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:01/10/2024

  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 purchased a laptop from a ******* with the two year warranty.Affirm is charge me $150 for the 2-year warranty I called the company for the warranty the warranty is not $200. 00 it's *****, At the same time I purchase a HP Stream "14 laptop my laptop was $193.00. I have paid $133 on the ********** ******. my problem is affirm denied charging me $200 for the warranty on my laptop. Their customer service speak broken English when I tried to explain to the customer service what was going on, the representative just kept saying you have missed the payment you need to make your payment he was not answering my questions until I actually speak with a supervisor. The representative put me on hold for about 5 to 7 minutes he come back and tried to explain to me what was going on with my account this was the same representative he did not get a supervisor. He did admit it that I was charged for a warranty on my laptop. At first he said he was not charging me for my warranty on my laptop. So the money I paid for the warranty which is not the price of $200 I need that money applied to my laptop so this whole balance can be paid out. I have a copy of where they are charging me for the warranty $300.00and my laptop of ****** I a copy of the contract to what they were charging me but was not able to attach it to this report.

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan by a merchant.
  
  Affirm's records indicate that on June 21, 2023, loan BOFU-1X11 (Order ID: *************** for 2-Year Accident Protection Plan For Laptops & Tablets $100-$199.99, ASUS ****" FHD ************* Celeron N4020, 4GB RAM, 128GB eMMC, Windows 11 Home, Black, L510MA-WS05) processed with the merchant, ******* for $256.93 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $25.11.
  
  On August 30, 2023, ****************** contacted Affirm claiming that a refund was owed towards the loan by *******. The agent asked if ****************** had an amount or date that the refund was confirmed for, but ****************** indicated she did not have that information.
  
  On January 15, ****, ****************** contacted Affirm again requesting for the loan to be refunded. She was advised that the loan was outside of Affirm's 60 day dispute window and she was instructed to contact ******* directly. To read more about disputes with Affirm, ****************** can visit our *********** at ********************************************************************
  
  As a result of this investigation, Affirm has determined that ****************** still currently remains responsible for repayment of her loan. Please note that an Affirm loan will charge off to collections once a payment becomes more than 120 days overdue and may be sent to one of Affirms third-party collections partners.
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:01/10/2024

  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.

  This issue happened July 23 while I was in ****** I rented a car through ************* and used Affirm to pay my first payment would have been *****but upon me arriving to Route Car Rental I received a email saying my reservation had been canceled.I did not cancel it but still got charged for a rental I never received so a few days later ************* refunded all the money except the first payment and nobody can tell me why .Ive been going back and forth with Affirm and ************* nothing resolved they just sent it to collections if i had rented the car i have no problem paying but never rented it.I just want the ***** taking out of collections

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan.
  
  Affirm's records indicate that on July 25, 2023, ******************** obtained Affirm Virtual Card loan 3WVG-QVLJ for a purchase with the merchant, ************* in the amount of $260.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $47.83.
  
  On July 26, 2023, the merchant provided a partial refund in the amount of $213.71. ******************** made no payments towards the loan. Subsequently, the loan charged off on December 24, 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 22, 2023, ******************** contacted Affirm requesting for the loan to be fully refunded. The next day, Affirm sent ******************** an email confirming the partial refund of $213.71 and requested for more information with regards to her request.
  
  On September 9, 2023, ******************** contacted Affirm requesting for an update on her request. Later that day, Affirm sent her another email requesting for confirmation from the merchant that the loan was owed any additional refunds.
  
  On October 3, 2023, ******************** emailed Affirm requesting for a follow up but did not provide any evidence supporting her request. On November 8, 2023, Affirm sent her an email advising that per *************'s policy, no additional refunds were owed and instructed for her to contact them directly.
  
  Please note Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to provide any applicable refunds towards a loan once confirmed by a merchant.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21112018
  
  I am rejecting this response because: not asking for full refund I'm asking the ***** first month payment to be taken off and the payment was never made because I never rented a car.I return all info they asked for and still didn't get any where and when I contacted booking group they sent me the correct invoice for the one I paid out of pocket not the cancel one if you look at the attachment and have not reached back out since i email them to show them this.They are fully reliable when I make my payments through affirm they shouldnt have axxess to keep yall "affirm" and return what they want 
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond to ************************ BBB complaint rebuttal. Affirm has reviewed ************************ rebuttal, which states her concerns with the refund amount applied to her purchase that was obtained with an Affirm loan.
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matter of returns, refunds, order cancellation, and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  
  On July 26, 2023, a refund amount of $213.71 was applied to Affirm loan 3WVG-QVLJ. This left the loan with a remaining balance of $52.92. There were no payments received towards the remaining balance and the loan was subsequently charged off on December 24, 2023, after having an overdue balance for 120 days.
  
