ComplaintsforAffirm.com

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 16th I made a purchase and decided to return it because it had issues. I was unable to contact the company directly so I made a dispute with affirm. The company was then able to contact me and issued a full refund on June 17th. After the refund was issued affirm lifted the dispute in the favor of the business and the monthly payments continued to charge me. I have since made another dispute with affirm because that was the only way to stop the payments. Nothing has been done with the dispute in almost a month and I am here with charges on my account that have long been resolved.

  

  Business response

  07/23/2024

  Thank you for the opportunity in responding to Mr. S*******'s BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan he disputed with a merchant.
  
  Affirm's records indiciate that on May 16, 2024, Mr. S******* obtained loan ********* with the merchant, the ***** **** for $187.11. He agreed to loan terms of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $46.78.
  
  On May 24, 2024, he contacted Affirm claiming he was owed a refund by the merchant. On May 30, 2024, Affirm sent him an email advising that the loan was placed into an official dispute with the merchant and requested for him to provide evidence of a refund being owed.
  
  Regrettably, on June 17, 2024, the dispute was closed and no refunds were confirmed. Upon review of Mr. S*******'s complaint, Affirm reached out to the merchant on MR. S*******'s behalf.
  
  On July 23, 2024, a full refund was applied towards loan ********* and an email was sent to Mr. S******* advising him of this.
  
  We apologize for any frustration this situation may have caused Mr. S*******. In the event that he has any additional questions, we ask for him to contact Affirm directly via ******************************************.

  Customer response

  07/23/2024

  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.

  However, I would like to make a note that I reached out to Affirm multiple times. Both via online chat and phone.  My dispute was denied internally with affirm twice before reaching out to BBB.  I do not believe Affirm’s response to be entirely truthful but my refund is showing up on my account so I will be closing my account and ending my complaint.

  Sincerely,
  
  Zachary S*******

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used affirm to finance my purchase from Dexomen.com. I never received the product and so I filed a dispute with Affirm twice and Affirm ruled in favor of the merchant twice. I tried reaching out to the merchant via email and phone with no success. When I call the number all I get is busy signal. The business address on their website appears to be a private residence. They never provided shipping confirmation or tracking information. I provided all the information to Affirm and yet they still ruled in their favor and said I have to repay the loan without any explanation.

  

  Business response

  07/18/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the dispute for her loan. 
  
  
  Affirm records indicate that Ms. ******* BBB loan EAOL-M9EN processed on May 24, 2024 in the amount of $991.95  with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $89.11 on the 24th of each month. 
  
  
  On June 6, 2024, an official dispute was opened for Ms. ******* loan. When an official dispute is opened, Affirm gives both the customer and the merchant 15 days to submit any relevant documentation. Affirm then allows another 15 days to review all of the submitted evidence. 
  
  
  Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. Ms. ******* dispute was resolved on June 19, 2024 in favor of the merchant as Affirm did not find any evidence that the merchant was working outside of their policy. 
  
  
  **************** reached out on June 19, 2024 and stated that she did not agree with this resolution. Affirm opened another dispute on the same date, which was resolved on July 4, 2024 again in merchant favor. **************** followed up and asked why she would be responsible for the repayment of a loan related to an order that she did not receive. 
  
  
  Affirm opened a final dispute on July 4, 2024, which was resolved in Ms. ******* favor on July 5, 2024. As a result, this loan was fully refunded and **************** is no longer responsible for repayment. 
  
  
  In the event that **************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

  Customer response

  07/19/2024

  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

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I placed a order on 6/7/24 with gbodyparts.com threw affirm with their credit card. I ordered ***** Oldsmobile ***** Cutlass t top trim kit. The merchant gbodyparts.com didn't send the entire kit, plus the pieces they did send are for 3 different vehicles not just for ***** olds ***** cutlass as described on the order receipt. I filed a dispute with affirm credit card because merchant didn't send what I ordered. Affirm credit card department isn't communicating directly and they're continually stating I'm not sending documents they're requesting. I sent all information requested photos as well as answering threw the email. They're not offering fraud or buyers protection with their credit card it appears. Theirs no number I can call and speak with anyone in their credit card department. They're communicating threw receptionist that's not in the credit card department and appear to be Asian and not in ******* because of the language barrier. They're not trying to help me resolve the issue that gbodyparts.com sent me something I didn't order but still taking payments for that order on their credit card. It shouldn't be legal for merchant to offer a credit card with no protection, no direct contact, no one verbally you can speak with in ******* when they only offer the service to America but customer service is Asian and that service isn't their credit card department. So I'm stuck with a merchandise I didn't order and still have to pay for it when I used affirm credit card for purchase.

