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:07/20/2023

  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 somehow managed to allow my account to be hacked even though I have Face ID listed as a necessary means of verification to access my account. Within less than 5 hours, the hacker managed to get into my account, open a $2800.00 line of credit, open a digital credit card, open a ********** account and make a purchase for over $900 that was approved. They were also attempting to make several other purchases that were thankfully denied. I have filed a police report, contacted the **** contacted all 3 credit bureaus freezing my account. I will also be contacting the *** and the *** tomorrow. I am assuming my account was accessed because my prior phone number was listed on the account, which ********************** would not allow me to remove or update without uploading a picture of my Drivers License. (Not something I am willing to do since my sensitive information was already stolen from the company).I would like to know HOW exactly my account was accessed, I would also like to press charges on whomever made these fradulent charges. Affirm will not provide me with the information of whomever fradulently stole my identity, and they would not speak to the officer handling my case without providing the inaccurate number listed on my account. (Which I have since provided for the officer)I do not feel that this company takes personal information and privacy seriously and they should most ceratinly face scrutiny and judgement from a court of law for allowing such an incident to occur. I am expecting a complete refund of the fradulent charges, a full investigation into how this happened and who accessed my account and then I would like all of my personal information to be permananently removed/redacted from their files.

  

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to respond to ********************************** BBB complaint, which states her request to delete all her personal information from Affirm's database; as well as she is requesting additional information regarding her unauthorized loan activity and a refund towards this loan.
  
  Affirm's records indicate that loan 95FE-4MF1 with ************** was processed on July 24, 2023, for $848.00 with an APR of *****%. The agreed upon repayment terms were 6 monthly installments of $150.96, due on the 24th of each month. No payments were submitted towards this loan.
  
  On July 19, 2023, ****************************** reported the loan as unauthorized via Affirms ************ On July 21, 2023, Affirm advised ****************************** she would not be held responsible for unauthorized Affirm loan ID ********* and restrictions were placed on her Affirm account from obtaining any future loans. Please note, due to security concerns, Affirm is unable to provide ****************************** with details regarding this investigation. ****************************** was advisied her account would remain locked until she completes Affirm's secure verification process.
  
  On July 25, 2023, ****************************** requested that Affirm remove all of her personal data from Affirm's database. Affirm meets all industry standards for protecting ********************************** personal information. Affirm's policies safeguard the collection, use, and disclosure of ********************************** information. We use a variety of methods to keep our network secure and customer data safe. Per *********************** Privacy Policy (available at affirm.com/privacy), if ****************************** closes her Affirm account, we will mark the account in our database as "Closed," but will keep her account information in our database to comply with our legal obligations. This is necessary in order to deter fraud, by ensuring that persons who try to commit fraud will not be able to avoid detection simply by closing their account and opening a new account. If ****************************** closes her account, her personally identifiable information will not be used by Affirm for any further purposes, nor sold or shared with third parties, except as necessary to prevent fraud and assist law enforcement, as required by law or in accordance with this Privacy Policy.
  
  On the same day, ****************************** requested to recover her Affirm account and update the phone number associated with her account. ********************** has extra security in place in order to prevent ID theft, therefore we we request ****************************** call Affirm's *********** directly at ************ in order to proceed with the verification process and update the phone number associated with her account.
  
  Additionally, Affirm has confirmed there were not any payments processed towards loan 95FE-4MF1, thus no refunds are due to *******************************
  
  In the event that ****************************** has any further questions, we encourage her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20352556
  
  I am rejecting this response because:

  The company keeps telling me that my information is safe on their site, yet I am still receiving attempts from an unauthorized users, who stole my personal information, to make purchases with the account in my name. 
  

  Please see the two attachments that came through at 2:49 AM this morning.

  Affirm very clearly does not have control over the situation. I do not feel safe having my personal information on file with them. I do not believe they have gone to the extent that they claim in order to provide users with the correct security measures necessary to keep sensitive information private.

  I am once again respectfully requesting that affirm completely remove any records having to do with me from their files and BLOCK any attempts to use my name, number, email, social security number, etc from their records as I can assure you, I will NEVER be conducting business this company.

