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:09/11/2023

  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.

  On January 30, 2023, I ordered a Vanmoof S5 bike using Affirm as the payment method due to its advertised safety and low-interest features.The initial estimated shipping date was a month from the order date, with a final delivery date set for March 09, 2023, by ********However, on March 08, 2023, Vanmoof informed me of a 42-day shipping delay due to logistical issues.On May 02, 2023, another "transit delay" of 42 days was announced by *******, citing a resource shortage.Around this time, I came across news indicating ********* financial troubles in Holland.I contacted Affirm on July 13, 2023, initiating a case (#*******) and providing detailed information about the issue.Affirm promised a response within 3 days but failed to reach out.On July 20, 2023, I followed up with Affirm, referencing the original case and requesting to speak with a supervisor. However, no supervisor was available, and I was again assured a response within 3 days, which never occurred.I made a third attempt to contact Affirm on July 30, 2023, reiterating my desire to speak with a supervisor and explore fraud reporting options. Affirm insisted I follow the existing process, took additional information, and promised a decision within 3 days, which I have yet to receive.

  

  Business Response

  Date: 09/26/2023

  
  
  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concerns with an order that was never delivered and now the company is out of business. 
   
  Affirm's records indicate that loan U3MJ-X74B was processed on January 31, 2023 for a purchase with an Affirm Virtual Card labeled, VanMoof, in the amount of $3,589.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $271.27 due on the 31st of each month. 
   
  **************** first contacted Affirm on July 13, 2023, by phone to let us know that he was supposed to have received his order but due to the merchant claiming shipping delays the order was not delivered yet. The Affirm agent he spoke with explained that we could look into a potential courtesy dilute since the loan was outside of the 60-day timeframe. The Affirm agent explained that he would escalate the request and **************** would receive a response within 3-5 days. 
   
  Affirm apologizes for the delay in response. He called again on July 20, 2023 explaining that he had yet to receive the order and any follow up from Affirm. The request was escalated again for review. Affirm requested evidence from **************** on July 20, 2023, and explained again that due to the age of the loan being over 60 days, an official dispute would not be opened but we could look into a possible courtesy dispute. 
   
  He promptly sent evidence on July 20, 2023. He called again on July 30, 2023 stating he had yet to receive any updates for Affirm. The request was escalated one more time. On July 30, 2023, Affirms Resolutions Team reviewed his request and advised him that due to the age of the loan we were unable to dispute the loan and he would need to continue to work with the merchant. 
   
  Please note that the loan was confirmed on January 31, 2023. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date and within **************************************************************************************************************** regard to this loan until July 13, 2023 which was passed the 60 day timeline. In order to dispute the loan with our virtual card processor we would have needed to submit the dispute on or before May 31, 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. 
   
  As of September 26, 2023, Affirm has requested one more review of the request and his concern to see if Affirm can do anything further on our end. Please note, there is no guarantee we can dispute the purchase as we are outside of the timelines, however we will see if we can provide any resolution. 
   
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
   
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/11/2023

  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 am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. AFFIRM *** ACCOUNT NUMBER :L5XS**** BAL$170 I understand that the Office of the Attorney normally provides copies of the complaint forms or information regarding complaints to the business complained about and other private and public agencies. I authorize BBB to give copies or any information on the form to anyone deemed advisable.

  

  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 has been a victim of fraud, and a loan is reporting on his credit that he did not authorize. 
   
  Affirm's records indicate that loan L5XS-EP7G was processed on June 30, 2022, for a purchase with the merchant, Tires Easy, in the amount of $552.87. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $85.32. This loan charged off due to not receiving payments for 120 days. The loan charged off to Affirms third party collections agency, ********** on March 31, 2023. ********** can be reached at ************** for any questions or to schedule payments.
   
  Affirm has not received direct contact from ****************** on this concern, however, we did receive 5 FCRA disputes from April 7, 2023 to August 19, 2023 and after investigation, we found the loan was reporting accurately within each dispute. 
   
  Affirm furnishes consumer loan history to Experian on a regular basis.
   
  If ****************** would like immediate repayment confirmation, please let us know and we would be happy to provide a loan verification document.
   
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline his request regarding his credit reporting for loan L5XS-EP7G.
   
