Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make a purchase with my zip account it declined it. I had perfect payment history. I reached out to support. They told me my account was flagged for fraud. I was told someone would reach out to me soon. ***** has reached out to me. Something as serious as fraud, should of been handled quickly. I needed to use my account today and can't. I can't get anyone on the phone in the "fraud department ". That seems suspect to me. It doesn't take this long to reach out to a customer about a fraud flagged account.

  Business Response

  Date: 08/09/2023

  Zip is sorry for the frustration the system hold on our customer's account has caused them. Our Escalations Lead has fully reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
   
  On July 28, 2023, our customer's account was placed on hold from new purchases by Zip system automation. Unfortunately, Zip is not able to publicly disclose specific information regarding the causes of account holds, in order to maintain the integrity and security of Zip's systems. On July 29, our customer contacted ********************** Support, reporting their account hold, and on the same day Zip Support escalated their concern.
   
  On August 9, 2023, Zip provided our customer with a secure link via email, to verify their identity. If and once this is successfully completed, Zip will promptly remove this system hold from their account. ********************** apologizes to our customer for the time it took to follow up with them. Zip's Escalations Lead will investigate the cause of this delay further.
   
  Holds like the one placed on our customers account are designed to help protect their account from potentially unauthorized transactions. Zip would also like to note that we have no obligation to remove a hold from a customer's account, per Section ***** of our Customer Agreement, which states, "...Zip may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with any Service in Zips sole discretion at any time for any reason without notice to you." (****************************************************************************)
   
  Once again, Zip apologizes for the frustration this has caused our customer. This information has been communicated directly to them, via email. Since this resolution satisfies their desired settlement, we ask that they resolve their complaint at their earliest convenience.

• Initial Complaint

  Date:08/07/2023

  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 a customer of **********************/********************** for years. Made my payments in full with no issues. I had a couple fraudulent charges on my account and ********************** s*** my account down and I am no longer able to use it. I have contacted customer service plenty of times asking them to allow me to use my account and I would change the password or start a new account. They told me that this was not possible. Why am I being punished for something that was not my fault. I would love my account back. I use ********************** for everything. It's been convenient and very helpful but their customer service is the worst. I would really like my account back. We should not be shut down for things that are out of our control.

  Business Response

  Date: 08/08/2023

  Zip is sorry for the frustration our customer has experienced. Our Escalations Lead has fully reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  On May 4, 2023 our customer reported two unauthorized orders on her account, both placed on April 23, 2023. Upon review, the Zip Risk team confirmed these orders as fraudulent as evidenced by the customer's account information being changed by this unauthorized individual, and refunded both orders to the customer on May 18, additionally placing a permanent purchase block on their account.
  
  Since the customer's account has been fraudulently compromised and Zip has no way of ensuring further unauthorized activity will not occur, Zip will not be removing this purchase block. Zip has already communicated this decision to our customer via email, on June 11 (see screenshot).
  
  It is important to note that Zip has no obligation to remove a hold from a customer's account, per Section ***** of our Customer Agreement, which states, "...Zip may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with any Service in Zips sole discretion at any time for any reason without notice to you." (****************************************************************************)
  
  As mentioned, Zip has previously communicated this decision to our customer directly. Since the customer's account has been compromised and it is Zip's right to suspend or restrict customer accounts for any reason, we ask that our customer resolve their complaint at their earliest convenience.

  Customer Answer

  Date: 08/10/2023

  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:

  I don't think that a customer should be punished for fraudulent activity.  I have been a customer for years and never had issues.  There should be a way to change the password or some kind of back-up plan instead of punishing their customers.  Just like a bank will open a new account for their customers.  Zip practices are wrong and I will definitely be giving them bad reviews wherever I can.  I have read similar issues with Zip and people had their accounts restored.  Why is this only some customers and not all.  I DID NOTHING WRONG!!!! 

   

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

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

  Business Response

  Date: 08/11/2023

  Zip is sincerely sorry for the frustration our customer is experiencing. It is important to note that the block on their account is not a punishment, but Zip policy to prevent further unauthorized activity from occurring.
   
  Zip accounts are accessed via multi-factor authentication (verification code), user-set PIN, or facial ID, if enabled. For any Zip customer account that has been compromised or accessed by an unauthorized user resulting in unauthorized orders being placed on their account, ********************** permanently blocks these accounts from further purchases with no exception as there is no way for Zip to ensure further unauthorized activity will not occur, or that a customer's mobile device has been re-secured.
   
