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:09/08/2023

  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.

  They've locked my account and have not complied with my request to unlock it. This has been going on for over 2 months and all they do is continue to send the same email from numerous team members! I need access to my own infirmation! They send me a link to send them a copy of my ID. I continue to tell them they link is not working!! A supervisor asked me to email a copy of my ID to himself (******) and he'd forward it to the proper departments to fix the problem. Now I get an email that's they can't move forward with my request because I've not sent my ID copy. I cannot log into my account!!! They're preventing me to have access to my own information!!I've NEVER known such INCOMPETENCE within any company!! Going on 3 months now! Regardless of speaking to higher management

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity to respond to **************** BBB complaint, which states she is having difficulty verifying her identity to access her Affirm account. 
  
  ********************** can confirm that restrictions were placed on **************** account due to confirmed unauthorized activity. Please note, account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  To regain access to her account, ************ will need to have her identity verified. To assist her with this process, Affirm provided ************ with secure single use links to submit clear photos of her government-issued ID as well as a photo of herself. It is important to note that these links expire within 3 days of being sent and photos must be submitted via the link, not though email.  
  
  Beginning on August 15, 2023 through September 12, 2023, Affirm provided ************ with seven of these single use secure links on various occasions to further assist her. Only on two occasions was the verification process attempted. They were unsuccessful due to ************ not completing all the required steps. The five other secure links expired. 
  
  If ************ would like to proceed with the identity verification process, she will need to respond to Affirm's last email that was sent on September 19, 2023 and request a new single use secure link. 
  
  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: *****************************************************************
  
  In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 27 2023, I booked a vacation through Priceline using Affirms services. On April 28 2023 I called and cancelled the reservation through Priceline. The colleague I spoke with at Priceline processed the cancellation and refund. I found out that the trip was only partially refunded In agent error leaving me with a balance with Affirm. On June 16th, after several attempts to have Priceline fix the agent error and refund the remaining balance (of approx 500 dollars). I contacted Affirm to open a dispute with Priceline. On 6/23/23 I had a rep reach out to me via Affirms secure portal asking me for documentation. Case number ******** and I provided all the requested documents. I had not hear anything since opening the dispute so I reached out to affirm again on 7/6 for an update and I was advised to give it 5 to 7 days upon receipt for the review to take place. I was under the impression during this process my loan would be on hold/paused. I had not hear anything about the dispute, so I called back on 8/4 to follow-up with affirm and they told me that I was actually not eligible for a dispute because I needed to contact Affirm regarding a disputed transaction within 60 days of the processing date. Which I did. I had called back and spoke with another rep who advised that I did actually reach out and issue the dispute timely and was sending it back for a dispute.Come to find out, that didnt happen. I reached out to Priceline, I reached out to Affirm all timely to get this rectified and I was under the impression throughout the process that the issue was being worked but a loan that Im not even using and called to cancel is being reported as delinquent on my credit. I have done everything I can to rectify this situation and affirm has absolutely horrible customer service and no follow through for customers that experience issues like this.

  

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to respond to ****************** BBB complaint, which states she is being held responsible for repayment of a loan she claims was refunded by the merchant.
  
  Affirm's records indicate that loan L39W-YY73 with Priceline was processed on May 1, 2023 for $1,802.80 with an APR of *****%. The agreed upon repayment terms were 12 monthly installments of $177.56, due on the first of each month. Affirm can confirm that a partial refund of $1,336.96 was issued by the merchant and applied towards the loan on May 4, 2023, leaving a remaining balance of $506.30 ************** was responsible for. Currently the loan reflects as paid off with the last payment being made on September 8, 2023.
  
  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Customers are responsible for any remaining balance of the loan.
  
  Due to the circumstances of ****************** situation, Affirm has reached out to Priceline as a courtesy to confirm if any additional refunds are owed. Affirm encourages ************** to continue working with Priceline and obtain any documentation that indicates a full refund is owed towards loan L39W-YY73 (order ID: ************ so Affirm can further assist her. She may contact Affirm via the link below to submit the documentation and kindly asks that she reference case ID: ********.
  
