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:08/26/2023

  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 was checking my credit and saw this account on my Credit report. So 15 U.S code **** (a)(1) states I have the rights to accuracy and fairness. I sent my dispute letters with all my updated documents. I informed them that I didnt authorize this account. 15 US **** sec (602)say I have the rights to privacy. Section (604) it also say a consumer reporting without my written instructions. 1) Affirm **** account #************ TBOM ,account # **************** Process /** YS/VT # ******

  

  Business Response

  Date: 09/11/2023

  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 overdue on July 19, 2022 to Affirm. 
  
  The loan received 3 collections payments each for $55.51 on November 15, 2022, December 15, 2022, and January 19, 2023. 
  
  Affirm has not received direct contact from her on this concern, however, we did receive an **** dispute on February 1, 2023. After investigation, we found the loan to be reporting accurately in the dispute. 
  
  Some purchases may include credit furnishing, others may not. Generally, the first loan will be eligible to be furnished, and subsequent loans will only be furnished if the loan goes delinquent, in which case we will furnish the entire history of the loan. Affirm 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.
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). Your complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. You also state that, in accordance with Section 604(a)(2), Affirm needed your consent to obtain a copy of your credit report. When you accepted Affirms Terms of Use and Privacy Policy and submitted your credit application, you consented to having your credit report pulled. You can view Affirm's Terms of Service can be found here: **************************************
  
  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 KJ2P-JNBO.
  
  In the event she has any further questions or concerns, we encourage her to reach out to *******************************************************************
  
  

• Initial Complaint

  Date:08/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm processed a loan for a purchase from Amazon that was canceled at the time of purchase due to the unavailable quantity of the seller.Affirm processed the order, anyway.Amazon told Affirm that the order was never placed in a conference call with me.Amazon provided me with an email confirmation of the order never being completed. I forwarded to Affirm 20x.Affirm has a scripted customer service and refuses to cancel the false loan to Amazon made by their own error.Affirm is requiring me to file a "return" with Amazon for an order that does not exist, outside of Affirm's own inadequate system.I cannot request a "return" from Amazon because there is no merchandise to return, or refund.I have complied with all requirements of Affirm, but Affirm refuses to remove the false loan.There was no sale. No purchase. No merchandise. So there cannot be a "return/refund" from Amazon, to me.Affirm made the mistake so Affirm needs to retrieve their own money from Amazon and stop hounding me with emails.

  

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint which states his concern with an Amazon loan that was processed by Affirm but was not successful with Amazon. 
  
  Affirm's records indicate that loan ZJ1R-GUIS was processed on July 24, 2023 for a purchase with the merchant, Amazon, in the amount of $148.62. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $14.49 due on the 24th of each month. This Affirm loan is correlated to Amazon order # ***-4232522-6383461 and ***-9056628-5046613. This loan is currently overdue as of September 11, 2023, for $14.49. The next due date is September 24, 2023 for $14.49. 
  
  **************** first reached out to Affirm through the Affirm *********** on July 24, 2023, explaining that his order did not process with Amazon and therefore the loan needed to be canceled. Affirm first reached out to Amazon to request further details, on July 27, 2023. **************** was provided a link and advised please use the link to work with Amazon and he may be eligible for the Amazon Pay A to Z Guarantee Claim. He promptly followed up the same day disagreeing with the information. 
  
  On July 27, 2023, Affirm sent him a request for information and he advised that he did not have anything that Affirm was asking him to send in. **************** reached out again on July 28, 2023, asking how this can be resolved. Affirm requested information from **************** again on August 4, 2023 and provided him the details of contacting Amazon again. He replied very upset and stated that Affirm needs to contact Amazon. 
  
  On September 7, 2023, **************** sends in a cancellation email screenshot from Amazon with an Amazon order ID of *******************. Affirm has reviewed Mr. ******* Amazon loans on file and none of the loans match to the cancelation email sent. The loan in question correlates to order IDs: ***-4232522-6383461 and ***-9056628-5046613.
  
  If **************** can locate any cancellation emails with the above order IDs or any other communication with Amazon to show that loan, ZJ1R-GUIS was never processed please send it to *************************************** and reference case 22400749. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, they are still responsible for repayment. 
  
  In the event that he has any additional questions or concerns, Affirm encourages him to reach out directly via email.
  
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20526262
  
  I am rejecting this response because:

  It's a lie. The email screenshot from Amazon, and provided by Amazon at the request of Affirm came from a conference call on August 1st. See date in screenshot. It was immediately forwarded to Affirms customer service email, as instructed,. See date and recipient name in screenshot from my sent folder. 

