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Afterpay US, Inc. complaints

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600 California Street, Suite 15-001
San Francisco, CA 94108 | Get Directions

(855) 289-6014

http://www.afterpay.com

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Total Amount in Dispute:
$6,641.00

Total Amount Settled:
$1,017.00

Complaint Experience

97%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

37 complaints against Afterpay US, Inc. closed in last 3 years.

Complaints	Type of response
7	Making a full refund, as the consumer requested
0	Making a partial refund
24	Agreed to make an adjustment
0	Refusing to make an adjustment
6	Refuse to adjust, relying on terms of agreement
0	Unanswered

37 complaints against Afterpay US, Inc.

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8/18/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/9/2026

My Afterpay account was in great standing. I've been a customer since 2020. I went to use Afterpay and my order was declined. My account was frozen due to a "random" identity check. I've sent the required documents to have my account reinstated: my drivers license and bank statements reflecting the last 3 payments I have made. I uploaded it as directed. I have had to do this 3 times now and my account is still frozen. I had to submit this information 3 times because my documentation had lost it or they couldn't open it. Any excuse. I have receipts that the documents had been sent. My account is still frozen. It's been over a week, not I. The 24-48 hour time frame. This company is absolutely the worst. Resolution Sought Unfreeze my account. You have my documentation. Hire qualified employees and Appreciate your customers who pay on time!

Company Response

7/17/2026

Thank you for contacting Afterpay regarding the customer’s concerns. Our Customer Experience team has reached out to the customer to assist with their concerns using the email address provided in their complaint. At this time, we can confirm that Afterpay has emailed the customer on 7/17/2026 using the email address provided in their complaint. We ask that they reply to the email with additional information so our team can provide further assistance. Sincerely, The Afterpay Team

Customer Rebuttal

8/6/2026

This company reached out to me. I also submitted the requested documentation 5 different times because they couldn't access it, and other variety of excuses. After almost 2 weeks, the issue was resolved. But once again, it took me 5 attempts! This company is disorganized and ridiculous. A clear lack of respect for privacy.

4/15/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $158.39 Amount Settled: $0.00

Customer Complaint

3/27/2025

I was charged for an order I never pressed place order on. So I called the merchant to see if somehow it still went through they told me the never got an order from my name, number or address and I should call after pay for a refund. I called after pay and disputed the purchase and they closed my dispute saying I still owe for something I never purchased or received. I call and have to wait an hour before someone gets on the phone just for them to say get on the app and wait for an response and most of the time they don't respond back. Resolution Sought I want an refund and close my account

Company Response

4/3/2025

Thank you for contacting Afterpay regarding the customer’s concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to the customer on 4/01/2025 using the email address provided in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. Customers can get in touch with Afterpay’s support team by going to the Afterpay website and selecting “Contact”at the bottom of the homepage or submitting a request to [email protected] Afterpay will continue to work with the customer until their issue is resolved. Sincerely, The Afterpay Team

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