{"id":"afterpay","page":"https://escalate.alexgaoth.com/#/c/afterpay","html":"https://escalate.alexgaoth.com/c/afterpay/","generated":"2026-10-15","company":{"id":"afterpay","name":"Afterpay","aliases":["afterpay us","afterpay pay in 4","afterpay pay monthly","afterpay us services"],"sector":"payments","parent":"Block, Inc.","website":"https://www.afterpay.com/en-US","official_domains":["afterpay.com"],"security":{"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","channels":[{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Afterpay contact form (Get in Touch)","value":"https://www.afterpay.com/en-US/submit-form","purposes":["unauthorized_charge","fraud","poor_service"],"source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report a suspected phishing email (attach it as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"legal-notice-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the retailer and wait up to 7 calendar days, then raise one dispute per order in the app within 120 days of purchase; keep paying while it is reviewed.","evidence":["order confirmation","messages with the retailer","tracking or delivery record"],"steps":[{"do":"Contact the retailer first, ask for tracking, and allow up to 7 calendar days for a reply."},{"do":"Raise a dispute on the order in the app or on the website.","channel":"app-dispute"},{"do":"Keep making scheduled payments while the dispute is reviewed, so you are not charged late fees."},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"You have 120 days from the purchase date to open a dispute, and you can raise only one dispute per order.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"kind":"process","claim":"Scheduled payments may continue while a dispute is under review, and reviews typically take 10-14 business days.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Contact the merchant first, then raise a dispute in the app within 120 days; Afterpay cannot collect the disputed amount or report it delinquent while it investigates.","evidence":["date and amount of the charge","why it is wrong","receipts or messages"],"steps":[{"do":"If the error involves an order, contact the merchant first."},{"do":"Raise a dispute in the app, giving the amount, date and why you think it is an error.","channel":"app-dispute"},{"do":"Or contact Afterpay by chat or phone.","channel":"customer-service-phone"},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The installment agreement says you must contact Afterpay within 120 days after the error appeared on your statement.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"While Afterpay investigates a billing error, it cannot try to collect the disputed amount or report you as delinquent on it.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"The retailer decides returns; refunds reduce your balance (partial refunds come off the last payment first), and you must keep paying what is still due.","evidence":["return receipt or tracking","retailer refund confirmation","order number"],"steps":[{"do":"Return the item under the retailer's policy and get confirmation of the refund."},{"do":"Keep paying any installments still due until the refund posts."},{"do":"If the refund does not arrive, raise a dispute in the app.","channel":"app-dispute"}],"facts":[{"kind":"policy","claim":"Return and refund decisions are at the merchant's discretion and you stay obligated to make payments when due; refunds Afterpay receives reduce your balance, and partial refunds are applied against your last payment first.","issues":["refund_request"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Change your password at once (it signs out all devices), then contact Afterpay straight away about orders you do not recognize.","evidence":["order details","delivery address","date you noticed it"],"steps":[{"do":"Update your Afterpay password immediately."},{"do":"Check whether the items went to your address or were bought by family."},{"do":"Contact Afterpay straight away by chat, phone or the contact form.","channel":"customer-service-phone"},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Report phishing emails to reportphishing@afterpay.com and contact Afterpay if you entered your details on a fake site.","evidence":["the suspicious email as an .eml file","screenshots","FTC report number"],"steps":[{"do":"Forward the suspicious email as an attachment.","channel":"phishing-email"},{"do":"If you entered details or see orders you do not recognize, change your password and contact Afterpay.","channel":"in-app-chat"},{"do":"Report the scam to the FTC.","regulator":"ftc"}]},{"issue":"payment_assistance","summary":"A missed payment pauses the account and can bring a late fee of up to $8 after 10 days; reschedule the second or third payment in the app, or call about the first or last.","steps":[{"do":"To move the second or third payment, change its due date in the app."},{"do":"For the first or last payment, contact Customer Service to discuss options.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"If an installment stays unpaid for ten days after the due date, a late fee of up to $8.00 applies (not more than state law allows); total late fees on an order will not exceed 25% of the order value at purchase. No late fees apply to Rhode Island residents.","issues":["payment_assistance","fee_reversal"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"Afterpay suspends the account until all late payments are paid, and late payments, even during the grace period, can lower future spending limits.","issues":["payment_assistance"],"source":"https://www.afterpay.com/en-US/help/900001507483-What-happens-if-I-can-t-make-a-payment-on-time","last_verified":"2026-10-13"},{"kind":"policy","claim":"The installment agreement's California notice says a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you miss payments.","issues":["payment_assistance","credit_report_error"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."]},"playbooks":{"transaction_dispute":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the retailer and wait up to 7 calendar days, then raise one dispute per order in the app within 120 days of purchase; keep paying while it is reviewed.","evidence":["order confirmation","messages with the retailer","tracking or delivery record"],"steps":[{"do":"Contact the retailer first, ask for tracking, and allow up to 7 calendar days for a reply."},{"do":"Raise a dispute on the order in the app or on the website.","channel":{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}},{"do":"Keep making scheduled payments while the dispute is reviewed, so you are not charged late fees."