ComplaintsforAffirm.com

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently changed my phone number. When I attempted to log in to my Affirm account, the two factor authorization asked me a code that was texted to me. I was unable to retrieve it, as I no longer had access to the number. I attempted to update it on the website and app. Both methods asked me to verify my identity using a third party application. I uploaded pictures of both my drivers license and my passport on 7 different occasions and the app was unable to verify my identity. It kept telling me to try again later. I contacted customer service and the agent told me that he did not have the authority to update my number or verify my identity. He was also unable to provide me contact information of anyone within the company that could complete this. After finishing the phone conversation, the gentleman called me back and said he verified my phone number and it should work now, however, it still does not work. I am unable to log in and pay my bills. I would like to get access to my account.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding her attempts to update the phone number on her account. 
  
  
  ************** called Affirm on June 25, 2024 and stated that she had changed her phone number and needed to update it on her Affirm account. Please note that Affirm takes contact information change requests very seriously, as a customers phone number is a crucial aspect of their Affirm login credentials. 
  
  
  The Affirm ******** Care agent placed an outbound call to the new phone number that ************** was requesting in order to verify ownership. On June 28, 2024, ************** received a follow up email confirming that the new phone number ending in ***** had been applied to her account and that she should be able to login using this new number. 
  
  
  If ************** is still experiencing issues with logging into her account, ********************** asks that she call in directly at ************** between the hours of 7 am and 10 pm CST seven days a week.
  
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of ************************************ the amount ******** using the Affirm payment method. With interest and taxes when paid off the total from Affirm is $1,617.46. I filed a complaint with BBB about this issue about 30 days ago. I received a $600 gift card from Amazon on 6/20. I also asked that they notify Affirm of the return, as to stop the monthly deduction from my checking account of $67 on the 1st of every month. Amazon's response to this, as provided in email evidence is "Regarding the future payments, as Affirm paid on behalf of you, you will have to pay the installments." Furthermore "As this is a seller fraud case, I would request you to reach out to Affirm to file a dispute." This is exactly, what I did, for the 5th time since August of 2023. To be told once again that this is an issue with the merchant being Amazon. So here I am again filing another complaint, to try and have Amazon reach out and simply inform Affirm of the return, so they will stop debiting my account for a sofa I never received. This experience to get both companies to do what's right has been a frustrating, exhausting and humiliating experience. If Amazon has what they call an A to Z guarantee on third party sellers, why was it not relevant in my case. Not to mention that someone was able to contact Amazon in August 2023, through my account and receive a $1,200 gift card, instead of Amazon refunding to the original payment method of Affirm. I have been lied too, humiliated, and disregarded by both companies for a year. Meanwhile, the seller who Amazon admits scammed me is allowed to continue selling on the platform, and has scammed many others since then. I've submitted evidence of this as well. Shame on both companies.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states her concern regarding the refund for her loan.
  Affirm records indicate that ************** Amazon loan U9BY-H290 processed on August 1, 2023 in the amount of $1,206.15 with *****% APR. The agreed-upon repayment terms were for 24 monthly payments of $67.43 on the 1st of each month.
  On August 29, 2023, ************** called in to Affirm and stated that she did not receive the order and had been waiting on a refund since August 12, 2023. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  ************** followed up again on September 4, 2023 and provided documentation to substantiate her claim that she was due a refund. Affirm provided ************** with the steps to contact Amazon directly and request a refund.
  Affirm did not hear back from ************** until April 26, 2024, in which she called in to confirm that the order had still not been delivered. Affirm provided ************** with a link to the dispute webform on the *********** on April 27, 2024. ************** completed this webform on June 27, 2024 and stated that she had purchased the item through a third-party seller on the Amazon Marketplace.
  Per **************, the third-party seller had been removed from Amazon. ************** called in to Affirm on the same date and stated that she felt the third-party seller had been conducting a scam and that she had received a gift card from Amazon for only half of the total order amount.
  On June 27, 2024, ************** sent in more evidence in regards to her claim. Affirm encouraged ************** to continue working with the merchant directly on June 30, 2024.
  Affirm received a full refund from the merchant on July 9, 2024. As a result, all of the payments that ************** made toward the loan were refunded back to her original payment method. Affirm asks that she please allow 3-5 business days for these funds to be processed back onto her account. ************** is no longer responsible for the repayment of this loan and her remaining balance is now $0.00.
  In the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Affirm owes me $514. ******. I cancelled a cruise with Royal Caribbean and they refunded the money to my Affirm account. It has been about a month and Affirm has not send me my money yet. My loan with them was fully paid off, therefore I demand this company to give my money back immediately. I have called and spoken yo close to ten customer service staff and supervisor and no one is competent enough to help me with my issue.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which states her concern regarding her refund.
  
