Complaints

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

close

Find a Location

PayBright by Affirm has 3 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

• 

  PayBright by Affirm

  San Francisco, CA 94108

• 

  PayBright

  2100 - 181 Bay St Toronto, ON M5J 2T3

• 

  PayBright

  2100 - 181 Bay St Toronto, ON M5J 2T3

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:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $12,035.10 on 7.33.2024 for 2 pinball machines the vendor, Game and Sports World advertised as ready to ship. I was in contact with vendor via email because within those three weeks after purchase, I had not received any updates or tracking numbers. When contacted he gave excuse his employee was on vacation and needed to fix a machine. He said he would call me again but never did. Finally, I emailed and requested cancellation and also filed dispute with Affirm. Vendor immediately agreed to a refund. This matter has been in dispute stage for over a month. What is the dispute Affirm is processing if vendor agreed to refund Affirm full amount. Numerous phone calls to Affirm reveal they cannot help me because matter is in dispute stage. I disagree.

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which states his concern with the delay to action the dispute on his loan as he claims that the merchant agreed to refund.
  
  Affirm's records indicate that loan J0PE-M60A was processed on July 23, 2024, for a purchase with the merchant, Game and Sport World, in the amount of $10,997.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $1,010.94 due on the 23rd of each month.
  
  Mr. ****** opened a dispute for the loan via self-service within his Affirm account on August 9, 2024 and provided documentation reflecting his request for a refund from the merchant. Mr. ****** followed up with Affirm to request updates on the status of his dispute on August 12th, August 23rd and September 4th, 2024. Affirm advised him on these occasions that the dispute was in progress and provided the relevant timeframes to receive an update. The merchant provided evidence to Affirm on August 22, 2024 indicating that the refund was processed.
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm closed the dispute in favor of the merchant on September 12, 2024 so that they are able to go ahead and apply the refund to the loan. Affirm informed Mr. ****** of the resolution on this date.

  Affirm followed up with the merchant on September 13, 2024 to confirm that they will be applying the refund to Mr. ******* loan. Affirm will follow up with Mr. ****** directly to provide an update accordingly.
  
  In the event Mr. ****** has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  Date:08/19/2024

  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.

  On June 8th, 2024 a customer (*************************) placed an order with my company (Rainbow Palette Beads) for beads totaling $112.05. Her order was filled and shipped out to the address she gave on June 11th and it was marked as delivered by **** on June 15th at 12:18pm. She later emailed me and told me she did not receive her package. I advised her to contact **** and how to start the process with them to find her package, but instead of doing that she filed a dispute with Affirm who withdrew the following amounts of money from my shop account (6/20 - $105.44, 7/6 - $8.33, 7/7 -$8.33, and 7/8 -$6.61). So they took out a total of $128.71.I received an email noting that a dispute was initiated on June 19th and I immediately sent them all the documentation requested including the tracking which shows the package was successfully delivered. On July 5th I got an email saying the dispute was decided in the customer's favor.I have no idea how this was decided, as I literally sent in the order and tracking information.Since then I have emailed back and forth with *********************** from Affirm Merchant Help (help request ******), who has continued to tell me to just wait and someone will contact me. It has now been over 6 weeks since this incorrect decision was made, and I've never heard from anyone.At this point I am out inventory and affirm has stolen money from **** demand this be resolved.

  Business Response

  Date: 09/17/2024

  Thank you for the opportunity to respond to this BBB complaint. Affirm has reviewed the complaint, which states a merchants concern regarding Affirms handling of a recent dispute.
  
  This complaint has been escalated directly to the Affirm Merchant Help Team for review and response. Affirm asks that merchants please reach out to our Merchant Help Team directly by emailing *****************************************************************, or by utilizing ************************************** with any inquiries or issues being experienced.
  
  In the event that this merchant has any further questions or concerns, we encourage them to reach out directly via email.

