Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im not liable for this debt with Affirm, I do not have a contract with Affirm, they did not provide me with the original contract as I requested

  Business response

  01/16/2025

  Thank you for the opportunity to respond to Mr. ******** BBB complaint, which states his concern regarding inaccurate credit reporting of an Affirm loan in his name.
  
  Affirm's records indicate that loan 44SN-1KW6 was processed on May 25, 2021, for a purchase with the merchant, Vrbo, in the amount of $2,548.20. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $414.84 due on the 25th of each month. The loan required a down payment of $263.17 that was processed on May 23, 2021, leaving a residual loan amount of $2,285.03. One payment of $414.84 was processed on June 25, 2021. No further payments were processed. The loan became overdue on July 25, 2021 and was charged off to Affirms third party collection partner, **********, on November 23, 2021 as the payment became 120 days past due. TrueAccord can be reached at ************** for any questions or to schedule payments.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers wont incur any late fees, but late payments may impact their ability to take out future loans with Affirm. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  Affirm received 3 FCRA disputes for loan 44SN-1KW6 on December 27, 2023, December 12, 2024 and January 15, 2025. After investigation, we found the loan to be reporting accurately in the disputes submitted on December 27, 2023 and December 12, 2024. The dispute submitted on January 15, 2025 is pending review.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************.
  
  The Truth in Lending agreement and Loan Verification document are attached for his review.
  
  Pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  Affirm's right to furnish credit information (positive or negative) was also disclosed to him in Section 2 Credit Report Authorization and Reporting. of Affirm's Terms of Service, which he agreed to at the time he created his account: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline Mr. ******** request to remove credit reporting for loan 44SN-1KW6.
  
  Affirm has not received direct contact from Mr. ******** regarding loan 44SN-1KW6. The Account Safety team conducted an investigation into loan 44SN-1KW6 on January 16, 2025 as a result of his complaint. The investigation concluded that he remains responsible for repayment of the loan.
  
  If he believes this loan was unauthorized, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's *********** and provide any supplemental documents to support his claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify him of the outcome within 30 days. To do so, please see the following link: ******************************************************************************************************************
  
  In the event that he has any further questions or concerns, we encourage him to reach out to **********************************************************.
  

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This lender is giving payday type loans to New Yorkers under buy now pay later label but they are not reporting according to ****. And Truth in lending Act. THIS LENDER REPORTS ONLY THE LAST INSTALLMENT. without the payment/balance history, interest rate, etc which reduces the age of my overall accounts which capsizes my FICO SCORES over 100 points

  Business response

  01/15/2025

  Thank you for the opportunity to respond to Mr. ****** BBB complaint. Affirm has reviewed the complaint, which states his concern regarding the credit reporting of an Affirm loan in his name.
  
  Affirm's records indicate that loan FWAE-7QFG was processed on January 31, 2022, for a purchase with the merchant, ******, in the amount of $542.39. This loan has terms of *****% Annual Percentage Rate (APR) and 18 monthly payments of $34.09. The loan was partially voided in the amount of $19.80 on January 28, 2022. Mr. ****** processed one payment of $524.66 that paid off the remaining balance of the loan on February 9, 2022.
  
  Loan FWAE-7QFG was reported to Experian as paid in full and on time. There are no delinquencies with Affirm reflecting on his credit report at this time.
  
  Mr. ****** contacted Affirm by phone on December 30, 2024 and requested to have the credit reporting removed for Affirm loans in his name. Affirm advised him that the credit reporting will not be adjusted.
  
  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. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as his Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: ********************************************.
  
  Pursuant to Section 17 Credit Reports and Monitoring. of the Loan Agreement, he expressly agreed that Affirm may report information about his loan to the credit bureaus. Late payments, missed payments or other defaults on his loan may be reflected in his credit report and may impact his credit score (e.g. FICO score).
  
  Affirm's right to furnish credit information (positive or negative) was also disclosed to him in Section 2 Credit Report Authorization and Reporting. of Affirm's Terms of Service, which he agreed to at the time he created his account: "You understand that Affirm and/or any of its ************* may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."
  
