Complaints

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

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used zip to make a payment for ****** to pay off phone. When the request was processed it created a card for $1199 instead and charged my bank account $542. I contacted zip and they said it would take 13 days to get refund amount and had to wait and I was told that it cannot auto generate card that I had to enter the amount which is a LIE because on the checkout screen the application generates an amount according to the cart amount at check out. No resolution was given on chat other than to bad so sad.

  Business Response

  Date: 08/29/2025

  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 14th, the customer reached out regarding Order #*************, stating they were charged more than they spent. The agent confirmed that a virtual card ending in **** had been created for $1,199.99, which was the full amount authorized at checkout. Of that total, only $207.98 was actually spent. As explained, the difference will adjust within 13 days, as this is part of the authorization process. The customer expressed that they did not enter this amount and believed the system created it automatically; however, the agent clarified that the system does not have the capability to generate random card amounts. The customer requested a supervisor, and the ticket was escalated.   
  On August 15th, a supervisor followed up by email, confirming again that the adjustment will occur within 13 days. The customer responded, stating that this did not address all of their questions.  
  Zip apologizes for any frustration and confusion this situation has caused. We confirm that Order #************* was created using the virtual card ending in ****, which was generated for $1,199.99. To clarify, when the total purchase amount is less than the generated virtual card amount, an adjustment is automatically made within 13 days. In this case, the loan has now been fully adjusted. Installments 2 through 4 have been reduced to reflect the correct balance, and a refund of $384.10 has been 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. 
  

  Customer Answer

  Date: 08/29/2025

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

  [Your Answer Here]

   The response given was not nothing that I already knew and did nothing extra to address the issue. What I wanted and explained is that zip added the wrong amount when charged the 1199. The cart total was for the 207 and that did not happen. This was a mistake from zip and they did nothing to address it 

   

   

   

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

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

• Initial Complaint

  Date:08/13/2025

  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 signed up for an account with ********************** and have used it 3x. Suddenly got locked out of my account and asked to verify my identity. Provided a photo of myself holding my drivers license and the front and back of my license and then got told they couldnt verify who I was and locked out permanently. Wrote to customer service 3x and keep getting told an email will be sent. No one has emailed me. I am getting ignored. It is ME. I just want to prove my identity and speak with someone to get my account in order so I can pay off what I owe!!

  Business Response

  Date: 08/29/2025

  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 8th, the customer reached out via chat asking how they could verify their account and whether they could redo the verification, as they believed they caused an issue during their initial attempt. The agent advised this would need to be escalated to the internal team for further review. The customer expressed frustration and stated they would submit a BBB complaint.  
  On August 20th, the customer contacted ********************** again via chat to follow up on the status of their account. The agent confirmed the matter remained escalated, apologized for the delay, and advised that the internal team would provide an update.  
  On August 23rd, an agent re-sent the verification link for the customer to complete. At this time, the link has not yet been completed by the customer.  
  ********************** sincerely apologizes for the frustration the customer has experienced throughout this situation, and we acknowledge that the delay in response does not reflect the level of service we strive to provide. The restriction on the account was the result of a security trigger within our system that required further internal review. While the customer completed the initial verification on August 6th, the requested documentation was not uploaded, which prevented the process from moving forward.  
  A new verification link has since been sent and is awaiting completion. We recommend that the customer follow the instructions provided to complete the process. If the customer encounters any issues with the new link, we encourage them to reach back out to Zip for further assistance.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:08/10/2025

  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 purchased an order of totaling $621 with Zip for a Macys transaction. The shipper did not have the item in stock. Therefore, they refunded me the money for that specific item that was purchased. After a couple of days, Zip still did not process that the refund was present therefore Iprocessed/submitted a refund from the shipper. The refund was processed on July 31 however I submitted the refund on July 30. ***** sent me information regarding the refund being processed on July 24. Zip changed my payment plan from eight weeks to four weeks and change the installments for me to pay two installments on August 15 totaling in $154. I set up the installments when I first purchased the items for eight weeks however after the refund was processed the installments which changed from eight weeks to four weeks and I have to pay two installments on August 15. This was not the original schedule for payments and when speaking with representatives, they stated that the only thing that they can do is waive the late fee for the second installment. This has a possibility of, affecting my credit and this is not any fault of mine. The shipper did not have the item therefore they refunded me the amount and zip changed the installment plan as well as the date of payment. Which I find to be unacceptable and unjust. When asked to speak to a supervisor the representative state that the only way that they communicate is via email and when asked how long it takes for the response time the representative hung up the phone.

