Complaints

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

close

Find a Location

Affirm.com has 2 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

• 

  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

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:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Affirm to handle an issue on the account. They informed me that the account was locked due to a report of an "unauthorized purchase" I have verified my account in the past with all the required information INCLUDING a picture of me with my driver's license. I have severe anxiety and don't like talking on the phone they told my husband I needed to call in and verify none of these purchases were unauthorized. I did everything they asked, I told them there were no unauthorized purchases and I recognized all the charges. They then proceeded to inform me that they needed to escalate this to another team. That was a week ago. I have always been a good customer; I have ALWAYS paid off my loans and here we are after a handful of years of being a customer with ********************** and I am being treated like a criminal. Someone FROM AFFIRM filed a false report which triggered this action and that is ILLEGAL. I will no longer be doing business with this company. They can try and paint this anyway they want but when it comes down to it, someone from Affirm filed a false report in MY NAME and they are making ME jump through hoops to get this matter resolved. I will NOT be doing any more business with this company. They had no right to cause this much stress and anxiety on me and to treat ME like the criminal when someone from AFFIRM filed a false report in my name. I guess it goes to show you that even if you verified yourself SEVERAL TIMES over the years and paid off all your loans and was a good customer they still treat you like a criminal.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed Ms. *********** complaint, which states her concern regarding her account being locked for a review of unauthorized activity.
  
  Ms. ********** called Affirm on February 26, 2025 regarding a loan inquiry and was advised by the Affirm ************* agent who she spoke with that her account had been locked. Ms. *********** was advised that no account information could be provided until her information was verified and her account was recovered. Ms. ********** indicated that she did not feel comfortable providing her information on this call and the call was ended.
  
  Ms. ********** contacted Affirm via webchat on February 26, 2025 regarding her previous interaction and was advised that for the security of her account, she must call in to verify her information and for further assistance. Ms. ********** was also advised that restrictions are placed on an account by ********************** when a review for unauthorized activity is being conducted and that the account would remain locked until a secure verification process was completed.
  
  Ms. ********** called Affirm again on February 26, 2025 regarding her locked account. The ********************** ************* agent who Ms. ********** spoke with advised that they would be unable to provide information regarding the account but that a review had been escalated.
  
  Ms. ********** contacted Affirm via webchat on March 3, 2025 and March 4, 2025 to express concerns regarding the locked status of her account and to indicate that she was not claiming that any of the purchases on her account were unauthorized. Ms. ********** was advised that her issue had been escalated and was under review.
  
  Ms. ********** submitted a loan application with Affirm on March 10, 2025 that was declined for identity verification reasons. On this same date Affirms Account Safety team emailed Ms. ********** a link to securely submit documentation for verification, which she completed successfully.
  
  Affirm took actions to remove the restrictions from Ms. *********** account on March 12, 2025 and a Secure Message was sent confirming that her information had been verified and that she was welcome to proceed with her loan application.
  
  Note that Affirm takes reviews of potential unauthorized activity seriously and appreciates Ms. *********** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and great care is taken in protecting consumer information.
  
  Affirm apologizes for the delay and frustration caused by this matter and appreciates Ms. *********** patience.
  
  In the event that Ms. ********** has any further questions, Affirm encourages her to reach out via ****************************************************.
  

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a long and convoluted case but please bear with me as I explain it all in steps as they occurred. 1) July 2024 I booked a hotel in **** with no insurance without realizing their lack of flexibility in cancellation policies.2) December 2024 This was a double room so I wanted to cancel to get a more affordable room, but the hotel refused to cancel with a refund (even though the booking was not until 04/2025)-this is not the issue, but it is relevant. 3) I filed a dispute with affirm to see if the merchant who booked the hotel (expedia) would try to help with the reimbursement of the hotel. However, after digging into affirms policies realized that they could very well rule in expedia's behalf and I would both lose the booking and the money I paid for the booking (they would cancel without reimbursement) 4) At this point I called expedia and they said that if I wanted to make sure to keep my booking they would need to re-bill the booking. So I paid for it again with a different credit card and I cancelled my dispute with affirm.5) At this point I expected a refund either from expedia or from affirm once the dispute processed was closed and settled. However, expedia said affirm took back the money for the booking and affirm is refusing to reimburse what I paid.6) I have contacted affirm several times regarding this matter but seems like they have no idea what I am talking about and see no history of having taken the money back that they had paid to expedia.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states her concern regarding her missing refund.
  
