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:12/22/2023

  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.

  My name is ************************* Im a customer of credit pay monthly service. I received a email at ************************ from Affirm.com of a Thanksgiving Black Friday Promotion that if i buy a gift card of $100 or more Affirm will pay the first payment of $15 on December 21st 2023. So right away I clicked claim it took me straight to my affirm account I add my password and brought a Marshalls gift card on December 21st 2023 same day. Loan Id number ********* The amount is $15.07 to get the gift so my first monthly payment started Dec 21 2023 of $15.07. Affirm didnt own up to their promise they did not pay. I received an email reminder me to pay on December 21st 2023 I called right away i spoke with agent at affirm they said that the email was fake. I then spoke with a supervisor name ************* also said they will not pay and said the email was fake and its not a fake email I was able to click claim it and it took me straight to the affirm app account using my password to enter. The agent and supervisor **** gave me the run around. Im so disappointed with this company and I want them to pay me $15 of what they promised to supply. I filed a complaint with them and thats when I spoke to the supervisor Name ****.

  

  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 for a $15.00 promotion to be applied towards her Affirm gift Card loan.
  
  Affirm's records indicate that on November 21, 2023, ************ obtained loan 18QM-1WTS for a purchase in the amount of $150.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $15.07.
  
  On December 21, 2023, ************ contacted Affirm inquiring about having her loan adjusted for a promotion that would have taken $15.00 off of her purchase. She was advised that her request would be escalated.
  
  On January 3, ****, Affirm provided a partial refund of $15.00 towards the loan and an email was sent to her advising her of this.
  
  We apologize 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.

  Customer Answer

  Date: 01/08/2024

  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:12/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got approved for an affirm loan to purchase a product from Sideshow collectable. the purchase did not went thru. since there is no purchase from the vendor, I asked affirm to cancel the loan for which they are making a deal not to cancel. also they are asking me for a document of cancellation for an order that was never completed, so the vendor has no records. all I need is to get the loan cancel, since there was no purchase but I am getting the long story and no help

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his concerns with having a loan cancelled.
  
  Affirm's records indicate that on December 7, 2023, ************** submitted an application that was approved for loan CP8I-RBUJ for a purchase with the merchant, Sideshow in the amount of $414.62. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $36.58. Affirm sent him an email advising that the loan was being processed and an email would be sent once the loan was confirmed by the merchant.
  
  On December 20, 2023, ************** contacted Affirm indicating the merchant did not have records of the purchase and requested for the loan to be cancelled. Affirm requested for him to send in evidence from the merchant showing the purchase was cancelled. On December 22, 2023, ************** forwarded an email from the merchant showing there were no records of the purchase.
  
  On December 26, 2023, Affirm sent ************** an email advising him that the loan was cancelled and that he would not be responsible for the repayment of the loan.
  
  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:12/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an loan ***** for Amazon. I return one of the items and Amazon refunded Affirm *****. I waited the 45 days for my refund and I never received it, I have call and email the company and all they tell me I have to wait another 3 to 5 days for assistance. Attached you will find the loan amount I paid in full, email confirmation they stated they paid in my listed bank account, I have attached my ************ statement to show proof I never received the refund. I also will attached the virtual card that Affirm lock so I am unable to use it. I know this is a small amount but I am *********** my refund.

  

  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 her Affirm Card loan.
  
  Affirm's records indicate that on October 2, 2023, Affirm card loan L7P4-S76U processed for a purchase in the amount of $59.50. ************ agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $5.98. ************ paid off the loan on November 30 2023.
  
  After paying off the loan, ************ contacted Affirm requesting for the loan to be refunded for $23.53. On December 2, 2023, Affirm sent ************ confirming that there is a refund in the amount of $23.53 owed to her but due to technical issues, the refund is still pending.
  
  On December 13, 2023, ************ contacted Affirm requesting for an update to her request. On December 14, 2023, Affirm advised ************ that her request was being escalated to the appropriate team. Currently, our technical team is still reviewing her refund request and Affirm will reach out to ************ directly when more information becomes available.
  
  We sincerely apologize for any frustration this situation may have caused for ************. In the event that she has any additional questions in the interim, we ask for her to contact Affirm directly via ****************************************************.

