On XX/XX/year>, a merchant ( XXXX ) issued a refund totaling {$150.00} back to my Zip XXXX account ( ending in XXXX ). The refund covered XXXX separate orders : Order # XXXX {$47.00} Order # XXXX {$58.00} Order # XXXX {$52.00} On XX/XX/year>, I contacted Zip customer support and was informed by a representative that the refund had been received but had not yet been processed. I was told the issue would be escalated. Since that time, I have contacted Zip multiple times via phone and email requesting that the refund be applied to my account. Despite these repeated attempts, the refund has still not been processed. I have not received any follow-up communication, timeline for resolution, or explanation for the delay. As of today, Zip is in possession of my funds but has failed to apply the refund or resolve the issue in a reasonable timeframe. This lack of action after multiple escalation attempts is unacceptable and raises concerns about the companys refund handling practices.
CFPB COMPLAINT DATABASE
Zip Co US Inc.
84 real consumer complaints filed against Zip Co US Inc. at the Consumer Financial Protection Bureau in the last 12 months. 0 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Problem when making payments20
- 02Problem with a purchase shown on your statement17
- 03Charged fees or interest you didn't expect12
- 04Problem with additional add-on products or services6
- 05Struggling to pay your loan4
Top states filing
Recent complaints
The 30 most recent complaints against Zip Co US Inc. where the consumer chose to publish their narrative.
I am submitting a complaint regarding Zip ( Zip Co ) and order number XXXX. I was advised by a Zip representative to withdraw a dispute in order to regain access to my account. I followed this instruction in good faith, based on the expectation that my account would be reinstated. However, after withdrawing the dispute, I was informed that I would still not be able to regain access. This is inconsistent with the guidance I was given by your representative. Additionally, the dispute being referenced only reflects the original loan amount of {$69.00}, not the total {$140.00} I was charged. Based on my records, this does not align with the actual activity on my account. I have screenshots of my account from the date in question showing that no additional funds were added that would account for the difference, and that the late fee included would not reasonably bring the total to {$140.00}.…
I am filing a complaint against Zip ( QuadPay ) regarding order XXXX. I used Zip to make a purchase through XXXX XXXX, but I never received the item. I opened a dispute based on non-delivery. Zip denied my dispute without properly investigating the order. I never reported this transaction as a scam, however Zip incorrectly categorized it as a scam-related case and used a one-time courtesy refund from a completely separate order in XXXX ( order XXXX ) to deny my current claim. This is a different transaction in XXXX with a different merchant, and it should have been reviewed independently based on non-delivery. Instead, Zip relied on an unrelated past case and refused to issue a refund. Additionally, Zip referenced and refunded an XXXX order that I never contacted them about, while denying the actual order I disputed. This raises concerns that my case was not properly reviewed. I am being required to pay for an item that I never received, without a proper investigation.…
I am filing a formal complaint against Zip ( formerly Quadpay ) for repeated unauthorized withdrawals totaling {$400.00} after I explicitly revoked my authorization for automatic payments. Zip confirmed in writing that my account was on a payment hold and that my authorization for automatic withdrawals was revoked. Despite this, Zip has processed seven unauthorized transactions : Order # XXXX : {$17.00} ( XX/XX/year> ) Order # XXXX : {$81.00} ( XX/XX/year> ) Order # XXXX : {$82.00} ( XX/XX/year> ) Order # XXXX : {$45.00} ( XX/XX/year> ) Order # XXXX : {$71.00} ( XX/XX/year> ) Order # XXXX : {$51.00} ( XX/XX/year> ) Order # XXXX : {$58.00} ( XX/XX/year> ) On XX/XX/year>, Zip sent two emails acknowledging that a 'freeze ' was not properly applied and apologizing for the error. However, they continue to withdraw funds and claim they ' can not reverse ' the charges.…
Date of Transaction : XX/XX/XXXX Amount Paid to Collection Agency ( Indebted ) on behalf of ZIP : {$190.00} Both Indebted and ZIP confirmed that my debt was fully paid and that my ZIP account balance would be cleared. Despite this, my ZIP account has remained on hold since XX/XX/XXXX for the same balance that was already settled. I have contacted both Indebted and ZIP multiple times, and ZIP has repeatedly emailed me stating that the issue was resolved. However, as of XX/XX/XXXX, my account is still on hold due to this balance. I need this matter resolved immediately. Either clear the balance from my ZIP account as previously agreed, or have the collection agency return my payment so I can pay ZIP directly and have the balance removed without further delay. I do not want this situation to result in any future collection activity or negative credit reporting for a debt that has already been paid.…
