Complaints

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

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  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

• 

  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:03/17/2025

  Type:Service or Repair 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 made an order with a company called Deer Run and used an affirm payment plan. My order was canceled and I was not receiving my refund in a timely manner so I disputed the charge. Affirm took two months to get back to me and informed me they couldnt open the attachment so I resent the emails as screenshot files. I then received a message saying they resolved it in favor of the company who wouldnt give me a refund because they couldnt open the attachments. I find it absolutely ridiculous that I sent the attachments two different ways and they remain unable to open the attachments. They even specifically requested screenshots, which is what I provided and they couldnt open them. What kind of customer protection is it when they repeatedly dont have the technology or knowledge to open the evidence submitted.

  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed the complaint which states that she has not received a refund for a cancelled order.
  
  Affirms records indicate that loan QQEM-BC1N was processed for $372.12 on January 1, 2025, for a purchase with *******. The agreed upon repayment terms were 4 biweekly installments of $93.03 at an Annual Percentage Rate (APR) of 0% with payments starting on the January 15, 2025. Affirm received one payment towards this loan for an amount of $93.03 on January 16, 2025 which as on April 1, 2025 is pending chargeback. The loan received a refund adjustment of $372.12 on March 22, 2025. No refund is due back to Ms. *********** method of payment as the payment made is pending chargeback.
  
  Ms. ********* reached out to Affirm over webform to understand when they would be receiving their refund on January 13, 2025. She was advised to follow up with the merchant as Affirm is merely a financing partner and all refunds are subject to merchant policies. On January 16, 2025, Ms. ********* created a 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.
  
  On March 13, 2025 Affirm requested additional evidence from Ms. ********* as the evidence submitted by her was not in a format acceptable by us. We received only 1 attachment which was in electronic mail format (.eml). Affirm requests all evidence be submitted in a PDF format or in form of screenshots. Ms. ********* did not respond to our request until after the dispute was adjudicated on March 17, 2025. Since we did not have actionable evidence the dispute was adjudicated merchant favor.
  
  The loan however, received a full refund on March 22, 2025. No further payments are required towards this loan. Since her payment is pending chargeback, Affirm cannot comment on the outcome of the process. However, if the chargeback is ruled in Affirm's favor the amount would be automatically refunded once the process is completed. In such an eventuality we request her to allow up to 10 business days for the amount to completely reflect back into her account once initiated. If the chargeback is ruled in Ms. *********** favor no refund would be initiated back to her method of payment.
  
  Affirm appreciates Ms. *********** patience while we responded to her complaint. In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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.

  Ordered a product from Tymo using affirm for payment.Returned product within the 30 days window to Tymo [after numerous issues with email and delays on their end] I ship product with tracking They receive and process, I have emails that they are refunding and have accepted the return. I am told to wait 2 weeks for refund. Contact Affirm who says they have no refund, after multiple communications via email, chat and phone spanning months, I provide multiple email proofs from Tymo to support return acceptance and a refund that Affirm cannot locate. Affirm has denied my dispute twice finding on behalf of the merchant Tymo. I don't have the product, have been denied the refund of $40.50 and they insist I still owe the remaining balance?!?! I am appealing this decision and am requesting assistance from the BBB to rectify.

  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint which states that her dispute was incorrectly adjudicated in the ********'s favor.
  
  Affirms records indicate that loan ELUT-WRTK was processed for $81.00 on November 4, 2024, for a purchase with Tymo Beauty. The agreed upon repayment terms were 4 bi-weekly installments of $20.25 at an Annual Percentage Rate (APR) of 0% with payments starting on November 18, 2024. Between November 19, 2024 and December 3, 2024, Affirm received two payments of $20.25 each. The loan received a refund adjustment of $81.00 on April 1, 2025. Two payments of $20.25 were refunded back to the original method of payment on April 1, 2025.
  
  Ms. ****** created a dispute On December 23, 2024 because she had not received a refund that was promised to her by the ******** towards her loan. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the ******** is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the ********'s policies. Once a dispute has officially been opened, both customers and ********s 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 resolved in the ********'s favor on January 30, 2025.
  
  Ms. ****** created a second ******** dispute on February 12, 2025. Once again the dispute was resolved in the ********'s favor on March 17, 2025.
  