  Customer Answer

  Date: 01/09/2024

  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:12/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item back in June of 2022 with a shop called Sure Thing Toys. I paid through Affirm (Loan JNZN-EYGS) and completed 4 payments of $18.15 for a total of $72.60. On November 15, 2023 Sure Thing Toys issued me a full refund of $72.60 for not being able to delivery the item to me on time. The refund is issued through to Affirm but they are NOT giving me my refund. Instead of refunding it to my original payment method which is a credit card they are opting to send out a check on Nov 24, 2023. We are now almost past an entire month and NO refund has been received or even issued! I have called numerous times about this and all they tell me is to just wait. They keep telling me they have not even sent out the refund check yet. Well I've waited a month now, I am due my rightful refund. What is going on? Why are you refusing to send out my refund??? Why does no one have any answers? Stop holding my money hostage! The shop has done their part and fully refunded but Affirm refuses to release the money due to me!!! This is theft!

  

  Business Response

  Date: 01/09/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concern with not receiving her refund by check or her loan with Sure Thing Toys.
  
  Affirm's records indicate that loan JNZN-EYGS was processed on June 2, 2022 for a purchase with the merchant, Sure Thing Toys, in the amount of $72.60. This loan has terms of ****% Annual Percentage Rate (APR) and 3 biweekly payments. This loan received a full refund for $72.60 on November 15, 2023. Because of the length of time from when the loan was processed to the time of the refund, this resulted in a refund by check being processed. The check was processed and sent to ************ on November 24, 2023 and can take up to 30 days to be received. 
  
  She contacted Affirm by phone on December 12, 2023 and explained that she had yet to receive her refund by check that was expected. The Affirm agent advised it can take up to 30 days but escalated her request. She called for an update on December 18, 2023 and the Affirm agent escalated her request again. 
  
  ************ reached out again on December 22, 2023 via the Affirm *********** to explain yet again that she has not received her check. She was advised the same day that the check had been sent on November 24, 2023 and she replied that she doesn't have it. She contacted Affirm again through the Affirm *********** on December 22, 2023, to advise that she still does not have it and would like a resolution. 
  
  Affirm followed up on December 24, 2023, and asked her to please confirm her address. On December 30, 2023, Affirm advised her that her check had been sent to the address on  ****************. She replied and stated that was the incorrect address and it needed to be sent to the address on Birchview Ct. 
  
  Affirm reached out to the customer refunds team on January 2, ****, and requested the original check be voided and a new check be sent. This was confirmed and as of January 5, ****, the check has been voided, and the new address has been updated. The new check was being mailed out the same week to the updated address which ************ was advised on January 5, ****. 
  
  We sincerely apologize for the delay and for any frustration this has caused ************* 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/14/2024

  Better Business Bureau:
  

  I have received the check by mail now. But I want on record that the address error and mistake was on Affirm's end and not mine. December 23, 2023 and December 30, 2023 Affirm's response is a lie in that they asked me to confirm my address. I have included photos of the conversation where it is in fact ME who kept asking Affirm to confirm the address where they sent out my refund check. I requested address confirmation on December 23, 2023 with NO response so I had to asked them again on December 30,2023 to confirm my address. AFFIRM apparently made a mistake and sent the check out to the incorrect address which was baffling because on BOTH Affirm and ShopPay side my address was corrected years ago. Years ago I had changed my address to no longer be **************** and it even showed my correct address being set as the default on ShopPay side while Affirm only had 1 address on file which is my correct one. I don't understand how they could have possibly sent out the check to the wrong address. It's very negligent of them. There is no way this is only happening to me, this absolutely happening to other customers as well. They need to fix whatever their issues are internally.

  I have reviewed the response made by the business in reference to complaint ID ********, and aside from the blatant lie I had have responded to above, find that the rest of the resolution is satisfactory to me.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not liable for this debt with Affirm **** I do not have a contract with affirm. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 01/04/2024

  Thank you for the opportunity in responding to ****************************' BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan from his credit report.
  
  Affirm's records indicate that on June 2, 2022, **************************** obtained loan AW6K-0IF1 for a purchase with the merchant, 1StopBedrooms. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $82.31.
  
  He made payments of $82.31 each on the dates of July 2 and September 17, 2022. The loan charged off on January 1, 2023 due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party debt collector, ***********. They can be reached by calling **************.
  
  On August 26 and December 22, 2023, Affirm received FCRA dispute in which **************************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes and confirmed the information being reported to the credit bureaus was accurate.
  
  We have attached a copy of ****************************' loan verification document and terms in lending agreement with our response. Together, these documents verify ****************************' loan.
  
  In the event that he has any further questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my account with affrim yet they have destroyed my credit score and taken me to a collection agency Id like money back for the emotional stress that they put me through and destroy my credit I have proof I have paid off my account through my bank account

  

  Business Response

  Date: 01/04/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request to remove loans from her credit report.
  
  Affirm's records indicate that **************** has two loans with the merchant, Amazon.
  
