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:10/01/2025

  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 unable to access my account because somebody at zip put in the wrong email. Because I cant access my account Im unable to make payments and I am being charged late fees. So its messing up my payment history and now I have to pay extra money. Ive contacted Zip numerous times and nobody could help me. They keep telling me they expedite our request, but yet nobody reaches out to me. I filed two complaints on their website and again no one has reached out to me to help me update my email so I could access my account and make my payments. Other **** keep sending me a verification link in an email to my right email, but it keeps declining my verification but yet theres not one human there who can help me verify my identity to help me update my email. Its so frustrating.

  Business Response

  Date: 10/21/2025

  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.  
  Zip sincerely apologizes for the inconvenience the customer experienced while attempting to access the account. On May 12th, the customer contacted ********************** regarding issues accessing an account that was created in 2023 under an outdated email and phone number. The agent sent the verification link for completion and successfully updated the account information. On the same day, the customer created a new account under a different email address, which was later updated on October 2nd.  
  On September 22nd, the customer reached out, stating they were not receiving the verification code via email when attempting to log in, and provided a screenshot showing that a new device had been identified. The agent reviewed the account and advised which email address the verification code was being sent to. The customer responded that this was not the correct email on the account and stated it had been updated a couple of months prior.  Later that same day, the customer chatted back in, and the agent confirmed there was a separate account under that email with no active orders. The customer requested that the account be deleted, and the agent deactivated that duplicate account and sent a verification link to update the active account. During this interaction, the customer mentioned a late fee on Order #************, which the agent waived as a courtesy. The matter was escalated for further review.  
  On September 23rd and September 25th, the customer called for an update, and the agent re-sent the verification link for completion. On October 2nd, the agent confirmed that the customers email had been successfully updated.  
  Zip sincerely apologizes for the frustration the customer has experienced. We confirm the customer previously had created two separate accounts, one created in 2023, which received an email update on May 12th, 2025, and another account created on May 12th, 2025 under a different email address. The customer began processing transactions on the new account starting May 17th, 2025. When the customer reached out in September, after receiving a notification that a new device was detected and two-factor authentication was required to proceed, the customer advised that the email address on file needed to be updated. After completing the required verification, Zip successfully updated the active account to the requested email address. We can confirm the customer has since been able to log in and transact without issue. Additionally, the late fees for Order #************* and Order #************* have been waived as a courtesy.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:10/01/2025

  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.

  need documentations with my name on it verifying its my account, spoke with represenative, she says they dont do that

  Business Response

  Date: 10/21/2025

  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. 
  
  On September 30th, the customer contacted ********************** requesting a statement for this order. The agent provided guidance on how to access the information through the Zip App and customer portal, including where to view the periodic statement and account details displaying the name on the account. On October 1st, the customer followed up via email requesting verification of their statements with their name included. The agent again advised where within the Zip App and customer portal the customer could locate and download the periodic statements for each order. The customer responded stating they would be contacting their attorney regarding this matter. 
  
  Zip apologizes for any inconvenience this may have caused the customer. The customer can download a periodic statement as well as the Truth in Lending documents for each order directly within the Zip App or Customer Portal. These agreements are electronically signed by the customer at the time each new loan is created. The customer can also view the account name and other related details within both the App and the Customer Portal for their reference. 
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/29/2025

  Type:Service or Repair 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.

  Created an instore card that was declined multiple times. Wasnt the issue though. The issue was that now this card for $42.25 is stuck on my instorepage and wont allow me to cancel it. I reached out the day I created it and the customer service team stated they would escalate it. Two weeks later this card is still stuck on that page and I cannot activate my physical card on there. When I hit cancel it just spins and when I try on a computer desktop it says it cannot be canceled try again later. All customer service agents are rude and do not have any help regarding this. When you ask to speak to supervisor they say there is no supervisor and its escalated. I want to continue using my new card however it wont allow me to do anything. Its not on my side and they know k never used it as they have already refunded me the deposit amount for that card. I want them to simply remove it or close it out so I can create a new one. This is outrageous how long it has been and the customer service agents cant do anything or tell anyone Ive been waiting so long.

