Had an issue with Zip? Get a real response.
Zip is a popular Buy Now Pay Later service allowing customers fast, flexible payment options. The company offers several ways for Aussies complain about any issues they may have.
Contacting Zip via the online form or the website's chat function is typically the recommended method as it has the added benefit of creating a paper trail and generating a reference number for you to keep track of throughout the complaints process. However, Zip also offers an email, phone number, and mail address as alternate contact options, with phone being a top option for those who want a quick response.
Customers typically complaint to Zip about issues like unexpected fees, unauthorised transactions, billing and double-charge errors, or account access problems. Providing screenshots or bank statements can help speed up your case, particularly if you're logging a billing or charge error.
Zip's support team is considered responsive and fair. Issues are usually resolved within 30 days, at the latest, with most cases turned around within a week.
If you're having no luck with Zip's support team, Aussies also have the option of escalating their issue to regulatory bodies like the Australian Financial Complaints Authority (AFCA), and the ACCC for any breaches of policy.
How to submit a complaint with Zip
Zip customers can raise complaints through several free channels:
- Phone: Call (02) 8294 2345 (Mon–Sat, 9am–5pm AEST). You’ll receive a case reference number.
- Online Form: Use the Zip Complaint Form to log your issue. A ticket will be created and sent to your email for tracking.
- Email: Send complaints to complaints@care.zip.co with your details and issue.
- In-App/Chat: Use the Zip app or website chat and state you want to lodge a formal complaint.
- Mail: Write to: Complaints Officer, Zip, 7/180 George Street, Sydney NSW 2000.
Tip: Always provide your account info, order/transaction numbers, and screenshots (where relevant).
Here’s what to expect:
- Acknowledgement: Within 1 business day (or as soon as practicable).
- Investigation: Your complain is assigned to Zip’s internal dispute resolution team or a case manager.
- Timelines:
- Initial response: within 10 business days.
- Final response: within 30 days (or 21 days for financial hardship/credit issues).
- Initial response: within 10 business days.
- Updates: Zip will keep you informed. If they resolve your case within 5 business days, they may not issue a formal response unless you request one.
- Resolution: Could include reversal of fees, correction of billing errors, or account adjustments.
Common complaints against Zip
The most frequent Zip complaint themes include:
- Unexpected Fees: $99 establishment fees or monthly charges surprising customers.
- Billing/Payment Errors: Unauthorised transactions, incorrect balances, or refund delays.
- Customer Service Delays: Slow responses or difficulty reaching support.
- Account Access/Verification: Account holds, upgrade denials, or identity verification problems.
Tip: Keep detailed records of fees, payments, and communications, as this helps Zip resolve issues faster.
Zip complaints submitted through Ajust
I’m a pensioner and the interest, monthly fees, and late charges on my Zip account kept stacking up until I couldn’t make real progress on my balance. Even when I paid, it felt like I was only covering fees, not reducing what I owed. I also discovered payments hadn’t been credited properly, which added to the stress and left me feeling ignored and financially stuck. - Angela
After my hardship arrangement ended, I was told my Zip account was frozen and no interest was building, but I couldn’t log in to check. I kept paying, relieved I was doing the right thing, only to have months of interest added all at once. My balance jumped unexpectedly, and I still couldn’t see how it was calculated. It’s been overwhelming and incredibly hard to get clear answers. - Havarna
How other consumers Zip complaints got resolved
Hidden Fee Dispute: A customer charged with an unexpected $99 setup fee escalated the case to AFCA. Zip admitted it was poor communication and refunded the fee.
Billing Error: An unauthorised charge was reported by a customer. Zip investigated and reversed the charge, restoring the customer’s trust.
Account Error: A user couldn’t process payments. After contacting Zip through chat and email, support walked them through troubleshooting, fixed the issue, and followed up by email.
- Internal Escalation: Request review by a senior case manager or Complaints Officer.
- AFCA (Independent Ombudsman): If unresolved after Zip’s process, contact the Australian Financial Complaints Authority (AFCA) which is a free source of mediation:
- Website: afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Website: afca.org.au
- ACCC & State Fair Trading: Report systemic issues (hidden fees, misleading conduct) to ACCC or your state’s Fair Trading office.
- BNPL Code Compliance Committee: Zip is a signatory to the Buy Now Pay Later Code of Practice. Breaches can be flagged here.
- AFCA: Ombudsman for all Zip finance/credit complaints. Free, impartial resolution.
- ACCC: Oversees consumer law. Report misleading or unfair conduct.
- Fair Trading (State Agencies): NSW, VIC, QLD, etc. help mediate disputes.
- BNPL Code: Zip follows industry standards for fair treatment, hardship support, and transparent complaints handling.
- 📞 Phone: (02) 8294 2345
- 📧 Email: complaints@care.zip.co
- 📝 Zip Online Complaint Form
- 💬 Zip Help Centre & Chatbot
- 📄 Zip Complaints Policy
- ⚖️ AFCA Complaint Portal
- 📑 BNPL Code of Practice
Zip Complaints FAQs
What’s the fastest way to submit a formal complaint with Zip?
The fastest way is using Zip’s online complaint form or in-app chat, asking to lodge a formal complaint. These channels create a tracked case instantly and send confirmation by email. Phone complaints are also effective if you need real-time help, but online options suit time-poor consumers who want written records. Always include your account details and transaction numbers to avoid delays and speed up Zip’s investigation process.
How long does Zip take to respond after I submit a complaint?
Zip usually acknowledges complaints within one business day and provides an initial response within 10 business days. A final written outcome is expected within 30 days, or 21 days for credit or financial hardship issues. If your issue is resolved within five business days, Zip may close it without a formal letter unless you request one. Keeping records helps ensure timelines are met.
What issues do people most commonly complain to Zip about?
The most common Zip complaints involve unexpected fees, billing or payment errors, account access problems, and slow customer service responses. Many consumers report surprise establishment fees, delayed refunds, or incorrect balances. These issues are usually fixable once formally logged, especially when you provide clear evidence like screenshots, statements, and payment records to support your complaint.
What can I do if Zip doesn’t resolve my complaint properly?
If Zip doesn’t resolve your complaint, you can escalate it to a senior case manager or the Complaints Officer first. If you’re still unsatisfied, you can lodge a free complaint with the Australian Financial Complaints Authority, which makes binding decisions. You can also report broader issues to Fair Trading or the ACCC if you believe Zip’s conduct is unfair or misleading.
You’ve done your part, now it’s time to hold Zip accountable.
Take the final step and submit a complaint that gets seen and responded to.