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:12/06/2022

  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.

  On 12/5 at 2:56 pm i received notice I had been approved for a transaction of $6,000, knowing I had made no such purchase I called at 2:59pm on 12/29 to dispute the transaction. While the person told me that they could suspend my account they could not close it and she stated that they could not say if i would be held responsible for the loan as it was it was already in process. After freezing my credit, removing my bank accounts from the account, consulting two banks to deny charges from Affirm in the amounts provided as an estimate I received another text from Affirm saying there had been attempt to process a transaction of $6,421.51 and that it had been denied due to be more than the approved amount.I have spoken to 7 people and spent an hour on the phone and Affirm will not close my account despite each person being told that the transaction is fraud. The "merchant" doesn't have any presence on the internet and was likely set up for the sole purpose of running fraudulent transactions. Despite declaring this as fraud I have been repeatedly told that I will have to wait to hear from a department that will not speak to me to know "IF" this was fraud and what the consequences will be.I am seeking the opportunity to close my account after it has been hacked and reported and yet Affirm is continuing to allow transactions to be pursued.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to **************' BBB complaint, which states his concerns with an unauthorized loan.
  
  Affirm's records indicate that loan GOSQ-6L4Y was processed on December 08, 2022, with Minyagi in the amount of $6,000. The agreed upon terms were a *****% APR to be paid over 12 monthly installments of $562.96.
  
  ************** contacted Affirm on December 05, 2022, stating that the loan was unauthorized. The Account Safety Team completed their review on December 06, 2022 and found that ************** was not responsible for the loan. 
  
  Restrictions were placed on the account on the same day and ************** was advised that if furnished, the loan(s) would be removed from his credit report in the next reporting cycle. Upon further investigation, the team found that the loan did not include furnishing. 
  
  Lastly, if ************** wishes to close his account, he must follow the procedure steps for security reasons. At this time, Affirm kindly suggests that ************** reach out directly via phone for further assistance with closing his by calling Affirm directly at  ************** between the hours of 7 am and 10 pm CST seven days a week.
  
  Affirm would like to thank ************** for his patience with this matter. In the event that he has any further questions, Affirm encourages him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/05/2022

  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.

  Someone used my phone number for Affirm to create 2 loans on my account. I told Affirm multiple times on a recorded line stating that I have nothing to do with those loans. Affirm kept calling me and harassing me for payment even after submitting an unauthorized/fraud purchase claim for weeks. The person who used my phone number also told Affirm multiple times on a recorded line that the loans should be on their account and not mine. I provided Affirm the purchase information and itinerary that proves that my name is not on any documents and the other person's name is. Affirm emailed me and said that based upon their investigation, I'm still responsible. How is that possible when I provided proof and the other person admitted it? Affirm did not investigate.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her claim that loans were taken out without her authorization.
  
  Affirm's records indicate that there are two loans on Ms. ********** account. Loan WUBZ-KFU5 processed on July 18, 2022 for a purchase of $359.42 with *********** Airlines. This loan has a *****% APR, with 6 monthly payments of $65.10. The loan charged off on December 17, 2022 as no payments were made on the loan.
  
  Additionally, loan X0XC-3YBI processed on July 25, 2022 for a purchase of $199.28 with Walmart.com. This loan has a *****% APR, down payment of $39.86, and 12 monthly payments of $15.46. If no payments are made, this loan is scheduled to charge off on December 23, 2022. 
  
  Ms. ******** contacted Affirm on October 13, 2022 to report that these loans were taken out by someone else, and should be removed from her account. She was asked to call in regarding her claim. She reached out again on December 19, 2022 to provide contact information for the person who initiated the loans, and Affirm sent her a link to complete a webform with the details of her claim. 
  
  On November 26, 2022, Ms. ******** reached out again regarding her claim, and Affirm's Account Safety team advised her on November 30, 2022 that she would remain responsible for the loans, pending additional information via Affidavit. She completed the affidavit on December 2, 2022, and Affirm advised on December 5, 2022 that the investigation had concluded, and she would remain responsible for the loans. Ms. ******** has continued to reach out since this date to dispute the outcome of the investigation.
  
  Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement. Please note, Affirm's resolution is final, and cannot be re-reviewed unless Ms. ******** has additional documentation. As such, Ms. ******** does remain responsible for the loans on her account. 
  
