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:06/28/2023

  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.

  This thiefs claim that I opened a loan with them originally from sea world *******. Well it turns out I never did I have contacted sea world numerous times and they say theres no such account or any thing with my name attached to their system . I dont even live in ******* Im in **********. So meanwhile affirm keeps harrasing me that I owe 267$ I didnt wanna pay it since I didnt owe it. I even contacted my bank to put a stop payment and they did but affirm just tried the following month again. I have or had excellent credit over 800 and I didnt wanna lose it due to this incident so I went ahead and paid it and figured Id go after ********************** afterwards so not to mess up my credit well guess what. My credit has gone down 97 points and they reported me to the credit bureaus that I had over 30 day late payments. So all my hard work the past twenty years this pos come and mess it up over an account I never even opened and once they got paid what they didnt deserve they still went ahead and screwed my credit up. I am beyond angry at the audacity of this absolute horrific company to know that they come after people that have been doing the right thing all this time and they come mess my life up and completely turn it upside down over 267$ that they never had coming in the first place. Dont ever use them no matter what. Even as A last resort dont use them. I hope they go out of business and get taken to court and have to pay all tbe money theyre stealing from innocent people

  

  Business Response

  Date: 07/13/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm had reviewed Ms. ********* complaint, which states her concerns with the credit reporting of her Affirm loan.
  
  Affirms records indicate that loan BVVO-PYUA processed for $254.97 on February 2, 2023, for a purchase with SeaWorld Parks and Entertainment. The agreed upon repayment terms of the loan were three installments of $87.73 at an APR of *****% and payment due on the 2nd of each month. Affirm received payments of $87.73 on March 2, 2023, April 2, 2023, and June 3, 2023. The payment received on June 3, 2023, satisfied the remaining balance of the loan.
  
  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 BVVO-PYUA became more than 30 days overdue between the dates of April 2, 2023, and June 3, 2023.
  
  On April 2, 2023, ******************** contacted Affirm via the Affirm *********** and explained that she obtained the loan to visit ****************, but upon arriving realized that the deal associated with her purchase was for ******* residents only. ******************** advised that she had called the merchant directly and they informed her they could not find her name or phone number in their system. 
  
  Affirm followed up with ******************** on April 3, 2023, and explained that all refunds, returns, and cancellations are subject to the policies of the merchant. This communication provided an overview of Affirms dispute process and requested that ******************** provide documentation for Affirms review to determine if a dispute could be opened on her behalf. Affirm did not receive a response to this message. 
  
  On June 3, 2023, Affirm received contact from ******************** via the Affirm *********** where she requested to initiate a dispute. Affirm followed up on June 3, 2023 and explained that the purchase was outside of Affirms 60 day dispute window and encouraged ******************** to work with the merchant directly regarding her refund request. 
  
  On June 28, 2023, Affirm received an additional payment of $87.73 towards loan BVVO-PYUA. This payment was submitted via a phone call with an Affirm agent. However, upon further review and as noted above ************************ payment of $87.84 from June 3, 2023 had satisfied the remaining balance of the loan. On July 3, 2023, Affirm sent ******************** a message informing her that a reimbursement check has been sent to her address for $87.73 as a result of the overpayment. 
  
  Affirm's review of the call received from ******************** found that she was provided with incorrect information regarding the loan. Rather than explaining how late payments may impact her credit report the Affirm agent that spoke with ******************** advised that she contact the credit bureau for more information. Affirm would like to apologize for any frustration caused by this interaction. As a result of the misinformation provided, Affirm has taken steps to remove loan BVVO-PYUA from reporting. Affirm asks the ******************** allow 3-5 business days for this update to reflect on her credit report. 
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:06/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a recent purchase from Poshmark in the amount of $101.04, and used my credit card to make the first payment. The purchase was approved through Affirm as a loan, and monthly payments were automatically set ** in the amounts of $15.85. ** April the payment was not taken for some reason, as well as now May and June. Contacted Affirm to pay the loan in full using my credit card and was informed that Affirm does not accept credit card payments, I explained to the representative that I do not have a checking account and that my first payment (credit card) was accepted and the representative again stated that Affirm does not accept credit card payments and suggested to borrow someone else' checking account to make the payments. I am not understanding if they do not accept credit card payments then why was my first payment accepted. Now they are refusing money to pay my loan in full and sending negative credit reports to my credit file.

