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

  
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  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:11/17/2023

  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 was on Amazon.com and wanted to purchase the Ultra2 Apple Watch and there was 2 options of payment. 1. Pay the full amount 2. Use Affirm and make a payment every 2 weeks x4 with 0% interest. I clicked the #2 option and pressed buy now. Then I noticed on my banking app that I paid the full price. I called Amazon immediately and they transferred me to the Affirm credit loan representative. I followed his instructions by canceling my original order on Amazon, then went back to purchase the ultra 2 Apple Watch and again selected the #2 option but this time I added the item to my cart, then the affirm representative said to click the pay with affirm option and I did then I followed the instructions and entered some info like my name, my phone number and my annual income. Then the affirm loan gave me 3 totally different options to pay for the watch. Option 1. for 12 months with a 36% arp, for a total price of paying $980. Option 2 for 36 months 36%arp for total price of $1090 and option 3. 48 months 30% arp for a total price of $1148 for the watch. There was no pay every 2 weeks x4 with 0%arp option. Affirm just fished me in so I would pay a ridiculous price and get stuck with payments I did not care to do. Not only was I lied to and tricked but now they lowered my fico score by having me apply for their false loan offer. Affirm is using illegal tactics to draw in customers.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed his complaint which states his frustration with the application process and offered terms.
  
  According to the account details, **************** applied for a loan with Amazon on November 17, 2023 in the amount of $809.21 with a 0% interest. The loan required  a downpayment of $40.47. Though the loan was not confirmed and then cancelled. 
  
  For more clarification, when a customer is approved for a loan, a number of factors are taken into account: current economic conditions; eligibility criteriawhich include things like their credit score, their payment history with Affirm, and how long they've had an Affirm account; and the interest rate offered by the merchant where they're applying for the loan.
  
  Affirm negotiates these loan eligibility criteria and interest rates with each merchant individually. That's why customers may see that some merchants offer 0-30% APR with payback schedules of 6, 12, or 24 months, while other merchants have no special APR and payback schedules of 3, 6, or 12 months.
  
  Because these interest rates and loan eligibility criteria are subject to change based on a variety of factors, a customer's ability to get a loan may differ from purchase to purchase and may also depend on when a customer applies for a loan.
  
  The terms offered may change or go away, depending on a few different things. This includes borrowing and payment history at Affirm and elsewhere.
  
  Unfortunately, terms can not be altered but **************** is more than welcome to apply for other/ future loans and see what terms are offered to him.
  
  Lastly,  Affirm only performs a soft credit check that does not affect credit scores during application of a loan. For more information regarding Affirm and credit scores, please visit: ********************************************************************************************
  
  In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm  directly via email by emailing ***************************************

• Initial Complaint

  Date:11/17/2023

  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.

  (a) In general. Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:(1) In response to the order of a court having jurisdiction to issue such an order, or a subpoena issued in connection with proceedings before a Federal grand jury.(2) In accordance with the written instructions of the consumer to whom it relates.(3) To a person which it has reason to believe (A) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer; or (B) intends to use the information for employment purposes; or (C) intends to use the information in con 15 u.s.c **** section A states I have the right to privacy

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which states that the loan that has been reported is inaccurate. 
   
  Affirm's records indicate that loan X7FD-LDP0 was processed on November 9, 2021, for a purchase with the merchant, ***** in the amount of $119.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $41.66. This loan shows it was charged off on June 10, 2022 due to not receiving payments for 120 days. ********** can be reached at ************** for any questions or to schedule payments.
   
  Affirm has not received direct contact from **************** on this concern, however, we did receive FCRA disputes on March 24, 2022, February 11th, November 18th, and November 25th, 2023 and after the investigation, we found the loan was reporting accurately in each dispute. 
   
  Affirm furnishes consumer loan history to Experian on a regular basis.
   
  If **************** would like immediate repayment confirmation, please let us know and we would be happy to provide a loan verification document.
   
  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 his request regarding her credit reporting for loan X7FD-LDP0.
   
