Complaints

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

close

Find a Location

Affirm.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Affirm.com

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

  
• 

  Affirm Canada Holdings Ltd.

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

• 

  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:05/20/2024

  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.

  Company is illegally reporting **** payment as 30 days late and *** is not even over. I also made **** payment on May 19th and creditor is REFUSING to to update accurate and honest information.Also April 3rds payment was made on May 3 at 9:17pm which is within 30 days and NOT late. Company is illegally and INTENTIONALLY reporting inaccurate information. I have disputed twice and they have no intention on resolving information correctly. Please help

  

  Business Response

  Date: 06/05/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with the credit reporting of Affirm loan LIV3-4KKV.
  
  Affirms records indicate that virtual card loan LIV3-4KKV was processed on January 3, 2024. The agreed upon repayment terms of the loan are 12 installments of $93.63 at an APR of *****% with payment due on the 3rd of each month. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent.
  
  ************** contacted Affirm by phone on May 16, 2024, where she inquired about the credit reporting for the loan. On May 20, 2024, a follow up message was sent to ************** advising that the loan was reported as late because the payment due on April 3, 2024, was 30 days overdue. Affirm apologized for any confusion or frustration caused by this message. Moving forward, this Affirm agent will receive coaching to ensure they are able to adequately support Affirm customers. 
  
  Please note, ********************** 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. Affirms review of the reporting for loan LIV3-4KKV did locate an inaccuracy in the reporting. As such, Affirm has removed the loan from reporting. Affirm asks that ************** allow 3-5 days for this update to reflect on her end. 
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via email. 

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan ID: ********* I recently imitated a loan for a purchase that was approximately $90. I paid off the total within the first week of opening the loan. After returning two out of the three items, Amazon refunded the account for $74.18. I applied the $74.18 refund to this loan on our around May 8, 2024. It has been more than 10 business days since then; the amount has yet to appear on my checking account connected with the Affirm Card.In a side issue, any recent transactions made using my Affirm card are not visible on my recent statement through the app. The customer service team keeps treating the issue as something they have no comprehension of, fueling the confusion. I wish to have this issue corrected and I am likely going to close my Affirm account in total.

  Customer Answer

  Date: 05/29/2024

  I am reporting that I believe that I am not owed a refund to my connected checking account, as I had originally thought. Upon closer inspection of my Affirm Card account, I see that the $74 refund from Amazon for a seperate order was applied to a newer Amazon purchase. I was already refunded the difference between these two. 
  
  My account is also now showing newest charges, so it looks like thats been rectified as well.
  
  As result of the foregoing, this complaint can be closed, as the related issues have been resolved.
  
  Thanks.
  

  
  

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through Affirm, which was set up for auto-debit over the course of two years. Affirm sets the amount of the payments. For approximately 22 payments, the payment amount was set at $170.72, and each payment was made on time. The last two payments, again, SET BY AFFIRM, were for ****** each. However, for some inexplicable asinine reason, Affirm alleged my account was overdue by ONE CENT. I repeatedly tried to contact someone at Affirm to try to straighten out the issue, and their only solution was for me to make a ONE CENT payment to keep my account current. I asked them to, instead, add the one cent to the last payment. They refused and instead expected me to make a one ***** payment. Instead, I waited into I was closer to the due date for the last payment, and paid my account in full. This payment was made BEFORE my account was 30 days delinquent FOR A *****. Nevertheless, Affirm reported to the credit bureaus that my account was more than 30 days delinquent and this is patently false. I want the information on my credit reports fixed ASAP. If it is not, I ********************************

  

  Business Response

  Date: 06/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves her concern that her Affirm loan is being reported to the credit bureaus inaccurately. 
  
  Affirm records indicate that ****************** Tonal-Telesales loan (ID ********** was processed on April 13, 2022 in the amount of $4,097.27. **************** agreed to make 24 monthly installment payments of $170.72 and the loan APR is 0.0%. **************** paid the loan off in full on April 13, 2024. 
  