• Initial Complaint

  Date:07/31/2024

  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 got an apple iPhone 11 through Paybright in September of 2022. The standard means of payment was my *** ending in 3778. However after I stopped receiving money in that card I transferred payment to my TD card ending in 5290. I made sure to delete my *** card from Paybright's website so I won't receive any further charges but Paybright continued to charged the *** card (that isn't available to them on the website) along with my TD card. In the past 4 months I have accumulated a total of over $350 NSF charges from *** due to having insufficient funds following each Paybright charge even though I am up to date with my payments via my TD card. After contacting both *** and TD, I was informed that it is illegal for Paybright to charge a card that is not available to them and I was advised to report their illegal activity. I have contacted Paybright to refund *** the multiple NSF charges as this could have been avoided if they didn't charge an unauthorized card but they have refused to do so. I have every intention to take legal action if needed because this is a fraudulent crime and I do not want to be a victim of such a crime. (Also Paybright randomly charged my TD card 3 times in the month of July. Screenshots of this along with *** Bank statement is attached)

  Business Response

  Date: 08/09/2024

  Thank you for the opportunity to respond to Ms. ********* BBB complaint regarding the *** fees she incurred as a result of her payments being processed on the wrong card.
  
  Ms. ******** reached out to PayBright on 7/26/24 to report that PayBright has been charging the wrong card. She also mentioned being charged multiple times, which caused her to be charged *** fees by her bank.
  
  Our team immediately escalated her case to our Finance team for further review, and received confirmation that her payments were returning due to insufficient funds.
  
  Ms. ******** disputed this assessment, and requested that we review this further.
  
  We understand how frustrating this situation must have been and we are pleased to inform Ms. ******** that we have successfully refunded the *** fees as requested. 
  
  Ms. ******** will received two refunds: 
  
  $45.00 processed on 8/2/2024
  $225.00 processed on 8/7/24.
  
  We kindly ask that she allows up to ****************************** her bank statement. 
  
  We sincerely apologize for any inconvenience caused and thank her for her continued patience with us.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22073916
  
  I am rejecting this response because:

  As Paybright stated, I filed my original complaint on July 26th however, I recieved an additional charge from them on July 28th which led to another bank charge of $45. The amount they have refunded me is a step in the right direction but they seem to be disregarding the charges that occurred after my first complaint. I have told Paybright that I expect no less that $315 which is the total amount of charges accumulated on my debit charge from their illegal charges. Until I receive the total amount owed, this case will remain unresolved.
  
  Sincerely,
  
  Favour Okorigba

• Initial Complaint

  Date:07/20/2024

  Type:Order 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.

  Hi My husband and I bought an electric scooter in 2020 from pay bright in installment plan under my husband name ( ***********************). After a while my husband went abroad for his business and I have a power of attorney to do his stuff here in ******. Payments was pre authorized debit from his credit card. Because of the issue with his credit card I change his credit card, so the payments didnt go through. I called more than 4 times to pay bright customer service and asked for payment amount and change the payment method but they asked for documentation and I did send all the documents. Unfortunately they didnt help me with the payment and they asked that my husband needs to call which is not possible. Im sure there is now some charges associated with that and also my husband credit score will be bad. I really dont know why their team are not friendly and helpful at all. They said that power of attorney team will call me but I never happened.

  Business Response

  Date: 08/09/2024

  Thank you for the opportunity to respond to Mrs. ****** BBB complaint regarding the delay in updating her husbands account to reflect her ***** of *************** 4/28/24 ************** reached out to PayBright to inquire on her husbands loan balance, and provided her ***** of ******** documents. ************** indicated that her husband was out of the country. The agent escalated the case for further review. 
  ************** followed up on her request, however, the agent was unable to provide any information as the ***** of ******** was not yet reflected on the account. The agent apologized to her, and re-escalated the case for further review.
  On 7/20/24, PayBright received a BBB complaint as Mrs ****** case was not resolved. 
  We sincerely apologize to ************** for the delay in processing her request, we understand the frustration and regret any inconvenience caused during this time. 
  At this time, we have escalated Mrs. ****** requested to a senior member of our team to process her ***** of ******** request. ************** will be contacted via email on the next steps. 
  Again, we apologize for the delay and thank *************** for her continued patience.
  

