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:01/10/2024

  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 purchased a phone from ******* and paid thru affirm.com. But the product never arrived, and ******* stated i have to sign for it with the ** which i never did. I asked to provide the proof ******* closed my account. I tried to complain to affirm.com and they stated i have to pay received or not received. please assist with this business to resolve this issue. affirm.com is very tough to deal with and they are not listening at all. i have complained to them four times in writing and they states that i have to pay. if they can provide me who signed for the product i will gladly pay.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed the complaint and states their concern with a ******* order not being delivered but they have remained responsible for the loan payments with Affirm.  
  
  Affirm's records indicate that loan D0DJ-KQWW was processed on December 7, 2023 for a purchase with the merchant, *******, in the amount of $860.11. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $78.04 due on the 7th of each month. This loan reflects an overdue amount of $78.04 as of January 26, ****. The next payment is due on February 7, **** for $78.04
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans 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 our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  ***************************** first contacted Affirm on December 8, 2023, by phone and explained their concern with never receiving their order and the Affirm agent assisted with requested that a merchant dispute be looked into. 
  
  On December 8, 2023, Affirm requested further information from both ***************************** and *******. ******* replied the same day showing proof that the order had been delivered. Affirm informed ***************************** that the dispute was closed in *******s favor, and they remained responsible for the loan. 
  
  ***************************** was not satisfied with this response and claimed that they had never signed for the order. Affirm responded on December 12, 2023 and explained that we understand that this is not the outcome expected but ******* had provided the delivery proof, and the resolution remains the same. 
  
  Please note that Affirm manages the financing of the purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the order. Until the merchant refund the loan, ***************************** is still responsible for repayment. 
  
  In the event ***************************** has any further questions or concerns, we encourage them to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:01/10/2024

  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 was attempting to purchase a hotel on Priceline. Somehow, I was linked to affirm, asked for information that I thought was related to the booking. When I realized what was happening, I stopped the process without agreeing to open an account with **********************.Affirm was able to extract the information from the form, opened an account on my behalf, and I immediately contacted customer service online in order to cancel. I was forced to call customer service the next day and go through multiple menus before talking to an agent who demanded much information from me, which, for all I know, was a phishing operation.After 20 minutes or so of reluctantly surrendering my personal information, I was told that my account, which I never wanted was cancelled, allegedly.This is a dangerous company, misleading in intention, and collecting sensitive information. Buyer beware, especially if you are unaware that you are a buyer.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to ************ BBB complaint. Affirm reviewed the complaint which states his concerns with a purchase with Priceline and Affirm account. 
  
  **********************'s records indicate that a purchase was initiated on January 08, **** in the amount of $146.36 with a 0% APR. The loan was not confirmed and not processed.
  
  On the same day, ************ reached out via web requesting to the close his account. The case details show that the account was successfully closed on the same day. The profile details also show there were no loans associated with the account.
  
  ********************** apologizes for any confusion that *** have occurred. When checking out for a purchase, if the merchant provides Affirm as an option, the customer will be prompted to follow the steps to be able to purchase with Affirm. In order to use Affirm to check out, the customer must have a profile/ account with **********************.  If it is a customer's first time applying, they will be prompted to create an account. The option to pay and open an account with **********************, is completely up to the customer. ********************** does not create accounts for customers. For more information regarding shopping with Affirm please visit: **************************************************************************************
  
  At this time, Affirm has taken additional steps to ensure no loans can be taken out on this closed account. 
  
  In the event that ************ have any further questions, Affirm encourages him to reach out to Affirm via 
  
  ************************************************************

• Initial Complaint

  Date:01/10/2024

  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.