  On May 2, 2023, Loan HKPV-EFZS (Order IDs: 113-7879174-4424222 and 113-8137650-8566655) for $361.88 with loan terms of *****% Annual Percentage Rate (APR), down payment of $54.29 and six monthly payments of $55.76. On December 6, 2023, **************** paid off the loan, but there were payments made 30 days past their due date.
  
  On June 30, 2023, Loan DQAQ-ARE8 (Order ID: ******************** processed for $307.48 with loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $55.75. Due to having a past due balance for more than 120 days, the loan charged off on November 28, 2023 and assigned to Affirm's partnered, third-party debt collector, **********. They can be reached by calling **************.
  
  On October 13, 2023, **************** called and spoke with Affirm stating that she was owed a refund after returning the item she purchased back to the merchant. Affirm advised her that no refunds were reflected and instructed for her to contact the merchant directly.
  
  As per Affirm's policy for merchant disputes, if a customer is unable to resolve the issue directly with the merchant, they will need to contact Affirm within 60 days from the loans processing date by going to ******************************************.
  
  Please note, Affirm simply manages the financing of your purchase. Order fulfillment, including refunds and cancellations, is the responsibility of the merchant. Affirms dispute process ultimately relies on the nature of the merchant's policies. Affirm is only able to provide any applicable refunds once applied by the merchant. We encourage for *************** to contact the merchant directly with regards to any refunds that *** be owed towards loan HKPV-EFZS.
  
  Between the dates of October 13 and November 19, 2023, Affirm received FCRA disputes in which **************** claims the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes after confirming that the information being reported to the credit bureaus was accurate.
  
  Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline ******************** request regarding her credit reporting for loans HKPV-EFZS and DQAQ-ARE8. Affirm is unable to provide any monetary compensation that she is requesting.
  
  
  In the event that **************** has any further questions, we ask that she contacts Affirm directly via ******************************************contact-us.
  
  

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Both of these disputes with the affirm I filed with their company, a firm had told me to contact booking.com and a firm had told me to contact Priceline in the rental car company I did all that they had told me to do they told me to ask the companies for a refund I did that the company never responded back to me or booking.com never responded back to me affirm never gave me the notification and when I looked up in their dispute notification all of a sudden now no notification I can't respond back to them, as I stated before affirm used to be a great company to do business with but they started getting shading and overcharging the consumers are never letting consumer have Fair practice even when they collect their money I get 10 to 20 calls in one day from affirm , told at the beginning if I had any disputes what alone that a firm will back me up and help me go after the company to see if the company was doing the loan fairly what is proves it to you that they they're not backing up the consumers, I reached out to the Fair trade commission who is still doing an investigation on a firm also I forgot the name of the other company that I reached out to that's got the wrong name they also doing an investigation on the phone

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint, which states his frustration with his purchase with booking.com and the merchant dispute process.
  
  Affirm's records indicate that loan G1FE-7B6W was processed on October 16, 2023 in the amount of $624.08. **************** agreed to repayment terms of a *****% APR to be paid over 12 monthly installments of $62.69. The loan received 2 timely payments on November 16, 2023 and December 16, 2023 but is currently overdue for November 17, 2023 and December 17, 2023. 
  
  On September 17, 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 October 17, 2023, the ************* team reached out to her and requesting additional pieces of evidence to substantiate his claim. **************** responded but did not submit any evidence that showed a refund was due. The team followed up with him on December 06, 2023, December 11, 2023 and December 16, 2023. 
  
  On December 22, 2023, the team completed their investigation and the case was closed in the merchants favor. **************** was found responsible for the loan and repayment. 
  
  Affirm did not receive evidence indicating Booking.com was working outside of their policy for the loan id *********.
  
  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 Booking.com directly for further assistance. 
  
  In the event **************** has any further questions or concerns, Affirm encourages him to reach out to ****************************************************
  
  

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21038846
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/21/2023

  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.

  Several months ago I had 2 orders placed through my Affirm account on Amazon. I have never used my Affirm account before, and I verified this with their customer service. They had ruled the transactions in my favor and assured me that they would be deleted from my account and credit reports. It's been over 2 months since then, and they keep calling, emailing, and texting to collect payment. I filed a police report as well. I now have Affirm on my credit as delinquent, and all they can say is give it more time, but it's already been 2 months. I need this resolved asap or I am going to seek legal counsel.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm reviewed her complaint which states her concerns with an unauthorized loan and credit reporting.
  
  Affirm's records indicate that loan 043G-ZUU1 was processed for the amount of $135.30 on September 06, 2023 with a 29.98%  APR to be paid over 12 monthly payments of $10.55. The loan required a downpayment which was paid on September 04, 2023.
  
