ComplaintsforAffirm.com

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Affirm has been processing a loan for cancelled airline tickets for almost one month, since july, 1 2021. I have called several times and cannot get a resolution. I have reported this to my bank and will be following up with all legal advocates available to me.

  

  Business response

  08/10/2021

  Thank you for the opportunity to respond to Ms. ******* BBB complaint, which states her concerns in regard to a refund for loan ******** that was not confirmed.

  Affirm's records indicate that Ms. ***** applied and was approved for a Virtual Card loan (****-****) to make a purchase with the merchant, ******* on July 1st, 2021 in the amount of $739.02 Ms. ***** was required to make a down payment of $173.67. Ms. ***** contacted Affirm later that day indicating the purchase was cancelled, but Affirm advised Ms. ***** that there were no refunds yet reflected on the loan and the merchant was still processing the order.

  
  Upon further review, Affirm was able to successfully void Ms. ******* loan on August 9th, 2021. Ms. ***** was then issued a refund for her down payment of $173.67 back onto her original payment instrument. 

  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to Affirm directly via email.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/26/21 I was going to book a trip through Expedia using **********. The booking never went through, never received a confirmation email from Expedia. Contacted Expedia to verify there was no booking. Affirm had immediately taken the funds from my account even though their was not sufficient funds to cover the trip. My account was then overdrawn. So I contacted Affirm to let them know that there was no booking that went through. They said Expedia showed it was still processing it, contrary to what Expedia told me. Expedia said it was in fact cancelled and I would received my refund within 24 hours. That did not happen, so I contacted Expedia again to verify that there is no booking for my account. Affirm however said it is still processing and could take up to 21 days to get a refund! They have my money and I have no trip!

  

  Business response

  08/11/2021

  Thank you for the opportunity to respond to Ms. ******** BBB complaint, which states her concerns in regards to a refund for loan ********* that was not confirmed.

  Affirm's records indicate that Ms. ****** applied and was approved for a Virtual Card loan (*********) to make a purchase with the merchant, Expedia on July 26th, 2021 in the amount of $2,321.96. Ms. ****** was required to make a down payment of $1,221.96. The merchant placed two authorizations of $1.00 each on the Virtual Card. The merchant then attempted to authorize the purchase amount of $2,321.96. Due to the two prior authorizations, the Virtual Card was declined for insufficient funds. 

  Upon further review, Affirm was able to successfully void Ms. ******** loan on July 29th, 2021. Ms. ****** was then issued a refund for her down payment of $1,221.96 back onto her original payment instrument. 

  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to Affirm directly via email.

  Customer response

  08/12/2021

  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,
  
  Stephanie ******

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a fraudulent account opened with this company in my name. I have been very unsuccessful with my attempts at removing the account. I submitted numerous documents, police reports and identity theft affidavits but affirm would continue to reject my dispute and say the account belongs to me. On July 6th I disputed again and on the 18th of July I mailed in all documents with a signature receipt, which I did receive from affirm and experian on July 21st. Affirm has repeatedly rejected my dispute, even after receiving all my supporting documentation on the 21st. They are adamant the account belongs to me which is inaccurate. All of my documentation has proven that I never resided at the delivery address for affirm and they have just totally disregarded what I’ve sent in. I was able to speak with someone in the experian fraud department who told me the account will be deleted but this was a decision experian made, not affirm. Affirm is a terrible company to dispute with

  

  Business response

  08/11/2021

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* BBB complaint which states her request to remove loan ********* from her Affirm account as it is unauthorized.

  Affirm did not receive any communication from Ms. ***** regarding this loan until January 19, 2021 when Affirm escalated an unauthorized loan claim. With the information available to Affirm, it was determined that Ms. ***** is responsible for the repayment of this loan. 

  Ms. ***** was provided an Affidavit to provide more information for Affirm to reopen the investigation on January 22, 2021. On July 17, 2021, Affirm received a completed affidavit form from Ms. *****. The new information was reviewed, but Affirm's Risk Operations team determined that Ms. ***** will still responsible for the loan.

