Complaints

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

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  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

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:04/03/2022

  Type:Order 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.

  Loan: MMGY-B97V paid feb 12,2022 Loan: XUM4-NUQZ paid feb 12,2022 Loan: 9O54-WWXN paid feb 12,2022 Affirm continues to report to Experian false delinquent information. It is now April 3,2022 and they wont update accounts paid in full. Truly disappointing when your taken advantage of.

  

  Business Response

  Date: 04/20/2022

   

  Thank you for the opportunity to respond to **************************** BBB complaint. Affirm has reviewed **************************** complaint, which states her concern with the credit reporting of her Affirm loans. 
  
  Affirm's records indicate that loan XUM4-NUQZ processed on May 24, 2021, for a purchase with Dyson, in the amount of $799.99. The agreed upon repayment terms of the loan were 12 installments of $77.99 at *****% APR and payment due the 24th of each month.
  
  Affirm received the first payment towards the loan on June 18, 2021. The next payment was not received until the date of August 19, 2021, ************************ also submitted a payment of $77.99 on August 27, 2021. Affirm did not receive further payment until November 13, 2021. ************************ then submitted a payment in the amount of $545.90 on February 12, 2022, this payment satisfied the remaining loan balance and it is reflected in **************************** Affirm account as paid in full.
  
  Loan XUM4-NUQZ became more than 30 days delinquent between the dates of June 18, 2021, and August 19, 2021. Additionally, the loan was over 30 days delinquent between the dates of August 27, 2021, and November 13, 2021, and February 12, 2022. 
  
  Loan 9O58-WWXN processed on July 22, 2021, for a purchase with *** Jewelers, in the amount of $1,000.00. The agreed upon repayment terms for the loan were 12 installments of $97.48 at *****%APR with payment due on the 22nd of each month. Affirm received the first payment of $97.48 on August 19, 2021. The next payment was not received until November 12, 2021, in the amount of $194.96. ************************ then submitted payment in the amount of $855.03 on February 12, 2022, to satisfy the remaining balance due on the loans.
  
  Loan 9O58-WWXN became more than 30 days delinquent between the dates of August 19, 2021, and November 12, 2021. Additionally, the loan became more than 30 days delinquent between the dates of November 12, 2021, and February 12, 2022. 
  
  Please note, Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent.
  
  Affirm has not received direct contact from ************************ prior to the submission of this complaint. Upon receiving this complaint the reporting for loans 9O58-WWXN and XUM4-NUQZ has been investigated and has been found to be accurate. 
  
  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, Affirm will have to respectfully decline your request to remove credit reporting for the loans XUM4-NUQZ, 9O54-WWXN. 
  
  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

  Date:04/02/2022

  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.

  My account has been hacked and my number has been changed in the app by someone else and I can't get in. I'm getting notifications that I owe money and can't even get in to see what I owe. I've called several times to customer service with no resolution. Now this is affecting my credit!!

  

  Business Response

  Date: 04/19/2022

   

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed **************' complaint, which states her concerns with accessing her Affirm account. 
  
  Affirm records indicate that the phone number on **************' account was updated on November 9, 2021. ************** then contacted Affirm on November 14, 2022, in order to update the phone number associated with her account. Due to the report of the phone number being updated without **************' knowledge, restrictions have been placed on the account in effort to prevent unauthorized activity. 
  
  **************** was sent several emails throughout the month of January of 2022, in an effort to proceed with the phone number update. Regrettably, these updates were unsuccessful. 
  
  At this time, Affirm would like to advise that **************' case has been escalated to the appropriate team to further assist with this process. Affirm will be contacting ************** via email as soon as possible as her case has been prioritized upon receipt of this complaint. 
  
  Affirm would like to apologize to ************** for any inconvenience or frustration caused by the delays encountered in this process. 
  
