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:12/27/2023

  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 ****************************************************.

• Initial Complaint

  Date:12/27/2023

  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.

  I found out I was the victim of identity theft on 12/26 via a different merchant and bank. Upon checking my credit report and freezing my credit, I found out Affirm ran a soft inquiry on me the same day the other fraudulent loans were taken out and purchases made. I immediately called Affirm and they would not help me at all. It is vital to get as much information as possible as quickly as possible in this type of crime and the gentleman that I spoke with wouldn't even give me his name for documentation. He just kept telling me I had to wait up to a week to be contacted. I told him I needed information for the police report and the identity theft claim with the *** to which he just kept refusing to even give me basic information. The other financial institution that my identity theft involved was very helpful and able to give me all the information I needed (date of purchases, stores purchases occurred at, amount of loans taken out in my name, loan numbers, etc.) All of this information is needed to try to get the identity theft taken care of and Affirm would not give me any information or even document the phone call when I requested that (I asked that an email be sent stating I had called them and was requesting a fraudulent flag be put on however many accounts were opened in my name since they wouldn't tell me anything for sure). Identity theft is a major crime and this company needs to help people when they are dealing with this rather than just tell them to wait a week so.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her concern with unauthorized activity on her Affirm account. 
   
  Affirm was unable to verify her information based off of what was provided within her BBB complaint. Due to the safety and security of the account, ********************** would kindly ask her to please call back in to verify her information. Affirm verifies our customers with your full name, date of birth, phone number and email address. Please note that Affirm will never ask you for a pin number over the phone. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm **.
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her concern with unauthorized activity on her Affirm account. 
   
  Affirm was unable to verify her information based off of what was provided within her BBB complaint. Due to the safety and security of the account, ********************** would kindly ask her to please call back in to verify her information. Affirm verifies our customers with your full name, date of birth, phone number and email address. Please note that Affirm will never ask you for a pin number over the phone. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm **.
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her concern with unauthorized activity on her Affirm account. 
   
  Affirm was unable to verify her information based off of what was provided within her BBB complaint. Due to the safety and security of the account, ********************** would kindly ask her to please call back in to verify her information. Affirm verifies our customers with your full name, date of birth, phone number and email address. Please note that Affirm will never ask you for a pin number over the phone. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm **.
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  

  Business Response

  Date: 01/12/2024

  
  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her concern with unauthorized activity on her Affirm account. 
  
  ********************** was unable to verify her information based off of what was provided within her BBB complaint. Due to the safety and security of the account, ********************** would kindly ask her to please call back in to verify her information. Affirm verifies our customers with your full name, date of birth, phone number and email address. Please note that Affirm will never ask you for a pin number over the phone. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm **.
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  

  Business Response

  Date: 01/12/2024

  
  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her concern with unauthorized activity on her Affirm account. 
  
  ********************** was unable to verify her information based off of what was provided within her BBB complaint. Due to the safety and security of the account, ********************** would kindly ask her to please call back in to verify her information. Affirm verifies our customers with your full name, date of birth, phone number and email address. Please note that Affirm will never ask you for a pin number over the phone. 
  
  She may call Affirm at **************. We are available 7 days a week from 7am - 10pm **.
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21061748
  
  I am rejecting this response because on December 26th, 2023 I called Affirm and spoke with a representative regarding this situation. He took my name, email, and phone number stating that someone from the fraud department would be contacting me within 5-7 business days. I asked for an email confirmation that I had called requesting a fraud investigation, and he stated he was not required to do so. The representative would also not give me his full name for documentation, stating he didn't need to do that either. He admitted there were loans in my name, but when I asked how many, how much, and where purchases were made, he stated he could not give me that information. He had every opportunity to get the necessary information and told me what he got was what he needed to forward my complaint to the fraud department. When I didn't hear from the fraud department within the 5-7 days, I then went on and filed an online complaint with Affirm again requesting they contact me on January 1st, ****. I received a general email response with a case number (********), so I know they had my name, phone number and email address. Again, if they needed any more information from me to investigate, they had means to contact me to request information. This company is making ZERO effort to investigate this fraud. The other bank that fraud occurred with in my name worked with us immediately, and we were able to locate and retrieve 3 of the 4 stolen items. This could have also been the case with Affirm if they had worked with me and given me information, but they refused and they have refused to contact me at all regarding this fraud.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal involving her claim of unauthorized activity associated with her Shop Pay Installments account. 
  
  ********************** records indicate that a member of Affirm's Account Safety Team followed up with **************** on January 14, ********************************************************************************************** her favor. As a result, she is no longer responsible for the loans that were obtained in her name. 
  
  Restrictions have been placed on ******************** Shop Pay Installments  from making manual payments and obtaining any future Shop Pay Installment. 
  
