{"id":"affirm","page":"https://escalate.alexgaoth.com/#/c/affirm","html":"https://escalate.alexgaoth.com/c/affirm/","generated":"2026-10-15","company":{"id":"affirm","name":"Affirm","aliases":["affirm inc","affirm holdings","affirm pay in 4","affirm loan","affirm card","affirm buy now pay later"],"sector":"payments","parent":"Affirm Holdings, Inc.","website":"https://www.affirm.com","official_domains":["affirm.com"],"security":{"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"},{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"billing-error-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"playbooks":[{"issue":"transaction_dispute","summary":"Try the merchant first, then dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days after it first appeared on your statement.","evidence":["order confirmation","loan ID","proof of return or non-delivery","messages with the merchant"],"steps":[{"do":"Contact the merchant first and keep proof of the return, cancellation or non-delivery."},{"do":"Open a dispute through the Affirm Help Center.","channel":"help-center"},{"do":"For a billing error, send a written notice with your name, phone number, the amount, the loan ID and the problem.","channel":"billing-error-mail"},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"To dispute a billing error, notify Affirm in writing within 60 days after the error first appeared on your statement; phone calls alone do not start the investigation. Affirm must acknowledge the letter within 30 days and correct the error or explain why the bill is correct within 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"While a billing error is investigated, Affirm cannot try to collect the amount in question or report you as delinquent on that amount.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For a purchase you are dissatisfied with, write to Affirm within 120 days of the purchase confirmation date after a good-faith attempt to fix it with the merchant; the purchase must cost more than $50, be financed with an Affirm loan not yet fully paid, and (with some exceptions) be made in your home state or within 100 miles of your mailing address.","issues":["transaction_dispute","refund_request"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and are not responsible for payments on the disputed amount while it is open. (Merchant-facing page, seen in a search snippet; it returns HTTP 403 to automated fetches.)","issues":["transaction_dispute","refund_request"],"source":"https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"The merchant processes the return; if the refund does not reach your Affirm loan, open a dispute through the Help Center.","evidence":["return receipt or tracking","merchant refund confirmation","loan ID"],"steps":[{"do":"Ask the merchant to process the return or refund and get written confirmation."},{"do":"Keep making scheduled payments until the refund posts, then check the loan balance."},{"do":"If the refund was not processed, open a dispute through the Affirm Help Center.","channel":"help-center"},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Report the unauthorized loan or purchase through Affirm's unauthorized activity form or Customer Care.","evidence":["loan ID","date you noticed it","credit report entry if any"],"steps":[{"do":"Report it with the unauthorized activity form.","channel":"unauthorized-activity-form"},{"do":"Or call Customer Care.","channel":"customer-care-phone"},{"do":"Check your Experian and TransUnion reports and dispute any loan you did not take out."},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Affirm's Trust Center says that if fraud occurs on your account you are protected and you are not responsible for any unauthorized purchases.","issues":["unauthorized_charge","fraud"],"source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Never give a caller your one-time code; report through Affirm's form or the number on affirm.com.","evidence":["messages from the scammer","loan IDs","FTC report number"],"steps":[{"do":"Hang up and contact Affirm using the number on its website.","channel":"customer-care-phone"},{"do":"Report unusual activity with the unauthorized activity form.","channel":"unauthorized-activity-form"},{"do":"Report the scam to the FTC, then complain to the CFPB if Affirm does not act.","regulator":"cfpb"}]},{"issue":"payment_assistance","summary":"Affirm charges no late fees, but missed payments are reported to the credit bureaus and can go to collections.","steps":[{"do":"Contact Affirm through the Help Center or Customer Care before a payment is missed.","channel":"customer-care-phone"}],"facts":[{"kind":"fee","claim":"Affirm's Terms of Service say you will never be charged any late fees when you buy with Affirm.","issues":["payment_assistance"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm and its bank partners may report information about your loan to consumer reporting agencies, and Affirm may use collection efforts if you fail to pay.","issues":["payment_assistance","credit_report_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's help center says that since April 1, 2025 all payment activity, including on-time, late and missed payments, is reported to Experian, and plans starting on or after May 1, 2025 are also reported to TransUnion. (Seen in a search snippet; the help center renders with JavaScript.)","issues":["payment_assistance","credit_report_error"],"source":"https://helpcenter.affirm.com/s/article/understanding-your-credit","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"},{"kind":"policy","claim":"Your Affirm account cannot be closed until at least 30 days after your final loan payment, and only when loans are paid off and there is no active Savings or Card account.","issues":["cancel_service"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"affirm","name":"Affirm","sector":"payments","website":"https://www.affirm.