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

  
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  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:04/17/2023

  Type:Delivery 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 march 8th I order a YAKIMA SkyBox Carbonite 18 Cubic Foot Cargo Box - ******* 1 $329 the only way I could pay was through affirm. The website was a complete scam. I never got any tracking information. They never shipped me anything and it has been over a month and affirm is still super confused.Affirm Case ID Number:19748371

  

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concern regarding the dispute for his order. 
  
  Affirm records indicate that **************** Wordans loan FON6-OUJJ processed on March 9, 2023 in the amount of $329.00 with ****% APR. The agreed-upon repayment terms were for 4 payments of $82.25 made biweekly. 
  
  On March 16, 2023, **************** called in to Affirm and stated that he was trying to track his order but that he was unable to locate both his order and the merchant. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. 
  
  **************** called in again on March 17, 2023 and stated that he had reached out to the merchant directly, who stated that they did not sell the product that he purchased. Affirm opened an official dispute on April 17, 2023. When a dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation.
  
  With this timeline in mind, **************** has until May 2, 2023 to submit any evidence to support his claim. Affirm encourages **************** to send any documentation to *************************************** with a reference to his case ID ********. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email. 

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase that was unsatisfactory and requested a return, the company fraudulently refused, I notified affirm that I wished to return the item as it was not what I ordered and provided documentation and affirm is now sending me to collections over an item that was not what I ordered, despite commication and proof.

  

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the outcome of her merchant dispute. 
  
  Affirm records indicate that Ms. ******** Budsies Store loan IGV1-4B5Y processed on November 17, 2022 in the amount of $196.81 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $30.37 on the 17th of each month. A down payment of $29.53 was made on November 16, 2022. 
  
  On December 27, 2022, ****************** reached out to Affirm and stated that the product she had purchased was not of the quality she was expecting when she had placed her order. Affirm opened an official dispute for the loan on January 3, 2023. When a dispute is opened, Affirm gives the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  The merchant followed up with Affirm and advised that, per their website, they do not offer refunds over differences in interpretation, which they had deemed Ms. ******** issue as with her order. ****************** can read more about the merchants police on their website at the following link: *******************************************************************************************************
  
  Please note that Affirm is simply the financier of a purchase and all refunds are subject to the policies of the merchant. As a result, Affirm resolved Ms. ******** dispute in favor of the merchant on January 19, 2023 and ****************** remains responsible for the repayment of this particular loan. 
  
  Since Ms. ******** dispute prevented her from making payments, Affirm removed this loan from credit reporting on January 25, 2023. However, this did not absolve ****************** from her responsibility to repay the loan. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collection partners. 
  
  As a result, this loan charged off on April 17, 2023 to **********. If ****************** wishes to make a payment towards this loan, she will need to contact ********** directly at **************. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19945032
  
  I am rejecting this response because: 

  Difference of opinion is not a valid reason for a service that was not satisfactory. I attempted to return the item and notified affirm immediately. I should not be charged by a company, nor a finance company for a service that was negligent.

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

  

  Business Response

  Date: 05/09/2023

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal, which states her concern regarding the outcome of her dispute. 
  
  Please note, again, that Affirm is simply the financier of a purchase and all refunds are subject to the policies of the merchant. As the merchant is working within their policy, Affirm has determined that ****************** is not due any refunds for her order and she remains responsible for repayment. Affirm encourages her to continue working directly with the merchant if she does not find this resolution favorable. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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.

  My transaction started in August of 2022 for a trip Oct of 2022 to Great Wolf Lodge. I had issue arise and was no longer able to miss work for the days I planned the trip. I had already payed the first months payment on time prior to canceling and paid another month after canceling. I was put through a huge back and forth between the companies Affirm and Great Wolf- both saying they did their part and there was nothing they could do. Great Wolf, call Affirm- Affirm, call Great Wolf. I finally was about to get my claim escalated at Affirm to get a dispute started. During that time they of their own accord suspended my payments until they made a determination. They ultimately sided with me and refunded my account and even refunded me all but like $20 some dollars I had paid. I thought all was good. Fast forwards to February I get a ding that Affirm has placed negative marks on my credit for this account. I filed a dispute and I believe they changed the balance to zero, but the 30 day late payments remain. So, I filed another dispute and they came back with the information was accurate and refusal to remove even with the proof Ive attached here stating the account was refunded and closed Dec 8. Im not sure how I can be 30 days late on a closed account. Reporting 30 days late for Dec also. I am in the process of home buying and this has to be fixed pronto.

