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:12/08/2022

  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.

  I used to love affirm and because I hate to have utilization on my credit cards, I heavily used it for years. I have spent thousands of dollars and made them a lot of money in interest. About a month ago, I noticed that I was not able to purchase anything through affirm and when I contacted them, they told me that there was unauthorized activity on my account and they can't authorize any purchases unless I prove my identity. After several calls and scripted answers, they finally sent me an e-mail with a link to upload my ID. I did as they requested and nothing has changed since then, I am no longer able to make any purchases and after again, speaking with 4 different reps who promised to "escalate" the issue, I am back to square 1. I am paying off my remaining balance due with affirm and closing my account. Sadly, you have lost a good customer. I am highly disappointed in my experience with affirm and sad that it had to end on a negative note.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm reviewed her complaint which states, her frustration with the process to recover her account.
  
  Affirm's records indicate that on October 07, 2022 **************** reached out to recover her account. On October 23, 2022, the team provided her with a link to submit documents to verify her identity.  On November 03, 2022, **************** called to follow up on her request to recover her account however she had not yet completed the steps as outline in the previous email. The team informed her of this on November 09, 2022. **************** called in on the same day and requested an additional link.
  
  On November 13, 2022, a new link was sent to ****************. She called in again on November 20, 2022 22 and she was once again advised to submit the requested documentation as outlined the the Net Verify links sent to her in the prior email.  Affirm's records indicate that on November 25, 2022, **************** successfully secured her account and has regained access. 
  
  On December 13, 2022, **************** received a declination when applying for a loan with Walmart.com. Affirm investigated the issue and found that a technical error had occurred on their end. The issue was then escalated and resolved by the appropriate team. If **************** is still interested in applying for the loan, she may apply again. If the issue persists, Affirm kindly advises her to reach out to them directly for further assistance.
  
  Affirm would like to thank **************** with her patience and understanding with this issue. Please note, when suspicious activity occurs, Affirm takes the appropriate steps to protect the customer's account by placing restrictions on the account until identity is securely verified. This is done to prevent additional fraudulent activity and for the security/safety  of the customer.
  
  In the event that **************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

  Customer Answer

  Date: 12/23/2022

  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: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 paid nearly $2,000 for a pay-and-delete. I paid the money and now Im being told that affirms policy doesnt allow it. This is a complete rip off. I only had a charge off due to getting covid. I tried to even speak with the collectors of the debt and they said that it was affirms responsibility. This isnt fair that ** being told that and supposedly they have no knowledge of the previous representatives statement. Now Im being told that a case has to be created but wont allow me to speak with someone who will be able to handle it or at-least give some information. Affirm is a very shady and underhanded company. Refrain from ever using the service.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states his demand for credit reporting correction.
  
  Affirm records indicate that ****************** has 12 charged off loans OHSD-C84D, MZ07-2LVM, NGYW-NT5Q, NVK5-CKZN, YLVA-AHH7, *****************************************************, E4C4-NHRM, and APXZ-A29B with merchants ******* and Target. All loans received payments until February 2022 but received no further payments and were all subsequently charged off. 
  
  On August 25, 2022, ****************** reaches out asking if credit reporting would be removed when a charged off loan was paid. The agent responded on the same day and educated ****************** that record of the charged off loan cannot be removed when accurately reported. 
  
  The loan agreements terms and details such as furnishing were stated and agreed upon electronically by ****************** upon purchasing his orders through the Affirm loans. Affirm has emailed a copy of the documents to ****************** directly for his convenience. As stated in Affirm's Terms of Service which you agreed to upon account creation on September 10, 2019 and every time he applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: https://www.affirm.com/terms
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline your request to remove credit reporting for his loans,  ******************************************, ****************************************************************, E4C4-NHRM, and APXZ-A29B. 
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  For more information on collections payments, Affirm kindly advises ****************** to contact Affirm directly at  ************** between the hours of 7 am and 10 pm CST seven days a week, and an agent will assist him.
  