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Try the merchant first, then dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days after it first appeared on your statement.","evidence":["order confirmation","loan ID","proof of return or non-delivery","messages with the merchant"],"steps":[{"do":"Contact the merchant first and keep proof of the return, cancellation or non-delivery."},{"do":"Open a dispute through the Affirm Help Center.","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"do":"For a billing error, send a written notice with your name, phone number, the amount, the loan ID and the problem.","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"To dispute a billing error, notify Affirm in writing within 60 days after the error first appeared on your statement; phone calls alone do not start the investigation. Affirm must acknowledge the letter within 30 days and correct the error or explain why the bill is correct within 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"While a billing error is investigated, Affirm cannot try to collect the amount in question or report you as delinquent on that amount.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For a purchase you are dissatisfied with, write to Affirm within 120 days of the purchase confirmation date after a good-faith attempt to fix it with the merchant; the purchase must cost more than $50, be financed with an Affirm loan not yet fully paid, and (with some exceptions) be made in your home state or within 100 miles of your mailing address.","issues":["transaction_dispute","refund_request"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and are not responsible for payments on the disputed amount while it is open. (Merchant-facing page, seen in a search snippet; it returns HTTP 403 to automated fetches.)","issues":["transaction_dispute","refund_request"],"source":"https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","warnings":[]},"refund_request":{"company":{"id":"affirm","name":"Affirm","sector":"payments","website":"https://www.affirm.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"The merchant processes the return; if the refund does not reach your Affirm loan, open a dispute through the Help Center.","evidence":["return receipt or tracking","merchant refund confirmation","loan ID"],"steps":[{"do":"Ask the merchant to process the return or refund and get written confirmation."},{"do":"Keep making scheduled payments until the refund posts, then check the loan balance."},{"do":"If the refund was not processed, open a dispute through the Affirm Help Center.","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","warnings":[]},"unauthorized_charge":{"company":{"id":"affirm","name":"Affirm","sector":"payments","website":"https://www.affirm.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report the unauthorized loan or purchase through Affirm's unauthorized activity form or Customer Care.","evidence":["loan ID","date you noticed it","credit report entry if any"],"steps":[{"do":"Report it with the unauthorized activity form.","channel":{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}},{"do":"Or call Customer Care.","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"do":"Check your Experian and TransUnion reports and dispute any loan you did not take out."},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Affirm's Trust Center says that if fraud occurs on your account you are protected and you are not responsible for any unauthorized purchases.","issues":["unauthorized_charge","fraud"],"source":"https://trust.affirm.com/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","warnings":[]},"fraud":{"company":{"id":"affirm","name":"Affirm","sector":"payments","website":"https://www.affirm.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Never give a caller your one-time code; report through Affirm's form or the number on affirm.com.","evidence":["messages from the scammer","loan IDs","FTC report number"],"steps":[{"do":"Hang up and contact Affirm using the number on its website.","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"do":"Report unusual activity with the unauthorized activity form.","channel":{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC, then complain to the CFPB if Affirm does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","warnings":[]},"payment_assistance":{"company":{"id":"affirm","name":"Affirm","sector":"payments","website":"https://www.affirm.com","account_url":null},"issue":{"id":"payment_assistance","name":"Payment plan or bill assistance"},"playbook_source":"company","summary":"Affirm charges no late fees, but missed payments are reported to the credit bureaus and can go to collections.","evidence":["current bill","household income documents","any hardship or medical documents"],"steps":[{"do":"Contact Affirm through the Help Center or Customer Care before a payment is missed.","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}}],"channels":[],"facts":[{"kind":"fee","claim":"Affirm's Terms of Service say you will never be charged any late fees when you buy with Affirm.","issues":["payment_assistance"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm and its bank partners may report information about your loan to consumer reporting agencies, and Affirm may use collection efforts if you fail to