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:03/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used their services to protect my bank information and had discovered that it was a scam purchase. They are still ruling in favor of the merchant and trying to make me pay them back when my bank already gave me my money back. They have given me the run around over and over and over again and this point Im over it. I do not want it to hit my credit because of their incompetence

  

  Business Response

  Date: 04/09/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concern with having an overdue loan when she did not receive the order she requested. 
  
  
  Affirm's records indicate that loan C29H-3F0K was processed on February 4, 2024 for a purchase with the merchant, Tias Tots in the amount of $200.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 biweekly payments of $50.00. This loan currently reflects an overdue balance of $150.00. 
  
  
  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 the above loan is not a furnished loan but that could change in the future. 
  
  
  Additionally, the reason that Ms. ******* loan is reflection an overdue balance is due to chargebacks that have been filed on the payments made on February 3 and February 14, 2024. 
  
  
  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. The chargeback filed for February 3, 2024, for $50.00 showed that **************** won the chargeback. 
  
  
  Based on our records, these funds have not yet been returned to Affirm from Ms. ******* ***** She also has a chargeback pending for the payment of $150.00 from February 14, 2024. Once her bank finishes its investigation, the funds may be returned to Affirm or back to Ms. ******* payment method depending on their adjudication.
  
  
  **************** contacted Affirm for the first time through the Affirm *********** on February 15, 2024, explaining that she believed the merchant was fraudulent and that her order was never delivered to the correct city and that package size did not match to what was ordered. Affirm received her request and escalated it and asked her to please send any evidence she has to ***************************************. 
  
  
  She reached out again via Affirms chat service on February 26, 2024 and the Affirm agent once again asked for evidence. **************** promptly sent it that same day. **************** reached out again on March 1, 2024, via Affirms chat and stated she was not happy with the account being overdue. She was advised that the payments would still be due and that the request had been escalated again. 
  
  
  Affirm requested further evidence from both **************** and the merchant on March 5, 2024 and opened an official dispute. 
  
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  
  
  The dispute was closed on March 22, 2024, in the merchants favor and **************** was advised that due to the package showing delivered, we had closed the dispute. 
  
  
  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. 
  
  
  As of April 9, 2024, Affirm has requested that her concern be reviewed once more. As soon as Affirms Resolutions team has the opportunity to review they will be in direct contact with her. 
  
  
  Affirm apologizes for the frustration the situation has caused. In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via **********************************************************.
  
  

  Customer Answer

  Date: 04/09/2024

  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:03/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying desperately for nearly two months to get Affirm to loans for Amazon off my account that were authorized. I havent had an Amazon account for nearly two years, and no one I know used my account for Amazon loans. Ive spoken to countless customer service agents regarding this matter and was told I would still need to make the payments. I dont think its right I should have to pay for loans that arent mine. I think its unbelievable this company would allow anyone to access my account. I would like for this to be resolved before I take legal action.

  

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ***************** complaint, which states her concerns that Affirm loans were obtained in her name without authorization.
  
  Affirm received contact from ************** on February 28, 2024, where she reported that she had noticed Amazon purchases that she did not recognize.
  
  Affirm followed up with ************** on February 28, 2024, and informed her that Affirm's investigation could take up to 30 days to reach a resolution. On March 10, 2024, Affirm's Account Safety team sent ************** an email informing her that their investigation had determined she would remain responsible for repayment of the Affirm loans in question. This email also noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason the email encouraged ************** to complete Affirm's consumer protection Affidavit via the Affirm **** center and noted that once the completed affidavit was received, the investigation would be reopened and she would be informed of the outcome within 30 days.
  
  On March 31, 2024, Affirm's Account Safety team sent ************** another email, again encouraging her to complete Affirm's consumer protection affidavit. On April 8, 2024, the Account Safety team sent ************** another email asking that she complete the consumer protection affidavit in order to re-open the investigation. At this time, Affirm has not received the completed consumer protection affidavit.
  