  Affirm's records indicate that a virtual card loan JQJ7-3E71 was processed on July 28, 2024, for a purchase with the merchant, Expedia, in the amount of $2,250.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $750.00 due on the 28th of each month. Ms. ***** paid the downpayment of $750.00 on July 27, 2024. Two payments of $750 were made on August 12 and August 26, 2024. A payment of $452.77 was made on September 9, 2024.
  
  On November 11, 2024, Ms. ***** filled out our webform to dispute her transaction with *******. Affirm followed up by email on November 12, 2025 acknowledge the evidence that Ms. ***** sent, and on November 26, 2025 to advise Ms. ***** that the investigation is ongoing. On December 12, 2024, Ms. ***** reached out by phone to request for the dispute to be canceled as she has reached an agreement with *******. The dispute was successfully closed on December 18, 2024. Ms. ***** reached out by phone on December 23, 2025 to inquire about her refund for the amount of $1,195.35 and Affirm was not able to confirm the receipt of the refund to apply towards Ms. ****** loan. Between December 23, 2024 to March 3, 2025, Ms. ***** followed up regarding her refund by phone and by chat, further providing additional proof from her conversations with Expedia. Between these dates, Affirm continued investigating the issue and unfortunately, was unable to assist in refunding the loan.
  
  On March 10, 2025, the refund of $1,195.35 became available on Ms. ****** loan and the dispute was closed. Affirm reached out to Ms. ***** by email on the same day and advised her to check her email for a follow up in regards to receiving the refund. On March 11, 2025, Affirm emailed Ms. ***** to confirm her mailing address on file and expect a check for the amount of $1,195.35 within 30 days.
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned items to a merchant name Belt Rhinestone. I used Affirm to pay for the purchase. *** had to dispute the purchase with Affirm multiple times. Despite showing absolute and concrete proof that I was authorized to return the items and that the merchant received the items back, Affirm continues to say Im responsible for payment and wont charge the merchant back. The merchant itself has been relatively unresponsive when contacted about the issue, making me believe I was scammed and have no recourse through them. The latest communication from Affirm is telling me Im responsible for payment because the merchant has already refunded me, which makes no sense. Why would I be asked to pay for something when Ive been refunded?

  

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding a refund not being applied to his Belt Rhine Stone loan, ID: *********.
  
  Affirm records indicate that Mr. ******** Belt Rhine Stone loan 2ITA-OQVI processed on January 3, 2025 in the amount of $305.96 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $28.74 on the 3rd of each month.
  
  Mr. ******* opened a dispute with Affirm for his loan 2ITA-OQVI on January 8, 2025. With his dispute, Mr. ******* provided Affirm with a picture of the belt purchased and a screenshot of an email sent to the merchant expressing dissatisfaction with the product.
  
  Mr. ******** dispute was closed in favor of the merchant on February 25, 2025 and a follow up was sent to Mr. ******* via Secure Message advising that Affirm did not receive evidence indicating that the purchase had been returned to the merchant. Mr. ******* called Affirm on this same date regarding the outcome of his dispute and advised that he had already returned the purchase to the merchant. Mr. ******* was advised to submit evidence of his return to Affirm so that a new dispute could be opened.
  
  Mr. ******* sent an email to Affirm on February 26, 2025 with new evidence indicating that the merchant had provided him with instructions for a return as well as a tracking number showing that his purchase had been returned to the merchant.
  
  Mr. ******* called Affirm on February 28, 2025 regarding his dispute and his case was re-escalated. A new dispute was opened for Mr. ******** loan on this same date.
  
  The merchant responded to Affirm on March 3, 2025 to indicate that they had received Mr. ******** return after the dispute had been opened and that they were unable to provide a refund due to the dispute.
  
  Per the merchants comments that they were unable to refund the loan due to the dispute, Affirm closed the dispute in favor of the merchant on March 5, 2025 so that they could process a refund. Affirm sent a follow up to both the merchant and Mr. ******* explaining the disputes outcome.
  
