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:10/13/2022

  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 booked a flight with justfly using affirm as the checkout. I received an email shortly after saying my booking was canceled. It has been 2 weeks since this and affirm is still showing merchant pending on the loan from justfly. I am not able to get ahold of anyone from either company.Translation Date 9/26/22

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding the refund for her loan.
  
  Affirm records indicate that **************** took out loan IP5P-0YTE with Justfly on September 26, 2022 in the amount of $1,095.94, with a down payment of $591.94 submitted on the same day. On October 13, 2022, **************** reached out to Affirm and stated that the booking associated with this loan had been canceled and that she was due a refund.
  
  On October 17, 2022, Affirm informed **************** that her loan had not been processed by the merchant yet. **************** provided documentation that her booking was canceled by the merchant and Affirm informed her that her case was being escalated for review. 
  
  **************** loan was voided on October 25, 2022 and her down payment was refunded back to her original payment method. Affirm asks that **************** allow up to 3-5 business days from October 25, ***************************************** her bank account.
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAD USED THIS COMPANY TO PAY FOR A TRIP TO GREAT WOLF LODGE. SHORTLY AFTER MAKING THE RESERVATION I WAS NOTIFIED THAT I WOULD NOT BE ABLE TO MAKE IT THOSE ****; I CONTACTED GREAT WOLF LODGE TO CHANGE THE **** AND THEY WANTED TO CHARGE ME A CRAZY AMOUNT MORE THAN 2X THE ORIGINAL CHARGE SO I REQUESTED THEY CANCEL THE RESERVATION AND I AGREED TO PAY THEM THE $50.00 CANCELATION FEE. THIS REQUEST TO CANCEL WAS MADE LESS THAN 30 **** FROM WHEN THE RESERVATION WAS MADE. tHE REQUEST TO CANCEL WAS ON 09/23/2022 I CONTINUED TO CHECK MY AFFIRM ACCOUNT AWAITING THE CREDIT FROM GREAT WOLF LODGE AND CONTINUING TO SEE NOTHING I FINALLY REACHED OUT TO THEM AND THIS IS THE RESPONSE I RECEIVED: "After reviewing your account, I was able to locate the loan with Great Wolf Lodge (ID:7NRN-M7CP) for an amount of $169.39, processed on 08/08/2022.I completely understand the situation, at Affirm we unfortunately have a policy that needs the purchase that is going to be disputed to have been made in the past 60 days. As I can see here your purchase was made more than 60 days ago..I HAVE SINCE REACHED BACK OUT TO GREAT WOLF LODGE REQUESTING THE REFUND THE AMOUNT THAT THEY AGREED TO AND THE RESPONSE I RECEIVED FROM THEM IS THAT THEY WERE NEVER EVEN PAID BY AFFIRM. i AM ATTATCHING *****S SHOWING WHEN THE CANCELATION WAS REQUESTED (09/23/2022) AND THE *****S FROM AFFIRM TELLING ME THEY CANNOT DO ANYTHING BECAUSE OUT OF THEIR "60"DAY WINDOW WHICH IT IS CLEARLY NOT AND THE ***** FROM GREAT WOLF LODGE WHERE THEY ATTEST THAT THEY WERE NEVER EVEN PAID BY AFFIRM.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the refund for her loan.
  
  Affirm records indicate that ****************** Great Wolf Lodge loan 7NRN-M7CP processed on August 8, 2022 in the amount of $169.39 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $15.71 on the 8th of each month. There have been 2 payments of $25.00 and $15.71 made on September 1, 2022 and September 30, 2022, respectively. 
  
  On October 11, 2022, **************** reached out and stated that she was due a refund from the merchant for all but $50.00, as she had canceled the booking and had to pay a cancellation fee. Affirm followed up with **************** and advised that her loan is outside of the 60-day window that Affirm gives customers to initiate a dispute. 
  
  Affirm has reviewed ****************** case and opened an official dispute on October 24, 2022. Affirm gives both merchants and customers 15 days after a dispute is opened to submit any relevant evidence. Affirm then allows another 15 days for the Resolutions team to review all of the submitted documentation.
  
  Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:10/13/2022

  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.

