Important information
- Customer Complaint:
BBB's file for Affirm opened in February 2013. A review of complaints was completed in April 2024. BBB recommends consumers review their Terms of Service and How it works.
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Complaints
This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,385 total complaints in the last 3 years.
- 2,296 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2023
Type: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 got a loan on Amazon to buy a mandoline for $270.00 . I had never used affirm, but went with. The payments are around $18 a month. Soon after , I had $220 come out of my checking account, so I thought OK maybe they took out entire amount, which was no big deal, than the $18 came out. I called affirm and was told , a loan for online target had been taken out. I was told it would be taken off, the payments for loan didn't come out, but it went on my credit and months later still no refund. I finally filled out a statement and was informed via email they determined the loan was not me. I still haven't gotten my 220 back after nearly 4 months. I'm a disabled veteran and every dollar counts. I have called them around 6 times with no result.
Business Response
Date: 10/05/2023
Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his request for a refund after an Affirm loan was obtained in his name without authorization.
Affirm received Mr. ******* report of suspected unauthorized activity on May 15, 2023. Upon receiving his contact a case was forwarded to Affirms Account Safety Team. On June 8, 2023, the team sent **************** an email that explained the initial investigation had determined he would remain responsible for repayment of the Affirm loan in question. This communication noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason, a consumer protection affidavit was included and **************** was informed that once Affirm received the completed affidavit, the investigation would be reopened and he would be advised of the outcome within 30 days.
On August 22, 2022, Affirm received the completed affidavit from **************** and the investigation was reopened. On September 7, 2023, Affirms Account Safety Team sent **************** an email and confirmed that the investigation had reached a resolution in his favor. This email noted that that if furnished, it would be removed from Mr. ******* credit report along with advising restrictions had been placed on his Affirm account to prevent further attempts at unauthorized activity.
On September 21, 2023, Affirms Account Safety Team sent **************** another email to confirm that the unauthorized payment made towards the loan in question for $224.43 had been refunded. This email noted the amount was refunded to the original payment method. Affirm would like to apologize to **************** for the delay in having his refund processed.
Please know that we take these claims very seriously and appreciate Mr. ******* cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
In the event that **************** has any further questions, we encourage him to reach out to Affirm via **********************************************************;Initial Complaint
Date:09/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday September 15 2023 I had made a purchase at ******** Com and hade used affirm to pay I had to put 176$ down on a 350$ order so affirm took that. I went and looked at my ba k acount and ******* had also taken the whole 350 from my account so I called ******* and canceled the order and they refunded my 350 but affirm will not refund my 176. This is unacceptableBusiness Response
Date: 10/05/2023
Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concerns with a downpayment refund for loan 1V91-J4U6.
Affirms records indicate that loan 1V91-J4U6 was processed on September 18, 2023 for a purchase with ******* in the amount of $244.35 with a *****% APR to be paid over 6 installments of $31.05. The loan required a downpayment of $73.31 which was submitted by **************** on September 16, 2023.
While reviewing Ms. ******* complaint, Affirm found that she had not submitted any evidence to substantiate her claim that a refund was due. On October 04, 2023, her case was escalated to the ************* team. On October 05, 2023 they requested additional evidence from her.
At this time, Affirm kindly advises that she submit any pieces of the following requested evidence:
- Order Invoice, statement, tracking number and details
- The date the product(s)/service(s) were canceled or returned
- The name of shipping company, date and tracking status of returned product(s) delivered successfully to the merchant
- Copy of dated Return/Credit transaction receipt #
- Merchant confirmation to support cancellation or return
- Copy of any customer/merchant communication history
- Email, Chat Support, SMS texts/alerts, etc.
She may submit the evidence by emailing *************************************** and referencing case 22864318.
In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ******************************************************************Initial Complaint
Date:09/19/2023
Type: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.