  Since the customer's account has been fraudulently compromised and Zip has no way of ensuring further unauthorized activity will not occur, Zip maintains its decision and will not be removing this purchase block. We apologize for the frustration or disappointment this may cause our customer. As mentioned, both unauthorized orders placed on our customer's account were refunded by ********************** on May 18. 
   
  As stated, per Section 2.1.1 of our Customer Agreement, "...********************** may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with any Service in Zips sole discretion at any time for any reason without notice to you." (****************************************************************************)
   
  Since the customer's account has been compromised and it is Zip's right to suspend or restrict customer accounts, we ask that our customer or the ******************** resolve their complaint.

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase and had to make a return I returned the item but the company never Refunded me or just returned the product Im not ok with paying for something that I dont have in my possession Zip wants me to pay for something there merchant receive back in their possession

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2023

  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 bought a new phone and had to change my number 2-3 weeks ago so I was trying to update my number on my account. I was met with an error message every attempt, unable to access my account. I used my laptop, my phone, multiple different browsers and followed every instruction from customer service. For two weeks Ive been getting the run around, none of the solutions are working and they keep sending solutions that dont even make sense. I have never had this much difficulty doing something as simple as updating my number. Its very suspicious to me that this company gets to keep asking my debit card information and intimate details like my address and SSN just to say theyre unable to update my information. This whole interaction with zip ******** feels off and shady.

  Business Response

  Date: 08/07/2023

  Zip is very sorry for the frustration our customer has faced. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  Our customer attempted to update their ********************** account phone number to their new ************** number and received the error message "unable to update phone number". Upon reporting their issue to Zip Support on July 27, 2023, Zip provided several troubleshooting steps, which the customer reported following but continued to receive the same error message. Thus, on August 4, their issue was escalated to Zip's internal team to assist them with updating their account phone number internally, via Zip's verification process.
  
  The first part of Zip's verification process is requesting one of the following documents: 1) a picture of a phone bill showing a customer's name and new phone number, or 2) a picture of a utility bill showing a customer's name and new phone number. This is solely to maintain security of customer accounts and confirm the identity of the customer. It is important to note that ********************** Support does not request sensitive identity information such as social security numbers.
  
  On August 4, our customer provided a utility bill and internet **** showing their name and address, but their new phone number was not listed. Because of this, Zip could not proceed with the verification process. However, on August 7, Zip made an exception and provided the customer with a secure link to confirm their identity, the second part of Zip's verification process. If and once the customer successfully completes this, ********************** will promptly update our customer's account phone number to their new number.
  
  Zip has communicated this information directly to our customer, via email. Since this resolution satisfies their desired settlement, we ask that they resolve their complaint at their earliest convenience.

• Initial Complaint

  Date:08/04/2023

  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 8/4/23 I purchased a gift card via Zip for $50. The gift card was never sent to my email (or junk folder). After sending several messages through the app and contacting the customer service line, I was advised that the issue would be "looked into" with no ETA on the resolution or a refund of my money. This company is a fraud!!!

  Business Response

  Date: 08/07/2023

  Zip is sincerely sorry for the frustration our customer has experienced regarding their gift card order. Our Escalations Lead has fully reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
   
  On August 4, 2023, our customer placed an order for a ********************** gift card with Uber, for the amount of $50. Also on August 4, they contacted Zip Support via phone, reporting that they had not received their gift card activation email. On the same day, Zip Support escalated the customer's concern to ********************** internal teams for review.
   
  Upon review, Zip can confirm that our customer's gift card is still in "pending" status, as it appears there was an issue with its successful processing. This issue occurred with a number of other recent Zip gift card orders, which Zip Engineering is actively investigating with priority.
   
  Zip apologizes for the inconvenience this has caused our customer. Since the customer's gift card cannot currently be delivered, in order to provide them with a prompt resolution, on August 7, 2023, Zip refunded their order in full. Our customer will receive a refund for their $13.50 charged 1st installment in **** days.
   
  Once again, Zip is very sorry for the frustration this has caused our customer. ********************** has communicated this information directly to them, via email. Since this resolution satisfies their desired settlement, we ask that they resolve their complaint at their earliest convenience.

• Initial Complaint

  Date:08/04/2023

  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.

