Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the 27th of November 2024 I contacted Affirm to confirm the receipt of my balance transfer in the amount of ******** to pay off two balances owed, 1. ************* and 2. 14kt. Only one loan was paid off and when I requested the remaining balance be applied to the ************* loan I was informed that they weren't able to do so and that I would receive a refund in 30days.. On the 3rd of December I received an email stating a check will be mailed in 5 days and on the 13th of December 2024, I received an email informing me that I would be receiving a check in the mail within the next two weeks due to an over payment on the *******, (loan #KWDH-6D50) in the amount of $546.95. Last week I spoke with ******** who advised me to call back if the check was not received by the 10th of January. I've called back several times to get information on the check to no avail, only to be told it takes 30 days. Today {January 13, 2025, I spoke with ***** and his supervisor ******* and they weren't able to assist me due to not having this information and was told I had to wait 30 business from December 10, 2024. I am a Senior and really need my funds returned to me. Also, it seems that when ever I call, I can never get a USA representative or the account department. I have waited the 30 plus business days and still no check./

  Customer response

  01/16/2025

  I've received my refund from **************************. in the amount of 546.95 

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase was made through ****** and financed through *********************************** issued the refund to affirm on November 2,***************** noted credit was complete to Affirm on November ******.I need affirm to issue and credit the $190.79+interest back to my affirm account and the monies that were paid from my ******* account to this loan. I have other accounts with ********************** totaling $1,500 & im starting to feel as tho why pay it if there company can't issue me a simple credit refund to my account.This has been going to long (since early November) and I've called affirm over 15x's with no results (very frustrating).

  Customer response

  01/08/2025

  Please close this dispute. The matter has been resolved. Thank you 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Affirm is scamming people!!! I made a purchase with affirm with ****************, which is a company going out of business so the item that I purchased is no longer available on their floor. I called to reserve a time to pick up, in which they confirmed they cancelled for the above reason. I contacted affirm, whom verified that they see that Im due a refund and received a confirmation email that I would be getting a check in the mail within 5 days. I let 11 days go by and Im calling to check on my refund, in which they state there is no refund due on the account and I needed to contact the merchant. I told them that they already confirmed they received the cancellation from the merchant. They continue to state that there is no record, so they told me to send the evidence I emailed to the address they told me to send it to and they said I had to file out a merchant dispute form. I did even though I can see the refund status in my account. I told them I didnt need a new case because it should be under the same case number from the original. They keep repeating off a script without answering any questions. I searched to see if anyone shared the same experiences and to my surprise this seems to be something they do. They delay your refund until its too late and then they tell you its past the point of a refund. Luckily for me these other customers lost thousands of dollars and I just purchased a rug worth just over a hundred dollars. This needs to be public knowledge of what this company is doing to scam people out of their refunds for product that they have never received. I will be done with using them and I hope more people will see this before they are in the same situation.

  

  Business response

  01/17/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which involves her concern that she did not receive a refund for an item that was no longer available from the merchant.
  
  Affirm records indicate that Ms. ********* **************** loan (ID ********** was processed on December 12, 2024 in the amount of $107.00. Ms. ******** agreed to make 12 monthly installment payments of $10.75 and the loan Annual Percentage Rate (APR) is 35.98%.
  
  On December 12, 2024, Ms. ******** called Affirm to report not being able to apply a refund to her loan she received from the merchant. She stated she received a notification to apply a refund of $107.00 to the appropriate loan within 48 hours. The Affirm ************* agent advised her to send the notification she received to Affirms email address at *****************************************************************.
  
  On December 14, 2024, Affirm sent an email to Ms. ******** stating a refund check is being issued to her address on file in the amount of $107.00, and to allow 30 days for refund check to arrive.
  
  On December 30, 2023, Ms. ******** sent the notification from December 14, 2024 to Affirms email address. An Affirm ************* agent sent her a secure message requesting she opens a dispute for her loan to further investigate the issue.
  
  On January 2, 2025 and January 9, 2025, Ms. ******** emailed and called Affirm to inquire where her refund is. The Affirm ************* agent advised Ms. ******** a dispute was not opened for her loan and they will open a dispute on her behalf.
  