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:11/16/2023

  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 was looking to book an Air B&B with Vrbo on August 9,2023. Using Affirm to finance the booking. I found a property, started the process but did not complete the process and did not authorize the completion of the process. Somehow the system completed my application without my approval. When I notice this, I cancelled this transaction immediately. I then contacted the hosted of the property and talked to the host and he cancelled the reservation immediately. The host also sent me a cancellation email. I explain the entire situation with Affirm about what there system did and that I didn't complete the application and definitely did not summit or except the agreement of an application. They agreed to look into the situation and they did. They informed me on what I needed to do and I did. I completed there disputed information and email Affirm the cancellation email from the host of the property. Just to mention, I did book another different property but cancelled that property also. Affirm cancelled that property with no problem. This situation has been on going since August 2023 until the present time. I've called Affirm on a number of occasions and talked with different representatives since August 2023 with no resolution to a booking that I did not book nor complete an application that I did not complete or except. Affirm is trying to make me responsible for these charges and requiring me to make payments for something I didn't book.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which states he canceled his reservation with VRBO immediately and the loan should be canceled. 
   
  Affirm's records indicate that loan EMND-B44T was processed on August 11, 2023, for a purchase with the merchant, VRBO, in the amount of $1,510.25. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $139.93 due on the 11th of each month. Please note, as of December 1, 2023, this loan is currently overdue for $419.79 and the next payment due is for $139.93 on December 11, 2023. 
  
  **************** contacted Affirm on September 8, 2023 by phone to explain that he had canceled the reservation immediately with VRBO and they had canceled it on their end. He stated the loan was still active and he wanted it canceled. The Affirm agent advised that the request would be escalated to the appropriate team, and he would hear back within 3-5 business days. 
  
  Affirm apologizes for the delay in responses as we requested for evidence to be sent in on October 6, 2023. We did not receive a response from this request. On November 10, ****, Affirm requested that you reach out to the merchant for any refunds that were expected. We also advised that if the merchant was not working within their refund policies o please send in any evidence to support this claim and we would review for a potential dispute. 
  
  **************** replied with further details btu Affirm did not receive any evidence on the actual concern. On November 12, 2023, we advised that we saw a partial refund had been applied on September 2, 2023 for $309.00. With a partial refund, depending on the amount of the partial refund and how many payments are left in his payment schedule, **************** may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust every monthly payment based on the new loan balance after a partial refund is made. He can review the details of your refund by signing in to your Affirm account at ************************/account. 
  
  We advised him again that day that if he was expecting further refunds to please provide proof. Affirm, to date, has not received evidence to support his claim. On December 1, 2023, Affirm reached out to him through our secure messenger asking once more for evidence to see if we can further help. We kindly ask hilton reply with his proof of cancellation and proof of refund, with the items listed. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20882515
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  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 recently purchased 2 items on Amazon using Affirm and they were approved. Days later the account was locked they said they couldn't confirm my identity but attempted to take my funds after I could not get back into my account. I have been calling for sometime now and it still has not been corrected even after they confirmed it was their technical issue.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with accessing her Affirm account.
  
  **********************'s records indicate that ************** has two active loans associated with her account. Loan ********* was processed for $191.03 on October 4, 2023. The repayment terms are 6 installments of $34.63 at an APR of *****% and payment due on the 4th of each month.
  
  Loan JFPJ-HI4O was processed on October 2, 2023, for $226.79. The repayment terms of the loan are 6 installments of $41.11 at an APR of *****% and payment due on the 2nd of each month.
  
  On October 19, 2023, Affirm sent ************** an email informing her that her account had been frozen in an effort to keep it secure. On November 16, 2023, Affirm informed ************** via email that the restrictions can not be removed due to a technical issue.
  
  At this time, ************** will need to contact Affirm directly to submit her payments towards loan 5VFW-0P9W and JFPJ-HI4O. Affirm would like to apologize to ************** for any inconvenience or frustration caused by this matter.
  
  ************** can contact Affirm directly by calling at **************. Affirm agents are available 7 days a week from 7am - 10pm CT.
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20882196
  
  I am rejecting this response because  Affirn has called several times and when I answer the call they hang up. I am not satisfied with this company and their business. I will like to pay Affirm.com without the interest rate moving forward. This was supposed to help me the consumer, but I don't like how this is going. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity in responding to ****************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her concerns regarding access to her account.
  