  At this time, Affirm is working to investigate the credit reporting associated with ****************** loan to ensure that it is being reported accurately. Once an update can be provided, Affirm will follow up with **************** via Affirms Secure Messaging Portal. **************** can expect to receive a response from Affirm within 3-5 days. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21735659
  
  I am rejecting this response because: as I have previously stated, the payment amount was set by Affirm, and the payments were auto-debited.  Affirm set the last two payment amounts as $170.71 and $170.71.  It is unknown to my WHY they set these last two payments at that amount, but I had nothing to do with it.  Affirm auto-debited the payment and then alleged I was ONE ***** late on my payment.  This is categorically false.  The payment amount of $170.71, SET BY AFFIRM, was auto-debited for that amount.  Nonetheless, Affirm expected me to make a ONE ***** PAYMENT.  Further, I made 22 payments of $170.72 each for a total of $3,755.84 paid.  This left a balance of $341.43.  This amount, when split between the last two payments,would result in a payment of $170.71 and $170.72.  Again, AFFIRM SET THESE PAYMENT AMOUNTS, NOT ME.  AFFIRM AUTO DEBITED THE $170.71 BECAUSE THAT IS WHAT THEY SET FOR THE PAYMENT AMOUNT. 

  I did nothing wrong here.  Nothing.  They reported my account delinquent for one *****.  I will not accept anything less than a correction to my credit report.  And I am NEVER doing business with them again.
  

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

  

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to respond to ****************** BBB complaint rebuttal. Affirm has reviewed ****************** rebuttal, which states her concerns with the credit reporting of Affirm loan 5V28-2XJL. 

  
  As noted in Affirms response to ****************** initial BBB complaint, Affirm was investigating the credit reporting associated with loan 5V28-2XJL. Affirm has since completed the investigation. 
  
  On June 7, 2024, an Affirm Supervisor sent **************** a secure message within her Affirm account to inform her that Affirm had located inaccuracies with the reporting of the loan. The message confirmed that Affirm has taken steps to remove this loan from ****************** credit report. Upon the receipt of this complaint Affirm has confirmed that the loan is no longer being reported.
  
  Affirm would like to apologize to **************** for any frustration caused by this matter and thanks her for her continued patience throughout it. 
  
  In the event that **************** has any further questions, we encourage you to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 06/14/2024

  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

  Date:05/20/2024

  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.

  There was unauthorized purchases made on my Affirm account and I was told on April 29, 2024 that I would receive a refund for the amount that my cards were charged within 30 days via check in the mail. It hasnt been 30 days but nobody will respond to my emails or help me over the phone after they told me that within 3 to 5 business days from the 29th someone would reach out to confirm that the refund was approved and will be sent out. I have emailed and called over 30 times and have gotten zero responses other than the generic copy and paste emails that arent from a real person and are automated responses. There were also other unauthorized loans on My Account that are still being investigated, but five were already approved to be unauthorized, but nobody at the company will reach out or give me any type of update or assistance.

  

  Business Response

  Date: 06/05/2024

  Thank you for the opportunity to respond to ********************** complaint. Affirm has reviewed his complaint, which states his concern regarding unauthorized loans on his account, not being refunded back to him for payments made.  
  
  Affirm records indicate that there are currently 5 loans being reported as charged off with collections on his credit. This includes loan IDs: GGQT-KEDA; *********; and RPFJ-5V6L, originated with ***************** and 12HV-GG7B; and 3Z4J-7ZVT, originated with Celtic Bank.
  
  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. If you make a payment to our collections partner, it will take one business day for it to reflect on his Affirm account. Once the balance is paid in full, the loan will reflect as paid. However, the history of charged off status will remain.
  
  On October 27, 2022, he reached out to report unauthorized activity on his account. *********************** Account Safety team requested that he complete an affidavit to aid their investigation into his claim on April 4, 2023; May 11, 2023; and May 17, 2023. Affirm asks that customers complete an affidavit so that ********************** can collect as much information as possible before concluding. On May 13, 2024, Affirms Account Safety team had erred in his favor on the claim of fraudulent activity. The loans are no longer reported on his credit report. 
  
  On May 7, 2024, you contacted Affirm to inquire about a possible refund to the loans due to the unauthorized activity. We requested that the inquiry be reviewed. He  called again on May 8th, May 12th, May 14th, May 17th, May 20th, and May 22nd, 2024. Within those calls he requested his refunds and had asked for updates. We want to apologize for the delay. 
  
  As of May 23, 2024, Affirm has requested that our Customer Refunds Team review the request for refund to these 5 loans. ********************** received a response from Affirm on May 24, 2024, that the check were going to arrive within 30 days and were provided the following items to expect: 
  
  $53.12 for loan GGQT-KEDA 
  $207.66 for loan 8PQE-T3PP
  $39.19 for loan 12HV-GG7B
  $166.39 for loan 3Z4J-7ZVT
  $157.55 for loan RPFJ-5V6L
  
  He asked on the same day if they were coming separately. Affirm replied to him on May 31, 2024,to advise that all 5 checks would be separately sent and were mailed on May 30, 2024. It can take 5-7 business days for the check to be received. If he does not receive all the checks on or around June 10, 2024, please let affirm know. 
  
