Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/6 I applied for a pay in 4 biweekly payments via my affirm card for the amount of $329.95 (loan id ********** and used an Affirm discount coupon of $25 to buy from ***** My order was cancelled so I contacted affirm on 12/6 via phone to inquire about if I can use the coupon code again or not. ******* told me she would void the loan since she saw that **** cancelled my order and I should receive my refund of my down payment of $82.50 and the coupon code should be reactivated. On 12/7 I made a second card for the amount of $340(loan Id ********** and purchased a pair of sneakers from **** while putting down the first down payment of $84.75 and reused the $25 off my **** Loan Affirm coupon which also was refunded/canceled on 12/16. Ever since then my Affirm account has been suspended due to Affirm trying to withdraw $329.95 from my bank account that I dont technically owe since both of my loans have been refunded/canceled and my first loan was Voided. Ive been trying to get someone to help but nobody knows exactly what happened even tho they admit to seeing that both loans were refunded/cancelled. Personally I think the error happened when ******* tried to void my first loan since it appears twice on my affirm account with the same **** order number (O*22-10884-10369) but 2 different Purchase ID numbersThe refunded Purchase ID is ************************** The Withdrawing from my bank account Purchase ID ***************************** I would like Affirm to fix their billing issue and stop trying to withdraw $329.95 from my bank account, I would also like my Affrim card to be unsuspended since my account is in good standing and I dont technically owe any past due balance.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the refund for his canceled order. 
  
  
  Affirm records indicate that **************** used his Affirm Card to make a purchase with **** in the amount of $329.95 on December 6, 2023. This purchase was not split into a buy-now-pay-later loan with Affirm and was paid upfront with the funds in Mr. ******* Affirm Card account. 
  
  
  As **************** did not have sufficient funds for this purchase, Affirm suspended his card account. When there are insufficient funds in a customers linked account to cover an automatic transfer, their Affirm Card account will be temporarily suspended, and both their physical and virtual cards will be blocked from use.
  
  
  On December 7, 2023, Mr. ******* purchase was refunded, however, he had made a second purchase with **** also using his Affirm Card in the amount of $338.95 on December 7, 2023. Affirm has not received a refund for this purchase, which is why his account has remained suspended due to insufficient funds. Affirm would need to receive a refund for the second purchase in order to stop attempting withdrawal. 
  
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21058886
  
  I am rejecting this response because:
  Due to Affirms statement of me not having sufficient funds and my order not being paid in 4 biweekly payments being false. I attached the loan details and truth in lending disclosure to my attachments to prove my case. Affirm also told me yesterday that **** is attempting to seize funds which is whats causing the issue and that I have to contact **** since Affirm has no control over **** trying to seize funds from me. With that being said Affirm is definitely lying about me not having sufficient funds when I made my order and I definitely made a purchase with the biweekly pay in 4 option. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the refund for his canceled order.
  
  We have reviewed his request again and on December 7, 2023, Mr. ******* purchase was refunded for $329.95, however, he had made a second purchase with **** also using his Affirm Card in the amount of $338.95 on December 7, 2023. Affirm has not received a refund for this purchase, which is why his account has remained suspended due to insufficient funds. Affirm would need to receive a refund for the second purchase in order to stop attempting withdrawal.
  
  Additionally, Mr. ******* Affirm Card and account status does not reflect that it is suspended as of January 17, 2024. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.

  Customer Answer

  Date: 01/18/2024

  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. However this is not due to affirm but due to **** sending me a gift card covering the amount that affirm withdrew from my account. There was an issue between **** and Affirm so rather than deal with **** Affirm decided to have me pay for their issue with the merchant. Thanks to **** for making things right within a week of contacting them while Affirm gave me the runaround for over a month. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/26/2023

  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 placed an order in September to alt fragrance and never received my order. I rescheduled the delivery and I have yet to receive it. I reached out to alt and to affirm, both with no solution or resolution. I have contacted affirm multiple times who stated that they have to follow alts policies which is no refund, but I have no product to even account for. I have filed multiple disputes as well as a direct complaint and they have all been closed with no follow up or solution. I am out of $272 and have nothing to show for it. I am not paying the amount, and affirm as not been helpful in solving the issue.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indicate that on September 7, 2023, ****************** obtained loan SLDV-R18N for a purchase with the merchant, ALT. Fragrances for $284.01. She agreed to loan terms of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $71.00.
  