  
  Affirm records indicate that ************************ ***************************** loan VNWH-4E2N processed on October 25, 2023 in the amount of $956.74 with 0.00% APR. The agreed-upon repayment terms were for 4 payments of $239.18 made biweekly. 
  
  
  ********************** made 3 payments of $239.18 on November 9, 2023; November 23, 2023; and December 7, 2023, respectively. A final payment of $239.20 was submitted on December 21, 2023, which settled the loan. A partial refund of $756.74 was issued toward ************************ loan on June 11, 2024 by the merchant. 
  
  
  On June 14, 2024, ********************** called in to ask how long it would take for her refund to be issued back to her original payment method. The Affirm ******** Care agent informed ********************** that it could take up to ******************************************** her bank account. ********************** followed up on June 17, 2024 and stated that she still had not received the refund. 
  
  
  The ******** Care agent informed ********************** that the next day, June 18, 2024, would be the fifth business day and encouraged her to call back if the funds still did not appear in her bank account. ********************** called back on June 18, 2024. The ******** Care supervisor that she spoke to confirmed that her payments would need to be refunded via check as they were made more than 180 days prior. 
  
  
  When a refund check is issued, it may take up to 30 days to be received by the customer. ********************** followed up with ********************** on June 18, 2024 to confirm her mailing address. On June 27, 2024, ********************** called in for an update and Affirm again informed her that it may take up to 30 days to receive the refund check. 
  
  
  Affirm can confirm that a refund of $239.20 was issued back to ************************ MasterCard ending in *8104 on June 11, 2024 and a refund check of $517.54 for the remaining amount was issued on June 28, 2024. ********************** received an email on June 28, 2024 informing her that the check was in the mail and would arrive within 2 weeks via USPS. 
  
  
  However, during this time, ********************** filed chargebacks with her financial institution for her payments made on November 9, 2023; November 23, 2023; and December 7, 2023. To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. 
  
  
  Based on Affirms records, these funds have not been returned to Affirm from ************************ bank. Since Affirm no longer has those funds, ************************ loan became overdue. When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. 
  
  
  ********************** called in on July 5, 2024 and asked why she was receiving notifications that her loan was overdue and would be charged off to collections. The ******** Care agent explained that this was due to the chargebacks on her previous payments and that, while she had paid the loan off, since the funds had been taken from Affirm, her loan was now overdue. 
  
  
  To prevent charge off, ********************** made a payment of $200.00 over the phone toward the loan. Due to the confusion, Affirm has ensured that this loan will not be reported on ************************ credit.
  
  
  ********************** currently does not owe Affirm any further payments for this loan. Once ************************ chargebacks are settled with her financial institution, Affirm will issue any additional refunds owed, if there are any. 
  
  
  Finally, Affirm has requested that a new refund check be issued to ********************** since she has indicated that she did not receive the check mailed on June 28, 2024. If ********************** receives this refund check, she is encouraged to reach out directly to notify Affirm. 
  
  
  In the event that ********************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Affirm for a flight with American Airlines. By virtue of how flights work, I bought early, but the flight was canceled. After much back and forth, American Airlines advised me to do a charge back, but Affirm was unwilling to do so.Action Item for Affirm:Please review the circumstances of my purchase and the subsequent cancellation by American Airlines. Given that the airline has acknowledged the cancellation and advised a chargeback, I request that Affirm reconsider its decision and process the chargeback for the canceled flight. Your assistance in resolving this matter promptly would be greatly appreciated.

