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:06/16/2025

  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 received an email from Zip, to my work email address, detailing a transaction that I never made with a credit card that I do not have. Someone must have opened an account with ********************** using my name and email address. The credit card must have also been a fake because the transaction never went through and I have been hassled for 3 weeks to pay the balance. I have called 4 times to try and reach someone to resolve the issue as this is a case of fraud and I do not want to have my credit affected. No one has reached out to me. I called the company today, again, and was told that a supervisor had to call me, that there was no one I could speak to, that they tried to contact me through email (which is untrue as I have a paper record of this). I have received no phone calls and no one has left a voicemail.

  Business Response

  Date: 06/30/2025

  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 May 19th, the customer contacted us to report that an account had been created using their name and email address without their authorization. The customer confirmed they do not have a Zip account, and the agent assured them the matter would be escalated for further review. 
  
  On June 3rd, an agent reached out to request a copy of a phone bill showing the customer’s name, phone number, and billing address to help verify their identity. The agent also inquired whether any unauthorized charges had appeared on the customer's payment card and advised that a temporary hold had been placed on the account.   
  
  On June 11th, the customer followed up after receiving a missed call from Zip, seeking an update on the investigation. During the call, the customer reiterated that the account was fraudulently opened. Fortunately, the account did not have the correct credit card information, so no unauthorized charges had been processed. The agent confirmed that the case would be escalated once again to the internal team. 
  
  On June 16th, the customer contacted us again to express frustration over the lack of updates and stated that they would consider taking legal action if no further communication was received. The agent advised that the matter had been escalated. 
  
  On June 17th, the customer followed up once more, reporting continued unauthorized activity and confirming that they had filed a complaint with the Better Business Bureau. 
  
  On June 19th, an agent reached out to follow up, noting that we had previously requested documents on June 3rd but had not received a response at that time. The agent apologized for the ongoing issue and requested that the customer send in a phone or utility bill with their full name and phone number for verification. The customer provided the requested documents, including a PDF of their bill and a copy of the identity theft report they had filed with their local police department.   
  
  On June 25th, an agent confirmed that the matter had been fully resolved. The fraudulent account was blocked and disabled, and the unauthorized loan associated with the account was refunded and closed. We understand the individual's frustration and appreciate their patience as we worked to ensure their details are secure.   
  
  Zip has communicated the above information to the complainant directly, via email. We trust this response explains and resolves this matter.  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Details:Transaction Date: June 2, 2025 Purchase Amount: $547.91 Order Number: ************* Purchased Through: Zip (Buy Now, Pay ************** for a ******* order Dispute:I placed an order through ******* using Zip on June 2, 2025, totaling $547.91 (Order #: *************). The order was later canceled and refunded by *******. I received confirmation that the item was returned and the refund was processed by the merchant.However, Zip has not updated my account to reflect the refund. The transaction still shows as active, and payments are still expected for an order that no longer exists. I reported the return through Zips app, submitted supporting details, and attempted to contact their customer support.Despite these efforts, ********************** has not responded helpfully or resolved the issue. *** never had to dispute a purchase before and expected a more transparent process. Instead, Zip continues to request payment on a canceled and refunded transaction.

  Business Response

  Date: 06/19/2025

  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 June 15th, the customer reached out regarding a ******* order originally placed on June 2nd. According to the customer, the order was subsequently canceled and refunded by *******. They received confirmation from the merchant that the item had been returned and the refund processed. However, the customer noted that this refund has not yet been reflected in their Zip account.  
  The customer reported the return through the ********************** app and attached screenshots from the merchant that the order was canceled. The documentation indicates that the temporary hold should be removed within 10 days.  
  Zip sincerely apologizes for the frustration this situation has caused. As the payment processor, Zip is not authorized to submit refunds on behalf of the merchant. We rely on the merchant to initiate and complete the refund process. At this time, we can confirm that a refund has not yet been received from Walmart.  
  If a refund was recently issued, please note that it can take up to 13 days for it to reflect on the account. We recommend that the customer reach out to ******* directly to confirm whether the refund has been processed. If the customer does not receive a response or resolution, we kindly ask that any documentation of communication with the merchant be forwarded to the Zip team. Once received, we will review the information and determine the appropriate next steps.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 06/19/2025

  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:

  Zips response does not resolve the issue.
  
