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:05/29/2023

  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 reviewed my Consumer Reports and noticed that there was an inaccurate accounts on my credit report ACCOUNT NAME: ********************** **** ACCT# ***************** NAME: ********************** **** ACCT# ***************** NAME: ********************** **** ACCT# (TGTSRUXX)Consumer ****************** have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with maximum accuracy.I contacted "AFFIRM ****" and asked for them to investigate & remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature and they have not been able to provide such proof to me.This is a violation of the Fair Credit Reporting Act, and these disputed items may not appear on my credit report if they can't be verified by any evidence or proof.

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concerns with the credit reporting of Affirm loans  LLK0-4824, ZLB5-YS2A, and TGTS-RU1G.
  
  Affirms records indicate that loan LLK0-4824 processed on February 25, 2021, for a purchase with GOAT. The repayment terms of the loan were 12 installments of *****% and payment due on the 25th of each month. On December 10, 2021, Affirm received the final payment for $181.83. 
  
  Loan ZLB5-YS2A processed on May 2, 2022, for a purchase with KnowledgeHut. The repayment terms of the loan were 12 installments of $33.06 at an APR of *****% and payment due on the 2nd of each month. On March 27, 2023, Affirm received the final payment for $66.14. 
  
  Loan TGTS-RU1G processed on September 21, 2022, for a purchase with Amazon. The repayment terms of the loan were 6 installments of $16.64 at an APR of *****% and payment due on the 21st of each month. On February 25, 2023, Affirm received the final payment for $33.28. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Affirm does not charge late fees, but late payments may impact the 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 LLK0-4824 became more than 30 days delinquent between March 25, 2021, and May 11, 2021. The loan became more than 30 days delinquent again between May 11, 2023, and July 17, 2023. The loan became more than 30 days delinquent for a third time between August 27, 2021, and November 13, 2021. While the reporting of the loan has updated to reflect the paid status, this history of late payment will remain.
  
   Loan ZLB5-YS2A became more than 30 days delinquent between October 27, 2022, and January 25, 2023. While the reporting of the loan has updated to reflect the paid status, this history of late payment will remain.
  
  
  Loan TGTS-RU1G became more than 30 days delinquent between the dates of October 28, 2022, and January 25, 2023. While the reporting of the loan has updated to reflect the paid status, this history of late payment will remain.
  
  Affirm received  disputes  through E-***** concerning the accuracy of the information furnished for loans LLK0-4824, ZLB5-YS2A, and TGTS-RU1G, on June 7, 2023, and June 8, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to **************** on June 7, 2023, and June 9, 2023. 
  
  Upon origination of the loans, **************** electronically accepted/signed a Truth in Lending Agreement. These documents are available to **************** at any time within his Affirm account.To access your 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 you agreed to upon account creation on August 21, 2018, and every time you 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: **************************************
  
  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 Agreements which he consented to and approved when he obtained Affirms loans. 
  
  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 LLK0-4824, ZLB5-YS2A, and TGTS-RU1G.
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20116608
  
  I am rejecting this response because:

  Affirm has a courtesy removal process that removes reports that are accurate and inaccurate. So the statement above is false regarding they only report accurate information. 
  

  like I explained multiple times to affirm all of my loans were paid in full before the end of the 12 month loan cycle. 
  

  Yet Im being penalized for 7 years on my credit report even though all of my loans are paid in full. 

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

  

  Business Response

  Date: 06/21/2023

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

  
  As noted in Affirms response to **************** initial BBB complaint, if payment is 30 or more days overdue some loans may be reported to Experian as delinquent. Loans  LLK0-4824, ZLB5-YS2A, and TGTS-RU1G, each loan had payments that were received more than 30 days overdue and have been reported as such. Affirm sent a number of SMS and email notifications to **************** to inform him of the overdue payments and potential credit reporting implications throughout the timeframes of payments being overdue. While the reporting of the loans has updated to reflect the paid statuses, this history of late payments will remain
  

  Affirm does not offer courtesy removal as noted in **************** BBB complaint rebuttal. Affirm can only update reporting if an inaccuracy is identified. There have been no inaccuracies identified in the reporting of loans LLK0-4824, ZLB5-YS2A, and TGTS-RU1G. Affirm has again confirmed that all credit reporting is accurate and must respectfully decline **************** request to remove credit reporting for loans LLK0-4824, ZLB5-YS2A, and TGTS-RU1G.