  

  Business Response

  Date: 07/12/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed ********************** complaint which states her frustration with Affirm's acceptable method of repayment for her loan.
  
  Affirm's records indicate that on March 24, 2023, ****************** obtained loan MYVD-0X34 for a purchase with the merchant, Poshmark for $101.04. ****************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $15.16 and six monthly payments of $15.85. Despite ********************** claims, she did not enable auto-pay for this loan and no contractual payments have been made after the down payment was completed.
  
  On June 13, 2023, ****************** spoke to multiple Affirm agents inquiring about paying off her loan using a credit card. ****************** was advised that credit cards would not be accepted as a form of repayment for her loan.
  
  Before confirming the loan, ****************** agreed to Affirm's Terms of Service which outlines acceptable methods of payment under Section 3.3 Repayment Methods"You may use one of the acceptable methods of payment set forth in your relevant loan agreement to make one-time transactions to pay your account as payments become due or you may set up automatic account payments."
  
  As noted in the Truth in Lending Agreement for loan MYVD-0X34, the accepted payment methods are: (1) debit card, (2) ACH transfer, or (3) check. ****************** can access his Truth in Lending Agreement by logging in to his Affirm account, 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.
  
  The loan details show that ****************** did not submit any payments towards the loan besides the down payment. The loans is currently overdue for April 24, 2023, May 24, 2023 and June 24, 2023 which was then 1 reported as such. 
  
  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. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 her request to remove credit reporting for loan, MYVD-0X34. 
  
  Affirm apologizes 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 email.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20246735
  
  I am rejecting this response because: Since the down payment was accepted as a credit card payment, then a credit card needs to be accepted to pay the loan in full.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint rebuttal. Affirm has reviewed Ms. ******** rebuttal, which states her concerns with the payment methods that are accepted for payments towards her Affirm loan. 
  
  
  As noted in Affirms previous responses to Ms. ******* BBB complaints, Affirm will allow the down payment to be submitted from a credit card for some purchases.
  
  
  However, The Truth in Lending Agreement for loan MYVD-0X34 does state that You will make your monthly payments, using one of the methods made available to you by the Loan Holder, which currently consists of: (1) debit card, (2) ACH transfer, or (3) check.  Please note that this is specifically referencing the monthly payments due towards Ms. ******* loan. For Ms. ******* reference, a copy of the Truth in Lending Agreement, bearing her electronic signature has been attached to this response. 
  
  
  Affirm apologies to **************** for any inconvenience or frustration caused by this. However, Affirm is unable to accept payment via credit card for the monthly payments due towards loan MYVD-0X34.
  
  
   In the event that ****************** has any further questions, we encourage her to reach out to Affirm directly via email.
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20246735
  
  I am rejecting this response because: I'm not asking to make payments with a credit card, I'm wanting to pay the loan off in full with the card.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2023

  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.

  The company want unlock my account even when i provided my personal information and i think this had something to do with my identity being stolen

  

  Business Response

  Date: 07/13/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding gaining access to his Affirm account. 
  
  On February 14, 2021, Affirms Account Safety team locked Mr. ******** account for safety and security and his 2 loans, PTRQ-S9YF and 49PG-XBPC, were labeled as unauthorized. 
  
  At this time, we're unable to update Mr. ******** access. Based on Affirms records, it looks like we had trouble verifying Mr. ******** identity based on information provided on his loan application. Affirm has certain procedures in place to verify identity and unfortunately, these attempts were unsuccessful. 
  
  In order to complete his purchase, ****************** will need to choose another form of payment. Affirm sincerely apologizes that we are not able to serve ****************** at this time. 
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via *********************************************************;

• Initial Complaint

  Date:06/27/2023

  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.

  Affirm did something

  

  Business Response

  Date: 07/13/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint. Affirm is unable to determine the specific nature of ******************** complaint. 
  
  ****************** included documentation in her BBB complaint that references loan 2JVY-OFJJ. Affirms records indicate that loan 2JVY-OFJJ processed on June 5, 2023, for a purchase with AutoZone in the amount of $201.00. The repayment terms of the loan were 12 installments of $10.10 at an APR of *****% and payment due on the 5th of each month. The loan required a down payment amount of $100.50 that was submitted on June 2, 2023. 
  
