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:12/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to created a account with affirm about 8 months ago and while creating the account, informed me that there was account already created with my information. I have been speaking to customer service ever since and its just a cycle we go tru.. they ask me to email them my ID to verify my identity and then ask me to wait a few days.and I don't get any reply back...I call again.. and I get the same story!!

  

  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 her request to update the phone number on her account. 
  
  On August 8, 2022, ********************** reached out to Affirm and stated that she had tried to make what she believed would be a new account, only to find that an account already existed. However, the phone number was incorrect. Affirm takes the security of these account update requests very seriously, as a customers phone number is a crucial aspect of their login credentials. Affirm requires customers to submit identifying documentation, such as a live photo and their government-issued I.D., to our identity verification partner, NetVerify, in order to proceed with a phone number update. 
  
  ********************** received a link to submit her documents on August 9, 2022. On August 13, 2022, ************************** contact change request was denied as she did not upload the requested documentation. ********************** called in again on August 28, 2022 and October 25, 2022 to update her phone number. 
  
  Finally, on December 1, 2022, ********************** called in and advised that she also needed to update the email address on file. Affirm updated her email address while on the call and a new link was sent for her to submit her documents for her phone number update on December 14, 2022. ********************** called in that same day and requested a new link, which was sent on December 15, 2022. 
  
  ********************** has not completed any of the verification links that have been sent to her. If she wishes to proceed with her request to update the phone number on her account, she will need to reach back out and receive a new link. 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:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a program thru Vshed and Affirm was the financial institution that secured the 12 month loan. I did not receive the goods and services and contacted Affirm and was told I had to reach out to the Merchant (Vshed) before they could dispute the charge. I spent 3 months trying to work it out with the merchant contacted Affirm again when I could not come to a resolution, was advised to email: [email protected] for loan #KPUS-47SQ. was told they had a 15 day investigation. Provided case nbr ********, called back on 11/25 spoke to ****** was advise merchant had until 11/29 to respond to complaint. Called back on 12/2 spoke to ***** and he advised me resolution denied because i did not file a claim within 60 days. I reiterated per the info I was provided and website resource, claims you have to work it out with the merchant first. I tried and then told my time expired for Affirm to assist. As of this date, I have paid affirm $2K rcvd no goods or services. My loan is with Affirm and they paid VShed. Affirm refuses to own up to the info they provided me with the work towards a resolution. Maybe Affirm should consider who they are doing business with. ****** learned I used Affirm before but unfortunately their services has dramatically decreased. I provided Affirm with all the correspondence, trying to resolve the issue. If I cannot get a full refund then i would like to dissolve the rest of my loan.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her frustration with Affirm's dispute process after being held responsible for a service she did not receive.
  
  Affirm's records indicate that ******************** obtained loan KPUG-47SQ on June 27, 2022 for a purchase of $4,277.44 with V Shred. This loan has a *****% APR, with 12 monthly payments of $407.35. ******************** has completed 4 monthly payments, and her November 27, 2022 due date is currently overdue. 
  
  ******************** contacted Affirm on October 15, 2022 to report that she had not received services from the merchant, and was having trouble contacting them. On this call, she was advised of Affirm's merchant dispute process, and was told what would happen if the loan was place on dispute. During this call, Affirm's ******** Care agent asked ******************** to submit documentation of her claim, which she did on October 29, 2022. Upon receiving the documentation, it was confirmed that the loan fell outside of Affirm's 60 day dispute window and was informed that it could not be disputed. Affirm apologizes for any confusion this may have caused and has taken note of this internally. 
  
  On November 25, 2022, ******************** reached out for an update on her case. She was informed again on this date that the loan was outside of Affirm's disputable window, and was advised to work directly with the merchant. 
  
  Please note, Affirm simply manages the financing of a customer's purchase, and all matters of order fulfillment, including refunds, are the responsibility of the merchant. Unless the merchant processes a refund to this loan, ******************** will remain responsible for the loan balance. 
  
  In the event that ******************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: ******** res
  
  I am rejecting this response because: I did contact Affirm within 60 days and was told I first had to resolve with the merchant directly. When I could not resolve I called back and was told to submit my documents and they would review.  Called spoke with ****** for an update and was told ******** had until 11/29 to respond, if they do not respond then Affirm would take action.  When I followed up early December I spoke to *****, I was told that nothing was done and i could not file a dispute. I was provided a case nbr #******** an provided all the documentation, only to find out I wasn't provided the correct information from the start.  They should have filed the claim during my initial call. Basically, they told me nothing could be done.

