Consumer complaint received 2024-11-26 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Zip Co US Inc.
State: NY

Complaint narrative:
Complaint : Deceptive and Unlawful Practices by Zip Dear XXXX XXXX XXXX, I am submitting this formal complaint regarding Zip, a Buy Now, Pay Later ( BNPL ) service provider, for engaging in deceptive, evasive, and unlawful practices that directly violate consumer protection laws, including the Truth in Lending Act ( TILA ). These practices not only harm consumers financially but also cause significant emotional distress and undermine trust in financial services. 

# # # **Summary of the Issue** On XXXX XXXX, XXXX, I used Zip to finance a purchase from XXXX XXXX totaling ** XXXX XXXX. However, the package I received was incomplete. Despite my repeated attempts to dispute the charge with Zip, the company has refused to honor its obligations as outlined in its own terms and conditions, as well as applicable consumer protection laws. 

# # # **Details of the Complaint** XXXX. **Refusal to Provide Dispute Resolution** : - Zip 's terms explicitly state that customers may dispute billing errors by contacting the company in writing within XXXX  days of the error. I adhered to these requirements, yet Zip denied my request to dispute the transaction, falsely claiming that no dispute process exists while simultaneously acknowledging the language in their contract. 
- This refusal to act on its contractual obligations leaves consumers with no recourse when merchants fail to deliver goods or services as promised. 

XXXX. **Evasive and Deceptive Customer Service Practices** : - Over the course of nearly a month, I corresponded with multiple Zip agents and supervisors across several interactions. All representatives displayed a pattern of sidestepping my concerns and providing inconsistent responses. 
- These agents repeatedly avoided direct questions about the dispute process, further frustrating my attempts to seek resolution. 
- I have recorded conversations with these agents, as well as extensive email correspondence, which illustrate this pattern of evasion and lack of accountability. 

XXXX. **Impact on XXXX : - Financial Harm : Zips refusal to act has forced me to remain liable for charges on goods I did not fully receive. 
- XXXX and XXXX XXXX : The continuous denial of assistance and the evasive practices of their representatives have caused significant stress and frustration. 
- Breach of Contract : By denying the existence of a dispute process outlined in their terms, Zip creates a false sense of security for consumers while failing to provide the protections they advertise. 

XXXX. **Violations of Federal Consumer Protection Laws** : - Under the Truth in Lending Act ( TILA ), financial service providers are required to provide mechanisms for disputing charges for defective or undelivered goods. Zips refusal to honor this obligation constitutes a clear violation of TILA provisions. 

# # # **Evidence Provided** I am submitting the following documentation to support my complaint : - **Transaction Statement** : Showing the purchase details and Zips payment terms, which explicitly mention the process for disputing charges. 
- **Email Correspondence** : Nearly a months worth of exchanges with multiple agents and supervisors, all of whom were evasive and unhelpful. 
- **Recorded Conversations** : Documenting the agents repeated denial of a dispute process while acknowledging the contractual language. 
- **Contractual Language** : Clearly outlining Zips obligation to investigate disputes and provide a resolution, which they failed to honor.

# # # **Request for Investigation** I urge your agency to thoroughly investigate Zips practices and determine whether they are in violation of : - Federal consumer protection laws, including XXXX. 
- State regulations governing XXXX providers and financial service companies. 
- Contractual obligations to consumers. 

# # # **How These Practices Harm Consumers** Zips deceptive and evasive practices pose significant risks to consumers : - **Loss of XXXX : Consumers are led to believe that their transactions are secure and protected, only to discover that Zip denies any recourse when disputes arise. 
- **Financial Hardship** : By refusing to address legitimate disputes, Zip forces consumers to pay for goods or services they did not receive. 
- **Emotional Stress** : The lack of resolution and accountability causes undue stress and frustration, damaging the mental well-being of affected individuals. 

# # # **Request for Relief** In addition to an investigation, I am seeking damages for the financial and emotional harm caused by XXXX refusal to honor its dispute resolution process and the time I have spent attempting to resolve this matter. 

I am happy to provide additional evidence or clarification as needed. Thank you for your attention to this matter. 

Sincerely, **Travis XXXX XXXX XXXX

Company response to consumer: Closed with explanation