  Without specific evidence indicating a refund is due, or that the merchant is operating outside of their set policies, Affirm is unable to issue a refund.
  
  To date, the evidence provided by ******************** has not been sufficient enough to indicate additional refunds are due, or that the merchant is operating outside of their set policies. As such, Affirm must encourage ******************** to work with the merchant directly regarding her request for additional refunds towards loan 3WVG-QVLJ.
  
  In the event that ******************** has any further questions, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:01/10/2024

  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 was sold a gift card to PAC Sun that cannot be used in store as it says on the gift card. I took it to use and was told it was not compatible with their system. I had to buy items in store. Affirm will not refund. Called on December 24th, January 2, and January 7th and I spoke to April who sent me the same gift card again.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her concerns with the delayed receipt of a gift card for loan UCHX-9XLE.
  
  Affirms records indicate that the loan was processed on November 20, 2023 for $100.00 with a *****% APR to be paid over 6 monthly installments of $17.76 due on the 20th of each month.
  
  On December 24, 2023, ****************** reached out regarding a refund for the purchase and stated she had yet to receive the gift card. On January 7, ****, the ************* team followed up with her and informed her that a technical had occurred causing a delay. The team provided her with the original contents of the email and provided her with an activation link for her gift card.
  
  Please note that she had two separate emails sent to her on January 7, ****, each with the update links for the PacSun gift card and one for Fanatics. 
  
  Affirm apologizes for the frustration the situation has caused and thanks ****************** for her patience with this matter. In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21111325
  
  I am rejecting this response because: the gift card did not work in the store as stated on the gift card. I was told it was not compatible with their new system. I had to pay cash for my items in store and the gift card was refused by store, yet advertised as allowable 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal concerning the gift card she purchased from Affirm. 
  
  Please note, gift card purchases are non-refundable. ****************** is encouraged to work with the merchant that the gift card was purchased for to inquire as to how the gift card can be used to proceed with her purchase. 
  
  In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21111325
  
  I am rejecting this response because the gift card does not work in store as advertised, that is fraud. You sold me a non-refundable card that does not work. 

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

• Initial Complaint

  Date:01/10/2024

  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 purchased on 11/17 for Fanatics and never received it, Affirm said its the policy not to refund gift cards. I have been calling them since December 24th and no response. The amount is 100 and interest charge is 6. I only received the one email attached.

  

  Business Response

  Date: 01/25/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her concerns with the delayed received of a gift card for loan 5C04-8FYB.
  
  Affirms records indicate that the loan was processed on November 20, 2023 for $100.00 with a *****% APR to b paid over 6 monthly installments of $17.76.
  
  On December 24, 2023, ****************** reached out regarding a refund for the purchase and stated she had yet to receive the gift card. On January 07, ****, the ************* team followed up with her and informed her that a technical had occurred causing a delay. The team provided her with the original contents if the email and provided her with an activation link for her gift card. 
  
  Affirm apologizes for the frustration the situation has caused and thanks ****************** for her patience with this matter. In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21111277
  
  I am rejecting this response because: I had to purchase another gift card for Christmas that costs a $100. I started paying for something I didnt receive for months. It was a Christmas present and did not come through. I did not receive the that notice on the 8th, I had to call again before they sent it. Unacceptable 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal complaint which states her concerns with the delayed receipt of a gift card for loan 5C04-8FYB.
  
  Once again we apologize for the delay in receiving the gift card. As mentioned, on January 07, ****, the ************* team followed up with her and informed her that a technical issue had occurred causing a delay. The team provided her with the original contents of the email and provided her with an activation link for her gift card.
  
  It appears that she now has access to the funds on the card. If this is not correct we ask her to please contact us at ***************************************. 
  
  Affirm apologizes for the frustration the situation has caused and thanks ****************** for her patience with this matter. In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via **********************************************************.
  