  On September 26, 2023, ****************** contacted Affirm requesting a refund towards the loan and indicated she did not receiver her item from the merchant. She was asked to submit evidence supporting her request.
  
  On October 1, 2023, ****************** sent Affirm tracking information from the merchant. On October 6, 2023, Affirm sent ****************** an email indicating the loan was placed into an official dispute and requested for her to send more information confirming a refund was owed.
  
  On October 31, 2023, the dispute was closed and ****************** was advised that no refunds were confirmed and advised for her to contact the merchant directly. She replied to this email reiterating that no item was received from the merchant.
  
  On December 12, 2023, ****************** contacted Affirm requesting again for the loan to be refunded. Upon receipt of ********************** complaint, her dispute was reviewed again. On January 4, ****, an email was sent to ****************** advising her that the loan was fully refunded and that she is no longer responsible for repayment.
  
  Affirm apologizes for any frustration this situation may have caused for ******************. In the event that she has any further questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:12/26/2023

  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 ask this stupid a** company a question about a order that is not showing up on my account and they are asking me too continue to pay for it. The stupid customer service agent sent me a secure message that I have to log in a read. I have an app on my phone with Affirm already logged in too. They could have just sent me the message there. I'm not paying this bill to I get the darn information I requested.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern a loan associated with his Affirm account. 
  
  ********************** records indicate that **************** currently has three active loans with Best Buy. Affirm was unable to locate any recent outreach from **************** regarding his Affirm loans. For his convenience, the details of these loans have been included below. 
  
  Best Buy loan (ID ********** was processed on August 10, 2023 in the amount of $400.00. **************** agreed to make 12 monthly installment payments of $40.18 and the loan has an APR of *****%. Three payments of $40.18 have been made to date. The loan is overdue for the payment due on December 10, 2023. 
  
  Best Buy loan (ID ********** was processed on August 17, 2023 in the amount of $225.00. **************** agreed to make 12 monthly installment payments of $22.60 and the loan has an APR of *****%. Three payments of $22.60 have been made to date. The loan is overdue for the payment due on December 17, 2023. 
  
  Best Buy loan (ID ********** was processed on August 31, 2023 in the amount of $1,500.00. **************** agreed to make 12 monthly installment payments of $150.69 and the loan has an APR of *****%. On September 19, 2023, a refund of $84.96 was processed towards the loan. Four payments of $150.69 have been made to date. The next payment towards this loan is due on January 30, 2023. 
  
  If **************** is expecting a refund towards any of the loans referenced above, he is encouraged to first contact Best Buy directly for insight regarding the expected refund. 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.
  
  In the event that **************** is experiencing issues accessing message sent via Affirm's Secure Messaging Portal, he is encouraged to reach out to Affirm directly by emailing ***************************************. 

• 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.

  Affirm charged me 3 times the amount of $64 each total of $142 which I want back asap

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint which concerns her claim that several payments were processed by Affirm without her authorization. 
  
  Affirm records indicate that ****************** initially contacted Affirm by phone on December 26, 2023 to report that several payments were processed by Affirm using their payment instrument without her authorization. The responding Affirm ************* representative advised ****************** that these charges were not able to be associated with her account. In order to investigate these unauthorized charges further, ****************** is advised to dispute the unrecognized charges with her financial institution directly. At this time, we encourage ****************** to pursue the chargebacks with her bank so that our team can identify the charges referenced as unauthorized.  
  
  In the event that she has any further questions, we encourage ****************** to contact Affirm directly via ****************************************************.
  
  

• 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.

  There was a loan taken out I. My name for 400 plus interest and I contacted them as soon as I got the email. I told them it was fraud and to cancel. We don't even have this store so I would never buy. They are refusing to cancel and someone is going to use the gift card and I'm going to owe interest on this loan. I just want it cancelled before it's too late! They told me to read the website to avoid in the future. I can't believe that was even a real response. How can I immediately contact them and tell them it wasn't me and to cancel.and they wouldn't and they want me to pay interest!!

