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:01/22/2024

  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.

  This place approved a purchase from Amazon only to lock me out of my account and claim that the email address didnt match. This purchase was made July 27th 2023. I still havent been able to access this account. They have escalated this numerous times and I submitted my ID for verification only for them to tell me they still wont let me access it. They reported to Experian that I was missing payments when I wasnt even able to access the account at all. I called and was told 3 different amounts were due. The associate named ***** found it a good idea to hang up in our face more than once. This place is a complete scam. I finally got them to give me what I think is the right payment amount and paid the account off. The big issue is they reported to Experian that I was late when honestly I didnt even know the amount due without access to the account.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to ***************************** BBB complaint which states her concerns with account access and credit reporting. 
  
  Affirm's records indicate that loan ONMM-O69A was processed on August 04, 2023 in the amount of $1,309.47 for a purchase with Amazon with a *****% APR to be paid over 24 monthly installments of $70.12. The loan received $350.60 in payments on December 12, 2023 and 1 payment of $1,067.83 on January 22, ****. The loan did not receive the September, October or November payment in a timely manner which resulted in the loan being late and reported as such. 
  
  Upon reviewing her complaint, Affirm found that ****************** had attempted to update her email on July 27, 2023 but failed due to a technical issue. As a result she did not receive proper notifications. Due to this reason, Affirm has removed reporting associated with loan ONMM-O69A. She should be able to see this update on her end in 3-5 business days. 
  
  Affirm also reviewed her call with the agent mentioned and found that during the call a third party joined the call. Unfortunately, account details can not be shared with third parties for security purposes. 
  
  Moving forward, if she is having difficulty submitting payment on the web, she can call Affirm at ************ from 7 AM to 10 PM CST seven days a week and a customer service agent will gladly assist her with different payment methods.
  
  In the event that she have any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************

• Initial Complaint

  Date:01/22/2024

  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.

  Jan 2, ****. I have been using this company 2 years. I was attempting to buy fuel injectors to repair my car. I am sight impaired I went to Affirm to apply for a loan. The loan wasn't processed right away. I had tried ordering injectors through advance auto online. Each injector 100 plus dollars I needed four. The transaction wouldn't go through. The sight froze. I left took my vehicle to a dealer that day and had it repaired the dealer bought the parts. 2 days Later I look on the Affirm sight and see I am being billed 70 per month for a $429 loan. I contacted Affirm they said they have changed their policy and I was issued a gift card through **************. That gift cards are non refundable. I have no gift card don't use gift cards. Have no use for a $400 gift card from Advance auto. Affirm stated this is something new. You are stuck with this gift card. I have dealt with Affirm for two years never late with a payment never used a gift card third party. This is a ploy being used to ensure they get money in the past if you didn't use all the money from a loan you weren't charged..There was no third party. Affirm stated they have no way to contact this ****************** and no way for me to contact them. They absolve themselves of any responsibility.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity in responding to ************************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan.
  
  Affirm's records indicate that on January 3, ****, ********************** obtained loan S3VB-QM0K for a Advance Auto Parts / Carquest eGift in the amount of $400.00. She agreed to loan terms of *****% Annual Percentage Rate (APR) and six monthly payments of $71.50.
  
  On January 9, ****, ********************** contacted Affirm via a webform requesting a full refund towards the purchase. On January 22, ****, ********************** called Affirm indicating she never received her gift card and requested for the loan to be refunded. She was advised of when the loan processed and was advised that the gift card was non-refundable but that her inquiry would be escalated.
  
  On January 29, ****, Affirm sent ********************** an email providing her with an activation link that is associated with loan S3VB-QM0K.
  
  We apologize for any frustration this situation may have caused for **********************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:01/22/2024

  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.

  I opened a savings account with ********************** on 01/06/2024. I have deposited $125,000 into this account directly from my bank.On 01/16/2024 I received an email to verify my account. On 01/17/2024 I clicked on the link and took a photo of my drivers license and did a facial scan. They have frozen my savings account until they have verified my identity. It is now 01/22/2024 and I don't have access to my funds and can't get help when you call the customer service department.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to Ms. ************** BBB complaint. Affirm has reviewed Ms. ************** complaint, which concerns her inability to access her Affirm Savings Account. 
  
