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:12/05/2022

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

• Initial Complaint

  Date:12/04/2022

  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.

  For the last 6 months or so I have had to call affirm multiple times to try and get a account set up the first time I called in a gentleman told me that I had a account but it had a different birthday, phone number and address but the same name as mine with same last 4 of social security number.he then proceeded to change the information to my information in the account and told me I would receive a email within 3 weeks still havent received anything call back and then I get a woman on the phone she gets me to verify my information so verify everything and she tells me the birthday isnt right and then I receive a email saying she removed my phone number for the account. Also the company will not let me place the account into a fraud department so what is really going on? If you can get my issue resolved with this business it would be greatly appreciated.

  

  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 being unable to access her Affirm account.
  
  Affirm's records indicate that Ms. **** contacted Affirm on September 5, 2022 in an attempt to create an Affirm account. Ms. **** was advised at this time that there was already an account in her name, however, the agent was unable to fully verify Ms. **** with the information she provided. The agent assisted Ms. **** with updating the email address on the account, and informed her that she would receive an email with next steps regarding updating the phone number on the account, however, this email was not sent.
  
  Ms. **** reached out again on December 4, 2022 regarding the phone number on the account. An outbound call was placed in order to verify ownership of the number, and Ms. **** was advised that the date of birth would also need to be updated on the account. Affirm sent an email to Ms. **** on December 20, ******************************************************************* order to continue with updating the phone number and date of birth on the account. 
  
  Affirm would like to apologize for the delays, and any confusion, in this process. Once Ms. **** successfully completes the verification step, Affirm will be able to update her account which will allow her to regain access. In the event that she has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/04/2022

  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.

  Attach is a receipt for a product I purchased from ******* in Somerset ** also attached is the return receipt from the same store. Affirm is saying the havent received the return from ******* and are still charging me even after I sent the both attached receipts. They open a dispute and nothing is happening except them asking me to show proof that I returned the item which I did 3 times and questions about *******s return policy and communication with *******. I went to ******* 3 times, the first was approx 4 days after returning it since ******* told me it would take 3-4 day to show as a return the second time was a week later they showed me on the return receipt that it was refunded to Affirm but told me since thanksgiving it may take a little longer to show my refund. The third time I went in I explained that I came in two different times and asked if they could help me after looking at my return receipt the ******* customer care even called ********************** and tried to explain that it was returned and Affirm still hasnt removed my account. Loan (ID **********. The ******* associate recamended I open a flame with the BBB. I shouldnt have to pay for something that was returned with proof and just want this removed from my account.

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his claim that he is due a refund on his loan after returning his order.
  
  Affirm's records indicate that **************** obtained loan HHS1-86M7 on November 14, 2022 for a purchase of $241.68 with ******** This loan has a *****% APR, with 18 monthly payments of $23.83.
  
  **************** contacted Affirm on November 22, 2022 to report that he had returned his order and was expecting a full refund. He provided his original and return receipts at this time. Affirm requested some additional evidence in order to investigate further, and on November 25, 2022, **************** contacted Affirm to report that the merchant had encouraged him to allow some time to pass before the refund was fully processed. 
  
  On November 30, 2022, **************** reached out for an update, and on December 16, 2022, Affirm opened an official merchant dispute. During the dispute, both **************** and the merchant will have until December 31, 2022 to submit documentation of their claims. After this time, Affirm will evaluate the evidence on hand, and will resolve the dispute accordingly. If the dispute is closed in ******************** favor, the loan will be refunded and he will no longer be responsible for the loan balance. If the dispute is closed in favor of the merchant, **************** will resume responsibility for repayment immediately upon dispute resolution.
  