I am filing this complaint regarding a refund issue involving a purchase financed through Zip. I purchased an item described as a concealed bulletproof vest from a merchant called XXXX XXXX XXXX. The purchase was financed through Zip using a four-installment payment plan. However, I never received the item I ordered. After contacting the merchant, XXXX XXXX XXXX confirmed through email that they would issue a full refund for the purchase. Because the transaction was financed through Zip, the refund was processed through them. Zip refunded only XXXX of the XXXX installment payments I made. The third and fourth payments have not been returned to me. I previously filed a dispute with my bank regarding this transaction and it was denied from my bank because Zip didn't refund the XXXX and XXXX payment i paid to Zip and I also contacted Zip directly by email approximately XXXX weeks ago to request the remaining refund.…
On XX/XX/year> I used Zip to finance a purchase through XXXX XXXX. The merchant sent the wrong item. I returned the product as instructed and the merchant confirmed receiving the returned package. After receiving the return, the merchant refused to issue a refund and gave conflicting explanations, including claiming the returned item was lost by their warehouse. I attempted to resolve the issue directly with the merchant and XXXX XXXX for over a month and filed multiple disputes. Despite providing documentation, the issue has not been resolved. Zip has declined to assist with the dispute even though I followed their instructions to attempt resolution with the merchant first.
On or about Wednesday, XX/XX/year>, my XXXX telephone number was ported to a different XXXX without my approval. Once I lost service and my service did not resume on my phone, I immediately visited the stor of my XXXX. There I learned my number was ported to a different cell provider Later that evening, when I checked my email there were upwards of XXXX emails where my email address was used for subscriptions. In addition, someone opened a zip account in my name and ordered approximately {$1000.00} worth of products from SQ * XXXX XXXX XXXX XXXX have filed a police report, and a FTC report XXXX The company in question, XXXXXXXX XXXX, is not taking action to complete an investigation and resolve this matter. I have contacted this company numerous times and all I receive in return is a schedule of payments due.
I placed an order on XXXX website on XX/XX/XXXX and paid via Zip financing for a total order of {$240.00} that was supposed to be split up into 8 payments, which is what I had agreed to via Zip. Somehow, my order duplicated on XXXX XXXX website and created 4 separate total orders ( 3 were duplicated ). I then contacted Zip Financing regarding receiving several emails stating my obligation to them going from {$240.00} ( this was with their finance charge of {$8.00} ) to {$1200.00} ( this total is with their finance charge ) and I let them know how much my order was supposed to be ( {$240.00} ) and that this was incorrect and I was then told it'll take about 13 days for charges to drop off. Well these additional charges did not drop off my payment plan. In the meantime, I was also conversing with XXXX, and after contacting the XXXX, I was refunded for the 3 duplicate orders ( in the amount of {$730.00} ) on XX/XX/XXXX from XXXX as they recognized this was an issue on their end.…
I purchased a {$3000.00} mentorship program from XXXX XXXX using Zip installments. The sales process was unprofessional : multiple scheduled calls were missed with no proactive communication, and I was never informed that the mentor would be unavailable immediately after I joined due to a wedding/honeymoon. I joined the program expecting 1-on-1 mentorship and access to live group calls, but these services were not accessible during my enrollment. I paid {$1600.00} through Zip and requested that XXXX XXXX cancel my enrollment, refund the amount paid, and cancel the remaining installments. I also requested clarification on the refund policy and resolution of the sales process issues. XXXX XXXX refused, citing only their internal refund policy, and did not provide any of the requested information. I contacted Zip to escalate the dispute, but they have declined to resolve it, stating that a refund must be approved by the merchant.…
I am filing this as my third complaint regarding a duplicate charge error by Zip related to an XXXX purchase in the amount of {$330.00}. XXXX has confirmed in writing that I only placed and received XXXX order for {$330.00}. I am attaching screenshots as evidence. Despite this confirmation from the merchant, Zip continues to bill me for a duplicate transaction and has failed to correct the error. Zip previously responded to my complaint but did not meaningfully address the documentation provided. Instead of correcting the duplicate charge, they closed the complaint and continue to treat this balance as valid. I have also been notified that the account may be sent to collections, which is extremely concerning given that this balance is disputed and supported by merchant confirmation. This matter has caused unnecessary stress and risk to my credit. I am requesting : Immediate removal of the duplicate charge. Written confirmation that this account will not be sent to collections.…
