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:12/26/2023

  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 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: QDHK***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.*********,******************* ********

  

  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 to remove a loan from her credit report.
  
  Affirm's records indicate that on March 16, 2022, ******************** obtained loan QDHK-**** for a purchase with the merchant, Walmart.com for $528.94. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $51.56. 
  
  ******************** paid off the loan on February 23, 2023 but there were payments made more than 30 days past the due date.
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). ************************ complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. ******************** also state that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of her credit report. When she accepted Affirms Terms of Use and Privacy Policy and submitted her credit application, she consented to having her credit report pulled. ******************** can view Affirm's Terms of Service that can be found here: **************************************.
  
  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. Affirm respectfully declines ************************ request to remove loan QDHK-**** from her credit report.
  
  We apologize for any frustration this situation that *** have caused for ********************. In the event that she has any further questions, we ask for her to contact Affirm directly via ****************************************************.

• 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.

  I purchased a Peloton Tread a number of years ago which was financed at 0% through Affirm. It was paid off in a 3 year period. Due to a recall, ******* offered owners the ability to return the Peloton Tread at full price ($4,314.90). The Peloton was I returned on Nov 1st 2023. On Nov 13 2023 I received an email from Peloton confirming my refund was processed in the amount of $4,314.90. However only a portion of that amount was refunded to my bank account. When I called on November 17th to understand what happened they said the remaining amount ($1,876.00) would come via check in 30 days. It has now been 40 days and I have still not received my check. It also doesn't make sense why they wouldn't have refunded it all to my bank account.I now want a refund plus interest for the money they continue to hold as well as a notation on their record for questionable business practices.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states that she has yet to receive her refund check for her Peloton loan. 
   
  Affirm's records indicate that loan Z5N0-3V7P was processed on November 25, 2019 for a purchase with the merchant, Peloton, in the amount of $4,871.68. This loan has terms of ****% Annual Percentage Rate (APR) and 39 monthly payments of $124.91 due on the 25th of each month.
   
  She first reached out to Affirm on November 15, 2023, and advised that she still has no check for her refund from Peloton. The request was escalated for further review. On November 19, 2023, Affirm contacted her via secure message and explained that the check had been mailed and to please allow 30 days for it to be received. 
   
  ****************** replied on December 20, 2023, and explained that it has been passed the 30 days and still has no check. Affirm replied and apologized for the delay and explained that the check had been sent. Affirm reached out additionally to our Customer Refunds team on January 5, ****, to request further details on the check. 
   
  As of January 9, ****, she has been advised that the check was delayed and will arrive within 7/10 business days. 
   
  We truly apologize for the delay in receiving the check and any frustration or inconvenience this has caused. 
   
  In the event ****************** has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21055440
  
  I am rejecting this response because: While I have been informed that the check will arrive within **** business days it still has not yet been received. I was previously told it would be receive in 30 days and that was almost 60 days ago. I do not want to accept this response until I have the check in hand. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal concerning her expected refund check.
  
  Affirm records indicate that ****************** cashed the check that was issued by Affirm on January 16, 2024.
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/19/2024

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

• Initial Complaint

  Date:12/26/2023

  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 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: J31B****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: 01/11/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed her complaint, which states concerns with credit reporting in relation to loan J31B-6HYH.
  
  Affirm records indicate that loan J31B-6HYH with the merchant, Delta Vacations, was processed on August 25, 2021, for $5,354.81 with a *****% APR to be paid over 12 installments of $483.54. The loan required a downpayment of $354.81 which was paid on August 22, 2021. The loan received 5 payments of $483.54 from September 25, 2021- February 10, 2022. The loan then was then overdue for May 21, 2023 and June 21, 2023. This caused the loan be overdue for March 25, 2022, April 25, 2022, May 25, 2022 and June 25, 2022. overdue and subsequently reported as such. The loan was subsequently charged off for non payment on June 26, 2022. 
  