  Then resent email, August 14 because Affirm kept harassing me and reciting the scripted responses to me. See date and recipient name in screenshots.

  Then, on August 16th, same email "needed" to be forwarded to Affirm's customer care. See date and recipient name in screenshot from Sent folder. 

  The links that Affirm mentioned lead to "error messages" because they are to something that does not exist. Please provide BBB with the links provided by Affirm?

  The loans only exist within Affirm's own system. They do not correspond with anything at Amazon. 

  They're outright lying. This is all in one email chain. I email the proof that they approved from Amazon while on the conference call. It's what they requested directly from Amazon in a conference call.

  I forward the email. Not a screenshot. They acknowledge receiving it with a scripted email. Then, nothing happens so I forward Amazon's email, again, just to receive the same scripted email from Affirm acknowledging receipt.

  I wanna forward the email chain to BBB, please? Please provide me with an email.

  I filled this complaint because I'm dealing with a scripted customer service that acknowledges repeated receipt of what they requested with absolutely no action by Affirm to clear the matter.

  What that person just said is just like me dealing with them, personally.

  There's nothing happening. It's a script. They offering no recourse, but receiving the information and requesting it again, and again, and again, and now here, too.

  It's a script. They're not doing anything except asking for the same information they requested directly from Amazon on our conference call on August 1st.

  I deserve to be angry.

  Reduce their BBB rating. They're not even a functioning company. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/15/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his request for a refund towards a purchase with the merchant, Amazon.
  
  As previously stated, **************** is attempting to obtain a refund for a purchase associated with an Amazon purchase with Order ID: *******************. Upon another review, this does not match any of the loans obtained with Affirm on ******************** account. On September 7, 2023, Affirm sent **************** an email instructing for him to contact Amazon directly with regards to any refunds he believes he is owed.
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, they are still responsible for repayment.
  
  In the event that **************** has any additional questions, Affirm encourages for him to reach out to Affirm directly via email.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20526262
  
  I am rejecting this response because:

  These are two links to the single purchase provided by Affirm:

  **********************************************************************

  **********************************************************************
  

  Click on them. They do not correspond with anything within Amazon's system.

  I don't need a refund from Affirm. Affirm needs a refund from Amazon. I cannot get a refund from Amazon because I didn't order anything.

  Affirm has resorted to harassment by way of phone calls and emails threatening my credit rating.

  Affirm made a mistake that Affirm needs to own up for to Affirm's lenders. I'm not paying Affirm for a purchase that was cancelled at the point of sale.

  Their response will be exactly the same, again it's a script. It's from an office that is scared to admit their own mistakes to their own lenders.

  I am paying Affirm monthly for two other loans. I'm not paying them for a purchase that never completed.

  Their links go nowhere. Their customer service goes nowhere. They asked for proof and do nothing with the proof. I can't, and won't do anything for them. They messed up. I will pay off the two remaining TRUE loans corresponding with TRUE purchases in the Amazon system. That's it. I don't need a refund. I'm attaching a screenshot of where the links provided by Affirm get us, when clicked. It's an error message from Amazon because the purchase that Affirm mistakenly is trying to charge, threaten, and harass me over, never happened. 

  Please lessen their BBB rating as they are not a functioning company? 

  I do not need a refund, as I did not make a purchase.

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

• Initial Complaint

  Date:08/26/2023

  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 tried to open an account with ********************** and was told I already had account and open loans. I had them do an investigation because I know I never opened any loans with them. I want it put on record Im a victim of human trafficking and the people responsible are the ones who did the following loans on the affirm account. I have asked them to investigate and they keep trying to say Im responsible for loans I didnt apply for and items I didnt get. I have went ahead and got a lawyer involved. If affirm doesnt close the account down and clear my name from the loans gotten by traffickers, my lawyer is prepared to start a class action lawsuit.

  

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states her concerns with the credit reporting and unauthorized activity that occurred under her account. 
  
  On May 21, 2023 **************** reached out and reported that the account was experiencing unauthorized activity. The Account Safety team reviewed her claim and found that she was responsible for the loans with the information available at the time.
  
  Affirm's investigation evaluated all information provided in the origination of the claim 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.
  
  The team informed her that the investigation was final unless she had new evidence to provide for them to review the case an additional time. 
  
  In regards to her credit reporting concerns, by using the Affirm service, she agreed to Affirm's Terms of Service which states in section 2. How Affirm Will Serve You, under  Servicing & Collection, that  "if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency" More information on Affirms Terms of Service can be found here: **************************************
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 her request to remove credit reporting for the loans.
  
