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:04/04/2025

  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 received two emails telling me charges to my account for two purchases from affirm directly from stores I have never even heard of. I called affirm immediately and disputed, and was told it was still "processing" but that they would flag it and investigate. Within 48 hours they said it was a valid debt which is impossible. I do not feel this was properly reviewed. I want these debts removed.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding being found responsible for repayment of two loans that he claims were not created by him.
  
  Affirm records indicate that Mr. ******** ******************** loan 1HEX-RI1E processed on March 28, 2025 in the amount of $640.00 with 0.00% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 3 monthly payments of $213.33 on the 28th of each month.
  
  Affirm records indicate that Mr. ******** ******* ******* loan CRCL-VOMS processed on March 31, 2025 in the amount of $765.00 with 0.00% APR. The agreed-upon repayment terms were for 6 monthly payments of $60.00 on the 30th of each month. This loan required a down payment of $405.00 which was paid on 3/27/2025 and then subsequently these funds were reversed from Affirm when a chargeback, that is currently pending, was filed with Mr. ******** bank. 
  
  Mr. ******* called Affirm on March 28, 2025 to report that loans 1HEX-RI1E and CRCL-VOMS were not authorized by him. Mr. ******** account was flagged for unauthorized activity and the issue was escalated to Affirms Account Safety team for further review. 
  
  Mr. ******* opened a billing statement dispute for his loan 1HEX-RI1E claiming unauthorized activity on March 31, 2025. Affirm closed Mr. ******** dispute and sent him an email advising that his request required investigation by Affirms Account Safety team and was currently under review. 
  
  Affirms Account Safety team contacted Mr. ******* via email on April 3, 2025 to inform him that it was determined after a comprehensive investigation that he remained responsible for repayment of loans 1HEX-RI1E and CRCL-VOMS. Mr. ******* was advised to submit a webform affidavit to request a new review if he had supporting evidence that would help Affirm make a different decision. 
  
  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. Please know that Affirm takes these claims very seriously and appreciates Mr. ******** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and great care is taken in protecting consumer information.
  
  Mr. ******* opened another billing statement dispute for his loan 1HEX-RI1E and a dispute for loan ********* claiming unauthorized activity on April 4, 2025. Affirm closed Mr. ******** disputes and sent him an email advising that his request required review by Affirms Account Safety team and he was again encouraged to submit a webform affidavit so that a new investigation could be opened. 
  
  If Mr. ******* believes that these loans were unauthorized and has further supporting evidence or information to provide, he is encouraged to contact Affirm directly to enable a new comprehensive investigation to be completed with the benefit of his input and information. To do so, Mr. ******* can complete the form on Affirms *********** at ************************************************************************************;
  
  Affirm apologizes for the 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 ****************************************************.
  
  

• Initial Complaint

  Date:04/03/2025

  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.

  Affirm is claiming that I have an account with their company. I have never opened an account and the information I gave them does not match the information I have. They are stating that I am responsible for the loan. I have never opened up an account with them and I need to fight this because they say that if the account goes into default that it will be report to the credit bureaus. They dont have all of my information and I find it strange that they would allow someone to open up an account in someone elses name by using a phone number and an email address.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which states his concern regarding being found responsible for repayment of loans that he claims were not created by him.
  
  Affirm records indicate that Mr. ********** ********************** loan WSHK-X4RE processed on February 18, 2025 in the amount of $346.55 with *****% Annual Percentage Rate (APR). The agreed-upon repayment terms were for 12 monthly payments of $31.74 on the 18th of each month.
  
  Affirm records indicate that Mr. ********** DICK'S Sporting Goods loan SLS0-NCDJ processed on January 28, 2025 in the amount of $315.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $29.01 on the 28th of each month.
  
  Affirm records indicate that Mr. ********** Figs loan D2DX-HM1X processed on December 24, 2024 in the amount of $202.58 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $18.76 on the 24th of each month.
  
  Affirm records indicate that Mr. ********** ***** loan ISNQ-061Y processed on January 21, 2025 in the amount of $114.71 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $10.34 on the 21st of each month.
  