  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 Answer

  Date: 04/20/2022

   
  Complaint: 16977234
  
  I am rejecting this response because:
  
  Sincerely,
  
  I have heard this from you. Somehow, I'm getting emails saying "I have a delinquent account" yet, I have no way to know what I'm paying, or to even pay it if I wanted to pay a **** with no information whatsoever. I do not need this impacting my credit and too much time has passed in rectifying this issue. I need a solution today. Your teams have had months to "look into it" and be "escalated". In my vast experience in dealing with your customer service, I have NEVER been contacted about this. I have done the contacting every single time. I need a solution today. *************************

  

  Business Response

  Date: 04/29/2022

   

  Thank you for the opportunity to respond to **************' BBB rebuttal. Affirm has reviewed **************' rebuttal, which states her concerns with accessing her Affirm account.
  
  Affirm's records indicate that Affirm responded to ************** initial BBB complaint on April 19, 2022. This response noted that ************** would be contacted via email in order to proceed with her request. Affirm emailed ************** on April 19th, 2022. This email contained a secure single use link for ************** to submit her documents for verification and notes that these submissions are reviewed MondayFriday and asked that ************** allow 4 business days once the documents were submitted to be notified of the outcome.
  
  On April 25, 2022, ************** was sent a follow up email advising that unfortunately, Affirm had been unable to proceed with her request and explained this may have been due to not receiving a response to the additional information requested, in order to verify her identity. This email asked that ************** call in and reference the case number provided, in order to proceed with recovering the account. 
  
  Please note, as **************' phone number functions as her login credentials, extra security is put in place, such as ID submission, in order to prevent ID theft. Please know that the reason we require additional verification from you is because we take security and privacy very seriously. For this reason, we have measures in place to ensure personal information is safe and secure. 
  
  On April 29, 2022, Affirm sent another email to ************** explaining that she was recently sent an email from [email protected] and would need to complete the steps outlined in order to help Affirm verify her identity and proceed with re-securing her Affirm account. At this time, Affirm urges ************** to follow the outlined steps in the email sent on April 29, 2022. Affirm apologizes to ************** for any frustration caused by this process. 
  
  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

  Date:04/02/2022

  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.

  Long story short: I had a loan that appeared on my account months ago that took months to get removed after this company ultimately resolved the issue in my favor because it turned out to be my sisters purchase and not mine due to a name error. I initially wanted to close my account because after this case was resolved they made several promises to reopen my account my back - but never did. I spent months of my time calling and sending documentation via email to regain access back to my account but everytime I would call I got the same response and never anything changed. So not only am I seriously considering legal action because of false promises and emotional distress, but ideally I wouldve just simply liked to have my account back. Before all of the chaos started, I never had issues with affirm- always made my loan payments on time or better even, paid in full earlier than expected. This was all because of one mishap and now a terrible nightmare that is an ongoing battle. I only wanted my account returned back to me since obviously I won the resolution. I never got that and I want it back or else I have no other choice but to hand this case over to my lawyer.

  

  Business Response

  Date: 04/19/2022

   

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concerns with restrictions placed on her Affirm account after she reported unauthorized activity.
  
  Affirm records indicate that on August 12, 2021, Ms. ****** contacted Affirm indicating that a loan was obtained in her name without authorization. Affirm completed their investigation and followed up with Ms. ****** on September 2, 2021 to inform her after a review of the information, the claim was closed in her favor, and that she would not be responsible for loan DJ40-FZGG.
  
  Please note, when there is a claim of unauthorized activity, Affirm will place restrictions on the account to prevent further unauthorized activity for the security of Affirm customers.
  
  On March 14, 2022, Ms. ****** contacted Affirm to explain that she had been attempting to re-secure the account without success. A case was escalated to Affirm's Risk Operations team to determine if a bypass could be issued for Ms. ******, so that she could re-secure the account. On April 12, 2022, Ms. ****** was sent automated communication confirming that a bypass was issued and the account was now ready for her use. However, Ms. ****** may have not received this notification due to her account notification preference settings.
  
  Affirm would like to confirm with Ms. ****** that her account has been re-secured and is ready for her use. Affirm would also like to apologize to Ms. ****** for the delays encountered in this process. 
  