  Business Response

  Date: 08/29/2025

  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 July 30th, the customer chatted in to confirm their purchase had been refunded and asked if this would be reflected in their payments. The automated agent explained that if the order was cancelled, Zip will issue the refund once it is received from the merchant, which can take up to 13 days, and the customer confirmed this answered their question.  
  On August 7th, the customer reached out again asking why they were being charged twice on the same day. The agent explained that when a return is reported, the next installment is moved by 14 days to allow processing time. On August 10th, the customer called back regarding the same concern. The agent explained that reporting a return in the app moved the due date of the installment from August 1st to August 15th. They also confirmed that an adjustment of $298.32 had been applied, which adjusted the last four installments. The customer expressed frustration, stating that this issue was created by the merchant and Zip, and that the order had changed from eight payments to four, which was not what they agreed to. The customer requested to speak with a supervisor, and the agent advised the matter would be escalated and a supervisor would follow up by email. Later that day, the customer called again requesting a supervisor. The agent explained they could move one of the installments by up to seven days so both were not due on the same date, but the customer stated this was not enough and again requested a supervisor. The case was escalated to the supervisor queue.  
  On August 11th, the customer called in regarding both payments being due on the same day. The agent explained that when the return was reported in the app, it automatically moved the payment due date to August 15th. To provide additional time, the agent paused the order to allow the customer more flexibility in making their payments.  
  Later the same day, the customer chatted in stating they wanted to cancel the order and pay it off on their own, no longer wishing to use Zip. They also requested that one of the payments due on August 15th be moved to a different date. The agent explained that multiple tickets had already been opened regarding this concern and were still being worked on. The agent also confirmed that the order had previously been paused to give the customer extra time for each installment to be paid off, and provided the most recent ticket information for reference.  
  On August 14th, a supervisor reached out to the customer, apologized for the situation, and confirmed the due date for installment three had been moved out by seven days.  
  Zip sincerely apologizes for the frustration this situation has caused. To confirm, Order #************* was created on July 18th for a total of $596.64, split into eight installments. On July 30th, the customer reported a return within the ********************** app. When a return is reported, the system automatically extends the next installment due date by 14 days. In this case, Installment #2, originally due on August 1st, was moved to August 15th, which coincided with the due date of Installment #3.  
  On July 31st, a partial refund of $298.32 was received from the merchant. Refunds are always first applied to reduce any unpaid installments. If a refund amount is greater than the unpaid balance, any remaining funds are returned to the customers original payment method. In this situation, the refund reduced Installments 5 through 8 in full, leaving Installments 2 through 4 still due at $77.71 each. 
  
  We also confirm that the order has been paused to provide the customer with additional flexibility in making payments. While the installments will not automatically process, the customer still remains responsible for the payments and may submit manual payments through the Zip App or Customer Portal. As of now, the following installments remain due: 
  Installment #2: $77.71 due August 15th 
  Installment #3: $77.71 due August 22nd 
  Installment #4: $77.71 due September 5th  
  Lastly, we want to reassure the customer that ********************** does not report to credit bureaus. Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:08/09/2025

  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 July 18, 2025, my Zip account had an unauthorized transaction for $206.19. I spoke with a Zip representative and was told that my account will be credited back in 3 days. I've called Zip multiple times for weeks to have this charge removed. It's now August 9th, 2025 and Zip hasn't removed the charge from my account.

  Business Response

  Date: 08/26/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On July 19th, the customer contacted us regarding Order #*************, stating that they did not place this order and did not wish to be charged for it. The agent advised that the matter would be referred to our internal team for investigation and that an update would be provided once the review was complete.  
  On July 22nd, July 26th, and August 6th, the customer followed up regarding the status of the review. Each time, the agent explained that the case had been escalated to the internal team and was still under investigation. On July 22nd, the agent also assisted by extending the payment due dates, moving installment #2 by 14 days and installments #3 and #4 by 7 days.  
  On August 18th, an agent contacted the customer to confirm whether any household member or acquaintance may have accessed the account. The customer confirmed that no one else had access. The agent then informed the customer that the review had been completed, and based on the findings, no unusual activity was identified on the account. As a result, the claim could not be approved, and a refund could not be processed.  
  We sincerely apologize for the frustration the customer experienced while resolving this matter. We understand their concerns and appreciate their patience as we worked to ensure the security of their account. **********************'s internal fraud team has completed a thorough review and has not identified any signs of fraudulent activity on the account.  In any instance of suspected unauthorized use, Zip recommends customers take precautionary steps to secure their account, such as updating the email address associated with their Zip account and changing the password for the linked email account.  If the customer would like to provide any additional documentation, Zip can 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:08/08/2025

  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.

