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:01/02/2024

  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 December 29th, Affirm was notified by Royal Caribbean and myself that they had received a refund by mistake from Royal Caribbean. I financed a Royal Caribbean cruise through Affirm. Only the cost of the cruise was financed through Affirm. Prior to my cruise, I purchased 2 base drink packages and an internet package through Royal Caribbean and paid for it using my personal debit card. Once onboard the cruise ship, I cancelled the 2 base drink packages and upgraded to a deluxe drink package. The cancellation of these 2 base drink packages resulted in a refund which should have gone back to my personal checking account. Royal Caribbean mistakenly sent the refund to Affirm. Royal Caribbean, along with me, on a 3 way call, called Affirm and notified them of the refund mistakenly being sent to them. Affirm informed Royal Caribbean and me that they had used the refund and credited it to the balance of the cruise. I was told that they would not issue me a refund of the money that had been mistakenly sent to them by Royal Caribbean because they had already processed the refund in their system and couldn't change it. This refund had nothing to do with my account with ********************** and should have been issued back to me. I also had a payment due the same day on the cruise loan, so I asked them to cancel my payment and use the refund as my payment instead. I was told by Affirm that they couldn't do that either since the refund had been put into their system and my account balance had been adjusted. The refund amount due back to my personal checking account is ******.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding her expected refund from the merchant associated with her Affirm loan. 
  
  Affirm records indicate that ******************** ***************************** loan (ID ********** was processed on November 29, 2023  in the amount of $2,281.16 with *****% APR. The agreed-upon repayment terms were for 18 monthly installment payments of $165.85 beginning on December 29, 2023. On December 16, 2023, the merchant issued a refund of $164.92 towards the loan. **************** made one payment of $165.85 towards the loan on December 29, 2023. 
  
  **************** contacted Affirm on December 29, 2023, to advise that she was expecting the merchant to issue the refund of $164.92 towards her personal payment instrument, and not towards her Affirm loan. The responding Affirm ******** Care agent advised **************** that Affirm was unable to transfer the refund that had been previously applied by the merchant. As a result, this refund will remain as applied to ******************** ***************************** loan. Partial refunds will result in a lower amount of payment installments and/or a lower final payment installment. 
  
  Please note that Affirm simply manages the financing purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies. If the merchant confirms any applicable refunds, they will be processed towards the loan and **************** will be notified via email. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:01/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 26, 2023, I received both a text message and email stating that a loan had been approved/processed for a purchase on Amazon.com for $376.26. I did not make a purchase on Amazon for this amount utilizing affirm. I did not receive a text to verify an attempt had been made to utilize my affirm account/information. I called Amazon and they confirmed that no purchase had been made through my Amazon account, therefore someone utilized my affirm account unlawfully using their own Amazon account to make this large loan request. I reported it immediately to Affirm. The loan ID for this transaction is FOLL-RHBN. Since then, I discovered a second loan made through Amazon for $107.52, loan ID ************* that I never made and for which there is no indication of in my Amazon account order history. Considering that affirm always sends a text to confirm a purchase, and that these two loans were somehow approved/processed overriding this security feature, I have the suspicion that someone associated with affirm who has access to affirm account information and specifically my information fraudulently used my info to make these purchases. I have reported the purchases to Amazon security/fraud. I have made repeated attempts to report this and have these loans investigated and removed from my affirm account, with minimal response and absolutely no action to date. I WILL NOT have my credit destroyed for non payment of loans I did not request, and I WILL NOT pay for these fraudulent transactions. I want a response from the company and these loans removed from my account, and I want ********************** to communicate with Amazon to find out who made these purchases and have them prosecuted for their theft. I will be contacting my local police and filing reports for both loans. I am very worried that previous loans I may have unwittingly paid off were not my own but other fraudulent loans using my account without my knowledge or consent. I want my account closed. There is something very wrong.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her claim that loans were obtained in her name without her authorization.
  
  Affirm's records indicate that on December 23, 2023, loan ****-2XCR (Order IDs: 114-8054754-8953822 and 114-8567484-9354612) processed with the merchant, Amazon for $107.52 with loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $19.52.
  
