ComplaintsforEarly Warning

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I transferred money through my banking app using the Zelle option (only option given to me) and figured that my Bank would guarantee my money since im using my banks app.... as SOON as I sent the payment I realized that I was scammed and instantly called my bank then the Zelle company to STOP my payment. everyone told me touch luck... The fact that neither my bank OR or Zelle would do anything to even TRY to get my money back from the disgusting scammers is absurd and I feel like more people need to know NOT to use Zelle even though every major banking institute promotes it... I'm out 950 dollars, and trying to do my due diligence to STOP the payment from going through I am told touch luck....

  

  Business response

  11/24/2021

  Dear **** ********,
  Thank you for contacting Zelle® about your recent experience. This letter is in response to your CFPB
  complaint, received on November 18, 2021.
  We are sorry to hear this and understand that the situation must be very frustrating. Zelle takes reports
  of this type of activity seriously. We work with our partner banks and credit unions to investigate reports
  of improper use of Zelle.
  Both Zelle and its participating banks and credit unions look for opportunities to educate and remind
  consumers on how to use Zelle safely. For example, we advise consumers within the Zelle app, on our
  website, and in the Zelle Network® User Service Agreement that Zelle is intended for sending money to
  friends, family, and others they trust. If a consumer doesn’t know the person or aren’t sure they will get
  what they paid for (for example, items bought from an on-line bidding or sales site), we recommend
  they do not use Zelle for these types of transactions, which are potentially high risk.
  We understand that you would like Zelle to issue a refund of $950.00, however, we respectfully decline
  the request as Zelle does not offer a protection program for authorized payments. Examples of these
  messages can be found at the following locations:
  *********************************************** ***************************************************************************************************************** *******************************************************
  Sincerely,
  Zelle Support 

  Customer response

  11/29/2021

  I will be submitting an online fraud and scam report with the *** and will consider a larger legal action.

  

  Business response

  12/07/2021

  December 7, 2021
  Dear **** ********,
  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB
  complaint, received on November 30, 2021.
  Here at Zelle, we strive to provide exceptional customer service. We are disappointed to learn of your
  experience and of the service you have received in your efforts to resolve this matter. Please be assured
  that we take these matters seriously and we appreciate you taking the time to tell us about your
  experience. Your feedback will allow us to correct any problems and improve in these areas so we can
  better assist you in the future.
  We can assure you that an internal investigation has been completed and appropriate action within the
  Zelle Network has occurred.
  Sincerely,
  Zelle Support 

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scammed out of $300 through Zelle . The person scammed me out of my money and hacked my ******** account. The transaction happened on 10/23 I contacted Zelle they said it was nothing they could do. I contacted the Bank and they also denied my claim. I did some research and I see where Zelle is a app that scammers use because they know that people can’t file a dispute to get their money back. I’m highly upset and I have been denied twice on my despite

  

  Business response

  11/16/2021

  November 16, 2021
  Dear ******* *******,
  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB
  complaint, received on November 11, 2021.
  We are sorry to hear this and understand that the situation must be very frustrating. Zelle takes reports
  of this type of activity seriously. We work with our partner banks and credit unions to investigate reports
  of improper use of Zelle. We can assure you that an internal investigation has been completed and
  appropriate action within the Zelle Network has occurred.
  Both Zelle and its participating banks and credit unions look for opportunities to educate and remind
  consumers on how to use Zelle safely. For example, we advise consumers within the Zelle app, on our
  website, and in the Zelle Network® User Service Agreement that Zelle is intended for sending money to
  friends, family, and others they trust. If a consumer doesn’t know the person or aren’t sure they will get
  what they paid for (for example, items bought from an on-line bidding or sales site), we recommend
  they do not use Zelle for these types of transactions, which are potentially high risk.
  We understand that you would like Zelle to issue a refund of $300.00, however, we respectfully decline
  the request as Zelle does not offer a protection program for authorized payments. Examples of these
  messages can be found at the following locations:
  *********************************************** ***************************************************************************************************************** *******************************************************
  Sincerely,
  Zelle Support 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The representatives asked for my full social security number 4 times. Both emails were not received. This company has my Dads information on my file!!!! Asked for supervisor, said none are available ( 3 people said same thing) Wanted to pick up the report in person no response. Not my fault your taking 2 weeks. Did it take 2 weeks to deny my name ? AG office will be notified if this is not resolved, you have the wrong person on my file.

  

  Business response

  11/10/2021

  November 10, 2021

   

  Dear ******* *******,

   

  Thank you for contacting Early Warning. We are committed to providing a convenient and positive experience throughout this process. This letter is in response to your BBB complaint, received on November 4, 2021.