  Pursuant to the complaint the dispute was investigated again. It was concluded that both the disputes were incorrectly adjudicated. The adjudication was reversed on April 1, 2025. The loan has been adjudicated in Ms. ******** favor. Additionally two payments of $20.25 each have been refunded back to the original method of payment. Affirm requests Ms. ****** to allow up to 10 business days for these refunds to completely reflect back into her account
  
  ********************** appreciates Ms. ******** 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 ****************************************************.

  Customer Answer

  Date: 04/01/2025

  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:03/17/2025

  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 **************************** ***** 1QT3Z3PQ - $1,575 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 credit worthiness.

  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to respond to Ms. ********** BBB rebuttal. Affirm has reviewed Ms. ********** rebuttal, where she alleges inaccurate information on her credit report. Ms. ******** requested documentation to verify the accuracy of her file and demanded removal if documentation was not provided.
  
  Affirm records indicate that Ms. ********** 1StopBedrooms loan (ID ********** was processed on March 2, 2022, for $2,859.93. Ms. ******** agreed to 24 monthly installment payments of $157.52, with an Annual Percentage Rate (APR) of *****%. Between April 1, 2022, and July 14, 2023, Affirm received payments totaling $2,205.28. Affirm received no further payments, and loan ID ********* was charged off on October 1, 2023.
  
  On July 23, 2023, Ms. ******** raised a credit reporting dispute regarding this loan. Upon receiving the request, Affirm initiated an investigation. Based on the investigation, the reported data was found to be accurate. The disputes were closed, and responses were communicated via the web portal, as the reported information was found to be accurate. 
  
  Similar credit reporting disputes were raised on July 26, 2023, August 22, 2023, April 2, 2024, September 2, 2024, October 18, 2024, January 9, 2025, and February 8, 2025. Affirm conducted separate investigations for each dispute, communicated the individual outcomes. All claims were denied as the reported information was accurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed in Affirms Terms of Use and Privacy Policy, as well as ****************** Agreement, which she consented to and approved when she obtained Affirms loan. More information on Affirm's Terms of Service can be found here: *******************************************;  
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Ms. ******** wont incur any late fees, but late payments may impact her ability to take out future loans with Affirm. If Ms. ********* 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 her loan to third-party collection partners. Once a loan has been charged off, the charge-off status is irreversible.   
  
  At this time, Affirm will have to respectfully decline the request to correct her credit report, as loan ID ********* was reported accurately. Truth in Lending and Loan Verification documents for the mentioned loan are attached for reference.
  
  In the event Ms. ******** has any further questions or concerns, please contact Affirm through: **************************************************** or by calling ************. Affirm customer care representatives are available to take calls between 7:00 a.m. and 10:00 p.m. Central Time, seven days a week.
  
  

• Initial Complaint

  Date:03/17/2025

  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.

  Back in December 2024I went to make a purchase and realized that my card had been suspended. They've put in a case to find out why my card had been suspended. And I have yet to hear anything. Today is now March 17th, and I went to place another order, and it says that my card is still suspended. When I reach out to the company affirm, they tell me that they are not sure why my card is suspended and that give it 3 to 5 business days and someone when we reach out to me, it has been 2 months and no one has reached out to me and I have no idea if there is. Fraudulent activity on my card. Or what is going on. But it's ridiculous that no one can tell me, or no 1 has researched why my card has been suspended.

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her concern regarding her Affirm Card account being suspended for a review of unauthorized activity.
  
  Per Affirm records, Ms. ***** Affirm Card account was suspended by Affirms Account Safety team on January 15, 2025. Ms. **** was sent an email by Affirm informing her that suspicious activity had been identified on a transaction and that her account had been suspended for her security. In this communication, Ms. **** was encouraged to submit a webform to Affirm so that further steps could be taken to verify her identity and remove the suspension from her account.
  
  Ms. **** called Affirm on January 15, *********************************************************************************************************************************** **** was advised that her account would be escalated for further review.
  
  On February 16, 2025, Affirm sent a Secure Message to Ms. **** and she was again encouraged to submit a webform so that further steps could be taken to verify her identity and remove the suspension from her account.
  