  On September 18, 2023,  ************** reached out regarding the purchase, stating it was not authorized.  
  
  After careful review, the Account Safety team found that he was not responsible for the loan. The team informed them of the findings  on October 05, 2023.
  
   ************** was also informed that she would not be held responsible for the Affirm loan(s) made in her name, and if furnished, the loan(s) would be removed from her credit report in our next reporting cycle. The team advised her that most updates take ***** days, but in some circumstances may take longer.
  
  At this time, the case was escalated to the Account Safety team for review. The team will be reaching out to her directly with an update. 
  
  Affirm would like to thank ************** for her patience. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21042521
  
  I am rejecting this response because: I am still receiving calls, messages, and emails to collect payment far beyond the 60 day window they've set for resolution. The debt is now on my credit reports, and they are continuing to report delinquent payments.

  Also, there are 2 loans that were fraudulently taken out, not 1. They did say I wasn't responsible for both, but the fact that this has been going on for well over 2 months is unacceptable. I want them to stop reporting this to my credit so I can dispute it with the bureaus, and also delete my account altogether.

  I also wanted to add, it's way too easy to take a loan out in someone else's name if they get your phone number. All you have to do select Affirm during checkout, and there's no verification other than a text sent to the number. So if you change phone numbers and someone else gets it, they can access your account. There should be better security than this. That's quite embarrassing for a big company such as Affirm. Just please fix this, it's getting old and frustrating.

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

  

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to ****************' BBB rebuttal concerning her unauthorized activity claim. 
  
  Affirm can confirm that ************** is no longer responsible for the payments associated with the two Amazon loans on her account. As the loans were previously more than 120 days overdue, they were sold to Affirm's third party collections partner, *********************. Affirm is currently working with ********************* to ensure that ************** will not receive any further contact regarding these loans. 
  
  At this time, Affirm can confirm that ****************** loans are not being reported to the credit bureaus. 
  
  Affirm would like to apologize for any delay in resolving this matter and for any inconvenience that this issue has caused. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we went online to find a shed, the site was a scam we ordered a ;shed , the site asked if we wanted to finance through Affirm , we clicked ok but we did not receive a shed but AFFIRM says we owe them $1000 anyway

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request for a loan to be refunded and removed from her credit report.
  
  Affirm's records indicate that on June 13, 2023 **************** obtained loan 0A69-03JJ for a purchase with the merchant, *************************** LLC for a purchase in the amount of $950.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $90.58.
  
  Due to no payments being made and for having a past due balance, the loan was charged off on November 11, 2023. The loan was sent to Affirm's partnered, third-party debt collector, ***********.
  
  On June 27, 2023, **************** contacted Affirm indicating that she never received the item from the merchant and requested for the loan to be refunded. She was instructed to contact the merchant to confirm any applicable refunds.
  
  On July 13, 2023, **************** contacted Affirm requesting again for the loan to be refunded. Affirm sent **************** an email advising her request would be escalated.
  
  On July 28, 2023, Affirm sent **************** an email requesting for more information to confirm if any refunds were owed towards the loan. Regrettably, Affirm did not receive any of the requested evidence to confirm any refunds were owed.
  
  Upon receipt of ******************** BBB complaint, Affirm has begun the process of recalling the loan from ***********, providing a full refund towards the loan and to have it removed from ******************** credit report. Once this is completed, Affirm will contact **************** directly and she will not be responsible for repayment of loan 0A69-03JJ.
  
  We sincerely apologize for any frustration this situation may have caused for ************************** the event that she has any questions in the interim, we ask for her to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  company will not resolve issue with late payments that are impossible to pay, and not responding to my questions on how to fix it.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his frustration with making payments towards his loan.
  
  Affirm's records indicate that on December 3, 2023, ************ obtained loan IRI7-A4RX for a purchase with the merchant, Amazon in the amount of $26.61. He agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $26.61 and three bi-weekly payments of $26.61.
  
  Affirm's records further indicate that on December 14, 2023 ************ turned off autopay which prevented the first payment from being withdrawn. 
  
  On December 20, 2023, ************ called and spoke with Affirm inquiring about the first payment not being taken from his bank account. The agent speaking with ************ assisted ************ with enabling autopay resuming on January 1, ****. 
  
  On January 3, ****, ************ called and inquired about the status of his first payment. The agent speaking with him scheduled a payment to bring the account current. ********************** would like to advise that the final payment is scheduled via autopay set to post on January 15, ****.
  
  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. 
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any additional questions, we ask for him to contact Affirm directly via ****************************************************.