  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 him of the outcome within 30 days. To do so, please see the following link: ******************************************************************************
   
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 29, I made a purchase on Amazon.com using Affirm as the payment method. Affirm took it upon itself to mark my order as unauthorized when it was not. Affirm then locked my account for no reason. I have been calling for months since this happened to start the process to unlock my account. Which the process is Affirm sending me a link to my email to verify my identity. I have called multiple times and each time they have continued to tell me **** days or 3-5 days and each time I have waited those days I did not ever end up receiving any email with any link to start the verification process. They even said they would expedite the process and it has been weeks since I was told this. Now Because of this on their part I have not been able to get into my account to make my payment because they promise a verification link to my email and I have not yet been able to receive it for months.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to **************** BBB Complaint. Affirm has reviewed her complaint, which states her continued frustration with the process to recover her account.
  
  According to Affirms records, ************** reached out on July 28, 2023  to recover her account. The team sent her a secure link to verify her identity and recover her account. ************** did not complete the steps outlined in the link and the link eventually expired. 
  
  While reviewing the case, the case was escalated to the ************* team again and they sent ************** an additional secure link to verify her identity on September 27, 2023. 
  
  Affirm kindly advises ************** to submit all of the requested documentation so the team can move forward with the next steps.
  
  In the event that ************** has any further questions, Affirm encourages her to reach out to Affirm via email or by visiting ****************************************************
  
  

• Initial Complaint

  Date:09/11/2023

  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.

  I made a purchase from a seller and used Affirm. The seller did not honor their return policy, and thus I'm stuck with a $2K device that ended up not working (hence the return attempt). When I contacted the seller again, pointing out their return policy. The seller ignored me. I then contacted Affirm to file a dispute per their policies. I uploaded all of the required documentation and answered all questions. I received a confirmation email regarding the dispute and a dispute number. Affirm website states: "After reviewing the evidence, we'll notify you of a decision within 15 calendar days"I created the dispute nearly 30 days ago. My concern is after doing some ****** searches, it is quite common for Affirm to simply let it fall through the cracks, or deny the claim and send you to collections. Their website also states "While your purchase is in dispute, you're not allowed to make payments on your loan."Also not true. I'm receiving notifications that my payment is due. The Affirm app lets you get to the point of making a payment with no indication that the charge is in dispute. If my disputed charge goes to collections I will have to take time out of my day to file a small claims dispute in court. I'd rather Affirm TRULY investigate my dispute (which I have no doubt will be in my favor if they're actually doing the legwork) and remove this charge.

  

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concerns with an order that cannot be returned and was supposed to be disputed with Affirm. 
   
  Affirm's records indicate that loan IZDN-OV6T was processed on August 10, 2023 for a purchase with ***********, in the amount of $2,480.00. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $180.30 due on the 10th of each month. 
   
  Mr. ******* first contacted Affirm through the Affirm *********** on August 17, 2023, where he explained that the order was not labeled as a special order and the order cannot be returned due to this. Affirm sent him a request for information on August 18, 2023, asking him for information on his concern. Affirm reviewed the secure message sent that day to him and Affirm states that once we received his evidence would determine if a dispute could be opened. It is correct that if an official dispute is opened, customers cannot make payments and merchants cannot process refunds to the disputed loan. However, an official dispute was not opened on August 18, 2023 and was not advised that day that it was. We apologize if this caused any confusion. 
  
  On September 25, 2023, Mr. ******* called Affirm stating that he was still being asked to make payments on the loan and that the loan was under dispute. Affirm would like to apologize that the Affirm agent did not explain further that the loan had not been placed under dispute as of yet and that payments were still his responsibility. The Affirm agent did however escalate the request for review.
  
  Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  Affirms Resolutions team reached out via secure message on September 25, 2023, and advised him that the merchant was working within their policy and that the loan could not be disputed at that time. He replied the same day disagreeing and stated that how was his order a special order to not be returned if it was not reflected on the merchant's website as one. 
  
  Affirm has requested another review of this concern as of September 26, 2023, to see if we can assist with any resolution. Please note that the 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, he is still responsible for repayment. 
   
  In the event that Mr. ******* has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:09/11/2023

  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.

  In May or June of 2018 someone other than myself fraudulently applied or purchased an item off ibuypower.com using Affirm as the creditor. In September of 2018 I was notified that there was a late payment on this said account. I advised them that this was a fraudulent account. I was told by the agent from Affirm this would be investigated and never heard back from them. When I attempted to make a purchase for my home and my credit was pulled I was notified that there was a creditor claiming I owed over 3k+ and that there were several late payments due to this action by Affirm I was denied the credit needed to complete the project for my home. During the time in 2019 till now I have attempted to contact Affirm to resolve this issue with no luck being told that an investigation was conducted and the account was mine with no evidence being provided or told how this answer was made. I've attempted to dispute this account with the credit reporting companies with no results only being told the same thing. Affirm will not release any information as to what was bought nor proof that I applied for this credit. I would like for Affirm to show what was purchase and how they determined that this account was mine. If they refuse or are unwilling to provide this information then I would like for them to remove this fraudulent account from my credit report and correct what they have done.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concerns that an Affirm loan was obtained in his name without authorization.

