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:09/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my serious concerns regarding the unacceptably delayed processing of my refund request for Loan Number WHNK *********** MV6J, submitted on August 15, 2005. According to your stated policy, refunds are generally processed within the stated timeframe of 15 days. Yet it has now been over 30 days since the refund was sent from the merchant without resolution or satisfactory communication from your team. This delay is not only frustrating but has caused significant inconvenience. I have made multiple attempts to resolve this issue through your customer service channels, including chats and phone calls], yet the lack of effective communication and resolution is disheartening

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint, because she is requesting a refund.
  
  Affirm records indicate that ************** loan WHNK-SSSM processed on February 14, 2025 in the amount of $1,090.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $194.20 on the 14th of each month/other week. 
  
  Affirm records indicate that ************** loan XGIL-MV6J processed on April 16, 2025 in the amount of $897.00 with 0.00% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 3 monthly/bi-weekly payments of $299.00 on the 16th of each month/other week. 
  
  On August 21, 2025, a dispute was opened by Ms. ***** for loans WHNK-SSSM and  XGIL-MV6J and the investigation is still ongoing. Once the investigation is resolved, Ms. ***** will receive an email with any updates. 
  
  When a dispute is initiated, Affirm's role is to serve as an intermediary. We review the information provided by both Ms. ***** and the merchant to determine whether the merchant adhered to their stated policies and procedures. Both Ms. ***** and the merchant will be given the opportunity to provide supporting documentation or evidence. Affirm will assess all submitted materials and notify Ms. ***** of the outcome via email within approximately 60 days. Please note: Affirm's ability to resolve the dispute is based on the merchants policies and the documentation provided. Final outcomes may reflect the merchant terms.
  
  Affirm apologizes for any inconvenience that Ms. ***** has experienced during this process.
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm *********** Search for answers and contact us .

• Initial Complaint

  Date:09/08/2025

  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 writing to notify you of a fraudulent account that has been opened in my name with Affirm **** I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: Affirm ****Opened Date: 8/1/2021 Account Number: 6ZV0****High Credit: $322.00 I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate confirmation of the accounts closure, along with any documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed her complaint, which involves her claims that an unauthorized account and loan were opened in her name and request that the negative credit reporting be removed.
  
  Affirm's records indicate that the virtual card loan 6ZV0-PPLD was processed on August 16, 2021, for a purchase with the merchant, Priceline, in the amount of $434.10. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $112.81. A refund of $40.01 was applied to the loan on August 31, 2025 reducing the loan balance to $31.18. No payments have been made towards the loan. The loan was charged off on March 17, 2022 and paid off on April 1, 2022.
  
  Affirm has not received any direct communication from Ms. **** regarding a fraudulent account or unauthorized loan created in her name.
  
  Following the receipt of the current complaint, Ms. ****** claim was further escalated for review on September 11, 2025. On the same day, a member of the Affirm Account Safety Team followed up with Ms. **** via email informing her that she is responsible for the loan in her name based on the available information. Ms. **** was further encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Affirm encourages Ms. **** to complete the webform within the Affirm's *********** and provide any supplemental documents to support her claims of the unauthorized account and loan. Once a completed webform is received, Affirm will conduct further investigation and notify her of the outcome within 30 days. To do so, please see the following link:
  ************************************************************************************;
  
  As outlined in our Terms of Service, Privacy Policy and your loan agreement Affirm is required under the Fair Credit Reporting Act (FCRA) to report accurate loan and repayment information to the consumer reporting agencies. We are only permitted to update or correct information if it is determined to be inaccurate, incomplete, or unverifiable. By accepting the terms of your loan agreement, you acknowledged and consented to these reporting practices. You may review current Terms of Service at **************************************
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ***** request to remove any negative credit reporting until the unauthorized account and loan is proven.
  
  In the event Ms. **** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:09/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shop pay allowed a order for a watch band through a seller Swiss or Bandist and the order was accepted and charged to my debit card on August 21, no shipment or acknowledgement from the company and ******** has not answered my complaint and has no customer support contact! Both the seller and Shop pay are a joke and are complicit in this FRAUD! I want a refund!

  

  Business Response

  Date: 09/10/2025

  Thank you for providing Affirm the opportunity to respond to Mr. ****** Better Business Bureau (BBB) complaint. Affirm has reviewed his dispute which states his concern regarding a purchase he was charged for but yet to be received.
  