  The Truth in Lending Agreement and Loan Verification document is attached for his review.
  
  At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline his request to remove credit reporting for loan ****-7QFG. For more information about Affirm's credit reporting process, he may wish to visit the following *********** article: **************************************************************************************************
  
  If this does not align with what Mr. ****** is seeing on his credit report, he is encouraged to follow up with Affirm at ***************************************************************** in order to provide more information and our team will investigate accordingly.
  
  In the event he has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dec27, ******************************************************************************************** giving them my date if birth which I refused.

  Business response

  01/13/2025

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed the complaint, which states her concern with her ability to make a payment.
  
  Affirm's records indicate that loan BZ1D-PEY0 was processed on December 12, 2024, for a purchase with the merchant, ViPEK, in the amount of $119.78. This loan has terms of 0.00% Annual Percentage Rate (APR) and 4 bi-weekly payments of $29.94.
  
  Ms. ***** contacted Affirm by phone on December 28, 2024, December 30, 2024, and January 6, 2025. She asked for assistance with paying off her loan BZ1D-PEY0. The Affirm agents that she spoke with asked her to verify her personal information on the account, including her date of birth, in order to validate her as the account holder.
  
  Ms. ****** privacy and security is our top priority. There are a series of factors that we check to prevent unauthorized users from accessing her account. As such, she was required to complete our identity verification process. Rest assured that Affirm takes all necessary measures to safeguard her personal information in accordance with all legal and regulatory requirements.
  
  On December 28, 2024 and December 30, 2024, Ms. ***** refused to provide her date of birth. Affirm was therefore unable to verify her as the account holder and could not provide assistance with her request. During her phone call with Affirm on January 6, 2025, she was successfully verified as the account holder and an agent was able to help her process a manual payment of $119.78 on this date. Loan BZ1D-PEY0 is now paid in full.
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase through ************* but payment was never processed and my billing was declined. It's been 2 years now and I have called paybright several times. They don't have access to wrtote off but they are mentally harrasing me

  Business response

  12/18/2024

  Thank you for the opportunity to respond to Mr. **** BBB complaint which states that he has not been able to make a payment on his loan. 
  
  PayBright records indicates that the loan 5409438-102-3663913 with Footlocker processed on Jan 31, 2023 for $291.18 with payments of $72.80 in a Pay-in-4 plan.
  
  Mr. *** last reached out to PayBright on 9/18/24, and indicated that he was owed a refund.
  
  Please note that the loan was partially refunded on 3/15/23 in the amount of $291.18. If Mr. *** is expecting a full refund, we kindly ask him to contact Foot Locker for further assistance as PayBright is unable to issue refunds unless instructed by the merchant. 
  
  We kindly advise Mr. *** that his loan is overdue, and failure to make payments for more than 120 days may result in a charge off. We encourage Mr. *** to contact us as soon as possible to make a payment. 
  
  If Mr. *** has any additional questions or if the issue persists, please reply to this email or call us at **************. Were available between 9:00a.m. - 7:00pm. EST Monday - Friday and 10:00a.m. - 6:00pm. EST on Saturday and Sunday. For general PayBright inquiries, feel free to check out our help center through this link
  
  Best,

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company allows you to make instant purchases but won’t give you access to the items you purchased does not make it clear when you’ll have access to an item you paid for. They need to tell you your item will be available in 7-14 days when you make the purchase not after. I made a purchase on Sony PlayStation app where I thought I would have instant access to a fully digital item rather then give me access I was told it’s standard procedure to wait for them to process. Why was that not made clear until after the company had my money. The company should be more transparent about delaying access to items before you pay for them.

  Business response

  11/07/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint, which states his concern regarding a purchase attempted using Affirm.
  
  Affirm's records indicate that loan ********* was confirmed on October 24, 2024, for a purchase with the merchant, PlayStation, in the amount of $108.86. This loan has terms of 15.99% Annual Percentage Rate (APR) and 6 monthly payments of $14.25. The loan required a down payment of $27.22 that was authorized on October 24, 2024, leaving a residual loan amount of $81.64.
  
