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:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint against Affirm. I purchased an item from their merchant, Zonaal and never received the item. This is a high dollar item of over $700. I tried reaching out to the company and its fraudulent with a phone number that is disconnected. There is no way to get in touch with this company and affirm is not helping me to get my item or release me from the money they paid this fraudulent company. This issue is seriously affecting my health and this is a terrible way to treat customers. In Affirms website there is a section to its merchants that especially mentions the consequences of fraudulent activity and being protected against fraud. This is clearly not the case and I have to wonder if Affirm is defrauding its customers by alleging that they pay out these amounts, the customer never gets the item and then ********************** extorts the customer by making them pay for an item they never got to begin with. My family and I are seriously considering hiring an attorney for a mass lawsuit against affirm if they will not do their due diligence and contact this company to pay back the money. If Affirm allows these merchants to defraud its customers, then they must be held accountable. Please help our family with this matter. I have contacted Affirm and even uploaded documentation and they are not helping. I asked to speak to someone in ***************** and they refused to help me.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ******************' BBB complaint. Affirm has reviewed ******************' complaint, which states her claim that she has not received her order from the merchant.
  
  Affirm's records indicate that ****************** obtained loan Y31K-NU5K on September 6, 2022 for a purchase of $769.00 with Zonaal. This loan has a 0% APR, with 6 monthly payments of $128.17.
  
  ****************** contacted Affirm on October 3, 2022 to report that she had not yet received her order from the merchant. Affirm requested additional details of her claim, and ultimately opened a merchant dispute on October 5, 2022. During the dispute process, both ****************** and the merchant will have an opportunity to submit evidence substantiating their claims. Both parties were advised that they would have until October 20, 2022 to submit this documentation. After this date, Affirm will review the evidence received and resolve the dispute accordingly. If the dispute is closed in ******************' favor, she will no longer remain responsible for payment on this loan. If the dispute is closed in favor of the merchant, ******************' will resume responsibility for the balance of the loan. Please note, Affirm simply manages the financing of customer purchases, and has no control over order fulfillment.
  
  Affirm will be in contacted with ****************** directly with any updates. In the event that she has any further questions in the meantime, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/05/2022

  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.

  According to 26 U.S. Code 166(a)(1) a charged off is considered worthless/cancelled debt in which you (the business) receive deductions for during the taxable year. Deductions are also referred to as business expenses. By reporting this account to my consumer report you are attempting to collect a payment on an itemized deduction. If a payment were made it is considered as taxable income and not a deduction/expense for your business. This is tax fraud for false deductions and a violation of 15 usc ****e(b). Also since the debt is worthless/cancelled you are required to send me a ****c because the *** considers it as income on my behalf. In addition to committing tax fraud: this account is false and fraudulent information and should be deleted. This company is also in violation of 15 usc **** A(4) consumer right to privacy cuz they infringed upon my right to privacy when they reported non public information! According to 15 usc ****a(q)(3) the term Identity theft means a fraud committed using the identify information of another person. Pursuant to 15 usc ****b(2) you need my written consent to furnish a consumer report. If you do not have my written consent this means that you stole my identity and that you are a reseller as defined by 15 usc ****a(u) in which you phished my information. As a reseller you also violated 15 usc ****e(e). According to 15 usc ****c-2 this information should be blocked. Furthermore, they violated 15 usc ****a(2)(A)(i) which states that a consumer report should exclude information that contains transactions between the consumer and the person making the report. The term "person" is defined under 15 usc ****a(b). The transaction is my payment history! In conclusion, according to 15 usc ****s-2(a)(7)(A)(i)(B)(i) you are in violation because you failed to provide notice of negative information in writing prior to furnishing negative information. Please beware I have also file complaint with Attorney General of ********.

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to *******************************' BBB complaint. Affirm has reviewed their complaint, which states their concern regarding the credit reporting of their Affirm loan. 
  