  Affirm would like to apologize for the mishandling of her case, Please know that the Affirm agents in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  On January 13, 2025, Affirm sent Ms. ******** an email stating Affirm was unable to match a refund to a specific loan and Affirm will be issuing a refund check to her address in the amount of $523.24.
  
  On January 14, 2025, Affirm sent a follow up email to Ms. ******** advising Affirm communicated the wrong refund check amount in error. She will be receiving a new check in the amount of $145.52 to her address on file. If she receives a check for a different amount, please disregard that check and do not attempt to deposit it. Attempting to deposit it may result in fees from her bank. Please allow 30 days from the date the check was issued for it to arrive.
  
  At this time, Affirm has closed Ms. ********* dispute as the refund has been sent to her. The dispute has been closed in favor of the merchant so the loan remains active, once she receives the refund check Affirm advises her to pay the loan in full.
  
  Affirm sincerely apologizes for any inconvenience that this process may have caused. Please know, we take Ms. ********* feedback seriously, and Affirm will use it to continually better our services.
  
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer response

  01/17/2025

  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. However I am still waiting on a check to arrive so I cant say that it has met my expectations at this time. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I haven't used my account since October and I want to close it. When attempting to close my account, ********************** said I can't close it because I submitted an application for a loan today (the day that I reached out to close) which I did not. When I asked Affirm for some sort of application number or code, they couldn't provide it. I asked what retailer the application was through, but they couldn't provide it.I did not submit an application today. All I did was log on to my account and go to the help section to close my account. I did have to receive a verification code via text to access my account, I wasn't allowed to access my account otherwise.I believe Affirm fraudulently submitted an application on my behalf when I reached out to close my account because it ensures I can't close my account for 30 days now. When asked them to either provide more information on the application or a guarantee this won't happen again in 30 days when I try to close my account again, they couldn't provide either.

  

  Business response

  01/15/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his request to close his Affirm account. 
  
  On December 30, 2024, Mr. ****** contacted Affirm by phone and requested to close his account. The assisting Affirm agent and Supervisor that he spoke with advised they could not close the account because an application was submitted. 
  
  Affirm would like to sincerely apologize to Mr. ****** for any frustration caused by this interaction. The information that was provided to him was not correct and the Affirm agents should have proceeded with closing his account as requested. There was not an application submitted and Affirms records indicate that only a purchasing power check had been performed on December 30, 2024. 
  
  Moving forward, the agents that spoke with Mr. ****** will receive coaching to ensure they are able to adequately support Affirm customers when calling in for assistance. 
  
  As of January 15, 2025, Mr. ******* Affirm account has been closed in full. Again, Affirm apologizes for any frustration caused by this matter. 
  
  In the event that Mr. ****** has any further questions, we encourage him to reach out to Affirm via ************************************************************

  Customer response

  01/16/2025

  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.

  I appreciate Affirm working through this issue.

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

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: December 8, ********** paid: I paid $27.56, and have three more payments to make. The total of the transaction is $110. Item: The purchase was for a necklace.Dispute: I never received the item. Therefore, I would like $27.56 refunded, and all other payments canceled. Any negative payment status sent to ************* should be retracted. If delivery is made, I will pay. Its just that simple.Hommes Oro (seller): Uncooperative; sending emails that package is near & arriving soon. Tracking from **** indicates otherwise.** They sell items on *************

  

  Business response

  01/17/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint, which states her concern regarding a merchant dispute on her Affirm loan.
  
  Affirm's records indicate that loan 6425-JDDW was processed on December 9, 2024, for a purchase with the merchant, Hommes Oro, in the amount of $110.24. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $27.56 beginning on December 24, 2024. The loan required a down payment of $27.56 that was processed on December 8, 2024, leaving a residual loan amount of $82.68.
  
  Ms. ******* contacted Affirm by phone on December 26, 2024 and reported that she did not receive the order from the merchant. Affirm prompted her to initiate a merchant dispute on the loan in order to assist her further. She initiated a merchant dispute for loan 6425-JDDW within her Affirm account on this date and sent an email with the order and tracking details for the purchase. Affirm followed up with her on December 27, 2024 and advised her about the merchant dispute process. The case was escalated for review on this date.
  