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

  

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity in responding to ********************************** BBB rebuttal. Affirm has reviewed her complaint which states her concerns regarding unauthorized activity on her account.
  
  ********************** has reviewed the attached documents that ****************************** has provided in her BBB rebuttal. Affirm confirms that this messaging was associated with loan 95FE-4MF1 which has already been marked as unauthorized and ****************************** will not be responsible for repayment.
  
  As previously stated, on July 25, 2023, ****************************** requested that Affirm remove all of her personal data from Affirm's database. Affirm meets all industry standards for protecting ********************************** personal information. Affirm's policies safeguard the collection, use, and disclosure of ********************************** information. We use a variety of methods to keep our network secure and customer data safe. Per *********************** Privacy Policy (available at affirm.com/privacy), if ****************************** closes her Affirm account, we will mark the account in our database as "Closed," but will keep her account information in our database to comply with our legal obligations. This is necessary in order to deter fraud, by ensuring that persons who try to commit fraud will not be able to avoid detection simply by closing their account and opening a new account. If ****************************** closes her account, her personally identifiable information will not be used by Affirm for any further purposes, nor sold or shared with third parties, except as necessary to prevent fraud and assist law enforcement, as required by law or in accordance with this Privacy Policy.
  
  In the event that ****************************** has any further questions, we encourage her to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:07/20/2023

  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.

  So I made a couple transactions, but based on how they reacted to the first, I didn't try to do the second. loan ID: ********* on Nov 22, 2022. And loan ID: VC4C-YOPX on Jun 27th, 2022. I used affirm/shopPay to pay for these preorders. I have since paid for them in full. The company attached to these orders, ******, refuses to respond about delivering these orders or a refund. So I never got my items, but because of the ludicrous 60 day window, despite the items never having been delivered, I can't file any kind of dispute given the situation with affirm? I still tried to do so, and got denied. If this had been on a credit card or a bank card, I could have done a charge back or had other ways to disputing these transactions.... so with that, Affirm is acting as a potential front for scammers, since they offer no recourse here. That just means any merchant can offer up preorders and then never deliver, and affirm will support the scam completely, making their company not trustworthy.

  

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* BBB complaint, which states his concern with the orders associated with two of his Affirm loans, claiming that the items associated with these orders have not been delivered. 
  
  Affirm's records indicate that **************** has two settled loans used for purchases at Balyot. Mr. ******* first Balyot loan was processed for $66.98 on May 15, 2022. The repayment terms of the loan were 3 biweekly installments of $16.74 at an APR of ****% with payments due beginning on May 30, 2022. The loan required a down payment amount of $16.74 that was submitted on May 13, 2022. **************** made payments on the following dates to settle the loan: May 30 2022, June 13 2022, and June 27 2023. 
  
  Mr. ******* second Balyot loan was processed for $86.96 on October 10, 2022. The repayment terms of the loan were 3 biweekly installments of $21.74 at an APR of ****% with payments due beginning on October 10, 2022. The loan required a down payment amount of $21.74 that was submitted on October 7, 2022. **************** made payments on the following dates to settle the loan: October 25 2022, November 8 2022, and November 22 2023. 
  
  **************** initially contacted Affirm to report an issue with his Balyot purchases via the Affirm *********** on July 12, 2022. In this outreach, **************** provided documentation of his orders with ****** and documentation of his attempted correspondence with the merchant. On July 13, 2023, **************** was advised via the Secure Messaging Portal that his loans were outside of the 60 day dispute window and as a result, no longer eligible for a formal dispute. The responding Affirm ******** Care agent advised **************** that his claim could be investigated further as a courtesy and requested additional information from **************** regarding his Balyot orders. The dispute case was inadvertently closed as no additional response was received from ****************, despite his evidence being submitted previously. Affirm would like to apologize for any frustration or inconvenience caused by this oversight. 
  
