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:09/20/2022

  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 playset from Spimba through Affirm AND IT NEVER ARRIVED... .Come to find out the company went BANKRUPT and Affirm hasn't given me my refund or closed the loan. I've sent them all the documents they need as proof that the company is no longer in business and yet they are sending me notices that I owe them money this week!??????

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her request for her loan to be refunded, as she never received her order.
  
  Affirm's records indicate that ************** obtained loan MH9D-4YZV on June 22, 2022 for a purchase of $1,154.00 with SPIMBA **** This loan has a 0% APR, down payment of $154.00,and 6 monthly payments of $166.67. ************** has completed her first two monthly payments.
  
  ************** contacted Affirm on August 30, 2022 to report that she had not yet received her order from the merchant. She followed up with Affirm on September 19, 2022, and Affirm opened an official merchant dispute on September 20, 2022. Both ************** and the merchant will have until October 5, 2022 to submit documentation of their claims, after which point Affirm will resolve the dispute based on the evidence received. Affirm has received documentation from **************, and she can expect communication from Affirm after October 5, 2022 with details on the resolution of her claim.
  
  Affirm thanks ************** for her patience in this matter. In the event that she 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:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Loan LGJL-1P43 Complainant purchased laptop on 08/01/22, later returning (RMA) same laptop on 08/09/22. Affirm, henceforward known as Respondent, processed credit on 08/19/22. At same time, Respondent imposed an interest charge of $55.95 against a non-refundable shipping charge of $10.66. Complainant contacted Respondent on 08/25/22, and was advised that the interest charge should be reversed and would be escalated for resolution. As of 09/21/22 or 27-days from initial contact, no credit has been issued nor any substantive response from Respondent. Complainant has submitted over a dozen inquiries to both 3rd party (Trustpilot) and within Respondents own web-based dispute (case) process. All submitted disputes were deleted shortly after submission. Respondent continues to seek the return/credit of $55.95.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to **************** BBB complaint which states his concerns regarding  an interest refund for loan LGJL-1P43.
  
  Affirm's records indicate that loan LGJL-1P43 was processed on July 28, 2022 for $4,595.53 with a *****% APR to be paid over 24 installments of $234.40. The loan was partially refunded for $4,584.87 on August 19, 2022 which left a remaining balance of $10.66. 
  
   Please note, interest will accrue at the agreed upon terms such as the purchase price as well as the APR for the loan and can not be altered to a different amount. Upon reviewing **************** complaint, Affirm processed an interest refund of $55.93 as a courtesy towards his original form of payment of September 29, 2022.
  
  In order for Affirm to operate and facilitate your loan, Affirm applies an interest rate that accrues throughout the loan period. Similar to a revolving line of credit or a credit card, Affirm applies the purchase refund to a loan balance, but in most cases Affirm is unable to refund interest that has already been paid.
  
  The refund details can be seen on his loan timeline. Please note, refund may take **** days to be processed back to original forms of payment and the timeframe may depend on the customer's banking institution.
  
  In the event that ************ has any further questions, Affirm encourages him to reach out to Affirm directly via email.
  

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  We have reviewed the response made by Affirm in reference to complaint ID ******** and find that this resolution is satisfactory. However, Affirms dubious business practices and chronic obstruction must be documented.  
  

  Unbeknown to complainant, Affirm submitted loan LGJL-1P43 interest return credit on Friday, September 30, 2022, which posted on Thursday, September 29, 2022. Since 08/25/22, over a dozen inquiries have been submitted. 36-days had elapsed.

  
  Affirm argues that said balance permitted the continuance of interest as though the full loan was still in effect. As of this writing, no truthful explanation has been offered as to how Affirm arrived at $55.95 interest on a nonrefundable shipping balance of $10.66.

  
  Though, Affirm loan agreement read *****% APR, that loan was in fact, *****% APR. This change was not disclosed and thus, discovered by the borrower after the fact. Finally, as Affirm aggressively advertises 24-months ****% APR,few receive 24-months ****% APR. This is a deceptive business ploy (bait &switch) and has nothing to do with creditworthiness and everything to do with an unregulated industry of predatory lending, high interest rates, and questionable finance calculations.

  
  Thank you for your assistance.
  

