Consumer complaint received 2025-11-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Zip Co US Inc.
State: CA

Complaint narrative:
XXXX XXXX I saw a bunch of verification requests being made to my email from ZIP. I got a confirmation of payment from Zip with 4 different payment installments listed, but I didnt notice this until Monday, XX/XX/XXXX. I emailed them to state that I didnt recognize the charges and they were fraudulent. 

XXXX XXXX they responded back to me stating Thank you for reaching out to us regarding the unexpected notifications you've been receiving. We completely understand your concern about the potential fraudulent charge, and we want to assure you that we are currently investigating this issue to ensure the security of your account. They asked if I wanted them to guide me through the dispute process. I said yes. Then they responded with an email that said I am sorry to hear you are seeing charges you didn't place. I am going to assist you with this today. Could you please provide us with the order numbers or any details related to the disputed charges? We understand your concern and want to ensure we investigate this matter thoroughly. Having this information will help us resolve the issue as quickly as possible. I should note that all these emails are signed Regards, Zip US instead of an actual person. I sent them the screenshots of the purchases. 

XX/XX/XXXX, they emailed me back to say that the information I provided wouldnt work and they asked for more information. I resubmitted the screenshots because that was all the information I had about the purchases ( as youll see, the screenshots include the order numbers and purchase dates ) and the email allowed for that information. I sent a follow-up email that said Also, I'd like to address this with your fraud department, as I have NEVER opened aZIPaccount and I am definitely not making purchases. You need to close the account. Please give me a reference number for a fraud report from the investigation that you are conducting. 

XX/XX/XXXX, they responded that they saw that the orders were disputed with my bank and the disputes were in process, but also Please note, you are still responsible for making payments in time for the remaining installments of any open payment plans. 
You can make payments via theCustomer Portal, where you can log in by entering your mobile number or email address and see your past payments and payments due.I responded on XX/XX/XXXX with a long email that that was unacceptable- at this point, I feel they are ignoring me and assuming I am some stupid customer who is either trying to swindle them or too stupid to know that I made these charges. 

XX/XX/XXXX, I get notification that a purchase had posted to my now NEW credit card account. I immediately called my card to dispute it and they closed the account and reissued a card a second time. They told me that the purchases were allowed because they are going through a digital account number. I sent Zip a dispute claim through their website stating that I was filing with you and the Federal Trade Commission. I also attempted to see if I could log into the website ( a website that looks unfamiliar to me ) and I could not without a verification check through a verification website.

Company response to consumer: Closed with explanation