  Affirm would like to encourage ************** to complete Affirm's webform which serves as an affidavit within Affirm's **** Center 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 her 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 ****************** 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 ************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21477980
  
  I am rejecting this response because:
  

  I never received any forms to complete an affidavit. Every time I open the letter to which is supposed to be, it ends up sending me back to the article that states what to do in case I have unauthorized loans on my account. I would like for Affirm to send me a the proper forms to complete my affidavit regarding the loans or I will take legal action. Ive already spoken to customer service and was told they would look into it; however, if Affirm wants me to fill out forms to have these loans taken off my account, I would need the proper paperwork or I will take legal action.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/15/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal complaint. Affirm has reviewed **************** complaint, which states her continued concern that Affirm loans were obtained in her name without authorization.
  
  On April 15, 2024, Affirms Account Safety team contacted you and advised that in order for the concern to be reviewed further we need the Affirm Affidavit to be completed. They included a PDF copy of this attached to the email dated April 15, 2024. We kindly ask that you complete this form and send it back to Affirm. Once received, we will review and get in direct contact with you on the adjudication. 
  
  Please know that we take these claims very seriously and appreciate ****************** 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 ************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21477980
  
  I am rejecting this response because:
  I have spoken to a supervisor explaining I have completed the affidavit form online, and was still told I was responsible for these unauthorized loans on my account until they can be resolved. As a result of Affirm approving these unauthorized loans and me following their instructions to file an affidavit, my credit score has dropped significantly. Affirm refuses to do anything about not taking these loans of my account and I have told the supervisor I will pursue legal action. Affirm states they are investigating and their investigation should take up to 30 days, yet they come back within a couple informing me I am responsible. I believe Affirm ***** on people calling back regarding unauthorized loans to pump out more information and use consumers information to scam and ruin their credit. This is highly unfair to expect your customers to pay for loans they did not authorize and ruin their livelihood just for the sake of a dollar. The only loan I owe is my ******** and once I am done that off, I will never do business with Affirm again.

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

• Initial Complaint

  Date:03/23/2024

  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 Affirm **** I do not have a contract with Affirm **** They did not provide me with the original contract as requested.

  

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that she is not liable for the Affirm loan in her name.
  
  Affirm records indicate that ******************** **** loan (ID ********** was processed on May 10, 2022 in the amount of $1,189.67. **************** agreed to make 18 monthly installment payments of $66.09 and the loan APR is 0.00%. No payments have been made to date and the loan became more than 120 days overdue.
  
  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. On October 9, 2022, ******************** loan was charged off to Affirm's third party collections partner, **********. **************** may contact ********** directly by calling ************** to arrange payments towards her loan.
  
  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 0FI5-F2RR.
  
  We have attached ******************** Truth in Lending disclosure for her convenience.
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:03/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since December 2022 I have been facing a few hardships that both increased my debt/expenses and decreased my income. Ive lost my job, home , and when I found a new apartment my rent doubled. Affirm was the ONLY company that not only made absolutely zero effort to assist with debt relief or payment management. When I had an issue with my payment method or requested to push a payment date to pay day they would not assist with resolving the issue and posted several delinquent remarks on my credit. The absolute worst and do not care about their customers at all.

  

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involved her claim that Affirm was unable to assist during her financial hardship and her request that late payments be removed from her credit report. 
  
  Affirm records indicate that ****************** has disputed the accuracy of credit reporting associated with five of her loans, IDs: 19CB-DRCU, AIBL-2XPN , 3R5F-Q0PI, C3BM-DLJ5 and 0611-I5W9. 
  
  Amazon loan (ID ********** was processed on April 24, 2023 in the amount of $138.57 with an APR of *****%. ****************** agreed to make 3 monthly installment payments of $47.43. The payments due on June 24, 2023 and July 24, 2023 were not satisfied until September 30, 2023. 
  
