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:01/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a loan taken out from affirm for an item I purchased that arrived broken affirm was supposed to step in and help me instead they sided with the merchant and left me in debt almost 600+ dollars Im seeking a full refund

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan.
  
  In reviewing ********************** BBB complaint, we were unable to locate an affirm account with the information he provided in his complaint.
  
  Affirm is unable to provide any details unless we are able to verify the information to an account as we take the security of all Affirm customers very seriously. Affirm kindly asks that ****************** please call or reach out to Affirm directly with regards to his concerns so we may further assist.
  
  In the event that ****************** has any further questions or concerns, we encourage for him to call ************ between the hours of 7AM to 10PM CT seven days a week or by visiting our *********** via ****************************************************.

• Initial Complaint

  Date:01/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm **** I do not have a contract with Affirm they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity in responding to **************' BBB complaint. Affirm has reviewed his complaint which states his request to remove loans from his credit report.
  
  Affirm's records indicate that loan XR9C-6BLF processed with the merchant, GOAT for $266.97 with loan terms of *****% Annual Percentage Rate (APR), down payment of $40.05 and six monthly payments of $41.20. The loan was charged off on May 29, 2023 due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party January. They can be reached by calling **************.
  
  Additionally, loan 3T7E-4072 processed  with the merchant, InnerVision Crystals loan for $159.50 with loan terms of *****% Annual Percentage Rate (APR), down payment of $54.34 and three monthly payments of $37.07. The loan was charged off on May 231 2023 due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party ***********. They can be reached by calling **************.
  
  On January 5, ****, Affirm received FCRA disputes for each loan in which ************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes after confirming the information being reported to the credit bureaus was accurate.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as **************' Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************' request to remove credit reporting for loans XR9C-6BLF and 3T7E-4072.
  
  Our records indicate that ************** has not contacted Affirm directly with regards to his claim that the loan was unauthorized. We request for him to contact Affirm to provide more information with regards to his claim. Our investigation can take up to 30 days to be completed. To do so, ************** must visit ******************************************************************************.
  
  In the event that ************** has any additional questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:01/04/2024

  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 placed on order via ******* on 10/27/23 for the ******* Galaxy z fold 5 phone along with the galaxy watch 6 pro and used affirm ( loan id ********** to make the purchase. I decided that I would keep the watch and not the phone so on November 11th I returned the phone. ******* issued a refund to affirm on 11/17/23 and sent me an email confirming a refund of *******. Here it is 01/04/24 and I have yet to see the refund reflected to my balance with affirm. The only thing I should be paying for is the watch for ****** including the finance charge. I've already made two payments of ******. everytime I try and report a return with affirm the website stops me and just tells me to continue making payments as the return should reflect in 20 days. It's been well over that amount of time and my balance still does not reflect that. I've attached screenshots that was sent to me directly from ******* showing they issued the refund for the phone back to affirm on 11/17/23 along with screenshots of my affirm balance that still has not been updated. I want to make sure the billing is adjusted and that I'm not charged over 600 dollars in interest as well for a phone that was returned over 2 months ago. I get that I still would have had a balance of ****** plus the finance charge but my account still reflects over 24 hundred dollars.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to Mr. *********** BBB complaint which states his concerns with a refund for loan BVMG-4TY0.
  
  Affirms records indicate that loan BVMG-4TY0 was processed on October 30, 2023 in the amount of $1,874.12 with a 32% APR to be paid over 24 monthly installments of $106.74. The loan received 2 payment of $106.74 on November 30, 2023 and December 29, 2023.
  
  While reviewing his complaint, Affirm found that ************************ has not reached out to them directly regarding this issue. According to the loan details, the loan was opened over 60 days ago. At this time, ************************ is advised to submit evidence substantiating his claim by emailing *************************************** and the team may be able to review the claim as a courtesy.
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ******************************************************************

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21100931
  
  I am rejecting this response because thr response received from the company is unacceptable. I've CLEARLY attached the email from ******* that shows the funds WERE RETURNED to AFFIRM MORE THAN 60 DAYS AGO. It should not take this long to update a balance to my account. As consumer ********************** has not reached out to me at all. If this is not resolved I will be taking legal action. 

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

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond to **************************** BBB rebuttal concerning his expected refund. 
  
  Affirm records indicate that an Affirm ******** Care supervisor confirmed via email on January 19, **** that a partial refund of $1,508.15 had been applied towards his ******* loan (ID **********. 
  
