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:12/21/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I frequently used the Affirm service to purchase goods for myself and others including trips. I've had no issues with the good and services until now. I have paid off multiple loans through Affirm as well. In November 2023 I received a suspicious call and reported it to the Affirm fraudulent activity department. They locked my account and initiated an investigation. It was about a month later in December 2023 that I received an email stating that they completed the investigation and no fraudulent activity was found. So I called to verify my identity and was told by customer care that they would escalate my identity verification to a different department and I would get another email in 3 to 5 business days in order to complete my identity verification. A few days later I received the email and completed the process of taking photos of my ID and a photo selfie to upload to Affirm. I waited a few more days to see if I could access my account and it was successfull. I went back onto the app and tried to make a purchase and was denied for any new loans. I received an email stating that the reason for denial was the inability to confirm my identity. I wondered how this was possible since I had sent them what they asked for. I have tried contacting Affirm customer care and it's always the same response. They say they can't help because it's not allowing them access to my account information. So I get told again and again that I need to wait another 3 to 5 business days for another email to explain why I can't access or use the services like I did before. I feel that this is bad business practice because none of this situation was caused by actions of my own. I would like to continue using Affirm but I will cancel my account if I'm unable to rectify my account and be able to make future purchases.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed his complaint, which states he was informed of a loan that fraudulently attempted on his Affirm account and he has not been able to use his account. 
   
  He first contacted Affirm on November 20, 2023, through the ************ He advised that he had received a phone call from Affirm That there was possible fraudulent activity on his account. The next day on November 21, 2023, Affirm followed up with him and explained that we had blocked the account and that an investigation could take up to 30 days. 
  
  He reached out by phone on November 25, 2023, by phone and told the Affirm agent he was aware his account was experiencing potential fraud but that he wanted to still be able to use it and couldnt. The agent escalated his request further. On December 15, 2023, Affirms Account Safety Team advised **************** that we were closing the investigation in his favor and that no fraudulent activity had taken place. 
  
  Affirm sent **************** a request for him to complete a secure link to verify his identity on December 22, 2023. The account was resecured on December 26, 2023, and since then **************** has been able to take out new loans. 
  
  We appreciate his patience and cooperation while we worked on this for him. 
   
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/05/2024

  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:12/21/2023

  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 had a loan 9ODD-DI2W I had a refund from NEX for $59.99. A email was sent to me on Tuesday, 19Dec that I needed to let them know which loan to apply my $59.99 refund to. I contacted them and told them 9ODD-DI2W, but there was only $45.99 left on the balance of my loan. They closed out my loan but decided to KEEP the remaining refund amount of $14.00!!!! I contacted customer service today, Thursday *****, they had to open a case - seriously- they have to open a case (********) to give me back my money! Thats fraudulent in keeping returned money from the merchant thats supposed to go to the customer! I am supposed to get back $14.00 because my refund from NEX was more than the balance owed.

  

  Business Response

  Date: 01/04/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states his request of a refund towards an Affirm Card loan.
  
  Affirm's records indicate that on November 24, 2023, Affirm Card loan 9ODD-DI2W processed with the merchant, Nex for a purchase in the amount of $340.00. He agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $62.14.
  
  There were refunds in the amount of $280.01 on November 28, 2023, $14.00 on December 10, 2023 and $45.99 on December 20, 2023 which settled the loan.
  
  On December 21, 2023, **************** contacted Affirm inquiring about the refunds owed towards the loan. He was advised that his request would be escalated. On December 30, 2023, Affirm sent **************** an email stating that the loan was fully refunded and he is no longer responsible for 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:12/21/2023

  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 have been using affirm since 2021 and have paid all my loans off. I have recently received an email stating that I was not approved for an application because of external debt. It also reflected that the amount was to high pertaining to an open loan I currently have. This is all not true and I truly dont appreciate having wrong information titled to my name or credit history. I have only one account open that is not due until Jan 11 and I owe is *****. The supervisor this morning name *** was not helpful at all and I refused to give me corporate information so I can report fraud information they have on my name and account. Like I have spent over 800 to you guys company and to have fraud attached to my name is so unfair

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states she recently applied for a loan but was denied and she believes the denial is inaccurate. 
  