  In the event she has any further questions or concerns, Affirm encourages her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20526003
  
  I am rejecting this response because you all never wrote me asking me for evidence. Furthermore, I don't understand what part of me stating that I'm a victim of human trafficking and identity theft they aren't comprehending. I sent proof of me being a victim of both. I never got loans with you all and my lawyer will be reaching out 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/15/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her claim that loans were obtained in her name without her authorization.
  
  As previously stated, previously stated Affirm reviewed ******************** claim of unauthorized activity. On July 28, 2023, Affirm's Account Safety Team sent her an email advising that upon review of the details of her account, she was found to be responsible for the loans in question and that her claim would only be reviewed again if she provided new evidence that would support her claim. To date, Affirm has not received any of this information that substantiates her claim of unauthorized activity. 
  
  In the event that **************** has any further questions, we ask that she reaches out to Affirm directly via email.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20526003
  
  I am rejecting this response because: I've reached out several times over the course of two months via email and they have failed to respond back.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/26/2023

  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., I do not have a contract with ************************, they did not provide me with the original contract as requested. Including all other Accounts associated with this creditor.

  

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed his complaint regarding his request to remove loans from his credit report.
  
  Affirm's records indicate 2 loans in question both with the merchant American Muscle.
  
  Loan WL9J-LT11 was processed on November 26, 2018 in the amount of $1,362.70. The agreed upon repayment terms of the loan are 12 installments of $121.80 at an APR of *****% and payments due the 26th of each month. The loan charged off on August 25, 2019 due to not receiving payments for 120 days. 
  
  Loan OJW7-UGS9 was processed on April 15, 2019 in the amount of $850.85. The agreed upon repayment terms of the loan are 12 installments of $82.91 at an APR of *****% and payments due the 15th of each month. The loan charged off on September 13, 2019 due to not receiving payments for 120 days. 
  
  Affirm has not received any direct contact from him in regard to this concern. 
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  On December 22, 2022, ******************** was notified via email that the ownership of the loan had changed, and the loans were now with *****************************. 
  
  Please note that by using the Affirm service, ******************** agreed to Affirm's Terms of Service which states in section 2. How Affirm Will Serve You, under Servicing & Collection, that  "if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency "  More information on Affirms Terms of Service can be found here: **************************************
  
  For more information regarding the repayment status and credit reporting, ******************** may contact ****************************** as the loans is now in their possession. He may contact them by calling them directly at **************.
  
  Please note Affirm is no longer reporting this loan to the credit bureaus, but please reach out to ***************** on how they report to credit bureaus, as they may do so in the future.
  
  In the event ******************** has any further questions or concerns, we encourage him to reach out to  ****************************************************.
  
  

• Initial Complaint

  Date:08/25/2023

  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 purchased a product, used affirm and paid the entire balance off the next day a couple of weeks later the company refunded me just over $100 for a partial return that refund showed up on my affirm account at the end of July as an adjustment, because I had already paid the entire balance, the normal process is that affirm should be refunding that amount to my bank account. I waited about two weeks before contacting affirm because my refund had not been transferred to my bank from affirm. Upon contacting affirm on August 8 I was told to send an email with a screenshot showing the missing refund and was told I would have a response within 24 hours. It is now August 25. I have emailed 2 times since august *** have called the company over 5 times since august 8 and still have received no response from affirm. I have spoken to customer service agents who have said theyve moved my request to critical, but have not been contacted. not once. I want the status of my refund, I want my money back and I I want them to have the decency to respond to me. I have two official complaints that I have opened and when I went into my account today to check to see if there had been any status updates one of my complaints had been closed? but still I have yet to hear from anybody and I still have no refund. I dont know what to do At this point. customer service will not allow me to speak to any kind of management, and apparently my case has been marked as critical but nobody seems to care enough to contact me is been a month since my return was satisfied by thee merchant. I hope to get some resolution asap *** This exact scenario happened to me several months ago Where a refund was not paid back to me due to a system error at Affirm. I wonder how many other people they have done this to never refunding considering its happened to me twice now I dont understand why they believe that they can ignore customers like this while holding money due to an error on their side.

  

  Business Response

  Date: 09/07/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her displeasure with the process of being refunded on a recent purchase.
  