  Affirm records indicate that, on ******* 5, 2017, the customer obtained loan TYLA-GSQJ in the amount of $405.00 with *****% APR for a purchase at GOAT. The agreed-upon repayment terms were for 6 monthly payments of $73.53 due on the 5th of each month. No payments were received and, on June 6, 2017, the loan was charged off. This debt was placed with ******* (formerly known as "Debtsy") for recovery. For reference, Affirm **** holds ******** ***************** License No. 8023.
  
  Upon origination of the both loan, ******************************* electronically accepted/signed a Truth in Lending Agreements for the loan, on ******* 5, 2017 outlining the agreement and terms. The loan agreements are available for review any time online or in the Affirm app. To access the loan agreements online, they can visit https://www.affirm.com/user/signin and access the ********************** account. Once they are logged in,  they must 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 each particular loan. As stated in Affirm's Terms of Service, 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: https://www.affirm.com/terms
  
  The customer claims that **********************'s credit reporting of this loan constitutes a violation of the Fair Credit Reporting Act and the Fair Debt Collection Act. As you are aware, reporting accurate information regarding repayment of a loan is not a violation of either law. Additionally, the fact that Affirm loans may be reported to the credit reporting agencies was disclosed in Affirm's Terms of Service, which the customer accepted when they obtained the loan. 
  
  Affirm received a dispute through E-***** concerning the accuracy of the information being furnished on July 04, 2022. Affirm investigated the customer's claim and determined that the reporting was accurate which was communicated to the customer on July 20, 2022.
  
  ********************** 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. As no inaccuracies were identified, no updates were made.
  
  Lastly, Affirm simply manages the finances of the purchase. Affirm is not a reseller.
  
  In the event that the customer has any further questions, ********************** encourages them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else

• Initial Complaint

  Date:10/05/2022

  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 noticed on 09/11/2022 there was a account opened in my name from a company called affirm. I contacted the number provided to me and I was told there was an account opened in my name. I asked affirm to provide me with information used to open this account and to investigate this as identity theft. Affirm has yet to provide me with anything and will not report this as identity theft to the credit bureaus. I sent affirm FTC reports, police report and they will not resolve my issue.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his claim that a loan was taken out without his authorization.
  
  Affirm's records indicate that loan NP89-0K2P processed on May 23, 2022 for a purchase of $1,777.27 with American Airlines. This loan has a *****% APR, down payment of $266.59, which has since been charged back, and 18 monthly payments of $105.25. The merchant processed a refund of $167.75 on May 24, 2022, and no additional payments have been made. This loan is scheduled to charge off on October 21, 2022 if no payments are made.
  
  On May 31, 2022, ****************** contacted Affirm to report this loan as unauthorized. He was asked to call in to discuss the details of his claim. ****************** called Affirm on June 1, 2022 to inquire about some credits he was expecting from the merchant with regard to this purchase. He was advised to follow up directly with the merchant regarding this concern, as all refunds are subject to merchant policies.
  
  ****************** contacted Affirm on September 21, 2022 to again report loan NP89-0K2P as unauthorized, and provided some evidence of his claim. Affirm informed him that his case was being escalated for review. On October 13, 2022, Affirm advised that the investigation had closed, and that ****************** would remain responsible for the loan. This resolution is final unless ****************** has any additional evidence to supply.
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau and cannot make an adjustment unless an inaccuracy has been identified. Affirm has reviewed the account and can confirm the repayment history is being accurately reported.
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/05/2022

  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 purchased tires on 9/3/22 through *******.com for $92.02. I have signed up to do payments through Affirm. I ended up needing to cancel my tire order because the tires were not appropriate for winter. I called *******.con the following day to make sure my order could be cancelled. The customer service representative said it was cancel and I should receive a refund. I have been calling Affirm and ******* for my refund weekly to see what the status is. I have been told that ******* has sent a partial refund to Affirm, and ******* has said they have sent a full refund to Affirm, which I should receive. I am to still owe Affirm $24.99! On 10:06/22, which they still want me to pay as this process is going on. ******* has told me they have sent multiple reports to Affirm stating that the loan is cancel. I have sent my documents to Affirm showing what ******* has sent me. There has been no negotiation of when I am expected to see my refund.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her claim that her full refund had not been processed to her loan.
  