  On June 8, 2023, Affirm received phone contact from ****************** where she explained that the loan was not authorized by her. Upon receiving this report, the Affirm agent that spoke with ****************** forwarded a case to Affirms Account Safety team for investigation into the claim.
  
  On June 14, 2023, the Account Safety team sent ****************** an email informing her that based on the available information, they had determined she would remain responsible for repayment of the loan. THis communication 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 has received the completed Affidavit the investigation would be reopened and she would be informed of the outcome within 30 days. At this time Affirm has not received the completed Affidavit from ******************* 
  
  On June 5, 2023, loan 2JVY-OFJJ was issued a refund of $25.75. On June 8, 2023, an additional refund for $9.66 was issued towards the loan. On July 4, 2023, an additional refund of $165.45 was applied to the loan. The refund brought the total refunded amount to $200.86. On July 4, 2023, a refund of $100.36 was processed to ******************** payment method for the down payment. 
  
  If ****************** believes that loan 2JVY-OFJJ was obtained without her authorization; she is encouraged to follow up to the email sent to her on June 14, 2023, with the completed Affidavit. This will allow for a comprehensive investigation with the added benefit of ******************** input and information. 
  
  Affirm hopes that this information is helpful. In the event that ****************** has further questions, we encourage her to reach out to Affirm via email. 
  

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about May 17, 2023, I attempted to make an online purchase of a Garden Shed. While in the process of making the purchase, Affirm, which I never heard of and thought was part of the ordering process, inserted itself in the middle and was suddenly financing my purchase--despite the fact that I had the entire amount for the purchase on my card. I have no information on the vendor and the infomation provided by Affirm, *********************** LLC, turns out be a garage and doesn't sell sheds opf any kind. Thinking this was part of the purchase, I found myself embroiled in this mess. On may 22, 2023, Affirm collected $122.27 from my account. Noticing this, I called Affirm and asked them about the purchase and about the money that they were collecting from me. I have no information on the vendor, I have not received an order confirmation, and all my efforts to contact *********************** LLC have proven unsuccessful. I have call Affirmed three times and spoken to "representatives" but they have all refused to provide me with the vendor's information or to cancel this mess.

  

  Business Response

  Date: 07/12/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm reviewed his complaint, which states that he did not receive confirmation of his order and cannot get in contact with the merchant. 
   
  Affirms records indicate that loan XYZF-31BZ was processed on May 7, 2023, for a purchase with the merchant, *********************** LLC, in the amount of $489.00. This loan has terms of ****% Annual Percentage Rate (APR) and 4 biweekly payments of $122.25. 
   
  **************** reached out to Affirm on June 1, 2023, through our *********** stating that he had not received confirmation for the order yet and stated that Affirm converted the purchase and took his money. 
   
  Affirm is a financial services technology company that gives customers the flexibility to buy now and make simple monthly payments for their purchases. Unlike payment options that *** have compounding interest and unexpected costs, Affirm customers know upfront exactly what theyll pay with no hidden fees and no surprises.
   
  Affirm is a financing alternative to credit cards and other credit payment products. We offer installment loans. With Affirm, customers can buy and receive their purchases now and pay for it in fixed monthly or bi-weekly payments.
   
  We apologize if this process caused him any concern when requesting his loan. On June 1, 2023, Affirm requested further information from him as well asking him to please provide any further details he *** have in order to open a potential dispute on the loan. 
   
  He called Affirm on June 13, 2023, looking for more information on the merchant and the agent was able to provide the name of the merchant which he did not recognize. He also called the morning of June 27, 2023, stating that he had never received the email confirmation of his order and that he also did not get the request for evidence from Affirm. He asked for it to be sent again
   
  **************** responded to Affirm on June 27, 2023, via secure message later that day, explaining that he did not understand why Affirm was involved with his purchase and he was feeling harassed. On July 5, 2023, Affirm reviewed the case and request and confirmed that the dispute resolution was in ****************** favor. One payment of $122.25 was made to the loan on May 22, 2023, and on July 5, 2023, the payment was refunded back to the original form of payment. Refunds can take 3-5 business days to reflect on the original form of payment.
  
