Complaints

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

close

Find a Location

Affirm.com has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2023

  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.

  I placed an order for shoes with **** on 11/26/23 for $336.71. I requested a virtual loan from Affirm for $345.00 in 12 monthly payments. I added the virtual card number to my PayPal account for payment to ****. Immediately after placing the order I attempted to cancel it, but received a message saying the order could not be cancelled at this time, to try again later. I then called Affirm to cancel the loan to make sure the order wasnt processed. ******* was very nice and told me he would be glad to cancel the pending loan for me. He assured me the loan was canceled and asked me check my account and make sure the loan was no longer showing as pending. At this point I was satisfied. When reviewing my checking account on 12/2/23, I saw a payment of $336.71 to Affirm. I was shocked and confused, I at no time have ever requested a loan with Affirm to be paid in full. I called to ask what the payment was for and to request a refund. ******* said she would open a case (nbr ********) and expedite it for and someone would follow up with me in 3-5 business days. I called Affirm again on 12/5/23, I spoke with a suprv, ****, he advised me that ******* that I spoke with on 11/26/23 did NOT cancel the loan for $345.00, he only canceled the 12 monthly payments. So when **** processed the order, it was paid in full in cash directly from my linked checking account for the actual amount of the order $336.71. I requested a refund for $336.71 back to my checking account and to have the original loan terms for for $345.00 in 12 payments reinstated. But after 4 calls Affirm has reinstated the loan for 12 months but they did NOT refund the original payment of $336.71 back to my checking account. So now I am being billed again Loan ID: *********. I spoke with a supervisor 12/19/23 who assured me he cancelled the loan, but in checking my account again he did not. Affirm is attempting to double bill me. Please help.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed the complaint, which states her concern with wanting her purchase to be split into installments and not fully charged on her bank account. 
   Affirm first heard from her on November 26, 2023, when she called in and asked if the order could be canceled. The order with her Affirm Card with PayPal was requested the same day it was made, to be canceled. The total reflects for $336.71. The Affirm agent she spoke with stated they could cancel the order and stated it was. 
   
  She later called in on December 2, 2023, to explain that the order was not canceled, and she had been charged the full $336.71 to her bank account. She also asked if this could be made into installment payments as she did not want to be charged the full amount now. The Affirm agent escalated her request for further review. 
   
  We followed up with her via secure message on December 5th, and December 7th, ************************************************************************ looking for an update on December 11, 2023 and we escalated the request one more time. On December 20, 2023, Affirm reached out to her to inform he that due to the loan being approved for a split, we were able to process the installment for a loan and also refunded her Affirm Card the same day for the full $336.71. Those refunds will ************** **** business days.    
   
  Affirm's records indicate that loan DDKX-027O was processed on December 20, 2023, in the amount of $345.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $34.66 due on the 20th of each month. The next payment is due on January 20, **** for $34.66. 
   
  We want to thank her for her patience and appreciate her cooperation while we resolved her concern. 
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been senting dispute letters in by mail and paying out of my pocket to the credit ******* for almost a year now. I havent gotten a response and I have sent it to Experian,Transunion, and Equifax. I have informed them of the incorrect information being reported with out my written permission to do so and they are sharing my information to other partys. When I check my credit it has accounts updated but never responed to my letters. 1) Affirm *** Account # ************** Progress Account #****************** TBOM Retail Acccount# ***********xxx 4) ****************** Account # *******

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint which states her concern with Affirm reporting her loan to the credit bureaus.
  
  Affirm's records indicate that loan KJ2P-JNBO was processed on September 20, 2021, for a purchase with Priceline in the amount of $243.99. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $23.78 due on the20th of each month. The loan was charged off due to being 120 days overdue on July 19, 2022. 
  
  The loan received 3 collections payments each for $55.51 on November 15, 2022, December 15, 2022, and January 19, 2023. As a result, of these payments, the loan was paid in full. The loan is being reported to the credit bureaus as paid in collections. 
  
  Affirm has not received direct contact from Ms. ****** regarding this concern, however, Affirm did receive two FCRA disputes on February 1, 2023 and October 9, 2023.  After investigation,  Affirm found the loan to be reporting accurately in the disputes.
  