  Around August 1st, 2022 I received a letter in the mail from a debt collector regarding an account with affirm. Upon looking further into this I found that my mother is the one that made this account using my SSN without my knowledge. The total amount of loans through affirm.com is $3,216. I filed two disputes, but chose not to file a police report against my mom. My disputes were denied. As soon as I was told they were denied I paid every single loan that I was allowed, which included all but one. There is one loan left that says it was sent to a debt collector, but the debt collector does not have the loan. The loan ID is ********* and has a balance of $214.44. So I have the debt collector, as well as affirm.com telling me I cannot settle this account with them. It remains on my credit report with no way of fixing it. The debt collector (former Debtsy, now known as January) emailed me saying Affirm told them there was an issue on Affirm's end blocking the loan. Every time I call affirm they are incredibly unhelpful and frustrating to say the least. They continue to tell me to contact the debt collector to settle this loan even though I have already told them the debt collector emailed me saying the issue was on affirms end. All I want to do is pay this loan and be done with the entire situation, but nobody can help me. Prior to this I had perfect credit and these last 3 months have been so incredibly stressful, mostly due to the fact that affirm.com doesn't have trained staff to handle these types of situations. I also have multiple emails that I sent to affirm.com with responses that clearly ignore any questions I asked in the email. BBB is my last hope of resolving this and trying to get it off of my credit report as this is something out of my hands.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding how to make payments toward her loan.
  
  Affirm records indicate that Ms. ******* Walmart.com loan P1DO-0N21 processed on December 6, 2021 in the amount of $206.88 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $20.00 on the 6th of each month. Only one payment of $20.00 was made on ******* 3, 2022. 
  
  When a payment becomes more than 120 days overdue, the loan will be charged off and may be sent to one of Affirms third-party collections partners. As a result, this loan was charged off on June 7, 2022. On July 25, 2022, **************** called in to ask where to make payments toward the loan as there was no third-party collection agency contact information on her loan.
  
  During this call, **************** stated that she had not taken out the loan. The Affirm ******** Care agent encouraged **************** to send in documentation to support her claim, which she did later that same day. Affirms Account Safety team investigated Ms. ******* account and denied her claim on August 16, 2022 after receiving an affidavit from ****************. **************** called in that same day and requested the name of the third-party collection agency that her loan was being held with so she could make a payment. Affirm informed her the loan was with ******* (formerly known as Debsty). 
  
  **************** then followed up again on September 4, 2022 stating that she had tried to contact ******* to pay off the loan, as Affirm had informed her, but ******* did not have record of the account. **************** has followed up with Affirm several times since that date to request more information on how she can make a payment, with her most recent call on October 13, 2022. 
  
  Affirm is investigating this matter internally, as Ms. ******* loan is being affected by a technical error. Affirm will follow up with **************** as soon as there are any updates, but for now she will be unable to make payments toward this loan. As a result, Affirm has deleted any credit reporting implications for this loan, which should reflect on ******************** credit report within 3-5 business days. In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:10/13/2022

  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.

  This was not sent in error. I am consumer by law. Here are the details of the said inaccurate accounts, company name, balance & date last reported: Account Name AFFIRM *** Balance $977 Account Number 32ME****

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to ****************** additional BBB complaint which he stated his concern regrading the credit reporting for his loan.
  
  Affirm has previously advised ************** that his loan is being accurately reported as delinquent to the credit bureaus, and has been charged off to Affirm's third-party collections partner, **********, as of May 18, 2022. If ************** would like to make a payment toward this loan, he can reach out to ********** by calling **************. If ************** makes a payment to **********, it will take one business day for it to reflect his Affirm account. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm's decision to decline ****************** request to update his credit report is final, as Affirm has found our reporting of ****************** loan to be accurate. Please understand that Affirm has a regulatory obligation to report accurate information to the credit bureau and can only change reporting when an inaccuracy is identified. Affirm has attached to this complaint a copy of ****************** Truth-in-Lending Agreement, in which he agreed to these terms, and his Loan Verification document. 
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/13/2022

  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 purchased a Peloton thru Affirm. My credit was in the high 700's. I have it set to automatic payment. Not one payment has been deducted automatically and my credit is now down to a 549. I called to inquire, paid the balance, and they said they would fix it and have not. Since that phone call with Affirm, they still have not deducted the subsequent 2 payments. The account has over $17,000 in it, it is NOT a possibility that the payment was declined. I feel like they are purposely not fixing this. Please help.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding the failed payments made toward her loan.
  