  Based on the information provided, no active Shoppay account could be identified that corresponds to the details referenced in the current complaint. At this time, we ask that you provide more information related to your claim by emailing ***************************************************************** or by calling our ************* Team directly at ************ between the hours of 7 am and 10 pm CST seven days a week.
  
  Mr. ***** Can also contact Shoppay by following this link;
  ******************************************************;
  
  In the event that Mr. ***** has any further questions or concerns, we encourage him to reach out to **********************************************************.
  
  

• Initial Complaint

  Date:09/07/2025

  Type:Billing 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 called yesterday 9.5.2025 and spoke with an individual on asking for a payment deferral on a payment with ***********. I confirmed with this individual that we were on the correct payment deferral plan. He said yes. He then had me say yes to a new contract on this *********** payment deferral. The payment was deferred on 9.6.2025. Today, 9.7.2025, my payment was no deferred. I called in to speak with a representative and they told me that since the payment was overdue they can't authorize a deferral. I told them that it was and they said it wasnt. The agent at affirm lied to me, got a great review from me because I thought he had resolved my issue and had me sign a legally binding verbal agreement under false pretences.

  

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint, because he applied for a deferral for two loans and one of the deferrals was applied to the wrong loan.
  
  Affirm records indicate that Mr. ********* *********** loan M9UE-420D processed on August 5, 2025 in the amount of $928.68 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $171.43 every other week. 
  
  Affirm records indicate that Mr. ********* Affirm Virtual Card loan JELP-49O1 processed on July 17, 2025 in the amount of $130.00 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 12 monthly/bi-weekly payments of $11.75 every other week. The loan required a down payment amount of $13.00 that was submitted on July 17, 2025, leaving a residual loan amount of $117.00 to be repaid.
  
  Affirm records indicate that ****************************** loan 3OCP-ZM6W processed on June 13, 2025 in the amount of $854.27 with *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 6 monthly/bi-weekly payments of $73.10 every other week. The loan required a down payment amount of $458.26 that was submitted on June 13, 2025, leaving a residual loan amount of $396.01 to be repaid.
  
  On September 6, 2025, Mr. ******* called Affirm and requested to have the September payments for loan M9UE-420D and loan 3OCP-ZM6W deferred due to financial issues with his employer. 
  
  At that time the ************* agent submitted two applications for approval for the deferments. Both applications were approved; however, in error, the ************* agent submitted the application for loan JELP-49O1 instead of loan M9UE-420D. 
  
  Affirm apologizes for the ************* agent. Please know that the ********************** agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  ********************** would encourage Mr. ******* to apply for another deferral for loan M9UE-420D, Mr. ******* will need to follow the steps outlined on the *********** at Affirm *********** Search for answers and contact us 
  
  In the event Mr. ******* has any further questions or concerns, we encourage him to reach out to Affirm *********** Search for answers and contact us .

  Customer Answer

  Date: 09/15/2025

  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:09/07/2025

  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 have been trying to close my account with **********************. There has been a lot of fraudulent activity on the account. Even though there has been fraud I paid the account in full. They told me they have to wait 30 days to close my account from the day its paid off. It has been paid off for over 30 days and they REFUSE to close my account saying I need to verify my identity by sending them my driver license. They obviously have my information because they let numerous people fraudulently use my account. I just want it closed. That's all so this never happens again.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint, because she is requesting to have her Affirm account closed.
  
  On September 7, 2025, Ms. ********* reached out to Affirm and requested to have her Affirm account closed. 
  
  Please be advised, Ms. ********* Affirm account becomes eligible for closure 30 days after  her final loan payment has been processed and all associated accounts, such as ********************** Money or Affirm Card, have also been closed.
  
  Please note that, per Affirms Terms of Service, **** ********* request may take up to 30 business days to process." Ms. ********* can review our full Terms of Service for additional details at **************************************.
  
  Affirm records indicate that Ms. ********* account was compromised and therefore was locked to prevent any further security risk. 
  
  Since the account is compromised, the account must be recovered before Affirm can start the closing process. Part of the recovery process is verifying Ms. ********* identity. 
  
  On September 8, 2025, Affirm sent Ms. ********* an email with a link to verify her identity. 
  
