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:02/22/2023

  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.

  I attempted to purchase a flight through Affirm by way of Expedia Flights on October 6, 2022. The first attempt provided an error message stating, "we apologize an error has occurred please try again". The second attempt went through, but I had to pay 50% of the flight purchase. I proceeded with the purchase and paid $346.00. The agreement was to pay the remaining balance of $346.00 in three installments. Once I returned from my trip on October 11, 2022, I could see that Affirm charged me for the "error message flight" and the flight that demanded a 50% deposit. I called them immediately to get this resolved and was told after 21 days it would automatically fall off. On the 22nd day, I contacted Affirm again because it did fall off. Then I was told I need to send Affirm an email to open up an investigation along with any evidence that the Affirm card was not charged. I provided them with that information and was told they had up to 90 days to resolve the issue. It has been 90+ days and the issue has not been resolved by Affirm. They have not communicated any information to me pertaining to this dispute, nor have they provided me with an update. I keep getting these harassing phone calls about the past due amount. I have paid off the balance for the correct Expedia flight purchase as agreed. After making me wait 90+ days a representative shared with me the account is getting ready to be charged off. I feel the waiting game was a bit deceitful. I tried to get this rectified immediately after it happened, only to be stalled out for a charge-off. INCORRECT INFORMATION - *** CHARGED $680.00 Expedia Itinerary Number: ************** Loan ID XW7N-J9VY in the amount of $680 Correct Itinerary # ************** The card ending in **** *** $675.94 is accurate and was Paid In Full.I will send the documentation I provided to Affirm. Should you have any questions, please feel free to contact me. Thank you in advance for assisting me in getting this issue resolved.

  

  Business Response

  Date: 03/09/2023

   Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with issues encountered with her purchase, resulting in duplicated Affirm loans. 
  
  Affirm's records indicate that loan S7C7-SZ37 proceeded on October 11, 2022, for $676.00, for a purchase with Expedia Flights. The agreed upon repayment terms of the loan were 3 installments of $115.54 at an APR of *****% and payment due on the 11th of each month. The loan required a down payment amount of $346.00 that was submitted on October 6, 2022. All payments were received on time, and the loan reflects in ****************** Affirm account as paid in full. 
  
  Loan XW7N-J9VY processed on October 11, 2022, for $680.00, for a purchase with Expedia Flights. The repayment terms of the loan were 6 installments of $123.46 at an APR of *****% and payment due on the 11th of each month. 
  
  On November 1, 2022, Affirm received contact from ************** where she explained that the order associated with loan XW7N-J9VY was unsuccessful and was due a refund. ************** provided documentation for Affirm's review in this contact. Affirm followed up the same day and informed ************** that the case was being forwarded for review. 
  
  On February 2, 2023, Affirm sent another message to ************** explaining that while the loan was outside of Affirm's 60 day dispute window, she could send any relevant documentation she may have for Affirm's review. Affirm would like to apologize for this oversight as ************** had already provided satisfactory documentation in her initial contact with Affirm. 
  
  Upon the receipt of this complaint ****************** case was reviewed by Affirm's resolutions team. On March 7, 2023, ************* was sent a message informing her that after further review, Affirm has proceeded with issuing a full refund towards loan XW7N-J9VY and confirming she is no longer responsible for repayment of the loan. This communication also noted that Affirm has taken steps to ensure that ****************** credit reporting is not negatively impacted by this situation and asks that ************** allow a minimum of 30 days for this to reflect on her Experian Credit Report. 
  
  Affirm would like to apologize to ************** for the delays encountered in this process. In the event that ************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 03/16/2023

  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:02/22/2023

  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 used affirm for travel in 2019, and paid it off in full. I didnt receive any emails or letters regarding the payed off debt or anything suggesting money was still owed.Today I received a debt notice from ***************** stating that I owed affirm $509.11, referencing account number YIFW-TMWX My debt had already been payed and Ive received no communication regarding it since 2019.

  

  Business Response

  Date: 03/09/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with the charged off status of her Affirm loan.
  
  Affirm's records indicate that loan Priceline loan YIFW-TMWX processed on April 20, *****, for $1, 975.56. The loan required a down payment amount of $1,275.56 that was submitted on April 18, 2019. Prior to completing processing. the loan was issued a refund of $137.10 on April 20, 2019. The agreed upon repayment terms of the loan are 12 installments of $67.72 at an APR of *****% and payment due the 22nd of each month. Affirm received payment of $68.00 on June 24, 2019. A second payment for $67.44 was submitted on July 8, 2019. 
  
