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:12/28/2023

  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.

  The company owes me money for their checkout option and no payment has been received. No phone support only email which is not acceptable.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to this BBB complaint. Affirm has reviewed the complaint, which states a merchants concern regarding their payout with Affirm.

  
  This complaint has been escalated directly to the Affirm Merchant Help Team for review and response. Affirm asks that merchants please reach out to our Merchant Help Team directly by emailing [email protected], or by utilizing businesshub.affirm.com with any inquiries or issues being experienced. 

  
  In the event that this merchant has any further questions or concerns, we encourage them to reach out directly via email. 

• Initial Complaint

  Date:12/28/2023

  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.

  I been with affirm for 5 year and I been asking them in a good will if they can remove a late payment from my credit report. I email them at least 3 times and even the ceo and never heard anything back. I missed a payment because of financial issues and now Im on track. Just wanted them to remove that one late payment because I been a loyal customer with them. Wanna delete from my credit .

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to Xxzavian ****** BBB complaint. Affirm has reviewed the complaint, which states their concern with request a goodwill adjustment but being denied for the request. 
  
  Affirm's records indicate that loan VNCV-SA0I was processed on December 27, 2023 for a purchase with the merchant, Redline360, in the amount of $499.64. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $48.71 due on the 27th of each month.
  
  Looking at their Affirm account, this loan became delinquent because they did not satisfy the payment due on August 27, 2023 until October 6,2023 and became more than 30 days overdue.
  
  Affirm received a request for a goodwill adjustment on November 15, 2023, and we followed up with Xxzavian ***** on November 16, 2023. 
  
  Affirm understands they are concerned that their Affirm loan has been reported delinquent to Experian. After reviewing their Affirm account, we see this loan became delinquent as there was a payment more than 30 days overdue. As a result of this investigation, we have determined the information shared to Experian is accurate.
  
  We completely understand when circumstances are out of their control, and they may be late on a payment. However, please understand that Affirm has a regulatory obligation to report accurate information to the credit bureau and can only change reporting when an inaccuracy is identified.
  
  We also received 2 FCRA disputes on November 5th and December 20th, 2023. After investigation, we found the loan to be reporting accurately in each dispute. 
   
  In the event they have any further questions or concerns, we encourage them to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/28/2023

  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 September 25,2023 I used affirm to rent a home for a December vacation the business cancelled my rsvp that same day and issued affirm a refund the same day but affirm still took money from my bank account I waited because I know refunds arent immediately but it was an odd amount but I didnt think much. I waited all the way until October 5th when I decided to open a claim with my back to get my money back since affirm hadnt, my bank returned my money and opened an investigation. On November 2nd the claim was reversed because my bank contacted affirm and they told them I did owe that money so the bank took it back again. I contacted affirm they stated I would get a refund it was a mistake on there end and to wait **** days. I have been waiting and have called multiple times and until this day I get different stories and always a we are so sorry I have escalated this manner to urgen give us 3-7 days and someone will get back to you lies nobody ever calls or emails me I still dont have money money and now I am negative in my bank because they took the money I had to pay my bills. This transaction doesnt even show in my past loans and the amount isnt even the amount of the house so it doesnt add up I need my money that they took for no reason. The company VRBO whom I rented the house through has showed me proof they refunded affirm so I dont know why they took there money and also mine.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed his complaint, which states his concern with his canceled loan that still reflects it is due for payment. 
   
  Affirm's records indicate that loan ARIV-LGRA was confirmed on September 29, 2023 for a purchase with the merchant, VRBO, in the amount of $2,628.70. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $83.05 due on the 29th of each month. A down payment was processed for taking the loans for $1,801.97 on September 24, 2023. This down payment currently reflects a pending chargeback. 
  
  ******************** first contacted Affirm on November 2, 2023, when he called in to explain that the loan needed to be canceled due to the reservation with VRBO being canceled. The Affirm agent that he spoke with advised that they could canceled the loan, and it was canceled the same day. He is no longer responsible for the loan and its payments. 
  
  He contacted Affirm on November 15, 2023, by phone and mentions that he would like the money back for his down payment. The Affirm agent advised to allow 3-5 business days and in the meantime they requested the concern be reviewed. 
  
