Complaints

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

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  Affirm.com

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

  
• 

  Affirm Canada Holdings Ltd.

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

• 

  Affirm Canada Holdings Ltd.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair 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 am extremely frustrated with Affirms handling of a charge that does not belong to me. I have called multiple times to explain that this charge is not mine, yet my concerns are being completely dismissed. Instead of assisting me, customer service has repeatedly hung up on me or failed to provide any resolution.Despite my efforts to dispute this unauthorized charge, Affirm continues to hold me responsible for it. The lack of accountability and poor customer service is unacceptable. I expected better from a financial service company, but this experience has been nothing but **************: V6VH-295M Date Obtained: 2/10/25 Merchant: StubHub Purchase Amount: $333.15 Loan Amount: $249.86 APR: 0.00%Term: 3 Bi-weekly Installment Loan

  

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed the complaint, which states that an unauthorized loan exists on her account and that *********************** customer service dismissed her repeated attempts to dispute the charge and requested a refund.
  
  Affirm records indicate that ******************** loan (ID: ********** was processed on February 10, 2025, in the amount of $333.15. Ms. ******* agreed to make 3 bi-weekly installment payments of $83.29, and the loan Annual Percentage Rate (APR) is 0.00%. The loan terms required a down payment of $83.29, which was submitted on February 7, 2025. Once the down payment was processed, this left a residual balance of $249.86 to be repaid.
  
  On February 7, 2025, Ms. ******* reached out by phone to advise that she received emails about a loan that was opened in her account. Ms. ******* advised that she did not open a loan and requested that the down payment amount be refunded to her bank account. ********************** escalated a case to the Account Safety Team on her behalf on the same day. Ms. ******* continued to reach out by phone on February 10, February 14, and February 18, 2025, to request an update and expressed her concern that another payment may be deducted from her bank account. ********************** assured her that no payments would be taken while the investigation was ongoing.
  
  Affirm's investigation reviewed all information related to the disputed loan, including account details and any provided statements. On February 20, 2025, the Account Safety Team emailed Ms. ******** stating the investigation indicated she was responsible for the loan. Ms. ******* contacted Affirm on February 27, 2025, reporting she did not receive the email, so Affirm resent it.
  
  On February 27, 2025, Ms. ******* filed a BBB complaint stating that the mentioned loan V6VH-295M is unauthorized and requested a billing adjustment. Upon receiving the request, Affirm investigated and submitted a response through the BBB portal on March 14, 2025, advising her to submit Affirm's webform (which serves as an affidavit) within Affirm's *********** and provide any supplemental documents to support her claim of unauthorized activity. Ms. ******* was informed that once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. A link to complete the webform was also attached with the response.
  
  Affirm records indicate that no response has been received from Ms. ******** As previously communicated, if Ms. ******* believes this loan is unauthorized, she is encouraged to complete Affirm's webform, which serves as an affidavit, within Affirm's *********** and provide any supplemental documents to support her claim. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  In the event Ms. ******* has any further questions or concerns, we encourage her to reach out to *****************************************************

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  The link that they have provided me does not work Ive called in and let them know that the link doesnt work one of the representatives refused to walk me through it to make sure that I was able to connect with a link again theyre sending me a faulty link that doesnt lead to anywhere if they send me a link that works I can possibly file an affidavit  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/27/2024 I paid $3750.00; the loan was for $8000.00. I called Affirm within 2 hours of opening this account and told them I wanted to cancel with ******** School 3 times on 12/7/2024. They assured me that it would be canceled and refunded, but it had to process first. I called 12/31/24, and they then told me they would have to dispute it until the refund was posted back to my account. This way, my account will be on hold, and no payments would be due. In the meantime, I had contacted the merchant as well, and the merchant was to refund the money. The problem is that every time I called I received misinformation from representatives and supervisors. I have called 12 times. It has been over 2 months and payments are past due. There is no number to speak to anyone about this.

  

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed the complaint, which states she has not received a refund for a cancelled order.

