ComplaintsforAfterpay, Inc.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After wan I g months for an answer to why my credit limit was reduced so dramatically when it he only late payment I had was this month and I was 4 days late, but told by the rude ***resentative that called that I had a 10 day ***** ******* So if my payment was 4 days late but the thing is they had my credit balance at a zero before the payment was late . As well as the *** kept telling me why my limit was decreased this time to a zero balance and if I was 4 days late why would the computer put me at a zero spending g limit? But I wanted to know why it went from 900 days o 300 which they did in February and I wasnt late with any payments? I have paid off 16 orders all ahead of time except one that was paid off on the account *** due ******** order due 1/10/2024 paid off 12/7/2024 2nd order due 2/2/2024 paid off 1/10/2024 3rd order due 2/25/2024 paid off 2/9/2024 4th order due 3/3/2024 paid off 1/20/2024 5th order due 3/7/2024 paid off 2/24/2024 6th order due 3/27/2024 paid off 3/5/2024 7th order due 3/28/2024 paid off 3/06/2024 8th order due 4/13/2024 paid off 4/03/2024 9th order due 5/1/2024 paid offf 4/11/2024 10th order due 6/2/2024 paid off 4/30/2024 11th order due 6/23/2024 paid off 5/29/2024 12th order due 8/14/2024 paid off 7/5/2024 13th order due 8/17/2024 paid off 8/17/2024 14th order due 8/28/2024 paid off 8/21/2024 15th order due 9/28/2024 paid off 8/28/2024 So where is the late payment for them to reduce my account by 600 dollars?? Then the ***resentative kept saying and only talking about this late payment which if I have a 10 day ***** period and in their rules it says I would pay a late fee the *** got upset because like I told him they are saying I was late 4 times because they went into my account 4 times for the same payment, I could understand if it was different but how are you going to count each time you tried to get the money as late its the same payment then he said I was late in June which is a lie and I actually paid on off

  

  Business response

  09/25/2024

  Thank you for getting in touch with Afterpay regarding ****** Mcglorns recent experience with their Afterpay spend limit. Our customer experience team has reached out to ****** to assist with their concerns.
  
  Afterpay is a budgeting service, committed to promoting Responsible Spending. The spend limit on an Afterpay account is the estimated amount that customers can spend and may change based on a variety of factors including payment history. If a payment is made within the 10-day grace ******* the payment is still marked as late. Afterpays system will review the repayment history for future purchases and may reduce the spend limit on the associated account. 
  
  ****** had 4 installments paid late between 2/09/2024 and 9/18/2024. This resulted in the change to their account spending limit. 
  
  While late payments impact one's spend limit with Afterpay, it is only temporary. As customers continue paying their future and/or current installments on time, it will positively impact their repayment history and our system will reassess their spend limit.
  
  Our customer experience team has emailed ****** to provide them with additional information regarding the changes on their Afterpay account. 
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09-18-24 I placed an online order with ******* and chose Afterpay as my form of payment . Afterpay approved the total amount of $329.36 and immediately took 1st payment totaling $82.34 from my checking account . I shouldve been redirected back to ******* however was not . The order was not processed on ******** end . I contacted ******* and was told that this is a known issue on Afterpays end , its a ghost order, or glitch in system . I contacted Afterpay & was told they will reach out to ******* , and still waiting . This should be easy , no order was placed so Afterpay should refund what they took. Im due a refund for an order that never processed .

  Customer response

  09/20/2024

  Attempted to place an order through Wayfair using Afterpay for the seconed time in 2 days Afterpay took payment without order being placed . I spoke to a customer service *** at ******* and was informed that Afterpay is aware of this problem and continues to accept payment for orders that havent been processed . I will not continue to use Afterpay as its not reliable . They need to refund payment to my account as this was taken on false pretenses .

  

  Business response

  09/24/2024

  Thank you for getting in touch with Afterpay regarding ***** ********** order with *******. Our customer experience team has reached out to ***** 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 Megans account, ********************** confirmed that the refund notice from ******* to void their order placed on 09/18/2024 was delayed. On 09/19/2024, a void was processed to their account, prompting the system to cancel their future installments and issue a refund of $82.34 to their card on file. In regard to their order placed on 09/19/2024 with *******, the refund notice from ******* was delayed. On 09/20/2024, a void was processed to their account, prompting our system to cancel their installments and issue a refund of $108.10 to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned four items to ********* on 8:3/34 and 8/10/24 using Afterpay no refund yet Afterpay keeps taking payments for items returned

  

  Business response

  09/26/2024

  Thank you for contacting Afterpay regarding ***** ********* concerns about their returns to ********* and their refund request.
  
  Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). When the merchant issues a refund to Afterpay for an order, the amount refunded automatically flows through to Afterpay's system and is applied to the order's installments, starting with the last payment and working backward.
  
  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 - ****************************************************************.
  
  At this time, Afterpay can confirm that a customer experience specialist reached out to ***** on 09/23/2024 to assist with their request. Afterpay asks that they reply so our team can provide further assistance with their concern.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made two orders on *********** I used afterpay to pay for the orders. Afterpay processed and charged me for the orders, but ******* did not process the orders due to a "glitch." When I contacted *******, they say they have no history of any orders for me and I received no confirmation emails from them. I want a full refund from afterpay as I have no orders processed from *******, but they have charged me over two hundred dollars.

  

  Business response

  09/19/2024

  Thank you for getting in touch with Afterpay regarding ***** Ewarts order with *******. Our customer experience team has reached out to ***** to address their concerns. 
  
  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 Tylers account, ********************** confirmed that the refund notice from the merchant to void their 2 orders was not received, delaying the refund process. On 09/18/2024, a void was processed to their account, prompting our system to cancel their installments for both orders and issue a refund of $73.55 and $130.25 back to their card on file for the installments paid. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase with ***** worth over $353. They hired ***** to deliver the package but the package was stolen. ***** failed to deliver the package as I had instructed. I filed a police report and contacted ***** and Afterpay. Both companies completely disregarded that this package was not delivered in a safe way for me to get it. All Merchants denied any responsibility and told me I would have to pay $353 for merchandise I never received. All of these merchants have failed me as a customer at some point in this transaction. ***** sent this expensive package without the requirement of a signature upon delivery. Then ***** left it on the upper level eventhough I wrote to leave it on the GROUND level where I knew it would be safer and were all my deliveries are left. Afterpay stated they had already paid *****, so they do not care if I got the package or not. They still wanted me to pay them. This negligence resulted in me having to call my bank to report the first installment paid to Afterpay as a bad charge. *************** charged the 1st installment payment back to Afterpay. To date, I am not out of any money for this stolen package just a lot of time and aggravation. However, Afterpay is continuing to email me about this. They are sending me messages about late fees. I have filed a police report and they will not leave me alone and stop contacting me about this charge. I have told them repeatedly I never received the package. They should charge Shien back and clear my account.

  

  Business response

  09/23/2024

  Thank you for getting in touch with Afterpay regarding **** ***** order discrepancy with *****. Our customer experience team has reached out to **** 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 ***** for further instructions.
  

  Afterpay understands that order discrepancies can occur. When they do, Afterpay recommends customers contact ***** to remedy the situation following the merchants policies. Contacting ***** directly is typically the quickest resolution method. 
  
  Afterpay understands this may not be the outcome **** is looking for. We hope they can resolve this matter with ***** for a successful outcome.
  

  Sincerely,
  The Afterpay Team

  Customer response

  09/27/2024

   
  Complaint: 22303475
  
  I am rejecting this response because:

  
  I have complied with everything that AFTERPAY has suggested. When I discovered the package was stolen I initially reported it to ***** by opening a claim ( C-1586641977). ***** denied the claim stating the package was delivered, and ignored the fact that it was not delivered correctly which is evident by their own photo. Their driver left the package visible, unattended and readily available to be stolen by any number of individuals passing by the property. Then I alerted the merchant that I originally made the purchase with, SHIEN. They also failed to assist me claiming ***** indicated the package was delivered. Although they negligently sent a package worth over $353 without a signature requirement, and hired a company who left it unattended in a place I did not instruct them to leave it at, and thus it subsequently was stolen. I then contacted AFTERPAY, because I had already paid 1 of 4 installments, but I had no merchandise. And all they did, like the other 2 companies, was put the burden back on me. They moved the 2nd due date, but did nothing else. They mentioned I should file a police report. I did that, and sent it to them, and then they did nothing except send me additional requests to pay the balance for merchandise I have repeatedly told them I never received.  I have filed a complaint with the **** and now with BBB. If this purchase were made with any of my credit cards (that also allows installment payments) and I had contacted them they would not have held me 100% responsible as AFTERPAY  is attempting to do. AFTERPAY is attempting to hold me responsible for an agreement they have with *****. That is not acceptable. I also have an open BBB complaint against ***** ********. AFTERPAY is shielded themselves and holding me liable for an agreement they have with *****. I refuse to accept these terms and I am not interested in any sympathy they state in these responses. It does not change my position that you will not get any funds from me. And I am not afraid of a courtroom, just so we are clear. 

  **** *****

  

  Business response

  10/03/2024

  Thank you for following up with Afterpay regarding **** ***** order discrepancy with *****. 
  
  On 9/23/2024, our customer experience team reached out to **** 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.
  
