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:07/03/2023

  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.

  on may the 30 of *********************************** the amount of 500 usd from affirm in order to pay ******** phone bill which only was ****** and affirm paid ******** that amount nevertheless i am being charged the full amount after calling affirm customer service i was told that the full amount ( 500 usd ) where transferred to ******** but ******** only acknowledge receiving ****** which was the balance for that month of service because of this i want to file a complaint in order to be credited the unused amoun on the card since i already made the first payment on that loan of 500 usd , fruthermore if you check my account on ********************** and go to the transactions section you can se that i was only charged ****** please dont hesitate to contact.

  

  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 the amount of his Affirm Card purchase. 
  
  Affirms records indicate that loan 04XD-C7JM processed for $500.00 on June 1, 2023, for a purchase with TMobile. The repayment terms of the loan were 12 installments of $48.74 at an APR of *****% and payment due on the 1st of each month. 
  
  On July 3, 2023, ************************ contacted Affirm via email and explained that he applied for the loan in the amount of $500.00, but had only utilized the amount of $188.69 for his purchase. 
  
  On July 18, 2023, an Affirm Supervisor sent ************************ a secure message to inform him that the unused funds between the original amount of loan 04XD-C7JM, $500.00, and the actual purchase amount, $188.69, were returned to the loan on July 6, 2023. ************************ can review the details of this $311.31 adjustment as well as his loan repayment information by logging into his account via the ********************** app or desktop site.
  
  Affirm would like to thank ************************ for his 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.

  So I ordered some items through the shop app powered by affirm and have made my monthly payments to them. I have tried to contact the company that they help represent on their app called ***** Deal Shop. I have tried to get help with the Shop and Affirm customer support with no chance of help. I was even told that they only care about the bottom line and not the customer by one of their customer support representatives and was hung up on when I asked to talk to a manager. I have been told I must continue to pay 46 dollars a month until paid off and that they can do nothing to help with getting a refund for no item or services rendered. I made a report with the *** about what looks like a fraudulent company. I also have sent emails to the company and I get nothing in return besides the same email sent right back to me with no response or explanation as to how we can fix or handle this problem.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity in responding ti ************************** BBB complaint. Affirm has reviewed ************************** BBB complaint which states his request for a refund towards a loan he is attempting to dispute with a merchant.
  
  Affirm's records indicate that on March 29, 2023, ********************** obtained loan GS9D-KDDS for a purchase with the merchant, ****'s Deal Shop for $471.86. ********************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $46.00. To date, ********************** has completed three monthly payments.
  
  On July 3, 2023, ********************** contacted Affirm requesting a refund towards his loan. He indicated that he tried to contact the merchant, but they were being unresponsive.
  
  On July 14, 2023, Affirm sent an email to ********************** indicating that  while the loan is outside of Affirm's 60 day dispute window, Affirm has proceeded with opening a courtesy dispute on ************************** behalf.
  
  Affirm would like to apologize for the delays encountered in this process and thanks ********************** for his continued patience. Affirm's resolutions team will provide updates on the courtesy dispute as they become available. 
  
  In the event that ********************** has any further questions, we encourage for him to reach out to Affirm directly via email.

• Initial Complaint

  Date:07/02/2023

  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.

  Affirm is reporting multiple errors to my file after I have paid off countless loans previously These errors are causing clearance issues and preventing me from finalizing home loan which require immediate correction Y3TC-00PG - previously agreed to delete several times. Oct is showing late when it was supposed to be deferred Covid 19 immediate family death Delete from credit immediately 1QBQ-G0ZE - No idea what this is it appears to be a duplicate delete immediately UE8J-RHWV - returned item and refunded this was long since paid off delete from credit immediately

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concerns with the credit reporting of Affirm loans Y3TC-00PG, 1QBQ-G0ZE, and UE8J-RHWV.
  
  Affirms records indicate that loan Y3TC-00PG processed for $125.00 on May 31, 2022, for a purchase with Target. The agreed upon repayment terms of the loan are 12 installments of $12.38 at an APR of *****%. Affirm received the final payment towards the loan on June 27, 2023. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. Loan Y3TC-00PG became 30 days overdue as the payment due on September 30, 2022, was not completed until October 31, 2022. 
  
  In accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated. While the reporting for loan Y3TC-00PG will update to reflect the paid status, the history of late payment will remain. Affirm found no indication that ************** was advised that the reporting for loan Y3TC-00PG would be removed as stated in his complaint. Additionally, Affirm has confirmed that the loan was not enrolled in payment deferral as indicated in **************** complaint. 
  
  Affirm received disputes through E-***** concerning the accuracy of the information furnished for loan Y3TC-00PG on April 21, 2023, April 26, 2023, and June 1, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************* on April 21, 2023, May 13, 2023, and June 13, 2023.
  