  Affirm has provided a copy of Ms. ******* Truth in Lending Agreement on March 28, ************************************ section 17 Late payments, missed payments or other defaults on your loan may be reflected in your credit report and may impact your credit score.
  
  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 Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline ****************** request to remove credit reporting for loan KJ2P-JNBO.
  
  In the event she has any further questions or concerns, Mr. ****** is encouraged to reach out to *******************************************************************

• Initial Complaint

  Date:12/19/2023

  Type:Billing 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 was fraudulently charged from a company purple.com , I sent in a fraudulent claim afterl 7 phone conversations that affirm was going to investigate, I got an email from affirm stating I needed to call the company and dispute charge., there is al almost **** charge on my account which is not being handled , investigated or resolved although I'm getting alerts payment due from affirm?

  

  Business Response

  Date: 01/04/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding an unrecognized loan appearing on her account. 
  
  ********************** records indicate that the Purple loan associated with ****************** account  (ID ********** was processed on November 20, 2023 in the amount of $5,000.00 with 0.0% APR. The agreed-upon repayment terms were for 24 monthly installment payments of $208.33 beginning on December 20, 2023. No payments have been made towards the account to date. 
  
  On December 10, 2023, ************** contacted Affirm via the Affirm *********** to report the aforementioned loan as unauthorized. The Affirm ******** Care agent who initially replied requested additional information from ************** via Affirm's Secure Messaging Portal. ************** reached out again through the Affirm *********** on December 12, 2023 to report that the Purple loan appearing on her account was not authorized.  Affirm would like to apologize for the delay in reviewing ****************** claim. ************** contacted Affirm again on December 28, 2023 to request an update regarding her claim. 
  
  On January 3, ****, the Affirm Account Safety Team advised ************** via email that the unauthorized activity claim had been found in her favor. As a result, ************** is no longer responsible for any payments towards this loan.
  
  Restrictions on ****************** Affirm account have been placed to prevent any future loans from being obtained. The account will remain locked until ************** completes Affirms secure verification process. In order to proceed with this process, we encourage ************** to please call Affirm ******** Care  at ************. 
  
  Affirm thanks ************** for her patience with this matter. In the event that ************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;

  Customer Answer

  Date: 01/04/2024

  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:12/19/2023

  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 had made 5 payments of $115.03 for a trip with Priceline on the following dates: 5/1/23; 5/30/23; 6/29/23; 7/31/23; and 8/29/23. This totaled $575.15.I cancelled my trip on September 9th, way in advance on the cut off of October 4th. I was only refunded $494.94, a difference of $112.19. I have spoken with Affirm on numerous occasions and they keep telling me that its my banks fault. I went to my bank and they stated that they are not withholding any credits from this merchant. I advised Affirm of this, I have been talking with them about this issue since September 11th. They keep saying that they the will escalate the matter but I get no response. I am now in collections because of $34.20, which they cannot explain. Please investigate because ** getting nowhere with this or any valid information

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to ****************-Leashers BBB complaint. Affirm has reviewed the complaint, which states her concern with receiving a refund to her loan but not being refunded for all the payments she had made. 
  
  Affirm's records indicate that loan XZ9W-FEV4 was processed on March 29, 2023 for a purchase with the merchant, Priceline, in the amount of $636.14. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $115.03 due on the 29th of each month.

  
  This loan reflects that autopay was set up on March 27, 2023, with the card ending in *****. ******************************* made 5 payments of $115.03 on April 29th, May 29th, June 29th, July 29th and August 29th, 2023. On September 10, 2023 the loan was partially refund by Priceline for $607.29. 

  
  The loan reflects that the payment made for $113.03 on August 29th, 2023, was charged back. 
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on our records, these funds have not yet been returned to Affirm from ******************************* bank. Once her bank finishes its investigation, the funds may be returned to Affirm or back to ******************************* payment method depending on their adjudication.
  