  The loan received 1 payment of $500.00 while in collections on July 11, 2022. The loan has a remaining balance of $2,884.75 which ******************** remains responsible for.
  
  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.
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Additionally, Affirm currently only reports repayment activity to Experian, but may report to other credit bureaus in the future. At this time, Affirm can confirm that the repayment history for this loan is being accurately reported. As such, Affirm must respectfully decline her request to remove the loan from reporting.
  
  Furthermore, Affirm assures that her that they comply with all requirements of the Fair Credit Reporting Act ("****"). ************************ complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. She also states that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of her credit report. When she accepted Affirm's Terms of Use and Privacy Policy and submitted her credit application, she consented to have her credit report pulled. She can view Affirm's Terms of Service can be found here: **************************************
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.

• 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.

  *********************** ********************************************************************** Phone Number: ********** Email: ********************** I am not liable for this debt with AFFIRM *** This is not my account and I never applied through that company and I never signed up for an account with ********************** *** and I never even walked inside AFFIRM *** stores at all, I contacted AFFIRM *** Customer Service I told even if this account is not mine or I never applied for it but I'm willing to pay it because someone was using my SSN but I didn't know who was it and I went ahead and I paid the amount in full. They did not provide me with the original contract as I requested. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions 15 U.S.C 1692C Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity in responsibility in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan from his credit report that he claims was not authorized.
  
  Affirm's records indicate that on December 14, 2022, loan UN2Q-IWSJ processed with the merchant, CheapOair for a purchase in the amount of $683.74. Due to having a past due balance for more than 120 days, the loan was charged off on May 15, 2023.
  
  On December 26, 2023, Affirm received an FCRA dispute in which **************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed the dispute after confirming all of the information being reported was accurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline his request to remove credit reporting for loan UN2Q-IWSJ.
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which **************** consented to and approved when **************** obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  Affirm's records have no records of **************** contacting Affirm directly with regards to his request. We request for **************** to contact Affirm to provide more information with regards to his claim. Our investigation can take up to 30 days to be completed. To do so, we ask for him to visit ******************************************************************************.
  
  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 ****************************************************.
  
  

• Initial Complaint

  Date:12/24/2023

  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.

  I purchased a birdcage from a company called talis us on September 19 which I filed a complaint on and never heard anything back about this. Since its through affirm I will try again. I paid ******** got the price knocked down to 621 dollars Ive tried multiple times trying to resolve this with both parties talis us and affirm. I will send some photos to show you. The package came to me damaged so I contacted them immediately. I had a thirty day return policy and it was returned to him with in thirty days. This is gonna go on my credit if I dont get this resolved. I have refused to pay for something I dont have. I want the company affirm to take action and close my account before they turn me in to collections like Ive said *** tried multiple times trying to get this taken care of.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint, which states his frustration with his purchase with ***** Us and the merchant dispute process.
  
  Affirm's records indicate that loan LPX4-13VK was processed on September 20, 2023 in the amount of $1,182.13. ************** agreed to repayment terms of a *****% APR to be paid over 12 monthly installments of $115.79. The loan received a partial refund of $99.00 and a second partial refund of $525.99 on October 23, 2023.  The loan received no payments and is currently overdue for October 20, 2023, November 20, 2023 and December 20, 2023.
  
  On November 29, 2023, ************** reached out to Affirm stating there were issues with his purchase and that he was not successful when attempting to contact the merchant. On the same day, the ************* team reached out to him and requested additional pieces of evidence to substantiate his claim. ************** responded and sent in email communications with the merchant but did not submit any evidence that showed a refund was due. The team followed up with him on November 30, 2023 and requested specific pieces of evidence however, ************** sent the same images to Affirm on December 01, 2023. 
  
  On December 19, 2023, the team completed their investigation and the case was closed in the merchants favor.  ************** was found responsible for the loan and repayment a the agreed upon terms. 
  
  Affirm did not receive evidence indicating Talis US was working outside of their policy for the loan LPX4-13VK.
  