  ******************** sent in proof on November 29, 2023 that the reservation was canceled. Affirm followed up asking him for further information for a potential dispute. Affirm would like to apologize that this was requested in error. Once a loan has been voided/canceled, it cannot be disputed. 
  
  Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
   
  On December 7, 2023, Affirm reached out to further educate on the chargeback that ******************** was asking about. To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on our records, these funds have not yet been returned to Affirm from ********************** bank. Once his bank finishes its investigation, the funds may be returned to Affirm or back to ********************** payment method depending on their adjudication.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9, 2023 I ordered one over the ear headphones from ****** and ******* order #BWUS00002906. The order was shipped via ***** tracking #************ to a non existent address. This item was financed by Affirm in three installment payments. I have never received this item and have had numerous communications via email or phone between *****, ****** and *******. I have been in contact with Affirm via phone and have advised all of them I havent received my product. Affirm wants me to forward all my email communications. The email and website for Affirm is not working properly so nothing can be forwarded to them.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states she had never received her order from the merchant, and she is frustrated with the dispute process. 
  
  Affirm's records indicate that loan  TC0M-7IT7 was processed on December 8, 2023 for a purchase with the merchant, ****** & ******* [US], in the amount of $312.84. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $109.84 due on the 8th of each month.
  
  She first contacted Affirm on December 19, 2023, through the Affirm ************ On December 20, 2023, we requested that she please send in further details on her concern. On December 27, 2023, Affirm explained that the merchant was responsible for the refund if one was due, and we requested she please provide further information needed to look into a potential dispute. 
  
  ************ explained on December 28th and December 30th, 2023, that she did not have the order and that she had tried to contact the people to whom the order was delivered to, but she had not received a response to date. On December 30, 2023, her request was escalated for further review. 
  
  The same day Affirm reached out to both her and the merchant and asked for specific details in order to dispute the loan. An official dispute was opened the 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. The due date to collect all evidence from both parties is January 14, ****. 
  
  Affirm has requested that the dispute be reviewed as of January 12, **** and if Affirms Resolutions team has any further questions or needs anything further from ************, they will be in direct contact. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/13/2024

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

• Initial Complaint

  Date:12/28/2023

  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 signed up with Affirm on 7/29/2023 for a purchase loan. I began receiving marketing emails to my email account ********************** immediately. I clicked the "Unsubscribe" link at the bottom of these marketing emails and submitted a request to unsubscribe from Affirm marketing emails. This did not work. I tried the "Unsubscribe" link multiple times in multiple Affirm marketing emails, and it still did not work. I finally contacted Affirm directly about the issue on 11/18/2023 and was assured and confirmed by their ****************** that I was removed from the Affirm marketing email list (Case ID *********. However, this was untrue. I was still not removed from their marketing email list and have continued to receive marketing emails since then, with the latest one dated 12/26/2023.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her frustration with continuing to receive marketing emails from Affirm. 
  
  She first contacted Affirm on December 27, 2023, and explained through our Affirm *********** that she keeps getting emails for marketing offers from affirm and wants to be removed but cannot get it to work. Affirm responded to her on December 28, 2023, and provided a breakdown of the steps she would need to take to stop the emails and unsubscribe. She replied and stated that it was not working and when she tried to unsubscribe it told her that her email does not exist. Affirm apologizes for the inconvenience this has caused. 
  
  We have reviewed her request and we have gone ahead and unsubscribed her from the marketing emails as of January 12, ****. We show it reflected success on our end so we kindly ask her that if they continue to come through after January 12, ***** to please reach out once more so we can look deeper into the issue. 
  
  She will still receive notifications on payments due, account alerts, and any other details pertaining specifically to her account. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/12/2024

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

• Initial Complaint

  Date:12/28/2023

  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.

