Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/07/2023

  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.

  Hi,I have reached out many times to Affirm.com due to fraudulent usage of my bank account information. On August 3rd 2023 I spoke with ***** at approx 1:35pm.He claimed he was a supervisor, that he did not have a supervisor and that he opened an inquiry into this claim. I have not since been able to get any updates and was informed that the fraud department at Affirm.com does not have a phone number to reach them directly. My bank was charged 3 payments by Affirm 2/23/2023 for $60 4/12/2023 for $157.58 7/25/2023 for $930.75 I have requested that Affirm remove my banking information and credit my account for these charges. They have not replied to any requests.

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity in responding to ******************'s BBB complaint. Affirm has reviewed their complaint which states their claim that payments were made to Affirm without their authorization.
  
  Unfortunately, the personal details provided in *************************; complaint does not match any Affirm accounts. Please note, for security purposes Affirm can not disclosure account specifics when the information provided does match the Affirm account in question. ********************** would like to apologize for any inconvenience or frustration caused by this. 
  
  We encourage ************************* to file a chargeback dispute directly with their financial institution. Affirm can investigate their claim further if they send in a screenshot of their bank statement with the unauthorized charge and the last 4 of the bank account number to *****************************************************************.
  
  
  We apologize for any frustration this situation may have caused. In the event that ************************* has any further questions, we encourage for them to reach out to Affirm via **********************************************************.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20569539
  
  I am rejecting this response because:
  Here are the statements with the charges. 
  We started a chargeback but they wont' do it past 90 days so we can only chargeback the most recent one. 
  The last four digits of our account number is 2820.
  
  I understand you can't find my account but that's not my problem. You charged my bank account so please figure out where the money went.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity in responding to ******************'s BBB Rebuttal. Affirm has reviewed their rebuttal which states their continued concerns with unauthorized payments.
  
  As previously informed, Affirm was not able  to locate an account, loan or associated payment with the information provided. 
  
  Affirms record indicate that no evidence has been submitted as instructed in the previous case. 
  
  Unfortunately, Affirm is not able to investigation until the evidence requested from you is submitted. 
  
  Once again, ************************* is encouraged to file a chargeback dispute directly with their financial institution. Affirm can investigate their claim further if they send in a screenshot of their bank statement with the unauthorized charge and the last 4 of the bank account number to *****************************************************************.
  
  In the event that ************************* has any further questions, we encourage for them to reach out to Affirm via *******************************************************

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20569539
  
  I am rejecting this response because:
  This is ridiculous! I literally attached my bank statement. Why are you stating I didn't send anything. I specifically did not email it and sent it through this portal so BBB employees can see that I sent it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2023

  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.

  Loan ID#********* Great Wolf Lodge A return of $55.77 was made by Great Wolf Lodge to loan ID# ********* on 07/05/2023 with the Affirm return authorization # 9DCK2IBTUAH9XU43 First online inquiry with Affirm 07/09/2023 Second online inquiry with Affirm 07/18/2023 called customer service at ********************** and was instructed to wait as refunds require time to process Third online inquiry with Affirm 07/27/23, called customer service at **********************. ******** care team told me to call merchant and gather Affirm return authorization number and opened a merchant dispute case#******** 07/27/2023 called ********************************* at ************** and spoke with *****. After lengthy phone called I was assured the refund of $55.77 was processed by a supervisor on 07/05/2023 to the Affirm loan ID# *********, with Affirm authorization#9DCK2IBTUAH9XU43 08/01/2023 personally submitted the Affirm return authorization number and date of $55.77 return confirmed by Great Wolf Lodge, as per ***********08/02/2023 ***** sent me a message on affirm website under my merchant dispute case stating he was escalating my matter to the correct department. No status change 08/10/2023 I messaged on Affirm website under my merchant dispute case inquiring of my refund. Case status immediately changed to in progress08/14/2023 called Affirm customer care number and was on hold an extremely long time. While on hold I sent another message under my merchant dispute case asking if ai would ever see my refund. Spoke with woman on care line stating the merchant dispute would take 30 days and not to call back until after Sept. 1 09/06/2023 called care line, spoke with **** who escalated case. Asked for supervisor and spoke with **** who put case high priority stating they are waiting for GWL 09/06/2023 called GWL and spoke with ***** who saw zero case notes on Affirm ever contacting them.09/06/2023 Affirm online via merchant dispute ***** messaged stating its my problem now, too much time has gone by

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity to respond to Ms. ******** BBB Complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with receiving a refund towards her purchase, obtained with an Affirm loan. 
  
