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:03/12/2025

  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.

  I have contacted this company on 4 different occasions. One of their customers is using my email address and Name. I used zip years ago with my old phone number and have informed zip that the most recent purchase was not from me. I cant even confirm the card that was used. But I am continuing to get emails stating that a payment is coming up soon. The last email that I received stated that the fraudulent person payment declined. I have asked zip and numerous occasions to remove my email and name from their customer account. They have claim to escalate the matter after the third call they stated that someone emailed me and I didnt respond they closed the claim. I never received an email. So I escalated the matter again. I still havent received an email. I would like for them to Remove my email from their customer and my name. There seems as if there has been some type of breach of security, which is scary. They like to claim that they have sent emails, but they never do. I do not recommend this company to anyone because it seems that their security isnt tight enough and your personal information could be used.

  Business Response

  Date: 03/25/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  
  On February 4th, the customer contacted ********************** stating that she did not authorize the purchase on her account and no longer uses the phone number associated with it. The agent escalated the issue for further review and placed a block on the account to prevent any additional transactions. 
  
  On February 21st, an agent followed up requesting a copy of the customers most recent phone bill showing her name and current phone number. The agent also asked the customer to confirm whether her payment card had been charged, and if so, to provide a screenshot of the transaction. A temporary hold remained on the account during the investigation. 
  
  On March 4th, the customer reached out again to check the status of the investigation, noting that she was still receiving emails about a payment being due. The agent informed her that the matter was under review by the internal team. 
  
  On March 18th, another agent contacted the customer requesting a phone bill that included her full name, address, and phone number to support the investigation. The customer provided the requested documentation, and the agent confirmed that the case had been escalated to the leadership team for further review. 
  
  On March 19th, an agent reached out to confirm that the loan had been closed and the account permanently deactivated to prevent any further fraudulent activity. 
  
  Zip sincerely apologizes for the frustration this situation has caused. We recognize that the time it has taken to reach a resolution does not reflect the level of service we strive to provide. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising 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.

  There was a fraud account on ********************** that there was purchases made on my account. But I never purchased anything using Zip it had someone elses credit card on there, Ive been calling Zip for 3 weeks straight to resolve this issue as I dont want my credit to get affected because of an fraud account. They said it will take ***** hours but it has been 3 weeks, when I called them I was very upset that it has been 3 weeks. And the First **** picked up the phone I told them the situation and I was upset I had an argumentative tone since it has been 3 weeks she had an attitude and hung up the phone. It has been 3 weeks since this issue and they are not removing that fraud account from my account that I never created.

  Business Response

  Date: 03/26/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On February 26th, the customer reached out to dispute Order #*************, advising that this was a case of fraud and that they had never signed up for any payment plans associated with the account. The agent informed them that the matter would be escalated to the internal team for a fraud review.  
  On February 27th, the customer called in to confirm the escalation. The agent verified that the case had indeed been escalated the previous day and assured the customer that the internal team would be reaching out shortly. 
  On March 11th, the customer followed up again, stating that while the account contained their personal information, the payment card listed was not theirs. The agent advised the customer to wait for further communication from the internal team and ended the call.  
  On March 12th, an agent reached out to the customer requesting a card statement that shows the last four digits of the card used along with the name on the account to assist in the investigation. The customer responded by sending a screenshot of the Zip order displaying the card details.  
  On March 13th, the customer called once more to check the status of the investigation. The agent reiterated that the case was still under review by the internal team. Additionally, another agent followed up to clarify that what is needed is a copy of the card statement, not the order screenshot, showing the last four digits of the card and the name associated with it. While we understand that youve stated your card has not been charged, providing a copy of a bank statement from an active account will help us confirm your identity and support our investigation. This additional information is important to ensure we handle the matter accurately and securely.  
  On March 16th, the customer sent another message to follow up on the status of the investigation. 
  On March 21st, an agent reached out to request additional documentation, including a police report for identity theft, an identity theft report from the **** and any other relevant details that could support the fraud claim. 
  Zip would like to sincerely apologize for the frustration and concern this situation has caused. In order to protect the customer's security, the ********************** account has been blocked to prevent any further transactions. At this time, we are still awaiting a response to our recent request for additional documentation related to the fraud claim. We kindly ask the customer to provide the requested information, either an Identity theft report from the police or **** along with any other relevant details, as it is necessary for us to proceed with the investigation. Without this documentation, we are unable to move forward in completing our review and resolving the matter. We appreciate the customers cooperation and understanding.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I have already filed a complaint with the ***, and sent them the identity theft report that the *** issued to me and they have never gotten back to me their escalation team. I have provided the report that was issued to me by the *** for your records. 

