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: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 **********************************************************;
  

  
  

• Initial Complaint

  Date:09/10/2023

  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.

  When I signed up with Affirm, I was under the understanding from them that my interest rates would improve on future loans as long as my account was not in default, which it is not. I have paid off 10 loans, some ahead of schedule and all at the higher rates. I have an additional 9 loans I am still paying on and all are at the higher interest rates. I can provide that information to you if you like. I have opened several complaints with them and all have been closed without an answer. All they say is that they didn't get the information which is a lie. I provided the information yet they still close the complaints without any type of explanation or resolutions.

  

  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 the Annual Percentage Rate (APR) associated with his Affirm loans.
  
  Affirm's records indicate the Mr. ************** currently has a total of 8 active loans within his Affirm account. ********************** received contact from Mr. ************** on September 10, 2023, where he inquired about the interest rate for loan DOC4-EV0B. 
  
  Loan DOC4-EV0B processed on October 13, 2022, for $532.85. The agreed upon repayment terms of the loan are 24 installments of $25.32 at an APR of *****% and payment due on the 13th of each month. The loan required a down payment amount of $79.93 that was submitted on October 9, 2022. 
  
  Affirm followed up to Mr. ****************** contact on September 12, 2023, and confirmed the terms of the loan along with noting that the total amount of interest that Mr. ************** will pay is dependent on the loan amount (purchase total minus any down payment), the length of the loan and the APR, which can range from 0-30%. This message noted that Affirm evaluates a number of factors including credit score and credit history to determine APR. Each loan application is considered separately and takes into account many factors including but not limited to credit score, debt to income ratio, the loan amount requested and any payment history with Affirm. For this reason, Affirm cannot guarantee approval, and if approved, Affirm cannot guarantee the loan terms Mr. ************** may be offered. This information was also noted in Affirm's response to Mr. ****************** previous BBB complaint.
  
  As stated in Affirm's Terms of Service, Section 2: How Affirm Will Serve You: Interest Rates: Rates range from 0% to 36% fixed Annual Percentage Rate ("APR"), depending on your creditworthiness and/or the type of product offered (0% APR may only be offered at select merchants). Loans are simple interest loans, which means that interest, if any, accrues daily on the unpaid principal balance, up to the amount of the finance charge, until you pay the loan in full.
  
  Affirm hopes that this information is helpful. In the event Mr. ************** has any further questions or concerns, we encourage him to reach out to *******************************************************************

• Initial Complaint

  Date:09/09/2023

  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 ordered a bed through Amazon and used affirm. I was approved and the first payment was 9/7. I tried to log on to my account several times but the screen kept saying an error message that my credit was locked and to unlock it. I called and told them I couldnt log on or create an account because of this frozen message. She told me 15 times to try unlocking my credit and doesnt understand enough english to help. I call back. The call center is in India and they use a script and have no ability to do anything else. The 2nd person says they reset something in my account and to wait for an email I will be receiving within 24 hours and try again. The email never came. I try to make an account again and this time I try logging in with my phone number and it says to create an account. That's new. I enter the info to create an account it I says I cannot create an account because my phone number is already connected to an account. But when I try to log in, it tells me to create an account. The error messages are both pointing to each other as the problem. I call back again, this time it is getting closer to the payment date. I talk to this man in India for an hour. I tell him the problem clearly. He uses his script which doesnt help. I tell him it is a technical glitch and needs an IT person to fix it. He tells me he isn't IT. I say ya I know, send me to IT. He can't. He says he will submit a ticket and I will receive an email. Well I told him I've already played that game I received nothing after 2 calls already and I need to make a payment. He says he can take the payment over the phone. I'm reluctant because I can't even verify I have an account. We try 2 cards, one is a bank debit card and nothing works. He suggest trying another card and I tell him it's not working because I have no account set up. He tells me he will submit another ticket an to wait for an email. For a 2nd time I dont receive it and now I keep getting emails that I haven't made my payment. I CAN'T!!!

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states technical issues she is experiencing accessing her Affirm account.
  
  **********************'s records indicate that on August 7, 2023, **************** obtained loan 2BRK-G87O with the merchant, Amazon for a purchase in the amount of $1,679.53. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $93.47. Affirm's records further indicates that this loan is currently not being reported to the credit bureaus.
  
  On September 5, 2023, **************** called and spoke with Affirm indicating that she was having issues accessing her account. She was advised that there was potentially a freeze on her credit report which was restricting her from creating her Affirm account and that it would need to be lifted before she is able to proceed. We encourage for **************** to contact the credit bureaus to have the freeze lifted and for her to contact Affirm when this is completed.
  