  

  Business response

  07/19/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concerns with receiving a refund towards his purchase that was obtained with an Affirm loan. 
  
  Affirms records indicate that loan JDAO-W1PL was processed for $415.00 on June 6, 2024, for a purchase with gbodyparts.com. The repayment terms of the loan were 3 installments of $103.75 at an APR of 0% with payment due on the 6th of each month. The loan required a down payment of $103.75 that was submitted on June 5, 2024. Affirm received payments of $103.75 from ****************** on July 3, 2024, and July 6, 2024. 
  
  On June 7, 2024, ****************** contacted Affirm and reported that he had encountered issues with his purchase and the merchant had been unreachable. On June 14, 2024, Affirm sent ****************** a message within his Affirm account requesting evidence to determine if a dispute could be opened for the purchase. ****************** followed up on the same day and noted that he was having difficulties attaching evidence for Affirms review. 
  
   On June 26, 2024, Affirm followed up with ****************** and provided the email address where his evidence could be sent. Affirm received ****************** evidence on June 29, 2024. On July 3, 2024, Affirm sent ****************** a message stating that Affirms payment processor had closed the dispute due to no evidence being received. Affirm would like to apologize for any confusion caused by this message, as ****************** had sent his evidence. Affirm did clarify this matter with the payment processor and the dispute was reopened. 
  
  On July 17, 2024, the dispute was resolved in ******************' favor. Loan JDAO-W1PL has been refunded in full. ****************** payment method was issued three refunds of $103.75 each to account for the two payments and the down payment made towards the loan. 
  
  Affirm would like to thank ****************** for his continued patience throughout the dispute process. 
  
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer response

  07/19/2024

  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

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order for two wigs with financing from Affirm.com Ywigs is the company amount $486.15 of purchase Order date 5/14/24 and delivery 5/23/24 Contacted Ywigs to return because of poor quality. They did not sent a return label or given me RMA number for three weeks. The wigs were received on June 18th.Affirm continues to bill me $486.15. They continue to ask for information I have already given them. RMA ****** **** tracking 9400 1111 0550 0751 5311 75 Case Number ******** 5/29/24 Second Case ******** assigned 5/31/24 Correct any negative information on my credit report regarding this transaction.

  

  Business response

  07/12/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indiciate that on May 16, 2024, ******************** obtained loan IGK6-HP0G with the merchant, Ywigs for $417.35 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $41.00.
  
  On May 29, 2024, she contacted Affirm requesting for the loan to be refunded and that the merchant was unresponsive to her request of a refund. On June 1, 2024, Affirm advised her that a dispute was opened with the merchant on her behalf.
  
  On July 2, 2024, Affirm advised her that the loan was fully refunded. Affirm confirms that loan IGK6-HP0G is not being reported to the credit bureaus.
  
  We apologize for any frustrations 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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a generator and travel refrigerator from Amazon through Affirm, however the sale offered on Amazon timed out and cancelled the order as Affirm approved and processed a payment loan. There is no order, nothing was purchased due to this technical glitch, yet Affirm still has a loan on my account to pay for this purchase. I contacted Affirm and spoke with a representative who said she couldn't do anything and I would need to contact Amazon. I contacted Amazon and spoke with a representative who confirmed there was no order, and said I needed to contact Affirm as Amazon could do nothing as there was no purchase. I want Affirm to remove the loan for $1884.11 that is showing owed on my account, as I do not owe this as there was no purchase.

  

  Business response

  07/16/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that she has not received a refund for her loan that is associated with a canceled order.
  
  Affirm records indicate that ************** confirmed a loan with Amazon (ID ********** on June 30, 2024 in the amount of $1,330.74. The loan terms included 24 monthly installment payments of $78.51 and the loan APR is *****%. The loan was voided on July 1, 2024. As a result, ************** is no longer responsible for the loan in her name.
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer response

  07/16/2024

  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

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my wife both are being charged for affirm accounts we have never had. We didnt even know we qualified to have affirm accounts or not for pay later.we contacted our banks and reported what we could but still was not most of the charges from affirm. We want all charges to be refunded and or zero out and accounts removed from collections.

  

  Business response

  07/12/2024

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed his complaint which states his concerns with loans he believes were unauthorized.
  
  In reviewing ********************' BBB complaint, we were unable to locate his affirm account with the information he provided in his complaint.
  
