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:09/14/2023

  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.

  Affirm has added a collection in my credit file for an account that was not mine. I would like for my credit file to be updated and the collection/Charge off on my credit history. I have or had no business with Affirm and would like these negative reportings off all three credit agencies.

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm  has reviewed ************************ complaint, which states his concerns this a charged off Affirm loans was obtained in his name without authorization.
  
  Affirms records indicate that ********************** has one Affirm loan currently in a charged off status. Loan BISN-8ZYT processed for $661.91 on September 28, 2023, for a purchase with The RealReal. The agreed upon repayment terms of the loan are 3 installments of $220.64 at an APR of 0% and payment due on the 28th of each month. There were no payments received and the loan was subsequently charged off on February 26, 2022, after having an overdue balance for 120 days. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon charge-off, Affirm placed the loan with one of Affirm's third-party collection partners,**********, for continued management. At this time, ********************** will need to contact ********** at ************** to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm received help center contact from ********************** on October 1, 2021, where he explained that the order associated with loan BISN-8ZYT had been marked as delivered and signed for, but he had not received it. Affirm followed up that day and encouraged ********************** to contact the merchant directly as all matters of returns, refunds, order fulfillment and cancellation are subject to the policies put in place by the merchant. Affirm did not receive a response to this message. 
  
  Affirm received a dispute through E-***** concerning the accuracy of the information furnished on February 9, 2022; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ********************** on February 15, 2022. Due to the fraud claim in the dispute, the account was reviewed by Affirms Account Safety Team who denied the claim. 
  
  Affirm has no records of receiving direct contact from ********************** to report the loan as unauthorized. If he 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 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. 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  BISN-8ZYT.
  
  In the event that ********************** has any further questions, we encourage him to reach out to Affirm via **********************************************************;
  
  
  
  

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm is trying to charge me for tickets that I have returned. The tickets were returned Aug 8th 2023.Amount ****** is what they are trying to charge me but the tickets are RETURNED already. I am not tech savy and they told me that I am still liable for the charge but the tickets were returned.

  

  Business Response

  Date: 09/28/2023

  
  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed Mr. ***** complaint, which states his concerns with receiving a refund towards his purchase, obtained with an Affirm loan.
  
  Affirms records indicate that loan V0EO-G4O0 processed for $232.00 on July 26, 2023, for a purchase with Gametime. The repayment terms of the loan are 6 installments of $42.14 at an APR of *****% and payment due on the 26th of each month. There have been no payments received and the loan is currently in an overdue status. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. Affirm pays the merchant up front for the full amount of the purchase and upon accepting the loan,  ************ agreed to repay Affirm the amount plus any interest outlined in his loan terms. It is important to note that Affirm strictly manages the financial portion of the transaction All matters of returns, refunds, order cancellations 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. To date, there have been no refunds received towards loan V0EO-G4O0.
  
  On August 24, 2023, Affirm received phone contact from ************ where he advised he was calling for a refund because his purchase had been returned to the merchant. The assisting agent that spoke with ************ confirmed that a refund had not been received towards the Affirm loan and asked when ************ had received a refund confirmation from the merchant. ************ noted that he received a credit from the merchant to purchase tickets at a later date. 
  
  The assisting agent that spoke with ************ explained that if he had received a credit from the merchant, the loan would not be refunded and he would remain responsible for repayment of the Affirm loan. The agent went on to suggest that ************ contact the merchant to request that his refund be processed towards the Affirm loan, rather than being issued a credit for a purchase at a later date. 
  
  As noted above, all refunds, returns, and order cancellations are subject to the policies put in place by the merchant. Gametimes website does note that refunds are issued via store credit. Their return policy can be found here: *******************************************************************
  
  
  If ************ has documentation indicating that loan V0EO-G4O0 is due a refund, he is encouraged to submit to Affirm for review by emailing ***************************************. Please note, unless a refund is applied to the loan by the merchant, ************ remains responsible for repayment of Affirm loan.
  
