Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date was on the 4th and 18th of March I use ZayZoon to take funds out of my check to get some money in advance because we need it Ive done it for awhile now and Ive never had a problem until the 4th when I took money out on Sunday and the money I usually take out on Sunday the week I get paid they take out of my next check not the check I get that week but they decided to take it out of that check So when I argued with them they basically told me they have up until 3 days til I get paid to take the money out. So this time I waited until today the 18th of March (I get paid 2 days early with chime) and when I got paid today the money I took out this morning that should be on my next check was took out of this check Even though I just got told 2wks ago that they have 3 days until I get paid to take the money out but yet they took it out 2 days before I got paid so I consider that misinformation and illegally taking my money since I was told different and I have the conversation from the lady I spoke with I am extremely LIVID with this company and it has become so horrible that I have made sure to let others know not to use it because they lie and they take money out earlier than they say they will even though u need that money ************ is disgusting for what they did after what they told me because i specifically waited until today (2days til I got paid just so that they would t take it out of my check) because thats what the lady told me and she lied!!!

  

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond to this customers concerns. We sincerely regret the frustration they have experienced and appreciate their continued use of ZayZoon.
  
  Upon thorough review of the situation, we can confirm that the customer was informed by our support agent that their employer is configured with a three-day payroll cutoff window. This typically means that any funds accessed within three calendar days of the customers pay date should be scheduled for repayment on the following paycheck, rather than the immediate upcoming one.
  
  Additionally, ZayZoon displays repayment dates as On or Before a specified date. This phrasing is intended to provide transparency and inform customers that repayment may occur either on the scheduled pay date or on a pay date prior to the scheduled date. This is dependent on employer processing and system scheduling done by their payroll provider.
  
  In this instance, while the customers understanding of the repayment timeline was generally aligned with our standard process, a recent update to our system affected how repayment schedules were determined for some users. This update was implemented to improve the accuracy of predicted deductions. However, we recognize that this change may have caused short-term confusion and deviation from past expectations.
  
  We acknowledge how this experience may have felt inconsistent or misleading to the customer, particularly after receiving specific guidance from our team. For that, we offer our sincere apologies. The customers feedback is valued and has been shared internally to ensure improvements are made in both our communication and system reliability moving forward.
  
  Should the customer wish to discuss this matter further or receive additional support, we would be happy to assist them directly.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/27/2025 I requested a payout to my prepaid ZayZoon card that I had set up that day. Upon receiving the funds I am now unable to use them! Apparently they have been having issues with their prepaid debit cards but are still allowing consumers to apply for them. How is it that my hard earned money is loaded onto a debit card and I have no access to the money? I called and spoke to 3 representatives. ******** being the first one was extremely rude and condescending. ****** put in an IT Ticket for me but said she couldnt provide me with a time frame of when this issue (which I'm not even sure what the issue is!) could be resolved. The third ****** I spoke with I dont remember his name put me on hold for 15 minutes and came back with the same resolution as ********. This company has no contact number for consumers, all they have is a live chat system with robots. Not real people. Very sketchy, sloppy, and unprofessional. I will not be giving them my services any more! This is a disgrace to see how much customer service has gone out the window, you cannot take someones hard earned money and tell them that they cant access it and have to wait for IT to figure it out! I am infuriated.

  

  Business Response

  Date: 02/05/2025

  After doing a thorough investigation into this matter, we found the following:
  The payout that Anija had requested has been successfully disbursed to the ZayZoon ************ Card that she had set up on that day, as described.
  The customer had called the cardholder services number for **** as they are the ones that provide the Prepaid card, and the ones that handle any issues having to do with the card.
  
  I see that the customer has since accessed a payout to the same disbursal wallet, which has also been sent successfully. We apologize for any negative interactions that may have taken place through ****'s cardholder services line, however we do not offer phone support, so Anija did not speak with our team over the phone.
  
  To address the concerns with our chat/email system, I have searched our historical chats with Anija and she indeed was unable to get into a live chat as she had not made it past our intake bot.
  I will reach out to Anija directly via email and also will look into the parameters for our automation to ensure we are not missing opportunities where we could or should be connecting with a customer. 
  
  Please let us know if there is anything else we can do to assist, and thank you for your time. 

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZayZoon is used through my employer. On January 11, I took a $200 payout, which was deposited into my checking account. Today, January 14th, an adjustment debit of $200 was taken from my checking account. 20+ emails back and forth, ZZ states they are not allowed to take funds from my checking account but they reversed my payout. My ZZ account shows it being dispersed, not refunded so $205 will be repaid on my next paycheck for a deposit that was reversed. They have ZERO phone communication, no supervisors! I spent all day talking to 3 different people, *******, ******* and ********. I have all the documentation from my account showing the withdrawal despite them telling me they cant do that. No wonder they have an F BBB rating.

