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:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order with Zip on 4/18/2025 in the amont of $264.00. I selected the 8 payment plan option and that brought my payments to $34 each for 8 payments. Once my order finalized. I was sent a email statign that my order total was $424.00, my payment plan was 4 payments due of $106 which was completely incorrect. I reached out to customer service and she was unable to correct my order and stated that she would escalate my issue to a supervisor. She also acted as if I selected the 4 payment plan option by mistake ( which I did not) I know exactly what I was agreeing to and selecting). A supervisor never called me back. Zip deducted the amount of $106 instantly depsite me agreeing to the $34 upfront payment. Reached out to customer service again and even filed a official complaint with Zip. ***** ever reached out to me to fi this. My order has arrived and everything. My zip account is still showing incorrect information and showing my next payment is due May 1 $106. INCORRECT. Please help me since Zip is not responding.

  Business Response

  Date: 05/09/2025

  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 April 18th, the customer reached out after placing an order, expressing concern that the purchase amount displayed incorrectly as $418, instead of the correct total of $264.73. They explained they had selected an 8-installment payment plan, where the initial installment should have been $34; however, Zip deducted $106 from their account instead. The customer requested to speak with a supervisor, and our agent told them this issue would be escalated.
  On April 22nd, the customer followed up with **********************, seeking an update on the discrepancy with their order.
  On May 1st, our agent provided the customer with a detailed breakdown of the order and explained that an adjustment had been applied on April 28th, completely reducing the fourth installment and reducing the third installment to $57.23. The customer reiterated that they had originally chosen an 8-installment payment plan, not the 4-installment option. They pointed out that the first installment should have been $34, not $106. Our agent apologized for the inconvenience caused and advised the customer that changing the selected payment plan is unfortunately not possible at this time.
  Zip sincerely apologizes for any frustration and confusion caused by this situation. To provide clarity, we have reviewed Order #************* and confirmed it was processed using the virtual card ending in ****. This card was initially created on April 15th, with a requested amount of $418 under a Pay-in-Four installment plan. However, when attempting to use this card through ******, the transaction was declined.
  On April 18th, a new virtual card ending in **** was generated for a requested amount of $264.76 under a Pay-in-Eight installment plan. Despite creating this new card, it appears that the original card details ending in **** were copied and used during checkout at the merchant, ** ********* resulting in the creation of a Pay-in-Four installment plan for the order. An adjustment of $153.27 was applied on April 28th and $62.40 was applied on May 3rd, in total an adjustment of $215.67 has been applied to the order. This adjustment fully reduced the balance for installments 3 and 4 and partially covers installment 2. The remaining balance of installment 2 is $99.23, which is due on May 9th. Once this installment is paid, the loan will be completely satisfied.
  When using our app for purchases, a virtual card can be generated and will remain active for 13 days. To ensure your transaction processes smoothly, it's very important to double-check and confirm that the correct card details are being used when placing the order. This will help avoid any issues or delays.
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.

  Customer Answer

  Date: 05/09/2025

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

  [Your Answer Here]

   The price adjustment had nothing to do with zip. I received a price adjustment from the merchant due to my items going on sale. Zip still failed to properly assist me and make the proper adjustments to my payment plan. 

   

   

   