In XXXX and XX/XX/year>, I was charged duplicate initial deposit payments on multiple Zip ( Quadpay ) orders. These duplicate charges did not fall off, did not reverse, and were not refunded. I reported the issue to Zip immediately and have been trying to resolve it for over three weeks. Zip acknowledged that the issue affected multiple orders and multiple payment methods. They stated in writing that they would conduct a full-account audit covering all of my orders and all payment methods I have used with Zip. However, they never provided the audit results they promised. They did not send a transaction breakdown, did not identify the duplicate charges, did not confirm refund amounts, and did not provide refund timelines. Instead, Zip repeatedly sent contradictory and generic responses.…
I am submitting a complaint regarding Zip Pay and unexplained changes to my account status. My payments have been current, and there have been no missed or returned payments. Despite this, my spending power was significantly reduced to approximately {$10.00} without clear explanation or notice. Zip has previously withdrawn payments successfully from my financial institution. To verify the issue, I contacted my bank directly. They confirmed that there are no holds, blocks, insufficient funds issues, or declined transactions on their end. They stated that the issue does not originate from my financial institution. I have attempted to resolve this directly with Zip but have not received a clear explanation for the reduction in spending power. The sudden change has negatively impacted my ability to use the service as advertised.…
I made ( 2 ) different purchases on XXXX on XX/XX/year> for the same item, XXXX XXXX XXXX which was a XXXX gift for someone and paid for them with the Zip Co debit card. Which is a split payment card. When I made the first purchase, I did not realize that I had a 40 % off coupon so then I purchased it again with the intent to return the first item. I made the return for the first purchase on XX/XX/year>. The return was successfully processed, but I noticed as of XXXX XXXX it did not reflect in my Zip Co app. I reached out to XXXX customer service to confirm the refund did process on their end and they confirmed that it did. Then I reached out to ZIP Code through their app initiating the refund on XXXX XXXX and again on XXXX XXXX. I then called customer service for Zip and the girl could not understand why I only got {$1.00} credit versus removing the entire {$70.00} balance and then they charge me totally {$97.00}.…
On XX/XX/XXXX, I attempted to place a XXXX order using Zip as the payment method. The order did not go through and no food was received. Despite the failed transaction, Zip processed a charge of {$12.00} and opened a payment plan for an order that never completed. I contacted Zip multiple times via phone and was told a refund would be issued within XXXX days and that the payment plan would be canceled. I did not receive any written confirmation, and the refund was not processed within the stated timeframe. The payment plan remains active. I was also advised to contact the merchant ( XXXX ), but I was unable to reach a live representative. I then contacted my financial institution and initiated a dispute. As of today, the charge has not been resolved, the payment plan has not been removed, and Zip has not provided documentation explaining why the charge was processed for a failed transaction.…
I am filing a complaint regarding Zips failure to process a dispute and their repeated delays despite extensive communication. I first contacted Zip on XX/XX/year> regarding XXXX # XXXX. The merchant ( XXXX ) falsely advertised a set of XXXXXXXX XXXX XXXX ; I received only XXXX. The merchant refused the return. Since XX/XX/year>, I have attempted to resolve this directly with Zip through multiple live chat attempts ( some of which failed to connect or were ended by agents ) and repeated email correspondence. After significant delay, I was finally provided a dispute submission link, which I completed over a week ago. Despite submitting the dispute, I received no confirmation, no status update, and no response. Most recently, instead of addressing the dispute already submitted, Zip responded by sending me yet another dispute link, effectively restarting the process with no explanation.…
On XX/XX/XXXX, I placed Order # XXXX through XXXX XXXX using my ZIP Buy Now, Pay Later virtual card. The order was fully paid and the installment plan was completed. I returned the merchandise on XX/XX/XXXX, and the merchant ( XXXX XXXX ) issued a refund of {$28.00} on XX/XX/XXXX. The refund amount reflects that my original purchase was combined with a second order from a different merchant to meet ZIPs {$35.00} minimum installment requirement ; only the item I returned from the XXXX order was refunded. I contacted ZIP support the day before receiving the refund confirmation, requesting that the refunded amount be returned to my original form of payment, as the installment plan for this order was fully paid. The representative assured me that the refund would be applied correctly. However, later that same day, I received an email from ZIP stating they had received the refund but applied it to a completely different order, # XXXX ( XX/XX/XXXX ), which was still outstanding.…