  ********************** records indicate that Ms. ************** savings account had been frozen by Affirm's Account Safety Team on January 16, ****. Affirm may temporarily freeze an account for various security factors, including the activity on the account and the verification of the source of funds. In accordance with Affirm's Deposit Account Agreement under Section "Restricting Your Account; Blocking and Delaying Transactions", Affirm may decline or prevent transactions to an account for safety concerns.
  
  Ms. ************ contacted Affirm on January 17, **** and on January 22, **** to request insight as to why her account was frozen and how to regain access to the account. ********************** would like to apologize for any frustration that the inability to access her account may have caused. For Ms. ************** account safety and security, Affirm is unable to share specifics on what factors may have triggered the freeze. Rest assured that Affirm reviews and evaluates these situations accordingly.
  
  At this time, Affirm can confirm that Ms. ************** account has been unfrozen as of February 7, **** and Ms. ************ may access her Affirm Savings account as normal. 
  
  In the event Ms. ************ has any further questions or concerns, we encourage her to reach out to **********************************************************;
  

• Initial Complaint

  Date:01/22/2024

  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.

  On 12/19/2023 I went to create an Affirm account on their website, when inputting my *** I was informed an account already exists. Thinking I had already created one, I went to verify and update the information on the account. A verification email was sent to an email address that did not belong to me and ended in t*@yahoo.com; along with a phone number that did not belong to me ending in ****. I called the company that day and they opened up a fraud case and told me I will expect someone from the department to contact me with a resolution within 30 days. On 12/21/2023 I called back with more information and they told me theyd escalate the case. After not hearing back for a couple weeks on 01/10/2024 I called back for an update and they told me they had none and that theyd escalate it again and open up another case. I decided that day to file a report with the *** because Affirm refused to allow me to contact their fraud department and would not let me verify any information on the account. I had asked multiple times to verify the last four digits of the *** used and if the account was in delinquency and they would not even put a fraud alert on the account and told me they could do nothing. I went on their website on 1/19/2024 and submitted a fraud investigation request through their chat and attached my Drivers License and copy of the *** Fraud Affidavit. I called on 1/21/2024 to let them know I had submitted that and to ask why I had not had a resolution in the 30 day window and was told that my previous cases could not be found and there was nothing the supervisor could do but escalate my new case opened up on 1/21 and that someone would be in contact within 3-5 business days and a resolution within 30. Supervisor would not give me any information and would not give his name. I locked all three credit bureau reports on 1/22/2023 and Equifax in December with fraud alert attached to all three. Nothing has shown up on my credit report from Affirm at the moment.

  

  Business Response

  Date: 02/07/2024

  Thank you for you for the opportunity to respond to Mr. ******** BBB complaint which states his concerns with an Affirm account and his request o close the account.
  
  *********************** records indicate that ****************** reached out to the ************* team on January 18, **** to report that he discovered that an Affirm had already been opened with his information.  On January 21, ****, the team escalated the issue to the Account Safety Team for review. 
  
  On February 07, ****, the team completed their  investigation and found that no unauthorized activity took place successfully in his name.
  
  The team also placed restrictions on the Affirm account from making manual payments and obtaining any future loans.  The account will remain locked until he completes Affirms secure verification process. If he would like to move forward with securing his account or proceed with his request to close his Affirm account, he may do so by calling Affirm at ************. 
  
  Affirm apologizes for any inconvenience this may have caused ******************. In the event that he has any further questions or concerns, Affirm encourages for him to reach out to Affirm directly via email at ***************************************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21181380
  