  Because of those chargebacks, she is only seeing that on September 10, 2023, she received the 4 refunds, each for $115.03 and a payment for $34.82. This totals $494.94. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

  
  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21029995
  
  I am rejecting this response because:
  I have still not received the full amount of my refund. I only disputed the amount of $115.03 with my bank because of this. Affirms explanation does not make any sense at all as to why I did not receive what I evidently paid. I made 5 payments of $115.03 but was only refunded for 4 of them. Im not sure how much more clearly I can explain that to them. 
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************-Leashers BBB rebuttal complaint. Affirm has reviewed the complaint, which states her concern with receiving a refund to her loan but not being refunded for all the payments she had made. 
  
  
  Affirm has reviewed her request again. Please note, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on our records, these funds have not yet been returned to Affirm from ******************************* bank. Once her bank finishes its investigation, the funds may be returned to Affirm or back to ******************************* payment method depending on their adjudication.
  
  
  Because of those chargebacks, she is only seeing that on September 10, 2023, she received the 4 refunds, each for $115.03 and a payment for $34.82. This totals $494.94. 
  
  
  At this time we kidney ask that she please work with her banking institution further to resolve the issue as Affirm does not have access to the $115.03 due to the chargeback. 
  
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21029995
  
  I am rejecting this response because:
  I did not file a dispute with my bank until after I had spoken both to Affirm and Priceline that I did not receive a full refund. They both blamed each other and then my bank for holding the full refund. I contacted my bank and asked if they were holding the remaining balance I was owed and they assured me that that was not the case. I then called Affirm to let them know what the bank representative had told me and the Affirm representative still insisted that the citizens bank was still holding the remainder of my refund and I would have to deal with them directly. That is the only reason I placed the item in dispute. It was only after I could not get my full refund from Affirm, not before. Affirm keeps giving me the runaround and have now put me in collections and reported me to the credit bureau ruining my credit for $34.20. 
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:12/19/2023

  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 ATTEMPTED TO PURCHASE VEHICLE ***** FROM ******* ALTHOUGH WERE SHIPPED THE WRONG TYPE AND SIZE. I IMMEDIATELY RETURNED THEM TO THE SENDER PER *******S ADVISE VIA FED EX. I OBTAINED A RECEIPT FROM ******* STATING "NO BALANCE DUE" AND RETURNED A COPY TO AFFIRM, ALTHOUGH I CONTINUE TO RECEIVED THREATS OF REPORTING THIS TO MY CREDIT REPORT AND ISSUING ME ***** CES FOR THE ***** WHICH NO MONEY WAS TRANSFERRED. I HAVE SENT THE NOTIFICATION TO AFFIRM ALONG WITH PHONE CALLS THAT PUT ME ON HOLD FOR MORE THAN 30 MINUTES THEN TRANSFERRING TO VARIOUS ASSOCIATES, WITH NO RESULT. PLEASE READ CAREFULLY THE DOCUMENT FROM ******* AND CANCEL ALL NOTIFICATIONS TO CREDIT BUREAUS. THEN ADVISE ME OF SUCH ACTION. *****************************, US ARMY RETIRED.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which states his concern regarding his expected refund for a returned product. 
  
  Affirm records indicate that ******************** has had two ******* loans associated with his Affirm account. In the documentation provided with his complaint, ******************** references loan ID UDBU-IFOV, which was processed on July 24, 2023 in the amount of $624.88 with *****% APR. The agreed-upon repayment terms were for 18 monthly installment payments of $43.53 beginning on August 24, 2023. The loan was fully refunded by ******* on July 26, 2023. 
  
  ******************** provided documentation showing that ******* Order ID *************** was canceled, which is the order associated with the refunded loan referenced above. 
  
  ******************** has another ******* loan associated with his account; loan ID ********* was processed on July 27, 2023 in the amount of $700.59 with *****% APR. The agreed-upon repayment terms were for 18 monthly installment payments of $48.81 beginning on August 27, 2023. No payments have been made towards this loan and it became more than 120 days overdue. The loan was charged off on December 26, 2023, to Affirm's third party collections partner, **********, as a result. 
  