  Hello,I purchased a Xiaomi Mi Fold 3 (Foldable Phone) from PDAPlaza on Aug 19th.I paid CDN ****** as down payment via PayPal and the rest supposed to be financed through Affirm in 12 equal monthly installment of CDN ****** On Sep 3rd DHL announce that the phone has been delivered but i didn't receive any package.On Sep 4th DHL sent the proof of delivery which was the photo of the my package left in front of a door which is not my house.PDAPlaza confirmed that his is the house No. **** *********** but my address which was supposed to be on package is **** ************After weeks of investigation, DHL sent an official email and announce that the package has been lost, I informed several times by email and by phone that Affirm is deducting monthly installments from my account but PDAPlaza didn't take any actions bringing up the excuse that DHL investigation takes 15 business days.Finally I lost my trust in PDAPlaza and took action with PayPal and started a case and provided all of the proof and PayPal refunded my CDN ****** . Meanwhile, PDAPlaza keeps threatening me that If I do not close my case with PayPal they will send my case to back office (not sure what that means???). I couldn't close my case with PayPal because if I did, there was a possibility that PayPal assumes my case has been settled with PDAPlaza or I received the phone and that's why I closed the case.No its been months and months that I've been trying to reach out to them but they told Affirm that I've received the phone and its been delivered and now Affirm wants to charge me the full amount for a phone I never received. Affirm tells me that I need to settle this case with PDAPlaza and PDAPlaza tells me Affirm has closed the case and there's nothing they can do.As you can see in the emails (attached) PDAPlaza promised me a full refund several times. But They never provided me with that refund.Please help!

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan he disputed with a merchant.
  
  Affirm's records indicate that on August 27, 2023, ******************** obtained loan PYXU-ZXGI for a purchase with the merchant, PDA Plaza for a purchase in the amount of $2,220.45. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $213.29.
  
  On October 24, 2023, ******************** contacted Affirm indicating he did not receive his item from the merchant and requested for the loan to be refunded. On October 25, 2023, Affirm sent ******************** an email an email advising that an official dispute was opened on his behalf with the merchant. Affirm sent emails to both ******************** and the merchant for more information confirming if any refunds were owed.
  
  ******************** replied to this email providing documentation showing he attempted to rectify this issue with the merchant directly. On October 27, 2023, the merchant sent Affirm an email providing tracking confirmation and advised there were no refunds owed towards the loan.
  
  On December 11, 2023, Affirm sent ******************** an email advising that the dispute was closed and that he was still responsible for the loan. 
  
  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. Affirm can only apply refunds towards loans once confirmed by a merchant. We ask for ******************** to contact PDA Plaza and DHL directly with regards to any refunds that *** be owed to him.
  
  We apologize for any frustration this situation *** have caused for ********************. In the event that he has any further questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21063331
  
  I am rejecting this response because:

  Hello,

  You

  Affirm closed the case subjectively without any reviewing my documents provided as proof.

  My evidence and documents are solid proof that I've never received the package subject of this purchase and DHL email clearly provides sufficient proof that this package has been lost yet PDAPlaza is not cooperating and is charging me for something I've never recieved.

  Recently, I was informed by DHL that PDAPlaza has declared the value of this phone as USD ****** when Affirm and PDAPlaza are aware that I've paid more then CDN2,200 for this phone.

   

  Please note that even if DHL was to reimburse me, they will reimburse USD ****** which is the value declared by PDAplaza.

  As you can see, PDAPlaza has understated the value of my purchase probably to evade customs and taxes.

  Please note how dishonest this business is! Please tell my why I should be the victim of this ordeal and pay for something I've never received when affirm has all evidence to get their money back from PDAPlaza????

  
  Sincerely,
  Ray
  *****************************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity in responding to ************************ BBB rebuttal complaint. Affirm has reviewed his complaint which states his request of a refund towards loan PYXU-ZXGI by the merchant, PDA Plaza.
  
  As previously stated, Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm can only apply refunds towards loans once confirmed by a merchant. 
  
  We ask for ******************** to contact PDA Plaza and DHL directly with regards to any refunds that *** be owed to him. Affirm has yet to receive any confirmation by ******************** or PDA Plaza that the loan is owed any refunds.
  
  In the event that ******************** has any further questions, we ask for him to contact Affirm directly via email.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21063331
  
  I am rejecting this response because:

   

  I've been contacting PDAPLAZA by phone and email for more than a month now and asked them to provide me with information and contact details of the shipper and also into why the value has been declared USD ****** instead of CDN ******** but I haven't received any response.

