for the balance of the loan. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.

      This decision is final and will only be re-addressed if ************** is able to provide new evidence to support her claim. If ************** has any additional documentation to provide, she may provide it to the team for review by emailing *************************************** and referencing case ID ********. 

      In the event that Ms. *********** has any further questions, we encourage her to reach out to Affirm via *****************************************************************

      Customer Answer

      Date: 12/22/2023

       
      Complaint: 20889772

      I am rejecting this response because:

      I called Affirm yesterday and a representative actually helped me by giving me the two order numbers and told me to call Amazon and get an email stating where the orders came from. I called Amazon and explained this entire situation to him and he was able to look up both order numbers. However, he told me that the orders were from two different places and the first one didn't have an Amazon account. I asked if he could send an email stating this in which he replied yes. The representative also said that by the way this looks; since this whole thing isn't on my account, my ********************** account had to have been hacked.
      I forwarded the email to Affirm and called Affirm back to get my case reopened 

      (I'll attach the email here as well)
      Sincerely,

      ***************

      Business Response

      Date: 12/29/2023

      Thank you for the opportunity to respond to Ms. ************* additional BBB rebuttal regarding her unauthorized activity claim.

      According to the case details, a new investigation has been initiated on her behalf on December 21, 2023. She was advised that it could take up to 30 days for the investigation to complete. Once the Account Safety Team completes their review, they will follow up with her directly. 

      If ************** has any additional documentation to provide, she may provide it to the team for review by emailing *************************************** and referencing case ID ********.

      In the event that she have any further questions, Affirm encourages her to reach out to Affirm via **********************************************************.

      Customer Answer

      Date: 01/03/2024

       
      Complaint: 20889772

      I am rejecting this response because: On December 21st I forwarded the email that I received from Amazon to Affirm. However, I haven't received any response from them. The email stated that the purchases were not made by me and that my Affirm account was most likely hacked since it's nowhere on my Amazon account (which I told ********************** the first time). I was also told by the Amazon representative (over the phone) that due to the seriousness of the issue as well as the privacy policy, he won't be able to tell me certain things about it. The representative also advised me to let Affirm know this right away. Again no one from Affirm contacted me about the forwarded email, no one has given me an update on the situation, etc. 
      I don't know what else they need if an email literally stating that these purchases aren't from me. I gave them the forwarded email, I gave screenshots, and a screen recording.  I offered to have a three way conversation with Amazon but was told that they needed a email. Now they have it so the ball is in their court. 
      Sincerely,

      ***************
    • Initial Complaint

      Date:11/18/2023

      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 through the Affirm app for a purchase with Nordstrom. Affirm approved me for $177.21 loan, Loan number WZ2L-NDN3. Affirm sent me the following email:Hi ******,Thanks for using Affirm for your Nordstrom purchase!We've approved your loan, but it won't be confirmed until Nordstrom starts to process your order, which could take up to 21 days. Affirm's 21 days seemed suspicious, so I reached out the Affirm and the website and app noted to contact Nordstrom. So, I did.I provided Nordstrom with the last four digits of the Affirm **** number, purchase amount and item, phone number, and email address associated with the purchase. ********* had NO information information on my order. Additionally, ********* stated that they have had other customers call with the same complaint and they don't do business with Affirm, but instead with Afterpay. There is no way to find out any information on my purchase through the Affirm app and website. Nor file a complaint with Affirm about my purchase, so I am reaching out the BBB for help.Additionally, Affirm holds buyers responsible for payments even when the buyer has not received the item! Affirm will hold me liable for payments starting December 18th. Please reference the two attached documents.Please help!Warmly, ****** ************ EST **************************

      Business Response

      Date: 11/29/2023

       

      Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concerns with her Affirm Virtual Card loan. 

      Affirms records indicate that ************** submitted Virtual Card loan application WZ2L-NDN3 on November 17, 2023, for  a purchase in the amount of $160.00. Please note, when approved for a loan with Affirm, the loan amount can be loaded onto a virtual **** card. The card is meant to be used one time only, at the merchant chosen by the customer. Most merchants that accept **** cards will accept an Affirm Virtual Card as a form of payment. 