  Lastly, Affirm also did not receive any prior communication from ****************** regarding COVID 19 hardships. Affirm is taking action to support customers during these uncertain times. In the future, he may follow this link you will be able to apply and see what options are available to him prior to charge off: https://www.affirm.com/products/loan_modification.
  
  In the event that ****************** has any further questions, Affirm encourages him to reach out to Affirm directly via email.

• 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.

  On 10/26/2022, I used Affirm to purchase an item from the store Hanifa. I paid a down payment of over $300. Upon receiving my item from ******, I realized my item was too big, so I sent it back. The business confirmed my return about a week after I returned it (11/09/2022). I reported the return/cancellation in Affirm the same day (11/09/2022). Affirm requires you to contact the merchant to make sure a return was handled properly, so I did. Since 11/09/2022, Affirm reps have not given me a return that Im rightfully owed. Its been a month and Affirm still has not credited my account and canceled my loan. Each time I talk to a customer service rep, they claim they are escalating my situation, but they are not. They keep resetting the dispute time (supposed to be a week-2 weeks but its been a month for me), claiming that I have to speak with the merchant. Affirm is trying to fault me for not contacting the merchant, but *** already given them evidence of me emailing the merchant and returning the item. Affirm themselves have not even spoken with the merchant to confirm my claims are true. Affirm is refusing my refund, and because of that Im going to pursue legal action.

  

  Business Response

  Date: 12/21/2022

   

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states her concerns with receiving a refund towards her Affirm loan. 
  
  Affirm's records indicate that loan 0L0K-51LV processed with ****** for $659.00 on October 27, 2022. The repayment terms of the loan are 12 installments of $27.04 at an Annual Percentage Rate (APR) of *****% and payment due on the 27th of each month. The loan required a down payment of $381.61 that was submitted on October 26, 2022. Affirm received the first payment of $27.04 on November 27, 2022. 
  
  Please note, Affirm strictly manages the financial portion of the transaction. All returns, refunds, and order 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. To date, Affirm has not received a refund towards loan 0L0K-51LV.
  
  Affirm received contact from ****************** on November 24, 2022, where she reported that her order was due a refund. ****************** also provided documentation of a return shipping label and return authorization from the merchant. Affirm's ************* team followed up on the same day and confirmed that there had been no refunds applied to the loan and asked that ****************** contact the merchant directly. Affirm received ********************** follow up advising that she has been in contact with the merchant. ****************** was also sent another message on November 24, 2022, informing her that the her case was being forwarded to the correct department for review. 
  
  On December 20, 2022, ****************** was sent another message from Affirm's ************* team to inform her that the dispute has officially been opened. This email also explains that Affirm will require more specific evidence from ****************** as the merchant, ******, does have a return policy in place stating that "Items can be returned for store credit only". ****************************************
  
  The email sent to ****************** on December 20, 2022, also notes that the evidence due date for the dispute is 1/4/2023. After the 15 day evidence window passes, it may take an additional 15 days for Affirm to update ****************** on the final outcome. While a loan is in dispute, any outstanding or overdue payments will appear as overdue in your Affirm account, however, these loans are reported as 'in dispute' to Experian. As a result, during the disputes duration outstanding payments are not reported negatively.
  
  Affirm would also like to acknowledge the delays in officially opening this dispute on ******************** behalf, and apologizes for any inconvenience or frustration caused as a result. Affirm would like to thank ****************** for her continued patience in this matter.
  
   
  
  In the event that ****************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18542384
  
  I am rejecting this response because: I have been refunded via Hanifa for my purchase(s) and payments and will add even more documentation to prove so during the dispute process!!!
  
  Sincerely,
  
  Ceddranique *******

  

  Business Response

  Date: 12/28/2022

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states her concerns with receiving a refund towards her Affirm loan. 
  
  As mentioned an official merchant dispute was opened to investigate ********************** claim on December 20, 2022. ****************** and the merchant will have until January 4, 2022 to submit documentation of their claims, and Affirm will review the evidence received after this date. ****************** is encouraged to submit any and all relevant evidence of her claim directly to Affirm.
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via *******************************************************************
  

• 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.