07/22/2023 - Furniture purchased online using Affirm from ******** Gold *********************** (MGBW). Purchase included two chests and one desk 08/25/2023 - Received email from Massiano Logistics shipping company notifying furniture would be delivered on 08/30/2023 08/28/2023 - Phone call received from Massiano Logistics stating that furniture would not be delivered due to MGBW business closing and unpaid bills by MGBW 08/28/2023 to present - Numerous attempts including emails to MGBW have been auto-replied and unanswered. "Contact Us" form completed with no response. MGBW phone # is unavailable. "Chat Form" completed with no response Emails from Affirm stating "account needs attention" and "your credit may be impacted" if payments are not made. 09/07/2023 - After unsuccessful attempts to resolve with MGBW as instructed by Affirm, a merchant dispute is filed with Affirm against MGBW 09/08/2023 - Spoke with **** in customer service at Massiano Logistics that no order from MGBW is being delivered. The customer service hotline is ***************************/08/2023 - ******* from Affirm Resolutions Team responds; advises continue attempts to resolve with MGBW. She requests additional information which we submit Emails threatening negative credit reports continue from Affirm 09/19/2023 - Phone call to Affirm customer service. They continue to insist if payments aren't made even while they are investigating the open dispute, credit will be negatively impacted. Will not consider canceling loan for merchandise never received despite every attempt made to resolve with MGBW. Warns they will report repayment activity to Experian and if payment is 30 or more days overdue it may be reported as delinquent. Payments that are 120 days or more overdue may be charged off AND referred to a third party collections agencyBusiness Response
Date: 10/05/2023
Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states his concerns with receiving a refund towards his purchase obtained with an Affirm loan.
It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellations, and order 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.
Affirms records indicate that loan 87TW-41ZA processed on August 3, 2023, for $3,474.68. The repayment terms of the loan were 12 installments of $338.73 at an APR of *****% and payment due on the 3rd of each month.
On September 7, 2023, Affirm received contact from **************** where he explained that his order had not been received and the merchant had been unreachable. Affirm followed up on September 8, 2023, and provided an overview of the dispute process along with requesting documentation for review. Affirm received ****************** follow up and documentation for review on September 18, 2023.
Affirm followed up via secure message on September 19, 2023, and confirmed that a dispute had officially been opened. The message noted that the evidence due date for the dispute was October 4, 2023, and that it could take an additional 15 days for the dispute to reach a resolution.
On October 3, 2023, the dispute reached a resolution in ****************** favor. **************** was informed via secure message that he is no longer responsible for repayment of loan 87TW-41ZA. The loan now reflects in ****************** Affirm account as fully refunded.
Affirm would also like to confirm that steps have been taken to ensure that ****************** credit report has not been negatively impacted by this situation by removing the loan from credit reporting.
Affirm thanks **************** for bringing this matter to our attention and his continued patience throughout the dispute process. In the event that **************** has any further questions, we encourage him to reach out to Affirm via ****************************************************.Customer Answer
Date: 10/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:09/19/2023
Type: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 payment plan to pay for a hotel Reservation thru price line . I canceled my reservation . Priceline sent me a cancelation with in minutes and stated they will refund me. However affirm took my 1st down payment immediately after I placed the reservation back on 7/13/23 and I still do not have my refund even tho they already closed and voided the payment plan . I have email called them and provided the cancelation from Priceline and still no refund going on 2 months . Called them again spoke to supervisor and still no refund .Business Response
Date: 10/04/2023
Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concerns with a delayed refund for loan PZON-YEK8.
Affirms records indicate that loan PZON-YEK8 for a purchase with Priceline was initiated on July 13, 2023 for a purchase in the amount of $222.55 with a 0% APR to be paid over 3 installments of $74.18. The loan required a downpayment of $74.19 which was submitted on the same day.
On July 26, 2023, **************** reached out stating that she was due a refund of the cancelled loan. The ************* team responded to her on the same day advising her that the loan was still in the processing state at that time. **************** replied stating she waned a refund for the downpayment.
On September 12, 2023, the ************* team followed up with her to inform her that the loan had been voided and she was no longer responsible for the loan.
In regards to her downpayment, the loan details show that she filed a chargeback on the payment. As such, **************** must continue reaching out to her financial institution for further assistance.
In the event that she has any further questions, Affirm encourages her to reach out to Affirm via ************************************************************Initial Complaint
Date:09/18/2023
Type: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 July 16, 2023, I ordered a box spring through Amazon and financed it through the credit company Affirm. Amazon shipped the box spring but they sent the wrong size. I returned the item to Amazon by taking it to the *** store.(didn't even take it out of the box). On July 21, 2023, I was credited $117.11 by Amazon because I returned the item. Amazon credited my account through ********************** on July 21,2023. As of today, September 18, 2023, Affirm is still charging me for an item that was returned and provided credit to Affirm. I have repeatedly provided documentation, telephone calls and even had a 3 party conversation with Amazon and Affirm stating that the credit was approved and submitted. That was done on September 14, 2023 at 7:20 pm. NOW, Affirm is telling me that they can't process my claim.Business Response
Date: 10/03/2023
Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a purchase with the merchant, Amazon.
Affirm's records indicate that on July 31, 2023, **************** obtained two loans with Amazon. Loan GHPP-14IA is associated with order ID: *******************. Loan LQI1-IV2X is associated with order ID: *******************.