  In the event ************************ has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:01/04/2024

  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 10/5/23 I Booked two airline tickets and used Affirm to finance the tickets. I cancelled the tickets as a war started at our destination. Affirm confirmed that I was in the cancellation period. They approved the cancellation without penalty. They placed a deposit on my ********** card in the amount of $3,791.14. I called Chase 5 days after I cancelled the plane tickets seeing as the charge was still on my account. ***** offered to dispute the charge for me. They placed a temporary adjustment on my card until they heard back from Affirm. Affirm has not gotten back to Chase with the same information they provided me. Affirm is stating that as I disputed the charge before they had the chance to refund it. I am now responsible for the charge. They told me I needed to call *****. ***** has informed me that they cannot do anything until Affirm refunds them the money. I have spent two months calling Affirm. They have promised to have someone get back to me. I have heard nothing. I have emailed them and sent a ***** to there corporate office. They only use this crypto message. I have now been in touch with ******* corporate office who has told me they can't do anything. Affirm will not respond to my emails and they have promised me ********************************************************** back. 3 months later and I am nowhere. I called Affirm today and was told my money was in "Limbo" . I don't know what to do.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan that was cancelled.
  
  Affirm records indicate that on October 4, 2023, ************** applied for loan VHRQ-TBGP for a purchase with the merchant, Justfly in the amount of $8,791.14. He agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $3,791.14 and 18 monthly payments of $312.13. On October 12, 2023, ************** reached out to Affirm and stated that his ticket had been canceled and he was no longer taking the flight associated with the booking paid for with Affirm.
  
  On October 29, 2023, Affirm confirmed that the loan was cancelled and that he were no longer responsible for repayment. ************** followed up again on November 25, 2023 and stated that his down payment of $3,791.14 had not been refunded back to his original payment method. Affirm advised that this was because he filed a chargeback with his financial institution.
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. However, ************** advised that his financial institution had ruled in favor of Affirm and that he had lost his chargeback dispute. Affirm advised that, on our end, the chargeback still reflected as pending.
  
  ************** was able to provide a letter from his financial institution stating that the funds had been returned to Affirm. Affirm reviewed his case and followed up with him on December 30, 2023 to inform him that his refund would be issued via check. Affirm advised ************** on January 16, **** that the check had been mailed as of January 5, **** and to allow up to 10 business days to receive the check via USPS.
  
  Affirm would like to sincerely apologize for any inconvenience or frustration this delay in resolution may have caused for **************. In the event that he has any further questions or concerns, we encourage for him to reach out to Affirm directly via email.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/04/2023, I purchased a $100 Texas Roadhouse * gift card through Affirm, Inc. it was to be emailed to the recipient ********************** but it was never received. Contacted Affirm on more than one occasion requesting that they either resend the e-gift card or cancel my order and issue a refund. Affirm instructed me to contact the issuer of the * gift card, but Texas Roadhouse has no record of it. I have sent emails and I have made phone calls but to no avail. They want me to send proof that I have done these things, but most was done via phone or on the internet so I have no proof to send them.

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which involves her concern that the gift card she ordered from Affirm was not delivered.
  
  Affirm records indicate that Ms. ***** Affirm loan (ID ********** was processed on December 4, 2023 in the amount of $100.00. Ms. *** agreed to make 12 monthly installment payments of $9.97 and the loan has an APR of *****%. Ms. *** has made one payment of $9.97 towards the loan to date.
  
  On December 13, 2023, Ms. *** contacted Affirm to report that the recipient had not received the gift card she purchased. Affirm agents advised Ms. *** on December 14, 2023, December 26, 2023 and on January 4, **** to contact the merchant associated with the gift card directly. Affirm would like to apologize for any inconvenience and/or frustration that this may have caused, as Affirm is the merchant of sale for the gift card.
  
  On January 19, ****, a member of the Affirm ************* Team followed up with Ms. *** via the Secure Messaging Portal to provide a link to access the gift card she purchased.
  
  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.
  
  Sincerely,
  
  Suesi May

• Initial Complaint

  Date:01/04/2024

  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 scheduled a Flight on Nov 25 2023 to fly on Dec 24 2023. I cancelled the flight on Dec 5 2023. Spoke to ****** airlines they cancelled without any charges. Affirm says I must pay monthly for 6 months $18.73. They have no credit card to bill and have some old card they are trying to bill but are not authorized. They contact me everyday by text and email . I have them notice to cease and only use Postal mailing

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint which states his concerns with loan C8JH-KPO4. 
  
  Affirms record indicate the loan was processed on November 28, 2023 in the amount of $103.20 for a purchase with Priceline with a *****% APR to be paid over 6 monthly installments go $18.73. The loan has not received any payments and is currently overdue for December 28, 2023. 
  
  While reviewing his complaint, Affirm found that there was a case already being reviewed on his behalf. At this time, the case was escalated an additional time to the ************* Team. They will be reached out to Mr. ***** directly.  
  
