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:12/09/2022

  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.

  I ordered custom headlights for my grandson on 7/30/2022, and used affirm to break up the $815 price. I never received the headlights and couldnt get any response from company (****************). I called Affirm several times starting in September to dispute the charge and initiate a refund. They finally accepted the dispute on 10/3/2022 and I heard nothing more from them until 12/9/2022. Then I received a notification that they were sending the dispute somewhere else in company and on 12/10/2022 I was informed that case was closed as it was past the 120 day **** and therefore nothing would be done. Now I am out both the headlights and my $815.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed **************** complaint, which states her frustration with the outcome of her merchant dispute. 
  
  Affirm's records indicate that **************** obtained loan CQLL-RIRP on August 1, 2022 for a purchase of $815.00 using a Virtual Card. This loan had a 0% APR, down payment of $203.75, and 3 biweekly payments of $203.75. **************** paid the loan in full as of September 14, 2022. 
  
  On September 22, 2022, **************** contacted Affirm to report that she had not received her order. A merchant dispute was opened on October 3, 2022, and Affirm requested evidence from **************** to support her claim. Specifically, Affirm requested the original order invoice, ****************' communication with the merchant, and information on the expected delivery. **************** submitted documentation of her communications with the merchant, but Affirm did not receive the other requested elements. 
  
  On December 9, 2022, Affirm closed the dispute in merchant favor as not enough evidence had been received to submit the dispute with Affirm's Virtual Card Processor, and the time to be able to do so had since expired. Affirm would like to apologize for the delay in the dispute resolution, however, please note that this resolution is final. Affirm simply manages the financing of customer purchases, and all refunds are subject to the policies of the merchant. Unless the merchant processes a refund to the loan, **************** will remain responsible for the loan balance. 
  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18552525
  
  I am rejecting this response because:
    I sent them plenty of documentation and I feel as though if they were looking for something that specific, that they already had since order was placed through Affim ************************************, that they could have communicated that with me sometime in the 3 months they were investigating.  I had zero communication from them and feel that they held this complaint until the 129 days weee up so that they didnt have to refund my money.  Any other time I have had to dispute anything the company or bank has in communication with me continuously, which is why I feel like this company is taking advantage of a senior citizen. 
  
  Sincerely,, 
  
  ***********************

  

  Business Response

  Date: 01/10/2023

  Thank you for the opportunity to respond to ****************' BBB rebuttal which states her continued frustration with the merchant dispute process.
  
  Upon reviewing ****************' complaint, a courtesy dispute case was created and escalated on her behalf to see if it was eligible for review. The team reached out to **************** on January 07, 2022 and requested specific evidence to substantiate her claim. The team has not heard from **************** yet. At this time, Affirm kindly advises her to reach out to Affirm via email and provide additional information so that they can better assist her. 
  
  In regards to her statement regarding discriminatory behavior, Affirm does not discriminate against any prohibited factors, such as race, color, religion, marital status, national origin, age, gender or ***. None of these factors play a part in Affirm's automated algorithm that determines the creditworthiness of our applicants and in no way do these factors affect your purchase total or loan terms.
  
  Affirm would like to thank *************** for her patience with this matter. In the event that she have any further questions, we encourage you to reach out directly via *******************************************************************

• Initial Complaint

  Date:12/09/2022

  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.

  Hi, I used Affirm three to get three loans to purchase items on amazon and Autozone. I have been paying down the amazon loan but refused to pay AutoZone because I did cancel the AutoZone order. I have contacted affirm a couple of times but got no resolution. But I got this message from one of the customer ******************** and only get an email threatening me with a collection.case ID is ******** ***** AT AFFIRM11/21/2022, 12:27 PM Hello *********,Thank you for contacting Affirm!I understand that you are reaching out to us regarding your loan with AutoZone. I am sorry your purchase did not go as planned. I know the importance of having the situation fixed, and I am glad to provide further insight.After reviewing your account, I see your loan with AutoZone (loan ID: ********** was processed on 09/23/2022 for $311.00, which is not showing any refunds yet. While Affirm manages the financing of your purchase, the merchant handles the fulfillment of your order; returns, cancellations, and refunds are always subject to the merchants policy.I have sent your case to the appropriate department for further review. They will give you a follow-up within 3-5 business days via email. We appreciate your patience as we review this matter for you.Thank you for being a valued Affirm customer. Should you have any questions or need assistance, please get in touch with us through the Affirm *********** at affirm.com/help or call us at ************ between 7 a.m. and 10 p.m. CT seven days a week.Have a wonderful day!Kind regards,**************Affirm ************* ********************/help Download Affirm app thanks Tunde

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concerns with receiving a refund towards his Affirm loan after cancelling his purchase. 
  
