ComplaintsforAffirm.com

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Celtic Bank will pay the total of $487.97, which includes the amount financed of $463.57 and your downpayment of $24.40, to American Muscle. The Affirm Account ID ********* is showing inaccurate information on my credit report thats needs to corrected. Affirm Account was paid in full on June 6,2024 so it should not be still showing as open account . This ********************** account ********* status should be permanently changed as closed account/ paid off/ never late payments. The Affirm monthly payment amount was $46.57 should be seen as that amount on my credit. The $34 monthly payment amount reported is simply untrue that should be permanently removed from this account due to inaccuracy . There should have never been an untrue comment or statement added to account that never had any late payments. The comment stating natural or declared a disaster deals with delinquency needs to be permanently removed from this account cause there was never any delinquency involving failure to pay. The loan verification document show that $0 balance remaining for this Affirm loan OV32-0761 current so remove the inaccurate information stating money is owed. The $79 for May 2024 that decrease to $34 needs to permanently removed due to both being inaccurate. There was two payments made in the amount of $46.57 on both May 1 and May 29 2024. The reasonable solution is for both Affirm and Experian to correct all the inaccuracies on my credit report. I have reached out to both companies Affirm *** and Experian on multiple occasions regarding inaccuracies. Both keep ignoring my disputes by verifying my information as accurate when it certainly is not. If that ain't enough trying to call them to ask them to remove any inaccuracy is a complete nightmare. It result to dealing with rude agents on the phone with nasty attitudes pertaining they can't hear you. This is highly unacceptable and unprofessional behavior that shouldnt ever be tolerated.

  

  Business response

  07/16/2024

  Thank you for the opportunity in responding to *********************************** BBB complaint. Affirm has reviewed their complaint which states their request to remove a loan from their credit report.
  
  Affirms records indiciate that on April 12, 2024, ******************************* obtained loan OV32-0761 with the merchant, American Muscle for $487.97. They agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $24.40 and 12 monthly payments of $46.57. The merchant provided a partial refund in the amount of $348.55 on April 22, 2024. ******************************* completed an early payoff and settled the remaining balance on June 6, 2024.
  
  Between the dates of June 11 and 30, 2024, Affirm received FCRA disputes in which ******************************* claimed their credit report is inaccurate. Affirm reviewed and closed each dispute confirming the information being reported to the credit bureaus is accurate. The loan is being reported as paid off and never paid late.
  
  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 their Loan Agreement which they consented to and approved when they obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
   If ******************************* wishes to contact Experian to ask questions about how the information Affirm shares is reflected and interpreted on their credit report, please call Experians customer service team at: ****************.
  
  We apologize for any frustration this situation may have caused *******************************. In the event that they have any additional questions, we ask for them to contact Affirm directly via ****************************************************.

  Customer response

  07/17/2024

   
  Complaint: 21972944
  
  I am rejecting this response because:The 5 documentation alone will show proof of all inaccuracy reported to my credit that Affirm refuse to change when its false information provided by them.
  Celtic Bank will pay the total of $487.97, which includes the amount financed of $463.57 and your downpayment of $24.40, to American Muscle. The Affirm loan order was process by Merchant on March 31,2024 and started April 1,2024. The Affirm Account ID ********* is showing inaccurate information on my credit report thats needs to corrected. When Affirm reported this 12 month loan in June as accurate when it has the loan as open account. That was false information because the account should have been marked as closed account/ paid off/ never late payment. When that Affirm loan was paid in full on June 6,2024. If that aint bad enough its saying that I owe money for this account. Again another false claim that needs to be permanently taking off this account.The loan verification document show that $0 balance remaining for this Affirm loan OV32-0761 current so remove the inaccurate information stating money is owed. The $79 for May 2024 that decrease to $34 needs to permanently removed due to both being inaccurate. There was two payments made in the amount of $46.57 on both May 1 and May 29 2024. This Affirm account ********* status should be showing as closed account/ paid off/ never late payments. The Affirm monthly payment amount was $46.57 should be seen as that amount on my credit report. But Affirm is reporting that  $34 was the monthly payment which is simply untrue that should be permanently removed from this account due to inaccuracy. Affirm left a comment on my credit regarding this loan that showing as natural or declared a disaster. Why is this false comment showing when it deals with delinquency. Delinquency is failure to pay amount owed. There was never an amount owed regarding this paid off loan. There should have never been an untrue comment or statement added to account that never had any late payments. My payment history regarding this and any loan is always exceptional.The untrue comment needs to be permanently removed from this account. That should have never happened especially if the company was actually doing there job right. Regarding the situation above I have reached out to both companies Affirm *** and Experian on multiple occasions regarding these inaccuracies. But sadly both companies continue to refuse of correcting anything instead they ignore all my disputes by responding back that the information provided on my credit is accurate when it certainly is not. If that ain't enough trying to call them to ask them to remove any inaccuracy is a complete nightmare. It result to dealing with rude agents on the phone with nasty attitudes pertaining they can't hear you. The agents then say if it was any inaccuracies dealing with the account they will fix it. When I informed them that it is inaccuracies on my credit report nothing happens.The reasonable solution is for both Affirm and Experian to report accurate information regarding this loan while permanently remove all inaccuracies on my credit report. Otherwise, legal action will be taking against both companies for there negligence providing false information that resulted in my credit score dropping.This is highly unacceptable and unprofessional behavior that shouldnt ever be tolerated by either company. The Fair Credit Reporting Act (FCRA) is a federal legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. It was intended to shield consumers from the willful and/or negligent inclusion of erroneous data in their credit reports.
  *******************************

