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:01/11/2024

  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 reviewed my Consumer Credit Report with Experian and noticed that I have two late payments on an account that I was never late for. Consumer ******************* in this case Experian, have assumed a vital role and responsibility to report consumer information to the best of their ability with Maximum accuracy. I have never been late on payments for the account with ********************** No.: VURA****. Please investigate and provide proof with statements showing that these payments were late. If proof can not be provided, I demand these payments be updated to on time since I was NEVER late. Or as a secondary recourse, please remove the account from my credit profile in its entirety.

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her request to remove late marks from her credit report.
  
  Affirm's records indicate that on July 18, 2019, ******************** obtained loan VURA-BMWV with Walmart.com for $205.74. She agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $45.26 and six monthly payments of $29.13.
  
  On March 4, 2020, ******************** paid off the loan. At the time the payoff was completed, the payment initially due on December 18, 2019 was more than 60 days past due.
  
  Between the dates of May 18, 2023 and January 20, ****, Affirm received multiple FCRA disputes in which ******************** claimed the information being reported to the credit bureaus was inaccurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ************************ request to remove credit reporting for loan VURA-BMWV.
  
  In the event that ******************** has any additional questions, we ask for her to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:01/11/2024

  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.

  On October 18 2023 I made a purchase through Affirm. On December 8th I cancelled the purchase because the item was not delivered. Affirm automatically issued me a refund. I received one payment of $144.00 on December 8th automatically to my checking account. They still owe me two payments of $833.33. They told me that they were not able to send it electronically and that they would need to mail a check. I have waited their ******************************************************************** no information on when they will send the checks.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond Ms. ******* BBB complaint which states her concerns with a delayed refund. 
  
  Affirms records indicate that loan J36M-3HQR was processed on September 21, 2023 with Cafe Appliances in the amount of $5,140.00. with a 0% APR to be Pais over 6 monthly installments of $833.33. The loan required a downpayment of $140.00 which was paid on September 17, 2023. The loan then received 2 payments of $833.33 on October 21, 2023 and November 21, 2023. 
  
  On December 08, 2023, the merchant processed a full refund. Affirm was able to successfully refund her downpayment amount back to her original form of payment however, the 2 other payments failed due to card decline. 
  
  As a result, the remaining amount of $1,666.66 had to be refunded in a form of a check.
  
  **************** should have received an email from Affirm on January 17, **** confirming that Affirm is sending her a refund check in the amount of $1,666.66. This email noted that she will receive his check within the next two weeks.
  
  Affirm thanks her for his patience and apologize for the frustration caused by this matter. 
  
  In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 01/28/2024

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

• Initial Complaint

  Date:01/11/2024

  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.

  On 11/25/23 I placed an order on affirm for a purchase on FWRD. I did not have enough buying power so I had to pay **** as a down payment in order to purchase the item . Immediately placing the order , FWRD voided the transaction due to identity verification. Therefore I had to purchase the item using my debit card. Fast forward to a week I did not receive a refund from Affirm yet. Therefore i called into chase and did a charge back for my ****. However on 1/08/24, I received a message saying Affirm denied the claim. So I was told to call affirm and ask if they processed the refund because chase has not received a refund from them in the amount of ****. So I called affirm and they told me they sent a refund on 11/25/23 at 408pm and gave me a Transfer ID of v3z7ao-jg . So I called back into chase and spoke to a claim specialist, they told me they need documented proof of the refund. So I called back into affirm, and of course they could not provide any documentation as the order no longer exist since the order was cancelled /refunded. However I told them I need my money so to transfer me to a supervisor. I spoke to supervisor ***** who was shocked to hear they denied the claim, as he thought no company can deny a charge back. So I explained to him every business has the option to deny a charge back . ***** then stated he would escalate my concern to a different department and to wait 3-5 business days. He also informed me I would receive a confirmation email, but I never did. Therefore I called back into chase and spoke to another claim specialist but this time a supervisor . He read me the reason they denied it and the supervisor rep stated it is not truthful (their denial) as he too , has had problems with affirm and they are shady and try not to give refunds. He told me to reopen my charge back claim by uploading supporting documents on my affirm loan being 0.00$. I also can say I never received a refund email like they usually do. Loan ID: ZUTH-3X8G

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to **************** BBB complaint with state her concerns with a downpayment refund.
  
  Affirms records indicate that the information provided in the complaint does not match the account holder of the loan mentioned. 
  
  Due to this reason, Affirm is unable to disclose any details with the complainant. At this time, Affirm kindly advises the account holder to reach out directly for further assistance. 
  
  In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:01/11/2024

  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.

