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:06/23/2023

  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.

  On or about June 7, 2023 a loan was approved through merchant Maytag in the amount of $2,085.48. The loan ID is: *********. On, June 9, 2023, I contacted ********* at the merchant to receive the $136.43 credit for sales tax charged. The merchant is aware that the **************** has a one year tax free holiday for appliance purchases. The merchant advised "not to worry the credit will process in a few days". It has now been 14 days, with no credit. Documentation proof is attached showing the sales tax charged and the tax free holiday for my State. I know Affirm will attach the usual cut and paste script of "Please note, Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, cancellation and order fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards a loan, Affirm will credit the loan balance for that amount" Affirm can still either reach out to the merchant or issue a charge back for the said amount back to the merchant.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** additional BBB complaint, which states her continued concerns with loan 8JEL-KIU5.

  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.
  
  During ****************** initial BBB complaint, she was  advised that her loan was outside of the 60 day timeframe and no longer eligible for a formal dispute. They also advised her to reach out to the merchant for further resolution.
  
  On June 23, 2023, it appears that a courtesy case was escalated on her behalf and the case is under review as the team is investigating the issue. Once the team completes their investigation, they will reach out to **************** directly. 
  
  Affirm would like to thank **************** for her patience. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20229634
  
  I am rejecting this response because:

  I would like to clarify an error made by the author of the prior message to the BBB from the business. The writer claimed that I was notified that I was outside of a 60 day period to submit a dispute, I never was notified of this, and in fact the writer advised that the charge processed on June 8, 2023. Therefore, 60 days from that date would be August 8, 2023. Therefore, based on the posting date of the sale, I submitted my original billing dispute in the time parameters allotted.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to ****************** BBB rebuttal which states her concerns with the previous response.
  
  Affirm would like to sincerely apologize for the mistake in the response regarding the dispute window. **************** is correct and her dispute was initiated well within the timeframe.
  
  According to the case details, the case is still under investigation. Once the team has an update they will reach out to her directly via email.
  
  In the event that **************** has any further questions or concerns, Affirm encourages her to reach out directly via email at ***************************************
  
  

• Initial Complaint

  Date:06/23/2023

  Type:Order 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 have never used the affirm company to apply for a loan (June 05,2023). I used **********************'s monthly installment plan to pay for a service, but they led me astray . I raised a question when I noticed the loan was in my name. Affirm informed me that I had to pay the sum because I had used the service after all the verification. Furthermore, ********************** confirmed that I had already used the service. But aside from the introduction session (Before June 05, 2023), I never went as far with the service.What to do is a mystery to me. I've filed a complaint regarding the same loan once more. But I could not able to see in my account. Could you please help me to resolved this issue. It will be really helpful for me and for my mind.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to *************************** BBB complaint regarding credit reporting in relation to Affirm loan JV0A-6V8D  with ****************.
   
  On June 05, 2023,  *************************** reached out regarding the purchase, stating it was unacceptable.  The team reached out to the merchant on their behalf and the merchant stated that the order has been used. The customer provided additional information and documentation on June 06, 2023. The customer followed up on June 23, 2023 to report that they did not apply for the loan themselves and the merchant had misled them. The case was initially resolved in the the merchant s favor as they provided signed documentation. *************************** disputed the statement and informed the tea, that the merchant had them sign the documentation immediately. 
  
  The team then advised the customer to report unauthorized activity though the provided link. After careful review, the Account Safety team found that they were not responsible for the loans. The team informed them of the findings  on July 07, 2023.
  
  The loan were marked unauthorized and the account was flagged for their security. *************************** was also informed that they were not be held responsible for the Affirm loan(s) made in their name, and if furnished, the loan(s) will be removed from their credit report in our next reporting cycle. Please note most updates take ***** days, but in some circumstances may take longer.
  
  In the event that *************************** has any further questions or concerns, please feel free to reached out directly via email or call affirm at ************. ******** care representatives are available to take your call between the hours of 7 am and 10 pm CST seven days a week.
  