On August 17, 2023, **************** contacted Affirm requesting a refund towards an Amazon purchase and advised her request would be escalated. On August 26, 2023, she emailed Affirm requesting for an update. On August 31, 2023, Affirm sent her an email requesting for more information regarding her request.
On September 18, 2023, **************** sent forwarded an email showing a refund was owed towards purchase associated with Order ID: *******************. On September 20, 2023 Affirm sent **************** an email advising her that the Order ID provided is not associated with any Affirm loan. Affirm requested for her to submit any evidence showing that loans LQI1-IV2X and GHPP-14IA were owed any refunds.
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 email.Initial Complaint
Date:09/18/2023
Type: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 a purchase and opted for short term financing using affirm.com. The loan that was advertised offered 6 months at 0% APR which is the option I chose. The loan that was ultimately applied had *****% APR. I contacted Affirm.com many times to correct this matter. They never respond. I spent hours on hold. They are an awful company. Extremely dishonest and the customer service agents are based in a foreign country and were unwilling or unable to connect me with someone in *****************.Business Response
Date: 10/03/2023
Thank you for the opportunity to respond to Mr. ************ BBB complaint. Affirm has reviewed Mr. ************ complaint which states his frustration with a loan terms and prequalification.
Affirms record indicate that loan CEXG-ZNE8 with Dyson was processed on September 01, 2023 in the amount of $635.24 with a ***** % APR to be paid over 6 installments off ******. The loan is currently overdue for October 01, 2023.
According to the application details you were offered the following terms and chose:
- 3 Installments at ****% APR, $217.75 monthly payment
- 6 Installments at *****% APR, $****** monthly payment
- 12 Installments at *****% APR, $59.27 monthly payment
The application shows you agreed to the 6 month term with a *****% APR to be paid over 6 installments of $******.
When a customer is approved for a loan, a number of factors are taken into account: current economic conditions; eligibility criteriawhich include things like their credit score, their payment history with Affirm, and how long theyve had an Affirm account; and the interest rate offered by the merchant where theyre applying for the loan.
Affirm negotiates these loan eligibility criteria and interest rates with each merchant individually. That's why customers may see that some merchants offer 0-30% APR with payback schedules of 6, 12, or 24 months, while other merchants have no special APR and payback schedules of 3, 6, or 12 months.
Because these interest rates and loan eligibility criteria are subject to change based on a variety of factors, a customers ability to get a loan may differ from purchase to purchase and may also depend on when they apply for a loan.
Unfortunately, Affirm cant guarantee theyll get approved, even if youre prequalified. Thats because the prequalified amount and loan term is an estimate. It may changeor go awaydepending on a few different things. This includes borrowing and payment history at Affirm and elsewhere.
In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via email.Customer Answer
Date: 10/04/2023
Complaint: 20622351
I am rejecting this response because:
Sincerely,
************************Customer Answer
Date: 10/12/2023
The loan that was advertised and I accepted had 0% APR. No loan agreement was ever emailed despite many requests and countless calls to Affirm customer service.Business Response
Date: 10/23/2023
Thank you for the opportunity to respond to Mr. ************ BBB rebuttal complaint. Affirm has reviewed Mr. ************ complaint which states his frustration with the loan terms related to his loan.
Unfortunately, Affirm cant guarantee theyll get approved, even if youre prequalified. Thats because the prequalified amount and loan term is an estimate. It may changeor go awaydepending on a few different things. This includes borrowing and payment history at Affirm and elsewhere.
Affirm has attached a copy of the Truth in Lending Agreement and Loan Verification Letter associated with Mr. ************* loan. Mr. *********** also has the ability to access his loan agreements online through his Affirm app or online.
In the event that he has any further questions or concerns, Affirm encourages him to reach out to Affirm via email.Initial Complaint
Date:09/18/2023
Type: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 approximately 17 August 2023, I applied for an Affirm loan through Amazon to buy a couch for my daughter to be delivered to ***********. The loan was approved (load ID # is ********** but when I tried to use the loan to purchase the couch in Amazon, Affirm was not a payment method that Amazon permitted me to use. Ultimately, I purchased the couch using my debit card and I never used the Affirm loan to purchase anything and none of the money from the loan was ever disbursed to me.On 21 August 2023, I received an email with the loan repayment schedule. I immediately called Affirm and spoke to a customer service rep who transferred me to a supervisor named *********. After explaining the situation to *********, he said the loan would be cancelled and provided me an audit ID # ********************* if I ever needed to reference this situation.On 18 September 2023, I received an email saying the first monthly payment on the loan will be deducted from my checking account in 21 September 2023. On 18 September 2023, I tried calling twice to get in touch with a supervisor at Affirm to discuss this but I'm just forwarded to a phone queue where nobody takes my call. I was in the queue for 30 minutes the first time and over 45 minutes the second time.I request the BBB please contact Affirm about this issues and provide them the loan # so Affirm can verify the loan was never used by me and no money from it was ever disbursed to me and so they can close the loan. Loan closure with no further obligation on my part is my ultimate desired outcome.Business Response
Date: 10/02/2023
Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed his complaint which states his request towards a refund by a merchant in which he claims he paid directly.
