My complaint:
I filed a complaint with the Better business Bureau with affirm and have not gotten a resolution. I purchased a phone and watch from samsung via affirm. I decided to return the phone and keep the watch. Samsung has refunded the money for the phone back to affirm more than 60 days ago. My I have been making payments to affirm and my account has not been updated to reflect the refund from samsung as they have already sent the funds back to affirm for the phone. The response I got from affirm was unacceptable telling me to send an email to customer service. I have attached the complete log below along with the email from samsung showing the refund.
Complaint Details
I placed on order via Samsung on 10/27/23 for the Samsung Galaxy z fold 5 phone along with the galaxy watch 6 pro and used affirm ( loan id BVMG-4TY0) to make the purchase. I decided that I would keep the watch and not the phone so on November 11th I returned the phone. Samsung issued a refund to affirm on 11/17/23 and sent me an email ing a refund of 1492.15. Here it is 01/04/24 and I have yet to see the refund reflected to my balance with affirm. The only thing I should be paying for is the watch for 165.00 including the finance charge. I’ve already made two payments of 106.74. everytime I try and report a return with affirm the website stops me and just tells me to continue making payments as the return should reflect in 20 days. It’s been well over that amount of time and my balance still does not reflect that. I’ve attached screenshots that was sent to me directly from Samsung showing they issued the refund for the phone back to affirm on 11/17/23 along with screenshots of my affirm balance that still has not been updated. I want to make sure the billing is adjusted and that I’m not charged over 600 dollars in interest as well for a phone that was returned over 2 months ago. I get that I still would have had a balance of 165.00 plus the finance charge but my account still reflects over 24 hundred dollars.
Desired Outcome/Settlement
Desired Settlement: Other (requires explanation) Contact by the business; Billing adjustment
From the Business on Thursday, January 18, 2024
Thank you for the opportunity to respond to Mr. Breakfield’s BBB complaint which states his concerns with a refund for loan BVMG-4TY0.
Affirm’s records indicate that loan BVMG-4TY0 was processed on October 30, 2023 in the amount of $1,874.12 with a 32% APR to be paid over 24 monthly installments of $106.74. The loan received 2 payment of $106.74 on November 30, 2023 and December 29, 2023.
While reviewing his complaint, Affirm found that Mr. Breakfield has not reached out to them directly regarding this issue. According to the loan details, the loan was opened over 60 days ago. At this time, Mr. Breakfield is advised to submit evidence substantiating his claim by emailing customercare@affirm.com and the team may be able to review the claim as a courtesy.
In the event that he has any further questions, Affirm encourages him to reach out to Affirm via https://helpcenter.affirm.com/s/article/contact-us
From the Consumer on Friday, January 19, 2024
Complaint: 21100931
I am rejecting this response because the response received from the company is unacceptable. I’ve CLEARLY attached the email from Samsung that shows the funds WERE RETURNED to AFFIRM MORE THAN 60 DAYS AGO. It should not take this long to update a balance to my account. As consumer affirm has not reached out to me at all. If this is not resolved I will be taking legal action.
Sincerely,
Jermaine Breakfield
Suggested solution:
adjust my account to reflect the balance of the phone being refunded
