Complaints

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

• Initial Complaint

  Date:06/22/2025

  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.

  In June 2025, I contacted Zip (formerly Quadpay) because I owed $143.81 and was facing serious financial hardship. I offered to pay $20 every two weeks, but they refused. They do not offer hardship plans, refused to work with me, and said the account would go to collections, which could hurt my credit. I asked for a payment plan or even a due date extension, and they still denied help. I am trying to do the right thing and pay what I owe, but Zip gave me no option to avoid long-term damage. This feels unfair, especially over a small balance. I am asking BBB to help them agree to a short payment plan, stop any negative credit reporting, and waive late fees.

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:
  
   Hi,
  I am currently resolving the issue directly with Zip and would like to mark this complaint as resolved. Thank you to the BBB for your support and assistance.
  
  
  Complaint ID: #********
  
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:06/21/2025

  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.

  Ordered Crocs (Order #*********) via ZIP on 6/10/2025. *** marked delivered 6/12/2025, but package never arrived. Crocs initially agreed to refund, then reversed stance without explanation. ZIP repeatedly assured me on 6/166/19 that the merchant had reversed the charge. After five agents and conflicting statements, another agent I was transferred to confirmed on 6/19 that no reversal exists and that I remain liable for future installments. I've tried my hardest working this out with Crocs, but after they lied about processing a refund (which I provided screenshots of to Zip), they've been refusing to help. I've been a longtime member of Zip; I always make my payments on time and try to resolve any issues on my own, but this has been incredibly disappointing. There's essentially zero buyer's protection on their end (which isn't something you want to see as a customer), and there absolutely needs to be. If I had made the full purchase with my bank, I would've disputed and they absolutely would have had my back and provided my funds the same ****** irritation is more with Crocs regarding this, but they're refusing to respond anymore and I have no other help in getting my funds back, other than trying this and disputing with my banks. I've also gone ahead and opened a complaint with the ****.

  Customer Answer

  Date: 06/23/2025

  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:06/21/2025

  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.

  Subject: Urgent Complaint Regarding Fraudulent Transaction and Lack of Merchant Response CC: BBB From: ****** ********** Date: June 12, 2025 at 11:13 CST Dear Zip Support Team, I am writing to formally express my frustration and disappointment regarding the unresolved issue with the merchant ******* Despite numerous attempts to contact both ****** and Zip regarding the fraudulent nature of this transaction, I have yet to receive a satisfactory resolution. The merchant ****** has failed to provide the product as advertised and has refused to issue a return label or refund, leaving me in a difficult financial position. Additionally, Zip has continued to insist on payment for this order, despite clear evidence of deceptive practices by ******* As a payment service, Zip bears responsibility in ensuring consumer protection against fraudulent transactions. Your continued insistence on payment without addressing my concerns suggests a lack of accountability in safeguarding your customers from deceptive merchants. I have disputed this charge with my bank due to the merchants failure to honor basic consumer rights. Furthermore, I am escalating this matter to the Better Business Bureau (BBB) to formally document this issue and seek further intervention. I demand that Zip take immediate action to: 1. **** any further payment requests related to ****** until a full investigation is conducted. 2. Demand that ****** provide a return label and issue a full refund. 3. Review ******s standing as a Zip-supported merchant to prevent other consumers from falling victim to similar fraudulent practices. Failure to resolve this issue promptly will result in further escalations, including filing complaints with consumer protection agencies and sharing my experience publicly to warn others. I expect a prompt response with a resolution to this matter. Please confirm receipt of this email and outline the steps Zip will take to address my concerns.

  Business Response

  Date: 06/30/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  
  The customer first contacted us on May 14th to report that the merchant had not provided any shipping updates despite advertising 24-hour delivery. She noted the tracking information appeared stagnant and that she was unable to communicate with the merchant effectively due to a language barrier. Despite her efforts to reach out via email, she received no timely response. The item was intended for an event that has since passed, and the customer expressed that the delayed delivery rendered the order useless. She also shared screenshots of her communication attempts, including an email dated May 8th in which the merchant stated that tracking could take 3–5 days to update, with delivery expected within 9–14 business days. The matter was escalated for further review. 
  
  On May 19th, the customer informed us the item was delivered on May 17th, but expressed dissatisfaction with its quality, stating it was not as advertised and unsuitable for her needs. She requested a refund and shared additional emails sent to the merchant on May 18th and May 19th. Although the merchant eventually responded by asking for photos of the product, the customer declined to provide them, believing the merchant should already be aware of the product quality. The customer mentioned the merchant encouraged her to keep the item, which she did not want to do. Our agent advised that if the merchant did not respond within 7 days, she could submit documentation for review.  
  