  In the event that he has any further questions or concerns, we encourage you to reach out directly via email.
  
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21735473
  
  I am rejecting this response because:

  For the 5 loans that are removed and being refunded, all the information is correct. As of today, 6/5/2024 I havent received the checks in the mail but am aware it could take longer I just wanted to include that. For some reason the loans on my Affirm app still say charged off even though they were all unauthorized and marked on Affirms end as such, on my end they dont say that. 

   

  I had reached out numerous times and was given so many different answers but I genuinely appreciate the agent who was able to help most recently with the updates. 

   

  Also, I had inquired about the other remaining loans on my account and was never contacted back with any information or questions from Affirm regarding the other loans that are still currently on my credit report and on my Affirm account, when will someone reach out to me about those? 

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

  

  Business Response

  Date: 06/11/2024

  Thank you for the opportunity to respond to ********************** BBB rebuttal complaint. Affirm has reviewed his complaint, which states his continued concern regarding unauthorized loans on his account he is waiting on refunds for and loans that are charged off. 
  
  
  On October 27, 2022, he reached out to report unauthorized activity on his account. *********************** Account Safety team requested that he complete an affidavit to aid their investigation into his claim on April 4, 2023; May 11, 2023; and May 17, 2023. Affirm asks that customers complete an affidavit so that ********************** can collect as much information as possible before concluding. On May 13, 2024, Affirms Account Safety team had erred in his favor on the claim of fraudulent activity. The loans are no longer reported on his credit report.
  
  
  On May 7, 2024, he contacted Affirm to inquire about a possible refund to the loans due to the unauthorized activity. We requested that the inquiry be reviewed. He called again on May 8th, May 12th, May 14th, May 17th, May 20th, and May 22nd, 2024. Within those calls he requested his refunds and had asked for updates. We want to apologize for the delay.
  
  
  As of May 23, 2024, Affirm has requested that our Customer Refunds Team review the request for refund to these 5 loans. ********************** received a response from Affirm on May 24, 2024, that the check were going to arrive within 30 days and were provided the following items to expect:
  
  
  $53.12 for loan GGQT-KEDA
  $207.66 for loan 8PQE-T3PP
  $39.19 for loan 12HV-GG7B
  $166.39 for loan 3Z4J-7ZVT
  $157.55 for loan RPFJ-5V6L
  
  
  He asked on the same day if they were coming separately. Affirm replied to him on May 31, 2024,to advise that all 5 checks would be separately sent and were mailed on May 30, 2024. It can take 5-7 business days for the check to be received. If he does not receive all the checks on or around June 10, 2024, please let Affirm know.
  
  
  Affirm records indicate that there are currently 4 loans being reported as charged off with collections on his credit. This includes loan IDs: *********, *********, M5EH-2DC6, and FG90-FKBQ
  
  
  
  
  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. If you make a payment to our collections partner, it will take one business day for it to reflect on his Affirm account. Once the balance is paid in full, the loan will reflect as paid. However, the history of charged off status will remain.
  
  
  Affirm escalated his request to the Affirm Account Safety team on June 11, 2024 to review the above 4 loans that are currently charged off on his credit report. He should have received an email on June 11, 2024, informing him that after investigation we closed the claim in his favor. He is not responsible for the loans any longer. 
  
  
  We have investigated any credit reporting implications as a result of the recently adjudicated unauthorized activity, and have taken steps to ensure that the loans are not inaccurately reflected on his credit report.
  
  
  He can expect to receive the refunds to the loans, individually, within 30 days from today. Affirm will send him the refund checks as soon as they are processed. 
  
  
  In the event that he has any further questions or concerns, we encourage you to reach out directly via email.
  
  

  Customer Answer

  Date: 06/11/2024

  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

  Date:05/20/2024

  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 two purchases with Macys using Affirm. I cancelled these purchases the same say within minutes of purchases. The date was 5/3. Affirm refuses to remove these loans that show still processing. It is now 5/20. Affirm blames the issue on ***** who released funds same day. I have spoken with at least four representatives by phone and chat. Have emailed, have done what I thought was an executive complaint and all I got was generic responses. To give it a few days which is what *** been told each time I spoke with them. They refuse to remove these loans even though they were purchases cancelled within minutes of the loans. Macys has released funds. I have contacted them as well. I need these loans removed. They are not valid and should have been cancelled with Affirm and removed days ago. They refuse. The amounts are ****** and ******.

  

  Business Response

  Date: 06/05/2024

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which involves her concern that two of her Affirm loans have not been canceled after the associated orders were canceled. 
  
