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:05/15/2024

  Type:Order 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 **** with charter communications, I do not have contract with AFFIRM **** they did not provide me with the original contract as i requested.

  

  Business Response

  Date: 05/31/2024

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed his complaint which claims he has unauthorized activity on his Affirm account. 
  
  ********************** has not received any direct contact from ********************** separated from the BBB complaint. Additionally. After reviewing his complaint and the evidence he provided, Affirm does not see a specific Affirm loan he has concerns with. 
  
  If he believes any loans are unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will investigate and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  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.
  
  In the event that he has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:05/15/2024

  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.

  They closed my account because someone tried to use my information on a purchase. I was contacted as soon as this happened and affirm closed my account. I have been trying for 3 months to get everything done. They except my info pictures and my facial pic.. I keep being told that in 3 to 5 working days it will be fixed. We'll this has been going on for 2 months, over and over sending pictures and them saying that they received them, then today I called my account is closed he said that they didn't get any pics. Over and over, I hate using the word but they are lies. They keep taking my payments out, but my account is closed so what right do they have taking my money. I am filling with every agency US GOVERNMENT AND CREDIT COMPANIES. All I can say is We'll since my account is closed I really don't owe them anything. At least that's the way I see it.

  

  Business Response

  Date: 05/31/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding gaining access to his Affirm account. 
  
  
  Affirm records indicate that Mr. ******** account has not been locked or frozen and he should be able to access it by logging in at *************************************************;
  
  
  ****************** did reach out to Affirm on May 12, 2024 to advise that his most recent payment had failed due to issues that he was experiencing with the bank account associated with the payment method on file. On May 14, 2024, ****************** called back and indicated that the bank account had been unlocked and he was able to successfully make a payment over the phone with an Affirm ******** Care agent that same day. 
  
  
  Affirm can confirm that ****************** has 8 active loans with Amazon and that these loans are all currently up-to-date on payments. If ****************** is experiencing any trouble logging into his account, ********************** asks that he please reach out directly by calling ************** between the hours of 7 am and 10 pm CST seven days a week.
  
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  
  

• Initial Complaint

  Date:05/15/2024

  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 used my Affirm virtual card to make a purchase thru Amazon. The order was canceled by a 3rd party merchant. Affirm refuses to release the funds (which were never processed), though I sent them evidencence of the cancelation. They say they will contact me in 3-5 business days. They are totally unconcerned this will cause a 1 year delay on my end.

  

  Business Response

  Date: 05/29/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan.
  
  Affirm's records indicate that on May 3, 2024, **************** obtained Affirm Virtual Card loan 71K8-4NF7 for a purchase in the amount of $3,900.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $391.77.
  
  On May 15, 2024, **************** contacted Affirm indicating parts of her purchase was cancelled and she requested the loan to be refunded. She was advised that refunds could take 3-5 business days to process by the merchant. **************** forwarded an email from the merchant supporting her request.
  
  On May 23, 2024, Affirm sent her an email advising that a partial refund in the amount of $3,504.01 was applied towards the loan balance. If she is expecting any additional refunds, we ask for her to contact the merchant directly.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:05/15/2024

  Type:Order 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 Affirm **** I do not have a contract with the collection Agency Affirm **** They did not provide me with the original contract as requested.

  

  Business Response

  Date: 05/30/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves his claim that he is not liable for the loan in his name. 
  
  Affirm records indicate that ******************** The Tire Rack loan (ID ********** was processed on April 22, 2022 in the amount of $1,030.67. **************** agreed to make 6 monthly installment payments of $185.36 and the loan APR is *****%. One payment of $185.36 has been made towards the loan to date on May 26, 2022. 
  
  No further payments were made and the loan became more than 120 days overdue. The loan was charged off on October 21, 2022 to Affirm's third party collections partner, January. **************** may contact January by calling  ************** to make payments towards this loan. 
  
  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  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 respectfully decline ******************** request to remove reporting for loan F9PB-E58B.
  
