ComplaintsforAffirm.com

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A fraudulent account was opened with AFFIRM out of *******, I was notified via ATT about a fraudulent attack using my phone number. The account was immediately closed and I was provided a transaction number with frad case number from Affirm. A month later I start receiving email from Affirm regarding payment due. They were notified this was not my account and that it was makred as frad by them and I have a confirmation number, etc. Affirm said they would review. A month later Affirm states I'm responsible for the account unless I can provide info to them. Info was provided and I cannot get a clear response from them except I'm responsible. This is not acceptable to me as I didn't open the loan, I dont live in ******* and have resided in VA since 1979. I am the VICTIM and they are not willing to help me or respond.

  

  Business response

  04/24/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which involves her concern that an unauthorized loan was processed on her Affirm account. 
  
  ********************** records indicate that a **** Electronics loan (ID ********** was processed on November 27, 2023 in the amount of $6,124.88. The loan terms include 12 monthly installment payments of $510.41 and the loan APR is 0.0%. No payments have been made to date. 
  
  On January 15, 2024, ******************** contacted Affirm to report unauthorized activity on her Affirm account. As a result, an unauthorized activity case was created to investigate ************************ claim further. She was advised that the claim could take up to 30 days to be investigated. On February 2, 2024, a member of the Affirm Account Safety Team advised ******************** that she would remain responsible for the balance of the loan in her name. The agent advised that ******************** could complete an affidavit for her claim to be reviewed further. ******************** requested the affidavit to proceed. ******************** then provided documentation to support her claim that the loan in her name was not authorized.
  
  The original adjudication was reiterated to ******************** on March 11, 2024 and March 13, 2024. ******************** contacted Affirm on April 9, 2024 to request additional information related to her unauthorized activity claim. The investigation was reviewed again by Affirm's Account Safety Team as a result. On April 18, 2024, a member of the Account Safety Team advised ******************** that she would no longer be responsible for the loan in her name. 
  
  As a result, the loan will be removed from crediting reporting. This update may take ***** days to be completed. Restrictions on ************************ account have been placed to prevent any further unauthorized activity.
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to **********************************************************;
  
  

  Customer response

  04/25/2024

  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

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  affirm charged me ****** for a reservation i made in march and cancelled in 48 thru booking.com i sent cancelation proof letter to affirm yet they refuse and keep sending me a bill for ****** i even complained on trust review and affirm responded and didnt live up to the word i will attach that and cancelation letter from booking.com they still refuse to stop trying to make money off me please help thank you *********************

  Customer response

  04/10/2024

  i have sent proof of cancelation of reservation thru agoda 4 times affirm has no email address that works and no phone they refuse to help me plese se. attached complaint to trust limit and affirm response which i did and ***** customer service refused to help me this is unacceptable i never had this service of reservation cancelled in 48 hrs and sent affirm written proof please bbb help them stop trying to take money for this when it was cancelled and affirm refuses to follow up with agoda 

  

  Business response

  04/23/2024

  Thank you for the opportunity to respond to ************** BBB complaint. Affirm has reviewed ************* complaint, which states her concerns with receiving a refund towards her purchase, obtained with an Affirm loan.
  
  Affirms records indicate that loan QQ33-CI74 was processed on March 11, 2024, for a purchase with Agoda.com. The repayment terms of the loan were 3 installments of $234.61 at an APR of *****% with payment due on the 11th of each month.

  
  Affirm received contact from ************ on March 11, 2024, where she explained that she had canceled her hotel reservation. ************ also provided documentation of her cancellation. On March 14, 2024, Affirm informed ************ that her documentation was being forwarded for review. On the same day a follow up message was sent to ************ providing information on refund processing timelines. Affirm would like to apologize for this as the assisting Affirm agent should have proceeded with opening a dispute based on the documentation that ************ provided. Moving forward, this agent will receive coaching to ensure they are able to adequately support Affirm customer inquiries.
  
