ZAAP

STAY AWAY! – Stay away from ZAAP. Worst service ever. I ordered 2 cards for my kids 13 Sept 2022. They said it would take 8-10 business days to get to me... well its now 1 Nov 2022 and guess what... NO CARDS. I already transferred money into those cards.... I pray that I get it back. "Customer Service" or rather lack of customer service said I would get the… Read more

money back in my card in 3-5 business days so fingers crossed that will actually happen.... Please anyone reading this, dont do it. You will only struggle and never get any cards

DO NOT BUY – They have the worst customer service. I have been trying to get in touch with them for about 3 months. Never answer the phone Do not reply to my emails Having problem with the remote control Keeps buffering So frustrating

Battling to retrieve $900 that has vanished! – I was initially very happy with this product. When I had some initial difficulty activating my son’s ZAAP card, I found the tech support provided via email to be very helpful. My teenaged son has loved having a credit card number to use for online purchases. The 1.5% levy on deposits seemed very reasonable for the service. So far so good. It… Read more

worked perfectly for six months or so. However one day I was attempting to do an emergency top-up of my son’s account. This entailed topping up my parent account first. When I attempted a transfer from my bank account into the ZAAP parent account, I received an error message saying that my transfer could not be completed. I tried to transfer again, and got the error message again.

It occurred to me that my transfer attempts might be failing because I was in a shopping mall with poor mobile reception, but when I tried the transfer again once I was outside the building I received the same error message. I eventually gave up.

The next day I discovered a string of pending transactions on my online bank statement, at which point I realised that all of the transactions have gone through to ZAAP despite the error messages.

I sent a screenshot of these pending transfers to ZAAP by email and asked them what I should do. They told me that I shouldn’t worry, because only the first transfer has gone through to ZAAP and the other pending transfers should release back into my bank account.

Silly me for believing that. The next day all of those transfers clear and the money has gone out of my bank account and into the ZAAP account. I called my bank and they assured me that all of the payments have gone into the ZAAP merchant account, so there’s nothing they can do.

I emailed ZAAP again and sent them a screenshot showing the completed transfers. They promptly responded by email and said that they would refer the issue to their ICT department.

A week later nothing had happened. I emailed them again to say that I didn’t think this should be handled as an ICT issue. They should be able to see the deposits on their bank statement and refund me the money while they continue to work to resolve their ICT issue.

I received no reply, so I tried calling the phone number on the ZAAP website. I then discover that their phone number is not monitored. Then I send ZAAP a further email saying that they have one week to initiate a refund or I will go to the Australian Financial Complaints Authority. Again, no response.

So that’s what I now have to do. Hopefully a formal complaint will resolve the issue. I will also approach Heritage Bank whose banking license ZAAP uses.

But really, who needs a hassle like this?

UPDATE - The wonderful team at AFCA.org.au helped me retrieve my money. Corporate prepaid cards is the AFSL license holder for ZAAP. Now they were who ultimately dealt with my problem and refunded the missing money. Without AFCA I had no hope of getting it back.

No customer service – Ordered product over a month ago and still nothing. No response via email and nobody responds on their Facebook page or reads messages. Not acceptable as a financial services provider. Will be reporting further. Looks like I've lost over $30.