      After the merchant processes the purchase, Affirm will provide a payment schedule for the full card amount. After 21 days (or longer, depending on your transaction), Affirm will return any funds that were not spent and update the payment schedule accordingly. Affirm waits 21 days (or longer, depending on the transaction) because some merchants may take that long to process all of the items in an order. 

      Affirms review of loan WZ2L-NDN3 found that authorization hold was attempted on November 17, 2023, by Afterpay. This authorization was unsuccessful due to the card being used at a merchant other than the merchant it was issued for. 

      At this time Affirm would like to confirm that Virtual Card loan WZ2L-NDN3 has been voided in full and ************** is no longer responsible for repayment of the loan. ************** can confirm this by logging into her Affirm account. 

      In the event that ************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;

      Customer Answer

      Date: 01/08/2024

      ID  ********.

       

      Dear BBB,

      I was unable to respond to the email within 5 days due to sight issues.  The loan was closed as stated; however, when I reached out to Affirm, they stated that I  needed to contact Nordstrom for a refund.  Their response is absurd because Nordstrom never received my order; moreover, Affirm deducted the funds from my Huntington Account not, Nordstrom 

       

      Warmly, ******

    • Initial Complaint

      Date:11/18/2023

      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.
      On 11/15/2023 I attempt to make a purchase with Affirm. They app was not working correctly on my phone and I must have raised a red flag, because the following day when I tried to make the purchase I was asked to verify my identity. I took a picture of the front and back of my license and sent a selfie like they asked. Then, they asked me some personal credit questions which I know I answered correctly. After that, they immediately said they could not verify my identity. Rather than giving me another chance to verify my identity they wrote this "Based on our records, it looks like we had trouble verifying your identity based on information relating to your application. We have certain procedures in place to verify identity and, regrettably, these attempts were unsuccessful. Our system references various sources in evaluating loan applications and was unable to confidently verify your information. For the safety and security of customer information, we are unable to approve your loan request at this time. In reviewing your account, I see that we could not validate the information provided in your loan request. You will need to utilize a different payment method to complete your purchase. While you are able to continue applying for Affirm loans, it is unlikely that our system will be able to approve your application at this time." They will not even give me an opportunity to get reverified. My identity was already verified before all of this happened, and they had already given me a credit limit. It was only when I had issues with the app when all of this happened. So, basically they are saying "sure you can apply for loans but you will never get one because we can't verify who you are" when my identity had already been originally verified with them. This is ridiculous! Horrible customer service! They will not work with me again so that I can prove who I say I am.

      Business Response

      Date: 12/04/2023

      Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her concern with currently not being able to use her Affirm account due to a declination she received. 

      Affirm has reviewed and we see that she contacted Affirm on November 17, 2023 explaining that she attempted to apply for a loan but was denied due to Affirm not being able to verify her identity. 

      Please note, Affirm shows that she has applied for other loans that were approved, however the loan application maybe was not completed so the loan was not confirmed. The dates of the request were on October 28th, November 16th, November 21st, and November 22nd, 2023.

      The loan requested on November 17th was denied. 

      Based on our records, it looks like we had trouble verifying her identity based on information relating to her application. We have certain procedures in place to verify identity and, regrettably, these attempts were unsuccessful.

      Our system references various sources in evaluating loan applications and was unable to confidently verify her information. For the safety and security of customer information, we are unable to approve her loan request at this time.

      She will need to utilize a different payment method to complete her purchase.

      Customer Answer

      Date: 12/04/2023

       
      Complaint: 20888473

      I am rejecting this response because I submitted a copy of my driver's license to ********************** as well as a selfie as I was asked to do which proves that I am *****************************. In addition I answered private credit questions correctly. 

      I am more than aware that your company has declined many people for supposedly not being able to verify their identity. The complaints I have read from many of them are very similar to my own complaint, some of which already had loans with Affirm and were suddenly asked to verify their identity for no apparent reason according to what they have said.

      I understand Affirm has certain methods that they believe are foolproof for identity verification, but apparently there is a flaw in your system since I and many others have been rejected after properly completing the requirements. I asked for to be able to reverify my identity and since Affirm is not willing to give me another chance to do so, I am unable to give the company a higher rating on the BBB website. This will be the last time I make this request. If I am rejected once again I will simply choose to not use the Affirm app now or any time in the future. Regardless, I will not accept Affirm's rejection of my request since I have properly followed and am not at fault for inefficient company procedures.

