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:08/26/2025

  Type:Order 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 paid late one day but you guys charged me the late fee. Please refund this one. I have a few extra orders that I was late and need to be waived thank you.Order numbers are ************* ************* ************* Total comes out to be 4 late fees that you guys arent trying to waive. I even made the complaints through support but no one responded.

  Business Response

  Date: 09/15/2025

  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 August 26th, the customer emailed in regarding four late fees that had been assessed and requested that Zip waive the total amount of $28. Later that same day, the customer reached out via chat with the same request. The agent waived the four late fees totaling $28 and explained that, because the customer still had active orders with upcoming payments, the reversal would be applied toward reducing the balance of future installments. 
  We apologize for the frustration this situation has caused. To clarify, the following orders incurred late fees due to unsuccessful payment attempts on their original due dates: 
  
  ************* **** TARGETORLAND 
  2nd installment was due on July 29th but did not successfully process until July 31st. 
  ************* FRONTIER WEB 
  3rd and 4th installments were due on July 29th but did not successfully process until July 31st. 
  ************* ********************** 
  3rd installment was due on August 25th but did not successfully process until August 27th. 
    
  As a courtesy, Zip has reversed the late fees associated with these installments. 
  Zip would like to reference our terms of service, 2.1.5. HOW TO MAKE A PAYMENT/PAYMENT AUTHORIZATION FOR AMOUNTS DUE UNDER EACH LOAN YOU REQUEST. "You are responsible for ensuring that you have sufficient funds via your Payment Method(s) to make Automatic Payments on the dates specified in each Disclosure and/or a Payment Schedule. If we are unable to charge or debit your Payment Method(s), and you did not make a one-time payment to cover the amount owed, this will be considered a late payment. We may attempt to collect the late payment on your next scheduled payment date along with the payment that is due on that date. If these attempts are unsuccessful, Zip reserves the right and you authorize us to collect these payments by debiting your primary Payment Method at a later time or date or debiting any other Payment Method you have given us permission to use." (**********************************************************) 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  
  

  
  

• Initial Complaint

  Date:08/25/2025

  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.

  I had requested a virtual card in the amount of $587. The merchant, *******, was having issues with their system. I left the store without fulfilling the purchase. I made several calls and I was told it would be escalated. I did receive an email with directions on how to cancel my virtual card. I had already tried that and sent back a response. I have over the past 8 days reached out via chat, email and ******** to get the hold on the virtual card released so that I may have my spending power back. I have used this app for years and I have never had a problem before. All Im asking is for the virtual card to be canceled. I am having difficulty having someone follow through with my email and ******** responses.

  Business Response

  Date: 09/10/2025

  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 August 16th, the customer called twice stating she was unable to cancel her virtual card being used at *******. The ticket was escalated, and a specialist provided a self-service link to cancel the card through the Zip online portal. 
  On August 18th, the customer called again explaining she was still unable to cancel the ******* card purchase request. The agent informed her that her prior call had already been escalated and that instructions had been sent via email. She was advised to wait for further follow-up. Later that same day, the customer replied to the specialists email with a screenshot showing an error message when attempting to cancel the card. The screenshot displayed a virtual in-store card ending in **** with the error message, Unable to delete card. Please try again. 
  On August 19th, the customer followed up again, sharing that she attempted to cancel the card on her desktop but was unsuccessful. On August 20th, she both emailed and called in reporting the same issue, and the agent escalated the matter to the internal team for review. 
  On August 22nd, the customer reached out via social media seeking help with canceling the card. On August 23rd, she was informed that an in-store virtual card cannot be canceled if it is tied to an open order. On August 26th, the customer was advised that the reason for the error message was because the card had already been used, meaning it could no longer be canceled or used again. The customer disagreed, stating that no purchase had occurred and that the card was preventing her from accessing her spending power. 
  On August 27th, the customer was informed that no hold was showing on her account and was asked to provide additional details. On August 29th, the matter was once again escalated to the internal team for further investigation. 
  On September 8th, the customer was contacted and informed that their card had been successfully canceled. 
   Zip sincerely apologizes for the frustration the customer experienced during this situation. We acknowledge that the delays in response did not reflect the standard of service we strive to provide. Our review confirmed that a backend technical issue prevented the customer from canceling her card. We can confirm that the card has since been canceled and the customer is now able to transact successfully. 
   We also want to reiterate that a customer's ************************ is a point-in-time estimate of how much they may be able to spend, is not guaranteed, and is impacted by a number of factors. Zip or WebBank may decrease your estimated spending power within its reasonable discretion, including where you have previously had an unpaid balance or have an amount past due. Spending power is not an open line of credit. Each transaction is separately reviewed for approval. For additional details, please see the terms and conditions. The customer can find more information regarding spending power increases on our website here: *****************************************************************************************************************************************;
   Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  
  