  Affirm's records indicate that on July 8, 2023, ************** obtained loan HDAW-MYIL for a purchase with the merchant, Dyson Canada Store for $1,472.78. ************** agreed to loan terms of 0% Annual Percentage Rate (APR) and six monthly payments of $245.46. ************** paid off the loan in full later that day.
  
  On July 11, 2023, the merchant provided a partial refund in the amount of $28.00 towards the loan. This balance was sent back to ****************** payment method on file on July 17, 2023.
  
  On July 28, 2023, the merchant provided another partial refund of $100.79 towards the loan. Regrettably, due to a technical issue, Affirm was unable to process the refund in the same way the previous one was.
  
  On August 8, 2023, ************** contacted Affirm inquiring about the refund and provided screenshots from her account showing the refund was not reflected. She was advised that her request would be escalated. 
  
  Between August 8 and August 25, 2023, ************** reached out to Affirm on multiple occasions requesting for updates on the refund in question. On August 18, 2023, an email was sent to ************** advising that her request was still in progress.
  
  On September 1, 2023, Affirm sent ************** an email confirming that she was owed a refund in the amount of $100.79 and that a refund check would be sent to the mailing address on file for her Affirm account. She can expect for this check to arrive within 30 days.
  
  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: 09/07/2023

   
  Complaint: 20524399
  
  I am rejecting this response because:

  it was a lie that they indicated that I was  contacted any time during the month of August indicating anything about the status of my issue. The reference on August 18 was in response to a phone call I made where the agent had opened an official complaint and that agent sent me an email that just summarized our interaction on the phone that day.  At that time, and for the entirety of August, I had not received one response, so I dont appreciate this false information.
  

  on September 1. I received the first communication from affirm regarding my concern. The communication indicated as their excuse stated above that there was a technical issue, and the refund was not properly sent to my bank account. On this day they asked me to  confirm my mailing address so that the check could be sent. No less than five minutes after receiving this very first contact from affirm. I responded and confirmed my mailing address.  
  

  As of today on September 7, the case still remains in progress I have not received confirmation that the check has been sent, but I assume that it has not considering the case is still open. I contacted them again asking to please respond to my address confirmation to tell me when they will be sending the check.  I received no response. Again just today before receiving this reply at the Better Business Bureau I had sent another request to them to please respect me due to the frustration that they have put me through and respond to me regarding this check as it appears from my end the case is still open and the check has not been sent.  Can I confirm that 100%? No because I have contacted multiple times since September 1 and have not received a response indicating if its been sent or not so again, Im being ignored. I want this case closed and I want my check to be in the mail and I want a response telling you exactly the date that check was sent.  Affirm should be embarrassed for their lack of care and professionalism in this matter.

  The responses being a rejected, because as it stands, based on my knowledge this case has not been settled, and I will not accept this until its been closed and Ive received my $100.79. As a firm included in their response, this purchase was made at the beginning of July and was paid fully that same day. The refund was provided by the merchant at the end of July. And now as of September 7th I still have not received confirmation that the money check is in the mail. That is beyond unreasonable and just because they responded one time September 1st doesnt mean they are suddenly off the hook for fixing this mistake. All information Im aware of says the issue is not resolved  as of today.

  all of this could have been mitigated in a reasonable matter had this company an ounce of decency to communicate about their wrongdoings and their steps to correct it.  

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

  

  Business Response

  Date: 09/14/2023

  Thank you for the opportunity in responding to ****************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her concerns with regards to a refund check she is owed.
  
  As previously stated, Affirm advised ************** on September 1, 2023 that a refund check in the amount of $100.79 was being sent to her address on file and to allow 30 days for it to arrive.
  
  On September 14, 2023, another email was sent to ************** stating to her again that the refund check is in transit and to allow 16 business days for it to arrive. We ask that ************** allow this time for arrival of the check.
  
  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.

• Initial Complaint

  Date:08/25/2023

  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.

  My vehicle was broken into, I have police information, I have car window replacement receipt, chase refunded the fraud on my debit car...I can't get affirm's contact information or replies. I have called customer service 30 times, I have emailed nothing gets accomplished. Affirm denied my fraud claim because they will not accept my evidence. THERE IS NO FAX NUMBER TO FAX TO. My phone with Apple Pay, my debit card connected, and email was stolen, my credit cards were stolen, and my debit card and license were found in the street. 2 loans were given, who knows who is the merchant, affirm won't answer any questions. 103 and change was charged to my debit card, now I am getting nasty texts and emails from affirm. THEY DO NOT REPLY TO EMAILS, CUSTOMER SERVICE SAYS TO EMAIL, THEY HAVE NO FAX NUMBER OR REFUSE TO GIVE IT OUT. THEY SAY I OWE 2-3K and it is a mystery.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns that Affirm loans were obtained in her name without authorization. 
  