   

  Thank you,

   ****** **** 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

  Business Response

  Date: 04/18/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On February 26th, the customer reached out to dispute Order #*************, advising that this was a case of fraud and that they had never signed up for any payment plans associated with the account. The agent confirmed that the matter would be escalated to the internal team for a fraud investigation. On February 27th, the customer contacted us again to confirm the escalation, and the agent assured them that the case had indeed been referred to the internal team and that they would be contacted shortly. 
  On March 11th, the customer followed up to report that although the account included their personal details, the payment card listed was not theirs. The agent advised the customer to wait for further communication from the internal team. On March 12th, an agent reached out requesting a card statement that clearly showed the last four digits of the card used and the name on the account, which is a standard part of our investigation process. The customer responded with a screenshot of the Zip order showing the card details.  
  On March 13th, the customer called again to check on the status of the case. The agent reiterated that the matter was still under review. Another agent also followed up to clarify that what is required is a card statement, not the order screenshot, that includes the last four digits of the card and the associated name. While we understand the customer has stated that their card was not used, providing a bank statement from an active account helps us confirm their identity and move the investigation forward securely and accurately. 
  The customer followed up again on March 16th, and on March 21st, an agent contacted them requesting further documentation to support the fraud claim, including a police report, an identity theft report from the ***, and any other relevant information. Zip did not receive a copy of a police or FTC Identity Theft report.  
  The customer reached out on March 27th, the agent advised that the case remained under review.  
  On April 8th, the customer contacted us and the agent confirmed the matter was still escalated and assured them that another request for an update would be submitted to the internal team. On April 13th, we followed up to confirm that the Zip account in question has been fully disabled. 
  We sincerely apologize for the frustration and concern this situation has caused. We understand how distressing this experience must have been, and we truly appreciate the customers patience throughout the investigation. Zip confirms the account has been fully disabled.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  

• Initial Complaint

  Date:03/10/2025

  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.

  On 03/10/2025, I tried to use my Zip Pay for a purchase at ******. My card was declined multiple times because of a timeout error on Zip Pay's end. But because my card was declined multiple times, Zip Pay is blocking me from making purchases for 24 hours, as the system automatically blocks cards with multiple declined purchases. I reached out to customer service and they offered to my inconvenience, even though the inconvenience was caused by their company. The only solution was waiting 24 hours to use the funds I just added to my account. The customer service representative also hung up on me when I asked to confirm that I could not use my funds due to an error on Zip Pay's end. It is unfair to the customer that ********************** can have an issue that causes an error, causes me to not able to use the funds I just paid to use, and then blocks me because their system caused me to have too many declined orders. Now I have to wait and be inconvenienced with no resolution. I would like to be reimbursed for $58.53 I had to unnecessarily spend because Zip could not provide the service I paid to use.