  

  Business response

  07/11/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed his complaint which states his request of a refund towards a loan by a merchant.
  
  Affirm's records indiciate that on January 11, 2024, loan 8ZIH-4DSK processed with the merchant, American Airlines for $749.61 with loan terms of 9.98% Annual Percentage Rate (APR).
  
  On February 6, 2024, he made payments of $254.04 and $500.92 to settle the remaining balance.
  
  On June 27, 2024, he contacted Affirm indicating he was owed a refund. Affirm advised him to contact the merchant directly as the loan processed more than 60 days ago and could not be disputed. Later that day, the merchant provided a refund in the amount of $358.99. This amount was sent back to his payment method on file.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that he has any additional questions, we ask for him to contact Affirm directly via ****************************************************.
  
  

  Customer response

  07/12/2024

   
  Complaint: 21912620
  
  I am rejecting this response because: due to how airline ticketing pricing works, requiring customers to buy tickets as early as possible - often more than 60 days of advance of departure, Affirms policy of 60 days to dispute a charge does not sufficiently protect the consumer with the ability to dispute charge. Because of that, I am rejecting this response as it only addresses part of the issue at hand - the actual refund.
  

  To address the complaint in full, a review of the 60 day policy to dispute charges - for airline ticketing - must be reviewed. This complaint will be forwarded to the ************************************ to ensure adequate follow up.

  Thank you.

  

  Business response

  07/18/2024

  Thank you for the opportunity to respond to ************************ BBB rebuttal, which involves his concern that he was unable to dispute his Affirm loan due to the age of the purchase.
  
  As stated in Affirm's previous response, the merchant issued a refund of $358.99 towards the loan on June 27, 2024. In the event that ******************** is due a further refund, he is encouraged to continue working directly with the merchant to determine if any refunds are due.
  
  Please note, Affirm takes ************************ feedback seriously, and will use it to continually improve our services. In the event ******************** has any further questions or concerns, we encourage him to reach out to ****************************************************.

  Customer response

  07/18/2024

   
  Complaint: 21912620
  
  I am rejecting this response because again, it does not address the issue of policy change. Due to the unwillingness of affirm to acknowledge this issue of policy change, I will have to forward this issue to the consumer protection bureau. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of original transaction: 4/8/2024 Purchased tickets through ******************** for $612.48 Event was cancelled.******************** issued refund in the amount of $612.48 to Affirm.I received $326.68 in refund from Affirm.I paid Affirm $361.12 toward the loan before the event was cancelled.Affirm refuses to refund the $361.12 in personal payments that I made directly to them.

  

  Business response

  07/11/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concern regarding the refund for his loan. 
  
  
  Affirm records indicate that Mr. ******* EventTicketsCenter.com loan 8E37-RFYQ processed on April 8, 2024 in the amount of $622.43 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $61.12 on the 8th of each month. **************** had made a payment of $61.12 on May 8, 2024 and a payment of $300.00 on May 25, 2024. 
  
  
  On June 25, 2024, the merchant issued a partial refund of $612.48 toward the loan. **************** was issued a refund of $326.68 for his payments made on May 8, 2024 and May 25, 2024 back to his original payment method. **************** reached out to Affirm on June 27, 2024 and asked why he was not issued the full refund for his payments. 
  
  
  The Affirm ******** Care agent informed **************** that the merchant had only issued a partial refund and that he therefore still owed Affirm the $9.95 difference. Additionally, accrued interest is generally non-refundable as this is the cost of doing business with Affirm. **************** was therefore additionally not issued a refund for the $24.49 that he had already paid in interest. 
  
  
  To break it down further: $622.43 (loan amount) - $612.48 (refund issued by the merchant) + $24.49 (accrued interest) = $34.44 (amount still owed to Affirm) 
  
  
  Affirm can confirm that the $34.44 was removed from Mr. ******* previously made payments and this loan is therefore settled. **************** is no longer responsible for any further repayment. 
  