  This has been an ongoing issue for the past 2 months and neither Willamssonoma or Affirm is trying to help. ******** Sonoma Order Number: ************. Affirm Id: *********. I ordered on 11/27/23 and Item was marked as delivered 12/05/23. When I received an email that my order was delivered I rushed home to no package in sight. I contacted ******** Sonoma support immediately and spoke with the customer service to report the issue. They took all my information and told me that I needed to make a claim with *** and they would either refund or reship. I contacted *** and after their investigation it was proven that they delivered to the wrong address. *** sent me the confirmation documents that supported the claim and approved the claim and stated that a check will be sent to the sender. I have fwd all of the information that *** has sent to me. They told me the claim payment will be sent to the sender and that they need to refund me. ******** Sonoma is refusing to refund me after all of this. At this point I am extremely frustrated. I have done everything that I was supposed to do with ********************* and they are refusing to refund me. They told me told me to reach out to Affirm and dispute my payment. I got an email from affirm siding with the merchant which why I am confused. I have provided all accurate information to both Affirm and Williamssonoma. *** will not refund me due me not being the shipper. *** told me that the shipper is has the agreement, not the receiver. This is the tracking information: 1ZW412051242067583 They is the status: A claim has been issued to the sender for your package. Please contact the sender for more information. Affirm ask for all of this information which I have provided. Pleas help me. Proof of *************** investigation (Include supporting documents with case ID#): If the carrier is at fault for mishandling shipment or a Signature wasn't obtained (which could result in the package being stolen)

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to ************** BBB complaint regarding the merchant dispute process for loan A0MW-EC0O.
  
  Upon reviewing the case details, Affirm found that the case was originally  resolved in the merchants favor on January 08, ****. 
  
  On the same day, ************ responded and provided *** documents showing the claim was approved. The ************* team escalated the case for an additional review. On January 25, **** the team completed three review and the loan was due a refund. On that day the team processed a full refund towards the loan and informed ************ that he refund could take 3-5 days to appear back on his bank account.
  
  ************ can find this update on the loan timeline. As the loan was fully refunded, he is no longer responsible.
  
  Affirm would like to thank ************ for his patience with this matter. In the event he has any further questions or concerns, Affirm encourages him to reach out to ****************************************************
  
  

  Customer Answer

  Date: 01/25/2024

  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:01/10/2024

  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 have completed 2 returns that I made utilizing Affirm. The company credited the full amount of purchase. But, Affirm only refunded me half of the total refund.

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed her complaint, which states she has been refunded on her loan, but she doesn't show she has been refunded back to her. 
   
  Affirm's records indicate that loan YHR6-NJXB was processed on December 13, 2023 for a purchase with the merchant, Oakley, in the amount of $178.61. This loan has terms of ****% Annual Percentage Rate (APR) and 3 biweekly payments of $44.65. The loan shows a refund was processed for the full $178.61 on January 20, ****. The loan shows the refund was processed to Ms. ****** original form of payment for $44.65, however the refund failed. 
   
  She first contacted Affirm by phone on January 20, ****, to advise that she saw the refund processed but she did not receive it. The Affirm agent explained that due to the refund failing, she would be sent a refund by check to the address on file. 
  Please allow for the check to arrive within 30 business days. We appreciate her patience while we process her request. 
   
  In the event she has any further questions or concerns, we encourage her 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 10/08/2023 I got a loan from affirm to purchase a iPad Pro for the amount of $1,538.84 with an APR of *****%. I dont understand if they are charging for a loan then why doesnt it get reported to the credit agencies as its a loan. I mean they are charging a percentage for the loan so I believe it should be reported. Thats like been some kind of loan sharks.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to ************************ BBB complaint which states his concerns regarding furnished and unfurnished loans. 
  
  Affirms records indicate that loan QJEF-E9QJ  was processed for $1,586.00 for a purchase with Apple on October 11, 2023 with a *****% APR to be paid over 3 monthly installments of $560.68. The loan received timely payments and has been paid off since January 11, 2024.  This loan did not include furnishing and was not reported to Experian.
  
  For clarification, some purchases may include credit furnishing, but not all purchases do. For loans that do include furnishing, not every loan is eligible for furnishing. 
  
  Generally, a customers first loan will be eligible to be furnished, and subsequent loans will only be furnished if they go delinquent, in which case Affirm will furnish the entire history of the loan. For more information on credit reporting could be found here: ***********************************************************************************;
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm directly via email.
  
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21117934
  
  I am rejecting this response because:

  The company should be up front about their loans in the beginning. Not have a customer think that its a regular loan  

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

  

  Business Response

  Date: 02/01/2024

  Thank you for the opportunity to respond to ************************** BBB rebuttal regarding the credit reporting associated with one of his Affirm loans. 
  
  As stated in Affirm's previous response, though some Affirm loan terms include furnishing terms, not every loan is eligible for furnishing. Affirm would like to apologize for any inconvenience that this may have caused. More information related to ************************** loans terms can be found in the Truth in Lending disclosure, which is accessible within the Affirm app. 
  