  

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed ******************** complaint which states her request to have late marks removed from her credit report for a loan that was refunded by a merchant.
  
  Affirm's records indicate that on August 5, 2022, **************** obtained loan 1U6U-L7N4 for a purchase in the amount of $909.40 with the merchant, Great Wolf Lodge. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $88.65 due on the 5th day of each month.
  
  After making her first payment, **************** contacted Affirm on October 5, 2022, requesting for a refund towards their loan as her reservation was cancelled. On October 7, 2022, Affirm sent both **************** and the merchant emails requesting more information and the loan was placed into an official dispute. On October 8, 2022, **************** provided documentation showing reservation #******** associated with the loan was cancelled.
  
  On December 8, 2022, the dispute was closed in favor of ****************. Affirm sent her an email advising her of this and that the loan was fully refunded.
  
  Due to the timeframe in which it took for the dispute to be resolved, Affirm has taken the required steps to ensure that the loan does not negatively impact ******************** credit report. This update should reflect in 3-5 business days.
  
  Affirm apologizes for any frustration this situation may have caused ****************. In the event that she has any further questions, encourage for her to contact Affirm directly via email.

• Initial Complaint

  Date:04/16/2023

  Type:Sales and Advertising 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.

  Obtained loan ID: ********* with this company for the merchant Whirlpool. The order number with the merchant is: **********. The merchant charged me sales tax for $156.73, I live in the **************** and the appliance was delivered to a ******* address. The State has a one year tax free holiday for appliance purchases. The merchant is aware of this, the merchant still charged sales tax. I have tried contacting the merchant to resolve this. Most recently, speaking with *** at the merchant on April 7, 2023. The last communication from the merchant was "don't worry we will credit the original payment method".

  

  Business Response

  Date: 05/01/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states his concerns with receiving a refund towards his Affirm loan for incorrect sales tax charges. 
  
  Affirm's records indicate that virtual card loan 161R-DNQD processed for $2,395.72 on April 3, 2023, for a purchase with Whirlpool-***. The agreed upon repayment terms of the loan are 12 installments of $199.64 at an APR of 0% and payment due the 3rd of each month. 
  
  It is important to note that Affirm simply manages the financial portion of the purchase. All matters of returns, refunds, order cancellation and fulfillment are subject to the merchants policies. When the merchant processes a refund towards a loan, Affirm will credit the loan balance for that amount. 
  
  On April 27, 2023, Whirlpool-us processed a refund amount of $156.73 towards loan 161R-DNQD. This amount was applied to the principal balance of the loan. ************** was also sent automated communication confirming the refund. When merchant provides a partial refund, depending on the amount, and how many payments are left in your payment schedule, ************** may have a lower final payment, fewer payments overall, or both. Affirm will not, however, adjust each installment based on the new loan balance after a partial refund is made. ************** can review the details of his refund by signing in to his Affirm account at ************************/account.
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:04/15/2023

  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.

  My 22 yr. old daughter opened an Affirm account in 2020. In June of 2022 she was unable to log into her Affirm account with her phone number, she used my phone number in order to recover her account. She acquired a loan with Affirm by providing her social security # (last 4 digits) she also provided her own bank account (checking) info in order to pay the loan. Because she used my phone number this loan is now on my credit report. She was late with payments. My social was never used in order to open this account. I filed a dispute with Affirm twice and I was told when I allowed her to use my phone, that I am now responsible for it being on my credit report with my social security number NOW associated with the loan. My social security number was originally never used towards acquiring this loan. My daughters social was. My social security number number was only associated with this loan when I filed a dispute after seeing it on my credit score.After filing a dispute to have this loan removed from my credit report, I was denied by Affirm. So I took control of my daughters Affirm account since it was under my social, I did not want her to acquire another loan if Affirm refused to remove her loan off of my credit report. There has to be on record what social was used originally to open this account, which was my daughters. They have refused to look further. My credit is ruined because of Affirm.