  Affirm records indicate that loan D0UI-W0Y5 processed on with AutoZone on September 23, 2022, in the amount of $311.00. The agreed upon repayment terms of the loan are 12 installments of $30.32 at an APR of *****% and payment due on the 23rd of each month. On October 7, 2022, Affirm received the first payment of $30.32.
  
  On November 21, 2022, ************ contacted Affirm and reported that his order had been cancelled and he expected a refund towards his loan. As noted in **************** BBB complaint, Affirm manages the financial portion of the purchase, and all returns, refunds, and cancellations are subject to the policies put in place by the merchant. If the merchant processes a refund towards the loan; Affirm will credit the loan balance for that amount. In response to **************** contact, Affirm's ************* team sent a secure message on November 21, 2022, informing him that his case was being forwarded the appropriate team and he could expect follow up in 3-5 business days. In reviewing **************** case, he did not receive prompt follow up to his inquiry due to his initial contact being misclassified. Affirm would like to apologize for any frustration or inconvenience caused by this. 
  
  Upon the receipt of this complaint, **************** case was forwarded to the appropriate team. On December 21, 2022, ************ was sent a secure message informing him that a dispute has officially been opened. This email asks that ************ follow up with evidence for Affirm's review and notes that the evidence submission due date is January 5, 2023. This email also explains that this process can take up to 90 days to reach a resolution. 
  
  At this time, Affirm encourages ************ to follow up to the December 21, 2022, message with his supporting documentation for Affirm's review. Affirm would also like to note that while a loan is in dispute, any outstanding or overdue payments will appear as overdue in **************** Affirm account. However, the loan is reported as 'in dispute' to Experian. As a result, outstanding payments are not reported negatively. Additionally, ************ will not be receiving notifications regarding payments due for the loan during the dispute process. 
  
  In the event that ************ has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/09/2022

  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 am a victim of identity theft nd i have notified affirm many times of this and they have not helped me resolve.Instead they keep issuing credit to someone using my personal information. I want them to block access to affirm under my social security number and remove them incorrect negative information added to my credit file. I have police reports and theft affidavits proving this account is fraud.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her claim that she is a victim of identity theft, and that loans were taken out on her account without her authorization. 
  
  Affirm's records indicate that Ms. **** currently has 16 loans on her account that have been paid in full, 9 loans that are currently overdue, and 7 loans that have charged off. Ms. **** contacted Affirm on May 31, 2022 to report that loans had been taken out on her account without her authorization. She was advised that a security freeze would be placed on her account, and that a case would be escalated to investigate her claim. Affirm's account Safety team reviewed her account, and determined that she would remain responsible for the loans on her account, pending completion of an affidavit, which was sent to Ms. **** on June 23, 2022, and again on July 7, 2022. 
  
  On July 23, 2022, Ms. **** contacted Affirm regarding loan declinations she was receiving, stating Affirm was unable to confirm her identity. Affirm was ultimately able to overturn these declinations after review, and Ms. **** was able to proceed with her loan applications.
  
  Ms. **** reached out to Affirm again regarding her claim of unauthorized activity on August 16, 2022, and Affirm again sent her an affidavit in order to provide additional details of her claim. She returned the document the same day along with a police report. Affirm reviewed her documentation, and ultimately determined that Ms. **** would remain responsible for the loans on her account.
  
  Please note, unless Ms. **** has additional evidence of her claim, this decision is final. Additionally, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Affirm can confirm that these loans are being reported accurately. 
  
  In the event that Ms. **** 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:12/09/2022

  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.

  There was two accounts open up in my name on april of 2022 identity theft. Someone open these accounts in ********** a company call AFFirm ***** I call them several times know one has respond back to me. There phone number *************.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which states his concerns that Affirm loans were obtained in his name, without his authorization. 
  