  On September 11, 2025, Affirm sent another verification email to Ms. ********* due to there being an issue processing Ms. ********* ID. Please reply to the verification email or call Affirm to request another verification link. 
  
  Affirm apologizes for any inconvenience that Ms. ********* has experienced during this process.
  
  In the event Ms. ********* has any further questions or concerns, we encourage her to reach out to Affirm *********** Search for answers and contact us .
  

• Initial Complaint

  Date:09/07/2025

  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 got a text in my cell from affirm about a loan payment coming due in August. I didn't click the link because I had no idea what affirm.eas and though it was a scam so googled affirm. I called and filed a fraud complaint because I had no idea what the company it was from was or what affirm was. They took complaint on Aug 25th ehich was the day after I was sent the **** about the loan and sent an email confirming filing complaint. They said nothing I provided them matched the info on file so they couldn't give me much info on it. Only thing matching was my cell number. I never got an email in my emails I have a use only a text about this supposed loan. They replied about the outcome of the fraud complaint Sept 4th saying that in their investigation I am responsible for the loan. I called immediatly again and have once again filed a complaint to dispute again. New Reading, Loan ID: ********* Is the supposed loan I have no.idea what New Reading is and before getting message and googling affirm I also had no idea what affirm was. I did NOT order whatever this is or take a loan out and I am afraid this Will end up on my credit report under collections for something I never did or ordered. I am.getting repeated text messages daily about the past due amount for the loan payment and I want.whatever this is canceled and removed from me entirely. How ******* tell me that the info I gave you doesn't match the loan on file ****** can't share info with me and yet.then turn.around and tell me that I am responsible for this loan! I do not know or have any clue who or what this even is. I want it canceled and removed from me immediatly.

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed her complaint, which involves her claims that an unauthorized account and  loan were opened in her name and requests that it be canceled.
  
  Affirm's records indicate that the virtual card loan 73NA-VIDP was processed on August 4, 2025, for a purchase with the merchant, New Reading, in the amount of $70.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $12.53due on the 4th of each month. A refund of $40.01 was applied to the loan on August 31, 2025 reducing the loan balance to $31.18. No payments have been made towards the loan.
  
  Affirm encourages all customers to make payments on or before their scheduled due date. While you won't incur any late fees, please be aware that late payments may impact your ability to take out future loans with Affirm. Affirm reports all payment plans and associated repayment activity to Experian (for loans originated on or after April 1, 2025) and ********** (for loans originated on or after May 1, 2025), and may report to other credit bureaus in the future. If your payment is 30 or more days overdue, it may be reported to credit bureaus as delinquent. Furthermore, if payments are more than 120 days overdue, Affirm reserves the right to refer your loan to third-party collection partners. Once a loan has been charged off, this status is irreversible.
  
  Ms. ******** contacted Affirm on August 25, 2025 to report an unauthorized loan associated with her phone number. The Affirm ************* Agent informed her that the case will be escalated to the appropriate team for further investigation. On the same day, an email was sent to her confirming that her account was flagged for suspected Unauthorized activity, collections, negative furnishing and payments were placed on hold until the investigation is concluded.
  
  After an investigation was conducted, Ms. ******** was found responsible for the loan. An email was sent to Ms. ******** informing her of the dispute outcome on September 4, 2025. The email also encouraged her to provide new information such as a police report or other documents via a webform link provided.
  
  Following the receipt of the current complaint, Ms. ********** claim was further escalated for review on September 11, 2025. On the same date, a member of the Affirm Account Safety Team followed up with Ms. ******** via email informing her that she is responsible for the loan in her name based on the available information. Ms. ******** was further encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Affirm encourages Ms. ******** to complete the webform within the Affirm's *********** and provide any supplemental documents to support her claims of the unauthorized account and loan. Once a completed webform is received, Affirm will conduct further investigation and notify her of the outcome within 30 days. To do so, please see the following link:
  ************************************************************************************;
  
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23851630
  
  I am rejecting this response because:

  I have filed the form response you asked for. I have not been provided a document showing I agreed to a loan. There is nothing with my name or signature in fact I was besides the cell number my information did not match the loan on file and I could not be provided information about the loan as a result either. So how am I responsible for something I never saw or signed. I do not have any loans with anybody but my car loan. I.was never told there was a credit issued. I was only told in an email I was found to be responsible for the loan. I never signed anything I was never sent an email to either email address I have on file ********************** or ********************** stating I signed for a loan. I do not even know what New Reading is. I have no idea what was purchased even. I absolutely did not take this loan. In fact when I got the text I had to ****** affirm to see if you were a legit company because I thought it.was a scam text message. I am not paying for something qhen I have no idea what it is I am even paying for. I am not paying for a loan without proof that I signed and agreed to the loan. 