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

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

  Business Response

  Date: 06/02/2025

  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 April 18th, the customer reached out after placing their order, noting that the purchase amount displayed incorrectly as $418 instead of the expected total of $264.73. They explained they had opted for an 8-installment payment plan, with an anticipated first installment of $34. However, Zip deducted $106 from their account. The customer requested to speak with a supervisor, and our agent confirmed that the matter would be escalated for further review.  
  The customer followed up on April 22nd seeking an update regarding the discrepancy. On May 1st, our agent responded with a detailed breakdown, explaining that an adjustment had been applied on April 28th, which fully removed the fourth installment and reduced the third installment to $57.23. The customer reiterated that their original selection was an 8-installment plan, not a 4-installment plan, and emphasized that the first payment should have been $34. Our agent apologized for the inconvenience and clarified that it is not currently possible to change the selected payment plan after the transaction has been processed.  
  Zip apologizes for the confusion and any frustration this situation has caused. Upon reviewing the order, we confirmed it was processed using the virtual card ending in ****. This card was initially created on April 15th for $418 under a Pay-in-Four installment plan. However, the transaction attempt using this card through ****** was declined. On April 18th, a new virtual card ending in **** was created for the correct amount of $264.76 under a Pay-in-Eight installment plan. Despite the creation of this updated card, it appears that the original card details ending in **** were inadvertently used at checkout with the merchant, ** ********* which resulted in the order being processed under the Pay-in-Four installment plan.  
  Zip can confirm that three refunds were received: $153.27 on April 28th, $62.40 on May 3rd, and $22.99 on May 17th, totaling $238.66. These refunds were applied to the loan as follows: 
  Installment #4 was fully reduced by $106.00 
  Installment #3 was fully reduced by $106.00 
  Installment #2 received a partial reduction of $6.67, and a refund of $22.99 was issued to the card ending in ****  
  As Zip operates solely as the payment provider, we process refunds once they have been submitted by the merchant. For clarity, refunds are first applied to any remaining unpaid installments. If the refund amount exceeds the outstanding balance, the remaining funds are then returned to the original payment method. We sincerely apologize for any confusion this process may have caused and appreciate the customer's patience and understanding as 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:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zip allowed someone that wasn't me to change my email and phone number on my account, they made a purchase on ******* , after I noticed I contacted zip customer service to inform them of the situation, they said they were going to investigate , I provided them my ID and selfie in order to verify it was me and my information was changed back to me, now i received a message on my zip app saying they are not allowing me to use the zip again after being a customer for so many years for something that wasn't even my fault, I don't thing it's fair at all, I changed my email password and also took extra precautions to ensure that my information is protected and they still won't allow me to continue using my zip account

  Business Response

  Date: 05/16/2025

  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 April 18th, the customer reached out to ********************** regarding an unrecognized purchase. Zip customer service advised that the matter would be escalated to our internal team for a thorough investigation.  
  Later that same day, the customer contacted ********************** again, alleging that their Zip account had been compromised. They stated unauthorized changes had been made to their email address and phone number, along with an unauthorized purchase. Zip customer service again advised  the customer that this issue would also be escalated to our internal team for immediate review.  
  The customer reached out once more regarding the account. ********************** customer service worked with the customer to re-verify their identity and update the phone number on their account. 
  On April 22nd and April 23rd, Zip customer service requested additional information from the customer to enable further investigation of the dispute. Over the next several days, Zip customer service worked with the customer to (1) refund the unrecognized purchase; (2) correct customers account information; and (3) restore customers access to the account. This was completed in a series of contacts with the customer on April 23rd, May 1st, and May 2nd. 
  Finally, on May 2nd, Zip customer service reached out and advised the customer that after a detailed review by our internal team, it was concluded that there were no further signs of suspicious activity on the account. The team recommended the customer strengthen their account security by updating their password. 
  Zip would like to sincerely apologize for the frustration caused by this situation. This situation has been escalated to Zips security team for further review. To protect the confidentiality of the investigation, further details may be shared directly with the customer if required. Account security and customer privacy remain very important to us. Zip can confirm that the block has now been successfully removed from the customers account. The customer will be able to access their account normally and can continue to use Zips product without any further issues. We sincerely appreciate their patience and understanding during this time. 
  We trust this response explains and resolves this 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:04/22/2025

  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.

  I reached out to Zip early this month about changing my phone number ********** to **********.O called serval times about that and finally a week later it changed to my number.I had to send my ID ************ and then they told me about a order that I placed with Ruggin Muffin on October 2024.I never received the item and I contacted my bank about that October 2024 and I got the funds back.I was told from Zip that the account was disputed as fraud and I won the dispute and that the account will stay closed.I did a dispute for Ruggin Muffin because I didnt receive the item a $60 charge.I like for my account number to be changed and I like to have access to my Zip account.I also spoke with someone today