  Well I had never used zip pay in 4 so yesterday was my first time when I was at checkout! It said *********************** payment! So the transaction goes through n I got charged ***** full amount and zip balance was the same amount I got charged ! I called them chatted with them no explanation just that I dont use it ! The only thing I want is my money back

  Business Response

  Date: 08/26/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  
  On August 6th, the customer called in to report that when they made a payment online, the full amount was charged to their bank account in addition to a charge from Zip. The agent explained that Zip did not process payments for an order and advised the customer that the virtual card created with Zip would need to be verified as the payment method at checkout. It was confirmed that the virtual card was not used when the order was placed. During the call, the customer asked to speak with someone else, and the call was disconnected.  
  Later that day, the customer followed up by email and shared a copy of a report they had submitted to the ***, asking what Zip would do about the pending transactions.  
  On August 12th, an agent reached out to the customer to confirm the specific order details being referenced; however, no response was received.  
  Zip sincerely apologizes for any frustration and confusion caused by this situation. Zip confirms that the customer added a new payment method to their account on August 6th, a Mastercard ending in ****. On the same day, the customer created two virtual cards: one ending in **** for $40 and another ending in **** for $44.10. Neither of these virtual cards were used to complete any purchases, and we can confirm there are no orders placed through Zip or any pending charges. For future transactions, if the customer wishes to use a virtual card, we recommend ensuring that the virtual card payment details are correctly entered into the order and it is registered as the payment method when the order is placed so the transaction can successfully process through 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:08/07/2025

  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 transaction was June 26/27, 2025. I ordered an alternator for my car which was guaranteed to fit via ************. Arrived but did not fit my car as stated. We packed it up and I submitted a return notice. After a few days I started calling regarding my refund ( I was on a bi-weekly plan. Everything went south. Have not been able to reach the business, phone number doesn't work, no email communication. Now Zip (some credit business I used for the payment plan) is giving me the run-a-round. This is going on third month and they are charging my card even though I have spoken to countless ** **** that just a few days ago just "HUNG UP ON ME"!!! ZIP is a rip-off!!!

  Business Response

  Date: 08/22/2025

  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 July 7th, the customer reached out regarding a pending refund. The agent explained that for order-related questions, the customer would need to contact the merchant directly. 
  
  On July 28th, the customer called back and shared that she had returned the item to the merchant but had not received a refund. She also expressed frustration that her attempts to contact the merchant had been unsuccessful, as her emails had gone unanswered and the merchants phone number was no longer working. The agent advised that the matter would be escalated for review.  
  On August 1st, the customer called again to follow up on how she could obtain the refund given the merchants lack of response. She stated she did not want to make further payments since she was expecting a full refund. The agent explained that while the refund must be issued by the merchant, they could revoke authorization so that payments would not automatically process. The agent also noted that because the customer reported the return in the app, her third and fourth installments were rescheduled to both fall due on August 6th. The customer was informed that the refund would need to be processed by the merchant back to Zip before it could be returned to her.  
  On August 7th, the customer contacted us again, stating she intended to file a BBB complaint regarding the situation.  
  Zip sincerely apologizes for the frustration this situation has caused. As Zip functions solely as the payment provider, all matters related to shipping, tracking, and refunds must be addressed directly with the merchant. We encourage the customer to reach out to the merchant to resolve the issue, as their website provides options to call, email, or chat with them directly. If the merchant remains unresponsive, Zip can review the matter further. In that case, we ask the customer to provide documentation of their outreach attempts so we can assist with a further review.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:08/06/2025

