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:04/22/2025

  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.

  Hello, I went into Gamestop on 4/11/25, the address is ***************************************************************. Phone number: ***************. ******* was the cashier and is willing to witness to the situation if needed. I tried to buy an item for 694$ with my zip card. The transaction was declined at gamestop but my zip card was still charged. I contacted zip and asked for a refund sense I was charged for an item I never recieved. They told me to talk to gamestop about issuing the refund. I talked to gamestop in person and to their support phone number. They both told me it wouId be on zip to issue the refund. I tried going through zip and they have refused to issue me a refund. All I want is a refund nothing else. If you need anymore provided info I wouId be happy to help. I will note in one of my screenshots it says "refund pending" but that's a temporary hold until gamestop issues the refund, which gamestop told me they can't issue a refund for an item that was never paid for. So I believe this is on zips end. I appreciate the help and thank you.

  Customer Answer

  Date: 04/24/2025

  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.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/15/2025

  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 initially had an issue with 4 transactions made through Zip. I was working with a supervisor ********* ******* in November 2023 to have it resolved. He stop responding to my issue and I had just had a baby so I was overwhelmed and let it go. I recently received 4 emails regarding the refunds on April 8th 2025. I partnered with Zip about the bank accounts that were used in 2023 are no longer active. The first 2 ***s escalated the issue and advised me I would receive an email from a supervisor by April 10 th, which I never received. I called back on April 15th and was told I needed to provide the *** number to my bank ****************. I decided to call them with Zip on the phone. ***** Fargo explained that since my account was closed it would be sent back to Zip. The Zip *** then stated they needed proof of this. I explained they just sent me notice of the refund last week on April 8th 2025 and this issue was from 2023. Which is proof I never received it. They have sent another escalation, but I have low hopes it will be resolved. I'm partnering with BBB in an attempt to receive my money back.

  Business Response

  Date: 05/01/2025

  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 November 16th, 2023, the customer contacted us after noticing her secondary card was charged when the automatic payment could not be processed through her primary payment method. The agent advised that the matter would be escalated for further review.  
  On November 21st, 2023, an agent followed up with the customer, explaining that there were four orders with pending disputed charges. The customer expressed that she had additional concerns regarding the payments and requested a call from a representative to discuss them further.  
  On November 22nd, 2023, the customer called in again to address the disputes on her account. The agent informed her that the account had been blocked due to receiving six disputes. The customer requested a call back from a supervisor to further discuss her concerns.  
  On November 27th, 2023, an agent advised the customer to contact her bank to reverse the disputes and asked her to send any supporting documentation that could assist with resolving the matter. The customer reiterated her request for a call from a Zip representative.  
  On April 8th, 2025, the customer reached out regarding a refund for Order #************** which was being sent back to a card she no longer possessed. The agent incorrectly advised that if the refund was unsuccessful, Zip would then contact her to provide a new payment method. Zip sincerely apologizes for the mis-information, refunds can only be applied to the original card on file. The customer requested to speak to a supervisor; however, the agent informed her that while they could escalate the request, there was no one else immediately available to speak with her.  
  Later that same day, the customer called again regarding the refund being sent to a non-valid card. The agent advised that the matter had already been escalated and requested the customer to wait for the internal team to reach out. 
  On April 15th, 2025, the customer called to follow up on the status of the refund. The agent provided the customer with the *** (Acquirer Reference Number) information to assist with tracking the refund. The customer contacted **************** and provided the *** numbers, the customer was informed that nothing could be located using that information. 
  On April 23rd, 2025, an agent reached out to explain that refunds can only be sent back to the original card used for the payment. The customer was advised to contact her card company directly for further assistance and was offered a receipt confirming the refund.  
  On April 25th, 2025, an agent contacted the customer again to advise that, since we cannot route refunds to a different card or account, we could instead issue the refund via check. The customer was asked to confirm her mailing address so the check could be sent.  
  Zip sincerely apologizes for any confusion and frustration you've experienced throughout this process. We acknowledge there have been significant delays and miscommunications from our side, and we sincerely apologize that your initial issue was not resolved promptly. To clarify the current situation, refunds are processed directly to the original payment method, however, we understand that the bank account associated with these transactions is no longer active. We have arranged to issue your refund via check to expedite the resolution. To move forward swiftly, we encourage the customer to please reply to our recent communication confirming their current mailing address. Once we receive this confirmation, we will process the refund. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 05/02/2025