  Business Response

  Date: 05/06/2025

  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 April 7th, the customer contacted us to update their phone number. The agent identified multiple accounts associated with the same email or phone number, causing account issues, and informed the customer that this situation would be escalated for further review.  
  On April 14th, the customer called back to follow up on their phone number update. The agent promptly sent a verification link, and upon completion, successfully updated the phone number.  
  On April 15th, the customer called again to inquire about gaining access to their account. The agent confirmed that the issue had been escalated and was actively under review.  
  On April 17th, the customer followed up once more regarding account access. An agent informed the customer that there had been a dispute filed for fraudulent activities, which was resolved in their favor, and the disputed funds had been returned to them. However, due to the nature of the dispute and to prevent any future unauthorized charges, the account would remain blocked.  
  On April 19th, the customer again requested assistance in regaining account access and asked to speak with a supervisor. The agent assured them that this request would be escalated, and a supervisor would reach out via email.  
  On April 22nd, an agent communicated with the customer, reiterating that the account block would remain in place to safeguard against future unauthorized charges, given the previous successful dispute resolution.  
  Zip sincerely apologizes for any frustration you've experienced due to this situation. Our top priority is ensuring the security and protection of our customers' accounts. Therefore, **********************'s policy for updating account information requires thorough verification to accurately identify individuals making such requests. Often, this involves customers providing additional verification details to securely confirm their identity. 
  Zip would like to confirm that the two payments of $19.51 each, disputed as fraudulent on February 5th, were resolved in your favor. The disputes were lost by Zip, and as a result, your bank has returned these funds to your account. Regarding access to your Zip account, to maintain the highest standards of security and protect all our customers, your account will remain blocked due to the previous disputes involving reported fraudulent activity. Zip would also like to reference Section 2.1.1 of our Terms of Service, which states: "Zip may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with the Service in Zips sole discretion at any time for any reason without notice to you" ( **********************************************************).  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 05/07/2025

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

  [Your Answer Here]

   

  I didnt dispute anything as fraud I told my bank that I didnt receive my package  October 2024.I made another purchase with Zip after that in December.I reached out about the issue to my bank concerning the package wasnt *********** wasnt fraud it was a dispute.I had **** with Zip told me a manager would reach out I didnt get a call or email from Zip at all.i change my number a simple process that took a whole week from Zio & then I couldnt get in the account I didnt get a notice or anything from Zip about my account concerning fraud.I found out about this by requesting to have my number updated with Zip.I disputed the transaction with my bank because I didnt receive the package.The merchant should have gave Zip funds back since I got mines returned due to me not revealing my package.I disputed that with my bank.

   

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

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

  Business Response

  Date: 05/22/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  
  On April 7th, the customer contacted us to update their phone number. The agent identified multiple accounts associated with the same email or phone number, causing account issues, and informed the customer that this situation would be escalated for further review.  
  
  On April 14th, the customer called back to follow up on their phone number update. The agent promptly sent a verification link, and upon completion, successfully updated the phone number.  
  
  On April 15th, the customer called again to inquire about gaining access to their account. The agent confirmed that the issue had been escalated and was actively under review.  
  
  On April 17th, the customer followed up once more regarding account access. An agent informed the customer that there had been a dispute filed for fraudulent activities, which was resolved in their favor, and the disputed funds had been returned to them. However, due to the nature of the dispute and to prevent any future unauthorized charges, the account would remain blocked.  
  
  On April 19th, the customer again requested assistance in regaining account access and asked to speak with a supervisor. The agent assured them that this request would be escalated, and a supervisor would reach out via email.  
  
  On April 22nd, an agent communicated with the customer, reiterating that the account block would remain in place to safeguard against future unauthorized charges, given the previous successful dispute resolution.  
  
  Zip sincerely apologizes for any frustration you've experienced due to this situation. Our top priority is ensuring the security and protection of our customers' accounts. Therefore, **********************'s policy for updating account information requires thorough verification to accurately identify individuals making such requests. Often, this involves customers providing additional verification details to securely confirm their identity. 
  
  Zip would like to confirm that the two payments of $19.51 each, disputed as fraudulent on February 5th, were resolved in your favor. The disputes were lost by Zip, and as a result, your bank has returned these funds to your account. Regarding access to your Zip account, to maintain the highest standards of security and protect all our customers, your account will remain blocked due to the previous disputes involving reported fraudulent activity. Zip would also like to reference Section 2.1.1 of our Terms of Service, which states: "Zip may close, suspend, restrict, or limit your account and/or your use of or ability to transact in connection with the Service in Zips sole discretion at any time for any reason without notice to you" ( **********************************************************).  
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/22/2025

  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.

