Complaints

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

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/01/2022

  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.

  Affirm is a business that loans money. I wasnt aware at first of their percentages rate of 29% at first. I purchased items from sites like ******* Amazon and others. And according to price the price would be 14 dollars a month or higher. And it goes to my bank account. But my problem is they take money out at any time, so am unaware of how much to leave in account. And theres no returns. I think am being scammed. What an item was like $250, is now 490( just a figure) so Ill never get through paying them off. Is there any way I can get help? Am just a stupid little old lady.

  

  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 how her loans work with Affirm and potential refunds she *** be expecting. 
  
  Affirm is a financial services technology company that gives shoppers the flexibility to buy now and make simple monthly payments for their purchases. Unlike payment options that *** have compounding interest and unexpected costs, Affirm customers know upfront exactly what theyll pay with no hidden fees and no surprises. Affirm was created to reach a broader population of consumers using advanced technology and analytics that look beyond traditional FICO scores.
  
  Affirm is a financing alternative to credit cards and other credit payment products. We offer installment loans. With Affirm, ********************** can buy and receive her purchases now and pay for it in fixed monthly payments.
  
  The total amount of interest that shell pay on her loan depends on the loan amount (purchase total minus any down payment), the length of the loan and the APR (annual percentage rate), which can range from 0-36%. Affirm evaluates a number of factors including credit score and credit history to determine the APR. Interest on the loan begins accruing as soon as the merchant processes the loan.
  
  Additionally, if the merchant issues a full refund after any payments have been submitted, we will only refund the paid principal. Any paid interest will not be refunded because you still owe the interest that accrued during the time the money was borrowed.
  
  Affirm's records indicate that ********************** has two loans on her Affirm account that are still open and active. 
  
  Affirm's records indicate that loan 3MS3-NOLU was processed on September 22, 2022 for a purchase with the merchant, Rebag, in the amount of $656.52. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $64.00 due on the 22nd of each month.
  
  Affirm sees that ********************** reached out on September 29, 2022 to request a refund for this loan but at the time of the call, she did not have any evidence to provide. In order for Affirm to assist with a refund ********************** needs to provide evidence to show a return was processed with the merchant or that they have been refunded and it *** not be reflecting on the loan yet. Affirm requests that customers reach out to the merchants first in order to receive a refund or to request one be processed. 
  
  If at any time the merchant becomes unresponsive or is not willing or able to help, ********************** *** reach out to Affirm with evidence so we *** look into the matter further. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds her loan, she is still responsible for repayment.
  
  Affirm's records also indicate that loan NZB9-48D1 was processed on May 27, 2022 for a purchase with the merchant, Walmart.com, in the amount of $592.63. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $57.77 due on the 27th of each month. The next payment shows due for this loan on February 27, 2023 for $57.77. 
  
  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

• Initial Complaint

  Date:10/01/2022

  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.

  My son moved to remote location where he has no phone service, only internet. He was unable to access his affirm account because a verification by phone number was necessary. To assist him, we updated his phone number to mine and were able to log in and pay his loan. A few weeks later I realized this locked me out of my account, so I had to call and get my phone number adjusted back to my account. Now, my son has been attempting to change his number back, and even called once while he was somewhere that had phone service, but he has been unsuccessful. Someone called to ask about his phone number, and were extremely rude and all but told me to go f*ck myself. I have called on my sons behalf to see how he can gain access to his account to pay the bull and all I am told is he has to call. I explained a hundred times that he has no phone service and cannot call, please advise on how he can make a payment, and all they can say is call. This is the most infuriating company to deal with. When I asked the supervisor to speak to her supervisor she said there was nobody. We just need someone to communicate with my son by email or chat to assist him with account access and they refuse, they say only by a phone call. So, now his payments are late and he's trying to pay, but they are not willing to help.

  

  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 her son not being able to access his Affirm account to make payments to his loans.
  
  Affirm would first like to apologize for any frustration and or inconvenience this has caused. We understand how important it is for customers to get into their accounts to view and make payments to their loans.
  
  We understand that ****************** son has a phone with no service but he has access to the internet. Please note that we are unable to assist with ****************** son's account without speaking to him directly. For him to make payments to his loans he can access his Affirm account online through the Affirm website at www.affirm.com or by logging into his account through the Affirm app. If her son can access a WiFi connection and attempt to call Affirm from there this is the first step we recommend trying.
  
  Another option that Affirm can offer is if ****************** calls into Affirm and provides her son's details, she may advise that she would like to make a payment to his loan(s). She will need the loan ID(s) in order to make a payment and to explain that her son does not have access to his account currently. We will not be able to advise any specific details to her on his account but payments can be made by third parties on the account holders behalf.
  
  We apologize additionally that ****************** did not receive good customer service. We take these matters very seriously.
  
  ****************** and or her son may call us at ************ between the hours of 7AM to 10PM CT seven days a week.
  
  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