      Sincerely,

      *****************************

      Business Response

      Date: 12/06/2023

      Thank you for the opportunity to respond to Ms. ******** BBB rebuttal regarding a recent loan declination. 

      Affirm records indicate that ****************** was approved for two loan applications on November 21, 2023 and November 23, 2023. To determine her financing eligibility, ******************** must complete the loan application process. 

      In the event that ******************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;

    • Initial Complaint

      Date:11/17/2023

      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.
      I lost my spouse in an auto accident August 2023. I contacted Affirm to request extensions on my loans because the financial loss that occurred from my spouses death. At that time, my loans were put on a 1-month extension. I was told this could be done up to 3 times and I would have to call back the following month. On 11/17 I called Affirm to request another 1-month extension and was told only two of my loans could be modified. I was also asked a series of questions, that were not asked the first time I had my loans extended. The representative told me they can only modify what the system allows; so basically there is no care or compassion for death of your spouse. I was asked all kinds of questions about my finances and lifestyle, but the "Affirm Computer" does not even care or use that as an "input." Affirm is the only creditor that I've had issues with and a complete lack of sensitivity and understanding. Having to constantly explain my spouses death over and over to Affirm is horrible and not something I should have to keep doing during this time. I must have had and paid over 50 loans with Affirm, never an issue, always paid off. Now, when I'm going through a traumatic and life altering experience with our children, Affirm tosses me aside, like I'm garbage.

      Business Response

      Date: 11/30/2023

      Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint which concerns his eligibility to modify his Affirm loans following financial hardship.

      Affirm records indicate that ************** initially contacted Affirm on September 27, 2023 to inquire as to whether Affirm had options for customers who were experiencing financial hardship following the passing of his spouse. Affirm would like to offer our sincere condolences for **************** loss.

      During the call, the responding ******** Care agent advised that three of **************** loans were eligible for the associated monthly payments to be deferred for one month. The following loans were successfully updated to reflect their installment payments to be deferred by one month: Priceline (ID **********, AmericanAirlines (ID **********, and Target (ID **********. Notification of the update payment schedule for each of these loans was sent to ************** via email.

      Affirms policy is to allow customers to defer their payments by a maximum of 3 months total throughout the lifecycle of the loan. If a customer has deferred payments for less than 3 total months, they can reapply for another deferral after the deferral period has ended. Affirm currently offers modifications on up to two loans for each eligible customer. Once a modified loan is paid off, customers may be eligible for a modification on another loan. This policy was updated after **************** initial request for assistance on September 27, 2023.

      ************** contacted Affirm by phone on November 17, 2023 to request that his loans be deferred again as a result of the continued financial hardship he was experiencing. The responding Affirm ******** Care agent advised ************** that his loans were eligible for loan modification, and she needed to ask ************** the necessary application questions to determine which loans were eligible. These questions make up the application used to determine a customers eligibility for loan modification. ************** completed the questions and the ******** Care agent advised him that his ********************** Debit+ loan (ID ********** and Zales (ID ********** were eligible for their associated monthly payments to be deferred for one month. However, these deferrals were not processed during the call as ************** requested to speak to a supervisor regarding the eligibility of his other Affirm loans. The Affirm ******** Care supervisor confirmed with ************** that Affirm agents were unable to override the application process.

      On November 25, 2023, the installment payments associated with **************** Affirm Debit+ and Zales loans were deferred for one month each. Notification of the update payment schedule for each of these loans was sent to ************** via email.

      Please note, as each loan modification application is considered separately, ************** may still be eligible for additional loan modifications at a later date. In the event that an application is not approved, ************** will receive a declination message over email. ************** may use the following link to proceed with the application process: ***********************************************************.

      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. Though Affirm does not charge any late fees, late payments may impact your ability to finance with Affirm in the future. As a result, ************** is encouraged to make payments towards his loans when able.

      In the event that he has any further questions, we encourage ************** to contact Affirm directly via ****************************************************.
    • Initial Complaint

      Date:11/17/2023

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was contacted by Affirm's fraud department regarding suspicious activity on my account. They notified me that my account had been closed and I would not be held liable for the charges. They then stopped debiting my checking account.I called several times trying to ascertain what was going on, but each time, ******* said "it was taken care of by our **************** and there's nothing more you need to do."Affirm went ahead and charged off my entire account, fraudulent balances included to debt collectors, I got MAJOR strikes on my otherwise perfect credit because of AFFIRM.I want them to rescind these credit report dings and make this right.

