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:09/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm continues to close my cases with no resolution and whenever I call back to their customer care they keep repeating the same script and are no help at all. I bought products from foot locker using affirm and this transaction was duplicated twice with a total of three loans being taken out in my name from one order. They have told me multiple times to contact the merchant because the loans are still in merchant processing however upon contacting foot locker they have stated the purchase is approved on their end and they have nothing left to do with this purchase. Affirm customer service keeps stating they are escalating the case to the responsible care department however nothing has come of that and my cases keep getting closed with no warning. Ive attached proof that only one purchase was made from foot locker. At this point affirm customer service has been zero help and right now Im astonished that the customer service isnt able to help me at all with this problem.

  

  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 for two duplicate loans to be refunded by a merchant.
  
  Affirm's records indicate that on August 31, 2023, **************** submitted three applications for purchases with the merchant, FootLocker (Loan IDs: 0HAB-583L, 0RTM-F3VI and L0DO-UEMY).
  
  All three loans were for purchases in the amount of $432.24 each, with loan terms of 0% Annual Percentage Rate (APR), down payment of $108.06 and three bi-weekly payments of $108.06. Each of these loans were approved and Affirm sent **************** emails advising him that payments would not start until the merchant confirmed each loan.
  
  On September 4, 2023, **************** contacted Affirm requesting for two of the loans to be refunded. On September 6, 2023, Affirm sent **************** an email requesting for confirmation that the loans in question would be cancelled and not confirmed by the merchant. To date, Affirm has only received a forwarded email from the merchant showing the purchase was being processed from *****************
  
  On September 12, 2023, another email was sent to **************** encouraging for him to contact the merchant regarding any refunds he may be owed.
  
  Please note, Affirm only handles the financial aspect of each loan. If **************** wishes to return/cancel his purchase, he should contact the merchant directly. Returns are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit his loan balance for the amount of the refund. 
  
  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: 09/28/2023

   
  Complaint: 20595752
  
  I am rejecting this response because: the merchant has told me on multiple occasions that they have confirmed the purchase on their side and they have nothing left to do with the transaction. Affirm has 3 loans in my name for the same purchase and they cant seem to understand on how to help me with this matter. Im very disappointed because affirm clearly cant amend the issue. 
  
  Sincerely,
  
  *****************************

   

   

  

  Business Response

  Date: 10/06/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his request towards loans with a merchant.
  
  On September 12, 2023, Affirm sent hm an email advising him to contact the merchant directly with regards to any refunds he may be owed as the merchant was still processing the loans.
  
  On October 1, 2023, the merchant refunded loans 0HAB-583L, 0RTM-F3VI and L0DO-UEMY and he is no longer responsible for repayment. Affirm refunded the down payments for each loan with the exception of loan L0DO-UEMY as Affirm's records indicate he filed a chargeback with his bank. We encourage for him to contact his financial institution with regards to the status of this payment.
  
  In the event that **************** has any further questions, we ask that he contacts Affirm directly via email.
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed my complaint with my **** credit card company called Affirm a month ago under the fair credit act. I was to have a temporary credit for ****** back to my credit card account made numerous attempts to get my credit back to my **** credit as of today i still have not received my credit yet looking to get my money back from the company that took my money and provided no service to me just want my credit card company to refund my ****** back to my account .

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed this complaint, which states he made a purchase with an Affirm Card and the services were never rendered and he expects a refund. 
   
  Affirm's records indicate that loan ITOW-PGWV was processed on May 22, 2023 for a purchase with the merchant, SQ *WIRLESS WHOLESALER, in the amount of $600.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $60.27 due on the 22nd of each month. This loan is in relation to his Affirm Card transaction on May 19, 2023.
   
  He first contacted Affirm about this transaction on August 28, 2023, to provide evidence on the concern that he had requested services and the merchant claimed they filed their request, but it was never filed. Affirm would like to apologize for the delay but we have escalated the request to the appropriate team as of September 28, 2023. 
   
  As soon as they have had the opportunity to review and investigate, they will be in touch with ****************** directly with next steps.
   
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20594852
  
  I am rejecting this response because: *********** they are saying is the incorrect company they are doing the investigation on the name of the company is called  ****** ************** for a total ****** for them to file my divorce paper work they did no work for me I ended up doing the divorce on my own I can show proof that I did everything my self I just want my ****** credit back to my account for no service rendered it is not for ****** for the wireless company please fix my dispute for the correct company thank you .
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/06/2023

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his request towards a purchase associated with an Affirm Card loan.
  
