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:10/01/2023

  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 reviewed my Consumer Reports and noticed that I had two late payments on an account that I was never late for. Consumer ****************** have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with Maximum Accuracy. I have never been late on payments for the account: Z8YQ****, JP7Q****, 2N61****, LC7N**** : AFFIRM *** Please investigate and provide Proof with statements showing that these payments were late. If proof can't be provided I demand these payments be updated to on time as they should be as I was NEVER Late. Thanks,Update the account to Paid on time and never late. Or remove it from my consumer report.

  

  Business Response

  Date: 10/17/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request to remove loans from her credit report.
  
  Affirm's records indicate that the four loans listed in her complaint were processed between the dates of January 23, 2019 and February 26, 2019 for purchases with the merchant, StockX.
  
  On January 23, 2019, loan JP7Q-3B19 processed for $398.95 with loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $71.44. Between the dates of March 1 and May 24, 2019, ****************** completed three monthly payments. Thereafter, the loan charged off on September 21, 2019 due to having a past due balance for more than 120 days. On January 18, 2020, ****************** settled the loan with Affirm's third-party collections agency.
  
  On January 23, 2019, loan Z8YQ-M3V8 processed for $440.95 with loan terms of *****% APR and six monthly payments of $78.96. Between the dates of March 1 and September 14, 2019, ****************** completed four monthly payments. Thereafter, the loan charged off on October 22, 2019 due to having a past due balance for more than 120 days. On January 18, 2020, ****************** settled the loan with Affirm's third-party collections agency.
  
  On February 14, 2019, loan LC7N-F9KE processed for $458.95 with loan terms of *****% APR and 12 monthly payments of $43.66. Between the dates of March 29 and August 30, 2019, ****************** completed four monthly payments. Thereafter, the loan charged off on November 12, 2019 due to having a past due balance for more than 120 days. On February 1, 2020, ****************** settled the loan with Affirm's third-party collections agency.
  
  On February 26, 2019, loan 2N61-YSSU processed for $261.95 with loan terms of *****% APR and six monthly payments of $46.88. Between the dates of April 5 and May 24, 2019, ****************** completed two monthly payments. Thereafter, the loan charged off on September 24, 2019 due to having a past due balance for more than 120 days. On January 8, 2020, ****************** settled the loan with Affirm's third-party collections agency.
  
  Between the dates of September 9, 2022 and August 18, 2023, Affirm received several FCRA disputes in which ****************** claims the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes after confirming the information was being reported accurately.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which she consented to and approved when she obtained an Affirm loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ********************** request to remove credit reporting for loans JP7Q-3B19, Z8YQ-M3V8,  LC7N-F9KE and 2N61-YSSU.
  
  We have provided a copy of ********************** loan verification documents in our response to this BBB complaint. Together, these documents validate ********************** loan.
  
  In the event that ****************** has any further questions, we ask that she contacts Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/30/2023

  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 dont have a debt with Affirm Inc.I never signed an agreement or a contract stating that I owe them.They fell to provide me with proof.

  

  Business Response

  Date: 10/16/2023

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint, which states he is not responsible for the debt with Affirm. 
  
  Affirm's records indicate that loan RSLJ-LNFU was processed on September 13, 2017, for a purchase with the merchant, Wayfair, in the amount of $335.99. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $48.80. The loan received one payment for $48.80 on October 30, 2017. The loan also had a down payment for $67.20 on September 13, 2017. After the first payment that was made in October, the loan received no further payments and became 120 overdue. 
  
  The loan charged off to Affirm on March 15, 2018. In order to make payments ************** may call Affirm and an agent will be happy to help him make the payment. Once the payment is made it will take one business day to reflect on his Affirm account. You may call ********************** at **************. We are available 7 days a week from 7am - 10pm CT.
  
  Affirm has not received direct contact from ************** on this concern, however, we did receive an FCRA dispute on September 22, 2023, and after investigation, we found the loan was reported accurately. 
  
  If ************** would like immediate repayment confirmation, please let us know and we would be happy to provide a loan verification document.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline his request regarding his credit reporting for loan RSLJ-LNFU.
  