  On August 2, 2023, a courtesy case was escalated on behalf of **************** and the case is under review as the team is investigating the issue. Once the team completes their investigation, they will reach out to **************** directly.
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant.  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  In the event **************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20352025
  
  Honestly, this is very confusing. If I accept the response, is BBB only going to close the matter? Anyway, I DID respond to that other case. I talked to someone on the phone, but apparently they never put any notes in the file. It is also really difficult to deal with the contact/help system on affirm. 

  Given that Affirm acts like a barrier, they should have things in place for dealing with preorder objects that were never delivered. They act like their hands are tied, but they should have better commitments from the businesses they work with to better protect the consumer. All of this is supposed to benefit the consumer. If this had been on my credit card, I would have options with my bank in a much larger time period. 

  I appreciate them furthering the case, and I will continue this line of communication hopefully for some resolution that actually works out. And I would hope they take a serious look at these kinds of situations, to put things in place to prevent these kinds of situations from harming consumers in the future. 

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

  

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal. Affirm has reviewed ******************** complaint which states his request on a refund towards a loan in which the order was left unfulfilled by the merchant.
  
  As previously stated, on August 2, 2023, Affirm reached out to the merchant on ******************** behalf to confirm if any refunds are owed towards loan MW92-R2P3. When more information becomes available, we will be reaching out to **************** directly with more details.
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that **************** has any further questions or concerns, we encourage for him to reach out to Affirm directly via email.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20352025
  
  I am rejecting this response because: You say to reach out directly, but there is no easy process to directly reach out to Affirm, just a very difficult to navigate website. I am trying to use the system in place, but waiting to hear back on that. I just sent another message. As far as additional materials, supposedly you are reaching out to the merchant according to what message I have received from you. 

  You are an intermediary, but you have a responsibility since you handle the funds and you effectively protect the merchant by blocking direct action, which would normally be available in other transactions. Since you are the intermediary, you have to take on those responsibilities of dealing with the customer, especially cases that go beyond normal situations. How you handle this case really showcases how you view your customers for special cases, whether you are willing to actually address the system in place that clearly is inadequate for dealing with this case.  

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

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to ******************** BBB rebuttal regarding the dispute process for loan MW92-R2P3.
  
  As previously mentioned, Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  When more information becomes available, Affirm will reach out to **************** directly with more details.
  
  In the event that **************** has any further questions or concerns, we encourage for him to reach out to Affirm directly via email.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20352025
  
  You say to keep reaching out via email, but I do not have a direct email to reach out to. Instead, I have your 'secure message' thing. My last inquiry was a week ago, no update on the progress. You could be like, "No, we haven't heard anything yet. We'll let you know." Instead, it is "..." silence. I'm not sure what else can be said when you say I can reach out, yet don't respond back in the one form of communication I can reach out with. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/20/2023

  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 want to be able to change my billing/due date for auto pay from the 25 to the 15th since I get paid on the 5th and the 20th and it would help me arrange my finances better Affirms help center claims that it is impossible to change the due date of auto pay and there is absolutely no resolution to this and that they are unable to help I am disappointed but I can deal with it but I just find it utterly lazy and inconvenient that they do not have a system capable of changing due dates when tons of other companys do especially since Affirm is a company that is suppose to make affording things easier yet has a fatal flaw in there business that isnt advertised at all there is nothing that prominently warns about not being able to change auto payment dates and that could seriously affect someone if they were going through financial hardships or atleast I was never told and I dont see it on there website

  

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concern regarding being unable to change the payment due date for his Affirm loans.

  Affirm records indicate that **************** **************************** loan was processed on July 25, 2022 in the amount of $7,000.00 with *****% APR. The agreed-upon repayment terms were for 24 monthly installment payments of $303.49 beginning on August 25, 2022. The loan required a down payment of $1,400.00 that was submitted on July 21, 2022. ************** has made regular payments on the 25th of each month from August 23, 2022 to July 25, 2023.

  ************** contacted Affirm by phone on July 20, 2023 to request that his scheduled payment date be changed. The responding Affirm agent advised ************** that per Affirm policy, the due date for his loan payments could not be changed. The payment due date is determined by the date that a loan is processed. The first payment installment is usually due one month after the purchase is processed, with each payment being due the following month on the same date.Though the payment due date cannot be changed, Affirm customers may enable AutoPay to deduct their monthly installment payment on a date of their choice. This information should have been provided to ************** during his call with Affirm ************** ********************** would like to apologize for any frustration or inconvenience caused by this oversight.

