ComplaintsforAffirm.com

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/20/24 I attempted to purchase airline tickets on justfly.com. I used Affirm for the payment method. It showed that I was approved for $836.77 (which was $699.39 for the tickets and $137.78 for interest). I was to pay $69.73 every month for 12 months.I paid $36.81 on 6/20/24. After completing the purchase, I received the email from Affirm stating my loan was processing, then I received an email from justfly.com stating, Unfortunately there was an error when trying to process your credit card. This is a time-sensitive matter and failure to respond may result in a complete cancelation of your booking. In order to issue your tickets and confirm your booking, please update your form of payment or add a new payment method. After I received this email I called Affirm to ask why was there was an outstanding balance. Affirm told me the merchant and the airline process their fees at different times and told me to call justfly to get the issue resolved that the issue wasnt on Affirms end. I called justfly and they said it was an issue with Affirm and that Affirm didnt process the full amount. Justfly did say the same thing about the merchant and airline fees being taken separately, but she also said thats why the card should have been left on file. Justfly told me to call Affirm back to see if I could get the card info (or have it added back) so the remaining amount could be processed. I called Affirm back and was then told it was an error on their part. I was told to have Justfly cancel the order (b/c affirm had an issue with off putting the loan). Justfly was going to charge me $25 to cancel, so they told me to get a digital card from Affirm to cover the $25. I called Affirm back and the person who I spoke with told me he was off putting the loan, and I should rebook, but the loan still hasnt been canceled. This was supposed to be resolved by 6/26/24, but has yet to be resolved. I just need the loan cancelled and my $36.81 refunded.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Savares Kings BBB complaint which states that a loan was requested but JustFly could not process the loan. 
  
  Affirm's records indicate that loan 1E9B-H8EC was processed on June 24, 2024, for a purchase with the merchant, JustFly in the amount of $736.20. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $69.73 due on the 24th of each month.
  
  *********************** originally contacted Affirm on June 20, 2024, to explain that the order was not able to be processed with the merchant and the loan needed to be canceled. Affirm advised that the loan was still in merchant processing which means the loan was approved but the merchant had not processed the order yet. *********************** was asked to send in evidence of the order not being placed. 
  
  After review Affirm was able to advise that on June 27, 2024, the loan was showing a pending amount being processed by the merchant and while this was occurring the loan could not be canceled. The loan currently reflects how it is processed. The next payment shows it is due on July 24, 2024, for $69.73.
  
  Affirm has requested that a merchant dispute request be opened as of July 12, 2024. We have included the evidence provided within the BBB complaint and attached it to this request If he has anything further that will assist in the claim, we kindly ask him to send it to *************************************** and reference case number 30014820. 
  
  As soon as our Resolutions Team has reviewed, we will be in direct contact with him on next steps. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, they are still responsible for repayment. 
  
  In the event that they have any further questions, Affirm encourages them to reach out to Affirm via ******************************************************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'd like to preface this complaint by stating that I have 10 completed past payments with Affirm which include 1 dispute. I have NEVER missed a payment and sometimes paid my balances off before the end date.I filed a dispute with Affirm on June 1st 2024 and my first payment was not due until June 13th, so naturally I did not make the payment because payments are paused after you submit a dispute and this is what I have done in the past. The dispute itself was not officially opened until July 7th. I logged into my account and noticed that my payment was overdue. I called affirm immediately and let them know that this is wrong because I have a dispute open and even offered to make the payment although my purchase was in dispute status. The rep let me know that I could not make the payment because of the dispute and advised me to just wait until the dispute is resolved. I agreed but I logged into my account today and noticed that my second payment is overdue. This is ridiculous. Why is my second payment overdue when again I was told that I cannot make a payment and my purchase is under review?? I am also not able to make any additional purchases because my account is "overdue"I am more so upset because I have excellent credit and I do not need this reporting to any credit bureaus. The miscommunication has been very annoying to deal with and the dispute is taking forever to resolve. MY ACCOUNT SHOULD NOT BE OVERDUE I would like for this to be rectified immediately.

  Customer response

  07/02/2024

  My full name is *******************

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concerns with the status of her disputed Affirm loan. 
  
  Affirms records indicate that loan U8UJ-LJWO was processed for $203.75 on May 29, 2024, for a purchase with GOAT. The repayment terms of the loan were 4 bi-weekly installments of $50.94 at an APR of 0%. 
  
  On June 1, 2024, ************** initiated a dispute for the purchase via Affirms ************ On June 7, 2024, Affirm sent ************** an email confirming the receipt of her dispute evidence and noting that a dispute had been opened. This communication also advised that the processing of the dispute could take up to 60 days. 
  