  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 also sent Zip escalation manager ********* my mailing address of **********************************
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  Subject: Ongoing Issue with Virtual Card, Platform Bug, and Poor Customer Support Dear ********************** Support,I am writing to formally file a complaint regarding an unresolved issue with adding my virtual card to Apple Wallet, which appears to be due to a bug on your end, as well as the ongoing failure of your customer service team to provide any meaningful assistance.Since April 6th, I have contacted Zip support multiple times because my virtual card continues to generate the same number and cannot be added to Apple Wallet. After speaking with several representativesone of whom even hung up on *** was repeatedly told the same ineffective steps and that I had to wait for an email response. Despite filing a formal complaint with Zip, I received no initial reply, and only on April 11th was my issue finally escalated to the proper support team.When Zip finally responded, they simply repeated the same troubleshooting steps that had already proven ineffective and failed to address the core issue. It is clear at this point that the problem stems from a technical bug on your end, yet instead of acknowledging or actively resolving it, I was told yet again that more time would be neededafter I had already given ample time and patience.This unresolved issue has caused me significant inconvenience on two separate occasions when I attempted to make in-store purchases. I have upheld my responsibility by paying all of my dues on time and remaining a loyal customer. I do not appreciate how dismissive, repetitive, and ineffective your support team has been during this time.I am requesting the following:A formal apology for the poor service and delays Immediate resolution of the virtual card bug A commitment to better, more responsive customer service moving forward perks The lack of urgency and accountability on your part is unacceptable. I expect prompt and serious attention to this matter.Sincerely,[*************************]

  Business Response

  Date: 04/30/2025

  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 April 4th, the customer reached out regarding an issue with adding a card to Apple Pay. She explained that when creating a virtual card, it was not successfully adding to her Apple Wallet and provided a screenshot showing the message, "Card not added, contact your card issuer for more information." The agent informed the customer that virtual cards cannot be added to ***** Pay, but in-store cards can, and recommended that she create an in-store card instead. The customer confirmed she attempted this but was still unable to add it. After reviewing the card details, the agent noted the card appeared to be expired and asked the customer to create a new one. However, the customer clarified that the card had just been created and should not be expired. The agent then provided detailed steps to create an in-store card. The customer followed the instructions, sent a screenshot showing the newly created in-store card, and the attempt to add it to Apple Wallet. At that point, the agent advised the matter would be escalated for further review.  
  On April 9th, the customer called in seeking assistance with creating a new virtual card. The agent walked her through troubleshooting steps, including how to create and cancel a virtual card. **** customer was still unable to add the card to Apple Pay. The agent advised that the issue would be escalated for further investigation.  
  On April 11th, the customer emailed again about the ongoing issue, noting that the same card number was being generated for all virtual cards. An agent contacted the customer and instructed her to cancel the ********************** virtual card through the customer portal. The customer reported that the problem persisted and sent another screenshot showing the "Card not added" error message.  
  On April 12th, an agent sent instructions for how to add a card to Apple Wallet after creating a purchase request. The customer followed the instructions but continued to encounter the same error. The agent informed her that the issue would be investigated further.  
  On April 15th, the customer called to follow up on the investigation. She mentioned she had contacted ***** directly and was informed there were no issues on their end. The agent assured her the issue would be escalated once again for further review.  
  On April 24th, an agent reached out to the customer to see if she was still experiencing the issue. The customer confirmed it was ongoing and provided another screenshot showing the error. The agent verified that the customer had contacted her financial institution and was informed that the problem was on Zips end. The agent apologized for the continued inconvenience and assured the customer that the matter would be investigated further.  
  On April 25th, the agent requested the customer to provide detailed information about the exact steps they were following when attempting to generate the card and add it to their Apple Wallet. Additionally, the agent sought confirmation from the customer to verify whether they were experiencing any difficulties adding non-Zip cards to their Apple Wallet, in order to better isolate and understand the source of the problem. 
  Zip sincerely apologizes for the frustration you've experienced regarding this situation. We'd like to confirm that the troubleshooting steps provided by our previous agents are essential initial measures we follow to address common issues before escalating for further review. Based on our investigation, our system indicates that the error the customer is experiencing likely originates from their phone provider. While we're unable to pinpoint the exact cause within the current app version, we strongly recommend updating to the latest version, which will be available next week. Once updated, please attempt the process again. If the issue persists, we'll have more detailed insights to assist further in resolving it promptly. We genuinely appreciate your patience and cooperation as we work to resolve this matter. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/14/2025