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns that her daughter's Affirm loans was obtained in her name without authorization. 
  
  Affirm's records indicate that loan 8JND-7MSD processed for $422.50 on August 10, 2022, for a purchase with ******. The loan required a down payment of $105.63 that was submitted on August 9, 2022. The repayment terms of the loan were 6 installments of $57.53 at an APR of *****% and payment due the 10th of each month. On March 10, 2023, Affirm received the final payment of $57.53 and the loan reflects a paid in full within **************** Affirm account. 
  
  ********************** encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. Loan 8JND-7MSD did become more than 30 days overdue as the payment due on September 10, 2022, was not satisfied until October 10, 2022. 
  
  On April 20, 2023, Affirm received email contact from ************ explaining that the loan had been obtained by her daughter and should not be reported under her information. ************ also explained that her daughter had utilized her phone number and email when obtaining the loan. Affirm sent ************ a follow up message on April 21, 2023, confirming the accuracy of the loans credit reporting. ************ followed up the same day and reiterated that she did not obtain loan 8JND-7MSD. Based on this, a case was forwarded to Affirm's Account Safety team for review. 
  
  On April 27, 2023, ************ was sent an email to her email address on file, confirming that Affirm has received her claim that her information may have been used to complete unauthorized activity with Affirm. This communication went on to note that based on available information it has been determined that ************ will remain responsible for loan 8JND-7MSD. This communication also explains that Affirm understands at times that we may be missing information to aid in the investigation process. For this reason, a Consumer Protection Affidavit was included with the email and ************ was informed that once Affirm has received the completed Consumer Protection Affidavit the investigation will be reopened and she will be informed of the outcome within 30 days. 
  
  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 **************** request to remove credit reporting for loan 8JND-7MSD. 
  
  At this time, Affirm encourages ************ to complete and return the Consumer Protection Affidavit sent to her on April 27, 2023. This will allow for a comprehensive investigation with the added benefit of her input and information. 
  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:04/14/2023

  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 the debt with AFFIRM **** I do not have a contract with AFFIRM *** You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attatched as well, they are in major violation.

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity ****************' BBB complaint. Affirm has reviewed ****************' complaint, which states his concerns that Affirm loan were obtained in his name without authorization. 

  Affirm's records indicate that **************** currently has 5 Affirm loans that include credit furnishing and are in a charged off status. Loans 84CP-5O3Y, 5GB8-TFT2, U2WR-QN7P, ****-ZUGD, and 4MAJ-70AO each entered a charged off status between the dates of February 15, 2021, and February 26, 2021. The loans were charged off due to having overdue balances for 120 days. 

  
  Affirm encourages all customers to make payments on or before the scheduled due date. Affirm does not charge late fees, but late payments may impact your ability to take out future loans with Affirm. If 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.

  
  Affirm received a disputes through E-***** concerning the accuracy of the information furnished for loans 84CP-5O3Y, 5GB8-TFT2, U2WR-QN7P, ****-ZUGD, and 4MAJ-70AO on December 22, 2022, February 1, 2023, and March 7, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to **************** on January 8, 2023, February 16, 2023, and March 21, 2023. Due to the fraud claims in the disputes, Affirm's Account Safety team investigated further and ultimately denied ****************' claim.

  
  Affirm does not have a record of receiving contact from **************** reporting these loans as unauthorized. If **************** believes these loans are unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support your claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify **************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************

  
  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 ****************' request to remove credit reporting for loans  84CP-5O3Y, 5GB8-TFT2, U2WR-QN7P, ****-ZUGD, and 4MAJ-70AO.

  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:04/14/2023

  Type:Delivery 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.