   Please be aware that Affirm has a regulatory obligation  to furnish accurate loan and repayment information (positive or negative) to the credit bureau. This information is available on Affirm's Terms of Service, which was agreed to upon creation of each confirmed loan. As result, Affirm will have to decline Ms. ******* request to remove the loans from her credit report.
   
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out directly to Affirm via email.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Affirm holds a loan for a company called ******* Furniture. ******* furniture failed to deliver merchandise due to it being damaged and canceled the order. I told ******* that I wanted a refund and they would only give me a partial one minus restocking fee. The merchandise was never in my possession and was damaged according to Renegade furniture delivery. I contacted Affirm to let them know of the situation and that I wanted a refund. ************ stated I would have to dispute it. I told **** that I was not comfortable doing that because *********************************** from Renegade stated "Please note, Affirm has confirmed our right to these fees time and time again." This to me was unethical and a sign that Affirm would not be able to render a decision soley on the facts. I requested a refund in the amount of ******.

  

  Business response

  08/10/2021

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern with for a refund towards loan MRTA-1SA2.

  
  Affirm's records indicate that on June 25th, 2021, **************** obtained loan MRTA-1SA2 in the amount of $1,799.00 for a purchase with the merchant, ******* Furniture. **************** agreed to loan terms of *****% Annual Percentage Rate and 12 monthly payments of $172.66.

  
  On July 25th, 2021, **************** completed her first payment of $172.66. The next day, ******* furniture provided a partial refund towards the loan in the amount of $1,529.15, which was 85% of the total purchase amount. Per the merchant's policy, cancellations made after one business day is subject to a 15% cancellation fee. **************** contacted Affirm to inquire about the refund but stated she did not want to dispute the loan officially.

  
  On August ***************; Affirm sent **************** an email confirming the partial refund was applied towards her loan, but that she needed to contact the merchant directly if she wished to pursue a full refund.

  
  Please note, while Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, these are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. 
   
  In the event **************** has any further questions or concerns, we encourage her to reach out directly to Affirm via email.

  Customer response

  08/11/2021

   
  Complaint: 15700140
  
  I am rejecting this response because: ******* furniture canceled my order not me. They canceled my order due to damage to the merchandise. They wanted to fix the damaged furniture and send to me. Affirm has acknowledged that the furniture has been damaged in an email. Second, ******* Furniture terms and conditions state they will send new and undamaged furniture. The furniture is no longer new once it's damaged and fixed. I didn't pay for damaged and fixed furniture I paid for brand new furniture. Apparently, affirm automatically will side with the merchant and I know this because of an email sent by a representative at ******* stating as such. In addition, I was charged a restocking fee for furniture that NEVER came to me. Affirm has a responsibility to refund my money because ******* violated their own policy. Here is the link to their terms and conditions in case Affirm doesn't have a copy. https://colemanfurniture.com/terms-and-conditions Please immediately refund the 15% stocking fee. My next step is to dispute the charge if you refuse. I have emails from your customer service acknowledging the furniture was damaged and ******* canceled the order not me.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/23/2021

  Thank you for the opportunity to respond to ******************** BBB rebuttal. Affirm has reviewed her complaint which states her concerns with restocking fees and the refund amount from the merchant associated with her Affirm loan.
  
  As previously mentioned, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, and any associated fees with restocking or refunds. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. At the time of this BBB rebuttal there have been no additional refunds applied towards the loan.
  
  At this time, Affirm has escalated ******************** concern to the appropriate team for review and follow up, to determine if the merchant is working within their return policy. Affirm would like to thank **************** for her continued patience and assure her that our team will be following up to assist as soon as possible.
  
  In the event that **************** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer response

  08/24/2021

   
  Complaint: 15700140
  
  I am rejecting this response because:this is a cookie cutter approach to acting like their investigating the case. The merchant violated their own terms and conditions. They admitted via email to doing so. As previously mentioned the merchant canceled my order ( not me) because it was damaged and they wanted to fix it. They have in their terms and conditions that customers will receive new and undamaged furniture. At the time it was damaged its no longer new. Please refund my money immediately.

   

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

  

  Business response

  08/30/2021

  Thank you for the opportunity to respond to ******************** BBB rebuttal. Affirm has reviewed ******************** complaint which states her concerns with restocking fees and the refund amount provided by the merchant associated with her Affirm loan.
  