  
  ******* has already confirmed that the order was canceled and refunded on June 2nd. I provided Zip with documentation showing this refund, including screenshots and confirmation from the merchant.
  
  
  Despite this, Zip continues to claim they havent received the refund, and my account still shows an active balance. It has now been well beyond the 13-day window Zip referenced for processing refunds.
  
  
  Ive fulfilled every step on my end including reporting the return through the Zip app and submitting proof of the refund. The delay and lack of proper resolution is unacceptable, and its causing unnecessary financial stress.
  
  
  Im requesting that Zip immediately update my account to reflect the refund that was issued, remove any remaining balance related to this transaction, and confirm the resolution in writing.
  

   

   

   

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

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

  Business Response

  Date: 07/02/2025

  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 June 15th, the customer reached out regarding a ******* order placed on June 2nd that was later canceled and refunded by the merchant. They confirmed that the item was returned and refunded by ******* and noted that they had also reported the return through the Zip app. The customer provided screenshots indicating the order was canceled and that the temporary hold should be removed within 10 days.  
  On June 19th, the customer followed up and included additional documentation from ******* confirming that the returned item was received and that a credit would be issued to the original payment method within three weeks of the item being shipped back. The customer reiterated that the order had been canceled by ******* and requested that the refund be reflected on Zips end.  
  On June 25th, the customer contacted us again for an update. The agent advised that we had not yet received any refund notification from ******* and requested that the customer provide documentation showing confirmation of the refund and the card it was returned to.  
  Zip sincerely apologizes for the frustration this situation has caused. As the payment processor, Zip is not authorized to issue refunds on behalf of the merchant; we rely on the merchant to initiate and complete the refund process. We can confirm that a full refund was received on June 28th, which resulted in the full balance being cleared for Installments 2 through 4, and a total of $135.47 for Installment 1 was 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. 

• Initial Complaint

  Date:06/03/2025

  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.

  Late on January 23, 2025 almost midnight - I ordered several items from ****** using Zip to pay for the items. My items came to ****** per the Truth in Lending Disclosure. Soon as I placed the order I realized there was an error because the total stated ****** due to a 6.00 Finance Charge but the billed me for ******. The extra ****** shouldn't have been billed. I immediately cancelled the order after realizing the mistake. However, they had already debited my ***** Fargo account ****** on 01/24/2025. I submitted a refund request due to a cancelled order. I still have not received my money and they debited an additional ***** on May 9th towards the order. I had 8 other orders through them that are all paid off. This one they refuse to refund me. I have chatted, emailed, and/or spoken to several ****. ****** emailed me a cancellation email as proof and I forwarded that on May 9th to ****** W/Zip - no response from him. I have also talked to ***** on Feb 7th, and Jhaneisy on Feb 10th. They continue to email me about a balance I don't owe and threaten me with collections even after all the proof I sent to them. None of the customer service **** ever follow up.

  Business Response

  Date: 06/19/2025

  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 contacted us regarding a refund for Order #*************. During the chat, the agent confirmed whether the customer had reached out to the merchant, and the customer confirmed they had. The agent advised that no refund had yet been received from the merchant and recommended the customer follow up with the merchant directly to resolve the matter. The customer subsequently provided a screenshot showing that the items had been canceled. The agent then informed the customer that it may take 2448 hours for the refund to reflect back on the card.  
  On February 10th, the customer reached out again to follow up on the refund. The agent reiterated that no refund had been received from the merchant and once more advised contacting the company for further clarification. The customer referenced the prior conversation, highlighting the statement that it would take 2448 hours. The customer noted that ****** confirmed the funds were only an authorization and the order was canceled, asserting that the refund should now be processed by Zip. The agent encouraged the customer to call our support line for more detailed assistance and provided the phone number.  
  On April 23rd, the customer called in about the refund and explained that the order had been canceled the same day, as confirmed by the merchant, yet charges were still appearing.  The agent confirmed that a dispute had been filed, resulting in a temporary hold on the account. The customer expressed concern that the amount listed was incorrect, which was the basis of the dispute. The agent advised that the matter would need to be escalated to our internal team for further review and resolution. During the call, the customer also indicated their intent to file a complaint with the Better Business Bureau. The agent requested any supporting documentation and sent a follow-up email for the customer to respond to with the relevant information. 
  On May 9th, the customer provided screenshots showing that the products were canceled on ******'s platform, including a message from ****** stating that the items were successfully canceled.  
  Zip sincerely apologizes for the frustration and confusion this situation has caused. We recognize that the customer made multiple attempts to resolve this issue, and we sincerely apologize that your experience with our support team did not meet expectations. We can confirm that a virtual card ending in **** was created on January 22nd and initially used at ****** for two transactions totaling $10.96 and $22.98. Both of these transactions were reversed the following day.  
  On January 26th, the same virtual card was used for a $294 transaction with the merchant Cigna. However, because the card was originally generated for use at ******, the merchant name ****** was recorded for the January 26th transaction. We would like to clarify that this $294 charge was not associated with ******, but rather with Cigna. If the customer does not recognize the $294 transaction with *****, we encourage them to notify our team so we can investigate potential unauthorized use. We sincerely apologize that this distinction was not clearly communicated.  
  In addition, we have received two disputes related to this order. The first dispute concerned the initial installment payment of $100.71, which was received with the dispute reason of credit not being received. This dispute has been resolved in the customer's favor, and the bank will be returning the funds back to the customer. The second dispute involves the second installment payment of $73.43, which remains under review and is currently pending resolution. Zip will communicate with the customer once the dispute has been resolved.   
  Lastly, Zip confirms the order currently has two outstanding installments. We confirm that the customer's account has been unblocked, and they may now attempt to transact again. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 06/25/2025