  In the event that ************ has any further questions, we encourage him to reach out to Affirm via ****************************************************************;
  
  

• Initial Complaint

  Date:09/14/2023

  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 made three separate orders with a site called herohavencardkingdom, the only payment method was affirm, which I didn't think much of at the moment. I have provided photos of each order made and the amount owed. After the shipping label was created, it stayed on waiting for shipment for a long time, and thats when the first suspicion arose, after a little more digging, the site is clearly a faux too good to be true site for trading card items. I contacted affirm for a merchant dispute 4 days ago, they have yet to reply to me. They were readily able to give me a 1000$ loan but the moment it becomes apparent youve been scammed, they will do everything in there power to drag out the dispute and refund process. I have contacted 20+ different individuals with all the same story of using affirm and being scammed by the SAME website. I have brought it to their attention through a live chat once and nothing is seemingly being done about this, I was told if fraud was found they would investigate, but these people have been scamming and working in tandem with affirm and their horrible, unnecessarily difficult and predatory loan cancellation process. They have not responded in 4 days to any of three of my merchant disputes which is why I'm filing a BBB complaint. This website affirm is supporting site provided a fake address and a fake number, his instagram followers are fake to make it look legitimate, and affirm is actively supporting this while taking a month to process and dispute people's fraudulent payments. I have countless photos that this person will not respond to email or text, and his # is not real, I have proof of each individual that was scammed.

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond to ******************************** BBB complaint. Affirm has reviewed ******************************** complaint, which states his concerns with receiving a refund towards his purchases that were obtained with Affirm loans. 
  
  Affirm's records indicate that loan S3BM-GECC processed for $129.55 on August 22, 2023, for a purchase with herohavencardkingdom. The repayment terms of the loan are 4 biweekly installments of $32.39 at an APR of 0%. Affirm received the first payment of $32.39 on September 6, 2023, however this amount has since had a charge back filed against it. 
  
  Loan G11G-AE2K processed for $479.97 on September 5, 2023, for a purchase with herohavencardkingdom. The repayment terms of the loan are 4 biweekly installments of $119.99 at an APR of 0%. 
  
  Loan AMVC-**** processed for $390.80 on September 7, 2023, for a purchase with herohavencardkingdom. The repayment terms of the loan are 3 bi-weekly installments of $97.70 at an APR of 0%. The loan required a down payment of $97.70, that was submitted on September 7, 2023. The down payment has since had a charge back filed against it. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellations and fulfillment are subject to the policies put in place by the merchant. 
  
  Affirm received contact from **************************** via *********** on September 11, 2023, where he reported that his orders were yet to ship and advised that the merchant has been unresponsive to his contact attempts. Affirm followed up on the same day and provided an overview of the dispute process along with requesting documentation for review to determine if disputes could be opened on ******************************** behalf. Affirm received ******************************** follow up and documentation on September 12, 2023, and September 13, 2023. 
  
  On September 18, 2023, Affirm followed up and confirmed that disputes for loans S3BM-GECC, G11G-AE2K, and  AMVC-**** have been opened. The messages sent to Mr. ************** informed him that the evidence due date for the disputes was October 3, 2023, and that it may take an additional 15 days from that date for the disputes to reach a resolution. 
  
  On September 29, 2023, the three disputes reached resolutions in Mr. **************** favor. Mr. ************** was informed via email that he will not be held responsible for repayment of Affirm loans AMVC-****, G11G-AE2K, S3BM-GECC. Please note, as a result of the charge back disputes filed against the payments for the loans, no refunds are due at this time.
  
  Affirm thanks Mr. ************** for his continued patience throughout the dispute process. In the event that Mr. ************** has any further questions or concerns, we encourage him to reach out directly via email.
  
   

  Customer Answer

  Date: 09/29/2023

  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:09/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Affirm twice on 8/31 as was injured and lost medical insurance. Payment was late and needed solution and loan modification was an option. Was not advised of this option and waiting for a supervisor was cut off waiting. Loan because 20-days past due because of no help and not notified of any potential options. Was given a loan modification AFTER it was too late. Agent supervisor **** admitted I should have been notified of this option and would speaker to agent to TRAIN!! As if future customers is my concern!!! Because of lack of help and even notification of option for modification was reported 30-days past due and credit dropped 42 points ruining my credit for 7 years. Supervisor **** said Not all are eligible for loan modification. But clearly the only way to determine that is the ACKNOWLEDGE to their customers that it is an OPTION! Clearly, I was calling TWICE on 8/31 not to discuss the weather but to AVOID DELINQUENCY. As proven days later I was eligible. **** said, You should have asked about it. How am I going to ask about something Im unaware of? It is beyond unreasonable to not give options when a customer calls about a past-due account going into delinquency the next-day and not offer possible solutions!!! This person should be fired and credit agencies should be contacted immediately to correct the report because loan modification should have been done that day!