  For ******************** convenience, the Truth in Lending disclosure and Loan Verification documents for this loan has been attached to Affirm's response. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:05/15/2024

  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'm the victim of identity theft. I believe my father opened an Affirm account in my name and has been using it since August of 2023. We share the name. Two accounts are reporting on my credit report as of 04/14/2024. I noticed the first account on April 13, 2024, it was reporting as closed as of 11/2023. I contacted the three credit bureaus and was told there was not much they could as the account was reported as paid/closed. All three credit bureaus placed fraud alerts on my reports. I then contacted my father and he admitted to the fraud. I instructed him to contact Affirm to have the fraudulent account removed from my credit report or I would file a police report and press charges. He agreed but he immediately blocked my phone number and stopped answering my calls after I spoke to him. On 04/25/2024 I filed a police report with the Oakland PD. I was instructed to file a *** identity theft report. The police report number is T24010004 and the *** Identity Theft report # is *********. I mailed these documents and a dispute letter certified mail to Affirm on 04/25/2024 and they received the documents on 04/26/2024 (tracking number **********************). I contacted All three credit bureaus and was told that would be sufficient to start an investigation. I was told to wait 30 days for a response from Affirm and that they would contact me directly. Affirm has not contacted me and has not started any sort of investigation. I am requesting BBB step in to contact Affirm on my behalf.

  

  Business Response

  Date: 05/31/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint which claims he has unauthorized activity on his Affirm account. 
   
  Affirm's records indicate that loan K3QV-6EM0 was processed on August 29, 2023, for a purchase with the merchant, ******** in the amount of $875.16. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $85.32 due on the 29th of each month.
  
  Affirm's records indicate that loan IRZ9-XG7U was processed on October 22, 2023, for a purchase with the merchant, Amazon, in the amount of $542.04. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $37.63 due on the 22nd of each month.
  
  ****************** first contacted Affirm about the concern on May 3, 2024, when he called in and explained that he had seen the two loans reporting and he did not authorize them. His request was escalated. He reached out to Affirm again on May 15, 2024, through Affirms *********** with further context. He explained that he believed his father had taken the loans out in his name and he did not give permission for this. 
  
  On May 16, 2024, Affirms Account Safety team contacted him via email to inform him that he remained responsible for his loan with Amazon and the credit reporting. Additionally, the loan with ******* was refunded and canceled.
  
  Loan K3QV-6EM0 with ******* showed it was refunded on November 13,2023 for the full amount of the loan for $875.16. On the same day the loan was refunded for two payments made for $85.32 and $48.47. The loan with ******* is no longer your responsibility. In addition, this loan is reporting paid on time with the credit bureaus. 
  
  For loan IRZ9-XG7U, 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.
  
  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 IRZ9-XG7U.
   
  In the event that he has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21713842
  
  I am rejecting this response because:
  

  I have mailed multiple certified mailed dispute letters to address

  Affirm Inc

  650 *****************
  Floor 12
  ***********************
  

  I have not received a response. I have called they're customer service number ****************, over 30 times. Every time I call I'm told they cannot retrieve any information in regards to the fraudulent accounts and if I request to speak a  manager they hangup.  I last called on 05/19/2024 at 3:40pm and  spoke to **** in the front office department. I again requested the account be investigated. I also requested billing and tracking information.  She stated she didn't have any information and I would need to contact Amazon to receive this information. I contacted Amazon and reported the fraud. I was told that they did not have any information and that I would need to contact Affirm directly. I'm again requesting Affirm accurately investigate this account and provide the dispute information I've requested. I'm requested tracking and billing information. I have filed a police report/ complaint with the **** and filed an updated FTC identity theft complaint. I have attached these documents. 

  Sincerely,
  
  *************************** Ii

  

  Business Response

  Date: 06/07/2024

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal complaint. Affirm has reviewed his complaint which claims his continued concern about unauthorized activity on his Affirm account.
  
  ********************** has reviewed again and on May 16, 2024, Affirms Account Safety team contacted him via email to inform him that he remained responsible for his loan with Amazon and the credit reporting. Additionally, the loan with ******* was refunded and canceled.
  
  Loan K3QV-6EM0 with ******* showed it was refunded on November 13,2023 for the full amount of the loan for $875.16. On the same day the loan was refunded for two payments made for $85.32 and $48.47. The loan with ******* is no longer his responsibility. In addition, this loan is reported paid on time with the credit bureaus.
  
  For loan IRZ9-XG7U, 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.
  
  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 IRZ9-XG7U.
  