  Mr. ******* sent an email addressed to both Affirm and the merchant on March 14, 2025 indicating that he had not yet received his refund. On March 16, 2025, Affirm verified that the merchant had not yet provided the refund owed to Mr. ******* and took actions to fully refund Mr. ******** loan. Mr. ******* was sent a follow up via Secure Message advising that his loan had been refunded and that any payments made would be returned to the original payment method within 3-10 business days.
  
  Affirm apologizes for the delay and frustration caused by this matter and appreciates Mr. ******** patience.
  
  In the event that Mr. ******* has any further questions, Affirm encourages him to reach out via ****************************************************.

  Customer Answer

  Date: 03/18/2025

  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

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan ID # ********* Date of purchase: 12/15/24 Total purchase price: $161.38 Biweekly payments of $53.80 made starting 1/1/25 after initial payment of $53.80 upon purchase on 12/15/24 Payments processed on 12/15/24, 1/1/25, 1/10/25 using debit card on file with *************************** debit card: ****************, exp 10/27 on file Payment due on 1/24/25 did not process due to Affirm error stating "card expired."Attempted several days in a row to make payment and got same error.Attempted to add a different credit card for payment, however Affirm does not accept Chase.1/29/25 contacted Affirm via the chat feature on app regarding issue with payment and was directed to contact my bank. Contacted The ******************** in *********, KS and was advised that several bank clients have been having the same issue with Affirm and that the issue was not on the bank's end. 2/7/25 and 2/11/25 Reached out to Affirm again via chat and explained the issue and again was told my card was expired and to use a different payment method. 2/20/25 at 10:10 am Called Affirm ************** and spoke with ******. He tried to troubleshoot by removing my debit card and adding it back to account and tried to make the payment over the phone. Again, my card was declined by Affirm as (expired). ****** stated he would escalate my issue and Affirm would be in contact by email. 3/2/25 Received email from ***** stating that my card shows expired and to call to make payment or mail payment and that my case was closed.3/3/25 I sent an email to Affirm in response stating that my card does not expire until 10/27 and attached a picture of the debit card. 3/4/25 Received an email from Zaid, again stating my card was being declined because it is expired. Affirm customer service has done absolutely nothing to help me or remedy the situation. My card was used to make every other payment on this loan. My card is not expired. I am very frustrated.I will no longer use this service nor recommend to others.

  

  Business Response

  Date: 03/18/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed the complaint, which states her frustration about a possible system issue that prevented her from paying her loan.
  
  Affirm's records indicate that loan 8TW0-YMUX was processed on December 17, 2024, for a purchase with the merchant, Bio Ionic, in the amount of $161.38. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $53.79 due on the 17th of each month. Ms. ******* paid the downpayment of $53.79 on December 15, 2024. Two payments of $53.80 were made on January 1, 2025 and January 10, 2025. Fourteen failed attempts to pay the loan were made between January 24, 2025 and March 4, 2025. A payment of $53.80 was made and the loan was paid off on March 15, 2025.
  
  On January 29, 2025, Ms. ******* reached out by chat to advise that she was having difficulties in paying her loan. She advised that she has removed and re-entered her payment information twice with no success. Affirm attempted to take her payment over the phone and had the same issue and advised her to contact her bank. Ms. ******* followed up by chat on February 11, ******************************************************* ******* also advised that she has contacted her bank and confirmed that her card was not expired, and the conversation ended due to inactivity. Ms. ******* followed up by phone on February 20, 2025, and advised that she was still having issues paying her loan. An Affirm agent also attempted to take her payment over the phone and received the same error message. Ms. ******* advised that at the time, she did not have an alternate method of payment available.
  
  On March 2, 2025, Ms. ******* emailed a photo of her card as proof that it was not expired. Affirm acknowledged the receipt of the email and requested Ms. ******* to reach out by phone to attempt to process the payment over the phone again. On March 15, 2025, Ms. ******** payment went through and has been notified on the same day.
  
  Affirm would like to sincerely apologize for the delay in resolving this matter. Affirm is currently investigating why Ms. ******** payments were not going through during the timeline provided, and would like to thank Ms. ******* for her continued patience throughout this process. Please know that we are constantly working on improving our systems and will take note of her feedback to adequately support Affirm customers moving forward.
  
  In the event that Ms. ******* has any further questions or concerns, we encourage her to reach out to Affirm via ******************************.

  Customer Answer

  Date: 03/18/2025

  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

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** *** 49RP**** $0.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and creditworthiness.