  Affirm received contact from Mr. ******* on October 14, 2022, where he expressed concerns that Affirm loans had been obtained in his name without authorization. Upon this report, a case was escalated to Affirm's Account Safety team. Affirm would like to apologize as Mr. ******* did not receive a timely follow up in his case. Affirm received a second phone call from Mr. ******* on December 2, 2022, where he again expressed concerns Affirm loans were obtained in his name without authorization. Upon this contact Mr. ********* case was escalated for review. 
  
  On December 12, 2022, Affirm's Account Safety team concluded their initial investigation. Mr. ******* was sent an email informing him that based on available information it had been determined that he would remain responsible for repayment of Affirm loans U05X-ODRQ, ********************, and R770-8Y3H. This email goes on to explain that Affirm understands there may be instances where information is missing to aid in the investigation process. For this reason, a consumer protection Affidavit was included and Mr. ******* was informed that once the completed Affidavit has been returned, the investigation will be reopened and he will be notified of the outcome within 30 days.
  
  At this time, Affirm would like to encourage Mr. ******* to complete and return the consumer protection Affidavit attached to the email sent on December 12, 2022. This will allow for a complete and comprehensive investigation with the added benefit of Mr. ********* input and information. 
  
  The information provided within the Affidavit will only be used for the purpose of the investigation. Mr. ******* can find more information regarding Affirm's Privacy Policy at affirm.com/privacy.
  
  In the event that Mr. ******* has any further questions, we encourage them to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 12/25/2022

   
  Complaint: 18514998

  I reject this response because the initial affidavit was not received on December 12, 2022, by Affirm. In addition to ruining my credit, Affirm has caused me hardship and undue stress. I have attempted to contact Affirm several times by phone and email. There is a lack of professionalism among the customer service agents and they are unwilling to assist in this matter.
   
  Sincerely,
  
  ****************

  

  Business Response

  Date: 01/06/2023

  Thank you for the opportunity to respond to Mr. ********* BBB complaint rebuttal. Affirm has reviewed Mr. ********* complaint, which states his concerns that  Affirm loans were obtained in his name without authorization.
  
  As noted in Affirm's initial respond, Mr. ******* was sent an email containing a consumer protection affidavit on December 12, 2022, informing him that once the affidavit was completed and returned to Affirm, the investigation will be reopened and he will informed of the outcome within 30 days. Upon receiving Mr. ********* BBB rebuttal, Affirm has confirmed that this communication was sent to the same email address that Mr. ******* provided on his October 14, 2022, phone call to Affirm reporting the suspected unauthorized activity. 
  
  As Mr. ******* has noted in his rebuttal that this email was not received, Affirm has proceeded with resending the affidavit to the email address provided by Mr. ******** Additionally, Mr. ******* can complete this process via  Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ******************************************************************************
  
   
  
  In the event that Mr. ******* has any further questions or concerns, we encourage them to reach out directly via email.

  Customer Answer

  Date: 01/10/2023

  I'm rejected. I haven't receive the affidavit letter by email. Affirm hasn't reach out to me once again this company is corrupted . This loan was obtained in my name without my authorization. This is stressful 

   

   

   

   
  Complaint: 18514998
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Rancher

• Initial Complaint

  Date:12/09/2022

  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.

  Pursuant 15 USC ****b - if the creditor fail to provide documentary evidence violates the requirements of 15 USC **** (b)(2)(A) and the creditor cannot report late payments.his account is negligently and inaccurately reporting failing to comply with 15 USC 1692(g) and 15 U.S. Code ****a 2)Exclusions.Except as provided in paragraph (3), the termconsumer report does not include(A)subject to section ****s3 of this title, any (i)report containing information solely.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his request to have late payments removed from the credit reporting associated with his Affirm loans. 
  
  In the documentation included in this complaint, ************ references Affirm loans A8Y5-SH9J and Q9FP-SGVQ. Affirm's records indicate that loan A8Y5-SH9J processed on July 26, 2021, for a purchase with ****** in the amount of $182.22. The agreed upon repayment terms of the loan were six installments of $32.21 at an Annual Percentage Rate (APR) of *****% and payment due on the 26th of each month. The first payment towards loan A8Y5-SH9J was not received until the date of November 30, 2021, when Affirm received payment of $128.84. On January 7, 2022, Affirm received a payment of $32.21. The final payment was received January 28,2022 for $32.22.
  