  On 11/27/23 I purchased a pair of shoes from Ambrogio Shoes in the amount of $637.00 which was financed through Affirm. I returned the shoes to the vendor thru *** (1Z7E95R19012100140) which they received on 12/4/23 - 10:53 a.m. A *********************/ ***** Italia / *********** approved the return and processed the refund of payment to Affirm on 12/7/23. I have made one payment in the of $59.69 (12/21/23). I have sent documentation in addition to several phone calls in an attempt to close out the return and acquire a refund of payment made with no success. I keep getting new case id numbers assigned each time I call, but no one addresses the return (Case Id ************/21/23, 15987963-1/2/24, and 252920032-1/4/24.) No on appears to be reading the emails I forwarded for documentation. One emails from ************** indicating to call him if further verification is required. The Affirm staff does not seem to be taking any steps to resolve the dispute even though I have talked to *****/1-2-24, Lovely/1-3-24, and *****-1/9/24. All I want is to close out the return and refund of the $59.69 payment which another payment is due on 21st of the month. I am computer challenged, I don't know how to upload documents, however, I will email you all appropriate documentation.

  Customer Answer

  Date: 01/23/2024

  From: ******************************* <****************************>
  Sent: Tuesday, January 23, **** 11:15 AM
  To: ************** <***************************************>
  Subject: Affirm.com / Case # ********

   

  This is beyond bizarre and getting downright ridiculous. I have  received emails from various Affirm reps, requesting dialogue and documentation.  ********, A. 12/26/23, ****************** 12/20/23, 1/4/24/,1/5/24 and 1/9/24, and *************** 1/22/24.  I have responded to each of these requests with the same documentation that I have provided to you.  In spite of all of this, today I received another email from a Kandikatla, A. requesting the same info.  Instead of addressing the issue, thyme kept assigning new case id #:  ********* - 12/21/23, ******** - 1/2/24, ******** - 1/4/24 and ******** - 1/21/24.  They appear to keep falling back to the ******** case number, however, no action has been taken. All someone has to do at Affirm is pick up the phone and call ******************** / ***** Italia / ************.  He indicated in an email which was emailed to Affirm, that he would be more than happy to validate the return, approval, and refund authorization of the purchased item.  However, no one at Affirm will take this simple step to resolve this case and continues to go around in circles handling the case around to different reps repeating the same request.

  I called you and emailed you to find out the current status of this dispute.  However, the Enter Code you provided 61794520-7288B came up not on file or expired.  Please provide me with an update.

   

  Thank you

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan he is disputing with a merchant.
  
  Affirm's records indiciate that on November 21, 2023, ****************** obtained loan 9FFH-ZQJ2 for a purchase with the merchant, ************* for $637.00. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $59.69. To date, ****************** completed one payment of $59.69 on December 21, 2023.
  
  On December 26, 2023, ****************** reached out to Affirm indicating he returned his item to the merchant and requested for the loan to be refunded. On December 29, 2023, Affirm sent him an email requesting for more information supporting his claim of a refund being owed.
  
  On January 3, ****, ****************** advised Affirm that the merchant should have refunded the loan. On January 9, ****, another email was sent to ****************** requesting for evidence confirming a refund.
  
  On January 22, ****, Affirm sent ****************** an email advising that the loan was placed into an official dispute. Affirm sent the merchant an email on ********************** behalf inquiring if the loan was owed a refund.
  
  Please note Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to provide any applicable refunds towards a loan once confirmed by a merchant. Affirm will reach out to ****************** directly as more information becomes available.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21123181
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21123181
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/27/2024

  I have sent you and Affirm documentation on several. occasions.  Each of you acknowledged that the documentation was received, Affirm and ****************  What else do you need?  The items were returned to ********************* / ***** Italia / ************.  He acknowledged and approved the return and he indicated that he would be willing to confirm the return with a call.  This is why I can't understand why neither of you, by placing a phone call. the BBB or Affirm can't ************* the return through this individual by placing a phone call.  The purchase is ******** Shoes / Loan#  ***********.  What other documentation could you possibly need other than what **************** received when the complaint was first filed.  I would have assumed he would have past all the information to whoever he assigned the case to.  All I want to do is get a refund for the payment I made in the amount of $59.69 and close this account.

   

  Customer Answer

  Date: 02/28/2024

  I am happy to inform you that Affirm finally refunded me my payment and  closed the case today.

• Initial Complaint

  Date:01/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am not liable for this debt with Affirm **** I do not have a contract with Affirm ***** they did not provide me with

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states that he is not liable for the loans reported to the credit bureau in his name. 
  
  Affirm records indicate that Mr. ******* Expedia Flights loan (ID XZOH-YYDF) was processed on June 27, 2022 in the amount of $169.00 with *****% APR. The agreed-upon repayment terms were for 3 monthly installment payments of $59.17 beginning on July 27, 2022. **************** did not make any payments towards the loan before payments became more than 120 days overdue.  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.
  