  Business Response

  Date: 10/20/2025

  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.  
  Zip acknowledges the customers multiple contacts regarding the issue with deleting a virtual card. On September 19th, the customer called in reporting being unable to delete a virtual card that was created, and the agent advised that this would need to be escalated to the internal team for further investigation. On September 25th, the customer followed up via email requesting the cancellation of the card. On September 30th, an agent clarified that an in-store card is designed for a single physical store transaction and cannot be used for online purchases, with any additional attempts being declined. On October 2nd, an agent confirmed that the virtual card had been successfully canceled and advised the customer to log out, close, and reopen the app to refresh the account. The customer confirmed that the issue had been resolved.  
  Zip apologizes for the frustration the customer experienced while attempting to cancel the virtual card that was created. Upon review, it was identified that the customer was using an older version of the Zip app, which impacted the ability to complete the cancellation process within the app. We can confirm the virtual card has now been successfully canceled, 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. 

  Customer Answer

  Date: 10/22/2025

  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:09/29/2025

  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 September 3rd 2025 I was processing an order for ***** I decided I needed to take something out but zip still processed the payment anyway. ***** cancelled the order (*******************) it was never sent. Zip has now taken 2 payments for the order that I have never received. Ive been calling them to which they keep saying a refund takes 13 days. However ***** is not sending a refund for an order they show as never placed but cancelled.

  Business Response

  Date: 10/17/2025

  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 apologizes for the ongoing frustration the customer has experienced regarding the processing and refund of Order #*************. On September 5th, the customer contacted ********************** after attempting to make a purchase that did not fully process with the merchant, though the transaction processed on Zips end. The merchant later confirmed the order was cancelled, and the customer provided a screenshot of the cancellation email. The agent escalated the matter for internal review.  
  On September 8th, the customer called to follow up on the refund, and the agent explained that refunds can take up to 13 days to process and are applied starting from the fourth installment backward. On September 15th, the customer again followed up and the agent reiterated the 13-day timeframe, moving the next payment date by seven days as a courtesy before escalating the matter to a supervisor. On September 17th, the supervisor confirmed that no refund had yet been received from the merchant and that no additional action was required by the customer at that time.  
  On September 23rd, the customer contacted ********************** again for an update and was advised that the refund was still being processed and could take up to 13 days. On September 29th, the customer contact ********************** again for an update and a manual refund was processed for the order to ensure resolution.   
  Zip sincerely apologizes for the frustration the customer has experienced regarding this matter. We confirm that Order #************* was captured by the merchant, ****** on September 5th for a total of $220.97. As the order was successfully captured, the refund must be initiated by the merchant since Zip serves solely as the payment processor. However, to expedite resolution, Zip has processed a manual refund for the full order amount. The customer has received the first two payments totaling $117.48 back to the card ending in ***** We appreciate the customers patience and understanding throughout this process.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/28/2025

  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 made a payment to may account on 9/14 for $35.38 to pay off my account. Still to this day I have not had the money credited to my account. I have called and chat online several times and has only been told that my issue has been escalated and that I have to wait. No time frame given no resolution to my issue. I have asked for a refund. I have been waiting 2 weeks now and nothing has been done. I have been told that they see I paid but nothing else. I call and they read from a script and do nothing to help. At this point I just want my money.

  Business Response

  Date: 10/20/2025

  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 September 14th, the customer contacted ********************** stating the payment had been made but was not appearing on the account. The agent reviewed the matter and escalated it for further review. On September 18th, the customer followed up as the payment still was not reflecting and the account appeared past due. The agent confirmed the issue required additional review by the internal team and advised the customer that an update would be provided once available. On September 23rd, the customer called again seeking an update, and the agent confirmed the payment was visible but had not yet been applied to the order, therefore it remained under review. On September 28th, the customer called once more requesting a supervisor as the payment continued not to reflect, and the agent advised the matter would be re-escalated to the internal team for continued investigation.  
  Zip sincerely apologizes for the ongoing inconvenience the customer has experienced regarding the payment not reflecting on the account. We confirm that a manual payment of $35.38 was received on September 14th. As Order #************* was originally created in 2018 with a payment due date of July 2018, the system was unable to automatically apply the payment. Due to the age of this installment, a manual adjustment is required to ensure the installment plan accurately reflects as paid. This update is estimated to be completed by the end of the month. Zip understands the importance of having the account reflect correctly and is diligently working to finalize the update. The customer will be notified once the process has been fully completed. 
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:09/25/2025

  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.