  Please note, payments can still be made on existing loans, please call Affirm at ************ and provide the loan ID she would like to submit a payment for. Affirm's customer care representatives are available to take her call between the hours of 7 am and 10 pm CST seven days a week. More information on various payment options can be found here: *****************************************************************.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any further questions, we ask that she contacts Affirm directly via ****************************************************.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20579637
  
  I am rejecting this response because:

  The business did not solve my problem with my accounts that are not functioning correctly due to a technical glitch. This response is simply a restatement of what i was told by the customer sercixe agents in India. They have advised me to unfreeze the credit and call affirm. As I stated in the complaint I did this numerous times, and I have called customer service  several times. They cannot figure out what is wrong. They keep saying they have submitted a ticket to IT and I will receive an email with further help. This has never happened, I have received no emails. They say I can call to make a payment, but I tried this as well and tried 3 different payments and the account would not take the payment because there is something wrong with it. I need a person from the US to call me and fix the technical error in my account. I am a teacher and cannot answer my phone during class and need a way to contact them that doesn't simply instruct me to call the call center in India again. Either the company personnel cannot read, or they simply don't care enough to actually read my complaint or they would see what they responded with has already been done with no success. This is pathetic. I would never use this service again. 

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

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal complaint. Affirm has reviewed her complaint which states technical issues she is experiencing accessing her Affirm account.
  
  ********************** has reviewed the request again. Please note, payments can still be made on existing loans, please call Affirm at ************ and provide the loan ID she would like to submit a payment for. Affirm's customer care representatives are available to take her call between the hours of 7 am and 10 pm CST seven days a week. More information on various payment options can be found here: *****************************************************************.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any further questions, we ask that she contacts Affirm directly via ****************************************************.
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20579637
  
  I am rejecting this response because:

  You apparently cannot read. I already wrote in the complaint that I called and tried to make a payment and none of my bank cards would work which is obviouslybecause i dont have an account. Just fix the **** account. Once you do, I can pay. If you send information to the credit reporting that I am not making payments I will reduce this information as I have clearly made efforts above and beyond to get this fixed. How about you get off your lazy can and get a tech person to call me and take the 10 minutes to correct this. I will never use affirm again.

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

• Initial Complaint

  Date:09/09/2023

  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 the debt to original creditor. I do not have a contract with collections name and was not given one when requested.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity in responding to **************' BBB complaint. Affirm has reviewed her complaint which states her request to remove loans from her credit report that she claims were unauthorized.
  
  Affirm's records indicate that on July 6, 2021, ************** obtained loan LEI5-SHB5 with the merchant, Walmart.com for $245.60. ************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $23.94. On July 30, 2022, the loan was paid off, but there were payments made 30 days past the due date.
  
  Additionally, on October 4, 2023, ************** obtained loan NJQ3-H5O8 with the merchant, *******.com **** for $216.30. ************** agreed to loan terms of *****% APR, down payment of $36.61 and 12 monthly payments of $17.49. Due to having a past due balance for more than 120 days, the loan was charged off on February 2, 2023. The loan was outsourced to Affirm's third-party debt collector, ***********. They can be reached by calling **************.
  
  On the dates of May 18 and September 11, 2023, Affirm received FCRA disputes in which ************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes and confirmed that the information being reported to the credit bureaus was accurate.
  
  Upon review of **************' BBB complaint, Affirm found no prior contact from her regarding her unauthorized activity claim. If she believes the loans and/or account was opened without her authorization, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity.
  
  Once a completed affidavit is received, Affirm will conduct an investigation and notify ************** of the outcome within 30 days. To do so, she may visit the following link: ******************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which she consented to and approved when she obtained an Affirm loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************' request to remove credit reporting for loans LEI5-SHB5 and NJQ3-H5O8.
  
  In the event that ************** has any further questions, we ask that she contacts Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/09/2023

  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.

  Would NOT do a charge back or cancellation of a fraudulent charge! I went on to the website to pay on my loan..Clicked "Make payment" A pop up box showed it was going to be charged to my BANK account.. I wanted it to be charged to my CREDIT CARD.. so I clicked on the *** box in the upper left hand corner..to cancel and go back not the purple " Pay ******" it was STILL PROCESSED THROUGH MY BANK ACCOUNT WITHOUT MY AUTHORIZATION !!! So when I called the customer support I got a call center in INDIA that spoke in broken English, I was told they could NOT do a refund or cancellation until it was processed by my bank!!!That is total BS!!! I had a Company, and we took Credit *************** I could at ANYTIME cancel, refund any charge or transaction.. PERIOD.I was told I would have to call my bank and cancel the charges..My bank said I would have to pay a STOP PAYMENT FEE OF $36.00..I payed it... And I will now deduct that from my final payment of $153.85. for a total final payment of $117.85 ************ HIDES behind its call center in ***** and refuses to give corporate contact info for complaints after they will not escalate any higher than the INDIAN call center.This so called company has no customer support that can do anything, Hides their company info, Has HTML Coding errors on its radio buttons on its website. F-

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his frustration with having a payment he recently made reversed.
  