  
  Affirms records indicate that loan BZLE-54S0 processed for $2,967.00 on June 17, 2018, for a purchase with iBUYPOWER. The repayment terms of the loan are 12 installments of $289.18 at an APR of *****% and payment due on the 17th of each month. There were no payments received and the loan was subsequently charged off on November 15, 2019, after having an overdue balance for 120 days. Affirms records further indicate the order ID for ****************** purchase is 76C5KX and the item ordered was ***** 40th Anniversary Core i7 8086K Plus.

  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  At this time loan BZLE-54S0 remains with Affirm for continued management. If **************** wishes to submit payment towards the remaining balance, he will need to contact Affirm directly by calling ************ between the hours of 8 a.m. and 7 p.m. CT
  
  On September 8, 2018, **************** reported the loan as unauthorized. This prompted an the creation of a case that was forwarded to Affirms Account Safety Team for investigation into the claim. On September 21, 2018, the Account Safety Team completed their investigation and informed **************** that based on available information it had been determined he would remain responsible for repayment of the loan. This communication noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason, a consumer protection affidavit was included and **************** was informed that once Affirm had received the completed affidavit the investigation would be reopened and he would be informed of the outcome within 30 days. 

  
  Affirm received the completed affidavit on September 25, 2018, and the investigation was reopened. On October 3, 2018, Affirms Account Safety Team followed up with **************** and informed him that their investigation had determined he would remain responsible for repayment of loan BZLE-54S0.

  
  On November 18, 2018, **************** provided additional documentation for Affirms review. The Account Safety Team followed up with **************** on November 20, 2023, and informed him that their investigation had again determined he would remain responsible for repayment of the Affirm loan. This decision was reiterated to **************** June 13, 2019, June 9, 2022, July 21, 2022, and August 2, 2022. 

  
  Affirm additionally provided **************** with a copy of his Truth-in-Lending Agreement, bearing his electronic signature and his Loan Verification document on July 15, 2022.
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.

  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which **************** consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************

  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ****************** request to remove credit reporting for loan BZLE-54S0
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.
  

  
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20585767
  
  I am rejecting this response because:

  They claim an investigation was done but how did they come to the conclusion that it was my account. ********************** not once has stated what information was used to come to this conclusion. I did not apply for this nor received anything as they claim. I've been getting the run around from this company since reporting it to them. This needs to stop cause any company can just claim its someone's account without any proof. I would like for Affirm to provide what proof they have and if they are unwilling then remove this from my credit.

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

  

  Business Response

  Date: 10/02/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his request to remove a loan he claimed was not authorized by him removed from his credit report.
  
  As previously stated, Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loan. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which **************** consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  We have provided a copy of ******************** loan verification and Truth in Lending Agreement in our response to this BBB complaint. Together, these documents validate ******************** loan.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ****************** request to remove credit reporting for loan BZLE-54S0
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday September 8th, I contacted Affirm because there was a charge I did not recognize from Seamless Popeyes for $38.30. I let the customer service rep I spoke with know I did not authorize this charge. She informed me the charge would be withdrawn from my bank because she had no way to stop it, but I could ask my bank for a chargeback. She went on to say that she would cancel my card and issue a new one. I said you have a policy that states customers are not help responsible for fraudulent charges. This is no the case. Affirm initiated a withdrawal from my bank account for $38.30. To add insult to injury, today I logged into the account and I see another withdrawal initiated for Seamless Popeyes. I have not even received the new physical card! I called and I was told I could speak with a supervisor if I would hold for two minutes, not true. I was on hold for about 15 minutes before I had to disconnect the call because I am working. Affirm needs to honor their agreement of not holding customer responsible for fraudelent charges. I am devastated that I can lose my entire paycheck because they are not investigating fraud or preventing it. I shared a pictured of their policy.

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm reviewed her complaint which states her concerns with an unauthorized purchase on her Affirm Card.
  
  Affirms records indicate that the purchase was processed on September 08, 2023 for a purchase with Seamless Popeyes. The purchase details show that the purchase was refunded on September 11, 2023 for a partial amount of $28.78. The remaining amount of $9.52 was refunded on September 27 2023. 
  
  Upon reviewing ************** complaint, a case was escalated to the Account Safety team. They followed up with her on September 27, 2023 and advised her that the purchase was refunded. They also informed her that they would have to reissue a physical card for her. 
  
  At this time, Affirm kindly advises that she respond to the email to confirm her mailing address and indicate her preferred card color in her response.
  