  In the event that Ms. ****** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer Answer

  Date: 04/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish this solution wouldve happened much sooner rather than a year later but it will do for now. Also try to work on bettering your policies and services to customers like me who dont get answers when we try our best to put our trust into you. This shouldve never happened and going forward, I hope my case doesnt fall on deaf ears. There needs to be change within this company to reflect values in the customers and not just automated responses for situations as urgent as this. Thank you for solving this issue but I hope to never have to experience anything like it again.
  
  Sincerely,
  
  Shaterria ******

• Initial Complaint

  Date:04/02/2022

  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 use affirm often but they messed up this time. They charged me 19.11$ towards a seaworld pass I have but seaworld never received payment. I was in heavy communication with seaworld and they showed their end hadnt received a payment since the previous month. I had just gotten a new debit card and made the payment via bank account so waited for it to go through. It never did affirm simply charged me the money and never sent it to seaworld. It was a long process to even get a hold of someone from affirm to discuss the problem and when I did they gave me a copy pasted reply that showed they didnt read the actual issue and stopped replying. I had someone named ********. I want the money affirm took from me to go to seaworld as the documents I was given said would be done that or I want the money returned to me so I can personally pay seaworld. They basically stole my money. I am trying to avoid doing a chargeback because I owe them money on multiple payments and would rather not scam them as they have me and know my debit card and bank account would no longer work for their payments after. This makes me want to discontinue use of affirm when I was a big supporter of it telling my friends.

  

  Business Response

  Date: 04/19/2022

   

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint, which states her concern with the agreed upon repayment terms of her loan. 
  
  Affirm records indicate that Virtual Card loan I29G-CEYK processed on December 20, 2021, for a purchase with Sea World in the amount of $107.00. ************** agreed to repayment terms of 6 installments of $19.11 at an APR of *****% with payment due on the 20th of each month. Sea World captured funds from the virtual card in the amount of $105.98 on December 18, 2021. On January 6, 2022, the loan was refunded for the $1.02 in unused funds. 
  
  Affirm received payments of $19.11 from ************** on the following dates; January 20, 2022, February 11, 2022, and March 20, 2022. On April 1, 2022, ************** disabled the autopay feature on the loan. 
  
  Affirm pays the merchant up front for the full amount of the purchase and upon accepting the loan, **************' agreed to repay Affirm the amount plus any interest outlined in the loan terms. 
  
  Affirm received chat contact from ************** on December 22, 2021, where she mentioned she had been under the impression the merchant did not process her order, and that the loan would be voided. Affirm's chat agent confirmed with ************** that the loan had processed successfully. ************** was advised to contact the merchant in this interaction. ************** also mentioned she would send documentation for Affirm's review and was provided with the email address to send the documentation to, but Affirm did not receive this documentation. 
  
  If ************** encountered an issue that she has been unable to resolve with the merchant, Affirm recommends contacting us within 60 days of receiving your loan confirmation so we can investigate and open a dispute on your behalf. Due to the amount of time that has passed since the loan was captured, Affirm is  unable to open an official dispute for the loan. 
  
  However, Affirm does suggest that **************** send any relevant documentation for Affirm's review, so that it can be determined if a courtesy dispute can be opened on her behalf. 
  
  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

  Date:04/02/2022

  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.

  Affirm has locked me out of my account for a week and a half now citing there is a security concern. Affirm, after 4 calls can not tell me what the security concern is. The people at the call center have no information but that there is a case open. I purchased a battery at ******** auto parts for ****** on March 16, 2022(photo of receipt enclosed). I purchased the batter on 4 installments and the first payment was due on March 16, 22. I made it. Affirm refunded my payment citing a security concern the next day. My **** is due but Affirm will not allow me to pay it! I have never had to beg a business to pay a **** I owe in my life until now! My concern is that Affirm is going to keep me locked out of my account and then when my **** is overdue try to collect late payment charges from me. I need help to pay what I owe! If there is a security concern with my account then it should not keep me from paying what I agree I owe. The receipt says ******. Please Affirm allow me to pay my **** and close my account! I need help and I can not get any help from Affirm customer service as the reps have no details and know no more than I do. All I want is to pay my **** and close my account!