Affirm's records indicate that on August 21, 2023, loan QLGN-BJ99 processed with the merchant, Amazon for a purchase in the amount of $503.69. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $28.16.
Later that day, ******************** contacted Affirm indicating that they paid the merchant directly. Affirm provided the order id ********************* and advised for him to contact the merchant directly.
On September 18, 2023, ******************** contacted Affirm again inquiring about having the loan refunded. Affirm advised for him to contact his bank to ensure the payment did not go through and to contact Amazon to determine if he is owed any refunds. Upon review of ******************************** Affirm found no records advising him that a refund was confirmed.
Please note that Affirm is simply the financier of a purchase, and all refunds and cancellations are subject to the policies of the merchant. Affirm is only able to apply refunds after they are confirmed by a merchant. We ask that ******************** contacts the merchant and to provide any proof to Affirm showing the loan is owed a refund. Until a refund is confirmed, ******************** will remain responsible for repayment of the loan.
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.Initial Complaint
Date:09/18/2023
Type: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.
During the ******19 pandemic, numerous individuals, including myself, have faced financial challenges due to the economic downturn and various hardships caused by the unprecedented circumstances. In light of these circumstances, it is crucial that accurate information is reported on credit files. I am writing to dispute the inaccurate late payments on two Affirm *** accounts on my Experian credit file that i opened in DEC/2021 and MAR/2022 that i paid in full and are now closed accounts. By these accounts reporting inaccurate it's preventing me and my family from housing and job opportunities, which is in violation of the provisions outlined in 15 U.S Code 1681s-2 (a)(1)(f) Responsibilities of furnishers of information to consumer reporting agencies which states:(F)Reporting information during COVID19 pandemic (I)Accommodation The term accommodation includes an agreement to defer 1 or more payments, make a partial payment, forbear any delinquent amounts, modify a loan or contract, or any other assistance or relief granted to a consumer who is affected by the coronavirus disease 2019 (COVID19) pandemic during the covered period. The term covered period means the period beginning on January 31, 2020 and ending on the later of (aa) 120 days after March 27, 2020 ; or (bb) 120 days after the date on which the national emergency concerning the novel coronavirus disease (COVID19) outbreak declared by the President on March 13, 2020 under the National Emergencies Act ( 50 U.S.C. **** et seq.)terminates. I have disputed 3 times with Affirm *** asking for documentation and proof of the alleged late payments which 15 U.S. Code ****b - Timing of payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required.Business Response
Date: 10/03/2023
Thank you for the opportunity in responding to ******************'s BBB complaint. Affirm has reviewed his complaint which states his request to remove late marks from his credit report.
Affirm's records indicate that on December 1, 2021, ****************** obtained loan 8W2D-0QXD with the merchant, Walmart.com for $249.95. ****************** agreed to loan terms of *****% Annual Percentage Rate (APR), down payment of $37.49 and 12 monthly payments of $20.71. ****************** paid off the loan on November 3, 2022, although the payment due on January 1, 2022 was not completed until March 21, 2022.
Affirm's records further indicate that on December 21, 2022, ****************** obtained loan KIL5-TLTN with the merchant, Amazon for $166.73. ****************** agreed to loan terms of *****% APR and six monthly payments of $30.27. The loan amount of $85.90 was partially voided. ****************** one payment to off the loan on March 21, 2022, but the loan was more than 30 days past due.
Between the dates of July 18, 2022 and September 18, 2023, Affirm received three FCRA disputes for each loan in which ****************** claims the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes confirming all information being reported was accurate.
Please note that 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.
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 ******************'s request to remove credit reporting for loans 8W2D-0QXD and KIL5-TLTN.