  The account will remain locked until **************** completes Affirm's secure verification process. If **************** would like to move forward with securing her account, she may call ********************** at ************ to begin the verification process.
  
  ******************** unauthorized activity case was initiated with her call on December 26, 2023. Affirm would like to apologize for not following up with **************** to confirm that her claim was being reviewed. 
  
  Affirm thanks **************** for her patience with this matter. In the event that **************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21061748
  
  I am rejecting this response because I have never been contacted by Affirm or spoke to them since my initial phone call on December 26th, 2023 when the representative claimed he could not talk with me or give me any details about this claim. He said he would have someone from his fraud department contact me. This never happened so I followed up with an email fraud claim on Affirm's website, to which I never received a response to either. I have no idea what they are talking about in regards to communication occurring on January 14th. They did not call me, email me, or contact me in any way on this day or any other day. The only communication I have had is their response to the BBB complaint. If they have cleared me of all fraudulent loans, I would like contacted both by phone and written confirmation of this matter being resolved so that I have documentation moving forward that I have been cleared of any fraudulent debt and that I have no responsibility to pay back loans that were taken out in my name. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/27/2023

  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 received a refund from a merchant and I called Affirm several times about issuing my refund. The fist person told me it would be issued in 3 business days from 12/15/23 and the next person said 7 business days and I then received and email that said I would receive a refund check that would be sent within 5 days from the date of the email 12/26/23. I called again and I was told completely different information saying it would take 30 BUSINESS DAYS FOR ME TO RECEIVE THE REFUND CHECK WHICH IS OUTRAGEOUS! I spoke to a so called supervisor ******* who told me the email was wrong and refused to transfer me to his supervisor or give me the corporate phone number or email address to file a formal complaint. He said there was no one about him, which I know is not true and he said he would escalate my refund request but it would still take 30 business days. I have the email they sent me and can provide it for proof of the blatant misinformation I was given. There is no way that a check takes 30 business days to receive something by mail.

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to **** **** BBB complaint. Affirm has reviewed her complaint, which states her concern with the delay in receiving her refund check. 
   
  Affirm's records indicate that loan 6VLN-IEHO was confirmed on May 25, 2023 for a purchase with the merchant, ****** in the amount of $556.40. This loan has terms of ****% Annual Percentage Rate (APR) and 3 monthly payments of $185.47 due on the 25th of each month.
  
  She first contacted Affirm on December 14, 2023, when she called in to let Affirm know that she was expecting a refund on the loan for the full amount. At the time, the Affirm agent did not see that a refund was reflecting yet and advised that once the merchant  processes the refund she will see it on the loan timeline. Additionally, refunds can take 3-5 business days to reflect back to the original form of payment. 
  
  The refund was processed by the merchant the following day on December 15, 2023, for $556.40. ************ called Affirm on December 18, 2023 and explained that's why was seeing the refund, but she had not received it yet in her bank account. The ********************** agent advised to allow for processing time and ************ agreed. 
  
  She called in on December 27, 2023, and explained that she still had not received the refund. The Affirm agent explained that due to the time frame in between when the loan was processed and the refund was processed, the refunds had failed to process her original form of payment and she would receive a check. ************ explained that she had already received an email explaining that she would get the check in 5 days. 
  
  We apologize if she received this as it was not accurate information. Once a check is processed we advise it can take up to 30 days to receive it. This includes processing time, and delivery. 
  
  On January 2, ****, we informed ************ that her check had been processed and was scheduled to go out and to please allow up to the 30 days. Later on January 4, ****, we sent her a notification that her check is on the way and will arrive within 2 weeks. 
  
  If ************ does not receive her check by January 18, ****, we encourage her to reach out to Affirm. She may email us at *************************************** and reference case number ********. She can also call us at **************. We are available 7 days a week from 7am - 10pm CT.
   
  In the event she has any further questions or concerns, we encourage her 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 am writing to express my deep concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, causing significant financial and emotional distress.In accordance with 15 USC **** Section 602, I possess the right to financial privacy, expecting the confidentiality of my information.Additionally, 15 USC **** Section 604(a)(2) emphasizes that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified errors on my credit report originating from AFFIRM **** adversely affecting my financial well-being. I urgently request the correction of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: 77AB***Account Number: 74KC***Account Number: L2VU**I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may necessitate legal action. I anticipate your timely response and resolution.Thank you for promptly attending to this matter.Sincerely,***************************

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern that several of her Affirm loans have been reported to the credit bureaus inaccurately and without her authorization.
  