  Amazon loan (ID ********** was processed on January 18, 2023 in the amount of $686.92 with an APR of *****%. ****************** agreed to make 12 monthly installment payments of $62.32. Several payments towards the loan became more than 30 days overdue before the loan was settled on January 5, 2024. 
  
  Amazon loan (ID ********** was processed on January 27, 2023 in the amount of $199.00 with an APR of *****%. ****************** agreed to make 12 monthly installment payments of $18.06. Several payments towards the loan became more than 30 days overdue before the loan was settled on January 5, 2024. 
  
  Amazon loan (ID ********** was processed on January 25, 2023 in the amount of $290.63 with an APR of *****%. ****************** agreed to make 18 monthly installment payments of $18.27. Several payments towards the loan became more than 30 days overdue. 
  
  Amazon loan (ID ********** was processed on December 5, 2022 in the amount of $109.67 with an APR of *****%. ****************** agreed to make 12 monthly installment payments of $9.95. Several payments towards the loan became more than 30 days overdue before the loan was settled on November 10, 2023. 
  
  Please note, Affirm is unable to defer payments or change payment due dates. Rest assured, Affirm will not charge late fees or compounding interest on late payments. Customers are encouraged to make payments as soon as they are able as Affirm report loan activities to Experian on a regular basis.
  
  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, Affirm has confirmed that all credit reporting is accurate. Affirm must respectfully decline Ms. ******** request to remove these loans from credit reporting. 
  
  In the event ****************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

• Initial Complaint

  Date:03/23/2024

  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 debts with Affirm.com, I do not have a contract with Affirm.com, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint which concerns his claim that he is not responsible for the Affirm loans in his name. 
  
  Affirm records indicate that eight loans are being reported to Experian in ******************** name, loan IDs: MN1R-4HJ6, M8U6-I8HF, 93EH-F6S5, T9EC-SPJ6, ORZU-JXOT, WU3B-NN16, Y7CZ-OWUF, and APOV-PN4U. 
  
  Amazon loan (ID: ********** was processed on February 10, 2022 in the amount of $446.08 with an APR of *****%. **************** agreed to make 12 monthly installments of $28.04 due on the 10th of each month. The payment due July 10, 2022 was not satisfied for over 120 days and as a result, the loan was charged off to ********** on November 8, 2023. **************** may contact ********** directly by calling ************** to make payments towards his loan. 
  
  Amazon loan (ID: ********** was processed on August 15, 2023 in the amount of $230.50 with an APR of 0.0%. **************** agreed to make 12 monthly installments of $16.33 due on the 15th of each month. Additionally, a down payment of $34.58 was submitted on July 14, 2023. The payment due July 15, 2023 was not satisfied for over 120 days and the loan was charged off on November 13, 2023 to **********.
  
  Amazon loan (ID: ********** was processed on September 19, 2022 in the amount of $198.20 with an APR of *****%. **************** agreed to make 12 monthly installments of $17.98 due on the 19th of each month. The payment due July 19, 2023 was not satisfied for over 120 days and the loan was charged off on  November 17, 2023 to **********. 
  
  Amazon loan (ID: ********** was processed on October 3, 2022 in the amount of $134.44 with an APR of *****%. **************** agreed to make 12 monthly installments of $18.18 due on the 3rd of each month. The payment due August 3, 2023 was not satisfied for over 120 days and the loan was charged off on December 2, 2023 to Affirm's third party collections partner, **********. **************** may contact ******* directly by calling ************** to make payments towards his loan. 
  
  Amazon loan (ID: ORZU-JXOT) was processed on October 11, 2022 in the amount of $289.24 with an APR of *****%. **************** agreed to make 12 monthly installments of $33.62 due on the 11th of each month. The payment due on July 11, 2023 was not satisfied for over 120 days and the loan was charged off on November 9, 2023 to **********. 
  
  Amazon loan (ID: ********** was processed on December 9, 2021 in the amount of $686.72 with an APR of *****%. **************** agreed to make 24 monthly installments of $33.62 due on the 9th of each month. The payment due July 9, 2023 was not satisfied for over 120 days and the loan was charged off on November 9, 2023 to **********. 
  