  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 am filing a formal complaint against Zip (formerly Quadpay) for their failure to resolve a clear case of fraud on my account.On July 15, 2025, an unauthorized transaction in the amount of $200 was made through a Zip account to purchase an online gift card. This account had not been used in years and was previously closed. Somehow, Zip still allowed someone to access it and complete a transaction without verifying the users identity.Since then, Ive contacted Zip FOUR times by email, SEVEN times by phone, and once via live chat with zero resolution. I provided all requested documentation to prove this transaction was fraudulent. Despite this, Zip continues to charge me biweekly for a purchase I did not make, and no one from their team has followed up with ***** make matters worse, in order to even see the fraudulent transaction, Zip made me go through a multi-step verification just to access the account I had previously closed yet they did not require that same level of verification when the fraudster accessed and used it.Zip has not requested any additional information since the original ticket was submitted. I have done my part, multiple times. As of today August 6, 2025 this issue remains unresolved.I am beyond frustrated and deeply disappointed in the lack of urgency and communication from this company. This experience has been unacceptable and borderline negligent. A company that cannot adequately protect its users from fraud or offer responsive customer service should not be allowed to operate.I am requesting that this fraudulent charge be reversed immediately, all scheduled payments canceled, and that my name be cleared of this debt.

  Business Response

  Date: 08/26/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On July 22nd, the customer contacted us by both phone and email to report that they did not recognize an order from ************* and believed that someone was using their account to place an order. The agent advised that this matter would be escalated to the internal team for further review. On July 31st and again on August 5th, the customer followed up by email requesting an update on the investigation. On August 11th, the fraud review was completed and the account was disabled as a result.  
  Zip sincerely apologizes for the extended delay between responses, as this does not reflect the standard of customer service we strive to uphold. We understand how frustrating and inconvenient this experience has been, and we regret any additional stress caused by the lack of timely updates. We can confirm that the account was originally opened in November 2018 and has not been used since December 2021. Although dormant, the account was not closed. We confirm that the unauthorized loan has been fully refunded, and to protect the security of the account and prevent any further unauthorized activity, the account will remain blocked.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.
  

• Initial Complaint

  Date:08/05/2025

  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.

  I am the victim of identity theft involving a fraudulent Zip ****** (Zip) account. I had never heard of Zip until I began receiving withdrawal notice emails. I initially believed they were spam and ignored them. Upon further review, the messages appeared legitimate, so I called Zip customer ****************************** told me an account was opened using my maiden name and old email address and used to make a $200 purchase at *********. When Zip asked for my phone number, they confirmed the number on the account is not mine. They disclosed the number used; it appears invalid. I was told the account would be deleted and communications would stopyet I received another withdrawal notice shortly after.On subsequent calls, I was again told my case was escalated and the account placed on hold. Zips emails reference a Mastercard ending in [last four digits shown in Zip emails]; I have never had a Mastercard (certainly not with those digits). Support later asked me to upload documents (e.g., a phone bill). Given the rampant scams, I requested basic proof of legitimacy and a secure process before sending personal documents. Instead, I repeatedly received automated rejections stating my reply lacked documentsclear evidence no human reviewed my messages. Despite multiple escalation requests, no supervisor has contacted me. Meanwhile, Zip sent a collection threat, which is unacceptable for a debt tied to identity theft. Before filing a police report, I am filing a complaint with the BBB in hopes you can help facilitate a resolution between myself and Zip.I am requesting: (1) Immediate closure/deletion of the fraudulent account; (2) Written confirmation that I owe nothing and that no collections will occur; (3) ***************** that no negative credit reporting has occurredand if any has, that Zip will remove and correct it with all bureaus; and (4) a direct point of contact to confirm final resolution.

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, confirm that the fraudulent account has been blocked/disabled and the unauthorized charge has been reversed, leaving no balance owed in my name. This resolution is satisfactory to me, and I consider the matter resolved.

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

  
  

• Initial Complaint

  Date:08/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an attempt to make a purchase on 7/11/2025 something happened and the charge did not go through but it still initiated an order even though the merchant only authorized 1.00 and then closed it out. It is still showing pending with zip and they are taking out payments on an order that didnt go through. Every time I call they say it will fall off the next day but it never does due to a glitch yet they are still expecting me to keep paying on the balance. When I try to escalate they say they are transferring and then hang up on me. I've been told someone will email and nothing happens.they are committing fraud at this point by keeping my money.