  3/5/23 I was trying to place an order for an alarm system from Ring (the merchant). I selected Affirm as the payment option and got approved for my loan (8SY9-8Y2F). After the transaction on Affirm, I was supposed to go get sent back to ****'s website but that never happened. I never got an order confirmation from Ring that my order was accepted. The next morning (3/6/23) I contacted Ring and they said they didn't have an order for me. I then contacted Affirm and they said that the order was stuck in "Processing" and the merchant never got the order. I was told to just place another order and I should get a confirmation on the next order and that the first loan will "drop off" after a few days if the merchant doesn't accept the order. So later that same afternoon, I placed another order through Ring's website and went through Affirm again (loan **********. This time I got sent back to Ring after the Affirm transaction and I got an order number and email from Ring confirming my order. I saw two loans still showing up on Affirm so I contacted them again on 3/15/23 because now both loans are showing pending payments from me. After explaining to them what happened, they wanted proof from Ring that they only received one order from Affirm which I couldn't provide to them since I only got one email from them for the second order. So I then contacted **** and they said they only had one order from me that was placed on 3/7/23, the second one I placed. While on the phone with Ring, we did a 3-way call to Affirm which the Ring rep told Affirm that only one order was placed by me and that I had received only one alarm system order. I then contacted Affirm again on 3/27/23 to explain the whole issue again, and they still won't remove the first loan. It's now 4/14/23 and I'm still getting messages to pay the first loan that doesn't have an order number to it. They can't confirm an order to that loan, but they keep asking me for a payment.

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states his request for having a duplicate loan refunded.
  
  Affirm's records indicate that on March 6, 2023, ************** submitted two loan applications (Loans 8SY9-8Y2F and **********  for purchases with the merchant, Ring in the amount of $475.75. The loans had identical loan terms of 0% Annual Percentage Rate (APR) and six monthly payments of $475.75.
  
  Later that day, ************** called and spoke with Affirm and the merchant on a three way call disputing the validity of the first loan 8SY9-8Y2F and requested that it be refunded. A follow up email was sent to ************** advising him that he would only be responsible for loan 8SY9-8Y2F if it was confirmed by the merchant. ************** responded with an email thread showing that the merchant had no record of the purchase.
  
  Affirm's records further indicate that the merchant processed both loans on March 7, 2023.
  
  On March 7 and 15, 2023, ************** sent follow up emails requesting for loan 8SY9-8Y2F to be cancelled and refunded. On March 28, 2023, Affirm sent ************** an email requesting for more information to see if the loan could be placed into an official dispute.
  
  On April 3, 2023, ************** sent an email indicating that only ********* should have been processed. On April 7, 2023, ************** sent another email requesting for payments to be placed on hold and indicated again that he had no proof or order number to provide.
  
  On April 14, 2023, Affirm sent an email to ************** advising him that loan 8SY9-8Y2F  was placed into an official dispute. Affirm sent the merchant an email requesting for more information on ****************** behalf to determine if the loan could be fully refunded. 
  
  While a loan is in a disputed status,  customers and merchants will have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome.Affirm will reach out to ************** directly when more information is received by the merchant.
  
  Please note that Affirm simply manages the financing  purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies.  
  
  Affirm apologizes for any frustration this situation may have caused. In the event that ************** has any further questions in the interim, we encourage him to reach out to Affirm directly via email.

• Initial Complaint

  Date:04/14/2023

  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.

  At the end of December 2022, I attempted to purchase, (RAN) DJ Controller, and a MacBook Pro (16-in) through an Amazon.com offer. Totaling $4,074.09 The (RAN) Controller was delivered directly to my home, but the Mac Book was redirected, by someone at Amazon.com to a *** Pack-up location without my authorization. A police report was filed and provided to Amazon, *** and Affirm. I was told that they would looking the issue of why the **** book was not delivered to my Home, and if it cant be resolved by February 28, 2023 a credit for the **** book would be issued. In March of this year I followed up and Requested a Full refund Amazon ad Affirm and to return of my $611.00 down payment from Affirm. To date I have not been authorized the return or the credit from Amazon or Affarm. I had to open a dispute with ******** to dispute the charges they are billing me for. , I have spoken, to both companies too see if they are even talking to each other about this issue, but it seems its left in my hands,Talking to Affirm employees seems, as thought they ar working off a script. I will need to transfer you to xyz person, and each time I inform that xyz person on the other end, I have no problem to pay once we complete our agreement and you deliver what you want me to pay for.,I have since purchase a Mac Book pro from the store, and have receipts to prove it. I see they are also being sued by their investor as well "STAY AWAY FROM AFFIRM" ********* for a company

