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:01/04/2024

  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.

  On Aug 29, 2023 I made a purchase using Affirm with Farm Charm Decor in the amount of $58.26. I paid off the loan Sept 23, 2023. I received an email from Farm Charm stating my order couldnt be fulfilled and that Id be refunded. ********************** also sent an email that Id be refunded in the amount of $58.26, but looking into my back acct I was only refunded one installment of $14.26. When I looked into my affirm acct, it stated the refunds failed on the last payments, which doesnt make sense cause its going back to the same acct. Im looking for the remainder of my refund. Next, I made a purchase from Freebird Stores on Dec 5, 2023. I made two payments, before the store confirmed their return to Affirm and myself. I had made two payments of $29.88 each and I only hve received one refund of $29,88, not two. I have reached out to customer service twice and they just tell me they dont understand what Im providing them and then tell me I can reach back out. Its not helpful and Id like my money back.

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which concerns her expected refunds for two Affirm loans. 
  
  Affirm records indicate that Ms. ****** Freebird Stores loan (ID ********** was processed on November 20, 2023 in the amount of $119.51. Ms. **** agreed to payment terms including 3 biweekly installment payments of $29.88 and a loan APR of 0.0%. Ms. **** submitted a down payment of $29.88 towards the loan on November 17, 2023. She then made an installment payment of $29.88 on December 5, 2023. On December 5, 2023, the loan was refunded in full. Both of Ms. ****** previous payments were attempted to be refunded to her original payment instrument, however, only one refund was successful. Due to one of the refunds failing, Affirm issued a refund check for Ms. ****** remaining refund of $29.88. Confirmation of this refund was sent via Affirm's Secure Messaging Portal on January 10, ****. 
  
  Ms. ****** Farm Charm Decor loan (ID ********** was processed on August 20, 2023 in the amount of $58.26. Ms. **** agreed to payment terms including three biweekly installment payments of $14.56 and a loan APR of 0.0%. Ms. **** submitted a down payment of $14.57 on August 18, 2023. She then made three additional payments towards the loan, paying it off in full on September 23, 2023. On January 3, ****, the loan was fully refunded by the merchant. Affirm attempted to refund each of Ms. ****** previous payments towards their original payment instrument. However, only one refund was processed successfully. Due to three of the refunds failing, Affirm issued a refund check for Ms. ****** remaining refund of $43.69. Confirmation of this refund was sent via Affirm's Secure Messaging Portal on January 10, ****.
  
  Ms. **** initially contacted Affirm on January 5, 2023 to report that she had not received the refunds she was expecting. She was asked to confirm her mailing address, which she did on then same day. On January 10, ****, two Affirm agents advised Ms. **** via the Secure Messaging Portal that her refunds would be  issued by check and she could expect to receive these in the mail within 30 days. 
  
  In the event Ms. **** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson vacuum directly from Dyson and decided to use one of their extended payment options so that I could use the **************** prepaid cards I received over the holidays as my method of payment. Dyson offers both Afterpay and Affirm options. I looked into Afterpay first but they do not take ****************. When I looked at Affirm, they do accept **************** and specifically state on their website, Pre-paid cards can be used to make monthly payments but are not accepted for down payments. Web link: *****************************************************************. I also have a screenshot of it should they update it since I complained to them today (with no resolution). When I attempt to pay my monthly payment by prepaid card, I am now being told that I can only pay by debit or checking account. I have tried to resolve this over the phone and via their support chat. I am trying to pay the money I owe them and they will not accept a method of payment they said they would accept (and was the main reason I selected this vendor). If they were clear and I knew they would not accept the prepaid cards, I would have just paid ***** directly for the vacuum.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed ************************** complaint, which concerns her inability to make a payment towards her Affirm loan using a prepaid debit card. 
  