  Affirm records indicate that Mr. ********** L'OR loan LNBW-1SW0 processed on January 27, 2025 in the amount of $1,274.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $125.65 on the 27th of each month.
  
  Affirm records indicate that Mr. ********** ***** loan 9UM4-Y0QK processed on January 28, 2025 in the amount of $136.73 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $12.56 on the 28th of each month.
  
  Affirm records indicate that Mr. ********** ******* loan D4AU-JY5Q processed on February 28, 2025 in the amount of $163.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $16.07 on the 28th of each month.
  
  Affirm records indicate that Mr. ********** Amazon loan 9QAH-NB9X processed on February 6, 2025 in the amount of $58.71 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $10.31 on the 6th of each month.
  
  Affirm records indicate that Mr. ********** ***** loan K4OW-1646 processed on February 26, 2025 in the amount of $173.37 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $16.13 on the 26th of each month.
  
  Affirm records indicate that Mr. ********** LKCL-N5F2 loan LKCL-N5F2 processed on December 23, 2024 in the amount of $185.86 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $17.32 on the 23rd of each month.
  
  Mr. ********* submitted an unauthorized loan claim affidavit to Affirm on March 24, 2025 and indicated that he had never created an account with **********************. Mr. ********** account was not able to be located per the phone number and email address provided and Affirm sent an email to the address provided in Mr. ********** affidavit requesting additional information. Mr. ********* responded and indicated that he had been trying to create an account with ********************** but received a message stating that he already had an account. ********************** sent Mr. ********* an additional email requesting that he call in for further assistance. 
  
  Mr. ********* called Affirm on March 26, 2025 regarding his claim of unauthorized activity and the issue was escalated to Affirms Account Safety team for further review. Affirm contacted Mr. ********* via email again on April 3, 2025 to inform him that it was determined after a comprehensive investigation that he remained responsible for repayment of the loans on his account. Mr. ********* was advised to submit a webform affidavit to request a new review if he had supporting evidence that would help Affirm make a different decision. Mr. ********* responded to request assistance locating the webform affidavit and was sent a link to the form via email.
  
  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. Please know that Affirm takes these claims very seriously and appreciates Mr. ********** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and great care is taken in protecting consumer information.
  
  Mr. ********* submitted another unauthorized loan claim affidavit to Affirm on April 7, 2025 but his account could again not be located per the information provided. Affirm requested further information via email and Mr. ********* responded with his contact information. Mr. ********** account was located and his issue was escalated for further review on April 8, 2025. 
  
  Affirm sent Mr. ********* emails on April 8, 2025, April 9, 2025, and April 10, 2025 advising that his affidavit could not be located and encouraging him to resubmit. Affirm apologizes that Mr. ********** previous webform submissions were not located at the time of these reviews. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  Note that ********************** has received Mr. ********** claim of unauthorized activity involving his account and on April 15, 2025 actions were taken to pause credit reporting on his loans while his claim is investigated. At this time, Affirm has escalated a case on Mr. ********** behalf to the Account Safety Team and he can expect a response within 30 days.
  
  Affirm apologizes for the frustration caused by this matter and appreciates Mr. ********** patience.
  
  In the event that Mr. ********* has any further questions or would like information on any other loans associated with his account, ********************** encourages him to reach out via ****************************************************.
  

• Initial Complaint

  Date:04/03/2025

  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.

  Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.

  

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which states his concern regarding the credit reporting of his Affirm loan. 
  
  Affirm records indicate that Mr. ********** Amazon loan Y8I7-U1GA was processed on April 11, 2022 in the amount of $200.24 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $16.55 on the 11th of each month. The payment originally due on May 11, 2022 was never satisfied. 
  
  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of our third-party collections partners. As a result, this loan was charged off on September 9, 2022 and is currently being serviced by **********. If Mr. ********* wishes to make a payment, he will need to contact ********** directly at **************.
  
  On February 2, 2025, Affirm received a dispute from ******** stating that Mr. ********* had reported the loan as fraudulent as a result of identity theft. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans.
  