  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: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 got scammed for purchasing something that had false advertising, after contacting the merchant via Instagram dms (our only form of contact) they stopped responding to me and blocked me. They never answer their phone or email. Upon doing more research, the establishment does not exist. There is no place under that name at the address they claim to be at. They do not have a website. I made the $249.39 purchase through Affirm. Since the merchant is clearly no help, I called Affirm and opened a dispute. After about a week, I finally received an update from Affirm via email stating that they took the merchants side with this. I genuinely cannot even imagine what kind of proof that fake establishment could have given Affirm to make them agree with them. I am not sure if they photo shopped my name onto a fake schedule trying to pretend like I got the procedure done or what, but I am now paying for some thing that I have never gotten done to an establish meant that literally does not exist. I have all of the proof to show this as well, and I sent it all to Affirm. I have probably spoke to 30 different agents, every single one of them there is a language barrier, so it is very very hard to explain my issue. I have to go into detail every single time and all the phone calls are at least 45 minutes long if Im LUCKY. I never get any updates from Affirm unless I go out of my way to call them again or I have to resubmit all of my evidence again because every time I call Affirm, each agent tells me something different, saying that they cannot see all of the evidence that I have sent in MULTIPLE times now. This has been an absolute nightmare for me, I cannot believe how much evidence I have proving that I never got this procedure done and again, THAT THE ESTABLISHMENT DOES NOT EXIST, and Affirm STILL has been 0 help. I am literally losing sleep over this because this is a big purchase for me. I do not have $250 to just to lose. I am extremely upset over this and so tired.

  

  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 being responsible for payments for a service he did not receive. 
  
  Affirm's records indicate that **************** obtained loan 4RJT-T26Q on October 21, 2022 for a purchase of $237.50 with TIMELESSESTHETICS. This loan has a *****% APR, with 6 monthly payments of $41.57, and **************** is up to date with his payments. 
  
  On October 20, 2022, **************** contacted Affirm to report that he had been scammed by the merchant for this loan. He was encouraged to submit documentation of his claim, which he did the following day. Affirm requested that he provide additional evidence of his claim on October 29, 2022, including details of his contact with the merchant, confirmation of a refund owed to him, and any other relevant information, but did not receive anything additional from ****************. On November 9, 2022, Affirm reached out to **************** to report that his dispute was closed in favor of the merchant. This communication was sent in error. Affirm would like to sincerely apologize for the confusion this caused. 
  
  Affirm followed up with **************** on November 10, 2022 to again request the specific, additional documentation of his claim, which he supplied on November 12- 16, 2022. On December 14, 2022, Affirm opened an official dispute in order to review the matter further. During the dispute process, both **************** and the merchant will have 15 days to submit documentation of their claim. After this period is over, Affirm will review the evidence on hand and reach a resolution. Please note, **************** will not have to submit documentation already provided to Affirm. If the dispute is closed in ******************** favor, the loan will be refunded and **************** will no longer be responsible for payment. If the dispute is closed in favor of the merchant, **************** will remain responsible for repayment in accordance with the agreed upon loan terms. 
  
  Affirm would like to apologize for the delays in this process, and would like to thank **************** for his cooperation. In the event that he 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: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 ID ********* On 07/28/2022 I used Affirm to purchase appliances from GE. The purchase consisted of a refrigerator, washer, and dryer for a total of $5,799.00. On 08/02/2022 GE had come to deliver the items. However, I refused the Dryer ($1118.88) and connectors($16.72) and GE refunded the amount and confirmed it with. I waited weeks and noticed Affirm.com NEVER made an adjustment to my account. The first time I reached out to Affirm was by phone(**************) on 09/12/2022, this was when I talked to a rep who stated they opened up a dispute and would resolve my issue and that someone would be reaching out to me. I also sent proof that the item was canceled and refunded through a receipt that GE had provided me, the case # for the dispute is # ********. Some time passed and still, I heard nothing, so on 09/28/2022 I called back and asked for a status update on the dispute. The representative said that they would escalate the issue for me and said not to worry someone would reach out to me. I wanted again and still, no one reached out to me so I sent an email on 10/06/2022 to [email protected] explaining that I was frustrated and included my dispute # in the email. I did not get an email response. I called one final time on 10/19/2022 and expressed my frustration and was told that they don't understand why this is happening and that they were sorry and they would escalate the issue and I would get a call back in two weeks and still nothing. It is now 12/04/2022 and they still have not adjusted my loan amount.

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond to Mr. ***** BBB complaint, which states his concerns with a merchant dispute and delayed merchant refund. 
  
  Affirm's records indicate that loan VW1X-GIU8  was processed on August 01, 2022, with GE Appliances in the amount of $5,799.00. ************ agreed to repayment terms of 12 monthly installments of $483.25 at an APR of 0%.The loan received 4 payments of $483.25  on September 01, 2022, October 01, 2022, November 01, 2022 and December 01, 2022. 
  
  ************ contacted Affirm ************* on September 12, 2022, to report that an issue with the merchant. He stated that he had cancelled part of his order and that he was expecting a partial refund/ adjustment. The Affirm ************* team followed up with him on September 13, 2022 and  advised him that his case was escalated for further review. On October 06, 2022, Affirms Resolutions team requested additional evidence to substantiate his claim.
  
