Complaints

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:04/04/2025

  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.

  someone opened a after pay in my name then made to purchases back-to-back at same online merchant store then removed my email from account. requesting after pay cancell **** card with for digit card number ending in ******************************************************************************************************************************************** anything else was supposed to get a call from after pay even scheduled a time but never got a call. even set up a actual account by me to use the chat option but no luck on that as well i will not be using that account to make purchases and will be closing it just needed to find a way to make contact with after pay .Not sure what card is on file for them to make payment's but just want that account cancelled either way

  

  Business Response

  Date: 04/08/2025

  Thank you for contacting Afterpay regarding the customer's recent experience concerning unauthorized orders that they attempted to resolve. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. Our investigations team advised the customer to check with anyone that is authorized or may have access to their account, as in many instances it is a family member that has used their Afterpay account to make a purchase. 
  
  The customer may wish to report the matter to the Police ****************************** Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
   
  Our investigations team has reviewed the information provided and has provided the customer with the conclusion of the investigation.
  
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23161540
  
  I am rejecting this response because:

  I understand that sometimes family members or friends will use a person's account. However, as I have stated many of times I never had an account. It was created used, and then my email was removed from it. I never had an after pay account. I look forward for the investigation to continue.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/09/2025

  Thank you for providing Afterpay with the customers feedback. 
  
  At this time, Afterpay has reviewed the customers complaint thoroughly and each interaction with our customer service teams. ********************** can confirm the matters raised have been addressed in line with Afterpays Terms of Service and Installment Agreement.
  
  Afterpay appreciates the opportunity to address the customers concerns and confirm that the complaint is considered closed.
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:04/03/2025

  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.

  This all happened on February 21st. I made a ******* plus delivery that totaled up to $50.81 dollars, and used the app After pay, a 4 installment app. The delivery driver sent me someone elses order in combination with a few of my own items. In total, I was suppose to receive $44.61 as a refund. After waiting for a refund to be processed after the 10 days as stated, I still did not receive a refund and was still paying the installments. Ive contacted Afterpay plenty of times and was told that I should contact the merchant ********* about the refund. When I called *******, they told me the refund was already processed on their end, and to contact Afterpay about it, so Im going in circles. Ive sent my Afterpay transaction ID and ******* transaction number, along with screenshots of the Afterpay one time use card number. After disputing it multiple times, Afterpay refused to work with me, telling me that they couldnt do anything until ******* processed the refund. Im confused, since even on the ******* app, it shows that the refund was actually processed the day I asked for one (February 21st)Its been over a month and I havent received it, and when I tried to make one last dispute, I received a messaged saying the dispute went into the merchants favor. I went ahead and paid the entire amount, since I felt like I couldnt do anything but I still would like to just receive the funds for the items I never received.

  

  Business Response

  Date: 04/09/2025

  Thank you for getting in touch with Afterpay regarding the customers refund with *******. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement.
  
  Until ******* issues a refund to the Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.
  
  In reviewing the customer's account, ********************** can confirm that the refund from ******* has been processed to their order. On 4/09/2025, a refund was issued to the card on file. The funds will clear in 5-10 business days depending on their financial institution.
  
   Afterpay appreciates their patience while waiting for their expected refund.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use afterpay to purchase an item from shecurve on 02/08/2025.The confirmation email said that the order was received and that the tracking number will be provided as soon. By 3/08, I didnt receive any form of communication from the vendor so I file a dispute through afterpays portal asking for the status of my order. The vendor responded on 3/12 apologizing for the delay and communicating that the item will be shipped soon and will get the tracking ******* response to the was that I no longer needed the item and that I wanted a refund. On 3/24, the vendor emails to say that the item was dispatched still with no tracking info.again, I have expressed that I no longer wanted it and was expecting a refund.On 3/26, the vendor apologized and agreed to send me a refund, but on 3/30 the item is delivered to my house and afterpay closed my dispute.I reached out to afterpay by phone to understand why and the response was Shecurve provided evidence that the goods or services were delivered or provided to you.Yes but what about all the interactions in between? They responded that they have nothing to do with that. I would rather use my credit card knowing that they will hold the vendors accountable for not delivering in a timely manner manor. I shouldnt receive an order 2 months later with no communication notifying me of some form of delay. It is clear that afterpay does not care about their consumers since their have already collected their funds. I have had an account with them for a while and this this the first issue encountered, but the resolution was poor, the communication was poor, the quality of the support provided by the phone representative was *********** was clear to me that my business was not valued and that is why I closed my afterpay account. I DO NOT recommend their services to anyone because in case of issues, they will not be there to fairly mitigate the issue.