  Business Response

  Date: 03/24/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  On March 10th, the customer called in after experiencing an error while attempting to make a purchase. They reported receiving multiple declines stating that the order could not be processed due to a timeout on Zips end. The agent attempted to explain that the failure was due to the bank declining the payment and that, due to multiple attempts, a temporary block had been placed on the account. The agent advised the customer to wait 24 hours for the block to be removed. However, the customer became increasingly agitated and began raising their voice at the agent, at which point the call was disconnected. 
  Zip sincerely apologizes for how the conversation was handled by the agent, and coaching has been provided to ensure better support in similar situations moving forward. 
  Zip would like to confirm at times, Zip's system may temporarily place holds on accounts due to detected activity as a security measure to protect customers. These holds typically resolve automatically within 24 hours. Zip has implemented these security measures because we take customer account security very seriously. While we understand this may cause occasional inconvenience, these safeguards are in place to protect accounts and prevent unauthorized activity. We can confirm that in this case, the temporary hold was successfully removed, and the customer was able to process transactions again. 
  Zip understands that being unable to use our service may be frustrating, and we sincerely apologize for any inconvenience this may cause. While we strive to provide a seamless experience for our customers, we want to highlight account eligibility and usage in our Terms of Service, Section 2.1.1. QUALIFICATION FOR AND ACCESS TO YOUR ACCOUNT AND THE SERVICE "Whether you are qualified and whether any use of the Service is approved is determined by Zip and/or WebBank in their sole discretion. Subject to applicable law, Zip may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with the Service in Zips sole discretion at any time for any reason without notice to you (this may include where we suspect fraudulent or suspicious activity in connection with your account)" (**********************************************************). 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:03/09/2025

  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.

  As you can see I called for a refund on January 2 and that is when I was told by team member that I had to wait to pay my last payment which was on February 6 and THEN reach out to the merchant. As you can see i did exactly what the team member told me. As you can see the date I reached out to the merchants for the refund and as you can see the answer they gave me. They asked me WHY DID I WAIT SO LATE and the true answer is because Zip *** told me to make the last payment on the phone conversation. In the conversation they NEVER said CONTACT THE MERCHANT first. They said I HAD TO FINISHING paying THEN AFTER CONTACT THE MERCHANT. I did exactly what I was told me to do. The dates from the screenshot all coincide. I have called and sent messages and I have screenshots of over a dozen a conversations with different ***s and they saying the same exact thing. I did notice that they all start by saying CONTACT THE MERCHANT. After waiting my refund I then do research on there help link for refund and it does states that but when I wanted my refund the first thing I did was CALLED ZIP and the first answer they gave me was TO PAY MY LAST PAYMENT THEN reach out to the merchant. I stating facts of what I HEARD from their team members. If you can the screenshot my last payment date and the date to the merchant requesting the refund is exactly the same and not a day late. If the merchant also do their job I never received any tickets or went to the game. But really its not the merchants fault its ZIP fault for giving me the wrong information. I paid ZIP not the merchant and ZIP is pointing the fingers at them when they are the ones at fault.

  Business Response

  Date: 03/21/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  On January 2nd the customer called to inquire about the date of the tickets they ordered. The agent informed them that Zip, as a third-party payment processor, does not have this information and advised them to contact the merchant directly. When the customer asked about the refund process, the agent explained that refunds are issued by the merchant first, and once processed, Zip would refund the amount back to the original payment method. The agent also confirmed that the merchant was paid at the time of the order on October 30, 2024.
  
  On February 6th The customer requested a call regarding their refund. The agent reiterated that all refund inquiries must go through the merchant, as Zip only handles payment processing. The customer stated they had already contacted the merchant, who denied the refund. They also mentioned they were previously advised to complete all payments before requesting a refund. The customer provided screenshots of conversations with the merchant. The agent reconfirmed that the merchant is responsible for issuing refunds and clarified that Zip is unable to process one independently.
  
  On February 11th the customer reached out again regarding their refund. They explained that due to an emergency, they could not attend the event and had followed previous instructions to complete all payments before requesting a refund. Now that they had finished payments, the merchant was refusing a refund. The customer questioned why they were receiving inconsistent guidance. The agent reiterated that if the merchant denied the refund, Zip could not override their decision but escalated the case for internal review.
  
  On February 18th the customer called again, stating they had purchased tickets on October 30th, the game was in January, and they originally inquired about a refund on January 2nd. The customer claimed they were told to finish payments before requesting a refund, which they did in February, only to be denied by the merchant. They stated that they never received the tickets and could not attend the event due to a family emergency.
  