  Affirms records indicate that loan KBBQ-VGSL was processed for $8000.00 on December 30, 2024, for a purchase with ****************************************. To finance this loan a downpayment of $3,750.00 was processed on December 27, 2024. After the downpayment was processed the loan balance reflected $4250.00. The agreed upon repayment terms were 12 installments of $426.93 at an Annual Percentage Rate (APR) of *****% with payment due on the 30th of each month. To date no payments have been made towards this loan. As of March 20, 2025 the loan reflects an overdue amount of $853.86.
  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. ********* called Affirm on December 27, 2024, requesting her loan to be cancelled. At that time, the loan was in merchant processing state, indicating the order had not yet been confirmed by the merchant. Affirm does not have the ability to cancel orders as Affirm is merely a financing partner. All decisions regarding refunds and cancellations are handled by the merchant. Ms. ********* was requested to reach out directly to the merchant so the order could be cancelled.

  Ms. ********* called Affirm again on December 31, 2024 claiming the merchant was unresponsive to her cancellation requests. The order had been finalized by the merchant and the loan had become active. Affirm assisted Ms. ********* in creating a merchant dispute. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Once a dispute has officially been opened, both customers and merchants have the opportunity to provide evidence to substantiate their claims. Affirm will then evaluate the evidence submitted by both the parties, and send an email notification with the outcome within 60 days.
  While the dispute is in progress the merchant cannot refund the loan, however they can accept our request for a full or partial refund or deny the request in compliance with their policies. Ms. ********* called Affirm again on January 9, 2025 requesting us to cancel the dispute as the merchant would like to refund the loan rather than respond to chargeback requests. This request was honored and the dispute was cancelled on February 4, 2025.

  Ms. ********* called Affirm again on February 13, 2025 to let us know the merchant was unable to refund the loan. Since payments and refunds to and from merchants are handled by a third party payments processor Affirm has sent the merchant an email providing the link of the support centre of the payments processor. Affirm has requested the merchant to seek assistance from the payments processor to refund the loan. If the merchant is unable to refund the loan, we request Ms. ********* to create a new dispute and submit supporting evidence, including screenshots of communication with the merchant authorizing the refund.

  Ms. Smallwoods account cannot be closed until the loan balance is paid off in full or the loan is refunded in full by the merchant. Once the loan balance has been fully settled Ms. ********* can close her account by following the instructions available here (******************************************************************).

  Affirm appreciates Ms. *********** patience while we responded to her complaint. In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23031396
  
  I am rejecting this response because: The records that you are stating are only what the Representatives have placed on my account. I stand firmly on my previous respond. I have 3 attachments for your viewing. I have also attached a phone log of each time. The only one that is accurate is on 1/09/25 when a supervisor called me back and explained thoroughly of the process hopefully. The communication barrier was understandable. This has been the biggest issue. This is the only time a supervisor has called me back and I have requested majority of the times I called. I am "requesting" that you review (listen to) the phone calls in detail.  
  
  Sincerely,
  
  **** *********

  ************

  

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond to Ms. *********** rebuttal complaint. Affirm has reviewed the complaint which states that she is unhappy with the assistance she received from Affirm's customer support team.
  
  ********************** deeply regrets the poor quality of the interactions Ms. ********* had with some of our agents. All the interactions Ms. ********* had with our agents (phone calls and emails) were thoroughly examined and necessary actions have been initiated to ensure that any gaps in the training process are addressed. Customer feedback is vital and supports our internal quality monitoring process to ensure constant improvement in the quality of the interactions. 
  
  Affirm appreciates Ms. *********** patience while we responded to her rebuttal complaint. In the event that she has any further questions or concerns, we encourage her to reach out to ****************************************************.
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23031396
  
  I am rejecting this response because: We are disputing the handling of my cancellation and refund request for a program I enrolled in through Affirm/and ****** ***** School, ******************************* on 12/27/2024. I enrolled and paid a total of $3750.00, but within two hours of signing up, I contacted your institution Affirm/and ****** ***** School, ******************************* to cancel my enrollment.  However, the lack of training/consistently with agent played an essential role in this process.

  
  I was assured at the time that the cancellation would be processed and that I would receive a full refund. Despite this immediate cancellation, it has now been over four months, and I have yet to receive a refund/and cancellation of this account. Documentation, Proof or Evidence was provided directly and, in my 1st, & 2nd Request. Furthermore, your institution, Affirm has continued to report this balance to the credit bureaus, which is unjust and damaging to my credit report. 
  I have made multiple attempts to resolve this issue directly/indirectly with your office and ****** ***** School, *******************************, but to no avail. And have filed a formal complaint with the Better Business Bureau (BBB), and I am prepared to pursue further action if this matter is not resolved promptly. 