  I am rejecting this response because: I received an email (attached below) saying that my complaint had been resolved and the account had been locked down and to regain access I needed to call Affirm. I called the company and they said that the case which had been opened and resolved was for a SHOP PAY account which had never before been mentioned to anyone I spoke with. I spoke to a gentleman named ***** who was extremely helpful. He locked down the fraudulent account I had been mentioning from the beginning and has prevented it from being used again until the case is resolved. I had been told for two months this could not be done but he did it for me in five minutes after verifying my identity and seeing that it was indeed fraudulent. He opened up the correct case for me as case number #********. Why did it take this long? I am beyond frustrated with affirm and the people I have been working with up until I spoke to *****. I have been consistently lied to and no one has gotten anything done correctly despite NUMEROUS phone calls. From getting my previous cases deleted from the system as if they never existed to only just now verifying that the fraud account was created with my SSN, I am tired. If this issue is not resolved quickly I will be taking the next step with my local police department and the Attorney General. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to respond to Mr. ******** BBB rebuttal complaint which states his concerns with an Affirm account and his request to close the account.
  
  *********************** records indicate that ****************** reached out to the ************* team on January 18, **** to report that he discovered that an Affirm account had already been opened with his information. On January 21, ****, the team escalated the issue to the Account Safety Team for review.
  
  On February 07, ****, the team completed their investigation and found that no unauthorized activity took place successfully in his name.
  
  The team also placed restrictions on the Affirm account from making manual payments and obtaining any future loans. The account will remain locked until he completes Affirms secure verification process. If he would like to move forward with securing his account or proceed with his request to close his Affirm account, he may do so by calling Affirm at ************.
  
  As for the case mentioned within the BBB complaint, Affirm has raised a request for this case to be reviewed by our Account Safety team as well. As soon as they have had the opportunity to review, they will be in direct contact with ******************* 
  
  Affirm apologizes for any inconvenience this may have caused ******************. In the event that he has any further questions or concerns, Affirm encourages for him to reach out to Affirm directly via email at ***************************************
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for the debt with Affirm. I do not have a contract with Affirm. When I requested they provide me with original contract, they DID NOT provide one.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint which states her concern with a loan reporting on their credit report that they did not authorize. 
   
  Affirm's records indicate that loan L2UV-PL6M was processed on September 26, 2023 for a purchase with the merchant, SeatGeek in the amount of $459.96. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $72.17 due on the 26th of each month. 
  
  She first contacted Affirm by phone on September 25, 2023 and explained that she had not authorized this transaction. The case escalated and on October 25, 2023, Affirm contacted the merchant to see if they could provide further information. 
  
  Affirm would like to sincerely apologize for the delay in resolution. As of February 7, ****, Affirm has requested an escalation for our Account Safety Team to review her request again. As soon as they have the opportunity to review they will be in direct contact with *************** 
  
  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 ****************************************************.
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  Affirm enabled me to get scammed out of $450 from a fraud store and refused to give me my money back. I bought a mobility scooter from a store called Upright Cane, and despite ordering a mobility scooter and receiving a cane, the scam store claimed the cane I received was not damaged so I don't get my money back, despite receiving the wrong product. The scam store said to send it back, despite the fact they have no address, their phone number is fake and they don't respond to emails. Affirm accepted this as their return policy, left it up to the seller, and closed my dispute and sends me texts and emails every day demanding payment for something I never received. NEVER use Affirm for anything. There is literally no way to get your money back and Affirm says too bad it doesn't matter that you got scammed, pay us anyways. Instead of cutting ties after 200+ complaints by people ordering scooters and receiving canes, Affirm still worked with them and continued to enable Upright Cane to scam disabled people out of hundreds of dollars. Affirm closed my dispute and basically said too bad pay us. I want Affirm to cancel the payments and amount "owed" for something I never received and never will receive.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indiciate that on December 5, 2023, ****************** obtained loan INAT-**** for a purchase with the merchant, Upright Cane in the amount of $449.96. She agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $149.99.
  
  On December 28, 2023, ****************** contacted Affirm requesting for loan to be refunded. Affirm sent he ran email requesting for more information that supported her request of a refund towards the loan. On January 2, ****, an email was sent to ****************** advising her that the loan was placed into an official dispute. ****************** provided Affirm with an image of an item she received from the merchant.
  
  On January 17, ****, Affirm sent ****************** an email advising that upon review of her dispute, she was found to be responsible for the loan as no evidence was received showing a refund was owed or that the merchant was working outside of their policies. She replied to this email voicing her displeasure with the decision and reiterated that the merchant was unresponsive to her attempts at obtaining a refund.
  