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed ********************' complaint which states his request of a refund for his loan for a recent purchase.
  
  Affirm's records indicate that on December 26, 2022, ******************** submitted an application for loan ZQYL-RIC7 used for a purchase with the merchant Amazon (Order ID: 114-6837912-8142626) in the amount of $4,047.09. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $611.12 and 24 monthly installments of $169.55.
  
  On February 1, 2023, ******************** called and spoke with Affirm indicating that he did not receive parts of his order from Amazon and requested a refund towards his loan. Later that day, Affirm sent ******************** an email requesting for more information that supports his claim of a refund being owed.
  
  On February 3, 2023, ******************** sent Affirm copies of a police report he filed regarding the status of delivery for his item that he claims was never picked up by him and chat transcripts with the merchant showing that he had previously contacted them.
  
  On February 28, 2023, Affirm sent ******************** an email advising to him that based off of the information received, Affirm would be unable to process any refunds due to no evidence being received showing a refund was owed.
  
  Please note that Affirm simply manages the financing  purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies. To that end, Affirm is unable to resolve this dispute in ********************' favor. At this time, ******************** must continue working with the merchant and courier for further resolution. 
  
  Affirm apologizes for any frustration this situation may have caused ********************. In the event that he has any further questions, we encourage for him to contact Affirm directly via email.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19937249
  
  I am rejecting this response because:

  Simply saying your company just manages the financing without ANY due diligence or verification of delivery of services you are so-call financing is where the problem lies.
  

  Not a real world concept to ask someone to pay for items that you cant prove or confirm that you are financing items that where never delivered ?, 

  I will leave  the next move on resolving this on your very capable  management staff.

  As I will take my $611.00 as a lost, and a learning ****** when it comes to online offers affiliated with your company in the future.

  Any additional action in resolving this issue will be to  file  official complaints the appropriate Consumer Protection agencies  and in small claims court.

  As I indicated I have already purchased the items in question from other sources, with proof of delivery.  

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

  

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity in responding to ********************' BBB Rebuttal. Affirm has reviewed ********************' complaint which states he is not satisfied with Affirm's previous response on the refund of his loan.
  
  On February 28, 2023, Affirm sent ******************** an email advising to him that based off of the information received, Affirm would be unable to process any refunds due to no evidence being received showing a refund was owed. 
  
  Please note that Affirm simply manages the financing purchases. Affirm pays the merchant up front and in full and the customer then pays ********************** back in the agreed installments. Affirm has no ties to the delivery or shipment of orders. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies. To that end, Affirm is unable to resolve this dispute in ********************' favor. At this time, ******************** must continue working with the merchant and courier for further resolution. 
  
  Affirm apologizes for any frustration this situation may have caused ********************. In the event that he has any further questions, we encourage for him to contact Affirm directly via email.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19937249
  
  I have already Rejected and (Answered) Affirm Response in my prior answer PLEASE see HISTORY, as it relates  both Affirm and Amazon practices relating to their  handling of my order and Financed on December 28,2022 as it relates to this BBB complaint,

  Both Amazon and its ******* ***** Failed my order to the specified delivery locations, (THE SHIPMENT WAS REDIREDTE BY SOMEONE AT AMAZON FOR PICKUP AT A *** FACLICITY WITH OUT MY PERMISSION,

  Which was then pick-up by someone other than Myself., the Signature and VIDEO of the person who pickup the stolen item was no ME....

   

  An official police report was filed and given to Amazon, ***, and Affirm, and I requested my down-payment of $611.00, be refunded and order canceled , All this was to occure no later the Feb, 28, 2023.