  Affirm thanks Mr. ***** for his patience with this matter. In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:01/04/2024

  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 will not allow its customers to view their existing account info electronically unless they consent to a soft credit check each time the log in.I received a text message from Affirm telling me I will be charged my automatic monthly rate for an Amazon purchase . The text said to view my remaining balance i should click the link: Affirm.app.link/kxveyWscpV After clicking the link I was forced to download the Affirm app. The app instructed me to enter my phone number. i then received an error message stating "Thanks for considering Affirm." If was followed by an explanation that "It looks like there's a freeze or lock on your credit report at Experian and/or TransUnion - please contact the credit bureaus and lift it to continue. See you back here soon!"well, the message is correct. i do have a freeze on my credit report to prevent fraud and dark web access to my credit report. However, no other website blocks me from accessing an existing loan account to view my already existing loan balance. o am not applying for a new loan. I assumed there must be a mistake. So I called Affirm's customer service ***************) for assistance.I spoke with the *** on 1/4/2024 and and was told there was no mistake. Affirm must be able to run a soft credit report on me each and every time i log into the App or online for me to be able to electronically check my loan balance. I asked to speak with a supervisor. The supervisor confirmed the same information. I was told going forward. i will have to call and speak to someone to get the info i need (Balance, payment info, etc..)I think that in this day and age it is ridiculous to not allow electronic access with out having to have a soft credit report ran. I have 12 more payments left (1 year) i will have to continue to call them. This is not good business. there should be some type of work around. Every other bank. CC company lets you log into the account without a credit check, why not Affirm?

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed her BBB complaint which involves her concern that a soft credit check is required to access her account on the ********************** app. 
  
  Affirm records indicate that ******************** obtained financing with Affirm for an Amazon loan that was confirmed on December 6, 2022. This loan (ID ********** was processed on December 9, 2022 in the amount of $3,092.39. ******************** agreed to make 24 monthly installment payments of $172.10 and the loan APR is *****%. ******************** has made twelve payments of $172.10 towards the loan to date. 
  
  Despite having an Amazon loan that has been financed by Affirm, ******************** does not have an active Affirm account associated with her information. On Affirm's end, customers will have separate accounts for Amazon purchases that are financed with Affirm and for their purchases at other merchants financed by Affirm. As a result, each time that ******************** has attempted to log into the Affirm app, she is being prompted to create an Affirm account, which requires a soft credit check. In order to log into the Affirm app or online, ******************** will need to proceed with creating an Affirm account. 
  
  Please note, a soft credit check is not pulled each time you log into your Affirm account subsequently. This only occurs when you are creating an account, checking your purchasing power, or applying for financing with Affirm. 
  
  If ******************** does not wish to proceed with this process to create an Affirm account, she may continue to call our ************* team to request updates regarding the status of her loan.  Additionally, she may enable AutoPay to mitigate the need to call in each month to make her payment installments, if desired. AutoPay will allow ************************ monthly installment payments to be automatically deducted from a linked ACH account or debit card instrument of her choice. 
  
  In the event that ******************** has issues creating an Affirm account, or has any further questions or concerns, we encourage her to reach out to 
  **********************************************************;

• Initial Complaint

  Date:01/04/2024

  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.

  Terrible customer service. Ordered and item through the app only to find out the purchase never went thru yet the charge is pending my bank account. I spent upwards of 2 hours on w their customer service which thru no fault of the ppl in there call center was pathetic. Not only was I given inaccurate I info resulting in losing discount points id accumulated, but the item I wanted sold out and now the time i spent was a complete loss. **************** will read the same statements over and over even if they dont apply to the issue. Id never treat my customers this way, but its obvious they dont care about my experience, Im just a number. I should have used Klarna. I hope that the class action suits expose the snakes running your business.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her frustration with the processing time for loan 8L57-BLTL and a downpayment refund.
  
  Affirms records indicate that loan 8L57-BLTL was processed on January 03, **** in the amount of $137.00 with a 0% APR to be paid over 3 biweekly installments of $22.83. The loan required a downpayment of $68.50 which was paid on January 03, ****.
  
  Right after a customer checks out with **********************, the merchant finalizes the order on their end and prepares it for shipment. During this time, the purchase is in merchant processing. Once the store finalizes the purchase, the customer will receive a loan confirmation from Affirm with the final payment schedule. It appears the loan was voided on January 04, **** by the merchant and Ms. ******** downpayment was refunded on the same day.
  
  Affirm apologizes for any frustration the processing caused unfortunately the processing timeframe is dependent on the merchant.
  
  Refunds usually take **** business days to appear back on the original form of payment but may be dependent on her financial institution.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:01/04/2024

  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.

