Complaints for Affirm in San Francisco, CA - 156581422

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

48 complaints against Affirm

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5/15/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $269.33 Amount Settled: $0.00

Customer Complaint

4/25/2024

I bought a Washing and Dryer from Amazon I couldn't pay for them right that moment so I used Affirm though Amazon. The small Dryer didn't work in my apartment so I sent it back. And affirm was still charging me. Bit Amazon give the a check or money some how for the Dryer. The got $269.33 that's what is what is part of the loan they are charging me. I have talk to 2 or 3 people and told them that. But they keep telling me I owe it. I don't know how to Resolve this. I'm 75 and this is driving me to a early grave. Can you please help me Resolution Sought I would like them to take off the loan for the dryer. AND only charge by charging me for the washer that I kept that's all I want thank you.

Company Response

5/2/2024

Thank you for the opportunity to respond to Ms. McDonal’s Business Consumer Alliance complaint. Affirm has reviewed Ms. McDonal’s complaint, which states her concerns with her purchase, obtained with an Affirm loan. Affirm’s records indicate that Ms. McDonald currently has two active Affirm loans used for purchases with Amazon. Loan 719D-7OMY was processed on October 25, 2023, for a purchase with Amazon in the amount of $574.75. The repayment terms of the loan are 24 installments of $32.12 at an APR of 29.99 with payments due on the 25th of each month. Loan 6HES-RM21 was processed on November 21, 2023, for $540.57. The repayment terms of the loan are 24 installments of $31.89 at an APR of 35.89 with payments due on the 21st of each month. It is important to note that Affirm strictly manages the financial portion of the purchase. All matters of returns, refunds, order cancellations and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. Loans 719D-7OMY and 6HES-RM21 have both had partial refunds applied to them. Loan 719D-7OMY received a refund of $26.99 on October 28, 2023. On November 9, 2023, the loan received two additional refunds of $238.69 and $26.99. Please note, one Affirm loan can encompass multiple Amazon order ID numbers. The Amazon order ID numbers associated with loan 719D-7OMY are 114-7043967-6760212, 114-3235218-2157027, and 114-5690160-2819455. Loan 6HES-RM21was issued a refund amount of $269.33 on January 13, 2024. There are two Amazon order ID numbers associated with loan 6HES-RM21, which are 114-2070568-9081043 and 114-0256410-7097869. On March 5, 2024, Ms. McDonald contacted Affirm by phone and explained that she had returned a dryer to Amazon. Ms. McDonald noted that the purchase amount of the dryer was $238.69. This amount would correspond with the refund of $238.69 that was applied to loan 719D-7OMY on November 9, 2023. Ms. McDonald also confirmed that the order number for the dryer was 114-5690160-2819455. This order number also corresponds with loan 719D-7OMY. While the assisting Affirm agent was providing information on the loans, the call was abruptly disconnected. Affirm would like to apologize for any inconvenience or frustration caused by this. On April 23, 2024, Ms. McDonald called Affirm again and inquired about her active Affirm loans. The assisting Affimr agent confirmed that Ms. McDonald had two active Affirm loans used for purchases with Amazon and provided their associated details. Please note, Ms. McDonald can review her loans and the details of them at any time by logging into her Affirm account and navigating to “manage” tab. At this time, Affirm would like to encourage Ms. McDonald to login to her Amazon account and review her order history to confirm that Affirm was selected as the payment option for the following Amazon order ID numbers: Affirm Loan 719D-7OMY: Amazon Order IDs:114-7043967-6760212, 114-3235218-2157027, and 114-5690160-2819455. Affirm Loan 6HES-RM21: Amazon Order IDs: 114-2070568-9081043 and 114-0256410-7097869 If Ms. McDonald believes that either Affirm loan is due additional refunds, or that her purchase was duplicated, she is encouraged to contact Amazon regarding the refunds. If Ms. McDonald is unable to resolve the issue with Amazon, she is encouraged to contact Affirm directly by calling (855) 423-3729, or emailing customercare@affirm.com so that Affirm can provide additional assistance to ensure this matter is resolved. Affirm hopes that this information is helpful.In the event that Ms. McDonald has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/s/contact-us.

5/6/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $435.27 Amount Settled: $0.00

Customer Complaint

4/12/2024

I purchased a flight through Priceline using Affirm payment options. The flight was booked so it was cancelled through Priceline. Affirm continued to process the payment even after I stated it was cancelled and showed proof through confirmation numbers and conversations with Priceline representatives. They looked into the cancellation and then stated I am responsible for paying the full price regardless if Priceline cancelled it. Resolution Sought I would like a full refund of the price $435.27 since the flight was cancelled and I showed proof of the cancellation.

Company Response

4/23/2024

Thank you for the opportunity to respond to Mr. Moulton’s Business Consumer Alliance complaint. Affirm has reviewed Mr. Moulton’s complaint, which states his concerns with receiving a full refund for his purchase, obtained with an Affirm loan. Affirm’s records indicate that Virtual Card loan I75P-KQGE was processed for $435.27 on February 5, 2024, for a purchase with Priceline. The repayment terms of the loan were three installments of $145.09 at an APR of 0 with payment due on the 5th of each month. It is important to note that Affirm strictly manages the financial portion of the transaction. All matters of returns, refunds, order cancellation and fulfillment are subject to the policies put in place by the merchant. When a merchant processes a refund towards an Affirm loan, Affirm will credit the loan balance for that amount. On February 11, 2024, Affirm received contact from Mr. Moulton where he explained that the purchase had been canceled. Affirm followed up with Mr. Moulton on the same day and provided timeframes for refunds to be processed. On February 25, 2024, the merchant applied a refund amount of $390.90 towards the loan. On March 8, 2024, Mr. Moulton was informed that a dispute had been initiated with Affirm’s payment processor. This communication noted that the dispute process could take up to 90 days to reach a resolution and the expected resolution date was June 6, 2024. On April 11, 2024, Affirm sent Mr. Moulton a message explaining that the dispute reached a resolution in the merchant’s favor. This resolution was reached due to American Airlines capturing funds in the amount of $44.37 from the Affirm Virtual Card associated with loan I75P-KQGE. At this time, Affirm encourages Mr. Moulton to contact American Airlines regarding his refund request. Mr. Moulton may submit any available documentation from American Airlines for Affirm’s review by emailing customercare@affirm.com. Again, if the merchant processes a refund towards the loan, Affirm will credit the loan balance for that amount and process andy refunds due to Mr. Moulton. 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. To that end, Affirm was unable to resolve this dispute in Mr. Moulton’s favor. On April 11, 2024, Affirm received a payment from Mr. Moulton for $44.37. This amount satisfied the remaining balance of the loan and it now reflects a $0 balance within Mr. Moulton’s Affirm account. Affirm apologies for any inconvenience caused by this matter. In the event that Mr. Moulton has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/s/contact-us.

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