  

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which states her concern regarding the accuracy of Affirms credit reporting of her loans.
  
  Affirm records indicate that Ms. ******* ****** loan PQG9-UJH7 processed on October 13, 2022 in the amount of $114.65 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $11.06 on the 13th of each month.
  
  Affirm records indicate that Ms. ******* ****** loan 49RP-PLZW processed on June 14, 2023 in the amount of $148.39 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $14.43 on the 14th of each month.
  
  Affirm verified the accuracy of credit reporting for Ms. ******* loans PQG9-UJH7 and 49RP-PLZW on March 14, 2025 and advised her of the investigations outcome via Secure Message. Affirm also provided Ms. ****** with Truth in Lending Agreement and Loan Verification documentation for her loans. 
  
  Per Affirms review of loan PQG9-UJH7, the payment due September 13, 2023 was not satisfied for over 120 days and the loan was charged off on January 12, 2024 with a remaining balance of $22.09. 
  
  Per Affirms review of loan 49RP-PLZW, the payment due September 14, 2023 was not satisfied for over 120 days and the loan was charged off on January 13, 2024 with a remaining balance of $142.10 that was paid in collections on May 21, 2024. 
  
  Please be aware that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the *************. This information is available on Affirm's Terms of Service, which Ms. ****** agreed to at loan creation. As result, Affirm will have to respectfully deny Ms. ******* request to remove any late payments from her credit report.
  
  In the event that Ms. ****** has any further questions, Affirm encourages her to reach out via ****************************************************.
  

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chainsaw from *********** and paid with affirm. The chainsaw was defective so I returned it. I had already paid $80 of the $140 total, but only received $15 refund. Originally when I spoke to customer service I was told that I didn't get a full refund because ******* didn't send a full refund. When I called again I was told that it was Affirms policy to not refund interest paid. So affirm ended up keeping $65 for a $140 chainsaw that I only had less than 2 months and was defective! I have never had a credit card or any other borrowing service not refund the interest when returning items.

  

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states that she was charged interest on a returned item.
  
  Affirms records indicate that loan YH5R-GD50 was processed for $201.08 on November 19, 2024, for a purchase with *******. The agreed upon repayment terms were 12 installments of $20.19 at an Annual Percentage Rate (APR) of *****% with payment due on the 19th of each month. Between December 6, 2024, and February 1, 2025, Affirm received three payments of $20.19 each. Additionally the loan received two refund adjustments, the first one for $22.00 on February 13, 2025 and the second one for $147.34 on February 16, 2025. These refunds completely paid off the balance on the loan and hence a refund of $15.52 was issued back to the original method of payment on February 16, 2025.
  
  Ms. ***** reached out to Affirm over chat to obtain further information as to why the amount refunded back to her method of payment was lesser than what she had paid towards the loan. Ms. ***** was informed that ******* only completed a partial refund of $169.34 as opposed to the order total of $201.08. Ms. ***** was requested to follow up with ******* to obtain more information on the balance of $31.74 that was not refunded to her Affirm loan. Additionally, Ms. ***** was also informed that an interest component was also charged. Affirm withheld $13.31 from the loan refund as it was the interest paid on the loan.Since the interest is the only cost of borrowing with Affirm, it is not refundable. Ms. ***** can read more about this here (***************************************************************).
  
  Affirm requests Ms. ***** to follow up with ******* regarding the balance of $31.74 if she believes that a full refund is due from *******. Affirm is merely a financing partner and as such all decisions regarding refunds are managed by the merchant, in this case Walmart. 
  
  If Ms. ***** does not receive a response from ******* in a timely manner or has reason to believe that ******* is not following it's stated policy, Ms. ***** can dispute her purchase by following the instructions here (********************************************************************). 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. 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 appreciates Ms. *****'s patience while we responded to her complaint. In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:03/03/2025

  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.

  I am not liable for this debt with Affirm, Inc. I do not have a contract with the collections agency ***********, They did not provide me with the original contract as i requested.

  

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed the complaint, which states she has not received a copy of her contract with *********** and is not liable for the debt with Affirm.
  