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 ****************************************************.Initial Complaint
Date:09/18/2023
Type: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 called Affirm multiple times to remove a fraudulent charge. To date, they have not. I also called the Merchant (rticcoolers.com) to whom the alleged charge came from. The merchant responded to my request that i have not made a purchase from that site in that specific amount thus validating that I am not and did not purchase an item from them with the specifics Affirm is alleging. I also asked Affirm via a direct email for the following to confirm they did a thorough investigation: " I completely disagree with your assessment. Not only have you not told me what item I purchased the actual merchant does not have an order on file for me. I would like a full assessment and breakdown of how you conducted this investigation from the beginning point to the final resolution. Also, I have already contacted the ************************************ and now will contact the ***** State Attorney General (AG) for false and fraudulent claims. The BBB will also be receiving and the Small Claims Court will also be contacted with countermeasures and additional compensation if I am hurt financially if you report my account as delinquent. ****I am requesting that you provide your full evaluation/Investigation in documentation form. Also, I want to know who the representative you contacted at RTICCOOLER (Merchant) that lead you to believe I purchased a product from this location and had it shipped to me directly. Also, I want my electronic signature or verification I authorized a charge of this amount and the product associated with this specific purchase. ***** ***I have a right to know fully how you addressed my complaint and what evidence YOU (AFFIRM) have amassed to verify a purchase came from me (***********************) and not a FRAUDULENT entity capitalizing on your *** approach. ****** "Business Response
Date: 10/02/2023
Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed his complaint which states his concerns with a loan he claims was not authorized by him.
Affirm's records indicate that on July 20, 2023, loan X7RJ-EQ2M processed with the merchant, ritcoolers.com for a purchase in the amount of $216.49. The loan had terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $21.11.
Affirm's records further indicate that ************** reached out to Affirm on July 20, 2023 indicating the loan was unauthorized and stated that he did not make the purchase. ************** called Affirm on August 8, 2023 and followed up with the issue.
On August 24, 2023 Affirm's Account Safety Team completed their review and reached out to ************** to inform him that based on the available information available, he was found to be responsible for the loan and payments associated with the purchase. ************** was advised that the issue would only be readdressed if he submitted new evidence to substantiate his claim.
On September 5, 2023 and September 6, 2023, ************** called in again but did not provide any new evidence. Affirm reached out to him via email reiterating the findings that he was responsible for the loan and repayment. ************** was advised again that the decision is final and would only be re-addressed if he had new evidence to provide to substantiate your claim.
On September 27, 2023, Affirm sent ************** another email providing details regarding his claim and the purchase in question.
We have provided a copy of ****************** loan verification and Truth in Lending Agreement in our response to this BBB complaint. Together, these documents validate ****************** loan.
We apologize for any frustration this situation may have caused **************. In the event that he has any further questions, we ask that he contacts Affirm directly via email.Initial Complaint
Date:09/18/2023
Type: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 called Affirm ** today on September 18/2023. I have beent told by them that thdy cannot ADD my post office box to my billing account due to only physical home address allowed on file. I have been trying few times to get them to add my PO box as I live in a small town that does not have home mail delivery is why I have a post office box!I asked for a supervisor or manager today and the barely speaking english lady who frustarted me severely kept saying "no, so sorry" over and over.Business Response
Date: 10/03/2023
Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed his complaint which states his request to update the billing address on his account.
**********************'s records indicate that on September 18, 2023, ****************** contacted Affirm inquiring about updating the billing address on his account to a P.O. Box. The agent that he spoke with advised him that Affirm is unable to complete his request as P.O. Boxes are not accepted.
Per Affirm's Terms of Services, Affirm is only able to update the mailing address to a verifiable physical address which excludes a P.O. Box.
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 ************************************************************.Customer Answer
Date: 10/03/2023
Complaint: 20619730
I am rejecting this response because:my refund still hasnt been refunded to my account or payment method!!! i am very unhappy and will be getting of amazon completely !!!
Sincerely,
*****************************Business Response
Date: 10/11/2023
Thank you for the opportunity to respond to ********************** BBB complaint rebuttal. In his rebuttal, ****************** indicated that a refund still has not processed.
Mr. ******** initial inquiry was about Affirms policies on PO Boxes, which he was educated on our policies in our previous response.
****************** may be referring to his loan AWD9-L3LC with Amazon. This loan processed in the amount of $563.33. Affirm has received an adjustment of $525.27. His revised order total now stands at $14.91, that is due on 10/19/23.
If ****************** believes that an additional refund is owed, we kindly ask that he contacts Amazon directly, as we are not able to issue any refunds, unless instructed by the merchant directly.
I hope this email addressed Mr. ******** concerns and we thank him for being a valued Affirm Customer.
Kind Regards,Customer Answer
Date: 10/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
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