  

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21111277
  
  I am rejecting this response because I had to purchase another card for $100 because it took a month and a half to send. I want a refund 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/08/2024

  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 purchase a ******* microwave from ******* and I opened a line to credit with afirm to pay for the microwave. Within 4 months the microwave stopped working and I was unable to activate my ******* warranty because the microwave was still under the manufacturer warranty. I contacted ******* about the issues setting them photos and the video and the receipt from wal-mart. They refuse the receipt from ******* because I use an affirm credit line. They said that they are willing to give refunds to people who use **** Mastercard or **************** but they will not give refunds to people who use a firm unless they are finished paying off their credit line. That is discrimination as the credit line from a firm is no different from the line of credit that is given by **** Mastercard or **************** companies. They do not require them to show that their line of credit is paid off before honoring the warranty and therefore they should not be asking me to show my billing activity either. My billing and associations with the firm are none of their business they only need to verify that wal-mart the retailer has been paid. A firm is not owned by ******* and therefore a firm has paid for the unit I'm given ******* their money therefore the unit has been paid in full to ******* and that is the only business ******* should have. I have recordings of phone conversations with ******* verifying their discriminary practices

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her concerns with a refund for loan ZRQE-CHY0.
  
  Affirms records indicate that Ms. ********* ******* loan ZRQE-CHY0 was processed on August 21, 2023 in the amount of $434.33 with a *****% APR to be paid over 12 monthly installments of $43.22. The loan received five payments of $43.22 between September 21, 2023 and January 21, 2024.
  
  While reviewing his complaint, Affirm found that Ms. ******* has not reached out to them directly to request that her loan be disputed. According to the loan details, the loan was opened over 60 days ago. At this time, Ms. ******* is advised to submit evidence substantiating her claim by emailing *************************************** and the team may be able to review the claim as a courtesy.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ******************************************************************

• Initial Complaint

  Date:01/08/2024

  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.

  Entered by BBB staff LO Consumer states he keeps receiving emails saying he owes them a payment of $56.53. He has not made any purchases. He keeps reaching out to the business to let them know but it has been a lot of back and forth with no resolution. He states the purchase was for a business called Ruffoni but he also contacted ******* and they said there is no order in his name.

  

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states he has a loan with Affirm that he did not authorize.
  
  Affirm's records indicate that loan 6QHJ-2XPR was processed on October 23, 2023 for a purchase with the merchant, Ruffoni Cookware, in the amount of $600.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 biweekly payments of $56.53. As of January 24, ****, this loan reflects it is overdue for $113.06. The next payment was due on January 23, **** for $56.53. 
  
  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. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  ****************** first contacted Affirm on November 27, 2023 by calling in. He explained to the Affirm agent that he did not recognize this loan and the agent created a request to have the concern reviewed. 
  
  On December 20, 2023, he received an email from Affirms Account Safety team letting him know that we have investigated and found him 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. 
  
  If he still believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21110776
  
  I am rejecting this response because: I never agreed to any loan and this is fraud.
  
  Sincerely,
  
  *************************, .

  

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal complaint. Affirm has reviewed his complaint, which states he has a loan with Affirm that he did not authorize and does not agree with the investigation outcome.
  
  Affirm's records indicate that loan 6QHJ-2XPR was processed on October 23, 2023 for a purchase with the merchant, Ruffoni Cookware, in the amount of $600.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 biweekly payments of $56.53. As of January 31, ****, this loan reflects it is overdue for $169.59. The next payment is due on February 23, **** for $56.53.
  
  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. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  ****************** first contacted Affirm on November 27, 2023 by calling in. He explained to the Affirm agent that he did not recognize this loan and the agent created a request to have the concern reviewed.
  
  On December 20, 2023, he received an email from Affirms Account Safety team letting him know that we have investigated and found him 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.
  
  As previously stated, if he still believes this loan to be unauthorized we kindly ask him to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21110776
  
  I am rejecting this response because: I NEVER applied for or requested any products or services from this company/ business. I don't know how this company has any information about me because I never gave them any information. This company is harassing me by constantly emailing me about something they know to be fraudulent and i am not responsible for. I am going to notify the proper state and federal governmental agencies that regulate these companies/ businesses of their behavior and illegal tactics. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/07/2024

  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 need to return items and I have returned some by ***** and the app wont allow me to complete the process. When I try to chat with the company no one is available and it says to email. When I email it goes back to the chat screen and wont allow email. It wont allow me to complete the return form. I cant reach anyone and need help returning items that were not as expected and two weeks late

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states her concern with a return not being processed. 
  
  Affirm's records indicate that loan IJD7-WT1N was processed on November 24, 2023 for a purchase with the merchant, Oura Ring, in the amount of $496.55. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $78.76 due on the 24th of each month.
  
  The loan received a partial refund on December 12, 2023 for $481.55. As of January 23, ****, the loan reflects an overdue amount of $23.24. This payment was due on December 24, 2023. 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. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  ****************** contacted Affirm on January 8 , **** when she called in to explain that she had already returned the order via ****** She also sent in the return label screenshot. Affirm replied to her and explained that the merchant had applied the partial refund, and she was still responsible for the remaining balance. 
  
