Complaints

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

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/07/2024

  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.

  Item purchased for $484.50. Item returned on 12/30/2023. Refund processed by merchant on 12/31/2023. Refund is not reflected on loan amount for Affirm. Affirm still asking me to make payments on an item thats been returned.

  

  Business Response

  Date: 01/22/2024

  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.
  
  Affirm's records indiciate that on November 27, 2023, Affirm Virtual Card loan OB65-7OOI processed for a purchase with the merchant, Neiman ****** in the amount of $484.50. She agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $161.50.
  
  On January 6, ****, ********************** contacted Affirm indicating she made a return to the merchant, but did not see the loan refunded on her account. ********************** replied to her email advising that her request could be escalated.
  
  On January 7, ****, Affirm sent ********************** an email advising that the loan was provided a partial refund in the amount of ******. On January 11, ****, ********************** paid the remaining balance of $7.50 and sent an email to Affirm confirming this.
  
  We 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.

• Initial Complaint

  Date:01/07/2024

  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 made an accidental payment to Affirm for $168.53 and I called the day I made the mistake. I was told my money will be returned to my bank. I called to check on it today and now they are saying it cant be returned to my bank. I am 63 years old disabled and on a fixed income and I was flat out lied too.

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint which involves her concern that an accidental payment towards one of her Affirm loans was not refunded as previously advised by an Affirm agent.
  
  Affirm records indicate that ************************ Amazon loan (ID ********** was processed on November 27, 2023 in the amount of $181.89. ******************** agreed to make 12 monthly installment payments of $17.73 and the loan APR is *****%. ******************** made one payment of $17.73 towards the loan on November 29, 2023, followed by a payment of $168.53 on December 29, 2023 and a payment of $17.73 on January 9, ****.
  
  On December 29, 2023,  ******************** contacted Affirm to report that the payment of $168.53 towards her loan was in error. The responding Affirm agent advised Ms. ******** that as the payment was made using her Bank Account, ********************** would have to wait for the payment to finish processing before refunding the accidental payment. However, the payment was processed and not immediately refunded by Affirm. Affirm would like to apologize for any inconvenience that this may have caused for ********************. ******************** followed up with Affirm several times via phone call to request that her payment be refunded as she was previously advised. 
  
  On January 8, ****, ************************ payment of $168.53 was successfully refunded to her original payment instrument. She was notified of this refund via Affirm's Secure Messaging Portal on the same day. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:01/07/2024

  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.

  Affirm is reporting an account on my credit that wasnt opened by me. I have sent a FTC and the account remains on my credit report

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that loans that she did not authorize are being reported to the credit bureau. 
  
  Affirm records indicate that ************** currently has three active Affirm loans that are being reported to Experian. Target loan (ID ********** was processed on October 10, 2023 in the amount of $200.00. ************** agreed to make 3 monthly installment payments of $49.31 and the loan has an APR of *****%. ************** made a down payment of $60.00 towards the loan on October 5, 2023. No further loan payments have been made to date. Payments due on November 10, 2023 and December 10, 2023 are currently more than 30 days overdue. 
  
  Target loan (ID ********** was processed on October 2, 2023 in the amount of $150.29. ************** agreed to make 3 monthly installment payments of $52.95 and the loan has an APR of *****%. No loan payments have been made to date. Payments due on November 2, 2023 and December 2, 2023 are currently more than 30 days overdue. 
  
  Pottery Barn loan (ID  ********** was processed on September 22, 2023 in the amount of $603.49. ************** agreed to make 6 monthly installment payments of $110.31 and the loan has an APR of *****%. No loan payments have been made to date. Payments due on October 22, 2023, November 22, 2023 and December 22, 2023 are currently more than 30 days overdue. 
  
  At this time, Affirm has not received any direct contact from ************** to support her claim that any of the aforementioned loans were unauthorized.  If she believes any of the aforementioned loans were unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ******************************************************************************.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:01/05/2024

  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.

  Suspended my debit+ card with them without warning and with no explanation as to why. I called and asked why and their reply was "I don't know why it was suspended". It's still suspended for no reason.

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her BBB complaint which involves her concern that her Affirm Card has been suspended. 
  