  Zips continues to not support my purchase. Fashion Nova did not send the correct merchandise and charged me **** to send the item back and they have still not issued the refund. Zips does not have a method to properly dispute this item as the item has been sent back to the manufacturer. Fashion Nova issued a store credit for far less than the item value and now the items are with the manufacturer, and the manufacturer is asking for pictures of the item to process a store credit. Zips needs to charge this back to Fashion Nova because they have failed to provide a return policy for sending incorrect items. Zips needs to properly be a mediator as they have handled this payment so please contact me back as soon as possible. The zip order is *************

  Business Response

  Date: 08/07/2023

  Zip is very sorry for the frustration our customer has faced regarding their Fashion Nova order. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
   
  Our customer placed their Fashion Nova order *************** on May 22, 2023. On June 13, they contacted Zip Support via phone and stated that they received incorrect items in their Fashion Nova order, and were planning to return them, but that Fashion Nova was not responding to their inquiries.
   
  On June 14, Zip promptly contacted Fashion Nova directly to learn more. Fashion Nova's Support team reported that they reached out to the customer requesting order info and a photo of the incorrect items received as well as the packing slip, but had not heard back from the customer. On June 15, ********************** communicated this to the customer via email and recommend they check their spam folder. The customer stated that they had recently replied to Fashion Nova with this information.
   
  Fashion Nova's refund policy (***********************************************) states the following:
   
  You have 30 days from the date of delivery to return your item. The majority of returns are refunded via store credit in the form of a Fashion Nova gift card. Returns are processed within 5-7 business days after your item(s) are delivered to us.
   
  While Zip fully understands our customer's frustration, unfortunately ********************** cannot override stated return policies or decisions of Zip Partner merchants, like Fashion Nova. However, on August 7, 2023, Zip reversed the late fees from the customer's two remaining outstanding installments, and as a one-time courtesy has credited them both, marking their order as "Paid off". If our customer is still unsatisfied with the store credit refund provided by Fashion Nova, and seeks a direct refund for their charged first two installments, unfortunately this must come from Fashion Nova directly.
   
  Zip has communicated this information directly to our customer via email. Since their complaint regards merchant Fashion ****'s return policy and refund decision, and Zip has done everything within its power to provide resolution for our customer, we ask that they resolve their complaint against Zip when they are able to.

• Initial Complaint

  Date:07/29/2023

  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.

  Honestly the fact that zip is forcing me to take this route utterly embarrassing (on zip part) I want to be very clear and precise about this wether Zip helps I WILL get my money back if I have to file a dispute with zip through my bank so be it. There needs to be better practices in place when merchants dont want to refund or help customers. Also Im VERY AWARE that zip doesnt issue refund please stop copying and pasting the SAME old thing if I wanted to speak with a robot or automated system then I wouldnt have filed a BBB complaint or tried to chat with a person for help- now to my issue- today I placed a same day delivery order with Sephora, Im not sure what happened but I never received the order and I immediately reached out to Sephora explaining that I hadnt received my order and initially wanted a redelivery, I was then told that Sephora doesnt do redelivery for same day delivery orders so the only option was a refund. After waiting I was then told that Sephora would not refund (meaning that even after 13 days there still wont be a refund) I then reached out to zip and was told that I had to wait 13 days for Sephora to refund me (yall clearly dont read because I started multiple times that Sephora made it clear they would the refunding me) I understood zips policy and I understood that only merchants can issue a refund but form a customer point of view why would I continue to pay for something i never received? Im hoping that zip can make a one time exception or reach out to Sephora for a refund. I want to be very clear, I DONT WANT TO DISPUTE ZIP through my bank but I will. I dont care about not being able to use zip but zip should care about loosing a customer. I want my money. I will file a bank dispute and cancel the card in which the payment are being taken from. I dont want to do this but I will. Refund me my ******* money. Or get Sephora to do it. Zip wont get any money from me.

  Business Response

  Date: 07/31/2023

  Zip is very sorry for the frustration our customer has faced regarding their Sephora order. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
   
  Our customer placed their order *************** with merchant Sephora on July 29, 2023, and on July 30, Sephora charged the Zip virtual card $177.93 for the order (see screenshot). As our customer mentions, upon her reaching out to Zip Support, agents informed her that a refund must come from merchant Sephora, as Zip simply processes refunds when they are issued by merchants. However, on July 29, a Zip agent delayed our customer's installments by a week, to provide additional time for Sephora to resolve their order issue.
   
  Per Zip's Retail Installment Contract and Terms of Service regarding returns, "If the Merchant does not provide a refund to the Zip Card equal to or greater than the amount you owe us under this Agreement, you will still be responsible for paying the remaining balance." (****************************************************************)
   
  Since Sephora is not a Zip partner merchant, Zip is unfortunately unable to mediate a resolution with them directly. However, given the frustration caused to our customer by the order issue on their end, ********************** has delayed her installments by an additional week. With the initial week of delays provided by Zip Support, the customer's remaining installments have now been delayed a total of two weeks, with their 2nd installment date set as August 26, 2023. This should provide merchant Sephora plenty of time to either refund their order, or deliver it successfully.
   