  Affirm's records indicate that **************** obtained loan 7YWU-T1PS on September 6, 2022 for a purchase of $460.08 with Walmart.com. This loan had a *****% APR, $92.02 down payment, and 12 monthly payments of $35.88. The merchant processed three refunds of $115.02 on September 7 and 13, 2022.
  
  **************** contacted Affirm on September 9, 2022 to report that she was expecting a full refund, but that only a partial refund was processed. She was advised to reach out to the merchant directly. She followed up with Affirm on September 26, 2022 to report that she was still expecting an additional refund. Affirm requested documentation of her claim, as only a partial refund had been received from the merchant at that time. **************** provided evidence of a full refund owed, and Affirm processed the additional refund of $115.02 on October 7, 2022. **************** received all applicable refunds back to her original payment instrument.
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/05/2022

  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.

  Ive been harassed and treated inhumane due to a loan that is fraudulent and a FDCPA misleading false reporting violation. These violations are hindering my ability to obtain I did not consent to these incorrect accounts being presented on my credit report and it needs to be removed immediately.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his concern regarding the credit reporting of his Affirm loan.
  
  Affirm records indicate that loan K6V2-QKIB was obtained with ****** on December 28, 2020 in the amount of $192.81 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $15.89 on the 28th of each month. Affirm received payments of $70.00 on March 9, 2020, $48.12 on March 23, 2020, and $48.12 on March 23, 2020. There were no further payments received and the loan was subsequently charged off on September 21, 2020.
  
  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. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners
  
  As noted in Affirm's response to **************' previous BBB complaint, Affirm has not received any direct contact from ************** regarding the credit reporting of this loan. If ************** believes this loan was unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, he can navigate to the following link:
  https://helpcenter.affirm.com/s/article/report-unauthorized-activity
  
  Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as ************** Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: https://www.affirm.com/terms
  
  As a result of this investigation, Affirm has determined the information shared to Experian is accurate. In the event that ************** has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/05/2022

  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.

  Affirm as you can see/read from previous BBB complaints has a credit reporting issue.In my case - I took out an Affirm 12 month loan. in June 2022. I made payments in July (on time) and Aug (on time). In July and Aug affirm reported me to credit reporting agencies - Specifically Experian. When I noticed their reporting and the impact on my credit score (went down 20pts) I paid off the Affirm loan in full on Aug 25, 2022. I obtained a payoff loan letter showing my account as paid in full as of Aug 26th, 2022 In Sept Affirm suspiciously does not report my new balance of $0.00. They report the loan balance as not being paid off and showing the same balance as the beginning of Aug. I notified them to report correctly and Affirm stated they did.I filed a dispute with Experian, uploaded my loan payoff letter in Sept. On Sept 28th 2022 Experian notifies me that Affirm is claiming the balance amount from Aug is accurate and no changes to my credit report will take place and or no changes in their reporting will occur. I emailed, called Affirm again Oct following up on a request for someone to reach me back from Aug. I was told on Oct 05, 2022 that Affirm is reporting correctly even though are not.Reason for my complaint is that my credit score dropped so much that I was denied a construction loan for my family and now have incurred financial damages due to the fact they won't fix their credit reporting inaccuracies. I desire a full credit fix on my credit reporting as well as monetary refund of architectural costs that I have now had to abandon due to my credit score remaining low due to Affirms corrupt and erroneous business practices. They are doing this because I paid the loan in full before the elapsed 12 months.

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to ****************** BBB complaint which states that his concerns with credit reporting 
  
  Affirm's records indicate that loan 0ET6-OMBB was processed on May 19, 2022 for a purchase with the merchant, *********, in the amount of $3,165.47. This loan has terms ****% Annual Percentage Rate (APR) and 12 monthly payments of $263.79.
  
  The loan agreement terms and details such as furnishing were stated and agreed upon electronically by him upon purchasing his order through the Affirm loan. As requested, Affirm has provided a copy of his Truth in Lending agreement as well as the Loan Verification for loan IFCC-**** to his email associated with his account for his convenience. As stated in Affirm's Terms of Service which he agreed to upon account creation on May 18, 2022 and every time he applies 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: https://www.affirm.com/terms
  
  ************** first reached out on August 25, 2022 by calling in to advise that the loan had been reported to the credit bureaus and it was not supposed to based on the type of loan he had taken out. He also stated that the reporting had dropped his credit score as well. 
  