  Affirm records indicate that ****************** Affirm Card is currently suspended. ************** contacted the Affirm ************* team by phone on November 19, 2023 to request additional information as to why she was unable to use the Affirm Card in stores. The responding agent advised ************** that she could use the Virtual Card associated with the Affirm Card product, but that her physical Affirm Card was currently suspended. The agent was unable to provide any insight into the status of ****************** Affirm Card. The responsible agent has been submitted for additional coaching in order to better support customers going forward. 
  
  ************** contacted Affirm via the *********** on November 20, 2023 to request additional insight as to why she was unable to use her Affirm Card. A member of the Affirm ************* team followed up with ************** via Affirm's Secure Messaging Portal advising her to contact Affirm by phone for more information. Affirm would like to apologize for any inconvenience that this issue may have caused. 
  
  At this time, Affirm is investigating the status of ****************** card with an internal technical team. Once a further update can be provided, an Affirm agent will follow up with ************** directly via the Secure Messaging Portal. 
  
  In the meantime, if ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21106122
  
  I am rejecting this response because: How could a business not know why they suspended your card? They gave no warning and no reason. There are still unanswered questions.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal concerning her Affirm Card.
  
  Affirm records indicate that on January 25, ****, a member of the Affirm ************* team followed up with ************** via the Secure Messaging Portal to advise that her Affirm Card was previously suspended following an attempted transaction that failed due to insufficient funds on November 19, 2023. 
  
  At this time, ************** should be able to un-suspend her Affirm Card through the Affirm app. If she requires any assistance with this process, she may contact the Affirm ************* team by calling ************ between the hours of 7 am and 10 pm CST seven days a week. 
  
  In the event ************** has any further questions or concerns, Affirm encourages her to reach out to **********************************************************;
  

  Customer Answer

  Date: 01/31/2024

  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:01/05/2024

  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.

  Affirm took my wife account information and uploaded it to my account which is illegal. I called them trying to resolve the issue and they kept telling me I made the purchase or she was logged in to my account but that is untrue we have all the proof of her purchase from Amazon with her name her cc number and when she signed up for Affirm, I also have where I logged into my account and saw her information on my account. To rectify the situation all I wanted was her purchase put on her account but the supervisor told me her account has been deleted. Which puts these payments on my account, which I know they cannot do

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to Mr. ********* BBB complaint which states his concerns with loan AHYQ-F2HX. 
  
  Affirms records indicate that loan AHYQ-F2HX was processed on December 12, 2023 for a purchase with Amazon in the amount of $497.90 with a *****% APR. to be paid ****** installments of $48.52. The loan received 1 payment of $48.52. On December 19. 2023 the loan received a partial refund of $205.23 and on January 08, **** the loan received a second partial refund of $50.47. The loans remaining balance is $212.01 to be paid at the agreed upon terms.
  
  Unfortunately, loans can not be transferred to different accounts and loans remain within the accounts in which they were originated. 
  
  If ******************** believes the loan was unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, please see the following link: ******************************************************************************.
   
  In the event that ******************** has any further questions or concerns, Affirm encourages him to reach out directly via email.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21105994
  
  I am rejecting this response because:
  Like I stated I *************************** did not make the purchase nor did my wife make the purchase on my account. My wife had her own account which they deleted and put her information on my account. This issue can be resolved by activating her account and my wife paying the loan. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/30/2024

  Thank you for the opportunity to respond to ************************ BBB rebuttal concerning an unauthorized loan on his account. 
  
  As stated in Affirm's initial response, loans can not be transferred to different accounts and loans remain within the accounts in which they were originated. To that end, Affirm has not transferred the existing loan between any accounts. 
  
  If ******************** believes the loan was unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, please see the following link: ******************************************************************************.
   
  In the event that ******************** has any further questions or concerns, Affirm encourages him to reach out directly via email.

• Initial Complaint

  Date:01/05/2024

  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 applied for Afiirm to purchase an airline ticket. Once I provided my personal info, I was immediately transferred to a page indicating I needed to pay a past-due payment first. The indication was that I needed to pay first before I was approved. As soon as I paid, I received a rejection letter saying the amount I applied for in credit exceeded my allowed amount. This was a bait and switch. Why did they not say I was ineligible BEFORE I paid, they used this as a way to get paid, implying I would be approved for additional credit. That's fraud/false advertising.

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ***************************** BBB complaint. Affirm has reviewed their complaint which states their frustration with a recent application declination.
  