  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 

  The response that was given is absolutely incorrect. There aren't any charges on my account for Cigna. I don't even have a charge on my account for Jan 26th on my account. Those are the 1st of many discrepancies in their response.  They only mentioned 2 of the charges and not all of them, including a C300 Mercedes Water pump that was almost 100 by itself. The picture I attached shows it and the email from Amazon mentions it. They didn't address the Fraudulent Truth in Lending statement that states ****** + 6.00 Origination... but in parenthesis it jumps to ******. I also attached a screenshot of the total card info ending in **** for Amazon!!! The total shows 321 now because of late fees that were added. I canceled the entire order so I shouldn't have an outstanding balance. They are still illegally billing me for a transaction that was canceled. They can call ****** and validate the charges, the cancelation, and the card used. I don't know what system issue occurred nor where this miscellaneous Cigna charge came from but that is all false. They need to do their part in correcting this and completely canceling the order out because the items never shipped and the order was canceled immediately.  I will escalate this legally if I have to because there are a lot of false statements, harassment, and fraudulent charges. I owe nothing for this Amazon order and whoever supposedly researched this did a terrible job and lied.

   

   

   

   

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

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

  Business Response

  Date: 07/08/2025

  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 sincerely apologizes for the frustration and confusion this situation has caused. We can confirm that the virtual card ending in **** was created on January 22nd and initially used at ****** for two transactions totaling $10.96 and $22.98. Both of these transactions were reversed the following day. Please note that Zip does not have visibility into the specific items purchased within an order, as we operate solely as the payment processor.  
  On January 26th, the same virtual card was used for a $294 transaction with the merchant Cigna. However, because the card was originally generated for use at ******, the transaction appeared under ****** within the customers ********************** account. We would like to clarify that this charge was not processed by ******, but rather by Cigna. If the customer does not recognize this $294 transaction with *****, we encourage them to reach out to our team and provide documentation from ***** so we may investigate the possibility of unauthorized use. We sincerely apologize that this distinction was not more clearly communicated.  
  We also confirm that the transaction was processed for $294, along with a $6 finance fee, bringing the total to $300. As a courtesy, Zip has waived the $7 late fee for installments 2, 3, and 4.  
  Additionally, we have received two disputes related to this order. The first involved the initial installment payment of $100.71 and was submitted with the reason of credit not being received. This dispute has been resolved in the customers favor, and the bank will return the funds to the customer. The second dispute concerns the fourth installment payment of $73.43, which is still under review and pending resolution. Zip will provide an update once a resolution has been made.  
  We would like to confirm that two installments remain outstanding on this order. The customers account has been unblocked, and they may now proceed with new transactions.  
  Regarding the customer's allegation that a Truth in Lending disclosure was provided, indicating a $193.29 purchase amount and a $6 fee, Zip does not reflect any loan or request amount generated for this total. The requested amounts recorded in January for the customer were as follows: $294 for Order #************* on January 22nd, $144 for Order #************* also on January 22nd, and $36.07 for Order #******-****** on January 16th, Order #************* for $186.08 on January 3rd and Order #************* for $721.06 on January 1st . If the customer has documentation reflecting the amount of $193.29 + $6, we encourage them to send it directly to Zip so we can review and 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:05/31/2025

  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 message them many times that an account was using my information to make fraudulent purchases. They kept saying they didnt see anything fraudulent. I kepttelling them over and over that it was and they kept asking me for money and I kept telling her Im not paying for any fraud that doesnt to me. May 30 at 12 AM they decided they wanted to take out 4 transactions out of account. After I just took that money from my check so I could pay some bills. They just took my money.