  Affirm received phone contact from ****************** on July 25, 2023, where she expressed concerns that Affirm loans were obtained in her name without authorization. Based on this contact a case was forwarded to Affirms Account Safety Team for review. 
  
  On August 10, 2023, Affirms Account Safety Team sent ****************** an email informing her that based on the initial investigation it had been determined that she would remain responsible for repayment of the Affirm loans in question. This communication also noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason a consumer protection affidavit was included with the email and ****************** was informed that once Affirm received the completed affidavit, the investigation would be reopened and she would be informed of the outcome within 30 days. 
  
  Affirm did received follow up from ****************** on August 19, 2023, where she requested a fax number to send the completed consumer protection affidavit. Affirm apologizes for any inconvenience caused, but does not offer a fax number for communication in this instance. 
  
  On August 26, 2023, ****************** emailed photos of the completed consumer protection affidavit. Affirm would like to confirm that her documents have been received and are readable. ****************** will not need to resend the consumer protection affidavit. 
  
  On September 1, 2023, Affirm followed up with ****************** via email and confirming that her account had been flagged for suspected unauthorized activity. This communication also noted that credit furnishing on any eligible loans associated with the account is paused while Affirm investigates. The responding agent also informed ****************** that the investigation may take 30 days to complete. 
  
  At this time, Affirm would like to confirm that the investigation is currently ongoing. ****************** will be provided with updates via email on the status of the investigation as they become available. 
  
  Please know that we take these claims very seriously and appreciate Ms. ******** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:08/25/2023

  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.

  Affirm reported to credit bureaus that I had 3 loans with late payments. However, I do not have an Affirm account and I have never even applied for a loan. Affirm mixed up my sons information with mine. Overall, Affirm gave loans to a MINOR without consent or verification of information! I need 2 things:- the reports made to credit bureaus to be removed from MY credit report and - since the loans were given to a minor, it has no validation and it is not legally binding, I want those loans canceled immediately. I have called and emailed Affirm numerous times and theyve promised to respond within 3-5 days. Its been 2 weeks and I have not received not even an update.

  

  Business Response

  Date: 09/07/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern regarding several unrecognized loans appearing on his account that were reported to the credit bureau. 

  Affirm records indicate that the following loans on ****************** account were furnished to the credit bureaus: TheRealReal loan ID 4EL8-3ZFT, Garmentory loan ID BYMN-62SK and ******** loan ID *********. TheRealReal loan (ID ********** was processed on August 26, 2022 in the amount of $3,161.48. **************** agreed to make 12 monthly installment payments of $286.83 and the loan APR is *****%. The Garmentory loan (ID ********** was processed on June 1, 2022 in the amount of $785.31. **************** agreed to make 6 monthly installment payments of $137.06 and a loan APR of *****%. The Chrono24 loan (ID ********** was processed on August 22, 2022 in the amount of $2,145.35. **************** agreed to make 18 monthly installment payments of $134.85 and the loan APR is *****%. 

  ******************** contacted Affirm on August 10, 2023 to report unrecognized loans on his credit report. On August 14, 2023, ********************************* contacted via the Secure Messaging Portal to state that the obtained loans belonged to him and should not be reflecting on *****************************s credit report. **************** disputed the aforementioned loans with the credit bureaus as unauthorized on August 22, 2023. These disputes were denied as the loans were found to be reported accurately. Affirm would like to apologize for the delay in following up regarding this request. 

  On September 1, 2023, an Affirm ******** Care agent followed up with the Secure Messaging portal to report that the aforementioned loans were removed from credit reporting entirely.  To date, all of the loans previously appearing on ****************** account have been marked as unauthorized and he is no longer responsible for payments towards these loans. **************** may file chargebacks with his financial institution for any payments made towards these Affirm loans. 

  On September 7, 2023, the Account Safety Team advised **************** via email that he would not be able to use the existing Affirm account due to a technical issue. 
  Affirm thanks **************** for his patience with this matter. In the event that **************** has any further questions, Affirm encourages him to reach out directly through ****************************************************.
  

  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20520992
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me however, on ***************'s behalf, as his parent,  I need to know how is that loan going to be handled? He can't access the affirm account and anyway, he is a minor...

  Please let me know.
  