  On October 12, 2023, ******************** contacted Affirm to report that he had not received a refund for a product that was returned to the merchant. ******************** was asked to provide documentation regarding his loan and this was provided via email on October 24, 2023. The information provided by ******************** was related to the previously refunded loan UDBU-IFOV. However, Affirm reached out to ******* on ************************ behalf on November 21, ************************************ *********. ******* confirmed that the order associated with this loan had been delivered and no return had been initiated to date. As a result, ******* advised that no refund was due for the loan at this time. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  On December 18, 2023, ******************** was advised via Affirm's Secure Messaging Portal that he would remain responsible for the balance of his ******* loan, ID ********* as no evidence had been provided to support that the ******* order associated with this loan had been returned/canceled (Order ID ****************
  
  At this time, Affirm encourages ******************** to work directly with ******* directly to determine if any further investigation can be completed to determine the status of his returned item. If ******************** has any evidence to support that his items were returned, he is encouraged to send this to Affirm for further review by emailing ***************************************
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out to ****************************************************************;

• Initial Complaint

  Date:12/19/2023

  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.

  You are reporting fraudulent information on my credit report. ************** ******************** is showing a collection on my account. This is not my account and i never owe money to this company. I sent a debt validation letter to verified this debt. I have not received my sign signature, original contract or any information about this debt. By law after 30 days this account is not mine. It has been 45 days and this account is not mine. Cease and desist all reporting of this account asap. Stop calling me and harrassing me about the ************** ******************** account that is not mine. I have proved that this account is not mine. You are hereby put on notice that you are reporting a fraudulent account. Delete all these accounts accounts asap.

  

  Business Response

  Date: 01/04/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern that an unauthorized loan is being reported to the credit bureaus. 
  
  Affirm was unable to locate an account using the information provided in ******************** complaint. 
  
  In order to investigate this matter further, Affirm encourages **************** to complete an affidavit to provide further information related to her claim. 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: ******************************************************************************. 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. **************** is asked to use the phone number and/or email address associated with her Affirm account so that her account may be located. 
  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;

• Initial Complaint

  Date:12/19/2023

  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 placed an order using Affirm with Amazon on the Amazon App. The app froze and glitched and made a duplicate order. I contacted Amazon as soon as I could and the customer care there sadly lacked. Several phone calls and hours later a supervisor at Amazon was able to refund the second duplicate order. Unfortunately they refunded some of the duplicate items to the other duplicate loan not just one loan so I still had two loans and double interest. I tried to explain as simple as possible to affirms customer team but they were insistent amazon needed to amend this. Amazon was of no further help (their team kept hanging up on my calls). Contacted affirm again to have them fix this to one standing loan. They said to send all evidence to their *************************************** email. I did as they asked and no response or feedback was given from that email. They instead opened a case on their platform that was not allowing me to attach the same documents I already emailed over. I was done with their services and lack of care that I paid the loans and moved on to never using affirm again. Well, they are still doing sketchy stuff with my order because the interest was not removed like they stated and even though I paid off both loans and have confirmation, out of the blue their app is saying my payment is now past due on one of the duplicate loans despite my paying it off. Ill attach the documents of payment being received and paid off for loan MCC1-KV5L.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding her expected refund for a duplicate order.  
  
  Per Ms. **************** complaint, she has two Amazon loans for the same order and was expecting one of these loans to be refunded in full. Affirm records indicate that **************** Amazon loan (ID ********** was processed on October 25, 2023 in the amount of $152.58 with *****% APR. The agreed-upon repayment terms were for 3 monthly installment payments of $53.21 beginning on November 25, 2023. Amazon made two adjustments towards this loan on October 12, 2023 and October 25, 2023: $59.49, $12.99. **************** made two payments towards the loan to settle the payments: $53.21 on November 30, 2023 and $29.21 on December 8, 2023. In total, **************** made interest payments totaling $2.32 towards the loan. 
  