  To Affirm Billing Department:I have called you several times regarding non-payment since this mess started in September 2022. I have even addressed this problem on the phone with you on a Supervisory level. I have waited in queue on the phone to you several times. To no avail. You are not getting through to my checking account over and over again. The problem is on your end. I have not ever instructed my credit union to decline payment to you. Since September they have NO record of you requesting payment on my accounts. I dont use debit cards. You will not take payment on a credit card. My hands are tied. Repeat: My credit union has no record of any declined payment to you on my account. They have no record of you on my accounts since last September. Do you hear me?Let me make myself perfectly clear: I am reporting Affirm to the *** today. You are endangering my credit! Ive had enough!Affirm Account Number: Unavailable *** Report #********* Filed 12/07/2022

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with issues encountered in submitting payment towards her Affirm loans. 
  
  Affirm's records indicate that ************** currently has three loans in an overdue status as a result of failed payment attempts. Loan DAEY-X75B processed for a purchase with Amazon on July 1, 2022, for $66.77. The repayment terms are 6 installments of $12.12 at an Annual Percentage Rate (APR) of *****% and payment due the 1st of each month. Affirm received payments of $12.12 on August 1, 2022, and September 1, 2022. All additional payment attempts from ****************** bank account have failed due to "ACH Stop Payment".
  
  Loan  ETT7-PM0O processed with Amazon on July 11, 2022, for $61.41. The repayment terms of the loan are three installments of $20.47 at an APR of 0% and payment due the 11th of each month. Affirm received payments of $24.47 on August 11, 2022, and September 11, 2022.  All additional payment attempts from ****************** bank account have failed due to "ACH Stop Payment".
  
  Loan UVW5-**** processed with Amazon on June 21, 2022, for $75.62. The repayment terms of the loan are three monthly payments of $25.21 at an APR of 0% and payment due on the 21st of each month. Affirm received payments of $25.21 on July 21, 2022, and August 21, 2022. On September 21, 2022, a payment of $25.21 was submitted, however, this payment has since had a charge back filed against it. All additional payment attempts from ****************** bank account have failed due to "ACH Stop Payment".
  
  In reviewing ****************** account, Affirm believes that the failed payment attempts noting "ACH Stop Payment" are likely a result of the chargeback filed on September 21, 2022, and ****************** financial institution subsequently blocking payment attempts to Affirm. Upon receipt of this complaint, ****************** account was reviewed by Affirm's payments team and the payment attempts were reviewed with Affirm's payment processor. The error that Affirm is receiving is as follows: Reject Response Code Description: Authorization Revoked by Consumer. 
  
  At this time, Affirm encourages ************** to contact her financial institution to proceed with removing the revoked payment authorization in order to submit her payments towards her Affirm loans, or, alternatively select a different payment method to utilize in paying her Affirm loans. 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:12/07/2022

  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 05/29/22 I took a loan with Affirm in the amount of 150$, devided into 12 payment of 14$, to buy some clothing from DollsKills store. When items arrived, couple of them did not fit. So started a return. When store received my items, i was not seen adjustment made to my loan by Affirm. After contacting store, and getting a reply that refund was issued, i still was not seen adjustment to my loan. I created merchant dispute with Affirm on July 9, 2022. When i created dispute i could see notice saying that cases like this usually take up to 21 days to resolve. 3 days after starting dispute, i got reply from Affirm asking for info. I sent it. Time passed by i was not getting any replies. Mind you, when dispute starts, you are unable to make you monthly payment, the option is gone from profile. Almost 4 months later (less than 120 days), i contact them asking what is going on, no reply. On 12/01/22 (150 days after starting dispute) I get email saying, that adjustment to my loan was made, hour later another email saying "my loan is charged off, due to not making payment for more than 120 day". Payment were paused by Affirm due dispute being in process! I contacted customer service (located in other countries) the same day, 1st time i got hung up on, 2nd time after 40+ minutes, i was told i have to wait for probably 1 business day for it to clear up and option to start making payments to appear. On 12/05/22 i chat with customer service, they said i can call them to make payment as system will not allow to pay it off from my account. Sounded worrisome to me to give my debit number over the phone. On 12/06/22 i chat again with another person, they said i can call them to pay, and they will not ask for personal info, as they have it on file. Today I DM'em with Affirm on Instagram, they said they sent my loan to collection and they do not own it anymore, i can call them and they will tell me where the loan went. Affirm is at fault for dragging dispute for 150 days!