  Additionally, on December 26, 2023, loan loan FOLL-RHBN (Order IDs: 114-1754687-9489023, 114-6492261-2331411, 114-7994634-3756237 and 114-1289312-8009050) processed with Amazon for $376.26 with loan terms of 0% APR and 12 monthly payments of $31.36.
  
  Later that day on December 26, 2023, ************** contacted Affirm indicating she noticed unauthorized activity on her account. ********************** sent her an email advising that her claim would be escalated to the appropriate team.
  
  On January 16, ****, Affirm's Account Safety Team sent her an email advising that upon initial review of her claim and details of her account, she was found to be responsible for both loans. Affirm advised for her to complete Affirm's fraud affidavit form. Our investigation can take up to 30 days to be completed. To do so, we ask for ************** to please visit __ ******************************************************************************.
  
  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:01/01/2024

  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 bought a ********** from ******* using my Affirm Account, I have contacted Affirm numerous times and spoken with CSS from the Filipines, they do not understand English and have not been properly trained to handle concerns outside their scope. I used a friends computer and her IP address was recorded which inadvertently assigned my loan to her. I attached my receipt and purchase order from ******* which shows I picked up the ** and it was purchased using Affirm. The filipinos do not understand English or the issue and rather than ask for help from someone from ******* they get nasty and disconnect the call. Please assist me in rectifying this error. I need my purchase from ******* to reflect in my Affirm account.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to ****************** BBB complaint, which states her concern that her purchase financed by Affirm was not processed on her Affirm account. 
  
  *********************** records indicate that there are no active loans associated with ****************** account. The loan referenced by ************** is not associated with her account. As a result, ********************** is unable to provide any further information related to this issue. Affirm will only discuss this matter directly with the accountholder. 
  
  ************** may contact Affirms ************* team by phone to discuss this matter if she is able to obtain verbal authorization from the account holder to discuss the account. The ************* team may be reached by calling ************ between the hours of 7 am and 10 pm CST seven days a week. 
  
  Affirm would like to apologize for any inconvenience that ****************** recent experience speaking with members of the ************* Team may have caused. These agents have been submitted for coaching to ensure that they can better support Affirm customers going forward. 
   
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:01/01/2024

  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.

  I have not supplied proof under the doctrine by silence ********** vs ******* MO 281 SW *******, I presume that no proof the alleged debt nor therefore any such debt in fact therefore exists.The problem occured because of a coding issue when making a change to one of experian servers ,according to the company ,which said the issue was place over a period of few weeks resulted in the potential miscalculation of credit scores. Experian did not specify dates of figures.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern that he is not liable for the loans reported to the credit bureau in his name. 
  
  Affirm records indicate that Mr. ******** Amazon loan (ID ********** was processed on August 4, 2022 in the amount of $108.30 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $14.75 beginning on September 4, 2022. ****************** submitted a down payment towards this loan on August 2, 2022 in the amount of $27.08. ****************** made two additional payments of $14.75 towards the loan on September 4, 2022 and October 4, 2022. No further payments were made before the loan became more than 120 days overdue and it was charged off on March 5, 2023. The loan was charged off to Affirm's third party collections partner, **********. ****************** may contact ********** to make payments towards this loan by calling  **************. 
  
  If payments are 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 a loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Amazon loan (ID ********** was processed on October 18, 2022 in the amount of $376.48 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $54.68 beginning on November 18, 2022. ****************** submitted a down payment towards this loan on October 15, 2022 in the amount of $75.30. No further payments were made before the loan became more than 120 days overdue and it was charged off on March 19, 2023. The loan was charged off to Affirm's third party collections partner, January. ****************** may contact January to make payments towards this loan by calling **************. 
  
  
  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. As a result, Affirm must respectfully decline Mr. ******** request to remove these loans from credit reporting. For ********************** convenience, Affirm has attached the loan verification and Truth in Lending documents associated with each loan to this response. 
  