  In the event that Ms. ******** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan through Affirm received conformation that a loan for $2,500 was approved. Shopped and was declined twice once on Dec 2nd and again on Dec 5th at Target,not only was this embarrassing but also a waste of time not only for me but everyone behind me at the checkout line.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her frustration with an unsuccessful transaction using a Virtual Card. 
  
  Affirm's records indicate that ******************** obtained loan ****-ERGQ on December 5, ************************** the amount of $1,500.00. This loan has a ****% APR, and 12 monthly payments of $148.38. This card had an authorization hold from ******* on $1,100.97 as of December 2, 2022, which was later successfully captured on December 3, 2022. This left a remaining $399.03 balance available. As a result, the purchase attempts at Target in the amount of $537.00, $537.85, and $537.00 on December 2, $534.99 on December 5, and $503.99 on December 15, 2022 failed as there were not sufficient funds on the card.
  
  When customers apply for a Virtual Card, Affirm encourages them to create it in an amount above what they plan to spend in order to ensure successful transactions. Any unused funds will be returned to the loan balance at least 21 days from the first successful authorization.
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/05/2022

  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 29 I received a phone about my Affrim account and possible fraudulent activity. I was inform that some one created a virtual card with my account and that it was connected with a phone that I don't own. I was instructed by the person on the phone in order to prevent the charges from going through I must move the money may to my phone by creating another virtual card in the amount of *************************************************************************************************** a one time verification to my phone I went through the process. Once the call was over I decided to call the Affirm customer care line to confirm the call i just received was legitimate. Once on the phone with the fraud department they confirmed that they call I received was fake and that the virtual cards had been used with **** and Paypal, which i told them I had made any purchaces with either of those places. He inform be he would open an investigation, and i would be contacted with 3-5 business days. The very next morning I received an email from Affirm stating that I would be held responsible for the two virtual cards. I then call them back and spoke with another rep and was told to wait 24 hour because the cards were still "processing" and nothing could be done until the fund clear with the merchant, which I was told to cards under the merchant name of Cancel. December 2nd i get a notification that the fund had been processed, so I called Affirm back to find out how and why I would be held responsible for these virtual cards. At this point I asked to speak with a manger. The manger said that I would have to complete an affidavit with a signed written statement explaining the event along with a copy of my drivers license. She went on to say that the investigation would take up to 30 days to complete. I completed the affidavit and emailed it that day. It currently December 5th, and I just received and email from Affirm stating I'm still accountable and the decision is final

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his claim of experiencing unauthorized activity.
  
  Affirm's records indicate that two Virtual Card loans were processed on ******************** account on December 2, 2022. Loan FHHB-2J55 processed for $570.00 with a *****% APR, and 12 monthly payments of $55.57. Loan ****-AD97 processed for $2,000.00 with a *****% APR, and 12 monthly payments of $194.97.
  
  **************** contacted Affirm on November 29, 2022 to report that two loans were taken out on his account without his authorization. Affirm's Account Safety team reviewed the account, and determined that **************** would remain responsible for the loans, pending completion of an Affidavit. **************** completed and returned the Affidavit on December 2, 2022, and Affirm confirmed that he would remain responsible for the loans as of December 5, 2022. 
  
  On December 6, 2022, **************** called to dispute the outcome of the investigation, and was informed that the decision was final unless additional evidence was received. **************** did submit additional evidence on December 14, 2022. Affirm reviewed this additional evidence and again confirmed that **************** would remain responsible. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  
  Please note, unless the merchant provides a refund on the loan, **************** will remain responsible for the balance of this loan. In the event that **************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18528654
  
  I am rejecting this response because I how can I contact **** or PayPal about a purchase that wasnt made on my **** or PayPal account. Theres no way for them to look up the purchase. *** made an attempt to contact **** and everything is tied to an **** account. My **** account hasnt been use Im over a year. I have no other information other than two virtual card number. It to me contacting Affrim multiple times before I could even get the merchant information. I definitely regret ever doing business with a crooked company like Affirm. Ive gonna no information from your investigation department other than Im being held responsible for the charges and thats the final decision.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/29/2022

  Thank you for the opportunity to respond to ******************** BBB rebuttal, which states his concern regarding his unauthorized activity claim. 
  
  As previously stated, Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement. This also included the additional evidence that **************** provided Affirm with on December 14, 2022. 
  