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

  
  

• Initial Complaint

  Date:05/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** since 2019. I always do my best to pay my loans on time. Recently, I received a notification from them that they cannot pre-qualify me because my credit score was less than the score required by the lender. First of all, they never specified me the required credit score in order to open an account with them. Second, even through hard times, I have paid every loan I borrowed. And third, I question Affirm's lending practices, as I feel scammed. Although they claim my spending power goes up as I make payments, I feel something is wrong with my account. And I feel like, when I am denied credit, Affirm is punishing me for something that happened involuntarily and that was caused by the inaccuracy of another creditor.

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity to respond to ****************** Beltrans BBB complaint. Affirm has reviewed ****************** Beltrans complaint, which states her concerns with pre-qualification amounts regarding Affirm loans. 
  
  Affirms records indicate that ****************** ******* currently has a total of 36 active Affirm loans. As of June 12, 2023, seven of the loans are in an overdue status. 
  
  Please note, the amount of a prequalification is only an estimate of the total amount available to spend when making a purchase with Affirm. This is different from a credit limit. A credit limit is the maximum amount of credit a lender has already decided you can borrow. 
  
  Each loan is considered separately, and aside from credit score, other factors are also considered to determine creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, repayment history, and more. Since each loan is considered separately, this estimate may change from time to time based on current finances or active loans with Affirm. Approval isn't guaranteed, and the terms are still subject to credit check and approval.
  
  Affirm found no issues with ***************** Beltrans account. Again, denials do not mean ****************** ******* will never be approved with Affirm as each loan is considered separately, and Affirm may be able to approve her for a loan in the future. 
  
  Affirm hopes that this information is helpful. In the event that ***************** ******* has any further questions, we encourage her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  

  The explanation makes sense and the resolution is satisfactory to me.

  Thank you for your assistance in this matter!
  

• Initial Complaint

  Date:05/29/2023

  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.

  Hello,I received a loan for Hush Blankets from Affirm Feb 13, ****. I paid the loan in full on March 1, 2023. After paying the loan in full, I received a refund from the company in the amount of $500. The attached document shows an adjustment of $500 on March 27, 2023 and that same day, it shows the refund to my bank account. I received that refund, no problem.Then on April 14, 2023, I received 2 additional refunds from the company and as you can see in the screenshot attached, it shows the adjustments but no refund to my bank account.I contacted ********************** to inquire about this and they indicated they had to escalate to another team to investigate and I would get a response in **** business days.Since then, I have called back at least 3 times, every time, Im told they are going to escalate it again through a supervisor or directly from a supervisor to ensure someone gets back to me.Its been a month and a half, I havent ever received a call back from affirm or a resolution. I just called again and was told there was no supervisor to speak to at this time and someone could call me back (which they never have before despite their promises) and that they could escalate again (another **** business days). This is my money and I want it refunded. Im tired of having to waste my time calling and escalating and waiting. They have had more than enough time to refund me my money and Im extremely frustrated. Please let me know if you require any additional information.Thank you,******

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states her request of a refund for the balance overpaid towards her loan.
  
  Affirm's records indicate that on February 13, 2023, **************** obtained loan GTDE-JF10 with the merchant, Hush Blankets. **************** agreed to repay the loan in six monthly installments of $266.12.
  
  On March 1, 2023, **************** paid off the loan in full. On March 27, 2023, the merchant provided a refund in the amount of $500.00. This amount was refunded back to ******************** original payment method.
  
  On April 14, 2023, the merchant provided another refund of $174.69. regrettably, due to a tech issue, this amount was not automatically sent back to **************** as the previous refund.
  