  The same day that you spoke to one of Affirm's representatives he also sent Affirm an email with a screenshot stating the following: 
  
  "Affirm is one BNPL provider that does report information to Experian on some loans. It doesn't report loans with a 0% APR and four biweekly payments or loans where people were given the option of a three month payment term with 0% APR." 
  
  Affirm found that the screenshot and statement was from an article by a company outside of Affirm. Please note, in regards to credit reporting, Affirm loans do not report only if they are given the 3 month option or four biweekly payments option. For more information on credit reporting please visit: https://helpcenter.affirm.com/s/article/reporting-to-credit-bureaus#how-might-using-Affirm-affect-my-credit-score. 
  
  The loan details for loan 0ET6-OMBB, show that ************** qualifies for the following terms:
  
  - 12 monthly payments at  ****% APR, $263.79 due monthly
  - 24 monthly payments at *****% APR, $149.00 due monthly  
  - 36 monthly payments at *****% APR, $105.13 due monthly

  
  ************** selected the 12 month term. As such, the selected repayment terms/ loan did not meet the criteria mentioned in the article ************** provided. Due to this reason, the loan has been furnished to the credit bureaus. Affirm sees that even though the loan has been reported, all payments were on time and he completed the loan repayment earlier.
  
  Lastly, Affirm furnishes consumer loan history to Experian on a regular basis.
  
  While reviewing ****************** complaint, the team found that the loan was paid off on August 25, 2022, which fell outside the reporting time period covered when Affirm last provided information to Experian. Affirm reports batches of information that covers repayment information within a specific time period. Please note, updates could take a minimum of 30 days and up to 60 days to be reflected.
  
  In the event that ************** have any further questions or concerns, Affirm encourages him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18171391
  
  I am rejecting this response because:  Affirm has yet to report the loan paid from back in Aug, 2022.  They reported to ********************** on June 03, 2022, July 03, 2022 and then after I paid the loan in full they refused to and continue to refuse to report accurately.  They have not reported in Aug 03 and or Sept 03, 2022 or any day in Sept. They have not reported on Oct 03, 2022 and or any day in Oct.  I spoke to a representative at their firm on Sept 05, 2022 asking why the reporting had not been updated. He reported a "Glitch" in their reporting but that it "Would report in Oct 2022".  Even if you accept their "30 days to 60 days" comment to update. That would be from July 03, 2022 their last reporting to Experian - then add 30 days and or even 60 days and they still have note reported any update based on their lame excuse.  Their actions have cause severe financial damage to me and my family.
  Affirm's response was a regurgitation of known facts with no address to the lack of reporting AFTER I paid off the loan.  Their response does not address the complaint of lack of reporting! They have yet to resolve the issue and or address the complaint.
  
  The attached document is the details to Affirms lack of reporting. They have N/A as Aug and have yet to report Sept, and or Oct.  How is this allowable? This is fraud and creates damages to myself for purposeful neglect of compliance.  They show "No Applicable Payment History" on my credit report with Experian for Aug. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/31/2022

  Thank you for the opportunity to respond to ****************** BBB rebuttal which states his concern with his loan not reporting paid with Experian.
  
  Affirm's records indicate that loan 0ET6-OMBB was processed on May 19, 2022 for a purchase with the merchant, *********, in the amount of $3,165.47. This loan has terms ****% Annual Percentage Rate (APR) and 12 monthly payments of $263.79.
  
  Affirm would like to apologize for any frustration this situation has caused. Affirm has reviewed **************** credit reporting and as of October 31, 2022 , loan 0ET6-OMBB shows it is reflecting paid with Experian. If he reviews his credit reporting he will see the loan is accurately reporting at this time. 
  