   

  Early Warning is a nationwide specialty consumer reporting agency that complies with applicable provisions of the Fair Credit Reporting Act (FCRA). As a consumer reporting agency, banks and credit unions provide information to us about checking and savings account history and activity.

  The FCRA strictly limits who can have access to your Early Warning consumer report and how your Early Warning consumer report can be used. Such entities must have "permissible purpose" (as defined by the FCRA) in order to obtain and use your Early Warning consumer report. You can learn more about Early Warning by visiting our website at https://www.earlywarning.com/consumer-information.html.

  Our records indicate a Supervisor was able to reach you on November 5, 2021 and assist you.

  Early Warning has up to fifteen (15) days from the date you were verified (November 3, 2021) to complete the processing of your consumer report.

  If you believe you have become a victim of fraud or identity theft, you should contact one of the nationwide credit reporting agencies and place a fraud alert on your credit report.

  • Equifax

  • Experian

  • TransUnion

  For more information on fraud alerts, you can visit the Consumer Financial Protection Bureau's website (https://www.consumerfinance.gov/learnmore/). Also see the Resources for Victims of Identity Theft section on our website (https://www.earlywarning.com/consumer-information.html#scams). We have also sent you information regarding remedying the effects of identity theft for your reference on November 3, 2021.

  If you have any additional questions or concerns, we encourage you to contact us by phone at 1.800.745.1560 between the hours of 8am and 5pm MST, Monday through Friday. Our consumer services representatives are available to assist you.

  Sincerely,

  Consumer Services

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I used to use the Zelle app with a debit card inputed into the system. Then Zelle app started just rerouting the customers to their personal bank to perform money transfers. I sent $100 to a friend and immediately noticed I had gotten the phone number wrong. I canceled the payment. That money was returned, and I was able to send it to the correct number. However, in-between the sending, cancelation, and resending of the money, Zelle lists a transaction of $35 to my friend that I never initiated not did my friend ever recieve. I called my bank to report it because in the midst of this $35 taken from my account that I never sent, my account has now gone in the negative $240.35 because of late fees, overdraft fees and so forth. Zelle tells me to contact my bank, and then my bank shows me proof that they have no knowledge or recordings of me initiating a transfer of $35 either.

  

  Business response

  11/09/2021

  November 9, 2021

  Dear ******* ****,

   

  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB complaint, received on November 3, 2021.

  In reviewing the history of your profile with the Zelle standalone mobile application, there are no transfers present for $35.00. The history of your profile with the standalone mobile application does not list any outgoing transactions. If the referenced transaction is listed within your bank account history, we recommend contacting your bank’s or credit union’s online/mobile banking department for assistance in locating and disputing the payment and information regarding the referenced additional fees that were incurred.

  It is important to note, Zelle does not hold or handle any money. Zelle provides messaging between the sender’s bank or credit union and the recipient’s bank or credit union to facilitate the payment between the two bank accounts, but Zelle does not initiate or process the payment directly.

  Sincerely,

  Zelle Support

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-23-21 I deposited a check in the amount of ******* via atm which was processed by my bank fith third on 10-25-21 I was told by my bank via telephone that a hold had been placed on my check but funds would be available the following day however the funds were not available the next day so I contacted customer service and it was verbalized to me that the check was being held due to insufficient funds of the writer of the check in question. I then contacted my bank branch manger and a agent at my branch whom both informed me that they could not release my funds. I then contacted the writer of the check to see if there was any validity to the accusations or statements made by customer service at fith third the writer of the check informed me that the funds had been taken from her account on 10-25-21 . As of today 11-1-21 my funds have still not been made available to me . I have text messages from fith third customer service stating my funds would be available on 10-26-21 and have a letter from fith third dated 10-25-21 that I received on 11-1-21 that states my funds have been withheld because Confidential Information that a check may not be paid. I have been absolutely at a standstill due to this, have not had gas for work or food to eat the list gos on as far as money for daily ,weekly and now monthly expenses and bills that I cannot pay. I will be charged late fees on all of my monthly bills that I cannot pay today 11-1-21. I do not understand why this has happened and believe it hat I have been lied to and wronged by fith third bank representatives.

  

  Business response

  11/06/2021

  November 6, 2021

  Dear ****** *****,

  Thank you for contacting Early Warning. We are committed to providing a convenient and positive experience throughout this process.

  This letter is in response to your BBB complaint, received on November 1, 2021. Early Warning is a nationwide specialty consumer reporting agency that complies with applicable provisions of the Fair Credit Reporting Act (FCRA). As a consumer reporting agency, financial institutions provide information to us about checking and savings account history and activity. We do not dictate the release of funds. We recommend continuing to work with Fifth Third Bank regarding this matter.