  On April 9, 2024, Affirm received email contact from ************ regarding her request for the loan to be refunded. Affirm followed up with ************ on April 10, 2024, and confirmed that a dispute had officially been opened.
  
  On April 11, 2024, Affirm sent ************ a message confirming that Affirm had received confirmation from the merchant that a full refund was due. This communication confirmed the loan had been refunded in full and noted that ************ is no longer responsible for repayment of the loan.
  
  Affirm would like to apologize to ************ for the delays encountered in this process. In the event that ************ has any further questions or concerns, we encourage her to reach out directly via email.

  Customer response

  04/24/2024

  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

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been using Affirm for purchases through Amazon. I recently had my telephone hacked and had to change telephone numbers. I went to the Affirm website, went into my account and changed my cell phone number to my new number. When I signed in to Affirm after that, it brings up another customer's account, with his address, billing information and transactions. I have contacted Affirm twice and they have been very rude and stated that I had to wait a couple of days for their customer service to contact me with proof of my identity before I have access to my account. It has been a week and I have not heard from Affirm. Yet, I can still enter into another person's personal account, just through face recognition. I cannot access my account to update my banking information and it is very poor business to allow someone into another consumer's account.

  

  Business response

  04/22/2024

  Thank you for the opportunity to respond to ************************ complaint. Affirm has reviewed his complaint, which states his concern with updating his phone number. 
  
  Affirm received a call from ************************ on April 1, 2024, advised that he needed to update his phone number on file. The Affirm agent he spoke with advised that an outbound call would need to take place. ************************ accepted, and the call was made. The Affirm agent was able to verify his identity and advised that a secure link would be sent via email for him to complete to update the phone number. 
  
  He called back on April 2, 2024, and explained that the number had not been updated yet. The Affirm agent explained that they would review his request. Several calls took place as well on April 10, 2024. 
  
  ************************ called in on the first call to explain that when he logged into his account with his new number ending in *0646, he saw another customers name. Later, a call with an Affirm supervisor, he was able to be verified again and the Affirm supervisor were able to update his phone number and remove the number form the other customers account to prevent the issue further. 
  
  In reviewing the calls, Affirm did not locate where the Affirm agents were unprofessional however we apologize for the delay in fixing his concern. 
  
  If he has any further questions, we encourage him to reach out to Affirm via ****************************************************.
  
  

  Customer response

  04/22/2024

  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

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I've had an account with ********************** going on three years. *** never experienced my account being locked for suspicious activity until 3 weeks ago. I've made purchases, paid them off, and built my available purchase credit to almost $3,000. Nothing changed regarding how I made purchases, however 3 were flagged. 2 of which I was still paying on. I figured it was just a precaution and my account would be available after verification. I contacted customer service, verified my information and was told I could not gain access to my account. I spoke with supervisors, representatives, and email correspondents. Today I received a email stating I owe on loans, if my account was flagged as suspicious and closed and I'm not allowed access. Why aren't you deferring all loans? What about the payments on the 2 loans ****ed as suspicious, Will I receive my payments back? I feel if the affirm account is ****ed as suspicious and I will not be regaining access, take all the loans and **** them as a loss. If after verifying my account I cannot gain access, then write me off as a customer completely. I never received a call/email asking if the loans are indeed fraudulent, the company took it upon themselves to lock/deny/and close my account completely. Over the last 3years, I've purchased and paid off all loans on time. I was in good standing, and I appreciated their business. Until now, I cannot reach anyone to settle the issues, it just seem to be ongoing and an headache.

  

  Business response

  04/19/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states her concern regarding gaining access to her account. 
  
  
  Affirms Account Safety team flagged ******************** account with suspicious activity and froze it on or around March 17, 2024. ****************** has called in several times to request that she be granted access to her account again in order to make payments on her active loans. 
  
  
  For the safety and security of Affirms customers, we cannot provide ****************** with the specifics regarding this freeze. ****************** will need to utilize a different payment method in the future as Affirm has determined that her account is ineligible for recovery. Additionally, as a result, Affirm has removed the loans that were active on her account and she is no longer responsible for repayment. 
  