  

  Business Response

  Date: 04/19/2022

   

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states his concerns with accessing his account. 
  
  Affirm's records indicate that loan TQW9-0J30 processed on 3/20/22, for a purchase with ******** Auto Parts, in the amount of $332.00. The repayment terms of the loan are 3 bi-weekly installments of $83.00 at 0% APR. Loan TQW9-0J30 is not being furnished to Experian. 
  
  On 3/24/22, **************** was sent a notification advising that his account had been locked, due to suspected unauthorized activity. Affirm received telephone contact from **************** on the same day, where he advised he had not reported any unauthorized activity. On the dates of 4/7/22, and 4/14/22, **************** was emailed secure single use links to submit documentation required in order to re-secure the account, however, these attempts were not successful. 
  
  Upon receipt of this complaint, a case was forwarded to Affirm's account safety team. On 4/19/22, **************** was sent an email informing him that his account has now been unlocked and he may log in to submit payment. Affirm would like to apologize to **************** for the delays encountered in this process and thanks him for his continued patience throughout it. 
  
  In the event that **************** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer Answer

  Date: 04/20/2022

  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,
  
  ***********************

  i have been able to access my account but I made 11 phone calls and many emails that went unanswered.  I never made any dispute of the only transaction I had made with Affirm.  Affirm wanted me to provide them with photo ID and a photo of me personally and I rejected that outright as too personal and because I never made a dispute to begin with.  I think this complaint with the BBB made someone realize I had gone on long enough and allowed me access to pay the loan.

   

  Thank You

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

• Initial Complaint

  Date:04/02/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I make a purchase from Amazon. I used a $50 gift card. Got the product find. But Affirm is a vendor for Amazon.they are sending me text that I owe then the $50 dollars plus shipping . I sent Affrim a check for the shipping cost of $10.29. That was my mistake. I order something that was $50. Not thinking about the shipping coast.Now Affirm is sending text daily. I called and text Amazon. They said my **** was paid using the gift card and owe the shipping of $10.29. So I sent the shipping cost to Affirm. My Gift card Claim number was ****-M9TQ9P-YGAY order number 111-0296518-2014632. ID for ********************** is AFUF-MTMS many calls to try and fix no luck. Can you help

  

  Business Response

  Date: 04/19/2022

   

  Thank you for the opportunity to respond to Mr. ********* BBB complaint. Affirm has reviewed Mr. ********* complaint, which states his concern that he did not obtain an Affirm loan for his purchase with Amazon. 
  
  Affirm records indicate that loan AFUY-WTMS processed on 12/31/21, for a purchase with Amazon in the amount of $54.29. The agreed upon repayment terms of the loan are 3 installments of $18.87 due on the 28th of each month, at *****% APR. To date, Affirm has received one payment towards the loan from Mr. ******** on 3/6/22, in the amount of $10.29. 
  
  Affirm received contact from Mr. ******* on 3/1/22, where he reported that he believed he had used a gift card for the purchase. Affirm followed up the same day and asked that Mr. ******* provide documentation of this. On 3/16/22, Mr. ******* was contacted again by Affirm ************* to advise that as no evidence had been received, the dispute case would be closed out. 
  
  Affirm received follow up from Mr. ******* on 3/26/22, where he again advised a gift card was used for the purchase. Affirm's ************* team followed up on 4/10/22, and again advised that sufficiant evidence had not been received to support Mr. ********* claim that a gift card was used for the purchase. 
  
  Affirm's records further indicate that loan AFUY-WTMS was obtained for Amazon Order ID: *******************. Affirm always suggests checking the Amazon account order history to verify that Affirm was selected as a payment method for the corresponding order number. Affirm would also suggest that Mr. ******* contact the merchant directly to inquire about the payment method used on this order. If the merchant does process a refund towards the loan, Affirm will credit the loan balance for that amount. 
  
  In the event that Mr. ******* has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.