  Once Affirm receives a response from the Priceline, we will contact her directly. Affirm appreciates her patience with this matter.
  
  With regard to credit reporting for this loan, 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 make any changes to the credit reporting for loan L39W-YY73.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20576605
  
  I am rejecting this response because:
  I have worked with both Affirm and Priceline over the course of over 3 months. I leveraged Affirm to assist me in a dispute, and after talking to several people - my understanding was that the dispute was initiated. I have exhausted all efforts myself and I followed the correct procedure in canceling the trip with Priceline timely, but was inaccurately giving a partial refund. 
  

  I am not enthused with Affirms customer service and have not been advocated for when I took the steps necessary and affirm had no follow through. 

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

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity in responding to ****************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  As previously stated, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Customers are responsible for any remaining balance of the loan.
  
  On September 21, 2023, Affirm sent an email to the merchant to confirm if any additional refunds were owed towards her loan. Once more information becomes available, Affirm will reach out  to ************** directly.
  
  In the event that ************** has any additional questions in the interim, we ask that she contacts Affirm 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.

  I have spoken with a Manager at Affirm in regard to an account that was open in my name and is reflecting on my consumer report as fraudulent. I have explained, I'm a victim of identity theft and asked for this account to be removed from my consumer report. The collection balance is $913. Affirm has yet to provide of this account belonging to me ***********************. I have not supplied proof under the doctrine of estopper by silence, ********** v ******* (mo) 281 SW *******, 1 presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists.

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint her complaint which states her request to remove loans from her credit report which she claims were unauthorized.
  
  Affirm's records indicate that on December 20, 2021, **************** obtained loan PET5-WV7M with the merchant, Target for a purchase in the amount of $552.65. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $53.13. Between the dates of January 13 and June 22, 2022, **************** completed six payments of $53.13. Thereafter, no payments were received and the loan was charged off on November 18, 2022 due to having a past due balance for more than 120 days.
  
  Affirm's records further indicate that on February 7, 2022, **************** obtained loan 4N1D-JFP0 with the merchant, Saks Fifth Avenue for a purchase in the amount of $1,191.00. **************** agreed to loan terms of *****% APR and 12 monthly payments of $114.20. Between the dates of March 7 and June 10, 2022, **************** completed four payments of $114.20. Thereafter, no payments were received and the loan charged off on November 5, 2022 due to having a past due balance for more than 120 days. The loan was outsourced to Affirm's partnered, third-party debt collector, **********. They can be reached by calling **************.
  
  On the dates of January 25 and March 25, 2023, Affirm received FCRA disputes in which **************** claimed that the loans were unauthorized and being reported to the credit bureaus inaccurately. Affirm closed each of these disputes after confirming the information being reported to the credit bureaus was accurate.
  
  On June 21, 2023, **************** contacted Affirm indicating that the loans were unauthorized by her. She was advised that her claim would be escalated to the appropriate team. On July 17, 2023, Affirm's Account Safety Team sent **************** an email advising her that upon review of her complaint and account details, she was found to be responsible for the loans. 
  
  The email also provided a fraud affidavit form for **************** to complete and return in the even that she wanted to refute the decision. To date, Affirm has yet to receive a completed affidavit form from her.
  
  We have provided a copy of ******************** loan verification and Truth in Lending Agreements in our response to this BBB complaint. Together, these documents validate ******************** loans.
  
  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 PET5-WV7M and 4N1D-JFP0.
  
  In the event that **************** has any further questions, we ask that she contacts Affirm 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.