  ****************** contacted Affirm via the online chat feature on January 11, **** to report that the Amazon loans on his account were unauthorized. In order to proceed with his claim, ****************** was advised to call the Affirm ************* Team. ********************** did not receive any further contact from ******************* 
  
  If ****************** believes these loans were unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him 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 him to reach out to **********************************************************;

  Customer Answer

  Date: 01/17/2024

  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:01/01/2024

  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 December 23, 2023, I purchased an e-gift card for ****** from affirm's virtual gift card mall. The amount of the gift card was for $100; this was supposed to be her Christmas present.I entered her information, I secured a loan from affirm for the e-gift card, and I paid them their first payment. I received a confirmation email from affirm, saying that they had delivered the e-gift card, and I thought that was that.Christmas came around, and my mom still hadn't received her e-gift card. I contacted affirm, asking them when the gift card would be delivered and received a stock response. I rechecked their confirmation email, and the email address for my mom was incorrect.Because of their "no refund" policy on gift cards, I reached out to the owner of the email address, directly, trying to resolve the issue. That email address has NO OWNER. My email was immediately returned to me as "undeliverable" just as the e-gift card itself would have been returned to affirm as "undeliverable."The fact that I'm paying for a product that I have not received and NO ONE will ever receive is unacceptable. Affirm hasn't lost a ***** in this transaction; they've gained $100 for nothing. I, on the other hand, am out $100 and out a Christmas present for my mom. Affirm keeps telling me my dispute is with the merchant, but THEY are the merchant. This is very frustrating and disheartening. How is this not theft?I'm including proof of our conversations and proof that the email address they shipped the e-gift card to has no owner.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern as she purchased a gift card from Affirm but had not received the product. 
  
  Affirm records indicate that ****************' financed her purchase of a ****** gift card through Affirm loan (ID ********** and the loan was processed on December 25, 2023 in the amount of $100.00. The loan terms included three biweekly installment payments of $25.00 and a loan APR of 0.0%. A down payment of $25.00 was required, which was submitted by **************** on December 23, 2023. To date, **************** has made one additional payment of $25.00 towards the loan on January 9, ****. 
  
  **************** contacted Affirm on December 26, 2023 via the Affirm *********** to report that the gift card was not successfully delivered to the intended recipient. No response was provided to **************** and she followed up on December 30, 2023 to advise that the gift card had not yet been delivered. A member of the Affirm ************* Team follows up with **************** via Affirm's Secure Messaging Portal to encourage her to work with the merchant directly to determine the status of her order. **************** replied to advise the agent that Affirm is the merchant of sale, and it appears that she input an invalid email address for the recipient of her purchase.  The responding Affirm agent advised **************** that she can expect to receive a response to investigate this matter further within 3-5 business days. On January 1, ****, an Affirm agent advised **************** to again continue working with the merchant. Affirm would like to sincerely apologize for the oversight in the communication provided by these two agents. We have ensured they have received the appropriate coaching to prevent this mistake in the future. As Affirm is the merchant of sale, **************** would contact Affirm directly for any issues in the delivery of her gift card purchase. 
  
  On January 16, ****, a member of the Affirm ************* team followed up with **************** via the Secure Messaging Portal to provide her with a link to the gift card she purchased previously. **************** may access this link to receive the gift card despite the link being sent to the incorrect email previously.
  
  If **************** continues to experience any issues accessing her gift card, Affirm encourages her to reach out directly through **********************************************************;

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21081500
  
  I am rejecting this response because: there was no link to the gift card provided in the message I received on January 16th. I am still out $100 and haven't received my gift card.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal concerning the gift card she purchased from Affirm.
  
  Affirm records indicate that an Affirm agent provided **************** with the link to access her gift card on January 16, **** via Affirm's Secure Messaging Portal. The message was sent by Affirm agent ****************** and contains the link in the following line, "In order to claim your $100.00 gift card towards ******, please click HERE."
  
  In the event that **************** has been unable to access the provided link, she is encouraged to reply directly to the Secure Message sent on January 16, ****, or by emailing *************************************** directly. 