  The loan was charged off on November 25, 2022. **************** made a payment while the loan was in collections on January 13, 2023 in the amount of $123.98. The remaining balance of this loan was adjusted on January 14, 2023 and the loan was settled. 
  
  Mr. Pierres ****** ****** loan (ID ********** was processed on May 31, 2022 in the amount of $330.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $59.91 beginning on June 30, 2022. **************** did not make any payments towards the loan before payments became more than 120 days overdue. The loan was charged off on October 29, 2022, to Affirm's third party collections partner, **********. **************** has made one payment of $50.00 towards the loan in collections on December 19, 2022. 
  
  Affirm has not received any direct contact from **************** regarding these loans to date. For his convenience, the Truth in Lending disclosures for these loans have been attached to this response. 
  
  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 for the aforementioned loans. Affirm must respectfully decline Mr. ******* request to remove this loan from credit reporting. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

• Initial Complaint

  Date:01/11/2024

  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.

  Fraud under my name and they refuse to do anything about the matter. Supervisors dont do anything either its always a well email you I found the person who did it and had them on the line. Yet nothing done. When you have for an employee number for reference to the case they wont give you one very shady business. Given them a police report and still nothing. Seeking higher up help to settle accounts

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to ******************** BBB complaint, which states his concerns with unauthorized activity on his Affirm account. 
  
  ********************** records indicate that ******************** Virtual Card loan (ID ********** was processed on May 24, 2021 in the amount of $1,500.00. The loan terms included 12 monthly installment payments of $146.23 and the loan APR is *****. No payments have been made towards the loan. As the loan became overdue for more than 120 days, it was charged off on October 23, 2021. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. The loan is currently held by Affirm's third party collections partner, **********************. 
  
  Affirm was first notified by **************** that he was experiencing unauthorized activity on his account on February 17, 2023. He called in again on March 1, 2023 and March 2, 2023 for a follow up. The unauthorized activity investigation may take up to 30 days to be completed. 
  
  Affirm's Account Safety Team completed their investigation on March 14, 2023 and their investigation found **************** to be responsible for the loan as well as the the associated payments. This was communicated to **************** via email. 
  
  On July 12, 2023, **************** provided a copy of the police report involving his claim. On July 18, 2023, a member of the Affirm Account Safety Team acknowledged receipt of this evidence, but advised **************** that he would need to complete and return an affidavit for his claim to be reviewed further. **************** advised that he would complete and return this documentation. 
  
  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 the Affirm loans and account information, as well as any information provided by ****************. The team provided him with an affidavit on the same email for him to complete in order for them to further review the claim. They also advised him to submit any additional documents he was in possession of to substantiate his claim. According to Affirm's records, **************** has not provided the completed document. 
  
  On January 9, ****, **************** contacted an Affirm to request an update regarding his claim. On January 25, ****, a member of Affirm's Account Safety Team advised **************** that he would remain responsible for the balance of his loan. However,**************** was advised that his claim would be reviewed further if he completed an affidavit regarding his claim. 
  
  Once a completed affidavit is received, Affirm will investigate ******************** claim and notify him of the outcome within 30 days. To do so, please see the following link: ******************************************************************************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 and will have to respectfully decline ******************** request to remove credit reporting for the loan BQNW-GF7J.
  
  In the event **************** has any further questions or concerns, Affirm encourages him to reach out to *******************************************************************.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I may a purchase on May 25th on RugStudio.com and payment was made via Affirm. I was immediately notified that the item was unavailable and funds had been refunded. I waited months for Affirm to credit the refund so I did not have to make payments, I contacted Affirm customer service and was told to make payments, when the refunded is credited I would be refunded. After months of following up, Affirm credits the account on Jul 25th and refunds payments made partially claiming I am responsible for the interest amount. How can that be possible when refund was processed the same day, seller did not have the item. I have spent months calling, emailing. I have provided all proof of Rug Studio refunding the items, communications and I still get stonewalled. This is fraud and unacceptable! I would like my account refunded completely, financial institutions like these may it hard for people to trust them and do the right thing. It has cost me so much time trying to get this resolved, even having staff tell me this is the way Affirm is and they will never refund me.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to Ms. ************ BBB complaint which states her concerns with a refund for loan 5FVI-08GD.
  
  Affirms records indicate that loan 5FVI-08GD was processed on May 25, 2023 for $746.24 for a purchase with Rugstudio.com. The agreed upon terms were *****% APR to be paid over 12 monthly installments of $72.41. The loan received 2 payments of $72.41 on July 25, 2023 and August 25, 2023. The loan received a refund towards the loan balance on August 25, 2023 in the amount of $746.24. ************** received a 3 refunds in the amounts of $18.95 on August 26, 2023 and  $72.41 on September 01, 2023. 
  