  On November 20, 2019, the loan entered a charged off status after having an overdue balance for more than 120 days, as there were no additional payments received.  Affirm sent a number of loan payment reminders to ************** in the month leading up to the charge off. On November 4, 2019, Affirm sent ************** SMS and Email notifications informing her that the loan was approaching charge off. On November 20, 2019, Affirm sent SMS and email notifications confirming that the loan had been charged off. These communications noted that Affirm would no longer contact ************** and that her loan may be referred to a third-party collection agency.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  On December 22, 2022, An informational update notification was sent to ************** informing her that loan YIFW-TMWX has been acquired by ******************************. Please note, this notification was not an attempt to collect a debt and is for informational purposes only. 
  
  If ************** wishes to submit payment for the loans remaining balance of $509.11, she will need to contact ****************************** at **************. 
  
  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 ****************** request to remove credit reporting for loan YIFW-TMWX.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/22/2023

  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.

  Someone has opened an account in my name. Im not even sure if they use the previous last name or this last name. But I have been calling for months to try to get this resolved and Im repeatedly told I will get a call back or email and it doesnt happen. I am trying to get this account closed, but they will not give me any information on it. Im concerned about fraud and ** getting nowhere by calling your fraud report number.

  

  Business Response

  Date: 03/09/2023

  Thank you for the opportunity to respond to **************************** BBB complaint. Affirm has reviewed the complaint, which states **************************** concerns that an Affirm account was opened in her name, without authorization.  
  
  Affirm's records indicate that **************************** Affirm account was created on On November 2, 2017. Affirm received phone contact from ************************ on November 22, 2022, where she advised that she was unsure that the account had been created by her and expressed concerns that the account was unauthorized. Based on this, the Affirm agent that spoke with ************************ proceeded with creating a case for review, and forwarding it to the appropriate team. The Affirm agent was unable to provide account specific details while on the call as ************************ was unable to fully authenticate the account. Affirm apologizes for any frustration caused by this. 
  
  On January 12, 2023, an email was sent to ************************ advising her that Affirm had investigated the matter on her behalf. This communication noted that restrictions had been placed on the Affirm account to prevent it from obtaining Affirm loans. This email also confirmed that there had been no loans obtained under the account, and there would be no impact to **************************** credit report. 
  
  Upon the receipt of this complaint and in reviewing the email address included with **************************** BBB complaint, Affirm believes there may have been a typo from the agent that spoke with ************************ on November 28, 2022,when collecting **************************** email address, preventing her from receiving the email sent on January 12, 2023. 
  
  Affirm would again like to confirm that restrictions have been placed on the account to prevent any loans from being obtained. There were no loans obtained on the account prior to **************************** contact. As there have been no loans obtained under the account, ************************ will no see any negative impact to her credit report. 
  
  Affirm hopes that this information is helpful. In the event that ************************ has any further questions, we encourage them to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/22/2023

  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 am not liable for this debt with afirm and do not have a contract with affirm. They do not provide me with the orginial application like I asked.

  

  Business Response

  Date: 03/09/2023

  Thank you for the opportunity to respond to ************************ BBB complaint which states her concerns with the credit reporting in relation to a loan which she claims is unauthorized.
  
  Affirm records indicate that ************************ loan YWOO-C4PR with *************************, processed on October 11, 2022 for $690.63, for 6 monthly payments of $125.02 with a *****% APR.  The loan received a payment of $125.02 on November 18, 2022. On March 7 and 8th, 2023, ******************** made three payments: $125.00, $1.02, and $249.04. These payments satisfied the amounts previously overdue on December 11, 2022, January 11, 2023 and February 11, 2023. Her next due date is March 11, 2023.
  
   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.
  
  The loan agreement terms and details such as furnishing were stated and agreed upon electronically by ******************** upon purchasing her order through the Affirm loan. As stated in Affirm's Terms of Service, which you agreed to upon account creation on November 17, 2021 and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  Affirm received a dispute via E-***** claiming the loan was being reported inaccurately on February 10, 2023. The investigation concluded on February 21, 2023 and Affirm found that the loan was being reported accurately.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 your loan, YWOO-C4PR. 
  
  For your convenience, we have attached a copy of both Truth in Lending Agreements and Loan Verification Letters to this response. Together these documents validate the debt owed and the outstanding amount due.
  
