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:06/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please assist with making the appropriate correction to a dispute filed on loan id: *********. **************** at Affirm entered a dispute for the entire amount of the loan. The only amount disputed was: $136.43 which was the sales tax charged. I was pretty clear in my message and the relevant documents presented. Thus, it seems to be a simple error that needs to be corrected. Thank you

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm reviewed her complaint, which states she does not want the full loan amount disputed and only the sales tax. 
  
  Affirms records indicate that loan 8JEL-KIU5 processed for $2,085.48 on June 8, 2023, with Maytag-US. The repayment terms of the loan are 12 installments of $173.79 at an APR of 0% and payment due on the 8th of each month.
  
  On June 25, 2023, a merchant dispute was opened, and **************** was advised that the timeline for resolution is 90 days as the loan is needing to be disputed with Affirms virtual card processor. Please note, even though the full loan amount is under dispute, Affirm has notified our virtual card processor that the amount of $136.43 is the amount being disputed. If the dispute is won in ****************** favor, only that amount will be refunded back to the loan. 
  
  Additionally, as of July 11, 2023, Affirm requested further evidence from ****************. She should have received communication from Affirm requesting further evidence to submit to our virtual card processor to further continue their investigation. 
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20238503
  
  I am rejecting this response because:

  On July 11, 2023, the business was provided the additional information requested to the original author at the business named ******. The proof included a screenshot image of two phone call attempts to the merchant and also proof of a Better Business Bureau complaint filed against the business, which is: Whirlpool. The supporting documentation that has been provided to the business is attached to this message for your reference.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity in responding to ******************** BBB rebuttal. Affirm has reviewed ******************** complaint which states her request on a refund towards loan 8JEL-KIU5.
  
  On July 11, 2023, Affirm received documentation from **************** outlining her attempts to contact the merchant regarding her request for her refund.
  
  On July 17, 2023, Affirm opened an official dispute with Affirm's payment processor. The next day, Affirm sent *** ****** an email advising that the information provided was forwarded to Affirm's payment processor and is being reviewed.
  
  **************** was advised that the process could take 90+ days to come to a resolution. Affirm will provide **************** with updates as they become available.
  
  We apologize for any frustration this situation may have caused ****************. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

• Initial Complaint

  Date:06/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm *** , I do not have a contract with Affirm.com , they did not provide me with original contract as i requested

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her request for Affirm to remove the credit reporting of her Affirm loan.
  
  Affirms records indicate that loan 1B0E-L60V processed for $781.82 on May 3, 202, for a purchase with Flyus. The agreed upon repayment terms of the loan are 3 installments of $180.62 at an APR of *****% and payment due on the 3rd of each month. The loan required a down payment of $254.09 that was submitted on April 30, 2021. On October 2, 2021, loan 1B0E-L60V was charged off after having an overdue balance for 120 days.
  
  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. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon charge-off, Affirm placed the loans with one of Affirm's third-party collection partners,***********, for continued management. At this time, ************** will need to contact *********** at 866-611-2731to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm received a dispute through E-***** concerning the accuracy of the information furnished on June 26, ****; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************* on June 29, 2023. 
  
  Affirm has no record of receiving direct contact from **************. Upon origination of the loan, ************** electronically accepted/signed a Truth in Lending Agreement. This document is available to ************** at any time within her Affirm account. To access loan agreements online, visit ******************************************** and access your Affirm account. Once you are logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which ************** agreed to upon account creation and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which ************** consented to and approved when she obtained Affirms loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ****** request to remove credit reporting for loan 1B0E-L60V.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:06/25/2023

  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 went through the Affirm loan services to order an autopart back in September of last year, and I have reached out to the company that is supposed to send the part and Affirm about not receiving the parts, they haven't been able to get back to me on when to expect the parts or if/ when a refund will be provided. please help!

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concerns with receiving a refund for his purchase obtained with an Affirm loan.
  
