ZEN.COM for peaceful payments 4+

I don’t usually write reviews but this I have to give it to this app

Very simple interface and easy to use, my second day using it and I already love it.
Tried the customer support live chat and they replied instantly, hope not to experience any issues in the future.

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

Відповідь розробника ,

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.

ZEN doesn’t proceed transfers made to top-up account!

My friend sent me some GBP on April, 25th from Wise bank through SWIFT. After few days of waiting, I’ve reached the support and got cliche respond saying that my request is being processed and that financial team will get back to me asap. Since that time I received no updates on my case. After two weeks of waiting, I started texting support every other day. And guess what happened? Yay! They’ve restricted my account for literally no reason. They’ve made me to record a video of myself because otherwise they won’t continue reviewing my case. That’s freaking ridiculous!!! Today I texted them as usual, but received copy-pasted reply from an agent. Hope this review will make future clients of Zen think twice before depositing funds to this bank. As soon as I get my GBP, I’ll immediately close my account!

Відповідь розробника ,

Dear muralya, thank you for working with us to resolve the problems you experienced. Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. We appreciate the chance to work with you to resolve the situation, and remain available if you have any further questions or concerns. Our customer reviews are very important to us, and we hope that you will be willing to revise your review based on your further experiences

We appreciate your time and your business.