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:11/24/2023

  Type:Delivery 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 placed an order with The House of Bundles on 10/3/23. They never shipped me the merchandise. I called Affirmed and they did a dispute. They took out the first payment ******, when they said they weren't. I have uploaded all my documentation to show the order is stuck in waiting to fullment. After waiting a month, I received this email on 11/18/2023 that my case is closed and Im responsible. they never shipped out the merchandise. I called your customer service The only communication with House Bundles is email and chat. When I checked the status online its stuck waiting for fulfillment. Theres no way that your company could get confirmation of tracking that it was delivered instead of you refunding $****** and canceling this affirm account. Today 11-18-23, when I chat online to find out order status. It's still showing the same thing for the past 6 weeks. This dispute shouldn't be closed, unless a refund and balance was closed out. This makes your company look bad, this has been a nightmare. I can't trust Affirm, my payments have been reinstated to active and my account is past due $216,64 I sent an escalation email to ****************** and Mr. ****** corporate offices with no response. Today 11/25/23 I just received an email that Im past due and they are expecting a payment for me. Loan ID: SVJB-**** I never received the merchandise. Affirmed is charging me for something I did not receive.They close my dispute without researching, and making me responsible.

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern as she claims to have not received the product associated with her Affirm loan. 
  
  Affirm records indicate that ****************** House of Bundles loan (ID SVJB-****) was processed on October 4, 2023 in the amount of $433.25 with 0.0% APR. The agreed-upon repayment terms were for 4 biweekly installment payments of $108.32 beginning on October 19, 2023. **************** made one payment installments of $108.32 towards this loan on October 19, 2023. 
  
  On October 16, 2023, **************** contacted Affirm via phone to report that she had not received her purchase from House of Bundles and was unable to get in contact with the merchant. The responding Affirm ******** Care agent advised **************** that she could expect a response from the Affirm team within 3-5 business days. On October 16, 2023, a request for information was sent to **************** via Affirm's Secure Messaging Portal. **************** provided documentation of her attempted correspondance with the merchant. As a result, an official dispute was opened to investigate ****************************** claim further on October 21, 2023. A member of the Affirm Resolutions Team sent **************** a request for additional documentation related to the claim. 
  
  Once a dispute has officially been opened, both customers and merchants have 15 calendar days from when a dispute is opened to provide evidence to substantiate their claims. Once the 15 calendar day window closes to provide evidence, Affirm will evaluate the evidence submitted by both the customer and merchant and send an email notification with the outcome. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refund, order cancellation, and fulfillment are subject to the merchants policies. When the merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount.
  
  On November 18, 2023, the dispute involving ****************** loan was resolved in favor of the merchant. This adjudication was reached as Affirm did not receive sufficient evidence to support ****************** claim that she did not receive her product. Once the dispute was resolved in favor of the merchant, **************** was deemed to be responsible for the remaining balance of her loan. This was communicated via the Secure Messaging Portal on November 18, 2023 by an Affirm ******** Care agent, as well as via an automated message sent to ****************************** email address. 
  
  Between November 20, 2023 and December 2, 2023, the Affirm ******** Care team reached out to the House of Bundles team several times to request an update regarding the status of ****************************** order. On December 4, 2023, House of Bundles confirmed that ****************************** order had been shipped. At this time, the Affirm ******** Care team has requested that the House of Bundles team share the tracking information for ****************************** expected order. Once this information is available, the Affirm ******** Care team will follow up with **************** to provide any updates via the Secure Messaging Portal. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20912501
  
  I am rejecting this response because

  for the last two months I have informed Affirm I didnt recd the merchandise. They continue to charge me and now my account is past due $324. They expected me to pay for merchandise I did not receive. Today is December 6 and I still have not received the merchandise or any communication from them. Two months after I made the purchase I received the email from House Bundles that my order is processing. I emailed them back to cancel the order that I no longer want. They said its too late and its shipping. 
  Affirm and the House Bundles customer service has been horrible. 
  I emailed the house of bundles to see if I can return the merchandise once I receive it and no response.

  My question is why was I charge for merchandise that I did not receive?  Why is my account past due for merchandise I did not receive? 
  my goal is return this item and Affirm credit my past due balance.

  looks like the House Bundles like before is not responding to my emails. About their return policy. I requested and ordered this merchandise over two months ago. I no longer need it.

  If Im forced to keep this merchandise, it would be nice if Affirm will reset my payments back to the beginning so I can have the proper time  to pay for a merchandise once I recd it. 

