Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last month Affirm who is headquartered in ************* place a negative **** on my credit report lowering my score from 825 to 705. Supposedly its money I owe to ******. I asked affirm for more account information and they gave me two order numbers. I called ****** with the order numbers and they informed me that these orders didnt belong to me. They informed me that I needed to call Affirm and tell them that these two accounts didnt belong to me. I did just that, but I told the lady from Amazon Affirm would need more than me calling them relaying this information. I spoke with 3 different people and they are giving me the run around. The last person I spoke to was a manager named ******* *. He told me he couldnt give me his last name, but he gave me the initial. They keep saying they are investigating. I let him know that this mistake wasnt my fault and Im doing everything I can to let them fix it. Can you all please dig into this matter for me. I just want this information removed from my credit report.

  Customer response

  02/11/2025

  Im just providing an update to this case. Affirm reached out to me by email. First they put paid on my credit report for this month then they deleted the false charges off my credit report. My credit report came up almost 90 points. I gave them a deadline and some how they were able to stick to it. They accomplished everything I asked for in a timely manner. So therefore I am happy with the end result. 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February 1, 2025, I was applying for a loan with Affirm. It gave me three payment plans, and I selected the plan, but did not complete the transnsaction. I did this twice. The third time, I completed the trnsaction, agreeing to a $141.00 downpayment.I later checked my bank account and saw that three transactions of $141.00. I immediately contacted Affirm. I explained to the ***resentative that the first two transactions I did not complete, so I should not have funds deducted. My bank account shows that the final transaction posted as finalized to my account and the other two $141.00 payments still show pending. I tried to get an explanation of why I was charged, when I had not completed the transaction. The ***resentative then said they could not cancel the transaction until after the merchant processing time and then if the transactions weren't processed then, being February 22, 2025, 3-5 business days after that. I told her that was not acceptable as I never should have been charged. The *** hung up on **** then called back and reached another ***resentative. He said the same thing. When I asked why were the transactions processed when I did not complete the application. I was hung up again. The ***resentative did call back and he stated he accidentally hung up on me. He said there was nothing he could do. I asked for a supervisor, who finally listened and she said she cancelled the two transactions, but it will not show on my bank until bank processes it. My bank said no refunds show yet, and if it was done, it should show by tomorrow after they reconcile today's transactions tonight. These payments overdrew my bank account and if this transaction doesn't show by then, at least two other payments to other creditors will be returned as ***. There are payments to other creditors that are due today and over the next few days that have not yet posted, so I will updated this complaint once I obbtain that information.

  Customer response

  02/12/2025

  As for Affirm, the transactions finally dropped off from my account based on the time limit of my bank gives for finalizing transactions. According to my bank, they did not receive any cancellation on the transactions from Affirm. 

• Initial Complaint

  01/31/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Someone hacked my account and used this ********************** place now they are harassing me

  

  Business response

  02/17/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern regarding fraudulent activity. 
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

  Customer response

  02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with charter communications, I do not have a contract with Affirm.com, they did not provide me with the original contract as I requested.

  

  Business response

  02/17/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which involves his concern regarding a debt he states he is not liable for.
  At this time, Affirm is currently investigating his complaint and will provide a follow up to his email on file within 3-5 business days.
  In the event Mr. ******* has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer response

  02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to make a purchase using affirm for tickets on ********. My first purchase had no issues, but my second purchase wound up charging me without providing me my tickets. I attempted a second time, not knowing I had been charged, and it charged me a third time. I hadn't thought anything about it just thinking it was a system error; however, SeatGeek couldn't find any trace of a purchase (they're currently trying to look further into this). I called the number on the affirm website, and they then attempted to have me call another number, which is apparently a scam number? I'm very concerned as to whether affirm has allowed information to be leaked, and whether I need to take any further action to protect myself from identity or credit theft. My biggest concern is that there's a very high chance that someone else has taken affirms support line number.

  

  Business response

  02/14/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ****** complaint, which involves his concern regarding an order he tried to place with SeatGeek
  At this time, Affirm is currently investigating his complaint and will provide a follow up to his email on file within 3-5 business days.
  In the event Mr. ***** has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer response

  02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to dispute a fraudulent account listed on my credit report under "Affirm ***** This account was opened without my consent, and I believe it is a result of identity theft. I did not authorize this account, and I demand that it be removed from my credit report.The details of the fraudulent account are as follows:Creditor Name: Affirm *** Opened Date: 8/1/2022 Account Number: QX9Y****I request that you immediately investigate this fraudulent activity and remove the account from my credit report. The existence of this account is negatively impacting my credit score and financial standing.