  Loan  Q9FP-SGVQ processed on July 29, 2021, for a purchase with ****** in the amount of $349.97. The agreed upon repayment terms of the loan were twelve installments of $32.48 at an APR of *****% and payment due on the 28th of each month. The first payment was not received until November 30, 2021, when Affirm received payment for $129.92. On January 28, 2022, a payment of $64.96 was received. On February 27, 2022, a payment of $32.48 was received, and on March 28, 2022 the final payment of $160.38 was received. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date.  If payment is ******************************************************************************** reviewing **************** account, Affirm found that payments for loans  Q9FP-SGVQ and A8Y5-SH9J did become more than 30 days late. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which ************ consented to and approved when obtaining Affirm loans. More information on Affirm's Terms of Service can be found here: https://www.affirm.com/terms
  
  As a result of this investigation, Affirm has determined that loans Q9FP-SGVQ and A8Y5-SH9 are being accurately reported and must respectfully decline **************** request to remove late payments from the information shared with Experian. 
  
  In the event that ************ has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/09/2022

  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 have been using Affirm for a while now and just recently it denied me because of payment history with them though my payments with them always go through and get paid they are set on automatic. I had spoke to customer service a couple of weeks ago and they were going to escalate it and have someone contact me back, but no one did.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint which states her concerns with receiving a declination notice when applying for Affirm loans. 
  
  Affirm records show that on November 27, 2022, **************** submitted a total of eight loan applications. The first application for loan HXCH-DIGF, was approved and confirmed. The additional seven applications submitted were declined. 
  
  Affirm's automated underwriting system considers more than just FICO and credit score. When reviewing a loan application Affirm considers several factors on a credit report including things like recently opened and closed tradelines, customer repayment history, credit limit and usage rate as well as inquiry history.
  
  A review of ****************' Affirm account did find that loan 1DC1-MQTE with ************************************** had a late payment that *** have been a factor in the credit decisioning of **************** applications. Loan 1DC1-MQTE processed on October 23, 2022, for $113.62. The agreed upon repayment terms of the loan were 3 biweekly installments of $28.40 at an Annual Percentage Rate (APR) of 0%. With the payments being due on November 7, 2022, November 21, 2022, and December 5, 2022. Affirm received the first payment of $28.40 on November 7, 2022. ************** did make payment attempts on the next due date dates of November 21, 2022, and November 23, 2022, however, the attempts were unsuccessful and resulted in the loan having an overdue balance. Affirm did receive payments on November 25, 2022, and December 5, 2022, and the loan is now reflected as paid in full. 
  
  These denials do not mean that ************** will never be approved with Affirm as each loan is considered separately, as indicated by the loan approval that ************** received on December 17, 2022, for Affirm virtual card loan OX3L-RVF0. 
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/11/2022 I received notice from a credit monitoring company that a new account had been opened with affirm on 09/06/2022. I contact affirm and explained the account was open without my authorization. They verified my information and said it didnt match the info used to open the loan. They then updated the loan to include all my correct information. A dispute with affirm was opened and I recently received a response that states I am liable for the unauthorized loan and their decision is final. I did not open, nor authorize this loan. My credit report has fraud alerts placed on it stating no new accounts are to be opened without my explicit approval.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his claim that a loan was taken out without his authorization. 
  
  Affirm's records indicate that loan OD33-AU4P processed on September 6, 2022 for a purchase of $100.00 with Amazon. This loan had a *****% APR, with 12 monthly payments of $8.88. 
  
  ************ contacted Affirm on November 11, 2022 to report that this loan appeared on his credit report, but he did not recognize or authorize it. Affirm's Account Safety team reviewed the account, and advised that ************ would remain responsible for the loan pending completed of an affidavit. 
  
  Affirm received a dispute via E-***** on November 30, 2022. This dispute was reviewed, and Affirm was able to confirm fraudulent activity. This was communicated to the customer directly on December 2, 2022. ********************** contacted ************ on December 15, 2022 to again confirm that he would not be held responsible for this loan, and that it would be removed from his credit report within the next reporting cycle. 
  
  Affirm would like to apologize for the inconvenience this matter has caused. 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.

