Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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.

  Made a purchase of a playset using affirm.com to finance it. Paid off the loan in July 2022, received a few emails from the playset company, Spmibey, saying the shipping was delayed. Company stated if we cancel our order we forfifet $300 for a restocking fee despite never shipping. Contacted affirm for a merchant dispute on July 26th, 2022. After multiple phone calls to affirm and minimal responses on affirms part we are 63 days into this dispute with Affirm stating they will escalate the issue. We have always had to initiate contact, they have never reached out besides thanking us for opening the case.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to **************** BBB complaint, which states her frustration with his order with SPIMBA **** and a delayed merchant refund
  
  Affirm's records indicate that loan YR3Z-OOLZ  was processed on March 01, 2022, with SPIMBA **** in the amount of $1,228.00. ************ agreed to repayment terms of 6 monthly installments of $204.67 at an APR of 0%. The loan received 1 payment of $700.00 on March 30, 2022 and 3  additional payments of $204.67, $204.67 and $118.66 from on May 01, 2022, June 01, 2022, and July 01, 2022. 
  
  ************ contacted Affirm ************* on July 26, 2022, to report issues with her order stating her concerns regarding the shipment of her order. The Affirm ************* team followed up with her on July 27, 2022  and advised that they were unable to initiate an internal dispute for this because it was reported outside of their 60 day dispute window. However, based on her situation, Affirm would facilitate a resolution as a courtesy and requested additional evidence in PDF form. The team also reached out to the merchant on the same day.
  
  ************ emailed over her documentation on July 29, 2022. On August 31, 2022, ************ reached out to Affirm and provided evidence that the merchant had filed for bankruptcy. On September 27, 2022, the team completed their investigation and ************ was refunded fully. The loan was also settled and closed.
  
  Affirm would like to thank ************ for her patience while they investigated the matter. In the event that she has any further questions, Affirm encourages she to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else

• Initial Complaint

  Date:09/27/2022

  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.

  Affirm is negatively reporting 4 accounts as of today 9/27/22. Accounts were paid in full as follows.$108.08 paid in full on 9/8/22 $79.83 paid in full on 8/26/22 $246.57 paid in full on 8/26/22 $56.48 paid in full on 8/26/22 The accounts were paid through a third party debt collection company called **********, and ******************** that works directly with Affirm. Ive attached receipts and confirmation numbers showing proof of payment for each account. Affirm needs to accurately update these account to reflect on credit report. Theyre reporting falsified information.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the credit reporting for her Affirm loans. 
  
  Affirm records indicate that ************** made her final payments for her ********************** loan NG4I-5I6Y; ********************** loan Q9JH-****; Target loan ZMJ2-QC0W; and DICKS Sporting Goods loan THZW-MWA8 on August 27, 2022. 
  
  Affirm reports batches of information that cover a customers repayment information within a specific time period. Ms. ****** August 27, 2022 payments fell outside the reporting time period covered when Affirm last provided information to Experian. Depending on when a payment is made and when Affirm reports the information this could take a minimum of ***** days to be reflected on Ms. ****** credit report.
  
  These details will be updated on Ms. ****** credit report in accordance with the credit bureaus processing timeline. If ************** requires immediate repayment confirmation, Affirm is able to provide her with loan verification documents. ************** will have to reach out to Affirm directly to make this request by calling **************. Affirm ************* agents are available 7 days a week from 7am - 10pm CT.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:09/27/2022

  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.

  I purchased a computer from *******.com in April through affirm. I paid the entire amount off in July 2022. The computer was defective ******* issued a refund. ******* made an error and did not refund the entire amount. Affirm did not notify me but charged off the remaining amount that was not refunded by ******* as a penalty to me. Affirm has not been helpful to resolve this and the difference has now been passed to a creditor. please help!

  

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond to ********************** BBB complaint which states her concerns with a delayed refund and the credit reporting related to loan BSSQ-5VF9 with Walmart.
  
  Affirm's records indicate that loan BSSQ-5VF9  was processed on April 21, 2022, with Walmart.com in the amount of $458.97. ****************** agreed to repayment terms of 3 monthly installments of $157.09 at an APR of *****%. The loan received 2 payments of $157.09 on May 21, 2022, June 23, 2022 and  1 payment of $157.07 on July 21, 2022.  The July 21, 2022 payment  of $157.07 was later charged back by ****************** and the loan received no further payments. 
  
  On August 24, 2022, the merchant processed a partial refund of $377.97 which left a remaining balance of $82.63 which ****************** remained responsible for the remaining amount. As the loan was partially refunded. This caused the loan to be overdue for **** June, July and August. As ****************** did not submit payment the loan was 120 day overdue, the loan was charged off. 
  
  Upon reviewing the details, Affirm found that the charge off was accurate. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. The loan was subsequent;y charged off to January (formerly known as Debtsy).
  
  Rest assured, the loan did not include furnishing and was not reported to Experian. 
  
  As loan BSSQ-5VF9 was charged off to January, ****************** may reach out to them directly at *************.
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm via email or https://helpcenter.affirm.com/us/s/article/something-else.
  
   

• Initial Complaint

  Date:09/27/2022

  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.

  Account was paid in full on 8/26/22 amount $368.01 confirmation #******. Affirm is still negatively reporting account after 30 days of paid in full status. Placed a dispute with credit bureaus and Affirm replied that account balance was accurate as of todays date 9/27/22. Theyre reporting falsified information to the credit bureaus stating there is a balance. Balance was paid in full. This needs to be resolved immediately.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to ****************' BBB complaint., which states his concerns with credit reporting in relation to loan BXSU-XWG2.
  
  Affirm's records indicate that on December 13, 2021, loan BXSU-XWG2 processed in the amount of $350.35 with the merchant, Pottery Barn Teen. The loan had terms of *****% Annual Percentage Rate (APR), to be paid over 3 monthly payments of $122.67. The loan did not receive any payments and was overdue on dates January 13, 2022, February 13, 2022 and March 13, 2022. The loan was subsequently charged off on May 14, 2022 for nonpayment. The loan received payment while in collection on August 30, 2022 in the amount of $368.01. 
  
  In regards to the charged off status, Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Lastly, Affirm found that the collections payment was not yet updated and Affirm has now updated the reporting on his credit report to reflect that the debt has been paid. The status will be updated in Affirm's next reporting cycle. Please note most updates take ***** days, but in some circumstances may take longer.
  
  In the event that **************** has any further questions, Affirm encourages him to reach out to Affirm directly via email.

• Initial Complaint

  Date:09/27/2022

  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.

  Im irritated! I have several loans Im paying for through Affirm. I pay them way earlier than they are due. I feel like Ive shown them that Im a responsible customer. Recently, I called in to their customer care, because I have 2 accounts with them. Previously, I started an account with my then email and phone number. I no longer have that email nor that phone number. (Old phone# ************, old email ****************** I verified both with them. I attempted to have them update that to my current phone number and current email, because they were sending a security code to my old # I couldnt get on my new #. They called my new phone# and I answered for their verification. They had no verification for the email. At some point in this someone decided there was attempted fraud with these changeseven with my verification. Ive called the company several times regarding this, and I was hung up on and put on hold for ridiculous amounts of time. I decided to go to their app on my iPhone. It asked me to upload a picture of the front and back on my DL. I did this, it asked me to upload a picture of my face, I did this. It then asked me to upload a picture of my face holding my DL. I did this. It came back and told me my identity couldnt be verified. Everything was fine, until I called customer service. Im not sure at what point they became suspicious, but *** done everything they have asked of me. I was prequalified for ******* in spending, now I have to re-qualify. Im unable to use affirm for any spending at all. I also have a loan on my account from Amazon in which I canceled the order. They asked for verification of cancellation and I forwarded them the emails from Amazon showing being canceled. I sent several emails from Amazon and even called their (Amazon) customer service for verification. This loan is still active & should be removed. I cant get anywhere with this company. Ive done absolutely nothing wrong and ** being punished. Please help me.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding a refund for her loan and gaining access to her Affirm account. 
  
  On September 21, 2022, **************** called in and stated that she was having trouble logging in to her Affirm account. Affirms Account Safety team investigated the matter and found that Affirm is unable to update the phone number on Ms. ******* Affirm account due to a technical issue that Affirm is currently working on a fixing. 
  
  In the meantime, **************** will not be able to access her Affirm account through the Affirm app and will have to call Affirm directly in order to make payments toward any active loans on the account. **************** can do so by calling **************. Affirm ************* agents are available 7 days a week from 7am - 10pm CT.
  
  In regards to the canceled Amazon order, Affirm records indicate that **************** reached out on September 23, 2022 and advised that her order (order ID #******************** had been canceled. Affirm reached out and encouraged **************** to work with Amazon directly first before reaching out to Affirm. 
  
  Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. That being said, the Amazon loan associated with this order number (loan 4Q8F-E9UA) was voided and canceled later that same day. 
  
  **************** reached out again on October 5, 2022 and stated that the matter was still not resolved and provided documentation of a different Amazon order (order ID #******************** being canceled. Affirm followed up with **************** the same day and informed her that the loan associated with this order (loan 52HW-FR41) had been voided and canceled on September 19, 2022. **************** is no longer responsible for the repayment of either of these loans. 
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out directly via email.