  

  Business Response

  Date: 04/03/2025

  Thank you for getting in touch with Afterpay regarding the customers order with Shecurve. Our customer experience team has reached out to them to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement.  
  
  In the event that an order is approved through Afterpay but canceled with the merchant, in this case Shecurve, a refund notice from Shecurve must be communicated to Afterpay. This notice prompts the Afterpay system to process the refund to the customer. 
  
  In reviewing the customers  account, ********************** can confirm no refund has been communicated by Shecurve to Afterpay.
  
  Afterpay asks that the customer continue to work with ******** to help resolve this matter for a successful outcome. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23154173
  
  I am rejecting this response because:

  Just like a banking institution, after pay is the middle man between the vendors and the customers. So if a vendor is not deliver on their contract, you should be able to hold them accountable or at least help resolve the issue instead of closing disputes regardless of the proof submitted by the customers. I have communications showing that the vendor took close to 2 months to deliver a product. I have communication showing that the vendor agreed to refund me. Why then is the dispute being close prior to that happening? 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/09/2025

  Thank you for following up with Afterpay regarding the customers remaining concerns with their canceled Shecurve order. 
  
  We can confirm that our customer experience team contacted the customer via email in regards to this complaint on 4/3/2025. Afterpay reviewed this interaction upon receipt of the initial complaint and can confirm that the correct information for this issue has been provided in line with Afterpays Terms of Service.  No additional action is available at this time. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a nightmare with Afterpay, Inc. in dealing with their permitting a criminal group to open a synthetic account in my name, using my name and contact info and someone else's credit card, and purchase goods on installment payments, leaving me on the hook for all remaining installments. After dozens of emails and my having to track down and fight the crooks, find out where stolen goods were being shipped to and get them returned to merchants, Afterpay finally conceded that the account was fraudulent and that they would deactivate the account. I insisted that they *delete* the account, which they said they ********* I get another email welcoming me to an Afterpay account! I closed it immediately, less than an hour after they sent the email, but I want them to STOP OPENING ACCOUNTS FOR MY EMAIL ADDRESS AND IN MY NAME. TAKE ME OFF YOUR LIST PERMANENTLY, AFTERPAY. I am not interested in having anything to do with Afterpay and I do not want to spend more time fighting the crooks they don't bother vetting properly in their *********. I have reported this to police in my jurisdiction and the criminals' and have filed an *** report, but will look for a class action lawyer because I expect I am not the only one that Afterpay is harassing in this manner.

  

  Business Response

  Date: 04/09/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning unauthorized use of their email address. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. Our investigations team advised the customer to check with anyone that is authorized or may have access to their account, as in many instances it is a family member that has used their Afterpay account to make a purchase. 
  
  Afterpay encourages the customer to report the matter to the police. Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  
  Our investigations team is reviewing the details provided and the reported activity. Afterpay asks that the customer reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23154106
  
  I am rejecting this response because: this is not only ridiculous, but a full refusal to take responsibility for having inadequate fraud detection protocols in place. You are aware that I have demanded that you flag attempts to open accounts using my email address as fraudulent -- THREE accounts have now been opened fraudulently using it. It has taken enormous effort to get you to investigate and admit that I was not liable for the first account -- but only after I tracked down the thief and got stolen merch diverted, returned, and refunded! I have now managed to shut down two more fraudulently-opened accounts soon after they were opened, before they could be used, demanding each time that you STOP opening accounts in my name.

  I DO NOT WANT AN AFTERPAY ACCOUNT. ANY ATTEMPT TO OPEN AN AFTERPAY ACCOUNT USING MY EMAIL ADDRESS IS FRAUDULENT. Update your detection to recognize that.