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

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to respond to ****************** BBB rebuttal regarding her expected order from House of Bundles and the associated payment schedule for the loan. 
  
  Please note, Affirm only manages the financing of the loan associated with ****************************** House of Bundles purchase. Order fulfillment (including returns, refunds, etc.) is subject to the merchant's policies and procedures. To that end, **************** must continue to work with House of Bundles directly to determine if she is able to return her order. According to the merchant's website, orders are non-refundable. 
  
  Affirm is unable to change the due dates associated with ****************************** loan. She will remain responsible for the balance of the loan unless the merchant issues a refund towards the loan balance. Affirm would like to apologize for any inconvenience that this process may have caused. 
  
  In the event that **************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20912501
  
  I am rejecting this response because:

  I have refused the order, the **** will be returning back to the merchant the House Bundles on 12/14. 
  

  At that time, once you confirm the merchandise has been returned. I would like my refund and zero out my account. I feel harassed by Affirm, for the last two months Ive been contacted to pay for merchandise I didnt have. 

  After 10 weeks with no communication with The House of Bundles, they just shipped the merchandise. 
  Ive made several attempts to contact them

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

• Initial Complaint

  Date:11/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AFFIRM **** I do not have a contract with AFFIRM **** They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his concern that several of his Affirm loans are not being reported accurately to the credit bureaus. 
  
  **************' complaint references three of his Affirm loans. Affirm records indicate that ************** Amazon loan (ID ********** was processed on May 6, 2022 in the amount of $170.03 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $16.58 beginning on June 6, 2022. ************** made eleven payments of $16.58 between June 6, 2022 and April 6, 2023. No further payments were made before the loan became more than 120 days overdue and it was charged off on September 4, 2023. The loan was charged off to Affirm's collections partner, **********. ************** may contact ********** directly by calling  ************** to arrange payment towards this loan. 
  
  ************** Apple loan (ID WCFI-WRDX) was processed on June 13, 2022 in the amount of $1,600.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installment payments of $155.98 beginning on July 13, 2022. ************** made nine payments of $155.98 between July 13, 2022 and March 13, 2023. No further payments were made before the loan became more than 120 days overdue and it was charged off on August 12, 2023. The loan was charged off to Affirm's collections partner, **********. ************** may contact ********** directly at the number provided above to arrange payments towards this loan. 
  
  ************** KEH Camera loan (ID ********** was processed on October 17, 2022 in the amount of $2,230.36 with *****% APR. The agreed-upon repayment terms were for 24 monthly installment payments of $124.70 beginning on November 17, 2022. ************** made five payments of $124.70 between November 17, 2022 and March 17, 2023. No further payments were made before the loan became more than 120 days overdue and it was charged off on August 16, 2023. The loan was charged off to Affirm's collections partner, **********. ************** may contact ********** directly at the number provided above to arrange payments towards this loan. 
  
  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm has not received any contact from ************** regarding these loans to date. ************** has disputed the accuracy of loans WCFI-WRDX and OAZI-63UN with Experian directly. Following these disputes, Affirm investigated the credit reporting associated with these loans and found that they were being reported accurately. 
  
  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 the credit reporting associated with the aforementioned loans is accurate. Affirm must respectfully decline ************** request to remove this loan from credit reporting. 
  
  For **************' convenience, the Truth in Lending disclosures and loan verification documents have been attached to this response. 
  
  In the event ************** has any further questions or concerns, we encourage him to reach out to **********************************************************;

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20912346
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AFFIRM **** I do not have a contract with AFFIRM **** They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to respond to ******************** BBB complaint which states his concerns with loan validation. 
  
  Per his request, Affirm has emailed copies of both Truth in Lending Agreements and Loan Verification Letters to the email on file. Together, these documents provide the debt verification that he seeks.
  
  Affirm's records indicate that the account has various loans associated with it and the ones identified in the attached letter are loans JVU5-L2WF, CGFF-AMZT, S5CL-N9X6 and XQC6-C5E5. Each of these loans were for purchases with Amazon.
  
  Loan JVU5-L2WF was processed on November 07, 2022 in the amount of $231.87 with a *****% APR to be paid over 12 installments of $22.31. 
  
  Loan CGFF-AMZT was processed on December 09, 2022 in the amount of $542.36 with a *****% APR to be paid over 24 installments of $22.74.
  
  Loan S5CL-N9X6 was processed on March 03, 2023 in the amount of $187.63 with a *****% APR to be paid over 12 installments of $14.63.
  