  Zip has communicated this information directly to our customer, via email. Since ********************** is not responsible for providing refunds on behalf of merchants when no refund has been issued by them, and Zip has delayed our customer's installments by two weeks to provide Sephora ample time to address their issue, we ask that they resolve their complaint at their earliest convenience.

  Customer Answer

  Date: 07/31/2023

  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:

  Im well aware that zip doesnt issue refunds but Sephora is refusing to refund me. I have no choice but to dispute the charge that was made for the first payment and cancel my card. Zip wont be able to charge the card anytime in the near future. Ive exhausted all resources in my end and both zip and Sephora have refused any type of help. I will also be filing a confined protection complaint with both Zip and Sephora. Zip needs better practices in place for customers like me 

   

   

   

   

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

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

  Business Response

  Date: 08/01/2023

  Zip is very sorry that our customer has not been able to receive proper assistance from Sephora with their order issue. As a trusted merchant, Sephora's Support team should be able to provide tracking for the customer's existing order, and if not, properly refund or re-ship it.
   
  Since Sephora is not a Zip partner merchant, Zip is unfortunately unable to mediate a resolution with them directly. As mentioned though, Zip has delayed our customer's installments by an additional week. With the initial week of delays provided by Zip Support, our customer's remaining installments have now been delayed a total of two weeks, with their 2nd installment date set as August 26, 2023. Zip hopes that this provides merchant Sephora ample time to either refund our customer's order, or re-ship it successfully.
   
  It is the customer's prerogative to dispute order installments, however, Zip would like to note that disputes have a negative impact on customer accounts and lead to system-generated purchase blocks, which must be reviewed by Zip before being removed.
   
  Since the customer's order issue is with Sephora and Zip has provided two weeks of installment delays in lieu of it not being promptly resolved, Zip asks that our customer resolve her complaint when she is able to.

• Initial Complaint

  Date:07/29/2023

  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 attempted to make a one time payment change the day before my payment was due and was blocked by the system. I had contacted them before and got no response but I got through on messages today and ****** gave me a sassy little nasty response and dismissed me. Its literally a small payment and you dont even care enough to make one adjustment without nasty customer service after I sent a screenshot showing you I tried to do the adjustment the day before not same day. **** poor company.

  Business Response

  Date: 07/31/2023

  Zip is very sorry for the frustration our customer has experienced. Our Escalations Lead has fully reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
   
  Our customer reached out to ********************** Support on July 29, 2023 reporting that the day before, July 28, they were not able to use the Zip app to delay their order's 2nd installment, which was due on July 29. Generally, customers are able to delay installments up to one day before an installment's due date. However, requests made at times near midnight may not be accepted.
   
  Zip Support informed the customer that, as of the time they reached out, on July 29, which was the date of their order's 2nd installment, they were not able to delay the customer's order in **********************'s system, and apologized for the inconvenience. Upon review, Zip's Escalations Lead has not observed any misconduct by the agent but Zip will review further to ensure any necessary coaching is provided.
   
  However, as a courtesy for the frustration our customer has experienced, on July 31, ********************** removed the late fee from their outstanding 2nd installment. Should they need to delay any installments in the future, Zip recommends they use the installment delay feature to do so earlier in the day, if the installment due date is the following day.
   
  Zip has communicated this information directly to our customer, via email. Since this resolution satisfies their desired settlement, we ask that they resolve their complaint at their earliest convenience.

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I just wanted the payment date changed. Taking off the $7 late fee doesnt help when the payment is still late. I wanted the payment changed to the 4th but the system prevented me from doing that the day before!! That is the only resolution I wanted!

   

   

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

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

  Business Response

  Date: 08/01/2023

  Zip is sorry that our customer was not able to change their installment date late the day before their order's installment.
   
  As mentioned, generally, customers are able to delay installments up to one day before an installment's due date, but requests made at times near midnight may not be accepted. Unfortunately, now that our customer's 2nd installment is past due, ********************** is not able to change its payment date, hence why as a courtesy we removed its associated late fee. In the future, Zip recommends our customer use the installment delay feature earlier in the day, if the installment due date is the following day.
   
  As an additional courtesy to our customer, on August 1, *************************** delayed their upcoming 3rd and 4th installments by one week. Since Zip is unable to change installments once their due date has passed, we hope this resolution satisfies our customer, and ask that they resolve their complaint when they are able to.