  On February 5, ****, ********************** request was reviewed again. Affirm sent her an email advising her that the loan was fully refunded and that the payment she previously made towards the loan was being sent back to her original payment method which can take 3-5 business days to process.
  
  We sincerely apologize for any frustration this situation may have caused ****************** and appreciates her patiences while we reviewed her request. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:01/22/2024

  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.

  There is a charge on my affirm account that is not mine. The charge says GameTime, which is a company selling tickets. I contacted Gametime and they told me someone with a different email and phone number used my Affirm account to purchase some sports tickets. This charge needs to be removed from my account ASAP. this is not mine. Remove ASAP.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to Mr. ****** BBB complaint which states his concern  with an Affirm loan that was taken out in his name that he did not authorize. 
   
  Affirm's records indicate that loan Z1ZV-X30G was processed on January 22, **** for a purchase with the merchant, Gametime in the amount of $1,392.00. This loan has terms of ****% Annual Percentage Rate (APR) and 3 monthly payments of $464.00 due on the 22nd of each month. 
  
  ************** contacted Affirm through the Affirm *********** on January 22, ****, explaining that they did not request this loan and it was fraud. The same day Affirm followed up with him and explained that we had placed restrictions on the account and once the investigation took place it could take up to 30 days. 
  
  On January 31, ****, Affirms Account Safety team contacted him via email and explained that the investigation found the claim to be in his favor and the loan was no longer his responsibility. Additionally the loan was refunded for the full $1,392.00. 
  
  Affirm apologizes for the frustration the situation has caused. In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  I purchased a baby bjorn swing at Amazon using affirm at checkout, I did return it back to Amazon and they refunded amount to Affirm on December 30th 2023 still to this date affirm says they havent received this amount back by Amazon and still charging me my monthly payment.Every time I call them they say the some as they have escalated the matter will take 5 business days to resolve and ask me to wait.*** been freed up with them and thought of complaining at this forum.

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to ************************* BBB complaint which states their concerns with an Amazon order that had been returned not reflecting refined on their Affirm loan. 
  
  Affirm's records indicate that loan Q1SR-8J26 was processed on November 28, 2023 for a purchase with the merchant, Amazon in the amount of $227.33. This loan has terms of ****% Annual Percentage Rate (APR) and 4 bi-weekly payments of $56.83. 
  
  *********************** reached out on January 12, ****, by phone and explained that they had returned their order to Amazon, but they did not see the refund reflecting on the Affirm loan. The Affirm agent advised them to work with the merchant as they handle the refunds. 
  
  *********************** sent in evidence to show the refund was processed to the order due to the return. Affirm then requested information from Amazon and any further details *********************** would want to provide. 
  
  As of February 7, ****, Affirm has requested that the dispute be reviewed further and will be in direct contact with *********************** once they have had the opportunity to review. 
  
  Affirm apologizes for the frustration the situation has caused. In the event that he has any further questions or concerns, Affirm encourages them to reach out to Affirm via ****************************************************.
  

• Initial Complaint

  Date:01/22/2024

  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.

  I use Affirm for merchandise I purchased on the Amazon Website but I cancelled the transaction with Amazon before the item shipped so therefore I did not receive the merchandise. I'm at my **** end, I have repeatedly provided the documentation showing the cancellation but some how Affirm has mixed up order # and refuses to research the issue with Amazon. I shouldn't have to pay for something I didn't receive, I have had to dispute this with bank because Affirm keeps saying they never received a refund from Amazon. I advise anyone to not do business with a shady company who is money grabbing and doesn't care about taking money from consumers that no merchandise has been provided to them. They are basically stealing money!

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding an expected refund for her canceled Amazon order. 
  
  Affirm records indicate that Ms. ****** Amazon loan (ID ********** was processed on September 8, 2023 in the amount of $122.29 with *****% APR. The agreed-upon repayment terms were for 2 monthly installment payments of $42.01  and one installment payment of $41.56 beginning on October 8, 2023. ************** has made three installment payments and the loan was paid off on December 7, 2023. No refunds have been processed towards the loan to date. 
  