  Affirm records indicate that loan B81R-ERJX was processed for $490.43 on March 15, 2023, for a purchase with Great Wolf Lodge. The repayment terms of the loan were 3 installments of $137.52 at an APR of *****% and payment due on the 15th of each month. The loan required a down payment of $98.08 that was submitted on March 13, 2023. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order fulfillment and cancellations 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. 
  
  On March 24, 2023, Affirm received the first payment of $137.52 from *******************  On April 13, 2023, a refund amount of $55.80 was applied to loan B81R-ERJX. This amount was credited to the principal balance of the loan. To date, Affirm has not received additional refunds towards the loan. 
  
   On May 19, 2023, Affirm received a payment of $212.46. This payment satisfied the remaining balance of the loan and it reflects within Ms. ******** account as paid in full. 
  
  ****************** contacted Affirm via *********** on July 17, 2023, to inquire about her refund. Affirm followed up that day, and confirmed that a refund of $55.80 had been applied to the loan on April 12, 2023. Ms. followed up on July 18, 2023, and clarified that she was referencing a different refund amount. 
  
  On July 21, 2023, Affirm received phone contact from ****************** where she explained that the merchant had processed a refund amount of $55.77 towards the loan, on July 5, 2023. The assisting agent that spoke with ****************** confirmed that the refund was not reflected on Affirms end, and encouraged ***************** to submit documentation of the refund for Affirms review along with providing information on refund processing timeframes. 
  
  On August 1, 2023, Affirm received contact from ****************** where she provided documentation for Affirms review. Affirm followed up on August 2, 2023 and confirmed the receipt of the documentation and advised the case was being escalated to the relevant team. 
  
  On September 19, 2023, Affirm sent ****************** a message within her Affirm account to inform her that despite the loan being outside of Affirms 60 day dispute window, Affirm would still like to assist with facilitating a resolution. This communication confirmed that Affirm has contacted the merchant for clarification on the refund amount that has yet to be applied to loan B81R-ERJX.
  
  Affirm acknowledges that this process has encountered delays and apologizes to ****************** for any inconvenience or frustration caused. At this time, Affirm is currently awaiting a response from the merchant to our September 19, 2023 outreach to them. 
  
  Affirm will be providing updates to ****************** on the status of the refund as they become available. Affirm would like to thank ****************** for her continued patience in this matter. 
  
  
  In the event that Ms. ************* has any further questions or concerns, we encourage her to reach out directly via email.
  
  
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20568389
  
  I am rejecting this response because:

  I have been in contact with Great Wolf Lodge MANY times and they are still stating no one from Affirm has not contacted them. My communications with Affirm always reflects back to the April refund and that my July refund is out of their time frame. When I contact Great Wolf Lodge they provide the authorization number of the refund issued on July 5, 2023 and refuse to refund me personally since the refund has already been issued to Affirm.I feel at this point it is a blame the customer game and I will probably never receive my refund. Affirm has stated they are here to stand up for their customers and instead I only get led on and blamed. Awful customer service, lies to customers and steals any profit they can make. Seriously unhappy and feels after reading other responses that this company should be discredited their BBB approvalon to my attorney general.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal which state her rejection of the previous response and her continued frustrations regarding an expected refund for loan B81R-ERJX.
  
  As previously informed, the team reached out to the merchant on her behalf. At this time, the team is still awaiting the merchants response. The team followed up with ****************** on September 27, 2023 to clarify details regarding the purchase. At this time, ****************** is advised to respond to the email to the email to confirm details. 
  
  Please note that Affirm simply manages the financing  purchases. Order fulfillment and any returns/refunds are subject to the merchants policies. Affirms dispute process ultimately relies on the nature of these policies. 
  
