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:06/01/2023

  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 returned this order (load id: ********** and Amazon issued a full refund on 05/08/2023. Attached are refund confirmations from Amazon. I contacted Affirms customer service through chat and email, however, I have not received any responses to my emails and my loan still has not been cancelled.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with receiving a refund towards Affirm loan 18ME-REKX.
  
  Affirms records indicate that loan 18ME-REKX processed for $310.96 on March 27, 202, for a purchase with Amazon. The agreed upon repayment terms of the loan are six installments of $54.27 at an APR of *****% and payment due on the 27th of each month. 
  
  Please note, Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, cancellation and order fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards a loan, Affirm will credit the loan balance for that amount. To date, Affirm has not received a refund towards loan 18ME-REKX.
  
  On May 26, 2023, Affirm received contact from ************** where she explained that she had returned the order associated with the loan and it was due a refund. In her email ************** included documentation for Affirms review. ************** has not received prompt follow up to her outreach. Affirm would like to apologize for any frustration caused by this. On June 9, 2023, Affirm followed up and confirmed that **************** case was being forwarded to the relevant team for review. 
  
  Upon the receipt of this complaint Affirm has completed a review of the documentation provided by ************** and the documentation included in the BBB complaint. 
  
  Affirm would like to clarify that the documentation provided by ************** shows that a refund was processed towards Amazon order ID: ****************** and shows refunds process to a **** card. 
  
  The Amazon order ID associated with Affirm loan 18ME-REKX is 112-3586303-1104250. This is the only Affirm loan that ************** has obtained utilizing Affirm as the payment method. At this time, Affirm encourages ************** to review her Amazon order history to confirm that Affirm was not utilized as the payment method for Amazon order ID: ******************. 
  
  Affirm hopes that this information is helpful. If ************** does have documentation indicating that Amazon Order ID ******************* has been issued a refund; she is encouraged to submit it for Affirms review via email. 
  
  In the event that ************* has any further questions, we encourage her to reach out to Affirm via email. 
  

  Customer Answer

  Date: 06/15/2023

  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:06/01/2023

  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 April 29th 2023. I submitted a payment of $193.44 to ***************** paying off my debt collection from Affirm. Affirm will not validate my credit to accurately report that no balance is owed because they are stating that ***************** hasnt sent them the $193.44 that I owed. Ive provided the paid in full notice provided to me by ***************** and Affirm will not listen to me. *** tried disputing this with Experian as well but Affirm is claiming that the debt is still valid. It is. It is not and you are violating my FTC rights regarding fair and accurate credit reporting. I will absolutely *** you Affirm for inaccurate credit reporting. Fix this.

  

  Business Response

  Date: 06/16/2023

  Thank you for the opportunity in responding to ****************** BBB complaint. Affirm has reviewed ****************** complaint which states her  request to have a charged off loan removed from her credit report.
  
  Affirm's records indicate that on June 7, 2019, ************** obtained loan  OP9B-9TKA for a purchase with the merchant, CheapOAir for $253.80. ************** agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $24.17.
  
  Affirm's records further indicate that ************** completed four payments between the dates of July 7 through October 11, 2019. Thereafter no payments were made and the loan was subsequently charged off on March 7, 2020, due to having a past due balance for more than 120 days.
  
  On December 22, 2022, the loan was sold to a third party debt buyer, ******************************.
  
  Between the dates of May 19, through June 9, 2023, Affirm received four FCRA disputes from ************** claiming the information being reported to the credit bureaus was inaccurate. Affirm closed each of these disputes confirming the loan is being reported accurately.
  
  As Affirm no longer the owner of the loan, we have taken steps to remove any credit reporting of the loan by Affirm. The new account owner may report to any of the three credit bureaus. ************** will need to contact them for more information on how they report to the credit bureaus.
  
  We recommend that she contacts ****************************** at ***************) for more information.
  
  We apologize for any frustration this situation may have caused **************. In the event that she has any further questions we request that she contacts Affirm via *******************************************************************.

  Customer Answer

  Date: 06/16/2023

  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:06/01/2023

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. Please remove this inaccurate information from my credit report immediately.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed her complaint, which states she does not believe her loan is reporting accurately and wants ot removed from her credit reporting. 
  