  On October 5, 2023, Affirm sent ****************** an email requesting for more information which supported his claim that he was owed a refund by the merchant. On October 6, 2023, Affirm received an email providing documentation with regards to his claim. Currently the information received is still being reviewed by Affirm. Once more information becomes available, Affirm will contact him directly regarding his request.
  
  In the event that ****************** has any further questions in the interim, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have called several times and wasted hours talking to customer service reps that cant speak english properly.i have tried to change my phone number and it entails a drawn out process that includes several texts and verifications i jhuist want to pay this off these people should be stopped from having sub par customer service and an app that doesnt work and it is terrible.

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states he is trying to update his phone number and has not been able to. 
   
  ****************** called Affirm on September 12th and 15th, 2023, asking to update his phone number. On the first call the Affirm agent verified him and after explaining the process, ****************** was no longer interested in updating his number. On the September 15th call, ****************** was verified, and a request was placed to escalate his phone number change. 
  
  Affirm apologizes for the delay but as of September 28, 2023, he should have received an email from Affirm providing him the opportunity to complete the verification request via a secure link. We kindly ask him to refer to the email for further instructions. Once this step is completed, if approved, Affirm will update the phone number and he will be notified. 
  
  In the meantime, Affirm sees he has two current loans, with ******** on file with payments that are currently overdue. 
  
  Loan R6IM-9R5I has payments due on the 8th of every month. The payment due on September 8, 2023 for $15.37 looks to have failed and was not processed. This loan is set up for Autopay with the card ending in *****. The next payment is due is on October 8, 2023 for $15.37 and the loan as of September 28, 2023 is overdue $15.37. 
  
  Loan OA59-5345 has payments due on the 7th of every month. The payment due on September 7, 2023 for $15.63 looks to have failed and was not processed. This loan is set up for Autopay with the card ending in *****. The next payment is due is on October 7, 2023 for $15.63 and the loan as of September 28, 2023 is overdue $15.63.
  
  He may call Affirm and speak with an Affirm agent to make payments over the phone and provide the above loan IDs. He may call Affirm at **************. We are available 7 days a week from 7am - 10pm CT.
  
  In the event that he has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/12/2023

  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.

  Order date Jul 27, 2023 Order # ***-4864437-1789043 Order total $255.58 Loan #OMD2-5FO6 I have purchased what I have thought to be 100% human hair loc extensions. I have installed them as permanent locs and they are not 100% human hair. I reached out to the merchant and they only provided a $20 credit when they product was not 100% human hair. I chatted with them as they are a 3rd party seller from Amazon. Last time we have spoke was 08.23.2023 I would like the remainder of my money for the order ****** I have uploaded the conversation as well. They were not trying to resolve just provide different solutions on what products I am using. Every-time I contacted Affirm asking for an update they said 3-5 business days and never gave me an update. Every week I called and they told me the same thing I waited almost a month with evidence just for Affirm to constantly push it out and rule in Merchants favor.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  Affirm's records indicate that on July 31, 2023, ****************** obtained loan OMD2-5FO6 with the merchant, Amazon for $324.67. ****************** agreed to loan terms of *****% Annual Percentage Rate (APR), and six monthly payments of $58.86.
  
  On August 5, 2023, the merchant provided a partial refund in the amount of $20.00 towards the loan. ****************** made a payment of $58.86 on August 11, 2023 and a payment of $250.68 on August 22, 2023 to settle the loan.
  
  On August 25, 2023, ****************** reached out to Affirm requesting for the loan to be refunded. Later that day, Affirm sent ****************** an email requesting for her to send evidence from the merchant that the loan was owed a refund.
  
  On August 26, 2023, ****************** forwarded messages from the merchant indicating she was working with them directly and requesting a refund. On September 1, 2023, ****************** called and requested for an update. She was advised that her request would be escalated to the appropriate team.
  
  On September 11, 2023, Affirm sent ****************** advising her that she would be responsible for the loan as insufficient evidence was received confirming her request of a refund. She was encouraged to contact the merchant directly with regards to any additional refunds that *** be owed towards the loan.
  
  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Until then, ****************** remains responsible for any remaining balance of the loan.
  