  Ms. **** called Affirm again on March 17, ********************************************************************* **** was again advised that her account had been escalated for further review.
  
  On March 18, 2025, Affirm emailed Ms. **** a link to securely provide documentation needed in order to verify her identity and remove the suspension from her Affirm Card account. Ms. **** was advised in this communication that the link was single-use and would expire if not completed within 3 days.
  
  Ms. **** called Affirm again on March 21, 2025 and advised that she felt uncomfortable submitting the documentation required by Affirm to verify her identity. Ms. **** was advised that due to suspicious activity having previously been identified on the account, this step was required to move forward with removing the security suspension from her account. The secure identity verification link previously sent to Ms. **** on March 18, 2025 expired on March 21, 2025 without being completed.
  
  On March 31, 2025, Affirm emailed Ms. **** a new link to securely provide documentation needed in order to verify her identity and remove the suspension from her Affirm Card account. Note that this link is single-use and will expire if not completed within 3 days. Note additionally that it may take up to 7 business days for Ms. ***** submission to be reviewed by Affirms Account Safety team once received.
  
  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 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: 04/01/2025

  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:03/17/2025

  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 **************************** ***** FELX5OFB - $339.00 AFFIRM ***** PQ3NQPBJ - $427.00 AFFIRM ***** 5869HPPY - $365.00 AFFIRM ***** M30CK61R - $370.00 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 credit worthiness.

  

  Business Response

  Date: 04/01/2025

  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.
  
  According to Affirm records, four Affirm loans are currently reported to Experian in Ms. ******* name, loan IDs: PQ3N-QPBJ, *********, FELX-5OFB, and M30C-K61R.
  
  Affirm records indicate that Ms. ******* *********** loan PQ3N-QPBJ processed on November 28, 2022 in the amount of $384.07 with *****% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 12 monthly payments of $37.44 on the 28th of each month. The payment due on December 28, 2022 was not satisfied for over 120 days and the loan was charged off to Affirms collections partner January on April 28, 2023 with a remaining balance of $427.39. Ms. ****** may contact January to make payments on loan PQ3N-QPBJ by calling **************.
  
  Affirm records indicate that Ms. ******* *********** loan 5869-HPPY processed on December 5, 2022 in the amount of $328.15 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $31.99 on the 5th of each month. The payment due on January 5, 2023 was not satisfied for over 120 days and the loan was charged off to Affirms collections partner True Accord on May 6, 2023 with a remaining balance of $365.28. Ms. ****** may contact **** Accord to make payments on loan 5869-HPPY by calling **************.
  
  Affirm records indicate that Ms. ******* *********** loan FELX-5OFB processed on December 9, 2022 in the amount of $301.49 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $29.39 on the 9th of each month. The payment due on January 9, 2023 was not satisfied for over 120 days and the loan was charged off to Affirms collections partner True Accord on May 10, 2023 with a remaining balance of $339.20. Ms. ****** may contact **** Accord to make payments on loan FELX-5OFB by calling **************.
  
  Affirm records indicate that Ms. ******* *********** loan M30C-K61R processed on December 20, 2022 in the amount of $329.24 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $32.10 on the 20th of each month. The payment due on January 20, 2023 was not satisfied for over 120 days and the loan was charged off to Affirms collections partner MRS *** on May 21, 2023. Ms. ****** may contact MRS *** to make payments on loan M30C-K61R by calling **************. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Affirm does not charge any late fees, but late payments may impact customers ability to take out future loans with Affirm. If payments are 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 a loan to Affirms third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Ms. ****** submitted webforms to Affirm claiming unauthorized activity on her account on December 13, 2022, December 14, 2022, and June 1, 2023. Affirm contacted Ms. ****** via email on June 1, 2023 to inform her that it was determined after a comprehensive investigation that she remained responsible for repayment of loans PQ3N-QPBJ, 5869-HPPY, FELX-5OFB, and M30C-K61R. Ms. ****** was advised that credit reporting would resume on her loans and that her claim would only be re-addressed if new substantial evidence was provided.
  
  Note that Affirm's investigation evaluated all information provided in the origination of the claim as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized loan claim affidavit. Please know that Affirm takes these claims very 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.
  
