Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Affirm.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/28/2023

  Type:Service or Repair 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 May 3, 2023, I received a phone call ostensibly from Affirm reporting an attempted fraud on my account. The caller knew personal information about my past dealings with Affirm including what I had purchased, for how much, and when the loan had bee paid off. After the call was completed, I realized that I had been scammed. The caller took out a $4100 loan to the company "Reject" in my name. I did not authorize this loan and I never received ANY products or services from this company. I reported the fraud by phone directly to Affirm on 5/4/23. I also reported the fraud to the ************************** department. After receiving no response from Affirm, I called back two additional times before I received an email response and was told that the dispute would be resolved within 90 days. I never received any further information and there is evidently no way to contact the dispute resolution department (I emailed and called several times and was told I would receive an email in response, but I never did). As of today (8/28/23) I have never received a resolution from Affirm and they have now charged off my load and sent me to collections.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her demand of a refund towards a loan that was obtained in her name without her authorization.
  
  Affirm's records indicate that on March 1, 2023, an application for loan 5R3F-76ZM was submitted in ************************ name for an Affirm Virtual Card purchase in the amount of $6,000.00. The loan had terms of *****% Annual Percentage Rate (APR) and three monthly payments of $2,121.13.
  
  On that same day, ******************** contacted Affirm indicating she may have experienced unauthorized activity on her account. On March 7, 2023, Affirm's Account Safety Team sent ******************** an email advising her that the loan was placed into a dispute with Affirm's payment processor. She was advised that during the investigation she would be responsible for making payments and that the process could take up to 90 days (or longer in some cases). ******************** replied to this email stating she would file a police report.
  
  Between the dates of April 8 and April 27, 2023, ******************** sent multiple emails to Affirm requesting for an update. On May 4, 2023, Affirm sent her an email advising the dispute was still in progress.
  
  On July 20, 2023, ******************** spoke with Affirm inquiring about any updates to her claim. On July 25, 2023, Affirm sent another email to her advising that the dispute was still being investigated.
  
  On August 28, 2023, ******************** sent another email voicing her displeasure with the dispute as more than 90 days had elapsed. On September 7, 2023, Affirm's Account Safety Team sent ******************** an email advising her that the investigation was complete and that she would not be responsible for repayment of the loan. ******************** should be advised that the loan is not being reported to the credit bureaus.
  
  We sincerely apologize for the 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.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20533383
  
  I am rejecting this response because: rather than believing me (a customer had previously paid off alone in full ) about fraudulent activity, I was threatened with collections until the merchant involved in this transaction agreed that the charge was not valid. In other words, Affirm did absolutely nothing to try to solve my fraudulent activity report. All they did was wait until they werent liable for a charge and then let me know that I was no longer liable. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/18/2023

  Thank you for the opportunity in responding to ************************ BBB rebuttal complaint. Affirm has reviewed her complaint which states her displeasure with the investigation with her unauthorized loan claim.
  
  As previously stated, on September 7, 2023, Affirm's Account Safety Team reviewed ************************ claim and details of her account. An email was sent to her advising that she would not be responsible for repayment of loan 5R3F-76ZM.
  
  We thank ******************** for her patience as Affirm was reviewing her claim. In the event that she has any further questions, we ask that she contacts Affirm directly via email.

  Customer Answer

  Date: 09/18/2023

  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 because it appears it is the only resolution I am going to get. Just a note - Affirm asks that I respond directly to them in the future via email, but they only replied to my email requests for a resolution once they had been refunded by the merchant and after sending me to collections erroneously. 

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

• Initial Complaint

  Date:08/28/2023

  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.

  My complaint is I purchased a couch from Ashleys furniture. The couch was broken and offer you an exchange or refund all I want it was the exchange they told me I couldnt get an exchange. Yeah, they gave me a refund of credit but even after almost 45 days, I was still paying on this merchandise which I have never received no money back nothing and they gave me my credit back, but they wouldnt let me use it to re-purchase the couch and told me that you couldnt do an exchange you had to do a re-purchase all over again that dont make no sense at all, thats your credit being ran multiple times for one purchase and all you needed to do was get an exchange. I didnt break the couch. The delivery people brought the couch, but they still wanted me to make my payments. Regardless, I want this matter taken care of because it dont make no sense.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity in responding to ********************' BBB complaint. Affirm has reviewed ******************** complaint which states her concerns regarding a partial refund towards her loan from a merchant.
  