  Affirm understands that this may be frustrating news, and apologize for any inconvenience that this has caused. Affirm simply manages the financing of his purchase and to that end, this dispute process ultimately rides on the nature of the merchants policy. As the merchant is operating within their policy, Affirm is unable to resolve this dispute in his favor. 
  
  Please note, he is still responsible for making all remaining payments on this loan unless a full refund is issued by the merchant.
  
  At this time, Affirm advises to contact the merchant Talis US directly for further assistance. 
  
  In the event that ************** has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21053167
  
  I am rejecting this response because:
  I find this as an unacceptable answer.  I need to find out who there  manager is and would like to get in touch with them.  I can't believe you expect me to pay for something I received damaged and returned back without even opening.  I have the pictures to show that the box it was shipped in was damaged.  I find it astonishing that a company as yourself would not back the consumer.  There is no solution other than I am not paying for this product, therefore I need to speak with someone who is either able to help me or your supervisor. 
  

  again both parties are wanting certain information but only allow a few images. If you would have read all 70 emails from the merchant you would have seen where he was trying to work out of his guidelines. By sending multiple messages of the same thing after I filed the claim. He deliberately tried to make me wait the ****************************************** his website. The consumer laws for ****** consumer laws states that I have the right to return any product with in 30 days for a full refund. Which he had his product back and has possession of it. He is mad because he cant resale it. Thats what he told me in a text. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to Mr. ****** BBB rebuttal which states his continued with loan LPX4-13VK.
  
  Upon reviewing his rebuttal, Affirm saw that ************** reached out with additional attachments on January 12, 2024. 
  
  At this time, the case on his behalf for an additional review. Once the team completes their review, they will be reaching out to him directly with their findings. 
  
  In the event that ************** has any further questions or concerns, Affirm encourages him to reach out directly via email.
  
  

  Customer Answer

  Date: 01/25/2024

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

  someone one from affirm by the name of ****** reached out. They told me my case has been closed in my favor. Ive sent the attached email they sent me so you all can see for yourselves. I owe nothing and thats all I wanted for the past 5 months. A consumer shouldnt have to go through this process. Im sorry it wasnt a better experience for me this time around. 

• Initial Complaint

  Date:12/24/2023

  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.

  Dear BBB,I am writing to raise a formal grievance with Affirm **** I have a complaint in regard to a situation with ***************************. ****************** applied for a loan with Affirm **** on December 13, 2021 in the amount of $699.45 (Account # MDDATHXX). This loan was requested without my authorization, and I have taken action to stop this credit fraud from showing on my record. This loan ended up going into collections affecting my good credit standing. I take pride in the good credit that took me years to build, and I am extremely upset that Affirm **** did not do a better job at screening clients. I am requesting that Affirm **** delete this loan from my record as if it had never existed, so that my credit can go back into good standing.I have evidence in the form of a police reports, a Better Business Bureau Complaint, and the emails from Affirm showing ******************************* name in the email proving that she took this loan out with out my authorization. In addition, I have already emailed Affirm **** on December 14. 2023 with a paper trail of the emails and the police report. I would be grateful if you could please follow up with me immediately to resolve this concern.Please confirm that you have received this email, and I would also like a phone call in regard to my grievance. Please see evidence of documents attached.Respectfully,*************************** ************

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity in responding to ******************' BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan he did not authorize from his credit report.
  
  Affirm's record indicate that on December 13, 2021, loan MDDA-THGF was obtained in his name for a purchase in the amount of $699.45 with the merchant, Orbitz. 
  
  ****************** initially reached out to Affirm on January 29, 2022 indicating that he did not authorize the loan. On February 28, 2022, Affirm sent him an email advising him that upon review of the details of his claim and his Affirm account, he was found to be responsible for the loan.
  