  Ms. ****** disputed the accuracy of credit reporting associated with her loans PQ3N-QPBJ and FELX-5OFB via Experian directly on August 3, 2023 and August 5, 2023. Affirm investigated each of these disputes to confirm that the loans were reported accurately.
  
  Affirm verified the accuracy of credit reporting for Ms. ******* loans PQ3N-QPBJ, 5869-HPPY, FELX-5OFB, and M30C-K61R on March 31, 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.
  
  Please be aware that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau. 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 ****************************************************.
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23074981
  
  I am rejecting this response because:
  This is not true
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal. Affirm has reviewed the rebuttal, which states that she does not agree with Affirms response.
  
  Affirm understands that Ms. ****** may not agree with the response provided regarding her complaint. At Affirm, all complaints are taken seriously and our responses are based on thorough investigations in accordance with our regulatory guidelines. Affirm carefully reviewed and considered all aspects of Ms. ******* complaint, and the response provided was based on accurate information and was intended to resolve the root cause of the complaint.
  
  As mentioned in the previous response, Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ******** request to remove credit reporting for loans PQ3N-QPBJ, 5869-HPPY, FELX-5OFB, and M30C-K61R.
  
  As requested in the initial complaint, we are also including copies of Ms. ******* Truth in Lending Agreements for the loans above. In the event that Ms. ****** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal. Affirm has reviewed the rebuttal, which states that she does not agree with Affirms response.
  
  Affirm understands that Ms. ****** may not agree with the response provided regarding her complaint. At Affirm, all complaints are taken seriously and our responses are based on thorough investigations in accordance with our regulatory guidelines. Affirm carefully reviewed and considered all aspects of Ms. ******* complaint, and the response provided was based on accurate information and was intended to resolve the root cause of the complaint.
  
  As mentioned in the previous response, Affirm has a regulatory obligation to furnish accurate loan and repayment information to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ******** request to remove credit reporting for loans PQ3N-QPBJ, 5869-HPPY, FELX-5OFB, and M30C-K61R.
  
  As requested in the initial complaint, we are also including copies of Ms. ******* Truth in Lending Agreements for the loans above. In the event that Ms. ****** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23074981
  
  I am rejecting this response because:
  reporting an address that I have never lived at or used. I believe this account may have been opened in error or may not belong to me.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/16/2025

  Type:Product 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.

  On two occasions in December, 2024 I placed orders with Affirm that were immediately returned to two vendors; "Milk Makeup" and "Comfrt." The two vendors paid Affirm back and Affirm then immediately refunded 1/2 to my original form of payment (for each transaction). The second 1/2 owed to me, Affirm is insisting they do this by paper check and that they mailed out in January, 2025. I've been checking the **** emails that track my incoming mail since the return was initiated back in December and there has never once been a letter in the mail coming from Affirm. I've called numerous times and keep getting "escalated" with no further resolution. A promise to hear back in 3-5 days and it's been 3 months. I feel that Affirm is corrupt and counting on people to give up on their refunds. My total refund is only $243, ($120, and $123). There should be no reason this can't be processed immediately back to my original form of payment. They are intentionally stealing and it's not right no matter how little the money. Owed $120.37 for loan SNJR-YXHK Owed $122.95 for loan CMUL-HKM5

  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding refunds she has been expecting since December, but has not yet received.
  

  Affirm records indicate that Ms. ******** Milk Makeup loan CMUL-HKM5, processed on November 3, 2024 in the amount of $163.94  with 0.00% APR. The agreed-upon repayment terms were for 3 biweekly payments of $40.98. Ms. ******* had a down payment of $40.99 and her first payment was due November 18, 2024. 
  

  Affirm records indicate that Ms. ******** Comfrt loan, SNJR-YXHK, processed on October 10, 2024 in the amount of $240.74  with 0.00% APR. The agreed-upon repayment terms were for 3 biweekly payments of $60.18. Ms. ******* had a down payment of $60.19 and her first payment was due November 4, 2024
  

  For her Milk Makeup loan, CMUL-HKM5, Ms. ******* made a down payment of $40.99 on November 1, 2024 and a payment of $122.95 on November 13, 2024. Affirm received a refund from the merchant on November 21, 2024 for the full loan amount of $163.94. Affirm refunded $40.99 successfully to the original payment method on November 21, 2024, but the refund of $122.95 was declined. On December 10, 2024, Affirm mailed a check of $122.95 to the address on Ms. ******** account.
  

