Complaints

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

• Initial Complaint

  Date:09/17/2025

  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.

  This company has an issue with charging very high late fees without considering customer relations. You can be a faithful customer and ********************** has a blanketed policy to charge customers $7 dollars for being 2 days late no matter the amount spent. Then they only allow you to shift payments dates for two transactions so they force you into a late fee pay status. There is no way to even ask for courtesy either.

  Business Response

  Date: 09/28/2025

  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 any frustration the customer has experienced. We would like to confirm that the following orders recently incurred a late fee, which has since been waived as a courtesy: 
  Order #*************: Installment 2 was due on September 21st and processed on September 23rd, $7 late fee waived. 
  Order #*************: Installment 2 was due on September 20th and processed on September 23rd, $7 late fee waived. 
  Order #*************: Installment 2 was due on September 20th and processed on September 23rd, $7 late fee waived. 
  Order #*************: Installment 3 was due on September 20th and processed on September 23rd, $7 late fee waived. 
  Order #*************: Installment 3 was due on September 19th and processed on September 22nd, $7 late fee waived. 
  Order #*************: Installment 3 was due on September 17th and processed on September 19th, $7 late fee waived. 
  Order #*************: Installment 3 was due on September 16th and processed on September 19th, $7 late fee waived. 
  Order #*************: Installment 2 was due on September 1st and processed on September 3rd, $7 late fee waived. 
  Order #*************: Installment 3 was due on September 14th and processed on September 19th, $7 late fee waived. 
  Order #*************: Installment 2 was due on August 30th and processed on September 3rd, $7 late fee waived.  
  We would also like to reiterate that if an installment payment is not made on time, a late fee will be applied to the order. The fee is either $7.00 or, if less, the amount outlined in the Truth in Lending Disclosure based on the customers state of residence. Late fees are assessed the day after a missed installment payment unless Zip provides otherwise. The specific fee for each order can always be found by reviewing the Truth in Lending Disclosure in the Zip app or customer portal. To avoid late fees, we recommend making payments on time as outlined in the customer's payment schedule provided at loan origination.   
  At Zip, we understand that unexpected situations can occur, and we want to make payments more manageable. Customers may update their payment date directly in the Zip app up to 24 hours before an installment is due. The first payment date change in a calendar month is free, while any additional changes within the same month will incur a $2 fee. This free payment date change resets automatically on the 1st of each month. If a customer chooses to defer an installment date, the account will be placed on hold until the next installment is successfully paid, meaning no new purchases can be made during that time. This option may only be used once per order. Once the payment date change has been completed, no additional installment delays can be applied to that specific order. 
   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:09/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/25/2025

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

• Initial Complaint

  Date:09/11/2025

  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.

  There was a fraud alert placed on my card on 8/22 for a list of items and a zip installment was included. This caused my zip account to be blocked. I called on 8/24 and was informed it would be removed in ***** hours and it was not. I called again on 09/01 and that *** told me 6 days. Called again on 09/07 and this person told me they didnt know how long and they were behind and they were escalating it, still nothing. I also inquired about my refund from the merchant as it was sent on 08/28 and they told me I should have the funds in 1 day and I still dont have them. Order total was 196. Ive been with zip since 2020 and never had this issue. I would like this resolved immediately so that I have my funds and access to my account again since the fraud/ dispute has been cleared since 08/24.

  Business Response

  Date: 09/28/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On August 24th, the customer contacted ********************** twice regarding being unable to log in due to an error message indicating the account could not be verified. At that time, an active $50 dispute was identified on the account, which was affecting access. The customer was advised that the matter would need to be escalated to Zips internal department for review and that an update would be provided within 2448 hours. 
  Later that same day, on August 24th, the customer called back to report that after speaking with their bank, the bank confirmed the dispute had been filed in error and closed that same day. The customer explained that multiple transactions had been flagged in error, including one with Zip. The agent confirmed that Zips system shows the dispute as active, and the matter was escalated once again. 
  On September 1st, the customer emailed in stating the dispute had been resolved on the same day it was filed and provided confirmation from their bank that the matter was closed. 
  On September 11th, the customer called in again to report that account access remained blocked. The customer advised that the merchant had issued a refund of $194.64 and provided three supporting documents showing this refund. The agent informed the customer that the account block was still due to the pending dispute and confirmed that only a $0.36 adjustment was visible on Zips end. This issue was escalated for further review. On September 12th, the customer called in again to state that despite the merchant refund, the funds had not been received and the Zip account remained restricted. The agent confirmed this issue was escalated to Zips internal team. The customer followed up once more on September 16th with the same concern, and the matter was escalated again. 
  On September 19th, Zips fraud team confirmed that the disputed charge with the customers bank had been finalized. The dispute was resolved in the customers favor, and their bank would be responsible for returning the funds back to the customer. 
  ********************** sincerely apologizes for the frustration and confusion surrounding this situation. To clarify, when a customers bank files a dispute against ********************** for fraud, it automatically triggers our payment system to initiate a dispute against the merchant linked to that installment plan, this initiates a time-consuming resolution process. Depending on the outcome, the bank may overturn the transaction and retrieve the funds from Zip's account. During this process, the funds remain tied up, meaning neither Zip, the bank, nor the cardholder has access to them until a final decision is reached. Additionally, even after a customer cancels a claim with their bank, it may take up to 30 days or more for the funds to be returned to our payment system.  
  Zip confirms that a payment of $50 was disputed on 8/23 as fraudulent and the dispute has been fully resolved and refunded to the customers card: 
  Order #*************; dispute was finalized and won by the customer, the order received a full refund of $194.64 back to the customer's card ending in 0560. 
  Regarding access to the customers ********************** account, to maintain the highest standards of security and protect all our customers, the account will remain blocked due to the previous dispute 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:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/25/2025