  On August 4th, 2023 I went to purchase an oil change through CarAdvise. I never received the service because the shop never took my car back. I paid CarAdvise through Affirm. CarAdvise refund the service and processed the refund. Somehow in my Affirm account, it is showing two loans. One that was refunded and one that I did not open through CarAdvise. After multiple attempts of trying to contact affirm, I was told ********* needs to send proof that I dont have two accounts. A representative from CarAdvise spoke with someone from Affirm to confirm that they did not have two open accounts under my name. I even sent a screenshot of my caradvise/affirm portal proving that CarAdvise did indeed refund Affirm. And I dont have any other loans through Caradvise. When I call affirm and speak to them on the phone they continuously tell me that I need to contact CarAdvise for proof. I have contacted CarAdvise and I have sent proof to affirm. After sending proof to affirm, they said they would contact me within 3-5 business days. This was on August 25. 9 business days have passed and I keep getting overdue notices from affirm and no one is responding to any of my messages. Im not sure why affirm has be owing a separate loan from CarAdvise when CarAdvise has sent proof that there is only one account in my name through them with affirm and that account has already been refunded.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states her concerns that her purchase was duplicated and request for a refund towards her Affirm loan.
  
  Affirms records indicate that loan 8G6D-4X22 processed for $65.80 on August 4, 2023, for a purchase with Caradvice LLC. On August 6, 2023, loan 8G6D-4X22 received a full refund of $65.80 and now reflects within Mr. ******** Affirm account as refunded in full. 
  
  Loan BQ83-UV5O also processed for $65.80 on August 6, 2023, for a purchase with Caradvice LLC. The repayment terms of the loan are 4 bi-weekly payments of $16.45 at an APR of 0%. At this time there have been no refunds received towards loan BQ83-UV5O. 
  
  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. 
  
  Affirm received phone contact from ****************** on August 21, 2023, where she explained that her purchase with Caradvice had been refunded and there should be no payment due. ****************** also explained that she had only intended to make one purchase with Caradvise. The Affirm agent that spoke with ****************** informed her that they would forward her case to the relevant team for review. 
  
  On August 24, 2023, Affirm received email contact from ******************. The documentation provided in her email shows that loan 8G6D-4X22 was refunded in full. Loan BQ83-UV50 shows a status of funds in the amount of $65.80 being captured from the merchant. This documentation was also included in this BBB complaint. 
  
  On September 22, 2023, Affirm sent ****************** a secure message within her Affirm account to confirm that a dispute for loan BQ83-UV5O has been opened on her behalf. This communication requests that **************** provide any additional documentation she may have. This request was made due to the provided documentation showing funds in the amount of $65.80 were captured from the merchant for loan BQ83-UV50.  The message also explains that during the dispute process, **************** will be unable to make any payments towards the loan. Any outstanding or overdue payments will appear as overdue in her Affirm account. Rest assured that outstanding payments arent reported negatively to Experian while the dispute is active, and any credit reporting implications will be reviewed when the dispute is closed. However, Affirm would like to confirm that loan  BQ83-UV5O is an Affirm product offering that does not include credit furnishing. 
  
  Affirm would also like to confirm that we have reached out to the merchant directly for clarification around the captured funds for loan BQ83-UV5O. Affirm is currently awaiting follow up from the merchant and will be providing updates to **************** within her Affirm account as they become available. The evidence due date for the dispute is October 7, 2023, after that it may take Affirm an additional 15 days to update ****************** with the outcome of the dispute. If ****************** has additional evidence; she is encouraged to submit it in response to the September 22, 2023 message sent to her. 
  
  Affirm would like to apologize to ****************** for the delays encountered in opening her dispute and thanks her for her continued patience throughout the dispute process. 
  
  In the event that ****************** has any further questions or concerns, we encourage 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.