On XX/XX/year> I received the attached letter in the XXXX mail dated XX/XX/year> from a collection agency called XXXX saying that they are contacting me to collect a dept for {$540.00} for a creditor called Zip. I called both inDebted and Zip the day I got the letter and told them that I have no relationship whatsoever with Zip and have never purchased any goods or services from them. I asked XXXX and Zip to adjust their records accordingly. I was told by XXXX that I would get a follow up email from them which have not yet got. Since I did not have XXXX 's response I emailed and mailed them the attached letter dated XX/XX/year> disputing the debt. I currently have an email from Zip dated XX/XX/year>, which I have not yet responded to, asking if I have reported the fraudulent account to authorities. I'm waiting to submit this complaint to you before I reply to Zip Thank You
On XX/XX/XXXX, a purchase was made with XXXX XXXX for a desktop computer, using Zip as the payment method. The order was scheduled for delivery on XX/XX/XXXX. The purchase was placed through my sons XXXX XXXX account, but it was paid for using my Zip account, which is the account being billed and is under my name. On XX/XX/XXXX, XXXX XXXX marked the order as delivered ; however, the delivery confirmation included a photo showing a different address that I do not recognize. The product was not delivered to my address, and I never received the item. I immediately contacted XXXX XXXX multiple times via phone, chat, and through their app, and opened a dispute providing evidence that the item was delivered to the wrong address. XXXX XXXX later communicated by email that they were denying a refund and advised me to contact local law enforcement. I am not requesting a replacement or reshipment ; I am requesting a full refund only.…
On XX/XX/year>, I attempted to place a XXXX order using Zip as the payment method. The order did not go through and no food was received. Despite the failed transaction, Zip processed a charge of {$12.00} and opened a payment plan for an order that never completed. I contacted Zip multiple times via phone and was told a refund would be issued within XXXX days and that the payment plan would be canceled. I did not receive any written confirmation, and the refund was not processed within the stated timeframe. The payment plan remains active. I was also advised to contact the merchant ( XXXX ), but I was unable to reach a live representative. I then contacted my financial institution and initiated a dispute. As of today, the charge has not been resolved, the payment plan has not been removed, and Zip has not provided documentation explaining why the charge was processed for a failed transaction.
On XX/XX/year>. I made an XXXX transaction, that was an instantaneous digital download, would not require waiting but this was a scam and the merchant did not respond to me either. Naturally I had contacted ZIP however I was met with poor service again, and Im not sure why I expected otherwise. I was told to wait 7 days to receive further assistance, which I did, with no such assistance. Agents saying multiple times they will escalate it to the internal team but if theyre saying that every time was it ever actually sent? I have complete reason to believe nothing was sent through the constant repetition I have to go with and restate, and either way that its being said to get you off the line and make you give up on getting your money back, they dont want to help you which is a deceitful practice. Its like getting scammed out of your money isnt any matter of urgent importance. They constantly ignore what you say to prolong the wait and seem to know nothing.…
On XX/XX/year>, I used Zip to finance a purchase from XXXX XXXX XXXX for two LED silk fans totaling approximately {$80.00}. The order was expected to arrive between XXXX XXXX XXXX The item was never delivered, and no tracking information was ever provided. The order status has remained unchanged and shows no shipment activity. I contacted the merchant multiple times by email and phone requesting order status, tracking information, or cancellation. The merchant provided one brief response stating they would look into it and then became completely non-responsive. I contacted Zip and opened disputes, submitting screenshots of the order, lack of shipment, my communications with the merchant, and call logs. Despite this documentation, Zip stated they could not resolve the issue and advised me to wait or resubmit disputes, while billing continued for an item never received.…
