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:09/25/2023

  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.

  On 5/9/2023, I purchased two sofas from MGBW (loan ID: **********, using Affirm, with an order number of **********. The items were to be shipped within ***** weeks, which is a reasonable amount of time for custom made furniture. On 8/30/2023, I was informed that ******** Gold *********************** was immediately shuttering its doors, with no communication to customers. I immediately sought answers from the sales rep(s) with whom I had dealt in the past, and specifically the rep on this order - (who, as an aside, one week prior had solicited additional business after giving me a ship date of 9/6/2023). After receiving no communication back from the reps or MGBW, I disputed the transaction with Affirm. While it fell outside of the 60-day window, it was well within a 120-day window that was communicated to me was still within Affirm's duties to resolve. MGBW later filed for bankruptcy. I have followed their processes, and communicated with over 20 representatives from Affirm with conflicting information at each step. I was told at the onset that my new payments would be on pause during the dispute process, despite receiving multiple reminders and calls for new payments due and have received a variety of responses about whether they are actually due. At every single point, I have been given conflicting information. The week of 9/11, I was told that MGBW had until 9/15 to respond, at which point the dispute would be finalized. When this came and passed, I called, and have an email communication on 9/25 that stated they would continue helping me resolve this, re-requesting documentation previously provided, only to receive another communication an hour later from another employee saying the issue was closed. Affirm cannot require a dispute within 60 days for companies that routinely deliver goods outside that window, claim to support a 120 window, and renege. They offered a loan for a now bankrupt company, are not doing their duty, and deceive with conflicting information.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed her complaint, which states she is not able to dispute her loan with Affirm but she also has not received her order due to the merchant no longer operating. 
  
  Affirm's records indicate that loan 9S15-7DG2 was processed on May 9, 2023, for a purchase with an Affirm Virtual Card labeled, ********************* + ***********************, in the amount of $4,806.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $426.99 due on the 9th of each month. This loan is currently showing an overdue amount as of October 11, 2023, for $426.99 and the next payment is due on November 9, 2023 for $426.99. 
  
  Affirm was first contacted by ****************** on August 31, 2023, when she called in to explain her situation with the merchant and that she may not receive her order due to the company potentially being bankrupt. The Affirm agent she spoke with requested her concern be reviewed. The agent also followed up with a secure message explaining how ****************** could start the dispute process on her end and sent instructions. 
  
  Affirm received some of her evidence and she explained her issue further on September 1, 2023. She provided more information and explained that other customers were experiencing the same issue. On September 12, 2023, she called asking for an update and was provided timeframes of 3 to 5 business days for a response. Affirm apologizes that she did not receive an update as promised. She called again on September 25, 2023 when speaking with an Affirm supervisor they advised that the loan was outside of the 60 days timeframe to be able to dispute it. 
  
  It is true that once an Affirm loan is confirmed, the customer has 60 days from that confirmation date to request a dispute. If a loan was taken out using an Affirm Virtual card, the timeline is then 120 days for Affirm to be able to dispute the loan with our virtual card processor. 
  
  Affirm followed up on September 25, 2023, via secure message and explained that we were not able to open the official dispute but that we would be happy to work a courtesy dispute for her to help assist with a resolution. We requested specific pieces of evidence needed to work the courtesy dispute and ****************** replied that she had already sent her requested evidence. 
  
  Later on September 25, 2023, one of Affirms agents followed up with her and provided her expectations of refunds, if applied. Affirm would like to apologize that this agent did not acknowledge the previous communication about the courtesy dispute.
  
  Moving forward this agent will receive coaching to ensure they are able to effectively support Affirm customers when reaching out.
  
  As of October 11, 2023, Affirm has requested another look at the courtesy dispute request. Our Resolutions Team has been asked to review the details of her concern. After review, Affirm was able to determine that the dispute was closed in ******************** favor and she is no longer responsible for this loan. 
  
  Please note, any applicable refunds should be processed back to the original payment method in about **** business days. If she does not receive her refund to the original form of payment, she will receive a follow up communication regarding a refund check that will be sent in its place to the address we have on file. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:09/25/2023

  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 an item on Amazon.com and used Affirm as a payment option. I returned the item to Amazon.com and received a refund from Amazon.com September 5th. Affirm states on the website "All refunds will be processed to the original form of payment within 3 to 10 business days of the refund. A full refund issued after a customer has submitted payments will result in Affirm only refunding the paid principal." It has been 20 days waiting for a refund. I contacted Affirm via messaging and the specialist asked what my loan id is. I said I don't have the loan id but proof of the purchase via amazon.com. The specialist states, "There's nothing I can do for you until I have the loan id." I didn't know having the specific loan id ready at all times is a requirement to receiving a refund from Affirm. There is no indication on Affirm's website of having the loan id on hand in order for a refund to take place. This is unjust and I am done tolerating Affirm's hypocritical refund policy. I'm asking for a fair transaction, A REFUND OF $161.61 FROM AFFIRM! Proof of purchase is shown in the pics submitted.