  

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I want to start by thanking the BBB for handling my complaint and assisting naive people like me in finding a solution.
  Second, I appreciate Affirm for taking the time to consider my application again after learning about my circumstances. According to Affirm information, I am no longer held accountable for the **************** Loan (ID:JV0A-6V8D). I feel so much relief right now. The Affirm  Account Safety team has my sincere gratitude for considering my request.
  
  Sincerely,
  
  ***************************

• 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.

  Loan was issued for merchandise that I did not receive. I paid a downpayment and first month installment to Affirm. I never received the merchandise from the merchant and reported a complaint to both ************************* and Affirm. Per *************************, and confirmed by Affirm customer service, all monies $5222.80 was returned to Affirm due to the fact I didnt receive the merchandise for which the loan was issued. On June 16, when I contacted Affirm again due to no resolution, Affirm reported the loan to experian. Clear retaliation for complaining. Although I asked Affirms reps several times about payment and reporting I was assured that because this was in dispute I cannot make any further payments and it will not be reported. One rep actually walked me through the Affirm app and instructed me that I cannot even make a payment as the app will not allow it while in dispute. It is clear that because I complained about the scam both ************************* and Affirm was subjecting me to Affirm reported the loan (although I did not receive the merchandise for what the loan was issued) to experian. I was told by affirm that although they have received the money back from ************************* that they will not have a resolution until no later than 8/30/23. So I never received the merchandise, the money was returned to Affirm AND the loan was in dispute they still reported this to experian and I am still awaiting the closing of loan. This is a scam between these companies and this is happening at the height of economic issues. I have submitted all documents requested, I now have involved my bank to dispute the charges that I have already paid to Affirm downpayment and first month(although again never received the merchandise) $1688. I never received the merchandise therefore I am not responsible for this loan. And Affirm has received all $5222.80 back from the merchant but reported it to experian and is not resolving the dispute.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the refund for her loan. 
  
  Affirm records indicate that Ms. ******* ******************* loan 9NXM-YYL7 processed on April 3, 2023 in the amount of $5,225.80 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $382.08 on the 3rd of each month. A down payment of $1,306.45 was made on February 20, 2023 and a payment of $382.08 was made on May 3, 2023. 
  
  On May 4, 2023, **************** advised that she did not receive her package and that she had reached out to both the carrier and the merchant. Affirm opened an official dispute on May 5, 2023. When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation. 
  
  The merchant followed up with Affirm and advised that once the return was received, the loan would be refunded. Affirm received the refund from the merchant and resolved Ms. ******* dispute in her favor on July 7, 2023. **************** was refunded her payment of $382.08 back to her original payment method. As the down payment of $1,306.45 was charged back with Ms. ******* financial institution, she will need to reach out to them directly about receiving those funds. 
  
  As a result, **************** is no longer responsible for the repayment of this loan. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 
  
  

  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:06/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *********** Machine from ***************************** LLC with a loan from Affirm. When I didnt receive a confirmation of purchase or a shipping date I contacted Affirm. They gave me an *********** address of seller to contact. Multiple emails sent without ************** address was a jewelry company, which was also invalid & couldnt make contact.. called Affirm to start a dispute. Gave them all correspondence dates etc & they started a dispute investigation. After a month I received their denial of my dispute & informed I must pay the loan in full even though I never received my purchase.. I dont want to destroy my excellent credit so have made one monthly payment an amount that was overdue & have filed this complaint in hopes of getting my refund & to warn others of these bad business practices . I feel Affirm is complicit in this scam.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to Ms.  PoletzMcCalls BBB complaint. Affirm has reviewed Ms. ************* complaint, which states her concerns with a purchase obtained with an Affirm loan. 
  
  Affirms records indicate that loan 1S7T-ASHJ processed for $379.00 on May 11, 2023. The repayment terms of the loan are 6 installments of $63.17 at an APR of 0% and payment due on the 11th of each month. 
  
  
  On May 30, 2023, Ms.************ contacted Affirm via *********** and completed Affirms form for reporting unauthorized activity. This prompted the creation of an unauthorized activity case that was forwarded to Affirms Account Safety Team for review. On June 22, 2023, the Account Safety Team sent Ms.************ an email informing her that based on their investigation they had determined that she would remain responsible for repayment of loan 1S7T-ASHJ.
  