  Loan 1QBQ-G0ZE processed for $410.00 on June 21, 2022, for a purchase with Target. The agreed upon repayment terms of the loan are 12 installments of $39.97 at an APR of *****% and payment due on the 21st of each month. On February 19, 2023, the loan was charged off after having an overdue balance for 120 days. 
  
  Affirm received disputes through E-***** concerning the accuracy of the information furnished for loan 1QBQ-G0ZE on April 21, 2023, April 26, 2023, and June 1, 2023. Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************* on April 21, 2023, May 13, 2023, and June 13, 2023.
  
  
  Loan UE8J-RHWV processed for $300.00 on May 27, 2022, for a purchase with Target. The agreed upon repayment terms of the loan are 12 installments of $29.24 at an APR of *****% and payment due on the 27th of each month. On May 28, 2023, the loan was charged off after having an overdue balance for 120 days. 
  
  Affirm received disputes through E-***** concerning the accuracy of the information furnished for loan UE8J-RHWV on April 21, 2023, April 26, 2023, and June 1, 2023. Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************* on April 21, 2023, May 13, 2023, and June 2, 2023.
  
  
  Please note, Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies of the merchant. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. At this time a refund towards loan UE8J-RHWV has not been received. If ************** believes that the loan is due a refund, he is encouraged to contact the merchant directly. 
  
  If payments are more than 120 days overdue,  Affirm reserves the right to refer the loan to third-party collection partners. However, at this time loans 1QBQ-G0ZE and UE8J-RHWV remain with Affirm for continued management. If ************** wishes to submit payment towards the remaining balances he will need to contact Affirm directly to do so.  Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  As previously mentioned in Affirms responses to **************** prior BBB complaints,  Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline his request to remove credit reporting for loans Y3TC-00PG, 1QBQ-G0ZE, and UE8J-RHWV.
  
  In the event that ************** has any further questions, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:07/02/2023

  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.

  I purchased a Peloton tread but immediately canceled the order. This happened back in March and Affirm cleared the loan. A couple of weeks ago, Affirm opened the loan back up and is acting like I did purchase the Peloton. Peloton has contacted Affirm and all they said was they will open a ticket and itll be **** days. I told them I had already opened a ticket and they told me itll be **** days again. The peloton representative was stumped and said that should Have taken care of any issues. I want the loan cleared as peloton never received any funds.

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states his request to have refund applied towards a loan that was being processed by a merchant.
  
  Affirm's records indicate that on March 26, 2023, **************** submitted an application for loan 0FDG-4CO7 used for a purchase with the merchant, Peloton for $3,661.10. **************** agreed to loan terms of 0% Annual Percentage Rate (APR) and 43 monthly payments of $85.14.
  
  On June 26, 2023, **************** called and spoke with Affirm inquiring about when the loan would be refunded indicating it was cancelled by the merchant. **************** forwarded an email from the merchant indicating the purchase was cancelled. Affirm advised **************** that his request would be escalated to the appropriate team.
  
  On July 12, 2023, an email was sent to **************** indicating that the merchant was still processing the loan. **************** called and spoke with Affirm after receiving the email. The agent that reviewed the account confirmed that the loan was refunded and that the changes were made on his account and that he would not be responsible for repayment of the loan.
  
  We apologize for any frustration this situation may have caused ****************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:07/02/2023

  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.

  Phone number is still incorrect even after verifyong multiple times and recieving emails sytating EVERYTHING is correct, but isn't. My correct phone number is ********** and not **********. They also stated my **** # has someome elses name on it, which it does not. My # has been verified numerous times my phone calls, so theres no excuse it still being incrrect plus its on my credit file since every creditor but agfirm has the correct #. If not, I was all money owed to be credited fr all my troyble and *************** persue criminal cjrges in court for punitive amages.

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his concerns with delays encountered with updating the phone number on his Affirm account.
  
  As your phone number functions as your login credentials, extra security is put in place, such as ID submission, in order to prevent ID theft. Please know that the reason we require additional verification from you is because we take security and privacy very seriously. For this reason, we have measures in place to ensure personal information is safe and secure.
  
  On July 8, 2023, ************ spoke with Affirm requesting for his phone number to be updated. The phone number was successfully updated to ************ successfully and an email was sent to confirm this with *************
  
  Affirm understands that this was a frustrating experience for ************, but Affirm is unable to credit any of his loans per his request in his complaint.
  
  In the event that ************ has any further questions, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:07/01/2023

  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 tried to get an installment plan for a purchase at ****** Instead , affirm deducted the whole amount . I call and they then start a new loan thats installment based but havent refunded me . As everyone there at call center seems to not understand English or care , Im contacting you for help .