  Unfortunately, ************ has not submitted the specific evidence or documentation requested . Please note that Affirm requires specific evidence from the merchant showing that a customers loans are due to be refunded with a specified amount in order to process any due refunds. Since the team did not receive any evidence from ************, they are unable to determine that this loan is eligible to be refunded and as such, could not take further action regarding the issue and ************ remains responsible for your loan unless the merchant issues a full refund.
  
   In order for the team to properly review the issue, ************ must submit evidence to substantiate his claim. If he is in possession of any evidence, Affirm kindly advises that he submit it by emailing Affirm directly at [email protected].
  
  In the event that ************ has any further questions, Affirm encourages him to reach out to Affirm directly via email.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18521272
  
  I am rejecting this response because: That is a blantant LIE! I submitted evidence to Affirm showing that ** canceled part of the order with that exact email they provided [email protected] on 09/13/2022 at 3:04 pm. Furthermore I submitted evidence just now when I filed the complaint with the Better Business Bureau. If Affirm is an honest company why wouldnt they resolve the issue and provide the partial refund based on the evidence recieved from the BBB complaint? Futhermore, attached its the email that was sent to Affirm showing that I did send proof to them on the day that they requested and the ** reciept showing the part of the order was cancel that was attached to the email. Showing that this business is dishonest and is trying to STEAL my money!!!

  
  Sincerely,
  
  *********************/

  

  Business Response

  Date: 12/27/2022

  Thank you for the opportunity to respond to Mr. ***** BBB complaint rebuttal, which states his concerns with a merchant dispute and delayed merchant refund. 
  
  Affirm has reviewed **************** account, and can confirm that no evidence was received from him. Affirm did receive **************** attachments submitted with this complaint, however, there is no evidence confirming a refund is owed to his loan.
  
  When a customer makes a purchase with **********************, ********************** pays for the order in full up front, and customers are responsible for paying Affirm back over time. As such, Affirm is unable to process a refund to a loan unless funds are first received back from the merchant. In this instance, Affirm has not received a refund from the merchant. If ************ wishes to continue to pursue a refund, he is encouraged to contact the merchant directly. 
  
  In the event that ************ has any further questions, Affirm encourages him to reach out to Affirm directly via email.

• Initial Complaint

  Date:12/04/2022

  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 took a loan with affirm.Com in the amount of ******* to pay for a trip **************-All inclusive ******* check in was 08-25-2022 and check out was 08-29-2022 the trip was booked through Priceline.Com who used Booking.Com to book the trip. I cancelled my trip on 04/09/2022 by contacting Priceline.Com I thought they would forwarded the information to the hotel so I could have the refund returned but to Affirm.Com but no one passed on the cancellation, I had also booked another trip for the same days at another hotel that I thought the funds would pay for that trip that I cancelled but when I got there, my trip had not been paid for so I was stuck in ******* trying to figure out what happened, thats when I started trying to trace where the money for my trip went to I have been in contact with all parties thats involved no one is trying to accept accountability for the issue With returning the money back.

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond to ****************** BBB complaint, which states his concerns with a delayed refund for loan J1S0-2DG7 with Priceline.
  
  Affirm's records indicate that loan J1S0-2DG7X  was processed on April 13, 2022, with Priceline n the amount of $2,000.00. ************** agreed to repayment terms with a *****% APR to be paid over 12 monthly installments of $193.46.
  
  ************** contacted Affirm ************* on August 25, 2022, to report that he was expecting a refund from the merchant for the purchase. The Affirm ************* team followed up with him on August 30, 2022 and requested additional evidence to substantiate her claim. He responded on the same day provided his emails from the merchant.
  
  Upon reviewing the issue, the Affirm Resolutions team found that the loan was obtained outside of the 60 day timeframe and was no longer eligible for a formal dispute. The team advised that if a refund was desired then he would have to continue working directly with the merchant for further resolution.
  
  On December 04, 2022, you reached out again and provided emails detailing that a refund was due. On December 07, 2022, the merchant processed a refund towards the loan balance in the amount of $1,117.56. ************** received a refund in the amount of $773.84 towards his original form of payment ending in ****. On December 15, 2022, Affirm also processed an interest refund towards the loan. 
  
