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:05/07/2025

  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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I DO NOT HAVE ACCESS THE APP IS NOT SHOWING ON MY PHONE OR ATTACHED TO MY PHONE AT ALL.
  
  
  Regards,
  Complaint ID: 23299781
   
  
  
  
   ll refund of all unauthorized charges made to my account.
  
  This ongoing situation has been frustrating and financially harmful. I have tried in good faith to resolve this matter directly with Zeely, but the company has failed to take appropriate action. I am therefore requesting the assistance of the BBB in mediating this dispute and helping recover the funds wrongfully withdrawn.
  
  Attachments:
  • Screenshots of monthly charges from my bank account
  • Email correspondence with Zeely, Inc.
  • Zeely’s lack of action despite acknowledgment
  
  Please let me know if any additional information is needed. I appreciate your assistance in holding Zeely accountable and ensuring this does not continue.
  
  Sincerely,

  Business Response

  Date: 05/09/2025

  Hello BBB Team and *****,
  
  Thank you for the opportunity to respond to this complaint. We’re truly sorry to hear about the frustration and inconvenience the user experienced, and we appreciate the persistence in seeking a resolution. We have thoroughly reviewed our communication history and account records, and would like to provide a clear and respectful explanation.
  
  According to our records, the subscription to Zeely was created on February 9, 2024. Zeely operates on a subscription-based model, where charges are applied automatically at the start of each billing cycle. These recurring charges are authorized at the time of initial subscription, in accordance with our Terms of Use, which are presented during sign-up.
  
  The first contact we received from ***** was on October 6, 2024, inquiring about a charge. At that time, a refund was not requested. Our support team explained the source of the charge and provided clear instructions on how to cancel the subscription, should the user wish to do so. ***** also noted difficulty accessing the app, and we offered assistance with this as well. However, unfortunately, after a follow-up from our side, we did not receive a reply.
  
  We did not hear further until May 7, 2025, when ***** reached out again, this time requesting a refund. We promptly responded, expressing our willingness to help and asking for any additional context needed to better understand the situation. We also stated that we were prepared to issue a refund. However, once again, we did not receive a reply.
  
  Given that:
  -The subscription remained active throughout this time,
  
  -The user had full access to the app and its features,
  
  -No refund or cancellation request was submitted until May 2025,
  
  We are still more than willing to resolve this. We are ready to provide a full refund for the most recent charge in the amount of $49.95, after which the user contacted us with a refund request.
  
  Please confirm if this resolution is satisfactory, and we will proceed with the refund immediately. We hope this helps bring closure to the issue, and we sincerely regret the negative experience.
  
  Kind regards,
  The Zeely Team
  

  Business Response

  Date: 06/16/2025

  Hello BBB Team and *****,
  
  Thank you for the opportunity to provide further clarification regarding the complaint submitted by ***** ******* (Complaint ID 23299781).
  
  We fully acknowledge the customer’s concerns and appreciate the chance to resolve this matter transparently and respectfully.
  
  Following a thorough internal investigation, we would like to provide the following update:
  
  Disputed Transactions
  
  According to records received from our payment provider, four transactions initiated by ***** ******* have already been disputed through her financial institution. These disputes are currently undergoing review, and the corresponding funds are temporarily frozen pending the outcome of the investigation. As such, we are legally and technically unable to process refunds for these transactions independently at this time.
  
  The transactions currently under dispute are as follows:
  
  May 4, 2025 – $49.95
  April 4, 2025 – $49.95
  March 5, 2025 – $49.95
  March 5, 2025 – $49.95
  
  We have previously informed the customer via email that once a payment is under formal dispute, refund issuance on our side becomes restricted until a resolution is provided by the payment processor, which led to a delay in resolving this case.
  
  Refundable Transactions
  
  To fully resolve the issue and demonstrate our goodwill, we are prepared to issue refunds for eight additional transactions, each for $49.95, which are not currently under dispute. The total refundable amount we can issue immediately is $399.60.
  
  The refundable charges are as follows:
  January 4, 2025 – $49.95
  December 5, 2024 – $49.95
  November 5, 2024 – $49.95
  October 6, 2024 – $49.95
  September 6, 2024 – $49.95
  August 7, 2024 – $49.95
  July 8, 2024 – $49.95
  June 8, 2024 – $49.95
  
  Next Steps
  
  We are ready to issue the above refund of $399.60 as soon as the customer confirms acceptance of this resolution. Once confirmed, the refund will be processed promptly, and funds should be credited to the customer’s original payment method within 5–10 business days, depending on her financial institution.
  
  We hope this comprehensive offer addresses all concerns and closes this matter satisfactorily. Should any additional documentation or clarification be required, we remain at your disposal.
  
  Sincerely,
  The Zeely Team