  Affirm records indicate that ************************** ***** loan (ID ************** was processed on January 2, **** in the amount of $543.11. ********************** agreed to make 6 monthly installment payments of $90.52 and the loan has an APR of 0.0%. ********************** has attempted to make several payments towards this loan with two payment instruments from ***************** one ending in *****, and another ending in *****. None of the payments have been successful as it appears the payment instruments are being declined. 
  
  Affirm reviewed these attempted transactions with their payment processor to find that they are being declined by the issuing financial institution. At this time, ********************** is encouraged to contact **************** directly for insight as to why these transactions are being declined. 
  
  Please note, per Affirm's ************ prepaid cards may be used to make payments towards monthly loan payments, but not towards a loan's down payment. 
  
  In the event ********************** has any further questions or concerns, Affirm encourages her to reach out directly via ****************************************************.

• Initial Complaint

  Date:01/03/2024

  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 purchased a $200 gift card from affirm marketplace for granite city brewery on November 4th. Received an email that day with the e gift card information. Later that day I went to the granite city brewery in ********** **, where they stated the gift card was in valid and could not be used as payment. I have spoken with 7 customer service reps sent over proof the card is invalid and affirm continues to pass the buck on to someone else. They never return calls

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the gift card he purchased using Affirm. 
  
  Affirm records indicate that Mr. ******* Affirm loan (ID ********** was processed on November 6, 2023 in the amount of $200.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $19.64 beginning on December 6, 2023. No payments have been made towards this loan to date. 
  
  On November 7, 2023, **************** contacted Affirm via phone to report that he was unable to use the gift card he purchased at the restaurant it was intended for. Requests for documentation regarding his claim were sent to **************** in the Secure Messaging Portal on December 27, 2023. Affirm would like to apologize for the delay in addressing ******************** issues with the gift card that he purchased. Another request for information was sent to **************** on January 24, ****. **************** replied to state that he had provided all of the relevant information to the previous request. 
  
  On January 19, ****, Affirm reached out to the gift card issuer for additional insight into the issues reported with ******************** purchase. Once an update can be provided, Affirm will follow up with **************** through the Secure Messaging Portal. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

• Initial Complaint

  Date:01/03/2024

  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 started receiving notifications to my email adress about missed payments for an affirm account along with notices of potential collection measures. I do not have an account with ********************** and I did not transact with the vendor the payments are due to. I called affirm to understand why I was receiving those emails and learned there was an account registered to my name with my email adress and DOB. I informed the agent I did not create this account or transacted with this merchant and asked what could be done about it- was told I should contact the merchant to return the item-the item I never purchased or received. That was their resolution. I asked about a fraud team or somebody I could speak to and was told there is nobody. I would like to understand how, since my email, DOB and name were used to create an account , wouldnt an account agreement be sent to the same email. What information is required for someone to create an account? Just an email, date of birth? information most peoples social circle has access to. The financial consumer agency of ****** requires expressed consent and an application form, no such documents were sent to the email where I keep receiving these notices. As a publicly registered company how does affirm obtain express consent? I would like any account associated with my name to be deleted and to understand how this account was created. I have submitted an online report with affirm and havent heard back.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity in responding to Ms. ******** BBB complaint. Affirm has reviewed her complaint which states her concerns regarding a loan she claimed was unauthorized on her account.
  
  ************************ records indicate that on October 17, 2023, loan ABW1-3I2D processed for a purchase with the merchant, Silk and Snow for $1,337.16 with loan terms of 0% Annual Percentage Rate (APR) and 12 monthly payments of $111.43.
  
  On January 2, ****, Ms. ****** contacted Affirm indicating she noticed unauthorized activity on her account. On January 4, ****, an email was sent to her advising that her claim would be escalated to the appropriate team.
  
  On January 5, ****, Affirm's Account Safety Team sent Ms. ****** an email advising her that upon review of her claim, she was found to be not responsible for the loan. She was advised that restrictions were placed on her account to prevent future unauthorized activity. Affirm confirms that the loan will have no impact to Ms. ******** credit report.
  
