Product: Money transfer, virtual currency, or money service

On XX/XX/XXXX I created an account on XXXX. I had a scheduled medical procedure and had to have a ride to and from the procedure at XXXX XXXX XXXX XXXX XXXX in XXXX, TN. I sent out messages to several caretakers on XXXX that were in my area. I had one response but they were not available on the date I needed and XXXX XXXX ( https : XXXX ) reached out and agreed to transport me to and from the hospital for the procedure for XXXX. I tipped him {$100.00} to secure a reliable service person I could call on since I only have estranged family and no friends in the town I returned to to take care of my parents to the end of their lives. I was scheduled to have other medical procedures in XX/XX/XXXX and other medical treatments in XXXX where I could not drive to and from due to medical facility and DEA rules. My communication with XXXX XXXX began on XXXX and then was taken to text messaging via our cell phones ( I have copies of all online and text message conversations from XXXX and XXXX ). In XXXX XXXX XXXX did transport me to and from the procedure in XXXX, TN, waited, and brought me home after the procedure. He was paid XXXX XXXX transactions via Zelle from my XXXX XXXX online portal to his phone number XXXX as his identifier and he was registered as a Zelle user ( I have copies of all transactions ). Earlier in XXXX a XXXX XXXX customer service representative told me transferring money via Zelle was safer than XXXX. On Sunday, XX/XX/XXXX, I contacted XXXX XXXX again via text messaging. I had begun medical treatments at XXXX XXXX XXXX XXXX in XXXX. I had secured rides to and from treatments using XXXX ( XXXX XXXX XXXX XXXX XXXX ) except for the appointment on the following day Monday, XX/XX/XXXX. XXXX XXXX quoted me a price of {$150.00} to drive to XXXX XXXX XXXX XXXX and take me back home in XXXX hours. The fee was a little excessive but I had no other choice. On that Sunday, XX/XX/XXXX, I sent him a XXXX deposit, on Monday, XX/XX/XXXX, I sent him the remaining XXXX before or around XXXX XXXX. He confirmed he had sent both sums of money and Zelle confirmed that via emails ( I have those emails ). He then confirmed the time he would pick me up. At XXXX XXXX he text messaged me and told me he was XXXX minutes away. At XXXX XXXX, I texted him but there was no answer from that point on. I immediately contacted XXXX XXXX to reverse the XXXX transactions for a service not received. They told me I could file the claim but they would not refund my money. They denied both claims 4 times over the past XXXX months. XXXX of those claims were filed at the XXXX, TN XXXX XXXX branch by XXXX XXXX, branch manager. On XX/XX/XXXX I filed a police report with the XXXX XXXX XXXX XXXX XXXX... ( case number : XXXX ) ... Deputy XXXX XXXX He called XXXX XXXX XXXX number and spoke to him. Part of that conversation was shared with me on XXXX XXXX XXXX speakerphone setting. XXXX admitted to giving me service in XXXX but stated he had not had contact with me since and he did not receive any funds from me. He stated he now lived in Arizona and did not go by that name anymore because of " adoption issues ''. Zelle will not talk to me or allow me to file a claim because they say I didn't use their app and that " XXXX XXXX owns their version of Zelle '' ... XXXX XXXX disputes that statement. It was a purchase of a service that was not provided. It states that the money was for transportation services on Zelle 's transactions. XXXX XXXX XXXX XXXX XXXX profile indicates XXXX verifies him, and Zelle shows him as a registered Zelle user. XXXX XXXX misrepresented Zelle as a safe way to transfer money, XXXX XXXX XXXXXXXX XXXX profile may be fraudulent and is still active. 

I have tried multiple times after the transactions to discuss the issue with Zelle 's customer service and they will not discuss the issue or allow me to file a complaint they state it is a XXXX XXXX issue, not theirs. It states on Zelle 's website refunds are allowed for services not received. This was not an unusual transaction for a healthcare service in my area as several of my telehealth professionals ask to be paid via services such as XXXX to avoid credit card fees, even my co-pays. I have had issues with services like Zelle, such as XXXX but those services were quick to act and I have never been ignored or dismissed over a scam or theft issue as I have been with Zelle and XXXX XXXX. I have not been able to keep Zelle on the phone for more than a few minutes after I explained the issue. 

I filed a separate complaint against XXXX XXXX