  For her Comfrt loan, SNJR-YXHK, Ms. ******* made a down payment of $60.19 on October 17, 2024, a payment of $60.18 on October 29, 2024 and a payment of $120.37 on November 13, 2024. Affirm received a refund from the merchant on December 17, 2024 for the full loan amount of $240.74. Affirm refunded the payments of $60.18 and $60.19 to Ms. ******** original payment method on December 17, 2024 successfully. Affirm attempted to refund the payment of $120.37 to the **** ending in *5306, but this refund was declined. On January 6, 2025, Affirm mailed a check of $120.37 to the address on Ms. ******* account. 
  

  On January 13, 2025, Ms. ******* informed Affirm that she has not received either refund check. Ms. ******* contacted Affirm several times between January 13, 2025 and March 2, 2025. Affirm would like to sincerely apologize for the delay in response. 
  

  Upon receipt of this complaint, Affirm contacted Ms. ******* directly to inform her that the checks remained outstanding in Affirms system. Ms. ******* was asked to confirm her address so that new refund checks could be issued. Ms. ******* confirmed her address on March 27, 2025. She can expect to receive the new refund checks within 14 business days. 
  

  In the event that Ms. ******* has any further questions, we encourage her to reach out to Affirm via **************************************************** .

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23072676
  
  I am rejecting this response because: they have my bank account information and should be direct depositing my delayed refunds that have been missing since January, 2025. There is no reason to keep attempting ***** days of waiting to see if they cut a check and snail mail it. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal. Affirm has reviewed the rebuttal, which states her request to deposit the delayed refund checks directly to her bank account.
  
  Whenever customers get a refund, ********************** refunds the money back to the original payment method. Affirm attempted to do so for $122.95 on Ms. ******** loan CMUL-HKM5 on November 21, 2024 and $120.37 on her loan SNJR-YXHK on December 17, 2024. However, Affirms payment processor was unable to process these back to the original payment method of a **** ending in *5036. Due to this, the only option to refund Ms. ******* was to send checks.
  
  For more information, please visit the following *********** article: 
  
  ***************************************************************
  
  On March 31, 2025, Affirm has voided the previous checks that were sent to Ms. ******** old address and have processed replacement checks to be sent to the confirmed mailing address. Ms. ******* should be expecting the checks within two weeks. 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: 04/04/2025

   
  Complaint: 23072676
  
  I am rejecting this response because: Affirm is lying. Why did the first half of each return go back on the original form of payment just fine but the other half got rejected? And why did they split the payments in the first place? 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/16/2025

  Type:Product 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 would like to formally address a fraudulent transaction on my Affirm account, which I noticed on March 3, 2025. I received an email confirming a loan for a purchase made on ****** in the amount of $323.24, plus a $9.49 finance charge, totaling $332.73. I did not authorize this transaction. Upon discovering the unauthorized charge, I immediately reported it on the same day via the Affirm app. I was contacted by a service representative, who assured me that my complaint would be investigated. However, despite multiple attempts to follow upvia phone calls and online chatsover the next several days, I received minimal communication. On March 13, 2025, I received an email informing me that my dispute was denied. The next day, on March 14, 2025, I received a final denial of my complaint. I want to emphasize that I promptly reported this fraudulent activity and have serious concerns regarding the security of my Affirm account. I believe there is a possibility that my personal account information was compromised, which led to this unauthorized transaction. I also verified my Amazon order history and confirmed that no such purchase of $323.24, plus a finance charge, was made under my ****** account on March 3, 2025. I am requesting a thorough review of this matter and a reevaluation of my complaint. Your prompt attention to resolving this issue would be greatly appreciated.I am formally requesting the removal of the loan associated with the unauthorized transaction on my Affirm account, which I reported on March 3, 2025. This charge from ****** of $323.24 plus a $9.49 finance fee, totaling $332.73, was not authorized by me.Additionally, during my call with a service representative on March 13, 2025, I requested that my account be closed or locked to prevent any future unauthorized transactions. I kindly ask that this request be processed promptly for my security and peace of mind.