  
  This is my 3rd and FINAL request for the following: 

  
  A full refund of the $3750.00 be issued to me without further delay. 
  Any and all negative or delinquent entries on my credit report related to this account be removed. 
  A written confirmation that this issue has been resolved and that no further attempts to collect or report this account will be made.

  
  If this matter is not resolved within 15 days of this letter, I will be forced to escalate the issue by filing complaints with the ************************************ (****) and consider seeking legal remedies. 
  Please treat this matter with urgency and provide a prompt written response. 
  
  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please remove affirm items from my credit report I was a victim of identity theft. They are reporting loans from ******* address. ********************. I did not take out any loans via Affirm

  

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond to **** ******* BBB complaint. Affirm has reviewed the complaint in which **** ****** disputes fraudulent loans reported on their credit report and requests the removal of the same, stating they did not obtain any loans from Affirm.
  
  Affirm records indicate that the following loan IDs were reported to Experian: 6O2H-Y9V2, AX62-WA1C, U60V-7Q7H, 45ZU-SDFR, 1EBJ-V2K8, 9D00-RDSE, 911I-4VOQ, KL0B-1H8V, N4VT-716F, MU0T-HJWQ, 2AF4-8HSO, BG83-63LM, and CFAI-P6XR. Of these, the loan IDs related to ******* are: 2AF4-8HSO, BG83-63LM, and CFAI-P6XR.
  
  Between November 25, 2024, and March 18, 2025, Affirm received multiple credit reporting dispute inquiries from **** ****** regarding alleged fraudulent activity. Upon receiving these requests, Affirm conducted separate investigations for each case. These claims were denied, as no inaccuracies were identified in the reporting.
  
  Affirm records indicate that multiple credit reporting disputes have been initiated regarding the following loan IDs: *********, *********, AX62-WA1C, 1EBJ-V2K8, and 45ZU-SDFR. Affirm is actively investigating these disputes and will provide separate updates regarding the outcomes.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed in Affirms Terms of Use and Privacy Policy, as well as **** ******* Loan Agreement, which **** ****** consented to and approved when obtaining Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************. Affirm complies with all requirements of the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA). Truth in Lending and Loan Verification documents for the mentioned ******* loans are attached for reference.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. **** ****** will not incur late fees, but late payments may impact their ability to obtain future loans with Affirm. If payments are 30 or more days overdue, some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer the loans to our third-party collection partners. Once a loan has been charged off, the charge-off status is irreversible.
  
  Regarding **** ******* request concerning unauthorized ******* loans reported on their credit report, Affirm has initiated a separate investigation and will respond within 30 days. Please be assured that Affirm takes these claims very seriously and appreciates **** ******* cooperation during the investigation. Account safety is paramount at Affirm, and we take great care in protecting consumer information.
  
  In the event **** ****** has any additional evidence that supports their claim, they can complete a webform affidavit by visiting: ************************************************************************************************************ and clicking on Contact Us. When filling out the form, please provide any supplemental documents to support the claim of unauthorized activity.
  
  At this time, Affirm respectfully declines **** ******* request to remove the loans from their credit report, as they are being accurately reported to credit bureaus.
  
  In the event **** ****** has any further questions or concerns, we encourage them to reach out to ****************************************************.
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm is trying to collect for a loan they said I made which is false. I have not made any loans. I believe this is a scam. I have asked for proof numerous times with my signature on any documents they have regarding so called loan. They have not furnished that information because they cant. As a result of this my credit score went from the 800s to 600s. I want this closed and my credit score restored. This has been going on many years. I tried several years ago to correct it and they said it would be corrected. I didnt check my score for sometime and when I did I found out it is still on my record and still in the 600s. I have one credit card and I pay it every month. I own my home which has been paid for 55 years ago which we had built and we paid cash for it. I own my own car which was paid for at time of purchase. We have always paid cash for our vehicles. I have no debt. I pay for everything when I buy it. I had one home equity loan about 20 years ago for a period of one year. I have tried numerous times and spoken to 4 supervisors with Affirm and I keep getting the run around. I want this resolved now. I believe they are trying to scam me since they cant prove anything.