  In the event that ************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/30/2023

  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 has ignored all arbitration and legal requests to date. They breached consumer request for deferment that was said to have been processed multiple accounts and failed to accurately and timely process refund on another. One of these accounts is not mine and stems from ******** date breach Im presuming they were to delete all personal data some time ago They have now cost me thousands in lost credit and closed lines I am seeking every legal remedy available to me if these are not deleted immediately form cra

  

  Business Response

  Date: 10/16/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his request to remove late marks for loans, Y3TC-00PG, UE8J-RHWV, 1U5P-RQ7P and MV4J-QEWA.
  Affirm's records indicate that between the dates of January 31 and June 6, 2022, ************** obtained each loan referenced in his complaint.
  On July 10, 2023, Affirm received FCRA disputes from ************** claiming that the information being reported to the credit bureaus was inaccurate. Each of these disputes were closed and the information being reported to the credit bureaus was confirmed as accurate.
  Since then Affirm has received 12 more FCRA disputes from August 16th to September 22nd, 2023.  Each of these disputes were closed and the information being reported to the credit bureaus was confirmed as accurate.
  If ************** does not recognize any of the loans, he is encouraged to complete Affirm's web form which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support the claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************.
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreements which ************** consented to and approved when he obtained Affirms loans. More information on Affirm's Terms of Service can be found here: **************************************.
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************** request to remove credit reporting for loans Y3TC-00PG, UE8J-RHWV, 1U5P-RQ7P and MV4J-QEWA.
  In the event that ************** has any further questions or concerns, we encourage him to reach out directly via email.
  
  
  
  
  
  

• Initial Complaint

  Date:09/30/2023

  Type:Customer Service 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 not liable for this **** with affirm **** I don't have a contract with affirm **** LP, they did not provide me with the original contracts as requested

  

  Business Response

  Date: 10/13/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan from his credit report.
  
  Affirm's records indicate that on March 1, 2023, loan 14Q5-GZ9K processed with the merchant, ********************* for $426.92. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $149.32. **************** completed two payments of $149.32 each on the dates of April 8 and May 27, 2023.
  
  Thereafter, no payments were received. The loan charged off on September 30, 2023 due to having a past due balance for more than 120 days. The loan was assigned to Affirm's third-party debt collector, **********. They can be reached by calling **************.
  
  On October 1, 2023, Affirm received an FCRA dispute in which **************** indicating he was not liable for the loan. Affirm closed the dispute and confirmed that the information being reported to the credit bureau was accurate.
  
  Upon review of ******************** BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loan and/or account was opened without his authorization, 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 **************** of the outcome within 30 days. To do so, he may visit the following link: ******************************************************************************.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which he consented to and approved when he obtained an Affirm loan. 
  
  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 14Q5-GZ9K.
  
  We have provided a copy of ******************** loan verification and Truth in Lending Agreement in our response to this BBB complaint. Together, these documents validate ******************** loan.
  
  In the event that he has any further questions, we ask that he contacts Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/30/2023

  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 am not liable for this debt with Affirm inc/ Affirm.com, I do not have a contract with Affirm inc/ Affirm.com. They did not provide with original contact as i requested.

  

  Business Response

  Date: 10/13/2023

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed his complaint which states his request to remove loans from his credit report he claims he is not liable for.
  
  Affirm's records indicate that on July 28, 2022, loan M957-XL1T processed with the merchant, JustFly for $399.27. ********************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $40.00 and 12 monthly payments of $34.83. ********************** completed the first payment on September 2, 2022. Thereafter, no payments were received. The loan charged off on January 27, 2023 due to having a past due balance for more than 120 days. The loan was assigned to Affirm's third-party debt collector, ***********. They can be reached by calling **************.
  
  Affirm's records further indicate that on August 15, 2022, ********************** obtained loan L14M-0AS7 with the merchant, Priceline for $304.10. ********************** agreed to loan terms of *****% APR and 12 monthly payments of $29.41. No payments were made towards the loan. The loan charged off on January, 2023 due to having a past due balance for more than 120 days. The loan was assigned to Affirm's third-party debt collector, **********. They can be reached by calling **************.
  
  On September 30, 2023, Affirm received  FCRA disputes in which ********************** indicated he was not liable for the loans. Affirm closed the dispute and confirmed that the information being reported to the credit bureau was accurate.
  
  Upon review of ************************** BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loans and/or account was opened without his authorization, 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 ********************** of the outcome within 30 days. To do so, he may visit the following link: ******************************************************************************.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which he consented to and approved when he obtained an Affirm loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ********************** request to remove credit reporting for loans M957-XL1T and L14M-0AS7
  
  We have provided a copy of ************************** loan verifications and Truth in Lending Agreements in our response to this BBB complaint. Together, these documents validate ************************** loans.
  