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm had reviewed ************************ complaint, which states her concerns with a delayed resolution in her dispute, and with submitting payment towards her Affirm loan. 
  

  
  Affirm's records indicate that virtual card loan I5BJ-RSPH processed on Jun2, 1, 2022, for a purchase in the amount of $150.00. The repayment terms of the loan were 12 installments of $14.63 at an Annual Percentage Rate (APR) of *****% and payment due on the 1st of each month. On June 8, 2022, a refund for unused funds in the amount of $3.70 was applied to the loan. On June 24, 2022, Affirm received a payment in the amount of $14.63.
  
  On July 11, 2022, Affirm received contact from ******************** where she explained that a portion of her order had been returned to the merchant and she was expecting a refund amount of $41.46, but it was not reflected in her Affirm account. Affirm followed up on the same day and provided ******************** with an overview of the dispute process along with requesting documentation for review. On July 13, 2022, ******************** provided screenshots of her correspondence with the merchant and a dispute was officially opened. 
  
  On December 1, 2022, ******************** was sent a secure message to inform her the Affirm had received communication from the merchant indicating a refund of $41.46 was due, along with confirmation that Affirm had applied this amount to the balance of the loan.
  
  Affirm then received follow up from ******************** where she asked why the loan had gone into a charged off status. Affirm would like to clarify that this happened when the disputed status was removed from the loan. Affirm's system then placed the loan in a charged off status as it had gone more than 120 days of having an overdue balance. Affirm would like to apologize to ******************** for the significantly delayed resolution of her dispute. The message sent on December 1, 2022, did note that Affirm has taken steps to ensure that ******************** does not encounter any negative credit reporting implications as a result of the delays and asked that she allow 3-5 business days for this to reflect on her Experian report. 
  
  On December 6, 2022, ******************** contacted Affirm via chat to inquire how her payment for the remaining balance of the loan could be submitted. The chat agent that spoke with ******************** informed her they were unable to take the payment via chat, but that ******************** could call in and Affirm agents would be able to assist. ******************** stated that she would call to submit payment on December 10, 2022. Affirm received payment for the remaining balance of $110.62 on December 10, 2022 and loan I5BJ-RSPH is now paid in full. 
  
  Again, Affirm would like to apologize to ******************** for the delays encountered in resolving her dispute and thanks her for her continued patience throughout this process. Affirm would also like to confirm that steps have been taken to ensure that ************************ credit reporting is not impacted by these delays. 
  
  In the event that Ms. ************** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18540562
  
  I am rejecting this response because:
  When signed for a loan, agreement was small payments of 14 dollars over 12 months. The significant delay from Affirm to investigate dispute, caused this agreement to be broken, and I had to be stressed for 6 days, and break my wallet for a significant sum of 110$ to repay full balance to not Affirm, but collection agency! Affirm did not care to make it right by loyal customer, as they were paid immediately by collection agency. As long as they got their money, they left customer hanging, and very stressed out in a Holiday season!!!! 

  Affirm broke agreement and I do not accept this standard apology and thanking me for patiency?! I was relying on Affirm to make it right and resolve dispute in timely manner!!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/28/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm had reviewed ************************ complaint, which states her concerns with a delayed resolution in her dispute, and with submitting payment towards her Affirm loan. 
  
  Affirm does acknowledge the fact that ************************ loan charged off as a result of Affirm's failure to close her dispute in a timely manner. As a result of this error, Affirm has removed ************************ loan from credit reporting, so she will not be negatively impacted by a charged off status. As the loan has been paid in full, ******************** does not have any further responsibility with this loan. 
  