  Please also note that while a loan is in dispute, any outstanding or overdue payments will appear as overdue in your Affirm account; however, these loans are reported as in dispute to Experian if the Affirm loan includes credit furnishing. As a result, during the disputes duration, outstanding payments are not reported negatively. Affirm would like to note that loan U8UJ-LJWO is an Affirm product offering that does not include credit furnishing. As such, ************** will not see an impact to her credit reporting as a result of the dispute. Affirm would like to apologize to ************** as this information was not properly explained to her when contacting Affirm by phone. 
  
  Additionally, Affirm would like to note that while a merchant dispute is in progress, customers will not be eligible to obtain additional financing through Affirm. 
  
  On July 8, 2024, Affirm sent ************** a secure message within her Affirm account confirming that the dispute had reached a resolution in her favor. On the same day loan U8UJ-LJWO was issued a full refund amount of $203.75. ************** can confirm this by logging into her Affirm account. 
  
  
  Affirm would like to thank ************** for her continued patience throughout this dispute process. In the event that ************** has any further questions, we encourage you to reach out to Affirm via ****************************************************.
  
   

  Customer response

  07/13/2024

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged $226 to my bank from a company called Affirm.com. I disputed it with my bank as I did not incur these charges. However Affirm states that I did and they have reversed the decision. I did not authorize any transactions with this company.

  

  Business response

  07/12/2024

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Affirm **** I do not have a contract with Affirm **** they did not provide me with the original contract as I requested.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with the credit reporting of an Affirm loan. 
  
  Affirms records indicate that the personal information included in ******************** BBB complaint does not correspond with the Affirm account in question. In this instance, for the safety and security of the account, ********************** is unable to divulge account specific information. 
  
  Affirm is able to provide general credit reporting information. Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. 
  
  Affirm apologizes for any inconvenience or frustration caused by this. At this time, Affirm encourages ****************** to contact Affirm directly by calling ************, so that our team can assist with her concerns. ****************** can also contact Affirm by emailing ***************************************. 
  
  In the event that Ms. ************* has any further questions, we encourage her to reach out to Affirm via **********************************************************.
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a ********** order (2 toilets and a shower), using an Affirm loan, on 6/16. Because the purchase amount was more than the loan and my $441 personal payment, part of the order (shower) was cancelled. I picked up one toilet and returned the other during the same transaction, making the total purchase amount $172.54. Affirm will not refund my portion because ********** owes them $.01, and until they get the $.01, they cannot refund my money. They are holding my refund for $.01 and won't do anything to retrieve it from **********.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to **************************-Greens BBB complaint which states her concern with not receiving a refund for $0.01 from Home Depot. 
  
  Affirm's records indicate that loan 7Y5B-UTVW was processed on June 20, 2024, for a purchase with an Affirm Virtual Card labeled, *************** in the amount of $1,141.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $70.32 due on the 20th of each month.
  
  Affirm received contact from her on June 21, 2024, about part of the order being canceled and she does not owe the same amount. The Affirm agent advised that the loan did not reflect any refunds yet and once processed by the merchant the refunds would reflect within 3-5 business days. 
  
  On July 3, 2024, a partial refund of $968.45 was processed to the loan. A refund of $268.45 was then processed to her original form of payment, leaving $0.01. Please note that the $0.01 was refunded on July 10, 2024. We apologize for any inconvenience this may have caused. 
  
  The total paid amount to this loan shows $172.54, and the loan is now considered settled with no further payments due. 
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 24,2024, I unknowingly use Guest Reservations to book a room in *********. I found out later after booking that Guest Reservations is not the ************* I wanted to use. Affirm had a payment plan available on the website, so I accepted it, the total was $1,228.26- A down payment of $718.26 from me and $510.00 + interest financed from Affirm. So, I called my bank and explained my situation about Guest Reservations, they credited me $718.26 and would complete an investigation.My concern was that I would not receive my refund from Guest Reservations. I then contacted Guest Reservations directly and they cancelled the reservation and sent a refund $1,228.26 to Affirm on 30 May 2024. I received a letter from ***** stating they would take the $718.26 credit from me because the investigation found no wrongdoing from-Affirm and not Guest Reservations (the company I had concerns about). The bank treated the investigation as a dispute about services rendered (Affirm is a lender) and Affirm (the wrong company in question) provided info about the transaction and the Bank accepted it. I then called Affirm about my refund and they say that there was Chargeback pending, and I would have to talk to my bank.If I received the refund from Guest Reservations, how does Affirm think they can take my refund? I made three phone calls, one Rep said I would get a refund through check because they only have one chance, next call says ********** was pending, 3rd call says the Bank has my money and she closed my case.The bank said they had one chance for the dispute and that I should try to get my money through another avenue from Affirm. I feel cheated and I am the one without $718.26 which I really need.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concerns with receiving her refund. 
  