   

  Affirm has it's own  *************** ********** Issues, that needs to be addressed by, Financial Services, oversite of the ***********

  PLEASE CLOSE THE COMPLAINT AS THIS NEEDS TO BE HANDLED BY OTHERS.

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

• Initial Complaint

  Date:04/14/2023

  Type:Delivery 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.

  The supposed loan they said I received was for $55.11 on March 7th for an Amazon purchase. I know that I didnt order anything for Amazon that day for split payments and when I check my oder list i see nothing. I even clicked the view amazon item option under the loan and when i do the app just opens amazon but doesnt take me to anything. When i look at the loan details its is my name but its not my address. I dont share any information. I keep my DOB, SSN and all information like to myself. Ive emailed and called affirm and they have done absolutely nothing.

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed ****************** complaint in which he requests for a loan he claims was not authorized by to be removed from his Affirm account.
  
  **********************'s records indicate that loan UM1J-9CQZ processed on March 7, 2023 for a purchase in the amount of $55.11 with the merchant, Amazon (Order ID: ********************. The agreed upon loan terms had a *****% Annual Percentage Rate (APR), down payment of $11.03 and six monthly payments of $8.00.
  
  On April 10, 2023, ************** contacted Affirm via a webform indicating he did not recognize this purchase. Later that day, an email was sent to ************** instructing for him to call in regarding his claim that the loan was unauthorized.
  
  On April 25, 2023, ************** called and spoke with Affirm and provided details into his claim to have it escalated. The next day, Affirm's Account Safety Team sent ************** an email indicating that he was found to be responsible for his loan and a fraud affidavit form was sent for him to complete.
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loan. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  ************** replied to this email with a completed affidavit form. ************** was advised that the review could take up to 30 days to be completed. When the review is completed, Affirm will contact ************** directly.
  
  Affirm apologizes for any frustration this situation may have caused **************. In the event that he has any further questions in the interim, we encourage for him to contact Affirm directly via email.

  Customer Answer

  Date: 04/29/2023

  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:04/13/2023

  Type:Sales and Advertising 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 had made several transactions with Affirm and I changed my phone number. Well, this sadly has become a real issue. The ability to change my phone number on my account is not working. I've had 3 representatives try to fix this, every single one tells me they found the reason, every single one did the same thing. It never worked. It requires a code to be texted to me after an email verification. The code never comes. Over and over. It does on initial setup, however that always tells me I have an account. None of the highly educated staff seem to understand that they continue to try the same thing over and over and send me a secure email which requires me to login to my account. I can't login because I don't have the old number and I can't change it. I am not exaggerating that this company really cannot figure this problem out. The bigger problem is they have my payments on auto draft and I can't login to what I'm paying or what I owe. So I'm just having money withdrawn and they will not allow me to view my account due to overwhelming incompetence and refusal to address this when I ask for a supervisor to help. I have been left with no option but to file a complaint so that I don't have to just hope everything turns out alright. Also, as much money as this company makes, it is terrible they will not pay competent and articulate employees to assist with very basic customer service issues.

  

  Business Response

  Date: 04/28/2023

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed his complaint, which states his frustration with the process to update his phone number. 
  
  According to Affirm's records, ****************** reached out to Affirm on February 16, 2023 for assistance with the process. While reviewing the case notes, it appears the case was not properly escalated which caused an unexpected delay in response. At this time we have coached the agent responsible to ensure this does not happen again.
  
  On April 12, 2023, ****************** reached out for a follow up. His case was escalated and a ******** Care agent provided him with a link to verify additional information on April 18, 2023. His account details show that the verification passed and his phone number was successfully updated on April 19, 2023. 
  
  Affirm would like to thank ****************** for his patience during this process. As the phone number acts as the log in, Affirm must take the appropriate steps to ensure the security.
  
  In the event that ****************** has any further questions, Affirm encourages him to reach out to Affirm via email or by visiting  *******************************************************************.

  Customer Answer

  Date: 04/28/2023

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