  

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which states her concern regarding an unauthorized loan on  her account.
  
  ********************** records indicate that Ms. ***** Maycom loan M9LH-3XVK processed on July 24, 2019 in the amount of $890.00 with a *****% APR. The agreed-upon repayment terms were for 18  monthly payments of $55.94 on the 24th of each month. 
  
  On May 26, 2024, Ms. **** filed a credit reporting dispute with ******** regarding her loan. Affirm reviewed and investigated this claim and denied the dispute, confirming that the loan was reported accurately.
  
  For loan M9LH-3XVK, the account came past due when the payment due for May 24, 2020 was not made. The loan charged off on September 22, 2020.
  
  Ms. **** reached out between January 2, 2025 and March 6, 2025 and reported that the loan was unauthorized. The issue was flagged and escalated to our account safety team for review. The account safety team determined more information was needed and prompted her to submit a webform affidavit for review. 
  
  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 Ms. ****** request to remove reporting for loan M9LH-3XVK.
  
  Affirm has attached copies of Ms. ***** Truth-in-Lending Agreements and Loan Verification documents to this response for Mr. ***** review
  
  In the event that Ms. **** has any further questions, we encourage them to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 23rd around 3am while I was sleeping I had someone break into my affirm and buy $600 of CSGO game skins. I contacted Affirm right away and was advised "It's processing we can't do anything until its confirmed" I reached out to the merchant SkinSerpent and was told I couldnt cancel the fraudulent purchase because it was made off affirm. AFFIRM advised me they would investigate and it would be fixed. That did not happen. Affirm contacted me and told me I'm still responsible for the fraudulent charges done on my account by someone else. I contacted the vendor they also would not even told me the name of the person who used my acct stating that they can't give customer information out

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed the complaint, which states his concern regarding unauthorized Affirm loans that were generated in his name.
  
  Affirm's records indicate that loan N81H-078B was processed on February 23, 2025, for a purchase with the merchant, ***************, in the amount of $103.20. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $25.80. The loan became overdue on March 10, 2025.
  
  Affirm's records indicate that loan 1S8Q-TKGX was processed on February 23, 2025, for a purchase with the merchant, ***************, in the amount of $231.83. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $57.96. The loan became overdue on March 10, 2025.
  
  Affirm's records indicate that loan ZREG-BG9I was processed on February 23, 2025, for a purchase with the merchant, ***************, in the amount of $104.23. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $26.06. The loan became overdue on March 10, 2025.
  
  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. Please note that loans N81H-078B, 1S8Q-TKGX and ZREG-BG9I are not reported to Experian at this time.
  
  Affirm received Mr. ******** contact via phone and email on February 23, 2025 where he reported that loans N81H-078B, 1S8Q-TKGX and ZREG-BG9I were unauthorized. Affirm flagged and escalated the case for review to our Account Safety team. The Account Safety team followed up with Mr. ******* on March 6, 2025 and informed him that he remains responsible for loans N81H-078B, 1S8Q-TKGX and ZREG-BG9I. He was advised that the decision is final and the claim would only be
  re-addressed if he has new evidence to provide to substantiate his claim. Mr. ******* can send new evidence to ***************************************************************** with reference to case number ******** and our team will investigate accordingly.
  
  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.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23029992
  
  I am rejecting this response because:
  

  In order for me to provide any further evidence that proves these purchases were not mine.I would have to prove that I do not play the game that those purchases were associated with. It is entirely and completely impossible to prove that you do not do something. Their evidence that they told me was based on an IP address I. P addresses are easily spoofable And is in fact the whole purpose of a VPN And has no merit of being labeled as proof when it can be so easily faked.

  I those 2 facts alone show they are not protecting their customers from theft of their account and in order for me to make sure my account never gets used again I have to lock down my Credit until affirm closes, i die, or I change my social security number because they do not provide any sort of protections in house to stop your account from being used or reopened once it's been compromised Which is absolutely garish. Any credit provider out there allows you to lock your account from use for any reason for however long.  they do not.

  there have been an endless amount of failures from affirm,  two factor authentication failure,  consumer protection failure, failure to properly research, failure to safeguard future attacks

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

  

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to Mr. ********* BBB rebuttal complaint. Affirm has reviewed the complaint which states that Affirm has erroneously held him responsible for a loan he has not authorized and does not protect customers against fraud.
  