  
  For more information regarding how Affirm applies refunds, **************** can visit the *********** at ***************************************************************
  
  
  As a result of this investigation, Affirm has determined that there are no further refunds due. In the event that **************** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  

  Customer response

  07/11/2024

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 12,2024 I made a purchase on Chewy.com for $221.68 using the Affirm credit card 4288 1306 022 3893. The next day the item was received and returned to *****. I got an email saying that they had received the item & the amount for $221.68 was refunded to the Affirm credit card.Now, I see that this refund amount is pending in the Affirm account & will not clear until $2.05 is satisfied by Chewy. ***** states that they did put a pending hold of $223.73, but it was cleared after the shipment was made and the completed charge was $221.68. That is where the $2.05 difference is. I contacted Affirm both ***************** with no resolve. They are saying that the computer system will not change until the full amount is paid. They expect me to pay the full amount & are refusing to credit me this Chewy refund amount. I have included documentation and correspondence. Affirm is saying because there is a $2.05 pending amount, they expect me to pay the full amount in installments.

  

  Business response

  07/12/2024

  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 she is expecting after the order associated with her loan was returned. 
  
  Affirm records indicate that ******************** Chewy loan (ID ********** was processed on June 17, 2024 in the amount of $224.00. **************** agreed to make 12 monthly installment payments of $18.67 and the loan APR is 0.0%. The loan was refunded in full on July 5, 2024. 
  
  On June 26, 2024, **************** contacted Affirm to request that her loan be voided as the merchant issued a refund towards her Affirm loan. Upon review, Chewy issued a refund of $221.68 towards the Virtual Card associated with ******************** loan on June 20, 2024. However, a pending amount of $2.05 remained on the Virtual Card. Loans are unable to be voided while the merchant holds a pending charge, as they are able to capture these funds. This amount was adjusted on July 5, 2024, which allowed the loan to be voided. 
  
  Affirm would like to apologize for the delay in voiding ******************** loan. At this time, she is no longer responsible for the loan in her name. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer response

  07/13/2024

  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. But only after multiple calls and emails on my part, was this resolved.  I had to end up doing a 3 way call with Chewy, Affirm, and myself. I will not use Affirm in the future.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with AFFIRM **** they did not provide me with the original contract as I requested.

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint, which states her concern regarding unauthorized loans on her credit report. 
  
  
  Affirm records indicate that Ms. ****** Walmart.com loan YWRZ-JLVN processed on December 27, 2022 in the amount of $377.79 with *****% APR. The agreed-upon repayment terms were for 18 monthly payments of $26.02 on the 27th of each month. The payment originally due on January 27, 2024 was never satisfied. 
  
  
  When an Affirm payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of Affirms third-party collections partners. As a result, this loan was charged off on May 27, 2024 and is currently being serviced by TrueAccord. 
  
  
  Ms. ****** other loan, loan ID GTQI-7L4K with Best Buy, was processed on December 18, 2023 in the amount of $302.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $15.17 on the 18th of each month. There was a down payment of $151.00 submitted at checkout on December 16, 2023. 
  
  
  The payment originally due on January 18, 2024 was never satisfied. As a result, this loan was charged off on May 18, 2024 and is currently being serviced by TrueAccord. If ************** wishes to make a payment toward either of these loans, she may contact TrueAccord directly at **************. 
  
  
  If ************** makes a payment to TrueAccord, it will take one business day for it to reflect on her Affirm account. Once the balance is paid in full, the loan will reflect as paid. However, the history of charged off status will remain.
  
  
  Additionally, if ************** believes that these loans were unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, ************** can call in at ************ from 7 a.m. to 10 p.m. Central Time, seven days a week or by completing the form on our *********** at ******************************************************************************
  
  
  At this time, Affirm has escalated a case on Ms. ****** behalf to the Account Safety Team and she can expect a response within 30 days.
  
  
  Until Affirm is able to determine whether or not these loans were unauthorized, she does currently remain responsible for repayment. Affirm will therefore have to respectfully decline Ms. ****** request to remove them from her credit report. 
  
