ZAAP Reviews 128

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 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 kept receiving error messages saying that my transfer could not be completed.

Initially I thought the transfer was failing was 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 realise that all of the transactions have gone through to ZAAP despite the error messages.

I sent a screenshot of these pending transactions to ZAAP 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 would revert 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.

I called 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?

Glitchy app. Clunky. Rejects payments from a lot of online sites. Beyond woeful customer service. I sent them an email 3 months ago which they replied to today.

Love this app, fabulous for child

Poor customer service. Have tried ringing multiple times and have to leave a message to ring back. No one ever rings back. Can’t stay on hold. Have tried updating credit card details and it will not let me top up my sons account. Will be going to a major bank for my son.

Zaap is easy to use and great way for my children to have access to their money in a safe way

I couldn’t reorder two new cards for my kids on the website

Was told that there is nothing they can do because the payments were already processed. Odd seeing as though any other bank can help with the same problem we were facing. Disgusting dismissive and not a care in the world for their customers.

App a bit slow but overall it’s convenient for the instant transfers.

Worst product and service ever, do not recommend at all, I got a new bank card so had to update my bank details so I could transfer money to my sons Zaap account, zaap wouldn’t let me do it and told me I needed to contact my bank, bank told me it’s nothing to do with them,went back to zaap they didn’t help me so I’m unable to top up my sons card, plus it doesn’t work at most places, so basically pointless and a waste of money if you bought a custom card like I did

Depositing money into the adult account takes way too much time even after I’ve done it before. It is also annoying that I have to log into the adult account to give an access passcode for my daughter to get into her account on her phone.

I paid money for this product and I’m not happy with it at all.

Hi, overall I love the convenience of the Zaap cards. My issue is that every time I need to top up the parent wallet it takes hours to load therefore can’t transfer funds to kids cards straight away!

Also maybe make visible on the parents account the card numbers for the kids Zaap cards. Just had a recent situation whereby my daughter misplaced her card and she had funds on it, we could have used it for online purchase but without the card details, couldn’t.

Maybe also a feature that allows the parent to take money off the kids card?? Not entirely sure what that might mean for overall functionality

The new card we received won’t work even after being verified
it’s useless
there’s about 150 dollars on it and we can’t use
it
apparently the website is being updated
the whole thing is useless

I found the service to be a basic replacement to pocket money but not much more.
For the basics loading parent wallet is not instant so better plan ahead if you want to move money around.
The app data refresh rate is a bit slow to my liking.
Moving money between parent wallet and kids account is instant and keeping a record of spendings on the account is there
No exciting features in the app like for example assigning chores to the kids and giving them rewards in exchange …
There is a saving option though but again it was not that exciting for the kids
Overall the application did not let me down on the core functionality but did not excite me either …

we haven't been able to access the account since it was started tried tirelessly to get the password right however Indian gave up

Takes hours for money to appear on card not the best in an emergency

I think you should have the parents able to access transferring from the childs account to their savings account.

Some young kids don't have separate devices and I think it would be a good communication option for parents to talk to their kids about their savings.

Terrible customer service, takes too long to transfer money from parent account to wallet, my money even went missing one time