Complaints

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:05/09/2025

  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.

  Afterpay is refusing to refund the remaining amount to my original payment method. I used Afterpay to purchase a ******* product and paid the initial payment of $143.75 however, I returned the product to ******* immediately after receiving it (about a week) due to false advertising on ******** end. ******* gave me a return receipt acknowledging they received the product in hand. ******* also issued a full refund on the product however, Afterpay only issued a partial refund of $59.22 to my original payment method. This means $84.53 are still yet to be refunded. I contacted Afterpay about this issue multiple times, they opened a dispute, and closed the dispute without resolution. As of today, May 9, 2025 I still do not have the rest of the refund. Afterpay is refusing to get in touch with me, are not answering emails, and are not calling me to resolve the issue.

  

  Business Response

  Date: 05/14/2025

  Thank you for contacting Afterpay regarding the customers refund concerns.
  
  When customers contact ********************** for assistance, they will be asked to verify some information  to confirm that they are the rightful owner of the Afterpay account.
  ********************** would like to provide the customer with the necessary support with their concerns, but our team has been unable to locate an account with the information provided in the complaint. 
  On 5/13/2025, Afterpay emailed the customer using the email address in their complaint to request for additional information.
  
  We ask that the customer reply to the email so that our team can further assist with their concerns.
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:05/09/2025

  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.

  Afterpay is still charging me for an order that was declined by them. I used afterpay to order flowers and the next day I received a phone call from the flower company ***** flowers, and they told me that Afterpay one-time credit card that I used was declined. So I just went ahead and made another order using a different Afterpay one- time credit card and it went through. But Afterpay still has not returned my 1st installment and on my Afterpay account its still showing that order is active and I still have to make payments on an order that was declined by Afterpay. So my money is being help captive by Afterpay and I need my money back and that order taken off my account because its fraudulent. I attached proof that ***** flowers does not have the money and Afterpay has their money and is holding onto my money and not straightening out my account.

  

  Business Response

  Date: 05/14/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund concern with their 1 800 Flowers purchase. Our customer experience team has reached out to them 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 are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). 
  
  Until 1 800 Flowers issues a refund to the 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.
  
  In reviewing the customer's account, ********************** can confirm that the refund has been processed to their order. On 5/13/2025, a refund was issued to the customers order. This canceled the remaining installments and refunded the initial installment to their payment method.
  
  Afterpay appreciates their patience while waiting for 1 800 Flowers to process the refund.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/15/2025

  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

  Date:05/08/2025

  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.

  I placed an order via the Afterpay app on 3-12-25 for clothing from Maurices and used Afterpay payment plan. Two weeks went by and I was notified Maurices cancelled my order. ** it its a payment plan I contacted Afterpay and explained here is proof the order was cancelled and they refused to cancel it. I was told Maurices had to notify them. I then contacted Maurices and was told 6 different times by the ***resentative that they couldnt help me. I have contacted Afterpay again today bc I have two more payments coming out for Maurices. But when I looked further into it it has the purchase date of 3-28-25. The *** from Afterpay said my information was stolen. I said no I placed an order on 3-12 and 3-28 u guys added another order. Either way I am not financially responsible for this. Goods were never received. I spoke to Maurices who confirmed only 1 order in my name and it was cancelled.

  

  Business Response

  Date: 05/12/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, Maurices US. Our customer experience team has reached out to them 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. 
  
  On 5/8/2025, our customer experience team submitted a dispute with Maurices US in an effort to help them resolve the customers refund concerns. Any response or action provided by Maurices US through the dispute raised will be communicated to them through the Afterpay order in their Afterpay account. 
  
  ********************** asks that the customer continue to work with Maurices US directly or wait for their response to the dispute. We hope they can resolve this matter with Maurices US for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account was charged without a purchase on airline tickets

  

  Business Response

  Date: 05/09/2025

  Thank you for contacting Afterpay regarding the customers concern with their order for airline tickets using Afterpay. Our customer experience team would like to provide them with the necessary support but have been unable to locate an account with the information provided in their complaint. 
  