  Affirm would like to reiterate that ******************** dispute case has been reopened and is currently under review. The Affirm ************* team will be following up with **************** once they are able to provide an update and with a determination whether or not the merchant is working within their policies.
  
  Remember, Affirm simply handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, and any associated fees with restocking or refunds. These are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund.
  
  Affirm would like to thank **************** for her continued patience. In the event that **************** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer response

  08/30/2021

   
  Complaint: 15700140
  
  I am rejecting this response because:your simply reiterating yourself. If you abide by the merchants policies than you understood that they violated their own policy by canceling my order and trying to send me the damaged merchandise that they fix. Thats not new merchandise. Stop playing word games and refund the restocking fees. This is ridiculous. 
  

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

• Initial Complaint

  07/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, Affirm is attempting to defraud me - this concerns Loan ID ********* in the amount of $911.00 processed on April 19, 2021. I have used Affirm many times & am shocked by their recent activity. They are claiming that I owe them ~double what it should be for a purchase made with the Home Depot (online & fulfilled by a local store). The order that was tied to this loan could NOT be completed by ************* as the loan amount was inadequate for the purchase (I forgot to add tax to the amount requested from Affirm). So, minutes later, I started the ordering & loan process again & this time request the correct amount - that order went through & was fulfilled by Home Depot. I have actually already paid off that loan. Those details are: LOAN ID: ********* / PURCHASE TOTAL $985.00 / Processed: Apr 19, 2021. Home Depot confirmed that there was only the one successful order. Note that there was no return or cancellation in writing for the 1st order as it never went through.

  

  Business response

  08/10/2021

  Thank you for the opportunity to respond to Ms. ********** BBB complaint, which states she has yet to receive a refund after cancelling loan *********.

  
  Affirm's records indicate that Ms. ******** obtained loan ********* in the amount of $911 for a Virtual Card used for a purchase with the merchant, The home Depot. Ms. ******** agreed to loan terms of 0% Annual Percentage Rate (APR) and three monthly payments of $303.67. On the same day, there was a second loan, *********, obtained in the amount of $985 for a Virtual Card used with the same merchant. This loan had loan terms of 0% APR and three monthly payments of $328.33.

  
  For loan *********, the merchant provided a partial refund on May 9th, 2021 in the amount of $32.45. Ms. ******** paid off this loan on July 19th, 2021. For loan *********, the merchant provided a partial refund on May 9th, 2021 in the amount of $48.08. There has been no payments made towards this loan and it is currently overdue.

  
  On May 6th, 2021, Ms. ******** contacted Affirm indicating that loan ********* needed to be refunded as the purchase was never completed. On May 14th, 2021, Affirm sent Ms. ******** requesting for more information in regards to the purchase to see if a refund was owed towards the loan. An official merchant dispute was escalated and Ms. ******** was advised the process could take up to 90 days to come to a resolution.

  
  On July 27th, 2021, Affirm sent Ms. ******** an email advising that the dispute was ruled in favor of the merchant as there was not sufficient evidence showing that loan ********* was owed a refund. Ms. ******** would have to contact the merchant directly in regards to a full refund. Later that day, Ms. ******** emailed Affirm voicing her displeasure with the decision and insisted that she only received one item from the merchant despite two loans being processed. 
  On August 9th, 2021, Affirm sent Ms. ******** an email reiterating the decision and a confirmation of the delivery of the item by the merchant was sent to Ms. ********.

  
  Please note, while Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, these are always subject to the merchant’s policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. 

  
  In the event Ms. ******** has any further questions or concerns, we encourage her to reach out directly to Affirm via email.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Im reaching out to you because I never received my package. I even forgot I ordered the package because I order so much online. I was packing my suitcase to go away and realize that I never got it. I check the tracking and it said it was delivered. So I immediately reach out to affirm. They are making me still responsible for a package I never received even put it on my credit. They said it said delivered. I told them just because its say delivered dont mean nothing.

  

  Business response

  08/11/2021

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concerns with having not received her order and Affirm's dispute adjudication.