  The agent reviewed call notes from January 2nd and confirmed that the agent had advised the customer to contact the merchant. The agent requested the customer to submit their communication with the merchant for escalation. While on the call, the agent sent an email for the customer to reply with supporting screenshots.
  The customer sent in:
  A February 6th email from the merchant stating a refund was unlikely due to the time passed since the event.
  Screenshots of a prior Zip conversation where an agent mentioned no internal ticket had been sent for review yet but would escalate it.
  A February 7th email to the *** team explaining they were unaware of the game date and attempted to stop payments in December but were advised to complete payments first. The last payment was made on February 6th, after which the merchant refused a refund.
  
  On February 20th the customer followed up, asking for a response timeframe.
  
  On March 6th the customer expressed frustration, stating they had repeatedly received the same response without a resolution. They sent screenshots of all their communications with both the merchant and Zip agents.
  
  On March 7th an agent reiterated that all refund requests must go through the merchant. The customer referenced the January 2nd call, where they claim they were told to complete payments before requesting a refund.
  
  On March 9th the customer followed up again for an update on their refund.
  
  Zip confirms that during the customer's call on January 2nd, the agent did not instruct them to pay off the order in full before contacting the merchant. Instead, the agent explained that the refund process begins with the customer reaching out to the merchant. If the merchant approves and processes the refund, Zip would then return the payments to the original payment method used for the order. 
  
  Zip has reviewed the screenshots of the conversations between the customer and the merchant and confirms that the merchant has stated a refund will not be issued. As the payment processor, Zip adheres to the merchants refund decisions. If the merchant determines that a refund is not warranted, Zip cannot override their policies or issue a refund independently. We encourage the customer to continue working directly with the merchant for any further resolution.
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.

• Initial Complaint

  Date:03/09/2025

  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.

  I placed an order with zip last year for three items. 2 items were returned in 2024 and i was refunded for those items. The third and final item on this order was returned at the end of January meaning that I should have been refunded in full for this order. I first reached out to zip to query this two weeks after returning the item and not receiving a refund. I was told by the ** agent that this was being escalated to another team and would hear back shortly. Then, nothing. I followed up multiple times over a couple of weeks and never received a response. I then reached out to zip via their chat function. The person on chat refused to assist me. She didnt appear to look at receipts, read and respond to the actual content of my messages or be concerned at all with assisting me. After being left on read on the chat I abandoned the chat and filed a complaint through zip, again reiterating my issue and lack of refund. This agent may have been the worst of all. In the final message received from the agent I was told that because the amount of this refund differs from the order amount I wont be refunded anything. Where did this money go? Per the receipt it was refunded to the same card that my two previous (received) refunds were sent. Ive also attached those for reference. All I am asking is that the two and a bit payments that I ultimately paid on this order be refunded because as multiple cx agents have been advised, the order has now been fully refunded.

  Customer Answer

  Date: 03/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I have been refunded.
  
  Sincerely,
  
  *** ******-******
  
  
  
   
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  This company does not honestly conduct business. Buyer beware! They are quick to take your money, yet will lock your entire account up for a request to change a payment date even if the original due date is 2 weeks in the future. Is that the type of company we should be doing business with? They will freeze the purchase amount available to you when you change ANY payment date. Even if the original due date is well into the future, 2 weeks away. This is not something they even make you aware of as you're adjusting the payment date. I make my payments on time and have built up a large purchase amount available to me. I purchased a plane ticket for my daughter, and on the same day I made the purchase, I adjusted the next payment due date to match her payday schedule. As a result, my entire purchase amount is frozen and now unavailable to me, but the original due date (that we changed) is not even due yet for another week and a half. Now the company tells me there is nothing they can do, despite the payment not being late, not even any other payments due. I can't even undo the date change because they dont make that function available to their customers OR employees.

  Business Response

  Date: 03/21/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  On March 7th, the customer requested to have their account hold removed, explaining that they had recently placed an order and adjusted the due dates to align with their pay schedule, but this resulted in a hold on their account. The agent informed the customer that changing due dates in the order requires the order to be paid off in full before account access can be restored. When the customer asked if the due dates could be reverted, the agent explained that once a request is submitted, it cannot be reversed. The customer then requested a supervisor, but the agent clarified that a supervisor would not be able to override the policy either.
  
  The customer inquired about canceling the order, and the agent advised that cancellations must be handled directly with the merchant. The agent offered to escalate the request to a supervisor, who would follow up via email, but the customer insisted on waiting in chat.
  