  
  Affirm's records indicate that loan 47FB-ICDD was processed on May 13, 2021, for a purchase with the merchant, *************************, in the amount of $583.20. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $48.32. Looking at your Affirm account, this ************************* loan became delinquent because she did not satisfy the payment due on August 13, 2021 until October 25, 2021 and became more than 90 days overdue. Additionally, the loan did not receive payment from November 13, 2021 and the loan charged off to Affirms third party collections agency, ********** on January 12, 2022. ********** can be reached at ************* for any questions or to schedule payments.
  
  
  Affirm has not received direct contact from ******************** on this concern, however, we did receive 4 FCRA disputes from April 6, 2023 to June 9, 2023, and after investigation, we found the loan was reporting accurately. 
  
  
  Affirm furnishes consumer loan history to Experian on a regular basis. 
  
  
  If ******************** would like immediate repayment confirmation, please let ** know and we would be happy to provide a loan verification document.
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, we have confirmed that all credit reporting is accurate and will have to respectfully decline her request regarding her credit reporting for loan 47FB-ICDD.
  
  
  In the event that ******************** has any further questions or concerns, we encourage her to reach out to Affirm via ****************************************************.
  
  

• Initial Complaint

  Date:06/01/2023

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. This is not mine, Please remove this derogatory/chargeoff from my credit report.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed Mr. ******* complaint, which states his concerns with the credit reporting of his Affirm loan.
  
  Affirms records indicate that loan 8G9U-R5XX processed on April 27, 2017, for a purchase with City Ground. The agreed upon repayment terms of the loan are 12 installments of $19.18 at an APR of *****% and payment due on the 28th of each month. On November 26, 2017, 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. Affirm wont charge any late fees, but late payments may impact the 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, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  On December 22, 2022, Affirm sent **************** an email to inform him that the servicing and ownership of the loan had changed. This communication explained that ****************************** acquired the loan, with an unpaid balance of $190.44, including principal and accrued interest (if applicable). ****************************** now owns the loan and may contact **************** either directly or through an affiliate or third-party servicer.
  
  Affirm has no record of receiving contact from **************** reporting this loan as unauthorized. If **************** believes this loan was unauthorized, he is encouraged to complete Affirm's web form which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support your 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: ******************************************************************************
  
  Affirm received a disputes through E-***** concerning the accuracy of the information furnished on March 23, 2023, April 19, 2023, and May 16, 2023; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to  *************** on March 24, 2023, April 19, 2023, and May 17, 2023
  
  However, Affirm would like to confirm that because the loan is no longer owned by Affirm, steps have been taken to remove reporting of the loan by Affirm. Affirm asks that *************** allow 3-5 days for this update to reflect on his Experian Credit Report. The new account owner may report to any of the three credit bureaus. **************** will need to contact them for more information on how they report to credit bureaus. ****************************** can be reached by calling **************.

  In the event that Mr.  Bholai has any further questions, we encourage him to reach out to Affirm via ************************************************************

• Initial Complaint

  Date:05/31/2023

  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.

  40. I have contacted Affirm numerous times and have repeatedly asked for someone in management to resolve these fraudulent charges. They claim they are not able to figure out where the charges are coming from because it is not linked to my account. They said the only way to resolve this is to contact my bank. Which I have also done several times. My bank did an investigation and came back saying the charges were incorrectly charged and refunded me June-August 2022 and also January 2023 after another attempt to resolve this issue. The charges have continued to happen every month after that and my bank said I had to contact the merchant to resolve this issue. Finally in April 2023 my bank stopped all charges to affirm in order to stop the fraudulent charges but not I am not able to pay the actual loan I have with affirm that has 3 remaining charges of $69.22. Affirm is now claiming they are going to report them as late payments to Experian. Affirm owes me $1,354 from the charges they have illegally taken from my bank account. They refuse to figure out how or why this charge keeps happening. I have emails and records where my bank has stated these are fraudulent charges and also emails from Affirm stating they will not look into this and that I have to contact my bank.

  

  Business Response

  Date: 06/16/2023

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states she is being charged on her bank account from ********************** but no loans match to the charges. 
  