  Affirm emailed **************** on December 19, 2022 and advised him again of the original resolution. Please note that Affirm is still investigating ******************** case and he will receive a follow up email from Affirm regarding any updates. 
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18528654
  
  I am rejecting this response because: I received a reply December 19 stating the same decision, that Im being held accountable for the loans. The email didnt state anything about it still being under investigation like the response just sent on BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/05/2022

  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 was denied a purchase after been approved for $3000 in affirm credit.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his frustration with a purchase that was cancelled after his loan was approved. 
  
  Affirm's records indicate that ************** applied for a loan with ************************* on November 26, 2022 for a purchase of $2,507.55. ************** agreed to loan terms of *****% APR, down payment of $501.51, and 6 payments of $364.20. 
  
  Affirm has reviewed **************' account and can confirm that this loan has been cancelled, and the purchase was not successfully processed with the merchant. If ************** would like to complete his purchase, he will need to return to the merchant's website to complete the checkout process again. Please note, as each loan is considered separately, ************** may be offered different loan terms with a new application. 
  
  Affirm would like to apologize for any inconvenience this matter has caused. In the event that ************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18527930
  
  I am rejecting this response because: thats ********. I was approved for the $2500 and while it was on processing status it later sent me an email stating your loan was NOT approved. Dont play dumb. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/27/2022

  Thank you for the opportunity to respond to ************** BBB complaint response. Affirm has reviewed ************** complaint, which states his frustration with a purchase that was cancelled after his loan was approved. 
  
  Affirm can confirm that this loan was cancelled as a result of an error with processing after the loan was approved. If ************* has documentation stating otherwise, he is encouraged to submit this documentation to Affirm via [email protected] so the team may review.
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:12/05/2022

  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 an ottoman on 7/4/22 from Interior Define. The ottoman was due to be delivered in ***** weeks. I have paid $300 of the $900. The ottoman, however, did not arrive. Affirm says I have to receive a refund from the company. However, the company will only send an email saying the ottoman will be here May 2023 and I can request a refund by email. I did, but still the company does not respond. They will not answer the phone. I contacted Affirm one month ago to say I am being charged for an item I never received. I filed a dispute and was to have the results by 11/30. No results. I sent the documentation. I contacted them 11/2 and 11/9 and both responses were I will have an answer in "3-5 business days." Today I contacted Affirm again. The lady said due to "technical difficulties" she could not access my original complaint. She would file a new complaint and escalate it. Affirm then sent a message for me to send in the proper documentation and they would have an answer in ONE MONTH. I want the loan cancelled and my money refunded.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint which states that the order was never received and she was expecting a refund. 
  
  Affirm's records indicate that loan 7CFG-S71T was processed on July 5, 2022 for a purchase with the merchant, Interior Define, in the amount of $902.04. This loan has terms of ****% Annual Percentage Rate (APR) and 12 monthly payments of $75.17 due on the 5th of each month. 
  
  On November 7, 2022 Affirm was notified of the concern due to ************** calling in. She explained her situation and the case was escalated to the appropriate team. ************** also sent in evidence and further details on November 7, November 9 and November 12, 2022 which Affirm appreciates. 
  
  On December 5, 2022 Affirms Resolutions Team sent out a final request for information and we apologize if this caused any confusion. The request for information was sent to both ************** and the merchant on the same day and the dispute was opened. 
  
  On December 8, 2022 Affirm reached out to ************** to let her know that the dispute was closed in her favor. Any payments made to the loan were refunded back to the original form of payment and can take 3-5 business days to reflect. 
  
  At this time if she logs into her Affirm account he will see that she is no longer responsible for her loan and the payments as it has been fully refunded.
  
  In the event that ************** has any further questions or concerns, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/05/2022

  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.

  purchased tires from ******** com using the affirm payment methodI email said tires was delivered to ******* and ready for pick up when I went to pick up the tires, they were not ready for pickup and was not delivered at the store of choice. I then proceeded to purchase another set of tires while in the store by paying with my Debit Card and cancelled my initial order with Affirm. I am being charged the full amount from Affirm for tires that i never recieved and I am still waiting on a refund for a payment that I made when placing the order, I have contacted Affirm multiple times who keeps promising a refund in **** business days but to no avail i have never recieved said refund and now they put the full amount on my credit score i would like this resolved in timely manner Thank you *******************

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed the complaint which states that the order was never received to the ******* store of choice and he had canceled the order and is expecting a refund. 
  