  Amazon loan (ID: ********** was processed on April 21, 2022 in the amount of $281.83 and a loan APR of *****%. **************** agreed to make 18 monthly installment payments of $17.71 due on the 21st of each month. The payment due on July 21, 23 was not satisfied and became more than 120 days overdue. The loan was charged off on November 29, 2023 to **********. 
  
  Walmart.com loan (ID: ********** was processed on June 1, 2021 in the amount of $163.07 with a loan APR of *****%. **************** agreed to make 6 monthly installment payments of $29.53 due on the 21st of each month. This loan was paid off on December 21, 2021. 
  
  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 the aforementioned loans from credit reporting. 
  
  For ******************** convenience, the Truth in Lending disclosures for each loan have been attached for his convenience. 
  
  In the event that **************** has any further questions or concerns, we encourage him to reach out to Affirm via *******************************************************************.

• Initial Complaint

  Date:03/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being billed for a car reservation that was canceled on the same day it was made in February yet I'm still being billed for this purchase I opened a dispute on February and was told it would be resolved in 2 to 3 business days then it was 90 day then it was 120 day and I was not responsible for the purchase now today I get a text saying my bill is overdue and they can't find the dispute

  

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed Ms. ********* complaint, which states her concerns with receiving a refund towards her purchase. 
  
  Affirms records indicate that loan RWG4-DQ3E was processed on February 9, 2024, for a purchase with RentalCars.com for $350.00. The repayment terms of the loan are 6 installments of $63.92 at an APR of *****% with payments due on the 9th of each month. On February 8, 2024, prior to the loan fully processing a refund amount of $312.69 was applied to the principal balance. On March 24, 2024, the loan received an additional refund amount of $6.31. This has left the loan with a current remaining balance of $32.87. 
  
  On February 18, 2024, Affirm submitted a dispute to our payment processor as ******************** had advised that loan RWG4-DQ3E was due an additional refund. Affirm sent ******************** a secure message within her Affirm account on February 27, 2024, confirming the dispute had been submitted and was in progress. This communication noted that once submitted to Affirms payment processor, the dispute could take up to 45 days to reach a resolution, along with confirming that while the dispute was in progress, payments towards the loan were not due. 
  On March 10, 2023, Affirm followed up with ******************** again and confirmed that the dispute was ongoing, along with noting that Affirm had received the refund amount of $6.31, but the merchant had captured funds of $31.00. 
  
  On March 24, 2024, Affirm followed up with ******************** via secure message and informed her that the dispute had reached a resolution in the merchants favor. This message explained that during the dispute process, Affirm relies upon evidence received from both the merchant and the customer as well as merchants policies and procedures and noted that Affirm had contacted the merchant, who advised that although the purchase was canceled, the purchase was non-refundable. While the merchant had issued the refund of $6.31, they advised that no additional refunds are due. 
  
  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.To that end, Affirm was unable to resolve this dispute in Ms. ********* favor. 
  
  Affirm apologizes for any inconvenience or frustration caused by this outcome. However, at this this time we must encourage ******************** to work with the merchant directly regarding her refund request as all returns, refunds, and matters of order fulfillment and cancellation are subject to the policies put in place by the merchant. 
  
  In the event that ************************; has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21475915
  
  I am rejecting this response because:
  I sent you a copy of the email from rental car.com saying they received no money 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/15/2024

  Thank you for the opportunity to respond to Ms. ********* BBB rebuttal complaint. Affirm has reviewed Ms. ********* complaint, which states her continued concerns with receiving a refund towards her purchase.
  
  On March 24, 2024, Affirm followed up with ******************** via secure message and informed her that the dispute had reached a resolution in the merchants favor. This message explained that during the dispute process, Affirm relies upon evidence received from both the merchant and the customer as well as merchants policies and procedures and noted that Affirm had contacted the merchant, who advised that although the purchase was canceled, the purchase was non-refundable. While the merchant had issued the refund of $6.31, they advised that no additional refunds are due.
  