   She first contacted Affirm on January 20, 2023, by phone and spoke with an Affirm agent. In speaking with the agent, she explained that she has been seeing charges for $135.00 on her bank account coming out but she has no loans that match to this amount. The Affirm agent reviewed the account and also could not locate any loans that were set up with these payments amounts. The Affirm agent advised ****************** to please contact her bank to see if they could look into it further. 
  
  ****************** called back on February 23, 2023, and explained again that this has still been going on and asked to speak to a supervisor. The Affirm supervisor advised as well that she may want to consider speaking with her bank since Affirm sees no record of those payments being due on her Affirm account. 
   
  She called in a third time on May 26, 2023, and asked to speak to a supervisor. The Affirm supervisor reviewed her account and found the same as the precious agents. They also advised her to speak with her bank. 
   
  On June 14, 2023, Affirm opened and requested a review of this concern by our Account Safety team. After further review the Account Safety Team has not located any fraudulent activity on ****************** Affirm account. As of June 16, 2023, Affirm has escalated her concern to our payments team. We have provided her evidence, submitted with her BBB complaint and as soon as the payments team has investigated, Affirm will be in direct contact with ****************. We want to thank her in advance for her continued patience and we will be in touch as soon as we have heard back from our payments team.  
   
  In the event that **************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20128310
  
  I am rejecting this response because:
   
  Affirm has stated they have not been able to find fraudulent activity. I have submitted evidence, and I have more evidence of the actual charges amounting to the total of $1,354. They never once tried to help me before this BBB complaint. They have yet to reach out to me or ask for any evidence of these fraudulent charges. They stated that they informed me to contact my bank after three separate phone calls where I spoke to a supervisor. I also submitted complaint through the help/chat on their website and have now spoke to someone through their ******** messenger. They did not state that I did contact my bank numerous times, or the fact that my bank finally had to stop charges to Affirm all together in order to stop the reoccurring charges and now my actual loan with a balance of $207.84, can not be paid and Affirm is marking it delinquent. While my bank did stop charges after 10 months, they did not refund all of these fraudulent charges and neither has Affirm. 

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

  

  Business Response

  Date: 06/26/2023

  Thank you for the opportunity to respond to ****************** BBB Rebuttal which states her continued concerns with unknown payments.
  
  At this time, the appropriate team is still investigating her claim.
  
  As previously advised, Affirm will be in direct contact with ****************. We want to thank her in advance for her continued patience and we will be in touch as soon as the team completes their investigation.
  
  In the event that **************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20128310
  
  I am rejecting this response because:
  
  It has been 11 days since their last response through this BBB complaint. I still have yet to hear from Affirm through any of the portals I have reached out through. They keep saying that I can contact their help center but that is what Ive been doing since January and it has lead me nowhere. Not once has anyone tried to actually help me with this issue. I was still receiving charges months after my original phone calls to the help center. I have now spoke to them on numerous phone calls, have disputed through my bank multiple times, messaged them on ******** messenger, and messaged them through their help chat portal. I will not be satisfied until this issue is resolved. Affirm has illegally stolen over $1300 out of my bank account and they refuse to take accountability and solve this problem. I will not accept a response just so that they can continue to ignore me like they have done.  I have submitted more than enough evidence proving my side of this matter and Affirm has not shown any kind of concern to this.

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

• Initial Complaint

  Date:05/31/2023

  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.