  We apologize for any frustration this situation may have caused for Ms. ******* In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21089802
  
  I am rejecting this response because:

  I continue to receive  emails from affirm advising of collection action. Also in your response you reference my account.  I never opened/authorized an account with **********************, I request the deletion of all the account data associated with my name and confirmation of the same. Thank you. 

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

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity in responding to Ms. ******** BBB rebuttal complaint. Affirm has reviewed her complaint which states her concerns regarding an unauthorized loan.
  
  As previously stated, on January 5, ****, Affirm's Account Safety Team sent Ms. ****** an email advising her that upon review of her claim, she was found to be not responsible for the loan. She was advised that restrictions were placed on her account to prevent future unauthorized activity. Affirm confirms that the loan will have no impact to Ms. ******** credit report. The email advised Ms. ****** to disregard any future emails regarding the loan.
  
  We apologize for any frustration this situation may have caused for Ms. ******* In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21089802
  
  I am rejecting this response because:
  

  thank you for your response, as per CASL requirements , please confirm I have been unsubscribed from future email and deletion of  my data. I am unable to unsubscribe from your collection emails as you do not include an unsubscribe mechanism and cant request deleting of my data without reinstating the account that was fraudulently created in my name.  Your previous message did not adress this request but rather reiterated that the account created has been locked. Thank you for that. 

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

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the affirm card to make a payment to a vendor I have paid in the past with the affirm card to split into payments. This time it would not allow me to split into payments. I called customer service who was clueless and told me it wouldn't come out of my account. It did come out of my account and cause financial hardship because the whole reason I used the affirm card is because I couldn't afford to pay the entire balance. There is no point in using the affirm card if not to split into payments.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed her complaint which states her concern regarding her inability to split a recent purchase made with her Affirm Card. 
  
  Affirm records indicate that ****************** initiated a purchase with the merchant "Serene and.." using her Affirm Card on December 31, 2023 in the amount of $330.17. This transaction was completed on January 1, ****. The purchase was unable to be split into pay over time installments as the merchant type is not supported by Affirm. 
  
  ****************** contacted Affirm by phone on December 31, 2023 to request additional insight as to why she was unable to split her purchase into installment payments. The responding agent advised ****************** that the merchant type was not supported. ****************** advised that she was confused as she had successfully split a purchase from the same merchant previously.
  
  The Affirm Customer Card representative was unable to provide clear information to ******************, causing further confusion. This agent has been submitted for coaching so that they may support Affirm customers effectively going forward. 
  
  Upon review, the previous purchase made using ********************** Affirm Card took place on April 7, 2023 using the merchant name "SERENE AND SORTED". It appears that though this was the same merchant, the merchant has a slightly different name on the transaction history. As a result, on the more recent transaction attempt, the merchant was classified as a merchant type that was not eligible for pay over time installments. 
  
  Affirm would like to apologize for any inconvenience that this may have caused. In order to ensure that a transaction can be split into monthly installments, ****************** can apply for an installment purchase within the app prior to using the physical Affirm Card to make a purchase. 
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

• Initial Complaint

  Date:01/03/2024

  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 ordered a phone through Amazon that was financed by Affirm. Amazon sent wrong phone so I returned it on 7/4/2023 through **** I wanted the correct cell phone sent to me. Amazon said they hadn't received it after 30 days. They said I had to wait 90 days until something could be done. I asked what was the point in sending this through **** In the mean time Affirm wanted me to continue paying with no product. I am 69 and live in the country by myself with no phone. I contacted Amazon and Affirm numerous times to no avail. None of this was my fault yet I I'm getting the brunt. I checked with CVS where I dropped it off and they acknowledged they *** had picked it up as agreed on 7/4/2023. I contacted *** also (I have all the necessary paperwork with pickup information numbers. I had to borrow money from my landlord so I could get a phone. That's why I needed to get it financed. I'm on a fixed income and don't have extra money to buy outright. I've had multiple accounts with Affirm and always paid early or on time. Nobody would help me. Now Affirm has charged this off 11/2023 and ruining my credit. I tried everything I could to resolve this but was ignored. I have no family. It's just me. I don't know what I would have done if my landlord hadn't let me borrow the money but how embarrassing. I've been his tenant for over 6 years and have never been late with my rent. That's why he helped **** added money to my rent each month til it was paid. I feel like these 2 big companies took advantage of an old woman. I've been a long time customer of both companies. Not anymore. I'll go without rather than give them my business. They charged off $900 and reported it to my credit.Thanks in advance for any help you may be able to provide. ***************************