  Business Response

  Date: 06/16/2025

  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 February 9th, the customer reached out to report three unauthorized transactions on their account. They submitted screenshots showing a pending charge of $51.50 and two posted transactions of $60.99 and $46.72. The agent informed the customer that they could see pending charges from ** **** and ***** but there were no recent active orders on file yet, only attempted ones that had not been confirmed on Zips end. The agent advised that the pending charges should fall off within a few business days, but the customer expressed concern that these transactions were fraudulent and would not be reversed. The matter was escalated to the internal team for review. 
  
  On February 27th, an agent contacted the customer to advise that ********************** was unable to authenticate the fraud claim based on the information provided. The agent requested confirmation of the last legitimate order and informed the customer that a temporary hold had been placed on the account while the investigation continued. The customer responded that their last order was placed on February 8th. 
  
  On March 2nd, the agent asked if anyone in the household or an acquaintance may have accessed the account. The customer confirmed that no one else had access. 
  
  On March 3rd, the agent advised that following a full review, Zip did not identify any unusual activity and therefore could not validate the claim of unauthorized use. As such, a refund could not be issued. The agent encouraged the customer to provide any additional information that could assist in the investigation. The customer responded that they had canceled their debit cards and ordered new ones.They believe their account was compromised and a card number was fraudulently generated and used. The agent reiterated that Zips internal fraud team conducted an in-depth review and found no signs of fraudulent activity, and recommended the customer update their account password as a precaution. The customer maintained that the last genuine purchase was from ****, and any transactions afterward were not theirs. 
  
  On March 14th, the customer responded to a payment reminder for Order #************* from ** ****, reiterating that they were still waiting for the fraudulent charges to be resolved and had already filed a report with the FTC. 
  
  On April 9th, an agent confirmed that the fraud team had completed a thorough investigation and again found no evidence of fraud. 
  
  On May 9th, the customer responded to an automated notice about their account being referred to collections if payments were not made within 60 days. They reiterated that the transactions were fraudulent and questioned why they should be held accountable for purchases they did not make. This concern was escalated for further review. 
  
  On May 21st, an agent followed up to inform the customer that another review had been completed and no misuse of the account was found, so the fraud claim could not be approved. 
  
  On May 30th, the customer replied to an automated payment confirmation stating that funds were withdrawn from their account without consent and asserted that this was fraudulent. They added that they planned to file a complaint with the Better Business Bureau. 
  
  On June 2nd, an agent again inquired whether anyone in the household could have accessed the account. The customer denied this, stating their account had been hacked. They also requested contact information for Zips legal team to provide to their attorney. The agent advised that the matter was under internal review and that the customer would be contacted shortly. 
  
  Zip apologizes for any frustration the customer may have experienced regarding this situation. Zip confirms the following recent orders: 
  
  Order #************* for ** **** was placed on February 9th using a virtual card ending in **** for a total of $184.40. The first installment of $51.50 was successfully processed, and this loan has been paid in full. 
  Order #************* for ******** was placed on February 8th using a virtual card ending in **** for a total of $224.66. The first installment of $60.99 was successfully processed. Two installments remain outstanding: 
  Installment #2 for $68.55, originally due on March 8th, 2025 
  Installment #4 for $53.56, originally due on March 22nd, 2025 
  Order #******-323289 for ******** was created on February 8th and fully refunded on February 9th in the amount of $181.88. The first installment of $46.72 was processed prior to the refund and refunded the following day. 
  
  Regarding the payments that were successfully processed on May 30th, Zip confirms the following: 
  
  $68.56 for Order #************* (********) covering Installment #3, originally due on March 8th, 2025, which had previously failed to process before successfully clearing on May 30th. 
  $58.50 for Order #************* (** ****) covering Installment #2, originally due on March 10th, which had been postponed from its original due date of February 24th and encountered payment failures before processing successfully on May 30th. 
  $58.50 for Order #************* (** ****) covering Installment #3, also originally due on March 10th, which had experienced payment failures before successfully processing on May 30th. 
  $41.90 for Order #************* (** ****) covering Installment #4, originally due on March 24th, 2025, which had multiple prior payment failures before being successfully processed on May 30th. 
  