  Please note, the unauthorized activity form that Ms.************ completed is intended to be used for reporting fraudulent activity, or loans obtained without the authorization of an Affirm customer. This is not the correct case type for the situation that Ms. ************ has encountered with her purchase. As noted in Ms. ************* BBB complaint, she had authorized the transaction when submitting her loan application, but has since been unable to reach the merchant and is yet to receive the order. 
  
  In this situation, Affirm is able to assist through the merchant dispute process. On July 7, 2023, Affirm sent Ms. ************ a secure message to inform her that a dispute has officially been opened. This communication notes that Affirm has received the evidence provided by Ms. ************* and asks that she allow 15 days for the dispute investigation to be completed. Affirm will be providing updates to Ms. ************ as they become available. 
  
  Affirm would like to thank Ms ************ for her continued patience throughout this process. In the event that Ms.************ has any further questions, we encourage her to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:06/22/2023

  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.

  On 5/13/23, I made a purchase using Affirm. *** term of the loan was 18 months and a monthly payment of $340.67. On June 15, 2023 I made a payment of $1400 hoping to reduce the monthly payments on my loan; however, the term of the loan was reduced instead, leaving me with the payments of $340.67. I tried reaching out to affirm the next day through chat to request a refund of the $1400 and to continue with the set payments, but the chat kept sending me in circles and did not connect me with a rep. *** website did say they were having a system outage. I sent an email to ******************************* asking for a refund of the $1400 if the monthly payments would not be able to be adjusted but I received an automated response stating they were not monitoring that inbox and giving me links to their FAQ's. That email did not give me information on how to actually contact them or a valid email address. I reached out again through chat on 6/19/22 and was able to chat with a rep ****** She said the refund option was no longer available because it was past their 3 day grace ******* I explained to her that I had been trying to contact them through chat and email the very next day. Since she could not help me I asked to submit a complaint. She said she would escalate my call and that somebody would be reaching out to me within 3 days. No one reached out to me so I was able to find an 800 number to report fraud and that is how I was able to get a hold of a live person. I spoke to ******* and then a **** on 6/22/23 but they could not help me. In essence **** agreed to submit my complaint but I was informed that it would take 14 days to receive a resolution via email. My issues are the following: 1) I entered into an 18 month loan agreement with them. *** term of the loan should be respected. If giving a higher monthly payment was going to change the term of the loan, I should have been alerted or given an option 2) I submitted a request via email within 3 days, I should receive a refund.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed your complaint, which states your concerns with receiving a refund for a payment made towards her Affirm loan. 
  
  Affirms records indicate that loan 1ZTO-O75H processed for $5,033.63, for a purchase with Chrono24. The agreed upon repayment terms of the loan are 18 installments of $340.67 at an APR of *****% and payment due the 15th of each month. The loan required a down payment of $143.63 that was submitted on May 13, 2023. 
  
  On June 15, 2023, Affirm received the first payment towards the loan, in the amount of $1,400.00. 
  
  When a payment in excess of the amount due is received, the loan will adjust to fewer monthly payments, a smaller final payment amount, or both. In the case of loan 1ZTO-O75H, the total amount of payments was reduced from 18 to 15 (including the 6/15/23 payment for $1,400). The payment also resulted in the final payment amount being reduced from $340.67 to $163.13. 
  
  On June 19, 2023, Affirm received contact from ************ contacted Affirm via chat and explained that she wished to keep the loan at 18 installments. The Affirm agent that spoke with ************ explained that the payment may result in a lower final payment, fewer payments overall, or both. ************ then requested that the payment of $1,400.00 be refund. The Affirm agent that spoke with ************ confirmed that refund requests must be made within 3 days of the payment being submitted, but they would escalate a case to the relevant department for review. 
  