   

  Evidence of my contact and emails are available.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/27/2023

  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.

  Acct Name: ********************** *** Amount:$193 Date Opened: 10/2/2023 Acct#SJZXUEXX Please DELETE the fraud Account from my credit Report does not relate to any transactions that I have made.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC ****b(1) the credit bureaus dont have no written permission According to 15 USC **** have the right to privacy According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .(B) Reporting information after notice and confirmation of errors According to 15 USC **** I have the right to privacy According to 15 USC ****s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.(B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. The credit bureaus have no respect for the laws.Someone needs to hold them accountable for this.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm has reviewed Mr. ************ complaint, which states his concern that his Affirm loan has been reported to the credit bureaus inaccurately and without his authorization.
  
  Affirm records indicate that Mr. ************ ****** Uniform loan (ID ********** was processed on October 2, 2023 in the amount of $228.44 with *****% APR. The agreed-upon repayment terms were for 3 monthly installment payments of $64.39 beginning on November 2, 2023. A down payment of $45.69 was submitted on September 29, 2023. Mr. made two payments towards the loan to settle the remaining balance: $128.78 on December 6, 2023 and $64.387 on December 13, 2023. The initial loan payment was due on November 2, 2023 and not settled until December 6, 2023. As a result, the loan payment was more than 30 days overdue.
  
  Please note, per the signed Truth in Lending disclosure, Affirm is authorized to report information about Mr. ************ loan to the credit bureaus. This document has been attached for Mr. ************ convenience.
  
  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 respectfully decline Mr. ************ request to remove reporting for loan SJZX-UED3.
  
  In the event Mr. ************ has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:12/27/2023

  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.

  I was looking at my account on Dec. 26, 2023 and going over my active loans when I receive a AFFIRM call to authorize a new purchase. I had let it slide on maybe ?? 2-3 occasionals, but this time I wasn't trying to buy anything just "window shopping" online. I called the company and asked why it was doing that. I was advised for "security fraud" and I told them oh I shouldn't have that on my account anymore but once did. They advised it was still there and that I needed to call EXPERIAN to remove. I literally logged into my account and saw nothing was there and ask the representative to look over it. She claims she refreshed and it was still there. I verified my account multiple times within one day at least 5x. Still we can't take it off til you contact them. I contacted and it automatically said no alerts and did I want to add; I declined. Call AFFIRM back and spoke to a female and said I would call every day til my account was fixed. She advised no need it was being handled give 5 business days. I got an email today Dec. 27,2023 saying my account needs to be recovered and to send my I.D. I called and asked what's the problem and they claimed unauthorized activities. I asked what they were they claim we can't disclose. That makes no sense then claim my account was locked. I literally was in my account and looking at my information. I verified my account yet again to be ******** by this company representative. I believe this is in "house shenanigans". Because you don't want to do your job or can't handle customers. You PURPOSELY FLAG ACCOUNTS to make it more difficult for the clients. I'm not jumping threw hoops I told them I would be filing a complaint. Nothing was wrong with my account til after engaging in conversations with incompetent representatives. Yes, I'm ****** off and this situation could have been easily fixed. Stop hiring these representatives that don't have thick skin/trying to be vindictive. Isn't playing with someone personally information fraud!

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her concern regarding the status of her Affirm account.
  
  ********************** records indicate that ************ contacted Affirm on December 26, 2023 to request that the extended fraud alert associated with her account be removed. The responding Affirm agent advised ************ that she would need to contact the credit bureaus directly in order to ensure that there was no fraud alert associated with her account. Mz. **** then advised the agent that she had previously removed this alert and was not purchasing anything at the time she received a call. Please note, if a customer attempts to check their purchasing power with Affirm online or through the app, this will trigger the extended fraud alert procedure if an alert is in place.
  
  If ************ continues to receive notifications regarding an extended fraud alert associated with her credit report, she is encouraged to contact the credit agencies directly for additional insight and assistance in removing this designation from her account, if desired.
  