  

  Business response

  07/19/2024

  Thank you for the opportunity to respond to Chiquitla Paytons BBB rebuttal, which involves their concerns that the loan in their name has not been reported accurately. 
  
  As stated in Affirms previous response, loan ID ********* is being reported as paid off and never paid late.
  
  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 your Loan Agreement which you consented to and approved when you obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  If ******************************* wishes to contact Experian to ask questions about how the information Affirm shares is reflected and interpreted on their credit report, please call Experians customer service team at: ****************.
  
  We apologize for any frustration this situation may have caused *******************************. In the event that ******************************* has any additional questions, we ask for them to contact Affirm directly via ****************************************************.

  Customer response

  07/20/2024

   
  Complaint: 21972944
  
  I am rejecting this response :Because I never said the loan was not paid off what I said was that Affirm is on purpose reporting false information with that loan. The documentation provided alone will show proof of all inaccuracy reported to my credit that should be permanently remove by Affirm or Experian but they both refuse to change anything when its false information reported by them. The Affirm Account ID ********* is showing as open account June when it was paid off on June 6,2024. That is indeed false information because the account status should be marked as closed account . If that aint bad enough its saying that I owe money for this account in May. On My Credit you can see $79 for May 2024 that decrease to $34 needs to be permanently removed due to both being false. There were 2 payments made in the amount of $46.57 on both May 1, 2024 and May 29,2024. The loan verification document will show that $0 balance remaining for this Affirm loan OV32-0761 is current so remove the inaccurate information stating money is owed. Another thing is the Affirm account ********* status needs to be shown as closed account/ paid off/ never late payments. The Affirm monthly payment amount was $46.57 should be seen as that amount on my credit report. But Affirm is reporting that $34 was the monthly payment which is simply untrue that should be permanently removed from this account due to its inaccuracy. Affirm left a comment on my credit regarding this loan that showing as natural or declared a disaster. Why is this false comment showing when it deals with delinquency. Delinquency is failure to pay amount owed. There was never an amount owed regarding this paid off loan. There should have never been an untrue comment or statement added to account that never had any kind of late payments. The untrue comment needs to be permanently removed from this account. That should have never happened especially if Affirm  was actually doing there job right. Regarding the situation above I have reached out to both companies Affirm *** and Experian on multiple occasions regarding these inaccuracies. But sadly both companies continue to refuse to update my credit report by ignoring any disputes sent to them even when I have documentation to support my claims. If that ain't enough trying to call them to ask them to remove any inaccuracy is a complete nightmare. The Agents from either computer inform with nasty attitudes if it was any inaccuracies they will be fixed immediately due to FCRA. When I informed them that it is indeed inaccuracies on my credit report nothing is done about them. A reasonable solution is for both Affirm and Experian to start reporting only accurate information regarding this loan while permanently removing all inaccuracies on my credit report. Otherwise, legal action will be taking against both companies holding them accountable for there negligence for providing false information that affected my credit score causing it to drop. My credit is viewed when I apply for a personal loan, a car, a house, applying for apartment etc. If lenders see false information on my credit from affirm that will stop me from getting approved for a loan. Why I say that Affirm say my payment history for this loan is exceptional but a lender could say how when the comment on the loan deals with delinquency(meaning failure to pay)? Affirm verification loan shows a $0 balance remaining but affirm reported $34 owed on a paid off loan. As you can clearly see that dont make any sense. How many documentation do I have to keep providing to show both companies are reporting everything incorrectly on my credit? Since Affirm refusing to corporate even though they wrong its Experian job to step in.The credit bureau is suppose to reinvestigate ,modify, update, remove inaccurate or incomplete information off customer credit. But Experian refusing to do their job as well even though they can remove all the inaccurate information off my credit while modifying the correct information. This is highly unacceptable and unprofessional behavior that shouldnt ever be tolerated by either company. The Fair Credit Reporting Act(FCRA) is a federal legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. It was intended to shield consumers from the willful and/or negligent inclusion of erroneous data in their credit reports.