  Affirms records indicate that loan EXLE-IV9Q processed for $1,943.99 on September 6, 2023, for a purchase with mbenzgram. The repayment terms of the loan are 12 installments of $189.51 at an APR of *****% and payment due on the 6th of each month. Affirm received the final payment from **************** on February 26, 2023, and the loan reflects within his Affirm account as paid in full. 
  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 a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. To date, there have been no refunds received towards loan EXLE-IV9Q. 
  
  On May 17, 2023, Affirm received contact via help center from **************** where he explained that the merchant had been unresponsive to his attempts to contact them regarding his purchase. Affirm sent **************** a follow up message on the same day requesting documentation for review. **************** followed up on May 18, 2023, and again explained that the merchant had been unresponsive to his contact attempts and he did not have documentation indicating when the shipment was supposed to have been delivered. 
  
  Affirm sent another follow up on June 8, 2023, explaining that while the purchase is outside of Affirms 60 day dispute window, an internal dispute could not be opened, but that Affirm would still like to assist with facilitating a resolution. This communication also requested that **************** provide documentation for Affirms review and noted that once received Affirm would be able to contact the merchant directly on Mr. ******* behalf. Affirm has not received a response to this message. 
  
  At this time, Affirm would like to encourage **************** to follow up to the June 8, 2023, message sent to him with any relevant documentation he may have. This can be in the form of his attempts to contact the merchant (even if he did not receive a response), correspondence showing shipment was delayed or canceled, copy of any customer/merchant communication history (email, chat support, SMS texts/alerts, or any additional documentation he may have that would be relevant to the situation. From there, Affirm will review and attempt to assist with facilitating a resolution. 
  
  Additionally, Affirm has been informed that the merchant has updated their refund portal. If **************** has not done so already, Affirm encourages him to submit a refund request with the merchant directly by navigating to the following link: ********************************************
  
  The merchant can also be contacted by emailing **************** directly. 
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via ************************************************************
  
  
  

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20234620
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/19/2023

  I have reached out to both affirm and the merchant.. the merchant won't even email or call back.. 

  

  Business Response

  Date: 07/20/2023

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal complaint. Affirm has reviewed Mr. ******* complaint, which states his concerns with receiving a refund for his purchase obtained with an Affirm loan.
  
  Affirm has reviewed the account and had sent a follow up on June 8, 2023, explaining that while the purchase is outside of Affirms 60 day dispute window, an internal dispute could not be opened, but that Affirm would still like to assist with facilitating a resolution. This communication also requested that **************** provide documentation for Affirms review and noted that once received Affirm would be able to contact the merchant directly on Mr. ******* behalf. As of July 20, 2023, affirm still has not received anything from ***************** 
  
  At this time, Affirm would like to encourage **************** to follow up to the June 8, 2023, message sent to him with any relevant documentation he may have. This can be in the form of his attempts to contact the merchant (even if he did not receive a response), correspondence showing shipment was delayed or canceled,copy of any customer/merchant communication history (email, chat support, SMS texts/alerts, or any additional documentation he may have that would be relevant to the situation. From there, Affirm will review and attempt to assist with facilitating a resolution.
  
  Additionally, Affirm has been informed that the merchant has updated their refund portal. If **************** has not done so already, Affirm encourages him to submit a refund request with the merchant directly by navigating to the following link: ********************************************
  
  The merchant can also be contacted by emailing **************** directly.
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20234620
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/25/2023

  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 4/5/2023, I filed a fraudulent transaction dispute with affirm as a $2700 loan was done on fraudulent terms. A representative called from an affirm phone number claiming to be a representative of the firm and said My account had been compromised. He told me that in order to stop the transaction, I needed do a loan that said refuse 2020 for my available credit. Upon completion, I called affirm back to confirm that my account my account was on restriction, and I was told no affirm representative contacted me and that I'd been scammed. I immediately reported this as fraud but was told the transaction couldn't be stopped. I received 2 emails from affirm stating it was being worked on. I followed up with representatives every two weeks and even made the payments of over $900 each month. They told me it would take over 90 days. Some reps told me I needed to make a payment and some said I didn't, but I made these payments on time because I didn't want my credit affected. On June 8th, a rep told me a resolution would be reached by June 23rd. I called on the 23rd since I received no email update that a resolution was reached. A rep told me the resolution had been closed with no explanation. That rep reopened it, and told me it maybe another 30 days before a resolution is reached. This has been so frustrating as I haven't been updated since April 6th and I'm still paying for a charge I didn't make. In addition, I can't use my affirm account even though I've made every payment on time on even the ones I didn't make. Please help.