  Affirms records indicate that loan VTFQ-M0LN was processed for $1,228.26 on May 28, 2024, for a purchase with Guest Reservations. The repayment terms of the loan were 3 installments of $180.30 at an APR of *****% with payment due on the 28th of each month. The loan required a down payment amount of $718.26 that was submitted on May 24, 2024. 
  
  On May 30, 2024, the loan was issued a full refund amount of $1,228.26. Typically, at this point the down payment amount of $$718.26 would have been refunded back to ************** original payment method. However, Affirms records do show that a chargeback had been filed against the down payment. 
  
  On July 6, 2024, the chargeback dispute was resolved in Affirms favor. While the dispute was resolved in Affirms favor, ************ is still due a refund for the down payment amount of $718.26. Affirm would like to sincerely apologize to ************ for the messages sent to her asking that she work with her bank to recoup the funds. 
  
  At this time, Affirm has initiated the process to refund ************** down payment via check as they refund attempt to her original payment method failed. In this instance Affirm must issue the refund via check. ************ can expect to receive updates on the status of her refund check via secure message within her Affirm account as they become available. 
  
  Affirm would like to thank ************ for her continued patience in this matter. In the event that ************ has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Have an active loan with affirm, I have numerous to be clear and I always pay off on time/ahead of time of my loans. However for one item, that is for a pair of sneakers from **** I have a loan with and **** will not fufill my order due to account issues I have sent this information to affirm a month ago as apart of a dispute. Because of this affirm has put a "pause on my loan" however when I logged in to make payments I got a notification of an "overdue payment" I didnt mind to make the payment but when I tried too it wouldnt let me. I reached out to customer service but they were no help, I'm just worried of affirm making a negative impact to my credit. I don't mind paying off the loan but due to affirms terms they have disabled this, however their system should match what is going on with their protocol instead it is not and also not understanding why its taking more than a month to clear up this dispute

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ******************** BBB complaint which states his concern with not receiving a refund from ****. 
  
  Affirm's records indicate that loan FHZJ-FN1M was processed on March 11, 2024, for a purchase with the merchant, **** in the amount of $165.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $16.58 due on the 11th of each month.
  
  On April 8, 2024, he contacted Affirm through our *********** and explained that he had called the merchant but there was no answer. Affirm opened a dispute on April 9, 2024. On April 10, 2024, Affirm asked him for more evidence. He did not respond to Affirms request and on April 23, 2024, he was advised that we had closed the dispute in the merchants favor due to not receiving substantial evidence. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, he is still responsible for repayment. 
  
  Additionally, the loan is not a furnished loan and has not been reported to the credit bureaus. 
  
  In the event that he has any further questions, Affirm encourages him to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an online purchase and affirm handled the down payment of $1425.00. I canceled the service and was not refunded my deposit. After 30 days of calling affirm and getting the run around I disputed the charge with my bank ************ The investigation was closed and was told that Affirm was going to issue my refund and they ( ************ has closed the charge back and affirm was clear to issue a refund. The original request was on 4/23 and as of 6/28 I still do not have my refund and affirm says they are processing it and investigating. on 6/28 I spoke to ******** at affirm and he said he is going to escalate it again to try to help me get my deposit back.

  

  Business response

  07/03/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which state her concerns with loan PPRE-9UHT.
  
  Affirms records indicate that loan PPRE-9UHT was applied for on April 05, 2024 in the amount of $2,170.84 for a purchase with Expedia with a *****% APR to be paid over 18 monthly installments of $155.13. 
  
  On April 08, 2024, she reached out about cancelling the loan. The ************* team found that ****************** had filed a chargeback on the downpayment which is still currently pending.
  
  While reviewing the loan, the loan has since been voided and ****************** is no longer responsible for the loan or repayment. At this time, ****************** will have to reach out to her financial institution regarding the chargeback filed on her end as Affirm does not have access or insight into her financial institution.
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************

  Customer response

  07/04/2024

   
  Complaint: 21916652
  
  I am rejecting this response because: This information is not accurate, if they check their notes and numerous calls by me ( 30 +) the charge back was cancelled by *********** returned the funds to them. See Screen shot  attached from *********** that was given to them on June 6th. The now have my deposit and have had it for months ( cancelled in April). Further more, their deceptive practice is to continue to lie to the BBB. Please see attached email that was sent to me showing they in fact admitted they had my money and due to a "system error" they are now returning my money Only after getting the BBB involved did they actually admit fault and agree they in fact HAD my money. Please see the screen shot of the email dated 6/28. They are sending me a check and said that it could take up to 45 days to get in the mail, why are they not able to send it back to original form of payment? This is just another poor business practice to be deceptive to the customer and hold my money for another 45 days. This case should remain open and Affirm held accountable until I receive my money. The public should also know how they do business.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint which state her concerns with a charge back for loan PPRE-9UHT.
  