  ********************** 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 conducted an investigation into loans that were claimed as unauthorized (N81H-078B, 1S8Q-TKGX and ZREG-BG9I) and concluded that these loans were authorized by Mr. ******* and is responsible for payments on these loans. At Affirm, we take customer's account safety seriously and have multiple checks in place to prevent unauthorized activity and an investigation process when any unauthorized activity is reported. 
  
  Affirm requests customers to take certain precautions with their account. Mr. ******* can read more about the measures he could take to keep his account safe here (*****************************************). Additionally, Affirm on it's end also follows industry standards when it comes to protection of customer information. mr. ******* can read more about the measures Affirm takes to ensure our platform is safe and secure here (*****************************************/trust).
  
  He was advised that the decision is final and the claim would only be re-addressed if he has new evidence to provide to substantiate his claim. Mr. ******* can send new evidence to ***************************************************************** with reference to case number ******** and our team will investigate accordingly.
  
  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.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair 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.

  Called Affirm to handle an issue on the account. They informed me that the account was locked due to a report of an "unauthorized purchase" I have verified my account in the past with all the required information INCLUDING a picture of me with my driver's license. I have severe anxiety and don't like talking on the phone they told my husband I needed to call in and verify none of these purchases were unauthorized. I did everything they asked, I told them there were no unauthorized purchases and I recognized all the charges. They then proceeded to inform me that they needed to escalate this to another team. That was a week ago. I have always been a good customer; I have ALWAYS paid off my loans and here we are after a handful of years of being a customer with ********************** and I am being treated like a criminal. Someone FROM AFFIRM filed a false report which triggered this action and that is ILLEGAL. I will no longer be doing business with this company. They can try and paint this anyway they want but when it comes down to it, someone from Affirm filed a false report in MY NAME and they are making ME jump through hoops to get this matter resolved. I will NOT be doing any more business with this company. They had no right to cause this much stress and anxiety on me and to treat ME like the criminal when someone from AFFIRM filed a false report in my name. I guess it goes to show you that even if you verified yourself SEVERAL TIMES over the years and paid off all your loans and was a good customer they still treat you like a criminal.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed Ms. *********** complaint, which states her concern regarding her account being locked for a review of unauthorized activity.
  
  Ms. ********** called Affirm on February 26, 2025 regarding a loan inquiry and was advised by the Affirm ************* agent who she spoke with that her account had been locked. Ms. *********** was advised that no account information could be provided until her information was verified and her account was recovered. Ms. ********** indicated that she did not feel comfortable providing her information on this call and the call was ended.
  
  Ms. ********** contacted Affirm via webchat on February 26, 2025 regarding her previous interaction and was advised that for the security of her account, she must call in to verify her information and for further assistance. Ms. ********** was also advised that restrictions are placed on an account by ********************** when a review for unauthorized activity is being conducted and that the account would remain locked until a secure verification process was completed.
  
  Ms. ********** called Affirm again on February 26, 2025 regarding her locked account. The ********************** ************* agent who Ms. ********** spoke with advised that they would be unable to provide information regarding the account but that a review had been escalated.
  
  Ms. ********** contacted Affirm via webchat on March 3, 2025 and March 4, 2025 to express concerns regarding the locked status of her account and to indicate that she was not claiming that any of the purchases on her account were unauthorized. Ms. ********** was advised that her issue had been escalated and was under review.
  
  Ms. ********** submitted a loan application with Affirm on March 10, 2025 that was declined for identity verification reasons. On this same date Affirms Account Safety team emailed Ms. ********** a link to securely submit documentation for verification, which she completed successfully.
  
  Affirm took actions to remove the restrictions from Ms. *********** account on March 12, 2025 and a Secure Message was sent confirming that her information had been verified and that she was welcome to proceed with her loan application.
  
  Note that Affirm takes reviews of potential unauthorized activity seriously and appreciates Ms. *********** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and great care is taken in protecting consumer information.
  
  Affirm apologizes for the delay and frustration caused by this matter and appreciates Ms. *********** patience.
  
  In the event that Ms. ********** has any further questions, Affirm encourages her to reach out via ****************************************************.
  