  The customer continued to follow up on May 25th and May 26th, reiterating her refund request on the basis that the item was not delivered in a timely manner and did not match the website’s description. The customer expressed frustration over the lack of response from the merchant and indicated she would escalate the matter if Zip did not intervene. On May 29th, an agent advised that order-related matters such as refunds and returns must be handled with the merchant directly, and paused the order for 7 days to allow time for resolution.  
  
  On June 1st, the customer sent a final demand for a refund, and on June 5th, replied to a payment reminder stating she would not make any payments for this order. The customer called in the same day, she was asked to provide all relevant merchant communication. She ended the call, stating she had already submitted the documentation. 
  
  Between June 8th and June 13th, the customer sent multiple emails requesting a full refund, stating the merchant had refused to resolve the issue. An agent reiterated on June 12th and June 18th that Zip is a payment platform and does not manage the physical goods or merchant policies, and as such, we cannot override the merchant’s decisions regarding refunds or returns.  
  
  On June 21st, the customer reported that she had been blocked from making purchases or adding a new payment method within the Zip app.  
  
  We understand the customer’s frustration and sincerely regret the inconvenience experienced. However, as a payment platform, Zip does not have the authority to approve returns or issue refunds on behalf of merchants. Our role is limited to facilitating installment payments, and we are not involved in the fulfillment, shipping, or quality control of orders.  
  
  We encourage the customer to continue working directly with the merchant to resolve this matter and to provide any additional documentation should the merchant become unresponsive. While we understand the customer’s concerns regarding the quality and timeliness of the order, Zip is required to abide by the merchant’s stated policies and cannot override their decision regarding returns or refunds.  
  
  Please note that Zip actively monitors for fraudulent activity, and all reports of suspected fraud are taken seriously and investigated thoroughly. In this case, the merchant has delivered the product and responded to the customer’s outreach.  
  
  We would also like to confirm that no block has been placed on the customer’s account. Each new purchase made using Zip is assessed individually, and approval is determined at the time of the transaction. As outlined in our Terms of Service, Section 2.1.3 – THE SERVICE: "If you wish to make additional or different purchases that are financed using the Service, then you must apply for a new loan through the Service and obtain a new virtual card number for each potential purchase. The transaction is evaluated on a transaction-by-transaction basis each time you request a loan."   
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

  Customer Answer

  Date: 07/16/2025

  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:
  

  
  

  Dear ******** *******, 

  
  

  I have reviewed the response made by ZIP in reference to my complaint and uploaded documentation in the portal Sunday July 6, 2025 and have determined that ZIP has provided false information to the Better Business Bureau regarding ******’s fraudulent and deceptive practices. As a consumer, I am standing up for my rights, and ZIP continues to send me harassing emails demanding payment for *******

  
  

  Prior to my purchase with ******, I had an excellent rapport with ZIP. When I paid merchants in the past using ZIP, I would make multiple payments, and ZIP would send me emails thanking me with messages like “Thank you, you nailed it!” However, after the issues with ******, I attempted to add a new payment method to pay other merchants such as **** ****** ***** *** **** *** blocked this payment method, resulting in these merchants not being paid. This has created a serious problem and is unfair to me as an honest consumer. The key points of my dissatisfaction are as follows: 

  
  

  False Information: ZIP has provided inaccurate information to the BBB regarding my complaint.

  Harassment: ZIP continues to send emails demanding payment for ******, despite the fraudulent nature of the transaction.

  Blocked Payments: ZIP has blocked my new payment method, preventing me from paying other merchants and causing further issues.

  I request that the BBB take further action to address this issue and ensure that ZIP / ****** is held accountable for their misleading practices and poor customer service.

  False Advertising: ****** advertised 24 - hour shipping, which was not honored.

  Lack of Communication: ****** failed to provide timely updates or responses to my inquiries.

  Delayed Shipment: The shipment was significantly delayed, causing inconvenience and rendering the purchase useless for the intended event.

  
  

  Dishonesty: ZIP did not accurately represent my communication with their support team regarding the delivery and dissatisfaction with the items received or return label for refund.

  
  

  Thank you for your attention to this matter. I look forward to a prompt resolution.