  

  Business Response

  Date: 10/10/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her concerns regarding a refund towards a recent purchase attempt.
  
  Affirm's records indicate that on August 20, 2023, ****************** submitted an application for loan IALN-376G for a purchase with the merchant, Amazon in the amount of $161.61. She agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $55.97. On September 6, 2023, Amazon provided a full refund towards the loan. Affirm sent ****************** an email confirming this.
  
  On September 20, 2023, ****************** contacted Affirm inquiring about the loan being refunded. Affirm requested for ****************** to provide her loan ID as she has several active loans with the merchant. ****************** was unable to provide Affirm with the loan ID associated with her request. Upon review of ********************** BBB complaint, we have confirmed that loan IALN-376G has been fully refunded. She did not make any payments towards the loan and is no longer responsible for repayment of the loan.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any further questions, we ask that she contacts Affirm directly via ****************************************************.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the following transactions charged by this company to my bank account (card ending with 6435):Aug 31, 2023RECURRING PYMNT 30AUG2023AFFIRM ****** **- $30.41Aug 28, 2023RECURRING PYMNT 25AUG2023AFFIRM ****** **- $51.55Jul 31, 2023RECURRING PYMNT 30JUL2023AFFIRM ****** **- $30.48Jul 26, 2023RECURRING PYMNT 25JUL2023AFFIRM ****** **- $51.55Jun 30, 2023RECURRING PYMNT 30JUN2023AFFIRM ****** **- $30.48Jun 26, 2023RECURRING PYMNT 25JUN2023AFFIRM ****** **- $51.55 Upon attempting to login to affirm.ca to check about this , the account by my phone number shows no purchases. I contacted affirm via email and phone , but I did not receive any response and was told I'll be back called back but didn't receive anything. I find this deceiving , as I am unable to see any purchase history , amounts paid or left , or make any changes.

  

  Business Response

  Date: 10/10/2023

  Thank you for the opportunity in responding to **************************** BBB complaint. Affirm has reviewed his complaint which states his displeasure with the inability to access his account to view his active loans.
  
  Affirm's records indicate that ************************ has made two purchases with the merchant, Amazon.
  
  On May 24, 2023, loan 5T9F-DFON processed for a purchase in the amount of $922.87. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $51.55 due on the 25th day of each month. The merchant provided a partial refund of $403.40 on June 4, 2023. He completed four payments between the dates of June 25 and September 25, 2023.
  
  On May 30, 2023, loan 2U3R-LH7K processed for a purchase in the amount of $ *****. He agreed to loan terms of  *****% APR and three monthly payments of $30.48 on the 30th day of each month. The loan was paid off on August 30, 2023.
  
  On September 20, 2023, ************************ contacted Affirm inquiring about obtaining access to their account to review his loan details. The next day, Affirm sent ************************ an email advising there was a discrepancy with the spelling of his name which was causing the issue. He was advised his request would be escalated.
  
  On September 28, 2023, Affirm sent ************************ an email providing him with a secure link and instructions on updating the information on his account. On September 29, 2023, Affirm sent ************************ an email advising him that the request was completed and that he should be able to access his account. **********************'s records indicate that he was able to access his account later that day.
  
  As ************************ phone number functions as login credentials, extra security is put in place, such as ID submission, in order to prevent ID theft. Please know that the reason Affirm requires additional verification  is because we take security and privacy very seriously. For this reason, Affirm has measures in place to ensure personal information is safe and secure.
  
  We apologize for any frustration this situation may have caused for ************************. In the event that he has any further questions we ask that he contacts Affirm directly via email.

  Customer Answer

  Date: 10/11/2023

  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.  I am now able to access the account after multiple emails to various departments of this company. I have taken the necessary actions.