  

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint, which expresses Mr. ****** concern regarding a loan he reported as unauthorized to Affirm, but remains responsible for.
  

  Affirms records indicate that Mr. ****** Amazon loan, AR83-TGNT,  was processed on March 3, 2025 in the amount of $323.24 with 9.99% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 6 monthly payments of $55.46 due on the 3rd of each month beginning April 3, 2025. 
  

  Mr. ***** submitted a webform to Affirm on March 3, 2025 to report he did not recognize the transaction for loan AR83-TGNT and believed the loan to be fraudulent. On March 13, 2025, Affirm sent an email to Mr. ***** to advise him that after investigation, he remains responsible for repayment on his loan. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes thorough review of account details and history, as well as any information provided in the unauthorized statement.
  

  Mr. ***** applied for loan AR83-TGNT on November 3, 2024. This loan was used for Amazon order 111-5977027-0962642. ****** loans have unique processing times that differ from other Affirm products. Unlike most Buy with Affirm loans that process once the first item in an order has shipped, ****** loans will delay processing until the last item in an order is shipped. Although Mr. ***** applied for the loan on November 3, 2024 with Affirm, it was processed March 3, 2025 due to this policy.
  

  If Mr. ***** wishes to close his Affirm account, he will first need to meet all of the eligibility requirements listed on Affirms *********** at ***********************************************************************;
  

  At this time, Affirms decision regarding the unauthorized loan remains final unless new evidence is submitted. In the event that Mr. ***** has any further questions or concerns, we encourage him to reach out directly via email.
  
  

  
  

• Initial Complaint

  Date:03/16/2025

  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.

  I recently received an email from a collections agency called Indebted, stating that they are contacting me on behalf of Affirm regarding an overdue loan balance of $1,496.90. However, I have never applied for a loan with Affirm, nor have I ever used their services or even heard of them prior to receiving this email. While reviewing my emails, I searched for "Affirm" and discovered multiple emails confirming purchases and automated payment sign-*** that I never authorized. Additionally, the payment methods listed in these emails do not belong to me. One of them is a Mastercard, which I have never owned.This incident is particularly concerning because I experienced identity fraud through my ****** account last year, where an unauthorized ***** purchase was made in my name. The fraudulent Affirm transactions also appear to be linked to ***** purchases, suggesting a possible connection between these two incidents. I can provide proof of the ****** fraud case if needed.I noticed that in the loan agreement with Affirm, my name is misspelled, which raises further questions about the legitimacy of this claim.Given that this appears to be a clear case of identity theft, I request:A full investigation into this fraudulent loan.Immediate removal of this account from my name.Confirmation that this debt will not impact my credit score.Please advise on the next steps to resolve this matter as soon as possible.Thank you for your time.Sincerely,**** *******

  

  Business Response

  Date: 03/28/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed the complaint which states that she has an unauthorized account with ********************** under her name.
  
  Affirms records indicate that loan FLTV-H81I was processed for $1449.00 on September 21, 2024, for a purchase with Apple Online Store. The agreed upon repayment terms were 24 installments of $65.52 at an Annual Percentage Rate (APR) of 7.98% with payment due on the 21st of each month. No payments have been made towards this loan. The loan did not receive payments for 120 days and because of this was charged off. 
  
  Ms. ******* contacted Affirm over webform on March 16, 2025 to inform us that the account and the loan on it with Affirm were not authorized by her. An investigation was initiated on March 18, 2025 which concluded in recognizing that the loan and the account were unauthorized. The loan and the account are marked as unauthorized and cannot be used to create new loans. Ms. ******* is not responsible for payments on this loan. The loan is not furnished and hence will not be reported to credit reporting agencies.
  
  Affirm appreciates Ms. ********* 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:03/15/2025

  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.