• Initial Complaint

  Date:08/22/2025

  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.

  Access to the Zip App has been a challenge as the app couldnt verify my Identity although I've been using it previously and it's verified me then. I have then been reaching out to Customer Support over the past month to no response/email updates/ or solutions to my issue. The Support doesn't provide any information as to why this happened and I have also asked to re-verify if that would help to no avail. I have spoken with 3 different people and no one has provided any information of whats going on.

  Business Response

  Date: 09/05/2025

  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 August 1st, the customer reached out via chat as they were unable to access the Zip app due to their account not being verified. The agent advised that this matter would need to be escalated to our internal team for further review.  
  On August 5th, 14th, 16th, 22nd, 29th, and September 2nd, the customer contacted us via chat requesting updates regarding the status of their account verification. Each time, the agent informed them that the issue was still under review by our internal team.  
  On September 3rd, an agent reached out to the customer to confirm that their account had been successfully unblocked.  
  Zip sincerely apologizes for the frustration the customer has experienced throughout this situation. We acknowledge that the delay in response does not reflect the level of service we aim to provide. We can confirm that the block has now been lifted from the account, and the customer may resume transacting as normal. The restriction was the result of a security trigger within our system that required further internal review. We truly appreciate the customers patience and understanding while we worked to resolve the 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:08/21/2025

  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.

  Zip has taken my money ************* ************* ************* ************** I paid these in full the money was taken out of my account two times. I reached out multiple times with no response this is ridiculous. You guys took over ******* of my money. It charged it two times. I want my money back. I want my account settled.

  Business Response

  Date: 09/11/2025

  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 August 15th, the customer reached out stating they had been double charged nearly $1,200. The agent provided details of a refund for Order #************** Zip sincerely apologizes as this response was not relevant to the charges the customer was inquiring about and did not address the customers concerns.   
  The customer followed up again on August 21st, providing screenshots of separate charges of $124.25 on August 19th, $117 on August 25th, and $64 on August 13th. The agent explained the refund for the Order #*************, which again was not relevant to the customers inquiry and ********************** apologizes for the agent not addressing the concern.  The agents involved have received coaching to ensure they properly address all customer concerns going forward.   
  On September 3rd, the customer followed up once more, expressing that money has been pulled multiple times and requested that this be refunded.  
  Zip sincerely apologizes for the confusion and frustration the customer has experienced. We can confirm that payments were processed on August 13th, August 19th, August 25th, and August 29th for the following orders:  
  Order #************* 
  Installment #2 for $124.25 was due on August 16th, initially failed, and was manually paid by the customer on August 19th 
  Installment #3 for $117.25, due on August 30th, was manually paid on August 29th. 
  
  Order #************* 
  Installment #2 for $11.25, due on August 29th, was manually paid on August 25th as part of a bundled payment of $117  
  Installment #3 for $11.25, due on September 12th, was also paid on August 25th as part of that bundled payment of $117 
  Installment #4 for $11.25, due on September 26th, was paid on August 25th as part of a bundled payment of $61.  
  Order #************* 
  Installment #2 for $15.25, due on August 28th, was manually paid on August 25th as part of a bundled payment of $117 
  Installment #3 for $15.25, due on September 11th, was paid on August 25th as part of the $117 bundled payment 
  Installment #4 for $15.25, due on September 25th, was included in the bundled payment of $61 on August 25th.  
  Order #*************  
  Installment #2 for $64 was due on August 14th and manually paid on August 13th.  
  Installment #3 for $64, due on August 28th, was manually paid on August 25th as part of the bundled $117 payment.  
  For Order #*************, Installment #2 for $34.50, due on August 29th, was manually paid on August 25th as part of the bundled payment of $61.  
  For Order #*************, the first installment payment of $169.83 was processed on August 25th.  
  The customer submitted multiple manual payments across several orders. Due to multiple installments for the orders being paid on the same day, it resulted in those charges being grouped together as bundled payments on the customers bank account. We sincerely apologize for any confusion regarding these payments. Zip would like to confirm we did not automatically charge this amount; it was manually initiated by the customer. As this was not a ********************** error, no refund has been processed. However, we are happy to move an upcoming installment on another open order once the customer reaches back out with the requested details.    
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/14 I attempted to use their services for a purchase. The proceeded to take $200 from me, and claimed they were redirecting my back to the site I made the purchase on. They did not redirect me, causing the payment to fail but they still kept the $200 they stole from me.