  On October 19, 2023, Affirm sent ************** an email informing her that her account had been frozen in an effort to keep it secure. On November 16, 2023, Affirm informed ************** via email that the restrictions can not be removed due to a technical issue.
  
  As previously mentioned, ************** will need to contact Affirm directly to submit her payments towards loan 5VFW-0P9W and JFPJ-HI4O. Affirm would like to apologize to ************** for any inconvenience or frustration caused by this matter.
  
  ************** can contact Affirm directly by calling at **************. Affirm agents are available 7 days a week from 7am - 10pm CT.
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:11/16/2023

  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.

  Business decided to collect information, in the object to make money from it. There is no reason you need this information, to make your customer service better......... not even a good excuse to use......Because further down the notice, it states you WILL share(SELL) any and all information gathered with Service providers and contractors(oh boy that one is a very BROAD TERM, amazon drivers are 'contractors'....................) Merchant ********************* partners. ---------------------------Non of them 'improve' costumer relations, only improves your pocket book ----------Business is extremely intrusive about with the practice. Finances, Exact location/movement patterns, collecting external cookies from other sources, demanding access to third party sites These people wont stop collecting information, when requested. Only by state law will they stop......I am shutting my account down with them, and never using them again.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states he does not approve of Affirm collecting his information.  
  
  Affirm's records indicate that loan 6WS8-SCJ0 processed on October 11, 2023 for a purchase with the merchant, Amazon, in the amount of $332.08. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $59.30 due on the 11th of each month. This loan received a full refund of $332.08 on May 16, 2023. **************** was refunded 4 payments of $59.30 each and 1 payment of $115.81 all on May 16, 2023. There are no other loans on file that are active with his Affirm/Amazon account. 
  
  ********************** has not received direct contact on this concern to date separate from the BBB complaint.
  
  Please note that Affirm shares personal information with employees, affiliates, vendors, partners, merchant partners, marketing providers, and third parties as required to offer the Affirm Services. This includes, but is not limited to, processing transactions, maintaining the account, offering, or servicing loans or lines of credit, offering other financial services, responding to court orders and legal investigations, litigation purposes, complying with audits or other investigations, and reporting to credit bureaus.
  
  The California Consumer Privacy Act (""CCPA"") (as amended by the California Privacy Rights Act) provides ********** residents with the right to receive certain disclosures regarding the collection, use, and sharing of ""Personal Information,"" as well as the right to know/access, delete, and limit sharing of Personal Information. 
  
  Per Affirm records, **************** is not a ********** resident and therefore does not qualify under the ***** More information about Affirms Privacy Policy can be found at ****************************************
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20861844
  
  I am rejecting this response because: business is not even acknowledging what i wrote. refusing to acknowledge what I have wrote, and what they have created in their ToU agreement 

  business is lying about being contacted. I have dated proof, in my email inbox about contacting you about the very thing you ignored to acknowledge.

  Nov 30,2023 421pm central. Showing you another photo of the BBB complaint, after you blatant told me you will NOT stop gathering information on me
  November 13, 2023 740am, 742am, 809am

   

  want these emails Carbon Copied to you??????? ***********************

  all of it,  requesting you stop this intrusive gathering of information.

  There is a reason why i shut my account down with you. I DO NOT TRUST YOU
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his concerns privacy policy.
  
  Affirm does not have any records of emails that were sent to *********************** as he claims and would like to confirm that his Affirm account was successfully closed on November 13, 2023, per his request.
  
  As previously stated, Affirm shares personal information with employees, affiliates, vendors, partners, merchant partners, marketing providers, and third parties as required to offer the Affirm Services. This includes, but is not limited to, processing transactions, maintaining the account, offering, or servicing loans or lines of credit, offering other financial services, responding to court orders and legal investigations, litigation purposes, complying with audits or other investigations, and reporting to credit bureaus.
  
  The California Consumer Privacy Act (""CCPA"") (as amended by the California Privacy Rights Act) provides ********** residents with the right to receive certain disclosures regarding the collection, use, and sharing of ""Personal Information,"" as well as the right to know/access, delete, and limit sharing of Personal Information. 
  
