I am a merchant who has done a large amount of business through affirm over several years, and without any notice they have suspended our account, and now we are unable to reach any kind of customer support. We have tried calling multiple times and have been hung up on. We have been waiting over a week and have not had any response.

My wife ordered an item that she never received from Nashville Metal Arts. That company at first stated delays and then later ceased all communication. She reported this to Bank of America as fraud. Affirm pressured her for more payments after the fraud report. She called Affirm after attending a family funeral. They transferred her multiple times and then said that Affirm wrote this off for bad debt. Do not trust this company!

SO MY MOM OPENED APP AA FIRM ACCOUNT BOTH 3 YEARS AGO OR MORE, YOU KNOW, TO BUY CAR PARTS TO GET A GRANDKIDS, CLOTHES AND THINGS LIKE THAT AND SHE NEVER MISSED THE PAYMENT AND THEN SHE GOT SICK AND I TOOK UBER ALL THE PAYMENT, SHE STILL AINT MISSED THE PAYMENT SO I TRIED TO FIND OUT, COULD I BE ADDED AS AN AUTHORIZED USER? DO YOU KNOW THESE PEOPLE WILL NOT RESPOND BACK, BUT YOU CAN STILL NEED TO STILL TAKE MY MONEY. I PAY EARLY SO WE CAN KEEP A GOOD CREDIT RATING WITH THEM.BUT A FIRM HAS SHOWED ME A DIFFERENT SIDE. NOW, AGAIN, I KNOW THEY'LL READ THIS.WHY IS IT THAT PEOPLE CAN'T MAKE PEOPLE AUTHORIZE USERS ON THEIR ACCOUNT?IF THEY'RE IN GOOD STANDING , PLEASE ANSWER YOU TAKE MY MONEY EVERY MONTH. AND JUST SO YOU WILL KNOW .I MADE THIS I MADE THIS REQUEST IN OCTOBER OF LAST YEAR AND STILL HAVE NOT HEARD ANYTHING BACK BUT YOU STILL TAKE MY MONEY EVERY MONTH.ALTHOUGH YOU DO ALLOW ME TO FLEX PLAY , THAT'S THE GOOD THING BUT OTHER THAN THAT , YOU HAVE POOR CUSTOMER SERVICE ,

Never again! I used to love Affirm and had a high balance of over 8,000 at one point. Things got bad, I ended up waiting on disability but still did my best to get caught up. I just paid 1200 on this account bringing it down to 2700. Right after processing my payments, they reported three of my accounts as delinquent. Most reputable companies wouldn't report you if you are making 500 to 1000 dollar payments per month. They would appreciate the effort. Not Affirm. Once this is paid off, I won't be using them again. I think they just enjoy dinging credit on their customers.

Affirm had no problem to verify my identity signing me up for a 0% APR loan on my Ikon Pass. But when I went to login to my account to validate auto-pay was enabled now my account is locked! And according to their account supervisor Jovil it will now take almost a month to get back into my account! They sure got the bag and ran with it, hopefully I don't get slapped with fees and a credit score hit!! Jovil could not even provide written confirmation that I won't be penalized until I regain access to my account because "they cannot share any details of the account". And this is after the last person said "you will not be able to access this account permanently, but you can call us to make payments". Absolutely ridiculous clown show of customer support. I just want to track my finances and verify auto-pay is on. But I guess this product isn't designed for people like me who are financially knowledgeable!!!!

Ordered from bugaboo for new donkey 6 and used affirm, got email from affirm saying that the order has been processed and nothing from bugaboo. So called bugaboo who then said they had not received money from affirm and order was cancelled, now affirm are trying to say i still owe them for the product that had been cancelled and they cannot cancel the finance due to bugaboo not sending affirm the money back which bugaboo claim not to have received. Back and fourth on the phone and niether of them know what is happening, all i know is dont use either of them and i wont be paying for a product i have not and never will receive.

It is impossible to cancel if you don't use the app. I don't have the app on my phone and don't want it. I used the chat to try and resolve the issue. 45 minutes later I just quit trying. I'd been transferred 5 times and each one said they would solve it quickly and efficiently...but they did not. So I would say it's not the most friendly company when it comes to cancelling an account with them. They make it absurdly difficult.

This is my complaint to the BBB:

Complaint Narrative:

I am filing this complaint to address an ongoing automated system error on my account, as well as the entirely unacceptable customer service I received when attempting to resolve it.

Recently, my Affirm account showed a remaining micro-balance of exactly $0.01. To clear this balance, I submitted a payment of $1.00. However, instead of closing out the balance, Affirm’s automated system could not properly process the $0.99 overpayment. Because of this 99-cent credit, the system erroneously flagged my account and locked my virtual card.

Seeking a quick resolution to this obvious system glitch, I contacted Affirm customer support by phone on [Insert Date]. I explained that I had overpaid a one-cent balance and needed the resulting $0.99 credit zeroed out so my card could be unlocked. Instead of assisting me with a simple manual override, the representative was entirely unhelpful, refused to resolve the issue, and ultimately hung up on me.

It is incredibly frustrating to be penalized and locked out of an account by a broken automated system for overpaying a one-cent balance. It is even more unacceptable to be treated with such blatant disrespect by a support agent when calling to get Affirm's own system error fixed.