  Affirm records indicate that **************** confirmed two loans with the merchant, ****'s, IDs: ********* and SBJ3-YNR1. Both of these loans were successfully voided on May 20, 2024. **************** is no longer responsible for any payments associated with these loans. 
  
  **************** initially contacted Affirm on May 8, 2024 via chat to report that the orders associated with her ****** loans had been canceled, and she expected the associated loans to be voided from her account. The responding agent advised **************** that this could take up to 3-5 business days to reflect on her account. 
  
  The delay in voiding ****************' loans was due to the merchant holding pending charges on each of the Virtual Cards associated with her loans. Confirmation that the loans were voided was provided to **************** on May 21, 2024 and May 29, 2024. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
   

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21734821
  
  I am rejecting this response because:

  Its not the truth. The store had released the funds. I confirmed. It took days to have these removed by Affirm but only after I filed the complaint. 

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

  

  Business Response

  Date: 06/12/2024

  Thank you for the opportunity to respond to ****************' BBB rebuttal complaint. Affirm has reviewed ****************' complaint, which involves her concern that two of her Affirm loans have not been canceled after the associated orders were canceled.
  
  Affirm records indicate that **************** confirmed two loans with the merchant, ****'s, IDs: ********* and SBJ3-YNR1. Both of these loans were successfully voided on May 20, 2024. **************** is no longer responsible for any payments associated with these loans. 
  
  **************** initially contacted Affirm on May 8, 2024, via chat to report that the orders associated with her ****** loans had been canceled, and she expected the associated loans to be voided from her account. The responding agent advised **************** that this could take up to 3-5 business days to reflect on her account.
  
  ********************** has reviewed again and found that the delay in voiding ****************' loans was due to the merchant holding pending charges on each of the Virtual Cards associated with her loans. Confirmation that the loans were voided was provided to **************** on May 21, 2024, and May 29, 2024.
  
  Affirm apologizes for any inconvenience this has caused. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:05/20/2024

  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 made a purchase from ****** Leather using affirm. I paid off the initial loan through affirm. I later return the jacket to ************************* reimbursed me for the jacket to Affirm. Since my account was paid, ********************** asked me what I would like to do with the refund. I requested a check sent to my address. Affirm then sent me another email asking what to do with my ****** refund, I contacted firm told them they shouldve mailed the check. Its been almost 2 weeks. I recently received a email from Affirm stating they applied my ****** refund to my account. They did not apply my ****** refund to my account because I no longer owed ****** money I want refund from my ****** refund.

  

  Business Response

  Date: 06/05/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards an Affirm Card loan.
  
  Affirm's records indicate that on January 22, 2024, ****************** obtained Affirm Card loan T942-FXBA with the merchant, ******************** for $270.00. He agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $67.50 and three bi-weekly payments of $67.50.
  
  On May 7, 2024, Affirm sent ****************** an email advising that he was owed a refund in the amount of $112.90, but that it could not be applied as he had another loan with ******* Leather. The next day he spoke with Affirm and was advised a refund check was sent. Regrettably, the agent should have advised ****************** that the refund of $112.90 should have been applied to loan T942-FXBA. Affirm will provide a coaching opportunity to this agent to improve our customer service in the future.
  
  On May 19, 2024, Affirm sent ****************** an email advising that the $112.90 refund would be applied towards loan $112.90, this resulted in an overpayment and this amount was sent to his MasterCard ending in -4960.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any additional questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:05/19/2024

  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.

  A fraudulent loan was opened under my name and initiated a dispute with Affirm. Despite ongoing efforts to resolve the issue, I found myself in collections, jeopardizing my credit and my pursuit of a home. To mitigate the damage, I paid off the collection.Later, the company informed me that my fraudulent case had been resolved, and they would remove it from my credit history and I was no longer financials responsible for that loan. When I requested a refund for the payment made to the collection agen called: January , they redirected me back to Affirm. The collection agency January, in turn, claimed they had already forwarded the payment to Affirm and that it was out of their hands. Affirm was company I first called in a temp to get a refund and told me to contact January.Despite multiple attempts to obtain a refund from Affirm, including speaking with supervisors, I have yet to receive a satisfactory resolution. While the supervisor assured me of initiating a new case and reaching out within 3-5 business days, no progress has been made. There has been two cases open. First case no one reached out. Second case because they stated the first one was closed. How can they close a case without being resolved? Second case I got an email stating they reached out to experian to take off my credit but nothing about my refund.This ordeal has not only caused financial strain but also emotional distress. I am disappointed by the lack of empathy and urgency displayed by the company in addressing my concerns.Thank you for your attention to this matter.Loan # 2P6P-AO50, with: *********** Airlines Email date: fraud case resolved: 4/29/24 Supervisor case 1: 5/2/24 ******* #******** Supervisor case 2: 5/5/24 ********** Did not email my case# reference ref:!00D3t02RA6B.!5007V02iXrfy:ref I can send you any additional information needed. settlement $ January let me pay. It was what I could afford.Thank BBB.org for your time. You truly help change peoples lives.*******

