Consumer complaint received 2023-08-17
Company: Zip Co US Inc.
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Charged fees or interest you didn't expect

Complaint:
Prior to XX/XX/2023 I contacted Zip to inform them that I was not given a {$10.00} promotional credit against the loan they gave me that would have reduced the amount of the loan. They also incorrectly charged me {$3.00} that was not stated at the time of check out through XXXX Because my " payment method '' was through Zip, XXXX would not be able to do anything to correct the matter. I was asked to provide proof of the discount being available. I submitted a screenshot with the promotion that explained that there would be {$10.00}. I reached out to Zip repeatedly and they brushed off my concern and have now resorted to outright ignoring me. 

On XX/XX/2023 I used their customer support email rather than their virtual chat so that I may retain a record. The following is a summary of events from that date until now. 

XX/XX/XXXX : Zip replied to my email notifying them that the loan amount was incorrect and the discount was missing. They told me that I had signed up for an account in XXXX of this year. I informed them I did not willingly sign up for any such account. 

XX/XX/XXXX : I received another email reiterating that they believed I did create an account in XX/XX/2023. I explained to them no, I did not nor did I authorize anyone to create such an account. I expressed my concern that if clicking a website link automatically generated a line of credit that is not only concerning, but not okay. 

XX/XX/XXXX : They repeat the same thing about the account being created in XXXX, but don't address my concern about the {$10.00} credit or how the account was created in the first place. I respond repeating myself. 

XX/XX/XXXX : I receive a reply saying that the matter has been referred to another internal team and to await a response. 

XX/XX/XXXX : I receive a reply from a different agent asking me to provide proof of the discount in question. I provide a screenshot to them and explain what is wrong with the loan and how it should be reduced by {$10.00} given the fact I was within the terms of the advertisement. 

XX/XX/XXXX later in the day : I receive the same repeated response as prior to XX/XX/XXXX and I respond to them to read the notes of the prior emails to indicate that it is incorrect. 

XX/XX/XXXX even later in the day : They repeat the same line again about the account being created in XXXX without answering my question on how the account was created. I repeat again to please read the prior emails of me explaining that I did not to my knowledge create any such account nor does the offer advertisement that I provided say that just creating an account without transacting. I ask them to please assist me as this has become a tedious back and forth. 

XX/XX/XXXX : The same response. I respond with asking my issue to be escalated. I do not receive a reply. 

XX/XX/XXXX : I follow up on the matter and do not receive a response. 

XX/XX/XXXX : I still have not received a response and see they have closed my support ticket in instant chat. I retained records of all emails between myself and Zip Co. I inform them that if I do not receive a response I will contact the CFPB.

Company response to consumer: Closed with explanation