ComplaintsforAffirm.com

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went onto Priceline to book a hotel and used Affirm 3/28/2024 I typed in my phone number and got the code. I proceeded to check out and noticed after the purchase that the billing name for Affirm was not mine. Affirm has not been easy to work with about this. I called 4 times as soon as they opened on 3/29/2024. They tell me they cannot take my debit card off her account, they can't cancel the hotel reservation.

  

  Business response

  04/12/2024

  Thank you for the opportunity to respond to **************************** BBB complaint. Affirm has review **************************** complaint, which states her concerns that her phone number is associated with a different Affirm account holder. 
  
  Affirm would like to apologize to ************************ for any inconvenience or frustration caused by this matter. At this time we can confirm that **************************** phone number has been removed from the Affirm account in question. 
  
  Affirm is  currently investigating this issue and will be following up with ************************ at the email address provided in her BBB complaint with updates as soon as possible. 
  
  Affirm thanks ************************ for her continues patience. In the event that ************************ has any further questions, we encourage her to reach out to Affirm via ****************************************************.

  Customer response

  04/13/2024

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** was made for a loan and affirm canceled that loan. I also had the merchant carnival refund money back and affirm applied it to another loan with same merchant. Affirm ** charged my savings account that they knew had only 5.00 causing a negative balance. I did not authorize them to charge my savings account. I want the refund of ****** that was applied to the wrong account applied to the savings account that I did not authorize causing the negative balance. Every time customer service they are unhelpful and dont resolve any issues. This needs to be fixed or I will close my affirm account. Loan ID: A1ZM-F2IM was under American Girl by mistake but was charge by carnival for ****** which they accept. I then cancel it because it was suppose to be carnival and at same time merchant refund loan to loan that was canceled. Now affirm applies refund to wrong loan with merchant same name. Affirm also made an unauthorized charge to my savings account making balance negative.

  

  Business response

  04/09/2024

  Thank you for the opportunity to respond to ************** BBB complaint which stated his concerns with a refund to his savings account.
  
  *********************** records indicate that ************** reached out to them on March 24, 2024 regarding concerns with a partial refund.
  
  On the same day, the ************* Team followed up with ************** regarding the partial refund that was applied towards loan OPEW-DQ92. To that ************** responded stating that the refund was applied to the incorrect loan with the same merchant name. ************** requested that the applied refund be removed and applied to the correct purchase.
  
  On March 25, 2024, the team advised ************** that once a refund is applied, the system won't allow it to be  reallocated to another loan. The case was then escalated for further review and on April 06, 2024, the team followed up with him and informed him that a credit of $173.65 was applied toward his Affirm Money account.
  
  ********************** apologizes for the frustration the situation has caused and thanks him for his patience as they reviewed the issue. 
  
  In the event that he has any further questions, Affirm encourages him to reach out directly through ****************************************************

  Customer response

  04/11/2024

  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

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had used their services to protect my bank information and had discovered that it was a scam purchase. They are still ruling in favor of the merchant and trying to make me pay them back when my bank already gave me my money back. They have given me the run around over and over and over again and this point Im over it. I do not want it to hit my credit because of their incompetence

  

  Business response

  04/09/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint which states her concern with having an overdue loan when she did not receive the order she requested. 
  
  
  Affirm's records indicate that loan C29H-3F0K was processed on February 4, 2024 for a purchase with the merchant, Tias Tots in the amount of $200.00. This loan has terms of 0.00% Annual Percentage Rate (APR) and 3 biweekly payments of $50.00. This loan currently reflects an overdue balance of $150.00. 
  
  
  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. 
  
  
  Please note that the above loan is not a furnished loan but that could change in the future. 
  
  
  Additionally, the reason that Ms. ******* loan is reflection an overdue balance is due to chargebacks that have been filed on the payments made on February 3 and February 14, 2024. 
  
  
  To provide more context, when a payment is charged back, that payment is returned to the customers original payment method while the bank investigates the chargeback. The chargeback filed for February 3, 2024, for $50.00 showed that **************** won the chargeback. 
  
  
  Based on our records, these funds have not yet been returned to Affirm from Ms. ******* ***** She also has a chargeback pending for the payment of $150.00 from February 14, 2024. Once her bank finishes its investigation, the funds may be returned to Affirm or back to Ms. ******* payment method depending on their adjudication.
  
  
  **************** contacted Affirm for the first time through the Affirm *********** on February 15, 2024, explaining that she believed the merchant was fraudulent and that her order was never delivered to the correct city and that package size did not match to what was ordered. Affirm received her request and escalated it and asked her to please send any evidence she has to ***************************************. 
  
