Zilch: Spend with benefits
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Payment System Glitches
Users frequently experience issues with the payment system, such as declined transactions despite having sufficient funds. This affects about 10% of users, causing inconvenience and mistrust in the app's reliability.
The app declined my payments even though I had enough money, making it unusable.
Hidden Fees
There are complaints about unexpected fees, such as charges for not enabling the card or for using certain payment methods. This issue affects around 12% of users, leading to dissatisfaction and account closures.
I was charged a fee for not enabling my card, which was not clearly communicated.
Credit Limit Discrepancies
Some users feel misled by the credit limits offered, which are often lower than initially quoted. This affects approximately 8% of users, resulting in feelings of being misled and dissatisfaction with the service.
I was quoted a higher credit limit than what I actually received, which felt misleading.
Users' choice
Clearpay receives overwhelmingly positive feedback for its ease of use and flexibility, allowing users to split payments into manageable installments without interest. Users appreciate the convenience and reliability, often highlighting its usefulness for budgeting and making purchases more affordable.
Runner up
Klarna is praised for its convenience and ability to spread payments over time, making it easier for users to manage larger purchases. However, some users report issues with customer service and dispute resolution, which can lead to frustration and dissatisfaction.
Straggler
Zilch offers a flexible payment solution with rewards, but user feedback is mixed. Some appreciate the ability to manage payments and earn rewards, while others express concerns about customer service and technical issues, which can detract from the overall experience.
Eligibility Confusion
Users with good credit scores and solid income are unable to access the app's services, while others with poor credit can. This inconsistency in eligibility criteria is causing frustration and dissatisfaction among potential users.
Payment System Issues
The app's payment system is unreliable, with users experiencing declined transactions despite having available funds and no overdue payments. This malfunction leads to a lack of trust in the app's functionality.
Customer Service Problems
Customer service is perceived as unhelpful and dismissive, with representatives eager to end calls without resolving issues. This poor support experience is damaging the app's reputation.
Hidden Fees
Unexpected fees, such as charges for not enabling a card, are causing dissatisfaction among users. These fees are perceived as excessive and not clearly communicated, leading to account closures.
Referral Program Failures
The referral program is not functioning as promised, with users not receiving rewards despite following the process. This failure is leading to frustration and negative word-of-mouth.
Geographic Restrictions
Recent changes have restricted the app's use to UK websites only, alienating international users who previously relied on the service. This limitation is causing users to delete the app.
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