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:07/06/2023

  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 noticed I had late payments from AFFIRM *** on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 07/20/2023

  Thank you for the opportunity to respond to ************************ BBB complaint which states her concerns with communications and credit reporting.
  
  Affirms records indicate that loan V5KC-YTVC with ******* was processed on February 26, 2021 in the amount of $646.80 with a *****% APR to be paid over 3 installments of $192.29 due not he 26th of each month. The loan required a downpayment of $97.02 which was paid by ********************** on February 25, 2021. The loan was overdue for March 25, 2023, April 25, 2021 and May 2021. The loan did not receive a successful payment until June.
  
   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.
  
  While investigating her claim that she did not receive any communications, Affirm found that emails and texts were successfully sent to her regarding the loan, repayment and delinquencies during the entire duration of the loan. Specifically she received 7 Loan Delinquent emails and 7 Loan Delinquent texts. All of these notifications show they were sent successfully to her information on file.
  
  Upon origination of the loan, ********************** electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of your Loan Agreement: you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action. In addition, in Section 17, you agreed to authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score).
  
  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, Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan V5KC-YTVC.
  
  In the event that ********************** has any further questions or concerns, Affirm encourages her to reach out directly via email.
  
  

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no resolution possible due to time constraints. **** will be payed by the time complaint processes, I feel strongly about this so Im reporting. I feel ******************************* should be aware that affirm is not clear on changing terms. When I first looked to see if I could afford a loan monthly rates were given for 4 months. Somehow upon finalization when I placed my order upon my payday it was switched to biweekly. I am on a fixed monthly income and would not agree to a biweekly as it is pointless. 2 payments in a month come from the same check. The first I was aware of issue was an email saying I enrolled in auto withdrawal which I did NOT do, nor was I asked, and alerting me to my next payment date. Luckily its a small loan I can manage but it will cause me to cut corners in other budget issues. NOWHERE is biweekly mentioned in their advertisement on the vendor site. It says as low as 16 MONTHLY, I know the amount each month is subject to amount borrowed but monthly is not interchangeable with biweekly. There is a statement that you can choose your payment plan, but I wasnt offered options so believed as advertised my loan was for monthly payments. Their ad is deceptive at the least for attracting customers, if not flat out fraudulent. This needs to be corrected for honesty & clarity in advertising. That switch-a-roo is luckily manageable for me, but a larger individual payment added twice would be disastrous, particularly as Im trying to rebuild credit after the death of my husband after an almost 9 year battle with brain cancer and I cant afford a delinquency reporting to credit. Please be more upfront. If you default to biweekly then advertise saying biweekly (prominently) with other options available. I called to see if it could be corrected to monthly with a runaround claiming they cant, I know good and well that is not accurate as at least a higher level if needed should be able to authorize a change. Nothing is unchangeable in good customer relations.

  

  Business Response

  Date: 07/21/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states her request for Affirm to adjust her loan terms from bi-monthly to monthly installments.
  
  Affirm's records indicate that on July 4, 2023, **************** obtained loan ****-DTNO for a purchase with the merchant, Jewlr for $176.99. **************** was offered and agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $44.25 and three bi-weekly payments of $44.25.
  
  On July 5, 2023, **************** contacted Affirm requesting for the repayment terms to be modified from bi-monthly to monthly payments. On July 10, 2023, Affirm sent **************** a follow up email advising her that her loan terms could not be modified once the loan is already confirmed.
  
  Please note, **************** had to review these terms prior to confirming her loan. Additionally, these terms can be found on her Truth in Lending Disclosure available on her Affirm account. As the loan has been confirmed, Affirm cannot adjust the terms **************** agreed to during the application process.
  