  Affirm's records indicate that on May 23, 2023, ************ obtained loan MY2B-QK09 with the merchant, BluePrint Engines for a purchase in the amount of $6,067.95. ************ agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $1,067.95 and 12 monthly payments of $455.17.
  
  On September 2, 2023, ************ scheduled a manual ACH payment in the amount of $455.17 from his bank account. Later that day, he requested for Affirm to stop and reverse the payment and indicated he intended to use a **** card for the payment. ************ was advised that the payment was being processed and the payment reversal could not be done until this was completed by his bank.
  
  On September 9, 2023, Affirm sent ************ an email confirming that the payment was unsuccessful as a stop payment was placed. He later made a payment via manual ACH from the **** card he intended to use initially. Regrettably, Affirm is unable to provide any compensation for the stop payment fee accessed by his bank as this was not an Affirm error.
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20578722
  
  I am rejecting this response because: they IGNORED the ***** THEIR website made in processing, by processing my payment when i clicked the *** to cancel the payment process.. I made o payment..I AUTHORIZED NO PAYMENT.. the website AUTOMATICALLY PROCESSED MY PAYMENT WHEN I CLICKED THE *** TO CANCEL IN THE PAYMENT POPUP WINDOW!!!!! I have the **** codes that show that radio buttons code was liked to a ( Process payment action )!! THE WEBSITE MADE A *****!!!!!
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity in responding to **************** BBB rebuttal complaint. Affirm has reviewed his complaint which states his frustration with having a payment he recently made reversed.
  
  
  Affirm has reviewed the request again and we have found the same results. 
  
  
  On September 2, 2023, ************ scheduled a manual ACH payment in the amount of $455.17 from his bank account. Later that day, he requested for Affirm to stop and reverse the payment and indicated he intended to use a **** card for the payment. ************ was advised that the payment was being processed and the payment reversal could not be done until this was completed by his bank.
  
  
  On September 9, 2023, Affirm sent ************ an email confirming that the payment was unsuccessful as a stop payment was placed. He later made a payment via manual ACH from the **** card he intended to use initially. We are sorry that Affirm is unable to provide any compensation for the stop payment fee accessed by his bank as this was not an Affirm error.
  
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.
  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20578722
  
  I am rejecting this response because: IT WAS A ERROR MADE BY YOUR WEBSITE!!!!!!  Your for letter response that IGNORED my complaint goes to show this company TRUE lack of concern of their customers...I incurred a STOP PAYMENT fee do to the fact that THEIR website processed a payment I did not authorize,,,!!!!! THEY OWE ME $36.50!!!!
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/09/2023

  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.

  Dear ***/*****,I hope this letter finds you well. I am writing to formally lodge a complaint against Affirm , regarding the unresolved issue surrounding my account, ********. Despite my persistent efforts to contact Affirm and address this matter, I have received no response, which has led to detrimental consequences for my financial well-being and detrimental to my credit score. The issue at hand pertains to a loan I took out with Affirm for the purchase of a television from ******* , amounting to $562.98 which now has a balance of ******. Unfortunately, due to unforeseen circumstances, the television arrived damaged, and I had to cancel the order and return the item. I have attached the receipt as proof of the cancellation.It is imperative to note that the cancellation of the purchase should have also nullified the associated loan agreement with Affirm. However, Affirm has continued to pursue collection efforts for a debt that I do not owe through third party Debt collectors .I Have since then been able to resolve the issue with one of the third party debt collectors January who has agreed to no longer attempt to collect on this debt .This unjust action has severely impacted my credit score and financial stability because it is still reporting and I have been contacted from other debt collectors as well. I appreciate your immediate attention to this matter and request a swift resolution. If you require any additional information or documentation, please do not hesitate to contact me at the email address provided above.Thank you for your understanding and cooperation in helping to resolve this issue.Yours sincerely,************************* **********************

  

  Business Response

  Date: 09/21/2023

  
  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed Ms.. ******** complaint, which states her concerns with the charged off status of her Affirm loan. 
  