  
  If **************** logs into his Affirm account he will see that he is no longer responsible for this loan. 
   
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:06/27/2023

  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 made two Birkenstock purchases through Affirm loans. One of the loans received a refund on June 13th for $158.42 and another refund on June 20th for $174.80. Only one refund has been applied to my loan. The other loan is accruing 35% interest while Affirm sits on my refund. If not resolved by Friday June 30, 2023, I will file a small claims to recoup my money and time.

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm reviewed his complaint which states his concerns with a refund that did not show on loan BJDA-4YDM.
  
  Affirms records indicate that loan BJDA-4YDM  was processed on May 18, 2023 in the amount of $170.00 for a purchase with Birkenstock. The agreed upon terms included an APR of *****% to be paid over 12 installments of $17.08. The loan received 2 payments in the amount of $17.98 on June 01, 2023 and $152.58 on June 28, 2023. The loan was settled on the same day.
  
  Upon investigating the complaint, Affirm found that the loan was purchased through the Affirm Card. On June 14, 2023, a refund amount of $158.42 was processed by the merchant and the amount was auto transferred to Mr. ************ bank account on file on July 02, 2023.
  
  He can expect the refund to appear on her end in **** business days, depending on his financial institution.
  
  At this time, Affirm kindly advises ************************** to reach out to his financial institution to confirm that the refund was received. 
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm directly via email at ***************************************
  
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20242241
  
  I am rejecting this response because:

  Its inaccurate. Affirm mixed up the two loans for Birkenstock orders I placed. When I called affirm to ask why the refunds (that already appeared in the Affirm app from the Merchant) werent being applied to the loan. They tried to apply it but couldnt. They said the loan ID didnt match. Which was due to them applying the first refund to the wrong loan. Then Affirm tried to clean up their mess by suddenly refunding my bank account INSTEAD of applying the refund to the loan, which is affirm policy to apply refunds to loans. I had to wait for the refund to my bank account to then pay off the loan myself all while interest accrued at 35%! Im paying off my Affirm loans and not using them anymore. Theyre scam artists. 
  It also strikes me as odd that Affirm puts in their response for me to reach out to them by phone or email BUT the entire point of asking for BBB help is BECAUSE calling them didnt work. They couldnt help me because they screwed up and didnt want to admit it. NOT SATISFIED!

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

  

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity in responding to ****************************** BBB rebuttal. Affirm has reviewed ****************************** complaint which states his frustration with the process of having their loan refunded.
  
  For Affirm Cards, if a refund is issued, we will use this credit to fund any pending purchases on your Affirm Card, and then send any remaining amount to your linked bank account within 3 days. If there are no pending transactions the full amount will be deposited into your linked bank account.
  
  On July 9, 2023, an email was sent to ************************** confirming that any applicable refunds towards his loan was refunded back to the linked bank account on his account.
  
  We apologize for any frustration this situation ma have caused for **************************. In the event that he has any further questions, we ask that he reaches out to Affirm directly via email.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20242241
  
  I am rejecting this response because:

   

  it doesnt address the issue that they didnt refund the loan. They refunded me. Causing me to wait for the refund to then apply it back to the loan. That just shows me they dont know what they are doing. Every refund goes back to the associated loan, UNLESS the loan is already paid off then the refund would go to the customer. But in this case they didnt apply the refund to the loan. In fact, it showed they had been sitting on the refund, not knowing I could see in the Affirm app when a merchant refunded affirm. I can see when you received the refund, from whom, etc. Doesnt resolve that this was done completely backwards causing 35% for an additional two day.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:06/26/2023

  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 purchased a table from ***** Decor on May 19, 2023 and financed the table through Affirm. The order was slated to ship and arrive in **** business days based on the information on their website. I went back and forth with their customer service for days to see when I would receive my table. To my dismay ***** Decor's customer service kept giving me the run-around and delaying the table's arrival date. I requested to cancel the order as it would not arrive in time and they sent me an email stating that the order was cancelled and that I would receive a refund. Weeks later and still no refund. I contacted Affirm and attempted to open a dispute with no help from them. I even called Affirm's customer service line to only be told to "contact the merchant". It has been weeks and I have no table and no refund so I am out the money I spent for this. I have been trying to resolve this with Affirm to be given no help and no solution. Every time I open a dispute with Affirm to get my money back, they close it and say I have to wait for the merchant. The merchant has been unresponsive. I think this is very shady as I have documentation of the order cancellation and they won't give me a refund. I don't understand why I should pay a loan on an item that was cancelled and never received.