   

  
  
  **************************************************

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ******************************** BBB complaint rebuttal. Affirm has reviewed ******************************** complaint, which states her frustrations with Affirm's dispute process. 
  
  Affirm sincerely apologizes for any frustrations caused by Affirm agents not correctly informing ******************** that the loan was outside of the 60 day dispute window when calling in. Affirm would like to note these agents are being coached to ensure they are able to effectively support Affirm customers moving forward.
  
  In order for Affirm to open a dispute for this loan, ******************** would have needed to contacted Affirm on or before August, 26, 2022. Affirm does not have a record of receiving contact from ******************** on or before August 26, 2022. 
  
  At this time, Affirm encourages ******************** to work directly with the merchant, *******. If the merchant does process a refund towards the loan; Affirm will credit the loan balance for that 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.

• Initial Complaint

  Date:12/02/2022

  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.

  Have called multiple times to change my phone number so I can use Affirm and they keep giving me the run around. Then I called and they said itll take 4 business days to be updated.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her frustration with the process of updating the phone number on her Affirm account. 
  
  Affirm's records indicate that ************ contacted Affirm on November 29, 2022 to update the phone number on her account. She called again on December 2, 2022, as she had not received any follow up, and was provided with a 4 business day timeframe. On December 8, 2022, Affirm sent ************ a link to complete a verification process, which she successfully completed. Her phone number was updated on her account on December 14, 2022. 
  
  Affirm takes the security of our customers very seriously, and has specific procedures in place in order to protect our customers's accounts. With that being said, Affirm would like to apologize for any delays in this process, or any frustrations experienced by ************ during the process. 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:12/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a wig through Wig.com and used Affirm to pay for it. I returned the wig for a refund. I received an email from Wigs. com (also doing business as Beauty and ********* Client) that my refund in the amount of $200.35 was processed on 11/1/2022. On 11/03/2022, I received an email from Affirm that my refund of $200.35 was refunded. As of today, 12/02/2022 I have not received the refund. I have contacted both companies multiple time and they always refer back to each other. I paid Affirm $212.25 which included the shipping. Wigs.com did not refund the shipping and Affirm states they won't release my money until Wigs.com refunds them the extra $11.90, the cost of the shipping. Wigs.com said they've refunded the money that was owed to me. I just want my $200.35 back. They can quibble between themselves about the $11.90. I paid all of it and I can't understand why I'm the victim in this since I did what I was supposed to do. I would like to get my refund and get this matter resolved. Hello ******,Your refund was successfully processed to your Affirm account in the amount of $200.35 on 11/1/22. Please allow 3-9 business days to see this amount reflected in your account. In the event you do not see it reflected in your Affirm account please reach out to the Affirm company.We regret any inconvenience and hope you were satisfied with our service. We strive for excellent customer service through our expert help.There are licensed cosmetologists on staff ready to assist you. If you wish to speak to us directly, please call ************ (outside the U.S., please call **************) Monday through Friday, 8:00AM to 6:30PM Central Time.Your refund is here!Wigs.com has processed your refund, and we've applied the full amount to your balance.StoreWigs.com Refund amount$200.35 Remaining balance$11.90 Your remaining balance consists of any shipping or restocking fees. To see details, please sign in.Have any questions? Just reply to this email, or find answers in our Help Center.Thanks! The Affirm team --********************* *********************************

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her claim that she has not received a refund she is owed. 
  
  Affirm's records indicate that ****************** obtained loan OLRT-YP2V on October 19, 2022 for a purchase of $212.25 with Wigs.com. This loan had a 0% APR, with 4 biweekly payments of $53.06. The merchant refunded $200.35 back to the loan on November 1, 2022, and ****************** paid the remaining balance of $11.90 on November 3, 2022. 
  
  On November 29, 2022, ****************** contacted Affirm to report that she had not received the refund she was owed after returning her order. Affirm advised her that a refund of $200.35 was processed to the loan, and that she would need to contact the merchant directly regarding any unrefunded amount, as all refunds are subject to the policies of the merchant. ****************** followed up on December 12, 2022 confirming that the remaining $11.90 was non-refundable shipping charges, but that she was looking for the $200.35 to be refunded to her. 
  
  Please note, when a customer completes a purchase with **********************, ********************** pays the merchant in full up front for the order, and the customer is responsible for paying ********************** back over time. If a merchant processes a refund to Affirm, the customer will only be refunded directly for payments they have already completed. In this case, ****************** only made a payment for the non-refundable portion of the loan, and the refund from the merchant was processed to the balance of the loan. As the loan has been fully settled, ****************** does not remain responsible for making additional payments. Furthermore, no refunds are owed directly to ******************* 
  
  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.

