Consumer complaint received 2022-03-18
Company: Early Warning Services, LLC
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
This is not fraud as Zelle blamed the problem to be scam. This problem is Zelle itself caught by me stealing money from customer Zelle. STOP STEALING MONEY from customer!!! 

I have been a zelle user for a little more than a year, one of my friend has been sent money to me over the past several month without trouble, this friend take a screenshot every time after the app reported transaction success For the past three weeks, I checked my bank that the money is not deposited and then I check my zelle APP. - there is no activity of receiving - The send side has SCREENSHOT to prove the transaction!

I called zelle using the number get from the Zelle App, after 3 minutes of repeated blame all possible issue to other party and waited for a few minutes. I got an agent listen to my issue.

After hearing my story. It is pure silence, I have asked several times Are you there? Pure Silence, after 10 minutes. I hang up and redialed the support line After another 3 minutes of recorded message again and a few minutes wait, another agent answered, I asked to transfer to a supervisor, after some more wait. I got a supervisor XXXX XXXX heard my story and offered to debug with me together, she asked me to login to the app first. At this time, I can not login anymore and got error code XXXX Asking XXXX  what does XXXX mean, she said she can not speak on this matter but escalate to the second level and give me the case number XXXX and give me another phone number XXXX in case got disconnected I was escalated to second level support, XXXX answered, after repeat my story again, I ask her what does XXXX mean. She answered it means your profile is deactivated. I was telling her that the agent can just silently deactivate my profile without any explanation is a big SECURITY HOLE Next, XXXX denies everything. 

1. Why my account is deactivated? Her new explanation is my account has been logged in too many times and their system has security built in to do that, I told her I logged in about 3 times today without any incorrect password, what kind of system will do that? She just repeat this is system behavior 2. As for the transaction, I give the date and amount. She just claim there is no record in their system and I need to contact the bank I have several questions for Zelle 1. If you did not do anything wrong, if your system incorrectly deactivated my account, why none of your agent reactivate it?

2. Is that a good coincident that immediately after the first agent hear my story and silent for 10 minutes then my account get deactivated by system? Is this a conviceable story that zelle can make up?

3. Zelle can deny your system does not have transaction history, however the sender side has history and screen shot. You deactivate my account so that I can not see transaction history can not erase the sender side history 4. The way you deactivate my account after I state the problem only PROVE you try to prevent me from output the transaction history and prove your company STEAL MONEY from customer 5. XXXX, the first supervisor response after heard the error code XXXX -- she can not say anything but escalate to the second level and your second level just claim your system does not have any record of transaction already indicate the problem 6. Your agent has the privilege to deactivate user account is a big SECURITY Hole. they should NOT be able to do that with several levels of authentication and logging for auditing

Company response to consumer: Closed with explanation