  
  She reached out again via Affirms chat service on February 26, 2024 and the Affirm agent once again asked for evidence. **************** promptly sent it that same day. **************** reached out again on March 1, 2024, via Affirms chat and stated she was not happy with the account being overdue. She was advised that the payments would still be due and that the request had been escalated again. 
  
  
  Affirm requested further evidence from both **************** and the merchant on March 5, 2024 and opened an official dispute. 
  
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. 
  
  
  The dispute was closed on March 22, 2024, in the merchants favor and **************** was advised that due to the package showing delivered, we had closed the dispute. 
  
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, she is still responsible for repayment. 
  
  
  As of April 9, 2024, Affirm has requested that her concern be reviewed once more. As soon as Affirms Resolutions team has the opportunity to review they will be in direct contact with her. 
  
  
  Affirm apologizes for the frustration the situation has caused. In the event that she has any further questions or concerns, Affirm encourages her to reach out to Affirm via **********************************************************.
  
  

  Customer response

  04/09/2024

  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

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been trying desperately for nearly two months to get Affirm to loans for Amazon off my account that were authorized. I havent had an Amazon account for nearly two years, and no one I know used my account for Amazon loans. Ive spoken to countless customer service agents regarding this matter and was told I would still need to make the payments. I dont think its right I should have to pay for loans that arent mine. I think its unbelievable this company would allow anyone to access my account. I would like for this to be resolved before I take legal action.

  

  Business response

  04/08/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ***************** complaint, which states her concerns that Affirm loans were obtained in her name without authorization.
  
  Affirm received contact from ************** on February 28, 2024, where she reported that she had noticed Amazon purchases that she did not recognize.
  
  Affirm followed up with ************** on February 28, 2024, and informed her that Affirm's investigation could take up to 30 days to reach a resolution. On March 10, 2024, Affirm's Account Safety team sent ************** an email informing her that their investigation had determined she would remain responsible for repayment of the Affirm loans in question. This email also noted that Affirm understands there may be instances where we are missing information that would aid in the investigation process. For that reason the email encouraged ************** to complete Affirm's consumer protection Affidavit via the Affirm **** center and noted that once the completed affidavit was received, the investigation would be reopened and she would be informed of the outcome within 30 days.
  
  On March 31, 2024, Affirm's Account Safety team sent ************** another email, again encouraging her to complete Affirm's consumer protection affidavit. On April 8, 2024, the Account Safety team sent ************** another email asking that she complete the consumer protection affidavit in order to re-open the investigation. At this time, Affirm has not received the completed consumer protection affidavit.
  
  Affirm would like to encourage ************** to complete Affirm's webform which serves as an affidavit within Affirm's **** Center and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, Affirm will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ************************************************************************************************************
  
  Please know that we take these claims very seriously and appreciate ****************** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  In the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer response

  04/09/2024

   
  Complaint: 21477980
  
  I am rejecting this response because:
  

  I never received any forms to complete an affidavit. Every time I open the letter to which is supposed to be, it ends up sending me back to the article that states what to do in case I have unauthorized loans on my account. I would like for Affirm to send me a the proper forms to complete my affidavit regarding the loans or I will take legal action. Ive already spoken to customer service and was told they would look into it; however, if Affirm wants me to fill out forms to have these loans taken off my account, I would need the proper paperwork or I will take legal action.
  Sincerely,
  
  *****************

  

  Business response

  04/15/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal complaint. Affirm has reviewed **************** complaint, which states her continued concern that Affirm loans were obtained in her name without authorization.
  
  On April 15, 2024, Affirms Account Safety team contacted you and advised that in order for the concern to be reviewed further we need the Affirm Affidavit to be completed. They included a PDF copy of this attached to the email dated April 15, 2024. We kindly ask that you complete this form and send it back to Affirm. Once received, we will review and get in direct contact with you on the adjudication. 
  
  Please know that we take these claims very seriously and appreciate ****************** cooperation throughout the investigation process. Account safety is of the utmost importance at Affirm and we take great care in protecting consumer information.
  
  In the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

  Customer response

  04/15/2024

   
  Complaint: 21477980
  
  I am rejecting this response because:
  I have spoken to a supervisor explaining I have completed the affidavit form online, and was still told I was responsible for these unauthorized loans on my account until they can be resolved. As a result of Affirm approving these unauthorized loans and me following their instructions to file an affidavit, my credit score has dropped significantly. Affirm refuses to do anything about not taking these loans of my account and I have told the supervisor I will pursue legal action. Affirm states they are investigating and their investigation should take up to 30 days, yet they come back within a couple informing me I am responsible. I believe Affirm ***** on people calling back regarding unauthorized loans to pump out more information and use consumers information to scam and ruin their credit. This is highly unfair to expect your customers to pay for loans they did not authorize and ruin their livelihood just for the sake of a dollar. The only loan I owe is my ******** and once I am done that off, I will never do business with Affirm again.