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states her concern with an unauthorized loan for a gift card she did not request. 
  
  Affirm's records indicate that loan F5WF-34RQ was processed on December 26, 2023 for a purchase with the merchant, Affirm, **** in the amount of $400.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $39.71 due on the 26th of each month. The purchase was made with Amazing Lash eGift.
  
  **************** contacted Affirm on December 26, 2023, through the affirm *********** and explained that there was a loan in her name by this merchant, but she did not request it. Affirm followed up with her on the same day and explained via email that Affirm had placed restrictions on her account and that once an investigation was underway, it can take up to 30 days to complete. 
  
  On January 9, ****, Affirms Account Safety Team reached out to her and explained that after investigation Affirm found **************** responsible for the loan and its payments. 
  
  We are sorry for any inconvenience this may have caused. 
  
  If she still believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21056312
  
  I am rejecting this response because I didn't order the gift card and don't want it. They need to refund the account and cancel the card. I can't be charged interest for something I don't want, didn't buy, and can't use. I've never heard of the store and don't use false lashes. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal complaint. Affirm has reviewed her complaint, which states her continued concern with an unauthorized loan for a gift card she did not request.
  
  On January 9, ****, Affirms Account Safety Team reached out to her and explained that after investigation Affirm found **************** responsible for the loan and its payments.
  
  We are sorry for any inconvenience this may have caused. We encourage her to please send in evidence to support her claim. 
  
  If she still believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21056312
  
  I am rejecting this response because: I already completed their fraud request form and they denied the request. I don't have any other form request for them. Their statement is false. I followed the fraud process and filled out all forms. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/26/2023

  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.

  Got my phone stolen at concert the thieves found a way to get into my phone and use some of my cards and also open a loan on my affirm account. They open a 2k loan for FragranceNet and affirm emailed me saying Im responsible for the loan but however I was able to get in contact with fragrancenet and get the order details and the name and billing and shipping address do not match

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Mr. ************* BBB complaint. Affirm has reviewed Mr. ************* complaint, which states his concern with a loan that was processed without his authorization. 
  
  Affirm's records indicate that loan Z1O7-U0B5 was processed on October 30, 2023 for a purchase with the merchant, Fragrance Net, in the amount of $2,017.85. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $148.42 due on the 30th of each month.
  
  **************************** first reached out through Affirms *********** on November 13, 2023 and explained that both his wallet and phone were recently stolen and shortly after, he saw the loan with Affirm. Affirm followed up with him on November 14, 2023, and advised him that we had placed restrictions on the account and that the investigation could take up to 30 days to complete. 
  
  He contacted Affirm again through the *********** on November 20, 2023 and stated that he cannot get any help from the merchant and that someone else signed for the order. Affirm followed up with him through our secure message portal on November 21, 2023, and asked him to please call in so we could get further information. He never reached out. 
  
  Affirms Account Safety team completed their investigation and on December 11, 2023, **************************** was informed that the loan remains his responsibility.
  
  He sent in further evidence on December 12, 2023 and requested an update on December 21, 2023. Affirm apologizes for the delay. As of January 11, ****, Affirm has requested that the Account Safety team look at his request one more time. He should have received a response from them on January 11, ****, advising that after another review the loan still remains his responsibility. 
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  In the event **************************** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21058037
  
  I am rejecting this response because:I never got any message from you guys 

  and the information I gave **** shows a billing address and shippers and shippers name that I didnt approve i dont know what other evidence I can use to show I didnt authorized the transaction 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to Mr. ************* BBB rebuttal complaint. Affirm has reviewed his complaint, which states his ongoing concern with a loan that was processed without his authorization.
  
  **************************** should have received a response from Affirms Account Safety team on January 11, ****, advising that after another review the loan still remains his responsibility.
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  Affirm is able to review his claim once more if he can provide any new, substantial evidence to show he did not make this request. 
  