  Affirm's records indicate that loan PD5O-WWWL was processed on September 7, 2022 for a purchase with the merchant, *******.com, in the amount of $661.99. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $54.85 due on the 7th of each month. Please note that the loan currently reflects an overdue amount of $164.55. We kindly encourage a payment to be made of this amount to avoid any further overdue balances. Additionally, please note that if a loan is not paid for 120 days then it can be charged off to one of Affirms third party collection agencies.
  
  Affirm first heard from ************** on September 27, 2022 when he reached out to us via our chat service. He had explained this situation and at the time the agent did advise correctly that if he was expecting a further refund he would need to speak to *******.com. ************** agreed to this at the time. 
  
  On October 3, 2022 Affirm opened a Merchant dispute case and sent *** ***** a request for information on November 1, 2022 to be able to potentially open a merchant dispute. To date Affirm has not received any evidence or correspondence from the request. 
  
  We the spoke to ************** on November 7, 2022 and had advised him that in order for us to further investigate we needed evidence from him to show that he was due a refund and or the order was canceled. ************** called in again on December 5, 2022 and state that affirm has not done anything yet, however Affirm has not received any of the requested evidence to be able to assist further. 
  
  Please note, Affirm manages the financing of your purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds your loan, you are still responsible for repayment.
  
  In the event that ************* has any further questions or concerns, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/05/2022

  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 04/12/2022, I requested a flight ticket to ********* - ********, through ASAP ticket services that was to be paid for by Affirm.com. The total ticket price was USD ****** for ticket number ************** to travel on Thursday, May 26, 2022 6:30 PM with ****** Airlines. I agreed to a six months payment plan ($ ****** per month) with Affirm.com. I made the first payment on 05/11/2022 of $ ****** as agreed.On 05/26/2022, I went to the air port (***) and at the ****** Airlines check-in, I was told that the ticket (**************) is not a valid ticket and was not allowed to board the flight. I called Asap ticket services and they referred me to Affirm .com. I called Affirm.com and they told me that they are sorry, but there is nothing they could do to get me on the flight. Consequently, I did not travel. The following day, May 27, 2022, I called Affirm.com requesting a refund of the $ ****** that I have paid for the ticket since I was not able to travel. They (Affirm.com) said they are opening a case for the refund and after their investigations they will decide whether to refund the money or not.On 12/03/2022, I received an email from Affirm.com that they have investigated the case and their resolution is that, they are not giving me any refund and I should complete the payment for the ticket. They also told me that the balance owed will be sent to a collection agency.I am convinced that this decision is not correct and its affecting my credibility. I am therefore complaining to you (BBB) to help me get the refund and correct any details it may have on my credit report.

  

  Business Response

  Date: 12/21/2022

  Thank you for the opportunity to respond to Mr. **** BBB complaint. Affirm has reviewed the complaint which states that he was unable to use his ticket and is not satisfied with the merchant dispute outcome. 
  
  Affirm's records indicate that loan ****-ILMM was processed on April 18, 2021 for a purchase with the merchant, ASAP Tickets, in the amount of $1,154.57. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $109.93 due on the 18th of each month. The loan charged off to Affirms third party collections agency, ********** on December 3, 2022. ********** can be reached at ************** for any questions or to schedule payments.
  
  Affirm opened a Merchant Dispute case to review his concern on June 19, 2022 and requested that Mr. *** please send in any evidence to support his claim. To note Affirm sees that Mr. *** sent in evidence on June 19, June 22, and June 23, 2022. Affirm had requested evidence as well from the merchant on June 23, 2022 and we opened the dispute for investigation this same day. 
  
  We received confirmation from the merchant that the order was non-refundable due to the ticket being non-refundable and we advised Mr. *** of this on December 3, 2022 and the dispute was closed in merchant favor. Affirm also spoke with him on the phone on November 17, 2022 and December 5, 2022. Affirm understands that Mr. *** is not satisfied with the outcome of the dispute. 
  
  We understand that this may be frustrating news, and apologize for any inconvenience that this has caused. Affirm simply manages the financing of your purchase and to that end, this dispute process ultimately rides on the nature of the merchants policy. As the merchant is operating within their policy, we are unable to resolve this dispute in Mr. **** favor. 
  
  Please note, he is still responsible for making all remaining payments on this loan unless a full refund is issued by the merchant. Loan payment details can be reviewed by logging into his Affirm account. We encourage Mr. *** to reach out to the merchant to inquire further about any refunds he may be due.
  