  Merchants take  full responsibility over their shipment(s), return(s), and refund(s) policy, as well as the delivery of goods. 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. Please keep in mind, all merchants use different delivery carriers. .Until the merchant communicates that a refund should be issued with respect to an Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.
  
  Regarding Lisas concern with Order x-0955 placed on August 2, 2024 with the merchant ***** Afterpays records can confirm that on August 8, 2024 the delivery courier, *****, confirmed that Lisas package was delivered. Thereafter, on August 27, 2024, Afterpay received their lost package claim for Order x-0955 on their Afterpay account. On August 8, 2024, a dispute was filed with the merchant, Shein, requesting a refund for their lost package. Subsequently, ***** provided tracking information confirming their package was delivered by the courier, *****, that same day. Thereafter, on September 14, 2024,  they filed a chargeback with their bank, and were refunded the initial payment of $88.44, making them whole. Please note, that if they choose to file a chargeback on all installments regarding this order their Afterpay account may become past due. In the event that their account does become past due, Afterpay may appoint a 3rd party collections agency to collect on the past due amount. To further assist with resolving their order, please contact the merchant and delivery carrier, as Afterpay does not have the ability to assist with their lost/stolen package dispute if they choose to submit an appeal, if offered by the delivery carrier. 
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely,
  The Afterpay Team
  

  Customer response

  10/03/2024

   
  Complaint: 22303475
  
  I am rejecting this response because:

  
  First, stop referring to me as ****. Refer to me as Mrs. ****** I am not a young girl. I am a middle aged woman. We are not on friendly terms, and I find it quite rude. 
  
  Next, to leave it up to a merchants discretion to resolve a dispute after they have been clearly negligent is unacceptable. The **** classifies **** lenders as credit cards and therefore you are to govern yourself as a credit card, which would be to suspend attempts to collect on undelivered merchandise, and then chargeback the merchant. Instead you continue to send threatening emails and texts to me, adding additional fees. You fail to look at the history of my account with ********************** that shows 4 years of transactions that have all been paid. Instead you choose to go back and forth with me to attempt to collect on merchandise I have filed a police report regarding the thief due to the negligence of both ***** and Fedex. 
  
  If this goes to collections or affects my credit in anyway, I am prepared to take legal actions against Afterpay. Let me know how you wish to proceed.

  
  Sincerely,
  
  Mrs. *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased shoes on ********* website on March 23, 2024 using the Afterpay installment payments. I returned the shoes within the return period but there was a mix up at the wearhouse and I only got the refund confirmation on June 21st. Please see it attached. Afterpay hasn't refunded me yet because "the purchase was made more than 60 days ago".I've confirmed the refund with **** **** multiple times and I reached out to Afterpay 5 times in the past months only to be dismissed with the exact same ********* is not a small amount for me and I can't believe it just went missing like that. Please help, maybe they could communicate between each other about where did the funds go?Thank you,*******

  

  Business response

  09/27/2024

  Thank you for contacting Afterpay regarding ******* ******* concerns regarding their refund request from **** ****. 
  

  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.  *************** communicates that a refund should be issued with respect to an Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule. 
  

  For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************
  

  At this time we can confirm that a complaint experience specialist reached out to ******* on 9/27/2024 to assist with their request. We ask that they reply so our team can further assist with their concern. 
  Afterpay will continue to work with ******* until their issue is resolved. 
  

  Sincerely,
  The Afterpay Team
  

  
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13, I used Afterpay to place an order with Amazon in the amount of $515.10 minutes after I made the order I canceled it because one of the merchants on Amazon overcharged me and Im refused to pay the extra $20 since I canceled the order, Afterpay is still charging me Even though Amazon clearly never charged the Afterpay account. I have documentation showing this Afterpay owes me a cash refund of $128 as well as the credit line totaling $515.

  

  Business response

  09/18/2024

  Thank you for getting in touch with Afterpay regarding ***** Earlys refund request with the merchant, ******. Our customer experience team has reached out to ***** 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 - *********************************************************************;
  
  On 9/18/2024, ***** filed a dispute with the merchant through Afterpay. Any response or action provided by ****** will be communicated to ***** through the Afterpay order in their Afterpay account. Currently, the dispute is waiting for ***** to provide additional documentation. 
  