  The loan has now been settled and ************** is no longer responsible for the loan. Please note, the reporting will be updated from his credit report in Affirm's next reporting cycle. Please note most updates take ***** days, but in some circumstances may take longer.
  
  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:12/03/2022

  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 June 27th 2022 I had a transition call with a company called **************** which tricked me into taking a loan from Affirm. Soon after the call ended I realised that ********************** gave me false information and tricked me into taking loan from Affirm. I did not want to use their service and I reached out to Affirm asking them to cancel my loan. Affirm did nothing to help me but it did cancel the loan for one another person who was under similar circumstances. I have provided several proofs of my request to **************** to cancel my membership and asked Affirm cancel my loan. Affirm is providing a platform to this business which has several complaints regarding the transition calls.

  

  Business Response

  Date: 12/19/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states her concern regarding the refund for her loan. 
  
  Affirm records indicate that ************************ **************** loan JJIP-**** processed on June 29, 2022 in the amount of $3,998.00 with *****% APR. The agreed-upon repayment terms were for 36 monthly payments of $150.03 on the 29th of each month. 
  
  On June 28, 2022, ********************** reached out to Affirm and stated that they felt they were tricked into applying for an Affirm loan by the merchant and that they wanted to cancel their enrollment. Affirm informed ********************** on July 4, 2022 and informed her that the merchant had a non-refundable policy. Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant. 
  
  ********************** followed up with Affirm on December 3, 2022 and stated that she knew someone who had been refunded for their loan with the same merchant. Affirm reviewed ************************ documentation and on December 7, 2022, Affirm issued a full refund. Some of the refunds back to ************************ original payment method failed and needed to be issued via refund check. 
  
  Affirm sent ********************** an email from Affirm informing her that if the refunds failed, a refund check will be issued and she called in on December 7, 2022 to update her mailing address. ************************ address was updated and on December 11, 2022, Affirm followed up with her to advise that her refund check of $2,716.99 was being processed and to allow up to 30 days to receive it. 
  
  On the same date, ********************** responded and asked if her paid interest could be refunded. Affirm generally does not refund interest, however, ********************** was asked to answer a series of questions and provide documentation that the merchant had intended on refunding her earlier than December 7, 2022. This is because ********************** was responsible for the repayment of her loan until the refund was issued. 
  
  ********************** did not provide the requested information and Affirm followed up with her on December 13, 2022 to confirm that her refund check of $2,716.99 would be mailed. Affirm sincerely apologizes for any inconvenience or frustration this delay in resolution may have caused. 
  
  In the event that ********************** has any further questions or concerns, we encourage her to reach out directly via email. 

• Initial Complaint

  Date:12/03/2022

  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 bought a projector from ******* using affirm because I didnt have the full $365 to buy it. After receiving the projector, I made the first payment of $65 to Affirm through my credit card. Within a week I realized the projector was not what I needed and returned it. I was promised a full refund by the guy on the phone from affirm. I received $19. and some change. There is no way to contact Affirm by email. They took money that should have been returned to me AS PROMISED BY THEIR AGENT ON A PHONE CALL.

  

  Business Response

  Date: 12/19/2022

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the refund that she received for her loan. 
  
  Affirm records indicate that Ms. ******** *******.com loan 338X-H4RZ processed on October 5, 2022 in the amount of $363.59 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $65.72 on the 5th of each month. A payment of $65.72 was made on November 5, 2022. 
  
  On November 30, 2022, ****************** reached out to Affirm and stated that she had returned the order on November 8, 2022, but her loan was not reflecting any refunds. The Affirm ******** Care agent requested that ****************** send in a screenshot of *******s confirmation email informing her that the return was accepted and the order was refunded. ****************** read the return confirmation to the ******** Care agent, who advised her that if the merchant processed a full refund, Affirm will apply the full refund. 
  
  ******* applied a partial refund toward the loan in the amount of $326.21 on December 3, 2022. ****************** was refunded $19.57 back toward her original payment method, as the remaining $46.15 was applied to her remaining balance owed on the loan. Please note that Affirm is simply the financier of a purchase, and all refunds and returns are subject to the policies of the merchant. 
  
  Additionally, the documentation that ****************** provided to the BBB attached to her complaint shows that a refund of $326.21 was owed. If ****************** has any documentation showing a different refund amount was owed, Affirm requests that she send it to [email protected]. Affirm encourages ****************** to reach out to ******* directly for more information on the refund amount. 
  
  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.