  Mr. ***** contacted Affirm on October 24, 2024 to request more information about the status of his order. The Affirm agent that he spoke with began providing assistance but the call was disconnected. Affirm apologizes that this occurred. Please know that the Affirm agent in question will receive coaching to ensure they are able to adequately support Affirm customers moving forward.
  
  He followed up with Affirm again on October 25, 2024 for further assistance. Affirm advised him that the loan was pending the merchant’s capture of the order. Affirm advised him that he can contact the merchant directly for an update on the status of the transaction.
  
  The merchant did not capture the order and the loan was canceled. Mr. ******* down payment of $27.22 was canceled on October 26, 2024. The funds should reflect back on his bank statement within 10 business days.
  
  Mr. ******* transaction was subject to the merchant processing his order. Further, Affirm is simply the financier of his purchase. Order fulfillment is the responsibility of the merchant. He is welcome to submit a screenshot of the advertisement he saw regarding a purchase using Affirm to *********************** and we will be happy to review and clarify any confusion.
  
  In the event that he has any further questions, we encourage him to reach out to Affirm via *******************************************

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a now overdue payment of $60 on affirm. For a month now, I have contacted them multiple times to pay this, but because I somehow have two accounts on ********************** Im not able to. I have been trying to fix this problem so I can just pay my loan and stop using affirm, but they are making it impossible for me to pay them money!?!? How does that even make sense I am trying to pay the loan?? They say they will email me and send the problem to their higher-*** but its been long enough to say that they dont care about giving me a resolution and IN TURN ruining my credit score. This is not okay. Please just let me pay you the remainder of my loan and close my account instead of making me jump through hoops!

  Business response

  10/18/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint regarding her inability to make a payment. 

  Upon further investigation, Ms. ****** reached out to Affirm on 9/12/24 to update her phone number, email and date of birth on file. This was escalated for further review and Ms. ****** was asked to follow the link to our verification system before proceeding with her request.
  
  Unfortunately, Ms. ****** did not complete the verification step and her request was not completed. 
  
  An agent reached out to Ms. ****** once more on 10/11/24, requesting for an ID.
  
  Ms. ****** successfully paid off her loan on 10/10/24.
  
  We sincerely apologize for any inconvenience this may have caused Ms. ******* and kindly ask her to reach out to us if she still needs assistance with her account. 
  
  Kind Regards,

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone number was cut off in May 2014 and i was unable to log into the app so i contacted affirm. I was told they were working on it in June and they would contact me for resolution. I'm June 2014,i was told i owed approx $24, which would have been 2 payments. In September 2024 I'm still not able to log into my account so i contacted affirm again and told i still owe $22, even though the payments have been coming out of my account automatically. Sure to the discrepancy i requested a print out that showed the payments on this loan to validate what I'm being told and I'm told they cannot do that because their computer will not download it. So now I'm showering fraud and asking for help to verify amount owed. I wish to finalize this loan and terminate my relationship with affirm since they cannot change my phone number nor send me an account statement to verify amount owed. I can't even see my amount number. I have zero access to my account and the company refuses to verify it with me, even after 2 attempts 3 months apart.

  Business response

  09/13/2024

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed her complaint, which states her concern regarding account access and her request for information about her remaining loan balance.
  
  Affirm records indicate that loan KDG5-2SQ2 was processed on October 31, 2023 in the amount of $129.55 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $12.33 beginning on November 30, 2023.
  
  Ms. ***** contacted Affirm by phone on July 9, 2024 and requested to update her phone number. Affirm sent her a secure link to upload the necessary documents in order to complete the changes. Ms. ***** refused to complete this process as she was concerned about the security of her information. Ms. ***** privacy and security is our top priority. There are a series of factors that we check to prevent unauthorized users from creating accounts or taking out loans in her name. As such, she was required to complete our identity verification process. Rest assured that Affirm takes all necessary measures to safeguard her personal information in accordance with all legal and regulatory requirements. Since Ms. ***** did not complete the identity verification process, we were unable to proceed with the phone number update.
  