  Hello, I went into Gamestop on 4/11/25, the address is ***************************************************************. Phone number: ***************. ******* was the cashier and is willing to witness to the situation if needed. I tried to buy an item for 694$ with my zip card. The transaction was declined at gamestop but my zip card was still charged. I contacted zip and asked for a refund sense I was charged for an item I never recieved. They told me to talk to gamestop about issuing the refund. I talked to gamestop in person and to their support phone number. They both told me it wouId be on zip to issue the refund. I tried going through zip and they have refused to issue me a refund. All I want is a refund nothing else. If you need anymore provided info I wouId be happy to help. I will note in one of my screenshots it says "refund pending" but that's a temporary hold until gamestop issues the refund, which gamestop told me they can't issue a refund for an item that was never paid for. So I believe this is on zips end. I appreciate the help and thank you.

  Customer Answer

  Date: 04/24/2025

  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:04/21/2025

  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 was making a purchase using the zip app which splits payments into 4. Somehow that triggered a hold on my account. They sent something through the app for me to verify my identity but when I get to the end of that process the app breakdown. Then gives me a message that says the internet isnt connected. They submitted a ticket and finally after 2 weeks someone responded telling me that the hold was removed and to verify to the app. Now even I try to do that the app says the link is expired. I dont have full use of the site and they want me to make my payments on time in full but not threw the app and its hard for me to see the details from the purchases I made, my purchase power, and what stores they are accepted at. Its prom season so I dont have a lot of time left to get her items through the app. These are the 1ticket number- ******** which is supposed to be resolved and fixed the issue Then today she gave me the same ticket number ******** for todays issue even though Ive already had this ticket number previously and the issue was supposed to be resolved

  Business Response

  Date: 05/06/2025

  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 April 9th, the customer reached out because they were experiencing difficulties accessing their account. They provided a screenshot indicating a possible internet connection issue. Our agent shared troubleshooting steps to assist, but the customer mentioned she had already tried all suggested methods. The agent advised the customer that the issue would be escalated for further review. 
  On April 21st, the customer followed up again regarding their account access issue. Our agent responded by sending a verification link, guiding the customer on uploading the required verification documents.  
  On April 22nd, an agent confirmed that the customer's verification was successfully processed, and the hold on their account was lifted. The customer then confirmed that she could now access her account without issue and could view all information as expected.  
  Zip sincerely apologizes for the extended time it took for you to receive the necessary verification link. We understand this delay does not reflect the high level of service we strive to provide our customers. Occasionally, our system may place a temporary block on accounts as an added measure of security, prompting further verification to ensure your account remains safe. We can confirm there is currently no hold on your account, and you now have full access. We appreciate your patience and understanding during this process.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, zip charged me two late fees on 4/20/25 and according to their website informed they would waive the late fees, they are refusing to do so, claiming at first they were removed but I was still charged for them and then when I called the number; they informed it was applied to my loan amount in which I see that isnt true. Zip is refusing to refund me as stated and claiming it never happened

  Business Response

  Date: 05/06/2025

  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 April 20th, the customer contacted us regarding late fees they believed needed to be waived for orders ************* and *************. Our agent confirmed that these late fees were waived.  
  On April 21st, the customer reached out again, requesting the waiver of late fees for orders ************* and *************. The agent explained that no late fees existed for order ************** **** customer requested to escalate the matter to a manager, submitting a screenshot twice showing a past-due payment email related to order *************. The customer expressed intentions to file a ********************** complaint. The agent reiterated that there were no late fees associated with order ************* and confirmed the waiver of late fees for order *************. However, the customer maintained that they had been charged late fees for both orders. 
  On April 22nd, another agent reached out to confirm that the late fee for order ************* had been refunded. The customer responded that two late fees should have been refunded and indicated they had already filed a complaint with the BBB.  
  On April 23rd, the customer provided another screenshot showing a past-due payment notification for order *************. Our agent confirmed that the late fee for order ************* had already been refunded and verified a total of $14 had been refunded across the two orders. 
  On April 25th, the customer emailed us stating that they had received only one refund of $7, whereas they expected a total refund amount of $14. 
  Zip would like to confirm that the late fees have been reversed as requested. For Order #*************, installment #5 was originally due on April 19th but did not successfully process until April 21st, resulting in a $7 late fee. As a courtesy, this fee has been waived, and the $7 has been applied as a balance reduction toward installment #8.  
  For Order #*************, installment #4 was also due on April 19th and processed on April 21st, resulting in a $7 late fee, which has been waived as a courtesy as well. This amount has been refunded directly to your card ending in ****. 
  Lastly, regarding Order #*************, no late fees have been assessed. Please note, the next installment for this order is due on May 16th, 2025. 
  We hope this information clears up any confusion regarding the courtesy reversals of the late fees. Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.