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm reviewed her complaint, which states she was scammed into taking out an Affirm Virtual Card and it has been disputed but the process is taking a long time. 
  
  Affirm's records indicate that loan 3A20-K1GV was processed on April 7, 2023, for a purchase with an Affirm Virtual Card labeled, refuse **** in the amount of $2,720.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $955.99 due on the 7th of each month. 
  
  ************ first contacted Affirm by phone on April 5, 2023, explaining that she was called by an Affirm agent stating that she needed to create a virtual card because someone was trying to fraudulently make purchases under her name. In doing so, the card was then used fraudulently to make purchases with a merchant she did not recognize. The Affirm agent explained that they would open an unauthorized activity request and escalate it for review. 
  
  Affirms Account Safety team reached out via email to ************ on April 6, 2023, to let her know that we had opened a dispute  with our virtual card processor and that the process can take up to 90 days and that while the loan is in dispute, ************ was still responsible for repayment until a resolution was found. ************ emailed, asking for an update on April 8, 2023. 
  
  ************ called again on April 15, 2023, looking for any additional information on her dispute. The Affirm agent she spoke with advised her that the request was with the appropriate department and advised the timeline could take up to 90 days to resolve. She then asked that while the loan was being disputed, would she need to make payments on it. The Affirm agent advised her she would not be able to make payments while the loan was being disputed. 
  
  Affirm would like to apologize for this misinformation that was provided. Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when calling in.
  
  ************ called Affirm on May 5th, June 8th, and June 23, 2023, requesting further updates and to see what was taking so long on the request. She was advised that the case was with the correct department and that the loan was in dispute with our virtual card processor and the process can take up to 90 days. 
  
  On July 6, 2023, Affirms Account Safety Team advised ************ via email that we are still working on the request, and she replied thanking us for the update. 
  
  We apologize for the delay in resolution and Affirm thanks her for her patience throughout this process.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20234240
  
  I am rejecting this response because:

  It has been more than 90 calendar days since making this dispute.  In addition, I have made every payment and paid off the loan (on time I may add), while being given inaccurate information by affirm.  I only received my latest response because Affirm realized I reached out to BBB.  I need a resolution and refund since my 90 days are up.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity in responding to **************** BBB rebuttal. Affirm has reviewed **************** complaint which states her concerns with regards to her request of a refund towards a loan she claims was not authorized by her.
  
  As previously stated to ************ on July 6, 2023, she should be aware that these disputes can sometimes take over 90 days to resolve. Currently, our payment processor is actively disputing the charges associated with loan 3A20-K1GV. Once Affirm has an update on the outcome of the dispute, we will reach out to ************ with additional information as well as next steps.
  
  We sincerely apologize for any frustration this situation may have caused for ************. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20234240
  
  I am rejecting this response because this has taken extremely longer than 90 days to resolve when it was reported as fraudulent on the day the loan was taken out.  I need an immediate resolution to the issue.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/07/2023

  Thank you for the opportunity to respond to ************** BBB complaint rebuttal. Affirm has reviewed ************** rebuttal, which states her concerns with the timeframe for Affirm to complete the investigation into her report of unauthorized activity. 
  
  
  Affirm acknowledges that this process is lengthy and thanks ************ for her continued patience throughout it. Affirms message sent to ************ on April 6, 2023, informing her that the dispute had officially been opened did advise that the dispute process can take up to 90 days, or longer in some cases. 
  
  At this time, Affirm can confirm that ************** dispute with Affirms payment processor is ongoing. Affirm will be providing updates to ************ on the status of her case as they become available. Again, Affirm thanks ************ for her continued patience throughout this process. 
  