  We have investigated any credit reporting implications as a result of his recent claim, and have taken steps to ensure that his credit report is accurately updated. Please allow 3-5 days for this to update on your Experian Credit Report.
  
  In the event that Mr. *** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18524929
  
  I am rejecting this response because:

  1. The complaint that I made was not responded to. I complained for a flight ticket to ********* which cost $ 514 and they responded to a flight ticket to ************ at a cost over $ ****. This is to inform you that the ticket in question was not purchased or paid for.

  2. The are citing company policy that tickets bought are not refundable, but in this case the ticket was never paid for. I gave the reference number of the ticket and indicated the airline involved (spirit), the transaction in their response is for a different airline and was for a different date (November) and my complaint was for a flight schedule in May.

  3. This is a clear indication that they do not want to own to their mistake and refund my money and further take my name off the debt collectors list. They did not address the issues in my complaint
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/09/2023

  Thank you for the opportunity to respond to Mr. **** BBB rebuttal. Affirm has reviewed the complaint which states his rejection of the initial response and his continued concerns regarding his order with ASAP Tickets.
  
  Mr. *** stated his frustration that loan  6SEH-OHT7 was not mentioned in the previous response. Affirm would like to apologize for any confusion this may have caused. Affirms records indicate that there were 2 loans obtained through this merchant, loans 6SEH-OHT7 and ****-ILMM. The previous response addressed loan ****-ILMM. 
  
  Loan 6SEH-OHT7 was processed on April 18, 2022 for $514.45 for a purchase with the merchant ASAP Tickets with a *****% APR to be paid over 3 installments of $178.74. The loan only received 1 payment on May 11, 2022 and was overdue for June 18, 2022, July 18, 2022, August 18, 2022, September 18, 2022, October 18, 2022 and November 18, 2022. The loan was subsequently charged off on December 03, 2022.
  
  On June 19, 2022, Mr. *** reached out stating you were not able to use the booking for the flight. On June 19, 2022, the ************* Team reached out and requested additional evidence. The team also reached out to the merchant on June 21, 2022 on his behalf. Affirm also requested evidence from Mr. *** an additional time as sufficient evidence was not submitted. Mr. *** responded with his evidence and the team initiated their review of the claim.
  
  On December 03, 2022 the investigation concluded and the team informed Mr. *** that the case was resolved in the merchants favor as no evidence provided showed that the merchant was working outside of their policies. 
  
  Please note, all refunds, returns and cancellations are subject to merchant policies. Affirm simply manages the financing of the purchase and to that end, this dispute process ultimately rides on the nature of the merchants policy. As the merchant is operating within their policy, we are unable to resolve this dispute in your favor.  Due to this reason, Affirm was unable to resolve the case in Mr. **** favor. He was also advised that he remains responsible for making all remaining payments on this loan unless a full refund is issued by the merchant. At this time, Mr. *** must continue working directly with the merchant for further resolution.
  
  Lastly, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline her request to remove credit reporting for loan 6SEH-OHT7.
  
  If Mr. *** would like to make/ discuss payment arrangements for the outstanding balance of this loan please reach out to ********** at************** for further assistance regarding loans 6SEH-OHT7 and ****-ILMM.
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to update my phone number on the Affirm.com app for several months now, possibly even a year. Apparently they still have my old number on file, and theres a completely automated service for updating phone numbers. I have tried multiple times to use this automated feature, however every single time my request is denied. Ive attached screenshots of the last email I received, they all say the same thing. In the past few months, Affirm has started asking for a copy of my ID(drivers license) and a picture of my face(using third party facial recognition technology). Every time I submit the requested information and wait, and every time I receive a message a couple days later stating my phone number cant be updated/info couldnt be verified. Ive tried calling their customer service phone number, however the employees insist they cannot change my information and that I MUST use their automated service. Apparently the phone line is ONLY for making payments over the phone. They wont even tell me what my remaining balance is, just whether or not my autopay is enabled. At this point, Im not even sure if I owe any more money from my last purchase but Im certainly still being charged! If I still owe money, thats fine, I have every intention of completing payment. But because they wont even tell me my remaining balance, Im getting concerned that I might be being charged improperly! All I want to do is regain access to my account and change my phone number on file! Please assist, this is ridiculous!

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed Mr. ***** complaint, which states his frustration with the process to update the phone number on his account. 
  