  On April 11, 2022. ****************** contacted Affirm again requesting for his claim to be reviewed again. On May 9, 2022, Affirm sent him an email advising that he was still found to be responsible for the loan. A fraud affidavit form was sent to ****************** to complete and return in the event he wanted the claim reviewed again.
  
  On June 28, 2022, ****************** completed and returned the fraud affidavit form to Affirm. Affirm reviewed his claim and sent him an email advising that he was still found to be responsible for the loan and that the claim would only be reviewed if he had new evidence to substantiate his claim.
  
  Between the dates of September 10 and November 2, 2022, ****************** remained in contact with Affirm reiterating his claim that the loan was not authorized by him. His claims were ultimately denied based off the available information.
  
  On November 26, 2023, ****************** contacted Affirm again requesting for the claim to be reviewed again. He was advised that his claim would be re-escalated. On December 14, 2023, ****************** sent more supporting documents for his claim.
  
  On January 10, ****, Affirm sent ****************** an email advising that upon another review, he was found to be not responsible for the loan. He was advised that restrictions were placed on his account to prevent further unauthorized activity and that the loan would be removed from his credit report.
  
  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 email.

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21053014
  
  I am rejecting this response because: I requested compensation due to mental distress and harm that Affirm *** provided to me. I have include a copy of the email that I sent to Affirm *** with the details. They never responded to my request for compensation, rather brushed me off and did not respond to the request for compensation and leadership to review.

  
  

  This situation has fustrated my life for two years. I am requesting that Affirm *** response to my request for compensation immediately.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/24/2024

  **** you for the opportunity in responding to ******************' BBB rebuttal complaint. Affirm has reviewed his complaint which states his request for compensation due to the previous issue with fraudulent activity on his affirm account.On January 10, ****, Affirm reached out to ****************** and advised that upon another review, Affirm closed the request in his favor and he would no longer be responsible for the loan. He was advised that restrictions were placed on his account to prevent further unauthorized activity and that the loan would be removed from his credit report. As of January 22, ****, the loan is not reflecting on his credit report.As for the request to provide him with compensation, Affirm apologizes but we will not be able to compensate him for the investigation and time. He has been advised accurately that the loan has been removed from reporting and has been marked as fraudulent leaving him no longer responsible for the loan.Additionally, Affirm has made sure that any payments that were made to the loan were refunded back to the original form of payment , due to the fraudulent activity.****************** will see that his loan reflects 2 refunds processed on January 22, ****, for $366.21 and $366.20. Please allow for 3-5 business days for the refunds to reflect back into the original bank account.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 email.

• Initial Complaint

  Date:12/23/2023

  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 received an email stating that Affirm would be taking $24.75 over the next few weeks from my bank account for an Amazon purchase, and that Auto Pay was on. I did not recall an Amazon Purchase using Affirm. I checked my Amazon account and nothing was there. I have called Affirm 5 times and their staff is unable to tell me what I purchased. I was told that Affirm would investigate and turn Auto Pay off. Instead, Affirm has done nothing and continues to take money from my bank account. Please help.

  

  Business Response

  Date: 01/08/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding unauthorized activity appearing on her account. 
  
  ********************** records indicate that **************** has two Amazon loans associated with her account. Amazon loan (ID ********** was processed on December 26, 2023 in the amount of $539.00 with *****% APR. The agreed-upon repayment terms were for 24 monthly installment payments of $30.13 beginning on January 26, ****. No payments have been made towards the account to date. 
  
  Amazon loan (ID ********** was processed on December 3, 2023 in the amount of $98.99 with 0.0% APR. The agreed-upon repayment terms were for 4 biweekly installment payments of $24.74 beginning on December 18, 2023. Two payments have been made towards the account to date: $24.75 on December 18, 2023 and $24.75 on January 1, ****. 
  
  On December 4, 2023, **************** contacted Affirm via the Affirm *********** to report the aforementioned loans as unauthorized. An unauthorized activity case was escalated for **************** and she was advised that the claim could take 30 days to be reviewed by Affirms Account Safety Team. 
  