  If she can provide proof that she was due a full refund, she is encouraged to send it to Affirm at *************************************** and reference case number ******** . We will review and see if we can assist further. Otherwise, we kindly ask her to work with the merchant if an additional refund is due. 
  
  Please note that Affirm manages the financing of the  purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Until the merchant refunds your loan, you are still responsible for repayment. 
  
  In the event that ****************** has any further questions, she is encouraged to reach out to Affirm via **********************************************************
  
  

• Initial Complaint

  Date:01/07/2024

  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.

  Item purchased for $484.50. Item returned on 12/30/2023. Refund processed by merchant on 12/31/2023. Refund is not reflected on loan amount for Affirm. Affirm still asking me to make payments on an item thats been returned.

  

  Business Response

  Date: 01/22/2024

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan.
  
  Affirm's records indiciate that on November 27, 2023, Affirm Virtual Card loan OB65-7OOI processed for a purchase with the merchant, Neiman ****** in the amount of $484.50. She agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $161.50.
  
  On January 6, ****, ********************** contacted Affirm indicating she made a return to the merchant, but did not see the loan refunded on her account. ********************** replied to her email advising that her request could be escalated.
  
  On January 7, ****, Affirm sent ********************** an email advising that the loan was provided a partial refund in the amount of ******. On January 11, ****, ********************** paid the remaining balance of $7.50 and sent an email to Affirm confirming this.
  
  We apologize for any frustration this situation may have caused for **********************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:01/07/2024

  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 made an accidental payment to Affirm for $168.53 and I called the day I made the mistake. I was told my money will be returned to my bank. I called to check on it today and now they are saying it cant be returned to my bank. I am 63 years old disabled and on a fixed income and I was flat out lied too.

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint which involves her concern that an accidental payment towards one of her Affirm loans was not refunded as previously advised by an Affirm agent.
  
  Affirm records indicate that ************************ Amazon loan (ID ********** was processed on November 27, 2023 in the amount of $181.89. ******************** agreed to make 12 monthly installment payments of $17.73 and the loan APR is *****%. ******************** made one payment of $17.73 towards the loan on November 29, 2023, followed by a payment of $168.53 on December 29, 2023 and a payment of $17.73 on January 9, ****.
  
  On December 29, 2023,  ******************** contacted Affirm to report that the payment of $168.53 towards her loan was in error. The responding Affirm agent advised Ms. ******** that as the payment was made using her Bank Account, ********************** would have to wait for the payment to finish processing before refunding the accidental payment. However, the payment was processed and not immediately refunded by Affirm. Affirm would like to apologize for any inconvenience that this may have caused for ********************. ******************** followed up with Affirm several times via phone call to request that her payment be refunded as she was previously advised. 
  
  On January 8, ****, ************************ payment of $168.53 was successfully refunded to her original payment instrument. She was notified of this refund via Affirm's Secure Messaging Portal on the same day. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:01/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm is reporting an account on my credit that wasnt opened by me. I have sent a FTC and the account remains on my credit report

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that loans that she did not authorize are being reported to the credit bureau. 
  
  Affirm records indicate that ************** currently has three active Affirm loans that are being reported to Experian. Target loan (ID ********** was processed on October 10, 2023 in the amount of $200.00. ************** agreed to make 3 monthly installment payments of $49.31 and the loan has an APR of *****%. ************** made a down payment of $60.00 towards the loan on October 5, 2023. No further loan payments have been made to date. Payments due on November 10, 2023 and December 10, 2023 are currently more than 30 days overdue. 
  
  Target loan (ID ********** was processed on October 2, 2023 in the amount of $150.29. ************** agreed to make 3 monthly installment payments of $52.95 and the loan has an APR of *****%. No loan payments have been made to date. Payments due on November 2, 2023 and December 2, 2023 are currently more than 30 days overdue. 
  
  Pottery Barn loan (ID  ********** was processed on September 22, 2023 in the amount of $603.49. ************** agreed to make 6 monthly installment payments of $110.31 and the loan has an APR of *****%. No loan payments have been made to date. Payments due on October 22, 2023, November 22, 2023 and December 22, 2023 are currently more than 30 days overdue. 
  
  At this time, Affirm has not received any direct contact from ************** to support her claim that any of the aforementioned loans were unauthorized.  If she believes any of the aforementioned loans were unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ******************************************************************************.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;