  Affirms records indicate that loan T3S5-DJ09 was processed for $2089 on June 10, 2024, for a purchase with AutoTalent. The agreed upon repayment terms were 6 installments of $198.54 at an Annual Percentage Rate (APR) of *****% with payment due on the 10th of each month. To date no payment has been made towards this loan. The loan did not receive payments for 120 days and because of this was charged off. The loan charged off to MRS *** on November 8, 2024. In order to make payments she may call MRS *** at **************.
  
  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.
  
  We have not received a direct request from Ms. ******** requesting a copy of her loan agreement/contract. As stated in ******************** in Lending Agreement that she electronically accepted and signed upon origination of the loan specifically section 16: Collection: "You agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action." In keeping with this section Loan T3S5-DJ09 was charged off to MRS *** in an effort to collect on the loan.
  
  Ms. ******** can access her loan agreements online, by visiting ******************************************** and accessing her Affirm account. Once Ms. ******** is logged in, she can navigate to loan terms to access the signed document. As stated in Affirm's Terms of Service which Ms. ******** agreed upon account creation on February 5, 2019 and every time she applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: **************************************.
  
  For her convenience, Affirm has attached the Truth in Lending disclosure, as well as the loan verification document, associated with Loan T3S5-DJ09. Together, these documents provide the validation that she has requested. 
  
  In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am requesting $250 off of my Expedia affirm loan (Loan ID **********. I received an email from Affirm offering $250 off a loan if I booked through ******* and paid overtime with affirm. This email was sent directly from Affirm as a deal they were offering. I went ahead and attempted to book the loan through ******* from the Affirm link provided in the email that was sent, but the loan would not process through the Affirm link, it kept buffering. The next day I received an email from Affirm apologizing for the technical difficulties that they were experiencing on their site.I still went ahead and book the trip through the Affirm activated deal link on Expedia as the detailed by Affirm email. Because this issue was the fault of Affirm I am asking that the offered deal be honored and I received my $250 off of the loan.This deal was offered in November of 2024. I have been in contact with firm many times trying to get this resolved since December 2024 until today March 3, 2025. Over these past 3 months I have been getting nothing but run around. Ive asked for their arbitration process and Ive been told they dont have one. Everytime I call they tell me they will escalate it up the chain to the billing department, then nothing happens. I received an email here and there saying they are still looking into it with nothing being done. Every phone call I have to explain the situation over and over again. They have asked for evidence of the email with the offer and with the apology saying it was their fault and I have sent them both emails.(emails will be attached). Theyve told me I cant speak with the billing department directly and I dont know what more to do, I am frustrated. The loan is over $4,000 and Im asking them simply to honor the $250 credit that they promised and they are refusing. I need help!

  

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states her concern about applying a promotion to her loan.
  
  Affirm's records indicate that loan CJO1-Q57P was processed on December 2, 2024, for a purchase with the merchant, Expedia, in the amount of $3,796.86. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $340.78 due on the 2nd of each month.
  
  On December 16, 2024, Ms. ***** reached out by phone to advise that she received an email on November 2024 with a promotion to get $250 off at ************** & Vacation Packages. Ms. ***** advised that upon activating the promotion, she experienced technical issues and was not able to continue with her purchase. Ms. ***** proceeded to purchase her trip directly with Expedia on November 29, 2024 and not via the link that was in the promotional email. Due to this, she was able to book her trip but the $250 off promotion did not apply to her loan.
  
  Ms. ***** continued to follow up with Affirm by phone on December 20, ********************************************************************************* ***** sent the email on December 21, 2024. Affirm advised Ms. ***** that an investigation will be opened in regards to her promotion. Ms. ***** requested for an update by phone on December 29, 2024, January 9, 2025, and March 3, ************************************************ ***** expressed her frustration regarding the amount of time the investigation has already taken.
  
  Affirm would like to sincerely apologize for the delay in resolving this matter. Upon the receipt of this complaint, Affirm reviewed the account and applied the $250 adjustment to the loan on March 17, 2025. Affirm would like to thank Ms. ***** for her continued patience throughout this process.
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.
  I accept that they are agreeing to refund me, however I do not accept them still trying to lie and cover themselves by saying I made the purchase directly through *******, when I in fact made the purchase through the affirm link the following day when the technical issues were resolved. I implore you to do better Affirm! This was only resolved months later because I decided to take this route and report you.
  