  
  Sincerely,
  
  ******** Elgewiny

  

  Business Response

  Date: 09/17/2025

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding an unauthorized loan on her account.
  
  As previously stated, Ms. ******** was informed that the account would undergo a second review for possible fraud. After this additional review, completed on September 11, 2025, , she was again advised that she remained responsible for loan 73NA-VIDP and encouraged to complete a webform in order to provide additional information for further investigation into her claims.
  
  Upon receipt of this complaint, Affirm escalated the claim to the Affirm Account Safety Team for review. On September 17, 2025 a member of the Affirm Account Safety Team reached out to Ms. ******** via email informing her she was found responsible for the loan. The Account Safety team's investigation included a thorough review of all information available at the time of the review, including information provided when the claim was made, details of the disputed loans, and account history.
  
  Ms. ******** can provide these documents to further support her claim: a full Police Report filed with her local law enforcement, screenshots of any messaging she may have received from a fraudster, a timeline of events, and a signed and notarized affidavit from her, formally attesting to the identity theft. Ms. ******** may contact Affirm at ************ or email ***************************************************************** referencing case ******** to submit documentation.
  
  Affirm encourages all customers to make payments on or before their scheduled due date. While Ms. ******** won't incur any late fees, late payments may impact her ability to take out future loans with Affirm. Affirm reports all payment plans and associated repayment activity to Experian (for loans originated on or after April 1, 2025) and ********** (for loans originated on or after May 1, 2025), and may report to other credit bureaus in the future. If Ms. ********* payment is 30 or more days overdue, it may be reported to credit bureaus as delinquent. 
  
  Attached, Ms. ******** will find the Truth in Lending Disclosures and Loan Agreements, bearing her electronic signature, and the Loan Verification documents. These collectively serve as a validation of her debt.
  
  As stated in Affirms Terms of Service, Your electronic signature on agreements and documents has the same effect as if you signed them in ink. She can find more information on Affirm's Terms of Service at **************************************.
  
  In the event that Ms. ******** has any further questions or concerns, Affirm encourages her to reach out via ****************************************************************;
  
  

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23851630
  
  I am rejecting this response because:

  This is the first time I have ever even gotten this at all and I have never seen it before. I would have remembered. I do not see my signature. They still have not even told me what the loan was for. I asked what New Reading is. They have still yet to tell me what it even is. I did not request a loan for anything at all. What is the company and what did I buy from them??
  
  Sincerely,
  
  ******** Elgewiny

• Initial Complaint

  Date:09/07/2025

  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.

  I've been a loyal customer with this company for almost 3 years now and I've always had purchasing money to spend on this app. I pay my loans on time and even sometimes earlier than its due date. Out of the blue about a few weeks ago, my purchasing power disappeared. I received a email saying the company can't verify my identity. I've been using this app for years and nothing has changed so all of a sudden they can't verify my identity. I reached out to customer service more than once and all they said was wait it out every 7 days to see if it updates, it never does. This seems to be a common issue with Affirm telling customers they can't verify their identity out the blue and taking away their purchasing money. I know for a fact that there is a way to correct this issue because I've read about the many customers who have complained about the same thing. I've seen the complaints specifically on reddit. I would like this to be looked into and for Affirm to correct the issue asap because this is a big inconvenience and they might lose a loyal customer(myself) and many other loyal customers if this keeps up. **************** also needs to be handling issues better, they never know what is going on with certain problems. Thank you for your time.

  

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. We have reviewed Ms. ******* complaint regarding her loss of purchasing power and the identity verification issues she experienced.
  