  On June 22, 2023, Affirm received phone contact from ************ where she again explained that she had submitted the payment of $1,400.00 hoping that the payment would decrease the monthly amount due. The agent confirmed that the monthly amount due could not be changed. ************ noted that she had attempted to reach out to Affirm within 3 days of submitting her payment. *********** was then connected with an Affirm Supervisor. The Affirm Supervisor informed ************ that she would escalate a complaint case for review and also provided the correct email address to contact Affirm at, which is ***************************************
  
  On June 23, 2023, ************ was sent a secure message informing her that the Affirm was unable to re-adjust the loan back to 18 installments. 
  
  
  Affirm has since attempted to issue a refunds for the $1,400.00 to ************** payment method on June 21, 2023, June 22, 2023, and upon the receipt of this BBB complaint. Each of these refund attempts have been unsuccessful due to a processor error. Affirm would like to sincerely apologize for any frustration or inconvenience caused by this issue.
  
  As a result of the error encountered with refunding ************** payment, Affirm will need to refund the amount via check. Upon the receipt of ************** complaint, Affirm has initiated this process. ************ can expect to receive updates on this process via secure message in the upcoming days. 
  
  Again, Affirm would like to sincerely apologize to ************ for any inconvenience or frustration caused by this situation. 
  
  In the event that *********** have any further questions, we encourage her to reach out to Affirm via ******************************************************************

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of a check being mailed to is satisfactory. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can never get through to customer service. My payment went though on June 12th, 2023. I received an email at 9pm on June 21, 2023 saying my payment did not complete and that they would be reattempting to process the payment on 10 June 2023, which made no sense. I logged into my paybright/affirm account and it showed my account was going to be debited on June 22, 2023. I have not been able to reach anyone via their telephone number its just keeps repeating on a loop that I will be connected to the next representative. This is unprofessional that I cannot speak to anyone about rectifying this issue. Fix your customer service please.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint with regards to technical issues that occurred on her account.
  
  **********************'s records indicate that ***************** obtained obtained loan agreement  5528862-112-3757005 for a purchase with ******* for  $699.46. ****************** agreed to repay the loan in 12 monthly payments of $58.29. To date, ****************** has completed payments on May 10 and **** 10, 2023.
  
  On **** 22, 2023, ****************** sent PayBright an email advising that her **** payment did not go through and that she would be charged again.
  
  On **** 24, 2023, PayBright emailed ****************** advising that she was impacted by a technical issue that has now been resolved. She was advised that she would not be responsible for any duplicate charges for **** and to forward any NSF fees that *** have been accessed by her bank due to this issue.
  
  We sincerely apologize for any frustration this situation *** have caused for ******************. In the event that she has any further questions, we ask that she contacts PayBright directly via email.

• Initial Complaint

  Date:06/21/2023

  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.

  The business affirm stole ************************************************************************************************************************************************ a timely manner. Tried to fix the situation with a third party company and could not fix the situation then I tried affirm. I literally did everything was was suppose to do and still have not recieved my refund. I am baffled I dont believe business should be done like this. I did my business with affirm they did their business with booking and booking did it with their landlord, I should not be in the middle of this!! I demand my money this is stealing and I dont know what to do now. All I am asking is for the money back for the service I did not receive. Thank you for your time

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states his request for a refund towards a loan with a merchant.
  
  Affirm's records indicate that on January 4, 2023, **************** obtained loan 7LTL-CNWW for a purchase with the merchant, Booking.com for $550.00. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12-monthly payments of $50.13.
  
  Affirm's records further indicate that **************** completed an early payoff on March 30, 2023.
  
  On May 18, 2023, **************** contacted Affirm requesting for a refund towards the loan. He was advised that his request would be escalated to the appropriate team.
  
  On June 21, 2023, Affirm sent **************** an email advising that Affirm would be unable to dispute the loan with Affirm's payment processor as the loan had processed more than 120 days ago. **************** was advised he would be responsible for the loan and he was instructed to contact the merchant directly with regards to any refunds that *** be owed to him.
  