  Business Response

  Date: 09/04/2025

  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 August 14th the customer reached out regarding an order that did not complete, but they had a pending charge of $200.54 showing in their bank account. The agent confirmed this is a pending authorization rather than a completed charge. If the order did not finalize with the merchant, the pending amount will automatically fall off the customers account. While this typically happens within a few days, it can sometimes take up to 10 days depending on the banks processing time.  
  Zip sincerely apologizes for the frustration this situation has caused. To clarify, the pending charge of $200.54 was an authorization submitted on August 14th. This was not a completed transaction, and the pending authorization was automatically canceled on August 21st. We confirm that no order was successfully processed through Zip for this attempt.  
  Zip sincerely apologizes for the frustration and confusion this situation has caused. When an order is attempted, a temporary authorization is placed by the merchant to confirm the availability of funds. If the order does not successfully complete, that authorization remains pending until it is automatically released. In this case, the pending charge of $200.54 was submitted on August 14th and was automatically canceled on August 21st. We confirm no order was successfully processed through Zip for this attempt.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:08/14/2025

  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.

  I used zip to make a payment for ****** to pay off phone. When the request was processed it created a card for $1199 instead and charged my bank account $542. I contacted zip and they said it would take 13 days to get refund amount and had to wait and I was told that it cannot auto generate card that I had to enter the amount which is a LIE because on the checkout screen the application generates an amount according to the cart amount at check out. No resolution was given on chat other than to bad so sad.

  Business Response

  Date: 08/29/2025

  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 August 14th, the customer reached out regarding Order #*************, stating they were charged more than they spent. The agent confirmed that a virtual card ending in **** had been created for $1,199.99, which was the full amount authorized at checkout. Of that total, only $207.98 was actually spent. As explained, the difference will adjust within 13 days, as this is part of the authorization process. The customer expressed that they did not enter this amount and believed the system created it automatically; however, the agent clarified that the system does not have the capability to generate random card amounts. The customer requested a supervisor, and the ticket was escalated.   
  On August 15th, a supervisor followed up by email, confirming again that the adjustment will occur within 13 days. The customer responded, stating that this did not address all of their questions.  
  Zip apologizes for any frustration and confusion this situation has caused. We confirm that Order #************* was created using the virtual card ending in ****, which was generated for $1,199.99. To clarify, when the total purchase amount is less than the generated virtual card amount, an adjustment is automatically made within 13 days. In this case, the loan has now been fully adjusted. Installments 2 through 4 have been reduced to reflect the correct balance, and a refund of $384.10 has been issued back to the customers 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: 08/29/2025

  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]

   The response given was not nothing that I already knew and did nothing extra to address the issue. What I wanted and explained is that zip added the wrong amount when charged the 1199. The cart total was for the 207 and that did not happen. This was a mistake from zip and they did nothing to address it 

   

   

   

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

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

• Initial Complaint

  Date:08/13/2025

  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 signed up for an account with ********************** and have used it 3x. Suddenly got locked out of my account and asked to verify my identity. Provided a photo of myself holding my drivers license and the front and back of my license and then got told they couldnt verify who I was and locked out permanently. Wrote to customer service 3x and keep getting told an email will be sent. No one has emailed me. I am getting ignored. It is ME. I just want to prove my identity and speak with someone to get my account in order so I can pay off what I owe!!