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity in responding to ****************' BBB complaint. Affirm has reviewed his complaint which states his request to remove late ****s from his credit report as he indicated he experienced financial hardships.
  
  Affirm's records indicate that on December 2, 2022, **************** obtained loan W8M2-N1HM for a purchase with the merchant, KEF ************ in the amount of $6,999.99. **************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $4,299.99 and 18 monthly payments of $188.67.
  
  Affirm's records further indicate that **************** made seven on time payments between the dates of January 2 and July 31, 2023.
  
  On August 31, 2023, **************** called Affirm indicating he was unable to make the payment that was due on August 2, 2023. The agent advised **************** that Affirm charged no late fees but did not offer the option of applying for a payment deferral to avoid being reported 30 days past due to the credit bureaus. Affirm will provide coaching to this representative to ensure this does not happen in the future.
  
  On September 5, 2023, **************** spoke with Affirm inquiring about payment options and was able to successfully apply the payment deferral towards his loan. He received a notification indicating that the next payment would be due on November 2, 2023.
  
  Between the dates of September 13 and 23, 2023, **************** contacted Affirm on multiple occasions questioning why he was being reported late despite attempting to contact Affirm prior to the payment on August 2, 2023 becoming 30 days past due. He was advised that Affirm was required to report accurate information to the credit bureaus.
  
  Upon receipt of ****************' BBB complaint, Affirm has taken the necessary steps to ensure that the late **** is removed from his credit report. This can take up to 30 days to reflect, but often times sooner.
  
  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.

  Customer Answer

  Date: 09/30/2023

  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.
  
  Affirm made the right decision to request the credit report be rectified because as they said, The agent advised **************** that Affirm charged no late fees but did not offer the option of applying for a payment deferral to avoid being reported 30 days past due to the credit bureaus

  I clearly called for a resolution and if Affirm corrects the report, we are good because my only intention on 8/31 was to come up with a solution to avoid a default. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2023

  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 accounts were just reported to Experian as 30 days past due. I called Affirm in July about the fact that my son is very sick and in the hospital and I was put on FMLA by my job so didn't have enough income to cover my loans for August. The person I spoke to said they would note my account. I then called again in August and said that my son was still in the hospital and I was concerned about my loans as I still wasn't able to pay, I was told it would be noted in my account and that I would be given a grace ******* I then called once again at the end of August to say that I was still concerned as the accounts show as late on the app, that I couldn't catch up until later in Sept and was told not to worry, my account would be noted.I was notified today that Affirm reported 3 loans as passed due over 30 days to Experian and my credit score dropped 94 points!! I am very confused because I called several times asking if there was something that could be done to put my loans on hold or a longer grace ****** until I could pay again and was told I would be fine because it's noted in my account, which is obviously not true. I have paid several thousand dollars to Affirm since 2021, and not one loan was ever late. Your webpage says to contact Affirm if you need help with your payments. I did the responsible thing and asked for help from the company before I ever got behind on my loans with Affirm.I just submitted payments for the past due amount even though I can't afford it and I am asking that you as a company remove the 3 reported later payments. I did the right thing and reached out several times to explain my circumstances and was told I would be fine, so I was misled. I also have never been behind on my loans with Affirm in the last 2 years, so to have been reported late when I asked for help from Affirm before the late payments seem very unfair.

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed her complaint, which states she was behind on payments and now her loans have been reported to the credit bureau.  
  
  Affirm reviewed and found the following 3 loans with Walmart. 
  
  Affirm's records indicate that loan TGKB-03YN was processed on May 1, 2023, in the amount of $318.89. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $41.27. This loan became delinquent because she did not satisfy the payment due on August 1, 2023 until September 14, 2023 and became more than 30 days overdue.
  
  Loan TU9P-6XT0 was processed on May 1, 2023, in the amount of $304.93. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $53.91. This loan became delinquent because she did not satisfy the payment due on August 1, 2023 until September 14, 2023 and became more than 30 days overdue.
  