  

  Business Response

  Date: 06/04/2024

  Thank you for the opportunity to respond to ******************************* BBB complaint. Affirm has reviewed ******************************* complaint, which involves her concern that an unauthorized loan was processed on her Affirm account. 
  
  ******************************* *********** Airlines loan (ID ********** was processed on February 1, 2021 in the amount of $1,341.28. The loan terms included 12 monthly installment payments of $130.63 and the loan APR is *****%. No payments were made towards the loan and it became more than 120 days overdue. The loan was charged off on June 30, 2021 to Affirm's third party collections partner, January. 
  
  On September 30, 2022, *************************** made a collections payment of $1,206.26 towards the loan. 
  
  On April 22, 2021, *************************** contacted Affirm to report unauthorized activity on her account. An unauthorized activity was escalated. Affirm would like to apologize for the delay in responding to ******************************* claim. On November 12, 2021, a member of Affirm's Account Safety Team followed up with *************************** to advise that she would remain responsible for the loan, but she could complete an affidavit for her claim to be reviewed further. No affidavit was received from ***************************. 
  
  On March 21, 2024, Affirm reviewed ******************************* claim further and resolved the claim in ******************************* favor. As a result, *************************** is no longer responsible for the name in her loan. 
  
  Affirm is currently working with our third party collections partner, January, to request that ******************************* payment of $1,206.26  be refunded as the loan was found to be unauthorized. Once an update can be provided, Affirm will follow up with *************************** via email. 
  
  ******************************* loan has been removed from credit reporting since the loan was confirmed to be unauthorized. 
  
  In the event *************************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 06/07/2024

  
  Complaint: 21733364
  
  
  I am rejecting this response because:

  
  I've had two closed cases without satisfactory resolution: one with no follow-up and the other with an email lacking refund details. The lengthy process is concerning, and I'd appreciate knowing the name and role of the person handling my refund, along with a case number and any time frame for resolution. Due to having to retell my issue to start another case to open and closed again. Could you clarify if Affirm will issue the refund directly or is Affirm refunding January so they can refund me? Because January sent Affrim the payment. I dont understand why Affirm can refund me directly? 
  This uncertainty is causing stress, and I hope for clearer communication to alleviate concerns.
  
  
  Thank you Affirm for you time and effort. 
  
  Sincerely,
  
  *************************-******

  

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to respond to ******************************* BBB rebuttal, which involves her concern that she has not received an update regarding her expected refund for an Affirm loan that was marked as unauthorized. 
  
  On June 11, 2024, a supervisor on Affirm's ************* Team reached out to *************************** via the Secure Messaging Portal to request her current address for a refund check to be issued in the amount of $1,206.26. *************************** confirmed her information on the same day. On June 13, 2024, Affirm's supervisor reached out to Affirm's internal Accounting Team to request that ******************************* refund check be expedited. At this time, Affirm is awaiting for confirmation of this request. Once a response is received, the ************* Supervisor will follow up with *************************** directly to provide an update regarding the status of her refund check. 
  
  Please note, the typical arrival time for a refund check is 30 days. In the event *************************** has any further questions or concerns, we encourage her to reach out to Affirm via email by using *************************************** and referencing case ID ********. 
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  Someone ordered something from a website called *************************. I cant see any of the details of the purchase such as the address. The only thing that I can see is that it says Cartier eyeglasses. The loan id is *********.

  

  Business Response

  Date: 06/04/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint where he states a loan was taken out in his name that he did not authorize. 
  
  Affirm's records indicate that loan M0H6-BG4P was processed on May 9, 2024, for a purchase with the merchant, *************************, in the amount of $3,545.00. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $654.37 due on the 9th of every month. 
  
  ****************** first contacted Affirm on May 19, 2024, by reaching out in our *********** where he explained that he was not responsible for this loan. The request was sent to the appropriate department and on May 22, 2024, Affirm reviewed and found the loan to be Mr. ******** responsibility.
  
  Affirm reviewed the claim a second time on May 23, 2024, and after investigation Affirm found ****************** responsible again. 