  Generally, a customers first loan will be eligible to be furnished, and subsequent loans will only be furnished if they go delinquent, in which case Affirm will furnish any delinquent payments. For more information on credit reporting could be found here: ***********************************************************************************;
  
  In the event that ********************** has any further questions, Affirm encourages him to reach out to Affirm directly via email.

  Customer Answer

  Date: 02/01/2024

  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:01/10/2024

  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 took out a loan from my credit union to pay off bills, On 10.14.23 I sent a check from my Connex credit union to Affirm to pay off the balance of my loans from Affirm. The check from Connex was in the amount of $2162.68, I called Affirm previously to make sure that checks were accepted and the representative verbalized yes and that it would take 10 business days for processing. I mailed the check to the appropriate destination on Saturday, 10.14.23. I waited over ************************************************************ to call Affirm. I spoke with a woman and she told me that they received and processed the check on 10.19.23 and that it failed. I inquired why the check failed and she did not have a reason as to why. She notified me to call back within a few weeks if nothing is received and on 11.13.23 I called Affirm again for the update and explained my issue. The man I spoke with notified me that the check failed and that Affirm would be issuing a refund check in the amount of $2162.68. I called again on 12.4.23 to inquire and another man explained that it takes 30 business days to receive the check and that the week of 12.13.23 is when I should be expecting the refund check by mail. The confirmation number to that phone call is ********. On 1.8.24 I called Affirm again and explained my situation and frustrations and the representative stated that Affirm does not accept one check for multiple loans but only by single check, he notified that I will have to call the credit union and have them issue single checks for the amounts of each of the loans from Affirm. I inquired that the information given from the last representative was incorrect about the refund check and he confirmed that yes the information was incorrectly given. The confirmation number for that call is #********. I am extremely frustrated and disappointed with the lack of knowledge and false information given to me from them on the four times I have called them.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her concern with sending a lump sum check to pay several loans and she has been provided different information on the process of check payments. 
  ****************** called Affirm on October 12, 2023, to ask about how she could make a payment to Affirm by check. The Affirm agent explained that she was able to and informed her to make the check payable to Affirm. *** and provide the address as well. The Affirm agent explained that it can take 10 business days for a check to be processed.
  She contacted Affirm again on January 8, ****, and explained that she did not see the check was processed and what was going on. The Affirm agent gathered from her that she had sent in one lump sum to pay several loans. Affirm apologizes for any miscommunication that *** have occurred and would like to provide further clarification on check payments. 
  It is accurate that Affirm can accept one check for multiple loans, but we ask that a note be included with the check so that when we process the payments we see which loan should receive which payment. Individual checks are not required but if a customer prefers to send them individually, we just ask that the phone number associated with the Affirm account is on all checks as well as  the individual loan ID, for easy processing. 
  Once a check is received it does indeed take 10 business days to process the payment. Thought Affirm accepts check payments, debit card and *** payments are much faster, when possible. A debit card payment is instant, and the *** payment takes 3-5 business days to process on the loan. 
  At this time Affirm kidney asks for ****************** to reach out with further details of the check so we can confirm it. Please advise Affirm the check amount, check number, date written and any other details that can help Affirm confirm it. 
  At this time, all loans on file that are active are up to date on payments and the next payment due is for loan, W5N9-L1BP for $19.55 on February 10, ****. 
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21116805
  
  I am rejecting this response because: I made a phone call on 1/29/2024 at approximately 4:47 PM, Case number# ********. The representative was notified that I was calling to provide proof details of a check that was written to and cleared by Affirm for $2,162.68 on 10/18/23. The representative once again, opened another case and verbalized that it would be expedited to the loan department for their reviewing and that the situation will be taken care of.

  I am highly frustrated once again and I feel as though I am now back at square one where I originally started when I first called about the check and that no solution will be reached. I am being given the run around by this company and all I want is a simple refund for the money Affirm had cleared and never applied to my account to pay off all of my loans.
  

  Proof of the cleared check provided by my credit union was emailed to customer *********************************************************.

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

  

  Business Response

  Date: 02/01/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal, which concerns a check payment that had not yet been applied towards her Affirm loan. 
  
  Using the image provided by ****************** on January 29, ****, the Affirm ************* team was able to locate ********************** payment of $2,162.68 and apply it across her ten active Affirm loans: W5N9-L1BP, DWHU-QSEQ, LWD4-1XEC, XDIV-NKG6, SYVF-QJMI, F57H-AQKT, GCT2-V7T8, OVRG-S579, ****-725L and MUF5-BLGN. 
  