  We apologize for any frustration this situation *** have caused for ******************. In the event that ****************** has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20594399
  
  I am rejecting this response because: I have sent multiple messages showing evidence and also shown the product gave me a complete reaction (irritation) to my scalp
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2023

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  As previously advised, Affirm did not receive sufficient evidence from ****************** which confirmed her claim that the loan was owed a refund towards her loan. We ask that for ****************** to continue working with the merchant directly with regards to any applicable refunds she may be owed.
  
  Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Until then, ****************** remains responsible for any remaining balance of the loan.
  
  In the event that ****************** has any further questions, we ask that she contacts Affirm directly via email.
  
  

• Initial Complaint

  Date:09/12/2023

  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.

  I did not receive my order on time and the order tracking number kept changing Loan #QLKF-P9DS I had the supporting screenshots to prove it not only that Affirm filed it incorrectly!! They placed it as a cancellation when I never did that! It was supposed to be filed for my order being late. So it should have been ruled in my favor! After I advised they filed it incorrectly that is when they gave to resolution. I sent evidence and advised that they filed it incorrect before the results! I called multiple times over 2 months just for an update. They kept pushing me to wait 3-5 business days for a follow up and I never received it until I called a week later!

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding the resolution for your dispute. 
  
  Affirm records indicate that ******************** BackMarket loan QLKF-P9DS processed on July 10, 2023 in the amount of $609.12 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $108.57 on the 10th of each month. 
  
  On July 12, 2023, ****************** reached out to Affirm and stated that the order had not arrived on the estimated delivery date. ****************** provided Affirm with documentation to support her claim, which included an email from the merchant stating that she could expect delivery of her product between November 7, 2023 and December 7, 2023. 
  
  ****************** requested either a refund or cancellation of her order, as a result. Affirm encouraged ****************** to reach out to the merchant directly if she wanted to cancel her order. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. 
  
  An official dispute was opened for ******************** loan on August 25, 2023. When a dispute is opened, Affirm gives both the customer and the merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. The merchant followed up with Affirm and stated that ****************** had confirmed that she received the product, but she was requesting a refund since the order was delivered later than she had expected. 
  
  If ****************** is seeking a refund, she will need to initiate a return with the merchant and seller directly, per BackMarkets Terms and Conditions. ****************** can find more information regarding the merchants policies on their website at *************************************************************************************
  
  As a result, Affirm resolved the dispute in favor of the merchant on September 9, 2023 and ****************** was found responsible for repayment. A final payment of $103.76 was made on September 10, 2023, which settled the loan. 
  
  ****************** has reached out stating that she believes she lost the dispute because Affirm filed the dispute as a case of an order cancellation not being processed and not for the late shipping/delivery. Please note that since ****************** has received the product, she is not due a refund unless she initiates a return with the merchant. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 
  
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20594279
  
  I am rejecting this response because: I have told you guys multiple times that the order was not received on the date provided. I have provided the proof showing the dates changing multiple times prior to the original date that was stated
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2023

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards loan QLKF-P9DS by the merchant, BackMarket.
  
  As previously stated, if ****************** is seeking a refund, she will need to initiate a return with the merchant and seller directly, per BackMarkets Terms and Conditions. ****************** can find more information regarding the merchants policies on their website at *************************************************************************************.
  
  Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Until then, ****************** remains responsible for any remaining balance of the loan.
  
  In the event that ****************** has any further questions, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm took out $825.72 from my personal account for a loan through ******** I had to get a refund from Affirm because I found out I have radon in my basement, so I canceled the loan so Affirm owed me $825.72 they gave me a partial refund of $391.35 thus owing me $434.37. I made 5 attempts with both Affirm and ******* with no success. Can you please help me in this matter.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding the refund for his loan. 
  
  Affirm records indicate that Mr. ******** ******* loan ZS3H-8T2T processed on July 14, 2023 in the amount of $2,113.72 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $90.10 on the 14th of each month. A down payment of $825.72 was made on July 12, 2023. 
  
  There were several partial refunds issued toward this loan including $31.97 on July 26, 2023 and $1,408.43 on July 28, 2023. 
  
  On July 26, 2023, ****************** reached out to Affirm and stated that he was due an additional refund from the merchant. Please note that Affirm is simply the financier of a purchase and therefore any refunds are subject to the policies of the merchant. Affirm encouraged ****************** to reach back out to the merchant for confirmation of the full refund. 
  