  The last loan TKHTF-W9DX was processed on May 1, 2023, in the amount of $1,285.12. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $114.18. This loan became delinquent because she did not satisfy the payment due on August 1, 2023 until September 14, 2023 and became more than 30 days overdue. This loan was also approved for payment deferral on September 16, 2023. 
  
  Within Ms. ***** BBB complaint, she mentioned that she had called Affirm in July of 2023 and was told that the agent had notated the account about her having trouble making her payments coming up in August. 
  
  Affirm would like to apologize if she felt that Affirms customer service was not a satisfactory experience. We take these matters seriously, and if she can provide a date in July and times of when she spoke to the agent, we are happy to review that call. We did not locate the call from July in our investigation. 
  
  The first record we located on her reaching out was on August 17, 2023 where she called in and in speaking to the Affirm agent, she explained that she was still without a job and that she was not wanting her payments being late to cause trouble on her credit report. The Affirm agent did go over late payment talking points and provided an option for possible loan modification. The agent also sent a follow up email after the call with a link for loan modification. Affirm would like to apologize that the Affirm agent did not go over in detail, credit furnishing on Affirm loans. 
  
  Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  Affirm later received 3 FCRA disputes, one for each loan, on September 14, 2023. After investigation, we found the loans to be reporting accurately in each dispute.
  
  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.
  
  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 deleted the reporting associated with these loan due to the agent errors discovered. The update may take 3-5 business days  to reflect on your end. 
  
  Please note, you remain responsible for the loan and repayment at the agreed upon terms. 
  
  In the event that ************ has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:09/13/2023

  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 made a purchase online through Target and paid with Affirm on March 18, 2023 for the amount of $108.24. I cancelled it the same day as I noticed the pick up location was incorrect. My purchase went through and I have contacted Affirm but I have not received no resolution. I sent them a screen shot of the order being cancelled. They informed me to reach out to the merchant (Target) and they have informed me it shows cancelled. I have paid off the loan and would like my money back.

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concerns with receiving a refund towards an Affirm loan after canceling her purchase with the merchant. 

  
  Affirm has reviewed the documentation provided in Ms. ****** BBB complaint, which shows a canceled order with Target. The order number included in Ms. ****** documentation is *************. 

  
  Affirms records show that the loan associated with Target order ************* is loan S4A9-CHJF. The application for loan S4A9-CHJF was submitted on March 18, 2023. However, the loan did not process and reflects as voided in full on Affirms end. Please note, ************** is not due a refund towards this loan as it was not processed and no payments were received. 

  
  Affirms records further indicate that ************** also submitted loan applications MKNS-361Q, and 8RNY-YSYB on March 18, 2023, for purchases with Target. 

  
  Loan MKNS-361Q successfully processed on March 20, 2023, for a purchase with Target in the amount of $106.46. The repayment terms of the loan were 12 installments of $10.03 at an APR of *****% and payment due on the 20th of each month. On September 13, 2023, Affirm received the final payment for $55.63. The Target order ID number associated with loan MKNS-361Q is *************.

  
  Loan 8RNY-YSYB successfully processed on March 20, 2023, for a purchase with Target in the amount of $108.24. The repayment terms of the loan were 12 installments of $10.20 at an APR of *****% and payment due on the 20th of each month. Affirm received the final payment for $56.,54 on September 13, 2023. The Target order ID associated with loan 8RNY-YSYB is 9081451639383. 

  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellations 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 27, 2023, Affirm received contact from ************** where she explained that the order associated with loan MKNS-361Q was canceled. Affirm followed up with ************** on the same day and informed ************** that there had been no refunds received towards the loan, along with noting that the purchase was outside of Affirms official dispute window. This communication also provided an overview of refund processing times. 
  
  As noted above, the documentation that ************** has provided shows a cancellation for Target order ID *************, which was associated with loan application S4A9-CHJF. This loan did not process and was voided on March 18, 2023. 

  
  The Target order ID associated with loan  MKNS-361Q is *************. If ************** has documentation indicating that order ID ************* was canceled, and loan MKNS-361Q is due a refund she is encouraged to submit it to Affirm by emailing ***************************************
  
  Affirm hopes that this information is helpful. In the event that ************** has any further questions, we encourage her to reach out to Affirm via ****************************************************************;
  

  
  

• Initial Complaint

  Date:09/13/2023

  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 June 6,2023 I made a purchase using an AFFRIM DEBIT CARD. I initially requested $250 BUT ONLY USED $201.41. I have repeatedly reached out to customer service via phone and email but no one has been able to correct the issue and adjust the payment to reflect the correct amount. I closed the AFFRIM DEBIT card and even used the refund excess payment option and it gives an error message. Affrim.com is now reporting on my credit report incorrect information. I refuse to make a payment until my loan is corrected.