  In the event that ************** has any further questions, Affirm encourages her to reach out to Affirm via email or by visiting ****************************************************

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/11/2023

  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.

  I applied with Affirm for a hotel stay!! Upon reserving the room through Hotels.com for the one night stay, August 16 - 17, 2023. Affirm took the down-payment of $109.00. I received confirmation from The ********** Hotel but as I was reading their policy I noticed they didn't accept virtual cards. I immediately canceled the reservation used with Affirm & reserved a room directly, paying the room in full. I have been trying since August 15, the day the first reservation was made, to obtain a refund of the $109 & have the loan closed since it wasn't used and I don't want to be liable for the remaining payments, since again, the room was canceled! I have supplied Affirm with my receipt from the hotel, showing it was paid in full, an email from the hotel showing the room using affirm was canceled, as well as an email from Hotels.com confirming the room was canceled! I have spoken to 14 people since August 15, 2023 and they tell me it's being investigated and I'll have my refund in 7 - 10 days. When I ask for a supervisor I'm put on hold for over an hour and no one ever comes on the line. Can you please help me get this matter resolved? Thank you

  

  Business Response

  Date: 09/25/2023

  Thank you for the opportunity to respond to ******************************* BBB complaint. Affirm reviewed the complaint which states their frustration with the process to cancel a loan.
  
  Affirms records indicate that loan ELWI-X4A3 has been in the processing state since August 14, 2023 for a purchase in the amount of $218.00 with a *****% APR to be paid over 3 monthly installments of $38.53. The loan required a downpayment of $109.00 which was paid on the same day.
  
  On August 14, 2023, ***************************** reached out regarding cancelling the loan as the merchant stated they do not accept virtual cards.  On August 22, 2023, the case was escalated for review and on September 07, 2023 the team informed ***************************** that the merchant was still processing the loan so Affirm was not able to cancel it. 
  
  ***************************** was advised to contact the merchant Hotels.com directly for further assistance. 
  
  Please note, 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. 
  
  In the event they have any further questions or concerns, Affirm encourages them  to reach out to ****************************************************

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20584476
  
  I am rejecting this response because:

  I have contacted the hotel and they have provided me an email confirming that the initial room booked with Affirm had been canceled. That email was submitted with my initial documents! I was told by multiple people at Affirm that my refund would be in my account in 7 days, 10 days & at best 45 days!! The room was canceled the same night it was booked with confirmation from The ********** Hotel provided.

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

  

  Business Response

  Date: 10/03/2023

  Thank you for the opportunity to respond to Ms. *********** BBB complaint rebuttal. Affirm has reviewed Ms. *********** complaint rebuttal, which states her concerns with receiving a refund towards her Affirm loan. 
  
  As noted in Affirms initial response to Ms. *********** BBB complaint, Affirms records indicate that loan ELWI-X4A3 has been in the processing state since August 14, 2023 for a purchase in the amount of $218.00 with a *****% APR to be paid over 3 monthly installments of $38.53. The loan required a downpayment of $109.00 which was paid on the same day.
  
  
  At this time, Affirm would like to confirm that loan ELWI-X4A3 has been voided in full and ************************ is no longer responsible for repayment of the loan. Affirm would also like to confirm that the down payment amount of $109.00 has been refunded to Ms. *********** original payment method as of October 3, 2023. Affirm asks that ************************ allows 3-5 business days for this refund to reflect on her end. 
  
  
  Affirm would like to sincerely apologize to ************************ for any frustration or inconvenience caused by the delays encountered in this process. Affirm thanks ************************ for her continued patience. 
  
  In the event that ************************ has any further questions, we encourage her to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:09/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AFFIRM *** I do not have a contract with AFFIRM ***. they did not provide me with the original contract as i requested

  

  Business Response

  Date: 09/25/2023

  Thank you for the opportunity to respond to Mr. ***** complaint. Affirm has reviewed Mr. ***** complaint, which states his concern regarding unauthorized loans on his account. 
  
  ********************** records indicate that ************ has 6 Amazon loans on his account. Loan 0SH4-K9YB has been paid off and settled; loan 0B2R-0UVY is currently overdue; and loans 2IC8-XSWS, *********, PA0I-MXWA, and 9K7L-B2RV have been charged off to collections. 
  
  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. Loans 2IC8-XSWS, 9K7L-B2RV, and PA0I-MXWA are currently being held by ********** and loan ********* is being held by January Technologies. If ************ would like to make a payment toward any of these loans, he may contact the third-party collections partners by calling the below numbers: 
  
  **********: **************
  January Technologies: **************
  
  If ************ believes that these loans were unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, ************ can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at ******************************************************************************
  
  Until Affirm is able to determine whether or not these loans are unauthorized, ************ remains responsible for repayment. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. 
  