  In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20234240
  
  I am rejecting this response because:
  

  I was told in the beginning that this would take 90 days.  I've called in several times and get a different response from different representatives.  I was even told on my last call (which I always have to call Affirm to get any response) that the case was closed.  Reps are not well trained and supervisors have no answers.  This process is totally unacceptable.

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

• Initial Complaint

  Date:06/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AFFIRM **** I do not have a contract with MSR *** LLC. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to Mr.************ ******************** complaint. Affirm has reviewed Mr.************ ********** which states his concerns with the credit reporting of his Affirm loan. 
  
  Affirms records indicate that loan KCM1-5HSY processed for $586.89 on November 29, 2021, for a purchase with StockX. The agreed upon repayment terms of the loan are 12 installments of $57.21 at an APR of *****% and payment due on the 29th for the first two installments, and payment due on the 28th for the remaining 10 installments. On July 27, 2022, loan KCM1-5HSY was charged off after having an overdue balance for 120 days. 
  
  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. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  As stated in Section 2 of Affirms Terms of Service, Servicing & Collection: You agree to allow Affirm to send you payment reminders from time-to-time. Notwithstanding whether you have consented or withdrawn your consent to the Affirm E-Sign Consent, you agree that payment reminders may take the form of any available communication, subject to applicable law. You also agree that if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency, or taking legal action. FAILURE TO PAY *** AFFECT YOUR CREDIT SCORE.
  
  Upon charge-off, Affirm placed the loans with one of Affirm's third-party collection partners,*******, for continued management. At this time, ************************** will need to contact ******* at ************ to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm received a dispute through E-***** concerning the accuracy of the information furnished on June 26, 2023; Affirm will investigate and communicate the results to ************************** on or before the due date of July 18, 2023. Due to the fraud claim in the dispute, Affirm's Account Safety Team will also investigate the account. 
  
  ********************** does not have a record of receiving direct contact from ************************** to report the loan as unauthorized. If ************************** believes this loan is unauthorized, he is encouraged to complete Affirm's web form which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************
  
  
  Upon origination of the loan, ************************** electronically accepted/signed a Truth in Lending Agreement. This document is available to ************************** at any time within his Affirm account. To access the loan agreements online, visit ******************************************** and access your Affirm account. Once you are logged in, navigate to the Pay tab and select the desired loan. In the Loan Timeline section, select Loan Terms. This will open the Truth in Lending Disclosure for that particular loan. As stated in Affirm's Terms of Service which ************************** agreed to upon account creation on and every time he applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as Mr. ************ Loan Agreement which he consented to and approved when obtaining Affirms loan. 
  
   At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr.************ request to remove credit reporting for loan  KCM1-5HSY.
  
  In the event that ************************** has any further questions, we encourage him to reach out to Affirm via ************************************************************
  

• Initial Complaint

  Date:06/25/2023

  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.

  Re: Account # VXTPXXXX I am writing to challenge the accuracy and compliance reports about this account. Based on the information being reported to my consumer reports the information is being reported is not accurate. The terms of this account were met. ********************** only gives terms of 3-months, 6-months and 12- months. The account was opened on Jul '17. The account was reported as current / terms met; Aug '17, Sept '17, Oct '17, Nov '17, Dec '17, Jan '18, Feb '18, Mar '18, Apr '18, May '18, June '18, Jul '18, Aug '18. That is 13 months of on time payments, on a 12 month term. This account should have been updated with the status of paid/closed/never late. Paid 13months on 12 month terms looks like I over paid. Please send over payment to my mailing address on record.Sept '18, Reported 30 days late which is not accurate. (Delete immediately).Oct '18, Reported 60 days late which is not accurate. (Delete immediately).Nov '18, Reported 90 days late which is not accurate. (Delete immediately).Collection Account currently reported as of Jun '23 late which is not accurate. (Delete immediately).The account mentioned above was never verified to meet reporting standards. The data preceding it was never verified to be accurate, complete, or up to date.

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm reviewed his complaint, which states he believes his loan is reporting inaccurately to the credit bureaus.
  
  Affirm's records indicate that loan VXTP-1OAI was processed on July 20, 2017, for a purchase with the merchant, Tires Easy, in the amount of $341.12. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $32.42 due on the 20th of each month. 
  