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/01/2024

  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 December 4, I reached out to Affirm after not being able to successfully reach out to a merchant regarding a service that was purchased through Affirm. The service was through Top Resume for resume writing. While receiving the services, they were not up to par because I ended up having to have my resume RE-written by a professional paying more money. Top Resume appeared to use A as there were multiple grammatical mistakes and errors regarding my experience and expertise. I reached out to Top Resume first since they offer to rewrite at no additional charge but the company never responded. Therefore, I reached out to Affirm since the original merchant never responded to dispute the transaction and receive assistance. On both occasions, Affirm responded to me with messages despite all of the information shared to support my case stating that the merchant's policy reads "All Sales Are Final." This too feels like a scam if I am sharing I didn't properly receive the services that were described. I reached out again on December 28 and the team shared another message on January 1 but it wasn't from a different agent or another response, it was the same response from December 4, copied and pasted stating this again - never reaching out to Top Resume or doing an investigation and closing the case. I am owed $349 for a service that I did not properly receive. And Affirm is not supporting an investigation or even looking into how this merchant appears to be a scam.

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to ****************** BBB complaint, which states his concern involving an unacceptable product/service associated with his Affirm loan. 
  
  Affirm records indicate that ****************** Top Resume loan (ID ********** was processed on April 26, 2023 in the amount of $349.00 with 0.0% APR. The agreed-upon repayment terms were for 6 monthly payments of $58.17 on the 25th of each month. ************** made six monthly installment payments and paid the loan off in full on October 26, 2023. 
  
  On December 4, 2023, ************** contacted Affirm via the Affirm *********** to report that he had received dissatisfactory service from the merchant associated with his loan. ************** was encouraged by the responding Affirm ******** Care agent via the Secure Messaging Portal to reach out to the merchant directly in order to receive a resolution. ************** replied to advise that he had not been able to resolve his issue with Top Resume. On January 1, ****, a member of the Affirm ******** Care team advised ************** that his loan could not be disputed as the merchant had an all sales final policy. 
   
  Additionally, Affirm's records indicate that ****************** loan was outside of the 60 day dispute window. As a result, ****************** loan is no longer eligible for an official dispute. 
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  At this time, ************** is encouraged to contact the merchant directly in order to request additional information related to his concern. ************** will remain responsible for the balance of his loan unless the merchant issues a refund. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  

• Initial Complaint

  Date:01/01/2024

  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.

  They advertise that no credit needed, however they do run your credit and good credit is needed, false advertisement, Also I have an account with several prior loans that were paid off but for no reason they stopped accepting me, there no good reason for this, I paid off everything I borrowed and am rewarded with denials!

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concern with a declination he received for a loan application. 
  
  Affirm has reviewed his account and located 23 loan applications requested from December 10, 2021 to January 1, 2024.  
  
  Affirm considers all loan applications separately and a minimum FICO score of 550 is required to be eligible for an Affirm loan. We're unable to approve the requested loan as his FICO score is below our minimum score requirement to be considered for this particular purchase. If he reviews the bottom of the email notification he received, he will see his FICO score and the top four factors that are negatively impacting his FICO score. The information contained in that notice is obtained from the credit bureau.
  
  Affirm apologizes for any inconvenience this has caused. Additionally, we are sorry to hear that you saw that credit is not required to apply, since this is not true. If you share the advertisement you saw that claims this, Affirm would be happy to review it further. If you have further questions, Affirm has several articles that answer many frequently asked questions by going to www.affirm.com/help. Specifically to his request, **************** may also visit, **************************************************************************;
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21080909
  
  I am rejecting this response because: my credit score has always been below 550, beyond that, does our previous transactions count for nothing? I had to work my way up,as far as spending power goes, so shouldnt that have earned me some trust??
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint. Affirm has reviewed **************** complaint, which states his concern with a declination he received for a loan application. 
  
  Please note, each loan is considered separately, and aside from credit score, other factors are also considered to determine creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, and more. Approval isn't guaranteed, and the terms are still subject to credit check and approval.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/31/2023

  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 was sent an item that was different than advertised. The other item did not work at all.

  

  Business Response

  Date: 01/16/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her request of a refunds towards her loan from a merchant.
  