  Affirm's records indicate that ******************** has not reached out to them directly regarding unauthorized activity prior to this complaint.  If ******************** believes the account is unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her  input and information. To do so, she may follow the steps outlined on link: ************************************************************************************;
  
  In the event that ******************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19447307
  
  I am rejecting this response because: I have reached out to Affirm about the unauthorized charge and attempted to get a refund by filling out online document 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond to ************************ BBB rebuttal complaint which states her concerns with the credit reporting in relation to a loan which she claims is unauthorized.
  
  We have reviewed ************************ account again and we see she has not reached out to us directly regarding unauthorized activity prior to this complaint. We apologize if she states she had filled out a form and a request has not been opened. Affirm can see a merchant dispute request was submitted and the loan is outside of the 60 days time frame and therefore cannot be disputed. However, we did request on March 10, 2023 that if ******************** can submit any evidence to substantiate her claim we will still look into the request as a courtesy. We kindly ask her to review the requested documentation one more time and submit it to Affirm so we may assist further. 
  
  Please note that the loan is not under a disputed status and any payments due, still remain her responsibility. If any refunds are due, any payments made to the loan will be returned to the original form of payment within 3-5 business days, less any accrued interest. 
  
  In the the meantime Affirm has requested that her unauthorized activity claim be looked at further and a request has been sent to the appropriate team. ******************** should have received an Affirm Affidavit on March 14, 2023 with instructions on what our Account Safety Team is needing to complete her investigation. This process can take up to 30 days once we receive her completed Affidavit and any substantial evidence to support her claim. 
  
  Please note that loan, YWOO-C4PR with ************************* currently reflects and overdue status of $125.02 as of March 14, 2023. Affirm encourages all customers to make payments on or before the scheduled due date. ******************** wont incur any late fees, but late payments may impact her ability to take out future loans with Affirm. If her payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  In the event that ******************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19447307
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/22/2023

  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.

  Its so many things wrong with this company honestly I think the people who works for the company are the scammers. I received an e-mail stating that my order from Amazon has been delivered and out for delivery the first time I thought it was just the wrong e-mail then I received another one so I figured let me call because I never filled out an application they asked me for my information and all of my information was correct but they asked me to verify so I think they put the information in as I was telling them I called multiple times to tell them it wasnt me each time I received another option or resolution without resolve so I called back because now the order says Im the email its being processed by Amazon I called Amazon and told them the exact same thing they did verify that the name and address this is being shipped to does not match up to me so they flagged the account and sent it to the fraud department. Got back in touch with Affirm and this guy finally says their fraud department will get back to me through e-mail so I checked my email and I received an letter saying my application for affirm has been denied I am so confused how do I have an loan with you based on a credit score who told you to run my credit? The email stated that my application was denied so how do I have an loan with you all? Theses people are the real scammers they dont speak clear English on top of that Im getting a lawyer and going after the company. Im for sure they are the fraudulent ones and if I received an email stating I was denied which I never applied AGAIN. Why didnt I receive an approval letter as well?

  

  Business Response

  Date: 03/09/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states her unauthorized loans and the ***************************. 
  
  Affirms records indicate that **************** reached out to them on February 21, 2023 stating that loans XSVW-O8RA  and BEPV-5UKH were unauthorized. On February 27, 2023, the  team completed their review and found that she was not responsible for the 2 loans in question. The team also advised her that the loan(s) would be removed from her credit report in their next reporting cycle which usually take ***** days, but in some circumstances may take longer.  Her account was also restricted for her protection. 
  
  Affirm would like to thank **************** for her patience with this matter. In the event that she has any further questions or concerns, Affirm encourages her to reach out directly via email.

• Initial Complaint

  Date:02/22/2023

  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.

  Inaccurate reporting to credit companies. In October 2022 I tested positive for Covid along with all 6 of my other family members. I didnt fully recover and return to work until thanksgiving week. Once I returned to work I then got the flu. Once I recovered from this I began making payments and have paid off multiple accounts. Affirm however has inaccurately reported loans in bad standing. I now have 2 loans remaining with them because all other loans are paid in full accept one that they charged off, still Ill be paying it as well.

  

  Business Response

  Date: 03/09/2023

  Thank you for the opportunity to respond to ******************** BBB complaint which states her concerns with credit reporting in relation to loans LA2T-UUG6, C10K-9G0B, 49XC-JTOJ, 6E20-1G1K and YKK5-8JQ2.
  Affirm's records indicate that loan LA2T-UUG6 was processed on December 22, 2021 for $633.80 with a *****% APR to be paid over 12 monthly installments of $61.78. The loan received 9 timely payments from January 17, 2022- September 22, 2022. The loan then did not receive any payments until January 24, 2023 which resulted in the loan being over 60 days delinquent and subsequently reported as such.
  