  We apologize for any frustration this situation may have caused ****************. In the event that she has any further questions, we encourage for her to reach out to Affirm directly via *******************************************************************.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20278397
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/28/2023

  The reply from the business is a standard party line that is used to say nothing real except that customer service as it once was no longer seems to exist. There was a time when business policy considered the customer to always be right in a sense as they tried to accommodate to keep the customers business. In the current day and age its more of a s**** you we have plenty of other customers if you dont like it policy. I dont believe there is a conciliation possible as its obvious they will never admit to misrepresenting their payment schedule and in this day and age of computers without a physical signature showing on original paper contract there is really no way to prove otherwise. I maintain that if they default to biweekly the advertisements for them should state that and not list monthly payments as low as ??? Its very misleading. I only have 4 payments on this so theres not much to be done, but I would appreciate if my credit doesnt get a late notice for one day as the 3rd payment lands within a one month period which has it due the day (2nd) before I get my monthly check. On the 3rd of the month the 3rd and 4th payment will be paid together since as I previously stated with monthly income biweekly is pointless, this payment will clear the debt. I reject their standard party line reply that is not remotely personalized, but clearly a form letter response. I am not asking for anything really, I just want others to be warned about this by seeing this complaint so maybe they wont be taken in by misleading advertisement by them and perhaps get someone in their legal department to look at correcting that advertisement schematic. 

  

  Business Response

  Date: 07/28/2023

  Thank you for the opportunity to respond to ******************* BBB complaint. Affirm has reviewed ******************* complaint, which states her concerns with the repayment terms of her Affirm loan.
  
  As noted in Affirms initial response to ******************* complaint, the terms of loan ****-DTNO were presented prior to the loan being confirmed. 
  
  The merchant website that *************** obtained her purchase from also discloses the following: Rates from 0% APR or ****% APR based on eligible purchases and creditworthiness. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. Split payment options are available for purchases $249.99 and under. The estimated payment amount excludes taxes and shipping. Paid interest is non-refundable. Offer subject to change at any time and may not be available in all states. Previous purchases are ineligible. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a ********** Finance Lenders Law license. For licenses and disclosures, see affirm.com/licenses.
  
  Affirm would like to apologize to **************** for any inconvenience or frustration caused by this situation. However, as the loan terms were confirmed, Affirm is unable to modify them. 
  
  Upon origination of the loan, *************** electronically accepted/signed a Truth in Lending Agreement. To access the loan agreements online, visit ******************************************** and access your Affirm account. Once 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, 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: **************************************
  
  Loan ****-DTNO is currently in good standing with payments received on time. There are two payments remaining, each in the amount of $44.25. 
  
  With regard to ******************** concerns with the loan impacting her credit report, Affirm would like to confirm that loan ****-DTNO is part of a product offering from Affirm that does not include credit reporting. 
  
   In the event that *************** has any further questions, we encourage her to reach out to Affirm directly via *******************************************************************.

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a washer and dryer from ******* Direct (www.samsung.com) through the company's Government Employee Purchase Program. The first two orders #US363236017 and US306831953 were placed late May early June. I canceled both orders and placed a third order #US350065308 on June 5, 2023 to take advantage of 15% cash back from Rakuten. My washer and dryer were to be delivered on June 13, 2023. On June 12 ***** at 6:07 pm, I received a text message from the delivery company RXO that said, "We apologize but your ******* Electronic *************** cannot be completed as planned tomorrow." When I finally reached someone through chat, I was told by '****' with RXO their truck broke down. The next available date was unacceptable as I had already been without a washer and dryer for a week prior to placing the order. I instructed **** with RXO to cancel delivery. I contacted ******* by phone and by chat the morning of June 13th regarding my order experience. Unfortunately, neither attempt was fruitful. The customer service representatives I dealt with either did not understand or speak English well at all. I tried again and chatted with '*****' from ******* who claimed he/she could get the order uncanceled and delivered to me. ***** was unreliable and did nothing to help. I contacted Affirm multiple times to let them know all THREE orders were canceled. Two were removed but the third order #US350065308 in which I paid a deposit of $113.34 is still showing active. I have attempted several times over the last two weeks to get a refund of my deposit. I received a refund of $14.13 was issued by Affirm on June 25, 2023. I am still owed $99.21. The resolution I desire is a refund of $99.21 which is the remaining balance of my deposit. Correction to my Affirm account removing this purchase, and any necessary adjustment that *** have negatively impacted my credit.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed ************************ complaint which states her request of a refund towards her loan with a merchant.
  
  Affirm's records indicate that on June 8, 2023, ******************** obtained loan 5S94-TBY4 for a purchase with the merchant, ******* in the amount of $1,866.18. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $113.34 and 24-monthly payments of $98.00.
  