  On 1/4/24 I applied for a loan, through Affirm, to cover a an online purchase. I was approved for the loan and a down payment of $135 was taken from my bank account. I then proceeded with the purchase and it was declined. I called Affirm to ask why and they said that the loan was cancelled due to a different process. I asked that the down payment be returned immediately and I was told that it would take multiple business days. I asked for it to be expedited and again I was told that it was not possible. How can you approve the loan, take the down payment immediately and then cancel the loan without any notification?

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states he requested a loan that was approved and then it was canceled, leaving him needing his down payment be refunded. 
  
  Affirm's records indicate that loan 9XMB-V6JA was confirmed on January 4, **** for a purchase with the merchant, Affirm Virtual Card, in the amount of $27****. This loan has terms of ****% Annual Percentage Rate (APR) and 3 bi-weekly payments of $45.00. A down payment of $135.00 was processed on January 4, ****. 
  
  Affirm does not show that **************** has contacted Affirm directly about this specific issue. 
  
  We reviewed his account and see that there is no active loan for the attempted purchase with the Affirm Virtual Card. This means that the purchase was not successfully processed, and the merchant did not receive the order. If **************** still would like to complete his purchase, he will need to return to the merchants website and complete the checkout process again. To ensure his order processes correctly, do not close or refresh the screen before he is brought back to the merchants website. In reference to his down payment on the original transaction, the pending funds will be released back to his original payment method. Please allow **** business days for it to disappear from his bank statement.
  
  Affirm apologizes for any inconvenience this has caused. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:01/04/2024

  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.

  Affirm holds refunds from merchants for up to 45 days before posting to your account, which is different than the 1-3 days that they mention on their website.I have refunds that were processed by the merchant on 12/13, 12/16, and 12/20 that Affirm is still holding. Meanwhile, interest continues to accrue and payments continue to be due.

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed his complaint, which states he received several refunds from a merchant, but they were not processed to his loans. 
   
  Affirm has not received any direct contact from ************ on this concern. 
  
  Affirm's records indicate three loans in question all with ****** ******.
  
  Affirm's records indicate that loan 3O6E-FCZ5 was processed on December 5, 2023 in the amount of $1,380.90. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $138.72 due on the 5th of each month. The merchant processed a refund of $1,380.90 on December 22, 2023. After review Affirm was able to refund the loan in full and processed the $1,380.90 on January 19, ****. This loan has no further payments due and is considered settled. 
  
  Affirm's records indicate that loan AOQT-7R9W was processed on December 1, 2023 in the amount of $510.54. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $51.29 due on the 1st of each month. Neiman ****** processed two separate refunds on December 17th and December 22nd, 2023, for $233.54 and $277.00. Affirm confirmed that the refunds could be processed further to the loans and the $233.54 and $277.00 were refunded back to the loan on January 19, ****. There are no further payments due to this loan and the loan is considered settled. 
  
  The last loan with ****** ******, AC2L-RFG5 was processed on December 1, 2023 in the amount of $3,314.69. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $328.00 due on the 1st of each month. This loan shows a processed partial refund on December 15, 2023 for $1,842.01. We confirmed that the partial refund could be processed to the loan timeline and on January 19, **** the refund was processed for $1,842.01. This loan still reflects a total balance due of $1,690.31 as of January 19, ****. This loan also reflects an overdue amount of $328.00 and the next payment is due on February 1, **** for $328.00.
  
  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.
  
  Affirm appreciates Mr. ***** patience as we reviewed and looked into his inquiry. 
  
  In the event ************ has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21097465
  
  I am rejecting this response because:

  refunds were processed and submitted by the merchant to affirm on 12/16, 12/19, and 12/20.

  When refunds still hadnt been posted to my account ***** days later, I contacted affirm, and was informed that it can take up to 45 days for refunds to post to my account. 
  

  Affirm read my complaint on 1/4. Two weeks later, yesterday, they responded to this complaint saying I hadnt contacted them, and also ignoring my complaint that it shouldnt take 45 days for refunds to post while interest and payments are still being charged. Only yesterday, after responding to this complaint, did affirm finally post the refunds to my account. They did not refund interest charges for sitting on refunds for almost a month. 

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

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to Mr. ***** BBB rebuttal complaint. Affirm has reviewed his complaint, which ****** Affirm did not respond to his concern of refunds taking up to 45 days and only took action once the BBB complaint was filed. 
  
  Affirm has reviewed again and we did not locate where ************ had previously contacted Affirm. If he can provide dates and times of when he reached out we are happy to review the calls and or communications. 
  
  It is accurate that the refunds were processed from the merchant however for the three loans specifically in question, the refunds did not process immediately on Affirms end and for this we apologize. We did not intentionally delay the refunds being applied to the loans and we are once again sorry for any inconvenience this may have caused. 
  
  Affirm appreciates Mr. ***** patience as we reviewed and looked into his inquiry.
  
  In the event ************ has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 01/26/2024

  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,
  
  *******************