  Affirm's records indicate that on April 26, 2023, ******************** obtained loan WE1X-8XHT for a purchase with the merchant, Amazon for $864.22. ******************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 24 monthly payments of $48.32.
  
  ******************** completed two payments of $48.32 each on the dates of May 26 and June 13, 2023. On June 15, 2023, the merchant applied a partial refund in the amount of $703.09.
  
  On April 19, 2023, ******************** contacted Affirm inquiring about the partial refund applied towards the loan. She indicated that she made a return of some her items and wanted to re-attempt the purchase. The agent speaking with ******************** advised to her that she would need to apply for a new loan for this purchase. On June 28, 2023, ******************** made a payment of $71.08 which settled the loan.
  
  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 encourages ******************** to reach out to the merchant directly if she is expecting a full refund towards her 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:08/28/2023

  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.

  On June 13th i purchasd** deat covers from AutoAnything with Affirm paying the bill, and in return, i had 10 months to pay the balance. On june 20th, I order** the rear seat covers from the same company, with the same arrangment. Autoanything has gone out of business and I never receiv** either order. I have fil** a complaint with AFFIRM 20 days later, adn they stat** to give them 30 days. They are now reporting me past due to the cr**it bureaus and effecting my cr**it worthiness. I have **ucat** them several times that this is in dispute, adn to cease and desit any negative action. They have not made any attempt to rectify this situation. I have call** their customer service team at least 10 times and they say teh same thing everytime. GIVE ** MORE TIME, but they keep sendign demanding texts. This is going to be forward** to the attorney general of ******** also for deceptive business practices and violation of the ****** i want this resolv**. Their website states not to pay a disput** amount, but they keep sending notices. I want answers and no one from affirm reach ** out to me. They also appear to be spoofing their phone number, as when they call, it shows up out of ******** **, and they are not bas** in ******** **. This is another complaint for the attorney general. This business practice must be correct**. I never receiv** the product. I ahve no recourse, as the company (autoanything) is out of business.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity in responding to **************** BBB complaint. Affirm has reviewed his complaint which states his request of a refund for his loans with a merchant.
  
  Affirm indicates that ************ has two loans with the merchant, AutoAnything. On June 13, 2023, loan T86V-KHNA processed for $276.66 with loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $26.97. On June 20, 2023, loan 2R6F-KOTJ  processed for $303.58 with *****% APR and 12 monthly payments of $29.60.
  
  On June 27, 2023, ************ contacted Affirm requesting for a refund for each loan and stated that the merchant was being unresponsive. He was advised that his request would be escalated. On July 13, 2023, ************ called and spoke with Affirm requesting for a refund. He forwarded documentation showing that the merchant's website was down.
  
  On August 28, 2023, ************ called and spoke with Affirm again requesting for an update on his request. Affirm sent ************ an email stating his request would once again be escalated. On September 13, 2023, Affirm sent ************ an email indicating that his loan was placed into an official dispute and requested for him to send any additional evidence which supports his claims. Once more information becomes available, Affirm will contact ************ directly.
  
  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. In the event that the loans are fully refunded, the loans will be removed from **************** credit report.
  
  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: 09/13/2023

   
  Complaint: 20532677
  
  I am rejecting this response because:
  Affirm knows this business is out of business and continues to call to collect. they stated that they would hold the account but failed to do that. Now they have noted my credit that i am past due.  their website states that if you are under dispute, dont pay.  I have followed their direction.  This is fraudulent and needs to stop.  both accounts with this company are in dispute. I have filed a claim with the attorney general and the fcc over fdcpa violations. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/20/2023

  Thank you for the opportunity in responding to **************** BBB rebuttal complaint. Affirm has reviewed **************** complaint which states his request of a refund towards his loans by a merchant.
  