  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.

  Zip has taken money out of my account several times, and I have never used zip. I had never even heard of Zip until I noticed the money coming out of my account. I tried reaching out to the company and they refuse to give me my money stating I gave someone permission to use my account. I have never given anyone permission to set up an account with ********************** using my bank information. Listed below is the dates and amounts that were taken out. 10/23- $23 11/6-$23 11/8-$14.69 11/20-$23 11/21-$14.70 11/25- $16.12 12/5-$14.70 12/9-$12.36 12/12-$51

  Business Response

  Date: 04/30/2025

  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 20th, an individual contacted Zip regarding transactions being processed through their bank account that they did not recognize. They stated they have never used Zip and do not have a Zip account. An agent requested screenshots of the charges, which the individual provided via email. The matter was then escalated for further review.  
  
  On February 25th, the individual followed up seeking an update.  
  
  On March 9th, an agent requested a card statement displaying the last four digits of the payment card, the name on the account, the amount, date, item line description, and the billing address registered, to assist with the investigation.  
  
  On March 12th, the individual advised they no longer had access to the card and were unable to provide the card number, but would send through bank statements showing the disputed transactions.  
  
  On March 25th, an agent reiterated the request for a complete PDF of the card statement containing the necessary details to proceed with the investigation.  
  
  On April 8th, the individual called for an update and was again asked to send a copy of the transactions from their card statement. They responded by sending screenshots of all the relevant charges from their bank account. 
  
  On April 13th, an agent informed the individual that the claim had been reviewed. Based on the evidence collected, it was determined that the transactions were likely made by a member of the household or someone known to them. As a result, the investigation was closed. The individual disputed this outcome, stating that no one else has access to their account.  
  
  Zip would like to sincerely apologize for the frustration and concern this experience has caused. We would also like to confirm that the individual who reached out does not have an active account with **********************. As part of our investigation, we thoroughly reviewed all information and documentation provided. The charges in question have been linked to a Zip account that, based on the evidence available, appears to have been created and used by someone likely known to the individualsuch as a member of the household or an acquaintance. While we understand this may not be the outcome they were hoping for, we assure you that our assessment was made with great care and in line with our commitment to consumer protection and privacy. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 04/30/2025

  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 do and have never had an account with **********************, so how can I be charged for something someone else done. Im requesting my money be put back into my account. 

   

   

   

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

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

• Initial Complaint

  Date:04/11/2025

  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 am filing a complaint against Zip, formerly known as QuadPay, due to their refusal to refund me after I accidentally overpaid an installment.The issue began when I attempted to pay an overdue installment through the app. Instead of allowing me to pay the single overdue installment, the app charged me for the full remaining balance. As soon as I noticed this, I immediately contacted Zip to request a refund for the overpayment.I reached out to them about this situation on April 9, 2025, and provided clear proof that I had overpaid. Despite this, Zip informed me that they were unable to issue a refund. I then asked them to direct me to the specific policy in their terms and conditions that states refunds cannot be issued in such situations. They refused to do so. I took it upon myself to read through the entire terms and conditions, and I found no mention of a policy that prohibits refunds for overpayments on installments.When I pointed this out and accused the company of misrepresenting their policies, each representative I spoke to stopped responding. I find this behavior to be extremely unprofessional and indicative of deceptive business practices.I am requesting a refund for the amount I overpaid and would like this matter investigated further. Consumers deserve transparency, and companies like Zip should be held accountable for dishonest practices.