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

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/23/2024

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

  Customer response

  07/23/2024

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

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

  Sincerely,
  
  Zachary S*******

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/18/2024

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

  Customer response

  07/19/2024

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/19/2024

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

  Customer response

  07/19/2024

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/6/24 I tried to purchase plane tickets with American Airlines. While on AA website. I was at the payment screen using Affirm as my payment method. American Airlines page froze and there was an error message. The payment via Affirm was processed but the flight via American Airlines was cancelled or didnt process. I waited to see if American Airlines would refund the money to Affirm since there was no record of the flight or the payment. I contacted Affirm was told to contact American Airlines for several days back and forth. So I disputed the transaction with affirm and 45 days later. Affirm states Im still responsible for a loan of $1581. When I never received plane tickets from American Airlines. American Airlines states they never received payment because the flight was never booked.

  

  Business response

  07/18/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that she the booking associated with her Affirm loan was canceled, but she has not received a refund to date. 
  
  Affirm records indicate that ****************** loan (ID ********** was processed on May 7, 2024 in the amount of $1,581.00. ************** agreed to make 12 monthly installment payments of $149.63 and the loan APR is *****%. Additionally, a down payment was required in the amount of $81.00, which was submitted on May 6, 2024. No payments have been made towards the loan to date. 
  
  ************** contacted Affirm on May 7, 2024 and May 14, 2024 to report that the booking associated with her loan was canceled. ************** was encouraged to submit a merchant dispute claim, which she successfully completed on May 21, 2024. When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation.
  
  On July 1, 2024, the dispute was adjudicated in favor of the merchant as Affirm did not receive substantial evidence to support ****************** claim that her loan is due a refund. As a result of the dispute resolution, ************** was advised that she would remain responsible for the balance of her loan. 
  
  At this time, ************** is encouraged to work directly with the merchant to determine if any refunds are due for her canceled booking. Once a refund is processed by the merchant, it will be applied towards the corresponding Affirm loan within 3-5 business days. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out directly via ****************************************************.

  Customer response

  07/18/2024

   
  Complaint: 21940306
  
  I am rejecting this response because:
  Affirm will not provide me with any information that was submitted to American Airlines when requesting a refund or any identifying information when the payment was processed by American Airlines through Affirm. The Merchant American Airlines states a payment was never processed for my tickets because the tickets were cancelled. 
  Sincerely,
  
  *******************

  

  Business response

  07/22/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal, which involves her concern that she has not received a refund for the booking associated with her Affirm loan. 
  
  As stated in Affirm's initial response, the dispute was adjudicated in favor of the merchant on July 1, 2024, the dispute was adjudicated in favor of the merchant as Affirm did not receive substantial evidence to support ****************** claim that her loan is due a refund. As a result of the dispute resolution, ************** was advised that she would remain responsible for the balance of her loan.
  
  ************** is encouraged to work directly with the merchant to determine if any refunds are due for her canceled booking. Once a refund is processed by the merchant, it will be applied towards the corresponding Affirm loan within 3-5 business days. 
  
  Please note that Affirm simply manages the financing of purchases. Order fulfillment and any returns/refunds are subject to the merchant's policies. Affirm's dispute process ultimately relies on the nature of these policies. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer response

  07/22/2024

   
  Complaint: 21940306
  
  I am rejecting this response because:
  Affirms response is not helpful to resolving the issue.

  American airlines will not give me any documents because there is none to provide because no airline tickets were purchased.
  Sincerely,
  
  *******************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/12/2024

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  07/16/2024

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

  Customer response

  07/16/2024

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

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/12/2024

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

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/16/2024

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

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

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

*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. ↩