  As previously stated on September 13, 2023, Affirm sent ************ an email advising that his loans were placed into an official dispute. He was advised that the due date to submit evidence supporting his claim was on September 28, 2023. Currently the dispute is still in progress and Affirm will be reaching out directly to him when the investigation is concluded.
  
  We apologize for any frustration this situation may have caused for ************. In the event that he has any questions in the interim, we ask that he contacts Affirm directly via email.

• Initial Complaint

  Date:08/28/2023

  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 have place a purchase for a hard to gazebo on a website Shopjip.us for a hard top gazebo On 08/06/2023. The product price was $540.00, and I used Affirm to pay for it. Within an hour I realized something was wrong and confined that the company I tried buy the product from was fraud. I immediately called affirm and asked the representative to cancel the loan transaction. My call was made within an hour after placing the order. The representative stated that she is unable to cancel the transaction and I have to wait 48 hours for the transaction to post. I contacted a firm again two days later and describe the situation. The representative I spoke to told me I will receive an email to which I need to respond. I have received the email and immediately responded. I explained the situation and forwarded documents I had. I also logged onto the Affirm website and follow directions to do a dispute there. Its been almost a month and I havent received any update on my dispute. I have called affirm multiple times but each time Im not able to receive any updates. Today Ive been on the phone for over an hour while the supervisor had me on hold the called dropped. I called back again. I was placed on a long hold with no one ****** back to me.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund she disputed with a merchant.
  
  Affirm's records indicate that on August 7, 2023, loan D8K0-NUO5 processed with the merchant, ****************** for a purchase in the amount of $540.00. ************** agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $180.00.
  
  On the same day after the loan was processed, ************** contacted Affirm requesting a refund as she was able to contact the merchant. The next day, Affirm sent ************** an email requesting for more information. ************** responded to this email providing more details of her attempts at contacting the merchant but indicated they were unresponsive.
  
  On August 9, 2023, an email was sent to ************** indicating that the loan was placed into an official dispute with the merchant. On August 28, 2023, ************** contacted Affirm inquiring about any available updates regarding her request. She was advised that her request was still being reviewed.
  
  On September 7, 2023, the loan was fully refunded. ************** was sent a notification confirming that the loan was fully refunded and that she would not be responsible for repayment.
  
  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 email.

• Initial Complaint

  Date:08/28/2023

  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 made a purchase using Affrim , I have used their services a handful of times everything always worked out. But on August 21 ***** I made a purchase using a firm through Best Buy. The purchase amount was $217 and some change I applied for a virtual card it told me I would have monthly payments in a down payment, I hit continue and next thing I know it said thank you for your purchase. 20 minutes later I went ahead and looked at the account. Turns out its trying to pull the money from my personal bank account instead of going through the loan as it stated. I contacted a firm top ****************************************************** that within two hours. I will be able to split those payments. If not, I would have to call back once the purchase has posted and they will be able to have the payment split. It is now August 28th 2023. I have contacted affirm numerous times in hopes that they would honor what their representative said in regards to me being able to split the transaction into payments. All I have gotten is a runaround and them telling me now that my account is locked and only resolutions team member can fix it. Yet no one has emailed me. No one has contacted me. All I want to do is simply get that purchase put into a payment plan so I can go ahead and pay. Because if I had the money in full, I would not go through a third-party app or person such as affirm to make a purchase.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concerns with converting an Affirm Card purchase to an Affirm loan. 
  
  The Affirm Card is a debit card. If you have purchasing power, you can request payment plans in the app before checkout, and after checkout if you pay in full first for an eligible purchase in stores or online. You can take advantage of the full functionality of the Affirm Card by linking your bank account
  
  ********************** received phone contact from ************** on August 21, 2023, where he explained he had made a purchase with BestBuy, and voiced concerns with the purchase not being split into an Affirm loan, and the full amount being deducted from his payment method. The Affirm agent that spoke with ************** informed him they would escalate a case to the relevant department. The Affirm agent also stated that were unsure why ************** was not given the opportunity to split the payment and also encouraged ************** to check the purchase because the window to split the purchase might open, but only was open for 24 hours as the transaction was pending. 
  