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed his complaint regarding his concern around being charged on his Affirm Card as well as on an Affirm loan for the same item. 
  
  
  Affirm's records indicate that loan S9OF-GRL7 was processed on June 29, 2023, for a purchase with the merchant, Nike.com, in the amount of $147.70. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $14.84 due on the 29th of each month.
  Additionally, we see the charge on his Affirm Card, dated $147.70 for Nike.com on June 24, 2023, and the amount was converted to a loan. 
  
  
  **************** first reached out via Affirms chat service on June 28, 2023, explaining that the full amount of $147.70 was deducted from his personal bank account but he had wanted this to be a loa and to make installment payments. The Affirm agent asked him to please call in so we could provide him further information on the purchase. He called in twice the same day and spoke to two different Affirm agents. The first agent explained that it looked like the purchase had not been split and he was still able to do so as it was within the 24-hour window. The second Affirm agent offered to open a dispute on the request since he was being charged twice.   
  
  
  On July 1, 2023, he advised he was opening the BBB complaint and Affirm responded on July 2, 2023, letting him know that we were still investigating. Affirm has requested review again as of July 17, 2023, and **************** will be contacted as soon as we have further details. Currently Affirm is still investigating on the backend and we have another team assisting with the refund. We want to thank **************** for his continued patience as we investigate further. 
  
  
  In the event that **************** has any further questions or concerns about his Affirm account, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20263794
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  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.

  This company has been calling me saying I owe Bestbuy a small amount of money. I have not purchased anything from Bestbuy for several years. I have called Bestbuy and they have told me I don't have an account with them and that they don't show me as owing them money. Affirm must have done a search for whomever owes money to Bestbuy and just started calling people till they find the right person. I am tired of getting calls from them and would like them to forget I ever existed.

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint regarding her concern around loan, 5TOW-11KT, claiming it is fraudulent.

  
  Affirm's records indicate that loan 5TOW-11KT was processed on May 5, 2023 for a purchase with the merchant, Best Buy, in the amount of $500.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $50.23 due on the 5th of each month.

  
  ****************** reached out to Affirm by calling on July 5, 2023, explaining that she saw the loan for BestBuy but she had not made this purchase and believed it to be fraudulent. The Affirm agent reviewed the account and escalated the claim to our Account Safety Team for review. 

  
  On July 17, 2023, Affirm escalated the case again for further review. In reviewing the account, *********************** Account Safety team, requested that she please complete an Affirm Affidavit. If she can please complete the requested form we are happy to investigate further to see what we can help with. In the meantime, the loan remains her responsibility until the Affirm Affidavit is recieved.

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

  
  

  Customer Answer

  Date: 07/18/2023

  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,
  
  *************************

  i RECEIVED THIS AND AND I AM CONFUSED. THIS IS COPPIED AND PASTED.  On July 17, 2023, Affirm escalated the case again for further review. In reviewing the account, *********************** Account Safety team, requested that she please complete an Affirm Affidavit.. I DONT SEE an Affirm Affidavit. I AM HAPPY THEY ARE ESCALATING THIS ITEM BUT I DONT UNDERSTAND WHAT I AM SUPPOSED TO DO. CAN I SEE WHAT WAS PURCHASED, WHERE IT WAS PURCHASED AND THE SIGNATURE? I HAVE NOT PURCHASED ANYTHING FROM BESTBUY IN OVER A UEAR.

• Initial Complaint

  Date:07/01/2023

  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.

  Affirm is one of the worst companies to get hardship help with, i lost income because of summer work not being available. I suffered loss within my business too! They do not care!!!

  

  Business Response

  Date: 07/17/2023

  Thank he for the opportunity to respond to Mr. ************* BBB complaint. Affirm has reviewed Mr. ************* CFPB complaint, which states his concern regarding his options for loan deferral. 
  
  
  Affirm records indicate that he currently has 13 overdue loans, including loan IDs: CWUB-U0HT; F8D4-XA4S; SD12-6J8H; PLR2-XB58; 009G-QO9N; 9YDG-KYBZ; XP9Y-SJKP; ERLX-UYOT; MCQ6-NQT3; ****-Y9CD; 22B0-BPSR; 8ZMV-0WGA; and ****-JTK0. 
  
  
  On March 27, 2023, he called in and stated that he had experienced a decrease in his income and that he wanted to know if there were any payment deferral options available. Affirm informed him that there was an application for loan deferrals and the Affirm ******** Care agent advised that they would send him an application for these deferrals. We apologize, as it appears he was not sent this link after the call ended. 
  
