Payday loan, title loan, personal loan, or advance loan -- Problem with the payoff process at the end of the loan -- Complaint #12218232
Complaint Overview
Complaint ID: 12218232
Company: Zip Co US INC.
Product: Payday loan, title loan, personal loan, or advance loan
Sub-Product: Installment loan
Issue: Problem with the payoff process at the end of the loan
State: Kansas
ZIP Code: 662XX
Date Received: 2025-02-25T12:00:00-05:00
Date Sent to Company: 2025-03-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I used Zip to finance a purchase from XXXX through an installment loan, meaning I made my payments directly to Zip. After returning items, I expected my refund to be processed correctly. While Zip refunded {$200.00}, I am still owed {$72.00}. Instead of resolving this issue, Zip keeps deflecting responsibility onto XXXX and refusing to take accountability for their role in the refund process. Key Issues with Zips Handling of My Refund : Acknowledged System Error In response to my previous complaint, Zip admitted that their system continued to display an incorrect payoff balance of {$280.00} even after my items were canceled. This proves that their system failed to update properly, likely contributing to the missing refund. Despite acknowledging this error, Zip has done nothing to fix it or ensure I receive the full refund I am owed. Shifting Blame to XXXX Zip keeps telling me to contact XXXX, claiming they haven't received the remaining refund. However, they have provided no proof that XXXX failed to issue it. Instead of verifying this with XXXX themselves, they expect me to do the legwork, even though I made my payments to Zip, not XXXX. Inconsistent and Misleading Responses Every time I follow up, Zip provides a different explanation, making it clear that they are stalling rather than resolving the issue. They acknowledge the partial refund they received but refuse to process the final {$72.00}, despite having full visibility into the transaction. Unacceptable Delay My refund should have been processed long ago. Instead, Zip keeps running me in circles, doing everything possible to avoid issuing the remaining balance. At this point, its clear that Zip is trying to skirt responsibility rather than handle this refund properly. I expect them to either issue my full refund immediately or provide definitive proof that XXXX has not processed the remaining amount. If this isnt resolved, I will have no choice but to escalate further.
Frequently Asked Questions
What is Complaint #12218232 about?
Complaint #12218232 was filed against Zip Co US INC. regarding Payday loan, title loan, personal loan, or advance loan specifically about Problem with the payoff process at the end of the loan. It was received by the CFPB on 2025-02-25T12:00:00-05:00.
How did Zip Co US INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Payday loan, title loan, personal loan, or advance loan) and describe your issue in detail.
Can I see other complaints against Zip Co US INC.?
Yes, visit the Zip Co US INC. company profile at readthecomplaint.com/company/zip-co-us-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.