  
  Affirm sincerely apologizes for any inconvenience this may have caused. In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer response

  04/19/2024

  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

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company I used to split the payments up for an item I purchased. The item arrived broken. Affirm was supposed to be assisting me in getting this matter resolved. As, I am not paying for a broken item. Instead of helping me, they closed the case and are siding with the company, Biovitta Wellness, who never responded to the 13 emails I sent them about the broken item.

  

  Business response

  04/18/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards a loan she disputed with a merchant.
  
  Affirm's records indicate that on February 19, 2024, loan X4U5-9S2O processed with the merchant, BioVitta Wellness for $116.10. ****************** agreed to loan terms of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $29.02.
  
  On March 1, 2024, ****************** contacted Affirm requesting for the loan to be refunded. Later that day, Affirm sent ****************** an email advising that the loan was placed into a dispute with the merchant on her behalf.
  
  On March 4, 2024, ****************** forwarded Affirm documentation showing she was attempting to contact the merchant for a refund but that they were unresponsive to her request. On April 3, 2024, the dispute was closed and Affirm sent ****************** an email advising that she would remain responsible for the loan as insufficient evidence was received confirming a refund.
  
  Upon review of ********************** BBB complaint, Affirm re-escalated her request and determined that the loan was owed a full refund. On April 18, 2024, an email was sent to ****************** advising that the loan was fully refunded. ****************** is no longer responsible for repayment of loan X4U5-9S2O.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any further questions, we ask for her to contact Affirm directly via email.

  Customer response

  04/19/2024

  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

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/15/24 I received a text message from Affirm asking if I made a purchase and I replied "no". I received a call from a rep who VAGUELY informed me about a purchase at ******** I had to ask ******* what is was for and ******* indicated it was for a Playstation 5 and iphone devices. ******* did not tell me what ******* or who the purchaser was or the exact date. Then Affirm approved additional credit without alerting me either by a phone call or email. ******* then asked me to go through a process over the phone that would lock my account. However I still have these charges on my account

  

  Business response

  04/17/2024

  Thank you for the opportunity in reviewing **************' BBB complaint. Affirm has reviewed her complaint which states her concerns with unauthorized activity on her Affirm account.
  
  **********************'s records indicate that on March 17, 2024, Affirm Virtual Card loan V6R0-BKM0 processed for $2,950.00 with loan terms of 0% Annual Percentage Rate (APR), down payment of $1,475.00 and three bi-weekly payments of $491.67.
  
  Later that day on March 17, 2024, ************** contacted Affirm indicating that she did not authorize the purchase. She was advised that her claim would be escalated to the appropriate team.
  
  On April 2, 2024, Affirm's Account Safety Team sent you an email advising that your claim was reviewed and you were found to be not responsible for the loan and that restrictions were placed on your account to prevent any further unauthorized activity.
  
  On April 17, 2024, Affirm has refunded the down payment of $1,475.00 that was made towards the loan. Please allow 3-5 business days for this to reflect.
  
  We sincerely apologize for any frustration this situation. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

  Customer response

  04/18/2024

  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

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase through Affirm and had problems with the purchase. Because the store didn't refund me I did a reverse charge with my credit card, but since payment was made through Affirm, the money was reversed from Affirm. That created a whole headache for me, as Affirm said my account was past due and they were going to send my name to a collection office and they couldn't help me with the store. I ended up paying the loan in full to avoid having my name going to a collection office, instead of withdrawing the dispute.After weeks of headaches with this matter I was able to get a refund from the store, and the amount was refunded to me. However, the credit card dispute was withdraw and the money of the installments went back to Affirm. I was charged for the installments but Affirm is saying they don't see the payment and that I should talk to my bank. I talk to the bank and they say that the merchant took the money. Now I'm in this endless loop where Affirm has my money and won't return to me. They customer service is the worst I've ever had to deal it, they are rude and don't help you. I just need to be refunded for the money that they owe me.