• Initial Complaint

  Date:09/19/2022

  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 canceled tickets purchase with an Affirm loan. I called Affirm tonight to make sure they received the canceled email and I'm not paying for tickets I canceled, never received and have not paid a ***** for. *************************** informed me I still need to pay for tickets I'll never get. I told him I wouldn't pay for tickets I won't get. He kept repeating I have to pay.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to your BBB complaint which states your concerns with a purchase that has not been refunded yet.
  
  Affirm's records indicate that loan 1R1B-MZA5 with Ticketfaster.com was processed on August 22, 2022 for $1,034.27 with a *****% APR to be paid over 3 monthly installments of $353.43. The loan is currently overdue for September 22, 2022.
  
  In addition, Affirm wants to assure ****************** that no negative remarks were reported towards her loan as the specific loan does not include furnishing or reporting to credit bureaus. Please note, late payments may impact her ability to finance with Affirm in the future. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds her loan, she remains responsible for the loan and repayment at the agreed upon terms. 
  
  Affirm reviewed ********************** statement regarding a cancelation email that she sent. Unfortunately, no files were received on Affirm's end. At this time, Affirm kindly advises that ****************** resubmit the cancellation email and any supporting documentation showing a refund is due. 
  
  She can submit the documentation via email at [email protected].  In the event that she  has any additional questions or concerns, Affirm encourages her to reach out directly via email or https://helpcenter.affirm.com/us/s/article/something-else

• Initial Complaint

  Date:09/19/2022

  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 used affirm to finance the payment of a laptop from ASUS totaling $3,003.14 on 8/4/2022. Before the first payment due date of 9/4/2022, I made a scheduled payment for the full loan of the item totaling $3003.14 which was paid and withdrawn from my financial institution on 9/3/22. However, Affirms loan portal claims that I still have the full balance due even though the payment was accepted and the funds were subtracted from my bank account and received by affirm. I contacted affirm disputing this issue and I provided several documents electronically showing that the payment had been scheduled, funds withdrawn, and payment made on time prior to the first installment date. In addition, I also provided a trace number from my financial institution to affirm numerous times for the transaction so that they could track the payment, but numerous employees could not provide adequate service to take this number and was escalated to multiple supervisors before finally accepting the trace. I was told that the case would be given to the correct internal investigations department and would hear back regarding the issue within 7 to 10 business days. I have contacted them several times regarding this issue with no update beyond 10 business days while being harassed by their automated email and text system threatening a negative credit report for overdue payments multiple times a day. I have been with no updates regarding the issue and I have given affirm ample opportunity to investigate and rectify the situation. This is extremely disappointing especially since I made the payment on time and I have been cooperative on numerous inquiries. I have had funds withdrawn from my account that are now unavailable to me until affirm rectifies this issue. I would like affirm to contact me to resolve the issue instead of repeatedly telling me that the issue will be transferred to the investigation team and to rescind any negative impacts on my party as the payment was made in good faith.

  

  Business Response

  Date: 10/05/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concern regarding the payment submitted toward his Affirm loan. 
  
  Affirm records indicate that **************** Asus loan KCJ2-U826 processed on August 4, 2022 in the amount of $2,948.59 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $524.41 on the 4th of each month. ************** attempted to make a payment of $3,003.14 toward this loan 11 times on September 3, 2022 and 1 time on September 4, 2022. All of these attempted payments failed in Affirms system. 
  
  On September 4, 2022, ************** reached out to Affirm and advised that the payment of $3,003.14 had withdrawn successfully from his bank account, but the loan was still showing as overdue. Affirm requested that ************** reach out to his financial institution directly for additional insight on why the payments failed. ************** also provided documentation of the funds successfully withdrawing from his account. 
  
  ************** followed up with Affirm on September 14, 2022 seeking an update on the matter. Affirm is currently conducting an internal investigation with our payment processor to see why the funds show as failing, but have still been withdrawn from **************** bank account. Affirm advised ************** of the ongoing investigation on September 15, 2022 and September 26, 2022. ************** will receive an email when there are any updates. 
  
  A payment of $524.41 was successfully made toward the loan on September 29, 2022. Additionally, this loan is not currently being furnished by Affirm and will therefore not be reported to the credit bureaus. In the event that ************** has any further questions or concerns in the meantime, we encourage him to reach out directly via email. 