  In the event **************************** has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21058037
  
  I am rejecting this response because: What more information can I give you guys to prove I didnt make this or what information ****** that make y think I made this. Literally I had to go through stones and fire to get the order from fragrancenet and once I was able to prove my affirm account they sent the the order confirmation which had not my name not anyone related to me neither my shipping adresses I dont even know the address and even my billing. According to credit bureaus I informed u guys I wasnt the one who made this transaction being that it was after Ik I may be liable for something of the total amount but affirm should cover this as I was not the one who made this. I explained how my phone was stolen at a concert I have the date I went to the concert I have the date I brought a new phone I even. I dont know what more I can give 

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

• 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.

  I USED AFFRIM WITH A 3RD PARTY (BOOKING.COM) TO PURCHASE A *****, HOWEVER WHEN I GET TO THE ***** (******** INN) THEY DIDNT HAVE ROOMS AND CANCELED WITHIN 8 MIN OF BOOKING. I COMMUNICATED WITH AFFRIM WHEN IT HAPPENED, ALSO I RECIVED AND EMAIL FROM BOOKING.COM THAT IT WAS CANCELED AND I DID NOT HAVE TO DO ANYTHING ELSE. HOWEVER AFFRIM.COM STILL HELD ME ACCOUNTABLE TO PAY, WHEN I CANCLED IT. I ALSO SENT THEM ALL SUPPORTING DOCUMENTS BEFORE THEY SENT ME TO COLLECTIONS. WHEN I SPOKE TO THE COLLECTION AGENECY THEY TOLD ME NOT TO PAY UNTIL THEY REACH OUT TO AFFRIM. EVERY TIME I CAL THE COLLECTION AGENCY TO FOLLOW UP, THEY TELL THEY ARE STILL WAITING TO HEAR FROM AFFRIM. I ALSO REACHED OUT TO AFFRIM AGAIN AND THEY SAID THAT ITS OUTSIDE THE WINDOW OF INVESTIGATION, WHICH IVE BEEN ON TOP OF IT SINCE IT WAS CANCELD, NOW THEY HAVE ME IN COLLECTIONS, WHEN I SENT THEM ALL THE SUPPORTING EMAILS THAT IT WAS CANCLED. THEY ARENT DOING ANYTHING AND KEEP SENDING ME SYSTEM GENERATED RESPONSES. THEY ARENT INVESTIGATING OR TAKING MY CLAIM WITH URGENCY. THEY GAVE ME DEAD SILENCE THEN THEY SAID IT WAS OUTSIDE OF THE WINDOW TO ADDRESS. I DID NOT STAY AT THE LOCATION, BECAUSE IT WAS CANCLED, HINCE WHY I DID NOT PAY. IT WAS ONLY $136 AND IVE HAD LARGER PURCHASES WITH AFFRIM I PAID OFF. MY EMAIL SAID IT WAS CANCLED FROM BOOKING.COM AND I DID NOT HAVE TO DO ANYTHING FURTHER. PLEASE LOOK INTO. THANK YOU.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her trip was canceled and she is due a refund to her loan with Booking.com. 
   
  Affirm's records indicate that loan T32G-G6EG was processed on June 6, 2022 for a purchase with the merchant, Booking.com, in the amount of $18****. This loan has terms of ****% Annual Percentage Rate (APR) and 3 bi-weekly payments of $45.00 due on the 6th of each month. 
   
  The loan charged off to Affirm on October 20, 2022. In order to make payments she may call Affirm and an agent will be happy to help her make the payment. Once the payment is made it will take one business day to reflect on her Affirm account. She may call ********************** at **************. We are available 7 days a week from 7am - 10pm CT.
  
  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.
  ****************** first contacted Affirm on July 8, 2023, when she reached out through the Affirm ************ We responded and asked her to please provide us with further information on July 9, 2023. We did not hear from her. She called on July 17, 2023, and explained that you were looking to dispute the loan. The Affirm agent explained that her loan was outside of Affirms 60-day dispute window and could not be disputed. 
  
  Please note that the loan was confirmed on June 4, 2022. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until July 8, 2023. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are unable to open an official dispute at this time. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment. 
  