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with receiving a refund towards her Affirm loan. 
  
  Affirms records indicate that Affirm card loan M5D6-A99D was processed on June 6, 2023, for $250.00. The repayment terms of the loan were 3 installments of $88.38 at an APR of *****% and payment due on the 6th of each month. 
  
  On June 8. 2023, **************** contacted Affirm via chat and explained that she had not utilized the amount of $250.00. Affirm proceeded with opening a dispute for the loan on June 29, 2023. **************** was sent email communication on the same day informing her that a dispute had been initiated. However, it appears that **************** account notification preferences may have prevented her from receiving this notification. On August 18, 2023, Affirm sent **************** a secure message within her Affirm account to request additional documentation for review. Affirm did not receive a follow up to this message. 
  
  On September 28, 2023, Affirm sent **************** a secure message within her Affirm account. This message confirmed that Affirms payment processor had resolved the dispute in **************** favor. This communication also confirmed that **************** will no longer be held responsible for repayment of Affirm loan M5D6-A99D. The loan now reflects a $0 balance within **************** account.
  
  
  ********************** would like to thank **************** for her continued patience throughout this process. In the event that she has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  

  Customer Answer

  Date: 09/29/2023

  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:09/13/2023

  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.

  The Affirm app and login is not showing all of the payments I have due. I have 3 payments that I cannot make my in-time payment for because they are not showing up anywhere in the app or the website login. Yet I receive notifications to pay them, when I click the notifications the account information is not there! I have no way to pay on these and customer service is non responsive. You can see in my screenshots the amounts I owe are different and I have notifications for these accounts, but in the actual app, they are not there! How can I pay on them if they arent showing up. I deleted and reinstalled the app and Ive used the website login. This is fraudulent and is not following truth in lending practices!

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states she is not able to see her loans in the Affirm application to make payments. 
  Affirm has reviewed and found a total of 25 loans that **************** has active with Affirm. 

  
  The following loans are currently set up with autopay: 

  
  o   72HU-C9ZT
  o   9RE9-3S07
  o   XVUI-288V
  o   6AFU-1NII
  o   ****-N6OL
  o   ****-GLG8
  o   MB16-AB7B
  o   3I6I-X0HZ
  o   Q7H4-1SSN
  o   EOUC-2LU5
  o   88R9-VP1W
  o   KUWS-KHEQ
  o   FQ0B-UJVV
  o   6W5B-5G6I
  o   WWNC-RLK7
  o   ****-2H7W
  
  The next group of loans are showing they are not set up for autopay and some are currently overdue: 

  
  o   R4GV-PP90
  o   7YY0-ZJNM
  o   9I00-NK7Q
  o   G5LV-CCYX - overdue 
  o   I3L9-SLKS - overdue
  o   YV16-LG14 - overdue
  o   R7BL-0XPS - overdue 
  o   AD4D-VAVV - overdue
  o   68C0-X4EA - overdue
  
  We have reviewed and located the call she has referenced from September 8, 2023. When calling in she stated that she had loans that were due on payments but that she could not see them in her Affirm application to make early payments. The Affirm agent informed her that she had active loans, and if not able to see them to please delete and re-download the application. She later stated in her BBB complaint this did not work. 

  
  Affirm has also reviewed her evidence that **************** sent with her BBB complaint. One of the screenshots shows that when looking at the loans, she has the Due this month; option toggled. Please note that while in this option she will only see the loans that truly are due that month as each loan has a different due date and if she is paying additional payments on certain loans, some loans may not be due for a payment if their payment has been met already. We ask that she please try using the All tab to see if the loans she has concerns with are showing. 

  
  If selecting the All tab does not work, we still suggest trying to delete and redownload the application. Additionally, **************** has the option of viewing her loans on a laptop or desktop computer by logging into affirm.com at any time. 

  
  Lastly, she is encouraged, if having issues seeing her loans, that she can call Affirm to make payments by phone. An Affirm agent will be able to assist her with the loan ID provided. **************** may call  ************ between the hours of 7AM to 10PM CT seven days a week.