  ****************** may view her current loan details by logging in to her account online or through the Affirm app. 
  
  In the event ****************** has any further questions or concerns, she is encouraged to reach out to **************************************************** for assistance. 
  
  

• 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 11/21/2023, Affirm sent an email offering $15 off a $100+ gift card through 11/29/2023. Upon receiving the email, I clicked "Claim now" and purcharsed a $100 Lowes Gift Card. As part of the financing, I paid $25 up front and $60 was owed "after rewards credit." Unforutnaetly, the remaining balance of $75 was charged to my card in $25 payments on 12/1/2023, 12/15/2023, and 12/29/2023. I only purhcased the gift card due to the promotion and would like to be credited with the $15. I know the amount is nominal, but I gurantee other consumers are having similar problems and the issue needs to be addressed.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint which states his concerns with an offer that was not successfully applied towards his gift card purchase.
  
  Affirms records indicate that loan T2HV-GJ1D wad processed on November 19. 2023 in the amount of $100.00 with a 0% APR to be paid over 3 biweekly installments of $25.00. The loan required a downpayment which was paid on November 19, 2023. The loan received timely payments and has been paid off since December 29, 2023.
  
  While reviewing Mr. ******** complaint, Affirm found there was a technical issue that occurred and the $15 credit was not applied as stated. At this time, Affirm has processed a $15 refund which ****************** should see on his end in **** business days.
  
  Affirm would like to apologize for the frustration the situation has caused and thanks ****************** for his patience with this matter. 
  
  In the event that ****************** has any further questions, Affirm encourages him to reach out to Affirm via email.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for all of your help!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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.

  Affirm will not correct an issue with a fully refunded order, insisting the loan is still valid and is connected to a completely different order that wasnt fully refunded. Theyve been giving me the run around for over a month now. This is a very simple, straightforward situation but not one person seems capable of resolving it. Clearly, if an order is fully refunded within days of being placed, the loan cannot exist. I dont know what predatory nonsense theyre up to but I am done being patient with them.

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed her complaint, which states her claim that she is due an additional refund to one of her Amazon loans and it has not been processed.
  
  Affirm has reviewed her account and we have found two Amazon loans that are believed to be in question.
  
  Affirm's records indicate that loan 9CYB-LZD1 was processed on December 1, 2023 in the amount of $679.97. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $30.08 due on the 1st of each month. This loan shows a down payment of $170.00 was processed on November 26, 2023. Please note, this down payment was charged back on December 29, 2023. The investigation associated with this claim should be resolved by February 20, ****. The outcome of this investigation will determine next steps. This loan received one partial refund on November 30, 2023 for $409.39. This loan shows and overdue amount of $30.08 as of January 17, ****. The next payment is due on February 1, **** for $30.08.
  
  This loan is correlated to the Amazon order numbers as follows:
  
  113-9876977-0083465
  
  113-3555991******** = $409.39 refund applied to loan 9CYB-LZD1
  
  In the attachments in her CFPB complaint she included evidence to show that the Amazon order number ending in ******** was due a refund for $409.39 which matches to the above breakdown.
  
  The second loan with Amazon indicates that loan 8D4W-PMZA was processed on November 12, 2023 in the amount of $289.86. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $20.19 due on the 12th of each month.
  
  This loan is correlated to the Amazon order number as follows:
  
  113-3825133********
  
  ************** first contacted Affirm on December 3, 2023, through the Affirm *********** where she explained that this order was fully refunded, and she needed the loan canceled and the down payment refunded. On December 5, 2023, Affirm followed up and explained that the loan (9CYB-LZD1) she had an inquiry about was partially refunded for $409.39 on November 30, 2023 and no other refunds had reflected on the loan. Affirm encouraged her to contact Amazon if she was expecting another refund. She replied that Amazon had already told her that the full loan needed to be refunded and the loan needed to be canceled.
  
  On December 8, 2023, Affirm replied to explain that the order number with Amazon (********) was showing it was the one that had received the refund for the $406.39 per the forwarded email sh had sent to Affirm. She replied on December 8, 2023, stating that the order number Affirm mentioned was linked to loan 8D4W-PMZA and that Affirm had incorrect information.
  