  May 21, 2023 Amount $157 Affirm.com Merchant: Bed Bath and Beyond I made a purchase through Affirm.com and requested a **** virtual card for an amount of $157 on May 21, 2023. After completing the transaction on bedbathandbeyound site the transaction was declined because the virtual **** card line of credit was for $157 only. The transaction amount was for more, and the purchase was declined. Then a few minutes later, I received a email stating a for $157 was approved and my checking account thats linked to the Affirm account was debited for $39.25. And on Affirm.com it showed there was a pending transaction with a remaining balance in the amount of $117.75. Since May 21, 2023, Affirm.com shows this balance still is pending and waiting for the merchant to complete processing the order.Lastly, I called to dispute this transaction with Affirm.com and was told I needed to call the merchant and request documentation that this transaction was never really processed on bedbathandbeyound system on May 21, 2023.On May 31, 2023, at 6:07 pm, a supervisor at Affirm.com name **** advised me to called bedbathandbeyound CS with her on the line , and the recording stated they are closed for business. And on the merchant website it says the company is in Chapter 11, Bankruptcy. You can not email nor speak to a person any longer as of May24, 2023. In addition, when I attempted to lookup any transaction by my email, there is no record of any transaction ever made. And I never received an email because the order was declined. Affirm should have never approved this transaction because the merchant declined it in its entirety.I have disputed this with my bank for the amount withdrawn by Affirm for $39.25, but this transaction needs to be verified and closed instead of remaining in a pending status.Goal: I want Affrim.com to cancel this order or follow up and adjust the remaining amount under this merchant.The three pictures shows the transaction from my end and the pending status which has been in the same status since May 22, 2023.Please Help, and thank you in advance for your assistance and call me. ************************* ************

  

  Business Response

  Date: 06/14/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states that she ordered form Bed Bath & Beyond with an Affirm Virtual Card, and the card was declined but the loan is still showing on her account. 
   
  Affirm's records indicate that loan TW3I-YFEV was confirmed on May 21, 2023, for a purchase with the merchant, Bed Bath & Beyond on an Affirm Virtual Card, in the amount of $157.00. This loan has terms of ****% Annual Percentage Rate (APR) and 3 bi-weekly payments of $39.25. A down payment was processed on May 21, 2023, for $39.25. 
   
  She first contacted us through filing a direct complaint on May 31, 2023. She states that she had already filed a dispute with her bank on her down payment that was made and that Affirm needs to remove the loan. Affirm contacted her on June 10, 2023, to advise that the loan is still in approved, merchant processing. This means the loan was approved; however, the merchant has not processed the order yet. While a loan is in this status, customers are not expected to make payments to the loan. 
   
  As of June 14, 2023, the loans virtual card shows a pending amount of $141.54 that the merchant has on hold. When any pending amount is showing on a virtual card, Affirm cannot refund the card or cancel it. We understand **************** mentioned Bed Bath & Beyond has filed for bankruptcy. 
  Affirm asks that if she has any evidence or anything to substantiate her claim, please send it to us. This needs to include the original order invoice, showing that the Affirm Virtual Card matches to the purchase with the merchant, any written communication attempts even if there was no response and any other pieces that she feels may help. 
   
  In the meantime, as long as the merchant does not process the loan, the loan will cancel on its own by August 19, 2023, and the down payment will be refunded. 
   
  In the event that **************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20128157
  
  I am rejecting this response because Affirm is not excepting responsibility for verifying this transaction.
  BBY declined this transaction. I never received a confirmation number or email.
  

  Per Affirm site, this should have been resolved by them after the merchant FAILED to verify the transaction

  To date, Affirm and not received any documentation about this Affirm.com virtual **** purchase.
  

  I have called all of the 800, 844 toll free numbers, and the merchant is in bankruptcy court. The courts has appointed the company ***** to answer calls only per rep. 
  

  My goal is to resolve this matter and for Affirm bank card to show this transaction as cancelled. Just like BBY did on May 31, 2023. 
  
  
  Sincerely,
  
  *************************

  ************

  *******, **

  

  Business Response

  Date: 06/21/2023

  Thank you for the opportunity to respond to Ms. ******* BBB rebuttal complaint. Affirm has reviewed her complaint, which states that she ordered from Bed Bath & Beyond with an Affirm Virtual Card, and the card was declined but the loan is still showing on her account. 
   
  Affirm has reviewed the loan again and found that the merchant adjusted the loan on June 13, 2023, for two amounts of $70.77 which totaled the pending amount on the card of $141.54. Affirm has canceled the card as of June 21, 2023. Additionally, Ms. ******* down payment of $39.25 was refunded the same day. She can expect to receive the refund back to her original form of payment within 3-5 business days.
  
  If she logs into her Affirm account she will see that she is no longer responsible for this loan. 
   
  In the event that **************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.
  