  In the event that he has any further questions, we ask that he contacts Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/30/2023

  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.

  On July 6, 2023 I purchased a vacation package and insurance number 0S4Z-IYOW with Travelocity through Affirm. I purchased the insurance with the package in case something happened and we had to cancel our vacation. On September 6, 2023 we had to cancel the vacation package due to unexpected reasons. I contacted Affirm and was told to file a dispute and contact the merchant. I have done everything Affirm has asked me to do. The last time I've heard from Affirm about my dispute case was on September 3, 2023. I have sent messages several times with no response. I called Affirm on September 21, 2023 and was told that they would send me an email with an update on the case. Still waiting.... Received a call from Affirm on September 28, 2023 asking for payment. I told her that my account was in a dispute. Her response was there's not any disputes on this account. I gave her the case number #******** then she started telling me I needed to contact Travelocity then sendsupporting documents. I let her know that I've already done all that and all Affirm continue to say is I needed to contact Travelocity.. I've gone round and round with both companies and I don't know what else more I can do at this point... This vacation package was canceled just shy of two months after it was purchased. Affirm has been no help and I feel like we shouldn't have to pay for a vacation package that will never be used!!!

  

  Business Response

  Date: 10/13/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund she is disputing with a merchant.
  
  Affirm's records indicate that on July 10, 2023, **************** obtained Affirm Virtual Card loan 0S4Z-IYOW for a purchase with the merchant, Travelocity in the amount of $5,284.14. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $408.93. **************** completed her first payment on August 10, 2023.
  
  On September 2, 2023, **************** contacted Affirm via webform requesting a refund towards the loan and stated the purchase was cancelled. The next day, Affirm sent **************** an email requesting for more information to support her claim.
  
  On September 11, 2023, **************** emailed Affirm requesting for an update regarding her request. On September 12, 2023, Affirm emailed **************** asking for her to forward any documentation showing she is owed a refund.
  
  On September 14, 2023, **************** provided her evidence which is currently being reviewed. Between the dates of Septambet 15 and 28, 2023, **************** reached out to Affirm requesting for updates. 
  
  On October 3, 2023, Affirm sent an email to **************** advising her that the loan was placed into an official dispute with the merchant. Her request is still being reviewed and Affirm will provide her details as more information becomes available.
  
  Please note that Affirm strictly manages the financial portion of the transaction. All matters 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.
  
  In the event that **************** has any questions in the interim, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:09/29/2023

  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 a couch through affirm payment plan but the company is called ************* on July 8th, 2023. I was told when ordered that it would ship to me by July 13th and be delivered by July 27th. We are now going into October 2023. I have contacted the company numerous times weekly about an update and they say the same thing every single time itll be at the local delivery company next week each week i call and they repeat. Then told me okay just cancel this order I was told I have to pay a restocking fee I said no I shouldnt have to pay anything because this isnt my fault. So I filled a dispute with affirm the company that im actually doing the payments with and they stated I lost the dispute because they believe the ************* that they were told itll be there next week i explained to affirm that company has been saying that for months and they said I still lost. So I let a couple weeks go by and messaged affirm again on chat and that agent said she would reopen the case which they never did. I have then contacted affirm by phone and was told I am not allowed to open another dispute. Affirm is going to report my non payments of the total balance which is $1845, I paid my first initial payment on day of ordering of $235.72, but they said they will put this on my credit and I do not believe that is fair. This is scam, why would I pay for something I still never have got delivered. I want this canceled and not put on my credit report as I do not owe anything since nothing bas been delivered.

  

  Business Response

  Date: 10/12/2023

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which states his concern regarding their previously disputed loan as they have not received their products to date. 
  
  Affirm records indicate that Mr. ********** ************* loan (ID ********** was processed on July 19, 2023 in the amount of $1,571.42 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $134.18 beginning on August 19, 2023. The loan required a down payment of $235.72 that was submitted on July 8, 2022. No further payments have been made to date. 
  
  On August 22, 2023, ********************** contacted Affirm via the Affirm *********** to report that they had not received their product from the merchant. On August 25, 2023, a merchant dispute case was opened for ********************** in order to investigate his claim further. Requests for documentation related to his claim were sent to both ********************** and the merchant directly via email. 
  