  Sincerely,
  
  Cash P.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a loan with Affirm to purchase from Cricket Mini Golf Carts out of ******* on September 14, 2024 in the amount of $6,322.29. I paid off the loan on December 18, 2024. The first of February, I cancelled the order since I had still not received delivery. On February 5, 2025, Cricket Mini Golf Carts issued a credit back to the Affirm Virtual Card in the amount of $6,322.29 and provided me a receipt of that transaction and confirmed it had been deducted from their bank account. On February 24, 2025, Affirm still claimed the refund was not issued so I opened a dispute. As of today, I have escalated this with Affirm, who just keeps telling me I have to wait even longer. I am at the point where I need to take legal action against them to get my money back.

  

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond to *** ********** BBB complaint. Affirm has reviewed the complaint, which states that he has not received a refund due to him, for a cancelled order.
  
  Affirms records indicate that loan JI65-5904 was processed for $6325.00 on September 16, 2024 for a purchase with cricket mini. The agreed upon repayment terms were 12 installments of $595.01 at an Annual Percentage Rate (APR) of *****% with payment due on the 16th of each month. Between October 16, 2024 and December 18, 2024, Affirm received three payments of $595.01 each and one payment of $4879.25. The loan was fully refunded and all these payments were refunded back to *** ********** method of payment.
  
  *** ******** contacted Affirm on February 18, 2025 over chat inquiring about his refund on Loan JI65-5904 for a cancelled order. Affirm informed *** ******** that we have not yet received the refund from the merchant. Affirm is merely a financing partner and all decisions such as fulfillment of the order, returns and cancellations are handled by the merchant. Hence, Affirm requested *** ******** to contact the merchant to ensure the refund is applied to his Affirm loan.
  
  *** ******** reached out over chat once again on February 24, 2025 with a screenshot of communication from the merchant confirming the refund has been processed. However, since Affirm had not yet received the refund Affirm assisted *** ******** in creating merchant dispute. 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. 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.
  
  The dispute was adjudicated in favor of *** ******** on March 15, 2025 and his loan was fully refunded. Additionally, all payments made by *** ******** were refunded back to his method of payment. Affirm requests *** ******** to allow up to 10 business days for these refunds to fully reflect back into his account.
  
  ********************** appreciates *** ********** patience while we responded to his complaint. In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer Answer

  Date: 03/17/2025

  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

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2020 an authorized transaction was made for $300.00. I contacted Affirm immediately when I was aware and I told them this was a fraudulent activity due to a phone scam. I was contacted by a ******************* stating there was unusual activity but it was not real. This happened on the height of the pandemic in ***. Where countless scammers were taking advantage because they knew we had limited resources; everything was shut down. After contacting Affirm they insured I was not responsible. Now 5 years later Affirm did not reverse the complete transaction and on 2/3/2025 Affirm updated my credit report with a charge off and owing $57, which is impacting my credit score. This transaction was reported as fraudulent and I should not be responsible for a transaction I know nothing of and that was reported immediately to Affirm when I was aware. I want my credit report updated immediately to positive standing not a negative standing.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states her concern about a fraudulent loan under her name.
  
  Affirm's records indicate that loan JOTA-UDB8 was processed on March 23, 2020, for a purchase with the merchant, bank, in the amount of $300.00. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $102.67 due on the 23rd of each month. The loan was reported charged off since August 22, 2020.
  
  On February 1, 2025, Ms. **** reached out by phone to inquire about the charged off loan and advised it was unauthorized and has reported it since March 2020. She stated that this status is affecting her from applying for new loans. Affirm advised her that an investigation will be initiated. On February 17, 2025, Affirm reached out via email and advised Ms. **** that the loan was her responsibility based on the information on file, but was given an option to fill out an affidavit to continue the investigation. Ms. **** followed up by phone on the same day advising she will be filling up the form.
  
  Upon the receipt of this complaint, Affirm reviewed the account and have taken steps to remove this loan from Ms. ***** credit reporting and she will not be responsible for any payments towards this loan. Affirm reached out to Ms. **** by email on March 18, 2025 to advise her of the outcome and that the loan will no longer be visible from her online account. ********************** would like to sincerely apologize for the delay in resolving this matter and would like to thank Ms. **** for her continued patience throughout this process.
  
  In accordance with the industry standard, Affirm furnishes consumer 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, Ms. **** should allow ***** days for her credit report to be updated.
  
  In the event that Ms. **** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 03/20/2025

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