  Afterpay asks that ***** continue to work with ****** directly or wait for their response to the dispute. We hope they can resolve this matter with the merchant for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

  Customer response

  09/19/2024

   
  Complaint: 22301771
  
  I am rejecting this response because: I have provided ample proof in the form of screenshots of my Amazon account letters from ****** stating that they never charged me for this order because it was canceled. Im getting sick of the rhetoric. Ive tried on multiple occasions over 10 times to resolve this issue with Afterpay before I filed this complaint, maybe they should have better customer service and actually talk to people after response is always the same. Theyre full of it. Factor of matter is I made an order with Amazon 10 minutes after making the order it was canceled. ****** never charged the Afterpay account therefore ********************** owes me a refund of $515 128 which goes to my bank account. The rest goes to my credit account , if you look at the screenshots that I included with my Better Business Bureau complaint, you will see the proof which is the same proof I sent Afterpay 
  
  Sincerely,
  
  ***** Early

  

  Business response

  09/20/2024

  Thank you for following up with Afterpay regarding ***** Earlys refund request with the merchant, ******. Our customer experience team has reached out to ***** to address their concerns.
  
  In the event that an order is approved through Afterpay but canceled with the merchant a refund notice from the merchant must be communicated to Afterpay. This notice prompts the Afterpay system to process the refund to the customer. 
  
  In reviewing ***** Earlys account, ********************** can confirm that the refund has been processed to their order. On 9/20/2024, a refund for $128.75 was issued to the card on file. The funds will clear in 5-7 business days depending on their financial institution.
  
  Afterpay appreciates their patience while waiting for the merchant to process the refund.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Charged for somthing I never ordered

  

  Business response

  09/24/2024

  Thank you for contacting Afterpay regarding ****** ********** recent experience concerning an unauthorized charge. Our support team has been in contact with ****** to help address their concerns.
  
  Afterpay empathizes with ******' situation and acknowledges that fraudulent activity of any sort is alarming. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  
  Afterpay encourages ****** to report the matter to the police. 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.
  
  Our investigations team is reviewing the details of their account and the reported activity. Afterpay asks that they reply to our team when they have a moment so we can provide them with further support.
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase at Best Buy online on Sept 13th for a pair of AirPods Pro. I used AFTERPAY for the purchase and also paid an extra payment to make sure I could pay it off early. Shortly after the order I was told by my husband to cancel the order since he had already ordered a pair for me and that I wouldnt need them. I canceled the order on ******** website and also made sure to notify AFTERPAY in the app that I wouldnt be getting the item and to cancel the payment plan. I was waiting for several days to receive my two payments back to my checking account from **********************, but never saw that it was coming, so I reached out about my money and have gotten the run around since. I have given them multiple screenshots of the same thing they wanted, including the zeroed out balance from the order from Bestbuy and the charges from AFTERPAY that posted to my checking account. I have messaged them multiple times and they closed the dispute arguing I didnt provide enough proof. How can I provide proof of something that literally doesnt exist? They have screenshots of the ordered saying its canceled and of the charges. It should be a simple case of refund my money to me. Nope, the payment plan is still active and Im not able to get the two payments I already paid to AFTERPAY. I am looking to BBB to help me resolve this with them along with my bank to return my money immediately and to close the payment plan since I will not be receiving an order that was canceled without the run around anymore.

  

  Business response

  09/19/2024

  Thank you for getting in touch with Afterpay regarding ********* ***** order with Best Buy. Our customer experience team has reached out to ********* to address their concerns. 
  
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful or canceled 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 Cassandras account, ********************** confirmed that the refund notice from the merchant to void their order was not received, delaying the refund process. On 09/19/2024, a void was processed to their account, prompting our system to cancel their installments and issue 2 refunds of $75.33 to their card on file for the installments already paid. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer with ******************** for a few years now and so far I've been satisfied with the business but just recently saw an order for a herbal supplement that is 90 capsules that I'm being charged ****** dollars for. Online the same supplement costs about ***** dollars so I don't know what this order is about. And I filed a complaint with afterpay this first complaint ever and they denied my complaint I don't have this supplement and never ordered it and if I did it wouldn't be ****** dollars.

  

  Business response

  09/24/2024

  Thank you for contacting Afterpay regarding **** ********* recent experience concerning an unrecognized order that they attempted to resolve. At this time we can confirm that a complaint experience specialist reached out to **** on 09/19/2024 to assist with their request.
  
  We empathize with ****** situation, as we acknowledge that unrecognized activity of any sort is alarming.
  
  Upon further review, our investigations team was able to confirm that ****** account reflects an order for $164.29 with Amazon placed on 08/31/2024 with Afterpay's "Single-Use Payment" method (payment reference x4450). Afterpay generated this Single-Use Payment card for the customer to use at point-of-sale. The card was intended to be used for this order.
  
  **** has been advised to check their Amazon account and navigate to the transaction page to match the order processed by ****** in their account. **** will see a charge for $164.29 completed on 09/05/2024 with the same last 4 digits of the Afterpay card.
  
  Afterpay asks that **** reply to the assisting agent so our team can further assist with their concern.
  
  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. ↩