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

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/22/2025

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

• Initial Complaint

  Date:09/06/2025

  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 called the customer service line to report fraudulent activity. i was told the ticket would be escalated. the company told me my complaint would be escalated and i would be contacted by a supervisor. i had to follow up after two weeks when i had not been contacted by the supervisor as promised after another fraudulent activity took place on my account. i asked customer service to delete my account and they were not able to help investigate. their only suggestion was to be put in a queue to wait for someone to contact me after i had already been waiting for two weeks to be contacted after the first activity. the company provided no resolution or urgency for confirmed fraudulent activity. this is extremely concerning behavior.

  Business Response

  Date: 09/22/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On August 21st, the customer called in reporting they did not recognize the order placed on the account and confirmed they do not have a Zip account. The agent advised this would be escalated to the internal team for review and follow-up via email.  
  On September 3rd, the customer reached out to request an update on the status of the account.   
  On September 16th, an agent contacted the customer to confirm the current phone number and whether either of the two orders had been charged to their card. The agent informed the customer of the status of their fraud claim that the account was fully blocked, and both loans were refunded and closed. 
  We confirm that both unauthorized orders have been fully refunded and closed. Additionally, the customers account will remain disabled to prevent any further potential fraudulent activity.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/05/2025

  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.

  For the last six weeks, I have been attempting to change my phone number through the ************************* app and website. I have talked to anumber of customer service representatives and I have filed several complaints with the business itself. Never receiving any response. I have provided them with all of theinformation that they need to change my phone number on my account And they still have not changed the phone number on the account so I cannot login. I can however, login and see all of the information from the person who had this phone number prior. This includes their address and any accounts that they had open with zip. This means anybody who has my old phone number is able to do the same. I have brought this information to zip and they have done nothing about it. They continue to say that that is their login policy and this is a complete disregard anybodys personal information. I have debit cards saved on my account and anyone who got my old phone number would be allowed to make purchases that is required is a one time password sent to the phone number and no other verification is required. This is a class action lawsuit waiting to happen. I need my phone number changed on my zip account as well as a member from the management team to contact me confirming that my account has been updated. The fact that my information is out there easily accessible to include my home address scares me because there are people out there who would usethat information for not so good things.

  Business Response

  Date: 09/22/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On June 25th, the customer emailed in requesting a phone number update, and after completing verification, the agent advised the requested number was linked to another account and requested proof of ownership.   
  On July 30th, the customer provided a screenshot of their phone service, and the agent explained a copy of the phone bill showing the customers full name and phone number was required, or alternatively, a utility bill with the same information.   
  On August 12th, the agent confirmed any type of bill reflecting the customers full name and phone number would be acceptable.   
  On August 27th, the customer submitted a copy of their utility bill, and between September 3rd and September 5th, the customer followed up with additional messages and attached the bill again. On September 10th, the agent confirmed the phone number was successfully updated on the account.  
  We apologize for the customer's experience when attempting to update their Zip account.  We can confirm the customer's account has been successfully updated with their new phone number as of September 10th. We continually assess our security practices to confirm they remain up-to-date. As such, we value your feedback and have escalated your concerns to our product and security teams to address and prevent further complaints of this kind.      
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made 2 purchases with Zip, both have been canceled same day due to finding cheaper bookings and having the right to cancel within the same hour luckily this was the case for both the orders. Zip has been called and messaged over6 times and each time i haven't gotten a response or any help regarding this. Ive reached out to both parties regarding refund but they say its been processed despite so the support was very difficult to get through and took weeks on end just for an email response. ZIP HAS BEEN backing thisup and kept the charges. Zip despite merchant breaking policy has not helped me nor provided me any resolution. I would like these removed instantly as it has been resolved months ago now its come Up as being sent to collections. I would love to reconcile and fix this asap as Zip has been nothing but slow and unhelpful