  Business Response

  Date: 04/22/2025

  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 April 10th, the customer contacted us regarding a return for Order #************** Our agent informed the customer that the second installment was due on April 9th, which is also the date our system reflects the return was reported. The agent offered to push the third installment out by 14 days, which the customer accepted. During the conversation, the customer mentioned that they had attempted to request a payment date change on April 8th, ahead of the April 9th due date. The agent explained that our system shows the return was reported on April 9th and there was no payment date change processed. 
  
  The agent invited the customer to provide a screenshot to support their claim of reporting the return on April 8th. The customer stated they submitted the return around 7 PM on April 8th but did not have a screenshot to verify that. They also questioned why our system would reflect the return as being reported on April 9th if it was submitted the night before. The agent reiterated that our system records show the return was officially registered on April 9th and, as such, a payment date change could not have been applied when the installment was due on the same day.  When the customer requested to speak with a different agent, they were informed that chat transfers are not possible, but they were welcome to start a new chat session. Following this, the customer sent multiple offensive messages. 
  
  Zip would like to confirm that our system received the customer's return notification on April 9th, which was also the due date for Installment 2. A manual payment covering Installments 2, 3, and 4 was received on April 10th. At this time, Zip has not received a refund from the merchant. As the payment processor, Zip depends on the merchant to initiate and process any applicable refunds, which are then applied to the order and returned to the customer accordingly. If the customer has any documentation or evidence showing that a refund was expected or promised by the merchant, we encourage them to reach out to us directly so we can review the details further. 
  
  Zip would like to confirm that customers are welcome to prepay their balance at any time without incurring any penalties. Making payments on installments that are not yet due is not considered an overpayment, but rather an early payment. As such, we do not issue refunds for early installment payments unless an error has occurred. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/10/2025

  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.

  This company has taken money from me that I have given in order to utilize their services, and in turn has denied me the ability to use said services. Anytime I've asked for higher involvement from people who have more power over the situation, the employees then in turn decided to give me a run around and refused to escalate the situation anytime I asked for it, only stating as such that they will when I pressed them on it enough. I requested evidence of this because it was obvious they had been trying to get me out of their chats, and they refused to provide any information which leads me to believe that they don't intend on fixing the issue.

  Business Response

  Date: 04/22/2025

  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 April 10th, the customer contacted ********************** to inquire about a hold on their account. The agent asked whether the customer had waited 24 hours before attempting another purchase, to which the customer responded that they had not. The agent then explained that the system requires 2448 hours to reset and remove any temporary holds, but the customer indicated it had already been two days. The agent noted that recent activity on the account may have triggered the decline and reiterated that the hold is system-generated and not something that can be manually lifted.  
  The customer mentioned they had made several purchases recently and requested to speak with someone who could assist further. The agent restated that the system manages the hold and that no individual has the ability to override it. The customer then asked for a refund of their last payment if the hold could not be removed. The agent clarified that refunds must be processed by the merchant and not by Zip directly. 
  The customer expressed frustration about purchase limits and used an expletive, prompting the agent to request that the conversation remain professional. The customer continued to ask for someone to remove the hold, and the agent again explained that this process is automated and should resolve within 2448 hours, unless further purchase attempts continue to trigger the block.  
  The customer mentioned they would file a complaint with the BBB and asked to escalate the issue. The agent confirmed the escalation and provided a ticket number, noting that a supervisor would follow up via email. When the customer requested additional proof of the escalation, including a screenshot, the agent advised that they were unable to provide one and reaffirmed that the ticket number would be used for the supervisors response.  
  Zip sincerely apologizes for any frustration this situation may have caused. As a security measure, our system may occasionally place a temporary hold on an account when certain activity triggers it. These holds are designed to help protect our customers and are part of our commitment to maintaining account security. The hold will automatically lift within 2448 hours, provided there is no further activity on the account during that time. Zip would like to confirm that the temporary hold on the account has been lifted and the customer has since been able to successfully transact new loans. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/06/2025

  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.