  Ms. ***** called Affirm on September 6, 2024 and requested an update on the remaining balance of her loan. Affirm provided her with this information on this date. Ms. ***** also requested documentation confirming all of the payments made on the loan. Affirm does not have a report such as this to provide as the information is available to her for review within her Affirm account. Ms. ***** has completed 11 payments of $12.33 on this loan to date.
  
  Most recently, Ms. ***** completed a payment of $12.33 on September 10, 2024. There is a remaining balance of $10.16 which is due on October 29, 2024. Once she completes this payment, her loan will be paid in full. She is welcome to call the Affirm Customer Support line at ************ in order to make a payment over the phone. Our customer care representatives are available to take her call between the hours of 7am and 10pm CT seven days a week.
  
  Attached is the Truth in Lending agreement and Loan Verification documentation for her review.
  
  In the event Ms. ***** has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer response

  09/13/2024

   
  Complaint: 22252314
  
  I am rejecting this response because:

  I followed all instructions on this account but it will NOT allow me access to the account because the app keeps wanting to send confirmation to my old phone number whichIi do NOT have access to. 

  I've asked for a print out of this loan to be sent to the email address on file, and was told they cannot do that. The account is on auto pay so every payment has been made as scheduled.

  No one has contacted me to fix this in any way other than through a phone number I no longer have. I log in using a fingerprint but even that is worthless when your number changes.

  I do not understand how it's so complicated to change a phone number. The payment is automated and the email and fingerprint are the same. Maybe invest in some tech persons who know what they're doing.

  Theapp will be deleted after October since this cannot be fixed. My relationship with this company will then sever.

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

  Business response

  09/18/2024

  Thank you for the opportunity to respond to Ms. ***** BBB BBB rebuttal. Affirm has reviewed the complaint, which states her concern regarding updating the phone number on her Affirm account.
  
  As Affirm confirmed in the initial response to Ms. ***** complaint, she contacted Affirm on July 9, 2024 and requested to update her phone number. Affirm sent her an identity verification link for completion in order to proceed with the changes on this date. Ms. ***** replied on July 10, 2024 and refused to complete this process. As a result, Affirm was not able to move forward with the updates to her account. She is welcome to contact Affirm directly to request a new link, and upon successful verification we will be happy to assist with the updates.
  
  On September 6, 2024 Ms. ***** requested a document outlining the payments made to date on the loan. Affirm was unable to generate a report detailing this information, as it is available within her Affirm account. However, Ms. ***** was provided with the Truth in Lending agreement, as well as the Loan Verification document in the initial complaint response on September 13, 2024.
  
  In the event she has any further questions or concerns, we encourage her to reach out to **********************************************************.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took out 3 separate loans for vet bills between February 2020 - March 2021. They were tracked and paid to completion. I was even told by Paybright in April 2021 that I do not owe anything more on my loan agreements. THREE YEARS LATER, On August 30, 2024 Paybright took 3 unauthrorized charges of ******, *****, ***** from my bank account with no prior warning or communication. When I inquired, they told me I still owe for these vet bills, and that there were "Technical issues" with these payments and did not provide me any visual proof. These amounts don't even match the payment amounts from the original agreements. I have had my bank reverse these charges, and I have started receiving emails about "failed payments" on September 5, 2024. I believe they have inadequate technical systems and staff, or are running some sort of fraud attempt. I refuse to pay anything without adequate proof that I owe them money, and demand no change to my credit report.

  Business response

  09/12/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. PayBright has reviewed her complaint, which states that she was incorrectly charged. 
  
  PayBright records indicate that **************** obtained three loans, 0570623-112-459154, 0570623-112-455596, and 0570623-106-411822 with the merchant ***************************** & Spay/************** 
  
  **************** contacted PayBright on August 31, 2024 to report that she was erroneously charged by PayBright in the amounts of $102.90, $46.05 and $46.26. PayBright followed up with **************** on September 3, 2024 and advised that our system indicates that the charges did not go through. PayBright escalated the issue to the technical team for further investigation. **************** replied indicating that the charges did go through, however she was disputing them with her bank and the bank agreed to provide a reimbursement. 
  
  **************** followed up with PayBright on September 5, 2024 and sent screenshots of payment reminders she was receiving for upcoming charges. She maintained that she does not owe anything to PayBright as her loans were paid off. PayBright followed up with **************** on September 8, 2024 to advise that the technical team continues to investigate the technical issue with the payments. 
  