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute with Affirm on 5/26/24 for the remaining balance of $25.49. Cricket Wireless supposedly have paid the "full refund" of $551.49 for an Apple I-phone purchase that was returned. Enclosed in the dispute, an attached copy, confirmation of the full refund receipt received on 04/24/24 from Cricket. Approximately one week later, around 6/10/24, I called Affirm for an update. No .response from Cricket. On 6/11, I contacted Cricket to find out why they partially paid the loan. After discussing the matter, ******* agreed to take $25.49 off my phone bill so 06/12, I called Affirm to let them know that I work the situation out with Cricket and to close the dispute so I can pay the balanced owed. Affirm said that they were gong to contact Dispute to close the case, stated I will hear from them within 3-5 business days. I called Affirm again on 6/15 because I havent heard anything back. I asked for a supv, He stated he will escalate the matter and will be hearing back within 3/5 days. I called them on 6/17, 6/18, 6/20, and 6/22. The supv keep saying they will escalate the situation but no one has contacted me. They have frozen the bill where I cant go online to pay it. I think they they have "blacked balled" me. I have never experienced requesting to close a dispute and cant pay your bill. It shouldnt take 3 weeks and counting to close a dispute . This company keeps lying and making excuses, I want to pay the bill ASAP.

  Business Response

  Date: 07/09/2024

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint in which she voices her displeasure with the merchant dispute process.
  
  Affirm's records indicate that on April 11, 2024, ************** obtained loan M4OT-6HY7 with the merchant, Cricket Wireless for $551.49. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $55.40. On April 28, 2024, the merchant provided a partial refund in the amount of $526.49.
  
  On May 26, 2024, she reached out to Affirm disputing the remaining balance of the loan. On May 29, 2024, Affirm sent ************** an email requesting for more information supporting her claim. She was advised that a dispute was opened with the merchant on her behalf and that while the loan was in a disputed status she would not be able to make payments towards loan M4OT-6HY7.
  
  Between the dates of June 17 and June 26, 2024, ************** contacted Affirm indicating that she wanted to have the dispute closed. She was advised that her request would be escalated to the appropriate team.
  
  
  On June 27, 2024, an email was sent to ************** indicating that the dispute was closed per her request. She later paid off the remaining balance of the loan.
  
  We apologize for any frustration this situation may have caused for **************. In the event that she has any additional questions, we ask for her to contact Affirm directly via **********************************************************.

• Initial Complaint

  Date:06/20/2024

  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.

  Never even heard of Affirm until it appeared on my credit report. Never purchased a security system through them. But Affirm is no help in resolving this issue. Tried to dispute with Experian but they said I had to pay. Called the security place and they would not disclose anything either.

  Business Response

  Date: 07/03/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan she claimed was unauthorized from her credit report.
  
  Affirm's records indicate that on February 8, 2024, loan 5FPG-C0CD processed with the merchant, **************** for $928.52. The loan had terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $47.79. Affirm received four on time payments between the dates of April 8 and June 8, 2024.
  
  On June 10, 2024, ****************** contacted Affirm claiming the loan was unauthorized. The next day, Affirm's Account Safety Team sent her an email advising that upon review of her claim and the details of her account, she was found to be responsible for loan 5FPG-C0CD. She was advised to complete and return Affirm's fraud affidavit form in the event that she wanted her claim reviewed again. On June 20, 2024, she contacted Affirm requesting for her claim to be reviewed again. Affirm instructed for her again to complete and return the fraud affidavit form. 
  
  Once a completed affidavit is received, Affirm will conduct an investigation and notify ****************** of the outcome within 30 days. To do so, she may visit the following link: ************************************************************************************.
  
  On June 12, 2024, Affirm received an FCRA dispute in which ****************** claims her credit report is inaccurate. Affirm reviewed and closed the dispute after confirming the information being reported to the credit bureaus is accurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed in Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which she consented to and approved when she obtained an Affirm loan.
  
  Affirm respectfully declines to remove loan 5FPG-C0CD from ********************** credit report as it is currently being reported accurately.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any additional questions, we ask for her to contact Affirm directly via **********************************************************.

• Initial Complaint

  Date:06/18/2024

  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.

  Made a purchase through busy bee tools on June 5 2023 for $*******. Used there finance option ( PayBright) . Made payments for entire term. Payments kept being withdrawn from my bank for months after loan was paid. Asked for a copy of statement . Was determined that PayBright charged me $2901.53 ( more than double amount of original loan) Spoke with PayBright as well as busy bee tools ( who sent proof of purchase to PayBright) . Was determined that I was to receive a refund of $ ******* on may 21 2024.Received partial refund of $ ****** on may 21 2024. Sent several emails now to find out what the reason for delay is ? No response whatsoever. I have emails and transaction statements both saying what is owed.I just want my money back so I can put this ridiculous business behind me.??