  In the event that ****************** has any further questions, Affirm encourages her reach out to Affirm by emailing ***************************************

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20568389
  
  I am rejecting this response because:
    I did receive an email from Affirm on September 27th regarding this ongoing issue. Once again they said they could do nothing for me. I have followed their protocol and documented vigilantly. From the beginning Affirm promised me they stand up for their customers and given my documentation they felt positive that they could get/find my refund. Then they sent me messages that too much time has elapsed and now messages stating they cannot help due to only being a lender. As the lender, my business I have dealt with has refunded a portion of my loan to Affirm. Since they sent the refund to Affirm the merchant cannot refund me a second time to myself as they have already sent it to Affirm. I also have received a couple messages from Affirm confirming they have spoke with the merchant and have no resolution. When I call the merchant they provide me with the refunded amount and an authorization number for the refund to Affirm. I have contacted the merchant time and time again and they still tell me my refund of $55.77 was issued to Affirm on 07/05/2023. This is theft! I almost wish it was for more so I could escalate this matter legally. Stop stealing from people!

  
  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 or about July 28, 2023, I ordered a car audio amplifier from big **** audio. Order number: #BJ13360. I made a down payment of $165.17 and the rest was financed ($660.65) through shop pay/affirm. Loan agreement: UU30-8NZG. On July 30, 2023, the amplifier was delivered. ***** tracking number: ************. The item in question was signed for by a MSHAH, who is unknown to me. On July 31, 2023, I contacted big **** audio informing them, I did not receive the amplifier, that someone else did. I was then text messaged by a ****, To text message them back, informing them of me not receiving the package. I did so. Shortly thereafter, I received a text message response from a ****** at big **** audio asking, If I wanted a reshipment? Which I agreed upon. On August 1, 2023, I received a response from **** again through text message advising me, Since the package showed delivered and was signed for by someone else, they would not provide a reshipment. Some time thereafter, I filed a dispute with Affirm and outlined my complaint with screenshots of said text messages between myself and big **** audio. For whatever reason, my claim was denied around September 5, 2023, and I was informed by Affirm, That I presented no evidence. But I initially did when I filed the claim. For whatever reason the screenshots was not attached to the claim. I informed a manager out this. He then informed me to send them a email with the supporting screenshots so the case could be reopened. I immediately did so. Not too long thereafter, I was informed by Affirm that the claim would not be reopened, and my evidence would not be reviewed. Since this time I have spoken to big **** audio and I have been given a run around. They refuse to file a claim with *****. They have refused to re-ship the item as they previously stated they would. I was even informed by a manager that if they did file a claim with ***** and it was approved, it would not be enough to cover the amount for the amplifier.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed his complaint which states he is wanting a refund on the item that was never received. 
   
  Affirm's records indicate that loan UU3O-8NZG was processed on July 31, 2023 for a purchase with the merchant, Big **** *********** in the amount of $825.82. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $66.36 due on the 31st of each month. 
  
  ******************** contacted Affirm through our Affirm *********** on August 1, 2023, stating that the merchant refused to reship the order that was never received. He contacted Affirm also on August 4, 2023, explaining that the order was delivered but they had nothing in their possession. 
  
  Affirm sent a secure message to him with a request for further information and evidence and also requested further information and evidence from the merchant. Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. Affirm advised ******************** of this on August 7, 2023. 
  
  Affirm received further evidence from ******************** on September 4, 2023. Affirm followed up with him the same day to explain that the dispute was closed in ******************* Incs favor due to the order was reflecting delivered. ******************** replied on September 5, 2023, explaining that the merchant would not file a claim with the shipping company. 
  
  Affirm reviewed his despite resolution again and explained that the dispute resolution would remain merchant favor as of August 19, 2023.   
  
  Please note that Affirm manages the financing of the purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the order. Until the merchant refunds the loan, ******************** is still responsible for repayment. 
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  Made reservations for a hotel in ******* ** for November ****, however I thought I was using my Priceline Mastercard, but some how a Affirm Credit Card did the purchase and immediately after I discovered that is was not my Priceline credit card I canceled the hotel and the credit card within a few minutes, however I am still being charged. Affirm says it is Priceline and Priceline says it Affirm. The hotel do have not reservations for me. and then Priceline got Expedia to remake the reservations without my consent. The hotel do not reservations for me. Would like a full refunded from Priceline and this off my credit report. I canceled the hotel because of the location and I will be traveling alone.

  

  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 her loan by a merchant.
  
  Affirm's records indicate that on July 14, 2023, ******************** obtained loan DMNP-77PY with the merchant, Priceline for $594.20. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $107.48.
  
  On August 24, 2023, ******************** contacted Affirm requesting for a refund towards the loan. She was advised that her request would be escalated to the appropriate team.
  