• Initial Complaint

  Date:04/15/2025

  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 initially had an issue with 4 transactions made through Zip. I was working with a supervisor ********* ******* in November 2023 to have it resolved. He stop responding to my issue and I had just had a baby so I was overwhelmed and let it go. I recently received 4 emails regarding the refunds on April 8th 2025. I partnered with Zip about the bank accounts that were used in 2023 are no longer active. The first 2 ***s escalated the issue and advised me I would receive an email from a supervisor by April 10 th, which I never received. I called back on April 15th and was told I needed to provide the *** number to my bank ****************. I decided to call them with Zip on the phone. ***** Fargo explained that since my account was closed it would be sent back to Zip. The Zip *** then stated they needed proof of this. I explained they just sent me notice of the refund last week on April 8th 2025 and this issue was from 2023. Which is proof I never received it. They have sent another escalation, but I have low hopes it will be resolved. I'm partnering with BBB in an attempt to receive my money back.

  Business Response

  Date: 05/01/2025

  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 November 16th, 2023, the customer contacted us after noticing her secondary card was charged when the automatic payment could not be processed through her primary payment method. The agent advised that the matter would be escalated for further review.  
  On November 21st, 2023, an agent followed up with the customer, explaining that there were four orders with pending disputed charges. The customer expressed that she had additional concerns regarding the payments and requested a call from a representative to discuss them further.  
  On November 22nd, 2023, the customer called in again to address the disputes on her account. The agent informed her that the account had been blocked due to receiving six disputes. The customer requested a call back from a supervisor to further discuss her concerns.  
  On November 27th, 2023, an agent advised the customer to contact her bank to reverse the disputes and asked her to send any supporting documentation that could assist with resolving the matter. The customer reiterated her request for a call from a Zip representative.  
  On April 8th, 2025, the customer reached out regarding a refund for Order #************** which was being sent back to a card she no longer possessed. The agent incorrectly advised that if the refund was unsuccessful, Zip would then contact her to provide a new payment method. Zip sincerely apologizes for the mis-information, refunds can only be applied to the original card on file. The customer requested to speak to a supervisor; however, the agent informed her that while they could escalate the request, there was no one else immediately available to speak with her.  
  Later that same day, the customer called again regarding the refund being sent to a non-valid card. The agent advised that the matter had already been escalated and requested the customer to wait for the internal team to reach out. 
  On April 15th, 2025, the customer called to follow up on the status of the refund. The agent provided the customer with the *** (Acquirer Reference Number) information to assist with tracking the refund. The customer contacted **************** and provided the *** numbers, the customer was informed that nothing could be located using that information. 
  On April 23rd, 2025, an agent reached out to explain that refunds can only be sent back to the original card used for the payment. The customer was advised to contact her card company directly for further assistance and was offered a receipt confirming the refund.  
  On April 25th, 2025, an agent contacted the customer again to advise that, since we cannot route refunds to a different card or account, we could instead issue the refund via check. The customer was asked to confirm her mailing address so the check could be sent.  
  Zip sincerely apologizes for any confusion and frustration you've experienced throughout this process. We acknowledge there have been significant delays and miscommunications from our side, and we sincerely apologize that your initial issue was not resolved promptly. To clarify the current situation, refunds are processed directly to the original payment method, however, we understand that the bank account associated with these transactions is no longer active. We have arranged to issue your refund via check to expedite the resolution. To move forward swiftly, we encourage the customer to please reply to our recent communication confirming their current mailing address. Once we receive this confirmation, we will process the refund. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 05/02/2025

  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.
  I also sent Zip escalation manager ********* my mailing address of **********************************
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

  Customer Answer

  Date: 06/17/2025

  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:
  
  I previously received an email from Zip on May 12th from escalation manager,  Anastasia, explaining I would receive my refund of 129.51 in the form of a check. I requested an ETA never received one. I then followed up on June 4th never received a response. I called today and spoke with Indica who then advised me she saw the email and my follow-up, but did not show the check was issued yet. I explained to her this issue has been going on over 2 years and requested a manager. She insisted one would have to respond via email. I'm simply requesting they honor their word and reimburse my funds. I'm not sure how this is still an issue after they sent me email confirmation. I have included a screenshot of the last email I received from escalation manager, Anastasia.
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** ******
  
