Hi nicole. In June, I accidentally paid my Zip Pay account twice. Since then, I’ve been trying to get the money refunded and done with Zip – I deactivated the account at the same time I was on a mission to fix my credit score. I wouldn’t even mind if they reactivate my account so I can use the credit for my usual expenses, but they are almost impossible to get. You wait for hours on hold, and the few times I have successfully contacted them they say I have given them the wrong account number when I have also sent them a screenshot of my real account. Once again, on August 11, I was told that it had been processed but there was no change. Two months have passed. Could you help me unlock my (own!) money? Greetings, James.
It was quite a process to “unzip” your money, James, but after contacting the company on your behalf, I’m happy to report that it’s now in your bank account, and Zip has awarded you $100 compensation for your inconvenience. .
The biggest issue here was the level of difficulty in solving a problem with such a digital service, a major global player in the fintech space.Credit:Louis Douvis
Giving the company the benefit of the doubt, I’d say it was a glitch or repeated human error; it has shown me that there were multiple attempts to transfer your money over the two months and all were recovered.
When I called and his case was escalated to head office, a Zip spokesperson told me that it had been resolved that day. Yet he hadn’t: another rebound.
The really weird thing is that Zip couldn’t seem to see this. Also, like you, he had given the company his corrected account number.
The spokesman said the company was reviewing their experience to “understand how we can be better.”
“At Zip, we care about making sure our customers have great experiences with us. When problems arise, we want to work with customers to fix them quickly. Zip is always looking to improve.”
That’s fine, but the disappointment is that they paid the $100 compensation into your Zip account instead of depositing it, at the same time as your refund, into your bank account. Cynically, this may be contrary to your goal of closing your lines of credit and repairing your credit score.
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