  
  

  Sincerely,

  ****** ********** 
  ************

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/31/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  
  On May 14th, the customer reported that the order had not arrived as advertised within 24 hours and that tracking showed no movement. The merchant was unresponsive despite attempts via phone and email, and the customer provided screenshots of communication. The merchant later responded stating tracking could take 35 days to update and delivery would take 914 business days. The customer stated the item was for an event that had passed and had still not been received. 
  
  On May 19th, the customer requested a refund, stating that the item received on May 17th did not match the description and was of poor quality. She reached out to the merchant but did not receive any return instructions. In the screenshots provided, the merchant asked for photos of the item; however, the customer declined, explaining that the merchant was already aware of the products quality. The customer also highlighted that the merchants 24-hour delivery claim was misleading. The agent advised the customer to contact the merchant again and mentioned that a manual refund could be processed if there was no response after seven days. This guidance was incorrect, and the agent has since been coached to ensure accurate handling of such cases moving forward. 
  
  On May 25th and May 26th, the customer followed up, again requesting a refund and noting the merchant had not responded to her request for a return label. She stated that if Zip did not assist, she would escalate the matter. On May 29th, the customer called in, and an agent advised that the order would be paused for 7 days and reminded her that return and refund issues must be handled with the merchant. 
  
  On June 1st, the customer submitted a final refund request. On June 5th, the customer replied to an automatic payment reminder stating no payment would be made and later called in to follow up, reiterating she had already submitted all merchant communication. She continued to request a refund on June 8th, 9th, 10th, and 12th, stating the merchant refused to resolve the issue. On June 12th, she was advised again that such matters must be addressed with the merchant. 
  
  On June 13th, another refund request was submitted. On June 18th, the customer was informed that ********************** is a payment platform and does not manage physical goods or merchant return policies, and we are unable to override a merchants decision. 
  
  On June 21st, the customer reported being blocked from making purchases and adding payment methods in the Zip app and advised that she had submitted a BBB complaint. 
  
  Zip would like to confirm that the automated emails sent to customers are payment reminders. These courtesy notices are issued for past due, unpaid installments. Regarding Order #************* with Oyrosy, Zip would like to confirm that a one-time courtesy refund was issued due to the misinformation provided by our agent. The loan has been closed, and the customer can expect a refund of $64.46 to be returned to the card ending in ****, covering the first two installments that were paid. 
  
  We can confirm that since the order was placed on May 5th, 2025, the customer has successfully created five additional orders: 
  
  Order #************* GNC #****** on May 15th 
  Order #************* *********************** on May 19th 
  Order #************* ******** on May 19th 
  Order #************* *********************** on May 26th 
  Order #************* *mazon Prime PMTS on June 5th 
  
  Zip confirms that no block has been placed on the customers account. All new purchases are assessed individually, and approval is determined at the time of the transaction. As stated in Section 2.1.3 of our Terms of Service, "If you wish to make additional or different purchases that are financed using the Service, then you must apply for a new loan through the Service and obtain a new virtual card number for each potential purchase. The transaction is evaluated on a transaction-by-transaction basis each time you request a loan." 
  
  Additionally, we confirm there has been no block on attempts to add a new payment method. However, our system shows multiple failed payment attempts on the card ending in ****, which were declined due to an incorrect card number and subsequent declines by the customer's bank. We encourage the customer to contact their financial institution for further clarification. Customers may update their payment method within the Zip app and set the new card as the default for open orders. 
  
  Accepted payment methods include: 
  
  Debit cards (including Venmo debit cards) 
  Most credit cards (non-prepaid), including ***** MasterCard, Discover, and **************** (subject to issuer approval) 
  Apple Pay*- Apple Pay and credit cards may only be used for active installment payments and not for new purchases. 
  
  We understand this situation has been frustrating. While we are committed to supporting our customers, ********************** serves solely as the payment processor and has no involvement in merchant shipping practices or return policies.  
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:06/18/2025

  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 took back a purchase from ***** and I still havent received my refund. Ive called 3 different representatives one told me he saw my refund and it would be back to me on the 13th day but the other two said they dont see it. Still nothing on the 18th day feel like Zips are not being honest and I want my ****** refund. I have paid on time all of my installments. Im going to stop using zips because something is wrong with a company when I have showed proof of my refund receipt and still nothing. They even escalated this and Ive still heard nothing. I want my refund