  Once a dispute has officially been opened, both customers and merchants have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome. ********************** provided documentation of his previous contact with the merchant in his initial outreach on August 22, 2023 as well as via Affirms Secure Messaging Portal on August 27, 2023. 
  
  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 September 11, 2023, the dispute involving Mr. ********** loan was resolved in favor of the merchant. This adjudication was reached as ************* confirmed that the customers order was still en route to be delivered. The timeframes for delivery previously provided to the customer were estimates based on the manufacturer and shipment. The merchant confirmed on October 11, 2023 that the customers order had reached its final destination and the delivery team would be contacting the customer to arrange delivery.
  
  Once the dispute was resolved in favor of the merchant, ********************** was deemed to be  responsible for the remaining balance of his loan. This was communicated via the Secure Messaging Portal on September 11, 2023 by an Affirm ******** Care agent, as well as via an automated message sent to Mr. ********** email address. 
  
  ********************** will remain responsible for the remaining balance of his loan unless the merchant processes a full refund towards the loan. We encourage ********************** to work directly with ************* to arrange the delivery of his products. 
  
  In the event ********************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20677449
  
  I am rejecting this response because:
  it has been over 4 months of no delivery, they changed the delivery date over and over it has been changed over 5 times since Ive ordered. So I have told them this needs to be cancelled I do not wish to proceed with this item any longer and was then told I have to pay a restocking fee and cancelation fee which is not right because this isnt my fault for canceling in the first place. 

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

  

  Business Response

  Date: 10/19/2023

  
  Thank you for the opportunity to respond to Mr. ********** BBB complaint rebuttal. Affirm has reviewed Mr. ********** complaint rebuttal, which states his concerns with the fulfillment of his order, obtained with an Affirm loan.
  
  As noted in Affirms initial response to Mr. ********** complaint, Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation, and fulfillment are subject to the merchants policies. Affirm is unable to override the specific policies put in place by a merchant unless specific evidence is provided indicating that the merchant is operating outside of their set policies. 
  
  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. To that end, Affirm was unable to resolve this dispute in Mr. ********** favor. 
  
  Affirm apologizes for any inconvenience or frustration caused, however, Affirm must encourage ********************** to continue working with the merchant directly regarding his cancellation/refund request. If the merchant processes a refund toward the Affirm loan, Affirm will credit the loan balance for that amount. 
  
  In the event ********************** has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  Date:09/29/2023

  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.

  On March 29, 2023 I made a purchase online with a company named Styleiko/Hestey LLC through Affirm for a deep freezer. After a week went by I had not received an email, tracking number or anything. I did research only to find that the company was a fraud. I then contacted Affirm immediately to report this, and I gave them the information I found on the company. I was told by a customer service person at ********************** that there would be a full investigation, and I would receive a refund for the money I had paid out which was$83.76. To this very day nothing has been done, I have contacted Affirm several times, and still nothing. Now Affirm is coming after me to pay them the balance for the deep freezer. I refuse to pay for a deep freezer that I never received.Please Help Me.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern as she has not received the purchase associated with her Affirm loan.Affirm records indicate that Ms. ******* Hestey LLC loan (ID ********** was processed on March 29, 2023 in the amount of $160.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly installment payments of $27.92 beginning on April 29, 2023. **************** previously made three payments of $27.92 towards this loan on the following dates: March 29, 2023; May 15, 2023; and June 12, 2023. To date, one payment of $23.92 has been refunded to Ms. ******* original payment instrument ***** ending *****). The remaining paid balance of $59.84 is to be refunded via check.

  On April 6, 2023, **************** initially contacted the Affirm ************* Team via phone call to report that she had not received the product associated with her order. The responding ************* agent advised **************** to work with the merchant directly to attempt to resolve this issue. **************** reached out again to report that she had not received her purchase on April 23, 2023, May 15, 2023, June 12, 2023 and August 6, 2023. **************** was sent several requests for additional information that were not fulfilled, resulting in the delayed resolution to this issue. **************** was then advised on September 6, 2023 that her loan was outside of the dispute window and could not be investigated further. Affirm would like to apologize for any frustration or inconvenience caused by this oversight in the information provided to *****************

  Following a review of her claim, Ms. ******* Hestey LLC loan was refunded in full by an Affirm ************* agent on October 10, 2023. At this time, **************** is no longer responsible for the balance of the loan. One of Ms. ******* previous payments were refunded to her payment instrument directly, and her remaining refund will be issued via check to her mailing address on file. This was communicated to **************** directly via the Secure Messaging Portal that **************** can access by signing into her Affirm account.