  Loan C10K-9G0B was processed on May 31, 2022 for $350.00 with a *****% APR to be paid over 12 monthly installments of $34.12. The loan received 4 timely payments from July 01, 2022- September 27, 2022. The loan then did not receive any further payments until February 05, 2023 which resulted in the loan being over 60 days delinquent and subsequently reported as such.
  
  Loan 6E20-1G1K was processed on April 28, 2022 for $440.00 with a *****% APR to be paid over 12 monthly installments of $42.89. The loan received 5 timely payments from May 21, 2022- September 22, 2022. The loan then did not receive any further payments until February 05, 2023 which resulted in the loan being over 60 days delinquent and subsequently reported as such.
  
  Loan YKK5-8JQ2 was processed on June 14, 2022 for $173.47 with a *****% APR to be paid over 12 monthly installments of $16.91. The loan received 3 timely payments from July 04, 2022- September 14, 2022. The loan then did not receive any further payments until January 25, 2023 which resulted in the loan being over 60 days delinquent and subsequently reported as such.
  
  Loan 49XC-JTOJ was processed on December 16, 2021 for $949.00 with a *****% APR to be paid over 12 monthly installments of $92.51. The loan received 10 timely payments from December 16, 2021- September 16, 2022. The loan then did not receive any further payments until February 05, 2023. The loan was then subsequently charged off on February 14, 2023 for being 120 days overdue. The loan received it's final payment on March 03, 2023 while in collections. 
  
  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 each of her loans, **************** electronically accepted/signed a Truth in Lending Agreement. As stated in her Loan Agreement section 16: "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, she agreed to the section 17: "you 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)".
  
  Affirm received a recent dispute via E-***** claiming the loan was being reported inaccurately on February 28, 2023. The investigation concluded on March 02, 2023 and Affirm found that the loan was being reported accurately.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 ******************** request to delete credit reporting for her loans, LA2T-UUG6, C10K-9G0B, 49XC-JTOJ, 6E20-1G1K and YKK5-8JQ2.
  
  Lastly, Affirm's records indicate that **************** did not reach out regarding any loan modifications or difficulties related to COVID-19 prior to this complaint. 
  
  If **************** is in need of a modification in the future, she may follow this link and apply to see what options are available to her: ***********************************************************.
  
  In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19446609
  
  I am rejecting this response because: The loans are being reported as late. They are NOT being reported as paid off as affirm themselves indicated in this response. So as my original complaint states, they refused to update my report with CURRENT accurate information. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond to ******************** BBB rebuttal complaint which states her concerns with credit reporting in relation to loans LA2T-UUG6, C10K-9G0B, 49XC-JTOJ, 6E20-1G1K and YKK5-8JQ2.
  
  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 each of her loans, **************** electronically accepted/signed a Truth in Lending Agreement. As stated in her Loan Agreement section 16: "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, she agreed to the section 17: "you 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 furnish accurate loan and repayment information 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 ******************** request to delete credit reporting for her loans, LA2T-UUG6, C10K-9G0B, 49XC-JTOJ, 6E20-1G1K and YKK5-8JQ2.
  
  Additionally, dependent on when your payment was made and when we report the information this could take a minimum of ***** days to be reflected on your credit report. Affirm kindly asks **************** to allow this time frame for the credit report to update. 
  
  In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19446609
  
  I am rejecting this response because: I have proof that ALL affirm loans are PAID IN FULL. I demand per my rights as a consumer to have ACCURATE information reported to my credit. If accurate information is not reported as indicated in all the ***** OF PAYOFF documents I have, some included, I have the right to and will **** This is my final attempt to resolve this matter before contacting an attorney. This company is acting again consumers rights for fair credit reporting and a complaint will be filed against them. I do NOT accept any response other than them updating my credit report per the law. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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.