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  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.

  - Early this year there was a fraudulent charge made on my Affirm account (Loan ID **********. ********************** is a "buy-now-pay later" merchant and an unknown person fraudulently made a purchase using my account around May 2022. - Affirm did not send any notification of this charge but began to take the payments from the card that I had on file. - Once I noticed the fraudulent charge, I filed claims with Affirm and my bank. The bank approved the fraud claim and reversed the charges. Affirm indicated that they would need to do an investigation. - Affirm also said that while they investigated, they would be locking the account, putting all payments on hold and would not be reporting any payments as past due. However, while investigating, they reported the reversed payments as past due to the various credit bureaus.- After having to follow up for updates and responses for several months (as Affirm was not taking any action upon my numerous requests to do so) Affirm concluded that I would be responsible for this fradulent charge even though I had not made this initial transaction and Affirm unknowingly charged off the loan during this time to a credit agency and added to my credit report.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed his complaint, which states his concerns regarding an unauthorized loan on his account. 
  
  Affirm records indicate that **************** mytrip.com loan IC46-GLR6 processed on February 24, 2022 in the amount of $303.90 with *****% APR. The agreed-upon repayment terms were for 3 monthly payments of $103.79 on the 24th of each month. There were 3 payments of $103.79 made on March 24, 2022; April 24, 2022; and May 24, 2022, respectively. These payments were all eventually charged back with **************** financial institution. 
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Affirm found that his bank still holds the funds and is investigating the chargeback. Once his bank finishes its investigation, the funds may be returned to Affirm or back to his payment method depending on their adjudication. 
  
  When a payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collection partners. Since none of the funds for the payments made are with Affirm, the loan charged off on July 23, 2022. 
  
  On June 8, 2022, ************ reached out and reported the loan as fraudulent. Affirms Account Safety team investigated his claim and requested that he complete an affidavit on July 25, 2022. He completed the affidavit on August 11, 2022 and provided the additional requested documentation. The Account Safety team completed their investigation on August 12, 2022 and denied his claim. 
  
  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. On August 16, 2022, he called in and wanted to know why his loan had been sent to collections.
  
  Affirm explained that due to the chargebacks the loan had no payments on it and since ************ had been found responsible for repayment, the loan subsequently charged off. On August 24, 2022, he called in to make a payment on the loan. Affirm experienced a technical error in which the loan was showing as being held with Affirms collection department, but Affirm ************* agents could not process your payment.
  
  On September 12, 2022, Affirm followed up with ************ and advised that the issue had been resolved and he should now be able to make payments by calling in to our *********** at ************. 
  
  As a result of this investigation, Affirm has found ************ responsible for repayment of this loan and therefore respectfully declines his request to remove it from his credit report. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: https://www.affirm.com/terms
  
  In the event that ************ has any further questions or concerns, Affirm encourages him to reach out directly via email. 

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Changed my email and phone number on line. They locked me out of my account. Called and asked for my phone number and called to verify never heard again. It has been almost 3 and ahalf months ***** nothing. So called again 4 days ago still nothing. Called my number again and verified number. Said would send a email to send in copy of ID, still no email. I had paid my account 5 months or more in advance, but the way they are going I'll soon be behind. I think if they do that I shouldn't have to pay interest for them taking so long. I'm not stupid I don't think it should take 3 or 4 months to do something that should be done in 5 minutes. Please help me it's very frustrating when my husband passed last month and have to keep putting up with this from this company. My other phone locked me out and all my informed is on it until they let me into my room. Thank you.

  Customer Answer

  Date: 12/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/02/2022

  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 utilized Affirm.com well I used their mobile application on IOS to purchase a flight with Gotogate in 12/21/21. I was unable to take the trip as I had Covid-19.I tried many times to reach Gotogate. I was given the run around and they did everything they could to avoid cancelling, to change, or even refund me for the flight. I contacted Avianca Airline with Gotogate on the line. ******** tried to lie and say they were not able to refund me or cancel the flight. ******* advised Gotogate to obtain the needed documents (cancellation email ,covid-19 test results, and the refund request from Gotogate). No one from Gotogate reached out to me, I made several attempts to reach someone when I did I was advised to wait for the email which never arrived. Fast forward I reached out to Affirm to request a refund and was informed to reach out to the merchant. I informed them I have done that. Time goes by and I received a collection call from Affirm. I explained to them why I feel like I do not need to make any more payments. I was told I could initiate a dispute with Affirm and with my back. I submitted the dispute on 10/19/2022. I was told the calls would stop, a halt would be placed on the payments while the dispute was in process. 10/24/22 I received a call I explained to them with the previous person said. I also informed the gentleman that I was unable to submit all of the documents for the dispute via the app. He sent me an email, I responded with all of the documents and I was informed to wait ***** business days. Time passes and I call for an update. I was told to wait an additional 3-5 business days that passes. A collection person called and I asked for an update. I was advised to wait another 3-5 business days. The Thanksgiving holiday passed. Black Friday I was told I need to make payment before they charge my account off on 12/26/2022 and send it to a collection agency. I would told I needed to make payments until further notice. I received another collection call and I asked for an update. I was told a notification would be sent to the team that was handling the dispute but a timeframe for a resolution was not provided. I asked for a manager and spoke to ******. He said the dispute should have been filed within ***** days. I explained I was not aware I could dispute the transaction until his representative explained it to me in October. He proceeded to say you still need to make the payments until the dispute is resolved and if it is approved we will refund you what you have paid. He said the dispute could take up to ******************************************************************************************** to continue to reach out to the merchant I explained to him I did not know their policy, I have tried reaching the merchant without success. Now Affirm is giving me the run around and just asking for additional time when I was told several times it would take 10 -15 business days and an additional 3- 5 business days 2-3 times. I do not want a service I was unable to use to affect my credit and I want my money that I have paid thus far back $381.68. I don't think my request is unreasonable given the circumstances. I did not know I would get Covid and definitely did not want it.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint which states that her flight was canceled and she is wanting the loan canceled as well. 
  
  Affirm's records indicate that loan XZOT-190S was for a purchase with the merchant, gotogate.com, in the amount of $551.71. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $53.78. Please note that the loan shows a current overdue balance of $209.90. The loan is also scheduled to charge off on December 26, 2022. 
  
  If a payment is 120 days overdue, the loan will be charged off and may be sent to a third-party collections agency. Affirm can continue to accept payments until our third-party collections partner receives the loan. Please note that once the loan is charged off, the status is irreversible.
  
  Affirm first opened a merchant dispute case request on October 6, 2022 due to **************** advised on her issue with the loan. She called into Affirm on October 19, 202 to explain the situation further and get any updates. The same day Affirm sent her a request for information on her loan and she sent in evidence as requested. On October 24, 2022 Affirm received further evidence from her. She called in again on November 17, 2022 requesting an update on her case. We advised that we were still working on it and the case was escalated. 
  
  Affirm apologizes for the delay since her update in November but as of December 15, 2022 Affirm has reviewed and investigated the claim. 
  
  Please note that the loan was confirmed on December 29, 2021. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regards to this loan until October 6, 2022. We truly understand the situation and are very sorry to hear that there has been trouble receiving any refunds to this loan. We apologize that we are not able to open an official dispute and for any confusion this may have caused. 
  
  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. 
  
  We encourage you to kindly continue trying to work with gotogate.com and the airline to further assist with the refunds, if applicable. 
  
  In the event that you have any further questions or concerns, we encourage you to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18513841
  
  I am rejecting this response because: the email I received from ******* is slightly different than the response that the BBB was supplied with. My response also says I did not provide enough evidence to support my dispute. I asked them if additional information was need and I would have been able to supply it. No one from Affirm room any initative to reach out to me for additional evidence. I talked to representative at Affirm within the ************************************************************************************************* until I conferenced them on the phone with the airlines. Everyone knows if you had COVID in 2021 and the beginning of 2022 you could not board an international flight with COVID.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to ******************** BBB complaint rebuttal. Affirm has reviewed ******************** complaint, which states her concerns with receiving a refund towards her Affirm loan. 
  
  As noted in Affirm's previous complaint response, the loan was confirmed on December 29, 2021. In order to dispute the loan Affirm can open a dispute within 60 days of the confirmation date. Affirm did not receive communication in regards to this loan until October 6, 2022.
  
  Upon receipt of ******************** BBB rebuttal Affirm did discover that **************** reached out on April 28, 2022, via Affirm *********** and explained that the merchant had confirmed her order was cancelled or refunded, but this was not reflected on the loan timeline. Please note, at the time of this contact the loan was outside of Affirm's 60 day dispute window. Affirm ************* sent **************** a follow up on April 29, 2022, and asked that she reach out to the merchant regarding the refund amount as no refunds had been applied to the loan. 
  
