Consumer complaint received 2023-01-06
Company: Early Warning Services, LLC
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
I signed up for a Zelle account on XX/XX/XXXX. 

I used my name : XXXX XXXX XXXX Phone # XXXX Email : XXXX I did not use until XX/XX/XXXX On that date : Two Zelle members transferred {$2100.00} into my Zelle account. 

XXXX XX/XX/XXXX XXXX ( reference # from Zelle ) XXXX XX/XX/XXXX XXXX ( Zelle transfer reference ) On the following dates in XX/XX/XXXX I sent {$500.00} to a Zelle member XXXX XXXX ( XXXX ) XXXX Enrolled as XXXX XXXX ( Zelle handle ) XX/XX/XXXX XXXX XXXX This left a balance of {$600.00} in my Zelle account On XX/XX/XXXX - My zelle app and all of my apps crashed due to a phone malfunction. 
In restoring my apps, I did not recall my Zelle password. After 7 or 8 tries to reset my password, I took an option that proved disastrous. 

I set up a new Zelle Account. The old account was deleted. 
And, that was the last I heard of my {$600.00}. 

I realized it was gone when I attempted to transfer the funds on or about that date. 
When I called Zelle, I was told that the funds were in my personal bank account and that Zelle only transfers funds, they do not hold the funds in a Zelle account in my name. 

Since, I never gave Zelle my banking information ( when I signed up in XXXX of XXXX ) I had skipped that option. 

Zelle insisted the funds were in my own personal account. But, I never provided any banking information. When I re-enrolled in XXXX of XXXX, the app asked for my banking information, but I did not have an online account with my personal bank, which made it impossible to connect my bank to Zelle. ( The option to skip the bank info was not an option in XX/XX/XXXX ) When I made inquiries to locate the missing {$600.00}, one of the Tier 2 reps admitted that there was a bank account associated with the XXXX XXXX  system. This was the account that Zelle used to transfer the funds on the 3 dates in XX/XX/XXXX. 

I was told by the Tier 2 agent that he would initiate a dispute and that while he could not access the account that moved my funds, the dispute team would have the capacity to do that. That dispute was never filed by Zelle. In fact, the only dispute had nothing to do with the missing funds and referenced my receipt of a {$100.00} transfer, which never had anything to do with my complaint about the missing {$600.00}. 

Bottomline : Zelle assigned an account to receive and transfer my funds. It was not my account and I would be happy to provide an audit to prove it. They took {$600.00}, either deliberately or by an internal error. 

Because they never had my debit card or account information ; and I never had the personal online bank required to set up the transfer account, there is no way I processed those transfers. Zelle directed how the funds moved not me. The money was mine and I only transferred {$1500.00} of the {$2100.00} through an account only Zelle can identify. They have refused to provide the internal record that proves, the account that moved my money was not my debit card or bank account number. 

I realize this a very long-winded and somewhat confusing situation, but I am out {$600.00} and Zelle knows how to find it. Why they refuse to try is extremely disturbing. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation