Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 1/19/25 through Wayfair via Afterpay for a total of $255.63. The initial payment of $63.91 on Afterpay went through, but I never received a confirmation email from ******* that the order existed. I called ******* myself and they said they did not have the order and that they have had recent issues with Afterpay, and to call them to explain that it mustve not connected when I tried to make the purchase. I contacted Afterpay and they said they couldnt help me, even though they said it does happen and that it might fall off my account. I disputed the purchase and sent them the evidence I had that the Wayfair order never went through. I ended up having to order the product again with my debit card while waiting to hear back from Afterpay about receiving my payment back.

  

  Business response

  01/23/2025

  Thank you for getting in touch with Afterpay regarding the customer's concerns about their order with ******* and refund request. Our Customer Experience team has emailed the customer using the email address provided in their complaint to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. The ********************** Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies.
  
  In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.
  
  Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************.
  
  In reviewing the customer's account, we can confirm that the refund notice from the merchant (Wayfair) was not received until 1/20/2025, which delayed the refund process. On 1/20/2025, a refund was processed to the customer's account and applied towards their associated order with *******.
  
  As a result, the customers furthest installment payments for their associated Wayfair order were canceled and reduced to zero. Additionally, the funds from their initial payment towards their Wayfair order were processed back to their card on file. 
  
  Afterpay has provided the customer with this information via email. We appreciate the opportunity to address the customers refund concerns for their Wayfair order.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer response

  01/23/2025

  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. I have received my refund. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/19/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/2/2025- I made a purchase at ********* for 5 items totaling $824 and used Afterpay to pay for purchase where I would make my first payment on 2/2/2025 1/2 - I canceled 2 items bringing down the total to $338.45 1/8- I returned the remaining items which brought what I owe to $0 1/19- I reviewed my Afterpay account and the balance of what I owe to Afterpay has not been updated. I reported to Afterpay of the discrepancy and they failed to correctly analyze the my account. And is prolonging the solution by transferring my issue to another customer service rep. **** is the 2nd time this type of discrepancy has accrued and I would need your assistance to solve this problem as you cannot physically talk to someone. I do not want to run the risk of having to make payment next month.

  

  Business response

  01/21/2025

  Thank you for getting in touch with Afterpay regarding the customer's order with *********. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.
   
  In reviewing the customers account, ********************** confirmed that the refund notice from ********* to void their order was not received, delaying the refund process. On 1/19/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer response

  01/21/2025

  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made numerous attempts over the past three days to get my account closed at the request of my underwriter so I can proceed with purchasing my home. Despite submitting my drivers license as requested, I am now being told that my address does not match, and the issue remains unresolved. Of course it doesnt I keep even update it because I have been on a review for two years! This back-and-forth is unacceptable. I have provided everything they asked for, yet my account is still not closed. Your customer service has been unresponsive, and the lack of a direct phone line for support is adding to my frustration. I have no time to wait a full day for an email reply. I need this account closed immediately, and I also require a formal letter confirming that it has been closed for my home purchase. I will never consider doing business with Afterpay again. Klarna, and Affirm WOULD NEVER!

  

  Business response

  01/22/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their account.
   
  ********************** takes extreme caution with the safety of our customers' information. When customers contact ********************** for assistance, they will be asked to verify some information so that we can confirm that they are the rightful owner of the Afterpay account. Customers also agree to provide any information or documentation reasonably requested by us to verify their identity in connection with their Afterpay account or any use of **********************'s services. Afterpay collects and handles personal data in accordance with our Privacy Policy which is accessible via this link - *********************************************************.
  
  The Afterpay Customer Experience team has been in contact with the customer to assist them regarding their account. On 1/21/2025, the customer advised our team that they would like to gain access to their account. ********************** confirms that we have followed up with the customer to assist them with their account access request and to provide them with additional information regarding their account.
  
  We appreciate the opportunity to address the customers concerns.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer response

  01/23/2025

  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

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4 payments Order summary Purchase date Dec 01, 2024, 10:16 AM Order amount $208.37 Total paid $208.37 Total amount owing $0.00 View Installment Agreement View Final Payment Schedule Payment method used ************ Autopay Autopay We'll automatically debit your payments on each due date.Off Product summary 1/4/8/12/24 Pcs Six Layer Blade Manual Razor Blade, Men's Razor Vintage ***** Blade 6 Blade Razor Holder Qty: 1 Espresso Machine- Built in Grinder, 15 *************************** Coffee ************ Frother Steam Wand Qty: 1 Paid $208.37 0 Remaining $0.00 Payment schedule Sun, Dec 1 1 of 4 Paid $52.09 Sun, Dec 15 2 of 4 Paid $52.09 Sun, Dec 29 3 of 4 Paid $52.09 Sun, Jan 12 Final payment Paid $52.10

  

  Business response

  01/17/2025

  Thank you for getting in touch with Afterpay regarding the customers  order discrepancy with AliExpress. Our customer experience team has reached out to the customer  to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************
  
  Merchants typically assume responsibility for packages until the status reflects Delivered or Left Notice. After that point, it is the merchants discretion on whether they have the ability or willingness to refund or replace the lost package. If the customer  has not received the package, filing a missing package claim with the courier can assist with the customers resolution attempt. Since each courier has a different process, it is important the customer contacts them and MERCHANT for further instructions.
  
  Afterpay understands that order discrepancies can occur. When they do, Afterpay recommends that customers contact ********** to remedy the situation following the merchants policies. Contacting AliExpress directly is typically the quickest resolution method. 
   
  Afterpay understands this may not be the outcome the customer was looking for. We hope they can resolve this matter with AliExpress for a successful outcome.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I tried to close my account online after pay per the online instructions. I was unable to complete this so I sent an email and got the runaroundasking me to provide PII through email when they have all of my information and they have a process to complete this online which did not work. My account balance is 0 nothing owing. I want my account closed and my credit card and information deleted. The other issue is you cant even call and get help and they were negligent in not refunding me for orders that I returned terrible company

  

  Business response

  01/17/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns. 
  
  ********************** takes extreme caution with the safety of our customers' information. As outlined in *********************** Privacy Policy, Afterpay protects personal information from unauthorized access and uses security measures that comply with federal law to protect personal information from unauthorized access. These measures include computer safeguards and secured files and buildings.
  
  When customers contact ********************** for assistance, they will be asked to verify some information so that we can confirm that they are the rightful owner of the Afterpay account. ********************** will not be able to look into or discuss any account-specific information without verifying this and will only be able to answer general questions. 
  
  Customers can review *********************** Privacy Policy here: **************************************************************;
  
  We appreciate the opportunity to address the customers concerns. If the customer requires further assistance, we ask that they please respond to our email.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several times Ive asked them to change a name that was never mind to begin with. My name has always been ******* ******. When I was married I used my ex-husbands last name casually but it was NEVER changed and they refuse to change my account to reflect my ACCURATE name even AFTER providing identification proving who I am

  

  Business response

  01/17/2025

  Thank you for getting in touch with Afterpay regarding the customers account concerns.
  
  ********************** takes extreme caution with the safety of customer information. As outlined in *********************** Privacy Policy, Afterpay uses security measures that comply with federal law to protect personal information from unauthorized access. These measures include computer safeguards and secured files and buildings. Customers can review *********************** Privacy Policy from this link - *********************************************************.
  
  When customers contact ********************** for assistance, they will be asked to verify some information so that we can confirm that they are the rightful owner of the Afterpay account. ********************** will not be able to look into or discuss any account-specific information without verifying this and will only be able to answer general questions. 
  
  Afterpay can confirm that our Customer Experience team has emailed the customer on 1/16/2025 using the email address provided in their complaint to assist with their concerns.
  
  Our team would like to provide the customer with further support, but we have been unable to locate an account with the information provided in their complaint. We have asked that the customer respond to our team and provide the additional information requested. A follow-up email has been sent to the customer on 1/17/2025 in the event that the initial correspondence was not received.
  
  Afterpay will remain in contact with the customer to assist them with their concerns.
  
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed 2 separate orders from a merchant using Afterpay, one order amounting to $198.22 & the other order being $506.99. Once I received the items from both orders, I kept some and returned the rest of the items from both orders in-store which I have a receipt for. Both orders were returned at the same time on the same receipt for the amount of ($501.14 - $120.51 was returned for one order & $380.63 was returned to the other order) which was provided to Afterpay representatives when I filed the 1st of 3 disputes. Instead of linking the merchant order numbers to the appropriate Afterpay order numbers for a proper refund, Afterpay picked one order and applied the full refund amount to that one order and refunded the remainder ($120.90) to my debit card. Now, with me paying the $120.90 back to afterpay for the order amounting in $198.22, I'm still basically being charged for items I no longer have because they were returned and the final order amount is $77.71. I've contacted the merchant and once the refund is already processed that's it. No where on Afterpay website does it say that each order needs to be returned individually so the refund can be processed accordingly nor does it say that Afterpay will pick which order to apply the refund to if there is more than one order being returned. Even when getting the notification that a refund was in process, it doesn't even give you the option to correct anything. This is completely ridiculous along with their customer service and when asking to speak with a supervisor, I'm told they'll contact me within a week because it's a different department.

  

  Business response

  01/15/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to the customer on 01/15/2025 using the email address provided in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. 
  
  Afterpay customer support is available 7 days a week. Customers can submit a support ticket through our *********** at *************************************.
  
  Afterpay will continue to work with the customer until their issue is resolved. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had small balance, was told by Representatives once paid account would be available for usage once again. Made payments after hardship and then was told the account was permanently unable to be used in the future. Deceit, misrepresentation and fraud. Refusal to remove debit card information from account even after closed after refusing to acknowledge their previous statements regarding account usage once paid. Remove every trace of card information from your system.

  

  Business response

  01/15/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding their ********************** account. 
  
  At this time, Afterpay can confirm that our Customer Experience team has reached out to the customer on 1/14/2025 using the email address provided in their complaint to assist with their concerns.
  
  Our team would like to provide the customer with further support, but we have been unable to locate an account with the information that has been provided in their complaint. We have requested additional information from the customer and a follow-up email was sent to the customer in case the initial correspondence was not received. We ask that the customer reply with the requested information so that our team can further investigate their concerns.
  
  Afterpay will continue to work with the customer to assist them with their concerns. 
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 10th, 2025 I attempted to make an order via Afterpay for ******. The app was very buggy to begin with and would often freeze or stop, but I didn't not think much of this and I was trying to save money. When submitting my order ( i attempted five times ) my screen went blank or it would bug out and say that the order could not be made. Eventually, I gave up and just made my order on the actual Amazon app. My order was not in the Amazon app and at this point, it wasn't in Afterpay, either. I make my order and go to sleep. The following morning, January 11th, 2025, my bank had charged me 30 dollars. It was Afterpay. I checked my Amazon and there was only the order i made through ****** itself, there was no Afterpay card listed and certainly no duplicates of the items I had ordered. I check Afterpay and sure enough, I had an Amazon order somehow, for 90 dollars that I now have to pay off. I contacted Afterpay and sent receipts and screenshot of my bank, and they were absolutely zero help. I explained there's no Amazon order and I'm just being charged for nothing but they insist that it's Amazon's fault and I have to contact them. How can I contact them about an order that doesn't exist? I am never using Afterpay again and I do not recommend this unstable app by any means. And another thing-- the app is so buggy that every time I try to go to ****** in it, it disappears. As if it doesn't exist.

  

  Business response

  01/15/2025

  Thank you for getting in touch with Afterpay regarding the customer's order with ******. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.
   
  In reviewing the customers account, ********************** confirmed that the refund notice from ****** to void their order was not received, delaying the refund process. On 1/15/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  01/12/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving charges on a credit card from Afterpay. I do not recognize the charges.. I tried contacting them, but they make it impossible because they are not accepting phone calls. I tried using live chat to see if I could speak to someone and they agreed to pass me over to someone only if I paid a certain amount of money. I was not passed along to a customer service person unless I entered a credit card.I would like to know what these charges were for, so I can honestly say whether these are legitimate or not however, they are not willing to speak with me unless I give them my credit card number for a charge. What kind of company charges to speak to you?

  

  Business response

  01/15/2025

  Thank you for contacting Afterpay regarding the customers concern regarding unauthorized transactions through Afterpay. Our customer experience team has reached out to the customer to assist with their concerns.
  ?
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming and violating. Our customer experience analyst has contacted the customer to confirm that they have raised the unauthorized activity to their financial institution.
  ?
  Afterpay has advised the customer to initiate a dispute for the unauthorized transactions with their bank. They will file a chargeback with Afterpay prompting our system to automatically investigate the payments in question. The ************** may provide them with a provisional credit until the chargeback has been resolved. This is a standard bank operating process with financial institutions. ???Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  ?
  Fraudulent activity is an unfortunate widespread issue that impacts all Institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity. 
  
  ?Our investigations team has provided the customer with some additional actions they can take going forward.
  
  Sincerely, 
  The Afterpay Team
  

*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. ↩