  

• Initial Complaint

  Date:05/31/2023

  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 purchased concert tickets through affirm for a concert that ended up being canceled. I paid all 4 payments December 17th 2022, January 26th 2023, February 24th 2023 and March 16th of 2023 which was a total of $590.64. I did try to dispute the charge through my bank and chase did give me a temporary credit but then I got an email with an additional date to pay off $309.70. I shouldnt have paid that but I thought it had to do with me trying to dispute the charge. The total I have given affirm is $921.91 when its supposed to be $590 for trek tickets and i ended up giving them and extra $330 for no reason and I didnt even go to the concert because it was canceled. I am demanding a refund , I have made cases with affirm and they are trying to make me wait 90 days for a refund this is a huge inconvenience for me. The morning of May 30th 2023 they went through my bank and took out ****** . I would like all my money back and I will never be going through affirm again l. Attached are screenshots of my bank statements , the scheduled payments with the extra month i was charged and the original cost of the tickets. Thank you.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed her complaint, which states her purchase with SeatGeek was canceled due to the artist canceling the concert and ************ is expecting a refund. 
   Loan M8UU-D02M was processed on December 20, 2022, in the amount of $590.64 with the merchant, SeatGeek. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $154.85 due on the 20th of each month. The loan had a down payment processed of $147.66 on December 17, 2022. Additionally, the loan had 3 payments made each for $154.85 on January 26th, February 24th, and March 16th, 2023. This totaled $464.55. 
   
  ************ first contacted Affirm on April 27, 2023, to explain that the concert was originally canceled, and she did not attend and was looking to see how she could get a refund. The Affirm agent advised that refunds are based off of the merchants policies and she would need to speak to the merchant. Additionally, if she found she was not being helped by the merchant Affirm could always look into a dispute and the Affirm agent advised her how she could send in evidence. 
   
  The same day, ************ called again to advise about her canceled concert. The Affirm agent went over expectation of a potential merchant dispute explaining that if a dispute is opened Ms. ********** would not be held responsible for payments but until then the loan was still her responsibility. The request was escalated for further review that day. 
   
  After further review, Affirm replied to ************ on April 27, 2023, to let her know that the loan was outside of Affirms 120 dispute window for an Affirm Virtual card, and she would need to work with the merchant. On May 30, 2023, she called Affirm to let ** know that she had been overcharged even though she had already paid off the loan. The Affirm agent requested that she please send I the screenshot of her bank account to show the charges which she promptly sent. 
   
  Affirm followed up that the down payment reflected a chargeback for $147.66 and once our payment processor finished their investigation, Affirm will be notified once they receive the bank's ruling. This process can take up to 90 days from the filing date which was April 28, 2023. ************ called on June 1, 2023, due to receiving an email from Affirm telling her that because of the evidence of her pending reversals on her chargebacks she is due a refund check of $309.70. ************ asked if this could be refunded sooner. The Affirm agent she spoke with was able to reverse the $309.70 back to her account. 
   
  The refund was processed on June 1, 2023, and she was advised the same day that the refund can take **** business days to reflect back onto her original form of payment. Additionally, a check for $19.89 has been mailed to her address on file for the remaining amount due. ************ is no longer responsible for any further payments on the loan. 
   
  In the event that ************ has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.

• Initial Complaint

  Date:05/31/2023

  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 Brazilian body wave virgin hair from Amazon which costed $150.84 and I returned the hair 04/23/2023. Because of bad quality hair. Affirm was very acknowledged and said that I will receive my complete refund for the payment of $52.25. AFFIRM sent 2 checks 1 of them I deposited in my bank account and the check was a stop payment from afffirm company which cost me a $25 return check fee through my bank so now a firm owes me $77.25 and is refusing to return my money to me. I have called countless of times to resolve this issue with several supervisors and yet still I have not received my $77.25. And I have sent them an email letting them know that I was charging additional $25 for return check fee because of their company and they claim that they will escalate the case to a higher source and yet still I have not got paid. Then Affirm sent a second check which I walked into ********** where the company have an account and the bank refused to cash the check and told me to speak with the company. Because they could not disclose any information regarding why they couldn't. They keep sending the same automated emails and no one has reached out from their company. And it's become a very frustrating matter that no customers should have to go through. I'm still trying to get my money back and it's an unsuccessful and people really need to know that this company has major issues that needs to be resolved before trying to make a purchase through them ever again in life!!! PLEASE HELP ME BBB GET MY MONEY BACK AND RESOLVE THIS ISSUE AND MAKE SURE NO ONE ELSE HAS TO GO THROUGH THIS!!!!! THANK YOU IN ADVANCE..