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding two accounts listed on my credit report that I believe are the result of identity theft. As a victim of identity theft, I am requesting your assistance in investigating and removing the following fraudulent accounts from my credit report:AFFIRM *** (Opened Date: 6/1/2022, Account Number: ********)********************** *** (Opened Date: 3/1/2022, Account Number: ********)I have no knowledge of these accounts and did not authorize or open them. I have filed a complaint with ***************** regarding this issue and have enclosed copies of these filings for verification.Please investigate these accounts and take the necessary steps to remove them from my credit report. I appreciate your prompt attention to this matter and thank you for your assistance in resolving this issue.

  

  Business Response

  Date: 03/18/2025

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed the complaint, which states her concern that Affirm is reporting inaccurate information to the credit bureau about unauthorized loans in her name.
  
  Affirm's records indicate that loan 3ORT-R7NC was processed on June 9, 2022, for a purchase with the merchant, **** Club, in the amount of $340.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $33.14 due on the 9th of each month. The payment due on January 9, 2023 was not satisfied until May 8, 2023 when the loan was paid off.
  
  Affirm's records indicate that loan U4T9-KQ47 was processed on March 7, 2022, for a purchase with the merchant, StockX, in the amount of $345.71. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $33.70 due on the 7th of each month. The payment due on February 7, 2023 was not satisfied until May 8, 2023 when the loan was paid off.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent.
  
  Affirm has not received contact from Ms. ******** regarding the credit reporting of loans 3ORT-R7NC and U4T9-KQ47 nor any claim that the loans were unauthorized. Affirm escalated an unauthorized activity claim on her behalf to our Account Safety team on March 18, 2025. Affirm will follow up with her directly with an update on the investigation.
  
  If she believes these loans were unauthorized, she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify you of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  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. Affirm found that Experian removed the loans 3ORT-R7NC and U4T9-KQ47 from reporting based on an identity theft claim received from Ms. ********* As such, Affirm will no longer report the loans to Experian.
  
  In the event she has any further questions or concerns, we encourage her to reach out to *****************************************************

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item from ************** that was not received, because the meat I chose was out of stock and White Oak refunded me. I used Shop pay to pay for the item but they have not refunded my bank account for the full amount I paid.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed the complaint which states her concern about her refund.
  
  Affirm's records indicate that loan K69Q-1SJX was processed on February 3, 2025, for a purchase with the merchant, White Oak Pastures, in the amount of $65.36. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $16.34 due on the 3rd of each month. Ms. ******** paid the downpayment of $16.34 on February 1, 2025, and made a $49.02 payment on February 12, 2025. 
  
  On February 24, 2025, Ms. ******** reached out by email to ask about her refund. Affirm confirmed with Ms. ******** that her loan has been refunded in full and itemized the amounts for the downpayment and payment that she made. Ms. ******** followed up by email on March 5, 2025, requesting for her refund to be returned to her MasterCard. Affirm advised Ms. ******** that her loan has already been refunded and gave options on how to check her loan details online or via the mobile app.
  
  Upon receipt of this complaint, Affirm reviewed Ms. ********* loan and can confirm that on February 24, 2025, her two refunds for the amount of $16.34 and $49.02, totalling to $65.36, have been refunded back to her original payment method, MasterCard ending in *5051.
  
  In the event that Ms. ******** has any further questions or concerns, we encourage her to reach out to Affirm via **************************************.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a long and convoluted case but please bear with me as I explain it all in steps as they occurred. 1) July 2024 I booked a hotel in **** with no insurance without realizing their lack of flexibility in cancellation policies.2) December 2024 This was a double room so I wanted to cancel to get a more affordable room, but the hotel refused to cancel with a refund (even though the booking was not until 04/2025)-this is not the issue, but it is relevant. 3) I filed a dispute with affirm to see if the merchant who booked the hotel (expedia) would try to help with the reimbursement of the hotel. However, after digging into affirms policies realized that they could very well rule in expedia's behalf and I would both lose the booking and the money I paid for the booking (they would cancel without reimbursement) 4) At this point I called expedia and they said that if I wanted to make sure to keep my booking they would need to re-bill the booking. So I paid for it again with a different credit card and I cancelled my dispute with affirm.5) At this point I expected a refund either from expedia or from affirm once the dispute processed was closed and settled. However, expedia said affirm took back the money for the booking and affirm is refusing to reimburse what I paid.6) I have contacted affirm several times regarding this matter but seems like they have no idea what I am talking about and see no history of having taken the money back that they had paid to expedia.