  Affirms investigation determined that Mr. ********* remains responsible for repayment of this loan and, therefore, the credit reporting is currently accurate. 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. 
  
  If Mr. ********* believes this loan was unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, Mr. ********* can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at *****************************************************************************************;
  
  Affirm has attached a copy of Mr. ********** Truth-in-Lending Agreement, which bears his electronic signature, to this response. This agreement serves as validation of Mr. ********** responsibility to repay these loans. Pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  In the event that Mr. ********* has any further questions, we encourage him to reach out to Affirm via ****************************************************************;
  
  

• Initial Complaint

  Date:04/03/2025

  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.

  on March 21, 2025 I ordered a tablet and recliner from ******. ****** sent the refund back to Affirm. Affirm never took the loan from ****-V87A from my account it stating I owe $452.54. payment due April 21 for $25.14. I received only the tablet. Affirm made the changes on loan QCL8-4Y5Q for the amount of $83.13 and -$465.11 Interest $4.12 and New bill $83.13. That is for tablet. Affirm still hasn't take ****-V87A old loan paperwork, I spoke with a representative and he said I only owe $83.13. I said the other loan for $452.54 is still on my account and never removed. He said he would be removed. It still showing on my account and I never received the recliner and showed them paper from ******. What I can tell they didn't remove ****-V87A and wanting me to pay for recliner which the seller never delivered. I am asking for the old loan to be removed and why they made a new loan QCL8-4Y5Q for $83.13. The old loan ****-V87A still on my account and never removed but they are charging for a product never received and made a new loan from this bank. I request that ****-V87A removed from my account and taken out from payments (18). There is a discrepancy and a new loan filed from Affirm. This is wrong. I did speak to a representative from Affirm and he assured that this was going to be removed but examine it that paperwork is wrong and Affirm has two loans on the same items (recliner never shipped and tablet that I received). I am requesting that ****-V87A to be removed from my account. It is a scam it Affirm expects a person to pay for nothing but trying to get money from someone. I did say I will pay the $83.13. that was for the tablet but for loan ****-V87A.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which states her concern regarding a refund for an item that was never received. 
  
  Affirm records indicate that Ms. ********** Amazon loan QCL8-4Y5Q was processed on March 12, 2025 in the amount of $465.11 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $33.47 on the 12th of each month. This loan is associated with Amazon order numbers 113-2759896-7685028 and 113-4831700-6450622. A partial refund in the amount of $386.10 was applied to the loan on March 20, 2025. 
  
  Amazon Loan NH0N-V87A was processed on March 21, 2025 in the amount of $349.37 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $25.14 on the 21st of each month. This loan is associated with Amazon order number 113-2302397-0506660. 
  
  Between March 26, 2025 and April 8, 2025, Ms. ********* contacted Affirm several times and requested information regarding a $386.10 refund that was processed by ****** for a recliner that was never received. Ms. ********* insisted that the refund was intended for loan NH0N-V87A. The evidence provided by Ms. ********* showed that the refund was associated with Amazon order number 113-4831700-6450622 which corresponds to loan QCL8-4Y5Q. On March 26, 2025, March 27, 2025 and April 8, 2025, Affirm explained to Ms. ********* that the $386.10 refund was successfully applied to loan QCL8-4Y5Q on March 20, 2025 and that loan NH0N-V87A was processed for a separate Amazon purchase. 
  
  When a merchant issues a partial refund that is less than the purchase balance, the refund amount is first deducted from the loans remaining balance. Depending on the remaining payment schedule, there may be fewer payments due or a lower final payment.  After a payment of $33.47 made by Ms. ********* on April 12, 2025, loan QCL8-4Y5Q has a remaining balance of $49.66. 
  
  Loan NH0N-V87A has not received any refunds from Amazon for order number 113-2302397-0506660. If Ms. ********* believes a refund is due to this loan, she is encouraged to proceed with disputing this loan by following the steps outlined in the Affirm *********** 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. 
  