Desired Resolution:

I am requesting that Affirm Executive Resolution immediately intervene to manually zero out the $0.99 overpayment credit and permanently remove the lock on my account. Furthermore, I expect Affirm to retrieve the call logs from April 9th, 2026, to address the representative's unprofessional conduct in hanging up on me.

Extremely disappointed with Affirm and how they handle disputes.

I’ve submitted multiple disputes backed by clear, well-documented evidence, yet they continue to side with the merchant claiming there is “compelling evidence” — without ever actually showing me what that evidence is. To make things worse, the merchant hasn’t even responded to me directly at all.

Customer service has been no help either. They repeat the same scripted responses and are unable (or unwilling) to explain what this so-called “compelling evidence” is or how the decision was made. There’s zero transparency in the process, which makes it feel completely one-sided and unfair.

As a customer, you expect at least a basic level of accountability and communication when money is involved. Instead, I’ve been left in the dark while being held responsible for a purchase I’ve actively disputed with proof.

Would not recommend using this service if you expect fair dispute resolution or customer support that actually advocates for you.

Unable to get a rep that speaks clearly. No manager available. High background noise to the point conduct business. Multiple calls and rude agents. Not worth dealing with.

Absolutely the WORST. DO NOT DEAL WITH THEM. They have terrible customer service.

They claim to over a no-interest payment plan, but this is not true. They charge a Annual Percentage Rate (The cost of your credit as a yearly rate) of 33.51% APR, even on their "no interest" 6 month plan. This is fraudulent.

Purchased a item that didn’t work out of the box, contacted the company within 5 days after receiving the product that I would like to return it, they denied it, I disputed the charge 2 times with all documents saying they wouldn’t return it, they denied both disputes, now I have a item that paid $4500 for that I can’t use, cant fix, and just sits there collecting dust! Affirm is the biggest scam of a company and so is the company I purchased it from (BakersGas) both companies can suck my left nut 🖕🏼

Do NOT BUY w Affirm!!! They do not back you when you want to return. They give you a run around and read answers off a cue card! Zero customer service! They tell you to open a dispute which does nothing! It comes back w a generic reply about how you have to pay for the product! I supplied emails reaching out to GENIE asking for a Return Authorization and NO ONE replies back! I’m fighting w Affirm since January!!! Trust me, it’s NOT worth your time! Some big shot money guy owns the company and has a bunch of underpaid workers answering your call in a over crowded work space! You can hear people screaming and shouting in the background! I’m not kidding! This is a total scam of some kind.

I am so disappointed in affirm right now. There customer service sucks, I dont even know how they got hired. They literally just keep transferring me. I've talked to over 20 reps here and no one can help me with my issue. I have 7,300 available and cant even use it, its clearly a technical glitch in the system but they don't care. I can only make payments but can't spend. I've been a loyal customer for years. I can't wait to pay the rest of these payments off and I'm going with Klarna and Afterpay next. I don't have time for this, no one should be blowing up a company to spend their own available credit and getting the run around at that. This is ridiculous.

Poor customer service. Misleading statement. Avoid doing business with this company

This customer service experience was beyond horrible and frustrating. The first agent (Joel) I spoke with sounded as if he’d just woke up. He yawned multiple times while verifying my account. He even asked me the same question twice as if he hadn’t asked it before. He asked me the last four digits of my Affirm and I said, “Ok, please give me a second to get it.” Only about five seconds has passed and he obnoxiously said, “Helllllllo, are you here?!” At that point, I had taken all I could take and I asked to be transferred to a different agent.

The next agent wasn’t nearly as bad but he wasn’t good either. He spoke very fast and his phone kept going in and out so I had to continually ask him to repeat himself. It seemed like he was in a hurry to end the phone call. I told him the reason for my call and he immediately jumped to telling me that he would shut my account down. I let him know that I didn’t want to do that because my concern could have been worked out without going to that extreme. He didn’t resolve my issue and told me to just call back in the morning.

Lastly, I asked the second agent was there a way for me to complete a survey regarding the customer service call. He outright lied and told me I would receive a survey.

I like Affirm but that was truly a horrible customer service experience.

It was great until they cut me off. Never late never missed a payment never had anything too expensive. The next several times I tried to use it I was denied. Moving on I guess to another platform. I liked them though.

I used them for the first time for a large $2,000 purchase. Had used for small things because it was interest free. (Crazy not to use other people’s money.) The item never shipped after weeks of “it’s coming next week”. I finally (after arguing) got the company to email me that they were cancelling the order. The company never processed a cancellation with Affirm and I had no way to fight the charge. That just sucks, I’ll never use them again.

Since March 2026, I have been experiencing ongoing issues using my account. I consistently make my payments on time without any problems, and I was even granted a higher spending limit. However, despite this, I have been unable to use the service properly.

I have sent numerous emails and spoken with several customer service representatives, all of whom assured me that the issue had been resolved. I also spoke with a supervisor, but I continue to receive the same error message. The supervisor advised that a help desk ticket would be submitted and that I would receive a response within 3–5 business days. It has now been over a week, and I have not received any updates.

This situation is extremely frustrating. I meet my obligations by paying on time, yet I am unable to use the service and continue to be denied for transactions that should not be an issue. I have also been informed multiple times that there are no problems with my identity verification.

I am requesting that this matter be resolved as soon as possible and that I receive a clear update on the status of my account.