  Again, Affirm apologizes for this error, and the frustration it caused ********************. In the event that she has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and there is nothing that Affirm has offered to show that I am a valued customer. I hope my negative review will impact this business ability to get new customers, or stay in business with such a bad business model, and customer service.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:12/07/2022

  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 a Shopify store that uses shop pay installments partnered with Affirm and a victim of fraud resulting in over $10,000 in missing payouts. Affirm has not responded to my emails and does not have a support phone number for merchants. I have an ongoing case with Shopify that has confirmed the change of bank was made in October 2023 and the last four digits of the bank account holder that the treasury department of Affirm relayed to the Shopify support agent I have been in contact with (screenshot attached) I was not made aware of this bank change by Affirm or Shopify and only found out after reviewing bank statements for October and November 2022. I did not authorize this change of bank or received notice of this bank change as the business owner. Shopify does not allow separate payouts to multiple bank accounts on its platform and claims, "You get paid by Affirm and your payouts are sent to the same bank account that you use for Shopify Payments...". (screenshot attached) Shopify has been vague about a resolution, delayed replies by days, and passed me off to new support agents involving my case. I have bank statements that prove I did not receive these payouts, proof that none of my employees have the bank account for these stolen payouts, payout records I did not receive, and a record of all emails from Shopify support agents. Shopify has not made it clear who the guilty party is and how I will be compensated. I'm reaching out to the Better Business Bureau as a last resort to hold Affirm and Shopify responsible for delaying a resolution.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to this BBB complaint. Affirm has reviewed the complaint, which states a merchants concern regarding their payout with Affirm.
  
  This complaint has been escalated directly to the Affirm Merchant Help Team for review and response. Affirm asks that merchants please reach out to our Merchant Help Team directly by emailing [email protected], or by utilizing businesshub.affirm.com with any inquiries or issues being experienced. 
  
  In the event that this merchant has any further questions or concerns, we encourage them to reach out directly via email. 

• Initial Complaint

  Date:12/07/2022

  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 10/28/2022, I was contacted by someone stating they were with Affirm and they noticed some fraudulent activity with my account, they stated that someone was trying to purchase a microwave at ******** When I told them it wasn't me they stated they would cancel the transaction. Then they said I should move my available credit I have with their company to a virtual card so that no one could try to use my account fraudulently. I said ok, we verified my information on file and got the virtual card set up. On 10/29 and 10/30, someone used the virtual card to make purchases from ***** at the time the only info about the purchase was not a merchant name, just a number. Now Affirm wants me to be responsible for paying back this virtual card purchase that I did not use. I have contacted them several times letting them know that I did not authorize the purchases and that I did not make the purchases. I also filled out an Affirm Affidavit requesting information on the purchases with no response. They have emailed me stating that they have done investigations into the matter but keep coming to the conclusion that I am responsible for paying the virtual card loan with no evidence that I actually used the virtual card to make the purchases. Each time that I have contacted them, their so called investigations took less than 24 hours. Attached is a copy of the purchases I have made on **** this year.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint, which states his concern that an Affirm loan was obtained in his name without authorization. 
  
  Affirm's records indicate that virtual card loan E5TE-6G0W processed on October 31, 2022, for $4,670.00. The repayment terms of the loan are 6 installments of $847.78 at an Annual Percentage Rate (APR) of *****% and payment due the 28th of each month. On November 18, 2022, the loan was adjusted for unused funds in the amount of $143.77. 
  
  On November 30, 2022, ************** reported that the loan was obtained without his authorization. A case was then forwarded to Affirm's Account Safety Team for investigation. On December 3, 2022, Affirm received a PDF document from ************** showing his **** purchase history.  On December 5, 2022, ************** was sent an email informing him that based on available information, Affirm had determined that he would remain responsible for repayment of the loan. This email also explained the Affirm understands there may be missing information to aid in the investigation process and for that reason included a consumer protection Affidavit. The email went on to state that once the Affidavit was completed and returned to Affirm, the investigation would be reopened and ************** would be informed of the outcome within 30 days. 
  