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a message from the zip services team that the account was blocked due to insufficient payment history and this is totally untrue every single payment was made on time before the due date and I believe that because they could not collect interest due to the late payments that they were expecting me to make that they have blocked the account I have complained acts for several resolutions and the only thing they're sending me is take care we don't have anything else to tell you the feedback link that I attempted to submit the back to you in a complaint was broken and blocked I need to know answers and a truthful explanation as to why the account was locked other than the payments were not made in a timely manner which I'm showing proof every single last payment was made before the due date

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. There was a discrepancy in their verification process they're trying to accuse me of fraud which at this point it doesn't matter I have my own money I don't need your services have a great day and he threatened to expose me and said that I should close the complaint or he was going to expose the account for frad he can expose me all day long zip is predatory and they have rude customer service thanks.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10, 2023 I used zippay to pay my ********************* bill, I thought that everything was processed accordingly and managed to pay the $97 plus the $4 fee total of $101 in full in 4 installments. I have used zip pay several times in the past with no issues. On June 20, 2023 I used zippay again to pay $170.83 to ********************* and also thought that everything went through and payment was successful to the merchant. 4 installment payments have been set up on my zip pay account for a total of $175.83 with the $5 fee and I have paid 2 consecutive payments as of today 7/19/23. On July 19,2023 I received an email from *********************, stating that the 2 payments listed above $97 and $170.83 had been returned and the reasons stated was that I had filed a dispute on the charges. I tried to call zip pay but there is no way to speak to a live representative so I can get the issue rectified. Finally I sent a chat and I was able to chat with 2 representative and what I was told is "Hi *******, thank you for contacting Zip.Upon checking here, there are disputes on your account.Unfortunately, at this time you are no longer eligible to use Zip due to the number of disputes you have filed for Zip installment charges." I explain to the Rep. that I swear I have never in my time using zippay have filed any disputes and there must be a mistake. Every transaction have been smooth and payments were made in full for the orders. The rep replied "Thank you for bringing this to our attention! I will forward this information to our internal team to take a closer look. You will be contacted by our internal team via email if they need additional information regards to this order or if they have the right resolution regards to this concern.We apologize for any inconvenience, and we appreciate your patience!" I explain to the rep that I am being held liable for this returned payment by ********************* and there is a freeze on my insurance account until this have been rectified and zippay can send Progressive a letter on my behalf explaining their mistake. I have paid the $101 in full to zip pay but Zippay never paid ********************* the $97. I am currently paying zippay $175.83 for ********************* but they have not rendered payment to the merchant. I feel violated, I feel like I have been stolen from. I am an honest person who is trying to pay bills and stay above water, and a good customer to *************************. There should be an investigation in this matter as I feel something is not right. I really don't care to use this company anymore, I just want a letter resolution to this matter and a refund. Zippay need to treat customers with respect and value them, especially those who are honest using your product.

  Business Response

  Date: 07/20/2023

  Zip is sorry for the frustration the system hold on our customer's account has caused them. Our Escalations Lead has fully reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  First, it is important to note that Zip does not dispute merchant charges until and unless one or more of their associated installment charges are first disputed by the customer. Disputes are either filed by the customer themself, or their bank.
  
  The customer's three most recent ********************** orders, all payments to Progressive (************** ************* and *************), placed in March, April and June 2023 respectively, all have disputed installments with the listed reason "fraudulent", which were filed on July 13 and 14, 2023 (see screenshots).
  
  Only once these disputes were filed on July 13 and 14, 2023, did Zip's system initiate disputes with the merchant charges on July 17 (see screenshot). Zip advises that our customer speak to their bank to determine why these disputes were filed. If our customer did not file disputes themself for these Zip installment charges, then they were filed by their bank, potentially by mistake or perhaps due to a dispute they filed for a separate non-Zip charge on or around July 13 or 14. Regardless, these disputes were not initiated by Zip.
  
  Since these Progressive merchant charges are now disputed and will be returned to Zip, on July 20, Zip refunded the customer's three orders and accepted the disputes filed against each. The customer should receive refunds for their charged installments in **** days.
  
  In the event that the customer or her bank file a dispute again for Zip order installment charges in the future, Zip will not be able to remove the resulting system hold again. Zip apologizes for the confusion our customer has experienced due to these disputes, and again advises they speak with their bank to learn why they were filed.
  
  Zip has communicated this information directly to our customer, via email. Since this resolution satisfies their desired settlement, we ask that they resolve their complaint at their earliest convenience.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************