  In the event that Ms. ********* has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:04/03/2025

  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 calleI called on April 3 at 8:00AM to report that I was unemployed due to government layoffs. This was the worst phone call Ive ever made. The supervisor could not communicate or understand English well, which was extremely frustrating. I want to pay off my loans with a credit card, but they refused to accept my payments. It seems they prefer that I default on the loan. Although their website states that payments can be made and only requires a monthly payment, I was told otherwise. This is misinformation and false advertising.

  

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed the complaint, which states her frustration that credit cards are not an acceptable method of payment.
  
  Affirm's records indicate that loan ID D3WW-8CDL was processed on March 19, 2025, for a purchase with the merchant, Amazon, in the amount of $80.53. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $14.62 due on the 19th of each month. No payments have been made towards the loan.
  
  Affirm's records also indicate that loan ID GIDX-FTZ4 was processed on February 18, 2025, for a purchase with the merchant, ******, in the amount of $107.79. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $10.73 due on the 18th of each month. A payment of $10.73 was made on March 18, 2025.
  
  Affirm's records also indicate that loan ID VPDG-LCYP was processed on February 10, 2025, for a purchase with the merchant, ******, in the amount of $54.07. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $19.03 due on the 10th of each month. A payment of $19.03 was made on March 10, 2025. There was 1 failed payment on April 3, 2025. The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 2 payments of $19.03 on the 10th of each month starting on May 10, 2025.
  
  Affirm's records also indicate that Virtual Card loan ID ********* was processed on December 5, 2024, for a purchase with the merchant, ***************** in the amount of $305.52. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $28.08 due on the 5th of each month. Ms. ******* paid the downpayment of $26.01 on December 3, 2024, which brought the residual balance to $279.51. Aside from the downpayment, 4 payments totalling to $112.32 have been made towards the loan between January 5, 2025 and April 1, 2025. There was 1 failed payment on April 3, 2025. The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 7 payments of $28.08, and 1 payment of ***** on the 5th of each month starting on June 5, 2025.
  
  Affirm's records also indicate that loan ID I20M-X6XB was processed on November 20, 2024, for a purchase with the merchant, Amazon, in the amount of $147.13. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $14.59 due on the 20th of each month. 4 payments totalling to $58.36 have been made towards the loan between December 20, 2024 and March 20, 2025.  The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 7 payments of $14.59, and 1 payment of ***** on the 20th of each month starting on May 20, 2025.
  
  Affirm's records also indicate that loan ID ********* was processed on October 11, 2024, for a purchase with the merchant, ******** in the amount of $156.29. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $11.17 due on the 11th of each month. 5 payments totaling to $55.85 have been made towards the loan between November 9, 2024 and March 11, 2025.  The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 12 payments of $11.17, and 1 payment of ***** on the 11th of each month starting on May 11, 2025.
  
  Affirm's records also indicate that loan ID Y6HN-Y1PM was processed on September 30, 2024, for a purchase with the merchant, ******** in the amount of $210.20. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $20.85 due on the 30th of each month. 6 payments totaling to $125.10 have been made towards the loan between October 30, 2024 and March 28, 2025.  The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 5 payments of $20.85, and 1 payment of 20.5 on the 28th of each month starting on May 28, 2025.
  
  Affirm's records also indicate that loan ID ********* was processed on September 19, 2024, for a purchase with the merchant, ******** in the amount of $144.72. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $14.35 due on the 19th of each month. 6 payments totaling to $86.10 have been made towards the loan between October 19, 2024 and March 19, 2025.  The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 5 payments of $14.35, and 1 payment of ***** on the 19th of each month starting on May 19, 2025.
  
  Affirm's records also indicate that loan ID ********* was processed on July 17, 2024, for a purchase with the merchant, AmericanAirlines, in the amount of $210.48. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $20.90 due on the 17th of each month. 8 payments totaling to $167.20 have been made towards the loan between August 17, 2024 and March 17, 2025.  The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 3 payments of $20.90, and 1 payment of ***** on the 17th of each month starting on May 17, 2025.
  