  

  Business response

  02/11/2025

  Thank you for the opportunity to respond to Mr. ***** BBB complaint. Affirm has reviewed the complaint, which states that he did not authorize a loan that is reflecting on his credit report.

  Affirms records indicate that loan QX9Y-2RX3 was processed for $334.87 on August 29, 2022, for a purchase with **********. The agreed upon repayment terms were 6 installments of $30.40 at an Annual Percentage Rate (APR) of *****% with payment due on the 29th of each month. On August 28, 2022 Affirm received two loan adjustments amounting to a total of $3.76. On August 29, 2022 another adjustment of $10.72 was received towards this loan. On August 30, 2022 a third adjustment of $10.08 was received. Between September 5, 2022 and December 30, 2022, Affirm received 4 payments of $30.40 each. No further payments were processed after December 2022. The loan did not receive payments for 120 days and because of this was charged off. The loan charged off to Affirm on May 30, 2023. In order to make payments he may call Affirm and an agent will be happy to help him make the payment. Once the payment is made it will take one business day to reflect on his Affirm account. He may call ********************** at **************. We are available 7 days a week from 7am - 10pm CT.

  In accordance with the industry standard, Affirm furnishes consumer repayment history to Experian in batches on a regular basis, which covers a specific period of time. As a result, based on Affirm's credit reporting cadence, consumers should allow ***** days for their credit reports to be updated.

  Mr. **** has not contacted Affirm directly regarding this issue. Affirm conducted an investigation pursuant to the BBB complaint and concluded that the loans were authorized by Mr. **** and he would be responsible for the payments. Affirm also confirms that the credit reporting on this loan is accurate and no corrections are required at this time.

  If he believes this loan is still unauthorized, 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 him of the outcome within 30 days. To do so, please see the following link: *****************************************************************************************************************;

  Mr. **** is responsible for the payments on loan QX9Y-2RX3 until we receive the affidavit to assist us in completing our investigation.

  In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.

  
  

• Initial Complaint

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint taken in dictation by BBB *** SS 01/27/2025 I have used affirm before and noticed I have two charges from Amazon in the amount of $173.97 on 01/19/2025 and $282.68 on 01/27/2025 from a Synchrony Card. I called both Synchrony and Amazon and they indicated these charges were not made. I requested to turn off auto-pay due to this situation. They mentioned I owed $25.83 for the first loan. I would like them to give me the money back that were paid on these loans as they are not mine. Loan ID: OWPE-WRCI.

  

  Business response

  02/10/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states that she does not recognize a loan on her account. In her complaint she also confirms that her bank as well as the merchant have confirmed this loan was not created by her.
  
  Affirms records indicate that loan OWPE-WRCI was processed for $282.68 on July 19, 2024, for a purchase with ******. The agreed upon repayment terms were 12 installments of $24.85 at an Annual Percentage Rate (APR) of 9.99% with payment due on the 19th of each month. Between August 19, 2024 and January 19, 2024 Affirm received 6 payments of $24.85 each.
  
  Ms. ******* called Affirm on January 15th, 2024 to let Affirm know the loan was fraudulent. Affirm conducted an investigation and concluded that the loans were authorized by Ms. ******* and she would be responsible for the payments. On January 28th Ms. ******* called Affirm to let us know that she recognizes the loan and was confused as she thought a fresh loan was recently created.
  
  If she believes this loan is still unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  Ms. ******* is responsible for the payments on loan OWPE-WRCI until we receive the affidavit to assist us in completing our investigation.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer response

  02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/26/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have purchased a new phone from ************** using affirm with 0% APR, they were running a pre order promo and I used my old phone as trade in, the credit came up to $1145.20 off the new device cost which was $2098.99, the $1145.20 amount isnt final as ******* still needs to determine and inspect my old phone for wear and tear, and to accept any new value given by them. What I owe is $1077.78 over the 24 month term currently which is shown correctly on both Affirm and *******. However what went wrong here is on affirms end the trade in credit isnt $1145.20, its $1787.35 which is totally wrong and not what ******* estimated, I called affirm and they said its system generated and cannot be fixed, and ******* tells me to call affirm and nothing gets solved, if ******* were to deny my trade in for whatever reason, affirm would charge me $2865.13 which is way over the ************ is charging everybody for ($2098.99), thats $766.16 more in hidden fees that shouldnt be on the instant trade in credit to begin with as a 0% APR loan! Affirm doesnt want to fix the issue and ******* doesnt know what Im trying to explain and its completely stressing me out that Im basically being scammed.

  

  Business response

  02/06/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed the complaint, which states his concern regarding the trade in on their Affirm loan. 
  