  If he still believes there is unauthorized activity, his is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Affirm has attached the evidence provided within his BBB Rebuttal to case ********. Once a completed affidavit is received, Affirm will investigate and notify him of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event that he has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21713842
  
  I am rejecting this response because: I am rejecting this response because you have notified the credit bureaus that I am liable without actually investigating my identity theft claim. You refuse to notify the credit bureas that the accounts are even under investigation or that I have notified you in writing on three separate occasions that the account was opened without my authorization. You have never offered me the option to dispute this with a fraud affidavit. Every customer service agent I've spoken to has told me that I need to contact the merchant directly. I've experienced unprofessional conduct, including being hung up on and purposely put on hold for long periods of time. 

  I've attached an email I received from you today, confirming that the ******* account was opened fraudulently, yet you refused to notify and of the three credit bureas. You continue to state that I am liable for items purchased under an unauthorized account. Additionally, you have refused to provide any billing information regarding the accounts I've been billed for.

  I have mailed you numerous disputes requesting billing and account information, but you have refused to comply. I am once again requesting that you properly respond to the three written disputes I mailed I am once again requesting that you properly respond to the three written disputes I mailed to your address at ****************************************************. The first dispute was mailed on 02/08/2024, the second on 04/25/2024 ***** Tracking # **********************), and the third on 05/31/2024 ***** Tracking # **********************). I have also attached a copy of the disputes to this response.

  If you continue to refuse to comply with my FCRA dispute, I will not hesitate to contact a lawyer.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:05/14/2024

  Type:Order 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 debt with ******************** I do not have a contract with **************************** They did not provide me with the original contract as requested.

  

  Business Response

  Date: 05/30/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint which claims he is not responsible for the debt with two merchants with Affirm. 
  
  Affirm has reviewed Mr. ******* BBB complaint and Affirm does not show any loans with the merchants, ******************* or Monterey Collection Service.
  
  We located two loans that we believe are possibly in question. 
  
  Affirm's records indicate that loan ORF3-2AHQ, was processed on November 22, 2021, for a purchase with the merchant, DreamCloud, in the amount of $2,293.92. This loan has terms of 0.00% Annual Percentage Rate (APR) and 18 monthly payments of $127.44. The loan was charged off to Affirms third party collections agency, TrueAccord on August 21, 2023, due to the loan becoming 120 days overdue. TrueAccord can be reached at ************** for any questions or to schedule payments.
  
  Affirm's records indicate that loan 01GE-OU61, was processed on June 6, 2022, for a purchase with the merchant, Goat, in the amount of $415.49. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $36.91. The loan was charged off to Affirms third party collections agency, ******* Technologies on September 4, 2023, due to the loan becoming 120 days overdue. ******* can be reached at ************ for any questions or to schedule payments.
  
  Affirm has not received direct contact from him on this concern, however, we did receive 2 FCRA disputes, one for each loan, on May 15, 2024. After investigation, we found the loan to be reporting accurately in each dispute. 
  
  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 her request regarding her credit reporting for loan ORF3-2AHQ and 01GE-OU61.
  
  If he has further concerns, he is encouraged to call Affirm so we can look into his request further. He may call Affirm at **************. We are available 7 days a week from 7am - 10pm CT.
  
  In the event that he has any further questions or concerns, we encourage him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:05/14/2024

  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.

  Affirm c/o BBB:My name is *********************** and my email is ******************* I placed an order on May 5,2024 with this company called LEMMELIVE. My loan ID number is: *********. I reached out to ***** and LEMMELIVE once my order was marked as delivered but I never received it. ***** opened a claim in which it was found to be mis delivered. The driver was unable to go back and get my order. I was instructed to reach out to the shipper (LEMMELIVE) for any replacements and/or reimbursements. ********* and I have been going back and forth through email communication and they were not able to help. They only refunded my shipping charge but not the whole order amount. I was at work at the time this package was marked as delivered, so how can I be at two places at once. ***** also confirmed there was an issue with my order. I need AFFIRM to recover my funds from this merchant. I will enclosed a screenshot of my time card, the time the package states it was delivered, email from ***** and LEMMELIVE.

  

  Business Response

  Date: 05/30/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves his concern that he has not received the product associated with his Affirm loan. 
  
  Affirm records indicate that ****************** lemmelive loan (ID ********** was processed on May 5, 2024 in the amount of $193.99. ************** agreed to make 3 biweekly installment payments of $48.50 and a down payment in the same amount. The loan APR is 0.0%. ************** completed his down payment on May 5, 2024. No further payments were made before the loan was fully refunded on May 30, 2024. 
  