  Loan XQC6-C5E5 was processed on December 30, 2022 in the amount of $95.14 with a *****% APR to be paid over 6 installments of $17.28.
  
  Each of these loans had delinquent remarks and were accurately reported as such. Though the loans were paid off, the reporting history will remain.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon origination of his loans, he electronically accepted/signed a Truth in Lending Agreement. As stated in his Loan Agreement section 16: "you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action". In addition, he agreed to the section 17: "you authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about your loan to the credit bureaus. Late payments, missed payments, or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score)".
  
  Additionally, Affirm assures **************** that they comply with all requirements of the Fair Credit Reporting Act ("FCRA"). Affirm needed his consent to obtain a copy of his credit report. When he accepted Affirm's Terms of Use and Privacy Policy and submitted his credit application, he consented to have his credit report pulled. He can view Affirm's Terms of Service here: *******************************************;
  
  Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 and will have to respectfully decline his request to remove credit reporting for loans JVU5-L2WF, CGFF-AMZT, S5CL-N9X6 and XQC6-C5E5..
  
  Upon reviewing his complaint, Affirm also saw that he had not reached out directly regarding unauthorized activity claims. If **************** believes the loans are unauthorized, he is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of his input and information. To do so, please see the following link: ******************************************************************************.
  
  In the event that he has any further questions, Affirm encourage him to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm **** has marked numerous accounts on my Experian credit report as in collections/30/60/90 past due. I have attempted to contact affirm multiple times about how an account paid in full can go to collections, I have received zero communication back from affirm and now they have 10 accounts marked as late/collections on my Experian credit file. I have never entered an agreement with any debt collector named *********** or January. Please remove these derogatory marks from my Experian report.

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed Mr. ******** complaint, which states his concern regarding the credit reporting for several of his Affirm loans. 
  
  Affirm records indicate that ****************** has 12 loans that were previously reported to Experian as overdue. 
  
  Purple loan (ID: ********** was processed on June 30, 2022, in the amount of $2,358.80 with an APR of *****% to be paid over 24 monthly installments of $131.88. ****************** made seven payments of $131.88 towards the loan between July 20, 2022 and February 1, 2023. No further payments were made towards the loan and it was charged off on June 29, 2023 to Affirms third party collections partner, **********. ****************** may contact ********** to arrange payment towards this loan by calling **************.
  
  ****'s Sporting Goods loan (ID: ********** was processed on June 30, 2022 in the amount of $306.00 with an APR of *****% to be paid over 12 monthly installments of $29.83. ****************** made five payments of $29.83 and one payment of $59.66 towards the loan between July 30, 2022 and February 1, 2023. No further payments were made towards the loan and it was charged off on June 29, 2023 to **********. The loan remains overdue at this time. 
  
  Target loan (ID: ********** was processed on December 29, 2022 in the amount of $271.86 with an APR of *****% to be paid over 12 monthly installments of $26.50. ****************** made 21 payments of $44.19 towards the loan between April 9, 2021 and November 30, 2022 before the loan became 120 days overdue and charged off on May 10, 2023 to **********. ****************** then made six payments of $26.00 towards the loan while it was in collections.  The loan remains overdue at this time. 
  
  ****'s Sporting Goods loan (ID: ********** was processed on March 9, 2021 in the amount of $1,014.00 with an APR of *****% to be paid over 36 monthly installments of $44.19. ****************** made five payments of $29.83 and one payment of $59.66 towards the loan between July 30, 2022 and February 1, 2023. No further payments were made towards the loan and it was charged off on June 29, 2023 to **********. The loan remains overdue at this time. 
  
  Amazon loan (ID: ********** was processed on December 29, 2022 in the amount of $54.27with an APR of *****% to be paid over 6 monthly installments of $9.85. ****************** made one payment of $9.85 on February 1, 2023 and one payment of $19.70 on April 28, 2023.. No further payments were made towards the loan and it was charged off on August 27, 2023 to MRO BPO, another of Affirms third party collections partners. ****************** may contact ********** directly to arrange payment towards this loan by calling **************. 
  
  Amazon loan (ID: ********** was processed on August 12,  2022 in the amount of $130.50 with an APR of *****% to be paid over 12 monthly installments of $10.18. The loan also required a down payment of $26.10 which was submitted by ****************** on August 10, 2022. ****************** made five payments of $10.18 between September 6, 2022 and February 1, 2023 before the loan became overdue for more than 120 days and was charged off to January, another one of Affirm's collections partners. ****************** then made three payments of $9.00 towards the loan while it was in collections.  The loan remains overdue at this time. ****************** may contact January directly to arrange payment towards this loan by calling **************. 
  
