ZEN.COM for peaceful shopping 4+

ZEN violates agreements and disregards your rights

I am disappointed with my experience with ZEN due to their breach of agreements and disregard for my rights as a customer. I had initially discussed my intended account usage with their business manager, who approved my activities and confirmed that the risk level was acceptable. For nearly six months, I operated my account as agreed upon, with occasional inquiries from ZEN which were promptly and amicably resolved.

However, my account was suddenly blocked without any explanation or warning, stating that I now posed a high risk despite no changes in my account activities. It would have been reasonable for ZEN to inform me of any changes in their risk assessment so that I could adapt my approach accordingly.

Today, I reached out to ZEN again with detailed explanations and attached correspondence with the business manager. Their response was:

"I am sorry to inform you, but while we appreciate your diligence in explaining your situation, we will not be able to open a new account for you. The decision about the closure of your previous account is final and there is no possibility of opening a new one."

I find this situation highly disappointing and unprofessional, as it shows a lack of commitment to their customers and a disregard for the agreements made. I would advise caution when dealing with ZEN, as their actions can be unpredictable and their decisions seemingly arbitrary.

Overall Rating: 1/5 stars

Developer Response ,

Hello, thank you for your feedback. It has been mentioned that ZEN.COM is a licensed financial institution, regulated by the Bank of Lithuania and European regulations. Being a regulated financial institution and being subject to European regulations also means that we are obliged to comply with AML / KYC procedures, which involve the need to prove the origin of the money placed on the market. ZEN.COM agents put much effort to assist their best by having contacted you by mail in order to pass relevant data. We are sorry you are unhappy with ZEN.COM's service, you are encouraged to contact us in case of further questions at hello@zen.com.

Disappointing Experience with ZEN Customer Support

I recently attempted to register with ZEN bank and encountered a frustrating experience with their customer support. Despite a minor mistake in my name during the registration process, ZEN refused my application without providing any specific reasons. Their response cited “compelling reasons” and regulatory requirements, which they were unwilling to disclose or discuss further.

As a potential customer seeking to establish a banking relationship, I find this level of inflexibility and lack of transparency deeply disappointing. The mistake in my name was trivial and easily correctable, yet ZEN refused to reconsider their decision or provide any pathway for resolution. This reflects poorly on their commitment to customer service and flexibility in handling simple errors.

I would caution others considering ZEN bank to be aware of their rigid policies and the potential for arbitrary decisions without explanation. If this is how they treat prospective customers over a minor issue, I can only imagine the challenges one might face as an actual customer.

Overall, my experience with ZEN has left me feeling frustrated and undervalued as a potential client. I will be exploring other banking options that prioritize customer satisfaction and flexibility in their service approach.

Unexpected Account Closure with No Explanation - A Call for Greater Transparency

After recently creating an account with ZEN, I was taken aback when it was unexpectedly closed, and I was unjustly accused of activities that allegedly violated ZEN's Terms of Use. Despite my attempts to seek clarification or detailed reasons for the account closure, my inquiries were met with responses that lacked specificity and did not address my concerns.

While I fully understand the necessity of protecting the platform and its users from potential fraudulent activities, transparency and fair treatment towards all users are critically important. It is essential for financial institutions like ZEN to adhere to high standards in their decision-making processes and communications with users.

Regrettably, my experience highlights a risk for new users: the possibility of having their account unjustly closed without the opportunity to contest the decision or receive an explanation. I hope my feedback will inform others about the potential challenges they may face when using this application.

I urge ZEN to improve their verification processes and communication strategies to ensure greater transparency and fairness in how they manage user accounts. I hope that ZEN will consider this feedback to enhance the user experience in the future.

Developer Response ,

Hi, thank you for your comment. We are sorry to hear that you experienced inconvenience, however we would like to correct a few things:
ZEN.COM is a payment institution with a finance license to operate in Europe, regulated by the Bank of Lithuania. Consequently, it is subject to the same rules as banks and other payment institutions. Such an action is taken only when there are suspicions of non-compliance with ZEN.COM regulations and EU law. If a situation arises in which we are unable to provide services to a given person. The regulations that apply to payment institutions such as ZEN.COM place certain obligations on us, which we intend to comply with out of respect and deference to both customers and regulators. We want everyone to feel safe using ZEN.COM. The quality of our service is validated daily by satisfied customers who express their satisfaction through both public and private channels.
Should you have any further questions, if you are not already in contact with our customer service department, we would be happy to address any concerns - please email us at hello@zen.com. Unfortunately, we are not able to help you through the App Store service, among other reasons due to GDPR regulations