  On April 19 and 21, 2023, **************** contacted Affirm requesting for the refund in question. She was advised that her case would be escalated.
  
  On June 12, 2023, Affirm processed the refund of $174.69 back to her original payment method. This can take up to **** business days to reflect.
  
  Affirm apologizes 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.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20116541
  
  I am rejecting this response because:

  I still have not received the refund and it has now been 10 business days.

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

  

  Business Response

  Date: 06/30/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal. Affirm has reviewed ******************** complaint which states her request of a refund towards loan GTDE-JF10.
  
  As previously stated, on June 12, 2023, Affirm processed the refund of $174.69 back to her original payment method which was a bank account ending in *****. She was advised that this could take **** business dyas to reflect. 
  
  **************** provided an attachment with this complaint showing that the loan itself was refunded. We recommend for her to contact her financial institution and review her bank statements after the week the refund was processed. We also request for her to send this information to Affirm so this can be further investigated.
  
  We apologize for any frustration this situation may have caused ****************. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20116541
  
  I am rejecting this response because:

   

  I have not received the refund and it has been over 10 business days. The online affirm portal statement still does not reflect the refund either. You can see the prior adjustment shows the refund under it and this one does not. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2023

  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.

  Experian is reporting a debt that I owe to Affirm. I have never made any purchases using this credit service. I want the item removed from this credit reporting agency or will proceed with legal action against Affirm.

  

  Business Response

  Date: 06/13/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed ********************** complaint which states his request to have loans he claimed to not be authorized removed from his credit report.
  
  Affirm's records indicate that that ****************** obtained three loans for purchases with the merchant, Wayfair.
  
  On August 7, 2018, loan TJW3-IWDY processed for $331.11. **************** agreed to loan terms of *****% Annual Percentage Rate (APR), and 12 monthly payments of $32.27. 
  
  Loan ****-C272 also processed on August 7, 2018, for $308.39. ****************** agreed to loan terms of *****% APR, and 12 monthly payments of $30.05.
  
  Due to having a past due balance for more than 120 days, each of these loans were charged off on January 6, 2019.
  
  On August 23, 2018, loan N6I2-DGYF processed for $741.95. ****************** agreed to loan terms of *****% APR, down payment of $148.39 and three monthly payments of $207.80. Due to having a past due balance for more than 120 days, the loan charged off on January 22, 2019.
  
  On September 27, 2019, Affirm received an FCRA dispute claiming that the loans were not being reported accurately. Affirm closed this dispute on October 16, 2019 confirming that the information being reported was accurate.
  
  On December 17, 2020, Affirm received a letter from ****************** claiming the loans were not authorized. The next day, Affirm sent ****************** an email requesting for him to call and speak with Affirm to provide more details into his claim. Affirm never received a call from ****************** and the investigation could not be properly initiated.
  
  On December 22, 2022, ****************** was notified via email that the ownership of the loan had changed and it was now with *****************************. 
  
  If ****************** believes these loans were unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. 
  
  Once a completed affidavit is received, Affirm will open an investigation and notify ****************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************.
  
  With regard to ********************** concerns about the credit reporting of the loan, as Affirm no longer the owner of the loan, we have taken steps to remove any credit reporting of the loan by Affirm. Mr. ************* should see this update on his end in 3-5 business days.
  
  For more information regarding the repayment status and credit reporting, ****************** should contact ****************************** as the loan is now in their possession and they may still report the outstanding balance to the credit bureaus. ****************** can contact them by calling them directly at **************.
  
  Affirm apologizes for any frustration this situation may have caused for ******************. In the event ****************** has any further questions or concerns, we encourage him to reach out to *******************************************************************.

• Initial Complaint

  Date:05/28/2023

  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.