  On March 8th, May 16th, May 30th, and August 3rd, 2023, Affirm was informed by ********** that ****************** was disputing the validation of the debt, and the loan has been found to remain Ms. ******** responsibility. 
  
  At this time if she would like to send in further evidence to show she is due a refund to the loan, we are happy to review to see if we can potentially look into a courtesy dispute. She is welcome to send the following to Affirm and if anything not listed is substantial she is encouraged to send that as well. 
  
  She can send any additional information to *************************************** and reference case number 21735368.
  
  Original order invoice
  Proof that the refund due correlates with the Affirm loan in question
  Communication of the cancelation with the merchant (separate from what was sent in the BBB, we will attach this for her)
  Proof of when the refund was processed to the loan 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan G3VC-JSL6.
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.
  
  

• 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 have a series of small loans with Affirm. The main reason I have taken out these small loans is because I am trying to increase my credit score and Affirm claims they report these loans to Experian. Affirm did report one of the loans to Experian. It was opened on 9/23/22. I paid it off on 8/4/23. It is marked closed never late on Experian.My BIG PROBLEM is I have all these other loans that ARE NOT BEING REPORTED.**** Club Opened 10/4/23-NOT BEING REPORTED ANOTHER **** Club Opened 9/24/23 NOT BEING REPORTED THREE LOANS with Amazon One opened 8/9/23 NOT BEING REPORTED One opened 8/17/23- NOT BEING REPORTED One opened 7/24/23 NOT BEING REPORTED A Loan with Skechers Opened 7/12/23-NOT BEING REPORTED CELTIC BANK OPENED 10/26/23 NOT BEING REPORTED ALL OF THESE LOANS SHOULD BE ON MY EXPERIAN CREDIT REPORT. BUT AFFIRM HAS REPORTED NONE OF THEM!!!!! IF AFFIRM CLAIMS TO REPORT LOANS TO EXPERIAN, THEN ALL OF THESE LOANS SHOULD BE ON MY REPORT! THEY ARE NOT!

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his concerns regarding Affirm's credit reporting policy for his loans.
  
  Affirm's records indiciate that on September 23, 2022, *** ***** obtained loan I3OX-**** with the merchant, Walmart.com for a purchase in the amount of $250.36. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $24.40.
  
  On August 4, 2023, ************** paid off I3OX-****. The loan is currently being reported to the credit bureaus as fully paid off. ************** currently has seven active loans that are current.
  
  On November 28, 2023, ************** called and spoke with Affirm inquiring about why his other loans were not being reported to the credit bureaus.
  
  Please note with Affirm, some purchases may include credit furnishing, others may not. We currently report some repayment activity to Experian and may report to other credit bureaus in the future. If ************** wishes to contact Experian to ask questions about how the information Affirm shares is reflected and interpreted on his credit report, please call their customer service at: ****************.
  
  We apologize for any frustration this situation may have caused for **************. In the event that he has any further questions, we ask for him to contact Affirm directly via ****************************************************.
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21057066
  
  I am rejecting this response because it is NOT my job to call Experian. I took out Loans believing that those loans were to be reported to credit bureaus as I am trying to INCREASE my credit score. You only reported on one loan I took out. I have taken out SEVERAL loans and I want them to be reported. I GUARANTEE IF i WERE TO BE LATE ON ANY OF THESE LOANS, IT WOULD BE REPORTED!!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal concerning Affirm's credit furnishing policies. 
  
  As stated in Affirm's previous response, some purchases may include credit furnishing, while others may not. We currently report some repayment activity to Experian and may report to other credit bureaus in the future. ************** may contact Experian for insight into how the information Affirm shares is reflected and interpreted on his credit report by calling ****************.
  
  In the event that ************** has any further questions, we ask for him to contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21057066
  
  I am rejecting this response because:
  It is a ******** response just like the one they gave before. See ya in court. 
  Sincerely,
  
  ***********************

• 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.