  

  Business Response

  Date: 06/16/2023

  Thank you for the opportunity to respond to Ms. ********* BBB complaint. Affirm has reviewed her complaint, which states her dissatisfaction with the refund process with Affirm and has been charged fees from her bank because of it. 
   
  Affirm's records indicate that loan KHL6-UTCG was confirmed on March 13, 2023, for a purchase with the merchant, Amazon, in the amount of $150.84. This loan has terms of *****% Annual Percentage Rate (APR) and 3 monthly payments of $52.25 due on the 13th of each month. The loan had one payment made of $52.25 on April 13, 2023. A refund was then processed for the full amount of the loan for $150.84. The same day, Affirm attempted to refund the loan for the payment of $52.25 and the refund failed. When this happens Affirm will send the refund in the form of a check. 
   
  On May 3, 2023, ******************** called Affirm and spoke with an Affirm agent explaining that she was not satisfied with the refund being sent by check and she wanted her money now. The agent attempted to explain to her why she would be receiving a check, however ******************** interrupted the agent multiple times, not allowing them to explain. She eventually asked for a supervisor who also tried to explain why a check would be sent. The supervisor was able to explain that we would escalate the case however the refund would be sent by check. 
   
  The following day on May 4, 2023, Affirm responded to ******************** via secure message to let her know that her check for $52.25 was sent to the address we have on file which was, the address starting with **********************. ******************** replied on the same day very upset, telling Affirm how the check could be sent there as she had just updated her address on May 3, 2023. In seeing this Affirm requested the check be voided as we took this as ******** stating she would not be able to receive the check. 
   
  Affirm then contacted our customer refunds team on May 5, 2023, and requested a new check be sent.  We advised her the same day that we had requested a new check. On May 11, 2023, Affirm informed ******************** that the first check had been voided and a second check would be sent. On May 18, 2023, ******************** called Affirm and told the Affirm agent that she got the first check and that it had bounced and that she was charged $25.00. The agent escalated her request for further review. 
   
  She called again on May 19, 2023, and spoke to an Affirm supervisor about the same issue and the request was escalated again and notated. The supervisor had also requested she please send in any evidence of the bounced check and $25.00 fee she was charged. She sent the evidence the same day. Affirm contacted our customer refunds team on May 20, 2023, to request a third check be reissued including the $25.00 fee. ******************** was advised via secure message on May 25, 2023, that her new check would arrive the following Monday, May 29, 2023. Please note this date is considered a holiday when mail may not be sent, and to consider that within the timeframe of receiving the check. 
   
  Affirm has been in contact with our customer refunds team who has confirmed that the new check for $52.25 was mailed on May 22, 2023, and reflects that it has not been cashed to date. Additionally, the fee of $25.00 that she was charged by her bank has also been requested to be refunded on June 16, 2023, and she can expect to receive the check within 30 days.  
   
  In the event that ******************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20125656
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/27/2023

  I reached out to  Affirm on 6/27/2023 and spoke with a supervisor  name ******** and also a customer service agent whom could NOT assist me with any information on "WHERE IS MY REFUND OF $52.25 & $25 THAT HAVE NOT BEEN RECEIVED AS OF TODAY!!!! And Supervisor ********* said AFFIRM NEVER MADE A TROUBLE TICKET OR COMPLAINT FOR THAT THE CHECKS CAN'T BE CASHED!!!! SO SHE DOS IT TODAY 06/27/2023.. And yet still this situation is ongoing and I'm SUPER UPSET WITH AFFIRM FOR THE BUSINESS & CUSTOMER SERVICE THAT HAS BEEN APPLIED!!!! WHICH IS NONE!!!?????? PLEASE BBB HELP!!!! AFFIRM IS A RIPE OFF COMPANY WITH MANY EXCUSES AND NO RESULTS!!!! I WANT MY MONEY BACK ASAP!!!!!! Here are some snapshots of the follow email sent 06/27/2023 AFTER contact with AAFIRM.. 