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as Mr. ***** Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  As a result of this investigation, Affirm has determined the reporting for these loans is accurate and we therefore respectfully decline Mr. ***** request to remove them from his credit report. In the event that ************ has any further questions, we encourage him to reach out to Affirm via *********************************************************;

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20583837
  
  I am rejecting this response because: Lack of Documentation: I have not received any loan-related documents, such as loan agreements, promissory notes, or statements, which further substantiates my claim that I have no association with the loan in question.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond to Mr. ***** BBB rebuttal which states his request for loan documentation. 
  
  At this time, the ************* team reached out to you via email with copies of the loan documents (Loan Verifications and Truth in Lending Agreements).
  
  More information on Affirm's Terms of Service can be found here:  **************************************
  
  In the event that ************ has any additional questions concerns, Affirm encourages him to reach out directly via email.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20583837
  
  I am rejecting this response because: I have not received anything via email do u know how long it would take them to email me
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  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 not supplied proof under the doctrine of estoppel by silence, ********** ****************** (n 281 SW *******, I presume that no proof of the alleged debt, nor therefore anY such debt, in fact their form exists PLEASE DELETE THE MISINFORMATION OFF MY CREDIT REPORT

  

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding the debts on her account. 
  
  ********************** records indicate that ************** has several previous loans on her account but currently retains 3 charged off loans. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. 
  
  As a result, Amazon loans 3QN0-UBPH and ZT3N-NABL and ******* loan KE6X-9Y28 have been charged off. Loans KE6X-9Y28 and ZT3N-NABL are currently being held by January Technologies and loan 3QN0-UBPH is currently being held by **********. 
  
  If ************** wants to make any payments toward these loans, they can contact the collections partners directly by calling the below numbers: 
  
  **********: **************
  January Technologies: **************
  
  If ************** believes that these loans were unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, ************** can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at ******************************************************************************
  
  Until Affirm is able to determine whether or not these loans were unauthorized, ************** is responsible for repayment. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. 
  
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as **************** Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  If ************** would like to access the Truth-in-Lending Agreements for these loans, she may log in to her account, click on the loans, and access the terms. 
  
  As a result of this investigation, Affirm has determined that the reporting for these loans is accurate and we respectfully decline **************** request to remove them from her credit report. In the event that ************** has any further questions, we encourage her to reach out to Affirm via *********************************************************;

• Initial Complaint

  Date:09/10/2023

  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.

  Im not legally responsible for the debt that is being reported on my credit report by Affirm **** I never had a contract with them nor have they provided me with the contract they claim to have as requested from them.

  

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concerns with the credit reporting of her Affirm loans.

  Affirms records indicate that ************** has obtained two Affirm loans that include credit furnishing. Loan RBND-Z450 processed for $439.90 on June 18, 2021, for a purchase with ******** The agreed upon repayment terms of the loan are 12 installments of $42.88 at an APR of *****% and payment due on the 18th of each month. On February 16, 2022, the loan was charged off after having an overdue balance for 120 days. 
  Loan 2C8N-GTIH processed on June 18, 2021, for $408.60. The agreed upon repayment terms of the loan are 12 installments of $33.86 at an APR of *****% and payment due on the 18th of each month. On February 16, 2022, the loan was charged off after having an overdue balance for 120 days. 

  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  
  Upon charge-off, Affirm placed the loans with one of Affirm's third-party collection partners,**********, for continued management. At this time,  ************** will need to contact ********** at  **************  to settle the debts. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.

  
  Affirm received disputes through ******* concerning the accuracy of the information furnished on; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************** on June 12, 2023. Due to the fraud claims in the ******* disputes, the accounts were reviewed by Affirms Account Safety Team, who ultimately denied Ms. ****** claims. 

  
  Affirm has not received direct contact from ************** to report the above loans as unauthorized. If ************** believes the loans are unauthorized, you are encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support your claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify you of the outcome within 30 days. To do so, please see the following link: ******************************************************************************

  
  Upon origination of both loans,  ************** electronically accepted/signed  Truth in Lending Agreements. To access the loan agreements online, visit ******************************************** and access your Affirm account. Once you are logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which ************** agreed to upon account creation on May 5, 2020 and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: *************************************.

  
  For Ms. ****** reference, copies of the Truth in Lending Agreement bearing your electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that ************** 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. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ****** request to remove credit reporting for loans  RBND-Z450 and 2C8N-GTIH.

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