  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.
  
  Affirm received 2 FCRA disputes on August 23, 2023, and October 8, 2023. After investigation, we found the loan to be reporting accurately in each dispute. 
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  

  
  

• Initial Complaint

  Date:05/19/2024

  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 find Affirm to be very Deceptive ,when I first started with Affirm it advertised it would have no impact on my credit, yesterday I received a notification from credit karma Notifying me my Credit Score Decreased by 7 points from Signing up With Affirm, I was never late on any of my payments and I always paid before the due dates, customer service barely speaks English I requested a supervisor who is very Dismissive and Defensive, I'm now going to have to file a dispute with the Better Business Bureau and banking regulators very disappointed

  

  Business Response

  Date: 06/04/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed his complaint where he states that Affirm has caused his credit score to drop. 
  
  When a customer signs up for an ********************** account, we will perform a soft credit check that will show up on their credit report but will not impact their credit score. We do this to help verify their identity and determine their eligibility for financing. If a customer applies for more loans with **********************, we may perform additional soft credit checks to ensure that we offer them the best financing options possible.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm has reviewed Mr. ****** account and he has 4 total loans with Affirm. 
  
  Loan IPF7-NTHC, with Amazon, was voided and is no longer his responsibility. The loan is also not furnished and is not reporting to the credit bureau. 
  
  Loan 396Q-ZUXJ, with Amazon, was processed on March 25, 2024 for $107.95. A full refund of $107.95 was processed the following day on March 26, 2024. This loan is also no longer Mr. ****** responsibility and is not furnished. 
  
  The third loan, MM9I-A5TT with ******* is currently in Approved - Merchant Processing. This means the loan has been approved but the merchant has not confirmed the order yet. Once the order is confirmed the loan payments will be due one month from that date. Until then, the loan is not required to make payments on it and this loan is also not furnished to the credit bureaus. 
  
  The last loan, NBY0-UG74 was processed for $107.34 on March 12, 2024. This loan has received on time payments on April 12, 2024 and May 12, 2024 with the final payment being due on June 12, 2024, for $30.87. This loan is the only loan reporting to the credit bureau as furnished, however it is reporting as on time. 
  
  Affirm received a call from ************** on May 18, ************************************************** speaking with a supervisor he explained that he saw his credit had dropped because of Affirns reporting. The Affirm supervisor reviewed the account and advised that we did not see any loans that should be affecting his credit and to please contact Experian if he had further questions on the reporting he was seeing.
  
  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 his request to remove credit reporting for loan NBY0-UG74.
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21732482
  
  I am rejecting this response because: I'm the advertisement is very deceptive and misleading I am not the only consumer who is complaining about their deceptive practices upon signing up with a firm they said in no way they would run a hard or a soft inquiry on my credit and as stated I have lost seven points from them doing a hard credit  pull on my credit report that impacted my report tremendously, if they're not going to remove the negative inquiry on my report I'm going to seek legal actions because I am not the only person that's having this problem with this company just do a ****** search on the complaints and there's a lot of other people that's having this problem I also filed a claim with consumer financial service bureau and the treasury department,because I'm very upset at this point.

   I would also like my report to go public so everyone could read this and no one should be a victim of Affirm, I have paid all my loans on time and above expectation they should never been a negative impact on my credit
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/11/2024

  Thank you for the opportunity to respond to Mr. ****** BBB rebuttal complaint. Affirm has reviewed his complaint with his continued concern on Affirm causing his credit score to drop. 
  
  Affirm has reviewed Mr. ****** account a second time and he still has 4 total loans with Affirm. 
  
  Loan IPF7-NTHC, with Amazon, was voided and is no longer his responsibility. The loan is not furnished and is not reporting to the credit bureau. 
  
  Loan 396Q-ZUXJ, with Amazon, was processed on March 25, 2024, for $107.95. A full refund of $107.95 was processed the following day on March 26, 2024. This loan is no longer Mr. ****** responsibility, and it is not furnished, therefore it is not reporting to the credit bureaus.
  
  The third loan, MM9I-A5TT with ******* was processed on June 3, 2024, for $140.38. This loan received two different refunds on June 6, 2024, for $112.30 and $28.08. Both of these refunds settled the loan, and the loan is no longer Mr. ****** responsibility. This loan is not furnished and is not reporting to the credit bureau. 
  
  The last loan, NBY0-UG74 was processed for $107.34 on March 12, 2024. This loan has received on time payments on April 12, 2024, and May 12, 2024, with the final payment being due on June 12, 2024, for $30.86. This loan is the only loan reporting to the credit bureau as furnished; however, it is reporting as on time. This loan is not negatively reported. 
  