  
  He called back on July 1, 2023, and asked again about his payment deferral options. Affirm did send him a link to apply after the call via Affirms Secure Message Portal. Below is the link he was sent in which he can view any repayment options and apply for a deferral: ***********************************************************************************.
  
  
  On July 8, 2023, he called in again and stated that he no longer wanted to receive the courtesy calls Affirm was making for his late payments. Affirm processed this request as a cease and desist. Please note, since he will not be receiving any communication from Affirm, he will be responsible for self-monitoring and repayment of all loans under his account that are active.
  
  
  Affirm would like to confirm that, while he will not be reported as delinquent to Experian until his payments becomes more than 30 days overdue, late payments in general may affect Mr. ************* future ability to borrow with Affirm. 
  
  
  In the event that he have any further questions, we encourage he to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 07/17/2023

  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:07/01/2023

  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 applied thru **** to get a plumber to replace my outside water spigot. **** advertises they use "pros" so I naturally assumed they'd send a licensed plumber. When the guy arrived (******* (I believe the last name of *****)) he told me he was not a licensed anything, just a handyman. After a brief discussion, ******* showed me on his phone where he contacted **** and canceled the job. I too sent a message to Affirm that the job never happened. I never got a response and thought the matter had been resolved. I just happened to check the account online and found Affirm had taken it upon themselves to turn on "auto pay". I turned it off. A day or two later I get texts from Affirm telling me to turn on auto pay and reminding me a payment was due. I again contacted Affirm telling them I would not be paying for something I did not receive. I continued to get texts and emails demanding payment. I called Affirm who passed me off to **** who passed me back to Affirm. The last rep I spoke to with Affirm told me to upload my documentation to their email address ***************************************** which is the same email I'd been using and again I have not received a read receipt or any response.

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond to Ms. ************ BBB complaint. Affirm has reviewed her complaint regarding her concern around her loan not being canceled due to not receiving service.
  Affirm's records indicate that loan 06DR-7N59 was processed on May 26, 2023, for a purchase with the ************************** Mobile, in the amount of $338.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $61.36 due on the 26th of each month.
   
  On May 26, 2023, ************************** reached out to Affirm via email explaining that the services were never received due to the person that was sent from **** was just a handyman and not a professional and he had canceled the service on his end. She also reached out on June 18, 2023, via phone and email. She had provided evidence to show the canceled service and that she had gone with a different professional. She called in to advise the same issue and in speaking with the Affirm agent they explained what the dispute process looked like if a dispute were to be opened. 
   
  ************************** contacted Affirm a final time on June 26, 2023, asking what the update was on the request as she had not heard anything further on the issue. Affirm would like to apologize for any delay in response. Additionally, ************************** stated in her complaint that Affirm had set her Autopay automatically and he had to disable it. We reviewed the loan to see what might have occurred and we see that the Autopay was enabled by ************************** on May 24, 2023. We apologize for any inconvenience this may have caused. 
   
  As of July 7, 2023, Affirm sees that the loan has been fully refunded for $338.00. ************************** was notified the same day both via email and SMS. If she logs into her Affirm account, she will see that she is no longer responsible for the loan. 
   
  In the event that ************************** has any further questions or concerns about her Affirm account, we encourage her to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  I did not contact the company to find out the status, I contacted them because they kept demanding payment despite the fact the job had not taken place & I had not received any benefit of said loan.  Another error was the business claiming I had turned on auto pay when in fact I had NOT.

  I do accept the matter is now closed and Affirm has stopped harassing me.

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

• Initial Complaint

  Date:06/30/2023

  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.

  Hello I have an account on ur site and have a loan thru your buisness which I am current on.... well I recently applied for another loan and I get this message wanting me to verify my identity for I send the picture of the front and back of my ID then it asks me to take a selfy which this is the hard part I am ************************************************************************************************************* together I have tried but it never accepts it.... I Do not know why I am having this problem when I never had this problem from the beginning.... I am paying on my first loan and was offered another loan because my age an other things cause me to constantly shake its hard to get a still picture regardless of where I set my phone... at my age it's very difficult to do alot of things but being able to use your website and using ur loans should be a problem.... if I was able to get the first loan with my identity verified I shouldn't have to do it everytime I apply because it was hard enough the first time as long as I'm paying and am able to pay there should be some type of assistance u can help me put with in skipping that process every time since I am already paying on one loan with u.... thank u

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint which states her frustration with the identity verification steps.
  
  When an account is open or loans are applied for, additional steps may be needed to ensure the security and validity of the actions. Unfortunately, the verification process can not be over ridden for security purposes. 
  
  Affirms record do not indicate that ****************** received any application declinations due to identity. At this time, Affirm kindly suggests attempting the application an additional time. 
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.