  ************** may elect to change his AutoPay settings by logging into his account through the ********************** app or online at Affirm.com and navigating to the loan details section. If ************** disables the existing AutoPay settings and elects to re-enable AutoPay, he will be asked to confirm which date he would like his scheduled payments to be deducted on. Please note, if AutoPay payments are scheduled after the payment due date, they will still be considered overdue.In the event ************** has any further questions or concerns, we encourage him to reach out to **************************************************** for assistance.

• Initial Complaint

  Date:07/20/2023

  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.

  Ii was part of a Data Breach with MCNA Dental. All my personal info was leaked to dark web including Affirm password and account info. 4 weeks ago I contact Affirm help center to change ALL my account info. They sent me a link to send them copy of driver's license which I sent to verify whom I am. I followed ALL their detections however their system either has a glitch or my account has been compromised because they have not been able to complete the update of my account with the updated information, specifically my email address. They send me a link each time to update my email and send a verification code but it continues to bring up my OLD email that was part of the data breach. I have called at least 10 times and send numerous emails to Affirm Customer Support but they keep giving me the run around and it's been 4 weeks now. I have a total of 5 active Affirm accounts that I am blindly paying on without having ANY access to these accounts. I have exhausted all my remedies yet I still have NO access to my active accounts. I am starting to be concerned that Affirm might also be compromised since they have to find any solution to this very real problem. I am. Enclosing the Affirm reference number concerning my account issues: _00D3t2RA6B._5007V25Waty:ref

  

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern involving his inability to log into his Affirm account following updates to his account information. 

  Affirm records indicate that ****************** contacted Affirm on June 29, 2023 to request that his email address and phone number on file be updated as his previous information was compromised. On July 10, 2023, ****************** was sent a verification link to securely submit his government issued-ID in order for the requested account updates to be verified. ****************** completed the requested verification steps and his email address and phone number were successfully updated on July 10, 2023. 

  ****************** then contacted Affirm via phone on July 12, 2023 to report that the email verification pin needed to log into his account was still being sent to his old email address, which he was unable to access. ****************** contacted Affirm several times via phone and email to request an update regarding this issue, but no resolution was able to be provided by the ************* Team. We sincerely apologize for any frustration and/or inconvenience caused by the delay in resolving this issue. 

  On July 30, 2023, an Affirm ************* supervisor was able to remove Mr. ******** previous email addresses from any association with his current account. ****************** was notified of this via email and asked to confirm if they were able to access their account as normal. ********************** has not received a response from ****************** to date, but it appears that ****************** was able to access his Affirm account to view his loan details. In the event ****************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

• Initial Complaint

  Date:07/20/2023

  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.

  am writing to you regarding a loan that was issued to me through Affirm, from ******** Airlines, the flight was cancelled in beginning of June I have bee unsuccessful in getting a refund I was already charged ***** after I sent Affirm documentation that flight had been cancelled. I am sending copy of emails I received from ******** stating flight was cancelled . I reached out to Affirm more than once to no avail. I am writing to you since you were listed as the creditor. I would appreciate any assistance you can give me regarding this situation.Loan: XPKH-U236 Date Obtained: 6/9/23 Merchant: ******** Airlines Purchase Amount: $186.00 Loan Amount: $186.00 APR: 32.54%Term: 6-Month Installment L

  

  Business Response

  Date: 08/04/2023

  Thank you for the opportunity in responding to ****************' BBB complaint. Affirm has reviewed ****************' complaint which states her request for a refund she claims was owed towards loan XPKH-U236.
  
  Affirm's records indicate that on June 9, 2023, **************** obtained loan XPKH-U236 for a purchase with the merchant, ******** Airlines for $186.00. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $34.01. **************** made her first payment on July 9, 2023.
  