  ****************' second Amazon loan (ID ********** was processed on October 13, 2023 in the amount of $152.58 with *****% APR. The agreed-upon repayment terms were for 3 monthly installment payments of $53.21 beginning on November 13, 2023. Amazon made three adjustments towards this loan on October 12, 2023 and October 14, 2023: $36.39, $36.99 and $19.71.  **************** made two payments towards this loan: $53.21 on November 28, 2023 and $8.38 on December 8, 2023. These two payments initially settled the loan, but the payment made on November 28, 2023 was later charged-back by ****************' originating financial institution. As a result, this payment became overdue as it was disputed and returned to the originating financial institution., 
  
  On October 17, 2023, **************** contacted Affirm to report that she had not received the refund she was expecting for the duplicate order associated with her account. The responding Affirm ******** Care agent advised **************** to contact Amazon directly for more information related to the status of her expected refunds. On November 13, 2023, **************** contacted Affirm again to report that Amazon issued the refunds, but these were applied across both of the aforementioned loans rather than to one loan.
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. To that end, Affirm is unable to redirect refunds to another loan once they are issued by the merchant. 
  
  On November 15, 2023, a member of the Affirm ******** Care Team followed up with **************** via the Secure Messaging Portal to provide insight into the remaining balance of her loans following the refunds issued by the merchant. The responding agent provided **************** with her principal loan balances "minus any interest". This statement reflects the balance of the loan excluding any interest as the agent is unable to provide the specific amount of accrued interest as this accrues on a daily basis. The agent did not advise **************** that her interest payments would be refunded or credited. Affirm would like to apologize for any confusion that this may have caused. 
  
  At this time, Affirm has determined that no further refunds are due to **************** at this time. If **************** can provide evidence that an additional refund is due towards either of the loans mentioned above, she is encouraged to provide this by replying to the most recent message sent in the Secure Messaging Portal on December 13, 2023 within case ID ********. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21029415
  
  I am rejecting this response because:
  
  Affirm is not acknowledging that my loan was paid off in full and all the evidence including my bank statements and their automated emails stating as such. This complaint was about them trying to get more out of loan MCC1-KV5L despite it being paid off. This is not about the double loan issues as Ive already stated. This is about shady fraud happening. Evidence is there. Ill take this to whom ever I need to, to fix my credit or the media to make sure affirm is held accountable. Ill have to also involve the necessary help with dealing with these shady practices because of my learning disability. Ive attached the email PDFs confirming Loan MCC1-KV5L is paid off, and bank statement for the amount theyre claiming wasnt paid. Affirm is not thoroughly investigating my evidence, the loan ID and accounts paid is there in my PDFs.

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

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to ****************' BBB rebuttal which states her continued concerns with loan MCC1-KV5L.
  
  As previously explained, the loan has not been paid off and there is a remaining balance of $54.36 which **************** remains responsible for. 
  
  There had been 1 payment submitted on November 28, 2023 however **************** filed a  Chargeback on that payment for the amount of $53.21. When a payment has a pending chargeback, the money is not with Affirm, it is provisionally returned to the customer's bank while the claim is investigated. ****************' investigation is set to conclude by January 24, ****. As such, the remaining balance reflected on the loan is accurate.
  
  Once again, Affirm has determined that no further refunds are due to **************** at this time. If **************** can provide evidence that an additional refund is due towards either of the loans mentioned above, she is encouraged to provide this by replying to the most recent message sent in the Secure Messaging Portal on December 13, 2023 within case ID ********.
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21029415
  
  I am rejecting this response because:

  There was a chargeback from my husbands bank because affirm charged his account and mine when that payment processed. When I called affirm to discuss this matter that resulted in an overdraft fee on his account your service team said to call bank to charge back. The amount paid was $53.21 on my account, why would there be an amount owed for $54.59 now? 
  
  *******************

• Initial Complaint

  Date:12/19/2023

  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.

  Hello! I tried to sign into my account today and I am unable to. I saw a lot of people had issues with their account being reported fraudulent, so I didnt want to do anything to signal any red flags. I have my old account information, in addition to my new account information. The only things that need to be changed are my phone number and email. I no longer have access to either associated with my account.FOR PRIVACY, PLEASE EDIT/MODIFY THE FOLLOWING INFORMATION:Current account email and phone number that both need to be changed:Email: ************************** Number: ************ I dont have access to either of the above.Here is my new information that I would like to be on the account:Email: ************************** Number: ************ The above email and phone number are what I currently have access to. Im hoping they will just switch the account information as I dont believe I have ever taken out a loan with them or applied for a physical card. I can provide more information to verify my identity if need be. I look forward to getting this resolved. Thank you!