  The agent apologized and reiterated that Zips policy requires an account hold when due dates are changed until the adjusted installments are paid. Since three installments had been adjusted, the entire order must be paid before the hold could be lifted. The customer asked about their history with **********************, and the agent confirmed they had been a customer since September 2022 with no late fees on record. The customer expressed frustration, stating that their account history should allow for an exception. After being informed that the policy could not be changed, they advised that they had filed a complaint with the BBB.
  
  Zip sincerely apologizes for any confusion or frustration the customer has experienced. ********************** provides customers with the flexibility to adjust their due dates up to 7 days to better align with their financial needs.  Zip would like to confirm that before confirming a due date change in the Zip app, the app displays the statement, "You will need to pay the next installment to continue using Zip." When a payment due date is changed, the account is placed on hold until the next installment is paid, temporarily preventing new purchases. If multiple due dates are adjusted within the same order, all extended installments must be paid before the hold is lifted. Once processed, this change cannot be undone or reversed.
  
  Zip remains committed to providing flexible payment options while ensuring transparency in how due date changes impact account access. If the customer has any further questions or requires additional assistance, we encourage them to reach out to Zip's support team. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.
  

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To date I have never been contacted by a supervisor to address my concerns even after promising me that I would be contacted within 72 hours (it has now been over 1 month). The wording that they use: "You will need to pay off this next installment to continue using zip." Does not sufficiently tell the consumer that their entire Zip account will be frozen even prior to the due date of the initial installment date that they're changing. For example, being proactive on 3/2 and choosing to move moving an installment that is due on 3/16 to the later date of 3/23 (simply to match a payday). Should NOT freeze the entire account on 3/2 (an entire 14 days before the due date of the initial installment date of 3/16!). This makes no practical business sense at all and is not a fair way of doing business. I continue to stand by my warning to users of the app. BUYER BEWARE when using this app. You can be in good standing, make your payments on time and still be locked out of using the credit they claim you've accumulated. And let's not forget the inability to even make a simple adjustment to move the installment date back, not even as a one time courtesy. And let's definitely not forget the fact that there was no follow up by a supervisor at all. Apparently the only reason I'm hearing back now is that this is a public facing complaint.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

• Initial Complaint

  Date:03/07/2025

  Type:Billing 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 am writing to dispute a chargeback related to a car insurance payment I made to State Farm on January 15, 2025, using Zip's installment payment application. The original payment was for $386, split into four installments.Despite making this initial payment, including a final installment of $98 on March 5th, I received a bill from State Farm a month later indicating an outstanding balance of $710. Upon investigation with ********** and reviewing my payment history, I discovered that the initial $386 payment was charged back on February 14, 2025.********** has informed me that the payment neither credited nor processed, and they were unable to confirm where the funds were returned. A Zip representative suggested the money may have been returned to my bank instead of the card used for the Zip transaction; however, I have not received any such ********* a result of this chargeback, I am currently out $386 and face the urgent need to repay State Farm by 17th of March to prevent cancellation of my insurance policy. This situation has significantly disrupted my monthly budget.I have repeatedly contacted Zip customer support via chat and phone regarding this issue. While representatives have acknowledged the problem and stated that it has been escalated, I have yet to receive a concrete resolution or an explanation of why the chargeback occurred in the first place.I require immediate assistance in locating the $386 that was charged back. I am concerned that I am essentially being asked to pay twice for my insurance premium due to this unresolved issue.I appreciate Zip's services, but I am seriously reconsidering my continued use of the platform if this matter is not addressed promptly and effectively. Please provide an immediate update on the status of my case and a clear timeline for resolution.