  Business Response

  Date: 08/29/2025

  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 August 8th, the customer reached out via chat asking how they could verify their account and whether they could redo the verification, as they believed they caused an issue during their initial attempt. The agent advised this would need to be escalated to the internal team for further review. The customer expressed frustration and stated they would submit a BBB complaint.  
  On August 20th, the customer contacted ********************** again via chat to follow up on the status of their account. The agent confirmed the matter remained escalated, apologized for the delay, and advised that the internal team would provide an update.  
  On August 23rd, an agent re-sent the verification link for the customer to complete. At this time, the link has not yet been completed by the customer.  
  ********************** sincerely apologizes for the frustration the customer has experienced throughout this situation, and we acknowledge that the delay in response does not reflect the level of service we strive to provide. The restriction on the account was the result of a security trigger within our system that required further internal review. While the customer completed the initial verification on August 6th, the requested documentation was not uploaded, which prevented the process from moving forward.  
  A new verification link has since been sent and is awaiting completion. We recommend that the customer follow the instructions provided to complete the process. If the customer encounters any issues with the new link, we encourage them to reach back out to Zip for further assistance.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:08/10/2025

  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.

  I purchased an order of totaling $621 with Zip for a Macys transaction. The shipper did not have the item in stock. Therefore, they refunded me the money for that specific item that was purchased. After a couple of days, Zip still did not process that the refund was present therefore Iprocessed/submitted a refund from the shipper. The refund was processed on July 31 however I submitted the refund on July 30. ***** sent me information regarding the refund being processed on July 24. Zip changed my payment plan from eight weeks to four weeks and change the installments for me to pay two installments on August 15 totaling in $154. I set up the installments when I first purchased the items for eight weeks however after the refund was processed the installments which changed from eight weeks to four weeks and I have to pay two installments on August 15. This was not the original schedule for payments and when speaking with representatives, they stated that the only thing that they can do is waive the late fee for the second installment. This has a possibility of, affecting my credit and this is not any fault of mine. The shipper did not have the item therefore they refunded me the amount and zip changed the installment plan as well as the date of payment. Which I find to be unacceptable and unjust. When asked to speak to a supervisor the representative state that the only way that they communicate is via email and when asked how long it takes for the response time the representative hung up the phone.

  Business Response

  Date: 08/29/2025

  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 July 30th, the customer chatted in to confirm their purchase had been refunded and asked if this would be reflected in their payments. The automated agent explained that if the order was cancelled, Zip will issue the refund once it is received from the merchant, which can take up to 13 days, and the customer confirmed this answered their question.  
  On August 7th, the customer reached out again asking why they were being charged twice on the same day. The agent explained that when a return is reported, the next installment is moved by 14 days to allow processing time. On August 10th, the customer called back regarding the same concern. The agent explained that reporting a return in the app moved the due date of the installment from August 1st to August 15th. They also confirmed that an adjustment of $298.32 had been applied, which adjusted the last four installments. The customer expressed frustration, stating that this issue was created by the merchant and Zip, and that the order had changed from eight payments to four, which was not what they agreed to. The customer requested to speak with a supervisor, and the agent advised the matter would be escalated and a supervisor would follow up by email. Later that day, the customer called again requesting a supervisor. The agent explained they could move one of the installments by up to seven days so both were not due on the same date, but the customer stated this was not enough and again requested a supervisor. The case was escalated to the supervisor queue.  
  On August 11th, the customer called in regarding both payments being due on the same day. The agent explained that when the return was reported in the app, it automatically moved the payment due date to August 15th. To provide additional time, the agent paused the order to allow the customer more flexibility in making their payments.  
  Later the same day, the customer chatted in stating they wanted to cancel the order and pay it off on their own, no longer wishing to use Zip. They also requested that one of the payments due on August 15th be moved to a different date. The agent explained that multiple tickets had already been opened regarding this concern and were still being worked on. The agent also confirmed that the order had previously been paused to give the customer extra time for each installment to be paid off, and provided the most recent ticket information for reference.  
  On August 14th, a supervisor reached out to the customer, apologized for the situation, and confirmed the due date for installment three had been moved out by seven days.  
  Zip sincerely apologizes for the frustration this situation has caused. To confirm, Order #************* was created on July 18th for a total of $596.64, split into eight installments. On July 30th, the customer reported a return within the ********************** app. When a return is reported, the system automatically extends the next installment due date by 14 days. In this case, Installment #2, originally due on August 1st, was moved to August 15th, which coincided with the due date of Installment #3.  
  On July 31st, a partial refund of $298.32 was received from the merchant. Refunds are always first applied to reduce any unpaid installments. If a refund amount is greater than the unpaid balance, any remaining funds are returned to the customers original payment method. In this situation, the refund reduced Installments 5 through 8 in full, leaving Installments 2 through 4 still due at $77.71 each. 
  