  Affirm's records also indicate that loan ID ********* was processed on May 23, 2024, for a purchase with the merchant, ******, in the amount of $268.42. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $18.70 due on the 23rd of each month. 10 payments totaling to $187.00 have been made towards the loan between June 23, 2024 and March 23, 2025. The loan received a payment deferral on April 3, 2025 and the new payment schedule requires 8 payments of $18.70 on the 17th of each month starting on May 23, 2025.
  
  On April 3, 2025, Ms. ******* reached out by chat to advise that she was planning on paying with a different method and asked how to turn off AutoPay. The chat ended, and Ms. ******* called Affirm and stated that due to her recent job loss, she could only make payments using her credit card. She was informed by the customer service agent that ********************** does not accept credit card payments. Ms. ******* mentioned that she had seen information on the Affirm website indicating that credit card payments were an available option.
  
  Similar to paying off a credit card, mortgage, or other types of loans with other lenders, Affirm does not accept credit cards to pay off most loans. However, certain product offerings do include the ability to pay by credit card. If a customer was offered the option to add a credit card when accessing their account online, they can use a credit card to pay their installments for that particular loan. More information about payment options may be found here:
  
  *****************************************************************
  
  Ms. ******* then requested to escalate the call to a supervisor, who offered to apply for loan deferrals on any applicable loans in Ms. ******* account. A part of the process was to ask questions that may or may not be applicable to Ms. ******* situation, however, were mandatory in proceeding with the application. After getting verbal acknowledgement from Ms. ******** the customer service supervisor was able to confirm that the following 8 loans were successfully deferred as detailed above - **************** (SJ30-BEC6), ***************** (KGR9-3HNH), ******* (Y6HN-Y1PM), ****** (VPDG-LCYP), ****** (Q969-8HKF), ****** (I20M-X6XB), ******* (UI4N-K2KS), and Wayfair (6AUQ-N2SC).
  
  Affirm understands that some situations come up that may be out of our customers' control. Ms. ******* will not be charged late fees, but late payments may impact her ability to take out future loans with Affirm. If her payment is 30 or more days overdue, some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. Affirm would like to encourage Ms. ******* to make payments as soon as she is able to. More information may be found in the following link:
  
  ********************************************************************************
  
  In addition, Ms. ******* can visit the following *********** page for further information on how to manage her AutoPay settings:
  
  ******************************************************************
  
  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 to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23155758
  
  I am rejecting this response because:
  you did not address any of my concerns that I put in here. Affirm affirm is refusing my payment method which will make me go into default which I would be disputing because I am offering to pay and you are refusing my payment. I should be able to pay off my loan per your website. It says that I can pay it off so you read the policy
  
  ******* *******

• Initial Complaint

  Date:04/03/2025

  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.

  Called Affirm because I see they will be charging me an annual fee in November. **************** *** said he doesnt have authority to unlink my account, and then he hung up on me. I dont have shop pay. I dont need it but it interrupts the checkout process all the time. I went to their website and put in my email so I could get to the delete my account form. I received a message that account was deleted in the website but I did not get a confirmation email or text, nor was I able to forward the confirmation. White Mountain Puzzles said they would never charge an annual fee so it would be Affirm that has to remove it from my *********** credit card future auto pay.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding a charge to her card.
  
  After review Affirm was not able to locate a loan with the information that was provided in the BBB complaint that belongs to Ms. ******* Affirm takes the security of accounts very seriously and we kindly ask the account holder contact Affirm directly at *************** We are available 7 days a week from 7am-10pm CT.
  
  In the event that Ms. ****** has any further questions, we encourage her to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:04/03/2025

  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 bought through ****** and paid via Affirm, loan was completely paid off October of 2024 meaning I owed Affirm nothing on item. ****** sent full refund to Affirm March 20, 2025 due to faulty product. They made 2 small refunds of $15 & $16 meaning they still owe me $79.85. They told me their deadline to pay me was 10 business days which was April 2, 2025, now they are saying for the 4th time they are escalating it to some department I cannot contact, they say they now have 30 days but that they don't have a deadline. I want my refund it wasn't theirs to take and I've seen where many have gone through this and the BBB have been their saving ******

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding a delayed refund. 
  