  Sincerely, 
  
  *****************************
  
  

  

  Business Response

  Date: 09/18/2023

  Thank you for the opportunity in responding to ****************************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his concerns regarding an unauthorized loan claim.
  
  As previously stated, on September 1, 2023, an Affirm ******** Care agent followed up with the Secure Messaging portal to report that the aforementioned loans were removed from credit reporting entirely. To date, all of the loans previously appearing on ****************** account have been marked as unauthorized and he is no longer responsible for payments towards these loans. 
  
  Upon review of ****************************** BBB rebuttal complaint, Affirm has confirmed that the loans in question were removed from his credit report.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:08/25/2023

  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.

  I ordered a shed online and used Affirm for payment. I never received anything! I have called at least a dozen times to resolve this. No response. I never received ANYTHING!!!!!

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint, which states that he never received an order confirmation, tracking or physical item for his loan. 
   
  Affirm's records indicate that loan PVSK-6FLI was processed on June 22, 2023, in the amount of $760.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $228.37 due on the 22nd of each month. 
   
  Affirm first received contact by phone from ************** on July 19, 2023. He explained that he did not receive any kind of correspondence on his order, and it has not been delivered. Affirmed escalated a request for review. 
   
  ************** called again on July 21st, July 24th, August 2nd, August 4th, August 8th, August 17th, and August 25th, 2023 to discuss the overall issue. He was not satisfied with the dispute process and explained that he would not be making payments on a loan that he did not have a product for. 
   
  On September 8, 2023, Affirm advised ************** that he was no longer responsible for the loan and Affirm had found the dispute in his favor. If he logs into his Affirm account, he will see the loan is no longer his responsibility. 
   
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 09/08/2023

  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:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 8/19/23 I ordered 2 tires from Extreme Customs which were financed through Affirm. The next day I received a message from Extreme that they did not have the tires in stock and cancelled my order. After many tires by phone and e-mail I was finally able to get a hold of Extreme 2 days later and they told me the money had been refund to Affirm. Affirm refused to credit this money back to my account.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards his loan by a merchant.
  
  Affirm's records indicate that on August 19, 2023, ********************** submitted an application and was approved for loan D8UV-79W0 for a purchase with the merchant, TireFinancing.com in the amount of $752.34. He agreed to loan terms of 0% Annual Percentage Rate (APR) and 12 monthly payments of $62.70. He received a notification advising him that the loan was approved and being processed by the merchant.
  
  On August 21, 2023, ********************** contacted Affirm requesting for the loan to be refunded. Affirm advised him that the loan was still being processed and instructed for him to contact the merchant directly. The loan was fully refunded on August 25, 2023 and ********************** will not be responsible for repayment of the loan.
  
  Affirm apologizes for any frustration this situation may have caused for **********************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.

  Customer Answer

  Date: 09/08/2023

  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. Regardless this company Affirm is a major PIA to deal with. Never again !
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/24/2023

  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.

  Affirm locked my account, asked me to submit identifying information (which i did), yet still has not unlocked my account or told me what allegedly occurred. No respectable financial institution would leave a consumer completely unaware of what is happening.

  

  Business Response

  Date: 09/07/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concerns with accessing his Affirm account. 
  
  *********************** records indicate that on August 22, 2023, **************** was sent an email informing him that Affirm identified suspicious activity on an Affirm transaction, which resulted in his account being locked. 
  
  On August 23, 2023, **************** was sent another email from Affirm. This email included a, single use link so that **************** could securely submit the required documents to confirm his identity and re-secure his Affirm account. The email also noted that Affirms Account Safety Team reviews the submissions Monday-Friday, and asked that **************** allow 7 business days for his documents to be reviewed, and if approved, updated. 
  
  On August 30, 2023, Affirm emailed **************** and informed him that his account was successfully recovered. This communication also noted that **************** would not be held responsible for any activity determined to be unauthorized.
  
  Affirm thanks **************** for his continued patience throughout this process.  Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  In the event that Mr. ************ has any further questions, we encourage him to reach out to Affirm via ***********************************************************
  
  

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20519309
  
  I am rejecting this response because the entire process lacked transparency, accountability, and did not follow basic processes financial institutions should take to address these issues.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/14/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint rebuttal. Affirm has reviewed Mr. ******* rebuttal, which states his frustrations with Affirms process for account recovery.
  
  As noted in Affirms response to Mr. ******* initial BBB complaint, he completed and recovered his Affirm account on August 30, 2023. Affirm acknowledges that the account recovery process can be a frustrating process and thanks **************** for his patience throughout it. 

  Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information. In the event that **************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.