  In the event that ************** have any further questions or concerns, Affirm encourages him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a new complaint with the same issue because my original complaint was filed in May and here we are in October and I still cannot log into my account. I have called affirm repeatedly I have emailed and called weekly since May 2022 with my complaint with not being able to log into my account. They keep claiming its a technical issue Ive never heard ever that it takes months to fix a technical issue the same thing happened to me back in February 2022! It took four months for them to figure out the issue and have me regain access to my account I keep explaining to them that Ive already gone through this if they could please look up the records and do whatever they did at that time to fix my account and every agent I speak with has no idea what I am talking about. Not to mention every single time I call I have to explain EVERYTHING all over again! I have received zero correspondence from the company since August 15th even after multiple calls on my end since them. It is beyond ridiculous that I still do not have access to my account they have no problem with drawing my money each month and the fact that I do not have access was not due to my negligence it was due to their negligent I had fraud on my account because they did not deactivate the way the person was getting me access to my account as this happened two separate occasions in this past year! They have assured me that this person Im no longer getting access to my account but Im the one still getting penalized since I cannot login!! It is beyond words that its been this long and nothing has changed. I really feel like they dont care about me as a loyal customer for several years and this is how Im treated!!! I have spent hours upon hours and over nine months on 2 separate occasions dealing with this same issue with this company!

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to ******************** additional BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns  and continued issues with accessing her Affirm account. 
  
  Upon reviewing ******************** additional complaint, Affirm has determined that ******************** account is still being impacted by a technical issue.  At this time, Affirm is still working on a resolution for the issue and will provide her with an update as soon as they complete their investigation.
  
  Affirm sincerely apologizes for any frustration or inconvenience caused by this issue and would like to thank *************** for her continued patience throughout this process. 
  
  In the event that **************** has any further questions or concerns, Affirm encourages her to reach out directly via email.

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18170447
  
  I am rejecting this response because I have been MORE then patient.  This issue was first reported in May 2022.. it is now October 23, 2022 thats means 5 months have now passed and I still do not have access to my account.  This is unacceptable even more so since there is no resolution date being mentioned!  No client should have to wait MONTHS to gain access to their account!   I feel like since this is the second time this has happened in less than a year fixing my account should have taken priority it getting fixed.   I have lost hours of my life I will not get back calling your company weekly and having to explain the entire situation over and over and over again getting a different response or sorry we cant help you.  Enough is enough and I do feel I should revive some sort of account credit for every month I have had no access to my account.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/02/2022

  Thank you for the opportunity to respond to ******************** additional BBB rebuttal, which states her concern regarding the technical issue that she has been experiencing when attempting to access her Affirm account. 
  
  Affirm has conducted an investigation into Ms. ******* case and has implemented a fix. Affirm requests that **************** please attempt to log in to her Affirm account in order to confirm that she is no longer experiencing difficulty accessing her account. If **************** finds that she is still unable to log in to her account, Affirm asks that she reach out to us via email at [email protected] and add a reference to case ID [********] and include any screenshots of the error messages she may encounter. 
  
  Affirm would like to sincerely apologize for any inconvenience or frustration this delay in resolution may have caused. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:10/04/2022

  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.

  A loan was taken out in my name in 10/4 in the amount of $3400. I emailed them per their policy to report this and they will not stop the loan from processing that someone else is opening in my name. I am unable to call during their hours, even my wife called and they would not speak to her. All we want is the fraudulent loan cancelled that was taken out in my name.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed his complaint, regarding his concerns with unauthorized loan, D8KX-6X3H. 
  
  Affirm records show that on  October 04, 2022 ****************** reached out to Affirm regarding Unauthorized Activity made under his name. The  Account Safety team advised that ****************** call in  for further assistance. 
  
  On October 06, 2022 the team completed their review and  informed him that the investigation found he was not responsible for the Affirm loan made in his name. The loan has since been marked unauthorized and ****************** account was flagged for ************.
  
