Zilch: Spend with benefits

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of Zilch: Spend with benefits's key feedback

Customer Service Issues

Many users report dissatisfaction with Zilch's customer service, citing unhelpful and rude interactions. Approximately 15% of users seem to be affected by this issue, leading to frustration and unresolved problems.

I lost access to my account and customer service was unhelpful and rude.

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.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Zilch: Spend with benefits

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.

#2 RUNNER UP

Klarna

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.

#3 Straggler

Zilch: Spend with benefits

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.

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Nuggets

Major Highlights of the Week

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.

Despite having a good credit score, I can't use the app, but others with poor credit can.

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.

I had money available, but my payments were declined at multiple stores.

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.

Customer service was unhelpful and eager to end the call without resolving my issue.

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.

I was charged a fee for not enabling my card, which was 20% of my purchase value.

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.

I referred friends but never received the promised referral rewards.

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.

I used to shop online in Kuwait, but now I can't use the app on non-UK websites.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Eligibility Confusion

Payment System Issues

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.

Quotes of the week

Hear from some of the most impactful users to drive changes

I really love using Zilch, it helps me manage my money and best of all avoid long term debt building up.

Decorcaketopperscouk

Unable to use, even with a solid income and good credit score, I witness people with less than poor credit scores being able to use this app for some reason? It’s irksome to be honest, and downright insulting.

John Seraj

All the set up was fine but using it worked once on Just Eat. Still had money to use and wasn’t overdue on payments but the app wouldn’t let me use it. Amazon was declined, eBay declined, and what was laughable, Just Eat became declined. Google only suggests I might be overdue but I’m not, so clearly it doesn’t work and has no way for me the user to even use it. Minus 5 stars 👎

Trash7337

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The quotes of the week

Hear from some of the most impactful users to drive changes

I really love using Zilch, it helps me manage my money and best of all avoid long term debt building up.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Zilch: Spend with benefits

Top Insights This Week

Customer Service Issues

Payment System Glitches

Hidden Fees

Credit Limit Discrepancies

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts