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:10/03/2022

  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.

  Affirms website does not allow a phone number change, therefore, I am unable to access my account to process payments, etc. I have been told by numerous Affirm reps and supervisors over the course of two months that a phone number change would require verification. After several calls, I finally received the official email for verification; I emailed my photo ID for verification and I have yet to receive confirmation from Affirm about the phone number change. Ive messaged this company that if I continue to not have access that I am requesting the closing of this account (which includes six retail loans) with full credit applied. The lack of concern for a customer wanting to pay a bill is exhausting and abusive. Each time I called customer service I heard the same repetitive rhetoric.

  

  Business Response

  Date: 10/18/2022

  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 Ms. ****** first contacted Affirm on August 22, 2022 to request that the phone number on her account be updated. This update was processed on August 24, 2022. She contacted Affirm on September 9, 2022 to again update the number on the account. As the number was already in use, she was advised she would need to complete some additional verification steps. She was told she would receive an email regarding this process, however, this email was not sent until September 27, 2022. Affirm would like to apologize for this delay.
  
  The email Ms. ****** received advised that the process may take 4 business days. She completed the verification process, and her phone number was successfully updated on the fourth business day, October 3, 2022.
  
  In the event that Ms. ****** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 10/18/2022

  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:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 29 & September 30, there were 2 different payments in the amount $87.74-Allstate and 2 payments in the amount $76.92-Amazon. The extra payments caused a financial hardship with over ****** overdraft plus $40.00 in fees. I called Affirm as soon as it posted to my account and was told they were still processing. I requested the payments be reversed ********* and ****** stated it would 3-5 days for complete processing. Thereafter, I called my financial institution which stated I should call Affirm and I told them I called them first where the payments were still processing. Affirm does not have the best track record with their representatives tell anything to get you off the phone. Therefore, I added my financial institution on a conference call that understood the same thing that it would be reversed.I receive an email looking at the request to reverse payment which wanted me to consider leaving the extra payment. I sent a response to allow processing and reverse the payment back to the account to clear up $220.00 overdraft. I called back this evening and spoke with someone that stated they may reverse the paymentsif they can, I told her thats not what was told to me and my financial institution. This has been my experience withAffirm after 10 other accounts with excellent payment history. They are delaying the process so they can say it due now.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed ************************** complaint, which states her frustration with being charged twice for two different loans, causing her bank account to overdraw. 
  
  Affirm's records indicate that loan 1QM9-SL0I was processed on April 4, 2022 for a purchase with the merchant, Allstate, in the amount of $900.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $87.74 due on the 4th of each month.
  
  Affirm's records also indicate that loan EFNE-2OB2 was processed on May 3, 2022 for a purchase with the merchant, Wayfair, in the amount of $789.06. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $76.92 due on the 3rd of each month.
  
  ********************** called Affirm on October 3, 2022 and spoke to three different agents on 3 different calls. She called in to ask about the two charges on the above loans mentioned that were paid twice. Affirm sees that both loans had payments processed on September 29, and 30 of 2022. For the Allstate loan the payments came out on those dates for $87.74 each. As for the Wayfair loan, two payments came out for $76.92 each.
  
  Each agent that ********************** spoke with advised that the second payments processed toward each loan on September 30, ****************** processing and that once processed, Affirm would be able to reverse the payments. This can take 3-5 business days to reflect. Affirm apologizes for any frustration this situation has caused. Additionally, Affirm does not see that ********************** set up autopay on either of these loans, therefore Affirm did not pull these payments automatically. 
  
  On October 7, 2022 Affirm refunded both loans for the $87.74 and the $76.92. Once a refund is processed, it takes 3-5 business days to reflect back to the original form of payment. 
  
  In the event that ********************** has any further questions or concerns, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18162727
  
  I am rejecting this response because: I requested a deferment and given the run around. 2 different managers sent the form to request but Affirm made sure the form loop back the starting the request 8 different times.this was done to frustrate and to discourage me to stop requesting. Finally, I stopped a request that would help make my payments current. Therefore, I am requesting Covid deferment on my loans again.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/24/2022

  Thank you for the opportunity to respond to ************************** BBB Rebuttal which states her frustration with the loan modification process and application.
  
  Affirm's records indicate that ********************** contacted them on June 9, 2022 to report that she would have trouble making her payments as she had been impacted by *****. ********************** was provided with a link to complete Affirm's application for payment deferral, and her account was updated to ensure she would not receive collections calls during this time. The following day, ********************** contacted Affirm to report that the link provided was not working, and neither was the associated page on Affirm's website. A new link was provided, which she claimed also did not work. ********************** was advised that not everyone is eligible for loan payment deferrals.
  
  If ********************** applied and was declined, she would have received declination notifications to her email address on file. If she encountered a technical error during the application process, she is encouraged to screenshot these errors and submit them to Affirm via email, in order for the matter to be more fully investigated. In the event that ********************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  Affirm would like to sincerely apologize for any inconvenience these technical difficulties may have caused. 
  
  At this time, Affirm kindly advises ********************** to apply for a modification again to see if she qualifies. She may follow this link to apply again and see what options are available to her: https://www.affirm.com/products/loan_modification. Please note options or approval ate subject to customer eligibility.
  
  In the event that ********************** has any further questions or concerns, Affirm encourages her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18162727
  
  I am rejecting this response because:I understand the declination even though their system doesnt provide one for me. However, I tried the modification link and it says that I have no active loans.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/03/2022

  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 purchased a playset through affirm from Spimbey. Spimbey went bankrupt before I ever got any shipping info or the product. I filed my dispute with Affirm September 1 and I've emailed, messaged, and called NUMEROUS times trying to get this resolved and they are useless. My sister in law who was in the same situation filed her complaint after me and already received her refund a week and a half ago after only calling once. As have numerous others received refunds in the matter of days not weeks. They are picking and choosing who they are refunding. I have paid off all remaining debts with Affirm and simply want my money returned for this product I never received. I've attached my invoice, bankruptcy proof, and proof of others receiving their refunds.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states her claim that she has not received her order or a refund on her loan with a bankrupt merchant.
  
  Affirm's records indicate that ****************** obtained loan 1RM2-BI5G on July 18, 2022 for a purchase of ******** with SPIMBA **** This loan had a *****% APR, with 6 monthly payments of $197.16. ****************** completed one payment of $197.16 on August 15, 2022.
  
  ****************** contacted Affirm on September 1, 2022 to report that she had never received her order from the merchant. Affirm opened a merchant dispute on September 12, 2022, and requested evidence of ********************** claim, which she submitted on September 27, 2022. On October 3, 2022, Affirm advised ****************** that her loan was due a refund, and attempted to refund her single payment, less accrued interest, back to her original payment instrument, however, this payment attempt failed. She was asked to confirm her mailing address so that a check for $172.41 could be mailed to her. This check was mailed as of October 5, 2022.
  
  Please note, Affirm simply manages the financing of customer purchases and has no control over order fulfillment. The merchant dispute process is in place to ensure customers are able to support their claims before a refund is issued. In this case, Affirm was able to confirm ********************** claim, and provide a refund.
  
  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: 10/18/2022

  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:10/03/2022

  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 have not been able to get into my affirm count for at least 6 weeks. I have called multiple times regarding this account and there is never a resolution. They say someone will contact us within 3-5 days. I discovered that they kept closing my case without contacting me. I call and request a supervisor that then tells me there is no time frame on a resolution. He cannot explain why no one has contacted me about anything other than they IT department is reviewing it and they will Get it done when they get it done. I cannot look at anything on my account to even know what Im paying for or what is left if anything. I dont ven know if there are loans without my consent

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states her claim that has been unable to access her Affirm account.
  
  Affirm's records indicate that ******************** contacted Affirm on September 4, 2022 to report trouble with applying for loans. She stated she was receiving an error message when attempting to input her information. She was provided with troubleshooting steps, and asked to submit a screenshot of the issue, which she did on that date. Upon receipt of the screenshot, Affirm requested that ******************** call in to discuss the details of her claim.
  
  On September 12, 2022, Affirm notified ******************** that her account would be blocked, as unauthorized activity had been detected. She was asked to call in in order to unfreeze the account. On October 3, 2022, ******************** contacted Affirm to report that she could not access her account, and she was advised at this time that all of her loans had been marked as unauthorized.
  
  On October 10, 2022, Affirm's Account Safety team contacted ******************** to provide details regarding a verification process she could complete in an attempt to regain access of the account. Once she completes this process, Affirm will reach out directly with any next steps.
  
  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:10/03/2022

  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.

  Refund of ***** has not been issued. I have called 6 times and have been told that they ar working of refund . I have mail from July 6, 2022 stating that refund has been issued. But to no avail

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her claim that she has not yet received the refund she is owed.
  
  Affirm's records indicate that **************** obtained loan KTID-YVBE on April 8, 2022 for a purchase of $141.34 with Target. This loan had a *****% APR, with 12 monthly payments of $13.11. **************** made a payment of $143.28 on May 3, 2022. On July 6, 2022, $70.61 in unused funds were returned back to her loan balance. Affirm attempted to refund this amount back to ******************** original payment instrument, however, the refund failed. As a result, Affirm mailed a check in this amount to the mailing address on file on July 11, 2022.
  
  On July 7, 2022, **************** contacted Affirm to inquire about the refund. She was advised that the original refund attempt had failed, and that a check would be processed instead, and she was updated on July 11, 2022 once the check had been mailed. On August 1, 2022, she called to state that she had not yet received the check, and was advised to allow 30 days from the date the check was mailed. **************** contacted Affirm on August 16, 2022 to report that she had still not received her check . The agent she spoke with assisted her with updating the address on her account.
  
  **************** called Affirm once again on October 3, 2022 claiming her check had not arrived. She was advised that the case would be escalated with the accounting team, in attempts to re-issue the check. On October 5, 2022, Affirm's account team confirmed that the original check had been voided, and a new one re-issued on that date. **************** is asked to allow **** business days for this check to arrive.
  
  Affirm would like to apologize for the delays in this 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:10/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered two nightstands from ****** Furniture on 9/6, was supposed to arrive on 9/8.Nightstands never arrived, tried to reach out to the company, first claimed it was awaiting delivery date then stated it had not been shipped and items were not located. Contacted affirm to dispute the purchase since I never received the furniture and ****** (at the time) was being unresponsive.Sent Affirm all evidence and submitted dispute on 9/22. Affirm charged back ****** on 9/23. I contacted Affirm over 6 times via messages looking for updates. Finally reached out via chat, to which they basically said there was nothing they could to help and it would take 30 days for Affirm to 'make a decision.'However -- Affirm has the money. The vendor provided proof showing Affirm charged them back and I have not received my refund. Affirm has not responded to me since 9/22.it's unfair to both me and the vendor for Affirm to be holding the money hostage, while refusing to give any update. There is no more "evidence to review" or anything for Affirm to "make a decision" over. The vendor accepted the charge back. Affirm has the money. And Affirm owes me the refund.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ******************' BBB complaint. Affirm has reviewed ******************' complaint, which states her concern with the merchant dispute process.
  
  Affirm's records indicate that ****************** obtained loan CU2T-PST1 on September 7, 2022 for a purchase of $360.42 with ****** Furniture. This loan has a 0% APR, down payment of $90.11, and 3 biweekly payments of $90.10.
  
  On September 21, 2022, ****************** contacted Affirm to report that she had not yet received her order from the merchant. Affirm opened a merchant dispute, and requested evidence from both Ms. ******** and the merchant. Both parties were advised that they would have until October 7, 2022 to submit documentation of their claims, after which Affirm would have an additional 15 days to reach a resolution. During the dispute process, Affirm does pull back the disputed funds from the merchant. If the dispute is resolved in favor of the merchant, the funds are returned to the merchant, and if the dispute is resolved in favor of the customer, those funds are refunded back to the loan.
  
  ****************** reached out to Affirm for updates several times after submitting her documentation. On October 11, 2022, she was advised that the dispute had been closed in her favor, and that she would no longer be responsible for payments.
  
  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:10/03/2022

  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 usedcan internet site to purchase a Used Breville Barista Machine for $300 from a company named "Selector." Once I hit the purchase button I was switched to Affirm for an automatic $300 forced loan. Selector does not exist. I never got my machine. Yet Affirm insists I still owe them $300. Affirm has a relationship with this fictitious ********** ******** I could not reach anyone at either Selecter or Affirm. I am worried this will hurt my exceptional credit rating. It is apparent to me that Afvirm is part of a fraudulent conspiracy with Selecter to obtain money for products advertised but never delivered.

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states his claim that he never received his order, and that his loan is through a fraudulent merchant.
  
  Affirm's records indicate that loan KLVR-1OE6 processed on September 14, 2022 for a purchase of $300 with the merchant Zikloo. This loan has a 0% APR, with 3 monthly payments of $100.00.
  
  On September 22, 2022, ******************** contacted Affirm to report that they never submitted an order, however, a loan with a different merchant was processed with Affirm. He reported that he never received an order, and he requested that the loan be cancelled. He was advised that the matter would be escalated for review, and on September 29, 2022, Affirm contacted him to request documentation of his claim. To date, Affirm has not received any documentation from *********************
  
  On October 1, 2022, ******************** contacted Affirm for an update, and was again advised the case would be escalated. Affirm again requested some additional details from ********************, and he responded with the details of his claim. On October 11, 2022, Affirm opened an official merchant dispute in order to investigate this matter.
  
  During the dispute process, both ******************** and the merchant will have an opportunity to provide evidence supporting their claim. Both parties will have until October 26, 2022, after which point Affirm will evaluate the evidence received and reach a resolution. ******************** will not be responsible for making payments while the dispute is active. If the dispute is closed in favor of ********************, the loan will be refunded, and if the dispute is closed in merchant favor, ******************** will resume responsibility for repayment. Affirm will follow up with ******************** directly with any updates.
  
  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.

  Customer Answer

  Date: 10/18/2022

  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:10/03/2022

  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.

  I saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name AFFIRM *** Balance $1,407.00 Account Number ********

  

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states that she believes her loan, O07U-KPLH, has been reported inaccurately.
  
  Affirm records indicate that ************** obtained loan O07U-KPLH on October 1, 2021, for a purchase with ***** in the amount of $1,444.50. ************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $140.81 due on the 1st of each month.
  
  ************** paid her first payment due on November 9, 2021 for $140.81. Affirm sees that on January 10, 2022, ************** applied and was approved for a payment deferral. On the same day Affirm sent an email with the Loan Modification Confirmation. The next due date reflected March 1, 2022. However, the next payment was not made until May 19, 2022 for $140.81. The payments due on June and July 1st, ***** were not paid, and this resulted in the Loan charging off on July 31, 2022.
  
  The loan charged off to Affirms third party collections agency **********. They can be reached at ************ if she has any questions or would like to make any payments. Because ****************** loan has been sent to one of our third party collections partners, she must work with them to pay off her balance. If ************** makes a payment to our collections partners, it will take one business day for it to reflect in her Affirm account. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Looking at ****************** Affirm account, this ***** loan became delinquent, because she did not satisfy the payment due on March 1, 2022 until May 19, 2022, at which point the loan became more than 30 days overdue. Affirm reports batches of information that cover ****************** repayment information within a specific time period. Dependent on when her payment was made and when we report, the information this could take a minimum of 30 days to be reflected on her credit report.
  
  Payment details, including payment date, covering the time frame during which she made her payment(s) will be reflected in the information shared in the coming months. These details will update on her credit report in accordance with the credit bureaus processing timeline. ************** can see the batch of payment information that was reported on her credit report or by contacting Experian directly.
  
  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. However, at this time Affirm will have to politely decline the request for any correction as we found the reporting to be accurate. ************** was sent a Loan Verification document as well as a copy of her Truth in Lending Agreement on August 9, 2022.
  
  If she believes this loan was unauthorized, ************** is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, she can call in at ************ from 7 a.m. to 10 p.m Central Time, seven days a week.
  
  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:10/02/2022

  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.

  On August 29th I was on Priceline looking at airline tickets. With each click further into booking the price went up. When I started the price was $358.13 by the last page it jumped over $700.00. I cancelled the booking within 30 minutes and they said they issued a refund. Affirm shows processing still and I have contacted them several times. I have called American airlines and Priceline also. Everyone keeps saying the other is to blame. Affirm is telling me I still have to make the monthly payment on something that their system shows as refunded. They keep closing my trouble ticket without helping solve it. I trusted them and now it seems they are letting me down on purpose. I sent them information showing everything was cancelled within the window required for a full refund. I shouldn't have to pay for something that their system is glitching on .

  

  Business Response

  Date: 10/17/2022

  Thank you for the opportunity to respond to *********************************** BBB complaint. Affirm has reviewed *********************************** complaint, which states his concern that his loan was still appearing on his Affirm account, despite being cancelled with the merchant.
  
  Affirm's records indicate that ******************************* obtained a Virtual Card on August 29, 2022 for a purchase of $679.20 with Priceline. ******************************* agreed to loan terms of *****% APR, with 6 monthly payments of $123.31.
  
  On September 19, 2022, ******************************* contacted Affirm to report that his order had been cancelled, and that the merchant confirmed that he was owed a refund. Affirm advised him at this time that the merchant still had an authorization on funds on the Virtual Card, but that the case would be escalated for review. Please note, as the merchant had not captured funds at this time, the loan was not active and no payment was due.
  
  On October 7, 2022, Affirm contacted ******************************* to advise him that the loan had been voided, and that he would no longer be responsible for repayment.
  
  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:10/02/2022

  Type:Customer Service 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.

  In May of 2022, i ordered a swing set from a company called spimbey using affirm. I am sure you are fully aware of the ordeal with spimbey and the fact that they have field bankruptcy and no orders have been fulfilled. I started the refund ordeal with Affrim in July of 2022. After months and months of excuses, they are now picking and choosing who they want to refund. I keep getting the run around that it is "being worked on" and that they have "escalated" it. I want my money back, period. I am tired of seeing people who are getting their refunds in a matter of days after filing for a refund yet I have been waiting since July. This is illegal. This goes against FTC. I am also filing with FTC and the Attorney General. I want my refund. period

  

  Business Response

  Date: 10/17/2022

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint which states her concern around not receiving a refund for a loan she never received the order for and the company went bankrupt. 
  
  Affirm's records indicate that loan FW82-AY0M was processed on May 12, 2022 for a purchase with the merchant, ************* in the amount of $999.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $90.64 due on the 12th of each month. 
  
  On July 19, 2022 Affirm first received contact via chat from ************ who explained that no product had been received. Additionally, on August 25, 2022 ************ advised us that the merchant had filed bankruptcy as well. We sent a request for information both on September 2, 2022 and on September 13, 2022 to ************ and the merchant. We did receive evidence from ************ on September 2 and we were provided the bankruptcy date information for the court date for *********** on September 19, 2022. 
  
  Later on October 5, 2022 Affirm reached out to ************ to let her know that a full refund was processed to the loan and she no longer remained responsible for payments. 
  
  We apologize for any inconvenience this has caused. 
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18154164
  
  I am rejecting this response because: I did NOT recieve a full refund. They only gave me some of my money back and not all of it. They only issued a refund because I got the *** involved. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2022

  Thank you for the opportunity to respond to **************** BBB Rebuttal which states her rejection of the previous response and statement that she did receive a full refund.
  
  On October 20, 2022, Affirm found that the refund that was automatically processed on October 05, 2022 did not include the interest amount of $13.51. Upon realization, the team processed a manual refund immediately. The remaining amount of $13.51 was processed back to her account ending in ****. Please note, refunds may take **** days to appear back on the original payment method and timing may be dependent on her financial institution.
  
  Affirm apologized for the frustration this situation has caused and thanks ************ for her patience with the matter. In the event that she has any additional questions or concerns, Affirm encourages her to reach out to https://helpcenter.affirm.com/us/s/article/something-else

  Customer Answer

  Date: 10/28/2022

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