  Unauthorized transaction- merchant mentioned payments will be paused while investigation continues. Payment are being deducted from my bank. No email response after I replied. I called customer service and keep being prolonged with investigation and no *** on resolving my complaint.

  Business Response

  Date: 10/17/2025

  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 9th, the customer chatted in to report an unauthorized order, #************** which had been canceled. The customer provided a screenshot of communication with the merchant indicating that the charge was for an annual service. The merchant advised that they do not cancel or refund transactions reported as unauthorized by a cardholder and instructed the customer to contact their card company for further assistance. Following this communication, the customer reached out to ********************** for support. The agent confirmed the charge was still pending with the merchant and explained that refunds can take up to 13 days to process. To allow additional time, the agent extended the next payment by seven days and advised that if the transaction was not completed by the merchant, the first installment would be refunded. The case was escalated for review.  
  On September 9th, an agent reached out to the customer to confirm whether anyone in the household or an acquaintance had access to the account and placed a temporary hold while the matter remained under investigation, there was no further response from the customer. On September 22nd, the customer called for an update, and the agent confirmed the review was ongoing, removed the payment authorization, and paused the loan to prevent further payments.  
  On September 29th, the customer contacted ********************** again, requesting an update, stating that three installments had already processed. The agent advised that the matter would be escalated to the internal team for further investigation. The customer followed up again on October 2nd and October 7th by both email and phone, and was advised that the case remains under review. 
  Zip apologizes for the continued frustration the customer has experienced regarding the unauthorized transaction concern. Following a thorough internal investigation, Zip has confirmed that no fraudulent activity occurred and the transaction is valid. The temporary block on the account has been removed. The order remains in a paused status, meaning no automatic payments will process; however, the customer is still responsible for the fourth installment of $31.84, which can be submitted manually. Please note that Zip functions solely as the payment processor. If the customer is expecting a refund, they will need to contact the merchant directly to request that the refund be issued to 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:09/21/2025

  Type:Delivery 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 august 11, ********************************** for an order totaling ****** I never received my order and zip refuses to do anything about it, I thought before I take them to court I will try to see If they are willing to resolve my refund by filing a BBBcompliant

  Business Response

  Date: 10/09/2025

  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 February 8th, 2025, the customer emailed in requesting to file a dispute for an order that was not received, but did not specify which order was in question. The agent advised that for merchandise not received, the customer would need to contact the merchant directly, as the merchant must issue the refund. On September 21st, the customer chatted in requesting an email update; the chatbot provided instructions on how to complete the update, but the customer did not respond once an agent joined the chat. We do not reflect any additional calls, chats, or emails from the customer regarding the order not being received.  
  Zip confirms Order #************* was created on August 11th, 2023, for UNION *********** in the total amount of $618. Three of the four payments were made late, resulting in $21 in late fees and a $6 finance fee, bringing the total to $645. We do not reflect any communication from the customer regarding this order. We would like to clarify that Zip serves solely as the payment processor, and any concerns related to order status, shipping, or refunds must be addressed directly with the merchant. If the customer has reached out to the merchant and the merchant has not responded, the customer may provide documentation of that communication for Zip to further review and determine if any additional action can be taken.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:09/20/2025

  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 placed this order and when the card populated after I made my first payment the card kept declining on the merchant's flight. I contacted customer care several times and was told that this is a "pending" amount and that it would fall off within hours or by 13 days. My bank has posted the first amount for this transaction; therefore there is nothing to fall off. Please cancel this transaction, put my money back into my bank account and adjust my spending power for this transaction that do not work! I did this again because I thought that this was just a fluke on order ************* which needs to be canceled as well because the card didn't work and put my money back into my account. Understand that neither of these transactions worked and the FIRST payments have posted in ny bank accounts!