  Per Affirm records, **************** is not a ********** resident and therefore does not qualify under the ***** More information about Affirms Privacy Policy can be found at ****************************************
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20861844
  
  I am rejecting this response because:

   

  again...... i have the emails saved...... i legit have PROOF!!!!!!!!! I will HAPPILY forward ALL PROOF via ***********************

   

  thanks for calling me a liar..... while acting like a liar.................. didnt expect anything else, after the first response from you

   

  I do hope you understand, this will be public record after the conclusion of this complaint 

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

• Initial Complaint

  Date:11/16/2023

  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.

  On 9/15/23 I purchased a DIFY *********************** from ********************* through Affirm payment. LOAN- T21Y-8ZZT. The sole purpose of the service and purchase, ******************** was responsible for doing everything for me to get a staffing agency up and running from scratch and the website and advertisement.******************** did not complete the services as described nor did they get staffing and agency up and running for me. ******************** has refused to have any verbal communication with me and they have refused to provide a refund, despite not completing purchased service as described. I requested a refund from ******************** on 10/18/23. ******************** declined refund on 10/19/23.After consulting my bank and legal a representative, I contacted Affirm on 11/13/23 opened a dispute regarding not receiving services as agreed upon. Case ID Number:23963147. I provided over 58 screenshots and documentation of evidence describing how ******************** did not provide the service that was described on their website at the time of purchase, ******************** refusing to provide a service agreement and/or itemized list of fees being charged, ******************** refusing to have any verbal communication with me or answer any questions related to services, and evidence ********************s has not provided any consultation, mentorship, and/or training. I received a email on 11/15/23 from Affirm, closing dispute. I called Affirm several times on 11/15/23 and 11/16/23 to inform Affirm, 1) I provided substantial evidence to Affirm to display I did not purchased a knowledge based course, I purchased a service 2) The ******************** did not have a refund policy when I purchased, nor have the merchant been able to provide a service contact outlining such policy 3) ******************** DID NOT PROVIDE ME SERVICE I purchased. I have provided substantial evidence, I was scammed by Opulent Life ********** would like a full refund.

  

  Business Response

  Date: 11/29/2023

   Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with receiving a refund towards her purchase that was obtained with an Affirm loan. 
  
  Affirm's records indicate that loan T21Y-8ZZT processed for $3,500.00 on September 18, 2023, for a purchase with ********************* The repayment terms of the loan are 12 installments of $342.83 at an APR of *****% and payment due on the 18th of each month. The loan is currently in an overdue status as the payment due on November 18, 2023 is yet to be received. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, cancellation, and order fulfillment are subject to the policies put in place by the merchant. Without specific evidence indicating that a refund is due, or that the merchant is operating outside of their set polices, Affirm is unable to issue a refund. 
  
  On October 13, 2023, Affirm received phone contact from ************** where she expressed concerns with her purchase. Affirm followed up that day via secure message and provided an overview of the dispute process along with requesting documentation for review to determine if a dispute could be opened on ****************** behalf. Affirm received ****************** documentation on November 14, 2023. 
  
  On November 15, 2023, Affirm followed up with ************** and explained that after reviewing the provided documentation a dispute could not be pursued. This was a result of the provided documentation indicating that the purchase was non-refundable. Please note, 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, Affirm would like to inform ************** that her case has been reopened for further review. Affirm will make the determination if a dispute can be opened for the purchase and follow up with ************** accordingly. ************** can expect to receive follow up within her Affirm account in the coming days to provide her with an update on the status of her case. 
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20881792
  
  I am rejecting this response because: I continue to receive automated responses from Affirm, which as recent as 11/29/23 stating it was determined my loan is not eligible to be disputed because ******************** is working within their policy, as the course is non-refundable. I have provide evidence to Affirm on several different occasions and called customer service to explain, I DID NOT BUY A COURSE. ******************** does have courses but I did not purchase that. I purchased a DO IT FOR YOU service plan, which the company did not provide services. The course/training I was suppose get from the organization I did not receive, which was scheduled for November 2023. The company stopped all communication with me in October 2023. I did not receive services from the company and I have provided clear documentation of this several times.  The purchase is fraud and ******************** scammed me using Affirm. Affirm is supporting the scam and fraudulent activity of ********************.

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

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to Ms. ****** BBB rebuttal regarding her concerns with receiving a refund towards her purchase that was obtained with an Affirm loan.
  