  Zip would like to draw attention to our Terms of Service Section 2.1.5. HOW TO MAKE A PAYMENT/PAYMENT AUTHORIZATION FOR AMOUNTS DUE UNDER EACH LOAN YOU REQUEST "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 confirm that our internal team has conducted a thorough review and has determined there is no indication of fraud on the account. In order to protect the integrity of our security features, Zip is unable to divulge the exact details and data points used to identify unauthorized activity. Should our customer wish to provide any additional information that may assist in further investigation into their concern, our customer may do so at any time by contacting Zip. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:05/28/2025

  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 and other payment methods to pay for my cruise and when the cruise got cancelled all monies were refunded to the zip card. Zip only refunded the amount paid $123 but the overpayment that was refunded to that card was never returned. The amount is approximately $519. The refund is $123 was given back on 5/6/25. It is now 5/27/25 and I have yet to receive the remaining funds even though their policy has a 13 day time period for refunds and it has been well over 13 days. Every time I reach out I am not able to get an *** on the ticket that was started nor have they attempted to process my refund.

  Business Response

  Date: 06/09/2025

  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 May 21st, the customer reached out regarding a refund that exceeded the original purchase amount. The customer provided a screenshot from the merchant indicating that $1,547.93 had been refunded to the **** card ending in **** on May 5th, 2025. The agent explained that only the original purchase amount was refunded to that card, and any overage would be refunded to the card ending in ***** The agent also informed the customer that this process could take up to 13 days. When the customer expressed concern that more than 13 days had passed without receiving the funds, the agent escalated the issue for further review. The customer was also advised that, because the refund exceeded the purchase amount, the remaining balance would be applied to other active orders to ensure the full refund was issued.
  
  On June 2nd, the customer called in to follow up on the status of the over-refund. During this interaction, the agent incorrectly stated that the full refund had already been processed and that the overage would be returned to the merchant. The agent advised that the merchant would need to request those funds back and that they would remain in the system until such a request was made. This was inaccurate information and not aligned with the proper procedure. As a result, coaching was submitted for the agent to ensure accuracy in future interactions.
  
  Later the same day, the customer reached out again regarding the refund and shared that the merchant had asked for documentation from Zip. The customer inquired whether the merchant needed to contact Zip directly. The agent clarified that this would not be necessary, as the matter had already been escalated to our internal team, who would be in contact with the merchant directly.
  
  Zip would like to sincerely apologize for the frustration caused by this situation. We can confirm that an over-refund in the amount of $1,547.93 was received. Of this total, $1,028.67 was correctly applied to the original order #*************, leaving a remaining balance of $519.26.
  
  When an over-refund occurs, manual intervention is required to allocate the remaining funds appropriately. We acknowledge and apologize for the delay in completing this process. We confirm that the remaining $519.26 was applied as follows: a $385.00 refund was issued to the card ending in **** for order #************** and a $134.26 refund was issued to the same card for order #************** We truly regret the inconvenience this has caused and appreciate your 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:05/27/2025

  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 paid an old collection back for zip and they closed my active account for that reason. I have requested to have my account deleted and not on a reactivated status because I no longer want to be associated with a company that use low tactics with a customer that honors paying back debt.

  Business Response

  Date: 06/09/2025

  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 May 7th, the customer reached out after making a payment toward purchases from six months prior, expressing concern that she was no longer approved to use her account. She inquired about our policy, indicating she was considering closing the account due to this restriction. The customer also mentioned having two ********************** accountsone under an old email and another under her current email. She submitted a screenshot of a payment made through Indebted for the account linked to her old email and asked whether the account was still active. The agent confirmed the accounts status but advised that further review was required and escalated the matter.  
  On May 15th, an agent followed up requesting the payment screenshot, which the customer promptly provided. On May 22nd, the agent informed the customer that the third-party payment was still in progress and had not yet been completed. The customer was advised to notify us once the payment was finalized so we could proceed with the account review. 
  