  ************** initiated a merchant dispute via Affirm's self service option on May 13, 2024 and submitted evidence during this process. As a result, a merchant dispute was initiated to investigate his claim further. When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation.
  
  As no response was provided by the merchant, ****************** dispute was resolved in his favor on May 30, 2024. As a result, ****************** lemmelive loan was fully refunded. He is no longer responsible for payments associated with this loan. 
  
   In the event ************** has any further questions or concerns, we encourage him to reach out directly via **********************************************************;
  
  

  Customer Answer

  Date: 05/30/2024

  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:05/14/2024

  Type:Customer Service 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 ACIMA DIGITAL NOR DO I HAVE A CONTRACT WITH THIS CREDITOR. I ASKED THEM ON MULTIPLE OCCASIONS TO PROVIDE ME THE ORIGINAL CONTRACT AND NEVER RECEIVED IT. THEY HAVE STOPPED REPORTING TO ******* AND TRANSUNION BUT ARE STILL REPORTING TO EXPERIAN.

  

  Business Response

  Date: 05/29/2024

  Thank you for the opportunity in responding to *********************************** BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan she claim is unauthorized from her credit report.
  
  Affirm's records indicate that on August 13, 2021, loan WH8W-HGA5 processed with the merchant, Priceline for $1,073.50. She agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $523.48 and 12 monthly payments of $53.62.
  
  Due to having a past due balance for more than 120 days, the loan charged off on January 12, 2022. The loan was sent to Affirm's partnered, third-party debt collector, True Accord. They can be reached by calling **************.
  
  On June 30, 2023 and May 14, 2024, Affirm received FCRA disputes where she claimed her credit report was inaccurate. Affirm reviewed and closed each dispute after confirming the information being reported to the credit bureaus was accurate.
  
  On September 28, 2023, Affirm's Account Safety Team sent her an email advising that upon review of her account, she was found to be responsible for the loan. She was advised to complete Affirm's fraud affidavit form in the event that she wanted to refute the decision. She can do so by completing the form on our *********** at ******************************************************************************.
  
  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 her Loan Agreements which she consented to and approved when she obtained Affirms loans. More information on Affirm's Terms of Service can be found here: **************************************.
  
  Affirm respectfully declines to remove loan WH8W-HGA5 from her credit report as it is being reported accurately to the credit bureaus. Along with our response, we have included the Loan Verification and Terms in Lending Agreement for loan WH8W-HGA5. Together, these documents validate the loan.
  
  We apologize for any frustration this situation may have caused for *******************************. In the event that she has any additional questions, we ask for her to contact Affirm directly via ****************************************************.
  
  

• Initial Complaint

  Date:05/14/2024

  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.

  On 1/15/24 I ordered a $110.50 jacket from We ***********. I signed up for shop pay to make payments through a company called Affirm. On 1/16/24 I made a payment of ***** On 1/31/24 I made a payment of ***** On 2/14/24 I made a payment of ***** On 4/15/24 I made a payment of ***** Totaling $143.74 (more than the cost of the product)I never received the product, it was returned to sender despite providing a proper address due to issues with the mail service in the small mountain town I live in. I have had correspondence with the company refusing to refund me for the product claiming they would resend it, this never happened. The company will no longer respond to me. My bank conducted an investigation and charge backs have occurred. We love street and affirm are demanding that I remake the payments although I never received a product and threatening to affect my credit through the company affirm. I am not sure where to go from here, if Im correct this is extortion and theft. I dont even want the product anymore I just want to be refunded and for the harassment to stop. I have records of making the payments and correspondence with both companies as well as evidence that the package never made it to me. I just want this to stop and to ensure that it does not happen to anyone else because at this point it has been a five month frustrating process I am doing this from my phone so I cannot upload documents to support this but am happy to do so through email if necessary.

  

  Business Response

  Date: 05/30/2024

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed her complaint which states she never received her order with a merchant and has been asked to make payments she has previously made. 
  
  Affirms records indicate that loan LS8M-FCHG was processed on January 16, 2024, for a purchase with the merchant, We Love Street, in the amount of $110.50. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $27.62. This loan reflects an overdue balance of $66.50 as of May 30, 2024. Additionally, the loan is scheduled to charge off on May 30, 2024, due to not receiving payment for 120 days. 
  