  On January 2, ****, the Account Safety Team contacted **************** by email to advise that she would remain responsible for the balance of both Amazon loans in her name upon investigation of her unauthorized claim. **************** was advised that this adjudication was final and would only be re-addressed if **************** could provide new evidence to substantiate her claim. If **************** has any additional evidence to provide for her claim to be reviewed further, she may email ***************************************. 
  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly through ****************************************************************;

• Initial Complaint

  Date:12/23/2023

  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 a victim of identity theft. I have submitted the Identity theft affidavit to Affirm stating the account is not mine. Sent this Email to *** the *** and Affirms customer care team - **** Hemp PO BOX ***** *******, ** ***** The last four of my social **** Affirm 650 *************. FL 12 *************, ** ***** RE: Fraudulent Account ******** Dear ***, I am writing regarding the above-referenced debt to inform you that I am disputing this debt. Please verify the debt as required by the Fair Debt Collection Practices Act. I am disputing this debt because I do not owe it.Because I am disputing this debt, you should not report it to the credit reporting agencies. If you have already reported it, please contact the credit reporting agencies, inform them that the debt is disputed, and ask them to delete it from my credit report. Reporting information you know to be inaccurate, or failing to report information correctly, violates the Fair Credit Reporting Act.Finally, please note that I do not wish to receive telephone calls or letters concerning this debt that I do not owe to your client. The Fair Debt Collection Practices Act requires you to respect this request. See 15 U.S.C. 1692(c). Thank you for your attention to this matter.Best,************* PO Box ***** *******, ** ***** The account is still reporting on my credit reports fraudulently.The 3 credit bureaus emailed me saying affirm validated my account. I have not received any documentation from the validation or how they validated the fraudulent account. Acct # listed on my credit report ******** original bal $1232

  

  Business Response

  Date: 01/08/2024

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed Mr. ***** complaint, which states his concern regarding an unauthorized loan that has been reported to the credit bureaus. 
  
  Affirm records indicate that the Walmart.com loan on Mr. ***** Affirm account (ID ********** was processed on December 20, 2021 in the amount of $1,232.06 with *****% APR. The agreed-upon repayment terms were for 24 monthly installment payments of $68.18 beginning on January 20, 2022. ************ made twelve payments of $68.18 towards the loan between January 20, 2022 and December 22, 2022. An additional payment of $69.00 was made towards the loan on March 2, 2023. No further payments were made towards the loan and payments became more than 120 days overdue. As a result, the loan was charged off on June 21, 2023 to Affirm's third party collections partner, **********. ************ may contact ********** directly by calling  ************** to arrange payments towards this loan. 
  
  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.
  
  ************ has disputed the credit reporting associated with the Walmart.com loan on two separate occasions with Experian. On both occasions, the loan was confirmed to be reported accurately. As a result, Affirm must decline ************'s request to remove this loan from credit reporting. 
  
  Affirm has not received any direct contact from ************ reporting that the Walmart.com loan associated with his account was not authorized. 
  
  In order to investigate this matter further, Affirm asks ************ to complete an affidavit to provide further information related to his claim. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************ of the outcome within 30 days. To do so, please see the following link: ******************************************************************************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported. 
  
  In the event that ************ has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21049939
  
  I am rejecting this response because: The account is fraudulent. I have on 2 separate occasions disputed this account with ********************** & two credit bureaus. Affirm is providing false & fraudulent information & reporting that information to the credit bureaus.  This is a direct violation of the fair credit act. The fraudulent account needs to be removed immediately. 
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Mr. ***** BBB Rebuttal which states his continued concerns with credit reporting and unauthorized activity.
  
  While investigating his complaint, Affirm found that he has not reached out directly as previously advised.
  