},{"do":"If Afterpay 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-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"You have 120 days from the purchase date to open a dispute, and you can raise only one dispute per order.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"kind":"process","claim":"Scheduled payments may continue while a dispute is under review, and reviews typically take 10-14 business days.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]},"billing_error":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Contact the merchant first, then raise a dispute in the app within 120 days; Afterpay cannot collect the disputed amount or report it delinquent while it investigates.","evidence":["date and amount of the charge","why it is wrong","receipts or messages"],"steps":[{"do":"If the error involves an order, contact the merchant first."},{"do":"Raise a dispute in the app, giving the amount, date and why you think it is an error.","channel":{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}},{"do":"Or contact Afterpay by chat or phone.","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"do":"If Afterpay 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-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"The installment agreement says you must contact Afterpay within 120 days after the error appeared on your statement.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"While Afterpay investigates a billing error, it cannot try to collect the disputed amount or report you as delinquent on it.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","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_omitted":7,"points":[{"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"}]},{"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":4,"points":[{"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"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]},"refund_request":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"The retailer decides returns; refunds reduce your balance (partial refunds come off the last payment first), and you must keep paying what is still due.","evidence":["return receipt or tracking","retailer refund confirmation","order number"],"steps":[{"do":"Return the item under the retailer's policy and get confirmation of the refund."},{"do":"Keep paying any installments still due until the refund posts."},{"do":"If the refund does not arrive, raise a dispute in the app.","channel":{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Return and refund decisions are at the merchant's discretion and you stay obligated to make payments when due; refunds Afterpay receives reduce your balance, and partial refunds are applied against your last payment first.","issues":["refund_request"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]},"unauthorized_charge":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Change your password at once (it signs out all devices), then contact Afterpay straight away about orders you do not recognize.","evidence":["order details","delivery address","date you noticed it"],"steps":[{"do":"Update your Afterpay password immediately."},{"do":"Check whether the items went to your address or were bought by family."},{"do":"Contact Afterpay straight away by chat, phone or the contact form.","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"do":"If Afterpay 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-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Afterpay contact form (Get in Touch)","value":"https://www.afterpay.com/en-US/submit-form","purposes":["unauthorized_charge","fraud","poor_service"],"source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}],"facts":[],"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":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]},"fraud":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report phishing emails to reportphishing@afterpay.com and contact Afterpay if you entered your details on a fake site.","evidence":["the suspicious email as an .eml file","screenshots","FTC report number"],"steps":[{"do":"Forward the suspicious email as an attachment.","channel":{"id":"phishing-email","type":"email","label":"Report a suspected phishing email (attach it as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}},{"do":"If you entered details or see orders you do not recognize, change your password and contact Afterpay.","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Afterpay contact form (Get in Touch)","value":"https://www.afterpay.com/en-US/submit-form","purposes":["unauthorized_charge","fraud","poor_service"],"source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report a suspected phishing email (attach it as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}],"facts":[],"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":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]},"payment_assistance":{"company":{"id":"afterpay","name":"Afterpay","sector":"payments","website":"https://www.afterpay.com/en-US","account_url":null},"issue":{"id":"payment_assistance","name":"Payment plan or bill assistance"},"playbook_source":"company","summary":"A missed payment pauses the account and can bring a late fee of up to $8 after 10 days; reschedule the second or third payment in the app, or call about the first or last.","evidence":["current bill","household income documents","any hardship or medical documents"],"steps":[{"do":"To move the second or third payment, change its due date in the app."},{"do":"For the first or last payment, contact Customer Service to discuss options.","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"If an installment stays unpaid for ten days after the due date, a late fee of up to $8.00 applies (not more than state law allows); total late fees on an order will not exceed 25% of the order value at purchase. No late fees apply to Rhode Island residents.","issues":["payment_assistance","fee_reversal"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"Afterpay suspends the account until all late payments are paid, and late payments, even during the grace period, can lower future spending limits.","issues":["payment_assistance"],"source":"https://www.afterpay.com/en-US/help/900001507483-What-happens-if-I-can-t-make-a-payment-on-time","last_verified":"2026-10-13"},{"kind":"policy","claim":"The installment agreement's California notice says a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you miss payments.","issues":["payment_assistance","credit_report_error"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","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 installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"security":{"official_domains":["afterpay.com"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"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"}}