  

  Business Response

  Date: 07/12/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint which states her frustration with the merchant dispute process. 
  
  Affirm's records indicate that loan AG89-KYB1 with BurkeDecor was processed on May 22, 2023 for $357.00 with a 0% APR to be paid over 3 installments of $119.00.  
  
  ******************** reached out to Affirm regarding the merchant on June 15, 2023 stating that her order was cancelled but she did not receive a refund yet. The ************* team responded to her on the same day and requested additional evidence. ******************** responded on the June 16, 2023 and provided additional evidence. 
  
  On the same, the team reached out to her and informed her that no refund had been processed at that time. The agent also educated her with more refund information. She was advised that until the merchant processes a refund, she would remain responsible for the loan and repayment at the agreed upon terms. 
  
  On June 27th and June 28, 2023, the team advised her that the case was under review. ******************** reached out again on July 04, 2023 for an update. The team responded and informed her that they had reached out to the merchant for further information. 
  
  On July 12, 2023, the team confirmed with the merchant that a refund was due towards the loan and it was processed immediately towards loan AG89-KYB1.
  At this point in time, ******************** is no longer responsible for any payments towards this particular loan. She will also see this reflect on your Affirm account when she logs in. 
  
  Please note, in order to purchase items through Affirm, Affirm pays the merchant upfront on a customers behalf for the total amount of the purchase. All cancellations. Refunds and returns are subject to the merchants policies and Affirm can not process a refund until the it is received from the merchant. As the loan is now closed out with no remaining balance, ******************** is no longer responsible for the loan.
  
  Affirm would like to thank ******************** for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 07/13/2023

  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:06/26/2023

  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 10,2023, I used Affirm to make a purchase at Macys that was immediately canceled by Macys. However, my husbands **** debit card was still charged $56.00 which despite contacting ********** and Affirm, has still not been refunded.

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to respond to Mrs. ****** BBB complaint. Affirm reviewed her complaint which states her concerns with a downpayment refund for loan JW08-GM6Y.
  
  Affirms records indicate that loan JW08-GM6Y was initiated on May 10, 2023 for a purchase of $586.00 with an APR of *****% to be paid over 6 installments of $92.50.  The loan also required a downpayment which was submitted by *************** on the same day.
  
  The loan was never processed and the loan was voided. The loan detail shows that *************** filed a chargeback on the downpayment and is currently showing as in a pending state.
   
  As the chargeback was filed, the payment is no longer within Affirms system. At this time, Affirm kindly advises *************** contact her banking institution directly and check the refund status with them. 
   
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm directly via email at ***************************************
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  4/10/2023 I placed a order with Joybird totaling $5,826.82. At the time of purchase It was advertised I could open a new account with ********************** financing "Your rate will be 0% APR or ****% APR based on credit, and is subject to an eligibility check." I chose to open a new account with ********************** to take advantage of the 0% financing that is still being advertised to date. Despite never receiving my financed order over the course of the 3 months in good faith I made payments on time to Affirm totaling $3,000. On June 23, 2023 months after placing the order we were told ******* was unable to fulfill the order and would be canceling the order and issuing a full refund to Affirm. On June 26, 2023 we were informed ******* had issued the full refund in the amount of $5,826.82 for the canceled order. On June 26, 2023 we received a partial from Affirm in the amount of $2890.61. I would like a full refund for the remainder of the money I have paid to Affirm issued immediately. Evidence would suggest Joybird and Affirm work together to scam consumers out of money by offering 0% interest and then charging interest. The evidence in this case would also suggest Joybird knowingly sells items that are not in stock, forcing consumers to wait long periods to receive their merchandise while charging them interest only to have orders canceled months later.