  

  Business Response

  Date: 06/26/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On November 16th, 2023, the customer contacted us after noticing her secondary card was charged when the automatic payment could not be processed through her primary payment method. The agent advised that the matter would be escalated for further review.  
  On November 21st, 2023, an agent followed up with the customer, explaining that there were four orders with pending disputed charges. The customer expressed that she had additional concerns regarding the payments and requested a call from a representative to discuss them further.  
  On November 22nd, 2023, the customer called in again to address the disputes on her account. The agent informed her that the account had been blocked due to receiving six disputes. The customer requested a call back from a supervisor to further discuss her concerns.  
  On November 27th, 2023, an agent advised the customer to contact her bank to reverse the disputes and asked her to send any supporting documentation that could assist with resolving the matter. The customer reiterated her request for a call from a Zip representative. 
  On April 8th, 2025, the customer reached out regarding a refund for Order #************** which was being sent back to a card she no longer possessed. The agent incorrectly advised that if the refund was unsuccessful, Zip would then contact her to provide a new payment method. Zip sincerely apologizes for the mis-information, refunds can only be applied to the original card on file. The customer requested to speak to a supervisor; however, the agent informed her that while they could escalate the request, there was no one else immediately available to speak with her.  
  Later that same day, the customer called again regarding the refund being sent to a non-valid card. The agent advised that the matter had already been escalated and requested the customer to wait for the internal team to reach out.  
  On April 15th, 2025, the customer called to follow up on the status of the refund. The agent provided the customer with the ARN (Acquirer Reference Number) information to assist with tracking the refund. The customer contacted Wells Fargo and provided the ARN numbers, the customer was informed that nothing could be located using that information.  
  On April 23rd, 2025, an agent reached out to explain that refunds can only be sent back to the original card used for the payment. The customer was advised to contact her card company directly for further assistance and was offered a receipt confirming the refund.  
  On April 25th, 2025, an agent contacted the customer again to advise that, since we cannot route refunds to a different card or account, we could instead issue the refund via check. The customer was asked to confirm her mailing address so the check could be sent.  
  On April 30th, the customer confirmed their current mailing address. On May 12th, the agent advised that the address had been received and the request was sent to our finance team to have a check in the amount of $129.51 mailed. On May 13th, the customer inquired about the estimated arrival date for the check. The customer followed up again on June 4th to confirm when the check would be mailed and to request an ETA. On June 12th, the customer called in once more seeking an update, and the agent informed them that the matter had been escalated and provided the ticket details. On June 23rd, the agent reached out to confirm that the check was mailed on June 16th, with an estimated delivery date of June 23rd.  
  Zip sincerely apologises for the confusion and frustration the customer has experienced throughout this process. We acknowledge there have been significant delays and miscommunications on our part, and we deeply regret that the initial issue was not resolved in a timely manner. We can confirm that a check for $129.51 was issued on June 16th, with an estimated delivery date of June 23rd. If the customer does not receive the check, we kindly ask that they reach out to Zip directly for further assistance.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Ongoing Issue with Virtual Card, Platform Bug, and Poor Customer Support Dear ********************** Support,I am writing to formally file a complaint regarding an unresolved issue with adding my virtual card to Apple Wallet, which appears to be due to a bug on your end, as well as the ongoing failure of your customer service team to provide any meaningful assistance.Since April 6th, I have contacted Zip support multiple times because my virtual card continues to generate the same number and cannot be added to Apple Wallet. After speaking with several representativesone of whom even hung up on *** was repeatedly told the same ineffective steps and that I had to wait for an email response. Despite filing a formal complaint with Zip, I received no initial reply, and only on April 11th was my issue finally escalated to the proper support team.When Zip finally responded, they simply repeated the same troubleshooting steps that had already proven ineffective and failed to address the core issue. It is clear at this point that the problem stems from a technical bug on your end, yet instead of acknowledging or actively resolving it, I was told yet again that more time would be neededafter I had already given ample time and patience.This unresolved issue has caused me significant inconvenience on two separate occasions when I attempted to make in-store purchases. I have upheld my responsibility by paying all of my dues on time and remaining a loyal customer. I do not appreciate how dismissive, repetitive, and ineffective your support team has been during this time.I am requesting the following:A formal apology for the poor service and delays Immediate resolution of the virtual card bug A commitment to better, more responsive customer service moving forward perks The lack of urgency and accountability on your part is unacceptable. I expect prompt and serious attention to this matter.Sincerely,[*************************]