  This all started with ONE dispute from I believe a company named giftly that was for a $600 gift card. They marked the charge unauthorized for whatever reason through their company and cancelled the gift card but I never received the money back or back to my zip balance so I went from there. From then on, ZIP has disputed almost every payment to my ************** for rent saying it was unauthorized and I submitted with my bank. I contacted my bank who said there was only ONE claim. Since March ZIP has cancelled 6 payments of my rent dating back to October and one Schewels furniture payment that I know of so far. First when I called they say it would take 14 days, then 30, then 60 and the last time I called said there was no supervisor to speak to with and I would receive an email. Never received. Said my account was locked, it was then unlocked. Most of these cards have been paid off, screenshots of the cancelled payments have been sent. These were authorized charges but Zip did not hold up their end letting the payments go through. So either let the payments go through or I shouldve received a refund. However not only on top of filling and paying these virtual cards with no refund I have had to pay back the rent that was not covered due to these cards being cancelled. I will NEVER use them again and be happy to share this unfortunate experience.

  Business Response

  Date: 04/21/2025

  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 7th, the customer reached out regarding a canceled order and provided a screenshot of the cancellation. An agent advised that the order had been placed on February 5th and was still within the 13-day processing window. Order #************* *********** ANY PLACE was fully refunded on February 7th, Installments 2-4 received full balance reductions and $161.50 was refunded for installment one back to the card ending ***** 
  On March 12th, the customer contacted us about a refund. The agent explained that the customer would need to wait until the disputes had been resolved. A temporary block was placed on the account during this review period, and the matter was forwarded to our internal team.  
  On March 15th, an agent confirmed that the block had been removed. The customer then inquired about refunds for the following orders: ************** ************** ************** ************** **************  
  On March 19th, the customer followed up asking when refunds for these payments would be processed. 
  On April 9th, an agent advised that the matter had been transferred to the internal team for further review. On April 10th, the customer was informed that refunds for orders ************** *************, and ************* had been issued to the original card on file. The customer stated that they received email confirmations for three of the six refunds and asked when the remaining refunds would be processed. 
  On April 12th, an agent confirmed that a refund had been issued for Order #************** The customer again inquired about the other outstanding refunds.  
  On April 14th, the customer reached out requesting a follow-up. On April 16th, an agent advised that some of the disputed Zip charges with the customers bank had been finalized and ruled in the customers favor, meaning the bank should have returned those funds. The customer clarified that these were not bank-initiated disputes but rather rejected payments that were marked as paid on Zips end. The agent explained that the disputes related to Orders ************** ************** ************** and ************* had been initiated by the bank and recommended the customer reach out to the bank for further clarification. The customer responded that only one dispute had been opened with the bank, which was not ruled in the customers favor, and that a previous ********************** agent had stated Zip was the one disputing every charge. An agent escalated the matter for further review.  
  To clarify, Zip received a dispute on February 22nd citing Product Not Received. This dispute involved 10 bundled payments. Additionally, on March 5th, Zip received a second dispute also for Product Not Received, which included 10 bundled payments. 
  Zip sincerely apologizes for the frustration and confusion surrounding this situation. 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 confirms that the following disputes have been fully resolved, and refunds have been issued back to the customers original payment method: 
  ************* * **** *****************  ******* ******** *******  ******* ******* ******  ************** ***** ****** **************   ******* ******** *******  ******* ******* *******  ************* * ****** ******** ***********   ******* ******** *******  ******* ******* *******  ************* * ** ********* *************   ******* ******** *******  ******* ******* *******  ************* * ******* ********* **************  ******* ******** *******  ******* ******* *******  ************* * ******************   ******* ******** *******  ******* ******* ******  ************* * ****** ******** ***********   ******* ******** *******  ******* ******* ******  ************* * **** *****************  ******* ******** *******  ******* ******* ******  ************* * **** ****************  ******* ******** *******  ******* ******* ******  ************* * ** ********* ****************   ******* ******** *******  ******* ******* *******  ************* * ****** ***** ****** ********   ******* ******** *******  ******* ******* *******   *** ***** **** ** ******* **** *** ********* ******** **** **** ******** *** **** *** ***** ** **** ****** ** * ******* *** ***** **** **** ******** ** *** ********* *** ** ****  ************* * *** **** **************  ******* ******** *******  ******* ******* *******  ************* * *****************  ******* ******** *******  ******* ******* ******  *** ********* ******** ****** *** ***** ***** ******* *** *** **** **** *** * ***** ******* ****** ********** **** *** ********   ************* * *****************  ******* ******** *******  ************* * **** *****************  ******* ******** *******  ************* * **** ****************  ******* ******** *******  ************* * ****** ******** ***********  ******* ******** *******  ************* * *****************  ******* ******** *******  ************* * **** *****************  ******* ******** *******  ************* * **** **************** 
  Dispute created: 3/13/25 
  Zip would also like to confirm that the customer's account is unblocked, and they can continue to attempt to transact again. Zip sincerely apologizes for the length of this process and understands how frustrating this has been. Please know that Zip is working diligently to ensure that all disputes are resolved as quickly and accurately as possible.   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  