  Business Response

  Date: 06/30/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  On June 5th, the customer contacted us about a refund for $125.14. Then, on June 9th, they inquired about a refund related to Order #************** The agent noted that the refund appeared to be $6.15 more than the order amount and asked if it might be a partial refund from another transaction. The customer acknowledged this was possible, and the agent advised that the refund should process within the standard 13-day timeframe, which would be by June 12th.  
  On June 13th, the customer followed up again and provided a screenshot showing the refund had been sent back to their virtual card ending in 7341. At that time, the agent confirmed the issue would need to be escalated for further review.  
  On June 16th, the customer checked in again but was incorrectly advised that no refund could be seen. This was an oversight, and the agent involved has since been coached for not correctly identifying the relevant information in the system.  
  The customer followed up on June 24th, and the agent confirmed the case was escalated and provided the necessary ticket information.  
  On June 26th, the customer called in, and the agent explained that the delay was due to the refund being sent to a virtual card that had been used for multiple orders. The funds have now been correctly applied to the order.   
  Zip apologizes for the frustration experienced with this situation. Zip confirms that the refund has been successfully applied to Order #*************. As a result, the 4th installment received a full balance reduction of $30.25, and $93.75 was returned to the card ending in ***** covering installments one through three. Additionally, a separate refund of $1.14 was issued to the same card for Order #*************, completing the total refund amount of $125.14.  
  We appreciate the customer’s patience throughout this process and apologize for the confusion and delays experienced along the way. Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/12/2025

  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 have been a loyal customer of ********************** Pay since 2019. My spending limit has been stuck at 300 dollars for a long time. In 2023 Zip introduced a payment streak system where completing 5 orders without any late payments should make you eligible for a limit increase. My account has been stuck on 4 out of 5 orders since last year even though I have paid off at least 13 orders since February 2024. None of these orders are being reflected in the payment streak. I have never been late on a payment and I currently have active orders that are up to date.I first contacted customer service about this issue approximately 14 weeks ago and have reached out at least 5 or 6 more times since then. Each time I am told either that I must have missed a payment or that I need to complete a new order before being eligible. After repeating myself and asking them to look deeper they eventually admit there is a technical issue with my account. Despite this acknowledgment no timeline has ever been given and nothing has been fixed. There is no sign that my account is being actively reviewed or that notes are being recorded because I have to reexplain everything each time I reach out. My last two support reference numbers are ******** and ********.This issue has been going on for far too long. If my completed orders had been counted correctly I would likely have a limit of over 1000 dollars by now. I have been a customer for 6 years and this is not how loyal customers should be treated.

  Business Response

  Date: 07/02/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On February 28th, the customer reached out to advise that she had paid off two orders earlier in the week and wanted to understand why her streak had not updated. The agent confirmed that there had been no late payments and acknowledged that this appeared to be a bug on our end. The matter was escalated to the internal team for further investigation.  
  On April 25th, the customer followed up to inquire why there had been no response regarding the streak increase. The agent informed her that this would need to be escalated again for further review and shared the relevant ticket details.  
  On May 14th, an agent reached out to clarify that in order for an order to count toward a streak, all four installments must be paid in full. Once all orders within a streak are paid off, this may result in a spending power increase. However, the customer expressed that this response did not address her core concern that despite making all payments on time and completing multiple orders, she has not received a streak or any associated increase in her spending power.  
  Zip sincerely apologizes for the frustration and inconvenience the customer has experienced. An internal bug was identified that impacted the systems ability to automatically apply a streak increase. Our team is actively working on a fix, which we expect to be deployed within the next week. We have been able to complete one increase to the customer's estimated spending power of $75, bringing the current estimated spending power to $375. Once the final resolution is in place, the customer should see a further increase in their estimated spending power. We genuinely appreciate the customers patience and understanding as we work to resolve this issue.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 07/17/2025

  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:
  

  
  

  Hello,

   

  The issue with zip has not been resolved yet. They said they expected issue to be resolved in a week and while it’s partially resolved it hasn’t been completely resolved and I’m waiting for that. 