  We've identified some discrepancies in Ms. ******** account information. To resolve this, she'll need to visit *************************************************************************, click the "Still have questions? Contact us" button, and complete the follow-up questions. Please note that Ms. ****** will need to submit verification documents for review by our account safety team, a process that typically takes 3 to 5 business days. She will be provided a safe link to complete this step so we ask that she not send any ID documents through email. Once our account safety team has reviewed her documents and made the necessary corrections on the account, Ms. ****** should regain full access to her purchasing power.
  
  We apologize for any inconvenience this has caused and for the fact that this information was not addressed or relayed to Ms. ****** when she called to inquire about her purchasing power.
  
  In the event Ms. ****** has any further questions or concerns not related to the topic above, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/05/2025

  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.

  10/10/2024 i bought an item from a company the company used affirm for purchases; 8/15/2025 We returned part of the items (the company we purchased from was gave us no issues had warranties etc) it was affirm who provided issues all the way through they insisted on sending a check recieved the check in September 30 days approx cashed the check the check bounced. Now if i bounce a check on a company there are fees etc. Called affirm they said they needed to issue another check and would take another 30 days this is none sense they bounce a check this was not an us issue this was an issue by the company and all they have given was runarounds about refunds

  

  Business Response

  Date: 09/10/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint regarding the refund associated with his recent return.
  
  We understand and regret the inconvenience and frustration this situation has caused. Upon review, Affirm's records indicate that the purchase referenced in the complaint is not associated with Mr. ****** account. Due to privacy and security policies, Affirm is unable to disclose or discuss account-specific information unless we are speaking directly with the verified account holder.
  
  If someone else is inquiring on Mr. ***** behalf, they must obtain verbal authorization from him before our ************* team can discuss any account details. Mr. **** may contact Affirms ************* team directly by calling ************, available 7 days a week from 7:00 a.m. to 10:00 p.m. CST.
  
  For further assistance or to submit an inquiry online, Affirm also encourages Mr. **** to reach out through our *********** at: ****************************************************.

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23845767
  
  I am rejecting this response because:My wife has given explicit consent my number is on the account as a comtact and the checks that paid the invoices came from my accoint affirm is playing games since my wife is right next as I write this message.  i see no issie with my compalint besides the fact we are now playing symantics my wife **** can also make a complaint. as Reference I was able to cummincate with Affirm with no issues serveral times refarding the issue after providing the reference number provided in my complaint affirm has texted my numner as well to confirm the account while on the phone never havw rhey asked me for my wifes permission. They can keeo their apologies and correct the situation if we decided to go buy an itme and bounce a check on the company they would come after us with debt collection, fees for bluncing a check etc. if needed my wife will file a comlaint as well attached is the confirmation code received to communicate with affirm and authorization severla times has been given by my wife stop playing games and send a valid check that will not bounce
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond to Mr. ****** BBB rebuttal regarding a refund
  We understand and regret the inconvenience and frustration this situation has caused. Upon review, Affirm's records indicate that the purchase referenced in the complaint is not associated with Mr. ****** account. Due to privacy and security policies, Affirm is unable to disclose or discuss account-specific information unless we are speaking directly with the verified account holder.
  If the account holder of the account that Mr. **** is referencing needs more information we kindly ask he have the account holder contact Affirms ************* team directly by calling ************, available 7 days a week from 7:00 a.m. to 10:00 p.m. CST.
  For further assistance or to submit an inquiry online, Affirm also encourages Mr. **** to reach out through our *********** at: ****************************************************.
  
  

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23845767
  
  my wife has made a complaint This morning

  I am rejecting this response because:

   

  Affirm is playing games lets see their excuse/to my wifes Complaint and since I paid the account from my checking account ********************** should return all payments in violation of security but they cashed the checks. If they were so ****** on security and my wife never gave permission then how was I able to call in and speak with affirm and or send checks not in her name to cover the Invoices

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

• Initial Complaint

  Date:09/05/2025

  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.

  Please see attachment of complaint

  

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that she is due a refund of a down payment.
  
  Affirm records indicate that Ms. ******* loan QCEP-GYVI was confirmed on August 19, 2025, for a purchase in the amount of $2600.00 at LIV ***** Watches. Ms. ****** agreed to make 12 monthly installment payments of $191.99 and the loan Annual Percentage Rate (APR) is *****%. A down payment of $650.00 was required and submitted on August 19, 2025.
  
  On August 27, 2025, Ms. ****** contacted Affirm via chatbot system stating that an order she placed was cancelled by the merchant. She was concerned about the down payment that was made by her not being returned immediately.
  