  ****************** reached out to Affirm on December 21, 2023 to ask why she was showing a denial for a loan she applied for when she has paid all of her loans in full and only has one current loan with a small balance. In speaking with the Affirm agent they explained that per the declination it showed she had too much external debt and that if she would like further information she could click the link provided in her notification. In clicking into the link, ****************** reviewed the adviser action notice and stated that this did not make sense and wanted to eventually speak to a supervisor. 
  
  She was connected to an Affirm supervisor and they reviewed and provided her the same information on why the loan was denied. 
  
  Affirm considers multiple factors when considering a loan application. The number of accounts that a customer has open or the amount of debt they have with other creditors may impact our ability to approve a loan. The information used to make this determination is obtained directly from the credit bureaus as well. 
  
  Additional factors when determining whether we can approve a loan request is their credit history, and their repayment history with Affirm if applicable. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:12/20/2023

  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 my loan off on time, with ZERO late payments, and my credit score DROPPED 27 points. Id Love an explanation, but they never gave me anything. I cant dispute it, because ALL PAYMENTS WERE ON TIME.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity in responding to ******************' BBB complaint. Affirm has reviewed her complaint which states her concerns with how a recently paid off loan is impacting her credit report.
  
  Affirm's records indicate that on October 23, 2023, ****************** obtained loan TV5Q-ASGA for a purchase with the merchant, Wayfair in the amount of $392.30. She agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $119.30 and 12 monthly payments of $26.61.
  
  Affirm's records further indicate that she completed an early payoff on November 13, 2023.
  
  Please be aware that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus. This information is available on Affirm's Terms of Service, which ****************** agreed to each time she created a new loan.
  
  Affirm records show that the loan has been reported as paid in full on her Experian credit report. Additionally, the reporting is accurate and we are unable to comply with her request to not report loan information to Experian.
  
  If ****************** wishes to contact Experian to ask questions about how the information Affirm shares is reflected and interpreted on her credit report, we ask for her to please call their customer service at **************.
  
  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 ****************************************************.
  
  

• Initial Complaint

  Date:12/20/2023

  Type:Delivery 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.

  Original loan amount was for $1,160.00 under Loan ID: B0JW-RBNG. ******** had out of stock items, the proof that I have from the merchant is an order total of $462.77. The business sends out a loan confirmation email dated 12/18/23 claiming they will make any appropriate loan adjustments on 1/5/24. Why is the business waiting so long to adjust the loan? Isn't interest accruing? Proof of the purchase amount is attached.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint, which states his concerns with loan B0JW-RBNG and a partial refund. 
  
  Affirm's records indicate that loan B0JW-RBNG was processed on December 18, 2023, with *********************** in the amount of $1,160.00. **************** agreed to repayment terms of 12 monthly installments of $116.53 at an APR of 35.98%. 
  
  Upon reviewing her complaint, Affirm found that a partial refund of $697.23 was applied towards the loan balance on January 03, 2024. 
  
  Please note, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end. 
  
  Affirm would like to thank **************** for her patience with this matter. In the event she has any further questions or concerns, Affirm encourages her to reach out to ****************************************************

• Initial Complaint

  Date:12/20/2023

  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.

  September 20, 2023, I received my inflatable spa through wave spa. September 24, 25th 26. I requested a refund due to the defective pump. I also sent videos of the pump. I reminded them of their 30 day policy refund. On October 8 2023; received 2nd pump. Set up new pump on November 1st used spa once, let the pump run through the night, the next morning within the first week of November, pump was no longer workingvideo was sent around the 10th of November again requesting a refund for another defective pump. November 16th 2023, wave spa is refusing to acknowledge my email I sent them on November 10th 2023 along with the new video of defective pump. I have contacted Affirm in regards to this matter and requested a dispute settlement. Affirm will not acknowledge my dispute, but rather send me continued generic letters since September, that they are working on the case. According to Affirms policy, if you are not able to resolve dispute with merchant, affirm will investigate and handle the dispute. Affirm refuses to deal with the dispute, and sends me a billing statement for an item I no longer have.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to ************** BBB complaint, which states her frustration with her order with Wave Spas and the merchant dispute process.
  