  The item I purchased does not stay connected to the internet, I reported this to ******* and Affirm, but they do not wish to return my money. I talked to ******* about the issue three times, and one employee said I was past the 30-day window when I didn't have problems with the item at that time. I talked to another representative in the same month, July, and they told me to talk to warranty. ******** said that I qualified for a refund, but then told me to talk to customer service again. So, I called ********************** to place a dispute, I spoke with two representatives who supposedly placed a dispute, all of which I got no response to. I spoke with a supervisor, today 09/08/23 to address this issue, and he tells me I'm past the 60 window to file a dispute. Leaving me with a faulty electronic device to pay for. He hangs up on me before I can finish what I have to say. So, I'm now having to reach out to BBB, to get my money back from these merchants who scammed me. If there's any way you can help, I would appreciate it.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to ******************************* BBB complaint which states their frustration with their purchase with *******.
  
  Affirms records indicate that loan ORHJ-TL66 with ******* in the amount of $360.17 with a *****% APR to be paid over 12 installments go $28.09. The loan required a downpayment of $72.04 which was paid on March 04, 2023. The loan received 3 payments of $28.09 on April 06, 2023, May 09, 2023 and June 09, 2023. The loan had 3 failed payments occur from July 14, 2023-August 02, 2023. The loan then received its next payment on August 03, 2023 and a payment on September 20, 2023. The loan is currently up to date with its next due date on October 06, 2023.
  
  Upon reviewing ******************************* BBB complaint, the team escalated their case to the ************* team. An agent reached out to them on September 22 *****. ******************************* responded on the same day stating that the merchant had chosen to assist them with their issue and that the would wait for the merchants reply before seeking assistance from Affirm.
  
  In the event that ******************************* has any additional question or concerns, Affirm encourages them to reach out directly via email.

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought items and they ended up being a scam. I did receive the dresses but they were nothing like the photos. I tried reaching out to company and its a scam site. Affirm has been disputing this for over 2 months and every time I call its the same story of we will escalate this its been 3 times and Im suppose to hear back in 5 business days with a solution. This itself of higher escalation has been going on for three weeks. Im also having to keep sending my evidence even though they can see it. I keep getting the run around on receiving my refund. The original website as mentioned is a ***** scamming website and you cant get ahold of anyone.

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indicate that on July 2, 2023, ************** obtained loan NKN7-XOD5 for a purchase with the merchant, Mini Berni for a purchase in the amount of $62.87. ************** agreed to loan terms of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $15.72. ************** made three successful payments towards the loan.
  
  On July 26, 2023, ************** initially reached out to Affirm requesting a refund towards her loan as the items she received were not as described. She was advised her request would be escalated to the appropriate team.
  
  On August 4, 2023, ************** contacted Affirm again requesting for an update and was advised again that her request would be escalated. On August 19, 2023, an email was sent to ************** requesting for her to submit evidence that supported her claim. She responded to this email with images of the items received and indicated that the merchant was being unresponsive at her attempts at contacting them directly.
  
  On September 1, 2023, ************** contacted Affirm for an update on her request. She was instructed again to submit evidence that she was owed a refund. On September 8, 2023, Affirm sent ************** an email advising her that her loan was placed into an official dispute with the merchant.
  
  On September 11, 2023 an email was sent to ************** advising her that the dispute was closed in her favor and that the loan was fully refunded. ************** was advised that the payments she previously made were being sent back to her original payment method.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any further questions, we ask that she contacts Affirm directly via email.
  
  

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Two charges were registered for the same order.- One of those charges went into split payments, the second went into direct withdrawal using the Affirm card - Have spoken to both merchant and Affirm customer service - Merchant only see one payment - Affirm customer service clearly did not understand the issue and kept asking for "proof", when the proof is in my Affirm account - I cannot prove a duplicate charge because there is only one order!

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed her complaint which states her concerns about being charged twice for one purchase with a merchant.
  
  Affirm's records indicate that on September 5, 2023 ************ submitted an application for loan 2ZIG-ZAVV for a purchase with the merchant in the amount of $123.00. ************ agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $12.30 and 12 monthly payments of $11.12. The next day, Affirm's records indicate that ************ was charged $122.04 directly on her Affirm Card.
  