  ************ called Affirm a second time to request an update in removing the extended fraud alert from her account on December 26, 2023. During this call, she requested that the "fraud be removed" from her account. As a result, the responding agent flagged **************** account as experiencing fraudulent activity. ************ was then sent an email to proceed with recovering access to her account following possible unauthorized activity. Affirm would like to apologize for any inconvenience that this miscommunication may have caused.
  
  On January 11, ****, Affirm was able to remove the unauthorized activity designation from ************' account. ************ is now able to log into her account as normal.
  
  If ************ continues to experience any issues during the application process, Affirm encourages her to reach out directly through ****************************************************.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21062908
  
  I am rejecting this response because: YOUR REPRESENTATIVES ARE NOT PROPERLY TRAINED NOR PROFESSIONAL IN HOW TO HANDLE YOUR CLIENTS!!!! I called Affirm initially because you all had an alert on my account!!!! No other companies had an alert since NOVEMBER 2023, when it was removed from my CREDIT REPORTS!!!! YOUR COMPANY PULLS FROM EXPERIAN!!!! I expressed my concerns and said nothing was on EXPERIAN, even signed in to my EXPERIAN account, which had no statements presented. I asked the representative to reach out to EXPERIAN and got a clear no then claimed she refreshed and had an updated report, which was a LIE!!! She couldn't even verify the same information I read off to her that I didn't have to give. I was told to contact EXPERIAN I did and the account stated no fraud alerts. YOUR REPRESENTATIVES PUT ME THROUGH THE WRINGER ABOUT MY ACCOUNT AFTER I VERIFIED IT ON THE ***** WHICH IT MATCHED ALL THE INFORMATION. DIDN'T WANT TO HELP ME BY REACHING OUT TO EXPERIENCE OR PULLING ANOTHER CREDIT REPORT TO SEE THERE WAS NO STATEMENT. THEN LIED AND COULDN'T TELL ME WHY Y'ALL WAS SENDING THE ***** ABOUT ME SENDING MY ID TO VERIFY WHO I WAS. AND THE STATEMENT THAT Y'ALL JUST SENT BACK IT SAYS THAT IF I PROCEED TO LOOK AT MY FIRM ACCOUNT THEN THAT'S GOING TO PUT ACTIVITY OF *****!!!! Y'ALL DON'T EXPRESS NONE OF THIS TO YOUR CLIENTS! THEN THE REPRESENTATIVE THAT I SPOKE WITH WAS ABOUT THE FOLLOWING DAY AND I ASKED ABOUT REMOVING THE ***** BECAUSE I VERIFIED MYSELF ABOUT THREE OR FOUR TIMES WITHIN A TWO-DAY SPAN! JUST FOR YOU TO LET IT REPRESENTATIVE PUT ANOTHER ***** ALERT ON MY ACCOUNT! THE AUDACITY OF Y'ALL! YOU ARE NOT PROTECTING MY ACCOUNT! ME AND ONE OF YOUR REPRESENTATIVES GOT INTO IT AND I CUSSED THEM OUT AND THAT'S WHY Y'ALL DID THAT THIS IS NOT THE FIRST TIME THAT HAS HAPPENED! YOU'RE LETTING YOUR REPRESENTATIVES ABUSE THEIR AUTHORITY! THAT IS WHY I PUT Y'ALL ARE NOT TRAINED NOR PROFESSIONAL BECAUSE IF YOU CAN'T HACK A CLIENT A CONSUMER PUTTING PRESSURE ON YOU WITH WORDS AND YOU GET IN YOUR FEELINGS AND BLOCK THEIR ACCOUNT THAT'S ABUSING YOUR AUTHORITY! SO NO I REJECT YOUR RESPONSE Y'ALL PURPOSELY AS A COMPANY PUT ME THROUGH THE RINGER UNTIL I REACHED OUT TO BBB!! SO ONCE I'M DONE PAYING Y'ALL OFF I'M CLOSING MY ACCOUNT AND I WILL NOT BE A CUSTOMER ANYMORE OF **********************!!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal which states her rejection of the previous response, agent interaction and frustration an unexpected extended fraud alert that occurred.
  
  As previously informed, if a customer attempts to check their purchasing power with Affirm online or through the app, this will trigger the extended fraud alert procedure if an alert is in place. 
  