  Sincerely,

  Consumer Services

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/31/2021 I had my Mother send me $230 via Zelle. I had never used the service and I'm glad to never have after this experience. Since my Mother is a business owner she frequently used this crappy app. After hours of not receiving the funds I call Zelle and was placed on hold in excess to 40 minutes or so only to be told their servers are down and to try again in a few hours. The next day I call servers are up but I did not receive the funds due to my cell number not attached to Zelle. I call my bank and have my phone number added to be linked to Zelle. Still nothing! I call Zelle again and was told my bank has its own Zelle customer service. Not I'm not the smartest but what person would automatically know this after speaking with Zelle direct for multiple times? I call my bank and nothing, nothing pending but my phone number and everything is linked. The funds have been withdrawn from my mothers account but the funds are somewhere in limbo and all I do is get the run around. What a joke. The rich will continue to take from the poor. Fair warning to anyone reading this do not use this service all that will happen is lost money and a the run around. AND PASSING OF THE *****

  

  Business response

  11/06/2021

  Dear ****** ******,

  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB complaint, received on November 1, 2021.

  Here at Zelle, we strive to provide exceptional customer service. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. Please be assured that we take these matters seriously and we appreciate you taking the time to tell us about your experience. Your feedback will allow us to correct any problems and improve in these areas so we can better assist you in the future.

  It is important to note Zelle does not hold or handle any money. Zelle provides messaging between the sender’s bank or credit union and the recipient’s bank or credit union to facilitate the payment between the two bank accounts.

  When someone sends money to an enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies the bank/credit union of the incoming payment. The bank or credit union then directs the payment into the corresponding bank account.

  Please note that Zelle is unable to view transaction activity or information when enrollment occurs via a participating bank/credit union. All records regarding your profile and payments made using Zelle is maintained by your bank/credit union.

  If the funds have not yet deposited into your account, we recommend the sender contact their bank’s or credit union’s mobile banking support team for assistance in locating the funds.

  Sincerely,

  Zelle Support

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shipped an item from ******** marketplace and the buyer sent me $475 the Zelle app told me since Im not a business account to send $300 and now wants $700? Ive already shipped my iPhone 11 to them so I have that address to hold this person accountable if its a scam but I just want my $410 Ive sent on the app and the $475 owed to me. The pictures are of the shipment with the address on it and the payments I sent on Zelle to get paid yet still have yet to get paid.

  

  Business response

  10/29/2021

  October 29, 2021

  Dear ***** *******,

  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB
  complaint, received on October 25, 2021.
  
  We are sorry to hear this and understand that the situation must be very frustrating. Zelle takes reports
  of this type of activity seriously. We work with our partner bank/credit unions to investigate reports of
  improper use of Zelle.
  
  Both Zelle and its participating bank/credit unions look for opportunities to educate and remind
  consumers on how to use Zelle safely. For example, we advise consumers within the Zelle app, on our
  website, and in the Zelle Network® User Service Agreement that Zelle is intended for sending money to
  friends, family and others they trust. If a consumer doesn’t know the person, we recommend they do
  not use Zelle for these types of transactions, which are potentially high risk.
  
  We recognized you asked Zelle for a refund of $410.00 however, we respectfully decline your request as
  Zelle does not offer a protection program for authorized payments (for example, if you do not receive
  the goods or services that you paid for, or the goods or services are not as you expected). Examples of
  these messages can be found at the following locations:
  
  https://www.zellepay.com/user-service-agreement
  
  https://www.zellepay.com/support/im-unsure-about-using-zelle-to-pay-for-goods-or-services-fromsomeone-i-dont-know
  
  https://www.zellepay.com/pay-it-safe/using-zelle-safely
  
  Sincerely,
  Zelle Support

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25, 2021 I was contacted by a scammer impersonating as my electric company. He said if I didn't pay $289 within 30 minutes my electricity would be turned off. I was in a panic because I was working from home and couldn't get my electric turned off. My choices were to either pay using ZELLE app or go into the office and pay, but they would charge me an extra $133 if I went in to the office since they already sent the technician out to turn off my electricity. He sounded very official and even said up front we will never collect your personal or banking information right at the beginning. But after I paid he told me the payment did not go through and I needed to resubmit the payment. That is when I knew something was wrong because I already received a confirmation email that my payment was sent. So, I told him I would call him back. Of course, the number was a fake. I called my bank immediately. They told me they could not do anything and I had to contact ZELLE. ZELLE basically told me too bad, nothing they can do and I should contact my bank. Both parties pushing responsibility on each other. When I asked ZELLE if I could have the financial institution's name so I could report it myself, they told me they could not give me that information. I spoke to one representative and two supervisors and not one offered any help or resolution at all. They wouldn't even allow me to file a dispute. A fair resolution would be to refund the money that was stolen from me. At least give me the scammer's banking institution so I can report it. No one is giving me any recourse at all. I have the name and the email address that was used. I also have the confirmation email from ZELLE. A screen shot is attached. Obviously this can be tracked using this information. ZELLE is choosing NOT to help me. By not helping the victims, ZELLE is choosing to aid and abet criminals.