• Initial Complaint

  Date:04/01/2025

  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 an order through Zip for my groceries from ****** on 3/2/25. This order was the only order I ever placed in the month of March. On 3/5/25 I received an email from Zip with the subject line "Disclosures for your Updated Order" I also received an email from Zip the same day saying Thank you for using Zip, here's your payment schedule for "QuadPay *************** App." Then I received a third email stating my total had changed from $161.44 to $218.32. Again, I never placed any order for QuadPay or anything else other than the Kroger order and that was showing correctly. Upon receiving this email, I began chatting with the customer service team at ********************** and it was determined that this was a duplicate order and that I should be refunded within 13 days. No refund occurred. On the 13th day I was told to contact them again the next day if the duplicate order still hadn't "dropped off." I contacted them the next day and was told the issue was being sent to the internal team that "usually resolves issues within 72 hours max, but they have a backlog." In the meantime it is now April 1st and I still do not have a refund or resolution to the issue and they have continued to deduct the installments from my bank account. So far, the only solution they have offered is to extend the due date for the next installment (the THIRD payment that I will have paid, that is due tomorrow) by 7 days. If the installment tomorrow is deducted from my bank I will have paid $163.55 for an erroneous charge that I had absolutely nothing to do with and they have taken 4+ weeks to work on resolving while they continue to take my money. 77+ messages have been exchanged with the company in an effort to get this resolved.

  Business Response

  Date: 04/16/2025

  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 5th, the customer reached out and provided screenshots of the emails they received regarding the order adjustment. An agent explained that the initial installment was originally lower $44.03, which resulted in the remaining installments being adjusted to $59.76, $59.76, and $59.77. The agent confirmed the breakdown of the order installments as follows: $44.03 + $59.76 + $59.76 + $59.77, totaling $223.32.  
  On March 18th, the customer contacted us again to report that the order had been duplicated. The customer stated Order #************* as the duplicate of Order #************** The agent advised that the order was created on March 5th and that a refund should be processed within 13 days. The customer was also advised to follow up the next day if the refund had not yet been received. 
  On March 19th, the customer reached out once more, advising that the duplicate order was still showing on their account. The agent confirmed that this matter would need to be escalated to our internal team for further review and resolution. While an estimated time of resolution could not be provided at that moment, the agent assured the customer that the internal team would follow up directly.  
  On April 1st, the customer followed up again, expressing concern as another payment was approaching. The agent reiterated that the case was still under review by the internal team and, acknowledging the delay, offered to escalate the issue again. The agent extended the due date of the upcoming installments by seven days to allow additional time for resolution. The customer was advised that any further updates would come directly from the internal team. 
  Zip sincerely apologizes for the delay in follow-up and the lack of communication during this process. We completely understand how frustrating this experience has been and acknowledge that it falls short of the service standards we strive to uphold. We can confirm that the order was mistakenly duplicated in our system. Weve since processed a full refund, which included a complete reduction of the fourth installment and refunds for installments one through three. As a result, you can expect $163.55 to be returned to the card ending in *****  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

  Customer Answer

  Date: 04/16/2025

  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. However, it should be noted that the statement of the third installment being extended by 7 days was incorrect. It was offered but not actually extended.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:03/31/2025

  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 March 29th multiple charges totalling ****** were charged to a joint bank account by ********************** company in ************. I have not purchased anything using zip since last year . My debit card was canceled and removed from zip last year. No company or business is allowed legally to levy a bank account. We believe this to possibly be a scammer or scam related to this company a data breach. I am reporting to the ************************ next..