  When a dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review any submitted documentation. Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  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.
  
  Ms. *******' merchant dispute is currently pending investigation. Affirm will follow up with her directly to provide an update on the status of the case. If she has any further evidence to provide, she is encouraged to send documentation to ***************************************************************** with reference to case ******** and our team will assist accordingly.
  
  Please note that loan 6425-JDDW is not being reported to the credit bureau at this time.
  
  In the event that she has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer response

  01/17/2025

  
  
  Affirm says they have refunded my money, and my account is now PAID IN FULL. Thank you for your Services!

• Initial Complaint

  12/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have always ensured that all my Affirm accounts were paid on time every month. Unfortunately, my account was recently hacked and compromised, which caused a payment processing issue. As a result, three of my accounts were marked as more than 30 days late for a $10 charge across each account. I find this outcome unfair, as I have never been late on any of my accounts prior to this incident.I previously spoke with your management team, explained the situation, and provided all necessary documentation via email. During this conversation, I was assured that the late payments would be removed from my credit report as a goodwill adjustment. Following this guidance, I disputed the late payments with the credit bureaus, but Affirm has since reported them as late despite the agreement I was given.I respectfully request that Affirm honor its commitment to process the goodwill adjustment and remove the late payment notations from my credit reports. A temporary error caused by the hack and compromise of my account does not accurately reflect my payment history, which has otherwise been exemplary.Thank you for your time and attention to this matter. I trust you will address this situation fairly and promptly.

  

  Business response

  01/10/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding the reporting for her loans with Affirm. 
  
  Affirm records indicate that Ms. ***** currently has 3 loans being reported with delinquent payments to Experian. 
  
  Loan 5J2F-WTEP with ****** became overdue when the payment originally due on October 29, 2024 was not satisfied until December 15, 2024. Loan 3FCX-QZAL with ****** became overdue when the payment originally due on October 30, 2024 was not satisfied until December 15, 2024. Finally, loan DQ0C-R8ZW with Best Buy became overdue when the payment originally due on October 29, 2024 was not satisfied until December 15, 2024. 
  
  Each of these loans became more than 30 days overdue. 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. 
  
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as Ms. ****** Loan Agreement which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: *******************************************;
  
  Ms. ***** called Affirms ************* Support line twice on December 17, 2024 and stated that she had been experiencing unauthorized activity on her payment method and that she was unable to make the overdue payments on-time due to this issue. The Affirm ************* agents informed Ms. ***** that loans will be reported as delinquent if payments become overdue for 30 days or more. In one interaction, an Affirm ************* agent incorrectly told Ms. ***** that her loans had not become more than 30 days overdue. 
  
  Affirm would like to sincerely apologize for any inconvenience or confusion this may have caused. Affirm has educated this ************* agent in order to better serve customers in the future. 
  
  As a result of this investigation, Affirm has determined that the reporting for these loans is accurate and Ms. ****** request to have the late payments removed from her credit report has been respectfully declined. 
  
  In the event that Ms. ***** has any further questions, we encourage her to reach out to Affirm via ****************************************************

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2024 I was scammed into a pay to work scheme in which the company concept asset coerced me into a 2,500$ loan through affirm. I have filed 4 disputes with affirm, called, and messaged many times trying to resolve my issue. Affirm has ignored my attempts to get my loan disputed and has sided with the company concept assets. Concept assets claimed that they provided me online courses and training. I did not receive any service, training, or courses from this company and it is a complete scam. Affirm is refusing to settle in my favor due to concept assets lies. My original dispute in September was cancelled by me when the company concept assets promised me a refund of I cancelled. They have been ignoring me for months now. I talked to a supervisor at affirm a week ago who said she would expedite the case and try and reopen it and I would hear back with in three days. I have not received any information about the case as she had told me. I have now paid 755$ towards this loan as affirm is threatening me to send to a debt collector. They only have interest is receiving the money I owe and no interest in helping me resolve the issue of concept assets scamming me. They have also refused to send me a copy of the information concept assets had submitted that caused them to rule in their favor. I am unable to get help because I dont have access to the information. I have also submitted proof to affirm that I did not receive any service or education from this company.