  On January 09, ****, ************** reached out regarding the remaining amount paid.  The customer care team reviewed her complaint and processed an interest refund of $54.46 back to her account ending in 3185. 
  
  At this time, the loan has been fully refunded and ************** is not responsible for the loan or repayment. 
  
  Affirm would like to thank ************** for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm directly via email.
  
  

• Initial Complaint

  Date:01/10/2024

  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 bought 2 goods on Dec 1, 2023 using Affirm for a total of $192.76 I made 3 payments of $48.91 = $****** After 2 payments I made a return of 1 good worth $65. The store issued a refund of $55 (minus $10 restocking fee). Once the refund was processed Affirm issued me a refund of $6.81.I now have no product (it was returned) and yet affirm has pocketed the refund ($55) and told me they do not issue partial refunds and that they will not adjust the initial loan amount even though I returned the product. In essence, I have been charged the price of 2 goods for only 1 good. The screenshot clearly shows the loan amount of ****** and that they believe I have only paid *****. The screenshots show that I have paid $****** in total.The business has refunded the money, but affirm will not pass the refund on to me. This system allows affirm to steal money from customers. They were rude on the phone to me and told me that the only recourse was from the business that I purchased from, and not from them. I request a refund of the $55.The Loan ID is ********* I spoke to supervisor *********. Reference No. ********

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to **************** BBB complaint which states their concern with a loan they have not been refunded for.
  
  Affirm's records indicate that loan 1XZF-K90F was processed on December 3, 2023 for a purchase with the merchant, STATE, in the amount of $192.76. This loan has terms of ****% Annual Percentage Rate (APR) and 3 bi-weekly payments of $48.19. The loan received 3 partial refunds: $55.00 on January 3rd, ****, $127.76 on January 12th, ****, and $1**** also on January 12, ****. The loan was successfully refunded for $41.38 and $6.81 on January 5th and January 12th, ****. 
  
  ***************************** contacted Affirm by phone on January 13, ****, stating that they were expecting a further refund. As of January 24, ****, ***************************** should have received a notification that the remaining balance due to them for $96.38. Affirm has requested that they please verify the address on file for their Shoppay account prior to ********************** sending the check. Please locate the email received on January 24, ****, containing You've got a refund and be sure the address shown is accurate. 
  
  Refund checks can take up to 30 days to be received. 
   
  In the event they have any further questions or concerns, we encourage them to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:01/10/2024

  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.

  On 12/9/23 I made a purchase to Dicks Sporting Goods for $145.01 and on 12/16/23 I made a return. My refund never went back to my loan that I had on Affirm. On 12/18/23 I contacted customer service about this issue and told then which loan it should be applying to. They told me they were sending it over to another **** to get that done. It is now 1/9/24 and still so resolution to any of this and now I am being charged interest for !

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan from a merchant.
  
  Affirm's records indicate that on December 11, 2023, processed for a purchase with the merchant, ****'s Sporting Goods in the amount of $150.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $14.06.
  
  On December 18, 2023 ******************** reached out to Affirm stating stating she returned her item to the merchant and requested a refund towards the loan. On December 29, 2023, Affirm advised ******************** there was a technical issue with applying the refund towards her loan.
  
  On January 20, ****, an email was sent to ******************** advising that the loan was fully refunded and that she was no longer responsible for repayment. 
  
  We sincerely apologize for any frustration this situation may have caused for ********************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 01/23/2024

  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. I would like to thank the *** and the customer service agent, ******, for acting quickly and resolving this issue !
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/10/2024

  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 accordance with the Fair Credit Reporting Act. The List of accounts in the files provided has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ******* U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.15 U.S.C ****c. (a) (5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.15 U.S.C. ****s-2 (A) (1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Account Name: ********************** *** Account Nubmer: B83P

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity in responding to ****************' BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indicate that on August 26, 2021 loan B83P-CVM2 processed with the merchant, Vrbo for $743.14 with loan terms of *****% Annual Percentage Rate and three monthly payments of $262.20. Due to having a past due balance for more than 120 days, the loan charged off on February 24, 2022. **************** settled the loan with Affirm's partnered, third-party debt collector, *********** on March 17, 2022.
  
  Between the dates of November 19, 2022 and October 4, 2023, Affirm received multiple **** disputes in which **************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes after confirming all the information being reported to the credit bureaus was accurate.
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). ****************' complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. **************** also states that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of her credit report. When she accepted Affirms Terms of Use and Privacy Policy and submitted her credit application, she consented to having her credit report pulled. **************** can view Affirm's Terms of Service that can be found here: **************************************.
  
  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. Affirm respectfully decline ****************' request to remove credit reporting for loan B83P-CVM2.
  
  In the event that **************** has any additional questions, we ask for her to contact Affirm directly via ****************************************************.