  On July 6 2023, **************** contacted Affirm claiming she was owed a refund. Affirm advised her that her request would be escalated. On July 10, 2023, **************** provided Affirm with documentation showing that ******** Airlines refunded her $185.96 on May 28, 2023.
  
  Between the dates of July 10 and July 16, 2023, Affirm sent **************** multiple emails advising that her request was still being reviewed.
  
  On August 2, 2023, Affirm sent **************** advising her that the documents she sent did not coincide with loan XPKH-U236 as the refund was executed by the merchant before her loan was processed. Affirm confirmed to her that the refund that was referenced in the documents she sent were associated with her Affirm loan BML4-0A21.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any further questions, we encourage for her to contact Affirm directly via email.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20347225
  
  I am rejecting this response because:
  
  ******************************

  

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity in responding to ****************' BBB rebuttal. Affirm reviewed ****************' complaint, but she did not provide any new information that would substantiate her claim of a refund being owed towards loan XPKH-U236.
  
  As previously stated,  Affirm sent **************** an email on August 2, 2023, advising her that the documents she sent to Affirm did not coincide with loan XPKH-U236 as the refund was executed by the merchant before her loan was processed. Affirm confirmed to her that the refund that was referenced in the documents she sent were associated with her Affirm loan BML4-0A21.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any further questions, we encourage for her to contact Affirm directly via email.

• Initial Complaint

  Date:07/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt Affirm, Inc. I do not have a contract with Affirm, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her request for credit reporting removal and loan validation. 
  
  Affirm records indicate that her Lull loan LSW7-C9WD processed on April 19, 2021 in the amount of $1,206.15 with 0% APR. The agreed-upon repayment terms were for 24 monthly payments of $50.26 due on the 19th of each month. The loan only partial payment in the amount of $1,014.42 from June 19, 2021- December 29, 2022. The loan was then overdue for dates January 19, 2023, February 19, 2023, March 19, 2023 and April 19, 2023. The loan was subsequently charged off on May 20, 2023.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  As a result, this loan was charged off on May 20, 2023 to January. If you would like to make a payment toward this loan, ****************** may contact January by calling  **************.
  
  Upon origination of the loan, ****************** electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of your Loan Agreement: you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action. In addition, in Section 17, you agreed to authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score).
  
  She also agreed to Affirm's Terms of Service ("***") when you created your Affirm account. As stated in Section 2 of the *** How Affirm Serves You: You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you. You can find Affirm's *** here: **************************************.
  
  For her convenience, Affirm has attached a copy of both Truth in Lending Agreements and Loan Verification Letters to this response. Together these documents provide the validation that she seeks.
  
  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. Here, we have confirmed that all credit reporting is accurate and she was aware of and agreed to the terms of service. Affirm will have to respectfully decline her request to remove credit reporting for loan LSW7-C9WD. 
  
  Additional details regarding credit reporting may be found at **********************************************************************************************
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.
  
  

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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 July 5 a transaction bank transfer created by a firm from my bank came out on July 12. They attempted to do this again and I called in to stop the payment from coming out. They have since put the money back on my account but due to their issue have locked my account, and I cannot use my account for the ******************** that are supposed to be provided to me This is no fault of my own, but the fault of a firm.com and there has been a lot of pain and suffering because I could not buy my daughters their tickets for their concert that I was already approved for on a loan and I had just needed the card number to make the payment and the card got denied. My Affirm card got denied at that now I dont know what the holdup is or what the joke is, but this is not OK to do that to people, especially when theyre living paycheck to paycheck and utilizing your services to try to make their families happy

  

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint which states her concerns with her account being locked.
  
  Affirms records indicate that  on July 07, 2023, ****************** reached out stating she did not recognize the purchase.
  
  On July 08, 2023, her Debit Plus Account was suspended due to fraud. ****************** followed up with the team on July 14, 2023 and the team confirmed that the amount was refunded on July 12, 2023. 
  
  On July 18, 2023, ****************** reached out to recover her account. The ************* Team followed up with her on July 21, 2023 and provided her with a secure link to verify her identity. ****************** completed the steps and her identity was securely verified.
  