  On September 8, 2023, ************ contacted Affirm inquiring about being charged twice. Affirm indicated that loan 2ZIG-ZAVV was being processed by the merchant and requested for her to send bank statements showing that she was charged via her Affirm Card. She was advised if loan 2ZIG-ZAVV  was refunded she would receive her down payment in 3-5 business days.
  
  Regrettably, loan 2ZIG-ZAVV was still processing upon receipt of **************** BBB complaint due to technical issues. Affirm has taken the steps to fully refund loan 2ZIG-ZAVV. **************** downpayment was refunded on September 21, 2023.
  
  We apologize for any frustration this situation may have caused ************. In the event that she has any further questions, we encourage for her to contact Affirm directly via email.

• Initial Complaint

  Date:09/07/2023

  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.

  Initial Complaint 07/27/2023 Complaint Type: Delivery Issues Status: Unanswered In June I ordered a washer and dryer from a company called Kantty. I subsequently received a text from ****** stating that they had cancelled the order. Since that time I have been bothered by Affirm claiming that I owe them for a washer and dryer that I allegedly received from a company called ******. I never received any merchandise from eiither Kantty or ******. Affirm continues to dun me and has put it on my credit report.

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity to respond to ********************** BBB complaint, which states he is being charged for a purchase that was cancelled by the merchant.
  
  Affirm's records indicate that loan KNRG-YIKS with ****** was processed on June 12, 2023 for $949.98 with an APR of ****%. The agreed upon repayment terms were three monthly installments of $316.66, due on the 12th of each month. No payments have been made towards the loan.
  
  Affirm can confirm that ****************** was informed that an official dispute was filed on September 14, 2023. Affirm stated that the dispute process can take up to 15 days for the investigation to be completed and will update him on the final decision. ****************** can expect to receive the resolution sometime after September 29, 2023.
  
  Please note, since the loan is in dispute, any outstanding or overdue payments will appear as overdue in his Affirm account. If applicable, the loan will be reported as 'in dispute' to Experian. As a result, during the dispute's duration outstanding payments are not reported negatively.
  
  In the event ****************** has any further questions or concerns, we encourage him to reach out to **************************************************** and reference case ID ********.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While attempting to purchase 2 American Airlines for September 20th flight, we used Affirm when it was time for payment. For some reason, the transaction did not complete because "time expired" on the American Airline website but the Affirm process did work. We contact AA and they stated the "ticket was NOT PROCESSED". For this reason, they said complete the process again. This time the reservations were "ticketed". The next day, we noticed that Affirm charged us for two separate transactions for the SAME flight (************** to *******), SAME price ($958.80), and SAME two travelers. AA stated, this should have never happened because only ONE transaction was "ticketed". When I contacted Affirm, each representative provided a Record Locator that American Airline says "there is no such Record Locator Number. Nor is that number associated with any "ticketed" transaction. Affirm is charging me twice for the same transaction. How did you reach out to AmericanAirlines? - We reached out to American Airlines on September 6, 2023 at 12:00pm, 6:09pm, 6:31pm, 6:56pm, and 8:17pm. Each time (after speaking with Affirm), they confirmed that there is only ONE TICKETED transaction for a cost of $958.80. They stated, "Affirm should not have processed the loan until they received the TICKETED notification". Affirm received the "ticketed notification" from American Airlines for Record Locator Number only one ticketed transaction Did you contact the merchant to cancel the order? - American Airlines (merchant) could not cancel an order that's not there. They cannot cancel what they didn't process."This situation makes me feel sorry for dealing with Affirm in the 1st place.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed her complaint which states there are two loans for American Airlines for the same amount and there should only be one.  
   
  Affirm reviewed and found 2 loans with American Airlines, we believe are in question. 
  
  Affirm's records indicate that loan 0Y4I-C4ZW was processed on September 6, 2023 in the amount of $958.80. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $327.08 due on the 6th of each month. 
   