  Business Response

  Date: 09/23/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On August 1st, August 7th, August 9th, August 16th, and August 26th, the customer chatted in requesting to speak to an agent about the charges for Order #************* HILTON HOTELS & #************* AIRBNB  , but did not reply back once connected. On September 1st, the customer emailed in twice requesting an update.  
  On September 2nd, the customer chatted in regarding both charges for the two orders, stating they had been canceled in person and needed to be disputed. The agent informed the customer that the issue had been escalated internally.  
  On September 3rd, the customer emailed in stating that their ****** order was canceled.  
  On September 4th, the customer chatted in regarding both charges and stated that both orders needed to be disputed. The customer requested the case be escalated immediately, the issue was escalated to a supervisor.  
  On September 6th, the customer requested to dispute both transactions and asked for a supervisor call.  
  On September 8th, the customer chatted in three times regarding both orders, asking for an update on the account. The customer wished to dispute both transactions as both orders were voided and canceled. The agent confirmed that a refund of $126.50 for the Hilton order had been sent back to the customers card by their bank. The agent processed the full refund for the order and advised the customer that the remaining unpaid installments were fully reduced. The customer provided proof of communication with ******, and a manual courtesy refund of $676.41 was processed for the ****** order.  
  On September 9th, the customer emailed in requesting ********************** to delete their account and all associated data. On September 10th, Zip confirmed that the account had been permanently deleted.  
  Zip sincerely apologizes for the frustration and confusion the customer has experienced throughout this process. To provide clarity, when a customers bank files a dispute against **********************, it initiates a lengthy resolution process. Depending on the outcome, the bank may overturn the transaction and retrieve the funds from Zips account. During this time, the funds remain unavailable, meaning neither Zip, the bank, nor the cardholder has access to them until a final decision is reached.  
  To confirm, Zip received a dispute on July 5th for Order #************* for product not received. On August 16th, the dispute was finalized and resolved in the customers favor. The order was fully refunded on September 8th, resulting in the following balance reductions and refunds: 
  Installment 4: full balance reduction of $133.50 
  Installment 3: full balance reduction of $133.50 
  Installment 2: full balance reduction of $133.50 
  Installment 1: refund of $125.00 issued back to the customers card ending in **** 
     
  For Order #*************, Zip issued a full courtesy refund on September 8th, which resulted in the following balance reductions and refunds: 
  Installments 7 & 8: full balance reduction of $91.25 
  Installments 26: full balance reduction of $98.25 
  Installment 1: refund of $87.50 issued back to the customers card ending in ****  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took money out of my bank without my. My Amazon order was cancelled and they still took my money and wont refund it.

  Business Response

  Date: 09/15/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  On August 29th, the customer contacted ********************** regarding a canceled ****** order and never received payment, stating she was still charged $24.82 and requested a refund. The customer shared a screenshot which showed a ****** payment decline for $58.35. The agent confirmed the transaction processed successfully, and provided transaction IDs for the customer to share with ******. The agent noted that Zip had received a $20.05 refund on the order which fully reduced installment #4. The agent clarified that ****** should search for the full transaction amounts of $52.60 and $11.03 (totaling $63.63), not the $24.82 installment, and escalated the matter internally. 
  On August 30th, the customer followed up about the refund. The agent explained that refunds can take up to 13 days to process automatically, but confirmed that $20.05 had already been manually applied to the final installment, reducing the balance owed. To assist further, the agent delayed the upcoming installment to avoid additional charges while the refund remained in the 13-day processing window. 
  Zip sincerely apologizes for any frustration the customer experienced throughout this process. To clarify, the original transaction totaled $63.63. A refund of $20.05 was received on August 27th and applied toward the following installments: 
  Installment 3: balance reduction of $3.22 and a late fee adjustment of $7.00, leaving a remaining balance of $7.61. 
  Installment 4: full balance reduction of $17.83. 
  As Zip functions solely as the payment processor, we are unable to initiate a full refund on the merchants behalf. We strongly encourage the customer to contact ****** directly to request a refund. If the customer can provide documentation from the merchant confirming that the order was not successful and no payment was received, Zip will be glad to review the matter further. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.