  Affirm receive **************' email follow up on December 6th, along with the completed consumer protection Affidavit. Upon receipt of the Affidavit the investigation was reopened. On December 7, 2022, the Affirm Account Safety team followed up with ************** via email and explained that after a careful review of the claim, they had concluded that ************** would remain responsible for repayment of the loan. This email also states that **************' claim will only be re-addressed in the event that he has new evidence to substantiate his claim. At this time, Affirm has not received additional documentation from **************' to substantiate his claim. If ************** is able to provide new evidence to support his claim, Affirm encourages him to provide this, and the investigation will be reopened for additional review. 
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************.
  
   

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18540457
  
  I am rejecting this response because: Their "so-called" investigations into the fraudulent activity each time was completed in 24 hours or less. They haven't provided any proof that I was the one who actually used the virtual card. I have seen the virtual card in my account but I never used it and before all of this fraudulent activity took place, I have never heard or used a virtual card. Some more investigation needs to be done.

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

  

  Business Response

  Date: 01/09/2023

  Thank you for the opportunity to respond to ****************' BBB Rebuttal which states his rejection of the previous response and his concerns with the duration of the review.
  
  Affirm reviewed the claim and information provided thoroughly. The review found that **************** remains responsible for the loan with the evidence and information received thus far. As previously advised, if **************** has new evidence, he may submit it directly to Affirm and the team will gladly review the issue an additional time.
  
  In the event that **************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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 an affirm loan last year and I close it because the website would not take my address when trying to purchase items after paying off my loan early. I spoke to a customer service person I believe in August 2022 of this year and he told me I could shop on Amazon for a loan but nowhere else, I asked to speak to a supervisor and he was unable to provide me with a supervisor who could help me reopen my loan for purchases.I was able to buy candles for the amount of $63.00 on amazon but after I paid off this item early in October of 2022 my account continue to experience problems and have been unable to purchase since, and they never offered me to get a new account or reopen the old one.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her request to update her information and reopen her Affirm account. 
  
  Affirm received contact from ************** on July 11, 2022, where she requested to updated the address associated with her Affirm account. Affirm followed up the same day and confirmed that ****************** mailing address had been updated. ************** responded and stated they needed to have both the mailing and billing addresses updated. Affirm followed up once again and confirmed that the addresses had been updated. 
  
  ************** contacted Affirm via phone on August 19, 2022, and reported that while her mailing address had been updated, the billing address was not updated. The Affirm agent that spoke with ************** attempted to update her billing address as requested, but reported that Affirm's system was not recognizing the address. Due to this, ************** went on to request that her Affirm account be closed. The agent that she spoke with proceeded with the account closure as requested. Please note, Affirm requires a valid, current home address to be used as your billing address on file; we do not accept PO Boxes as billing addresses. 
  
  On October 4, 2022, ************** created her Affirm+Amazon account. On October 5, 2022, ************** loan M980-B8TO processed with Amazon for a purchase in the amount of $63.50. ************** paid the loan off in full on October 21, 2022. 
  
  On October 11, 2022, ************** contacted Affirm via phone once again. On the call ************** asked if it was possible to reopen her Affirm account. The agent that spoke with ************** went on to confirm that ****************** Affirm+Amazon account was active, but the Affirm account had been closed. The Affirm agent that spoke with ************** stated they would need to look into the matter to determine if the account could be reopened, but that they were unsure if they would be able to provide ************** with an answer due to the time of the call, as they were nearing the end of hours. ************** confirmed that she understood and stated that she may call back at another time. 
  
  Affirm would like to clarify with ************** that it is possible to reopen her Affirm account; however, for security purposes ************** will be required to provide the email and phone number associated with the closed account. Once this information has been located, Affirm encourages ************** to contact us via phone. From there, her phone number will need to be updated and the email address will need to be relinked to the Account.
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************.
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18540436
  
  I am rejecting this response because: This is the second time this has happen, below I am showing another loan that was approved and if the company will not honor what their contract say it will do their really

  is no need to deal with them. Look at the purchase in the month of November 16, 2022, they sent me in writing at my yahoo mail address.