  Affirm records indicate that ******************** Peloton loan D5O0-JA9I processed on May 2, 2022 in the amount of $2,107.90 with ****% APR. The agreed-upon repayment terms were for 43 monthly payments of $49.02 on the 2nd of each month. 
  
  A successful payment of $196.08 was made toward this loan on September 12, 2022 and an additional successful payment of $98.04 was made on October 25, 2022. These payments were made with a different payment method than the failed payments.
  
  On August 29, 2022, ******************** reached out to Affirm and stated that she had enabled AutoPay on this loan but no payments had been withdrawn from her bank account ending in *****, and now her loan was affecting her credit report. ******************** did enable AutoPay on her loan on May 1, 2022, however, the payments from the bank account ending in ***** have all failed, and Affirm cannot locate an account with the number provided by ********************* 
  
  Affirm notified ******************** via both SMS and email when each of her payments had failed. As no successful payments were made, Affirm additionally informed ******************** when her loan was going to be delinquent and, subsequently, when it was delinquent. 
  
  ******************** is encouraged to remove her bank account ending in ***** from her Affirm account and relink the account, ensuring to enter the correction account information, such as her routing number and account number. ******************** can find more information about removing and adding payment methods to her account on Affirms *********** at the following link: https://helpcenter.affirm.com/s/article/making-a-payment#addpaymentmethod
  
  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 ******************** Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: https://www.affirm.com/terms
  
  As a result, Affirm respectfully declines ******************** request to update this loan on her credit reporting. In the event that ******************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:10/13/2022

  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 continue to receive marketing e mails after I have unsubscribed from their website and contacted customer service that I do not want to receive marketing or surveys from their business. They continue to send them to me daily.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding Affirms marketing emails.
  
  **************** reached out to Affirm via chat on October 12, 2022 and stated that he had unsubscribed from receiving Affirms marketing emails but he continued to get them. The Affirm ******** Care agent assisting **************** and advised that he had been unsubscribed from receiving these emails on Affirms end and that they should no longer be sent to him.
  
  On October 13, 2022, **************** reached out again and stated that he wanted to update his email notification preferences. Affirm disabled email notifications on Mr. ******* Affirm account on the same day and followed up with him to advise of the change. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email. 

• Initial Complaint

  Date:10/13/2022

  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 originally made a purchase through the **** application on 9/6/22 I decided to use affirm as the payment method of choice. However I had to return the item since it was the wrong size. I was issued a store credit by Goat. However the loan still shows up on affirms application even though the item was returned. I provided screen shots to affirm showing the refund was already processed by **** however they still want me to make payments on the loan even though I returned the item. They refuse to remove the loan from their platform and they are threatening to report it to the credit bureaus.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm has reviewed Mr. ************* complaint, which states his concern regarding the refund for his loan.
  
  Affirm records indicate that Mr. ************ GOAT loan UQBO-AU1P processed on September 7, 2022 in the amount of $165.02 with ****% APR. The agreed-upon repayment terms were for 4 payments of $41.26, biweekly. No payments were made toward this loan.
  
  On October 3, 2022, Mr. *********** reached out to Affirm and stated that he had returned his product to the merchant and that he was due a refund. Affirm advised Mr. *********** that refunds may take up to 3-5 business days to be processed toward a loan. 
  
  Mr. *********** reached out again on October 12, 2022 stating that his loan had still not been refunded. Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. 
  
  GOAT processed a full refund toward Mr. ************ loan on October 15, 2022. As a result, he is no longer responsible for the repayment. In the event that Mr. *********** has any further questions or concerns, we encourage him to reach out directly via email. 