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to ************************ BBB complaint which states her concerns with loan GU9I-L7RW.
  
  Affirm's records indicate that loan GU9I-L7RW was processed on June 09, 2023 in the amount of$782.98 for a purchase with Amazon. The agreed upon terms were *****% APR to be paid over 24 monthly installments of $42.13. The loan required a downpayment of $29.50 which was paid on June 08, 2023. The loan did not receive any further payments and was subsequently charged off on November 07, 2023 for nonpayment.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue, it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon origination of the loan, she electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of your Loan Agreement: "you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action". In addition, in Section 17, you agreed to "authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score)".
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Additionally, Affirm currently only reports repayment activity to Experian, but may report to other credit bureaus in the future. At this time, Affirm can confirm that the repayment history for this loan is being accurately reported. As such, Affirm must respectfully decline her request to remove the loan from reporting.
  
  Affirm reviewed ************************ past interactions and found she reached out once on July 19, 2023 regarding a purchase refund. Unfortunately, ******************** did not provide any evidence or documentation showing any refund is due.
  
  If ******************** is in possession of any evidence at all, showing that she is due a refund such as an invoice, refund receipt or any official communication from the merchant, Affirm kindly advises that she submit it by emailing ***************************************. Once the evidence is submitted, the team may be able to assist her with a courtesy investigation.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ******************************************************************

• Initial Complaint

  Date:01/02/2024

  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 purchased a product through Amazon and I applied for credit using affirm as the form of payment. I never received the item and did a cancelation with Amazon and as of November 21st the Amazon issued a refund fir the item. I have sent all the documents that affirm has requested and they are refusing to process the order as a refund and still trying to collect money for the item I do not have. It is now Jan **** and they are still refusing to do a refund and saying my account is delinquent and behind on payments. The item was canceled and money was refunded before any payment was due.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to Ms. ***************** BBB complaint which states her concerns with loan WOEX-3CNE.
  
  Affirms records indicate that loan WOEX-3CNE was processed on October 17, 2023 for $379.69 for a purchase with Amazon. The agreed upon terms were *****% APR to be paid over 18 monthly installments of $26.45. The loan received 1 payment of $52.90 on January 04, 2023. The payment was then refunded on January 13, 2023 as the merchant processed a full refund towards the loan on the same day.  
  
  At this time, the loan has been fully refunded an ************************ is not responsible for the loan or repayment. 
  
  Affirm would like to thank ************************ for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm directly via email.

• Initial Complaint

  Date:01/02/2024

  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.

  This is my dispute and complaint to Affirm. This company is still reporting multiple accounts on my behalf that should not be reporting on my credit report. I NEVER gave written permission to report any of this information. That is defamation of character. I have NO contract or relationship with this company at all. I searched this company up and seen they are a buy now pay later company. I never needed to do this for any purchase as all. This must be a mistake. They need to remove this asap this is hurting me badly going into the new year. They are in violation Under USC 15 Code ****b - Permissible purpose. I refuse to be taken advantage of. There is not any legal way to prove these accounts belong to me. Do you have video of me signing up for you company??? Or a Wet Ink signature with me??? No.. these accounts do not belong to me and you guys have a random address reporting to my account. ********************************* ***** Account #S7IK**************************** ***** Account #H9Z9**************************** ***** Account #**VQ**************************** ***** Account #RTC2**************************** ***** Account #8GZ4****REMOVE THESE ACCOUNTS FROM MY CREDIT REPORT ASAP. I WILL NOT LET UP UNTIL IT IS DONE. I AM FILING WITH CFPB, BBB and Attorney General of my state to document communication. I am not looking for a fight but for you to ********** this matter and remove this from my credit reports. Thank you.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm reviewed her complaint which states her concerns with credit reporting in relation to loan Affirm loans.
  