  While there are two companies involved, I took a loan through Affirm.com on a watch purchase. I paid $3006.82 on my credit card on Dec. 30. 2022 and borrowed the rest. The entire purchase went through Affirm. After 30 days, I never received the watch from Watch Rapport, the other company involved. I received a confirmation of receipt from Watch Rapport. When I reached out to Affirm.com regarding my refund and loan cancellation, I started to get the run-around. I send them proof of my cancellation on Feb. 7, 2023 and filed a formal dispute on Feb. 14, 2023. I was told to call back today, Feb. 21, 2023 as there would be a resolution to my case since this would be the 5th business day and it takes 3-5 business days to resolve a dispute. I called and got more of the run-around. I asked for a supervisor who gave me more excuses, said the dispute may drag on and that I would only get my money back if they get theirs back from Watch Rapport. I'm sorry, but I did everything per the company's policies. I didn't choose to back a company like Watch Rapport, they made that choice. What gives them the right to essentially steal my money for a watch I never received, charge me interest and tell me too-bad-so-sad unless they get paid back? Oh, my case got escalated which is clearly word salad to get me off the phone. It's a call center in ***** with people who seem to have the attitude that it's just a job for them. There is no customer service. My ******************** loan ID number is ********* and my dispute number is ********.

  

  Business Response

  Date: 03/08/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed his complaint, which states that he returned his order and is waiting on his refund to his Affirm loan. 
  
  Affirm records indicate that loan TPV7-9A84 was processed on January 3, 2023 for a purchase with the merchant, Watch Rapport, in the amount of $6,056.82. This loan has terms of *****% Annual Percentage Rate (APR) and 36 monthly payments of $105.97.
  
  Affirm heard from ************** on this issue on January 30, 2023 when he sent in a forwarded email showing he had reached out to the merchant on canceling the order. We received the same evidence again on February 7, 2023. Within this communication the merchant does state that the order was canceled and the refund would be processed within 15 business days. The date of the email form the merchant to ************** was dated February 3, 2023. The refund, per the merchants email, would reflect on his account by February 27, 2023. 
  
  On the same day of February 7, 2023 Affirm did reply to ************** to let him know what to expect once a refund was processed to his loan. We did advise him that the email reflected that this refund would take up to 15 business days and to reach out if he did not see the refund after that time had passed. 
  
  On February 25, 2023 we sent a request for information to both ************** and the merchant. Please note that in reviewing our communication to ************** at the time we advised expectations on what will happen if a dispute is opened however we had not advised yet that it was in a disputed status. In order to open a dispute Affirm needs certain pieces of documentation in order to proceed. We also had advised once again that due to the merchant stating the timeframe of the refund, we want to allow the merchant that timeframe to process it as promised. ************** replied and was not satisfied with this answer and a dispute was opened that day on February 25, 2023. 
  
  When a dispute is opened Affirm allows the merchant and the customer 15 days to submit their evidence. In **************** specific dispute case, his evidence collection date is March 12, 2023. We understand that he is not satisfied with the overall process however Affirm has been consistent on the expectations set and the timelines provided. 
  
  At this time we need to allow for ************** and the merchant have the time to submit any and all evidence they believe is helpful to the claim. As soon as the evidence collection time frame has arrived we will review all evidence from both parties and reach out to both parties with our adjudication. 
  
  Please note that while a loan is in dispute, any outstanding or overdue payments will appear as overdue in the Affirm account, however, these loans are reported as 'in dispute' to Experian. As a result, outstanding payments are not reported negatively, but the status of the loan may prevent ************** from obtaining additional financing through Affirm while a dispute is active.
  
  We want to ask him for his continued patience while we work on his claim. 
  
  In the event that ************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/21/2023

  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 just received the agreement from Affirm. This was repeatedly requested in a timely fashion. This breach of the sites own written policy could impact other consumers who rely on websites and creditors to abide by their own representations. This is not within your one year window but will unfairly and adversely impact my credit for seven years. I entered into an agreement with Angis List for a licensed plumber. Because I wanted to insure that the job was done correctly I chose that I would pay in three payments. The **** agreement specifically stated that three or fewer payments were not reported to a credit bureau.When the person showed up he looked at the job & refused it as it needed to be done by a licensed plumber. He didnt attempt the repair. I received a partial refund after I made an immediate written complaint to ****. I disputed the debt with Affirm but paid the entire amount immediately so as to not adversely impact my credit. Affirm failed to notate the dispute, the actual balance and the payments. Affirm has their credit reporting policy on their website. It states it DOES NOT report agreements with three or less payments and 0% interest. There is no qualification of that policy. Before entering into this agreement I looked on their site and called Affirm. I was told that this would not be reported. The policy is still there. I received a notice from Experian that this was considered a consumer finance account and that it adversely affected my credit. I called Affirm and was told that it would be removed but a month later after it wasnt removed I called and spoke to a very fresh young lady who laughed and said we can do what we want . I believe that there is a financial incentive for Affirm to report these accounts to Experian. I believe that it is a misrepresentation for Affirm to publicize a policy on its own website and then violate it at will. I ask that this be resolved for my benefit and for the benefit of others similarly situated.