  On September 02, 2025, Ms. ****** followed up that interaction with calling in to Affirm regarding the refund from her down payment. Ms. ****** expressed frustration with the refund not being completed. The customer care agent advised Ms. ****** of the merchant processing cutoff date which will be September 18, 2025.
  
  At this time, the loan is still in the approved-merchant processing state as the merchant is processing the associated order. To that end, Ms. ****** is not responsible for the monthly installment payments associated with the loan.
  
  Affirm loans when confirmed but not processed are typically in a pending state state for up to 21 days to ensure that the merchant is not going to capture any funds associated with the loan. We apologize for any inconvenience this may have caused but as of September 17, 2025, the loan should finalize and any unused funds will be adjusted from the loan balance. Ms. ******* will also receive a notification of a refund and will be returned to the original form of payment within 3 to 5 business days.
  
  In the event ********* has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/05/2025

  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 made a purchase using affirm--buy now pay later, on August 1, 2025. I paid $101.40 as the initial down payment and affirm was to cover the additional funds required by the merchant (*******) which would be a total loan amount not including my down payment; $506.84. The order I placed was never processed by the merchant, due to their system rejecting the high purchase as a safety precaution. I immediately contacted affirm, provided them the confirmation of the cancellation ID and explained the situation. They first tried to blame the merchant for not releasing funds of down payment. Then they said I had to wait until August 21, 2025 before the pending transaction would fall off from their system. I attempted to have the situation escalated, when that did not work I contacted my bank. I filed a dispute, provided the necessary proof and was later denied the charge back. I received paperwork confirming the denial from my bank on August 13, 2025. By September 1st I still had not received my refund from affirm so I contacted CS...again. I was informed the charge back was still pending in their system and to wait another 2 business days. I waited and called back yesterday. I was informed that I needed to provided proof of the denial, which I emailed a copy of the paperwork and STILL was told I needed to wait. The "supervisor" I spoke with supposedly had no ability to override the system to process my refund. Nor did he have a time frame that their system would register the pending charge back as cancellated. He supposedly could not get someone in upper management to override the system either. I was given no guarantees of when I could expect my funds but instead told that my account would be notated and "hopefully prioritized."

  

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed his complaint, which states his concern regarding a refund from a order that was cancelled. 
  

  Affirm records indicate that Mr. ********* ******* loan 9KS7-4095 with an *****% (Annual Percentage Rate) APR. The agreed-upon repayment terms were for 18 monthly payments of $29.49. The loan required a down payment amount of $101.40 leaving a residual loan amount of $405.60 to be repaid.
  
  After reviewing your account, ********************** can confirm that Mr. ********** chargeback has been approved by his bank. When a payment is charged back, those funds are returned to your original payment method while your bank completes their investigation. 
  
  Since Mr. ******** chargeback was successful, the payment will be processed directly by his bank and not by Affirm. The funds should be credited back to Mr. ********** original payment method. 
  
  If Mr. ******** have any questions about the timing or details of this refund, please contact your bank directly as they will be handling the processing of these funds.
  
  In the event Mr. ******** has any further questions about their Affirm account status after the chargeback, they can contact Affirm Customer Support at ************** or through our help center here at ******************************************.

  Customer Answer

  Date: 09/14/2025

   
  Complaint: 23843985
  
  I am rejecting this response because:

  I have been in contact with my banking institute that has informed me that nothing has been "approved". My dispute is still under investigation and could take another 10 businesses days if not another 2 months give or take for a solution (since their process can take from ***** days).

   

  Therefore I am not sure who the affirm associate was and who they spoke to at my banking institute but their is no evidence to support their response. 

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

  

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal. Affirm has reviewed Mr. ******** complaint, which involves his concern that he is due a refund of a down payment.
  
  Upon receipt of Mr. ******** complaint, Affirm escalated his concern to our resolutions team. After further investigation, a chargeback occurs when a payment made by a customer temporarily reversed by their financial institution while a dispute is being reviewed. During this time the disputed amount is credited back to the customer's account, pending the outcome of the bank's investigation. For any further information regarding resolution please contact your financial institution directly.
  
  In the event Mr. ******** has any further questions or concerns, we encourage him to reach out to ****************************************************.