  

  Business response

  10/29/2021

  October 29, 2021
  
  Dear **** *****,
  
  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB
  complaint, received on October 25, 2021.
  
  We are sorry to hear this and understand that the situation must be very frustrating. Zelle takes reports
  of this type of activity seriously. We appreciate the information you provided in your complaint. Zelle
  has investigated the recipient and has taken the appropriate action.
  
  Both Zelle and its participating bank/credit unions look for opportunities to educate and remind
  consumers on how to use Zelle safely. For example, we advise consumers within the Zelle app, on our
  website, and in the Zelle Network® User Service Agreement that Zelle is intended for sending money to
  friends, family and others they trust. If a consumer doesn’t know the person or aren’t sure they will get
  what they paid for (for example, items bought from an on-line bidding or sales site), we recommend
  they do not use Zelle for these types of transactions, which are potentially high risk.
  
  We recognized you asked Zelle for a refund of $289.00 however, we respectfully decline your request as
  Zelle does not offer a protection program for authorized payments (for example, if you do not receive
  the goods or services that you paid for, or the goods or services are not as you expected). Examples of
  these messages can be found at the following locations:
  
  https://www.zellepay.com/user-service-agreement
  
  https://www.zellepay.com/support/im-unsure-about-using-zelle-to-pay-for-goods-or-services-fromsomeone-i-dont-know
  
  https://www.zellepay.com/pay-it-safe/using-zelle-safely
  
  Sincerely,
  Zelle Support

• Initial Complaint

  10/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Zelle to transfer a sum of money, ****** USD to a friend, but she did not receive the money. Excuse me, where did the money go? I called zelle's customer service and it was not resolved. Two months have passed. I am worried that the money is missing.

  

  Business response

  10/29/2021

  October 29, 2021
  
  Dear ***** *****,
  
  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB
  complaint, received on October 24, 2021.
  
  We are sorry to hear of this situation and understand that it must be very upsetting. Based on the
  information you provided, this occurred directly through your bank/credit union. It’s important to note
  that Zelle does not hold or handle any money. Zelle provides messaging between the sender’s
  bank/credit union and the recipient’s bank/credit union to facilitate the payment between the two bank
  accounts. All transaction and/or profile information for Zelle is maintained by your bank/credit union.
  
  If you have not already done so, we recommend contacting your bank directly for assistance in locating
  the funds. Should your bank or credit union reach out to us, we will do our best to assist them.
  
  Additionally, we recommend the intended recipient review any account that may have been enrolled
  with the email or phone number at the time of payment.
  
  Sincerely,
  Zelle Support

• Initial Complaint

  10/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/14 while I was at work I received a text informing me that three zelle transactions had taken place on my account. One for $100, $250 and $500 I immediately contacted my bank regions bank and informed them I had NOT made the transactions the first one was to someone I knew, I contacted them and asked if a zelle transaction had been sent to them they responded yes and promptly gave me the money back, the other two I did not recognize the person never had them in any of my contacts nor had never sent them money. I locked my account, change my password and after work went to the bank to inform them of what happened. I was told the third transaction was pending and had to wait until it cleared to dispute it. I returned to the bank the next day and answered questions about the transactions. I asked if I should be concerned and also asked for help to file a police report and even told them I called the number and tried to speak to the person that was showing receiving the money in hopes to have it returned. Today 10/24 I received a letter from my bank stating they would not be refunding me my $750 because I participated in, allowed or otherwise authorize this use of my online banking credentials. Which I did not do! This is a shame that I took every precaution and have not given my information to anyone to access my account nor authorized the transactions!

  

  Business response

  10/29/2021

  October 29, 2021

  Dear ****** ********

  Thank you for contacting Zelle® about your recent experience. This letter is in response to your BBB complaint, received on October 23, 2021.

  We are sorry to hear of this situation and understand that it must be very upsetting. Zelle takes reports of unauthorized activity seriously. We work with our partner bank/credit union to investigate these matters.

  Based on the information you provided, this occurred directly through your bank/credit union. It’s important to note that Zelle does not hold or handle any money. Zelle provides messaging between the sender’s bank/credit union and the recipient’s bank/credit union to facilitate the payment between the two bank accounts. All transaction and/or profile information for Zelle is maintained by your bank/credit union.

  If you have not already done so, we recommend contacting your bank and filing an unauthorized payment dispute. Should they reach out to us, we will do our best to assist them. Sincerely,

  Zelle Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