  

  Business Response

  Date: 06/30/2023

  Thank you for the opportunity to respond to ************************ BBB rebuttal which states her concerns regarding a return check fee of $25.00. 

  While reviewing the complaint and issue, Affirm's ************* Team reached out to their Accounting team regarding the issue.

  At this time, the case is still under review. Once the investigation is complete, the team will reach out to her directly with an update.

  Affirm would like to thank ******************** for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20125656
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/17/2023

  I have not received any of my money back or any kind of contact or reply concerning my refund at all from AAFIRM or any affiliate of this company whatsoever and I feel very ripped off!!!!! AND I'M PISSED!!!!!?????? PLEASE HELP BBB I WANT MY MONEY BACK FROM THIS RIP-OFF COMPANY!!!! NO CHECKS HAVE BEEN SENT!!! I HAVE NOT BEEN REACHED OUT TO FROM AFFIRM COMPANY AND I HAVE NOT RECEIVED ANY MONEY THAT THE COMPANY KEEP FALSELY SAYING THAT THEY'RE GOING TO REFUND ME WITH!!! THIS IS ABSOLUTELY RIDICULOUS AND VERY UNPROFESSIONAL AND THIS COMPANY NEEDS NOT TO EXIST IF THEY'RE INCAPABLE OF DOING LEGIT BUSINESS WITH CONSUMERS!!! ??????

  

  Business Response

  Date: 07/31/2023

  Thank you for the opportunity to respond to ************************ BBB complaint which states her concerns regarding and overage charge of $25.00 and her refund for her loan with Amazon 
  
  Affirm has been in contact with our customer refunds team who has confirmed that the new check for loan, KHL6-UTCG, for $52.25 was mailed on May 22, 2023, and reflects that it has not been cashed to date. Additionally, the fee of $25.00 that she was charged by her bank has also been requested to be refunded on June 16, 2023. The check reflects it is also outstanding and was mailed to her on July 14, 2023. Affirm had reached out to ******************** on June 1st and ****, 2023, requesting further information from her and she has yet to respond to our secure message. 
  
  We kindly ask her to please reply to one of those communications so we can further assist. 
  
  Affirm would like to thank ******************** for her patience with this matter. In the event that she has any further questions, Affirm encourages her to reach out to Affirm via email.
  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20125656
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/31/2023

  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 booked two flights for my wife and step daughter with ****** airlines through Priceline on April 6th, 2023. I used Affirm to pay for them. Immediately after booking, ****** sent cancellation emails because the flights were overbooked. These emails showed a full refund for one flight and a $0 charge for the other flight. Priceline did not even show the trip in my wife's account because the flights were cancelled so quickly. We later rebooked directly through ******, using another payment method.Affirm insists that Priceline did not release all the funds to them. Priceline doesn't even show any transaction. ****** never charged me. Affirm is the ONLY party here trying to make me pay for flights that were cancelled by the airline. I have contacted them many times, both over the phone and through email, and they keep saying things like "When YOU cancelled you flights..." I keep having to remind them that I cancelled nothing, and that federal law requires that I be refunded when an airline cancels my flights. I have sent Affirm the cancellation emails. I have told them I have spoken with both ****** and Priceline, who insist no money was even processed. Affirm still will not refund the loan. They say they're opening a dispute, and they're investigating it, but they still want me to make payments on a loan for a nonexistent flight. They're essentially stealing from me. There was no flight. They are charging me for a nonexistent product.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed her complaint, which states that the purchase with Priceline was canceled by ****** Airlines, and she is still expected to pay. 
  
  Affirm's records indicate that loan WKJR-5LEP was confirmed on April 10, 2023, for a purchase with the merchant, Priceline, in the amount of $721.59. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $63.37. The loan has received two partial refunds totaling $387.78. The refunds were applied on April 9, 2023, for $333.81 and on June 10, 2023, for $53.97.
  
  She first contacted Affirm on April 17, 2023, when she reached out through Affirms ************ She followed up by reaching out in Affirms chat service on May 8, 2023, advising that the merchant was the one who canceled the flight, not her. The Affirm agent provided her with our email to provide her evidence and documentation which was, **************************************** Additionally, Affirm sent a follow up after the chat ended, requesting certain forms of documentation and explained the dispute process. Affirm received some of Ms. ******* evidence as well the same day. 
  