  If ************ continues to receive notifications regarding an extended fraud alert associated with her credit report, she is encouraged to contact the credit agencies directly for additional insight and assistance in removing this designation from her account.
  
  Please note once there are specific labels on the account, ********************** must abide by specific processes to ensure the security and accuracy if the account. 
  
  ********************** acknowledges and apologizes for any inconvenience that the initial miscommunication from an agent may have caused. Rest assured, Affirm has taken the appropriate actions and coached agent who provided incorrect information to her. 
  
  It appears that **************** account is no longer restricted and she is now able to log into her account normally.
  
  Lastly, in her complaint she states she is closing her account. While reviewing the account, ********************** found there are active loans on the account that still require repayment 30 days after her final loan is settled, her account will be eligible for closure. She may reach out to Affirm for assistance with closing her account by calling ************** between the hours of 7 am and 10 pm CST seven days a week.
  
  In the event that ************ has any further questions or concerns, Affirm encourages her to reach out to us via ************************************************************

• Initial Complaint

  Date:12/27/2023

  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.

  11/30/23 there was a charge on my affirm debit card, on 12/02/23 I reported that this was a fraudulent/unauthorized charge. The representative at that ************ me that this amount would not pull from my linked ***** fargo checking account on file. I received an updated from ***** at affirm.com on 12/12 & 12/13 I was assured that I would not be billed for this while it was being investigated. It was deducted from my account on 12/27/23. I spoke to a supervisor who refused to transfer me to anyone else and was not helpful. She basically told me that there was nothing else that could be done and that even though my account was locked, she could not do anything about it to resolve my issue. This is causing issues with my primary checking account by allowing the charge to deduct my checking account with ***** fargo. She refused to help me, she told me that I would need to call my linked bank account, even though the issue isnt with my bank, it is with the affirm card that is linked to it for my purchases. I want this amount credited back and any fees associated to be credited.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed her complaint, which states there was an unauthorized transaction showing on her Affirm Card. 
  
  Affirms records show that a purchase from YSI*WRPV XIV 78th Avenue was processed on November 30, 2023, in the amount of $459.48. 
  
  ************** contacted Affirm on December 2, 2023, by calling in when she saw the charge and explained that it was not hers and she did not make this purchase. Affirm responded to her on December 13, 2023, and requested further evidence to be able to dispute the transaction. 
  Affirm also notified her that she would receive a new card due to the unauthorized activity. 
  
  The dispute was closed in her favor on December 28, 2023, and her Affirm Card was refunded $459.48 back to the original bank account ending in *8351. 
  
  Affirm would like to apologize for any frustration or inconvenience this may have caused. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/27/2023

  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.

  This debt with Affirm **** is inaccurate and Affirm was unable to provide me with all the history information pertaining to this account, the high balance and monthly payment were unable to be verified and is being reported on my credit illegally by Experian against the Fair Credit Reporting Act. This needs to be removed if they are unable to provide me with this information.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern that his Affirm loan has been reported to the credit bureaus inaccurately and without his authorization.
  
  Affirm records indicate that Mr. ****************** Vrbo loan (ID ********** was processed on February 7, 2022 in the amount of $4,543.50 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $272.96 beginning on March 7, 2022. ****************** made a down payment of $1,743.50 towards the loan on February 3, 2022. To date, ****************** has made the following payments towards this loan: $272.96 on March 11, 2022; $272.96 on April 7, 2022; $100.00 on June 8, 2022; $173.00 on June 25, 2022; and $272.92 on July 3, 2022. No further loan payments have been made to date.
  
  As a result, the loan payments became more than 120 days overdue and the loan was charged off on November 5, 2022. If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to our third-party collection partners. At this time, the loan remains with Affirm. ****************** may continue to contact Affirm directly by calling ************ to make payments towards this loan.
  
  Please note, per the signed Truth in Lending disclosure, Affirm is authorized to report information about ******************' loan to the credit bureaus. This document has been attached for ******************' convenience, as well as a loan verification document. Together, these documents should provide the verification requested by *******************
  
  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 respectfully decline ******************' request to remove reporting for loan SXL7-OZK7.
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to ****************************************************.