  This account was opened in August of 2022. The payments were due on the 16th of the month. all my payments were paid before the due date except 1. I have always asked for a statement when making the payment by phone, I was never given a statement. Affirm would send me a message letting me know when the payment was due and how to make the payment. these last couple months, I received the message, but no way to make the payment. So I called Affirm and made the payment over the phone. a few days later I received a message that my payment was over due. I called Affirm and told them i paid the payment over the phone. they kept sending me messages that my payment was over due.I made all my payments over the phone cause they would not send me any statements. The payment for November 10th was made on November 7, 2023. I received a message that it was overdue on November 10, 2023. The December payment was paid on December 10,2023. I received a message that it was overdue. I called Affirm and gave them my checking routing number and account number for the payment, and they are still sending me messages that my account is over due. This company would never give me a conformation number for any of my payments. I called the Bank and told them the issues with this account and the bank checked their end and said there was nothing stopping the payment from coming through. So why doesn't the company send statements or give conformation numbers ? There is something wrong with this company. I'm so stressed out with this company that i hope you can find out what is going on with them I don't have issues with all my other accounts My payments always come back on my bank statement. I check my account every day.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the payment process she experienced with Affirm. 
  
  
  Affirm records indicate that Ms. ******** Tires Easy loan DR1S-4Z7T was processed on September 16, 2022 in the amount of $1,016.60 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $70.83 on the 16th of each month. The payment originally due on December 7, 2023 was not satisfied until December 10, 2023. On December 11, 2023, this payment failed to be processed. 
  
  
  Ms. ******** other loan, PLUA-RNB5, with ******* was processed on October 10, 2023 in the amount of $296.01 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $19.64 on the 10th of each month. The payment originally due on December 10, 2023 was made on the due date, however, this payment failed to be processed on Affirms end similarly to her payment toward loan DR1S-4Z7T. 
  
  
  As a result, ****************** received a follow up email on December 11, 2023 informing her that the payments were not successful and that she may need to utilize a different payment method. ****************** called in on December 14, 2023 and attempted to make the payments again. Both payments once more failed to be processed. 
  
  
  ****************** was eventually able to make a successful payment of $70.83 toward loan DR1S-4Z7T on December 28, 2023 and a payment of $19.64 on January 10, **** toward loan PLUA-RNB5. Both of Ms. ******** loans are now current with no overdue payments. Affirm encourages ****************** to reach out to her financial institution to see why her payments made on December 10, 2023 and December 14, 2023 may have failed. 
  
  
  Additionally, Affirm encourages customers to enable automatic payments on their loans to avoid any late payments. Please note that this is not in any way required, but may make the payment process easier. If ****************** is interested, she can read more about managing autopay on our *********** at ******************************************************************
  
  
  Affirm would also like to note that we do not offer paper statements. ****************** can find information regarding her upcoming payments and past payments by logging in to her Affirm account and clicking on her loan details. 
  
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21056757
  
  I am rejecting this response because:
  
  ***************************************************

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My external bank account that is linked to my affirm savings account said it needs attention so I verified 4 different times that this is my account and it still said it needed attention. When I called they said they wouldnt do anything about it and I would receive an email. Well there has been no email and I have almost $2000 in that account that is MINE and I should be able to take it out anytime I want. If this is not resolved I will contact a lawyer.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed **************' complaint which states her concern as she was unable to link her desired bank account to her ********************** Savings Account. 
  
  ********************** records indicate that ************** contacted the Affirm ************* team by phone on December 26, 2023 to express concern that she was unable to link her bank account to her ********************** Savings account. The responding Affirm agent provided ************** with troubleshooting steps to delete and reinstall the app to attempt to add the bank account again. ********************** would like to apologize for any frustration that this interaction may have caused as the agent was unable to appropriately address **************' concern. 
  
  ************** called the Affirm ************* Team back to request additional assistance in linking the bank account to her ********************** Savings Account. The responding Affirm agent advised that he would be escalating a case for **************' issue to be reviewed further and she could expect to receive an email with any relevant updates. Affirm did not follow up with ************** as indicated, but the team was able to confirm that her Bank Account ending in ***** was able to be linked successfully as of December 28, 2023. 
  
  In the event that ************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;