  Affirm's records indicate that on February 12th, 2021, **************** obtained loan 1N7E-98CZ for a purchase with the merchant, Stadium Goods. **************** agreed to loan terms of *****% Annual Percentage Rate (APR) and three monthly payments of $65.40 due on the twelfth of each month.

  On April 11th, 2021. **************** contacted Affirm indicating she had not yet received her order. The following day, April 12th, 2021, Affirm escalated an official merchant dispute, and sent an email to **************** and Stadium Goods requesting evidence to substantiate the claim.

  On July 7th, 2021, Affirm emailed **************** advising that the dispute was closed in favor of the merchant, as they had not received any evidence from her and the tracking information provided by the merchant confirmed a successful delivery. Later that day, **************** sent an email expressing dissatisfaction with the dispute, which included an attachment that Stadium Goods had sent to ***** Claims Team releasing any liability for the missing package.

  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds and cancellations. These are always subject to the merchants policy and after the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Additionally, Affirm investigated any credit reporting implications as a result of ******************** claim, and have taken steps to ensure that her credit report is accurately updated. This was communicated to **************** via email on July 23rd via email. Please note, while there are no credit implications for this loan, **************** are still responsible for repaying the remaining balance of the loan unless the merchant process a full refund.

  In the event that **************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am disputing a loan made through Affirm as the merchant never provided services and violated California Civil Code section **** and ********** Business and Professions Code ***** BPC and Section 5(a) of the ************************ Act (FTC Act) (15 USC 45) which voids any refund policy written by the merchant. Affirm has not addressed this dispute and is not responding to emails. Case documentation can be found here: https://drive.google.com/drive/folders/1vymTUOy1LFoR5UI3lxjrEFQkqWAmTAfC

  

  Business response

  08/09/2021

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states her concerns with not receiving the full service she paid for with the merchant, not having received a refund, and Affirm's dispute process.

  Affirm records indicate that on April 4th, 2021, *********** obtained loan OU9L-5GGP for a purchase with the merchant, Shades Of Blu Dog Training. *********** agreed to loan terms of 0% Annual Percentage Rate (APR), and six monthly payments of $695.83 due on the 5th of each month.

  On June 3rd, 2021, ************ contacted Affirm indicating she was unhappy with the service she had received from the merchant, and claimed the merchant violated their contract. Affirm sent ************ an email requesting more information so that an official dispute could be escalated on her behalf. Later that day, ************ sent an email detailing that she was denied service that she had paid for by the merchant. On June 4th, 2021, ************ was advised that an official dispute was escalated.
  On July 16th, 2021, Affirm emailed ************ advising that the dispute was closed in favor of the merchant, as there was not enough evidence to show that a refund was owed to **************** loan in light of the merchant's refund policy. ************ responded to the dispute adjudication, continuing to state that the merchant had broken their contract. On July 28th, 2021, a request for additional information was sent to ************, in order to determine if a new dispute could be pursued. ************ has responded to this request, and the case is ongoing.

  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds and cancellations. These are always subject to the merchants policy and after the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund.

  Affirm understands **************** frustrations regarding this process and will reach out to her directly regarding the resolution of her dispute.

  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm directly via email.

  Customer response

  08/10/2021

   
  Complaint: 15698032
  
  I am rejecting this response because: Affirm has not been responsive to my requests and still has not looked into the case thoroughly. This response indicates that I received services, which I have not received. Affirm based its decision off of a return policy that was not conspicuous and in violation of ********** consumer laws. In addition, the merchant also violates several other consumer protection laws including two Federal laws. Affirm has not addressed these violations. Instead, Affirm is giving me the run around. 
  
  Sincerely,
  
  *****************

  

  Business response

  08/19/2021

  Thank you for the opportunity to respond to **************** BBB rebuttal. Affirm has reviewed **************** complaint which states her concern with the return policy of the merchant she obtained her Affirm loan with.
  
  As previously mentioned, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds and cancellations. These are always subject to the merchants policy and after the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. At the time of this complaint, there have been no refunds applied towards **************** loan.
  
  Affirm's records indicate that ************ was contacted via email by Affirm ************* on August 16th, 2021. This communication notes that while the initial dispute was ruled in favor of the merchant, Affirm is continuing to review this matter. Please note, 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 order issues. However, Affirm's decisions are ultimately subject to the merchant's policies.
  