  Please note, Affirm cannot advise how loan payments will affect his credit score and we ask that he please contact Experian to locate this information. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************
  
  Please note that Affirm shares customers personal information with employees, affiliates, vendors, partners, merchant partners, marketing providers, and third parties as required to offer the Affirm Services. This includes, but is not limited to, processing transactions, maintaining the account, offering or servicing loans or lines of credit, offering other financial services, responding to court orders and legal investigations, litigation purposes, complying with audits or other investigations, and reporting to credit bureaus.
  
  As for his request to make his credit reporting available to the public, ************** would be responsible for this action being taken. Affirm will not share his credit reporting publicly.
  
  In the event that ************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:05/19/2024

  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 am not liable for any debts to Affirm, Inc., I do not have a contract with Affirm, Inc., they continue to refuse to provide me with a contract and verification of this debt despite my many requests. I have provided Affirm, Inc. with an entire packet of overwhelming official government documentation supporting my complaint about the fraudulent nature of these accounts and ********************** repeatedly abuses it's authority under the **** and FDCPA by claiming these debts as valid despite refusing to provide any debt verification proof of these debts or any debt belonging to me with their company.

  

  Business Response

  Date: 06/03/2024

  Thank you for the opportunity in responding to Mr. ******* BBB complaint. Affirm has reviewed his complaint which states his request to remove loans he claims were unauthorized from his credit report.
  
  Affirms records indicate that between the dates of October 12, 2021 and March 20, 2022, **************** obtained five loans that are currently being reported on his credit report as charged off due to having balances for more than 120 days.
  
  Loans TVE4-FF1M, PGQJ-UAGL and WDYM-DW0L were sent to Affirms partnered, third-party debt collector, True Accord. They can be reached by calling **************.
  
  Loans BQ4L-92S0 and 7HWA-QL0Q were sent to Affirms partnered, third-party debt collector, January. They can be reached by calling **************.
  
  On March 2 and 3, 2024, Affirm received FCRA disputes for each of these loans where **************** claimed that the loans were being reported to the credit bureaus inaccurately. Affirm reviewed and closed each of these disputes after confirming the information being reported to the credit bureaus was accurate.
  
  On March 18, 2024, **************** contacted Affirm and claimed that the loans were not authorized by him. **************** forwarded Affirm a police report he filed and was advised that his claim would be escalated to the appropriate team. He called three times more times between the dates of March 20 and April 10, 2024 requesting for an update on his claim. **************** was advised on each occasion that his claim was still being reviewed.
  
  On May 2, 2024, Affirms Account Safety Team sent him an email advising that upon review of his claim and the details of his account, he was found to be responsible for each of these loans. **************** was advised that his claim would only be re-addressed in the event that he had new evidence substantiating his claim.
  
  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 his Loan Agreements which he consented to and approved when he obtained Affirms loans. More information on Affirm's Terms of Service can be found here: **************************************.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr. ******* request to remove credit reporting for loans  TVE4-FF1M, PGQJ-UAGL, BQ4L-92S0, 7HWA-QL0Q and WDYM-DW0L.
  
  Please note that Affirm shares his personal information with employees, affiliates, vendors, partners, merchant partners, marketing providers, and third parties as required to offer the Affirm Services. This includes, but is not limited to, processing transactions, maintaining his account, offering or servicing loans or lines of credit, offering other financial services, responding to court orders and legal investigations, litigation purposes, complying with audits or other investigations, and reporting to credit bureaus.
  
  The California Consumer Privacy Act (""CCPA"") (as amended by the California Privacy Rights Act) provides California residents with the right to receive certain disclosures regarding the collection, use, and sharing of ""Personal Information,"" as well as the right to know/access, delete, and limit sharing of Personal Information. 
  
  Per Affirm records, **************** is not a California resident and therefore does not qualify under the ***** More information about Affirms Privacy Policy can be found at ****************************************.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21732032
  
  I am rejecting this response because:

