Consumer complaint received 2023-06-23 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Zip Co US Inc.
State: TX

Complaint narrative:
To Consumer Financial Protection Bureau, I am writing to file a formal complaint against Zip  ( XXXX ) regarding ongoing account hold issues and unethical practices that I have encountered on their platform. Despite my attempts to resolve these issues directly with Zip, I have not received a satisfactory resolution, which has led me to escalate the matter to your esteemed organization. 

On XX/XX/21, I reached out to Zip 's support team regarding an account hold triggered by signing out of my previously logged-in devices and re-signing in ( XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  ) on the same day. I requested immediate removal of the hold, as it was preventing me from creating new virtual cards or making purchases using Zip. Although the hold was temporarily lifted after the 48-hour period, I encountered the same error message when trying to create another virtual card for a different purchase. This recurring issue has happened more than 15 times since I joined Zip earlier this year.

Zip 's support team has assured me on multiple occasions that this issue would not persist in the future once the temporary hold is automatically removed. However, the problem continues to recur without any just cause. 

Additionally, I would like to bring to your attention the unethical practices exhibited by Zip 's support team. They have repeatedly provided false promises, assuring me that I need not worry about the issue recurring in the future. This lack of accountability and failure to deliver a lasting resolution not only causes inconvenience but also undermines the trust I have placed in the reliability of Zip 's services. 

In light of these ongoing account hold issues and unethical practices, I kindly request your intervention in this matter. I seek the following actions to be taken by Zip ( XXXX ) : 1. Immediate removal of the account hold that is unjustly preventing me from creating virtual cards and making purchases. 
2. Implementation of effective measures to prevent the recurrence of such account holds in the future, ensuring a seamless and uninterrupted user experience.

3. Increased spending power limit to compensate for the inconvenience caused by these ongoing issues and to provide a more satisfactory user experience. 

If Zip ( XXXX ) fails to address these concerns in a prompt and effective manner, I kindly request your assistance in investigating this matter further and taking appropriate action to rectify the situation. I believe that the intervention of the Consumer Financial Protection Bureau is necessary to ensure fair and ethical practices within the industry and to protect consumers from such recurring issues. 

Thank you for your attention to this matter. I trust in the Consumer Financial Protection Bureau 's commitment to upholding consumer rights and fostering a fair marketplace. I look forward to your feedback and a resolution to this complaint. 

Regards,

Company response to consumer: Closed with explanation