  On November 29, 2023, a member of the Affirm ************* Team advised ************** via the Secure Messaging Portal that her ******************** loan (ID ********** was unable to be disputed as it was determined that the merchant was working within their stated policies. Per the merchant's website **********************************************, orders are non-refundable. 
  
   Please note, 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, ************** will remain responsible for the balance of her loan unless the merchant issues a refund towards her loan balance. Affirm encourages ************** to continue working with the merchant directly to determine if any further refunds are due. 
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20881792
  
  I am rejecting this response because: I provided sufficient evidence displaying the business has fraudulent practices and did not provide services paid for. Affirm is citing a refund policy from the business which was not in place during my purchase, which I also provided evidence of. I will seek legal action against the business but I also hope legal action is taken against Affirm in the future. Affirm has a long standing pattern of supporting fraudulent businesses for financial gain and not doing necessary vetting of merchants. Affirm only care about if they are able to gain financial gain from the purchase regarding if merchants are scam artists. I hope a class action is filed against Affirm for their practices. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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 completed my payment plan for concert tickets through Affirm.com. In September 2023. I received an email confirming I had finished but no information regarding the tickets. I was never provided the tickets or any information on how to get them.

  

  Business Response

  Date: 11/29/2023

  Thank you for the opportunity to respond to ************************ BBB complaint, which states his concern involving a product he did not receive. 
  
  Affirm records indicate that ************************ ********************** loan (ID ********** was processed on October 7, 2023 in the amount of $754.75 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $72.42 on the 7th of each month. ******************** paid the loan off in full on September 9, 2023. 
  
  On October 30, 2023, ******************** contacted Affirm via the Affirm *********** to report that he had not received the tickets associated with his loan. On October 31, 2023, ******************** was advised via the Secure Messaging Portal that his loan was outside of the 60 day dispute window and as a result, no longer eligible for an official dispute. Between October 31, 2023 and November 13, 2023, the Affirm Resolutions Team requested information from ******************** via Affirms Secure Messaging Portal in order to investigate his claim further as a courtesy. No evidence was provided by ******************** to support his claim. 
  
  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, ******************** may reply directly to the Secure Message sent in case ID ******** to provide documentation related to his missing order  for his claim to be reviewed further. ******************** 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 **********************************************************;
  
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20881272
  
  I am rejecting this response because: its clear an account was never arranged for me and I have no order history through the ********************. Affirm never provided a way for me to get access to the tickets I purchased. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to ********************** BBB rebuttal regarding the order associated with his Affirm loan.
  
  Please note that Affirm is simply the financier of a purchase, and all order fulfillment is subject to the policies of the merchant. 
  
  ******************** is encouraged to reply directly to the Secure Message sent in case ID ******** to provide documentation related to his missing order for his claim to be reviewed further. ******************** 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:11/16/2023

  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.

  Someone breeched my account with **********************. I was promised an investigation and the return of my money within 5 to 10 business days. After 10 days, I was not given my refund and my account can not be accessed, although Affirm is still sending me notices to collect payments on previous accounts, I did authorize. After contacting Affirm again, I was told I need to wait an additional 10 to 20 days for my investigation and refund. It is now past that waiting period and I still do not have my money or my account restored. ********************** continues to contact me to collect money from previous purchases that I can not even see because my account is not restored.

  

  Business Response

  Date: 11/28/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with Affirm loans obtained in her name, without authorization. 
  
  On October 16, 2023, Affirm received contact from ****************** where she reported suspected unauthorized activity within her Affirm account. On October 19, 2023, Affirms Account Safety team followed up with ****************** via email and confirmed that they had determined Affirm loans KHAV-UD38, PC4I-XU2O, and 2DE0-30DW were obtained without Ms. ******** authorization. This communication noted that ****************** would not be held responsible for repayment of the loans, and that if furnished the loans would be removed from Ms. ******** credit report in Affirms next reporting cycle. This email also explained that restrictions had been placed on Ms. ******** Affirm account to prevent further attempts at unauthorized activity and that the account would remain locked until ****************** had completed Affirms secure verification process. The message also noted that payments on auto-pay would not be impacted. 
  