  

  Business response

  04/16/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves her concern that she has not received the refund she is expecting. 
  
  Affirm records indicate that ********************** ***** Decor loan (ID ********** was processed on November 27, 2023 in the amount of $919.20. ****************** agreed to make 4 biweekly installment payments of $229.80 and the loan APR is 0.0%. ****************** initially made four payments of $229.80 to pay off the loan between December 11, 2023 and January 22, 2024, but these payments were later charged back by ********************** financial institution. 
  
  ****************** then paid the balance of the loan on March 11, 2024. in the amount of $919.20. On March 25, 2024 the loan was refunded in full by the merchant. As a result, ********************** payment of $919.20 was refunded to her original payment instrument on the same day.
  
  At this time, the four disputed payments of $229.80 are still under review with Affirm's payment processor following the chargebacks that were initiated by ******************. According to Affirm's payment processor, an adjudication will be reached on or before April 23, 2024. Please note, if the disputes are found in favor of Affirm, the charges will be refunded to ****************** as the loan was refunded in full. If the disputes are found in favor of ******************, the charges will be returned to ********************** original payment instrument. 
  
  In the event that Ms. ************* has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

  Customer response

  04/17/2024

  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 would appreciate if next time their **************** is able to provide a proper answer and when I would get a refund. It's impossible to get any information, status or answer from them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened an online Savings account with ********************** and I have made Several some deposits to start the account. The last deposit of $25 is still showing as pending and has been that way for several weeks. The money has been removed from my other bank account. I have reached out to affirm and their customer support stated its in there, but I cant access it! So to me its not there. They need to fix this.

  

  Business response

  04/15/2024

  Thank you for the opportunity to respond to **************** BBB complaint which states his concerns regarding access to deposited funds in his savings account.
  
  *********************** records indicate that the account was opened on February 28, 2024. The details show that there were three (3) deposits that occurred: $5.00 was deposited on February 28, 2024, $5.00 was deposited on March 01, 2024 and $25.00 was deposited on March 11, 2024. The loan earned $0.10 in interest which was added to the account as of April 01, 2024.
  
  While investigating the complaint, Affirm found that there were no issues with access to his account, the amounts were successfully deposited, and on April 08, 2024, he initiated a withdrawal of $35.10. On April 09, 2024, the funds were successfully withdrawn
  
  Please note, actions such as depositing and withdrawal may take 1-5 business days for the funds to become available. For more information please visit: ************************************************************************
  
  In the event that he has any additional questions or concerns, Affirm encourages him to reach out directly by emailing ***************************************

  Customer response

  04/16/2024

   
  Complaint: 21507576
  
  I am rejecting this response because:

  This is a Screenshot of my account from 3/30/24. Please note the available balance of $10., and  the Deposit of $25 pending from 03/11/24. Furthermore this is a savings account, and not a loan. I have removed all funds from this account and will be closing it!
   
  I dont trust Affirm and its Outsourced Representatives. They were not trained on the savings account information and seemed clueless!

   would advise anyone thinking of Signing Up for their Savings account to do what I did, start off slow with small deposits and watch!
  
  Sincerely,
  
  *************************

  

  Business response

  04/19/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal regarding the delay in his deposit being applied to his Affirm Money account. 
  
  As stated in Affirm's previous response, ****************** deposits in the amounts of $5.00 and $25.00 were successfully deposited. On April 08, 2024, he initiated a withdrawal of $35.10. On April 09, 2024, the funds were successfully withdrawn. 
  
  Please note, actions such as depositing and withdrawal may take 1-5 business days for the funds to become available. For more information please visit: ************************************************************************
  
  In the event that he has any additional questions or concerns, Affirm encourages him to reach out directly by emailing ***************************************. 