  

  Business Response

  Date: 03/08/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed her complaint, which states that she did not agree or see that her loan would be furnished to the credit bureaus. loan. 
  
  Affirm records indicate that loan 7A5B-E4QN was processed on December 27, 2021 for a purchase with the merchant, HomeAdvisor, in the amount of $284.99. This loan has terms of ****% Annual Percentage Rate (APR) and 3 monthly payments of $95.00 due on the 27th of each month. The loan shows 3 payments were made to the loan on January 27, February 27 and March 20, 2022. The loan reflects its payment were made in full and on time. 
  
  Affirm received communication from *********************** on January 25, 2022 in regards to the issues with the services not received with Home Advisor. We requested that she please send us further details regarding her claim on January 26, 2022 and we never received a response. 
  
  Later we received an FCRA dispute claiming inaccuracy of the credit reporting on March 31, 2022. After review, we found that the loan was reporting accurately and this claim was denied on April 11, 2022. We addressed ******************** concern directly on April 4, 2022 due to a complaint case being opened. 
  
  For further context, "Pay in 4 (formerly Split Pay) refers to loans where the customer will make a downpayment and 3 payments every 2 weeks for 6 weeks total at 0% interest. "Pay in 4" loans are not reported to the credit bureau. *********************** did not apply for this specific kind of loan, rather she applied for a Buy with Affirm loan and chose the 3 monthly payments. We have included her Truth in Lending Agreement for her reference as this is what she agreed to at the time of her application. 
  
  In accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated.
  
  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 7A5B-E4QN.
  
  In the event that *********************** has any further questions or concerns, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/20/2023

  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 gave me a loan based on the amount I was paying on with my credit card. Then they changed it. They told me the company doesnt accept my credit card. But the same company is being paid to by my credit card that Affirm.com has on file. Now I have to give them all of my banking information in order to pay off the loans. Just to let you know that I gave them all of my bank information. Because they going to charge me with late fees that they caused . I told them I thought they were scamming me. I really do think that they are trying to scam me. Im just a day late. That was due to them not changing my credit card that they have on file.Thank you *******************

  

  Business Response

  Date: 03/06/2023

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding what methods Affirm accepts for payment. 
  
  Affirm records indicate that Mr. ***** reached out on February 20, 2023 and asked why his payment method was not being accepted. The Affirm ******** Care agent informed Mr. ***** that Affirm does not accept credit card payments for certain types of loans. 
  
  Certain product offerings do offer the ability to pay by credit card. For other loans, Affirms acceptable forms of payment are debit card, ACH transfer and check. If a customer is offered the option to add a credit card when accessing their account online, they can use a credit card to pay their installments for that particular loan.
  
  Affirm has always advocated the use of debit card, ACH transfer and check (including personal checks, money orders, MoneyGram, and cashier's checks) to repay Affirm loans. We recently implemented additional card type validations in our payment process to better verify that these payment methods are being used. 
  
  If Affirm detects that a credit card is being used on an ineligible loan, an error will be displayed. When this happens, Affirm asks that customers please try again by using an acceptable form of payment as listed above. Affirm reiterated this information to Mr. ***** in a follow up email sent on March 3, 2023. 
  
  Please also note that Affirm does not charge late fees and Mr. ***** therefore did not incur any fees while he was adding a new payment method. 
  
  In the event that Mr. ***** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:02/20/2023

  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.

  The business has not reported my complete history of paid off loans. I had submitted a complaint once prior, and that resulted in them applying that specific loan. However, they need to report the rest of my loans which are currently paid off. There are several.

  

  Business Response

  Date: 03/07/2023

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding the credit reporting for his loans. 
  
  With Affirm, some purchases may include credit furnishing, others may not. For loans that include furnishing, not every loan is eligible for furnishing. Generally, a customers first loan will be eligible to be furnished, and subsequent loans will only be furnished if they go delinquent, in which case we will furnish the entire history of the loan.
  
  Affirm is not obligated to report every loan, and we are furnishing in accordance with our policy. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as Mr. ****** Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  As a result, Affirm respectfully declines Mr. ****** request to update his credit report. In the event that ************** has any further questions or concerns, we encourage him to reach out directly via email.