  When a customer is approved for a loan, a number of factors are taken into account: current economic conditions; eligibility criteriawhich include things like your credit score, your payment history with Affirm, and how long youve had an Affirm account; and the interest rate offered by the merchant where youre applying for the loan.??Affirm negotiates these loan eligibility criteria and interest rates with each merchant individually. That's why customers may see that some merchants offer 0-30% APR with payback schedules of 6, 12, or 24 months, while other merchants have no special APR and payback schedules of 3, 6, or 12 months.??Because these interest rates and loan eligibility criteria are subject to change based on a variety of factors, a customers ability to get a loan may differ from purchase to purchase and may also depend on when a customer applies for a loan.??

  Unfortunately, Affirm cant guarantee it will get approved, even if a customer is prequalified. Thats because the prequalified amount  and loan term is an estimate. It may changeor go awaydepending on a few different things. This includes borrowing and payment history at Affirm and elsewhere.

  
  On January 05, ****- January 21, ****, *************************** applied for a loan with American Airlines four times. The declination details show that the partner bank could not approve the loan as Affirms partner bank could not approve the loans they requested because the amount is more than theyre currently eligible for based on the key factors that adversely affected their credit score listed below.
  
  - Number of accounts with delinquency
  - Ratio of balance to limit on bank revolving or other rev ***** too high
  - Time since delinquency is too recent or unknown
  - Proportion of loan balances to loan amounts is too high
  
  At this time, Affirm kindly suggests that they attempt the application again at a later time. In the event that they have any further questions or concerns, Affirm encourages them to reach out to Affirm  directly via ************************************************************
  

  
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21105892
  
  I am rejecting this response because:

  My first application, you all immediatelybtrasnferred me to a payment screen.  There was no message as to why I was transferred at all.  I applied and was immediately rejected.  There was no message that said I was denied and THEN I need to pay.  It's set up so that the consumer believes of they pay first, it will be approved.  I have screen recordings.  You are misleading consumers into believing they will be approved.  You did NOT provide any acceptance OR rejection first. You make them pay, then you deny which to me is a bait and switch.  This is unacceptable.  It doesn't matter how many times I applied, I'm not talking about that.  I'm talking about your bait and switch tactics to get people to apply and then redirect them to a payment page BEFORE alerting them that their application is denied.  BAIT AND SWITCH.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/30/2024

  Thank you for the opportunity to respond to ******************** BBB complaint rebuttal. Affirm has reviewed ******************** rebuttal, which states her concerns with being declined for financing with Affirm and receiving a notification to submit a payment towards an Affirm loan with an overdue balance. 
  
  Affirm's records indicate that between the dates of January 5, ****, and January 21, ****, **************** submitted four loan applications. Each application was declined due to the monthly payment amount being more than **************** was eligible for.  When reviewing a application Affirm considers several factors on a credit report including things like recently opened and closed tradelines, repayment history, your credit limit and usage rate as well as your inquiry history. More information is available in the adverse action notices sent to **************** after each loan decision. Because Affirm considers each transaction separately, the amount that can be borrowed from Affirm will be dependent on the information that Affirm has at the given time.
  
  Affirm's records further indicate that prior to submitted her loan applications on January 5, ****, **************** did have an Affirm loan that was in an overdue status. Loan UI2X-4DRL was processed for $646.00 on November 22, 2023, for a purchase with Best Buy. The agreed upon repayment terms of the loan are 3 installments of $228.37 at an APR of *****% and payment due on 22nd of each month. The payment due on December 22, 2023, was not received until January 5, 2022. The loan is currently in an overdue status as the payment due on January 22, ****, is yet to be received. 
  
  With regard to ******************** concerns about receiving a notification alerting her to the overdue status of her loan and encouraging her to submit payment. While the notification states that Affirm does not charge late payment fees, but late payments may make it harder to qualify for credit with Affirm, there is no indication provided in the messaging stating that **************** would receive approval by submitted payment towards her overdue balance. Again, Affirm considers several factors on a credit report including things like recently opened and closed tradelines, repayment history, your credit limit and usage rate as well as inquiry history. 
  