• Initial Complaint

  Date:09/19/2022

  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.

  On August 31, 2022 I made a purchase at Target in the amount of $286.05 and used an Affirm loan as my payment method. Target had cancelled one of the items from my original order, but did not charge for the cancelled item. Affirm is billing me for a total loan of $668.72 which includes the price of the item that Target cancelled. I have confirmed with Target that the only charge made by them was $286.05 and that the error is on Affirm's end. I have provided Affirm with screenshots of that information, along with receipts, and they have not credited my account. I have contacted customer service several times and have not received a resolution. I have not heard from them since September 10th when they sent a stock message.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern regarding the refund for his Affirm loan. 
  
  Affirm records indicate that ****************** Target loan QHF7-6UJW processed on September 6, 2022 in the amount of $668.72 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $62.91 on the 6th of each month.
  
  On September 10, 2022, **************** reached out to Affirm and advised that he had canceled part of his order and was expecting a refund of $396.09 toward his loan. Affirm responded and advised **************** that the merchant had not processed any refunds toward his loan. Please note that the processing cutoff date for ****************** loan was September 25, 2022. This is the last day that the merchant could potentially capture any funds. Once this date passes, the Affirm loan is adjusted for the actual amount captured by the merchant. 
  
  **************** followed up with Affirm on September 14, 2022 and advised that the documentation that he had attached in his initial outreach showed that the item was canceled and he was due a refund. **************** followed up again on September 15, 2022 and September 16, 2022 requesting an update. Affirm informed **************** that his case was being reviewed and that if a merchant dispute was opened, it may take up to 30 days to resolve. 
  
  Affirm sets this timeline as it allows 15 days for both the customer and the merchant to submit any relevant evidence and another 15 days for the Affirm Resolutions team to review all of the submitted documentation. **************** expressed his dissatisfaction at this timeline and stated that this was not a merchant dispute, as Target had confirmed cancellation, however, as they had not issued any refunds toward the loan, Affirm would have to reach out to Target directly to confirm. 
  
  Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant. On September 25, 2022, the processing cutoff date for ****************** loan, the loan was issued a refund of $396.09. **************** received an email and SMS notification advising him of this refund. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email. 

• Initial Complaint

  Date:09/19/2022

  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.

  Affirm is charging me for a hotel reservation made by Priceline in *****. I was not able to enter ***** since the ******* immigration was having problems with their computers and they returned several ********* to *******. The immigration could not see the Americans passports in their computer system to verify their validity. I Was at the airport 48 hours before the reservation was made since I was going to stay somewhere else the first two days. I let Priceline and the hotel know that I wasnt going to go there 48 hours in advance due to the problem that occurred at the airport. The defense will be impossibility since I cannot control the ******* immigration system.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states her concern regarding the booking associated with her Affirm loan. 
  
  Affirm records indicate that ************************ Priceline loan 2UYH-G0PE processed on August 3, 2022 in the amount of $169.97 with ****% APR. The agreed-upon repayment terms were for 4 biweekly payments of $42.49, none of which have been satisfied resulting in the loan currently showing as overdue. 
  
  On August 13, 2022, ********************** reached out to Affirm and advised that she was unable to use the reservation associated with this loan and she requested that a dispute be opened. Affirm sent ********************** an email on August 18, 2022 requesting that she provide more information and any documentation relating to the case so that Affirm could determine whether or not she is eligible for a dispute. 
  
  ********************** did not respond to the email and her case was subsequently closed. On September 13, 2022, ********************** called in seeking an update on her case. Affirm advised that she had not responded to the email and her case was closed, however, ********************** stated that she had not received the email from August 18, 2022. 
  
  Affirm resent ********************** the request for more information after the call. ********************** followed up on September 14, 2022 and advised that she had been unable to enter the country where her reservation was placed due to issues with immigration. Affirm requests that ********************** send in any documentation that *** help our investigation, such as any communication with the merchant directly, a copy of her original booking invoice, any confirmations that she is due a refund from Priceline, etc. ********************** can send this information directly as a reply to the email sent to her on September 13, 2022. 
  
  Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant, who in this case is Priceline. Until the merchant issues a refund, ********************** remains responsible for the repayment of this loan. 
  
  In the event that ********************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18046333
  
  I am rejecting this response because:
  Priceline according to the respondeat superior legal doctrine is legally responsible for being a partner or agent of Priceline. Hence, affirm is equally responsible  for providing a refund for the charges made in the account. I am not responsible for the charges under impossibility - I could not enter the country at no fault of my own. 

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

  

  Business Response

  Date: 10/06/2022

  Thank you for the opportunity to respond to ************************ BBB rebuttal, which states her concern regarding the refund for her loan. 
  
  As stated previously, Affirm is simply the financier of a purchase. All refunds and cancellations are subject to the policies of the merchant. Affirm is able to process a refund if the merchant is found to be either working outside of their policies or if they had intended on processing a refund, but it did not go through. 
  
  Affirm requests that ********************** please send in any relevant evidence showing that she is due a refund from Priceline directly as a reply to the email sent to her on September 13, 2022. Once received, Affirm will determine wither or not ********************** is eligible for a merchant dispute. Affirm cannot guarantee that any refunds will be processed if a dispute is opened. 
  
  In the event that ********************** has any further questions or concerns, we encourage her to reach out directly via email. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18046333
  
  I am rejecting this response because: affirm is trying to collect the purchase and should not pay Priceline or should make them correct the issue since they work together 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/19/2022

  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 purchased 3 one way airline tickets through Priceline using Affirm as the form of payment. Due to the Pandemic, all flights were being canceled and credits expired without notice or warning. I touched based with Priceline, however they claim it needed to be handled by AFFIRM. I reached out via ************* with little to no assistance. Apparently now my account has been sent to a 3rd party collection ************************************************** Representative wasn't even able to provide a contact number for me. She proceeded to say they would get in contact with me, but only had my old phone number on file. Needless to say, this would never be fixed. I am requesting a full refund for the amount I will now have to pay this third party, in order to have AFFIRM removed from my credit report, as I am purchasing my first home and it is affecting the loan process. As well, I am requesting this be removed from my credit report as soon as possible. Thank you.Sincerely,***************************

  

  Business Response

  Date: 09/29/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concern regarding the collections status of her Affirm loan. 
  
  Affirm records indicate that **************** Priceline loan 4UWH-H9RA processed on March 2, 2020 in the amount of $475.26 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $46.32 on the 2nd of each month. There were 6 payments of $46.32 made from April 1, 2020 through September 1, 2020. No additional payments were made. 
  
  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 collections partners. As a result, this loan charged off to ********** on January 31, 2021. 
  
  On September 14, 2020, ************** reached out to Affirm and advised that her flight had been canceled and she had been issued a travel credit. ************** had believed that this travel credit extended into 2021 but found that it had expired in June 2020 as it had not been used. Affirm requested that ************** send in documentation to provide additional information and context into the situation. 
  
  ************** sent in her booking number and the cancellation reference number that had been provided to her at cancellation. ************** reached out to Affirm again on October 26, 2020 requesting a follow up. Affirm typically requires customers to reach out within 60 days of their loan being processed in order to initiate a dispute, however, due to **************** circumstances, Affirm reached out to the merchant as a courtesy to gather more information. 
  
  Priceline responded to Affirm and stated that they had not issued ************** the travel credit and that she might have received it from the airline directly. As Affirm is not partnered with the airline, ************** was advised on November 8, 2020 to reach out to the airline directly to discuss her travel credit. Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant. 
  
  ************** followed up and stated that she had already spoken to the airline and that they had not resolved her issue. On November 11, 2020, ************** forwarded a screenshot of her cancellation confirmation email from the airline, which stated that she was being issued a travel credit of $475.00 that would expire on June 16, 2020. 
  
  Affirm has no evidence that the merchant, Priceline, or the airline are working outside of their policy. As a result, ************** remains responsible for the repayment of this loan. If ************** would like to make a payment toward this loan, she will have to contact ********** at **************. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  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. 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:09/18/2022

  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.