  Affirm records indicate that ************************* loan (ID ********** was processed on August 11, 2021 in the amount of $280.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $27.30 beginning on September 11, 2021. To date, ****************** made three payments of $27.30 towards the loan between September 11, 2021 and November 13, 2021. No further 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 April 11, 2022. If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. The loan has been charged off to **********. ****************** may contact ********** directly at ************** to make payments towards this loan.
  
  Nordsrom loan (ID ********** was processed on July 26, 2021 in the amount of $105.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $19.06 beginning on August 26, 2021. To date, ****************** made three payments of $19.06 towards the loan between August 26, 2021 and October 26, 2021. No further 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 March 27, 2022. The loan has been charged off to **********.
  
  Target loan (ID ********** was processed on October 22, 2021 in the amount of $113.78 with *****% APR. The agreed-upon repayment terms were for 3 monthly installment payments of $19.06 beginning on August 26, 2021. ****************** made a down payment towards the loan in the amount of $17.07 on October 20, 2021. No further 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 March 23, 2022. The loan has been charged off to **********. ****************** may contact ******* directly by calling **************.
  
  Please note, per the signed Truth in Lending disclosure, Affirm is authorized to report information about ******************' loans to the credit bureaus. These documents have been attached for ******************' 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 ******************' request to remove reporting for the aforementioned loans.
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:12/27/2023

  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.

  Used their service and never received the item from a company. The order was cancelled and i was charged a 15% cancellation fee from company after almost 3 weeks with no tracking # or communication. Affirm sided with the company and said im out of luck. Worst customer service I've ever received. I will never use their services again.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to ****************** BBB complaint, which states his concern involving his expected refund for the canceled order associated with his Affirm loan. 
  
  Affirm records indicate that ****************** ************************** loan (ID ********** was processed on December 11, 2023 in the amount of $248.50 with *****% APR. The agreed-upon repayment terms were for 3 monthly payments of $87.18 on the 11th of each month. On December 26, 2023, ************************** issued a partial refund of $212.00 towards the loan. To date, ************** has not made any payments towards this loan. 
  
  On December 18, 2023, ************** contacted Affirm to report that he wished to cancel the order associated with this purchase. The responding Affirm ******** Care agent instructed ************** to work with the merchant directly to cancel their order. However, ************** advised that he had not been able to reach a resolution with the merchant and requested that a dispute be escalated. On December 21, 2023, a member of the Affirm ******** Care Team sent ************** a request for additional information to support his claim with Affirm's Secure Messaging Portal. ************** provided the requested information and an official merchant dispute was opened on December 27, 2023. 
  
  Once a dispute has officially been opened, both customers and merchants have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  On December 28, 2023, ************************** confirmed that **************** loan was not due any further refunds as ************** had agreed to the merchant's policies at the time of his purchase which stated that there would be a 15% fee for canceled orders. Additionally, the merchant provided documentation to show that ****************** order was not delayed according to the timelines that were provided via email.  
  
  On January 11, ****, the dispute involving **************** loan was resolved in favor of the merchant. This adjudication was reached as Affirm did not receive sufficient evidence to support **************** claim that the merchant was working outside of their stated policies and procedures. Once the dispute was resolved in favor of the merchant, ************** was deemed to be responsible for the remaining balance of his loan. This was communicated via the Secure Messaging Portal on January 11, **** by an Affirm ******** Care agent, as well as via an automated message sent to ****************** email address. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21061042
  
  I am rejecting this response because: I NEVER RECEIVED THE ******  Of course Im going to want to cancel the item. There was zero response from merchant with tracking or any other information for 2 weeks. What should i have done wait 6 months for an item that was a Christmas gift?? Affirm customer service is terrible and i will never use their services again. They couldnt care less about their customers.  
  
  Sincerely,
  
  Rich B

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal concerning his previously disputed Affirm loan. 
  
  As stated in Affirm's previous response, Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. 
  
  ************** is encouraged to continue working with the merchant directly to determine if he is due any further refunds. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 01/19/2024

  This is 11 days after order is placed. I emailed before that making sure i would receive this item before Xmas. No response until i asked for my money back since nothing has been processed or even shipped. They didnt incur any fees associated with me asking for a refund since it wasnt even processed. 

• Initial Complaint

  Date:12/26/2023

  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.

  Date of transaction 10/8/23 Purchased item from VRAI. Financed through SHOP PAY/AFFIRM Immediately returned item due to poor quality. VRAI refunded money for the loan to SHOP PAY/AFFIRM. However, I am receiving requests to pay loan. Tried contacting SHOP PAY several times through email, phone and text. Unable to get a reply. SHOP PAY does confirm refund from VRAI however, they are still billing me for 2 payments of $475.00 without reason for billing.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Ms. **** BBB complaint which states her concerns with her purchase from VRAI.
  