  

  Business response

  01/08/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her concern regarding the refund for her order. 
  
  Affirm records indicate that Ms. ********* loan IZBP-JWF2 with Copecart processed on August 21, 2024 in the amount of $2,500.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $251.13 on the 21st of each month. There have been two payments of $251.13 made on September 22, 2024 and October 22, 2024, respectively. An additional payment of $252.79 was made on December 27, 2024, bringing the total paid amount so far to $755.05 as of January 8, 2025. 
  
  On August 21, 2024, Ms. ******** called Affirms ************* Support line and stated that she felt the merchant was a scam and that she wanted to cancel the purchase. Please note that Affirm is simply the financier of a purchase and therefore all refunds and cancellations are subject to the policies of the merchant. 
  
  An official dispute was opened by Ms. ******** on August 22, 2024. When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  Ms. ******** reached out to Affirm again on August 23, 2024 and requested that the dispute be closed as the merchant advised that they would issue a refund. Affirm resolved the dispute in merchant favor on August 31, 2024, per Ms. ********* request. 
  
  Affirm did not hear back from Ms. ******** until October 28, 2024, when Ms. ******** called Affirms ************* Support line again and stated that she had never received the expected refund that the merchant had promised. The Affirm ************* agent encouraged Ms. ******** to reach out to the merchant directly to request a cancellation or refund. 
  
  On November 26, 2024, Ms. ******** reached out again to request a refund as she felt scammed by the merchant and had not attended any of the training courses. Affirm attempted to call Ms. ******** to discuss her issue further on December 7, 2024, but the call was not answered. 
  
  Affirm can confirm that the dispute opened initially on August 22, 2024 was the only dispute placed on this loan. Affirm reiterated the original dispute resolution in merchant favor to Ms. ******** on December 17, 2024; December 19, 2024; and December 20, 2024. 
  
  However, upon receipt of this complaint, Affirm has determined that Ms. ******** is entitled to a full refund for this loan. Affirm has issued this refund as of January 8, 2024 and Ms. ******** is therefore no longer responsible for the repayment of this loan. Any payments made will be refunded back to ****************** account within 3-5 business days. 
  
  In the event that Ms. ******** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer response

  01/08/2025

  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

  12/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  AFFIRM REFUES to accept my Payment. I have been trying to pay for 2 weeks now but Affirm refuses to let me pay.

  

  Business response

  01/09/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed the complaint, which states his concern regarding failed payments on his Affirm loans. 
  
  Affirm's records indicate that loan FWVE-VSJ3 was processed on December 10, 2024, for a purchase with the merchant, Amazon, in the amount of $182.75. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $33.16. The loan was partially voided in the amount of $70.10 on December 10, 2024. Between December 21, 2024 and December 29, 2024 the payments charged to the bank account ending in 5890 failed on multiple occasions. 
  
  Affirm's records indicate that loan M1UJ-AVSJ was processed on December 21, 2024, for a purchase with the merchant, Amazon, in the amount of $208.60. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $37.85. The loan was partially voided in the amount of $41.72 on December 21, 2024. Between December 21, 2024 and December 28, 2024 the payments charged to the bank account ending in 5890 failed on multiple occasions. 
  
  Mr. ******* contacted Affirm on December 28, 2024 and indicated that their payments continued to fail. He requested assistance to make payment. Affirm followed up with him on December 29, 2024 and prompted him to remove the payment method from his account and then re-add the same or a new payment method. 
  
  A manual payment of $114.40 was completed on December 29, 2024 using the bank account ending in 5890 for loan FWVE-VSJ3. The balance of the loan FWVE-VSJ3 is now paid in full. Mr. ******* submitted a payment of $37.85 on January 3, 2025 and $130.78 on January 4, 2025 using the bank account ending in 5890 for loan M1UJ-AVSJ. Both of these payments are processing. It can take up to 3-10 business days for the payments to process. Affirm apologizes for any frustration this may have caused. 
  