  These denials do not mean **************** will never be approved with Affirm as each loan is considered separately, and we may be able to approve her for a loan in the future. 
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;

  Customer Answer

  Date: 01/31/2024

   
  
  Complaint: 21105892
  
  I am rejecting this response because:
  What in the world does my current loan status or the NUMBER of applications I've submitted have to do with the fact that Affirm pulled a bait and switch on January5, ****?  When I applied on Janaury 5, ****, Affirm redirected me to a page asking me to make a payment and implying if I paid the loan would be approved.  They did NOT deny my application first and then redirect me, they immediately gave me the option to pay my loan FIRST to continue with the app.  Thats what the page said.
  
  I made the payment and then I was promptly denied.  They have SINCE changed their process to immediately deny if you are late or behind instead of redirecting you to pay. I have a screen recording of this.  A screen recording and screen shots showing the redirect to a payment page right after I applied and only AFTER I applied did they provide a result. 

  This was a trick implemented to get people to pay by providing false hope the loan application would be approved.  My current loan status has NOTHING to do with the bait and switch you pulled on January 5, **** so I dont understabd the relavance of you bringing it up other than to say a whole bunch of nothing.  Period.
  You sent me a thank you email right after I paid it BEFORE you denied my application and sent a denial.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/05/2024

  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.

  They charging me for a purchase that never happened. I only looked to verify how much they would give me and I never moved forward nor did I make a purchase. But they keep trying to make me pay them when I never followed through on the purchase

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her Affirm Card loan.
  
  Affirm's records indicate that on November 12, 2023, **************** submitted an application for Affirm Card loan 088N-RFHS in the amount of $1,000.00 intended for a purchase with the merchant, ****** She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $100.45.
  
  On November 20, 2023, the loan was successfully processed. The loan was provided a partial refund in the amount of $854.87 on November 21, 2023.
  
  On November 27, 2023, **************** contacted Affirm inquiring about the loan and stated that she did not make a purchase with the merchant. She was advised to contact them directly with regards to any applicable refunds that *** be applied towards the loan.
  
  Upon review of ******************** BBB complaint, Affirm identified that **************** *** have used her Affirm Card with the merchant, **** for a purchase in the amount of $145.13 on the same day she submitted the application for her loan. This accounted for the $145.13 difference between the loan proceeds and what has been refunded to date. We recommend for **************** to contact **** regarding any refunds that she *** be owed. Once confirmed by the merchant, Affirm will be able to apply any applicable refunds towards loan 088N-RFHS. Until this is confirmed, **************** will be responsible for the remaining balance of loan 088N-RFHS.
  
  We apologize for any frustration this situation *** have caused for ****************. In the event that she has any additional questions, we ask for her to contact Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:01/05/2024

  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 12/20/23 I ordered a instacart gift card for a christmas present for $250.00 for email delivery. The email said the loan was approved and gift card emailed. The recipient never received a email with gift card. I called affirm and the said the loan was being finalized and the gift card would be emailed, I waited a few business days and still no gift card. I have called 6 times and the keep telling me more business days. They said the cannot refund or cancel the loan, I said you never provided a product!! I just want my money back or not charged for the card never received!

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which claims she had made the purchase for an Instacart gift card and the 
  
  Affirm's records indicate that loan VHWE-UPW7 was processed on December 26, 2023 for a purchase with the merchant, Affirm, Inc., in the amount of $250.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $45.85 due on the 26th of each month.
  
  **************** contacted Affirm by phone on December 28, 2023, explaining that she did not have access to the gift card and that it was not received. Affirm escalated her request for a further look. 
  
  On January 6, ****, Affirm sent her a secure message including a link to get access to the gift card. This link can also be shared with the recipient it was meant for. If she continues to have concerns and issue accessing this information please reach back out. 
  
  Affirm apologizes for the inconvenience this caused and the delay in access. 
  
  If she has any questions or concerns, please reach out to us at Affirm or by calling **************. We are available 7 days a week from 7am - 10pm **.

• Initial Complaint

  Date:01/05/2024

  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.