  Affirm's records indicate that loan R0II-HJYZ  was processed on September 12, 2023, with Wave Spas in the amount of $614.16. ************ agreed to repayment terms of 12 monthly installments of $53.12 at an APR of ****%. The loan received 3 payments and was settled on December 26, 2023.
  
  On September 19, 2023, ************ reached out to Affirm stating there were issues with her order. On October 05,2023, the ************* team reached out to her and requesting additional pieces of evidence to substantiate her claim. ************ responded and on November 16, 2023, ************ submitted videos of her order. 
  
  The team then reached out to the merchant for additional information. The merchant responded on November 30, 2023 confirming they had sent her a replacement part and explaining that the item was not faulty. 
  
  On December 04, 2023, the team completed their investigation and ************ was found responsible for the loan and repayment. 
  
  At this time, Affirm advises to contact the merchant Wave Spas directly for further assistance. 
  
  Please note, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end. 
  
  In the event ************ has any further questions or concerns, Affirm encourages her to reach out to ****************************************************
  
  

  Customer Answer

  Date: 01/10/2024

  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:12/20/2023

  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.

  A firm states that I use them to pay for Royal Caribbean cruise. I was on Royal Caribbean cruise website. I looked into Affirm. I never asked for any payment assistance, card, or loan when booking and checking out through Royal Caribbeans website. I paid Royal Caribbean with my credit card. I have been dealing with Affirm since the end of August. I have been on the phone with Royal Caribbean and Affirm three-way Affirm is insistent that they paid Royal Caribbean. Royal Caribbean has done an investigation and has no evidence of any payment received from Affirm, but they do have evidence of my credit card use to pay for the cruise. I have emailed 6 times to Affirm. I have called on 7 occasions. Half the time I cant get a response, the other half. they said theyre gonna investigate. They have yet to investigate. Affirm first said it was paid by Affirm through a virtual credit card ending in the number of **** which Royal Caribbean has all this information as well. Recorded on the phone. I feel like this is a very fraudulent and unprofessional entity,. I never signed anything. I never approved anything, nor did I ever pay with Affirm. They cannot show me any evidence of me applying for any loan, card, or whatever you wanna call it. I need your assistance in helping me resolve this issue with the firm. Thank you.

  

  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 have a loan refunded and removed from  her credit report.
  
  Affirm's records indicate that on July 31, 2023, loan QNK6-AN2A processed for a purchase with the merchant, Royal Caribbean for $2,750.78. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $268.28. On August 16, 2023, the merchant provided a partial refund of $279.78. Due to having a past due balance for more than 120 days, the loan charged off on December 30, 2023.
  
  On September 2, 2023, ************** contacted Affirm indicating that she did not obtain a loan with Affirm for this purchase. Affirm advised her request would be escalated to the appropriate team.
  
  On October 16, 2023, Affirm's Account Safety Team sent ************** an email advising her that upon review of her claim and the details of her account, she was found to be responsible for the loan. A fraud affidavit form was sent to her to complete and return in the event that she wanted to refute the decision. She was advised that once it was received the investigation could take up to 30 days to be completed.
  
  Later that day on October 16, 2023, Affirm sent ************** an email requesting for more information showing that she was owed a refund towards the loan by the merchant. ************** replied to the email reiterating that she did not use Affirm for her purchase but did not provide the requested information.
  
  On October 23, 2023, Affirm sent her an email advising that a dispute was escalated with Affirm's payment processor to determine if she was owed a refund.
  
  On November 23, 2023, Affirm sent ************** an email advising her that dispute was closed and it was determined that no additional refunds were owed towards her loan. Please note, Affirm simply manages the financing of **************' purchase and this dispute process is ultimately decided based on the merchants policy. We ask for ************** to contact the merchant directly with regards to any refunds that *** be owed towards loan QNK6-AN2A.
  
  On November 26 and December 20, 2023, Affirm received FCRA disputes in which ************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes after confirming the information being reported to the credit bureaus is 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 **************' request to remove credit reporting for loan QNK6-AN2A.
  