  In September 2021 I purchased masks from ********************* ******************************************************************************* I used Affirm to finance this purchase. These items were never received and the company went out of business: ********************************************************************************************************************** I never received the product, like many people who ordered these masks. I disputed this with my credit card company and it was resolved. Affirm informed me over the phone that I needed to dispute this charge with them as well. I submitted multiple times via the platform. I made multiple calls.I was told over the phone that my submission was received last year. I later learned via email this went to collections. I called the collections company who said they would do an investigation. I did not hear back. I show on my Affirm account that the account is still in bad standing.I would like this removed because of my repeated attempts to resolve this with affirm and because I am one of many people on the internet who purchased from a company who took advantage of people over the internet. That alone was a terrible experience - but to now be in collections after not receiving the item and SEVERAL attempts to resolve has been extremely stressful. attempted to work with both Affirm and the collections agency and have made no progress.I have other items of even higher value that I've paid in good standing - however, the dispute resolution process has been punitive and unclear. I have provided documentation and am extremely frustrated with this years long battle. Thank you.

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states her request for a refund from a merchant.
  
  Affirm's records indicate that on September 21, 2021, **************** obtained loan YU07-ALYG with the merchant, **************** for $372.66. **************** agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $93.17 and three bi-weekly payments.
  
  Affirm's records further indicate that **************** paid off the loan on November 2, 2021. She subsequently filed chargebacks with her bank for three of the payments made towards the loan. The loan was subsequently charged off on February 17, 2022, due to having a past due balance for more than 120 days. The loan was sent to Affirm's partnered, third-party debt collector, ***********. They can be reached at  **************.
  
  On February 17, 2022, **************** contacted Affirm requesting for a refund towards the loan. **************** was advised that the loan was outside of Affirm's 60-day dispute window.
  
  Affirm is able to assist with disputes; however, please note the time frame for initiating a dispute is 60 days from the purchase date. Affirm attempts to work with both the merchant and customer to come to a satisfactory resolution in conformance with the terms of the merchant's return policy. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address order issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Once a merchant processes a refund, Affirm will credit the loan balance for the amount of the refund. 
  
  Upon receipt of ******************** BBB complaint, her request was re-escalated. An email was sent to her on June 12, 2023,  requesting for her to submit any evidence to support her claim of a refund to see if Affirm could open a dispute as a courtesy.
  
  Affirm apologizes 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:05/28/2023

  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 am not liable for this debt with Affirm, they do not provide me with the original application that I asked.

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity to respond to ************************** BBB complaint, which states he should not be responsible for a loan taken out under his name.
  
  Affirm's records indicate that loan 6O6H-M1IC with Droppin HZ Car Audio was processed on March 10, 2018 for $649.98 with an APR of *****% to purchase the ** Power D3100, Crescendo Audio Mezzo SQ2 6.5 Inch 4 ohm Component Speakers. The agreed upon repayment terms were 12 monthly installments of $63.17, due on the 10th of each month. Only two payments were made towards the loan in the amount of $63.17 and $40.00 on May 7, 2018 and June 28, 2018, respectively. Since the loan had be overdue since May 10, 2018, the loan was charged off on September 8, 2018 for the outstanding balance of $639.34.
  
  The loan was outsourced to Affirm's third-party debt collector, ***********. They can be reached at **************.
  
  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 can confirm that there is no record of ********************** contacting Affirm with regard to this loan. As such, a request for any type of documentation was not received by Affirm as indicated in his complaint. If ********************** believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will open an investigation and notify ********************** of the outcome within 30 days. To do so, please see 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. 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 6O6H-M1IC.
  
  Affirm has additionally provided a copy of ************************** Loan Verification document and Truth-in-Lending Agreement to this response for his review and records.
  
  In the event ********************** has any further questions or concerns, we encourage him to reach out to *******************************************************************.

• Initial Complaint

  Date:05/26/2023

  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.