  Affirm's records indicate that loan 25VQ-FOZ5 which was funded by **************** was processed for $641.33 on August 16, 2022 for a purchase with Amazon. The agreed upon repayment terms of the loan were 12 installments of $50.02 at an APR of *****%. The loan required a downpayment of $128.27 which was paid on August 14, 2022. The loan received 3 payments from September 16, 2022-December 15, 2022 totaling $278.33. The loan received no further payments and was subsequently charged off on April 16, 2023. 
  
  Loan RTC2-B43J which was funded by **************** was processed for $532.56 on August 01, 2022 for a purchase with Amazon. The agreed upon repayment terms of the loan were 3 installments of $158.49 at an APR of *****%. The loan required a downpayment of $79.89 which was paid on July 30, 2022. The loan received 4 payments from August 20, 2022-December 15, 2022 totaling $533.56. The loan received no further payments and was subsequently charged off on March 02, 2023.  The loan received a payment of $86.69 while in collections on June 09, 2023. The loan then received a partial refund of $21.68 on June 16, 2023. The loan is now paid off however the history and reporting remain as it was accurately reported.
  
  Loan H9Z9-N7MO which was funded by **************** was processed for $51.59 on September 12, 2022 for a purchase with Amazon. The agreed upon repayment terms of the loan were 6 installments of $9.30 at an APR of *****%. The loan is currently paid off however the loan was overdue for over 90 days and accurately reported as such. 
  
  Loan S7IK-3WAC which was funded by *********** was processed for $200.26 on September 12, 2022 for a purchase with Amazon. The agreed upon repayment terms of the loan were 12 monthly installments of $19.36 at an APR of *****%. The loan received 3 payments on October 15, 2022, December 15, 2022 and June 08, 2023 totaling $85.87. The loan received no further payments and was subsequently charged off on June 13, 2023.   
  
  Loan 8GZ4-8LU9 which was funded by *********** was processed for $53.13 on October 27, 2022 for a purchase with Amazon. The agreed upon repayment terms of the loan were 3 monthly installments of $15.10 at an APR of *****%. The loan required a downpayment of $10.00 which was submitted on October 24, 2022.  The loan received 1 payment on November 27, 2022. The loan received no further payments and was subsequently charged off on April 27, 2023.  The loan received a payment of $30.20 while in collections on June 09, 2023. The loan is now paid off however the history and reporting remain as it was accurately reported.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. 
  
  Upon origination of the loan, she electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of your Loan Agreement: you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action. In addition, in Section 17, you agreed to authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score).
  
  She also agreed to Affirm's Terms of Service ("***") when she created her Affirm account. As stated in Section 2 of the *** How Affirm Serves You: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you". She can find Affirm's *** here: **************************************
  
  Affirm received disputes through E-***** concerning the accuracy of the information furnished on December 15, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to her on December 18, 2023. 
  
  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. As such, Affirm must respectfully decline her request to remove the loans from reporting.
  
  Affirm assures you that Affirm complies with all requirements of the Fair Credit Reporting Act ("FCRA"). Affirm needed her consent to obtain a copy of her credit report. When she accepted Affirm's Terms of Use and Privacy Policy and submitted her credit application, she consented to have her credit report pulled. She can view Affirm's Terms of Service here: ************************************** 
  
  While reviewing the complaint, Affirm found no prior direct communications from **************. If she believes these loans were taken out without her authorization, 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 that ************** has any further questions, Affirm encourages her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:01/02/2024

  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.