  On June 25, 2023, ******************** reached out to Affirm indicating her items were never shipped and stated her request of a refund of the down payment made.
  
  On June 26, 2023, Affirm sent ******************** an email requesting for more information supporting her claim to see if an official dispute could be escalated. ******************** replied to these emails indicating that the merchant cancelled the loan.
  
  On July 8, 2023, the loan was fully refunded by the merchant. Affirm sent back the down payment of $113.34 to ************************ payment method on file. On July 13, 2023, an email was sent to ******************** confirming the refund.
  
  In the event that ******************** has any further questions, we encourage for her to contact Affirm directly via email. 

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I wish to confirm I did finally receive a refund of my deposit on July 8, 2023. Thank you for your assistance. I would probably still be going in circles with their customer service department. 

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

• Initial Complaint

  Date:07/05/2023

  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 purchased a treadmill and used Affirm for the financing. A week later, I was told that I have two new accounts through Affirm, including one that does not belong to me. I went to the store in which I purchased the equipment to make sure that they had sent the information correctly, and they did. Affirm gave me someone else's loan. I contacted Affirm three times about the issue, and they said it would take up to 30 days to resolve. It's been 40, and no resolution. They have frozen my spending on my account, and informed me that I am STILL responsible for the loan that they gave me, that belongs to someone else.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to **************** BBB complaint, which there was an unauthorized loan on his Affirm account.  
  
  Affirm's records indicate that loan RAFY-927U was processed on May 30, 2023 for $3,695.00 with an APR of 0%. The agreed upon repayment terms is 12 monthly installments of $307.92, due on the 30th of each month. 
  
  Affirm was first notified by ************** that the loan was unauthorized on June 10, 2023. After careful review, the Account Safety team found that they were not responsible for the loan. The team informed them of the findings  on July 06, 2023.
  
  The loan was marked unauthorized and the account was flagged for ************. ************** was also informed that he would not be held responsible for loan RAFY-927U made in his name, and if furnished, the loan(s) will be removed from their credit report in our next reporting cycle. Please note most updates take ***** days, but in some circumstances may take longer.
  
  In the event that ************** has any further questions or concerns, please feel free to reached 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:07/05/2023

  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.

  Details of the issue:- Date of issue 7/5/2023 -I have paid them $1900 for a bed -The business has committed to opening a larger line of credit as I pay things off on time, and every time I pay an item in full -The nature of this dispute: I logged into their app on 7/4 to see what was left on my bed payment. I saw that I had recently made the final payment! My spending power was upgraded from $325 to $800, and I am unemployed so a computer would really help right now. I went to their suppliers website (best buy) through their app, and put a cheap computer, a monitor and the accessories that I would need.-I pressed checkout, and the Affirm plugin turned red and said I didn't have enough money. Despite the fact that using what they approve you for AND your own funds is an option of theirs, my transaction was simply declined. It still said that I had more than the total of the items as my spending power, so I tried it again which did not work.-It was already around 4:00 am by this point from filling out applications and then trying to figure out what affirm was doing so I went to sleep.I called back in the morning, and the guy (I'm sorry I cant call him gentleman) did nothing but talk over me the about things that I had been trying to hours that didnt work. So I shut up and let him talk and followed his instructions, which of course led me to all of the same places.He got extremely frustrated that he couldn't figure it out, and began yelling and swearing at me. He said that if I can't afford the Fing thing then I shouldn't use his "Fing money to buy it I should get a job, as if I am not trying very hard to do so.I told him exactly what he was worth to me in a polite way (plus telling him he is a waste of DNA.) He hung up on me, and closed my account. I tried to log back in and it is requesting that I create a new account which would lose me all of the on time payments I have made. Frankly I don't care though because my bed is paid off and Im done.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint which states his frustration with prequalification estimates.
  
  When a customer is approved for a loan, a number of factors are taken into account: current economic conditions; eligibility criteriawhich include things like their credit score, their payment history with Affirm, and how long theyve had an Affirm account; and the interest rate offered by the merchant where theyre applying for the loan.??

  Affirm negotiates these loan eligibility criteria and interest rates with each merchant individually. That's why customers may see that some merchants offer 0-30% APR with payback schedules of 6, 12, or 24 months, while other merchants have no special APR and payback schedules of 3, 6, or 12 months.??