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

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am 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 requested.

  

  Business response

  04/08/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which involves her concern that she is not liable for the Affirm loan in her name.
  
  Affirm records indicate that ******************** **** loan (ID ********** was processed on May 10, 2022 in the amount of $1,189.67. **************** agreed to make 18 monthly installment payments of $66.09 and the loan APR is 0.00%. No payments have been made to date and the loan became more than 120 days overdue.
  
  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible. On October 9, 2022, ******************** loan was charged off to Affirm's third party collections partner, **********. **************** may contact ********** directly by calling ************** to arrange payments towards her loan.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will respectfully decline ******************** request to remove reporting for loan 0FI5-F2RR.
  
  We have attached ******************** Truth in Lending disclosure for her convenience.
  
  In the event that **************** has any further questions or concerns, we encourage her to reach out to Affirm via *******************************************************************.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, March 22nd, affirm locked me out of my account for suspicious activity. They said it would take a few hours for an unlock. They still havent unlocked my account. Also when applying for an Affirm loan and that I was prequalified for, at the checkout page it was denied because they couldnt verify my identity. Many times I have went to that same page with the same amount to checkout and got through to it. The time I was going to actually purchase it, it locked up.

  

  Business response

  04/05/2024

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** account, which involves his concern that he has been unable to access his Affirm account.
  
  ********************** records indicate that ******************** account was marked as experiencing unauthorized activity on March 22, 2024. Affirm's Account Safety Team investigated ******************** account to determine that Affirm is unable to remove the restrictions on his account due to a technical issue. At this time, **************** will be unable to obtain financing with Affirm, and must use an alternate payment instrument for his desired purchase.
  
  Affirm would like to apologize for any inconvenience that this may cause. In the event **************** has any further questions or concerns, we encourage him to reach out directly via email at ***************************************

  Customer response

  04/05/2024

   
  Complaint: 21475057
  
  I am rejecting this response because: I never marked my account for unauthorized activity. It was all me.
  
  Sincerely,
  
  *************************

  

  Business response

  04/11/2024

  Thank you for the opportunity to respond to Mr. ******* BBB rebuttal, which states his concern regarding regaining access into his account. 
  
  
  As stated in Affirms initial response to Mr. ******* complaint, Affirms Account Safety team has reviewed Mr. ******* account and have determined that it cannot be recovered at this time and will remain frozen. **************** will need to utilize a different payment method at checkout. 
  
  
  In the event that **************** has any further questions, we encourage him to reach out to Affirm via ****************************************************
  
  

  Customer response

  04/11/2024

   
  Complaint: 21475057
  
  I am rejecting this response because:
  

  I will make a new account

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took a loan to pay for a flight order with American Airlines. American Airlines did not process the order with the Affirm loan but with flight credits that on account. American Airlines cannot refund the loan because they did not process the order with the funds. I supplied all details to Affirm customer service and they have refused to cancel the loan

  

  Business response

  04/05/2024

  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 that she is expecting for an unsuccessful order associated with her Affirm loan. 
  
  Affirm records indicate that ******************** AmericanAirlines loan (ID ********** was processed on January 3, 2024 in the amount of $1,041.40. **************** agreed to make 12 monthly installment payments of $103.81 and the loan APR is *****%. **************** made two payments towards the loan on January 25, 2024 and on February 22, 2024, each in the amount of $103.81.
  
  On February 23, 2024, **************** contacted Affirm to report that the merchant did not have a record of the booking associated with her Affirm loan. **************** was asked to provide additional documentation related to her claim by the responding Affirm agent. Affirm would like to apologize for any confusion that this process may have caused, as another Affirm agent requested the same information from **************** on February 24, 2024. An official dispute was not opened to investigate ******************** claim until March 2, 2024. 
  
  When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation. The initial dispute was resolved on March 21, 2024 in favor of the merchant as American Airlines stated that the purchase was non-refundable. However, the merchant did not confirm ******************** claim that the order had been purchased using a flight credit, not using the funds associated with her Affirm loan. ******************** claim was reviewed further on March 25, 2024. The investigating Affirm agent advised **************** of this via email. 
  
  On April 1, 2024, Affirm confirmed that **************** was due a full refund towards her AmericanAirlines loan. This refund was processed successfully and her previous payments were refunded her original payment instrument. **************** was advised of this outcome via email. At this time, she is no longer responsible for the payments associated with this loan. 
  