  Business Response

  Date: 08/21/2025

  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 reached out on July 15th stating that their order did not complete, but they were still charged. They explained that the merchant initially authorized $1.00, and when the full amount was attempted, it declined. The agent advised that if the order was canceled or fully returned, the system would automatically issue a refund within 13 days. The customer asked if the process could be expedited, but the agent explained that unfortunately it could not. At the customers request, the matter was escalated for review, and they were advised that someone would reach out via email.  
  On July 16th, a supervisor followed up for additional details. The customer again confirmed that the merchant had authorized $1.00 first, and then the full amount declined. They also stated the merchant confirmed on their side that the transaction was closed out and reversed, but no adjustment had yet been reflected with Zip. The agent reiterated that the transaction was still within the 13-day processing window and advised the customer to reach back out if the refund was not received by July 24th.  
  On July 24th, the customer followed up regarding the refund. The next day, July 25th, they chatted in for an update and were advised that the matter would be escalated again for further review, with follow-up to be provided via email.  
  The customer continued to follow up on July 26th, July 28th, August 1st, and August 3rd, each time inquiring about the refund status.  
  On August 5th, the customer called again. The agent advised them to allow 24 hours for the refund to reflect on their payment method and asked that they call back if it did not appear. Later that same day, another agent reached out to request written confirmation from the hotel confirming that the charge had been canceled.  
  Zip sincerely apologizes for any frustration the customer experienced throughout this process. As Zip acts solely as the payment processor, we rely on the merchant to initiate refunds and confirm order cancellations. In this case, the presence of a pending charge prevented the refund from being processed until August 5th, when the transaction was officially marked as reversed. Following that, the refund was successfully processed, and the loan is now closed.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  

  Customer Answer

  Date: 08/21/2025

  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:08/04/2025

  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 originally placed an order using my Zip spending balance for a merchant called ****** ***** on 6/24/25 which totaled $41.03. Zip created a virtual card ending in 2024 for this purchase with the agreement that once the transaction was processed, I would pay the 1st installment of $11.03. However, once I entered the card information to finalize the order I received an error message that the order could not be processed. Although I received this error I immediately noticed the deduction from my checking account for the 1st installment. Once I contacted the merchant (****** *****) to confirm if they had received my order, the *** on the phone indicated they had no order listed under my name at the store location. I contacted Zip support to advise of this, and I was told to wait on the merchant to confirm they had received the order.... Here is over a month later after multiple calls to not only the merchant, but also to Zip I have not received my refund back to my card nor adjustment to my account balance with **********************. The customer support with this company is almost non-exsistent!!! I have sent emails, requested a supervisor, filed a complaint on their site with no resolution! The worst part is that they have placed my account on hold advising I owe for services/product I never received! The final straw is that Zip just charged my card for $36 for this same merchant that I have been disputing since 6/24/25!!! This is also including late fees that I should not owe for a faulty credit I never received. I have lost all confidence that they will settle this issue. Jersy Mikes the merchant has also given me the run around! I just want this resolved. I have been a good customer and always pay my accounts off. I should not have to turn this into a legal matter, but if this is not resolved, I will escalate this ongoing matter further if necessary!

  Business Response

  Date: 08/20/2025

  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 24th, the customer called to report that an installment was taken for an order that was unsuccessful. The agent confirmed the payment was showing as pending and advised that if the merchant did not capture the order, the authorization would reverse; if the merchant did capture the amount, the refund would need to come from the merchant. The customer asked for a supervisor, and the agent explained the matter would be escalated with an email follow-up.  
  On July 14th, the customer emailed to follow up and indicated a refund for the order was processed on July 7th. The agent stated that if the order was marked as refunded on July 7th they will escalate the case to our payments team to ensure the first installment refund is processed and the balance updated.  
  On July 25th, the customer emailed again for an update and later called the same day stating a refund had not been received for Order #************** The customer advised the merchant had confirmed no order was ever created. The agent advised that our records show the merchant charged the virtual card used, and advised the customer to contact the merchant. 
  
  On July 29th, the customer requested another update on when the refund would be issued. On August 11th, an agent advised that a balance reduction of $2.87 was applied to the fourth installment. The customer stated they are owed a full refund for this order.  
  Zip sincerely apologizes for any frustration the customer experienced regarding this transaction. Our records confirm that a transaction of $37.13 for ****** ***** ONLINE ** was successfully completed on June 24th. As a one-time courtesy, we have issued a full credit to the loan and refunded the three late fees that were incurred. The customer will receive a total refund of $58.13, which will be 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.