  

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed the complaint, which states her concern regarding her missing refund.
  
  Affirm's records indicate that a virtual card loan JQJ7-3E71 was processed on July 28, 2024, for a purchase with the merchant, Expedia, in the amount of $2,250.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 bi-weekly payments of $750.00 due on the 28th of each month. Ms. ***** paid the downpayment of $750.00 on July 27, 2024. Two payments of $750 were made on August 12 and August 26, 2024. A payment of $452.77 was made on September 9, 2024.
  
  On November 11, 2024, Ms. ***** filled out our webform to dispute her transaction with *******. Affirm followed up by email on November 12, 2025 acknowledge the evidence that Ms. ***** sent, and on November 26, 2025 to advise Ms. ***** that the investigation is ongoing. On December 12, 2024, Ms. ***** reached out by phone to request for the dispute to be canceled as she has reached an agreement with *******. The dispute was successfully closed on December 18, 2024. Ms. ***** reached out by phone on December 23, 2025 to inquire about her refund for the amount of $1,195.35 and Affirm was not able to confirm the receipt of the refund to apply towards Ms. ****** loan. Between December 23, 2024 to March 3, 2025, Ms. ***** followed up regarding her refund by phone and by chat, further providing additional proof from her conversations with Expedia. Between these dates, Affirm continued investigating the issue and unfortunately, was unable to assist in refunding the loan.
  
  On March 10, 2025, the refund of $1,195.35 became available on Ms. ****** loan and the dispute was closed. Affirm reached out to Ms. ***** by email on the same day and advised her to check her email for a follow up in regards to receiving the refund. On March 11, 2025, Affirm emailed Ms. ***** to confirm her mailing address on file and expect a check for the amount of $1,195.35 within 30 days.
  
  In the event that Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 03/05/25 ******* 116th Street Fishers, IN I attempted to take advantage of a financing offer on the price tag of a laptop computer. The 2-D barcode sent to Affirm.com. I was asked for various personally identifiable information including name, address, social, card information, and photos of the front and back of driver's license and selfie of me. I uploaded all when prompted. I was told I was approved for ******* in purchases. I selected the notebook and a virus protection software and tried to purchase. The transaction would not go through. I called the company after I exited the store and was told by an Indian call representative that they could not go through with the transaction because they could not verify my identity. Where did the information go that I uploaded and provided? The system verified it was legible. The entire experience felt like a complete scam to get my personal information. I am requesting Affirm.com delete all my personal information and not sell it to anyone. This organization should not have an A+ rating.

  

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed the complaint, which states he was declined for a loan because of his identity despite submitting required documents. Additionally, he would also like his information to be deleted from our systems.

  Mr. ******** called Affirm on March 5, 2025 because he was declined for a loan since we were not able to verify his identity. At Affirm, we treat verification of our customers with the utmost care, and if we are not able to satisfactorily verify the identity of an applicant the loan is declined. This does not mean the applicant will never be approved for a loan with Affirm. Creditworthiness and identity of the applicant are attempted to be verified every time a loan application is submitted. Sometimes additional documents may also be required for verification purposes. These documents when requested are used for the purposes of verification only only and are stored and disposed off in a secure manner.

  Mr. ********** identity was initially verified leading to a loan offer and was provided options at checkout for his purchase. However, it looks like we were not able to convert the application into a loan. He was declined for a loan in his second attempt due to his identity being unable to be successfully verified. However, he received loan approvals on subsequent attempts but according to our records Mr. ******** did not accept the terms provided. Affirm requests Mr. ******** to attempt his transaction once again if he wishes to. We request him to contact Affirm if his transaction fails again.

  Please note that Affirm shares customer's 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.

  The California Consumer Privacy Act (""****"") (as amended by the California Privacy Rights Act) and Oregon Consumer Privacy Act (****) provides ********** and Oregon residents with rights 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, Mr. ******** is not a California or ****** resident and therefore does not qualify under the **** or OCPA. More information about Affirms Privacy Policy can be found at ****************************************.

  Affirm appreciates Mr. ********** patience while we responded to his complaint. In the event that he has any further questions or concerns, we encourage him to reach out to ****************************************************.