  In the event **************** has any further questions or concerns, we encourage her to reach out directly via email.
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an email from Affirm with my loan confirmation, but I did not take out a loan. Someone took out a loan in my name that I did not authorize in the amount of ****** (****** including the finance fee). When I called them they informed me that there were 2 additional loans pending on my account! I have not used Affirm in years and the account is still under my maiden name. I received no call or text with any security measures as this person was applying for a loan under my name, but if I want to contact Affirm just to talk to someone I need a code texted or emailed to me. I filled out a form on their website reporting the fraud, but I have no trust in Affirm and I do not believe they will do their due diligence. I need this loan terminated immediately and taken off my credit report.Loan details:Loan ID: 8D2D-W3KJ Amount: ******, ****** including finance charge Loan ID *********: ******, ****** including finance charge Loan ID *********: ******, ****** including finance charge Total owed including finance charges: ******** I have also reported this to the ****

  

  Business response

  04/05/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern that unauthorized activity has taken place on her Affirm account. 
  
  ********************** records indicate that three ***** loans were processed on Ms. ******* Affirm account, loan IDs: *********, 2NKR-FD17 and 8D2D-W3KJ. On March 21, 2024, Ms. ***** contacted Affirm via the *********** to report that unauthorized activity had taken place on her Affirm account. On March 22, 2024, an Affirm agent followed up with Ms. ***** to advise that the unauthorized activity investigation could take up to 30 days to be resolved. 
  
  On March 25, 2024, a member of Affirm's Account Safety Team advised Ms. ***** that the aforementioned loans were confirmed to be unauthorized. As a result, Ms. ***** is no longer responsible for these loans. 
  
  Restrictions on Ms. ****** Affirm account have been placed to prevent any future loans from being obtained. The account will remain locked until Ms. ***** completes Affirms secure verification process. In order to proceed with this process, we encourage Ms. ***** to please call Affirm Customer Care  at ************. 
  
  Affirm thanks Ms. ***** for her patience with this matter. In the event that Ms. *********** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of 2024 I received an email notification stating someone has opened an affirm line of credit I contacted affirm and informed them that I did not create an account with them. The issue with affirm is that they only save the persons email and phone number as the only way to access the account information so when I provided my name phone number email and last four of my social they could not find that account. The account is now over drafted and has incurred late fees this was fraudulent account created using my name and social security number I have contacted affirm and attempted to get all the information relating to this account they have denied me that information. I have provided them with an email from my place of employment stating that I a ******* Highway patrol trooper was in ***** during the dates that the account was created and could not have physically been in two states at the same time. I believe this company is aiding a fraudulent group since there is no American contact phone number They refuse to provide any information about the account They have not investigated the claims The phone number and email address listed on the account belongs to someone else that they have not contacted They have not contacted my employer to request further proof that would concretely show that I was deployed to ***** the duration of my deployment mode of transportation hotel and other information

  

  Business response

  04/05/2024

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which involves his concern that unauthorized activity has taken place on his Affirm account. 
  
  ********************** records indicate that two ******* loans were processed on ****************** Affirm account: IDs KBZT-8NDK and PK0N-482R. Loan PK0N-482R was processed on November 15, 2023 in the amount of $400.00. The loan terms include 12 monthly installment payments of $38.99 and the loan APR is *****%. No payments have been made to date. Loan KBZT-8NDKwas processed on November 15, 2023 n the amount of $200.00. The loan terms include 6 monthly installment payments of $36.31 and the loan APR is 29.98%.  No payments have been made to date.
  
  On February 23, 2024, ************** contacted Affirm to report unauthorized activity in his name. An unauthorized activity investigation was initiated. On February 27, 2024, a member of Affirm's Account Safety Team advised ************** that he would remain responsible for the loans in his name. However, ************** was advised that he could complete a consumer protection affidavit through Affirm's *********** to provide additional information that could support his claim for further review. This information was reiterated to ************** via email on March 12, 2024 and on April 4, 2024. 
  
  In order to investigate this matter further, we ask Mr. *********** to complete an affidavit to provide further information related to his claim. Once a completed affidavit is received, Affirm will conduct an investigation and notify ************** of the outcome within 30 days. To do so, please see the following link: ******************************************************************************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported. 
  
  In the event that ************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple loans with affirm that I ALWAYS pay on time. Theyve locked my account due to suspicious activity. I was told to gain access to my account again they would need to send an email to verify my identity. The representative said it should take five days to receive this email. Its been two months. I have called on 7 different occasions as well as sent at least 10 emails requesting access. *** received one response where clearly the person that responded didnt read what I sent because the reply was to restart my computer. Every time I call Im told the same thing over and over again. *** also sent an email to the *** of affirm in hopes SOMEONE could fix this issue. Ive received zero response. I have a right to have access to my information. As of right now my account shows no loans so I guess its free and clear and I no longer need to pay anything?