On XXXX XXXX XXXX, I attempted a purchase at XXXX ( XXXX, XXXX ) using Zip. The first transaction for {$94.00} was declined at the merchant, and the merchant did not complete the sale. I was instructed by Zip support to attempt the purchase again and was told the declined transaction would fall off. A second transaction was then completed and successfully processed for {$95.00}, which Zip has confirmed was captured under order number XXXX. Despite the first transaction being declined at the register, Zip placed and retained an authorization hold for {$94.00}. Zip support later acknowledged that this pending charge exists only inside the Zip app and does not appear in their processing system, confirming that the merchant never received these funds. I contacted Zip multiple times to request release of the authorization hold for the declined {$94.00} transaction.…
I am submitting this complaint regarding Zip ( Buy Now Pay Later provider ) for failure to resolve a fraudulent transaction and for improper collection activity on a disputed account. I used Zip to purchase credit repair services from a merchant that later proved to be a scam. The merchant received full payment from Zip but never provided any services. I was repeatedly promised onboarding calls, account setup, and service delivery, which never occurred. Eventually, the merchant stopped responding entirely. Upon discovering this, I promptly notified Zip and provided evidence, including screenshots of communications showing the merchants false promises, delays, and ultimate disappearance. Zip acknowledged that the transaction appeared to be a scam and stated that a specialized department would contact me to resolve the issue. Despite this acknowledgment, Zip never followed up, never resolved the dispute, and stopped responding to my inquiries.…
Zip charged me {$170.00} for a merchant transaction that the merchant never received. I have confirmed directly with the merchant that no payment was received. Zip has refused to issue a refund or provide valid proof of payment to the merchant. I am requesting an immediate refund of {$170.00} or documented proof showing the funds were delivered to the merchant. I used zip to pay my telephone bill with XXXX. XXXX said they never received the payment so on XX/XX/XXXX my services were disconnected and I had to pay XXXX to restore my services. I notified zip by email and had made XXXX calls talking to multiple people and nothing is resolved. I also sent a demand letter still no response. I have proof.
On XX/XX/2025, a purchase totaling {$110.00} was made through Zip/QuadPay with an online merchant. After the transaction, it was determined that the merchant was fraudulent. No product was ever received. Beginning shortly after the purchase, multiple attempts were made to resolve the issue. Approximately 10 phone calls and 10 email contacts were made to Zip customer support to report the fraudulent merchant and request a refund. Zip requested documentation proving the merchant was fraudulent, which was provided in full as requested. Despite complying with all instructions and providing documentation, no resolution has been reached. Zip has repeatedly stated that the matter is still under review and that additional time is required. No refund has been issued to date. The account remains in default for this transaction even though the product was never delivered and the fraud was reported promptly and properly.…
Zip is attempting to collect payment on a debt that the original merchant, XXXX, has invalidated in writing ( XXXX Case ID : XXXX ). I provided this proof to Zip multiple times. Instead of voiding the invalid transaction, Zip processed an internal 'adjustment ' and is now demanding I pay {$87.00} for a non-existent purchase. This is an attempt to collect an invalid debt.
On XXXX 2025. I placed it order for XXXX using Zip pay later, website to XXXX, XXXXXXXX XXXX XXXX XXXX Due to the fact that it was on XXXX day, XXXX XXXX was closed and the order was canceled by XXXX because all this grocery stores in my surrounding area was also closed. But Zip it's still charging me for the items i never received in installment payments.
A prior CFPB complaint regarding duplicate charges was closed after Zip Co. stated the issue was resolved. However, this is not accurate. As of today, my Zip account still shows XXXX active installment orders related to the same XXXX purchase activity, and the COMBINED balance exceeds the amount of a single order ( {$340.00} ). Despite Zip 's claim that only XXXX order was fully captured and that adjustments were completed, my account continues to reflect more than XXXX active obligation. There are not pending authorizations ; they are active installment plans. I am requesting that Zip fully correct my account so that only the amount actually captured by XXXX remains active, remove any duplicate installment plan, and provide written confirmation that no duplicate balance or finance charges remain.
I have reached out to the company to dispute these two charges as its showing pay in 4 and two orders listed for 8 payments, I have been getting the run around from the company that I have contacted their merchant and a fraud that I have also submitted to the CFBP on the merchant Order numbers XXXX XXXX
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