  Business Response

  Date: 04/30/2025

  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 April 4th, the customer reached out regarding an issue with adding a card to Apple Pay. She explained that when creating a virtual card, it was not successfully adding to her Apple Wallet and provided a screenshot showing the message, "Card not added, contact your card issuer for more information." The agent informed the customer that virtual cards cannot be added to ***** Pay, but in-store cards can, and recommended that she create an in-store card instead. The customer confirmed she attempted this but was still unable to add it. After reviewing the card details, the agent noted the card appeared to be expired and asked the customer to create a new one. However, the customer clarified that the card had just been created and should not be expired. The agent then provided detailed steps to create an in-store card. The customer followed the instructions, sent a screenshot showing the newly created in-store card, and the attempt to add it to Apple Wallet. At that point, the agent advised the matter would be escalated for further review.  
  On April 9th, the customer called in seeking assistance with creating a new virtual card. The agent walked her through troubleshooting steps, including how to create and cancel a virtual card. **** customer was still unable to add the card to Apple Pay. The agent advised that the issue would be escalated for further investigation.  
  On April 11th, the customer emailed again about the ongoing issue, noting that the same card number was being generated for all virtual cards. An agent contacted the customer and instructed her to cancel the ********************** virtual card through the customer portal. The customer reported that the problem persisted and sent another screenshot showing the "Card not added" error message.  
  On April 12th, an agent sent instructions for how to add a card to Apple Wallet after creating a purchase request. The customer followed the instructions but continued to encounter the same error. The agent informed her that the issue would be investigated further.  
  On April 15th, the customer called to follow up on the investigation. She mentioned she had contacted ***** directly and was informed there were no issues on their end. The agent assured her the issue would be escalated once again for further review.  
  On April 24th, an agent reached out to the customer to see if she was still experiencing the issue. The customer confirmed it was ongoing and provided another screenshot showing the error. The agent verified that the customer had contacted her financial institution and was informed that the problem was on Zips end. The agent apologized for the continued inconvenience and assured the customer that the matter would be investigated further.  
  On April 25th, the agent requested the customer to provide detailed information about the exact steps they were following when attempting to generate the card and add it to their Apple Wallet. Additionally, the agent sought confirmation from the customer to verify whether they were experiencing any difficulties adding non-Zip cards to their Apple Wallet, in order to better isolate and understand the source of the problem. 
  Zip sincerely apologizes for the frustration you've experienced regarding this situation. We'd like to confirm that the troubleshooting steps provided by our previous agents are essential initial measures we follow to address common issues before escalating for further review. Based on our investigation, our system indicates that the error the customer is experiencing likely originates from their phone provider. While we're unable to pinpoint the exact cause within the current app version, we strongly recommend updating to the latest version, which will be available next week. Once updated, please attempt the process again. If the issue persists, we'll have more detailed insights to assist further in resolving it promptly. We genuinely appreciate your patience and cooperation as we work to resolve this 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:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zip has taken money out of my account several times, and I have never used zip. I had never even heard of Zip until I noticed the money coming out of my account. I tried reaching out to the company and they refuse to give me my money stating I gave someone permission to use my account. I have never given anyone permission to set up an account with ********************** using my bank information. Listed below is the dates and amounts that were taken out. 10/23- $23 11/6-$23 11/8-$14.69 11/20-$23 11/21-$14.70 11/25- $16.12 12/5-$14.70 12/9-$12.36 12/12-$51

  Business Response

  Date: 04/30/2025

  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 February 20th, an individual contacted Zip regarding transactions being processed through their bank account that they did not recognize. They stated they have never used Zip and do not have a Zip account. An agent requested screenshots of the charges, which the individual provided via email. The matter was then escalated for further review.  
  
  On February 25th, the individual followed up seeking an update.  
  