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

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August the 17th ***************************************** the amount of $150 and was approved from a firm and placed an order through JCPenney's and charge it to the virtual credit card loan I got part of the order from JCPenney's and had to return it back for the correct item. I contacted the affirm and told them about the situation because the $150 will not be enough until they got the credit back from JCPenney's which would also leave a credit pay back to affirm. affirm told me that the credit was received and when they get notification from JCPenney's regarding the credit everything will be straightened out . everyday I talked to affirm to see what was the status and was told different story every single day regarding this matter then I later received a text that stated it was suspicious activity on my affirm account and my account will be locked while the investigation is going on. on Thursday 9/20/2023 affirm went into my checking account took money out of my account using the ********************** debit card that I had linked to my checking account in the amount of $94.40 I had to put a stop payment to get my money returned then they went into my checking account again on the on the on September 23rd 2023 and took out $38.77 I had to put another stop payment and file a dispute with the bank this cause me to stop payment fees then they tried to do it again on September 24th 2023. I have not received any resolution in this matter from affirm other than emails that are requesting that I go in and Link their account back with my bank account so that they can get money out of my account I don't know what is going on with these people I have dealt with them for 2 years and haven't had any problem.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her concerns regarding transactions associated with a purchase made via an Affirm Card loan.
  
  Affirm's records indicate that on September 15, 2023, **************** submitted an application for Affirm Card loan ZFL7-WWUS used for a purchase in the amount of $150.00 with the ********************** ******.
  
  The loan processed on September 20, 2023 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $15.07. The merchant provided a partial refunds in the amounts of $101.13 and $39.92 towards the loan leaving a remaining balance of $9.26 as of October 11, 2023.
  
  Because the loan was adjusted down, **************** owed the amount of $94.40 which was attempted on September 21, 2023. We also attempted to withdraw the amount of $38.77 which was captured by the merchant but is not associated with her loan. Both of these payments were rejected by the bank linked with her Affirm Card.
  
  Between the dates of September 19 and 23, 2023, **************** contacted Affirm inquiring about the transactions on her account. She was instructed to contact her bank and the merchant with regards to any refunds she believes to be owed. We also want to advise **************** that Affirm is unable to reimburse her for any fees that her bank may have accessed.
  
  On September 24, 2023, Affirm sent **************** a notification advising her that the Affirm Card was locked. She was instructed to contact her bank to lift the stop pay on the account.
  
  We apologize for any frustration this situation may have caused for ****************. In the event that she has any additional questions, we ask that she contacts Affirm directly via ****************************************************.

  Customer Answer

  Date: 10/11/2023

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

• Initial Complaint

  Date:09/25/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. AFFIRM *** YGD2 $757 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed Ms. ****** complaint which states her concerns with the credit reporting of Affirm loan YGD2-0R8M. 
  
  Affirms records indicate that loan YGD2-0R8M processed for $757.00 on September 13, 2023, for a purchase with Prada. The repayment terms of the loan are 6 installments of $132.12 at an APR of *****% and payment due on the 13th of each month. On July 12, 2023, the loan was charged off after having an overdue balance for 120 days. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You wont incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Upon charge-off, Affirm placed the loan with one of Affirm's third-party collection partners,**********, for continued management. At this time, ************** will need to contact ********** at ************** to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm received a dispute through E-***** concerning the accuracy of the information furnished on July 20, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to ************** on July 24, 2023. Due to the fraud claim in the dispute, the account was reviewed by Affirms Account Safety Team, who ultimately denied Ms. ****** claim. 
  
  Affirm does not have a record of receiving direct contact from ************** to report the loan as unauthorized. If she believes the loan was obtained without her authorization she is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support the 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, please see the following link: ******************************************************************************
  
  For Ms. ****** reference, copies of the Truth in Lending Agreement bearing her electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that ************** seeks. 
  
  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 Ms. ****** Loan Agreement which she consented to and approved when obtaining Affirms 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 Ms. ****** request to remove credit reporting for loan YGD2-0R8M.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  

• Initial Complaint

  Date:09/25/2023

  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 requested a loan of $5,500 on June 15, 2023. I filled out a form online with Affirm.com and was approved to receive the loan. I was given 2 months before it was necessary to make a payment. I first tried to make pay off the loan on August 10, 2023. When I tried to log into the Affirm website to access my account, I was locked out; they said "due to suspicious activity". I have called their help line multiple times since then to get my account unlocked and they always say someone from their security team to contact me. Nobody has contacted me to date. I want to pay off this loan. I am afraid they could damage my excellent credit rating by not resolving this issue.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with accessing her Affirm account. 
  