  We appreciate the evidence she sent with her BBB rebuttal, however the evidence provided does not substantiate her claim.  
  
  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.To that end, Affirm was unable to resolve this dispute in Ms. ********* favor.
  
  Affirm apologizes for any inconvenience or frustration caused by this outcome. However, at this this time we must encourage ******************** to work with the merchant directly regarding her refund request as all returns, refunds, and matters of order fulfillment and cancellation are subject to the policies put in place by the merchant.
  
  In the event that ******************* has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21475915
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/22/2024

  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 Friday, March 22nd, affirm locked me out of my account for suspicious activity. They said it would take a few hours for an unlock. They still havent unlocked my account. Also when applying for an Affirm loan and that I was prequalified for, at the checkout page it was denied because they couldnt verify my identity. Many times I have went to that same page with the same amount to checkout and got through to it. The time I was going to actually purchase it, it locked up.

  

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** account, which involves his concern that he has been unable to access his Affirm account.
  
  ********************** records indicate that ******************** account was marked as experiencing unauthorized activity on March 22, 2024. Affirm's Account Safety Team investigated ******************** account to determine that Affirm is unable to remove the restrictions on his account due to a technical issue. At this time, **************** will be unable to obtain financing with Affirm, and must use an alternate payment instrument for his desired purchase.
  
  Affirm would like to apologize for any inconvenience that this may cause. In the event **************** has any further questions or concerns, we encourage him to reach out directly via email at ***************************************

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21475057
  
  I am rejecting this response because: I never marked my account for unauthorized activity. It was all me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/11/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal, which states his concern regarding regaining access into his account. 
  
  
  As stated in Affirms initial response to Mr. ******* complaint, Affirms Account Safety team has reviewed Mr. ******* account and have determined that it cannot be recovered at this time and will remain frozen. **************** will need to utilize a different payment method at checkout. 
  
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21475057
  
  I am rejecting this response because:
  

  I will make a new account

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

• Initial Complaint

  Date:03/22/2024

  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.

  Took a loan to pay for a flight order with American Airlines. American Airlines did not process the order with the Affirm loan but with flight credits that on account. American Airlines cannot refund the loan because they did not process the order with the funds. I supplied all details to Affirm customer service and they have refused to cancel the loan

  

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that she has not received the refund that she is expecting for an unsuccessful order associated with her Affirm loan. 
  
  Affirm records indicate that ******************** AmericanAirlines loan (ID ********** was processed on January 3, 2024 in the amount of $1,041.40. **************** agreed to make 12 monthly installment payments of $103.81 and the loan APR is *****%. **************** made two payments towards the loan on January 25, 2024 and on February 22, 2024, each in the amount of $103.81.
  
  On February 23, 2024, **************** contacted Affirm to report that the merchant did not have a record of the booking associated with her Affirm loan. **************** was asked to provide additional documentation related to her claim by the responding Affirm agent. Affirm would like to apologize for any confusion that this process may have caused, as another Affirm agent requested the same information from **************** on February 24, 2024. An official dispute was not opened to investigate ******************** claim until March 2, 2024. 
  
  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. The initial dispute was resolved on March 21, 2024 in favor of the merchant as American Airlines stated that the purchase was non-refundable. However, the merchant did not confirm ******************** claim that the order had been purchased using a flight credit, not using the funds associated with her Affirm loan. ******************** claim was reviewed further on March 25, 2024. The investigating Affirm agent advised **************** of this via email. 
  