  Affirm is unable to provide any details unless we are able to verify the information to an account as we take the security of all Affirm customers very seriously. ********************** kindly asks that ******************** please call or reach out to Affirm directly with regards to his concerns so we may further assist.
  
  Alternatively, If he believes the loan and/or account was opened without his authorization, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity.
  
  Once a completed affidavit is received, Affirm will conduct an investigation and notify ******************** of the outcome within 30 days. To do so, he may visit the following link: ******************************************************************************.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that ******************** has any further questions or concerns, we encourage for him to call ************ between the hours of 7AM to 10PM CT seven days a week or by visiting our *********** via ****************************************************.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a typo on my birthday month, but date and year were accurate. Instead of Jan it was supposed to be April. They requested my identity info. I provided them my driver license and military ID and they still keep on sending me a denied letters. This makes no sense… I checked my credit there is no identity theft issue. I called many times and they keep on saying this. You can’t get a manager or anyone in the states as the calls are overseas. So, not sure how to fix this, there is no resolution.

  

  Business response

  07/16/2024

  Thank you for the opportunity to respond to Ms. Sheerer's BBB complaint. Affirm has reviewed Ms. Sheerer's complaint, which involves her concern that the date of birth associated with her Affirm account is incorrect, and she has been unable to update this information. 
  
  Affirm records indicate that Ms. Sheerer contacted Affirm on June 29, 2024 to request information regarding a recent loan declination stating that her identity could not be verified. During the verification process on the phone with an Affirm agent, it was found that the date of birth associated with Ms. Sheerer's account was incorrect. As a result, an update request was escalated. 
  
  On June 30, 2024, the Affirm team sent Ms. Sheerer a verification link for her identity and date of birth to be verified. Upon review, Ms. Sheerer completed the requested verification, but the government-issued ID provided by Ms. Sheerer was not supported by the verification process, and did not include Ms. Sheerer's date of birth. As a result, on July 1, 2024, Ms. Sheerer was advised that her information was not able to be updated. 
  
  On July 16, 2024, Affirm sent Ms. Sheerer a new verification link to complete via Affirm's Secure Messaging Portal. Ms. Sheerer is asked to complete this verification process using a government-issued ID such as a passport or a driver's license. Once this is completed, Affirm will be able to review her request further. 
  
  In the event Ms. Sheerer has any further questions or concerns, we encourage her to reach out to *****************************************s. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On the day of June 14th 2024 approximately 4:51am , I purchased a Armadillo CRM roll bar for my pick up thru amazon. The loan terms were for a total amount of $748.81 with $191.25 down and have (24) remaining payments of $29.41. I canceled the order thru amazon the same day at approximately 4:57 am. Affirm processed the loan terms as stated. I called repeatedly to let them know the order was canceled. After speaking with numerous customer service representatives; one finally instructed me to have amazon provide an email stating the order was canceled. On June 18th approximately 3:15pm; I received that email from supervisor ***** stating order number 113-4812819-2040257 was canceled. I immediately forwarded the email over to *************************************** at 3:26pm. I then called affirms customer support line and spoke with another representative for over 11min to confirm email transaction and what was expected next. The representative stated not to worry, she received and viewed the email from amazon and was forwarding it to dispute team to be resolved. It is now June 29th and it still is not resolved. Attachments will follow.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/20/24 I attempted to purchase airline tickets on justfly.com. I used Affirm for the payment method. It showed that I was approved for $836.77 (which was $699.39 for the tickets and $137.78 for interest). I was to pay $69.73 every month for 12 months.I paid $36.81 on 6/20/24. After completing the purchase, I received the email from Affirm stating my loan was processing, then I received an email from justfly.com stating, Unfortunately there was an error when trying to process your credit card. This is a time-sensitive matter and failure to respond may result in a complete cancelation of your booking. In order to issue your tickets and confirm your booking, please update your form of payment or add a new payment method. After I received this email I called Affirm to ask why was there was an outstanding balance. Affirm told me the merchant and the airline process their fees at different times and told me to call justfly to get the issue resolved that the issue wasnt on Affirms end. I called justfly and they said it was an issue with Affirm and that Affirm didnt process the full amount. Justfly did say the same thing about the merchant and airline fees being taken separately, but she also said thats why the card should have been left on file. Justfly told me to call Affirm back to see if I could get the card info (or have it added back) so the remaining amount could be processed. I called Affirm back and was then told it was an error on their part. I was told to have Justfly cancel the order (b/c affirm had an issue with off putting the loan). Justfly was going to charge me $25 to cancel, so they told me to get a digital card from Affirm to cover the $25. I called Affirm back and the person who I spoke with told me he was off putting the loan, and I should rebook, but the loan still hasnt been canceled. This was supposed to be resolved by 6/26/24, but has yet to be resolved. I just need the loan cancelled and my $36.81 refunded.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Savares Kings BBB complaint which states that a loan was requested but JustFly could not process the loan. 
  
