Consumer complaint received 2026-06-10 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Zip Co US Inc.
State: SC

Complaint narrative:
CFPB Complaint Missing Refund / Incorrect Billing by Zip Company : Zip Issue Type : Refund not applied, incorrect billing, account servicing failure Complaint Summary I am filing this complaint regarding a refund that was issued by a merchant and confirmed by my bank on XX/XX/year>, but has not been properly credited to my Zip account. Despite repeated attempts to resolve this issue and providing proof that the refund was processed, Zip has failed to correct my account. As a result, my account is now past due, accumulating additional charges, and Zip is threatening to permanently restrict my account if I do not make payments on a balance that should have already been refunded. Timeline of Events XX/XX/year> The merchant issued a refund for my purchase. My bank confirmed that the refund was successfully processed on XX/XX/year>. Following Weeks I noticed that the refund had not been applied to my Zip account. I contacted Zip multiple times regarding the missing refund. I was repeatedly directed back to the merchant despite the fact that the refund had already been processed and confirmed. XX/XX/year> I contacted Zip again to follow up on the unresolved refund. I was informed that my case would be re-escalated for review. Shortly thereafter, I received an automated email stating that my case was being reviewed. Since receiving that automated email, I have not received any meaningful update, response, or resolution from Zip. XX/XX/year> I contacted Zip again via email to inform them that my account is now past due. I advised Zip that additional charges and fees are continuing to accrue on an account balance that should have already been refunded. I also informed Zip that I am receiving notices threatening that my account may be permanently restricted if I do not continue making payments. As of today, I still have not received a substantive response or resolution. Evidence Provided I am attaching : Documentation confirming the refund was processed on XX/XX/year>. Confirmation from my bank verifying the refund. Screenshots of communications with Zip support. The automated escalation/review email received from Zip. Copies of notices showing the account is past due and may be permanently restricted. Records of my follow-up attempts to resolve this matter. Account information showing the balance remains active and is now past due. Impact Zips failure to properly investigate and apply this refund has caused my account to become delinquent through no fault of my own. I am being assessed additional charges and fees on a balance that should not exist. Additionally, Zip is threatening to permanently restrict my account unless I make payments on a disputed balance that should have already been refunded. This has caused financial stress and concern regarding potential negative impacts to my account standing. Closing Statement I have made multiple good-faith attempts to resolve this issue directly with Zip and have provided documentation confirming that the refund was processed. Despite this, Zip has failed to correct my account, is allowing additional charges to accrue, and is threatening account restrictions over a balance that should not exist. I have retained all supporting documentation and can provide proof that Zip was notified of this issue before the account became past due. I am requesting CFPB assistance in obtaining a prompt resolution, removal of all related fees and penalties, and correction of my account.

Company response to consumer: Closed with explanation