  This loan reflects a down payment that was processed, for taking the loan, on January 15, 2024, for $27.63. Additionally, the loan had received 4 payments on January 31st, February 14th, April 13th, and May 13th, 2024. The payments were for $27.62 for the January and February payments, $60.87 in April and $82.87 in May. Each of these payments currently has a pending chargeback. 
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. Based on Affirms records, these funds have not been returned to Affirm from her bank. This is the reason why she will see her loan is overdue. 
  
  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. Ms. *********** loan is not a furnished loan. 
  
  She first contacted Affirm on April 1, 2024, when she called in to let Affirm know she had not heard anything from the merchant on her order and the few times they did speak with her she felt she was given the runaround and then they stopped communicating. She was asked to please send in evidence and in the meantime her request would be escalated to the relevant team.
  
  Affirm reached out to her by secure message on April 2, 2024, and explained that the loan was passed the 60-day timeframe to be able to open a dispute. Affirm directed her to please contact the merchant further on her concern. Please note that the loan was confirmed on January 15, 2024. In order to dispute the loan, Affirm can open a dispute within 60 days of the confirmation date. We did not receive communication in regard to this loan until April 1, 2024. 
  
  On April 5, 2024, Affirm received documentation from ************************ and on April 6, 2024, Affirm followed up with her and requested further evidence. We also explained that with this evidence we could not guarantee a dispute would be opened but we would review and advise her of next steps, once received. On April 13, 2024, ************************ responded to the request in a very angry tone, not satisfied with Affirms request and did not include any evidence to support her claim. 
  
  On April 17, 2024, Affirm replied again advising her to please continue working with the merchant. On May 13, 2024, she contacted Affirm through the Affirm *********** and advised she was getting notifications of overdue payments, but she had paid the loan. Affirm replied to her the same day and explained the chargebacks that were pending and that she would need to make those payments again.  
  
  She sent her BBB complaint details to Affirm on May 22, 2024. On May 29, 2024, Affirm contacted the merchant for further information as well as advised ************************ the same day that we have received her documentation and are working on a courtesy dispute for her. The loan does not hold a disputed status and any payment still due to the loan, remains her responsibility. If any refunds are warranted and applied by the merchant, the loan will be refunded accordingly, and any payments made will be refunded in full if a full refund is applied to the loan. 
  
  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, she is still responsible for repayment. 
  
  In the event that she has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  Date:05/14/2024

  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 purchased a ******** Cell Phone through Affirm 04/30/2024 I returned this product to ******** shortly after receiving it ******** issued a refund to Affirm and Affirm claimed they issued a refund to me for $36.56 but they have not this was on 05/08/2024 original price was was $487.96 they are telling me I need to keep paying them I refused why pay for something that has been returned

  

  Business Response

  Date: 05/30/2024

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concerns with receiving a refund towards his purchase that was obtained with an Affirm loan. 
  
  Affirms records indicate that loan NG8Q-8XNX was processed for $356.52 on April 22, 2024, for a purchase with ********* The repayment terms of the loan are 6 installments of $48.54 at an APR of *****%. The loan required a down payment of $89.13 that was submitted on April 18, 2024. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will apply the refund amount to the loan. 
  
  As indicated in Mr. ******** BBB complaint, the merchant processed a refund amount of $36.28 towards the loan on May 8, 2024. To clarify, the refund was applied to the principal balance of the loan and the loan now has a remaining balance of $244.40.  
  
  As noted above, Affirm strictly manages the financial portion of the purchase. In order to process a refund, Affirm requires specific documentation indicating that the merchant is operating outside of their set policies, or that a refund is due. 
  
  On May 16, 2024, ****************** initiated a dispute for the loan  NG8Q-8XNX. Affirm followed up with ****************** on May 16, 2024, and confirmed that the dispute has been opened. This communication notes that payments will be paused while the dispute is in progress. The dispute is expected to be resolved by June 15, 2024. Affirm will be providing updates on the status of the dispute to ****************** as they become available. 
  
  Affirm would like to thank ****************** for his continued patience throughout the dispute process. In the event that Mr. ************* has any further questions, we encourage him to reach out to Affirm via ****************************************************.