  On July 31, 2023, her account was resecured and ****************** was able to successfully open loan. 
  
  Affirm thanks ****************** for her patience with this matter. In the event that ****************** has any further questions, Affirm encourages her to reach out directly through ****************************************************

  Customer Answer

  Date: 08/03/2023

  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:07/19/2023

  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.

  Upon reviewing my credit report, I discovered that Affirm has been reporting accounts that do not belong to me. These accounts are inaccurately associated with my credit history and need to be promptly removed.While the Affirm accounts are not negatively impacting my credit score, it is essential for the accuracy and integrity of my credit report that they are corrected and removed. I have carefully reviewed my financial records, and I can confirm that I have never had any financial or contractual relationship with Affirm.I have made attempts to dispute this discrepancy through the appropriate channels; however, I have not received a satisfactory resolution. I believe that this matter requires immediate attention to rectify the inaccuracies in my credit report and prevent any potential future issues related to my creditworthiness.I kindly request that you intervene in this matter and help facilitate the removal of these inaccurate Affirm accounts from my credit report. I have attached a copy of my credit report highlighting the disputed accounts for your reference.I trust in BBB's commitment to resolving consumer disputes and promoting fair business practices. I am hopeful that, with your involvement, we can bring a swift and satisfactory resolution to this matter.

  

  Business Response

  Date: 08/04/2023

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed ************************** complaint which states his request to have loans he claims are unauthorized to be removed from his credit report.
  
  Affirm's records indicate that between the dates of December 12, 2018 through February 20, 2020, ********************** obtained a total of five loans. Each of these loans were either paid off or fully refunded and upon review, none of these loans were reported late to the credit bureaus.
  
  On July 18, 2023, ********************** contacted Affirm claiming that the loans were not authorized by him. Affirm advised to him that his claim would be escalated and reviewed by the appropriate team.
  
  On July 19, 2023, Affirm received FCRA disputes from ********************** for each loan claiming the loans were not authorized by him. Each of these FCRA disputes were closed and confirmed that the information being reported was accurate.
  
  On July 24, 2023, Affirm's Account Safety Team sent ********************** an email advising him that upon review of his claim, he was found to be responsible for the loans in question. A fraud affidavit form was sent to him to complete and return in the event he wanted to refute the decision. ********************** was informed that once the completed Affidavit has been returned, the investigation will be reopened and he will be notified of the outcome within 30 days.
  
  Please note that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreements which he consented to and approved when he obtained each 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 each of the loans.
  
  We apologize for any frustration this situation may have caused for **********************. In the event that he has any further questions, we encourage for him to contact Affirm directly via email. 
  
  

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20342568
  
  I am rejecting this response because: False! They are not mine. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/09/2023

  Thank you for the opportunity in responding to ************************** BBB rebuttal. Affirm has reviewed ************************** complaint which states his concerns with regards to loans he claims to not have authorized.
  
  As previously stated, we have confirmed that all credit reporting is accurate and will have to respectfully decline ************************** request to remove credit reporting for each of the loans.
   
  On July 24, 2023, Affirm's Account Safety Team reviewed ************************** claim of unauthorized activity and sent a fraud affidavit form for him to complete and return in the event he wanted to refute the decision. 
  
  Affirm strongly encourages ********************** to complete the fraud affidavit form for a secondary review of his claim. Once completed and returned to Affirm, the investigation can take up to 30 days to be completed.
  
  In the event that ********************** has any further questions, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:07/19/2023

  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 have been calling the company for 3 weeks to update my phone number and email address due to someone hacked my email and I went with different phone provider. Every time I call they state it will be escalated but no resolution at all. So I keep calling still same result. I received an email stating they wanted my drivers license I sent it still no resolution. I got an email stating to update email and I did. Then I received a message that I had to call as the last step to update my phone number. I called spoke to representative and supervisor and stated that I needed to update my phone number per there website and the answer I received was it will be escalated which is what I been getting for 3 weeks and still no result. I cant pay my accounts if I dont have access to whats due and when.

  

  Business Response

  Date: 08/04/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states her frustration with the process to update her phone number and email address. 
  