  Business Response

  Date: 03/21/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On February 6th, the customer reached out stating that they had accidentally disputed the wrong charge, which resulted in their Zip account being placed under investigation. The agent informed the customer that the matter would need to be escalated to the appropriate team handling investigations and provided the ticket details for reference.  
  On February 22nd, the customer called to follow up on regaining access to their account. The agent advised that the issue would need to be escalated to the internal team for further review. 
  On February 24th, the customer followed up again regarding the dispute investigation. The agent informed them that the internal team was still reviewing the case and asked for patience while a resolution was being worked on. The customer requested to speak directly with someone, but the agent clarified that only the internal team could provide updates and would reach out once the review was completed. The customer stated they would be filing a complaint with the BBB. Later that day, an agent informed the customer that the block on their account had been removed. The customer expressed confusion about why the entire payment had been returned to ********** when only $98 had been disputed. The agent advised that Zip had not received any refund from the merchant and recommended that the customer reach out to State Farm directly. The customer then provided a screenshot from **********, indicating that the chargeback had been processed on February 14th. The agent incorrectly advised that the order was refunded on February 14th and was still within the 13-day processing window. The customer then inquired whether the full amount would be refunded back to them.  
  On February 25th, an agent reached out, confirming that the block on the account had been removed. The customer responded with concerns that, due to the incorrect dispute, the full payment to State Farm had been charged back, and as a result, they now owed two months' worth of payments. The customer also asked for clarification on whether they still had installments due and who would be receiving the refund for the already paid installments. 
  On March 3rd, the customer followed up again to check the status of the refund, as it had been more than 13 days since the chargeback. The agent informed them that the issue would need to be escalated to the internal team for further review.  
  On March 6th, the customer reached out once more regarding the refund status. The agent incorrectly informed the customer that the merchant had refunded the amount to their personal card instead of their Zip card and directed them to contact the merchant for further assistance. The customer stated that they had already spoken to **********, which confirmed that no refund had been issued to a personal card. The agent then reiterated that the reason the customer was still being charged was because State Farm charged Zip and returned the payment to a personal card instead of Zip. 
  On March 14th, the customer followed up again, requesting further clarification and an update regarding the refund status.  
  Zip sincerely apologizes for the incorrect information provided by our agents regarding the timing and processing of the refund. To clarify, when a customers bank files a dispute against **********************, it automatically triggers our payment system to initiate a dispute against the merchant linked to that installment plan, this initiates a time-consuming resolution process. Depending on the outcome, the bank may overturn the transaction and retrieve the funds from Zip's account. During this process, the funds remain tied up, meaning neither Zip, the bank, nor the cardholder has access to them until a final decision is reached. Additionally, even after a customer cancels a claim with their bank, it may take up to 30 days or more for the funds to be returned to our payment system.  
  Zip would like to confirm that as of March 17th the loan has been fully refunded back to the card ending in ***** Zip apologizes for the lack of timely communication from our team regarding the dispute process and expected resolution timeframe. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:03/06/2025

  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.

  I contacted the company on Feb 2/27/2025 where I was told to submit my DL and a photo of myself just to have my email updated. Today March 6 6/2025 I contacted the company on numerous occasions to check the status and still no change. I am unable to get into my account and see payments or billing information. I would like to have this rectified as soon as possible. I was told 2-4 business days then told ***** bhrs, and lastly told ***** bhrs.

  Business Response

  Date: 03/18/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  On February 26th, the customer called in because they were unable to log into their account after switching to a new phone. They could not receive the verification code as they no longer had access to the email address on file and needed to update it. The agent informed the customer that their request would be escalated to the internal team, who would reach out with verification steps. 
  On February 27th, the customer called again to follow up on the email update request. During the call, the agent sent the verification link for the customer to complete the process. 
  On March 3rd, the customer followed up once more to check on the status of their request. The agent confirmed that the verification link had been sent and asked the customer to allow additional time for the review and completion of the update.  
  On March 17th, the customer's email was manually updated, and an agent reached out to confirm that the process had been successfully completed. 
  Zip sincerely apologizes for the length of time it took to complete this process. We understand that this is not the experience we aim to provide, as we strive to ensure a more efficient and seamless resolution for our customers.  
  ********************** has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:03/05/2025

  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.