  Business Response

  Date: 07/08/2024

  Thank you for the opportunity to address Mr. ********* BBB complaint regarding his pending refund.
  
  According to PayBright's records, loan agreement number 5694181-112-3895891 with BusyBeeTools was processed on June 6, 2023, for the amount of $2,788.84, to be paid in 12 monthly installments of $266.11 each.
  
  On March 4, 2024, ******************** reported a discrepancy, stating that the loan amount had been doubled. He provided a purchase invoice indicating the actual purchase price was $1,394.42.
  
  Upon receiving this information, PayBright promptly escalated the case to the merchant for further investigation on the same day. Unfortunately, the merchant did not respond until May 17, 2024, at which point they confirmed the correct purchase price.
  
  ******************** was subsequently informed, and an initial refund of $327.29 was processed on May 21, 2024.
  
  On June 19, 2024, ******************** reported that the refunded amount was incorrect. This prompted PayBright to conduct a thorough audit of the account.
  
  We are pleased to inform ******************** that our technical team has confirmed an additional refund of $292.77, which will be processed on July 10, 2024. We kindly request that he allows up to *************************************** his bank account.
  
  We sincerely apologize for the delay in resolving Mr. ********* case and thank him for his continued patience.
  
  Kind regards,

• Initial Complaint

  Date:05/15/2024

  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 COMPANY ACCT# ********************* IS VIOLTED MY RIGHT. THEY SAID MY AACOUNT HAS BEEN VERIFIED HOWEVER THE ORIGINAL CREDITOR SAID THEY DONT HAVE TRULY VERIFIED THIS ACCOUNT. I DEMAND IT THEM TO DELETED FROM MY CREDIT REPORT . I SENT ALL MY DOCUMENTATIONS THEY ARE LOOKING FOR TO EXPERIAN UNCLUDING A COPY OF MY POLICE REPORT 8 TIMES BY MAIL SINCE NOVEMBER 2023 WITH CERTIFIED MAIL AND I HAVE TO PAID A LOT MONEY . ITS TOO STRESSFULL. I DEMAND DELETED FROM MY CREDIT REPORT OR I HAVE TO TAKE LEGAL ACTION . PLEASE I NEED YOUR HELP.

  Business Response

  Date: 06/04/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request to delete loans from his credit report that he claims was unauthorized.
  
  Affirm's records indicate that ****************** obtained two loans with Affirm for purchases with the merchant, Amazon that were charged off due to having past due balances for more than 120 days.
  
  On August 4, 2022, loan ZCC9-WTHA processed of $108.30 with loan terms of *****% Annual Percentage Rate (APR), down payment of $27.08 with six monthly payments of $14.75. The loan was charged off on March 5, 2023 and sent to Affirm's partnered, third-party debt collector, True Accord. They can be reached by calling **************.
  
  On October 18, 2022, loan L1VN-O6RR processed for $376.48 with loan terms of *****% APR, down payment of $75.30 and six monthly payments of $54.68. The loan was charged off on March 19, 2023 and sent to Affirm's partnered, third-party debt collector, January. They can be reached by calling **************.
  
  Between the dates of February 2, 2023 and May 27, 2024, Affirm received multiple **** disputes in which ****************** claiming the information being reported to the credit bureaus is inaccurate. Affirm closed each dispute and confirmed all the information being reported is accurate.
  
  On November 27 *****, ****************** reached out to Affirm claiming the loan was not authorized. On December 21, 2023, Affirm's Account Safety Team sent him an email advising that upon review of his claim, he was found to be responsible for the loans. He was instructed to complete Affirm's Fraud Affidavit form in the event that he wanted the claim reviewed again and advised it could take up to 30 days to be reviewed once completed and returned. To do so, he can complete the form on our *********** at ******************************************************************************************************************.
  
