Consumer complaint received 2023-02-25
Company: Early Warning Services, LLC
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XXXX XX/XX/2023 at XXXX XXXX, an individual called me directly from the " XXXX XXXX XXXX XXXX '' and the number popped up on my phone as XXXX 's number, XXXX. The individual stated that there were some potential fraudulent transactions made with my debit card, namely an attempt at a XXXX XXXX in South Carolina for {$940.00}. I confirmed that I did not make that transaction as I am overseas at the moment. The individual then stated that they would need to verify some information on my account to begin the process of processing the fraud and returning the funds to me. Thus far, the individual was not as smooth as XXXX employees generally are, but was saying the same things that XXXX would in this instance. I figured- it's a weird job market right now, maybe he's new. 

The individual asked for my XXXX number, which I provided. He then wished for me to provide my mobile phone provider and claimed that it was part of a new security initiative. It seemed odd, so we went back and forth for the better part of 10 minutes on this point as I was unwilling to disclose my mobile phone provider as it seemed completely irrelevant to a checking account/debit fraud. He insisted that it was a new security measure that that most customers were providing this information. I stated that I would decline the protection associated with the mobile phone provider. At this point, I was rather irritated and stated that " we should just cancel my debit card all together and issue me a new one. '' The individual stated that we could do this, but then noted that an attempt was just made to transfer funds from my XXXX account to a third party using Zelle in the amount of {$1000.00}. As I only used Zelle once or twice in the past - and about XXXX years ago - I did not have an appreciation for how quickly transactions process or what a XXXX XXXX employee could " see '' with regards to the XXXX/Zelle XXXX XXXX 

The individual stated that I would need to use Zelle to initiate the return of funds to myself and that he would walk me through it. He provided instructions and I again became frustrated and suspicious- and should have trusted my gut and hang up - but continued when he confirmed that he was calling from the XXXX number which bought him just enough confidence on my end to complete the " reversal '' ( details below ). 

Prior to concluding the call, the individual stated that I was to cut up my current debit card and that a new one would be sent out immediately ( same timeline as XXXX typically does ). He took my address ( XXXX XXXX, XXXX ) to send the new card to ( not my home address, as I will be overseas for a bit longer ). So, though super annoying, it seemed just legit enough. The individual stated that my accounts would " refresh '' and that the funds would reappear within 2-3 hours, that I would receive a text message when the accounts were resolved, and that I should expect someone from the fraud department would call within 24 hours to confirm that all was resolved - that I should be on the look out for this call and that it would be at the same time as the current call tomorrow. This is when it went from feeling off for XXXX to knowing that I was taken/scammed as XXXX never provides these types of instructions/follow-ups. 

Shortly after hanging up with the individual, I called XXXX directly to confirm if someone from their fraud department had contacted me- no. So I worked with the XXXX security folks to change out passwords, file the fraud complaint, and confirm that my accounts were in good standing. After completing my call with actual XXXX, I sent a funds transfer request to the fraudster using Zelle with a threat ( motivation can be a good thing ) and have since received XXXX calls from them ( none of which I answered ) and XXXX call from a different number ( all numbers below ). 

Separately, I received a text message from XXXX ( my mobile phone provider ) with a security code used to verify my account, so it is clear that the individual was attempting to access my account. I have since changed my password, so hopefully it shuts him down on that front. 

I completed the online Zelle fraud report via their online form on XXXX XX/XX/2023 and requested the fraudster/recipient 's IP address, bank name, and back account number. Zelle replied to the form that they would not share information about the transaction 's participants with individuals, but will share the information with the appropriate banks. The company, Zelle, takes no accountability for their roll in the scam, make any attempt to retrieve funds, nor cease the scammer 's ability to continue to operate on their platform. 

Key Data : XXXX XXXX  : Received call from XXXX ( " XXXX '' ) ( note : it did not appear as " XXXX '' in all CAPS as it should have for " real '' XXXX ) XXXX XXXX  : Call completed Zelle receiver : " XXXX '' at XXXX Total sent via Zelle : {$1000.00} Zelle ( transaction ) ID : XXXX XXXX Confirmation ID : XXXX XXXX XXXX XXXX Received call from XXXXXXXX XXXX XXXX : Received call from XXXX XXXX '' XXXX XXXX XXXX : Received call from " XXXX '' XXXX XXXXXXXX XXXX  : Received call from " XXXX '' XXXX XXXX EST : XXXX call from " XXXX '' XXXX XXXX XXXX XXXX Received call from " XXXX '' XXXX XXXX XXXX : Received call from " XXXX '' XXXX

Company response to consumer: Closed with explanation