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding requested updates to the phone number and email address associated with her Affirm account. 
  
  ********************** records indicate that ****************** initially contacted Affirm to request that her contact information be updated on December 18, 2023. On December 20, 2023, ****************** was sent a verification link to securely submit a photo of herself and her government-issued ID in order to verify her identity before proceeding with the requested updates. ****************** completed this verification on the same day. Affirm would like to apologize for any delay in updating the requested information. 
  
  On December 26, 2023, Ms. ************** phone number and email address were successfully updated per her request. She was advised of this update via automated messages sent via email.
  
  If ****************** continues to experience issues accessing her account or has any additional questions/concerns, she is encouraged to contact the Affirm ************* Team by phone by calling ************ between the hours of 7 am and 10 pm CST seven days a week.
  

  Customer Answer

  Date: 01/03/2024

  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. Although, I would like to mention that their dates of contact are correct; however, the issue was fixed as they have stated, and then it went back to the same problem and was undone (no access to account after having access for 1 day) and was just fixed again either yesterday or today (I didnt check yesterday, but I checked today, and it worked) Hopefully, this issue doesnt arise again and thereby my account remaining unchanged and accessible with the current correct information. Thank you for taking the time to facilitate a resolution in this matter. At the end of the day, as of right now, it is fixed. I dont foresee any issues, but shall I lose access again in the future because of the account being changed back to the old information, I will seek further help from BBB and affirms CS to ensure that this issue remains resolved. Thank you BBB!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/18/2023

  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.

  There appears to be a discrepancy in the reporting of late payments on my credit, and it's a matter of personal concern. This issue is having a substantial impact on my credit score, creating difficulties in obtaining loans or securing favorable interest rates. The current situation is directly influencing my financial well-being.Remove the late payment remark and accurately update it to reflect on-timepayments.

  

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request to remove late marks off her credit report.
  
  Affirm's records indiciate that on December 2, 2019, ****************** obtained loan BQI1-46U3 for a purchase with the merchant, ******* for $759.17. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $110.11. She paid off the loan on July 30, 2020, but there was a payment made 30 days past it's due date.
  
  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.
  
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as ********************** Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  As a result of this investigation, Affirm has determined that the reporting for this loan is accurate and we therefore respectfully decline her request to remove it from her credit report.
  
  In the event that ****************** has any further questions, we encourage for her to reach out to Affirm directly via ****************************************************.

• Initial Complaint

  Date:12/18/2023

  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 am a victim of identity theft I have never had anu account with this company AFFIRM *** CIF202** I have mailed in numerous letters and advised them this is not my account. This is a violation. 15 U.S.Code ****b- Permissible purposes of (a) In general subject to section any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (2) In accordance with written instructions of the consumer to whom it relates. I never gave any consumer reporting agency a written instruction to report anything on my credit report which violates my rights. Please review the fields in the attachments will show proof this account is not accurate. I am asking for this account to be deleted

  

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed her complaint which states her request to remove late marks off her credit report.
  
  Affirm's records indiciate that on November 18, 2021, ************ obtained loan CIF2-02SD for a purchase with the merchant, Willow **** for $551.86. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $52.51.
  
  She made four monthly payments between the dates of December 17, 2021 and March 18, 2022. The loan charged off on August 17, 2022 due to having a past due balance for more than 120 days. The loan was outsourced to Affirm's partnered third-party debt collector, January. they can be reached by calling **************.
  
  Between the dates of January 19 and October 12, 2023, Affirm received four FCRA disputes in which ************ claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each dispute after confirming the information being reported to the credit bureaus was accurate.
  
  Our records indicate that ************ has not contacted Affirm directly with regards to her claim that the loan was unauthorized. We request for her to contact Affirm to provide more information with regards to her claim. Our investigation can take up to 30 days to be completed. To do so, she can visit ******************************************************************************.
  
  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 CIF2-02SD
  
  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 ****************************************************.