  We also confirm that the order has been paused to provide the customer with additional flexibility in making payments. While the installments will not automatically process, the customer still remains responsible for the payments and may submit manual payments through the Zip App or Customer Portal. As of now, the following installments remain due: 
  Installment #2: $77.71 due August 15th 
  Installment #3: $77.71 due August 22nd 
  Installment #4: $77.71 due September 5th  
  Lastly, we want to reassure the customer that ********************** does not report to credit bureaus. Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 18, 2025, my Zip account had an unauthorized transaction for $206.19. I spoke with a Zip representative and was told that my account will be credited back in 3 days. I've called Zip multiple times for weeks to have this charge removed. It's now August 9th, 2025 and Zip hasn't removed the charge from my account.

  Business Response

  Date: 08/26/2025

  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 July 19th, the customer contacted us regarding Order #*************, stating that they did not place this order and did not wish to be charged for it. The agent advised that the matter would be referred to our internal team for investigation and that an update would be provided once the review was complete.  
  On July 22nd, July 26th, and August 6th, the customer followed up regarding the status of the review. Each time, the agent explained that the case had been escalated to the internal team and was still under investigation. On July 22nd, the agent also assisted by extending the payment due dates, moving installment #2 by 14 days and installments #3 and #4 by 7 days.  
  On August 18th, an agent contacted the customer to confirm whether any household member or acquaintance may have accessed the account. The customer confirmed that no one else had access. The agent then informed the customer that the review had been completed, and based on the findings, no unusual activity was identified on the account. As a result, the claim could not be approved, and a refund could not be processed.  
  We sincerely apologize for the frustration the customer experienced while resolving this matter. We understand their concerns and appreciate their patience as we worked to ensure the security of their account. **********************'s internal fraud team has completed a thorough review and has not identified any signs of fraudulent activity on the account.  In any instance of suspected unauthorized use, Zip recommends customers take precautionary steps to secure their account, such as updating the email address associated with their Zip account and changing the password for the linked email account.  If the customer would like to provide any additional documentation, Zip can investigate further.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  
  

• Initial Complaint

  Date:08/08/2025

  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.

  Well I had never used zip pay in 4 so yesterday was my first time when I was at checkout! It said *********************** payment! So the transaction goes through n I got charged ***** full amount and zip balance was the same amount I got charged ! I called them chatted with them no explanation just that I dont use it ! The only thing I want is my money back

  Business Response

  Date: 08/26/2025

  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 August 6th, the customer called in to report that when they made a payment online, the full amount was charged to their bank account in addition to a charge from Zip. The agent explained that Zip did not process payments for an order and advised the customer that the virtual card created with Zip would need to be verified as the payment method at checkout. It was confirmed that the virtual card was not used when the order was placed. During the call, the customer asked to speak with someone else, and the call was disconnected.  
  Later that day, the customer followed up by email and shared a copy of a report they had submitted to the ***, asking what Zip would do about the pending transactions.  
  On August 12th, an agent reached out to the customer to confirm the specific order details being referenced; however, no response was received.  
  Zip sincerely apologizes for any frustration and confusion caused by this situation. Zip confirms that the customer added a new payment method to their account on August 6th, a Mastercard ending in ****. On the same day, the customer created two virtual cards: one ending in **** for $40 and another ending in **** for $44.10. Neither of these virtual cards were used to complete any purchases, and we can confirm there are no orders placed through Zip or any pending charges. For future transactions, if the customer wishes to use a virtual card, we recommend ensuring that the virtual card payment details are correctly entered into the order and it is registered as the payment method when the order is placed so the transaction can successfully process through Zip.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.