  Business Response

  Date: 10/07/2025

  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 20th, the customer emailed in advising that the card used when placing the orders was repeatedly declined, the first installment was already withdrawn, and the two orders #************* & #************* needed to be canceled. On September 22nd, an agent responded explaining that refunds can take up to 13 days to apply, and to allow extra time the next installments were pushed back by 7 days. The customer later called in about the two charges and was advised that the orders were in a pending status, which could fall off within 48 hours or up to ************************************************************************ **** once the adjustments are completed.  
  On September 24th, the customer followed up, stating the orders had not been canceled and no refund was reflected with the bank. When the customer called again for an update, an agent explained that the orders were still pending and had not yet been canceled by the merchant, and that Zip cannot cancel the orders directly. The customer requested a supervisor, and the matter was escalated. On September 26th, the customer called once more to follow up, and the agent confirmed that both charges had expired and the full adjustment would be completed on October 1st.  
  Zip sincerely apologizes for the frustration the customer experienced with this situation. We would like to clarify that both Orders #************* & ************* were created on September 18th, although the purchase did not go through on the customer's end, the order was placed in a pending status, which means the merchant still has the option to confirm and capture the payment. Zip is unable to cancel this as the order is pending with the merchant; the merchant has up to 13 days to either confirm or decline the transaction. While the transaction is pending, the first installment may still be charged. If the merchant does not confirm the order, which occurred for both of these orders, the pending transaction will be reversed, and any payment made will be fully refunded.   
  We confirm that both orders were fully refunded by October 1st. The customer received the first installment of $43.75 for Order #************* back to their card ending in **** and the first installment of $61.47 for Order #************* back to their 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:09/19/2025

  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 made a transaction for $1,400 to my leasing company with Zip and made all of my payments except for the second to last one because Zip charged someone else. **stead of contacting me or working with me to resolve the payment mix up, they froze my account and pressured that the charge to the other person was correct. However, the other person who was completely unrelated to my Zip account and charges, disputed the charge on their own. I still do not know who this person was and had no way of working with them to resolve this. But this should have been handled by Zip for having made the mistake. So one day I am no longer able to use the Zip app and my leasing company is alerting me that I *** January's rent well into June... ** addition, they tacked on late fees for every month it WOULD have been considered late. I also had to pay a $100 fee for a payment arrangement to not be evicted. All the while Zip NEVER refunded the order after retracting the payment from my leasing company. I waited two months and stayed in touch with there incredibly unhelpful support team before I also had to dispute the charges with my bank too. I ended up having to pay $400+ in fees and only got $600 of the original $1,400 back thanks to my bank. No answer from Zip for being so awful after years of using their app. I doubt the extra fees will be covered, but I want my money back. This is actually just theft.