  On May 26th an agent informed the customer that we would not be able to remove the block on the account. As the account had previously been assigned to collections, it would remain closed in accordance with our company policy. The customer then requested that the account be deleted and deactivated.  
  On May 27th, the customer contacted us again to request information about her second account be deleted and stated her intention to submit a complaint to the Better Business Bureau. An agent responded by providing the link for submitting a formal data deletion request.  
  On May 29th, the customer reiterated her request for the account to be permanently closed. On June 2nd, an agent confirmed that the account had been permanently deactivated and assured the customer that she would no longer receive communications from Zip or any of its affiliates.  
  Zip sincerely apologizes for any frustration the customer has experienced regarding this matter. We can confirm that Order #************* was assigned to Indebted in November 2023. While a payment has since been received, the account had previously been referred to collections. In accordance with Zips standard policy, specifically Section 5.3 Suspension or Closure of Your Account, it states: "We may suspend or close your account or otherwise terminate your right to use your account. We may do this at any time and for any reason." Based on this policy, the account has been permanently closed. As a result, the customer will no longer be able to open a new account or access *********************** services moving forward. We also confirm that her most recent account has been permanently deactivated.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made 4 purchases through zip, 3 of which is paid off. The purchases from zip were towards a utility bill of mine. Last week the utility company told me they wouldn't accept the payments from zip as it's not considered legitimate. I asked the merchant (The utility company) to cancel the order and refund me. The utility company (merchant) refuses to refund me and said zip would have to do it on there end. I have explained to the utility company that zip said they would need to cancel the order so I can be refunded. The utility company (the merchant) refuses to cancel the order so I can get my money back. I am so fed up with all of this.

  Business Response

  Date: 06/09/2025

  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 May 22nd, the customer reached out after using ********************** to pay for utility services. She expressed concern that her utility company was questioning the legitimacy of Zip and was requesting proof of payment, as they did not understand how the service works. The agent advised the customer that while ********************** does not issue direct proof of payment, all payment activity can be viewed within the Zip app. Additionally, the agent sent a follow-up email during the call, explaining how Zip functions, which the customer could then share with the merchant.  
  Later that same day, the customer contacted us again via chat to report that the merchant was refusing to acknowledge the payment made through Zip. As a result, the merchant declined to issue a refund for the orders in question. The customer reported that when she inquired about a refund, the merchant redirected her back to Zip. She provided a screenshot showing the information she had shared with the merchant. Despite her efforts, the merchant remained unwilling to refund the payment. The customer stated that she had no choice but to pay the merchant in cash for the same orders that were originally paid for using Zip.  
  Zip sincerely apologizes for the frustration the customer has experienced with this situation. Please note that Zip acts solely as the payment processor, and as such, we rely on the merchant to issue a refund before we can process it on our end. For proof of payments, the customer may download periodic statements within the Zip app, which will reflect the balance and payment details for each loan. Additionally, the customer can refer the merchant to *********************** website for a general overview of how our product works. Our *********** article, What is Zip, can be accessed 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:05/24/2025

  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 Wednesday, May 21, I went to *********** to purchase my son in ******** switch I used zip as a payment as they allow you to payin installments. The order went through and then immediately was canceled. I received an email from Best Buy stating so claiming something about purchasing limit being exceeded, there was only one unit in one item purchased so I assume this was an issue with Best Buy at first Zip still took the first installment of $81 when I contacted zip today, Thursday, May 22 they apologized and said the money would be refunded **** could try the purchase again with another merchant so I went directly onto zips website ************************** and selected GameStop as my shopping store I purchased the item again using zip this time. The first installment was $151. They took the payment immediatelybut no order was put through. I contacted zip customer service through phone and they informed me that I was correct the order was denied so I asked Why did they take the money if the order was declined and their response was thats just our system for doing things and allegedly said this would also be refunded. They have charged me twice and given me no order for my item when I asked to speak to a supervisor they told me there was none availableby phone that they dont do things that way, but I could put a request in for a super advisor and within 48 to 72 1 would get back to me allegedly I fear that I am being scammed and would like some assistance in retrieving my money and maybe they should also be looked into thank you advance for your assistance and all your time ***** ********

  Business Response

  Date: 06/05/2025

  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 May 22nd, the customer reached out after purchasing a ******** Switch from *********** using Zip. Although they initially received a confirmation email for pickup, they also received a cancellation notice from Best Buy citing quantity limit abuse, despite this being their first and only purchase. When the customer contacted Best Buy for clarification, they were informed that the cancellation was due to strict policy rules and could not be reversed. The customer then contacted ********************** to confirm that their $89.36 payment would be refunded and that their spending power would be reinstated so they could purchase the item elsewhere. The agent confirmed that the order had been cancelled and advised that the first installment of $89.36 would be refunded to the **** card ending in ***** This refund was processed later the same day. The customer also asked whether their spending power would be restored; the agent advised that once the refund was fully processed and marked as paid, the purchase amount would be reinstated.  
  