  

  Business Response

  Date: 02/19/2025

  Upon reviewing her account, I see that she accessed $200 on January 11th, which was deducted from her paycheck on the same day. When she reached out to our ************* team on January 14th, multiple representatives advised her to contact your financial institution regarding the transaction in question.

  On January 15th, she also spoke with a supervisor, ****, and provided screenshots from her bank account indicating a possible reversal. **** immediately escalated the matter to our processing team, who confirmed that ZayZoon does not process reversals or returns and advised that any adjustments would need to be addressed directly with her financial institution. **** reiterated this to her and encouraged continued communication with her bank.

  On January 16th, she provided a screenshot confirming that the funds were back in her account.

  If there is further assistance needed or there are any additional concerns, please let us knowwe are happy to help in any way we can.

  
  

   

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is zayzoon is due a repayment of what I thought was going to $155 on Friday January 10th 2025 because I took an advance on December 22nd but come to find out zayzoon is take $310 which is double what I thought because my other payouts aren't due to be paid until January 24th 2025 so I'm not sure why it has been doubled when only 1 payment is due to be repaid by 01/10/25 and the rest are due 01/24/25 that is a bit like fraud to me and giving me false information when my repayments are due by what date I expected to pay$155 and get stuck paying $310 which shouldnt happen and I want that extra $155 that is charged on repayment paid back to me because thats kinda theft in my opinion

  

  Business Response

  Date: 02/19/2025

  I understand that ****** was reaching out with concerns regarding his repayment, and I appreciate the opportunity to clarify.

  Upon reviewing his account, I see that his January 4th payout was included in the repayment scheduled for January 10th. Initially, this payout was expected to be deducted from the following pay period; however, based on payroll processing cycles, it was confirmed to be part of the same cycle as his December 22nd payout, resulting in both amounts being deducted together totaling $310.

  We apologize for any confusion or frustration this may have caused. If he has any further questions or needs additional clarification, please feel free to have him reach out. We're happy to assist.

  
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I borrowe $124.00 one time last week and planned on paying back $129.00. instead zayzoon took $180.00 back. So i deman that I get the $51.00 that zayzoon took when they wasn't supposed to back into my account asap. It'd cost me more to take them to court so just do the right thing and be professional

  

  Business Response

  Date: 02/19/2025

  I understand that ****** was reaching out regarding concerns with his repayment. We take these matters seriously and want to ensure full transparency in the deductions made from his paycheck.
  
  Upon reviewing his account, I can confirm that the total deduction of $180 on December 20th, 2024, was for two separate payouts:
  
  December 11th: A payout of $46 with a repayment of $51
  December 16th: A payout of $124 with a repayment of $129
  These amounts add up to the total $180 deducted from his paycheck on December 20th.
  
  If you have any further questions or need additional clarification, please feel free to reach out. We're happy to assist.

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/14/24 I requested a cash advance through this service. The advance was repaid on 10/22/24. On 10/23/24 I received an email stating that they did not receive payment and the amount was overdue. On 10/24/24 I provided them with a copy of my paystub showing the amount deducted from my paycheck and was told that I wouldnt not have the amount deducted from my next paycheck. On 10/29/24 the amount was deducted again from my paycheck, causing my checking account to be overdrawn and to incur fees. Ive been in contact with ZayZoon support every day and they claim they are waiting to receive confirmation from my payroll provider. The tone of support in this and previous issues comes off as condescending. I am looking to have my funds returned and to be compensated for any fees I incurred. They can repay me while they sort this out with the payroll company.

  

  Business Response

  Date: 02/19/2025

  
  Upon reviewing Mr. ********* account, we confirmed that the payout he requested on October 14th was registered on October 15th and repaid on October 29th. We understand that there was confusion regarding the repayment status, which unfortunately resulted in an additional deduction.
  
  To rectify this, we opened a support ticket and have processed a repayment for the duplicate deduction. Furthermore, on November 15, 2024, we credited his account to cover any overdraft fees that may have been incurred.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate Mr. ********* patience while we worked through the necessary confirmations with your payroll provider.
  
  Please do not hesitate to reach out if you require any further assistance. We are happy to help.

• Initial Complaint

  Date:09/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They allowed someone to break into their app and change my password I tried to contact them and they only have a chat option which I feel like they are never live I have no way off getting my money.