  Affirms records indicate that loan WS35-4X6I was processed on October 10, 2023 in the amount of $5,273.15 with a *****% APR to be paid over 12 monthly installments of $475.83. On November 10, 2023, she attempted to submit a payment of $473.83, however the card declined which caused the payment to fail. The loan was then overdue for November 10, 2023. On November 24, 2023, the loan received a partial refund of $4,929.69 which leaves a remaining balance of $450.90 which ********** remains responsible for. 
  
  On November 20, 2023, ********** reached out to Affirm stating that the order she received was not correct. On the following day, Affirms ************* team emailed her requesting specific pieces of evidence to substantiate her claim. She responded on November 22, 2023 and provided email communications with the merchant but evidence did not show any documents confirming an additional refund was due. 
  
  On November 24, 2023, the team emailed ********** and requested evidence an additional time. ********** has yet to respond to the email. 
  
  In order for the team to properly investigate the issue on her behalf, she must provide the requested evidence. 
  
  ********** can submit the evidence by emailing *************************************** and referencing case 24136270.
  
  The merchant has also not processed any additional refunds. Please note, Affirm simply manages the financing of the loan, all refunds, returns and cancellations are subject to the merchants policies. At this time, you remain responsible for the loan and repayment at the agreed upon terms.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via **********************************************************.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21059093
  
  I am rejecting this response because:

  I returned the item. Contacted Affirm the day item received & returned.

  VRAI didnt refund entire amount. I am pursuing this with them. However, the amount of purchase $5,273.15 with partial refund of $4929.69 only leaves an amount of $343.46. Please advise why I am being charged additional amount.

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

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to Ms. **** BBB rebuttal complaint which states her concerns with her purchase from VRAI.
  
  Affirms records indicate that loan WS35-4X6I was processed on October 10, 2023 in the amount of $5,273.15 with a *****% APR to be paid over 12 monthly installments of $475.83. On November 10, 2023, she attempted to submit a payment of $473.83, however the card declined which caused the payment to fail. The loan was then overdue for November 10, 2023. On November 24, 2023, the loan received a partial refund of $4,929.69 which leaves a remaining balance of $452.62 as of January 23, ****. Please note as well that the loan is interest bearing. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. 
  
  In order for the team to properly investigate the issue on her behalf, she must provide the requested evidence.
  
  ********** can submit the evidence by emailing *************************************** and referencing case 24136270.
  
  The merchant has also not processed any additional refunds. Please note, Affirm simply manages the financing of the loan, all refunds, returns, and cancellations are subject to the merchants policies. At this time, you remain responsible for the loan and repayment at the agreed upon terms.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via **********************************************************.
  
  

• Initial Complaint

  Date:12/26/2023

  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 requested Accounting records two months ago Oct 25, ***************************** reference Account Number: ***** I was ignored several times and my consumer report states the account was charged off and theyre still attempting to collect in the amount that was charged off, this has given me a suspension of fraudulent activity.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to **************** BBB complaint which states his concerns with unauthorized activity and credit reporting.
  
  Affirm records indicate that loan 70N5-ORKM with the merchant, American Airlines, was processed on April 21, 2022, for $483.70 with a *****% APR to be paid over 12 monthly installments of $47.15. The loan did not receive any payments and was subsequently charged off on September 16, 2022 for nonpayment. 
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue, it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon origination of this loan, **************** electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of the Loan Agreement: "you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action". In addition, in Section 17, **************** agreed to "authorize the Loan Holder or its representative to obtain credit reports about him on an ongoing basis until his obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about his loan to the credit bureaus. Late payments, missed payments, or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score)".
  
  **************** also agreed to Affirm's Terms of Service ("***") when he created his Affirm account. As stated in Section 2 of the *** How Affirm Serves You: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you". **************** can find Affirm's *** here: **************************************
  
  For reference, we have attached copies of both the Truth in Lending Agreements and Loan Verification Letters to this response. 
  
  Affirm received 4 FCRA disputes on May 10th, July 23rd, August 19th, and September 1st, 2023. After investigation, we found the loan to be reporting accurately in each dispute. 
  
  Upon reviewing the complaint, Affirm found he had reached out on October 03, 2023 stating he was aware that the loan was charged off and wanted to know the contact information of the third-party collections agency in order to settle the loan. On October 04, 2023, an agent responded to him and advised him that he would need to collaborate with TrueAccords to settle his outstanding balance. The agent also provided him with their contact information. He may contact ********** at ************* regarding repayment concerns. 
  
  Lastly, **************** debt has not been canceled and he remains responsible for repayment of the loan as outlined in the Truth in Lending Agreement. Affirm is under no obligation to provide a 1099-C. 
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via ************************************************************