  It is important to note that Affirm simply manages the financial portion of the purchase. All matters of returns, refunds, cancellations and order fulfillment are subject to the policies put in place by the merchant. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  We apologize for any frustration this situation *** have caused for ****************. In the event that he has any further q

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20219340
  
  I am rejecting this response because: services were never received the loan I did was with affirm, affirm then did business with booking,com booking ,com did business with the landlord which was cancelled in the required date. I should not have to be the person in the middle waiting for my money I did everything correctly and what was needed. I understand if services were accepted used and then disputed but this is basically a case where no service was provided and money was stolen from a customer!! I payed in advanced I cancelled in advanced so why is it that I still dont have my money, I sent confirmation numbers of the cancellation from booking,com and still have not recieved my money!! I am not satisfied with these results
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to ****************** BBB Rebuttal which stated his rejection the previous response and his continued concerns with loan.
  
  As previously advised, Affirm is unable to dispute the loan with Affirm's payment processor as the loan was more than 120 days ago. **************** must reach out to the merchant directly for further assistance with this purchase and refund.

  
  Please note, Affirm simply manages the finances of the loan. All refunds, returns and cancellations are subject to the merchant's policies. As Affirm pays the merchant upfront in full for customers to be able to order their purchases, refunds can only be processed once the merchant does so on their end. 
  
  **************** remains responsible for the loan and repayment at the agreed upon terms.
  
  In the event that **************** has any further questions, Affirm encourages him to reach out to Affirm directly via email.
  

  
  

• Initial Complaint

  Date:06/21/2023

  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 *** and do not have an contract with affirm *** they did not provide me with the original application like i asked.

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request to have loans deleted from his credit report.
  
  Affirm's records indicate that **************** obtained a total of three loans on March 7, 2022.
  
  Loan KZFE-66AE processed with Amazon for $93.90. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $17.89. Due to having a past due balance for more than 120 days, the loan was charged off on October 6, 2022 and assigned to Affirm's third-party debt collector, *********** who can be reached by calling **************.
  
  Loan 0Y8P-IX03 processed with Amazon for $345.66. **************** agreed to loan terms of *****% APR and 12 monthly payments of $36.09. Due to having a past due balance for more than 120 days, the loan charged off on September 5, 2022 and was also assigned to ***********.
  
  Loan 4NDV-QR1U processed with Best Buy for $229.00. **************** agreed to loan terms of *****% APR and 12 monthly payments of $21.67. Due to having a past due balance for more than 120 days, the loan charged off on September 5, 2022 and was assigned to Affirm's third-party debt collector, January who can be reached by calling **************.
  
  Between September 22, 2022 through May 29, 2023, Affirm received several FCRA disputes claiming that the information being reported to the credit bureau was not accurate. On each occasion, Affirm closed the dispute confirming that the information being reported was accurate.
  
  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 to remove credit reporting for loans KZFE-66AE, 0Y8P-IX03 and  4NDV-QR1U.
  
  In ******************** complaint he stated that he requested for Affirm to send his loan verification documents. Affirm does not have any records of him making this request. We have attached these documents with our response.
  
  In the event that **************** has any further questions, we ask that he contacts Affirm via *******************************************************************.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20218461
  
  I am rejecting this response because:
  Fraudulent 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal which states his concerns with fraudulent activity.
  
  In the rebuttal, **************** wrote the word fraudulent in response to the previous response. Affirm found that **************** had not contacted them directly prior to this BBB rebuttal 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: ******************************************************************************.
   
  In the event that **************** has any further questions or concerns, Affirm encourages him to reach out directly via email or by visiting *****************************************************************;

• Initial Complaint

  Date:06/21/2023

  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.

  This company canceled my trip and I got the bank to give back my money they are saying I owe the money because they have a refund that they where supposed to send but never sent the refund. I dont owe them money they owed me 173. I got it back by canceling the payment to them. I dont owe them money

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************* complaint, which states her concerns with receiving a refund towards her Affirm loan. 
  Affirms records indicate that virtual card loan 27WY-KKO4 processed for $965.00 on March 15, 2023, for a purchase with Airbnb. The agreed upon repayment terms of the loan are 12 installments of $96.94 at an APR of *****% and payment due on the 15th of each month. Affirm received payments of $96.94, $100.00, and $170.00. For a total amount paid of $366.94. 
  