  Police are investigating you, don't worry about that. In the meantime take responsibility for your own fraud detection, and stop opening these fraudulent accounts in my name. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 04/11/2025

  Thank you for providing Afterpay with the customers feedback. 
  
  At this time, Afterpay has reviewed the customers complaint thoroughly and each interaction with our customer service teams. ********************** can confirm the matters raised have been addressed in line with Afterpays Terms of Service and Installment Agreement.
  Afterpay appreciates the opportunity to address the customers concerns and confirm that the complaint is considered closed.
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase online with Ulta via Afterpay and then returned an item in the order in person, in-store. I got email confirmation of the return but no refund. I had another return from another order in the same transaction and that was refunded immediately so I contacted Afterpay support about the refund. They didn't resolve my issue but just closed my dispute. I emailed again trying to reopen the dispute and a *** said they would get back to me but I haven't heard back. I'm tired of the run around and just want my refund.

  

  Business Response

  Date: 04/03/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent refund request. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  When a customer initiates a return, the merchants system sends the funds to Afterpays system. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  Our customer experience team sent an email to the customer using the email address in their complaint outlining how their refund was processed. If the customer has any further questions regarding the refund, Afterpay asks that they please respond.
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/02/2025

  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 contacted Afterpay to report a scam with a false **-*** website that I ordered from. I sent them documentation with undeliverable emails and the article stating there are many scammers with websites that appear legit but are not. Even with my documentation they are not refunding my money. **-*** fabrics is NOT Namei Shop. Their address is a fraud. I would like Afterpay to take care of this immediately. It is clear it is a scam.

  

  Business Response

  Date: 04/03/2025

  Thank you for contacting Afterpay and making us aware of this issue. We regret to hear about the customers experience. Our customer experience team has reached out to the customer to properly address their concerns. 
  
  Afterpay has a dedicated team that performs due diligence on our partnered retailers to determine their business practices and the level of risk to our business and our customers. Our investigations team is reviewing the details of their account and the reported activity. 
  
  Our customer experience team will remain in contact with the customer to ensure the concerns raised are addressed appropriately. Afterpay appreciates their patience during this time and invites them to reply when they have a moment. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising 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'm requesting that AfterPay cancels the payment plan of $118.77 and refunds $39.59 to me. I've contacted the merchant (StubHub) and they've canceled the order and refunded any payment back to AfterPay. At this time, AfterPay has me scheduled for an April 1st, 2025 payment which is considered null and void since StubHub has confirmed through email the order was cancelled, and refunded.

  

  Business Response

  Date: 04/04/2025

  Thank you for getting in touch with Afterpay regarding the customers purchase with ******* and their refund request. Our Customer Experience team has reached out to the customer to assist them with their concerns.  
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement.
  
  Afterpay has requested further information from the customer regarding their purchase with ******* in order to investigate their concerns. We ask that the customer reply with the requested information so that our team can provide them with further assistance.
  
  We will continue to assist the customer to ensure their concerns are addressed.
  
  Sincerely,
  
  The Afterpay Team
  

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BASICALLY I HAVE AN ACCOUNT WITH ********************** AND I WAS HAVING ISSUES WITH UPDATING MY PHONE NUMBER. SO WHEN I ASKED FOR HELP CHANGING MY PHONE NUMBER I WAS ASKED TO GO THROUGH THEIR PROCESS AND CHANGE A FEW THINGS SUCH AS PASSWORDS AND AFTER I DID THAT THEY FROZE MY ACCOUNT. SO IN MY OPINION THE AGENT INTENT WASNT TO HELP ME IT WAS TO HELP HIMSELF MAKE IT EASIER FOR HIM TO FREEZE MY ACCOUNT. NOW HE ASKED FOR ID I SENT THE RESPONSE TIME BETWEEN MESSAGES WAS HORRIBLE SO EVENTUALLY AFTER SENDING MY ID AGAIN I MESSAGED THEM A FEW MORE TIMES ASKING THE SATTUS ANOTHER AGENT MESSAGES ME BACK ASKING FOR MY BIRTH CERTIFICATE. THEY HAVE NO PHONE NUMBER AND THE CUSTOMER SERVICE BETWEEN ********************** AND CUSTOMER IS VERY IMPERSONAL AND VERY COLD AND I SEEMS AS IF THERE IS NO ALTRUISM WHEN IT COMES TO AFTERPAY HELPING THERE CUSTOMERS OR NO INTEREST IN THE FULFILLMENT OF CUSTOMER SATIFACTION. EVERY IS TEXT MESSAGE AND ROBOTIC. AND IMPERSONAL SO TO ASK ME FOR SUCH PERSONAL INFORMATION I FEEL THERE SHOULD BE SOME FORM OF PERSONAL CONTACT.