  We'll email you as soon as your loan is confirmed, and at that point, your payment plan will start.
  For your $350.71 loan, you'll make 6 monthly payments of $58.45, with an APR of ****%. To view your loan details, sign in to the Affirm app, or go to affirm.com/u.
  Please note that your total purchase amount may still change based on final shipping costs and taxes. If applicable, we'll refund the difference. In most cases, your final loan payment will be smaller.
  Enjoy your purchase!

   

   

   

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

  

  Business Response

  Date: 12/29/2022

  Thank you for the opportunity to respond to ****************** BBB rebuttal, which states her concern regarding her loan application.
  
  Affirm can confirm that ************** did successfully apply for an get approval for a loan with Amazon on November 16, 2022. This loan has been voided in our system as of November 18, 2022. This may be because the merchant did not capture the funds or the order may have been canceled. ************** may have also experienced a redirection issue when checking out with Amazon. 
  
  Since this loan was voided, ************** does not remain responsible for repayment and the loan has been removed from her account. If ************** would like to make another purchase with her Affirm+Amazon, she may do so by choosing Affirm as a payment option at checkout with Amazon. If ************** would like to re-open her Affirm account, she will have to follow the steps outlined in our previous response and call in to **************. Affirm ************* agents are available 7 days a week from 7am - 10pm CT.
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:12/07/2022

  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 November 22, I contacted affirm about a refund they would be receiving on my behalf from peloton. I told the that the bank account I previously made payments to them was closed, and they assured me they would note that the check refund needs to be a mailed check and assured me their policy stands that they will mail the full refund within **** days. The refund was sent to Affirm by peloton on November 23, and ****** of the refund was sent directly back to the old bank account that had been closed. I called affirm, and they told me that there was nothing they could do but it was my responsibility to contact the bank even though they were the ones who sent it though noted in their records from my call with them. They said I would only be refunded **** on a paper check at that time. This continues to be the run around with them, and I am told someone will follow up or contact me and I continue to get different amounts to be refunded back to me, and not one person has been consistent. I have asked to speak to someone directly, and they tell me there is no one that will speak directly to Me on this case.I have screenshots of the contradictory information from them, and I want this resolved and to be able to speak with someone directly. I can send the additional messages as well.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concerns with receiving a full refund towards her Affirm loan. 
  
  Affirm's records indicate that loan 48FP-55X3 processed on July 19, 2019, for a purchase with Peloton in the amount of $4,649.35. The agreed upon repayment terms of the loan were 24 installments of $193.72 at an Annual Percentage Rate (APR) of 0% and payment due on the 19th of each month. All payments were received on time and the loan was paid in full with ****************** final payment of $193.72 on July 19, 2021. 
  
  On November 23, 2022, the merchant provided a partial refund of $4,324.60 towards the loan. Affirm attempted to issue three refunds of $193.72 to ****************** original payment method, however, the attempts were unsuccessful. On November 30, 2022, the merchant applied a second refund of $324.75 to the loan. Affirm again made refund attempts to ****************** original payment method, but once again the attempts were unsuccessful. Affirm would like to apologize as ************** had previously been informed these refund attempts were successful and was informed she would need to work with her bank to locate the funds. 
  
  On December 6, 2022, ************** was sent a secure message by an Affirm supervisor who explained that they had contacted Affirm's refunds team for clarification on the the total refund amount due towards the loan. On December 8, 2022, the Affirm supervisor followed up with ************** again to clarify that she was due a refund check for the full amount of the loan, $4,649.35. This email went on to ask that ************** allow 30 days to receive the refund check at her mailing address, but also noted that a request to expedite the refund check had been made. 
  
  Upon receipt of this complaint, Affirm was able to confirm that ************** was sent a refund check in the amount of  $4,649.35 on December 9, 2022. Affirm's records further indicate that the check was cashed or deposited on December 13, 2022. 
  
  Affirm would like to sincerely apologize for the conflicting information that ************** received during this process, and would like to thank her for her continued patience throughout it. In the event that ************** has any further questions or concerns, we encourage them to reach out directly via email.