  Affirm's records indicate that on August 6, 2023, loan HPX0-S78B processed for a purchase with the merchant, Tesery Official Store for $113.20. She agreed to loan terms of 0% Annual Percentage Rate, down payment of $37.74 and three bi-weekly payments of $37.73. 
  
  ************** made every payment as agreed, but filed chargebacks for every payment except the one made on September 18, 2023 which resulted in the loan being charged off on January 3, ****. The loan is currently assigned to Affirm's partnered, third party debt collector, ***********. They can be reached by calling **************. The loan is not being reported to the credit bureaus.
  
  On August 20, 2023, ************** reached out to Affirm indicating the item she purchases did not work. Affirm advised for her to contact the merchant to request a refund. On September 3, 2023, ************** provided emails to Affirm showing the item she purchases was not functioning correctly.
  
  Between the dates of September 28 and December 29, 2023, Affirm sent ************** emails requesting for more evidence showing that she has attempted to work with the merchant and any evidence showing a refund was confirmed. On December 29, 2023, ************** emailed Affirm indicating she spoke with the merchant but they were unwilling to assist her.
  
  Upon receipt of ****************** BBB complaint, Affirm reached out to the merchant on her behalf to determine if any refunds are owed. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm can only provide a refund once confirmed by a merchant. Affirm will follow up with ************** directly once more information becomes available.
  
  We apologize for any frustration this situation may have caused **************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:12/31/2023

  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 opened an affirm savings account over a year ago. Initially I had zero problems depositing or withdrawing money between the affirm savings account and my checking account. Recently I went to withdraw money and received a notice in the app that the name on the accounts dont match and therefore I cannot withdraw money. There is no way to correct this in the app so called their help line. This is a nightmare. I am transferred from person to person, none of whom can correct the issue. I am finally told someone will email me in 5 days??? Email in 5 days??? What is that??? I have received said email where I am asked to log in and explain the issue. I do. I am then sent an email asking if the issue is resolvedit isnt. I rate them, and start the whole process again calling the helpline. At this point I consider them thieves. I will be contacting the media and possibly taking legal action to get my money.

  

  Business Response

  Date: 01/16/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed the complaint, which states his concern with not being able to make withdrawals from his savings due to his name not matching. 
  
  Affirm has reviewed the account and found that he opened his Affirm savings account on March 1, 2022. As of January 15, ****, this account reflects an active status.
  
  ************** first contacted Affirm on December 25, 2023, to inquire about the withdrawal he was attempting to make. On December 26, 2023, he was asked to call Affirm to further discuss his request. On December 29, 2023, Affirm had reviewed and escalated his case for further review as well. 
  
  ************** contacted Affirm again on December 29, 2023, through our Affirm *********** but the form had no content so Affirm followed up with him on December 30, 2023, and asked him for further information. He responded again through the Affirm  *********** on December 31, 2023, and explained that he was not able to make a withdrawal due to getting notifications that his name was not matching with his bank and Affirm. 
  
  His request was escalated again on December 31, 2023, after he called in explaining again that he has no access to his funds. 
  
  Affirm sees that recently on January 11, ****, ************** was able to successfully withdraw $600.00. Affirm has requested a further look at his savings account due to the unmatched name concern, as of January 15, ****. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:12/31/2023

  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.

  Intente hacer una compra con ustedes y me sale un mensaje donde no pueden por que no se verifico mi informacin hay alguna manera de actualizar mis datos en su informacin

  

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint which concerns his inability to obtain financing with Affirm. 
  
  Affirm records indicate that **************** applied for financing with Affirm on December 13, 2023 and on December 31, 2023. According to Affirm's records, it looks like we had trouble verifying ******************** identity based on information relating to his application. Affirm has certain procedures in place to verify identity and, regrettably, these attempts were unsuccessful. An automated email was sent to the e-mail address on file to provide additional insight into this declination. 
  
  There are several factors that Affirm has to check to prevent unauthorized users from creating accounts and when information does not match what is on public record we are unable to approve an application. 
  
  At this time, **************** is encouraged to utilize an alternate method of payment to proceed with his purchase. 
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to **********************************************************;