  Along with our response, we have attached **************' loan verification document and terms in lending agreement. Together, these documents validate **************' loan.
  
  We apologize for any frustration this situation *** have cause for **************. In the event that she has any further questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:12/20/2023

  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 ordered products through a vendor, Classylearherjackets.com, that utilized Affirm as their only form of payment. After purchasing, I received information from Affirm that I was being charged, but no confirmation of merchandise or shipping from the vendor. I contacted the vendor through their phone number (waited on hold 3 plus hours and then was disconnected, called again, 2 hours, same result), emailed the vendor, and used the chat function for the vendor with no reply. After multiple attempts to confirm my order with the vendor, I had a reply days later through the chat function. They could not provide a tracking number or even tell me what I had ordered after receiving the order number and confirmation. Realizing this was a scam, I contacted Affirm, provided screenshots and all evidence that this was a scam who would not provide the purchased merchandise. I showed my screenshots with customer service, my receipt of purchase with items, and my attempts to contact the vendor. All of this should have been within guidelines for Affirm to contest the charge. However, the only reply I have received was someone from Affirm demanding additional evidence that I have received no merchandise this is absurd. The vendor will provide no tracking number, the vendor cannot match my receipt to any kind of record and makes no reply. There is no merchandise. I followed Affirms guidelines for contesting a charge and provided all information I have. If they are going to act as a purchaser then they need to have ways of monitoring the vendors they contract with and should be responsible for holding those vendors accountable. I will not pay Affirm for what amounts to a scam with no merchandise or available customer service. They need to have standards and practices that respond quickly and make certain they are not contracting with scammers and non legitimate businesses. And when I provide all available documents, I should not be asked to prove more.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed the complaint, which states he believes this merchant to be a scam and has not received his product. 
  
  Affirm's records indicate that loan 47TD-J8F5 was processed on November 29, 2023 for a purchase with the merchant, Chanluu, in the amount of $515.00. This loan has terms of ****% Annual Percentage Rate (APR) and 3 monthly payments of $171.67 due on the 29th of each month.
   
  ********************** first contacted Affirm through the *********** on December 1, 2023, where he explained that he had yet to receive his order and he was concerned this merchant may be a scam. Affirm followed up with him on December 11, 2023, with a request for further information and also reached out to the merchant requesting the same. ********************** did provide evidence but advised he had no tracking due to the merchant would not provide it to him. 
  
  On December 27, 2023, Affirm notified him that the dispute was closed in his favor. If he logs into his Affirm account he will see that he is no longer responsible for this loan. We appreciate his patience while we worked to resolve this concern. 
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  Affirm is not issuing my refunds correctly. I have a bank account with ***** ending in ****. The account has been closed since 12.13.23. Affirm tried to issue me a refund for $265.38 to a closed account but it failed. I got an email saying I can update my bank. I do this and when I call in to get help, I am given the third degree. When I called in today, the company was trying to say they wanted to apply my refund to another loan. But I said no. That is my legal cash money refund and I want it issued to my new bank account. I have a second refund coming and I told them the refund either needs to come to my new bank that they have on file or come in the form of a check. They keep pretending they are escalating the issue but I never hear anything back. With this company, you have to follow up week after week because they don't handle your money correct. I have two refunds that need to be reissued to my bank account because it was sent to a closed account. When money is sent to a closed account, it will bounce back to the sender and sit with the sender. I don't want my money to sit. I want it to go to my bank account ending ********************* the various phone calls I had with the team over the last two days.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed the complaint, which states she had a refund that was due, but it kept declining due to her old bank account being linked to her Affirm Card.
  
  Affirm's records indicate a purchase was made with the Affirm Card with the merchant Spencersonline.Com on August 3, 2023 in the amount of $265.38. A refund was due to the loan for the same amount and on December 15, 2023, a refund of $265.38, failed due to the bank account linked to the ********************** Card no longer being active.
  
  **************** reached out to Affirm via phone on December 19, 2023, and explained that she was expecting a refund and if it could not be processed then to please send her a refund by check. The Affirm agent advised they would send the request to be reviewed. Affirm sent a notice the same day that the refund could not be processed.
  