  Loan Y8AJ-K5WY was processed on September 6 2023, in the amount of $958.80. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $330.27 due on the 6th of each month. 
  
  ******************** first reached out on September 5, 2023, stating that she saw that loan 0Y4I-C4ZW was pending but the merchant had already processed a previous order for her. She called again on September 6, 2023, and explained that there were wo loans for the same flight but only one loan should have gone through. The Affirm agent explained that refunds would need to be processed by the merchant. 
  
  On September 11, 2023, loan 0Y4I-C4ZW was refunded in full for $958.80, and no further payments are due to this loan. 
  
  Loan Y8AJ-K5WY for American Airlines still remains active with the next payment due on October 6, 2023, for $330.27. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 09/26/2023

  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:09/07/2023

  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 August 17 ****** was withdrawn from my account for a loan ********************** cancelled . I have contacted the company and they said it could be several months before I get my refund if I get one . If I get what I paid for I dont have a problem but when you take my money immediately for something I didnt get and tell me it will take months to give my money back I have a problem thats not how its supposed to work .

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint which states she has paid a down payment on a loan that was canceled, and it has not been refunded. 
   
  Affirm's records indicate that loan OYI0-**** was processed on August 17, 2023 for a purchase with the merchant, American Airlines, in the amount of $754.40. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $200.02 due on the 17th of each month. This loan required a down payment for approval of the loan for $188.60 and was processed on August 16, 2023. A charge back was filed on the down payment and currently reflects it is still pending. 
   
  If a down payment is requested, customers must make the down payment upon completing the transaction. If a down payment is not submitted at the time of approval, the customer will receive a declination email 1 hour after the customer started the loan request. 
   
  The loan was fully refunded on August 21, 2023, for $754.40 and the loan is no longer active and has no further payments due. 
   
  ****************** first contacted Affirm on August 24, 2023, when she called, advising that the loan had been canceled but that she was waiting on a refund. She called again the same day and in speaking with a different Affirm agent they explained that because there was a chargeback filed on her down payment, she would need to speak to her bank further for resolution. 
   
  Affirm advised her again when she called on September 1, 2023, that because there was a chargeback filed, she would need to work with her bank. On September 7, 2023, Affirm explained via secure message that when a chargeback is filed the funds are pulled from Affirm. This reflects the payment was not made. 
   
  Specifically, in Ms. ******** case, she will need to work with her bank to cancel the chargeback on their end. This will release the funds back to Affirm for the down payment to be refunded due to the loan being canceled. Affirm is not able to assist further from our end as the funds are no longer in our possession due to the chargeback filing. 
   
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20570255
  
  I am rejecting this response because:I do not have the funds back in my bank and I paid them to Affirm and they were taken out of my account . This isnt fair 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to ********************** BBB rebuttal. Affirm has reviewed ********************** rebuttal, which states her concerns with status of her charge back dispute. 

  
  As noted in Affirm's initial response to ********************** BBB complaint, loan OYI0-**** was processed on August 17, 2023, for $754.40. On the same day a full refund of $754.40 was applied to the loan. Loan OYI0-**** required a down payment amount of $188.60 that was submitted on $188.60. Upon the loan being refunded in full, ****************** was due a refund for the down payment amount, however, a charge back was filed against the down payment amount. 

  
  When a payment is charged-back, that payment is essentially reversed by the issuing bank and no longer in Affirms possession. Upon the receipt of ********************** BBB rebuttal, Affirm has checked the status of the dispute with our payment processor.

  On September 12, 2023, Affirm received notification from the payment processor that the charge back dispute was resolved in ********************** favor and the funds were returned to the issuing bank.
  If ****************** is yet to receive the funds from her bank, Affirm encourages her to contact them directly for more information on the outcome of the charge back dispute resolved in her favor. 
   
  In the event that Ms. ************* has any further questions or concerns, we encourage her to reach out to ****************************************************.