  On April 1, 2024, Affirm confirmed that **************** was due a full refund towards her AmericanAirlines loan. This refund was processed successfully and her previous payments were refunded her original payment instrument. **************** was advised of this outcome via email. At this time, she is no longer responsible for the payments associated with this loan. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  Date:03/22/2024

  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 received an email from Affirm with my loan confirmation, but I did not take out a loan. Someone took out a loan in my name that I did not authorize in the amount of ****** (****** including the finance fee). When I called them they informed me that there were 2 additional loans pending on my account! I have not used Affirm in years and the account is still under my maiden name. I received no call or text with any security measures as this person was applying for a loan under my name, but if I want to contact Affirm just to talk to someone I need a code texted or emailed to me. I filled out a form on their website reporting the fraud, but I have no trust in Affirm and I do not believe they will do their due diligence. I need this loan terminated immediately and taken off my credit report.Loan details:Loan ID: 8D2D-W3KJ Amount: ******, ****** including finance charge Loan ID *********: ******, ****** including finance charge Loan ID *********: ******, ****** including finance charge Total owed including finance charges: ******** I have also reported this to the ****

  

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that unauthorized activity has taken place on her Affirm account. 
  
  ********************** records indicate that three ***** loans were processed on Ms. ******* Affirm account, loan IDs: *********, 2NKR-FD17 and 8D2D-W3KJ. On March 21, 2024, Ms. ***** contacted Affirm via the *********** to report that unauthorized activity had taken place on her Affirm account. On March 22, 2024, an Affirm agent followed up with Ms. ***** to advise that the unauthorized activity investigation could take up to 30 days to be resolved. 
  
  On March 25, 2024, a member of Affirm's Account Safety Team advised Ms. ***** that the aforementioned loans were confirmed to be unauthorized. As a result, Ms. ***** is no longer responsible for these loans. 
  
  Restrictions on Ms. ****** Affirm account have been placed to prevent any future loans from being obtained. The account will remain locked until Ms. ***** completes Affirms secure verification process. In order to proceed with this process, we encourage Ms. ***** to please call Affirm Customer Care  at ************. 
  
  Affirm thanks Ms. ***** for her patience with this matter. In the event that Ms. *********** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024 I received an email notification stating someone has opened an affirm line of credit I contacted affirm and informed them that I did not create an account with them. The issue with affirm is that they only save the persons email and phone number as the only way to access the account information so when I provided my name phone number email and last four of my social they could not find that account. The account is now over drafted and has incurred late fees this was fraudulent account created using my name and social security number I have contacted affirm and attempted to get all the information relating to this account they have denied me that information. I have provided them with an email from my place of employment stating that I a ******* Highway patrol trooper was in ***** during the dates that the account was created and could not have physically been in two states at the same time. I believe this company is aiding a fraudulent group since there is no American contact phone number They refuse to provide any information about the account They have not investigated the claims The phone number and email address listed on the account belongs to someone else that they have not contacted They have not contacted my employer to request further proof that would concretely show that I was deployed to ***** the duration of my deployment mode of transportation hotel and other information

  

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves his concern that unauthorized activity has taken place on his Affirm account. 
  
  ********************** records indicate that two ******* loans were processed on ****************** Affirm account: IDs KBZT-8NDK and PK0N-482R. Loan PK0N-482R was processed on November 15, 2023 in the amount of $400.00. The loan terms include 12 monthly installment payments of $38.99 and the loan APR is *****%. No payments have been made to date. Loan KBZT-8NDKwas processed on November 15, 2023 n the amount of $200.00. The loan terms include 6 monthly installment payments of $36.31 and the loan APR is 29.98%.  No payments have been made to date.
  
  On February 23, 2024, ************** contacted Affirm to report unauthorized activity in his name. An unauthorized activity investigation was initiated. On February 27, 2024, a member of Affirm's Account Safety Team advised ************** that he would remain responsible for the loans in his name. However, ************** was advised that he could complete a consumer protection affidavit through Affirm's *********** to provide additional information that could support his claim for further review. This information was reiterated to ************** via email on March 12, 2024 and on April 4, 2024. 
  
  In order to investigate this matter further, we ask Mr. *********** to complete an affidavit to provide further information related to his claim. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported. 
  
  In the event that ************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;