  Amazon loan (ID: ********** was processed on July 20, 2022 in the amount of $222.37 with an APR of *****% to be paid over 12 monthly installments of $16.26. The loan also required a down payment of $55.59 which was submitted by ****************** on July 18, 2022.  ****************** made six payments of $16.26 between July 28, 2022 and February 1, 2023 before the loan became more than 120 days overdue and was charged off to **********.  No further loan payments have been made to date and the loan remains overdue. 
  
  ****'s Sporting Goods loan (ID: *********** was processed on April 14, 2021 in the amount of $415.00 with an APR of *****% to be paid over 12 monthly installments of $40.46. ****************** made nine payments of $40.46 between April 28, 2022 and February 1, 2023. No further payments were made towards the loan and it was charged off on June 15, 2023 to **********. The loan remains overdue. 
  
  Amazon loan (ID: ********** was processed on December 27, 2022 in the amount of $82.22 with an APR of *****% to be paid over 12 monthly installments of $14.93.  ****************** made one payment of $14.93 on February 1, 2023 and a payment of $29.86 on April 30, 2023 before the loan became more than 120 days overdue and was charged off to ********** on August 26, 2023.  No further loan payments have been made to date and the loan remains overdue. 
  
  Amazon loan (ID: OMNO-JANQ) was processed on December 9, 2022 in the amount of $86.39 with an APR of *****% to be paid over 6 monthly installments of $15.69. ****************** made one payment of $15.69 on February 1, 2023 and a payment of $47.07 on April 30, 2023 before the loan became more than 120 days overdue and was charged off on August 26, 2023.  ****************** then made two payments towards the loan while it was in collections to settle the loan: $16.00 on September 15, 2023 and $15.34 on September 28, 2023. 
  
  Amazon loan (ID: ********** was processed on August 11, 2022 in the amount of $90.18 with an APR of *****% to be paid over 6 monthly installments of $18.04. The loan required a down payment of $18.04 that was submitted by ****************** on August 10, 2023.  ****************** made six payments of $13.10 between September 6, 2022 and April 17, 2023. The loan was more than 60 days overdue for the payment due on February 11, 2023 as this was not satisfied until April 17, 2023. The loan is now settled. 
  
  Target loan  (ID: ********** was processed on December 27,  2022 in the amount of $160.68 with an APR of *****% to be paid over 12 monthly installments of $15.66. A refund of $135.68 was issued towards the loan on January 19, 2023. ****************** made two payments to settle this loan: $15.66 on February 1, 2023 and $10.70 on April 17, 2023. The loan was more than 30 days overdue as the payment due on February 27 was not satisfied until April 17, 2023. The loan is now settled. 
  
  IIf a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  
  For ****************** convenience, we have attached the loan verification documents associated with his loans, as well as the Truth in Lending disclosure for each loan. Affirms investigation has found that the loans referenced above are being reported accurately to the credit bureaus. 
  
  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: ********************************************;
  
  In the event that ****************** has any further questions or concerns, we encourage him to reach out to **********************************************************;
  
  

• Initial Complaint

  Date:11/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address the distressing situation regarding the sharing of my nonpublic information with the three bureaus, leading to the dissemination of inaccurate information on my credit report. This has caused immense financial and emotional distress.Under 15 USC **** Section 602, I maintain the fundamental right to privacy, yet *************** information has been compromised, breaching this right. Furthermore, 15 USC **** Section 604 A Section 2 explicitly states that a consumer reporting agency cannot furnish an account without my explicit written instructions, which have not been provided in this case.Moreover, as per 15 USC **** B, a creditor is prohibited from treating any payment on a credit card account under an open-end consumer credit plan as late for any purpose. The account number in question is ****** urge immediate action to rectify these inaccuracies and cease any further sharing of my nonpublic information without explicit consent. This situation has inflicted significant distress, and I seek prompt resolution and compliance with federal regulations to safeguard my rights as a consumer.

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to respond to ************************ BBB complaint which states her concerns with loan EWY7-LSTT and the  ***************************.
  
  Affirm records indicate that loan EWY7-LSTT with the merchant, Walmart.com, was processed on August 10, 2022, for $445.11 with a *****% APR to be paid over 6 monthly installments of $48.48. The loan required a downpayment of $178.05 which was paid on August 09, 2022. The loan shows it has been paid off since May 04, 2023 however the loan was overdue multiple times resulting it to be accurately reported as 60 days late twice.
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it 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 Affirm's third-party collections partners. 
  