  On August 1, 2023, Affirm sent ****************** an email informing her that an unauthorized user attempted to sign into her account and  in an effort to keep her account secure, the account had been frozen. This communication asked that ****************** call Affirm to proceed with the next steps and advised that ****************** would not be held responsible for any activity deemed to be unauthorized.
  
  On September 1, 2023, ****************** contacted Affirm by phone on September 1, 2023. On the same day, Affirm sent ****************** an email containing a secure, single use link to submit the required documentation to proceed with recovering her Affirm account. On the same day ****************** successfully completed the required verification steps. 
  
  Affirm would like to thank ****************** for her continued patience throughout this process. At this time, Affirm would like to confirm that ****************** can now access her Affirm account by logging in. 
  
  With regard to the loan mentioned in Ms. ******** complaint, Affirm would like to confirm that this loan is still currently under review by Affirms Account Safety Team. ********************** will be providing updates as they become available.  ****************** can expect follow up via email regarding the status of the loan. Affirm would also like to confirm that the loan in question does not include credit furnishing. As such, ****************** will not see a negative impact to her credit score as a result of this situation. 
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via **********************************************************;
  
  
  
  
  

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affirm has partnered with a scam website who stole business information from another store in ****, *** in order to sell people product with loans with no ability or intent to deliver the product. This is now a known scam website and affirm has failed to engage with the issue since 9/2/23. *** contacted the company about a half of dozen times through email and calls and Ive been promised a resolution within 3-5 business days which we are well beyond. Their customer service team keeps closing the ticket and telling me another team will contact me. Now Im a few days affirm is going to be withdrawing money from my account participating in the scam. They have refused to cancel the loan even though I have sent evidence of the scam and no product was and will be delivered.

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request towards his loan with a merchant.
  
  Affirm's records indicate that on September 5, 2023 loan 59VR-Q8VD processed with the merchant, herohavencardkingdom for a purchase in the amount of $599.97. ****************** agreed to loan terms of *****% Annual Percentage Rate (APR), and three monthly payments of $212.10.
  
  On September 5, 2023, ****************** contacted Affirm inquiring about a refund towards the loan and indicated the merchant was not responding to his request. On September 6, 2023, Affirm sent him an email advising his request would be escalated to the appropriate team.
  
  On September 14, 2023, ****************** contacted Affirm requesting for a follow up regarding the refund. He sent Affirm an email from the merchant indicating that the purchase was not processed. Affirm advised him that his request was still being reviewed. On September 25, 2023, Affirm sent him an email indicating that the request of a refund was still being reviewed. On October 3, 2023, the loan was fully refunded and Affirm sent him a notification advising him of this. Affirm's records indicate that the loan is not being reported to the credit bureaus.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.

  Customer Answer

  Date: 10/11/2023

  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.
  

  I would add though, the situation was grossly misrepresented by the company. They need to instill better business practices to stop scam websites from partnering with them.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/25/2023

  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 order two items from this company and and they are endorsing them so I purchased something through affirm and they pay for the items and I pay 4 installments so I made a purchase June 2 2023 the items was to be delivered by June 12 2023 I never received them I have emailed the company which is Urbandel Shop which I have been emailing them ****************************************************************************************************************** 10 to 14 days I havent received anything yet So now Affirm keep sending me messages demanding their money its two orders

  

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the refund for her loans. 
  
  Affirm records indicate that ****************** has 2 loans with the merchant URBANDEL. Loan XXW6-G99M was processed on June 4, 2023 in the amount of $20**** with ****% APR. The agreed-upon repayment terms were for 3 payments of $5**** made biweekly. A down payment of $5**** was submitted on June 2, 2023. 
  
  Loan CD0M-PK7V was processed on June 4, 2023 in the amount of $40**** with ****% APR. The agreed-upon repayment terms were for 3 payments of $10**** made biweekly. A down payment of $10**** was submitted on June 2, 2023. 
  
  On August 15, 2023, ****************** reached out and stated that she was due a full refund for both of these loans as the orders were canceled. Affirm sent ****************** a request for evidence via email on the same day. ****************** reached out on September 5, 2023 and stated that she had never received the email from Affirm. Affirm resent the request for evidence to ****************** later on the same day. ****************** responded and provided her documentation. 
  
  Affirm followed up with ****************** on October 11, 2023 and informed her that the merchant had been contacted directly to investigate her claim further. Please note that Affirm is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant. 
  
  ****************** will receive a follow up from Affirm as soon as we have an update. In the event that ****************** has any further questions or concerns, we encourage them to reach out directly via email. 
  
