Consumer complaint received 2021-07-08
Company: Early Warning Services, LLC
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On several dates which began XX/XX/XXXX thru and including XX/XX/XXXX transactions via Zelle were made by XXXX XXXX from my XXXX bank account to her XXXX XXXX account without my knowledge or authorization. Her phone number is : XXXX and her address is : XXXX XXXX XXXX, XXXX XXXX, CA XXXX. 
Her email is : XXXX and XXXX. 

When I checked my account and noticed the missing funds I notified XXXX and they applied a temporary credit to my account. The following are the transactions : XX/XX/XXXX - two ( 2 ) transactions of {$500.00} = {$1000.00} XX/XX/XXXX - two ( 2 ) transactions of {$500.00} = {$1000.00} XX/XX/XXXX - four ( 4 ) transactions of {$500.00} = {$2000.00} XX/XX/XXXX - two ( 2 ) transactions of {$500.00} = {$1000.00} XX/XX/XXXX - one ( 1 ) transaction of {$900.00} = {$900.00} XX/XX/XXXX - one ( 1 ) transaction of {$500.00} = {$500.00} XX/XX/XXXX - one ( 1 ) transaction of {$120.00} = {$120.00} The above transactions total {$6500.00} this theft overdrew my account which caused me great deal of financial hardship not the least of which was my rent payment. To add salt to the wound XXXX without any clear explanation reversed the credit and proceeded to charge my overdrawn account various banking fees. 
I contacted the customer claims department more than once, asked for supervisors and went into a local branch where the person there did exactly what I have been doing. She called the customer claims dept only to be told ( as I have been ) the claim was denied due to it have been done via my phone. I explained to the claims dept that the person had photographed my chase debit card ( as well as other credit cards ), stole my license and my XXXX. XXXX asserts that they had no responsibility to me as their customer to alert me when the transactions were made as there was nothing that stood out as possible fraud. I questioned them since when I have tried to make purchases myself for example at the XXXX store I would receive a fraud alert and yet 4 transactions of {$500.00} within seconds of each other on XX/XX/XXXX did not apparently cause concern and raise a red flag for me to be contacted. I have proceeded to contact the executive office in NY corporate office and XXXX at XXXX ext.XXXX was investigating the matter ( ref # XXXX. Since my contact with the executive office was on XX/XX/XXXX and I had not heard back from XXXX I contacted her today and she regurgitated that the claim is denied and she would be unable to credit the fees which are approximately {$300.00}. She did state that she escalated the matter for further investigation however, she stated that the claim would still be denied. That made absolutely no sense. XXXX has failed to protect me their customer and allowed a thief to perpetrate bank and internet fraud against me via another scam of an entity ZELLE. 
I am requesting assistance from the OCC as I have enormous medical bills that are a result of the trauma that this person XXXX XXXX has caused me.

Company response to consumer: Closed with explanation