  On August 24, 2023, ************** was sent an email form Affirm informing him that suspicious activity was identified on an Affirm transaction and as a result, the account had been suspended. 
  
  The status of **************** suspended account has resulted in delays in a review of his request to extend the eligibility window for splitting his Best Buy transaction. Upon the receipt of this complaint, a case has been escalated to resolve the suspended account status, ********************** can then proceed with a review of **************** request to split the transaction. Affirm would like to apologize to ************** for any inconvenience or frustration caused by this process. 
  
  Affirm will be following up with ************** via email to complete the verification process and re-secure the account. 
  
  In the event that Mr. *********** has any further questions, we encourage them to reach out to Affirm via ***********************************************************

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair 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.

  My identity was stolen and someone took out a loan in my name. I was made aware of this in Aug 2023 when I got an email saying a payment was due. I notified Affirm that this was a fraud. They found me responsible although they cannot give me any information on the account because they cant verify me. I cant be verified because i didnt open the account. They gave me a case number ********. I resubmitted my dispute with their affidavit and have heard nothing back from them. This is fraud. I didnt open this account and Im not responsible for this debt. I will get an attorney to fight this if it cant be resolved.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************** complaint, which states his concerns that an Affirm loan was obtained in his name without authorization. 
  
  Affirm received phone contact from ************ on July 28, 2023, where he reported the suspected unauthorized activity. Upon this contact a case was forwarded to Affirms Account Safety Team for investigation into the claim. 
  
  On August 14, 2023, the Account Safety Team sent ************ an email informing him that their initial investigation had determined he would remain responsible for repayment of the Affirm loan in question. This communication also 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 attached to the email and ************ was informed that once Affirm received the completed affidavit, the investigation would be reopened and he would be informed of the outcome within 30 days. 
  
  Affirm received the completed affidavit from ************ on August 15, 2023. On September 13, 2023, the investigation concluded. ************ was sent an email confirming a resolution in his favor. This communication notes that ************ will not be held responsible for repayment of the Affirm loan in question, along 
  with confirming that if furnished, the loan will be removed from reporting in Affirms next reporting cycle. However, Affirm would like to confirm that the loan in question does not include credit furnishing. Affirm would also like to confirm that restrictions have been placed on the account in question to prevent further attempts at unauthorized activity. 
  
  Please know that Affirm takes these claims very seriously and appreciates ************** 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 Mr. ********** has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer Answer

  Date: 09/14/2023

  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:08/28/2023

  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 am not liable for this debt with Affirm.com , I do not have a contract with affirm.com *******, they did not provide me with the original contract as I requested

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity to respond to Mr. ******** BBB complaint. Affirm has reviewed Mr. ******** complaint which states his concerns with credit reporting in relation to his Affirm Account. 
  
  *********************** records indicate Mr. ****** has 19 loans that have been charged off due to non payment. Loans TKN2-E735, 5NL4-JZ1G, Z8TI-E7LB,
  ****-ROEV, NPMX-7I3O, BGPM-9N54, SOLP-7CL2, UF6-WI29, IEA4-3JV6, YQNZ-9R0E, 4U7M-BSGA, 96AF-QT7A, N88Q-OIHA SY4N-TVET, 215D-0PNM, KWM7-G4I6 and P5ZY-ZMMO were each taken out for purchases with Amazon. Loans 0G5S-WDYL and P1WG-4IFR were taken our for purchase with ***** and Retouch. The loans were all overdue for over 120 and subsequently charged off for nonpayment.
  
  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. 
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Additionally, Affirm currently only reports repayment activity to Experian, but may report to other credit bureaus in the future. At this time, Affirm can confirm that the repayment history for this loan is being accurately reported. As such, Affirm must respectfully decline his request to remove the loans from reporting.
  
  Upon origination of the loan, ****************** electronically accepted/signed a Truth in Lending Agreement. As stated in the 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, you 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).
  
  For his convenience, Affirm has attached sent him copies of both Truth in Lending Agreements and Loan Verification Letters  for each loan via email and mail. 
  