  On March 9th, an agent requested a card statement displaying the last four digits of the payment card, the name on the account, the amount, date, item line description, and the billing address registered, to assist with the investigation.  
  
  On March 12th, the individual advised they no longer had access to the card and were unable to provide the card number, but would send through bank statements showing the disputed transactions.  
  
  On March 25th, an agent reiterated the request for a complete PDF of the card statement containing the necessary details to proceed with the investigation.  
  
  On April 8th, the individual called for an update and was again asked to send a copy of the transactions from their card statement. They responded by sending screenshots of all the relevant charges from their bank account. 
  
  On April 13th, an agent informed the individual that the claim had been reviewed. Based on the evidence collected, it was determined that the transactions were likely made by a member of the household or someone known to them. As a result, the investigation was closed. The individual disputed this outcome, stating that no one else has access to their account.  
  
  Zip would like to sincerely apologize for the frustration and concern this experience has caused. We would also like to confirm that the individual who reached out does not have an active account with **********************. As part of our investigation, we thoroughly reviewed all information and documentation provided. The charges in question have been linked to a Zip account that, based on the evidence available, appears to have been created and used by someone likely known to the individualsuch as a member of the household or an acquaintance. While we understand this may not be the outcome they were hoping for, we assure you that our assessment was made with great care and in line with our commitment to consumer protection and privacy. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 04/30/2025

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

  [Your Answer Here]

  I do and have never had an account with **********************, so how can I be charged for something someone else done. Im requesting my money be put back into my account. 

   

   

   

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

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

• Initial Complaint

  Date:04/11/2025

  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 am filing a complaint against Zip, formerly known as QuadPay, due to their refusal to refund me after I accidentally overpaid an installment.The issue began when I attempted to pay an overdue installment through the app. Instead of allowing me to pay the single overdue installment, the app charged me for the full remaining balance. As soon as I noticed this, I immediately contacted Zip to request a refund for the overpayment.I reached out to them about this situation on April 9, 2025, and provided clear proof that I had overpaid. Despite this, Zip informed me that they were unable to issue a refund. I then asked them to direct me to the specific policy in their terms and conditions that states refunds cannot be issued in such situations. They refused to do so. I took it upon myself to read through the entire terms and conditions, and I found no mention of a policy that prohibits refunds for overpayments on installments.When I pointed this out and accused the company of misrepresenting their policies, each representative I spoke to stopped responding. I find this behavior to be extremely unprofessional and indicative of deceptive business practices.I am requesting a refund for the amount I overpaid and would like this matter investigated further. Consumers deserve transparency, and companies like Zip should be held accountable for dishonest practices.

  Business Response

  Date: 04/22/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  
  On April 10th, the customer contacted us regarding a return for Order #************** Our agent informed the customer that the second installment was due on April 9th, which is also the date our system reflects the return was reported. The agent offered to push the third installment out by 14 days, which the customer accepted. During the conversation, the customer mentioned that they had attempted to request a payment date change on April 8th, ahead of the April 9th due date. The agent explained that our system shows the return was reported on April 9th and there was no payment date change processed. 
  
  The agent invited the customer to provide a screenshot to support their claim of reporting the return on April 8th. The customer stated they submitted the return around 7 PM on April 8th but did not have a screenshot to verify that. They also questioned why our system would reflect the return as being reported on April 9th if it was submitted the night before. The agent reiterated that our system records show the return was officially registered on April 9th and, as such, a payment date change could not have been applied when the installment was due on the same day.  When the customer requested to speak with a different agent, they were informed that chat transfers are not possible, but they were welcome to start a new chat session. Following this, the customer sent multiple offensive messages. 
  
  Zip would like to confirm that our system received the customer's return notification on April 9th, which was also the due date for Installment 2. A manual payment covering Installments 2, 3, and 4 was received on April 10th. At this time, Zip has not received a refund from the merchant. As the payment processor, Zip depends on the merchant to initiate and process any applicable refunds, which are then applied to the order and returned to the customer accordingly. If the customer has any documentation or evidence showing that a refund was expected or promised by the merchant, we encourage them to reach out to us directly so we can review the details further. 
  
  Zip would like to confirm that customers are welcome to prepay their balance at any time without incurring any penalties. Making payments on installments that are not yet due is not considered an overpayment, but rather an early payment. As such, we do not issue refunds for early installment payments unless an error has occurred. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.