  On September 13, 2023, Affirm sent ******************** an email indicating that her loan was placed into an official dispute with the merchant and requested for her to send evidence that supports her claim of a refund being owed towards the loan. Affirm will contact ******************** directly when more information regarding her dispute.
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant. Affirm is only able to apply refunds after they are confirmed by a merchant. In the event that the loans are fully refunded, the loans will be removed from ******************** credit report.
  
  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:09/06/2023

  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 made multiple attempts to update my personal information on the Affirm website and app. On 8/12/2023 I received a notification that I received a derogatory **** from Affirm and that I was past due. I attempted to call and remedy the situation with Affirm, who still has not gotten my information updated.

  

  Business Response

  Date: 09/20/2023

  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 an Affirm loan, and request to update her Affirm account information. 
  
  Affirms records indicate that loan 383Y-J6L0 processed for $400.50 on April 3, 2023. The repayment terms of the loan were 6 installments of $72.71 at an APR of *****% and payment due on the 3rd of each month. On September 6, 2023, Affirm received the final payment for $145.41. 
  
  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.
  
  Loan 383Y-J6L0 became more than 30 days overdue between July 3, 2023, and August 12, 2023. **************** was sent a number of email and SMS messages throughout this period to alert her to the overdue status of the loan. The notifications provided Affirms phone number along with encouraging **************** to call for assistance if she was having trouble submitting payment. 
  
  Affirm then received the final payment towards the loan on September 6, 2023. In accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated. While the reporting of the loan will update to reflect the paid status, the history of late payment will remain. 
  
  Affirm received phone contact from **************** on September 6, 2023, where she explained that she needed to update the phone number associated with her Affirm account and expressed concerns about the credit reporting for Affirm loan 383Y-J6L0. The Affirm agent that spoke with **************** collected her new phone number and then placed an outbound call to update the phone number. While on the call **************** also advised that the email address associated with her Affirm account also needed to be updated. The Affirm agent explained that the email address would first need to be updated prior to the phone number being updated and advised they would escalate a case for review. Affirm would like to apologize for the delays in **************** receiving follow up to her request. Upon the receipt of this complaint, Ms. ******* case has been forwarded to the appropriate team and she can expect email follow up regarding her request to update her account information.
  
  With regard to Ms. ******* concerns about the credit reporting of Affirm loan 383Y-J6L0, 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 Ms. ******* 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: **************************************
  
  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 loan 383Y-J6L0.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  
  
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20563586
  
  I am rejecting this response because: I have called multiple times in the past BEFORE this late payment to update my information.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to respond to Ms. ******* BBB Rebuttal. Affirm has reviewed her complaint, which states her continued frustration with the process to update her account information. 
  
  According to Affirms records, Ms. ******* case was escalated on her behalf on September 20, 2023 regarding the issue. The ************* team reached out to her and  provided her with the website link to verify her identity. The details show that the verification failed as **************** did not upload the documentation outlined in the secure link.
  
  At this time, the team provided her with an additional link. Affirm kindly advises **************** to submit all of the requested documentation so the team can move forward with the next steps.
  
  A previously stated, loan 383Y-J6L0 became more than 30 days overdue between July 3, 2023, and August 12, 2023. **************** was sent a number of email and SMS messages throughout this period to alert her to the overdue status of the loan. The notifications provided Affirms phone number along with encouraging **************** to call for assistance if she was having trouble submitting payment.
  
  Affirms records did not find any calls from **************** until September 06, 2023. The loan has since been paid off. While the reporting of the loan will update to reflect the paid status, the history of late payment will remain.
  
  In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm via email or by visiting ****************************************************
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20563586
  
  I am rejecting this response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2023

  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.

  Ordered 2 dog leashes thru WoofMarkets and paid $126.40 through Affirm. This order was placed on June 30th, 2023. This is September 5th, 2023. This product has not been received. I have tried to message WoofMarkets many times, no response. Talked to Affirm. Was told to go to Affirm website and request a refund. Would not accept due to it being over 60 days. Affirm needs to screen merchants that they deal with. WoofMarkets is in *********. Please advise.

  

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to respond to ************** BBB Complaint which states his concerns with loan D59H-2KDB and is requesting a refund. 
  