  Mr. ******** loan was issued another partial refund of $134.95 on July 31, 2023 and another refund of $104.00 on August 4, 2023. ****************** followed up on August 15, 2023 and asked about getting the interest refunded. Affirm clarified that the reason ****************** hadnt been issued a full refund was because the merchant had still not refunded the full loan amount. 
  
  The merchant issued a final refund of $156.46 on September 13, 2023 and, finally, a final refund of $277.91 on September 20, 2023. This completed the refund for the loan and all payments that ****************** made were refunded back to the original payment method. Affirm also followed up with ****************** on September 20, 2023 to inform him of the refund. 
  
  As a result, ****************** is no longer responsible for repayment of this particular loan. In the event that ****************** has any further questions or concerns, we encourage him to reach out directly via email. 
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Affirm to buy a preordered item from an online merchant. Due to the retailer's closure, I never received my orders. I filed a claim with Affirm to get my money back, but I haven't heard anything from them. Instead of finding a solution, they prefer meto keep repaying the loan and continuing to get interest, which cannot be reimbursed. It makes no sense why they want me to show evidence that I haven't received the merchandise. I was able to show returned emailsfrom the store and that the retailer's website is no longer accessible ans still no help. If I had only used my credit card, my problem would have been remedied by opening a dispute with my credit card issuer; Easy. I won't ever utilize this business again. I never got my items, and affirm wants me to pay$3500 plus interest forme for nothing. Also their customer service is useless. Case ID *************** Case ID Number:22603468 Case ID Number:22603572 .

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed her complaint, which states the merchant has gone out of business and they never received their order. 
   
  Affirm's records indicate that loan MVS6-Z3N6 was processed on May 30, 2023 for a purchase with an Affirm Virtual Card labeled Noire handbags in the amount of $3,000.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $301.37 due on the 30th of each month. 
   
  ****************** contacted Affirm for the first time on September 6, 2023, via Affirms *********** claiming that she could not contact the merchant and never got her order. Affirm followed up the same day asking for further information and stated that if she could provide further evidence, we may be able to open a dispute. The following day on September 7, 2023, she replied that she could not get in contact with the merchant and provided some further details showing that she tried to contact them with no luck. 
   
  ****************** contacted the Affirm *********** again on September 7, 2023, stating that the store is out of business. Affirm followed up and provided her a link to be able to submit her evidence. She replied within Affirms secure message portal claiming again that the merchants website does not exist. 
   
  She called on September 8, 2023, and spoke with two different Affirm agents who escalated her request for review.
   
  Please note that the loan was confirmed on May 27, 2023. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until September 6, 2023. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are unable to open an official dispute at this time. 
   
  She should have received a request for further evidence as of September 28, 2023, to see if Affirm can help further. It is important to note that her loan is not in a disputed status. 
   
  Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment. 
   
  In the event that she has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20593468
  
  I am rejecting this response because:
  I have 2 separate loans one which was reported within the 60 days and still has no resolution.  In their response sent on the 28th of September they are still asking for evidence that is impossible to provide for a business that is no longer active. ( I.e provide proof I didnt get the items ) what proof could I possibly give , a picture of my empty for door . Its redundant. It takes **** near 30 days to get one response from affirm , this is dragging along. Its going on one month and still no resolution to either loan . You stated the matter escalated yet, I called weeks ago and matter still is not resolved. This will definitely be my last time using affirm.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which states her concern regarding the refund for her Virtual Card loan MVS6-Z3N6 with Noire handbags. 
  
  Please note that since this purchase was made with an Affirm Virtual Card, we will need to submit the dispute to our Virtual Card Payment Processor, ******* for further investigation. Before doing so, Affirm requires customers to submit as much evidence as possible - including a copy of the order invoice. This particular piece of information is crucial to the investigation and Affirm may not be able to submit the dispute if the invoice is not provided. 
  
  Affirm has reached out to ****************** as of October 11, 2023 to request that she provide this information so that we may continue with her dispute. ****************** may reply to Affirms email directly with this and any other evidence she feels may substantiate her claim. Additionally, please note that if ******************** dispute is submitted for review, it may take up to 90+ days to resolve. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid off ALL loans I had with Affirm and I was just charged $16.51. I called customer service and was told I have an outstanding loan through Amazon from January 2023. I paid everything off. Not a single loan shows ** in my affirm account. Also, I have the maximum purchasing power given to me of $5,000 so if I owe anything I wouldnt have the full $5,000 to use. I can show affirm my app. Theres no outstanding loans. Im filing a fraud charge.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm has reviewed Mr. ************ complaint, which states his concern with being charged for a loan payment when he has paid all his loans in full. 
   