  When checking out my credit report, recently, I discovered some inaccuracies of late payments on 2 Affirm accounts in which I have always maintained on-time payments for. All of the consumer reporting agencies are supposed to uphold the highest standards when it comes to accurately and properly reporting consumer information and so I am requesting this be looked into. I have never missed a payment on the following 2 accounts that I'll upload documents for. Nor have I ever received physical mail, an email, or a phone call from this agency suggesting that I had missed any payments. According to 15 U.S. Code 1681 e section b Accuracy of Report, the information detailed on a consumers report from the consumer reporting agency should follow procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates. There is no accuracy as it relates to the different reporting bureaus for these accounts from **********************. Also, 15 USC 6802 B and C states the consumer must be given the opportunity before any personal information is disclosed to direct that such information not be disclosed and that the consumer be given an explanation about how they can exercise that right. Neither option was explicitly presented to me. I appreciate your time looking into this matter for me making the proper adjustments. Note: (For clarity) I didn't know I'd have to file these separately since they're for the same company. So'll copy and paste the above information as it sufficiently details what happened for both Affirm accounts.

  

  Business Response

  Date: 03/28/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding the accuracy of Affirms credit reporting of his loans.
  
  Affirm records indicate that *************************** loan 61KV-T0X8 processed on June 27, 2024 in the amount of $399.95 with *****% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 6 monthly payments of $73.53 on the 27th of each month.
  
  Affirm records indicate that *************************** loan RIW6-DGSB processed on July 25, 2024 in the amount of $443.95 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $35.68 on the 25th of each month.
  
  Affirm verified the accuracy of credit reporting for Mr. ****** loans 61KV-T0X8 and RIW6-DGSB on March 28, 2025 and advised him of the investigations outcome via Secure Message. Affirm also provided Mr. ****** with Truth in Lending Agreement and Loan Verification documentation for his loans.
  
  Per Affirms review of loan 61KV-T0X8, the payment due October 27, 2024 was not satisfied for over 120 days and the loan was charged off to Affirms collections partner MRS *** on February 25, 2025 with a remaining balance of $220.60. Mr. ****** may contact MRS *** at ************** to make payments on this loan.
  
  Per Affirms review of loan RIW6-DGSB, the payments due on October 25, 2024 and November 25, 2024 were not satisfied until a $75.00 payment was made on February 1, 2025 when the loan was over 90 days overdue. The payment due December 25, 2024 was not satisfied and the loan is currently 90 days overdue again with a remaining balance of $281.77.
  
  Please be aware that Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau. This information is available on Affirm's Terms of Service, which Mr. ****** agreed to at loan creation. As result, Affirm will have to respectfully deny Mr. ****** request to remove any late payments from his credit report.
  
  In the event that Mr. ****** has any further questions, Affirm encourages him to reach out via ****************************************************.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair 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.

  Good day Affirm! I am humbly reaching out to discuss my account that was charged off on 02/15/25 in the amount of $1901.47. I am informed that this charged off account is being handled by **********. Per TrueAccord, a discounted settlement offer is at the discretion of the creditor (Affirm). I would like to please ask for the consideration if this account can be settled for $300 payable in 5 months --- and these terms are relayed to TrueAccord. I am facing hardship as I have experienced an abrupt increase in healthcare expenses. Financial obligations have been tough because I am a disabled retiree on fixed income. I do want to fulfill this obligation without additional hardship. Prior to this, it can be observed within my affirm account that I have always paid on time for my loans that have been fulfilled --- at times even paying earlier than expected. I hope this can be taken into consideration. Thank you for your time in assisting.

  

  Business Response

  Date: 03/28/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed Mr. ****** complaint, which states his concern regarding payment options. 
  
  Affirm records indicate that Mr. ****** Flighthub loan YUPX-GU2X processed on October ******* in the amount of $2965.95 with a *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $158.46 on the 17th of each month with a down payment of $444.90
  
  Mr. ***** contacted Affirm on November 22, 2024 seeking alternate payment options for his loan. The Affirm ************* agent advised Mr. ***** that he did not qualify for any additional loan relief assistance. Mr. ****** loan charged off to third party collections on February 15,2025.
  
  Upon charge-off, Affirm placed the loans with one of Affirm's third-party collection partners, True Accord, for continued management. At this time, Mr. ***** will need to contact True Accord at ************ to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  In the event that Mr. ***** has any further questions, we encourage them to reach out to Affirm via ****************************************************