  Affirm's records indicate that ************ has been attempting to update the phone number on his Affirm account via the self-service option since September 26, 2022. He has attempted this process several times, but has been unable to successfully update his account. Additionally, he called Affirm on October 7, 2022 to complete the update, and was advised he would need to complete additional verification steps, however, the request was denied with this attempt as well. 
  
  Affirm has reviewed **************** account, and can see that ************ attempted to create several additional accounts using his phone number, which caused duplications in Affirm's system, preventing the number from being used on his active account. Please note, as a customer's phone number acts as their log in information, each phone number can only be utilized with a singular account. Affirm has taken steps to release the number from the erroneous accounts, and ************ is encouraged to attempt the update again by utilizing the self-service function here: https://www.affirm.com/products/phone_change.
  
  Affirm would like to apologize for any confusion and inconvenience this matter has caused. In the event that ************ has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/04/2022

  Type:Order 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.

  Affirm has not been able to resolve a hacking matter. My account was hacked, and someone changed my phone number on the account, but affirm representative cannot solved the issue. They put me call the same number 25 times, they try to call me back and verify me, but the number just doesn't call back to my cell phone. They send me a email few days ago said they are restricting the account, I called today they said no restriction on the account. They still can't verify me. I asked me to send me paper letter, they cannot, I said I will write paper letter they cannot accept. We don't know what to do, I ask the account to be closed and I will pay the remaining balance. They said they cannot do it. I cannot view the account and my credit is on the line. It is the worst customer service and system for verification. and no wonder hackers try to take advantage of their system. credit is on the line and the customer care person doesn't care.

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her frustration with updating the phone number on her account after experiencing unauthorized activity. 
  
  Affirm's records indicate that the phone number on **************** Affirm account was first updated on June 30, 2022. ************ contacted Affirm on July 28, 2022 to report unauthorized activity, as she had just received an email requesting some personal information from her. Affirm has reviewed the account, and can confirm this was an email sent to ************ in response to her request to update her phone number, as Affirm requires some additional verification information in order to make these changes. ************ did not complete this verification, and her request was denied. ************ was also advised that she would remain responsible for the loans on their account, as Affirm was unable to identify fraudulent activity. 
  
  On August 13, 2022, ************ again contacted Affirm to report that she could not access her account. The agent she spoke with placed an outbound call in order to verify her information, and advised that she would be receiving an email with a link to complete additional verification. This link was sent on August 14, 2022, however, ************ did not complete the verification and her request to update the number on her account was denied on August 23, 2022. 
  
  ************ contacted Affirm again on November 27, 2022 regarding her phone number update. The agent she spoke with attempted to place an outbound call, however, ************ did not answer and Affirm was unable to complete this verification step. ************ called again on this date, reporting unauthorized activity. Affirm followed up with her on December 1, 2022 to advise that no fraudulent activity had occurred, but that restrictions would be placed on the account to prevent any additional loans from being processed. 
  
  On December 4, 2022, ************ called again regarding the phone number update. The agent attempted to place an outbound call, but was again unable to reach ************. ************ called back and requested to close the account. She was informed that she would be unable to close the account while her loan was active.
  
  Please note, in order to update the phone number on a customer's account, ********************** must complete certain verification steps. Affirm has attempted to complete these steps, but has been unable to reach ************ on the phone number she is attempting to use. At this time, she is encouraged to ensure she is able to receive calls on her preferred phone number to allow these verification steps to occur successfully. 
  
  Affirm apologizes for any frustration this matter has caused ************. 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.
  
   

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but ********************** failed to give you accurate information. I have called affirm many times more than once on Nov. 27, and on December 4th. and on December 7th. Many e-mail has also been send to correspond to their supervisor and they did not respond back to my email, saying someone has changed the email address. Affirm, knows that hacker had changed my phone number and they cannot call back to verify me, we explained this to affirm for 20 times and it was still responded back, and Affirm representative end up hanging up the phone call.  *********, is one the affirm supervisor on the call, said she is the highest up, said she will update my email address since it has been changed for some reason, I should expect update in 1-2 business days, but that email address was not changed. Then affirm choose to not respond to the e-mails saying e-mail address is not on file. I waited for 7 days and the e-mail address was never updated on affirms end. I don't know what to do. I called back around that same time, affirm said the account was no longer restricted. Why is affirm lying?
  
  Sincerely,
  
  *********************