  Because these interest rates and loan eligibility criteria are subject to change based on a variety of factors, a customers ability to get a loan may differ from purchase to purchase and may also depend on when they apply for a loan.??Unfortunately, Affirm cant guarantee theyll get approved, even if youre prequalified. Thats because the prequalified amount  and loan term is an estimate. It may changeor go awaydepending on a few different things. This includes borrowing and payment history at Affirm and elsewhere.

  
  While investigating his recent cases, Affirm found that there were attempted transactions that went against their terms of service on July 05, 2023. ************** then closed his Affirm Card account on the following day. Affirm reviewed the interaction from this day and found no validity to his claim of agent misconduct. If ************** is in possession of evidence proving otherwise, Affirm will gladly investigate the issue on his behalf. For more information regarding Affirms these terms/ details he may visit the following link: *******************************************************************************
  
  The account details also show that only the Affirm Card account was closed, not his entire Affirm account. On July 10, 2023, ************** reached out claiming that there was unauthorized activity occurring on his account. For his safety, the team restricted the account for security purposes while they investigated his claim. 
  
  At this time, the case is still under investigation. In the event that ************** has any further questions, Affirm encourages him to reach out to Affirm via email at ***************************************

• Initial Complaint

  Date:07/04/2023

  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.

  Lets start with, I have a fraud alert on my credit. I never have opened an account with ********************** and if the process was verified it would show this was fraudulently done by my ex-girlfriend ***************************. All of a sudden I see a charge on my credit for collections with ************************* for $475. My question is, how is affirm confirming these credit inquiries and verifying this is actually you. I have no hard inquiry on my credit for this. No open account when it was started only a collections that I just got in July of 2023 and says account opened December of 2022. This feels improperly done by affirm and never clear verification of someones identity. This should be shut down and investigation should be looked into regarding identity fraud issues.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed ************************ complaint which states his request to remove a loan from his credit report that he claims he did not authorize.
  
  Affirm's records indicate that on January 4, 2021, ******************** obtained loan ZA8M-9SNW with the merchant, Walmart.com for $609.48. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12-monthly payments of $59.41.
  
  Additionally, between the dates of February 4 through May 9, 2021, ****************** completed four payments of $54.91. Thereafter, no payments were received. The loan was charged off due to having a past due balance for more than 120 days with a remaining balance of $475.35.
  
  On December 17, 2021, Affirm received an FCRA dispute claiming the loan was a result of ID theft. ********************** closed the dispute on December 21, 2021 confirming the information being reported to the credit bureaus was accurate.
  
  On December 22, 2022, Affirm sent ******************** an email indicating that the loan was sold to ****************************** and that he needed to contact them to settle the remaining balance.
  
  On July 5, 2023, ******************** contacted Affirm claiming the loan was not authorized by him. He was advised that his claim would be escalated to the appropriate team.
  
  On July 19, 2023, Affirm's Account Safety Team sent ******************** an email indicating that upon an initial review of his account, he was found to be responsible for the loan. A fraud affidavit form was sent to ******************** to complete and return in the event he wanted his claim reviewed again. Once completed and returned, the investigation can take up to 30 days to be completed.
  
  Upon receipt of this complaint it has been confirmed that loan ZA8M-9SNW is no longer being reported to Experian by Affirm. 
  
  Please note, the new account owner may report to any of the three credit bureaus. ******************** will need to contact ************************************ at ************** for more information on how they report to credit bureaus.
  
  Affirm would like to thank you for your continued patience throughout this process. In the event that you have any further questions, we encourage you to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20273847
  
  I am rejecting this response because:
  
  I provided proof fraud alert placed on account prior to ********************** opening account- account opened January 2021 (fraud alert placed December 8, 2021).  Where is the records that verify my identity? There is only a written response saying it was verified.  I dont see these documents in the response.  Affirm would not give me any records of the account because it was under dispute despite providing all my information. If this case was actually investigated you would see the address was not mine nor the credit card that made payments or the items where they were delivered.  This was opened fraudulently and affirm has no proof that it wasnt other then them making this statement; provide proof! I have an FTC report attached reporting fraudulent accounts in December 2021 and July 2023. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/26/2023

  Thank you for the opportunity in responding to ************************ BBB rebuttal. Affirm has reviewed ************************ complaint which states his concerns regarding a loan he claims he did not authorize.
  