  A fraudulent loan was created from an Amazon purchase using my information to obtain an Affirm loan. The Amazon order was not made using my Amazon account. I contacted ********************** immediately when I received an email on 12/11/23 stating my loan had been approved, letting them know this was fraud & the loan should not be processed. I was told to contact Amazon, which I did. ****** at Amazon was able to look up & confirm that the purchase was not mine. He sent an email to me stating that he found the purchase linked to another Amazon account & could provide information to affirm but I would need to reach out to them and give them that email. I did so immediately. Affirm refuses to remove the loan from my account. They state I'm not responsible to pay the loan while they investigate but it takes 30 days. When I said I was concerned about them reporting negatively to the credit bureaus since I keep getting reminders to pay, I was told the only way to avoid negative reporting was to pay the monthly amount due. I asked to have my account closed so no further loans could ever be made, I was told they could do that as soon as I pay off the loan that's not mine. I haven't paid them anything, but the loan amount is $350.08 with a monthly installment of $24.39.I'm very concerned that this company is doing something shady. I had biometrics enabled for their app & always get a text to confirm my identity when logging in, neither of which occurred when this loan was made. With proof from Amazon, I don't know why the loan hasn't been removed from my account so I can close it.

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states a loan with Amazon was processed but it was not authorized by her. 
  
  Affirm's records indicate that loan LUOJ-2GJT was processed on December 11, 2023 for a purchase with the merchant, Amazon, in the amount of $350.08 This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $24.39 due on the 11th of each month. This loan correlates to Amazon order numbers: 112-3090578-3973816, 112-3555487-3652247 and 112-6171149-5593033. 
  
  **************** first contacted Affirm by phone on December 11, 2023 where she explained that she received a notification that the Amazon loan had been processed; however she knew nothing about this order and did not request it. Affirm followed up with her on December 12, 2023, via email to advise that her account had restrictions placed on it and once the investigation was started it could take up to 30 days. 
  
  On December 18, 2023, Affirm contacted **************** and advised her to please reach out to Amazon and work with them on a refund. **************** replied on January 16, ****, frustrated with this request as she claims she has no details she can provide to Amazon as she did not request this loan. 
  
  Affirm would like to apologize for this misinformation. Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  As of January 18, ****, affirm has requested that our Account Safety team review her concern. 
  
  **************** should have received an email on January 18, ****, going over the loan and the investigation finding her responsible for the loan. Our Account Safety team provided her with a breakdown of the 3 order IDs linked to this Affirm/Amazon loan.
  
  If she still believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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.

  Hello I have been trying to close my account with **********************. Affirm has declined to close my account with all my personal data on it even though I already paid the charge off company the money they were asking for. so I am trying to understand what they need my information for.When I call no one can explain when I ask for corporate they say this is the only number. this is starting to feel very uncomfortable for me because I can't understand why they are trying to keep my information in their system. i have never had a company do this or even have a legal right to do this.

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern that her loan has been paid off, but is not being reported this way to the credit bureaus. 
  
  Affirm records indicate that Ms. ****** Amazon loan (ID ************** was processed on May 20, 2022 in the amount of $310.29 with *****% APR. The agreed-upon repayment terms were for 18 monthly installment payments of $19.46 beginning on June 20 2022. Ms. ***** submitted a down payment of $31.03 towards the loan on May 18, 2022. Ms. ***** made the following payments towards the loan: May 26, 2022 in the amount of $1.46; June 10, 2022 in the amount of $2.00, June 13, 2022 in the amount of $16.00, July 2, 2022 in the amount of $19.46, August 19, 2022 in the amount of $19.46 and on January 5, 2023 in the amount of $2.69. No further payments were made towards Ms. ******* loan before payments became more than 120 days overdue. 
  
  If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to a third-party collection partner. Once a loan has been charged off, the charge off status is irreversible.
  
  On January 5, 2023, Ms. ******* loan was charged off to Affirm's third party collections partner, **********. Ms. ***** settled her remaining loan balance on December 10, 2023 with a payment made to ********** in the amount of $160.87. 
  
  Upon review, it appears that the date that Ms. ***** made the final payment for this loan was not included in the recent batch of data reported to the credit bureaus. This information will be updated within the next ***** days.  
  
  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 and any recent payment information will be updated in accordance with Affirms credit reporting timelines. 
  
  Please note, an Affirm account is not eligible to be closed until 30 days after a customer's final loan is settled. It appears that Ms. ******* loan ID ************* was marked as settled on January 7, ****. As a result, her account will be eligible for closure on or around February 7, ****. 
  
  Per Ms. ******* request, her collection settings have been disabled to prevent any further communication from Affirm. 
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 01/19/2024

  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.
  

  thats all I was looking for was a real response that no individual at their company gave me until now. 
  

  Thank you for your help
  
  Sincerely,
  
  ******************