  Affirms record indicate that loan D59H-2KDB was processed on July 02, 2023 for $126.40 with a 0% APR to be paid over 4 biweekly installments of $31.60. The loan received timely payments and was settled in good standing on August 28, 2023. 
  
  While reviewing ************** complaint, the ************* team escalated the case to the appropriate team. 
  
  On September 21, 2023, the team reach out to ************ and requested additional evidence from him to substantiate his claim.
  
  At this time, the loan is currently under review. If ************ is in possession of any of the requests evidence, Affirm kindly advises that he submit it to the team so they can better assist him. 
  
  In the event that ************ has any further questions or concerns, Affirm encourages him to reach out directly via email. 
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Tried to use Affirm for a round trip plane ticket. Something went wrong on their end, a supervisor with Affirm even admitted a glitch in their system. The pay over time was approved and I received an itinerary for my trip. Then I was getting transactions for money being taken out of my account. They cancelled my loan without my authorization, which is breach of contract. The charge was reversed by the airlines. And now Affirm has taken $1026.40 out of my checking account. I've been dealing with them for over a week and received $140.05. Only $886.35 short of what they owe me. This company is ran by crooks. Not sure how they are still in business to be honest. I'm definitely never using them again and will bad mouth them until they go out of business. I'm sure the BBB won't do anything as they are corrupt AF. But at least I have tried. Not really expecting anything to come from this because nothing ever happens when it comes to the BBB. What a complete and utterly ridiculous joke.

  

  Business Response

  Date: 09/22/2023

  Thank you for the opportunity to respond to **************** complaint which states his frustration with his purchase with China Airlines.
  
  Affirms records indicate that **************** purchased an order with China Airlines on August 21, 2023. In the amount of $1,026.40. **************** states he wanted to split the order into a loan but was not able to do so.
  
  On September 05, 2023 he reached out to Affirm regarding the issue. The team advised him that the dispute had been submitted to their payment processor for review. As soon as they receive more information on this dispute, the team will reached out to her directly and provide her with an update. 
  
  Affirm thanks him for his patience with this matter.  In the event that **************** any additional question or concerns, Affirm encourages them to reach out directly via email.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20563380
  
  I am rejecting this response because:

  They have not refunded my money. 

  They said 10 business days. It's going on 18 now. 
  
  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 of a refund towards an attempted purchase with his Affirm Card.
  
  On September 5, 2023, Affirm advised him that a dispute was submitted to Affirm's payment processor for review. On September 27, 2023, Affirm sent **************** another email advising that the dispute was still in progress. When more information becomes available, Affirm will contact him directly.
  
  In the event that **************** has any questions in the interim, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:09/06/2023

  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.

  Handling of refunds is BEYOND ridiculous in the 21st century I had a flight that was canceled, so I had to cancel my hotel reservations. I had used an Affirm card to book and pay the hotel. I paid in FULL for the hotel in 4 payments over 8 weeks. When it came time to get a FULL refund as approved by the hotel all h*** broke loose. I saw 2 of the payments come through but did not see the other two, so I reached out to affirm who told me the refunds weren't accepted by my bank. I called my bank who advised they NEVER came through and that the bank had NOT rejected them. It was on an older card, but the bank would do a manual check like they did on the first 2 accepted refund payments, but never received the other two so never had the opportunity to manually approve and add them to my account. So now I'm told by Affirm that their process is if it's not received after ONE attempt, then they have to mail you a check and you get to wait ***** days and at the end of 45 days if you haven't received the refund then call us. After going through 2 support reps and a useless supervisor, they are refusing to actually put the 1st two back through so I can have them timely so I can rebook a new hotel in a new city based on our changed plans. I have to pay the hotel in full due to the short booking notice and now they are holding almost $700 of my money due to them being UNABLE or UNWILLING to do a 2nd attempt to refund my payments. This is beyond ridiculous. ONE attempt that hit some kind of blip since the bank doesn't have it and instead of HELPING their customer they REFUSE. Their service ***** and I will NEVER use them again. They might want to think about their competitors in the marketplace like Sezzle that have a very high ranking and great reviews. I will also make sure I put my Affirm reviews out there all over the internet so everyone is FAIRLY warned about their so called refund process and how long it may take to get YOUR own $$$ back

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity to respond to ****************** BBB complaint, which states her concerns with a delayed refund for loan 6H1Y-P74U.
  