  On May 31, 2023, Affirm advised **************** that the partial refund of $333.81 was processed and the airline provided a flight credit of $143.80. **************** was not satisfied with this as a resolution and called to explain, the same day, that she was still missing part of her refund. In speaking with an Affirm agent she asked to speak to a supervisor. The supervisor escalated her request again for further review. 
  
  On June 2, 2023, Affirm reached out to **************** to explain that Priceline was working within their policies. **************** replied stating that she was only partially refunded for the $333.81 but the full refund due was for $389.78. Affirm reached out once more to request further details from both **************** and Priceline. On June 6, 2023, after confirming with the merchant, Affirm found that the loan was due an additional $53.97 which was processed as a refund on June 10, 2023. 
  
  Please note, Affirm manages the financing of your purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds your loan, you are still responsible for repayment. 
  
  If **************** is expecting further refunds, Affirm encourages her to please contact Priceline directly as they have only advised Affirm of the refund that have been applied. 
  
  In the event that **************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week.
  
  

• Initial Complaint

  Date:05/31/2023

  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 May 6, 2023 ********** #*** submitted a refund to affirm for $203.76 for a loan of $247.00. Affirm adjusted the loan and put the $203.76 to the proper loan. On May 6, 2023 ********** #**** submitted a refund to Affirm for $202.57 instead Affirm putting the $202.57 to the proper ********** loan that matches the store number #**** Affirm added the refund to the ********** loan *** which means they refunded $406.33 to a loan of $247.00. I have been contacting Affirm for about a month and Affirm continues to tell me 3-5 business days. Now affirm will not give me a time frame because they do not understand how this mix up happened and dont know where the money for the second refund went. I explained to affirm and submitted documentation proof that the order was never picked up and you can tell which store the refunds belonged to because ********** lists the store number for convenience. I cannot get in contact with any one and Affirm is trying to charge me for money that was refunded to them and they misplaced.

  

  Business Response

  Date: 06/15/2023

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed her complaint, which states her dissatisfaction with the timeframe to fix a refund that was applied to the incorrect ********** loan on her Affirm account. 
   
  Loan GR1M-6BLC was processed on May 8, 2023, in the amount of $203.00 with the merchant, **********. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $20.39 due on the 8th of each month. This loan is linked to the ********** store #****. 
   
  ****************** first contacted Affirm on May 10, 2023, by reaching out in our Affirm chat service. She explained that one of her ********** loans was returned the same day and she has yet to see a refund for it. The Affirm agent stated they would escalate the case to have it reviewed. 
   
  ****************** called in again on May 15, 2023, about the loan being incorrectly refunded. She mentioned that an agent she spoke with had refunded the wrong loan, closing it out when it was the loan she was still paying on. The Affirm supervisor found the loan was, ****-VJFU which was refunded for $43.82. In reviewing the loans and ****** transactions the supervisor offered to reevaluate the case to see what we could find out further. 
   
  On May 16, 2023, Affirm opened a technical request to dig deeper into both the Debit+ and loan in question. It was noted that the loan, ****-VJFU was fully refunded when loan, GR1M-6BLC should have been the one to receive a full refund. ****************** provided further evidence to support her claim on May 16, 2023. Affirm provided her and update on May 23, 2023, via secure message that we were still reviewing her request and he was advised the same details when she called in the same day and spoke with an Affirm agent. 
   
  ****************** called in on May 30, 2023, dissatisfied with the timeframe of this request. The supervisor advised that we were still reviewing and that though we advised a timeframe this specific request was taking a little longer.  
   
  On June 1, 2023, Affirm contacted ****************** via secure message to let her know that loan, GR1M-6BLC was fully refunded and she is no longer responsible for repayment on the loan. 
  Affirm would like to apologize for any confusion or frustration this has caused. Both loans, GR1M-6BLC and ****-VJFU, have been fully refunded. 
   
  In the event that ****************** has any further questions or concerns, we encourage her to visit our ************ or call ************ between the hours of 7AM to 10PM CT seven days a week