  Our customer experience team has contacted the customer. We ask that they please reply for further assistance. 
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:05/08/2025

  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 filed bankruptcy my attorneys name is ******** ******** **************. Afterpay after I have notified them 100x I have filed bankruptcy Afterpay has continued to harass me. Even after notifying Afterpay of my current situation after has gone into my account without my consent. This is causing me a great deal of stress I can not eat and causing me a great deal of discomfort. Afterpay has not legal authorization ro go into my account to withdrawal any funds I am requesting afterpay to stop all future correspondence any further correspondence will be subject to criminal charges order ************ ************

  

  Business Response

  Date: 05/13/2025

  Thank you for contacting Afterpay regarding the customer's concerns related to their financial circumstances and their Afterpay account.
  
  ********************** has taken note of the customers concerns about their bankruptcy filing and forwarded their concerns to the relevant department. In order to further assist the customer with their concerns, ********************** will require additional information regarding the customers bankruptcy claim as *********************** records confirm that no previous contact has been made by the customer.
  
  The customer can provide a copy of their bankruptcy filing to Afterpay via email at ***************************** or via mail to the postal address below:
  
  Afterpay US, Inc.
  Po Box 328, 
  ***********************-0328
  
  We ask that the customer contact ********************** with this information so our team can provide further support.
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  I made an overpayment to AfterPay. I was told they would be refunding me within 10 business days. They have not and they wk t stay in contact with me. Monomer number to call.

  

  Business Response

  Date: 05/12/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund concern with their refund. Our customer experience team has reached out to them 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 are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). 
  
  In reviewing the customer's account, ********************** can confirm that the refund has been processed to their account. On 5/08/2025, a refund was issued directly to the ************** account via ACH transfer. The funds will clear in 5-10 business days depending on their financial institution.
  
  Afterpay appreciates their patience while waiting for their refund to process.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:05/08/2025

  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 am writing to express my deep unhappiness and disappointment regarding the recent, drastic reduction of my Afterpay spending limit to zero. This decision feels incredibly unfair and punitive, particularly in light of the following:I have been a loyal Afterpay user with a positive payment history, consistently making payments on time.,There has only been one recent instance in which I missed a payment. However, prior to that payment becoming late, I proactively reached out to request either a ***** period or a one-time courtesy extension., Despite this effort, my spending limit was still reduced to zero without consideration of my previous reliability or attempt to address the issue ************** have my entire spending limit eliminated due to a single missed payment especially after taking the initiative to communicate with your support team seems unnecessarily harsh. I respectfully ask Afterpay to reconsider this decision, taking into account my overall good standing and the mitigating circumstances.I hope you can understand my frustration and assist in restoring my spending limit so

  

  Business Response

  Date: 05/12/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent experience with their ********************** Spend Limit. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is 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 Limiton the associated account. 
  
  The customer has had a number of installments paid late. Afterpay has sent an email to the customer with these specific details as well as details on any changes to their Afterpay account 
  
  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 them to provide them with additional information regarding the changes on their Afterpay account. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23304247
  
  I am rejecting this response because:I informed you guys one day early to cover myself and  my whole limit is gone I feel treated very unfair . Also in the email It states I have a 50$ limit but thats not true my limit is still 0 like I dont a relationship with the company .
  It would be great if my limit could be restored to where it was !!!
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/13/2025

  Thank you for providing Afterpay with the customers feedback. 
  
  At this time, Afterpay has reviewed the customers complaint thoroughly and each interaction with our customer service teams. ********************** can confirm the matters raised have been addressed in line with Afterpays Terms of Service and Installment Agreement.
  
  Afterpay appreciates the opportunity to address the customers concerns and confirm that the complaint is considered closed.
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:05/07/2025

  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.

  I purchased an order off of Bellami hair extensions and used Afterpay as my method of payment. There was an error in my processing when I went to check out so I redid the order and it went through. I was double charged through Afterpay on one order. I contacted Bellami and they told me I wasnt double charged on their end for my one order. I have contacted Afterpay for two weeks now and they refuse to dispute the second charge. I have sent them proof of my contact with ******* and their customer service stating that I was not double charged on their end! And Afterpay is still refusing. I will gladly pay for my order but Im not paying for one order twice. Afterpay owes me $68.48 since I was double charged for the first payment installation. All Im asking for is the double charge to come off. I have attached a photo of my double charge on Afterpay, my order from ******** website and a email from ******** customer service stating they do not have a double charge on their end!