  On April 4, 2023, the loan was refunded for $772.02 in unused funds as only $198.98 had been utilized for ************** purchase. Affirm attempted to issue refunds of $96.94 and $76.17 to ************** payment method on April 4, 2023. The refund attempts were unsuccessful and reflect on Affirms end as Card Declined. 
  
   Affirm received phone contact from ************** on April 4, 2023, where she inquired about the refund. The Affirm agent that spoke with ************** informed her that the refund attempt to her payment method had failed, and that Affirm would be sending a refund via check. On April 6, 2023, Affirm sent ************** an email to inform her that she was owed a refund for the failed refund amount of $173.11 and could expect the refund via check. 
  
  Affirm also sent ************** a secure message on April 12, 2023, informing her that she could expect the refund check at the address on file within 30 days. This communication asked that ************** follow up directly if she had not received her refund check within the specified timeframe. Affirm did not receive a follow up to this communication.  Upon the receipt of this complaint, Affirm has confirmed that this check has not been cashed or deposited. 
  However, Affirms records show that a chargeback was then filed against the payment of $170.00 that was submitted on March 31, 2023. As a result of the chargeback filed the the amount of $170.00 was returned to ************** financial institution. This has caused the loan to reflect a remaining balance of $183.60. 

  
  Affirm would like to apologize to ************** for any frustration caused by this situation. Upon the receipt of this complaint Affirm has created a dispute case and forwarded to the appropriate team for review. 

  
  Affirm will be providing updates to ************** via secure message within her Affirm account as they become available. 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: 07/08/2023

   
  Complaint: 20218293
  
  I am rejecting this response because:
  They never sent me a refund check but threatened me that they would report it as not paid. I asked them to zero out the account since the owe me and I owe them. There response was they are sending check this was months ago. When I call Im on hold forever 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint which states her concerns with a refund check.
  
  
  Affirms records indicate that the refund check issued to ************** on April in the amount of $173.11. Upon reviewing her complaint stating she had not received it, a review was escalated to Affirms ****************** to check the status of the check to determine is another one needed to be issued to ***************
  
  
  At this time, the case us still under investigation. Once the team completed their review, they will reach out to ************** directly.
  
  
  In regards to her concerns with credit reporting, 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.
  
  
  Upon origination of the loan, ************** electronically accepted/signed a Truth in Lending Agreement. In addition, she agreed to Affirm's Terms of Service when she created her Affirm account. As stated in Affirm's Terms of Service, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." In addition to that, Affirms Terms of Service, Section 2: How Affirm Serves You also states, You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you. Loan agreements are available for review at any time online or in the Affirm app. To access her loan agreements online, visit ******************************************** and access her Affirm account. 
  
  
  In the event that ************** has any further questions or concerns, Affirm encourages her to reach out directly via email or by visiting *****************************************************************;

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20218293
  
  I am rejecting this response because:
  I have called them several times and when Im explaining they hang up. Im not giving them money since they owe me money and they wont solve the issue. They wont provide a check number since they say they have sent the refund check just that I owe them. They can - it out and I wont owe anything.  They call all the time.  Im tired of dealing with this. Its like the refund department does know what the other department is doing
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  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 just want to pay my loan off early!!! no one answers the phone. i guess they want that 29% interest. terrible busines

  

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states his frustrations with scheduling a payoff for his loan.
  
  Affirm's records indicate that on June 5, 2023, **************** obtained loan SD5T-FNVW for a purchase with Amazon for $1,034.58. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 36 monthly payments of $43.63.
  
  Affirm has no records of **************** contacting Affirm directly to schedule a payoff. 
  
  **************** can pay his bills or schedule automatic payments online at www.affirm.com/pay via debit card or ACH bank transfer. **************** can also call ************** to submit a payment with one of our agents. Payments made via ACH take 3-5 business days to process and an email and text confirmation will be sent upon successful processing. Debit card payments process instantly and customers should get a payment confirmation after the payment is processed.
  
  In the event that **************** has any further questions or concerns, we encourage for him to reach out to Affirm via *******************************************************************.