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:09/11/2025

  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 made two purchases through Zip pay the first one was to Synergy wellness for 600 09/3 then I canceled it cause my total was suppose to be 700 so they charged 350 from synergy and couldn't charge the other 350 cause the card was for 600 so I asked Zip to cancel the card since Synergy charged me 350 not 600 but Zip didn't cancel or change the amount to 350 so I got another digital card from ZIP for *************************** total from Zip to Synergy but they still haven't refunded me the 250 since I paid Synergy 350 not the 600 no refund yet even though I reported it the same day to Zip now on 09/9 I made another purchase through Zip pay to ******* for ****** but ZIP CHARGED ME ********BILL PAY Sep 10, 2025 #************* $350.00 I contacted them via email asked them to cancel the transaction I even canceled the digital card online but they didn't cancel it so im being charged triple what I wanted. Please help me with this matter I cant afford to pay all this money I didn't ask for this amount of loan so I would appreciate your help in this matter. I copied and pasted the proof of what they refuse to adjust. I appreciate your help in this matter thank you.********BILL PAY VW Sep 10, 2025 #************* $350.00 View Order Details Synergy Wellness Ctr Sep 3, 2025 #************* $600.00

  Business Response

  Date: 09/25/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On September 4th, the customer emailed stating they had accidentally made a $600 purchase with ******* instead of $350 and requested a refund. On September 8th, an agent explained that if the full authorized amount was not spent, the installment plan would automatically adjust within 13 days of the order date, starting with the 4th installment and moving backwards.  
  On September 10th, the customer emailed regarding a different order with ******** noting the actual amount was $105.57 rather than $350 and requesting a refund. On September 15th, an agent confirmed the installments would be adjusted within 13 days. 
  
  On September 11th, the customer sent two additional emails regarding both ******* and ******* orders. On September 12th, the customer emailed twice regarding both orders, stating that virtual cards were created for higher amounts than actually spent. On both occasions, the customer was informed that the installment plan would automatically adjust within 13 days, beginning with the 4th installment and moving backwards.  
  On September 16th, the customer called in about both ******* and Synergy orders. The agent reiterated the 13-day adjustment timeframe, confirmed the settlement date was September 16th, and clarified that although the card was authorized for $350, the difference would be applied through installment adjustments.  
  Zip sincerely apologizes for any frustration and confusion caused by this situation. To provide clarity, we have reviewed both orders ************* & *************. We can confirm order ************* was processed using the virtual card ending in **** on September 10. This card was initially created with a requested amount of $350 under a Pay-in-Eight installment plan. Due to only $105.56 being used at ******** an adjustment of $244.44 was applied to the order on September 16. This resulted in the following balance reductions and adjustments: 
  Installments 58: balance reductions of $45.62 each 
  Installment 4: balance reduction of $45.63 
  Installment 3: balance reduction of $25.69, with a remaining balance of $19.94 due October 8th 
  Installment 2: $45.63 paid September 24th 
  Installment 1: $45.63 paid September 10th  
  We can confirm order #************* was processed using the virtual card ending in 8385 on September 3rd. This card was initially created with a requested amount of $600 under a Pay-in-Eight installment plan. Due to only $350 being used at Synergy, an adjustment of $250 was applied to the order on September 16. This resulted in the following balance reductions and adjustments: 
  Installments 68: full balance reductions of $78.25 each 
  Installment 5: balance reduction of $25.00, leaving a remaining balance of $53.25 due October 29th 
  Installment 4: $78.25 due October 15th 
  Installment 3: $78.25 due October 1st 
  Installment 2: $78.25 due October 1st (delayed by 14 days) 
  Installment 1: $78.25 paid on September 3rd 
     