  Affirm's records indicate that loan 1E9B-H8EC was processed on June 24, 2024, for a purchase with the merchant, JustFly in the amount of $736.20. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $69.73 due on the 24th of each month.
  
  *********************** originally contacted Affirm on June 20, 2024, to explain that the order was not able to be processed with the merchant and the loan needed to be canceled. Affirm advised that the loan was still in merchant processing which means the loan was approved but the merchant had not processed the order yet. *********************** was asked to send in evidence of the order not being placed. 
  
  After review Affirm was able to advise that on June 27, 2024, the loan was showing a pending amount being processed by the merchant and while this was occurring the loan could not be canceled. The loan currently reflects how it is processed. The next payment shows it is due on July 24, 2024, for $69.73.
  
  Affirm has requested that a merchant dispute request be opened as of July 12, 2024. We have included the evidence provided within the BBB complaint and attached it to this request If he has anything further that will assist in the claim, we kindly ask him to send it to *************************************** and reference case number 30014820. 
  
  As soon as our Resolutions Team has reviewed, we will be in direct contact with him on next steps. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, they are still responsible for repayment. 
  
  In the event that they have any further questions, Affirm encourages them to reach out to Affirm via ******************************************************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'd like to preface this complaint by stating that I have 10 completed past payments with Affirm which include 1 dispute. I have NEVER missed a payment and sometimes paid my balances off before the end date.I filed a dispute with Affirm on June 1st 2024 and my first payment was not due until June 13th, so naturally I did not make the payment because payments are paused after you submit a dispute and this is what I have done in the past. The dispute itself was not officially opened until July 7th. I logged into my account and noticed that my payment was overdue. I called affirm immediately and let them know that this is wrong because I have a dispute open and even offered to make the payment although my purchase was in dispute status. The rep let me know that I could not make the payment because of the dispute and advised me to just wait until the dispute is resolved. I agreed but I logged into my account today and noticed that my second payment is overdue. This is ridiculous. Why is my second payment overdue when again I was told that I cannot make a payment and my purchase is under review?? I am also not able to make any additional purchases because my account is "overdue"I am more so upset because I have excellent credit and I do not need this reporting to any credit bureaus. The miscommunication has been very annoying to deal with and the dispute is taking forever to resolve. MY ACCOUNT SHOULD NOT BE OVERDUE I would like for this to be rectified immediately.

  Customer response

  07/02/2024

  My full name is *******************

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concerns with the status of her disputed Affirm loan. 
  
  Affirms records indicate that loan U8UJ-LJWO was processed for $203.75 on May 29, 2024, for a purchase with GOAT. The repayment terms of the loan were 4 bi-weekly installments of $50.94 at an APR of 0%. 
  
  On June 1, 2024, ************** initiated a dispute for the purchase via Affirms ************ On June 7, 2024, Affirm sent ************** an email confirming the receipt of her dispute evidence and noting that a dispute had been opened. This communication also advised that the processing of the dispute could take up to 60 days. 
  
  Please also note that while a loan is in dispute, any outstanding or overdue payments will appear as overdue in your Affirm account; however, these loans are reported as in dispute to Experian if the Affirm loan includes credit furnishing. As a result, during the disputes duration, outstanding payments are not reported negatively. Affirm would like to note that loan U8UJ-LJWO is an Affirm product offering that does not include credit furnishing. As such, ************** will not see an impact to her credit reporting as a result of the dispute. Affirm would like to apologize to ************** as this information was not properly explained to her when contacting Affirm by phone. 
  
  Additionally, Affirm would like to note that while a merchant dispute is in progress, customers will not be eligible to obtain additional financing through Affirm. 
  
  On July 8, 2024, Affirm sent ************** a secure message within her Affirm account confirming that the dispute had reached a resolution in her favor. On the same day loan U8UJ-LJWO was issued a full refund amount of $203.75. ************** can confirm this by logging into her Affirm account. 
  
  
  Affirm would like to thank ************** for her continued patience throughout this dispute process. In the event that ************** has any further questions, we encourage you to reach out to Affirm via ****************************************************.
  
   

  Customer response

  07/13/2024

  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,
  
  *******************

*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. ↩