• Initial Complaint

  Date:10/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following events are from ************************* recall of events dealing with the company Affirm. On or around September 1st,2022, I applied and was approved for a $2500 credit limit (virtual **** card) to be spent helping my grandson with a legal matter. I was issued a card number of which I then attempted to load the card on my ****** pay account to retain legal counselor for my grandson who lives in ******, *****. The card couldn't be loaded onto the ****** platform for whatever reason, which I don't know. On September 3,2022, I recieved a email to my gmail account (**********************)which stated a charge in or around $3025 was declined, but the charge in or around $2126 was approved. I immedietly sent a text/email to Affirm to start a unauthorized use claim that I had No knowledge of this charge. I didn't authorize it ! Affirm started a claim #******** to investigate the charges. I have communicated by phone, email and text with Affirm, their reply each time that you are responsible for the bill and balance. I ask several times if they can help me make contact with the businesses that recieved the charge. The main vendor (PI Hospitality) recieved 4 charges each $512.37 equals a grand total of $2049.48. Affirm wouldn't do anymore to help me A. either make contact to try to verify if possible any conflicting information, nor pass along to myself any contact information IE; phone numbers, emails, or websites. The other information I have that can further validate my statement are text and email threads with Affirm regarding my attempt to prove I didn't use or authorize these charges and should be removed from my account. i have several emails to send all I need is what email address to use.Thank you for your help,*************************** ********************** ***************************

  

  Business Response

  Date: 10/27/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states his concern regarding unauthorized activity on his account. 
  
  Affirm records indicate that ******************** Virtual Card loan UKVX-KS6E processed on September 1, 2022 in the amount of $2,500.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $247.42 on the 1st of each month. An adjustment of $111.07 was made on September 15, 2022 and a payment of $247.42 was made on October 5, 2022.
  
  On September 3, 2022, ****************** reached out and reported the loan as unauthorized activity. Affirm requested that ****************** call in directly so Affirm could verify certain information. ****************** called Affirm on September 14, 2022. Affirms Account Safety team sent ****************** an affidavit for him to complete and send back in in order to aid their investigation on September 22, 2022. 
  
  ****************** sent the affidavit back in on September 25, 2022 and stated that he would also file a police report. The Account Safety team reviewed ******************** affidavit and completed their investigation on September 27, 2022 and denied ******************** claim. 
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement. ****************** requested that the case be reviewed as he did not agree with this outcome and requested more information about the merchants in which the purchases were made.
  
  The Account Safety team followed up with ****************** on October 3, 2022 and advised ****************** that the Virtual Card was used at several merchants including ****************** Photos, Funpays.com, Pets Fashion Accessor and PI Corp Hospitality. ****************** stated that he wanted more information on how to contact PI Corp Hospitality, such as their contact information.
  
  As Affirm is not partnered with PI Corp Hospitality, we are unable to provide this contact information to ******************. The Account Safety team followed up with ****************** again on October 4, 2022 and advised that the decision to deny his claim is final unless he can provide any new evidence.
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out directly via email. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18187168
  
  I am rejecting this response because: As I originally stated there are 4 charges on the this account in the amount $512.37 X 4 which equals $2049.48. I was informed by Affirm this was a charge to a company called P.I system. Please find this company information an investigate what the purchase is for this I assure you if this is done I believe we will have a more positive outcome.

  I would reach out to this company myself but I have no knowledge or information to make that happen. Also, to answer the question of goods or services paid for, and why four identical charges. If this is done I would be satisfied and relieved of this debt that does not belong to me. 

  With respect I have done my duty as a consumer to report this event as soon as I became aware of it. As a consumer I don't feel this has not been investigated with the above company mentioned.  Thank you for a positive review of the facts, that will overturn the previous ruling.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/11/2023

  Thank you for the opportunity to respond to ******************** BBB rebuttal. Affirm has reviewed ******************** complaint, which states his concern regarding unauthorized activity on the Affirm virtual card for a P.I. Systems.
  
  Plese note, Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement. ****************** requested that the case be reviewed as he did not agree with this outcome and requested more information about the merchants in which the purchases were made.
  
  The Account Safety team followed up with ****************** on October 3, 2022 and advised ****************** that the Virtual Card was used at several merchants including ****************** Photos, Funpays.com, ************ Accessor and PI Corp Hospitality. ****************** stated that he wanted more information on how to contact PI Corp Hospitality, such as their contact information.
  
  Affirm apologizes but once again, as Affirm is not partnered with PI Corp Hospitality, we are unable to provide this contact information to ******************. Affirm will review and investigate further if ****************** can provide any further and new evidence to substantiate his claim.
  
  Please note, Affirm manages the financing of ********************' purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out directly via email. 

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18187168
  
  I am rejecting this response because: Affirm states they manage the charges to the **** virtual card I was provided for use. I'm not clear as to Affirm stating they cannot do more to obtain the charge information from PI CORP HOSPITALITY.