  Upon origination of each loan, ******************** electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of your Loan Agreement: "you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action". In addition, in Section 17, she agreed to "authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative may report information about her loan to the credit bureaus. Late payments, missed payments, or other defaults on her loan may be reflected in her credit report and may impact her credit score (********* score)".
  
  ******************** also agreed to Affirm's Terms of Service ("***") when she created her Affirm account. As stated in Section 2 of the *** How Affirm Serves You: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you". She can find Affirm's *** here: ********************************************;
  
  Additionally, Affirm assures ******************** that Affirm complies with all requirements of the Fair Credit Reporting Act ("****"). Her complaint specifically references Section 602. This section states the purposes of the **** and does not establish any obligations or consumer rights. She also states that, in accordance with Section 604(a)(2), Affirm needed her consent to obtain a copy of your credit report. When she accepted Affirm's Terms of Use and Privacy Policy and submitted her credit application, she consented to have her credit report pulled. ******************** can view Affirm's Terms of Service here: *******************************************;
  
  For ************************ convenience, Affirm has provided an additional copy of both Truth in Lending Agreements and Loan Verification Letters to this response. 
  
  Please be aware that 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 will have to respectfully decline your request to remove credit reporting for loan EWY7-LSTT.
  
  In the event that she have any further questions, Affirm encourages her to reach out directly via email.

• Initial Complaint

  Date:11/23/2023

  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 made an affirm account several years back (though I do not remember doing so), and my account is attached to an email I no longer have access to. I attempted to make a time sensitive purchase using affirm but was unable to log in due to not having my old email. I reached out to affirm and was advised that inorder to update my information, they would have to send the request to a dedicated team that takes 5 business days.Having worked with banks and credit card companies, you are usually able to recover an account simply by calling in to customer service, or by answering security questions online. I havent had account recovery take a week or more.

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his dissatisfaction with Affirm's account update process.
  
  Affirm's records indicate that on November 23, 2023, ************ contacted Affirm to make updates on his Affirm account. ********************** advised to him that his request would be escalated. On November 25, 2023, Affirm sent ************ an email providing  instructions with a secure link to facilitate the request.
  
  On November 28, 2023, Affirm sent him an email indicating that the request could not be completed because the requested information was not provided.
  
  For the safety and security of **************** account, we have certain policies and procedures in place to assure the validity of any changes requested to an account. We recognize this process may be an inconvenience, but without the proper verification procedure, we are unable to complete updates to an account.
  
  We apologize for any frustration this situation may have presented for ************. In the event that he has any further questions, we ask for him to contact Affirm directly via email.

• Initial Complaint

  Date:11/23/2023

  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 recently filed an investigation with *** as I did not receive my order from the merchant classy loft. *** agreed to initiate a refund with the merchant and the merchant had NOT processed the refund. There was so much back and forth between me and the merchant so I finally submitted a dispute through Affirm ( Case ID ********* and provided proof of the *** refund resolution. Affirm advised me that I would have a resolution within 15 days. I have not had any follow-up from the merchant or Affirm. I spoke with a supervisor at Affirm who advised the dispute center is going to contact me within 30 days. I refuse to make any future installment payment and I demanding my full refund for my order.

  

  Business Response

  Date: 12/06/2023

  Thank you for the opportunity to respond to Ms. ****** BBB complaint, which states her frustration with the merchant dispute process. 
  
  Affirm's records indicate that ************** obtained loan 2SOA-6R9J on October 10, 2023, with Classyloft in the amount of $124.23. ************** agreed to repayment terms of 3 biweekly installments of $31.06 at an APR of 0%. The loan required a downpayment of $31.06 which was paid on October 08, 2023. The loan received 1 payment of $31.06 on October 20, 2023 and is currently overdue for November 07, 2023 and November 21, 2023.
  
  ************** contacted Affirm ************* on November 05, 2023, to report that her order had not been delivered. The Affirm ************* team reached out to the merchant on the same day for more information and the merchant informed Affirm that the order had been sent on their end. The team followed up with ************** on November 12, 2023 and requested additional pieces of evidence from her. They also advised her that the review could take up to 15 days to resolve.
  
  On November 26, 2022, Affirm reached out to ************** with the case resolution which found that she was still responsible for the loan. The case results found that the order was confirmed as delivered through the couriers website. ************** was advised  to continue working with the courier to resolve the issue.
  