  On December 20, 2023, Affirm advised her that she is able to initiate the refund on her end if it does not happen automatically. She replied stating that she did not have the option to do it herself and it has not happened yet. She called in the same day and asked to speak to a supervisor who escalated the case one more time to see if we could push the refund through.
  
  On December 21, 2023, Affirm reached out to **************** and let her know we had processed the $265.38 refund to her Affirm Card and she would see it reflected in her bank account within **** business days. She replied to the same day and stated she did not see it yet and we advised that we had just processed the refund ad to allow minimum until the following day to see it showing on the Affirm Card timeline.
  
  The refund was processed officially on December 22, 2023, for $265.38. Affirm followed up with her on December 28, 2023, to advise her that the refund showed successful.
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21035911
  
  I am rejecting this response because: the company withheld the refund and there is no record of this communication 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal, which states her concern regarding the refund to her linked bank account. 
  
  
  Affirm can confirm that a follow up was sent to **************** via secure messaging on December 28, 2023 informing her that her refund had been successfully processed back to her linked account on December 22, 2023. 
  
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  Someone went into ******* and took out a loan in my name with a company named AFFIRM to pay for an apple watch. I then received a bill from Affirm. I called Affirm and reported that this was fraudulent and they emailed to say that I am responsible for the payment unless I have additional documentation to provide (email attached). How would I have any additional documentation when I never went in the store, etc? It would seem to me that Affirm should be providing me with documentation. What did they in due diligence to verify the information from the person who did this? One thing I can say is that I received a call from ******* to confirm that I had just changed my address and added a new phone line. I told them no and that this was fraudulent, but I dont have documentation since they called me. Assistance in resolving the issue, preventing damage to my credit score and preventing this issue for others would be greatly appreciated.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states she did not make the purchase on her Affirm account with Walmart. 
  
  Affirm's records indicate that loan WD3B-MR3F was processed on November 27, 2023 for a purchase with the merchant, ******** in the amount of $879.60. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $44.98 due on the 27th of each month. This loan currently reflects an overdue amount as of January 5, 2023, for $4498. The next payment due is on January 27, **** for $44.98.  
  
  ************ first contacted Affirm on November 26, 2023 by reaching out by phone, in speaking with the Affirm agent she explained that this loan was not authorized and the Affirm agent offered to escalate her request for further review. On December 20,2023, Affirms Account Safety team advised her that we have investigated and found her responsible for the loan. 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.
  
  Within this same communication Affirm requested that she complete the webform for further investigation. She replied to Affirm through Affirms *********** on December 26, 2023 stating she was having issue with the webform and accessing the affidavit.  
  
  If she still believes this loan was unauthorized, she is encouraged to try to complete Affirm's webform once again 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: ************************************************************************************************************
  
  If the webform is still not successful she may send in any documentation she has to substantiate her claim. It can be emailed to *************************************** and she may reference case number 25075569. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.
  
  

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21035785
  
  I am rejecting this response because:

  It does not acknowledge that I called the company on December 26th to get help finding the webform. I spoke to ****** who told me that I no longer had to submit the webform, that she was elevating the issue on my behalf and that I should expect to hear back within 3-5 days.  I did not hear anything from the company.

  This response though did provide the link for the webform which I have now submitted.  I have emailed the same information to the email that was provided in the BBB response so that I could also include documents submitted and received from the ************************ (FTC). 

  I am requesting a rapid resolution to this matter.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ************** BBB rebuttal complaint. Affirm has reviewed her complaint, which states she did not make the purchase on her Affirm account with Walmart.
  
  Affirm's records indicate that loan WD3B-MR3F was processed on November 27, 2023 for a purchase with the merchant, ******** in the amount of $879.60. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $44.98 due on the 27th of each month. This loan currently reflects an overdue amount as of January 5, 2023, for $4498. The next payment due is on January 27, **** for $44.98.
  
  Affirm has reviewed and we received her evidence she sent in on January 5, ****. As of January 12, ****, Affirm has requested that our Account Safety team review her claim and evidence. As soon as they have an opportunity they will be in contact with her. Unless she has any new evidence to support her claim, she is not required at this time to send in anything further. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.