   

  Best,

  ******* 

  
  

   

  
  

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

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

  Business Response

  Date: 07/31/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.    
  Zip sincerely apologizes for the frustration and inconvenience the customer has experienced. An internal bug was identified that impacted the system’s ability to automatically apply a streak increase. We have been able to complete one increase to the customer's estimated spending power of $75, bringing the current estimated spending power to $375. Due to the customer's recent delinquencies on the following orders we are not able to grant another increase at this time.   
  To confirm the following orders currently have late payments on file:  
  Order #************* Installment 8 due for 7/17 has attempted to process and has received payment failures 
  Order #************* Installment 6 due for 7/16 has attempted to process and has received payment failures 
  Order #************* Installment 4 due 7/16 has attempted to process and has received payment failures 
  Order #************* Installment 2 was due on 7/4 and was successfully paid on 7/5, Installment 3 was due on 7/18 and was successfully paid on 7/24 
  Order #************* Installment 2 due for 7/25 has attempted to process and has received payment failures  
  Zip would like to reiterate estimated spending power is not guaranteed and is impacted by a number of factors, such as payment behavior and how long you've used Zip. Your estimated spending power is not an open line of credit. Each transaction is separately reviewed for approval. Zip would like to draw attention to section 2.1.4. Your Estimated Spending Power in our Terms of Service that states "Your Estimated Spending Power is the potential amount available to you to request Loans using the Service and is evaluated on a transaction-by-transaction basis each time you request a Loan. Any amount shown on your account dashboard or otherwise as your “Estimated Spending Power” is merely indicative and not a guarantee that any attempt to use the Service will be approved. Your Estimated Spending Power may be changed at any time and for any reason at WebBank’s and/or Zip’s sole discretion" (***************************************).   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/19/2025

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

  Customer Answer

  Date: 06/19/2025

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

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

   

   

   

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

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

  Business Response

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/19/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On February 7th, the customer contacted us regarding a refund for Order #*************. During the chat, the agent confirmed whether the customer had reached out to the merchant, and the customer confirmed they had. The agent advised that no refund had yet been received from the merchant and recommended the customer follow up with the merchant directly to resolve the matter. The customer subsequently provided a screenshot showing that the items had been canceled. The agent then informed the customer that it may take 2448 hours for the refund to reflect back on the card.  
  On February 10th, the customer reached out again to follow up on the refund. The agent reiterated that no refund had been received from the merchant and once more advised contacting the company for further clarification. The customer referenced the prior conversation, highlighting the statement that it would take 2448 hours. The customer noted that ****** confirmed the funds were only an authorization and the order was canceled, asserting that the refund should now be processed by Zip. The agent encouraged the customer to call our support line for more detailed assistance and provided the phone number.  
  On April 23rd, the customer called in about the refund and explained that the order had been canceled the same day, as confirmed by the merchant, yet charges were still appearing.  The agent confirmed that a dispute had been filed, resulting in a temporary hold on the account. The customer expressed concern that the amount listed was incorrect, which was the basis of the dispute. The agent advised that the matter would need to be escalated to our internal team for further review and resolution. During the call, the customer also indicated their intent to file a complaint with the Better Business Bureau. The agent requested any supporting documentation and sent a follow-up email for the customer to respond to with the relevant information. 
  On May 9th, the customer provided screenshots showing that the products were canceled on ******'s platform, including a message from ****** stating that the items were successfully canceled.  
  Zip sincerely apologizes for the frustration and confusion this situation has caused. We recognize that the customer made multiple attempts to resolve this issue, and we sincerely apologize that your experience with our support team did not meet expectations. We can confirm that a virtual card ending in **** was created on January 22nd and initially used at ****** for two transactions totaling $10.96 and $22.98. Both of these transactions were reversed the following day.  
  On January 26th, the same virtual card was used for a $294 transaction with the merchant Cigna. However, because the card was originally generated for use at ******, the merchant name ****** was recorded for the January 26th transaction. We would like to clarify that this $294 charge was not associated with ******, but rather with Cigna. If the customer does not recognize the $294 transaction with *****, we encourage them to notify our team so we can investigate potential unauthorized use. We sincerely apologize that this distinction was not clearly communicated.  
  In addition, we have received two disputes related to this order. The first dispute concerned the initial installment payment of $100.71, which was received with the dispute reason of credit not being received. This dispute has been resolved in the customer's favor, and the bank will be returning the funds back to the customer. The second dispute involves the second installment payment of $73.43, which remains under review and is currently pending resolution. Zip will communicate with the customer once the dispute has been resolved.   
  Lastly, Zip confirms the order currently has two outstanding installments. We confirm that the customer's account has been unblocked, and they may now attempt to transact again. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 06/25/2025

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

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

   

   

   

   

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

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

  Business Response

  Date: 07/08/2025

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

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/16/2025

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

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/09/2025

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