  As indicated in the email correspondence sent to ************ on August 16th, 2021, this matter has been forwarded to the appropriate team for additional review. They will each out to her directly regarding the resolution of her dispute as soon as possible.
  
  In the event that ************ has any further questions, we encourage her to reach out to Affirm directly via email.

  Customer response

  08/20/2021

   
  Complaint: 15698032
  
  I am rejecting this response because: These activities are in violation of my consumer rights. I never received services therefore this is not a refund. Affirm is a responsible party within this transaction. My business and credit relationship is with Affirm. Their opting out of the matter is a violation of my consumer rights. 
  
  Sincerely,
  
  *****************

  

  Business response

  08/30/2021

  Thank you for the opportunity to respond to **************** BBB rebuttal. Affirm has reviewed **************** complaint which states her concern with the return policy of the merchant she obtained her Affirm loan with.

  
  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, these are always subject to the merchants policy. After the merchant completes processing a refund, Affirm will credit the loan balance for the amount of the refund. Remember that unless a full refund is received on the purchase, ************ will still be responsible for paying any remaining balance of the loan.

  
  Affirm's records indicate that **************** dispute has again been reviewed by the Affirm ************* team. Their most recent communication was sent to ************ via email on August 28, 2021. This communication notes that ************ will need to work directly with the merchant with regard to obtaining a refund. As mentioned in Affirm's previous response to this complaint, 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 order issues. However, Affirm's decisions are ultimately subject to the merchant's policies.

  
  Affirm would like to apologize for any inconvenience or frustration this has caused. In the event that ************ has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer response

  08/30/2021

   
  Complaint: 15698032
  
  I am rejecting this response because: as stated previously this is in violation of my consumer rights. Affirm is now opting out of responsibility when it is convenient for the company. This should be public knowledge that Affirms positioning is violating consumer protection laws by circumventing illegal activities by their merchants. I never received services. This is not a return transaction. It is in violation of my consumer protection rights for Affirm to continue to ask for payment. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is crazy claim I have a charge off loan which I paid and was not aware of being late they never notified me now they are using this as an excuse and their system wont prequalify for any Loans based on this they refuse to remove those remark off and its affecting me with my Loan how is this fair when I paid it Im not shouldnt be charge off this is ridiculous how they are

  

  Business response

  08/10/2021

  Thank you for the opportunity to respond to ******************** BBB complaint, which states he is being declined financing due to not being aware of the charged off status of an Affirm loan. 

  
  Affirm's records indicate that loan O93L-G0AI processed on February 24th, 2020 for $260.21 with ******** At the time of obtaining the loan, **************** agreed to repayment terms of 6 installments of $45.41 at an APR of *****% with payments due on the 24th of each month. Affirm received ******************** first payment towards the loan on March 13th, 2020, for $45.41. On April 18th, 2020, the loan was enrolled in Affirm's payment deferral program at the request of ****************. On June 30th, 2020, Affirm received ******************** second payment towards the loan in the amount of $90.82. The loan was again enrolled in Affirm's payment deferral program on August 2nd, 2020. Additionally, a payment of $136.24 was applied towards the loan by **************** on October 15th, 2020. However, a chargeback was later initiated on this payment, and as a result the loan was charged off on February 5th, 2021. Affirm received ******************** payment of $136.24 on February 10th, 2021. This payment fully settled the remaining balance of the loan and it now reflects a paid in full.

  
  With regard to ******************** claim that he was not notified of the charged off status of his loan, Affirm's records indicate that automated email and SMS communications were sent to notify him of the charged off status of the loan on February 5th, 2021. However, these communications may have not been received by **************** as he had set up his communication preferences to block them.

  
  With regard to loan declinations mentioned in ******************** complaint, please note that all loans are considered separately, and when reviewing applications Affirm considers several factors on a credit report including things like recently opened and closed tradelines, repayment history, credit limit and usage rate as well as your inquiry history. More information is available on the adverse action notices sent to **************** after each loan declination. Additionally, being declined for one loan does not guarantee that **************** will be declined for others.

  
  In the event that **************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

*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. ↩