  Affirm assures that we comply with all requirements of the Fair Credit Reporting Act (****). ********************** complaint specifically references Section 602A. This section states the purposes of the **** and does not establish any obligations or consumer rights. He also states that, in accordance with Section 604(a)(2), Affirm needed his consent to obtain a copy of his credit report. When he accepted Affirms Terms of Use and Privacy Policy and submitted his credit application, he consented to having his credit report pulled. ****************** can view Affirm's Terms of Service can be found here: ********************************************.
  
  Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ********************** request to remove credit reporting for loans ZCC9-WTHA and L1VN-O6RR.
  
  Along with our response, we have also included Loan Verification documents and Terms in Lending Agreements for both loans. Together, these documents validate both loans
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any additional questions, we ask for him to contact Affirm directly via **********************************************************.

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello *******,Your Paybright account accrued $725.19 of additional interest as a result of late payment(s). This additional interest was assessed in alignment with Paybrights interest accrual policy; which differs from Affirms no added fees policy.Please update your payment method by March 5th, so we may refund you $725.19 in additional accrued interest.Steps to Update Your Refund Method: Sign into your PayBright account Navigate to purchases Select your current payment method and click update You will have the option to link a debit card or bank account For any other questions or concerns, please visit our Help Center.Kindly,Affirm ************* i got this email way back in feb on the 26th. i did the update on the site and not refund came up the 5th. i call a couple days after they said the bank account didn't update. so i manually sent them the account info. they told me 10 working days for the month to process that was march 29th. its now may no refund has been processed. and this so called backend team who processes the refund hasn't not followed up in any way shape or form. i have called in dozens of times i spoke to a supervisor who said they would take the case over and get me an answer they never followed up. as of today may 2nd this backend team still has not replied and c/s can't do nothing or let me talk to this team directly.

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to Mr. ********** BBB complaint which states that hes been waiting for a refund as he overpaid on interests.
  
  
  PayBright records indicates that the loan agreement 2120571-112-912052 with **** processed on Jan 5, 2021 in the amount of $992.85 with 12 monthly payments of $95.89 each.
  
  
  Our technical team has found that ********************** overpaid in interests and subsequently issued a refund on 3/5/24, however, this was returned on 3/8/24.
  
  
  ********************** was advised on 3/19/24 via email to update his payment method in order for us to initiate the refund.
  
  
  Our system automatically re-scheduled this refund on 3/22/24, however, this was also returned on 3/27/24.
  
  
  PayBright will reach out to ********************** once more via email in order to assist him in updating his payment method and we will initiate the refund as soon as possible.
  
  
  We sincerely apologize for the delay in resolving this request, and we thank ********************** for his continued patience with us. 
  
  
  Kind Regards,

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21658571
  
  I am rejecting this response because: i have been waiting months for this technical team to get back to me. stop with holding my money and just issue the refund. i have the right bank account stop making excesses. if they just made a simple phone call all of this could have been resolved back in march but instead they keep playing games and telling me i have to wait for a reply from a **** that never replies.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/07/2024

  Thank you for the opportunity to respond to Mr. ********** BBB rebuttal which states that PayBright is withholding his refund. 
  
  
  Upon reviewing his files, we have reached out to ********************** on 5/22/24 and advised him to update his payment method as the previous refund attempts were unsuccessful. 
  
  
  We kindly ask ********************** to respond to the email sent to him on 5/22/24, or to give us a call and update his payment method.
  
  
  ********************** can reach PayBright at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  
  Kind Regards,

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21658571
  
  I am rejecting this response because: u sent me no such email and i already gave your c/s agent the updated bank info on the 28th of march... it was manually updated on the 29th.... of march so stop making up stories if u can't send me the money by bank transfer then mail me a check or paypal me the money... stop wasting my time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/28/2024

  Thank you for the opportunity to respond to Mr. ********** BBB rebuttal which states that he already updated his payment method on file. 
  
  
  As previously stated, all of our attempts at refunding him were returned. 
  
  
  However, we understand that ********************** updated his payment method back on 3/29/24 and we will re-escalate this to the appropriate channel for further review and we will re-schedule the refund accordingly. 
  
  
  We will make sure to keep ********************** updated.
  
  
  We sincerely apologize for any inconvenience or frustration this may have caused him and we thank him for his continued patience with us. 
  