  

  Business Response

  Date: 04/02/2025

  Thank you for getting in touch with Afterpay regarding the customers ********************** account. Our customer experience team has reached out to the customer to assist with their concerns.
  ?
  Afterpay is committed to promoting responsible spending. Afterpay may close, suspend, or limit access to the service until the proper review has been completed. Customers agree to provide any information or documentation reasonably requested by us to verify their identity in connection with their Afterpay account or any use of the Afterpay Service. 
  
  This information along with confirmation that the freeze on their account has been removed was provided to the customer on 4/02/2025. The customer will need to reply in order to complete the review. 
  ?
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/01/2025

  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.

  Afterpay won't fix my bill in I've already paid them what I owe them they actually owe me money and they still want me to pay the $161 but my one thing on my ******* order was canceled which only brought it to $53 and I've paid $80 so far so they owe me and they won't fix it.

  

  Business Response

  Date: 04/02/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, *******. Our customer experience team has reached out to them to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. 
  
  On 4/2/2025, our customer experience team submitted a dispute with ******* in an effort to help them resolve the customers refund concerns. Any response or action provided by ******* through the dispute raised will be communicated to them  through the Afterpay order in their Afterpay account. 
  
  ********************** asks that the customer continue to work with ******* directly or wait for their response to the dispute. We hope they can resolve this matter with ******* for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23142717
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Sadoff  ******* has contacted after pay because after pay is still the one taking money not ******* they literally lowered my bill I have that screenshot I sent it to you guys after pay is still charging me more than the bill was I've already paid that I paid $80 and the bill was only 53 you guys got the screenshot of that they're literally ripping me off

  

  Business Response

  Date: 04/03/2025

  Thank you for following up with Afterpay regarding the customer's recent refund request. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  When a customer initiates a return, the merchants system sends the funds to Afterpays system. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  Our customer experience team sent an email to the customer using the email address in their complaint outlining how their specific refund was processed.
  
  If the customer has any further questions regarding the refund, Afterpay asks that they please respond.
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:04/01/2025

  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.

  My credit card was fraudulently associated with a new AfterPay account. Several charges were then processed and I was responsible for paying the current and recurring amount event though I never authorized the payment. The new AfterPay account was also opened by a minor, under 18 years of age. In addition, the retailer associated with AfterPay (JDSports) shipped all of the purchased items to the fraudster. As the fraud victim I did not have access to the items purchased so was not able to return anything for a return of funds. Even worse AfterPay does not have a phone number to speak with a live person; they only communicate by email and after several email exchanges their only response was thank you for the complaint.

  

  Business Response

  Date: 04/02/2025

  Thank you for contacting Afterpay regarding the customers concern regarding unauthorized transactions through Afterpay. Our customer experience team has reached out to the customer to assist with their concerns.
  ?
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming and violating. Our customer experience analyst has contacted the customer to confirm that they have raised the unauthorized activity to their financial institution.
  ?
  Afterpay has advised the customer to initiate a dispute for the unauthorized transactions with their bank. They will file a chargeback with Afterpay prompting our system to automatically investigate the payments in question. The ************** may provide them with a provisional credit until the chargeback has been resolved. This is a standard bank operating process with financial institutions. ???Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  ?
  Fraudulent activity is an unfortunate widespread issue that impacts all Institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity. 
  
  Sincerely, 
  The Afterpay Team

  Customer Answer

  Date: 04/02/2025

  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,
  P *******