  Affirm's records indicate that loan 6H1Y-P74U  was processed on April 23, 2023, with ca in the amount of $1,308.00. **************** agreed to repayment terms of 3 biweekly installments of $327.00 at an APR of 0%. The loan required a downpayment of $327.00 on April 21, 2023. The loan received 3 payments totaling $980.96 from May 08, 2023-June 05, 2023. The loan received a refund on September 05, 2023 and a partial refund of $653..96 was successfully processed. Unfortunately, the remaining mount of $654.00 could not be refunded back to her card successfully and had to be issued via check.
  
  **************** contacted Affirm ************* on September 06, 2023, regarding her cancelled loan and delayed refund. The Affirm ************* team reviewed the issue and reached out to the Customer Refunds team. On September 12, 2023, the team reached out **************** and informed her that the refund would be processed by check and sent in the mail. 
  
  The original attempt failed as the cards declined the refunds. Due to this reason, a refund by check had to be issued. She was advised through email that the check could take up to 30 days to receive. 
  
  Affirm would like to apologize for the frustration this has caused and  thank **************** for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.

• Initial Complaint

  Date:09/06/2023

  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.

  Transaction with out my consent, it look like Im almost done paying and at the app looks like I own more theyre been taking money and not adding that to my loan I have call they told me they will put my money back but they havent not even on my account Im really upset thanks

  

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to respond to ****************** BBB complaint which states her concerns with an unauthorized payment.
  
  Affirms records indicate that loan UKPV-A022 was processed May 08, 2023 in the amount of $715.00 for a purchase with O Furniture with a *****% APR to be paid over 12 installments of $69.70. The loan received  4 payments and is currently up to date and its next due date is on October 08, 2023.
  
  While reviewing ****************** complaint, Affirm was not able to find any additional payments made outside of the payments for loan UKPV-A022.
  
  At this time, Affirm kindly advises **************** to submit evidence such as a bank statement with clear details to *************************************** so the team can investigate the issue thoroughly on her behalf.
  
  In the event that **************** has any further questions or concerns, Affirm encourages her  to reach out directly via email. 

• Initial Complaint

  Date:09/06/2023

  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 June 1st, 2023, I purchased a snare drum on reverb.com from seller ******************, ***** using a $665.73 loan from Affirm. I did not realize the snare drum was a pre-order item, and was going to take almost two months to ship out. I cancelled the order with the seller on July 3rd because I got tired of waiting, and wanted to purchase a snare drum that would come to me now.I accidentally paid $231.37 on the loan, mistaking it for a loan on another item, and Affirm/Reverb still have not reimbursed me the $231.37 for an item that was never received. An Affirm employee calling himself "*****" sent a message to me, internally on affirm.com, asking for certain details that were pertinent to my request to cancel the loan. I did not receive an email notification about *****'s message, and only discovered it two days before the deadline to provide the details he requested. Had I missed the deadline, Affirm likely would have upheld the loan, and I would be on the hook for paying $434.36 for an item I never received.Additionally, I provided some of the details ***** asked for, such as a screenshot of my communication history with the seller, when I opened the l loan cancellation request, so it is odd that I would be asked for these details again. Affirm does seem to have subsequently closed the loan, but still has not refunded of the money that I am rightfully owed. I am disappointed with Affirm for their lackluster customer service, and likely will not be using them again.

  

  Business Response

  Date: 09/18/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request towards a loan that he was disputing with a merchant.
  
  Affirm's records indicate that on June 6, 2023, loan QECX-D1DJ processed with the merchant, Reverb for %******. ****************** agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $231.37. ****************** made the first payment on July 3, 2023.
  
  On August 8, 2023, ****************** contacted Affirm requesting for the loan to be refunded. The next day, the loan was placed into a disputed status. Affirm sent ****************** an email advising him of this and requesting for him to send evidence supporting his request of a refund from the merchant.
  
  On August 22, 2023, ****************** provided confirmation from the merchant that the loan was owed a refund. On September 5, 2023, Affirm sent ****************** an email advising that the dispute was closed and that the loan was refunded by the merchant. ****************** was advised a refund in the amount of $218.89 would be provided back which was the payment he made minus the accrued interest he paid.
  
  Affirm sent ****************** a notification on September 7, 2023 indicating a refund check would be mailed. ****************** should allow 16 business days for this refund check to arrive.
  
  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.