  The loan received 11 on time payments from August 8, 2017, to June 20, 2018. The July 20, 2018, payment was attempted for $32.43 however the payment failed. The loan received no further payments and on November 18, 2018, and the loan charged off to Affirms third party collections agency, **********. ********** can be reached at ************* for any questions or to schedule payments.
  
  Affirm received two FCRA disputes on June 10 and July 3, 2023, and after investigation, we found the loan was reporting accurately. Affirm also received a physical letter dated June 6, 2023, on June 15, 2023, requesting loan verification. Affirm responded with the requested loan verification on  June 21, 2023.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline his request regarding his credit reporting for loan VXTP-1OAI.
   
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20233478
  
  I am rejecting this response because:

  I am concerned about the validity and accuracy of your recent investigation of the accounts that are reporting on my credit report. About 30 days ago I requested an investigation because I felt the item(s) below were not being reported legally.
  Now I received this message stating that your investigation was complete and the items listed above were Verified. My legal name is NOT *********************. I only have one legal name and my name does not deviate.  I have never signed a contract with Affirm. Furthermore no proof as been provided show my responsibility of payment. 

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

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to ****************** BBB rebuttal which states his concerns regarding a message that notified him the identity was verified. 
  
  In the rebuttal, **************** states that the account was unauthorized. Affirm found that **************** had not contacted them directly prior to this BBB complaint regarding unauthorized activity. If **************** believes the account is unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, please see the following link: ******************************************************************************.
  
  For his convenience, Affirm has attached a copy of both Truth in Lending Agreements and Loan Verification Letters to the email on file. Together these documents validate the debt he owes and the outstanding amount due.
   
  In the event that **************** has any further questions or concerns, Affirm encourages him to reach out directly via email or by visiting *****************************************************************;
  
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20233478
  
  I am rejecting this response because:

  The data provided by the documents Affirm provided has not been certified to meet reporting standards. The data is not complete, accurate, or up-to-date, and no evidence has been supplied to confirm compliance with any consumer protection laws.

  "Affirm found that **************** had not contacted them directly prior to this BBB complaint regarding unauthorized activity. If **************** believes the account is unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, please see the following link: ******************************************************************************."

  This is not true. I contacted Affirm via Certified Mail Receipt #**********************, dated 6/9/2023 (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf). I also sent a communication through the website which informed me I would hear back in ***** hours and this never happened as well. 

  "For his convenience, Affirm has attached a copy of both Truth in Lending Agreements and Loan Verification Letters to the email on file. Together these documents validate the debt he owes and the outstanding amount due."

  Affirm send me a document that does not have my full legal name and does not have any form of signature. The phone number affirm is reporting on me is not a number associated with me. (see attached, notmylegalname.pdf).

  See my ID as proof of ID (see attached, ***************************************pdf)

  "In the event that **************** has any further questions or concerns, Affirm encourages him to reach out directly via email or by visiting ************************************************************"

  Affirm is reporting 13 on time payments, Starting August 2017 thru Aug 2018. (Payment in full on a 12 month term, reporting over payment of 13 on time payments.) (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).
  Affirm owes me a refund for over payment. (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).
  Affirm reports 30 days late; September 2018 (14 months later on a 12 month term.)  (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).
  Affirm reports 60 days late; October 2018 (15 months later on a 12 month term.)  (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).
  Affirm reports 90 days late November 2018 (16 months later on a 12 month term.)   (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).
  Affirm reports Charge off account December ******** months later on a 12 month term.)   (see attached, CERTIFIED-MAIL- RECEIPT-Reporting.pdf).

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

• Initial Complaint

  Date:06/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Affirm. I do not have a contract with Affirm **** They did not provide me with the original contract or itemized receipt as I requested. I am a victim of identity theft.

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm reviewed her complaint, which states she believes she has loans that were unauthorized on her credit report. 
   
  Affirm found 5 loans in question. Out of those loans, 3 have been reported and 2 are not furnishable loans and have not been reported to the credit bureau. 
  