  Order was made on Affirm on 6/2/2022. I used the Affirm virtual credit card to make a purchase at ************* website. Order number WN20076426214 $1287.60 was the purchase price for ************************************* sneakers, tracking number ************. On June 18, 2022, the price was reduced by $478.00 and I received a credit to the virtual Affirm card ending in **** ****. It's September and Affirm refuses to give me the credit for the refund which I have confirmation from ****** ******, I put in a dispute and instead they blocked me from paying on the account as well as reporting to the credit bureau that I'm late on the payments. I have never been late on any Affirm payment ever and they remove the ability to pay on my account. They said I can pay when the dispute is over, however they will report to the bureaus that I am late to ruin my credit (basically for asking for the refund that I am owed). This is bad business and I need assistance against this consumer abuse and how it is adversely affecting my credit. I am military with security clearances. What Affirm is doing is wrong.Afiirm Loan ID: *********

  

  Business Response

  Date: 09/30/2022

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint, which states his frustration with the order being canceled but the loan is still active.
  
  Affirm's records indicate that loan YILV-8K44 was processed on June 13, 2022 for a purchase with the merchant, ****** ******, in the amount of $1,287.60. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $125.52 due on the 13th of each month. 
  
  ************** first reached out to Affirm on this concern on August 27, 2022 and Affirm opened a Merchant Dispute case the same day. ************** replied to Affirm not satisfied with the process and advised that they still did not see the partial refund applied to their loan. Affirm did receive evidence that same day from *************** 
  
  Affirm sent a request for information to both ************** and the merchant on September 3, 2022 and Affirm opened the dispute for cancellation or return not processed. Affirm provided ************** further information on expectations on the dispute process on September 12, 2022. Affirm apologies if ************** was not satisfied with not being able to take a loan while a loan is in a disputed status. 
  
  Affirm currently does not allow for new loans to be processed while an active loan is in a disputed status. We spoke again with ************** via our chat option on September 18, 2022 and ************** had concerns around the reporting of the loan to the credit bureaus. 
  
  Please note that while a loan is in dispute, any outstanding or overdue payments will appear as overdue in the Affirm account, however, these loans are reported as 'in dispute' to Experian. As a result, outstanding payments are not reported negatively, but the status of the loan may prevent the customers from obtaining additional financing through Affirm while a dispute is active. This specific loan is not one that is furnished, so while the loan was in dispute it was not reported.
  
  Finally, on September 25, 2022 Affirm advised ************** that the loan was refunded for the partial amount that was expected for $478.00. If ************** logs into his Affirm account he will see this has been processed to the loan. 
  
  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: 10/01/2022

  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:09/18/2022

  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 tried numerous times over the past year to update my phone number using their customer service number. Their system will not allow me to update it online. I have followed all the steps they put forth. They have been able to call me back, yet wrote that they couldn't. I have sent in through their email link, my id and pertinent information in order to authenticate my account so I can get into my account and access it. They now send me regular emails about my card not being updated but will not update my phone number. I called today and was told they can't do anything else for me. They will not ***** me access to my own account yet also insist on counting the payments against my credit. This is unethical.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states her frustration with not being able to update her phone number. 
  
  Affirm first heard from ************** on January 27, 2022 and we opened an Update Phone Number case. We want to apologize that it took so long for Affirm to send the first request to submit your identification as it was not sent until April 18, 2022. ************** called in to Affirm on May 25, 2022 to see where the request was and to state that it was not successful yet. Affirm sent NetVerify requests again on May 28, August 26 and September 18, 2022. Affirm does not reflect that these request have been completed.
  
  A request for another NetVerify has been requested as of September 29, 2022. In order to update the phone number on file this step needs to occur. We are sorry for any inconvenience this has caused. Please note that any payments that are due to any loans, ************** can call into Affirm until the phone number is update to make payments. 
  
  She can call ************ between the hours of 7AM to 10PM CT seven days a week.
  
  Finally, we have investigated any credit reporting implications as a once time courtesy due to the delay in assistance on updating **************' phone number, and have taken steps to ensure that loan C2K8-74Q4 will not be reflected on her credit report. Please allow 3-5 days for this to update on your Experian Credit Report.
  