  Later that same day, the customer reached out again, stating they attempted a new purchase at ********, but no order was placed and they noticed a charge from Zip. On May 26th, an agent clarified that what the customer was seeing was an authorization hold, which can appear when a purchase attempt is made. The agent advised that these pending charges are temporary and will fall off within the next couple of days.  
  
  Zip can confirm that the order placed with Best Buy was captured on May 21st and subsequently refunded on May 22nd. We would also like to clarify that the attempted transaction with GameStop was unsuccessful. The charge the customer observed was a pending authorization hold, which is a standard practice and would have automatically cleared from the account within a few days. We sincerely apologize for any confusion or frustration this situation 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:05/23/2025

  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.

  For the last week or so, I've not been able to use my ZIP account after I paid ALL payments, and even 1 account off early, which I was not credited for!!!!! I still haven't received the $7 late fee to my bank account that was credited on May 3rd! Also, Everytime I try to use my ZIP account to purchase, I get an error message that states "Sorry, ZIP cannot be used to pay in installments for this purchase!". It doesn't matter what merchant sites I use, or what amount I enter!!! I also can't use a credit card anymore for payment!! Only debit?!?! And I can't even use my debit on here! Your customer service agents have been anything but helpful!! In fact, Yaderis wasted almost an entire day of mine-going through the motions of helping me with my issues- hardly anything got resolved! Only one of 2 late payments was reimbursed-the later one was credited to the account I still owe on. The first fee credit, from May 3 rd, has yet to be seen!! There is no reason or excuse for these issues to be ongoing like this!!! The account/hold issue was to be escalated?!?!? It has been anything but!!; I used to get favorable assistance from your customer service agents. They are now ignoring me, and not fixing the problem!!!! I'd like to use my account again, please, like I always did! I use ZIP to pay some of my bills-this non excusable hold up has inconvenienced me to no end!!!!!

  Business Response

  Date: 06/05/2025

  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 May 3rd, the customer reached out regarding a late fee for Order #************** The agent confirmed that the fee had been waived and refunded to the card on file. 
  
  On May 13th, the customer contacted us to update her phone number. An agent sent a verification link, but the customer reported it was not working, and she was unable to complete the process. The agent resent the verification link, and the phone number was successfully updated the following day, on May 14th. 
  
  On May 18th, the customer advised that multiple payments had been made on the order when only one was intended. The agent explained that we are unfortunately unable to reverse the additional payments. The customer also inquired about not being able to pay with a credit card, the inability to make a new purchase despite having a $200 limit, and concerns about two late fees, one refunded on May 3rd but not received, and another one paid the previous day. The agent clarified that credit cards are not accepted for new purchases. 
  
  On May 19th, the customer followed up about the unresolved late fee and the inability to make purchases. The agent requested a screenshot of the error message, advised the customer to wait 24 hours before trying again, and escalated the issue for internal review. 
  
  On May 23rd, the customer contacted us again, stating they were unable to use Zip. The agent advised that, due to recent account activity, a temporary hold had been placed on the account, which was expected to resolve within 24 hours. The customer was able to successfully place a new order the following day. 
  
  Zip would like to confirm that late fee refunds were successfully processed for the following orders: 
  Order #******-******* a $7 late fee was refunded on May 3rd, and the refund was processed back to the card ending in ***** 
  Order #******-******, a $7 late fee was also refunded and applied as a balance adjustment. This adjustment was used to reduce the amount due for installment #4, lowering the payment to $54.11 on May 19th. 
  Zip would like to clarify how the estimated spending power works. Estimated ************** is a point-in-time estimate of how much you may be able to spend, it is not guaranteed, and is impacted by a number of factors. All installments of an order must be paid for that order to count towards your streak progress. Single installment payments do not count towards streak progress until an order is successfully paid. In regards to accepted payment methods, please refer to our accepted payment method guidelines. Zip's Accepted Payment Methods: Debit cards attached to bank accounts (including Venmo debit cards), Credit cards (excluding *********** and ******* ***** MasterCard, Discover, and ****************, Apple Pay, and *********** debit cards. 
  