  **************** can rest assured that she is not responsible for further payment toward these loans. Our technical team is currently working on a remediation for this issue. PayBright will follow up with **************** directly to advise her of the final resolution. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out to **********************************************************.

  Customer response

  09/13/2024

  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.

  They have stated that I am not responsbile for any more loan payments, and I will assume that means I will have nothing negative reported to my credit score. 

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $12,035.10 on 7.33.2024 for 2 pinball machines the vendor, Game and Sports World advertised as ready to ship. I was in contact with vendor via email because within those three weeks after purchase, I had not received any updates or tracking numbers. When contacted he gave excuse his employee was on vacation and needed to fix a machine. He said he would call me again but never did. Finally, I emailed and requested cancellation and also filed dispute with Affirm. Vendor immediately agreed to a refund. This matter has been in dispute stage for over a month. What is the dispute Affirm is processing if vendor agreed to refund Affirm full amount. Numerous phone calls to Affirm reveal they cannot help me because matter is in dispute stage. I disagree.

  Business response

  09/13/2024

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed his complaint, which states his concern with the delay to action the dispute on his loan as he claims that the merchant agreed to refund.
  
  Affirm's records indicate that loan J0PE-M60A was processed on July 23, 2024, for a purchase with the merchant, Game and Sport World, in the amount of $10,997.00. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $1,010.94 due on the 23rd of each month.
  
  Mr. ****** opened a dispute for the loan via self-service within his Affirm account on August 9, 2024 and provided documentation reflecting his request for a refund from the merchant. Mr. ****** followed up with Affirm to request updates on the status of his dispute on August 12th, August 23rd and September 4th, 2024. Affirm advised him on these occasions that the dispute was in progress and provided the relevant timeframes to receive an update. The merchant provided evidence to Affirm on August 22, 2024 indicating that the refund was processed.
  
  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 issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm closed the dispute in favor of the merchant on September 12, 2024 so that they are able to go ahead and apply the refund to the loan. Affirm informed Mr. ****** of the resolution on this date.

  Affirm followed up with the merchant on September 13, 2024 to confirm that they will be applying the refund to Mr. ******* loan. Affirm will follow up with Mr. ****** directly to provide an update accordingly.
  
  In the event Mr. ****** has any further questions or concerns, we encourage him to reach out to **********************************************************.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8th, 2024 a customer (*************************) placed an order with my company (Rainbow Palette Beads) for beads totaling $112.05. Her order was filled and shipped out to the address she gave on June 11th and it was marked as delivered by **** on June 15th at 12:18pm. She later emailed me and told me she did not receive her package. I advised her to contact **** and how to start the process with them to find her package, but instead of doing that she filed a dispute with Affirm who withdrew the following amounts of money from my shop account (6/20 - $105.44, 7/6 - $8.33, 7/7 -$8.33, and 7/8 -$6.61). So they took out a total of $128.71.I received an email noting that a dispute was initiated on June 19th and I immediately sent them all the documentation requested including the tracking which shows the package was successfully delivered. On July 5th I got an email saying the dispute was decided in the customer's favor.I have no idea how this was decided, as I literally sent in the order and tracking information.Since then I have emailed back and forth with *********************** from Affirm Merchant Help (help request ******), who has continued to tell me to just wait and someone will contact me. It has now been over 6 weeks since this incorrect decision was made, and I've never heard from anyone.At this point I am out inventory and affirm has stolen money from **** demand this be resolved.

  Business response

  09/17/2024

  Thank you for the opportunity to respond to this BBB complaint. Affirm has reviewed the complaint, which states a merchants concern regarding Affirms handling of a recent dispute.
  
  This complaint has been escalated directly to the Affirm Merchant Help Team for review and response. Affirm asks that merchants please reach out to our Merchant Help Team directly by emailing *****************************************************************, or by utilizing ************************************** with any inquiries or issues being experienced.
  
  In the event that this merchant has any further questions or concerns, we encourage them to reach out directly via email.

*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. ↩