• Initial Complaint

  Date:12/07/2022

  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.

  Loan date : 11/16/2022 5;33 pm Loan amount : approved for $750.00 Reason for the loan : To finance hotel stay and rental car bundled threw Priceline.com booking website.Problem with this loan : only approved for $316.01 the amount of Hotel stay , that portion of loan was confirmed and Priceline emailed me immediately with confirmation number194-829-695-17 and stay paid in full no rental car was provided as requested : Affirm Loan ID#********* Contacted Priceline help customer service to cancel reservation for hotel stay 11/18/2022 . results customer service person told all purchases are final and that to cancel with them i would Forfeit the total amount of stay at the $316.01 the price of the stay. I was told to call customer help center at ********************** to cancel the Loan as Priceline dose not assist in that . Contacted Affirm **** center : 11/18/2022 to cancel Loan EW8Q-PT4H help rep. was not very helpful and told me they are not able to cancel nor void loan as transaction was made with Priceline and stay had already paid. After much disputing asked to speak to his supervisor . Affirm supervisor : ************ spoke to cancel Loan . ***** explained after much that he understood and agreed on the cancelation of Loan EW8Q-PT4H he sent to escalation team .email was provided to me . cs#******** to call back 5 days for confirm void of loan .11/25/22 Spoke to supervisor ****** of cancel/void of Loan he told me nothing has been done that he was to flag this sent to escalation team . Called 12/6/22 12;13pm supervisor *************R no resolution, to forward to dispute team. supervisor sent email to me cs#********. supervisors say they can't reach out to these teams , wont give me contact or email for me to contact teams direct.

  

  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 cancel loan EW8Q-PT4H.
  
  Affirm's records show that on November 7, 2022, ******************** applied and was approved for loan application HPBQ-95O5 with Priceline in the amount of $707.76. However, this loan did not fully process and is now reflected in ********************' Affirm account as voided. 
  
  Affirm's records indicate that Virtual Card loan EW8Q-PT4H processed with Priceline on November 21, 2022, for a purchase in the amount of $316.01. Prior to fully processing the loan was adjusted for $0.01. The agreed upon repayment terms of the loan are 4 biweekly installments of $79.00 at an Annual Percentage Rate (APR) of 0%. 
  
  On November 18, 2022, Affirm received telephone contact from ******************** where he explained that he needed to loan to cover the cost of both his hotel and rental car. However, the amount of loan EW8Q-PT4H was not sufficient to cover this cost and that he wished to cancel the loan. The agent that spoke with ******************** explained that because the loan was in a processing status, Affirm was not able to proceed with the cancellation as requested. ******************** was then transferred to a supervisor. The Affirm Supervisor also confirmed that the loan was in a processing status and suggested that ******************** allow 24 hours for the loan to complete processing and went on to incorrectly inform ******************** that once the processing was completed Affirm could take action to cancel the loan. ******************** asked if this was a guarantee that the loan would be cancelled, and the supervisor stated that it was. ******************** then requested that the supervisor send a message confirming this. The Affirm supervisor proceeded with sending ******************** a secure message stating that after the processing was completed the loan would be voided. 
  
  Please note, Affirm simply manages the financing of customer purchases, while all matters of order fulfillment, including refunds, are subject to the policies of the merchant. Affirm is not able to override merchant policies to issue a refund, unless specific evidence indicating a refund is due is received. Affirm would like to apologize for any frustration or inconvenience caused by the misinformation that ******************** received on this call. 
  
  Upon receipt of this complaint, loan  EW8Q-PT4H was placed in a disputed status and ******************** was sent a message confirming this along with requesting documentation for Affirm's review. However, due to the misinformation provided to ******************** on his November 18, 2022, phone call Affirm has proceeded with cancelling loan EW8Q-PT4H and would like to confirm that ******************** is no longer responsible for the loans repayment. Moving forward, the Affirm agent that spoke with ******************** will be coached to ensure they are able to effectively support Affirm customers when calling in.
  
  In the event that ******************** has any further questions or concerns, we encourage them to reach out directly via email.