  

  Business Response

  Date: 09/09/2024

  Thank you so much for taking the time to share your valuable feedback with us. We truly appreciate it. We want you to know that the security of your account and providing top-notch customer service are our top priorities. We are truly sorry to hear about your concerns and we want to assure you that we are here to help in any way we can.
  
  Upon reviewing our records, we noticed that there were no previous attempts to contact our support team regarding this matter. We do offer a convenient live chat option and our team is available to assist you from 8 AM - 8 PM MT Monday to Friday, and 10 AM - 6 PM MT on weekends. We always strive to respond as promptly as possible.
  
  In addition, we highly recommend enabling two-factor authentication (2FA) for added security on your account. This extra layer of protection can help prevent any unauthorized access to your account.
  
  We want to make things right for you, therefore we will reach out to your directly using email associated with your ZayZoon account to follow up and gather more details. We are committed to resolving this matter for you as quickly as possible.
  
  Thank you for your understanding and cooperation. We are confident that we can resolve this issue and we look forward to providing you with a positive resolution.

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 22, 2024 I purchased a gas gift card which is supposed to be used at any gas station. When i downloaded it and went to several different gas stations they all stated it isnt a usable card because it doesnt have a bar code. In following directions you must then download it to a wallet to use. I downloaded it to my ****** wallet and still isnt usable. On the website you must download it to their particular wallet which isnt compatible with ****** phones. No where does it tell you that BEFORE purchasing. So now the card is worthless as it cannot be used with my applications and i am not going to buy an apple phone just to cash this card.However, in then doing more research i am informed that they have been informed that this card they sell is useless to many of their customers yet they continue to sell them knowing many people are unable to get their money from it. I tried contacting Zayzoon directly but they are never online when i am trying to reach them and they hang up on you when trying to send a message to them during their off hours which seems to be most frequent..While it says no refunds available i believe they are knowingly selling these gas cards in bad faith and yet continue to do so and need to be held acountable for refunding the money.

  

  Business Response

  Date: 08/26/2024

  We apologize for any inconvenience youve experienced with your gas gift card purchase.

  
  We understand your frustration regarding the compatibility issues with the card and the challenges you faced in trying to use it. The gas gift card is designed to be used at any participating gas station, and we strive to make this process as seamless as possible for all customers. However, we recognize that there can be technical challenges when using digital gift cards across different platforms and devices.

  
  I see that you have already contacted our team directly, and we assure you that we will do all we can to assist you and rectify this issue.

  Customer Answer

  Date: 08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My job is with zayzoon and has been since 2023 or longer I have used it a hand full of times and didn't realize there where discrepancy going on between my payouts and the amount they were taking from my paychecks besides the fact they had my net pay wrong and that i was marked as 12 an hour and i was makeing 17 an hour when I did and asked them they bounce me from what I think is person to person I would like for bbb to try and go through my time using the zayzoon app and find all the discrepancies please and have the company repay all extra expenses they took for me in the time using their services

  

  Business Response

  Date: 02/19/2025

  We understand that there may have been some confusion regarding how his net pay and accessible wages are calculated.

  To clarify, the net/hour rate used in his account is an estimate based on his payroll information and will differ from his gross hourly rate. This figure is used to determine the amount of wages he can access through our service. Unfortunately, we are unable to manually adjust this calculation to match the specific hourly wage.

  We understand these concerns and appreciate the opportunity to clarify this. 

  If you have any further questions, please let us know, and wed be happy to assist.

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a zayzoon account. I did in May, 2024 but when I left that employer, my HR department disabled all my information, including Zayzoon. When I was rehired in June 2024, I NEVER got another Zayzoon account however, ********************** has taken money from my first 3 paychecks. I dont know how, I dont know where the money is going, but it is coming out of my paychecks every 2 weeks. It is over $700 as of this payperiod. Zayzoon does not speak to anyone, all correspondence in only through email and I keep getting the exact same computer generated response. They are looking into it and will respond in 48 hours, its been over a month. Ive sent them 3 paystubs, all my account information and my payroll information and still nothing. Where has my $700 gone? None can tell me

  

  Business Response

  Date: 02/19/2025

  Upon investigation, we found that duplicate deductions had been made from her paychecks. However, these amounts have since been reimbursed to her account.
  
  Specifically:
  
  A refund credit of $355.53 was issued on August 16, 2024 
  A refund credit of $201.62 was issued on August 15, 2024 
  Additionally, a support ticket was created on July 26, 2024, to address her concerns, and we confirmed resolution with her via email on August 22, 2024. 
  
  If you have any further questions or if there is anything else we can do to assist you, please dont hesitate to reach out.