  

  Business Response

  Date: 05/09/2025

  
  Thank you for contacting Afterpay regarding the customers order concerns. Our Customer Experience team has emailed the customer using the email address provided in their complaint to assist with 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.
  As outlined in the Afterpay Installment Agreement, merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Until the merchant issues a refund to the 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.
  
  Afterpay would like to provide the customer with the necessary support regarding their order, but our team has been unable to locate an account with the information provided in the customers complaint. The customer has been asked to provide further information so that our team can further assist with investigating the order concerns raised.
  
  Afterpay will remain in contact with the customer to ensure their concerns are addressed. 
  
  Sincerely,
  The Afterpay Team

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23301710
  
  I am rejecting this response because Afterpay is in the wrong here. I reached out to ******* (the 3rd photo attached is the email Bellami sent to me) and they do not have a second order on their end. So theres nothing the merchant can refund. Both Bellami Afterpays are for the same order! I feel I should not be double charged for one order, its not right and this is on Afterpay. I have been paying on one of the Afterpay orders but now since I have my autopay turned off on the second order my account is suspended bc they claim I have an overdue balance. Which I dont because this is afterpays wrong doing. Im very dissatisfied in afterpays treatment to me. I have been a loyal customer since 2018 and have always made on time payments and completed my term agreements. Its really upsetting they are stealing money from me and claim theyre not in the wrong. Once this is resolved and one of the Bellami charges are dropped, I will no longer be a customer of ********************. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/15/2025

  Thank you for providing Afterpay with the customers follow-up. We appreciate the customers feedback.
  
  *********************** records confirm that our team has reached out to the customer to further address their concerns about their purchase with Bellami.
  
  On 5/14/2025, Afterpay submitted a dispute to the merchant, *******, in an effort to help them resolve the customers concerns.
  
  Any dispute response or action from the merchant will be communicated to the customer through the ********************** order in their Afterpay account.
  
  ********************** has sent a follow-up email to the customer to provide them with this information and further details regarding the dispute.
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  Date:05/07/2025

  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 had a balance due with afterpay so I paid extra. I paid $75 but instead of paying off my balance due afterpay put the money on future payments still leaving me with a balance due so they could collect late fees. This is bad business practices, deceptive business practices and predatory lending all which are illegal. Afterpay refuses to contact me or correct my payment and has no phone number, afterpay su kz

  

  Business Response

  Date: 05/09/2025

  Thank you for contacting Afterpay regarding the customers concern with their ********************** account. Our customer experience team would like to provide them with the necessary support but have been unable to locate an account with the information provided in their complaint. 
  
  Our customer experience team has emailed the customer using the email in their complaint. We ask that they reply for further assistance. 
  
  Sincerely, 
  The Afterpay Team

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23300615
  
  I am rejecting this response because: afterpay is stalling they are not trying to resolve *** issue as all the information they needed was provided in the bbb complaint. Afterpay is stealing from its customers and continues to provide horrible customer service. ********************** is the worst
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/13/2025

  Thank you for getting in touch with Afterpay regarding the customers remaining 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. 
  
  We appreciate the opportunity to address the customers concerns and ask that they please respond with the requested information so that we can further assist.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this company to make payments on a computer monitor I orded off of Amazon. Ive been a customer of ********************** for several years and never had a problem. This order was processed with a computer monitor AND an RV water heater and cover. The cost was over $500 for all 3 items. ****** shows no such order being placed. I've sent multiple screenshots of the order, showing only the monitor, which I wound up CANCELING because of all the confusion. They debited my checking account for the first payment for $164.00 The monitor was only $100.00 so the payment should have been roughly $25.00. Since I never received anything I should owe nothing. I've sent this information in and tried to contact them but no one will call. They message through Aftetpay saying they can't reach ******. Anyone who's dealt with ****** knows it's all on the website or app. The order number from Afterpay shows a ************* 24 inch computer monitor" ONLY.

  

  Business Response

  Date: 05/08/2025

  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 5/08/2025, 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