  On December 9, 2023, Affirm explained to her that the order in question, per her evidence provided, had been refunded accurately. Additionally, Affirm advised that the order number with Amazon (********) was linked to loan 8D4W-PMZA and not with loan 9CYB-LZD1.
  
  Affirm provided a breakdown of the loan (9CYB-LZD1) and its refund again on December 27, 2023 and she replied that Affirm had changed the terms. Affirm then provided her a copy of the Truth in Lending Agreement on December 29, 2023. On December 30, 2023, Affirm asked her for evidence to support her claim that loan 9CYB-LZD1 is due an additional refund. Affirm contacted Amazon on January 9, **** and do not require anything further from her at this time. As soon as Amazon has responded and Affirm will have further details or a resolution, Affirm will be in direct contact with her.
  
  Please note that Affirm manages the financing of the purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Until the merchant processes another refund towards the loan, ************** remains  responsible for repayment.
  
  In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21115269
  
  I am rejecting this response because: again, Affirm is trying to charge me $108.43 for a loan for items that were fully refunded.

  They continually bring up a second and completely unrelated loan. I have no idea why they keep bringing up the second loan because that loan is valid and I have been happily paying it off on time and in full. If they have somehow tied the second loan to the first, then yes; that indicates that they have changed the loan terms without my consent because I never allowed for them to relate the two unrelated loans.
  

  They are trying to obfuscate and delay to avoid taking responsibility for inept management of an otherwise straightforward situation, or perhaps to squeeze every dollar out of a reliably paying customer.
  

  I bought 2 items and used Affirm to fund the purchase.  Both items were fully refunded by the original vendor. So can someone please explain how its possible for me to owe Affirm $108.43 for a loan for 2 items that were fully refunded? This is as simple as 2-2=0  and its deeply concerning to me that were nearly 2 months out on this situation and Affirm has done absolutely nothing of substance to resolve what is clearly an error on their end. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/01/2024

  Thank you for the opportunity to respond to *********************** BBB complaint rebuttal. Affirm has reviewed *********************** rebuttal, which states her Affirm loan is due an additional refund amount. 
  
  Affirm's records indicate that loan 9CYB-LZD1 was processed with Amazon on December 1, 2023, for $679.97. The repayment terms of the loan are 24 installments of $30.08 at an APR of *****% with payments due on the 1st of each month. The loan required a down payment amount of $170.00 during the application process, that was submitted on November 26, 2023. This payment has since had a charge back dispute filed against it. 
  
  Please note, a single Affirm loan obtained for purchases with Amazon can encompass multiple Amazon orders. There are two Amazon order IDs associated with loan 9CYB-LZD1. The associated Amazon order ID numbers for the loan are:
  
  113-3555991-7419446
  113-9876977-0083465
  
  In her BBB complaint, ************** included documentation indicating that a refund for $409.39 was applied to Amazon order ID: *******************. The refund amount of $409.39 was applied to the principal balance of loan 9CYB-LZD1 on November 30, 2023. This refund left the loan with a remaining balance as there were no additional refunds provided.  
  
  ************** also included documentation in her complaint for Amazon order ID ******************* showing the order total of $270.58, which when combined with the refunded amount of $409.39 equals $679.97, the loan amount for loan 9CYB-LZD1. 
  
  
  On February 1, ****, an Affirm Supervisor reached out to ************** and confirmed that both Amazon Order IDs are associated with loan  9CYB-LZD1. Affirm received a response from ************** on the same day where she confirmed that she had since submitted payments towards the remaining balance of the loan. 
  
  Affirm hopes that this information is helpful and thanks ************** for her continued patience. 
  
  n the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.

• 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.