  
  Lastly, Affirm has attached a copy of Ms. ****** Truth-in-Lending Agreements, which bear her electronic signature, to this response for her review and reference. 
  
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via ****************************************************
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I couldn't afford to Uber to work. After attempting several solutions, I bought myself an Uber gift card off the Affirm app, for a $50 loan. I was told it would arrive in 24 hours. After 24 hours it did not arrive and I had to call in to work. So I called them and they said it would arrive in another 24 hours.It has been another 24 hours, I have to call in to work again, and I just called Affirm again, and again they said ******************************************************** else I want the loan canceled. If I don't get the gift card then I want Affirm to pay for Mt rides to work until I have money again so I don't get fired.

  

  Business response

  07/11/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed his complaint which states his displeasure with the process of obtaining a loan.
  
  On June 26, 2024, ******************** obtained Affirm Gift Card loan VVYY-EUNK for $50.00.He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $4.78. Shortly after he contacted Affirm inquiring about the status of the loan and was advised it was being processed.
  
  On July 1, 2024, he contacted Affirm indicating he did not received the gift card associated with the loan. The agent speaking with him provided a link with instructions on obtaining the gift card.
  
  We apologize for any frustration this situation may have caused for ********************. In the event that he has any questions, we ask for him to contact Affirm directly via ****************************************************.

  Customer response

  07/12/2024

  Better Business Bureau:
  
  The company did resolve the complaint with me days after the date of complaint.

  The confirmation web page that came up after placing the order said 24 hours, not DAYS, but... I am satisfied. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account with ********************** is paid in full and they are not reporting that. Reporting collection company was paid in full with True Accord and affirm is not acknowledging that

  

  Business response

  07/11/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indiciate that on July 6, 2021, loan DPYL-8YHO processed with merchant, Litter Robot for $545.04 with loan terms of *****% Annual Percentage Rate (APR).
  
  Due to having a past due balance for more than 120 day, the loan charged off on July 25, 2022. ****************** paid off the loan on June 26, 2024 with Affirm's partnered third-party debt collector, True Accord. Payments can take ***** days to be reported to the credit bureaus. The loan will be reported with a zero balance owed but the charged off status is irreversible.
  
  Between the dates of June 21 and 27, 2024 Affirm received multiple disputes claiming the information being reported to the credit bureaus is inaccurate. Affirm reviewed and closed each dispute confirming the information being reported to the credit bureaus is accurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  Affirm respectfully declines her request to remove loan DPYL-8YHO  from her credit report as it is being reported accurately.
  
  We apologize for any for any frustration this situation may have caused for ******************. In the event that she has any additional questions, we ask for her to contact Affirm directly via ****************************************************.
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this **** with charter communications, I do not have contract with AFFIRM **** they did not provide me with the original contract as i requested.

  

  Business response

  07/11/2024

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his request to remove loans from his credit report he claims are unauthorized.
  
  On January 10, 2022, loan UR55-8D7Q  processed with the merchant, StockX with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $33.18. Due to having a past due balance for more than 120 days, the loan charged off on March 11, 2023. The loan was sent to Affirm's partnered, third-party debt collector, January. They can be reached by calling **************.
  
  On February 15, 2022, loan SZK4-L5AN processed with the merchant, StockX for $331.37 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $32.30. The loan was paid of on March 11, 2023, but there were payments made more than 30 days past due.
  
  Upon review of **************** BBB complaint, Affirm found no prior contact from him regarding his unauthorized activity claim. If he believes the loan and/or account was opened without his authorization, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity.
  
  Once a completed affidavit is received, Affirm will conduct an investigation and notify ************ of the outcome within 30 days. To do so, he may visit the following link: ******************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureaus and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as the Loan Agreement which he consented to and approved when he obtained an Affirm loan. More information on Affirm's Terms of Service can be found here: **************************************.
  
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline **************** request to remove credit reporting for loans UR55-8D7Q and SZK4-L5AN.
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any further questions, we ask that he reaches out to Affirm directly via ****************************************************.

*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. ↩