  Previously, Affirm's Account Safety Team sent ******************** an email indicating to him that upon initial review of his claim, he was found to be responsible for the loan in question. A fraud affidavit form was sent to him to complete and return for a secondary review.
  
  On July 20, 2023, ******************** provided Affirm with the requested documentation. They are currently being reviewed and this investigation can take up to 30 days to be completed. Once this review is conducted, Affirm will follow up with ******************** directly with regards to the resolution.
  
  We thank ******************** for his patience throughout this process. In the event that he has any questions in the interim, we ask that he reaches out to Affirm directly via email.

• Initial Complaint

  Date:07/04/2023

  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.

  2/16/2023 affirm allowed someone committing security and identity fraud to take out a personal loan of $926 in my name. I just Spoke with them over the phone today 7/4/2023 and they state they cannot give me any information on who it is so I can pursue legal actions. This fraudulent person has made my credit go down 60 points by not paying on time or at all. This account i am Disuniting in my name, i need It removed from my credit reports, i need My points back on my credit and for affirm to acknowledge and fix this issue they allowed. Even with policies in place for security meausures i was Still targeted fraudulently and in affirms watch. Please help me make sure Affirm fixes what they allowed to happen to my credit and my life. This fraudulent person has also actively tried as of 7/3/2023 to open ANOTHER account using my email this time with affirm and they almost allowed it! They have to stop this! Repair my credit, correct this OFF of my report and give me the information of the social security /identity theft person so i can Press charges and keep them from ever doing this time again! I have Had to also put fraud and security alerts on All of my credit bureaus. I already Had a security freeze and AFFIRM still allowed this person to use my identity and ruin my credit!

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states her request to have a loan she did not authorize to be removed from her credit report.
  
  Affirm's records indicate that on February 16, 2023, loan I99R-810Y processed with the merchant, SeatGeek for $926.00. The loan had terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $89.90.
  
  On July 4, 2023, ************** contacted Affirm indicating the loan was not authorized by her. Affirm advised her that her claim would be escalated to the appropriate team.
  
  On July 18, 2023, Affirm's Account Safety Team sent ************** an email indicating that upon review of her claim, she was found to be not responsible for the loan. ************** was advised that restrictions were placed on the account to prevent any further unauthorized activity and that steps were taken to ensure that the loan was removed from her credit report.
  
  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: 07/20/2023

   
  Complaint: 20273711
  
  I am rejecting this response because:

  Affirm told me their policies and guidelines for acquiring a loan with them, is the individual will have to take a photo next to their ID or DL to assure its really them for the loan. They have yet to give me details how this person was able to access a PERSONAL LOAN in my name or provide me with assistance in not only removing this from my credit report but aiding in furnishing information/documents so I can pursue the legal system agains this individual.
  My credit report shows in the attachment, that this loan has DAMAGED my credit decreasing my FICO score. Before i can accept this response and conclusion i need Proof from the company that they have contacted all three credit bureaus to remove this from my credit. The damage is done with points drastically taken, my livelihood has been effected in an insurmountable way. 
  I am requesting and requiring proof for contact to the credit bureaus to get this removed, as well as, proof that this person will not only no longer have access to this account but a statement given with the perpetrators information so that I can file a Police Report for identity, social security and credit theft. This is not the only account this person has done this with. And i need Affirms help, since they allowed this loan to transpire fraudulently in my good name, to make sure this does not happen to me again. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/26/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states her request to have a loan she did not authorize be removed from her credit report.
  
  On July 18, 2023, Affirm's Account Safety Team sent ************** an email indicating that upon review of her claim, she was found to be not responsible for the loan. ************** was advised that restrictions were placed on the account to prevent any further unauthorized activity and that steps were taken to ensure that the loan was removed from her credit report.
  
  Affirm understands the concern that ************** has around the individual that has used her account against her authorization. Please note that Affirm has placed restrictions on her account to prevent further use. Additionally, please understand that Affirm is not able to provide any further details about the individual that has attempted to use her account. We can only assure that we have taken the necessary steps to prevent further unwanted action.
  