  ************** contacted Affirm on October 20, 2023 to report that she was expecting a refund towards her loan as the associated order was canceled by Amazon. The responding Affirm agent encouraged ************** to provide evidence of her expected refund for Affirm to investigate further. On November 2, 2023, ************** provided a screenshot showing that her Amazon order #***-1417458-1000252 was canceled. ************** was advised on November 17, 2023 and November 20, 2023 that her Amazon loan ID ********* was associated with Amazon Order IDs 114-1242921-3080269 and 114-2363891-1069041. There is no record of an Affirm loan associated with #***-1417458-1000252. 
  
  At this time, ************** is encouraged to reach out to Amazon directly to request an update regarding her expected refund. If ************** receives any documentation from Amazon confirming that Order IDs 114-1242921-3080269 and 114-2363891-1069041 are due to be refunded, she may provide it to Affirm for review by emailing ***************************************. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to ****************************************************************;

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21179613
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/21/2024

  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 December 31, 2023 I used affirm to complete a purchase with Ashley ********* for 4 total pieces of furniture. 3 of the 4 pieces were shipped immediately and the 4th is to ship 2/6/2024. I received notification today 1/21/2024 an adjustment of $294.16 was made to my loan which is the amount of the 4th piece of furniture. I checked my loan and reached out to customer service to inquire. I spoke to both ***** and his supervisor ***** who just kept saying nothing at this point can be done. I would have to process a new Affirm loan to complete the purchase. However in doing this option, my monthly obligations would increase! My current affirm loan for ****** was kept at the same monthly amount, they just shortened the term, which doesnt help. No assistance or helpful options were presented.My loan paperwork (unless overlooked) give a processing time frame to close out the purchase. I was also not contacted prior to Affirm closing my loan with the adjustment. I would have confirmed they are still processing the furniture.

  

  Business Response

  Date: 02/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves his concerns with a recent purchase financing by Affirm. 
  
  Affirm records indicate that Mr. *************************** Homestore loan (ID ********** was processed on January 8, **** in the amount of $620.00. ************** agreed to make 12 monthly installment payments of $56.25 and the loan APR is *****%. No payments have been made to date. On January 21, ****, the funds that were not captured by the merchant were adjusted from ****************** loan balance, totaling $294.16.
  
  On January 21, ****, ************** contacted Affirm by phone to report that his loan had been refunded for the final item in his order that had not yet been shipped by the merchant. ************** expressed his concern as the merchant needed to capture the funds associated with this item once it was shipped. The responding Affirm agent advised ************** that the funds had been adjusted from his loan balance as the Virtual Card associated with ****************** loan had a processing cut-off date of January 21, ****. To that end, any un-captured funds associated with ****************** purchase would be adjusted from his loan balance to ensure that he is not charged for any funds that he did not use. Affirm would like to apologize for any inconvenience that this policy has caused in ****************** case. 
  
  ************** will need to utilize an alternate method of payment to proceed with the final item in his order with ****** Homestore. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21178145
  
  I am rejecting this response because:
  

  This poor apology still does not rectify the issue at hand. Affirm has done nothing to provide a solution to the problem, which concludes they do not care about their customers, just about making money. I had to open a new affirm loan and now I am paying more then expected monthly. What will affirm do to rectify that issue?

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

  

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal, which concerns his recent purchase with ****** Homestore. 
  
  Please note, although Affirm manages the financing of  the purchase associated with ****************** loan, the merchant is responsible for processing the transaction associated with the purchase. As mentioned in Affirm's previous response, each Affirm Virtual Card loan has a processing cut-off date after which the merchant will not be able to capture any additional funds. This policy is in place to ensure that customers are not charged for any unused or un-captured funds. To that end, any un-captured funds associated with ****************** purchase were adjusted from his loan balance as of January 21, 2024. 
  
  Please note, Affirm will never charge more than what is agreed to at the time of a  loan agreement. If ************** has any issues with a new Affirm loan, he is encouraged to report this to Affirm by reaching out to **********************************************************;