  I have wrote 3 times, for weeks regarding a glitch in their system. Asked for verification after my second use. I verified, it said it was completed and approved. Then let me make 3 more purchases to hit the "5 purchases to increase limit".... AS SOON as I hit that they took away my whole limit and said verification needed, then denied my verification making it unusable. I have been given the run around for over 2 weeks. They can't "tell a timeline" for it to be resolved, because their team is looking into it supposedly. I have asked for a supervisor to contact 3 times and have yet to hear from anyone. It is ridiculous. I want my account fixed in a timely manner.

  Business Response

  Date: 03/18/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  On 2/21, the customer reached out regarding repeated account verification requests, despite having already completed the verification process. The agent requested a screenshot of the message the customer was receiving. The customer provided a screenshot showing a message stating, "Verify your Zip account. A temporary hold was placed on your account because activity triggered a security threshold within our system. To continue using Zip, please complete the verification." Additionally, the customer shared another screenshot confirming that their verification data had been successfully submitted. The agent explained that the hold was triggered due to multiple transaction attempts and advised the customer to wait ***** hours before trying again. The agent then mentioned that excessive login attempts had resulted in a temporary account hold. However, the customer clarified that they had only attempted to log in once that day and had successfully completed verification the day before. The agent reiterated that the customer should wait 24 hours for the system hold to clear. The customer requested a supervisor to contact them, and the agent confirmed that the request would be escalated, with a supervisor reaching out via email.  
  On 2/24, the customer reached out again, still unable to access their account due to the verification issue. The agent advised that the case would need to be escalated to the internal team, who would reach out with further assistance.  
  On 3/5, an agent informed the customer that the system had placed a hold on their account, and the issue was under review by the internal team. The agent assured the customer that the internal team would provide an update once the review was complete. 
  On 3/9, the customer followed up, seeking to have the hold removed. They expressed frustration with the delay and stated that if they did not receive a response soon, they would file a complaint with the BBB. They also mentioned that they now had increased spending power but would consider closing their account if the issue remained unresolved.  
  On 3/11, an agent reached out to confirm that the verification had been successfully processed, and the hold was removed from the customers account. 
  ********************** sincerely apologizes for the inconvenience this situation has caused. Occasionally, the system may place temporary holds on accounts due to detected activity. These holds are implemented as a security measure to protect customer accounts and may require verification and internal review before they can be removed. We regret the extended time it took to resolve this issue, as it does not align with the level of service we strive to provide. 
  Regarding the customer's spending power, ********************** confirms that the loans contributing to the spending power streak were fully paid off as of March 9th, resulting in a $25 increase. The customer's new spending power is now $375. Spending power increases can occur every 60 days, and the customer's next spending power streak game will be available in 51 days. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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.

  I placed order ************* with Umami Sushi through zip. My food total with a tip was $49.81 with the payment being $13.50 every 2 weeks. A few days later on January 18th I get an email saying my order amount with Umami Sushi has changed by $100.00. I was like what! And that the payment was going from $13.50 to $48 something every 2 weeks. I immediately called zips customer service on January 18th and spoke with a ***. *** informed me this was an error. It would credit itself off and there was nothing I needed to do. *** also assured me I would not be charged the $48 higher payment. A few weeks go by, I check my bank and sure enough February 5th I was charged the higher payment $48 something. At this point I still have no clue what the $100 was or what happen as I was told it would correct itself. I call again, where no information was given and I was told the internal team would reach out to me. Mind you on Feb 26th it was going to charge my card again $48 bucks. I am doing the chat, asking for what happen. Still no resolution. I have been told 3x now its with an internal team and someone will reach out to me. I had to finally file a dispute with my bank to get them to stop taking out the $48 until someone can tell me what the $100 was for. Mind you I have 97 orders with zip from the last year and half. None of which have had any issues. Yes 97! There is an issue with one order due to their wrongful information being told to me and they have froze my account where I cant use ZIP. Today, their xusro me service is still 2 months later telling me someone will email me. Its a shame Ive been such a great customer and this is how they treat me. I just want my zip account u froze and them to figure out on their end what happen with $100 being added to a sushi order and why I was told on January 18th 2025 from their *** it was an error and that I didnt need to do anything! I have asked them also to pull this phone call!

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They gave my account back sometime in the middle of the night finally!!! 
  
  Sincerely,
  
  ******* ***