  I'm 71 years of old and have other **** and mastercards managed by other banks, financial institutions. My experience when I have noticed fraud or unauthorized transactions on my account they immediately wanted to help resolve the issue: making contact with the company involved, in this case that would be PI CORP HOSPITALITY. They find the facts and truly try to resolve the matter, even if they need to block the card so no other charges can be made. On the day this occured I reported  to Affirm.  I declare once again I have NO knowledge of this company and surely if I had done any business with then I would reach out to them. 

  I would truly ask Affirm if in good conscious if they can say they have made every effort to resolve this reported fraud/unauthorized charges on their customers Affirm issued **** card

  May I suggest if that is all they all willing to do and not use whatever methods to reach out to PI CORP HOSPITALITY, to inform them there is possible fraud to one of their customers

  then I say *** the God that sees and knows all have mercy on us all.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/12/2022

  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.

  I made an order to Browns Shoes on October 2, 2022, used Affirm as payment method, pay in 4 payments. ****** never shipped the shoes after two days I said I want to cancel. On October 4th I received confirmation that the order is cancelled. On October 6th I noticed Affirm still hadn't cancelled the order on their end, I called Browns Shoes they said that nothing was charged because they never shipped the item and that the authorization would be lifted within 2-5 business days. It was no longer an authorization, it is a charge to my credit card. Still now the order hasn't been marked as cancelled on my Affirm loan account. Affirm actually extended the days from 14 to 25 days for the next payment to come out for some reason but haven't returned my money. I even had Browns call them on the phone and they said I had to call them. I am getting different answers from different agents and Affirm is not refunding or cancelling the order even though they SPOKE with a BROWNS SHOES agent saying the order is cancelled. I should have never been charged anything because the order never shipped anyway. I want my money returned please.

  

  Business Response

  Date: 10/27/2022

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states that she canceled her order with the merchant, ******* Shoes and needed her down payment to be refunded.
  
  Affirm's records indicate that on October 2, 2022, Ms. ****** submitted an application for loan 2OG1-CBN6, used for a purchase in the amount of $271.18 with the merchant, ******* Shoes. Ms. ****** was required to make a down payment of $67.80 and the loan had terms of 0% Annual Percentage Rate (APR) and three bi-weekly payments of $67.79.
  
  Affirm's records further indicate that Ms. ****** spoke with Affirm on October 5 and 7, *********************************************************************************************************************** ****** was advised that her down payment would be refunded in 3 to 10 business days once the merchant refunded the loan.
  
  On October 13, 2022, Ms. ******** loan was voided and she is no longer responsible for repayment of her loan. Ms. ******** down payment was refunded back to her original payment method.
  
  In the event that Ms. ****** has any further questions or concerns, we encourage for her to reach out to Affirm directly via email.

  Customer Answer

  Date: 10/28/2022

  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,
  
  Staciann Bridge

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Peleton. They offer payment plan through Affirm. They RECALLED the item and I returned it for safety reasons. I no longer have it. Peleton paid back Affirm, but not me. I paid over $1200 and I am not getting reimbursed?? It makes no sense. Im out that much money for a recalled item that they asked me to return and I still had to pay. Affirm will not return the money.

  

  Business Response

  Date: 10/27/2022

  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. ********* Peloton loan GWKL-2MJV processed on March 7, 2022 in the amount of $3,340.23 with ****% APR. The agreed-upon repayment terms were for 24 monthly payments of $139.18 on the 7th of each month. Regular payments were made from April 7, 2022 through October 7, 2022. 
  
  On October 11, 2022, a refund of $2,960.04 was issued toward the loan. As ******************** had paid $1,275.90 toward the loan already, she was issued a refund of $895.71 back to her original payment method and the leftover $380.19 covered her remaining balance on the loan, since Peloton did not issue a full refund. 
  
  Please note that Affirm is simply the financier of a purchase and all refunds are subject to the policies of the merchant. If ******************** was expecting a full refund, Affirm encourages her to reach out to Peloton directly. If ******************** has already done this and Peloton confirmed a full refund was due, Affirm requests that ******************** send in confirmation of this full refund to [email protected] so that Affirm may investigate the matter further. 
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.