  Business Response

  Date: 10/13/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On April 11th, the customer called in after being unable to access the account, and the agent advised that a fraud dispute had been received, temporarily blocking the account while the dispute is resolved, which can take up to 40 days. On April 16th, the customer called again stating the disputed payment was processed on a card belonging to someone else, not the customers card. The agent explained the dispute process and escalated the concern for internal review. On April 17th, the customer called for an update and was advised the matter had been escalated. On April 18th, an agent reached out advising the customer to contact their bank regarding the dispute and to provide any supporting documentation to help expedite resolution. During this discussion, the customer explained the charge was applied to a card that did not belong to them, leading to additional fees, and expressed frustration as to why a different card was charged.  
  On April 21st, an agent confirmed that the card ending in **** was charged because the primary card on file had failed, referencing Zips Terms of Service that allow backup cards on file to be charged if the primary payment is unsuccessful. The customer acknowledged this policy but explained the backup card belonged to another individual who had assisted with a purchase once, and that person did not agree to make payments. The customer also stated the dispute would not be reversed, and that they did not want account access restored, only the payment issue resolved. On April 26th and April 28th, the customer emailed requesting an update on the dispute and account status.  
  On May 9th, the customer called requesting detailed statements for the disputed order. The agent explained how to download periodic statements but escalated the request for a supervisor to provide further assistance. On May 30th, an agent reached out with a breakdown of Order #*************, including payment dates and the cards used, and confirmed that due to the fraudulent disputed payment, the account remains on hold. On June 10th, the customer called again to follow up, and the agent confirmed the dispute is still under review with the internal team, and contact will be made once the matter is resolved.  
  Zip 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.   
  During the investigation, it was confirmed by the customer that they were familiar with the cardholder of the card ending in ***** as this card had previously been used to process the first installment on another order. Zip would like to reference Section 4.1 of the Terms of Service, Access to Your Account, which outlines the customers responsibility for any activity conducted under their account, including transactions made with authorized payment methods "If you permit any person to use your account information, login, or other details with the authorization to obtain credit on your account, you will be liable for all transactions made by that person including transactions for which you may not have intended to be liable, even if the amount of those transactions causes your ************************ to be exceeded. Further, you acknowledge and agree that you will not hold Zip responsible for, and will indemnify Zip from, any liability arising from the actions or inactions of this third party in connection with the permissions you grant." (**********************************************************)   
  We confirm a fraud dispute was received for Order #************* regarding the 7th installment payment of $176 that processed on the card ending in ****. The payment was attempted on March 27th, 2025, on the card ending in ****, but failed. A second attempt was made on the card ending in ****, which also failed, before the transaction successfully processed on the card ending in ****. Records confirm that the card ending in **** was added to the customers account on June 29th, 2024, and was used for Order #************* for the first installment of $59.25. This card was removed from the account on March 27th, 2025 by the customer. The card ending in **** was later removed from the account on May 9th, 2025 also by the customer.  
  As of October 2nd, a full refund has been issued for Order #************** The customer will receive $1,232 refunded to the card ending in **** and $176 refunded to the card ending in ****. We also confirm that Zip will not be issuing a refund or credit for any additional fees the customer may have incurred from their bank.  
  We would like to draw attention to our Term of Service, Section 2.1.5. HOW TO MAKE A PAYMENT/PAYMENT AUTHORIZATION FOR AMOUNTS DUE UNDER EACH LOAN YOU REQUEST "You can add multiple Payment Methods to your Zip account, and you can update or change your primary Payment Method at any time via your account. If your primary Payment Method fails or cannot be charged for a payment for any reason, you authorize Zip to charge your other Payment Methods in the following order. 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 may 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 initiate authorization requests multiple times for each Payment Method." (**********************************************************)   
  Regarding access to your Zip account, to maintain the highest standards of security and protect all our customers, your account will remain blocked due to the previous 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.   

  Customer Answer

  Date: 10/13/2025

  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:09/19/2025

  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 sent various inquiries to Zip inquiring why my account was closed. Through out the years I was a customer my account was in good standing with the company. I didnt have any outstanding payments with them. I wanted to use the app for near future purchases.. it was back to school time. I go to the app to discover my account was closed. I have emails from the app stating they closed my account due to many inquiries on purchases. My card was stolen from a family member so I was questioning on purchases that was purchased in return the company closed my account which makes no sense. I can understand if I wasnt making payments on these questionable purchases, but I was still making payments. I asked for reconsideration and was told no. No one was willing to seek assistance from management as again I was a good paying customer.

  Business Response

  Date: 10/07/2025

  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 submitted a complaint requesting the account be reviewed for reinstatement, citing a strong repayment history and completion of all loans. On August 31st, an agent responded and advised the customer is no longer eligible to use ********************** due to a prior fraud dispute on file. On September 2nd, the customer acknowledged the dispute but explained it occurred a couple of years ago and again requested a review. On September 4th, an agent confirmed the account will remain closed in accordance with Zips policy, and this decision will not be reversed. On October 3rd, a Manager reached out to the customer and provided a verification link to be completed for review to determine if the account block can be removed.  
  Zip apologizes for any frustration the customer has experienced. We confirm the last transaction on the customers account was on November 26th, 2022 for Order #*************. On January 12th, 2023, all four payments for this order were disputed as fraudulent. While the disputes were resolved in Zips favor, the account remained blocked to maintain the highest standards of security and to protect the customer's account due to the previous dispute involving reported fraudulent activity. After reviewing the account, we have provided the customer with a verification link to complete so that we may determine if the block can be fully removed.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  

  Customer Answer

  Date: 10/13/2025

  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,

  I read the response from the company Zip. Years ago they locked my account due to fraudulent activity then they decided to close my account to due various inquiries on purchases which makes no sense. I was still paying Zip. I have great credit with the company. I provided proof.. that was the reasoning I was reaching out to the Better Business Bureau. 

   

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

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