pay.","issues":["payment_assistance","credit_report_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's help center says that since April 1, 2025 all payment activity, including on-time, late and missed payments, is reported to Experian, and plans starting on or after May 1, 2025 are also reported to TransUnion. (Seen in a search snippet; the help center renders with JavaScript.)","issues":["payment_assistance","credit_report_error"],"source":"https://helpcenter.affirm.com/s/article/understanding-your-credit","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"security":{"official_domains":["affirm.com"],"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":13,"search_snippet":4},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 34 sources are the organization's own pages or government sites; 4 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Affirm — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/affirm.md","markdown":"## In short\n\nTry the merchant first, then open a dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days, because a phone call alone does not start the investigation. Affirm charges no late fees, but it reports payments, including late and missed ones, to the credit bureaus, and most CFPB complaints about Affirm are about credit reporting and collections. Every one of the 7,735 CFPB complaints about Affirm in the 12 months to June 2026 closed with an explanation only. The CFPB rule that gave BNPL users credit-card dispute rights was withdrawn in May 2025, so Affirm's own terms are what you can cite.\n\n## How complaints actually go\n\n- Affirm's Terms of Service ask you to contact Affirm through its Help Center first. Customer Care is at (855) 423-3729, and written notices go to Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- For a billing error, write within 60 days after the error first appeared on your statement, marked \"Attn: Billing Error Dispute\". Affirm must acknowledge within 30 days and fix the error or explain within 90 days, and cannot collect the disputed amount or report you delinquent on it in the meantime. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- A CFPB complaint goes to Affirm for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n\n## What tends to work\n\n- Put billing errors in writing: Affirm's terms say telephone calls alone do not trigger the billing-error investigation. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- If the merchant will not fix a purchase over $50 that you financed with Affirm and have not fully paid, you can raise it in writing with Affirm within 120 days of the purchase confirmation, after a good-faith attempt with the merchant. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and do not have to pay the disputed amount while it is open (merchant-facing page, seen in a search snippet). [Affirm Business Hub: dispute resolution policy](https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy)\n- For a loan or purchase you did not make, use Affirm's unauthorized activity form; its Trust Center says you are not responsible for unauthorized purchases. [Affirm Trust Center](https://trust.affirm.com/)\n\n## Traps and fine print\n\n- On May 12, 2025 the CFPB withdrew its 2024 interpretive rule that treated BNPL lenders with digital accounts as credit card issuers under Regulation Z. Do not cite it as a source of dispute or refund rights. [CFPB: Buy Now, Pay Later products](https://www.consumerfinance.gov/compliance/compliance-resources/consumer-cards-resources/buy-now-pay-later-bnpl-products/)\n- No late fees does not mean no consequences: Affirm and its bank partners may report your loan to consumer reporting agencies, and Affirm may use collection efforts if you do not pay. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- Affirm's help center says all payment activity, including late and missed payments, has been reported to Experian since April 1, 2025, and plans from May 1, 2025 also to TransUnion (seen in a search snippet; the help center renders with JavaScript). [Affirm Help Center: understanding credit reporting](https://helpcenter.affirm.com/s/article/understanding-your-credit)\n- The terms require individual arbitration with a class action waiver. To opt out, mail a signed, written notice within 30 calendar days after agreeing to the terms. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- An Affirm account cannot be closed until at least 30 days after the final loan payment, with all loans paid off and no active Savings or Card account. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Affirm Holdings, Inc\": 7,735. Top products: credit reporting 2,864, debt collection 2,638, payday, title, personal or advance loan 1,688, credit card 399. Top issues: incorrect information on a report 1,893, negative or legal action taken or threatened 1,247, attempts to collect a debt not owed 972, problem with a company's investigation 721, problem when making payments 553. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- All 7,735 complaints closed with explanation; none is recorded as closed with monetary or non-monetary relief. 7,732 were marked timely. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Affirm says it will never ask for your password, PIN or a one-time code; if someone calls claiming to be Affirm, hang up and contact Affirm on the number on its website (seen in a search snippet of the security page). [Affirm: security](https://www.affirm.com/security)\n- Report unusual activity on an Affirm or Affirm Card account through the Help Center's unauthorized activity form. [Affirm Trust Center](https://trust.affirm.com/)\n"},"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}