  Affirm encourages **************** to work directly with gotogate.com and the airline to further assist with the refunds, if applicable. If the merchant does process a refund towards the loan; Affirm will credit the loan balance for that amount. 
  
  In the event that **************** has any further questions or concerns, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/02/2022

  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 made a transaction on 9/12/2022 from hsn through affirm. I never recieved the item. I contacted affirm and they said they would do a dispute. No payments were to be made. I am now being charged for the item that I never recieved with affirm although hsn has said that they returned the amount.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint which states that you had a loan that was canceled with the merchant and are expecting a refund. 
  
  Affirm's records indicate that loan M3S3-FKM0 was for a purchase with the merchant,HSN, in the amount of $979.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $88.82. 
  
  ************** reached out to Affirm via our *********** on November 2, 2022 to advise that the order had been canceled but the loan was not reflecting the refund. Affirm requested that she please provide further details and or evidence to show the cancellation on November 3, 2022. ************** provided evidence the same day and Affirm advised her that we had sent the evidence and the information to our virtual card processor for them to investigate further. We also had advised the process can take up to 90 days before a resolution is found. 
  
  ************** reached out on December 1, 2022 asking why she was receiving notification of late payments and Affirm advised the following day that the loan was in dispute and she was not expected to pay while the loan was in a disputed status. 
  
  On December 8, 2022 Affirm advised that the virtual card processor resolved the dispute in her favor and the refund of $979.00 was processed to the loan. Affirm apologizes for any inconvenience this had caused and at this time ************** is no longer responsible for the loan. 
  
  In the event that you have any further questions or concerns, we encourage you to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:12/01/2022

  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 got a loan from them, and bought some crystals on line. I filed a complaint because they hadnt came, doing so paused the payments. It DOES NOT ALLOW YOU TO OAY DURING A DISPUTE, I never heard back on my dispute!! Ive emailed a few times, however, they were QUICK to report this to my credit ONE MONTH in to the dispute. Now I see it was charged off and REPORTED as I wouldnt pay. This needs to be FIXED, THATS not okay to false report on my credit. *** also made calls about it before when it first got on my credit, but my other loan wasnt:. I pay FAITHFULLY.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to ******************' BBB complaint. Affirm reviewed her complaint which states her concerns with a charged off loan and credit reporting concerns.
   
  Affirm's records indicate that loan R14G-RPIK was processed on May 25, 2022 for $150.00 with a *****% APR to be paid over 6 installments of $25.36. The loan received 2 payments in the amounts of $10.00 and $25.36 on May 23, 2022 and June 25, 2022.
   
  ****************** reached out to Affirm on July 09, 2022 regarding an issue with her order. An official dispute began on July 13, 2022. The investigation concluded on December 08, 2022  after further review of her dispute, the package showed as delivered. Due to these findings,  the team decided to close this dispute in favor of the merchant and advised her to continue to working with the merchant and 17 Track to resolve her issue.
  As the dispute prevented ****************** from submitting payment, the resolving of the dispute triggered the charge off as the loan had not received payment in over 120 days. Affirm has since deleted any credit implications caused by this process for loan R14G-RPIK and reversed the charge off. 
  
  ****************** can submit payment towards the loan directly online or she may call in at ************. ******** care representatives are available to take their call between the hours of 7 am and 10 pm CST seven days a week.
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

• Initial Complaint

  Date:12/01/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I've been trying to get my phone number changed on my affrim account so I can do payments easier and I've tried repeatedly the email link's they send but my phone can't do facial recognition so I can't finish there scurety check. I have called there customer service and always told its pending even though I receive emails from affrim saying the phone number change was denied due to incomplete scurety check. Which I have informed there customer service of my issue and constantly hear its pending and to wait and I'm tierd of the run around to change a simple phone number.

  

  Business Response

  Date: 12/16/2022

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed the customer's complaint, which states his concerns with the process and duration to update his phone number.
  
  Affirm records indicate that ********************** attempted to update his phone number through the portal on October 01, 2022 and   November 24, 2022. ********************** was sent multiple links to securely submit the requested documentation to verify his identity. While reviewing the details, Affirm found that his uploads did not pass verification.
  
  On December 13, 2022 the case was escalated on ************************** behalf again. At this time, ********************** has been sent an additional link to securely submit his documents. Affirm kindly advises that he submit all of the requested information as outlined in the link.
  
  Please note, as the phone number acts as the log in as well, Affirm must take takes the proper steps to ensure the security of the account. 
  
   
  
  In the event that ********************** has any further questions, Affirm encourages him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else