  Affirm is unable to locate an account under ****************** name. Affirm encourages the account holder to reach out to Affirm directly for any account-specific information.
  
  Affirm apologizes for any frustration caused by this matter and appreciates ****************** understanding. 
  
  In the event that Ms. ****** ****** has any further questions, Affirm encourages her to reach out via ****************************************************.
  

• Initial Complaint

  Date:04/03/2025

  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 am filing a complaint against Affirm regarding their failure to provide IRS Form 1099-C for a debt listed as a charge-off on my credit report. The accounts in question (account numbers ******** and ********* are reported to all three major credit bureaus (Experian, **********, and Equifax) as charge-offs. According to *** guidelines, when a creditor charges off and cancels a debt of $600 or more, they are required to issue Form 1099-C to the debtor.Despite this legal obligation, Affirm has failed to provide the required tax forms. I believe Affirm claimed this debt as a tax-deductible loss while continuing to report that I still owe a balancethis is misleading, unethical, and potentially fraudulent. This account is reflected as charged off, and I have made multiple direct requests for the 1099-C, which have been ignored.This deliberate failure has negatively impacted my ability to properly file my taxes and resolve this account on my credit report. Credit reporting should be complete and accurate. If a debt is canceled, it must be reflected in both tax and credit reporting. Failure to do so violates the Fair Credit Reporting Act (FCRA), and Affirms behavior shows a clear disregard for federal regulation and consumer rights.If Affirm responds claiming they did not write off the debt, I have attached evidence showing it was reported as a charge-off. If they fail to issue the 1099-C, I will report them to the *** for fraud. I am fully prepared, under the ****, to seek statutory damages if they continue to furnish inaccurate, incomplete, or misleading data.I respectfully request the BBB investigate this matter and require Affirm to issue the 1099-C or immediately correct the inaccurate reporting. Consumers deserve transparency, accountability, and lawful treatment.

  

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states her request for 1099-C documents for two charged off loans.
  
  Affirm's records also indicate that loan ID 7DLA-TNIB was processed on September 26, 2022, for a purchase with the merchant, Ring, in the amount of $466.36. This loan has terms of 0.00% Annual Percentage Rate (APR) and 6 monthly payments of $77.73 due on the 26th of each month. 4 payments totaling to $388.65 have been made towards the loan between November 23, 2022 and February 23, 2023.  The March 26, 2023 due date became 120 days overdue, and the loan charged off on July 25, 2023.
  
  Affirm's records indicate that loan ID ********* was processed on September 17, 2021, for a purchase with the merchant, Peloton, in the amount of $1,673.38. This loan has terms of 0.00% Annual Percentage Rate (APR) and 39 monthly payments of $42.91 due on the 17th of each month. 13 payments totaling to $901.11 have been made towards the loan between November 14, 2021 and April 13, 2023. The April 17, 2023 due date became 120 days overdue, and the loan charged off on August 16, 2023.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. They wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If their payment is 30 or more days overdue, some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Between June 6, 2023, June 8, 2023, and June 28, 2023, Ms. ***** submitted disputes for loan 7DLA-**** to ********, additionally advising that a **** complaint has been filed. These disputes were denied on June 6, 2023, June 8, 2023, and July 7, 2023 as Affirm confirmed that the credit reporting was accurate. 
  
  On April 5, 2025, Ms. ***** reached out to Affirm to request for 1099-C forms for the two charged off loans. On April 7, 2025, Affirm replied via email to advise that the loans remain due as originally agreed. To clarify, Ms. ****** debt has not been canceled and she remains responsible for repayment of the loans as outlined in the Truth in Lending Agreement. Affirm is under no obligation to provide a 1099-C.
  