  

  Business Response

  Date: 07/12/2023

  Thank you for the opportunity to respond to Ms.***** ******************** complaint. Affirm has reviewed Ms.***** ********** which states her concerts with the Annual Percentage Rate (APR) associated with her Affirm loan, and receiving a refund towards the purchase obtained with her Affirm loan.
  
  Affirms records indicate that loan 1O0C-PDCC processed for $5,826.82  on April 10, 2023, for a purchase with Joybird. The agreed upon repayment terms of the loan were 36 installments of $201.81 at an APR of *****% and payment due on the 10th of each month. Affirm received ******** of $1,000.00 on May 7, 2023, May 20, 2023, and June 1, 2023. 
  
  With regard to Ms.***** concerns with the APR amount associated with loan1O0C-PDCC, as stated in her ********** the advertisement on the merchants website states Your rate will be 0% APR or ****% APR based on credit, and is subject to an eligibility check. Affirms records show that when *********** submitted the application for loan 1O0C-PDCC she was presented with term options of 6 installments of $971.14 at an APR of 0%, 12 installments of $525.78 at an APR of *****%, and 36 installments of $201.81 at an APR of *****%. As noted above, the term option that was selected by *********** was 36 installments of $201.81 at an APR of *****%. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. 
  
  On June 23, 2023, *********** contacted Affirm via *********** and explained that her order had been canceled and inquired about a refund. On June 24, 2023, Affirm sent *********** a secure message informing her that at that time, there had been no refunds received towards the loan. This communication noted that it can take 3-5 business days from the time the merchant issued the refund for it to reflect within the Affirm account. 
  
  On June 26, 2023, a refund amount of $5,826.82 was applied to loan 1O0C-PDCC and ************ is no longer responsible for repayment of the loan. Affirm issued refunds two refunds of $1,000.00, and one refund of $890.61 towards Ms. ***** payment method for ******** made on June 26, 2023. ************ was sent automated communication to alert her to the refunds. 
  
  Please note that typically, with Affirm loans paid interest is non-refundable. This is why one of Ms.***** ******** of $1,000.00 was refunded $890.61 as the remaining ****** was for accrued interest. However, given that Ms. ***** order was delayed, not received and eventually canceled Affirm has since issued an additional refund of $****** for the interest charges to Ms. ***** payment method. This refund was issued on July 12, 2023, and will reflect on Ms. ***** end in 3-5 business days. 
  
  Affirm would like to thank *********** for her continued patience throughout this process. In the event that *********** has any further questions, we encourage her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 07/12/2023

  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:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11th, I purchased a flight and hotel package for two people that included a flight from ********* to ********* departing ********* on June 30th at 8:48 am and returning from ********* on July 4th at 11:09 pm and staying at the ********* on Priceline.com in the amount of $1479.34. I used affirm to cover this purchase in which I was approved for this amount and had to pay a down payment in the amount $479.34 and the remaining balance of $1000 to be paid over time. I spoke with a representative from Affirm to explain to them that Priceline does not show a hotel and flight package that I paid for using Affirm. The representative assured me the payment was accepted and processed successfully and provided with the confirmation information to give to Priceline so they could see that the transaction was completed successfully. After speaking with the representative at Affirm, I contacted Priceline regarding my package that is missing the return flight and hotel stay and provided them with information I received from Priceline but the representative continued to state that the could not see anything even though I received a confirmation code from ******** Airlines from my departure flight. This trip was purchased for my sisters birthday celebration and now I have no return flight, no where to stay and out of $1479.34 because Affirm will not cancel or refund the loan nor will Priceline give me a return flight and hotel stay even though it shows where the payment was processed my Affirm. I would like for Affirm to either cancel or refund my loan since Priceline has no record of this transaction being processsd

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm reviewed her complaint, which states she was not able to use her booked Priceline flight home and a hotel stay due to it not reflected on Pricelines end. 
   
  In reviewing **************** Affirm account we could not locate any active loans with Priceline. In reviewing her evidence that she sent in with her BBB complaint, we see that the loan in question looks to be held with a different customer. Because the loan in question is not in her name, Affirm is not able to provide further details on the loan. 
  
  Affirm kindly asks that if she would like further information and resolution on this concern, to please have the owner of the loan contact us directly. We will be happy to review and resolve the matter with the account holder. 
   
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************