  To whom this may concern, We made a purchase on the Affirm Debit+ we created a loan for Best Buy for $144.00 and Best Buy (Nst Best Buy #** ****** Charged $143.95 on May 14 2023 (Loan ID: ********** The item was than returned to Best Buy (Best Buy ********) and a refund was processed for $143.95 on May 16 2023 - the transaction states on the Affirm app it is completed and posted. Purchase ID for refund: ************************** But Affirm still hasn't credit the original loan (Loan ID: ********** We have already spoke to multiple representative's on the phone and supervisors they are no help. This loan needs to be credited immediately Loan ID: OFNR-QAH7 sense the return has been processed and Affirm processed the funds on May 16 2023 --- If Affirm cant process the credit to the loan they need to mail out a check for the Amount of $143.95 that was received and cleared by Affirm on May 16 2023

  

  Business Response

  Date: 06/08/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint which states his concerns with a delayed refund.
  
  Upon reviewing Mr. ******* complaint, Affirm found that the loan OFNR-QAH7 was fully refunded on May 30, 2023. 
  
  As the loan was refunded and settled **************** is no longer responsible for this loan.
  
  Affirm would like to thank him for his patience with this matter. In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

• Initial Complaint

  Date:05/26/2023

  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 was charged twice for a ride. It was $178.09. This is the second time this has happened with my Uber account and I messaged them on the app to request a refund but they are not cooperating. I would really appreciate a refund for this. Thanks.

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding the refund for her purchase. 
  
  Affirm was unable to locate any Virtual Card loans relating to Uber nor any loans with a charge for $178.09. Affirm asks that **************** please confirm if she is referring to an Affirm loan in her complaint. If she has any issues or questions regarding an Affirm loan, she may reach out either via email at *************************************** or by calling in to **************. Affirm ************* agents are available 7 days a week from 7am - 10pm **.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via **********************************************************
  
  

• Initial Complaint

  Date:05/26/2023

  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.

  My ex fiance and I ordered a bed though this company for payment plans. It was ordered through them from sleep country. The order was canceled, but somehow I'm being charged for a product I canceled. They will not take my bank account off their records because my ex fiance made the account, and used my bank account. They won't refund me, and won't take my bank account off her file without her concent. We are no longer together as she cheated on me, and I can't contact her anymore. I want my money back, and my account off this transaction.

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity in responding to Mr. ********* BBB complaint. PayBright has reviewed Mr. ********* complaint which states his request for a refund on payments he did not authorize.
  
  Upon review, Mr. ******* does not have any active loans with PayBright. PayBright is unable to take action or disclose information for another customer's account.
  
  At this time, ********************** does encourage that Mr. ******* proceeds with disputing any unauthorized charges with his financial institution by filing chargebacks. This will allow PayBright to properly investigate the claim and ensure an appropriate resolution for the matter.
  
  Additionally, PayBright also recommends that Mr. ******* verify if he may have given someone he knows, or lives with, permission to use his payment instrument and to have them contact PayBright directly. If this is not the case, PayBright will assess his chargeback disputes accordingly.
  
  We apologize for any frustration this situation may have caused Mr. ******** In the event that he has any further questions, we encourage for him to contact PayBright directly via email.

• Initial Complaint

  Date:05/26/2023

  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 an affirm account for which I have been paying monthly by automatic withdrawal. I have been trying to change my phone number for months, as I have moved from another province and this is the only way to gain access to the account. I have been escalating complaints since April 26 and have heard nothing back. When I call, the people at the call centre do not have any one for me to speak to with regards to getting it done. They just say they can escalate it again. I have asked to speak with a manager, who was supposed to call me within ***** hours. This request was put in on May 22.I just want to update my phone number to have access to my account and they are making it extremely difficult to complete.

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states her request for the phone number on her Affirm account to be updated.
  
  Please note, Affirm customer phone numbers function as their login credentials. For that reason, Affirm has measures in place to ensure personal information is safe and secure. To that end, Affirm sometimes requires additional verification when customers update their contact info.
  
  Affirm's records indicate that on May 21, 2023, ************** called and spoke with Affirm requesting an update to the phone number on her account. ********************** sent ************** emails with instructions to provide her ID for verification purposes. Regrettably, there were issues with completing this step.
  
  On June 5, 2023, Affirm received confirmation that these instructions were completed. An email was sent later that day confirming the update was completed.
  
  Affirm apologizes 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.