  Affirms records indicate that loan PPRE-9UHT was applied for on April 05, 2024, in the amount of $2,170.84 for a purchase with Expedia with a *****% APR to be paid over 18 monthly installments of $155.13.
  
  On April 08, 2024, she reached out about canceling the loan. The ************* team found that ****************** had filed a chargeback on the down payment which is still currently pending.
  
  While reviewing the loan, further Affirm has located more details on the charge back of her down payment and found that she is due a refund of the $1,425.50 in the form of a check. This check will be mailed to the address on file, and she can expect to receive it within 30 days however these checks can arrive sooner. 
  
  We apologize for any inconvenience this may have caused. 
  
  In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have finally received the money owed back to me. To be clear no customer should have to call 30 times, email ************************************ this  process consistently false information even after finding they DID owe me a refund. I hope AFFIRM does better in the future.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to submit a formal complaint against AFFIRM *** due to an unauthorized account appearing on my credit report. Despite my proactive efforts to rectify this matter directly with AFFIRM ***, the disputed account continues to be listed on my report.Details of the Unauthorized Account:Creditor Name: AFFIRM *** Opened Date: 05/22/2023 Account Number: ******** High Credit: $180.00 I have never initiated, applied for, nor authorized any account with ********************** ***. The existence of this account is adversely affecting my credit score and overall financial standing. I have diligently contacted AFFIRM *** to dispute this account and have provided all required documentation to affirm my claim that this account is the result of identity theft. Despite these efforts, the account remains unrectified on my credit report.I request the intervention of the Better Business Bureau to help ensure the removal of this unauthorized account from my credit report. It is imperative that AFFIRM *** takes immediate corrective action to amend this error and prevent any further unauthorized accounts from being associated with my name.Thank you for your assistance in addressing this critical issue.

  

  Business response

  07/10/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed ******************** complaint, which states his concern regarding the unauthorized loan being reported on his credit. 
  
  
  Affirm records indicate that Mr. ******** HappyLaulea loan E5XS-G22E processed on May 22, 2023 in the amount of $180.00 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $33.23 on the 22nd of each month. 
  
  
  The payment originally made on August 22, 2023 was not satisfied until October 12, 2023, making it more than 30 days overdue. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. 
  
  
  Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as Mr. ******** Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  
  If ****************** believes that 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, ****************** 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 ******************************************************************************
  
  
  At this time, Affirm has escalated a case on ******************** behalf to the Account Safety Team and he can expect a response within 30 days.
  
  
  Until Affirm is able to determine whether or not this loan was unauthorized, the delinquent reporting will not be removed from Mr. ******** credit report. Should Affirms Account Safety team determine that ****************** did not authorize this loan, the credit reporting will be updated. 
  
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room through Affirm using Expedia, Affirm has set up two different loans for the same room on the same date. The loans were made at two different times. I have the only booking for the date I stayed on the Expedia account. They are making me pay for two loans on the same room and date.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the refund for her loan. 
  
  
  Affirm records indicate that Ms. ******** EXPEDIA loan JWHN-YVZD processed on April 29, 2024 in the amount of $92.79 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $17.06 on the 29th of each month. 
  
  
  On May 29, 2024, ****************** called in to Affirm and stated that she had previously booked a trip through Booking.com but canceled this booking in order to make a reservation through EXPEDIA, instead. On June 8, 2024, ****************** followed up again and stated that she was being charged twice for her EXPEDIA booking when she only had a singular active reservation. 
  
  
  Affirm opened an official dispute for loan JWHN-YVZD on June 11, 2024. When an official dispute is opened, Affirm gives both the customer and the merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review all of the submitted documents. 
  
  
  ****************** did not provide enough substantial evidence to support her claim. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. As a result, Affirm resolved the dispute in favor of the merchant on June 27, 2024. ****************** received a follow up email from Affirm outlining this decision. 
  
  
  After an additional review of Ms. ******** case, Affirm has decided to reverse the original decision and issue ****************** a refund for loan JWHN-YVZD. This refund was processed on July 11, 2024, which ****************** can confirm by logging into her account. Any payments that ****************** made toward this loan have been refunded back to her original payment method. Affirm asks that she allow 3-5 business days for the funds to appear in her bank account. 
  
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

*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. ↩