  ****************** contacted Affirm again on October 26, 2023, to inquire about refunds due to her, as the unauthorized loans had down payments submitted in the amounts of $97.70, $90.00, and $90.00. Affirm followed up with Ms. November 16, 2023, and informed her that a refund check for each amount had been mailed to her on November 9, 2023. This email noted that ****************** could expect to receive her refund checks within 30 days of November 9, 2023. 
  
  With regard to Ms. ******** concerns with the account recovery process, Affirm would like to apologize for the delays encountered. On November 28, 2023, Affirm sent ****************** an email containing a secure, single use link where she can submit the required documents to proceed with recovering her Affirm account. This email explains that the submissions are reviewed Monday-Friday, and once submitted, asks that ****************** allow 7 business days for the documents to be reviewed, and if approved, updated. 
  
  Again, Affirm would like to apologize for the delays encountered in Ms. ******** case. If ****************** has not received her refund checks at her mailing address by December 9, 2023, Affirm encourages her to contact us directly. Affirm will also be following up with ****************** regarding the status of her request to recover her Affirm account. 
  
  
  In the event that ****************** has has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20879277
  
  I am rejecting this response because:

  I still do not have my account restored. Checks were mailed out of which I received over 30 days after the incident. I have verified my identity several times and still do not have a restored account. I have called once again and have been told once again that I need to wait another 5 to 10 business for them to look into the matter. I do not believe they will ever restore my account; I feel as if I am being held responsible for someone else's criminal behavior. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to ********************** BBB rebuttal regarding her inability to access her Affirm account. 
  
  ********************** records indicate that ****************** successfully verified her account information via the secure link that was previously sent on November 18, 2023. As a result, her account was marked as eligible for recovery on December 4, 2023. An automated notification was sent to the email address on file for ********************** account to confirm this update. 
  
  ****************** may proceed with accessing her Affirm account as normal by logging into her account online or through the Affirm app.  As previously advised, if ****************** has not received her refund checks at her mailing address by December 9, 2023, Affirm encourages her to contact us directly. 
  
  In the event that ****************** has has any further questions or concerns, she is encouraged to reach out directly via email.
  
  

• Initial Complaint

  Date:11/16/2023

  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.

  On Nov 13 I purchased a resume review service. The company scammed me out of money and did not produce the quality I was I told over the phone. I have been calling and not really getting anywhere. I have filed a dispute and the first time I called I was told to wait and the second time I called the woman on. The phone said she filed the dispute but did not ask me anything information. I had to ask her if she needs information which she replied "oh yeah" . I am feeling very frustrated and not getting any support from the company about this. I provided a lot of evidence where the company ignored me, didn't provide me files I could open and the poor quality of the products I received. I also submitted the contract which says at the end of the service if I am not satisfied I can get a refund.

  

  Business Response

  Date: 11/30/2023

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed her complaint, which states her issue with not receiving her resume to the standard expected. 
  
  Affirm's records indicate that loan Q292-WKKJ processed on November 14, 2023 for a purchase with the merchant, www.brandedresumes.com, in the amount of $349.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $63.61 due on the 14th of each month. 
  She first contacted Affirm by phone on November 14, 2023, explaining that she did not authorize the loan. The Affirm agent she spoke with advised she could complete the Affirm webform for unauthorized activity and, after the call, sent the link to the form as well via email. 
  
  On November 15, 2023, she contacted Affirm through the *********** looking for an update on her dispute. Additionally, between November 15th and November 16th, 2023 she sent more details of the concern and evidence. 
  
  Affirm contacted her and the merchant on November 16, 2023, to ask for any additional evidence to be sent in and that a dispute was officially opened that same day. 
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. Affirm will be in direct contact with her with next steps or the resolution once the dispute has been fully investigated. 
  
   In the event that she has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:11/15/2023

  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.

  My name is ************************* and they have me down as ******* and on the app my phone number doesn't match my last for numbers of my social security number.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to ********************** BBB complaint which states concerns with her Affirm account and another persons account.
  
  Unfortunately, the account details regarding the other persons account can not be disclosed as ******************** is not the account holder. 
  
  At this time, ******************** is advised to call in at ************ for further assistance. ******** care representatives are available to take her call between the hours of 7 am and 10 pm CST seven days a week.
  
  In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm  directly via email by emailing ***************************************