  Affirms records indicate that loan H10C-**** processed for $562.98 on October 18, 2021, for a purchase with ******** The repayment terms of the loan are 3 installments of $197.12 at an APR of *****% and payment due on the 18th of each month. There were no payments received and the loan was subsequently charged off on March 19, 2022, after having an overdue balance for 120 days. Affirm sent ******************** sent a number of email and SMS notifications prior to the loan charging off to alert her to the overdue status and potential credit reporting implications. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  As stated in Affirm's Terms of Service, Section 2, Servicing & Collection, which ******************** agreed to upon account creation and every time she applied for a loan: "You agree to allow Affirm to send you payment reminders from time-to-time. Notwithstanding whether you have consented or withdrawn your consent to the Affirm E-Sign Consent, you agree that payment reminders may take the form of any available communication, subject to applicable law. You also agree that if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency, or taking legal action. FAILURE TO PAY *** AFFECT YOUR CREDIT SCORE."
  
  Affirm has since placed the loan with one of Affirm's third-party collection partners, **********, for continued management. At this time,  ******************** will need to contact ********** at  ************** to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellations and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. To date, there have been no refunds received towards loan H10C-****. 
  
  
  If ******************** had  been unable to resolve the matter with the merchant, Affirm recommends contacting us within 60 days of receiving the loan confirmation so we can investigate and open a dispute.  Due to the amount of time that has passed since the loan was captured, Affirm is unable to open an official dispute for this loan. 
  
  However, If ******************** has evidence that proves the merchandise or service she purchased  that a refund is due she is encouraged to submit it to Affirm by emailing ***************************************. Affirm has reviewed the documentation included in ******************** BBB complaint. This documentation references the order number as 8563218-852212. The order number associated with Affirm loan H10C-**** is 5602131698144. 
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ******************** request to remove credit reporting for loan H10C-****.
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via ****************************************************************;
  
  

• Initial Complaint

  Date:09/08/2023

  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 **** Affirm *** has reported 3 negative accounts drastically defaming my character. I do not have a contact with AFFIRM **** they did not provide me with the original contract as requested.

  

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which states her concerns with unauthorized activity and credit reporting.
  
  Affirms records indicate that loan EQSR-JOD8 was processed April 20, 2022 in the amount of $593.20 for a purchase with American Airlines with a *****% APR to be paid over 12 installments of $57.53. The loan received  various  payments from June 20, 2022- January 20, 2023. The loan received no further payments and was overdue for over 120 day. The loan was subsequently charged off on June 21, 2023. 
  
  Loan YAGE-4PTK was processed on December 19, 2022 in the amount of $478.80 for a purchase with American Airlines. The loans received various payments from January 19, 2023- April 19, 2023. The loan was then overdue for over 120 day and subsequently charged off on September 17, 2023 for non payment.
  
  Loan RCAR-Q46X  was processed on December 21, 2023 in the amount of $372.38 for a purchase with Walmart.com with a *****% APR to be paid over 12 installments of $36.09. The loan was settled on December 21, 2022 but was overdue while the loan was active. The delinquency was reported to Experian. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan EQSR-JOD8, YAGE-4PTK and RCAR-Q46X.
  
  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. 
  
  Affirm also saw that ****************** has not contacted them directly prior to this BBB complaint regarding unauthorized activity concerns. If ****************** believes the loans are 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, please see the following link: ******************************************************************************.
   
  In the event that ****************** has any further questions or concerns, Affirm encourages her  to reach out directly via email. 

• Initial Complaint

  Date:09/08/2023

  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.

  They said I was pre-approved on two occasions for two stores. Each time they took a loan out and gave me a card to use. The first was at Gamestop. I was shoping for a Christmas gift and decided to use their credit service since their site said it was approved. When I got there and had trouble using the card affirm gave me, I was asked what virtual card method I was using and was told by gamestop they didn't accept affirm while affirm stated i could use it in store. This happened again today in samsclub. When I got to the register to pay the cashier stated they did not take affirm in store but only online, even though affirm says it can be used to pay in store. I assume applying for loans I can't use must affect my credit and them blatantly lying that it can be used in more locations than it can is wrong and deceitful.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with merchants accepting Affirm Virtual Cards in store. 
  
  Affirms records indicate that ****************** submitted virtual card application NOVA-AJJE, for a purchase with **** Club on September 8, 2023. The application was approved and confirmed. However, the loan has since been canceled. Affirm would like to confirm that ****************** is no longer responsible for repayment of the loan. 
  
  When approved for a loan with Affirm, the loan amount can be loaded onto a virtual **** card. It's meant to be used one-time only - at a merchant of your choice - either online or in-store.
  
  Affirms *********** article on virtual card loans does state that most merchants who accept **** cards will accept an Affirm **** virtual card as a form of payment. However, we cannot guarantee that all merchants will. Affirm would like to apologize to ****************** for any inconvenience or frustration caused by the merchant of her choice not accepting an Affirm virtual card as a payment method. 
  
  With regard to Ms. ******** concerns about the virtual loan application impacting her credit, Affirm conducts a soft credit pull inquiry to determine eligibility, but this does not have an impact on credit score.
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;