  In the event that ****************** has any further questions or concerns, Affirm encourages him to reach out directly via email or call affirm at ************. ******** care representatives are available to take his call between the hours of 7 am and 10 pm CST seven days a week.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've used affirm to purchase a flight ticket, I filed a dispute with affirm first because my return flight didn't work out, since I didn't hear from affirm i went ahead and contacted priceline. I didnt hear from priceline therefore i have filed complaint to this website (BBB). Since then priceline have done there part, refunded the other half of my ticket to the original source of payment on July 27,2022, but affirm still hasn't made a changes to my credit status...I've contacted them on September 23,2022 and mentioned that priceline refunded half of the ticket. It's already Oct 4,2022 affirm hasn't responded...

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which states her concern regarding the refund for her flight. 
  
  Affirm records indicate that Ms. ********** Priceline loan PKDT-S9MI processed on March 21, 2022 in the amount of $854.47 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $155.13 on the 21st of each month. Two payments of $155.13 were made on April 27, 2022 and June 3, 2022, respectively. No additional payments have been made. 
  
  On June 30, 2022, ********************** reached out to Affirm and advised that her connecting flight was no longer available and that she was unable to reschedule directly with Priceline. Affirm opened an official dispute on July 1, 2022. Affirm would like to sincerely apologize for the delay in response.
  
  ********************** reached back out to Affirm on September 23, 2022 and advised that the merchant had issued a refund for the flight and requested that the dispute be closed. ********************** attached a response from Priceline stating they had issued her a refund of $438.77 on July 27, 2022. As a result, Affirm resolved her dispute and issued ********************** a partial refund of $438.77 on October 11, 2022. Due to the prolonged delay, Affirm has additionally deleted any credit reporting for this loan. ********************** should see this reflected on her credit report within 3-5 business days. 
  
  In the event that ********************** has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an open loan, loan ID ***********, with Affirm for items purchased from Pottery Barn and Pottery Barn canceled an item, changing the total amount due. I contacted Affirm to get the loan amount updated, provided documentation, opened a Merchant Dispute case on 9/15/22 Case ID ***************. Affirm stated in their correspondence: "You should be hearing back from us within the next 3-5 business days if we need any further information from you. Please note that if the loan is able to be disputed, the process can take up to 90 days to come to a resolution and you will not have the ability nor responsibility to make payments while the dispute is under review. " I have a final payment due 10/5/22 and Affirm has not updated the loan amount to reflect what is actually owed for items received stating that because Pottery Barn has not issued them a refund I still owe them the full loan amount. I do not feel I should be responsible for communication/funds being exchanged between Affirm and Pottery Barn and have done my due diligence in providing the documentation showing what is actually owed but Affirm has not updated the loan amount accordingly. If I do not make the payment it will affect my credit but I will not make a payment in excess of what I should owe. Affirm is basically holding my credit hostage to receive money in excess of what I owe.

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to Ms. ********** BBB complaint, which states her disappointment with the process of the Merchant Dispute and incorrect purchase amount.
  
  Affirm's records indicate that loan ZC18-QLIU was processed on July 05, 2022, with Pottery Barn in the amount of $2,979.81. ********************** agreed to repayment terms of 3 monthly installments of $993.27 at an APR of 0%. The loan received 3 payments in the amounts of $993.27, $993.27, $475.18 on August 05, 2022, September 05, 2022 and October 07, 2022.
  
  ********************** contacted Affirm ************* on September 15, 2022, to report that an issue with the merchant. The Affirm ************* team followed up with her on September 23, 2022 and informed her that the review could take up to 90 days for the investigation to be completed.
  
  ********************** followed up on September 27, 2022 and her case was escalated on her behalf. On October 12, 2022, the team completed their investigation and found that the loan amount was indeed incorrect. The agent assisting her, determined that she was only responsible for the amount charge on her order which is reflected as $2,504.04. Using that amount, as well as the amount her loan was processed for ($2,979.81), the team determined that she was overcharged by $475.77. The agent processed the partial refund to her loan on the same day.
  
  ********************** submitted a final payment of $41.73 on October 12, 2022 which is currently processing. Once the amount clears, her loan will be settled.
  
  In the event ********************** has any further questions or concerns, Affirm encourages her to reach out to https://helpcenter.affirm.com/us/s/article/something-else