  In the event that **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/29/2023

  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.

  Well essentially, I got tricked into a predatory loan. Which, was a bad idea and I take full responsibility for it. But on the other hand, when I am doing the math on the account it does not add up. When I speak to them over the phone I will get responses like Im not sure how we reached that amount. At other times the amount owed changes. For example, the amount paid to date is not reflected on the account and the amount that I should have owed at this time should be significantly less. The full account details are not displayed on the app so I have to calculate it on my own. Then today a representative called me and then hung up on me when I asked a question. There is a differential balance of $185.20 that cannot be accounted for and I believe that there are maybe some hidden fees that they are not disclosing to me. Honestly Ive never had this situation happen where I believe I was paying **** for a product, because that what it stated as the amount of the loan, but the loan was at a 30% APR rate, which I would never agree to. In addition, to not being transparent about the loan details they informed me that they can put the initial loan amount down and charge me at a higher rate because even though I agreed to a monthly amount, they stated that technically I could pay off the loan tomorrow and that is what I would owe. I am very concerned about their ethics and potentially illegal practices and I believe that many others are falling victim to the same thing. I am all for paying what I owe, but this is really shady and I keep getting delinquencies on my credit. I dont want to continue to pay until I get some professional financial feedback on how to proceed. And how to ensure that they will not continue to do this.

  

  Business Response

  Date: 10/12/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the remaining balance of her loan.Affirm records indicate that ****************** V Shred Coaching loan (ID ********** was processed on May 22, 2023 in the amount of $3,229.27 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $314.80 beginning on June 22, 2023. **************** attempted seven payments using a Bank Account ending in ***** from June 22, 2023 to September 2, 2023, but these payments were unsuccessful. **************** made a payment of $50.00 towards the loan on September 13, 2023 and a payment of $264.80 on September 20, 2023. These payments satisfied the overdue payment that was due on June 22, 2023.

  At this time, Affirm has confirmed that ******************** loan is due to be fully refunded. ******************** loan was refunded in full as of October 12, 2023. ******************** previous payments of $314.80 have been refunded to her original payment instrument ***** ending *****). These refunds may take between 3-5 business days to reflect in ******************** account.As a result of this refund, **************** is no longer responsible for the payments associated with this loan. Notice of this refund has been sent to the email address on file for ******************** account as of October 12, 2023. Additionally, Affirm has taken steps to ensure that this loan does not impact ******************** credit. **************** can expect the *************************** to be updated within 3-5 business days.

  In the event *************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/29/2023

  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 brought from Amazon using Affirm but I don't have any access to my account, don't know due dates amount due or even able to make extra payments. I have called 5 times about this and still won't give me access. They state yes we see it. But won't give me any access to see details dates or anything.

  

  Business Response

  Date: 10/12/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern involving his inability to log into his Affirm account to view his loan details. 
  
  **************** contacted Affirm initially on August 15, 2023 to report that he was unable to access his account. The responding Affirm ******** Care agent advised that he would walk **************** through the account creation process, but **************** disconnected the phone call. **************** contacted Affirm again on September 2, 2023 to report that he continued to experience issues accessing his account. The responding agent found that **************** had a previously created Affirm account that was causing issues with his current account access. As a result, the ******** Care agent released Mr. ******* information from the existing account and advised him to proceed with attempting to create a new Affirm account. 
  
  On September 29, 2023, **************** notified Affirm via phone call that he was still unable to create an Affirm account. The responding Affirm ******** Care agent was able to close the account that was previously opened by **************** and advised that he would now be able to successfully create a new Affirm account. Upon reviewing Mr. ******* account, he was able to successfully create a new Affirm account on September 30, 2023. 
  
  At this time, **************** should be able to access his account as normal by logging in via the Affirm app or online at Affirm.com. In the event that **************** continues to experience issues with his account, he may contact our ******** Care team to make payments towards his loan by phone. 
  
  In the event **************** has any further questions or concerns, or continues to encounter issues with account access, we encourage him to contact our ******** Care Team by calling ************ between the hours of 7 am and 10 pm CST seven days a week.