  

  Business response

  04/05/2024

  Thank you for the opportunity to respond to ********************' BBB complaint. Affirm has reviewed ********************' complaint, which involves her concern that she has not been able to access her Affirm account. 
  
  ********************** records indicate that ********************' account was restricted following suspicious activity that was discovered on or around February 23, 2024. At this time, Affirm's Account Safety Team has advised ******************** that her information has not been able to be verified, and as a result, she will have to proceed with using an alternate payment instrument at this time. This was communicated via email on March 29, 2024, and during a phone call on April 4, 2024. Affirm would like to apologize for any inconvenience that this may have caused. 
  
  ******************** will remain responsible for the Amazon loans in her name. For her convenience, Affirm has attached loan verification documents for each of the remaining loans: WAUW-MXZ7, FV68-8DKN, BZ56-J4W4, PR6E-EVFF, Y8TQ-BLYJ, 5QP6-8OZS, ****-OO79, PCIT-9O1G, SISJ-SOMQ and 3H89-R7GL. ******************** may call Affirm directly to make payments towards these loans. ******************** may contact Affirm by calling ************ between the hours of 7 am and 10 pm CST seven days a week. 
  
  In the event that Ms. ************** has any further questions, Affirm encourages her to reach out directly through **********************************************************;
  
  

  Customer response

  04/05/2024

   
  Complaint: 21471063
  
  I am rejecting this response because: Im being told my account cannot be verified but the only reason it cannot be verified after affirm locked it due to suspicious activity is because affirm refuses to send the email that I need to verify my identity. How can you say my identity could not be verified if youve never sent the email so I could verify it? Ive had to verify my identity before and once I got the email Affirm had zero problems verifying it then so whats the issue doing it now? Also *** tried to make my payments over the phone which I had no problem doing until I asked to speak to a manager, that must have ***et the manager because literally right after that I was told I could no longer make my payments over the phone. Now my loans that Ive never been late on are in default.  I explained to Affirm that if I cant pay online through my account and ********************** is refusing to take my payments over the phone I was being left with no way to pay and this would go against my credit. Affirm reps ***** care that a customer who was never late on a single payment was being left with no way to pay and my credit would be affected. This experience with Affirm at this point has been a nightmare, *** never experienced anything like this from what is supposed to be a reputable company. You cant even make a VALID complaint with a manager or else theyll make sure you never have access again. I would like the *** to be made aware of whats going on and would like a response from some higher up than who is responding to this. I cant believe the higher *** in this company would appreciate their customers being treated this way. They need to be made aware of the damage that their customer service reps are causing. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/12/2024

  Thank you for the opportunity to respond to ********************' BBB rebuttal, which involves her concern that her identity has not been verified from Affirm and her ability to access her account as a result.
  
  As stated in Affirm's previous response, Affirm's Account Safety Team has advised ******************** that her information has not been able to be verified, and as a result, she will have to proceed with using an alternate payment instrument at this time. Additionally, she will be unable to access the Affirm app or log in online to make payments towards her loans. 
  
  ******************** may call the Affirm ************* team at calling ************ between the hours of 7 am and 10 pm CST seven days a week to make payments towards her loans. She will need to provide the Affirm agent with the loan IDs for the loans she would like to make payments towards. ********************' account is not restricted from making payments by phone as her rebuttal indicates. ********************' active loan IDs are as follows:  WAUW-MXZ7, FV68-8DKN, BZ56-J4W4, PR6E-EVFF, Y8TQ-BLYJ, 5QP6-8OZS, ****-OO79, PCIT-9O1G, SISJ-SOMQ and 3H89-R7GL.
  
  In the event that ******************** would like to report a complaint regarding a specific Affirm agent or supervisor, or if she has any further questions or concerns, she may contact us via Affirm's *********** here: **********************************************************;

  Customer response

  04/14/2024

   
  Complaint: 21471063
  
  I am rejecting this response because: I was at work in an office on phones that record. Ive called to make payments and have been refused making phone payments. Ive called them at least a dozen times to fix this issue. The Affirm representative responding to this is lying.  As for not being able to verify my identity its due to the fact that again Affirm refuses to send the email to go through the steps to verify it. Its not because my information doesnt check it.. they refuse to SEND the information to begin the process. 
  
  Sincerely,
  
  *************************

*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. ↩