  

• Initial Complaint

  Date:09/25/2023

  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 cancelled a scheduled service fron ******* which was to be financed by affirm. Although the service was cancelled and job bot rendered, affirm billed me anyway. I informed affirm of the job cancellation. Affirm said it paid *****'s on my behalf. *****'s says they did not receive a payment from affirm. The two will not discuss with each other, they are bouncing me in between. I provided affirm proof of the service wbeing cancelled. I even provided affirm the cancellation confirmation from *****'s. Affirm consistently harass me with phone calls, emails, and text messages about a payment for services I did not recieve. I have asked affirm to provide me with validation of them making a payment to *****'s, they have not. One four different occasions a member of affirm's investigation team said they are looking into it. Someone new emails asking the same question. affirm has ruined my credit by reporting missed payments to the three credit bureaus. Causing my fico score to drop greatly.

  

  Business Response

  Date: 10/10/2023

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states his concerns with receiving a refund towards and Affirm loan, and the *************************** of the loan.
  
  Affirm's records indicate that loan MOWS-S85R processed for $272.50 on June 1, 2023, for a purchase with ****. The repayment terms of the loan were 3 installments of $90.83 at an APR of 0% and payment due on the 1st of each mont. 
  
  It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan. Affirm will credit the loan balance for that amount. 
  
  Affirm received contact from **************** on June 1, 2023, where he explained that the merchant had processed a refund towards loan MOWS-S85R as the purchase was cancelled. The assisting agent explained that there was not a refund reflected on the loan at the time and that refunds can take 3-5 business days to reflect on Affirm's end. 
  
  On September 8, 2023,  **************** contacted Affirm by phone and explained that the purchase had been cancelled, but there was still no refund reflected on the Affirm loan. Affirm followed up on the same day and confirmed that a dispute had officially been opened along with requesting documentation for review. **************** responded on the same day with his documentation. 
  
  On September 25, 2023, Affirm followed up with **************** via secure message and confirmed that a full refund was due towards loan MOWS-S85R. This communication confirmed that **************** is no longer responsible for repayment of the Affirm loan. 
  
  Affirm would like to apologize to **************** for the delays encountered in opening the dispute for the loan. As a result of the delays, Affirm has taken steps to ensure ******************** credit report is not negatively impacted by removing the loan from reporting. Affirm asks that **************** allow 3-5 business days for this update to reflect on his Experian Credit Report. 
  
  In the event that Mr. ************ has any further questions, we encourage them to reach out to Affirm via ***********************************************************
  
   

• Initial Complaint

  Date:09/24/2023

  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've called this company continuously trying to update my new cellphone number with no avail. I'm trying to pay my bill and, to keep from ever being late and these people only give me excuses after excuses. I never heard of such!Affirm knows this will hurt my credit score if they report me being late.I'm trying to do the right thing by paying my bill on time with this company but unable to do so, because you have to have the right phone number in order to get into your account and I've giving them my correct number changed over a week ago and call them continuously even speaking with these again on, September 24, 2023 four different times with no avail of any kind of help. I've done business with this company paying out over a total of three thousand plus dollars.

  

  Business Response

  Date: 10/10/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed his complaint, which states he is trying to update his phone number and has been unable to. 
   
  Affirm was first notified of his request when he called in and requested that the phone number needed to be updated. The Affirm agent escalated his request to be reviewed and on September 27, 2023, Affirm sent him a request to complete a one-time secure link to verify his identity. Affirm found that we did not receive a response to the original request and as of October 10, 2023, we have sent another request with a secure link to be completed.
  
  Once completed and approved, he will be directly notified that we have updated his phone number. 
  In the meantime for any payments that he may need to make to any loans, he may do so by calling Affirm and an Affirm agent will be happy to assist. 
  
  The following three loans reflect overdue amounts. 
  
  Loan 8CQJ-4BOB with an Affirm Virtual Card labeled, Affirm, reflects a payment due on October 30, 2023 for $34.15 and the loan is currently overdue $34.15. The second loan RCTX-3WVG, also made with an Affirm Virtual card labeled, Affirm is currently overdue for $43.01 and the next payment is due on October 12, 2023 for $43.01. The last loan 0X7F-PEWJ also with an Affirm Virtual Card labeled, Affirm, is currently reflecting an overdue amount of $50.83 and the next payment is due on October 24, 2023 for $35.50. 
   
  In the event he has any further questions or concerns, we encourage him to reach out to ****************************************************.