  Affirm, *** employees whom

  I spoke with via telephone informed me that someone elses email address was used to open these accounts online with **********************, *** and when I asked for additional information about the accounts in order to help the police track down the person who is misusing my identity documents and information to obtain these loans in my name, Affirm, *** only provided me with the last two digits of a bank account number which they stated was linked as a payment method and the last two digits of a credit card or debit card number which they said was also attached as a loan repayment method. I was also told that my personal cellphone number was linked to the accounts. I had already provided Affirm,, *** with police reports as to the loan accounts themselves but I also provided them with the police report concerning the much earlier reported cloning/spoofing of my cellphone number, which said incident was reported to police BEFORE learning from Affirm, *** had my phone number in their database attached to these fraudulent loans. Affirm isnt the only company affected by these fraudulent activities and its baffling that they are blaming the entirety of the fraud on me, the victim over several ********************* loans which across six to nine loans totaling barely $500, whereas other lenders who were also victimized conducted thorough investigations internally for losses well into reaching $5,000 and correctly identified those debts as fraudulent and resulting from identity theft, using the same exact information Affirm, *** has access to. And they even fully were transparent with their investigation and findings with me, explaining in full detail exactly how and why they concluded that the investigation led them to deem it as identity theft and fraud. This makes me believe even more intensely that Affirm, *** is NOT investigating and that they are more interested in the fact that the identity thief was crafty enough to use as much of my real information as possible in order to successfully obtain these fraudulent loans. That by itself is all Affirm, *** seems to care about. Oh, its your phone number and social security number and date of birth, so its your account. Nonsense. Also, a creditor CANNOT refuse to reinvestigate an inaccuracy claim made by a consumer BY LAW, so I am not obliged to mind Affirm, ***s position that it will not reinvestigate this matter. Prepare yourself for an expensive litigation that is going to result in a federal court ordering Affirm, *** to pay me 20 times the value of these inaccurate debts, then because I am NOT going to stop fighting for what is right and for my right to a fair, accurate and complete credit report. I am not nor have I ever been an Affirm, *** customer nor borrower so I have every intention of suing you for defamation of character and a series of FCRA violations since you insist on keeping these fraudulent ***** debts on my credit report. Chew on that.

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

  

  Business Response

  Date: 06/10/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal, which involves his concerns involving unauthorized activity on his Affirm account. 
  
  As stated in Affirms previous response, Mr. ******* unauthorized activity claim involving loans TVE4-FF1M, PGQJ-UAGL, BQ4L-92S0, 7HWA-QL0Q and WDYM-DW0L was previously investigated by Affirms Account Safety team. **********************'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.
  
  Affirms Account Safety Team reviewed Mr. ******* claims and found that he would remain responsible for the loans obtained in his name. This adjudication was provided to **************** on May 2, 2024 via email, as well as in the previous BBB complaint response. He was advised that this decision was final and would only be reviewed if new evidence can be provided to support his claim. If **************** has any additional evidence to support his claim, he may provide it to Affirm for review by emailing *************************************** and referencing case ID ********.
  
  Please know that we take these claims very seriously and appreciate your cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that he has any additional questions, we ask for him to contact Affirm directly via email at ***************************************

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21732032
  
  I am rejecting this response because:
  Affirm, *** is obsessed with disregarding the law and the facts. Im certainly thankful that I am learning from this identity theft case with Affirm that this is definitely a company that I would never ever want to do business with. I have complied fully with 15 USC 1681(c)(2) requirements by providing Affirm, *** with valid police reports, an identity theft report and have also fully noted that there are dozens of other fraudulent accounts which were opened or created using my personal information and those credit card companies and banks have all investigated internally and accurately determined the respective accounts were indeed fraudulent. I have the letters from all of them. Some of those accounts were successfully opened fraudulently in person because the individual who is responsible for these crimes has physical possession of my real documents. Accordingly, the individual is physically replicating my signature or something close enough to it that its allowed him to do this for going on five years now. Luckily, banks have security cameras and they were able to eventually realize that that that person is not me, so they did in fact confirm that the accounts were fraudulent. Affirm, I have learned, allowed these frauds to occur online with an e-signature and no security cameras, no live person to establish the true identity of the individual who is opening the account, just an online or in-app unchecked automated authentication system that provided the applicant knows the answers to the security questions (which likely is nothing more than 3-4 questions about existing credit report data), then thats sufficient verification to prove identity. At no point ever will Affirm be able to validate the true identity of the real applicant, because it seems Affirm is a completely online based fintech lender who does the least to protect unsuspecting consumers and the businesses Affirm partners with from fraudulent activity. On the same note, Affirm seems to feel that its information is accurately being reported to the credit bureaus because it has my actual social security number, DOB, etc correct. The other affected creditors also had that exact same information in their systems as well and they were able to verify that it was identity theft involved. Just because Affirm lacks the capability to verify via security footage, etc., at what point does the law dictate that its my responsibility as the victim to PROVE what Affirm lacks the necessary tools to prove? What do you people want from me? Copies of the letters from the other banks showing the large pattern of identity theft in my name? Let me know and Ill send it.

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