  Customer Answer

  Date: 12/22/2022

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

• Initial Complaint

  Date:12/08/2022

  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 have contacted Affirms customer service on multiple occasions trying to seek answers to my concern. I am single parent of three children and I have done a tremendous amount of business with AFFIRM! I pay them before I pay things that should be paid first. Now, its Christmas time and I am trying to utilize them and I am getting denial after denial after denial with the Denial Reason as POOR PAYMENT HISTORY WITH AFFIRMthis is not accurate at all!!!!!!! And if I was late with anything I would like a proof a printout something. Its not my credit rating as all three bureaus are close to a 700! This is so unfair and extremely stressful! I made sure I was responsible and PAID YOU !!!!!!!

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed ******************' complaint, which states her frustration with being declined for loans due to her repayment history with Affirm. 
  
  Affirm's records indicate that ****************** has applied for 19 loans between September 10, 2022 and December 20, 2022. Six of these applications were declined due to ******************' repayment history with Affirm. Affirm has sent ****************** notifications of late payments on loans ********************, HZ44-DKBM, 947C-2ZZU, JJG8-EKP3, C1ZZ-****, and K9JF-9E68 in the past several months via email and SMS. 
  
  Please note, Affirm considers each loan separately. Loan approvals are determined on a variety of factors, such as a customer's credit history, repayment history, and purchase specific details. Just because a customer is declined for one loan does not necessarily mean they will always be declined. 
  
  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:12/08/2022

  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 am not liable for this debt with Affirm and do not have a contract with convergent.They did not provide me with the original like I asked.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed ********************** complaint, which states his claim that he is not liable for his debt, and his request for his loan to be removed from his credit report. 
  
  Affirm's records indicate that ****************** obtained loan SXJ1-NDQE on May 25, 2022 for a purchase of $822.55 with Walmart.com. This loan has a *****% APR, down payment of $123.38, and 12 monthly payments of $68.16. ****************** completed the first six monthly payments with no delinquency, however, the loan fell 30 days overdue when his December 25, 2021 payment was not satisfied until February 3, 2022. No additional payments were made, and the loan charged off on May 26, 2022. 
  
  ****************** contacted Affirm on July 8, 2021 once the loan was reported on his credit report and stated he did not recognize the balance reported. He was advised to contact Experian for additional information. Affirm also received a dispute via E-***** on this date. Affirm's Account Safety team reviewed this dispute, and ultimately denied his claim. 
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau and cannot make an adjustment unless an inaccuracy has been identified. Affirm can confirm that this loan is being accurately reported, and as such, must decline ********************** request to remove the loan from reporting. Affirm has not previously received a request for validation of this loan, but has included a Loan Verification document along with ********************** Truth in Lending Agreement for his reference.
  
  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:12/08/2022

  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.

  There was an order from a second party in which I did not purchase done through affirm for a show. I reached out to the third party and explained that I did not make a purchase they told me reach out to Affirm. I did so and explained to them I never made a purchase. However, they deemed me responsible because I wouldn't give them my social. I explained that I don't feel comfortable providing information that they could then open against me. I have called pled with them that they can check I never picked any tickets up or received any tickets. I also asked them to fix the issue. I'm being harassed and not sent to a collection agency who to wants my last 4 of my social and I need help resolving this issue. My credit is good and I don't owe anyone. I asked for a contact to show where I signed or agree and or provide my social and they sent me a contact with nothing I asked.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to Ms. **** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her claim that a loan was taken out without her authorization.
  
  Affirm's records indicate that loan 1BIY-LG44 processed on June 28, 2022 for a purchase of $457.15 with TicketNetwork.com. This loan has a *****% APR, with 3 monthly payments of $156.72, and charged off on November 26, 2022 as no payments were made.
  
  ************ contacted Affirm on July 18, 2022 to report that this loan was taken out without her authorization. Affirm reviewed her account and determined on August 4, 2022 that she would remain responsible for the loan, pending completion of an affidavit. ************ called the following day to express frustration with this outcome, and was encouraged to complete the affidavit. 
  
  On September 27, 2022, ************ attempted to open a merchant dispute on this loan, and was again encouraged to complete the affidavit for her unauthorized loan claim. Affirm re-sent this document to her on October 20, 2022, but has yet to receive a completed copy. 
  
  Please note, Affirm is unable to fully review **************** claim of unauthorized activity in the absence of a completed Affidavit. If ************ would like to continue to pursue her claim of unauthorized activity, she is encouraged to complete the affidavit previously sent to her, or she may utilize Affirm's webform at https://helpcenter.affirm.com/s/article/report-unauthorized-activity which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. 
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm directly via email.