  In order to investigate this matter further, Affirm asks ************ to complete an affidavit to provide further information related to his claim. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************ of the outcome within 30 days. To do so, please see the following link: ******************************************************************************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported.
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Additionally, Affirm currently only reports repayment activity to Experian, but may report to other credit bureaus in the future. At this time, Affirm can confirm that the repayment history for this loan is being accurately reported. As such, Affirm must respectfully decline his request to remove the loan from reporting.
  
  Furthermore, Affirm assures that him that they comply with all requirements of the Fair Credit Reporting Act ("FCRA"). He can view Affirm's Terms of Service can be found here: **************************************
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via email.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21049939
  
  I am rejecting this response because: The information you have provided in response to this complaint is wrong. I have attached my *** Identity theft affidavit to this claim again, and to the email I sent to customer care as well to ********************* on Dec 18th & 20th 2023. I have included the *** Affidavit and the email communicating this fraudulent account that ********************** knowing is reporting falsely after many attempts to communicate fraud to Affirm. Clear violation of my rights. 
  

   

  Best,
  
  **** Hemp

• Initial Complaint

  Date:12/23/2023

  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 has 0 consumer protection.I was scammed on Eldorado.gg for $154, the digital good I was sold was proven to be stolen and the seller was not the original owner. I immediately disputed it and had my account disabled on Eldorado's website, locking me out from any access to even the stolen digital good as I could not log in anymore.I reported all of this to affirm and they somehow sided with Eldorado, saying they were within policy. I can't even access anything anymore, not what I bought(even though it's stolen), or anything. Eldorado's policy is to lock accounts that chargeback, not outright close and disable them which I assume they did so I couldn't gather evidence of the account being stolen.I sent all of Eldorado's policies to affirm and all they could reply to me with is "Eldorado is wtihin policy" LMAO. No they aren't, I sent direct evidence of them violating their own policy step 1 by disabling my account and practically deleting it off their website.

  

  Business Response

  Date: 01/10/2024

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which states he is not satisfied with the dispute adjudication for his EldoradoGG loan.
  
  Affirm's records indicate that loan AVFF-760H was processed on October 26, 2023 for a purchase with the merchant, EldoradoGG, in the amount of $146.49. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $51.52 due on the 26th of each month. 
  
  He first reached out to Affirm via phone on October 29, 2023. He explained to the Affirm agent that he did not have access to his product and that he found out it was a stolen good and the original owner took it back. The Affirm agent escalated his case for a further review. 
  
  On October 30, 2023, Affirm contacted ******************** and requested further evidence and information. He replied with this on October 31, 2023. He reached out on November 16, 2023, for an update through  Affirms chat service where the Affirm agent advised that the appropriate department had his case and was still waiting further review. 
  
  On November 30, 2023 Affirm requested from ******************** some more specific details that Affirms virtual card processor needed to continue with the investigation. ******************** promptly replied the same day. Affirm confirmed that we had sent all his evidence and detailed information to the virtual card processor as that is who conducts these disputes. 
  
  On December 21, 2023, Affirm contacted ******************** and advised him that the investigation was found in the merchants favor. It was found that the merchant is working within their policy.
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  In the event that he has any further questions, Affirm encourages him to reach out directly through ****************************************************.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item using affirm back in August I never got my item and I contacted affirm to dispute it. I've sent everything they asked for the invoice, order number, ** emails showing trying to contact the company and everything else. I attached everything and ever since August to now December I still haven't gotten help from Affirm they keep asking me for the exact same information that I attached and sent them more than 5 times to no resolution

  

  Business Response

  Date: 01/08/2024

  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.
  
  In reviewing ******************** complaint, we were unable to locate an affirm account with the information she provided in her complaint.
  
  Affirm is unable to provide any details unless we are able to verify the information to an account as we take the security of all Affirm customers very seriously. Affirm kindly asks that **************** please call or reach out to Affirm directly with regards to her concerns so we may further assist.
  
  In the event that **************** has any further questions or concerns, we encourage for her to call ************ between the hours of 7AM to 10PM ** seven days a week or by visiting our *********** via ****************************************************.