--- company: affirm title: Affirm — how complaints actually go last_verified: 2026-10-13 --- ## In short Try the merchant first, then open a dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days, because a phone call alone does not start the investigation. Affirm charges no late fees, but it reports payments, including late and missed ones, to the credit bureaus, and most CFPB complaints about Affirm are about credit reporting and collections. Every one of the 7,735 CFPB complaints about Affirm in the 12 months to June 2026 closed with an explanation only. The CFPB rule that gave BNPL users credit-card dispute rights was withdrawn in May 2025, so Affirm's own terms are what you can cite. ## How complaints actually go - Affirm's Terms of Service ask you to contact Affirm through its Help Center first. Customer Care is at (855) 423-3729, and written notices go to Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - For a billing error, write within 60 days after the error first appeared on your statement, marked "Attn: Billing Error Dispute". Affirm must acknowledge within 30 days and fix the error or explain within 90 days, and cannot collect the disputed amount or report you delinquent on it in the meantime. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - A CFPB complaint goes to Affirm for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/) ## What tends to work - Put billing errors in writing: Affirm's terms say telephone calls alone do not trigger the billing-error investigation. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - If the merchant will not fix a purchase over $50 that you financed with Affirm and have not fully paid, you can raise it in writing with Affirm within 120 days of the purchase confirmation, after a good-faith attempt with the merchant. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and do not have to pay the disputed amount while it is open (merchant-facing page, seen in a search snippet). [Affirm Business Hub: dispute resolution policy](https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy) - For a loan or purchase you did not make, use Affirm's unauthorized activity form; its Trust Center says you are not responsible for unauthorized purchases. [Affirm Trust Center](https://trust.affirm.com/) ## Traps and fine print - On May 12, 2025 the CFPB withdrew its 2024 interpretive rule that treated BNPL lenders with digital accounts as credit card issuers under Regulation Z. Do not cite it as a source of dispute or refund rights. [CFPB: Buy Now, Pay Later products](https://www.consumerfinance.gov/compliance/compliance-resources/consumer-cards-resources/buy-now-pay-later-bnpl-products/) - No late fees does not mean no consequences: Affirm and its bank partners may report your loan to consumer reporting agencies, and Affirm may use collection efforts if you do not pay. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - Affirm's help center says all payment activity, including late and missed payments, has been reported to Experian since April 1, 2025, and plans from May 1, 2025 also to TransUnion (seen in a search snippet; the help center renders with JavaScript). [Affirm Help Center: understanding credit reporting](https://helpcenter.affirm.com/s/article/understanding-your-credit) - The terms require individual arbitration with a class action waiver. To opt out, mail a signed, written notice within 30 calendar days after agreeing to the terms. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) - An Affirm account cannot be closed until at least 30 days after the final loan payment, with all loans paid off and no active Savings or Card account. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos) ## By the numbers - CFPB complaints received July 1, 2025 to June 30, 2026 for "Affirm Holdings, Inc": 7,735. Top products: credit reporting 2,864, debt collection 2,638, payday, title, personal or advance loan 1,688, credit card 399. Top issues: incorrect information on a report 1,893, negative or legal action taken or threatened 1,247, attempts to collect a debt not owed 972, problem with a company's investigation 721, problem when making payments 553. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - All 7,735 complaints closed with explanation; none is recorded as closed with monetary or non-monetary relief. 7,732 were marked timely. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/) ## Scams that target customers - Affirm says it will never ask for your password, PIN or a one-time code; if someone calls claiming to be Affirm, hang up and contact Affirm on the number on its website (seen in a search snippet of the security page). [Affirm: security](https://www.affirm.com/security) - Report unusual activity on an Affirm or Affirm Card account through the Help Center's unauthorized activity form. [Affirm Trust Center](https://trust.affirm.com/)