  In the event that he has any further questions or concerns, Affirm encourages him to reach out to via ****************************************************.
  
  

• Initial Complaint

  Date:08/27/2023

  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.

  In November 2022, I discovered someone used my information to open an account with **********************. After submitting an affidavit, police report and my id, they confirmed it was not me and said it would not appear on my credit report, however it is on my credit report that I owe them money. They said that this person was able to open an account using my old phone number, which doesn't make sense because how did they know my social security number? I have requested several times that they remove this off my credit report off and provide me with documentation of the loan as well as who signed it. I need to have this removed from my credit. I need to see the loan documents this person signed. I need a breakdown of how this happened. I need all copies of the loan documents and confirmation that this was fraud in writing and mailed to my mailing address.

  

  Business Response

  Date: 09/12/2023

  
  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with an unauthorized loan obtained in her name.
  
  Affirm's records indicate that on November 7, 2023, ****************** contacted Affirm to report an Affirm loan that she had not authorized. As a result, a case was forwarded to Affirm's Account Safety Team to review the claim.
  
  Between the dates of November 17, 2022 and November 23, 2022, Affirm's Account Safety Team sent ****************** several emails informing her that their initial investigation had determined that she would remain responsible for repayment of the Affirm loan in question. These communications also 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 attached to the emails and ****************** was informed that once Affirm received the completed affidavit the investigation would be reopened and she would be informed of the outcome within 30 days.
  
  On November 23, 2022, Affirm received email follow up containing the completed consumer protection affidavit. Affirm followed up via email on November 24, *************************************************************************************** ******** favor. This communication confirmed you would not be held responsible for the Affirm loan in question and that it would be removed from your credit report in Affirm's next reporting cycle, which could take ***** days to reflect on your end. It was also noted in the email that the Affirm account had restrictions placed on it to prevent further unauthorized activity. Affirm received Ms. ******** email follow up on the same day where you requested additional information.
  
  Affirm followed up via email on November 28, 2022 and explained that a technical issue occurred involving the phone number that originally was tied to Ms. ******** Affirm account, but no longer belongs to her. This resulted in the new owner of the phone number inadvertently capturing a loan in her name. The email also confirmed that the individual who captured the loan was unaware of this technical issue and that Affirm takes full responsibility for this error and had escalated this issue to ensure it is addressed.
  
  On August 17, 2023, Affirm received an email from ****************** where she reported that the loan still reflected on her credit report. Affirm would like to sincerely apologize for any inconvenience or frustration caused by this. Upon the receipt of a CFPB complaint filed by ******************, Affirm did confirm that the loan was still being reported to Experian. At this time, Affirm would like to confirm that the loan has since been removed from Ms. ******** Experian credit report and requests that she allow 3-5 business days for this update to reflect on her end. Again, Affirm apologizes for this oversight and thanks you for bringing it to our attention.
  
  Additionally, Affirm would like to confirm that a copy of the email confirming ****************** will not be held responsible for repayment of the loan and a copy of her CFPB complaint response have been sent via US mail to the address included in her CFPB complaint.
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20529406
  
  I am rejecting this response because: I need confirmation that my information is thoroughly removed from the Affirm database and that the soft inquiries on my credit reports come to an end via physical mail. I never signed up for this service and I never had the phone number you guys are claiming that I previously had. This is a clear case of identity theft and police report has been filed as well. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/21/2023

  Thank you for the opportunity to respond to Ms. ******** BBB rebuttal, which states her concern regarding her personal information being held by Affirm. 
  
  Affirm can confirm that we have submitted a request for Ms. ******** information to be removed from our database per the California Consumer Privacy Act (****). ****************** can read more about the **** on our *********** at ************************************************************************************************
  
  ****************** will receive a follow up email from Affirm once the request has been successfully processed, which may take up to ***** business days. Affirm would like to sincerely apologize for any inconvenience or frustration this may have caused. 
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20529406
  
  I am rejecting this response because: i need confirmation of this via physical mail not e-mail. Please email me confirmation of your errors and that you will no longer do soft inquiries on my social security number as well as confirmation that this account that was fraudulently created by someone else has been removed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/27/2023

  Type:Customer Service 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 ***********. They did not provide me with the original contract as requested. I demand this account be deleted.