  Zip would like to remind the customer that when placing an order using **********************, they will be asked to enter the amount they intend to spend. This amount, known as the Purchase Request, determines the funds loaded onto a one-time Zip ************ Card (if approved) and must be equal to or greater than the full order total, including shipping and taxes. Please note that the Zip Virtual Card is single-use and cannot be used for additional purchases. If the amount requested is higher than the final purchase total, Zip will automatically adjust the remaining installments within 13 days of the order date. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to reach out to zip now for 5 days! All of a sudden I am unable to make any purchases. I was told that it was an internal trigger but nothing I did wrong. They will get back to me soon. I have been waiting DAYS for a simple response to what is going on. If you are shutting it down then do it and let me pay it off and never use yoyr account again. If it's something on your end, fix it so I can resume using zip!!! Quit leaving me in limbo. Almost a week is ridiculous!This was there last message to me Thank you for your patience, *****. I would like to inform you that our internal team has been experiencing some delays. However, they will be working on your case. The time depends on the internal team's workflow. Your ticket number is #********.

  Business Response

  Date: 09/25/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.   
  On September 6th, the customer reached out via chat regarding being unable to complete a purchase. The agent explained that the matter would need to be escalated for review and advised the customer that the internal team would follow up by email with additional information.  
  Zip sincerely apologizes for the frustration the customer has experienced throughout this situation. We acknowledge that the delay in response throughout the chat does not reflect the level of service we aim to provide. The restriction was the result of a security trigger within our system we can confirm that the block has been lifted from the account, and the customer has been able to resume transacting as normal.   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  
  

• Initial Complaint

  Date:09/08/2025

  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 9/7/2025, I used my Zip Pay virtual card to place an order with ************. This virtual card charges my debit card for 4 payments. I received order confirmation from Clinique. Zip deducted the first payment from my debit card, stating that my order was successful.However, within five minutes, I received a cancellation notice from ************ stating that there was a problem with the card and my order was cancelled.I immediately contacted Zip via their message function. It was ignored.

  Business Response

  Date: 09/23/2025

  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 September 7th, the customer emailed twice advising the merchant canceled the order because the payment could not be processed, but the first installment was still charged by Zip. The customer advised they will be disputing the payment with their bank. On September 9th, the customer emailed again stating the order was canceled by the merchant and requested a refund of the first installment. An agent confirmed the payment of $38.07 is currently pending on the merchants side, and in order for a refund to be issued, the merchant must either cancel the charge or accept it and then process a refund. The customer reiterated that the order was canceled and advised they have submitted a BBB complaint.  
  Zip sincerely apologizes for any frustration the customer experienced. Our records confirm that Order #************* was captured by the merchant on September 6th, and the first installment payment of $10.51 processed the same day. A full refund was issued on September 19th, which cleared installments two through four and returned the $10.51 to the customers card ending in 1938. When an order is canceled and refunded, it can take up to 13 days for the process to be fully completed within the system. We apologize for any inconvenience this timeframe may have caused.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised and due a refund and only received one fourth of what I paid.I have received confirmation from my bank

  Business Response

  Date: 09/22/2025

  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 August 19th, the customer emailed stating a full refund had not been received and it had been almost a month. The agent requested additional information, including the order number in question. On August 26th, the customer provided the requested details, and the agent confirmed a full refund of $369.94 was applied on July 29th. The agent explained how the refund was applied to the order and provided the *** for one installment of $94.36. The agent also advised that disputes were received on the other three installments, which are still under review. The customer was informed that while the dispute process is ongoing, Zip is unable to release or confirm the return of those funds. Once finalized, and if the ruling is in the customers favor, the refunds will process accordingly.   
  On September 3rd, the customer followed up expressing concern about the delay and advised a complaint had been submitted with the BBB. 
  Zip sincerely apologizes for the frustration and confusion surrounding this situation. When a customers bank files a dispute, it initiates a resolution process that can be lengthy. During this time, the funds are held while the bank reviews the case, meaning they are not accessible to Zip, the bank, or the cardholder until a final decision is reached, This process can take 30 days or more for the funds to return to our payment system.  
  In this case, three installments for Order #************* were disputed on July 23rd for product not received. On July 29th, a refund was issued for the loan; however, because the disputes were already in place, the system was unable to fully process three of the four installment refunds back to the customer. The disputes were finalized on September 2nd, which allowed the refunds to move forward. The customer should now receive the remaining $283.07 back to the card ending in 2454.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:08/26/2025

  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,
  
  ******* ******