  The account will remain locked until she completes our secure verification process. If ************** would like to move forward with securing her account or needs to make a manual payment, please call Affirm at ************ so that we can begin the verification process.
  
  Affirm apologizes for any frustration this situation may have caused **************. In the event that she has any further questions, we encourage her to contact Affirm directly via email.
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20273711
  
  I am rejecting this response because:

  Offering an apology doesnt change Affirms sole position and responsibility for my FICO score being lowered drastically. My livelihood is effected and they are refusing to give information that could reverse their negligence and faulty security practices. I am aware i am not the only victim of SEATGEEK through AFFIRM. An unknown individual was able to take a picture next to a Drivers License that was not mine, and ********************** approved them for a personal Loan in my name and Credit. That is absolutely unacceptable. Further legal matters need to be pursued. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/04/2023

  Type:Product 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.

  In early June I applied for a loan with Affirm. I was turned down approximately one week later. On July 4th I noticed my checking account became overdrawn because the company Affirm illegally and without my approval debited my checking account for $141.23. Upon closer inspection I discovered that on June 23rd, Affirm illegally and without my permission took $57. 94 out of my checking account. I received rude and unhelpful assistance when I called customer assistance. I was told there was no guarantees I would get my money back. I never owed them money and therefore should never have been debited any money from my account.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed her complaint, which states she has had payments from Affirm withdrawn from her bank account, but she didn't authorize them. 
  
  Affirm has reviewed her account and found that ******************** has no active loans with Affirm. She applied for 2 loans throughout her time with Affirm with one loan being declined on January 20, 2023, and the other was approved but never confirmed by her on July 4, 2023. Because these loans were never processed, please note that Affirm hasn't taken any payments from her bank account as there is no active loans associated with her account
  
  She called Affirm on July 4, 2023, and immediately asked the Affirm agent why we were taking money from her bank account. The ********************** agent offered to locate an account and in doing so, found that there were no active loans. The Affirm agent explained that we could open a request for potential unauthorized activity and also that ******************** might want to consider filing chargebacks on any payments that she did not authorize. This is done through her bank. 
  
  ******************** was connected to an Affirm supervisor that same day who explained the same that she could file a chargeback on any payments that were not authorized. In reviewing the calls with the two Affirm agents, we didn't find them to be unfriendly or unhelpful and we apologize if ******************** felt she did not receive the best customer service.  
  
  If she continues to have payments taken from her Affirm account, we ask her to please send Affirm any proof with dates, times and showing that Affirm withdrew money from her bank account. We are happy to take a further look to see what we may be able to find on our end. 
   
  In the event that ******************** has any further questions or concerns about her Affirm account, we encourage him to reach out to Affirm via *******************************************************************.
  
  

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/03/2023

  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.

  (Transaction Date: 7/2/2023)(Amount Paid to **** from Affirm: $316.78) (Actual Amount of item from ****: $285.12)(Refunded amount from **** to Affirm: $285.12)(Loan ID: ****************** Ticket with Affirm: 21191987)I made a purchase through Affirm using their virtual card. I then cancelled the order in a matter of minutes due to a change of heart. After a couple days I called Affirm support and informed them of the refund, but they stated that they needed more time to link the refund with the account. Their commitment was that they would get this fixed in a week or two. We are now on week 5 and no resolution. Now I am approaching a payment date for a refunded item that Affirm can't figure out how to fix. When I call, their support is defensive and not helpful. Please help as I have hit a wall with their support or lack thereof.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concerns with receiving a refund towards his Affirm loan. 
  
  Affirms records indicate that loan UDN4-DIZ3 processed for $286.00 on June 5, 2023, for a purchase with ***** The repayment terms of the loan were 6 installments of $52.79 at an APR of *****% and payment due on the 5th of each month. 
  
  On June 14, 2023, Affirm received phone contact from ******************** where he explained that he had canceled the purchase associated with loan UDN4-DIZ3. The Affirm agent that spoke with ****************** advised that they would escalate a case for review. 
  
  On June 30, 2023, ******************** contacted Affirm via email and requested an update on the status of the refund. ******************** did not receive a follow up to this request Affirm would like to sincerely apologize to ******************** for any inconvenience or frustration caused by this delay. 
  