  

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request to remove a loan from her credit report.
  
  Affirm's records indicate that between the dates of April 4, 2022 and December 20, 2022, ****************** obtained four loans for purchases with the merchant, Amazon.
  
  On April 4, 2022, loan V1WL-2FUE processed for $427.31 with loan terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $29.77. ****************** completed ten payments between the dates of May 4, 2022 and February 27, 2023. Due to having a past due balance for more than 120 days, the loan was charged off on July 3, 2023 and assigned to Affirm's partnered third-party debt collector, ***********. They can be reached by calling **************.
  
  On December 19, 2022, loan YE7G-ZS5E processed for $152.99 with loan terms of *****% APR and 12 monthly payments of $14.91. ****************** completed a payment on January 27, 2023. Due to having a past due balance for more than 120 days, the loan was charged off on June 20, 2023 and assigned to Affirm's partnered third-party debt collector, January. They can be reached by calling **************.
  
  On December 20, 2022, loan J20L-R3GN processed for $305.14 with loan terms of *****% APR, down payment of $61.03 and 18 monthly payments of $17.01. ****************** completed a payment on January 27, 2023. Due to having a past due balance for more than 120 days, the loan was charged off on June 21, 2023 and assigned to Affirm's partnered third-party debt collector, January. 
  
  On December 20, 2022, loan EVCW-9O12 processed for $199.78 with loan terms of *****% APR, down payment of $49.94 and 12 monthly payments of $14.61. ****************** completed a payment on January 27, 2023. Due to having a past due balance for more than 120 days, the loan was charged off on June 21, 2023 and assigned to Affirm's partnered third-party debt collector, January. 
  
  On April 7 and August 29, 2023, Affirm received FCRA disputes in which ****************** claims the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes confirming the information being reported was accurate.
  
  Upon review of ********************** BBB complaint, Affirm found no prior contact from her regarding her unauthorized activity claim. If she believes the loans and/or account was opened 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 her 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, she may visit the following link: ******************************************************************************.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit 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 the Loan Agreement which she consented to and approved when she obtained an Affirm loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ********************** request to remove credit reporting for these loans.
  
  In the event that ****************** has any further questions, Affirm encourages her to reach out to Affirm directly via ****************************************************.

• Initial Complaint

  Date:08/27/2023

  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 signed up for Calibrate whose financing they do through Affirm. I have attempted cancelation with Calibrate but Affirm is still requesting payments until I sort the issue with Calibrate out. I have attempted to explain the situation to Affirm through phone calls but to no avail. They are still requesting payment and it is going against my credit report for delinquency of payments. Amount paid : $274

  

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity in responding to ************' BBB complaint. Affirm has reviewed ************' complaint, which states his request of a refund towards his loan by a merchant.
  
  Affirm's records indicate that on April 3, 2023, ************ obtained loan L4BF-BXBA with the merchant, Calibrate for a purchase in the amount of $1,649.00. ************ agreed to loan terms of 0% Annual Percentage Rate (APR) and 12 monthly payments of $137.42. ************ completed two payments of $137.42 each on the dates of May 3 and June 3, 2023.
  
  On August 21, 2023, ************ contacted Affirm requesting for the loan to be refunded. He was advised that because the loan processed more than 60 days ago, the loan was not eligible to be disputed and he was instructed to contact the merchant directly.
  
  On August 23, 2023, Affirm sent ************ an email requesting for more information regarding his attempt at having the loan refunded by the merchant. Affirm has yet to receive this requested information from ************.
  
  Affirm is simply the financier of the purchase. Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  At this time, Affirm must encourage ************ to work with the merchant directly regarding a refund towards his purchase. As noted above, if the merchant processes a refund towards the loan, Affirm will credit the loan balance for that amount. ************ remains responsible for repayment of the loan until a full refund is provided by the merchant.
  
  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 the Loan Agreement which he consented to and approved when he obtained an Affirm loan. 
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline ************' request to remove credit reporting for loan L4BF-BXBA.
  
  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.