  On or about 12 December 2023, I updated the telephone number associated with my established Affirm account profile. On or about 13 December 2023, I installed the Affirm app on a new device than previous. Shortly thereafter, on 14 December 2023, I received an e-mail notification indicating that my Affirm account had been placed into a restricted status, and that a verification process would need to be followed through a third-party KYC firm known as Jumio/NetVerify. The e-mail indicated that I would have three days to complete the identity verification protocol. On 15 December 2023, I received a text on the newly linked number notifying me that the Affirm Savings account was also now frozen to protect my account from unauthorized use. However, upon attempting to access the link about two days in, late in the evening on 16 December 2023, the Jumio/Netverify website indicated that the link provided had already expired. Upon contacting Affirm customer support several times, I was able to have the Jumio verification link re-issued. On or about 20 December 2023, I completed the Jumio/Netverify verification, and the Jumio website indicated that the process had been successful. My Affirm credit account functionality remained limited through 27 December 2023, whereupon I received notice that, as a result of the verification, I could now once again access those features. However, the freeze placed on the Affirm Savings account remains in effect as of 8 January 2023. I have contacted Affirm through various means about once every ***** hours, with no substantive response yet provided, and multiple internal case #'s opened and later closed shortly thereafter without any action having been taken. I respect that Affirm may restrict such an account at any time, but its discretion is not unlimited, and is bound by FTC and CFPB guidelines on arbitrary account freezes, State laws concerning forfeiture/seizure/interpleader, and FRB and NACHA funds availability/remittal rules.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity in reviewing ************************ BBB complaint. Affirm has reviewed his complaint which states his request to a temporary freeze placed on his Affirm Savings account.
  
  Please note that in accordance with Section H.1 ************************** Savings Account; Blocking and Delaying Transactions of the Deposit Account Agreement, ********************** may, under its sole discretion, temporarily freeze his account and prevent any transactions, including but not limited to activity review, funds verification, or potential fraud/scam protection.
  
  Affirms Account Safety team has concluded its review of ************************ account and lifted the freeze effective January 16, ****.
  
  ******************** should now be able to access his Savings Account and deposit and/or withdraw funds. Affirm's records indicate that on January 19, ****, he was able to complete a successful withdrawal and an email was sent to him confirming this.
  
  We thank ******************** for his patience as his request was being reviewed. In the event that he has any additional questions, we ask for him to contact Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:01/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with BJs 12/31/23 that was canceled because they thought it was fraud. I then processed another order but it could no be delivered 12/31/23 so I canceled it with the ********, ** store manager. I spoke with affirm ion 1/3/24 and was given a case #. I forwarded them a copy of the cancellation from BJs. I still have not received my monies back. They keep telling me 3-5 days. This is insane. I just want my monies refunded.

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint which states her concerns with purchases from BJs Wholesale Club.
  
  Affirms records indicate that there were two loans with this merchant. Loan XDY1-N7BV was processed on January 02, **** in the amount of $245.00 with a *****% APT to be paid over 6 monthly installments o $22.61. The loan required a downpayment go $122.50 which was paid on December 31, 2023. 
  
  On January 08, **** and January 09, ****, the merchant processed a partial refund of $147.01 which was applied towards the loan balance. ************ also received a partial refund of $24.51 on the same day. On January 21, ****, the loan received an additional refund from the merchant which led to the loan being fully refunded and ************ receiving the rest of her refund in the amount of $97.99. As the loan as fully refunded, ************ is no longer responsible for loan XDY1-N7BV.
  
  The second loan in question, loan F07K-4PGA was processed on January 02, **** in the amount of $255.00 with a *****% APR to be paid over 6 monthly installments of $23.54. The loan required a downpayment of $127.50 which was paid on December 31, 2023. The loan received 2 partial refunds on January 03, **** and January 09, **** totaling $71.09 which leaves remaining balance of $59.93 which ************ remains responsible for. 
  
  On January 17, ****, ************ reached out disputing the purchase and the ************* team advised her if shes believes she is due further refunds, they would need more evidence to proceed.
  
  Since the purchase in question was done with an Affirm Card, Affirm would need to submit the information she provides to their Virtual Card Processor to review and investigate her claim. They told her that the more information she has available to support her claim, the better. The team then asked for the following evidence (if available):
  
  * Brief summary of the issue
  * Are you trying to dispute/get refunded for both loans?
      * (F07K-4PGA and XDY1-N7BV)
  * Screenshot of original order invoice -or- confirmation email
  * Any relevant communication with the BJ's Wholesale Club
  * Any other evidence you may have to support your claim (product images, etc.)
  She can provide the requested evidence by emailing ***************************************
  
  Upon reviewing the account, ********************** found that ************ has yet to submit any of the requested evidence. In order to proceed with a formal review, ************ must submit the available documentation. Once the team receives the requested evidence above, Affirm will determine if they are able to open a formal dispute. 
  
   At this time, she remains responsible for the repayment of this loan.
  
  In the event that she has any further questions, we ask that she contacts Affirm directly via email.