  Business Response

  Date: 04/14/2025

  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. 
  After reviewing the customer's account, we were unable to identify any recent payments that have been successfully processed. Our records indicate that the last contact we received from the customer was in September 2024 regarding an order that had not yet shipped. At that time, the merchant later confirmed the order was on its way. Since then, we have not received any additional communication.  
  To assist with a full investigation into the charges on March 29th totaling $196.00, we kindly ask that the customer to reach out to ********************** directly and provide screenshots showing the dates and amounts of the transactions in question. This information will help us determine the source of the charges and take appropriate action. Please be assured that we are committed to resolving this matter and ensuring the security of your account. 
  Additionally, Zip would like to confirm the status of the customer's account, two orders have been assigned to collections due to non-payment.   
  Order #************* for Chewy was assigned to Indebted on March 31, 2025 for a total balance of $164.34, with the following installments past due: 
  Installment #2: $54.78 due September 19th, 2024 
  Installment #3: $54.78 due October 3rd, 2024 
  Installment #4: $54.78 due October 17th, 2024 
  Order #************* for Wine Chateau was also assigned to Indebted on March 31, 2025 for a total balance of $180.50, with the following installments past due: 
  Installment #2: $60.16 due September 27th, 2024 
  Installment #3: $60.17 due October 11th, 2024 
  Installment #4: $60.17 due October 25th, 2024 
  If the customer would like to address the accounts that have been assigned to collections, they have the option to make a payment directly through the Zip app or Customer Portal. Alternatively, they may choose to work with the collections agency to settle the outstanding balance.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:03/31/2025

  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.

  My bank account was charged multiple times ***** and ***** and ***** totalling ****** I did not authorize these charges.i have not uses zip services since last year. My debit card they had in file was canceled. So this means the company or someone else has fraudulently accessed my account. You can't levy a bank account without a legal judgment.

  Business Response

  Date: 04/14/2025

  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.  
  Zip would like to confirm that there has been no further communication from the customer since January 2025, when the customer initially reached out regarding a charge they expected to be refunded. That refund was successfully processed the following day. 
  Zip would like to clarify the recent account activity, ********************** can confirm that the payments processed on March 28th were for the following orders and installments, all of which had experienced multiple failed attempts before successfully processing on the card ending in 9211: 
  $19.01 for Order #************* (***********), installment #3 due February 22nd 
  $19.01 for Order #************* (***********), installment #4 due March 8th 
  $39.62 for Order #************* (AMAZON MKTPLACE PMTS), installment #2 due February 8th 
  $39.63 for Order #******-******* installment #3 due February 22nd 
  $39.63 for Order #******-******* installment #4 due March 8th 
  $39.63 for Order #******-******* installment #5 due March 22nd 
  Regarding the remaining installments for Order #******-287261: 
  Installment #6 for $39.63, due April 5th, has been attempting to process but has encountered multiple payment failures 
  Installment #7 for $32.63 is due April 19th 
  Installment #8 for $23.72 is due May 3rd 
  Zip would like to draw attention to Section 2.1.5  HOW TO MAKE A PAYMENT/PAYMENT AUTHORIZATION FOR AMOUNTS DUE UNDER EACH LOAN YOU REQUEST where it states "If your primary Payment Method fails or cannot be charged for a payment for any reason, you authorize Zip to charge your other Payment Methods in the following order. Zip will attempt to Charge your primary Payment Method on the dates shown in each Disclosure and/or in any Payment Schedule. If your primary Payment Method fails, Zip will attempt to charge your other Payment Method(s) in order based on the last time the Payment Method was used to pay Zip, starting with your most recently used payment method. Zip may attempt charges multiple times for each Payment Method."   
  We hope this clears up any confusion. If the customer still has concerns about unauthorized charges, we encourage the customer to reach out to ********************** directly and send us screenshots or any supporting documentation so we can investigate. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.