  According to Affirms records, **************** reached out to Affirm on June 29, 2023 and July 14, 2023. The case was escalated on his behalf and a ******** Care agent provided her with a Net Verify link to verify some information. Her account details show that the verification passed and  her email was updated on July 18, 2023. Shortly after, on July 20, 2023 she was able to successfully update her phone number.
  
  **************** can see the updated information when she logs  into the account.
  
  ********************** would like to thank **************** for her patience during this process. As the phone number acts as the log in, Affirm must take the appropriate steps to ensure the security.
  
   In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm via email or by visiting ****************************************************.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1rst 2023 I opened an affirm card to pay for a purchase which total $1, ******. Stupid me opened it thinking it was just like an one time card I would use to make this purchase. So Affirm opened this card for me and took over **** from my checking account. In addition, and for the same purchase, put me in a 12 month payment plan Loan ID: *********, paying $111 a month. As soon as I realized this I closed the affim card and innocent me called right away to ask them to refund my money. I informed them I had returned haft of the purchase I had made. I was told by affirm robotic customer service person that I needed to wait for the merchant to refund the money before they can give me a refund. I explained to them that they are making pay twice for the same purchase. The merchant refunded the money few days later. I called affirm again to ask them to refund the money they have taken from my checking account, because I that point between the $**** they have taken from my checking account plus the money I was paying to the 12 months payment plan they had put me on, I had made a total payment of **** for a $600 purchase after the return I made to the merchant. The robot customer service person told me because I closed the affirm card, there was not way for them to refund me. I almost fainted. First of, that is the biggest lied I have ever heard. It is called technology, every transaction can be done with just pressing a few keys. Secondly, NO WHERE IN their website refund policy says anything like that. Their refund policy says that if you close your affirm card and a refund is owed to you, it would be refund it to the debit card the money was taken from, within 3 days. I have called several times and they always give the same excuse, that they are investigating my case, which probably another lie they tell customers. They scammed and kept my money,. I have begged them to refund my hard earned money and they have hanged up on me every time. PLEASE. HELP.

  

  Business Response

  Date: 08/03/2023

  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 her Affirm Card purchase. 
  
  The Affirm Card is a debit card that gives the flexibility to apply for a payment plan in the Affirm app or pay for a purchase all at once when you choose to link a bank account. 
  
  *********************** records indicate that loan RG7W-OVID processed for $1,132.00 on June 1, 2023, for a purchase with ****************. The repayment terms of the loan were 12 installments of $111.80 at an APR of *****% and payment due on the 1st of each month. On June 28, 2023, a refund amount of $96.60 was applied to the loan. Affirm received a payment of $111.80 on July 7, 2023. On July 14, 2023, an additional refund amount of $1,035.40 was applied to the loan. ****************** was issued a refund of $76.35 for the payment of $111.80 less non-refundable interest charges of $35.45. ****************** is no longer responsible for repayment of loan RG7W-OVID. 
  
  Regarding Ms.  Minadeos concerns with receiving a refund towards her Affirm Card purchase with ****************, Affirms records show that ****************** closed her Affirm Card account on June 14, 2023. As stated in Affirms *********** Closing your Affirm Card account doesnt affect your Affirm accountyoull still be able to do things like shop and pay over time or manage your split purchases at affirm.com or in the Affirm app. Closing your Affirm Card account will result in all cards being deactivated, and your bank account will be unlinked from Affirm Card. Once you close your Affirm Card account, you won't be able to reverse this decision or open a new Affirm Card account. Note that after closing your account, any refunds issued will not go through, and youll need to work with the store who issued the refund to re-direct the funds to a different account. This help center article can be located by navigating to the following link: **********************************************************************************************
  
  As such, Affirm encourages ****************** to contact the merchant directly to determine if they are able to re-direct her refund to a different account. 
  
  Additionally, Affirm would like to confirm that this matter has also been escalated to the relevant team to determine if Affirm can assist further with issuing a refund. 
  
  At this time Affirm would like to thank ****************** for her continued patience throughout this process. Affirm will be providing updates to ****************** on the status of her case as they become available.
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email