  Customer response

  04/19/2024

   
  Complaint: 21507576
  
  I am rejecting this response because: Apparently theres no convincing this company theyre wrong, but the people who read this complaint will understand my point! This company cant be trusted with your money! Steer clear! Their lack of understanding is an obvious indicator of their competences! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had requested and was told a refund was processed by OMO Weightloss at ********* on March 2, 2024. Affirm is denying this has been done. They are expecting me to continue to this process even though I have done my due diligence and gotten a refund sent.

  

  Business response

  04/12/2024

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which involves her concern that she has not received the refund she is expecting from the merchant. 
  
  Affirm records indicate that ********************** Omo Weight Loss loan (ID ********** was processed on February 13, 2024 in the amount of $82.00. ****************** agreed to make 3 monthly installment payments of $29.98 and the loan APR is *****%. On February 20, 2024, a partial refund of $2.30 was issued towards the loan balance. On February 28, 2024, two refunds of $79.20 and $0.50 were issued towards ********************** Affirm Card, and then transferred to her linked payment instrument (**5364) on the same day. 
  
  This refund information was confirmed to ****************** via Affirm's Secure Messaging Portal on March 16, 2024. This communication confirmed that because the funds were sent to her linked bank account, rather that the Affirm loan, she will remain responsible for repayment of Affirm loan WG6P-4MNJ. This message also noted that if **************** chooses, she can use the funds that were issued back to her linked bank account to settle the remaining balance of the loan. On March 16, 2024, ****************** submitted payment in the amount of $29.98 towards loan WG6P-4MNJ.
  
  Affirm would like to apologize to ****************** for any inconvenience or frustration caused by this matter. In the event that ****************** has any further questions, we encourage her to reach out to Affirm via ****************************************************.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I deposited my entire savings of $90,000 into an Affirm high yield savings account On 12/29/2023. On 02/26/2024 I noticed it was frozen and called to unlock the account. Was told it would be 3 - 5 business days to talk to someone. It is now 03/29/2024 and no contact from Affirm has been attempted via email, mail, or phone and I still do not have access to my money. My money has be stolen by Affirm. I completed the onboarding process of showing my ID and taking photos of myself etc. I received an email on Jan 3 asking me to do the same thing again. I attempted to click the link and complete it, and it looked as if it was already completed not allowing me to do it again. The same answer is given each time of someone will call you back or email you in 3-5 business days and that they are escalating the issue. There is no one that can discuss your account with you or a branch to go to. This screams fraud or scam and no one should ever put their money in an AFFIRM SAVINGS ACCOUNT. There are several more reports like mine of people waiting months or worse to get access to their own money on this site and other sites. I have called on the following days: 02/26/2024 03/06/2024 03/11/2024 03/15/2024 03/20/2024 03/27/2024

  

  Business response

  04/12/2024

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint which states that he has been unable to access the funds in his Affirm Money account after it was frozen, and he has not received an as to when the freeze will be lifted. 
  
  Affirms records indicate that ************** opened his Affirm Money account on December 29, 2023. A deposit was not made until January 2, 2024, when ************** deposited three separate amounts of $25,000.00 and one deposit of $15,000.00. Due to the safety and security of the account the ********************** Money account was frozen on January 3, 2024. Affirm also sent ************** a request to complete a NetVerify via a secure link in order to verify his identity. Affirm can see that this was completed the same day. 
  
  ************** called Affirm on several occasions from February 16th to March 27th, 2024 to inquire when his Affirm Money account would be unfrozen. During these calls, Affirm agents advised that **************' request had been escalated to the appropriate department.  Affirm would like to apologize for the delay in resolving this issue.  
  
  On April 9, 2024, Affirm escalated the request to the Account Safety Team to review **************' request and the completed identity verification. After further review, Affirms Account Safety team successfully lifted the freeze on **************' savings account. ************** may log into his Affirm account to access his Savings account details.
  
  In the event that ************** has any further questions, Affirm encourages him to reach out directly through ****************************************************.

*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. ↩