  Did not authorize payments made to my accounts, they state I manually made the payment which I havent done, and never could tell me if there was an email sent to say thank you for scheduling a payment. Contacted affirm customer support and they were unable to assist, asked for a manager for assistance and they were unable to assist

  

  Business Response

  Date: 01/19/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which claims he had several payments pulled from his bank account that he did not authorize. 
  
  Affirm has located 6 loans we believe to be in question. **************** contacted Affirm by phone on January 2, ****, and explained that there were several payments taken out of his bank account to pay on his loans but that he did not authorize them. The Affirm agent reviewed the account and located the loans and at the time of the call, the payments were processing and they could not be reversed at this time. **************** was not satisfied with this answer. Affirm apologizes for any inconvenience this caused.
  

  As of January 19, ****, Affirm has reviewed the following loans with payments made all on January 1, ****, and all reflect current chargebacks: 
  
  Loan 91EQ-XNL6 processed a payment for $15.82. Loan J74J-X1YT processed a payment for $109.75. Loan J59L-61ZR processed a payment for $99.17. A payment was processed for loan D0DD-**** for $113.69. Loan EDJR-4LN1 had a payment processed for $277.07 and the final loan FZE6-M51Y processed a payment for $12.97. 
  
  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. Based on our records, these funds have not yet been returned to Affirm from Mr. ******* bank. Once his bank finishes its investigation, the funds may be returned to Affirm or back to Mr. ******* payment method depending on their adjudication.
  
  The above loans all had these payments processed with the bank account ending in ***** and all reflect they are manual payments. None of the loans reflect they had been set up for autopay and Affirm does not assist with payments unless the customer calls in and once verified we can help make a payment by phone once payment disclosures are read and agreed to by the customer. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

  
  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21085918
  
  I am rejecting this response because: there was no resolution 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which concerns several payments made towards his Affirm loans which he claims were unauthorized. 
  
  At this time, Affirm has confirmed that the charges in question have been disputed by ******************** financial institution. As mentioned in Affirm's initial response, when a payment is charged back/ disputed, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on our records, these funds have not yet been returned to Affirm from Mr. ******* bank. Once his bank finishes its investigation, the funds may be returned to Affirm or back to Mr. ******* payment method depending on their adjudication. **************** is encouraged to reach out to his financial institution for additional insight into the status of the chargeback investigation. 
  
  In the event that **************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from AFFIRM **** adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: JPF4****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,*************************

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states she believes two of her loans with Affirm are not reporting accurately. 
  
  Affirm's records indicate that loan IDHM-IBZS was processed on March 1, 2018 for a purchase with the merchant, Tradesy, in the amount of $670.50. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $121.49 due on the 1st of each month. 
  
  The loan charged off to Affirm on November 30, 2018 due to becoming 120 days overdue. Affirm received 6 total collections payments on June 12, 2020 for $124.31, December 20th, 2020 for $20.00, January 20th and February 21st, 2022 for $20.00 each, May 11th, and May 23rd, 2021 for $30.00 each. This loan is settled and paid in full. 
  
  Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm's records indicate that loan JPF4-446M was processed on February 22, 2018 for a purchase with the merchant, Tradesy, in the amount of $459.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $83.33 due on the 22nd of each month.
  
  Looking at your Affirm account, this Tradesy loan became delinquent because you did not satisfy the payment due on August 22, **** until October 11, 2018 and became more than 30 days overdue.
  
  Affirm has reviewed and we have not located where ************** has contacted Affirm directly on this concern. 
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). Her complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. She also stated that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of her credit report. When ************** accepted Affirms Terms of Use and Privacy Policy and submitted her credit application, ************** consented to having her credit report pulled. She can view Affirm's Terms of Service can be found here: **************************************
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan IDHM-IBZS and JPF4-446M.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************.