  On July 7, 2023, loan  UDN4-DIZ3 was fully refunded in the amount of $286.00. Affirm sent automated communication to ******************** on that day to confirm the loan has been refunded and reflected a $0.00 balance. 
  
  Affirm would like to thank ******************** for his continued patience throughout this process.  In the event that ******************** has any further questions or concerns, we encourage him to reach out directly via email.

• Initial Complaint

  Date:07/03/2023

  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.

  Reported purchase as fraud as it is not a purchase I made. Company continues to harass me and report false delinquency to credit bureaus

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns that an Affirm loan was obtained in her name without authorization. 

  Affirm's records indicate that loan 9H8X-JZVL processed for $147.04 on July 14, 2022, for a purchase with Amazon. The repayment terms of the loan are 12 installments of $12.25 at an APR of 0% and payment due on the 14th of each month. Affirm has received a total of 8 installments towards the loan. The loan is currently in an overdue status with an approaching charge off date of August 12, 2023.

  On May 19, 2023, Affirm received contact from ************ via chat where she explained that she did not recognize the purchase and expressed concerns about unauthorized activity. The Affirm agent that spoke with ************ proceeded with forwarding a case to Affirm's Account Safety Team for investigation into the claim. 

  On May 26, 2023, the team sent ************ an email to inform her that based on their initial investigation into her claim it had been determined that she would remain responsible for repayment of Affirm loan  9H8X-JZVL. This communication also noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason, a consumer protection affidavit was included with the email and ************ was informed that once Affirm received the completed affidavit, the investigation would be reopened and she would be informed of the outcome within 30 days. 
  On June 19, 2023, Affirm received a follow up message from ************, however the consumer protection affidavit was not received. On July 19, 2023, Affirm sent ************ another email providing instructions on how to download, attach, and send the completed affidavit to Affirm. 

  At this time, Affirm encourages ************ to complete and return the consumer protection affidavit sent to her in Affirm's July 19, 2023, email. This will allow for a comprehensive investigation with the added benefit of **************** input and information. Again, once the affidavit has been received the investigation will be reopened and ************ will be informed of the outcome within 30 days. 

  Affirm also encourages ************ to check her Amazon order history to confirm if the purchase was obtained through her Amazon account. The Amazon order ID that corresponds with loan 9H8X-JZVL is 112-3177198-9832201. 

  Affirm would like to confirm that based on the language included in **************** complaint a cease and desist has been processed on her behalf and she will no longer be contacted regarding the overdue status of loan 9H8X-JZVL. Affirm must note that if ************ is found to be responsible for repayment of the loan, she will also be responsible for self-monitoring the status of the loan. 

  Please know that Affirm take these claims very seriously and appreciates **************** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information. Affirm looks forward to receiving the completed affidavit from ************, so that the investigation into her claim can be reopened. 

  In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20269992
  
  I am rejecting this response because:

   

   there was no affidavit received nor was there any communication received regarding an affidavit. Spoke with Amazon already as noted when I contacted Affirm and they confirmed that all purchases I made had been cancelled or returned. This is not a purchase I made and I would like my money refunded and for them to remove this from my credit report as these are fraudulent charges.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/25/2023

  Thank you for the opportunity to respond to Ms. ***** BBB complaint rebuttal. Affirm has reviewed Ms. ***** rebuttal, which states her concerns that an Affirm loan was obtained in her name without authorization.

  In her rebuttal ************ states that she did not receive a consumer protection affidavit via email as indicated in Affirms initial response to her complaint. 

  
  Affirms records do show that an email was sent to ************ on July 19, 2023, with a consumer protection affidavit attached. This email was sent to the same email address associated with Ms. ****** Affirm account and listed in her BBB complaint. If ************ has been unable to locate the email in her inbox, Affirm encourages her to check junk and spam folders to ensure the email was not filtered there. 

  
  Alternatively,  ************ is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support your claim of the unauthorized activity. 
  Once a completed affidavit is received, Affirm will reopen the investigation and notify ************ of the outcome within 30 days. To do so, please see the following link: ******************************************************************************

  In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.
  

  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20269992
  
  I am rejecting this response because:

  This does not resolve my issue of them negatively impacting my credit with false information
  
  Sincerely,
  
  ***********************