  Please note, Affirms dispute process ultimately lies on the nature of the policies put in place by the merchant his purchase originates with. Since the merchant is working within their policies Affirm can not take further action regarding this loan and ************** remains responsible for her loan unless the merchant issues a full refund. 
  
  Unfortunately, Affirm is unable to override Classylofts policies and process a refund towards her loan at this time, as all refunds returns and cancellations are subject to Merchant Policy. In addition, Affirm simply manages the finances of the purchase. At this time, Affirm advises ************** to continue working with Classyloft by reaching out directly and following their refund/cancellation processes.
  
  In the event that ************** has any further questions, Affirm encourages her to reach out to Affirm directly via email.

• Initial Complaint

  Date:11/23/2023

  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'm 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 I requested.

  

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity in responding to Mr. ********************** BBB complaint. Affirm has reviewed his complaint which states his request to remove a loan he claimed was unauthorized from his credit report.
  
  Affirm's records indicate that on January 16, 2019, Mr. ********** obtained loan DJ88-630P for a purchase with the merchant, ***************** for a purchase in the amount of $330.75. He agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $110.25. 
  
  Mr. ********** made his first two payments on March 9 and April 14, 2019. Thereafter, no payments were made and the loan charged off on August 15, 2019 due to having a past due balance for more than 120 days. Mr. ********** paid off the loan on October 13, 2021.
  
  Between the dates of October 25, 2021 and November 23, 2023, Affirm received seven FCRA disputes in which Mr. ********** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes confirming the information being reported was accurate.
  
  Additionally, Affirm received the request that Mr. ********** claimed the loan to be fraudulent on August 11, 2021 and opened an Unauthorized Activity case. Affirm sent Mr. ********** an Affirm Affidavit to complete on September 23, 2021 however to date, we have not received the completed affidavit or any evidence to show that the loan is fraudulent.
  
  Mr. ********** was advised that once the fraud affidavit form was completed and returned, Affirm could take an additional 30 days to review his claim again. If Mr. ********** is unable to locate the form, he may also submit his claim of unauthorized activity by completing the form found here: ******************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr. ********************** request regarding his credit reporting for loan DJ88-630P.
  
  In the event that Mr. ********** has any further questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Affirm to purchase a KitchenAid mixer for ****** and while I was at work I got an email saying the item was delivered. I got home and couldn't find the item anywhere, I checked with my neighbors and they don't have it I filed a police report for a stolen package and contacted KitcheAid and Affirm and they both keep saying contact the other and there's nothing we can do, all I'm getting is a run around. I would like either a replacement or refund. Since no one wants to help me on their own I'm filing a claim here to see if maybe this will get me some kind of resolution.

  

  Business Response

  Date: 12/06/2023

  Thank you for the opportunity to respond to ******************** BBB complaint which states his frustration with loan P3XJ-U4WZ.
  
  Affirms records indicate that loan P3XJ-U4WZ was processed on November 16, 2023 for a purchase with kitchenAid-us in the amount of $392.19 with a 0% APR to be paid over 3 installments of $130.73. The loan received a full payment and has been settled since November 23, 2023.
  
  Upon reviewing the complaint, Affirm found no prior communication from ****************** regarding the issue. If he is still having issues with his purchase, Affirm kindly advises that he reach out to *************************************** directly and provide any evidence to substantiate his claim.
  
  In the event that he has any further questions, Affirm encourage him to reach out to Affirm via ******************************************************************

• Initial Complaint

  Date:11/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from AFFIRM **** impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: 9XRO****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*****************************

  

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states does not agree with the loan that has been reported to the credit bureau and would like it removed.  
  
  Affirm's records indicate that loan 9XRO-XAR3 was processed on August 9, 2021, for a purchase with the merchant, Walmart.com, in the amount of $1,106.12. This loan has terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $52.57. This loan did not receive payments for 120 days and was charged off. 
  
  The loan charged off to Affirms third party collections agency, ********** on February 7, 2022. ******* can be reached at ************ for any questions or to schedule payments.
  
  Affirm has not received direct contact from ****************** on this concern, however, we did receive an FCRA dispute on October 26, 2023, and after investigation, we found the loan was reporting accurately. 
  
  Affirm furnishes consumer loan history to Experian on a regular basis.
  
  If ****************** would like immediate repayment confirmation, please let us know and we would be happy to provide a loan verification document.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline his request regarding her credit reporting for loan 9XRO-XAR3.
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via ****************************************************.