  Affirm's records indicate that loan RE6G-M3SA was processed on January 12, 2023 for a purchase with Amazon, in the amount of $256.86. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $16.51 due on the 12th of each month. This loan shows ************************** set up for Autopay on December 30, 2022. The loan received a payment for $50.00 on January 14, 2023. Then from January 14th to September 12, 2023, the loan received 7 payments of $16.51 each. On September 12, 2023, ************************** turned off Autopay. 
  
  He called Affirm on September 12, 2023, asking about the $16.51 payment that was pulled that day and the Affirm agent explained that he had the outstanding loan from Amazon. 
  
  Affirm is a financial services technology company that gives shoppers the flexibility to buy now and make simple monthly payments for their purchases. Unlike payment options that *** have compounding interest and unexpected costs, Affirm customers know upfront exactly what theyll pay with no hidden fees and no surprises. Additionally, Affirm is partnered with Amazon and we are a payment method offered at checkout. 
  
  If ************************** believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************
  
  Lastly, please note, the amount of a prequalification is only an estimate of the total amount available to spend when making a purchase with Affirm. Each loan is considered separately, and aside from credit score, other factors are also considered to determine creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, and more. Since each loan is considered separately, this estimate *** change from time to time based on current finances or active loans with Affirm. Approval isn't guaranteed, and the terms are still subject to credit check and approval.
  
  In the event that ************************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/12/2023

  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 disputed a loan that I took out to purchase merchandise from DHGate. I have previously made purchases from DHGate directly with a credit card but decided to use my affirm card. After receiving damaged goods & not receiving merchandise purchased I reached out to the DHGate directly with no assistance in a refund or returning the items for a refund( which I have done in the past) affirm recommends you to o my dispute with them if your having issues with the business you purchased from. I opened a dispute 7/24/23 and was told it takes about 20+days to render a decision. On August 28 2023 I called affirm directly for an update and was told my dispute was approved and I would get a refund for what I paid towards the loan so far along with no be responsible for any further payment. On 9/9/23 I received a email saying the dispute was denied and I am indeed responsible for the loan. I called Affirm again 9/11/23 and was told the same as the email. I requested to speak to a supervisor to review the call made 8/28/23. I was told the was put in a request to contest the decision on the dispute and today 9/12/23 I got another email stating the same exact thing with no resolution to being told misinformation.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding the outcome of her dispute. 
  
  Affirm records indicate that *********************** loan F5VG-0NN3 processed on June 26, 2023 in the amount of $610.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $55.35 on the 26th of each month. A partial refund of $2.16 was applied on July 13, 2023 and $15.00 was applied on July 24, 2023. 
  
  On July 24, 2023, **************** reached out and stated that she had 4 different products associated with this loan and that she wanted to dispute each of them. **************** acknowledged the $15.00 partial refund but stated this was not the full amount of the product. 
  
  An official dispute was opened on July 25, 2023. When a dispute is opened, Affirm gives both the customers and merchants 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  Affirm resolved the dispute in favor of the merchant on September 9, 2023. **************** was advised that this was because she had not provided evidence showing that the merchant confirmed a refund nor did any of the documentation confirm the refund amount. 
  
  Please note that Affirm is simply the financier of a purchase and all refunds are subject to the policies of the merchant. As a result, **************** remains responsible for repayment of this loan. Affirm reiterated this outcome to her on September 12, 2023. 
  
  Affirm would like to apologize for any confusion caused by the interaction that **************** had with an Affirm ******** Care agent on August 28, 2023, as the information provided by this agent was not accurate. The Affirm ******** Care agent who gave you this information has been provided education in order to better serve our customers in the future.
  
  **************** has been encouraged to reach back out to the merchant directly in order to work toward a resolution. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20593189
  
  I am rejecting this response because: I was told by affirm my dispute was approved. How can one of your representatives clearly tell me one thing on the phone then another decision is made after. How is that okay? Even though Affirm is not DHGATE they promote using the affirm virtual card to do business with DHGATE.  Affirm has been very shady in this whole ordeal. The customer service reps hang up on you & theres no ability to get any type of resolution. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2023

  Thank you for the opportunity to respond to **************** BBB rebuttal. Affirm has reviewed **************** rebuttal, which states her continued concerns regarding the information she received regarding her merchant dispute. 
  