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

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20599486
  
  I am rejecting this response because: your app and website have glitches and I have had to take things off auto pay to protect myself not knowing what is and is not showing. Youre not listening to my original complaint nor are you properly reviewing the screenshots I provided showing YOUR APPLICATION showing me different amounts due and not showing me all my accounts using the proper buttons provided.

  You are intentionally causing people to miss accounts and payments from improper management of your app system. 
  

  May someone file class action against you some day. You deserve it. Liars.

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

  

  Business Response

  Date: 10/06/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her issues with submitting payments towards her loan on her Affirm account.
  
  As previously stated, Affirm asks that she please try using the All tab to see if the loans she has concerns with are showing. If selecting the All tab does not reveal all ******************** loans as expected, we ask that she please send a screenshot validating her claim so we can review it. Additionally, **************** has the option of viewing her loans on a laptop or desktop computer by logging into affirm.com at any time. 
  
  We also suggest for **************** to call Affirm and provide her loan IDs for assistance on making payments towards her loans by calling ************ between the hours of 7AM to 10PM CT seven days a week.
  
  In the event that **************** has any additional questions, we encourage for her to contact Affirm directly via email.

• Initial Complaint

  Date:09/13/2023

  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.

  CASE #: ******** SINCE NOVEMBER 3,2021, IVE CONTACTED AND NOTIFIED AFFIRM OF FRAUD REGARDING LOAN ID XQFE-OM3Q IN THE AMOUNT OF $1,357.21. THIS LOAN WAS TAKEN OUT IN MY NAME AND APPROVED WITHOUT AUTHORIZATION. I DISPUTED THE ACCOUNT WITH ********************** AND ALL THREE (3) CREDIT BUREAUS. IN ADDITION, THE FOLLOWING WERE DONE TO DISPUTE THIS LOAN:***** AND LOCKED MY CREDIT FILED A POLICE REPORT FILED AN FTC IDENTITY THEFT AFFADAVIT MY SOCIAL SECURITY # WAS USED ILLEGALLY AND FRAUD OCCURRED. AFFIRM WILL NOT RESOLVE THIS ISSUE AND THE ACCOUNT REMAINS ACTIVE AS OF TODAY. FURTHER INVESTIGATION IS NEEDED TO REMOVE THIS ACCOUNT FROM MY CREDIT REPORT.THE RESULT OF THIS FRADULENT CHARGE CAUSED ME TO LOSE A JOB OPPORTUNITY. THE FRADULENT CHARGE IS CONSTANTLY AFFECTING MY CAREER AND MY LIFE. DURING FEDERAL BACKGROUND CHECKS, THE DELINQUENT ACCOUNT IS CONTINUOUSLY AN ISSUE. INFORMATION REGARDING LOAN ID ********* OPENED: APRIL 13, 2021 PURCHASE TOTAL: $1,106.72 TOTAL INTEREST: $250.49 TOTAL PAYMENT: $1,357.21 DELIVERY ADDRESS: UNKNOWN

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity in responding to ******************' BBB complaint. Affirm has reviewed her complaint which states her demand to remove a loan she claimed was unauthorized from her credit report.
  
  Affirm's records indicate that on April 13, 2023, loan XQFE-0M3Q processed with the merchant, Tradesy for $1,106.72. The loan had terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $75.40. To date, no payments were received and the loan was charged off on September 11, 2021 due to having a past due balance for more than 120 days. The loan was outsourced to Affirm's partnered third party debt collector, **********. They can be reached by calling **************.
  
  After the loan charged off, ****************** contacted Affirm claiming the loan was not authorized by her. Affirm advised her claim would be escalated to the appropriate team. On November 3, 2021, Affirm's Account Safety Team sent ****************** an email advising to her that upon initial review, she was found to be responsible for the loan. She was provided a fraud affidavit form to complete and return in the event that she wanted to refute the decision.
  
  On April 19, 2022, ****************** emailed Affirm again claiming the loan was not authorized by her. On May 9, 2023, Affirm's Account Safety Team reiterated the previous decision and sent another fraud affidavit form for her to complete and return. ****************** completed and returned the fraud affidavit form later that day.
  
  On May 18, 2023, Affirm's Account Safety Team reviewed the documentation provided by ****************** and advised to her she was still responsible for the loan and that her claim would only be evaluated with new information that would substantiate her claim.
  