  Affirm's records indicate that loan M6E8-25KO was processed on January 22, 2025, for a purchase with the merchant, *******, in the amount of $1,077.78. This loan has terms of 0.00% Annual Percentage Rate (APR) and 24 monthly payments of $44.91 due on the 23rd of each month. The trade in value was estimated at $1,787.35. 
  
  Mr. ******** called Affirm on January 26, 2025 and January 27, 2025 to report that the merchant evaluated his trade in as $1145.20, not $1,787.35 which was reflected on his loan. Affirm directed him to clarify the trade in value with the merchant. Please note, Affirm is simply the financier of a purchase and any adjustments to the loan are subject to the policies of the merchant.
  
  Affirm escalated the issue to the appropriate team for review on February 6, 2025 as a result of his complaint. Affirm will follow up with Mr. ******** directly to provide further assistance.  
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

  Customer response

  02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted affirm at least 4 times advising that good American cancelled an item on 12/19 and it has not been adjusted on affirms end. I provided the screenshots showing the email cancellations and affirm has not manually adjusted the loan. Affirm has stated in their responses that I would receive a response within 3-5 business days and then claim gets closed. What I dont understand is why cant affirm manually adjust the loan if Im providing the screenshot since good American has not notified affirm, when its been over a month since the cancellation

  Customer response

  01/27/2025

  My last name is *****

  

  Business response

  02/11/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states that an item had been cancelled on her order and the refund is not reflecting on her Affirm account.
  
  *********************** records indicate that loan EOJE-82HL was under processed for $62.99, for a purchase with Good American placed on December 24, 2024. To finance this loan a downpayment of $15.75 was required and processed on December 19, 2024. After the downpayment was processed the loan balance reflected $47.24.The agreed upon repayment terms were 3 bi-weekly installments of $15.75 at an Annual Percentage Rate (APR) of 0%. Between December 29, 2024 and January 19, 2025, Affirm received 2 payments of $15.75 each. As of February 11, 2025, the loan reflects an overdue amount of $15.74.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Ms. ***** reached out to Affirm over chat on December 26, 2024, to let us know that an item had been cancelled on her order and she was expecting a refund. Affirm let Ms. ***** know that we had not yet received a refund on her account and advised her to reach out to the merchant directly to understand the status of the refund. However, after sufficient time had elapsed Affirm created a Merchant Dispute on February 3, 2025.
  
  Once a dispute has officially been opened, both customers and merchants have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both the parties, and send an email notification with the outcome within 60 days. Affirm has received evidence from Ms. ***** and is awaiting a response from the merchant. Once a response is received Affirm will communicate with Ms. ***** directly to inform her of the dispute resolution.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer response

  02/11/2025

  Better Business Bureau:
  
  This issue is not resolved, however I will wait for a response from affirm 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/25/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Affirm has repeatedly dropped my calls. They refuse to answer my questions requiring overcharging my account when I made payments. They have employees who don't speak English and are unprofessional. I want them to put the correct balance I owe and stop overcharging! They put me on hold for an hour!!! I will sue them!!!

  

  Business response

  02/07/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states that her balance on her Affirm account is inaccurate and she is being overcharged.
  

  Affirms records indicate that loan NJOZ-RAPJ was processed for $394.02 on December 9, 2022, for a purchase with ******. To finance this loan a downpayment of $59.11 was required and processed on December 7, 2022. After the downpayment was processed the loan balance reflected $334.91. The agreed upon repayment terms were 3 installments of $111.64 at an Annual Percentage Rate (APR) of 0% with payment due on the 9th of each month. Ms. ****** made 1 payment on February 3, 2023 for an amount of $111.64. Ms. ****** was offered a two month payment deferral on February 11, 2023. Her new payment schedule after the payment deferral was adjusted to 2 installments of $111.64 and $111.63 respectively, due on April 9, 2023 and May 9, 2023. Ms. ****** made a payment of $120.00 on June 7, 2023. No further payments were received until the loan was charged off on September 7, 2023. Ms. ****** paid off her loan on September 18, 2023 by paying the remaining balance of $103.27
  

  Ms. ****** called Affirm on December 30, 2022 requesting a payment deferral due to hardship. While Ms. ****** was initially denied relief under Affirms loan modification program; she was approved for a two month deferral on February 11, 2023 . This led to her payment that was due on February 9, 2023 and March 9, 2023 to be rescheduled to April 9, 2023 and May 9, 2023. Ms. ****** made only 1 payment before the loan became 120 days overdue and was reported as charged off on September 9, 2023. While Ms. ****** did pay the balance on September 18, 2023, once a loan is reported as charged off, the charged off status remains.
  

  Please note, 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 the balances on Loan NJOZ-RAPJ are accurate.
  

  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

  
  

*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. ↩