  
  Kind Regards, 

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21658571
  
  I am rejecting this response because: so where is my money still no refund has been processed.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/25/2024

  Thank you for the opportunity to respond to Mr. ********** BBB rebuttal regarding his missing refund.
  PayBright has been in constant communication with ********************** and **** concerning this matter.
  During an audit of his account, we identified a discrepancy between the purchase amount and the loan amount. This discrepancy is currently preventing the processing of his refund.
  We kindly ask ********************** to contact the merchant **** and request detailed information regarding the purchase.
  Additionally, we request that he provide us with any documentation that **** can supply, as they were unable to locate the order using Mr. ********** provided documentations.
  ********************** may respond to the ongoing email thread with the documents and we will ensure that his case is reviewed.
  We sincerely apologize for any inconvenience or frustration this may cause and we thank ********************** for his continued patience with. 
  Kind Regards,
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21658571
  
  I am rejecting this response because: I gave.u what I can find u expect me to find stuff for 3 year old orders.

  This was your mess up you should just progress the refund and be done you have wasted so much of my time 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/12/2024

  Thank you for the opportunity to address Mr. ********** BBB rebuttal concerning his missing refund.
  
  
  On 7/22/24, ********************** was advised to get in contact with **** to confirm the purchase price, as we discovered a discrepancy between the purchase price and the loan amount. 
  
  
  Unfortunately, without this confirmation from ****, we are unable to move forward with issuing a refund.
  
  
  We sincerely apologize for any inconvenience this may have caused and kindly request that ********************** contact **** to gather the necessary information. Once we have the confirmed purchase price, we will be able to proceed with the refund process.
  
  
  We thank ********************** for his continued patience with us and for his understanding. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21658571
  
  I am rejecting this response because: i gave u a copy of the invoice and u lied and said it was wrong. u people are scammers u stole over 700 of my money your c/s agent confirmed many times u owe me this money then u make up lies about the bank info being wrong when it wasn't then u come up with every other excuses in the book not to issue the refund. u expect me to call **** about orders that were placed years ago its ur fault for waiting 3 years to inform customers about the problem. its not my job to chase u people down u couldn't even process a transaction properly.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the fall of 2023, we purchased various pieces of furniture from ****, using Paybright to finance. Among the items purchased was a king-size bed frame. After several weeks of back-and-forth with ****, and an estimated delivery date of more than four months later, Wazo kindly refunded the purchase - however we are to collect the money from Paybright. We called a few times in late 2023, and emailed Paybright in early 2024 (as can be seen in the attachment). My wife has spoken with them several times, I have spoken with them several times - which they have on file as the usual answer is "I can see that you contacted us...", however we are getting the runaround for more than 5 months now. Paybright says we have to call Wazo, **** has clearly communicated including transfer numbers that Paybright has the money - but there is never any solution from Paybright. This is extremely frustrating, as Paybright is continuing to deduct funds on a monthly basis as if we had this bedframe, which by now is a significant amount.

  Business Response

  Date: 05/07/2024

  Thank you for the opportunity to respond to Mr. ************* BBB complaint which states that he has yet to receive a refund despite receiving confirmation from the merchant.
  
  PayBright record indicates that the loan 5772930-112-3958575 with Wazo Furniture processed on Sep 15, 2023 for $1,823.18 with 12 monthly payments of $164.56 each.
  
  **************************** initially reached out to PayBright on 2/9/24 and advised that a refund is owed. **************************** was asked to provide screenshots of the refund confirmation from the merchant to escalate his request. 
  
  **************************** provided a screenshot of the refund confirmation, and our team subsequently reached out to Wazo Furniture on 3/12/24 to confirm as we did not receive any refunds on our end. 
  
  Unfortunately, we have not heard back from the merchant since our last contact on 3/12/24. It is important to note that PayBright must adhere to the merchants refund policies and procedures, and as of 5/7/24, we have not received a refund from them.
  
  We understand that this must be frustrating, and for that, we sincerely apologize.
  
  We will attempt to contact the merchant once more to confirm the refund and we will make sure to update **************************** when we hear back from the merchant. 
  
  We thank **************************** for his continued patience with us. 
  
  If **************************** has any other questions, he may call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  Kind Regards,