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  These People Are Not Competent Not Intelligent enough To Do Their Job And Keep Giving Me A Hard Time About Purchasing Good Epiphone/****** ** Models I Wish These People Would Just Shut Down And Placed Out Of Business For Good And They Are Known Scam Artists.

  

  Business response

  01/09/2025

  Thank you for the opportunity to respond to Mr. **** BBB complaint. Affirm has reviewed Mr. **** complaint, which states his concern regarding Affirms customer service. 
  
  ********************** records indicate that *********************************** loan ROCP-XV6N processed on December 4, 2024 in the amount of $1,148.99 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $115.42 on the 4th of each month. 
  
  Mr. *** called Affirms ************* Support line on December 8, 2024 and requested information regarding his loan balance. The Affirm ************* agent was unable to verify Mr. **** identity at the time, as the contact information that he provided did not match what was on his Affirm account. Mr. *** called again later that same day to inquire about this loan balance and how much interest he was being charged. 
  
  Please note that interest is the cost of borrowing money. When a customer takes out a loan, lenders may charge an interest rate for using their money to pay up front for the purchase. At Affirm, we use simple interest for our loans. This means interest is only calculated based on the original loan amount, called the principal. This is different from compound interest, which calculates interest based on both the principal and the interest already accrued, which can lead to a larger total amount owed. 
  
  For more information about interest at Affirm, Mr. *** can visit the Affirm *********** at ********************************************************************
  
  Affirm can additionally confirm that Mr. **** account now currently reflects the contact information that he provided in his BBB complaint. 
  
  On December 12, 2024, Affirm placed an outbound call to Mr. **** per his request, and provided him with his loan details including the $115.42 monthly payment amount. If Mr. *** has any questions about his loan balance or the loan terms, he can view the loan timeline by logging into the Affirm app and clicking on the loan. 
  
  Mr. *** called Affirm several times to ask about his loan balance and to make payments, including a payment of $1.42 on December 24, 2024; a payment of $114.00 on December 28, 2024; a payment of $115.42 on December 28, 2024; a payment of $1.42 on January 4, 2025; and a payment of $1.00 on January 4, 2025. 
  
  Each of these payments were made over the phone with an Affirm ************* agent. ********************** would like to sincerely apologize for any inconvenience or frustration these interactions may have caused. 
  
  In the event that Mr. *** has any further questions, we encourage him to reach out to Affirm via ****************************************************

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered merchandise from *********** & shipped to my home. My husband went to the store and took back all the unopened merchandise still in original ***************** customer service refunded all items back to affirm account and zeroed out our balance. Affirm is still showing a $440.75 balance. We do not owe this because we returned all merchandise back to our ******* in ********************. We also have sent affirm all the ******* proof of returns. I have called ******* customer care and reported issues with ********************** not taking off the balance.

  

  Business response

  01/10/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the refund for her returned order. 
  
  
  Affirm records indicate that Ms. ******* ******* loan AAVC-ISQ1 processed on November 19, 2024 in the amount of $755.72 with *****% APR. The agreed-upon repayment terms were for 24 monthly payments of $37.70 on the 19th of each month. The merchant issued two refunds of $5.35 and $344.88, respectively, on November 25, 2024. 
  
  
  On December 9, 2024, Ms. ****** called Affirms ************* Support line and stated that she had returned the full order on November 24, 2024 to the merchant and that she was therefore due a full refund. The Affirm ************* agent opened an official dispute for Ms. ******* loan on the same date. 
  
  
  When an official dispute is opened, Affirm gives both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documentation. 
  
  
  Ms. ****** provided Affirm with documentation via email on December 10, 2024 and December 11, 2024. Ms. ****** called Affirms ************* Support line on December 12, 2024 to confirm Affirms receipt of the documentation. 
  
  
  On January 8, 2025, Affirm resolved Ms. ******* dispute in her favor and followed up with her via secure message to notify her of this outcome. As a result, Ms. ****** is no longer responsible for the repayment of this loan. 
  
  
  In the event that Ms. ****** has any further questions, we encourage her to reach out to Affirm via *********************************************************;

*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. ↩