      Business Response

      Date: 12/01/2023

      Thank you for the opportunity to respond to **************** BBB complaint which states his concerns in regards to unauthorized activity and credit reporting.

      Affirms records indicate that all of the loans on the account were found to be unauthorized and flagged as such. As a result, the account was restricted as well and can not be recovered. 

      At this time, ************** will have to choose an alternative form of payment to complete his purchases. 

      In regarding to his credit reporting concerns, Affirm investigated this concern and found no loans or account associated with Affirm is furnishing. He can see this reflecting accurately on his credit report.

      In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm  directly via email by emailing ***************************************
    • Initial Complaint

      Date:11/17/2023

      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.
      This company is a false entity they sell your information it is impossible to establish an actual account I have sent them my information for the past 3years and they always tell me they can't find me and they are opening a case. I have sent them copy's of my drivers license and SSN card and my Military ID. I advised my address is up to date on my credit file as I updated it recently. Please refrain from using this farse business I thought I would check them out on the better business bureau just to see if they had a complaint or two. They currently have over **** holding and **** cleared ** in the past 3 yrs. Please let this be a sign to not give this overseas company you're information to sell. Sincerely ***********************

      Business Response

      Date: 11/29/2023

      Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which states his frustration with the process to update his account information. 

      According to Affirms records, **************** first reached out to Affirm on December 13, 2022 regarding the issue. He received a secure link to verify his identity on the same day. However, **************** did not complete the steps outlined in the secured link.

       On November 17, 2023, **************** reached out again requesting to update his phone number. The team followed up with him and provided him with another secure link on November 18, 2023. On November 23, 2023, the team followed up with him and informed him that they were unable to approve his request as he did not complete the steps to secure his verification. 

      At this time, Affirm has sent another secure link. **************** must complete all the steps outlined in the link for the team to continue with the process to recover his account. Once **************** completes the steps as outlined in the secure link, the team will move forward with the next steps.

      Affirm would like to thank **************** for his patience with this matter. In the event that he has any further questions, Affirm encourages him to reach out to Affirm directly via email.
    • Initial Complaint

      Date:11/17/2023

      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 the three bureaus, resulting in inaccurate data on my report. This has caused immense financial and emotional distress. Under 15 USC **** Section 602, I have the right to privacy, yet my information has been inaccurately furnished.According to 15 USC **** Section 604 A Section 2, a consumer reporting agency cannot furnish an account without my written instructions. Moreover, under 15 USC **** B, a creditor cannot treat any payment on a credit card account as late under an open end consumer credit plan.Account number X5A3**** 65UA****. I urge immediate rectification and adherence to legal provisions to correct these errors.

      Business Response

      Date: 11/30/2023

      Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern that two of his Affirm loans are not being reported accurately to the credit bureaus. 

      Affirm records indicate that ****************** Target loan (ID ********** was processed on June 28, 2021 in the amount of $421.62 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $41.10 beginning on July 28,  2021. ****************** made nine payments of $41.10  between July 28, 2021 and April 4, 2022. No further payments were made before the loan became more than 120 days overdue and it was charged off on August 27, 2022. If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

      ****************** then made four payments towards the loan while it was in collections: $62.00 on December 27, 2022, $30.00 on May 13, 2023, $30.00 on May 20, 2023, and $1.33 on May 27, 2023. The loan was paid in full with the final payment made on May 27, 2023. 

      ****************** also referenced his ******** loan (ID ********** was processed on May 2, 2022 in the amount of $176.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $31.94 beginning on June 2,  2022. ****************** made five payments towards the loan between April 2, 2022 and September 14, 2022. No further payments were made before the loan became more than 120 days overdue and it was charged off on December 1, 2022. ****************** then paid off the loan while it was in collections with a payment of $63.32 on February 21, 2023.

      Affirm has not received any contact from ****************** regarding these loans to date. Please note, per the signed Truth in Lending disclosure, Affirm is authorized to report information about ****************** loans to the credit bureaus. These documents have been attached for ****************** 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 ******************' loans are reflecting as paid in collections. Affirm must respectfully decline ****************** request to remove these loans from credit reporting. 

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

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