  On September 13, 2023, ****************** contacted Affirm requesting for her claim to be reviewed again. On September 20, 2023, Affirm sent ****************** an email advising her that her request would once again be escalated.
  
  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 loan XQFE-0M3Q.
  
  In the event that ****************** has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20598723
  
  I am rejecting this response because: 

  The information provided to Affirm stated the individual who the account is under. The recordings should also state and confirm that the owner of the account confirmed this as well! The owner of the account does not have my SSN #. The purchase was also delivered to their address which is **************************************************************. I do NOT live at this address and the real account holder is ******************************* Please provide the shipping details on this account as well as the recordings made when I and the real account holder called into the Affirm. This is illegal and there is no possible way I should have this account just by someone using my phone number. 
  
  Sincerely,
  
  ***************************

  
  

  

  Business Response

  Date: 10/06/2023

  Thank you for the opportunity in responding to ******************' BBB rebuttal complaint. Affirm has reviewed her complaint which states her concerns with regards to a loan she claims to not have authorized.
  
  On September 20, 2023, Affirm sent ****************** an email advising her that her claim would be escalated to the appropriate team. On September 29, 2023, Affirm's Account Safety Team sent ****************** an email advising her that upon review of her claim, she was found to not be responsible for loan XQFE-0M3Q. ****************** was advised that the loan would be removed from her credit report. Affirm has recalled the loan from Affirm's partnered third party debt collector, **********. Moving forward, they will not contact her regarding this alleged debt.
  
  We sincerely apologize for any frustration this situation may have caused her. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:09/13/2023

  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.

  Back in May of 2023, I tried using Affirm to purchase American Airlines tickets, the first time, I was approved, it sent me back to the American Airlines page, but the payment was never applied. I tried again to purchase the ticket again, and once again, it was approved but the payment was never applied, So I used my personal credit card.Affirm, then charged my credit card twice for the down-payment for each of the approvals, but never paid American Airlines for the ticket.I opened two dispute cases with Affirm on May 25th, When contacting Affirm, they asked me for the record locator and Ticket numbers for each of the transactions, but with speaking to American Airlines, there is no record of payment from them for any ticket issued to me.I ******** Affirm with the documentation that I paid for my ticket with my Personal Credit card.They have yet to resolve my case, after a number of emails, phone call and messages via the app.Last week I spoke to someone on their customer care team, they escalated my issue to the resolution team and said I would hear from their resolution team by 09/12/23. As of 09/13/23, I have not heard from anyone. When I called again today, they said that they are escalating to their resolution team again, and I will hear back in 3 to 5 business days.The supervisor said, that after they received my initial response, it could take another 15 days for the resolution team to close the case. its been almost 3 and one half months since then. Nobody can seem to give me an answer, and no credits have been applied to my credit cards for the initial deposit. This is poor business.

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request towards loan he disputed with a merchant.
  
  Affirm's records indicate that on May 25, 2023, **************** obtained two loans with the merchant, American Airlines.
  
  Loan 3RVG-WVPH processed for $955.70 with loan terms of *****% Annual Percentage Rate (APR), down payment of $199.13 and three monthly payments of $279.67.
  
  Loan C3OP-RKH1 processed for $955.70 with loan terms of *****% APR, down payment of $248.93 and three monthly payments of $263.26.
  
  After loans were processed, **************** contacted Affirm indicating that he was owed a refund as the purchases were cancelled. On May 26, 2023, Affirm sent **************** an email advising him that the loans were placed into a dispute and requested for him to submit evidence of a refund being owed. 
  
  On June 7, 2023, **************** contacted Affirm requesting for an update. On June 19, 2023, an email was sent to **************** advising that his request was still being reviewed.
  
  On September 8, 2023, **************** contacted Affirm requesting for another update. On September 13, 2023, an email was sent to **************** indicating the disputes were closed in his favor. He was advised that his down payments were refunded minus the interest that accrued to his payment method on file. Upon review of ******************** BBB complaint, Affirm is in the process of refunding the additional interest that he paid. Affirm will contact him directly as more information becomes available. Affirm would also like to confirm that these loans are not being negatively reported to the credit bureaus.
  
  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.

  Customer Answer

  Date: 09/28/2023

  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,
  
  *************************