  Payment methods that are not accepted: Pre-paid or reloadable credit/debit cards (e.g., cards purchased from retail stores), ******, *****, Cash App, Card, *****, ******** transfers (Direct Debit), Money orders, cash or cash equivalents, *********** and ***** credit cards 
  
  Zip apologizes for the frustration caused by the temporary account hold. At times, our system may place a temporary hold on an account due to recent activity as a precautionary measure to ensure the safety and security of our customers. In most cases, these holds resolve automatically within 24 to 48 hours, provided no further purchase attempts are made during that period. However, in this instance, the customer continued to attempt transactions, which prevented the hold from lifting automatically. Zip can confirm that the temporary hold has since been removed and the customer has been able to transact successfully. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:05/22/2025

  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.

  They charged me for an order that did not provide services. They sent me an email saying I did not have enough funds and will not refund me.

  Business Response

  Date: 06/05/2025

  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 February 26th, the customer contacted ********************** regarding ongoing payments on an order that they believed was cancelled because the full purchase amount was not covered. The customer explained that they were informed a refund would take time, but to date, they have not received it and are still being charged, despite the payments being nearly complete. They attached a screenshot of a Zip email which stated, The transaction at ***************** could not be processed because the final purchase amount exceeded the amount you requested at the time of checkout. 
  
  On February 28th, an agent advised the customer to reach out to the merchant directly regarding the refund. The customer was further advised to recontact ********************** with evidence of these attempts if they had not received a response from the merchant within seven days. 
  
  On May 22nd, the customer followed up regarding a refund for Order #************* and confirmed they had already contacted the merchant. The agent inquired whether a refund had been processed. The customer clarified that the order amount was not sufficient to complete the purchase, as stated in the email, so no ticket was issued and they instead purchased a ticket from ***** instead under a separate order. The agent reviewed the three transactions made on December 16th, which totaled $555.02 with the customer. The customer reiterated that no ticket was issued due to the payment shortfall, and requested a refund for the unused order. When asked whether ***************** confirmed that payment was not received, the customer stated they had called after receiving the email from Zip and subsequently purchased a ticket from *****. The customer did not receive any written confirmation from the merchant, and the agent requested any available documentation to support the claim so Zip could investigate further. The customer then advised that they would be submitting a complaint to the Better Business Bureau. 
  
  On May 23rd, the customer reached out again and explained that on December 16th, 2024, they attempted to purchase airline tickets. The first attempt, for a flight with *****************, was unsuccessful due to the total amount exceeding the requested amount, resulting in the transaction not being completed. They then booked a ************** ticket through a different website. The customer shared that due to a series of life events, they had only recently resumed managing their bills and noticed that the ***************** charges never dropped off. Although they contacted the merchant, they were advised there was no record of a ticket under their name. The customer made it clear they are not disputing the Delta flight, only the $602 in charges related to the unused ***************** booking. The agent reviewed the three transactions that make up Order #************* and reiterated that the email from Zip was triggered because the merchant attempted to charge more than what was available after those three transactions processed. The customer confirmed the merchant did not provide written confirmation that no transaction took place, only verbal confirmation via phone. The agent again advised the customer to contact the merchant for a refund and provided the card number used for the order to help the merchant locate the transaction. 
  
  Zip would like to confirm that Order #************* for ***************** (USD) was processed on December 16th, 2024. On this date, a virtual card ending in **** was generated for $555.02, and the following transactions were successfully processed: 
  $347.98 for **********************;
  $172.97 for **********************;
  $34.07 for ************* 
  Additionally, seven other transactions were attempted on this virtual card but were declined, as they exceeded the approved amount already captured. These declined attempts included five transactions of $17.95 each from ************* and two transactions of $21.98 each from *****************. These unsuccessful attempts triggered the email the customer received. 
  
  ********************** apologizes for the frustration the customer has experienced with this situation. We recommend that the customer contact the merchant directly using the information already provided by our agents to request a refund. As Zip functions solely as the payment processor, any refund must be initiated by the merchant to be processed on our end. If the customer receives confirmation from the merchant that no transaction was processed on their side, we kindly ask that this confirmation be emailed over to Zip so we can investigate further and determine an appropriate resolution. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.