  As previously informed, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end. At this time, **************** remains responsible for the loan and repayment at the agreed upon terms.
  
  As previously mentioned, the information provided by an Affirm ******** Care agent on August 28, 2023 was not accurate. The Affirm ******** Care agent who gave you this information has been provided education in order to better serve our customers in the future. We sincerely apologize for the confusion this conversation created.
  
  The dispute for this loan was closed in favor of ****** as no evidence was received proving that they were not working within their policy. **************** was advised that all dispute decisions are final and a dispute can not be reopened for the same loan.
  
  Affirm encourages her to reach out to the merchant as outlined in on their website and continue working with the merchant directly for further resolution.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 7th I placed an order to purchase a patio set from Monkey patio for $1523.99. I received an email confirming my order and it said shipping was taking longer than usual due to COVID and usually ship within 2 weeks. After 6 weeks had past and no furniture I began trying to ************** Patio. First attempt was March 1st, again on the 3rd, 4th and 5th. I was never able to get through to them with the phone numbers I had from their website. I tried to locate alternate numbers and even tried contacting the owner of the company whose information I found on ******* No luck! I tried contacting them via email as well as through their website. Ive uploaded proof of my numerous unsuccessful attempts under supporting docs. In the meantime I was still making my payments to affirm. Ive already paid half of what I owed. I then reached out to affirm for help. I called a couple times and explained my situation. There was a strong language barrier between us and felt they werent understanding me. I went on affirms site and found where to report problems with orders. I again explained the situation. I provided everything I could per their request which is what Ive uploaded here. Numerous email attempts that failed, screenshot of their website that was no longer and explained to them Id tried to call various numbers and couldnt get the calls to go through. I said theyd obviously gone out of business and I never got my furniture. I chatted with a couple different people with Affirm and got nowhere. They said they closed the case and I owe them the balance of $725 for items I never received. Theyve reported me to the three credit agencies and its negatively impacted my credit.

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which stated her concerns a recent merchant dispute outcome. 
  
  Affirms record indicate that loan ZYUH-2LDA was processed for a purchase with Monkey Patio in the amount of $1,523.99 with a *****% APR to be paid over 6 installments of $144.93. The loan required a downpayment of $725.68 which was paid on January 07 2023. The loan only received 1 payment on February 15, 2023. The loan was then overdue for over 120 days  and subsequently charged off to *********** on July 08, 2023.
  
  On March 08, 2023, **************** reached out via wen stating that the order was not received. The ************* team reached out to her for more evidence and also reached out to the merchant directly. 
  
  The team did not receive evidence from your end however she responded on March 11, 2023, stating she was unable to submit the documents.  
  
  The team completed their additional investigation and advised you that the case had once again resolves in the merchants favor as they did not receive substantial evidence indicating Monkey Patio was working outside of their policy.
  
  Please note, Affirm simply manages the financing of Ms. ******* purchase and to that end, the dispute process ultimately rides on the nature of the merchants policy. As the merchant is operating within their policy, Affirm is unable to resolve this dispute in her favor. 
  
  At this time, **************** remains responsible for making all remaining payments on this loan unless a full refund is issued by the merchant. We encourage you to continue working with the merchant directly for further resolution. 
  
  The loan is currently being held by one of Affirm's third party collections partners, **********. For more repayment information,  ********** can be reached by calling ***************. 
  
  In the event that **************** has any additional questions or concerns, Affirm encourages her to contact Affirm directly by visiting Affirms *********** at ****************************************** or by calling ************ between the hours of 7am and 10pm CT seven days a week.
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20593103
  
  I am rejecting this response because:
  I refuse to continue paying for merchandise I never received. 
  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 request of a refund towards her loan by a merchant.
  
  As previously stated, Affirm simply manages the financing of Ms. ******* purchase and to that end, the dispute process ultimately rides on the nature of the merchants policy. As the merchant is operating within their policy, Affirm is unable to resolve this dispute in her favor. We ask that she provides evidence showing her attempts at contacting the merchant directly or for her to provide confirmation that the loan is owed a refund.
  
  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.