  The following 3 loans are reporting to the credit bureau, and all have been charged off due to not receiving payment for 120 days. Loan TDN7-E6V5, charged off to Affirms third party collections agency, ******* Technologies on May 16, 2022. ******* can be reached at ************ for any questions or to schedule payments.
  
  Loans QD94-A6BE and V2XB-10WO, charged off to Affirms third party collections agency, ********** on May 17, 2022, and May 26, 2022. ********** can be reached at ************** for any questions or to schedule payments.
  
  Loans CGPB-V9TX and XX08-SP06 also charged off to Affirms third party collections agency, ********** on April 27, 2022, and April 29, 2022. Please note these two loans are not reporting to the credit bureaus as they are non-furnished loans. 
  
  Affirm has not received any direct contact from **************** to date. Affirm received 3 FCRA Disputes for loans TDN7-E6V5, V2XB-10WO, and QD94-A6BE on June 26, 2023, and after investigation, we found the loans were reporting accurately.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline her request regarding her credit reporting for loans TDN7-E6V5, V2XB-10WO, and QD94-A6BE.
  
  If **************** believes this loan was unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ******************************************************************************
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:06/24/2023

  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 DECIDED TO CHANGE MY ADDRESS, AFFIRM STARTED USING **** DATABASE FOR PHYSICAL ADDRESSES TO VERIFY. I LIVE IN A NATIONAL FOREST WHERE THEY DO NOT DELIVER MAIL TO THE HOUSE, YOU ARE REQUIRED TO HAVE A PO BOX, AS **** LOCAL OFFICE WORK AROUND IS TO USE, **************************************************************************. WHEN AFFIRM STARTING USING THE NEW SOFTWARE IN THE BACKGROUND, THEY CUT OFF THE ABILITY TO USE THE PLATFORM AS A BUSINESS. SINCE I NO LONGER HAVE A VALID ADDRESS, EVEN THOUG IT WORKED FOR LAST 1.5 YEARS, IT IS NOW A PROBLEM. I HAVE NO ADDRESS, THEN I DO NOT EXIST, HENCE THE LOANS WITH THEM DO NOT EXIST, THEY WILL NOT GET ANOTHER DIME, UNTIL THEY CLOSE MY ACCOUNT AND SEND ME A FINAL BILL, YES TO THE ADDRESS THEY SAY NO LONGER EXISTS. THIS BS FROM THIS COMPANY NEEDS TO BE ADDRESSED. WHAT A S***** WAY TO PENALIZE 100% DISABLED VETERANS.

  

  Business Response

  Date: 07/10/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm reviewed his complaint, which states he is not satisfied with the update address process with Affirm and needs his address to reflect his mailing address and not the ** Box. 
   
  ****************** called Affirm on June 24, 2023, to explain that he was able to use Affirm but since we have updated our verification process to go through ***** he is no longer able to use his account the way he used to. The agent reviewed and found that ****************** needed the mailing address to reflect his physical address and not the ** Box. This is due to the fact that certain merchants will not accept delivery to a ** Box. 
   
  On July 5, 2023, Affirm reached out to ****************** to request that submit his driver's license through a secure link, to be able to update the mailing address to the ***** physical address. ****************** replied stating he would not be doing this. Affirm replied explaining that in order to verify the physical address for the update this portion would need to be completed. He replied again the same day stating he would not be doing this. 
   
  Affirm is able to update Mr. ******** mailing address as he is requesting, if he is willing to submit the documentation as requested then Affirm will review and update if approved. We kindly ask for ****************** to call Affirm and we can assist with a new secure link, as the previous one sent has since expired. 
   
  Additionally, if ****************** still wishes to close his Affirm account; he is able to do so once all loans have been paid in full. The account is able to be closed 30 days after the final payment has been received. Once the account is closed, he will no longer be able to access his account, including information in the account about his prior Affirm loans, and while his account is closed, he will not be able to create a new account or obtain an ********************** loan.
   
  If he has any additional questions or concerns, please visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week. 
   