  Pursuant to Section 17 - 'Credit Reports and Monitoring.' of the Loan Agreement, Ms. ***** expressly agreed that Affirm may report information about her loans to the credit bureaus. Late payments, missed payments or other defaults on these loans may be reflected in her credit report and may impact her credit score (e.g. FICO score). Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Ms. ******* request to remove credit reporting for loans Q8Z5-82DO and 7DLA-TNIB.
  
  If Ms. ***** wishes to make a payment over the phone on either loan, she can call Affirm at ************** between the hours of 8 AM to 11 PM EST, seven days a week. Once the balances are paid in full, the loans will reflect as paid. However, the history of charged off status will remain.
  
  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 ****************************************************.

• Initial Complaint

  Date:04/02/2025

  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 am not liable for this debt with **********. I do not have a contract with **********. I have NO knowledge of this account. This is a fraudalent account on my credit report.

  

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to respond to Jork Lorios BBB complaint. Affirm has reviewed this complaint, which states their concern regarding the responsibility and credit reporting of Affirm loans 9FHF-Q22K and V2R8-3SC9. 

  Affirm records indicate that Jorks Amazon loan 9FHF-Q22K was processed on December 15, 2023 in the amount of $83.54 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $15.42 on the 15th of each month. The payment originally due on January 15, 2024 was never satisfied. 

  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of our third-party collections partners. As a result, this loan was charged off on May 15, 2024 and is currently being serviced by January. If Jork wishes to make a payment, they will need to contact January directly at **************. 

  Jorks additional Amazon loan V2R8-3SC9 was processed on December 15, 2023 in the amount of $176.54 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $15.07 on the 15th of each month. The payment originally due on January 15, 2024 was never satisfied.

  This loan was charged off on May 15, 2024 and is currently being serviced by *******. If Jork wishes to make a payment, he will need to contact MRS *** directly at **************.

  On February 28, 2025 and April 4, 2025, Affirm received disputes from ******** stating that Jork had reported the loans as fraudulent as a result of identity theft. Affirm's investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. 

  Affirms investigation determined that Jork remains responsible for repayment of these loans and therefore the credit reporting is currently accurate. 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. 

  If Jork believes that these loans were unauthorized, they are encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of their input and information. To do so, Jork can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at *****************************************************************************************;

  Affirm has attached copies of Jorks Truth-in-Lending Agreements, which bear their electronic signature, to this response. These agreements serve as validation of Jorks responsibility to repay these loans. 
  
  In the event that Jork has any further questions, we encourage them to reach out to Affirm via **********************************************************;

• Initial Complaint

  Date:04/02/2025

  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 have had multiple payment plans through Affirm over the past few years with no issues. No late payments, no adjustments, no extensions. Suddenly I am required to verify my identity through a third party app and it refused to verify me.After I contact Affirm through the link on their web site for this EXACT circumstance (someone with previous loans who now cannot be verified), the ** *** just tells me "Sorry, our app couldn't verify you, too bad. We can't help you, even if you apply again, it won't be accepted."So why does the link exist if you aren't even going to attempt a resolution?

  

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding a recent issue with verifying his identity for loan applications.

  Affirm records indicate that Mr. ****** applied for an Affirm loan three times on March 31, 2025 but the applications were declined due to an issue identifying Mr. ******* identity. On March 31, 2025, Mr. ****** contacted Affirm through a webform regarding the failed application attempts. Affirm responded to Mr. ****** on April 2, 2025 advising that the loan applications were denied as Affirm was unable to verify his identity and that an alternative payment method would be required for the purchase. Affirm apologizes that the issue was not escalated to the appropriate team for further review. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  On April 16, 2025, Affirms Account Safety Team reviewed Mr. ******* account and verified his identity. An update was sent to Mr. ****** on the same day that he is welcome to submit another application for a loan. 

  Upon application, each loan is considered separately, and aside from identity verification, other factors are also considered to determine creditworthiness. Some of these factors include credit score, debt to income ratio, the loan amount requested, and more. Since each loan is considered separately, approval isn't guaranteed, and the terms are still subject to credit check and approval.
  
  In the event that Mr. ****** has any further questions, we encourage him to reach out to Affirm via ****************************************************.