  In the event that ************** has any further questions, we encourage er to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18042564
  
  I am rejecting this response because:
  

   

  I completed the request sent on September 29th. I followed all of the instructions until the end and sent in my identification as per the instructions. It still has not been updated. I also have in the past called and tried to have them predate a payment on my new credit card. They did not do that. The customer service is severely lacking and they have now sent my payments to collections per emails. I cannot get onto my account. I called back to affirm and was told by their customer service that they cannot do anything else for me for my phone number. It needs to be updated. I did the authentication request. That is an error on their part, not mine. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/14/2022

  Thank you for the opportunity to respond to **************' BBB Rebuttal in which she states she had already completed the steps to update her phone number and verifying her identity. 
  
  Upon reviewing **************' claim, Affirm found that she was sent 4 different links to securely submit her information. However, each submission was incomplete and therefore failed. Please note, in order for Affirm to further assist ************** with her request, she must complete all of the steps and submit the requested documentation. 
  
  At this time, Affirm has sent a new link for her to complete. Once the steps are complete and if her verification passes, the team will reach out with further steps. 
  
   In the event that she has any further questions, Affirm encourages her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else

• Initial Complaint

  Date:09/17/2022

  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 purchased a product on Amazon using Affirm financing. Amazon cancelled the order but Affirm is still charging me in full. This is despite the fact Ive sent them 2 emails from Amazon confirming this AND verbal verification spending hours in 3 way conference with Amazon customer service and ********************** customer service. I have emails as proof and can verify my facts

  

  Business Response

  Date: 09/29/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed his complaint, which states his frustration with the order being canceled but the loan still being active.
  
  Affirm's records indicate that loan 6V9S-2ZQI was processed on January 31, 2022 for a purchase with the merchant, Amazon, in the amount of $158.18. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $15.42 due on the 31st of each month. This loan was charged off to Affirm on August 27, 2022. ************** can make payments to this loan by logging into his Affirm account and clicking into loan, 6V9S-2ZQI. If he clicks on the blue, Make Payment button he can schedule a payment. 
  
  ************** first reached out to Affirm on April 13, 2022, and Affirm opened a Merchant Dispute case. We sent a request for information to ************** and Amazon on the same day. On April 29, 2022, Affirm advised ************** that we had not received the proper evidence and asked him to work with Amazon further on the cancellation. 
  
  We followed up one more time to April 30, 2022 to request evidence from **************. Later on June 1, 2022 ************** stated he was no longer wanting to be contacted about this matter. His cease and desist request has been processed. Please note, since he will not be receiving any communication from Affirm, ************** will be responsible for self-monitoring and repayment of all loans under his account that are active.
  
  Affirm received a forwarded email from ************** on July 7, 2022 and August 16, 2022 that showed the order being cancelled with Amazon. However, the order number mentioned in the email for Amazon does not match with any of the Amazon orders placed with Affirm loans. Affirm advised ************** on July 22, 2022 that he remains responsible for the loan as the evidence that Affirm has received is not substantial to his claim. 
  
  Affirm apologies for any inconvenience this 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: 10/02/2022

   
  Complaint: 18040297
  
  I am rejecting this response because:if a email message directly from Amazon AND a 3 way call directly with AMAZON  isnt proof enough for a cancelled order, what else can I do or provide? They want more evidence, what else is there? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond to **************' BBB rebuttal. Affirm has reviewed his complaint, which states his frustration with the order being canceled, but the loan still being active. 
  
  Affirm's records indicate two Amazon loans in question. We have provided a breakdown to showcase the loans to their corresponding Amazon order numbers. 
  
  Loan 6V9S-2ZQI is associated with the Amazon order # ***-2007689-9104210. To date, Affirm has not received any evidence from ************** that this loan is due a refund, as the corresponding evidence does not match this order #. Once again, this loan was charged off to Affirm and payments can be made by logging onto his Affirm account and clicking the loan and then the blue, 'Make Payment' button or you may call Affirm to make a payment. 
  
  Loan IUQM-AB7R is associated with the Amazon order # ***-9577811-2249812. This is the evidence that you have sent to Affirm on several occasions, and the loan has been voided. You are no longer responsible for this loan.
  
  Affirm kindly asks ************** to review his evidence thoroughly one more time to see if he can find evidence to show that order # ***-2007689-9104210 is due a refund. At this time the dispute outcome remains the same and no refunds are due at this time unless new, substantial evidence is provided. 
  
  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.