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am reaching out to the BBB because I am concerned that Affirm is not taking my complaint about potential fraud seriously enough. The situation started when I was interested in purchasing an air purifier through an Affirm installment plan. I was unable to do so because the system found that my SSN was already in use in an existing account. Thinking I may have created an account with them earlier that I had forgotten, I tried to find / update my details and was disturbed to discover that someone with an email address in the format g*@gmail.com and phone number in the format (xxx) xxx-**** is using my SSN. There are two problems. The lesser is that I cannot create an Affirm account. The greater concern is that someone appears to be using my SSN on Affirm and potentially creating credit score or other similar problems for me. I would like the cooperation of Affirm so I can file a police report by having them provide the details of the fraudster who is using my details to the ***** I created an Affirm fraud report online with case number ******** on May 25. The response was that they did not find my details. I then called again and asked to speak to a supervisor who took more details and sent them to the fraud team. Not hearing back, I called back June 7 to complain I had not been called back. The representative said they had 30 days to respond but due to my concern said I would be called in the next 3-5 days. That did not happen. On June 23 I received an email stating ref:_00D3t2RA6B._5007V2PdTbv:ref "Thank you for your patience as we look into the matter. We understand your frustration, but at this time, we are unable to process your request on your Affirm account due to a technical issue. We're currently working on a fix for this issue, and we're sorry for any inconvenience this may have caused. In order to complete your purchase, you will need to choose another form of payment. Please let us know if you have any additional questions." I am not reassured.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to Mr. *********** BBB complaint which states his concerns with unauthorized activity. 
  
  Upon reviewing his complaint, Affirm found that he reached out on May 25, 2023 stating an account was opened with his information without his consent. An Affirm agent followed up with him on the same day requesting additional information to further investigate his claim. 
  
  On June 07, 2023, ************************ called in regarding the issue . On June 22, 2023 the team followed up with him and informed him that due to a technical issue, the request could not be processed.
  
  Affirm investigated his concerns regarding credit reporting and found no past or present loans with the information ************************. If he is in possession of proof showing that there were any loans or negative reporting in relation to Affirm, Affirm kindly asks that he submit it directly by replying to to case 20845105.
  
  In the meantime,  ************************ must find an alternative form of payment to complete his purchases as Affirm is unable to bypass the technical issue.
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm directly via email.
  
  

• Initial Complaint

  Date:06/23/2023

  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 received an email about an offer Affirm was having. The offer was $20 off a $100+ purchase at ***** I activated the offer and made a $120 purchase at **** with the assumption that I would get $20 off. I received an email stating that I would get a $20 credit on my payments. I never received this credit and ended up paying the entire $120 balance to avoid late fees while it was resolved. When getting in touch with their customer service I was told a case would be opened. When the case was opened I was told I would receive an update within 7 days. It has now been more than 20 days and still no resolution. I have uploaded relevant evidence to their site to have this resolved as soon as possible and yet nothing has been resolved. I also contacted customer service today and the agent disconnected from the chat suddenly.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to ****************** complaint. Affirm has reviewed ******************** complaint, which states her concern regarding the $2**** promotional credit for her loan. 
  
  Affirm records indicate that ******************** Virtual Card loan R2YB-015K with **** processed on May 14, 2023 in the amount of $12**** with ****% APR. The agreed-upon repayment terms were for 3 payments of $2**** made biweekly. 
  
  On May 14, 2023, ****************** reached out to Affirm and asked when the $2**** promotional credit that she saw in an advertisement would be applied to her loan. Affirm encouraged ****************** to either reach out to the merchant directly or to allow a few days for the credit to be applied. 
  
  ****************** reached back out on June 1, 2023 and stated that the credit still had not been applied. ****************** provided Affirm with copies of the emails she had received and confirmed that she had activated the promotion. 
  
  Affirm investigated ******************** issue and issued the $2**** credit to her loan on July 6, 2023. A refund of $2**** was sent back to her original payment method on the same day, as ****************** had settled her loan on June 12, 2023. Affirm asks that ****************** please allow 3-5 business days for this refund to reflect in her bank account. 
  
  We sincerely apologize for any inconvenience this delay may have caused. In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 
  
  

  Customer Answer

  Date: 07/07/2023

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