Consumer complaint received 2019-06-08
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 complaint involves a transfer of funds from my local bank XXXX, part of XXXX, to a XXXX  XXXX XXXX account to pay rent. This transaction has always gone smoothly in the past, but currently XXXX only offers Zelle. 

XXXX Logged into XXXX online banking account to make rent transfer and see Zelle as the new means for transfers. Register with Zelle and transfer {$2000.00} to landlord. Receive email that money was taken from account and credited to landlord. 

XXXX Logged into XXXX account again to complete {$2500.00} rent payment with remaining {$500.00} transferred with Zelle. Receive email that money was taken from account and credited to landlord. Landlord receives email that {$2000.00} was sent with Zelle and should be processed in a few minutes. 

XXXX Landlord receives email that {$500.00} was sent with Zelle and should be processed in a few minutes. 

XX/XX/XXXX Landlord contacts me and is concerned about rent payment transfers, confirms that emails were received but has examined his XXXX XXXX XXXX account and funds were not received. Check my XXXX account and money was removed on XXXX and XXXX. Read info on Zelle information that states funds will be returned within 14 days if receiver is not registered or there is a transfer problem. {$2500.00} was never returned to my account. 

XX/XX/XXXX Call XXXX customer service to inquire about this transaction and request help with missing funds. Customer service agent checks my account - transfers appear fine so XXXX has no responsibility here. Told to work this out with Zelle and given a customer service number. Using this number there is no opportunity to speak to a representative, only a phone tree of recordings, if caller tries to connect to an operator the call is terminated. 

XX/XX/XXXX File an online complaint using Zelle 's website and receive a case number by email - XXXX. 

XX/XX/XXXX Receive a canned, generic email stating questions about Zelle must be resolved with your financial institution. Email sent to Zelle requesting they take responsibility to examine a failed transaction where a customer loses significant funds through no error of their own. Zelle markets itself as a major financial transfer institution for the likes of XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, etc. It is not acceptable to dodge accountability for the very service Zelle advertises and claims to provide. 

XX/XX/XXXX Go to XXXX branch with documentation of transactions and request help locating and refunding {$2500.00}. A customer service representative files an inquiry with XXXX offices. 

XXXX Hearing nothing from Zelle or XXXX, call Zelle at an alternative customer service number appearing on their XX/XX/XXXX email. Zelle 's agent repeats several times that Zelle bears no responsibility and will not investigate a failed transaction or lost funds. Any resolution of this type can only be made through the customer 's bank. The agent refused to take any details of the transaction, which could be important in improving services they offer and eliminate future losses. 

XXXX Email Zelle that no errors were made in accurately entering the receiver 's info, I expect to be contacted and am ready to supply documentation and details of transaction for their efforts in retrieving my funds as a reputable company would do. 
Call XXXX and am told the branch has been informed there is nothing the bank can do. The Zelle transaction was initiated by the customer and is the responsibility of Zelle and the customer. I responded that the transfer was made while logged into XXXX online banking which endorses Zelle by prominently displaying it for transfer of funds. XXXX rep said that documentation lacked proof that receiver did not get the money and I said I would ask my landlord to provide those docs. 

XXXX Return to local XXXX branch with landlord 's emails confirming transfers were made to him and copies of his XXXX XXXX XXXX statement for XXXX showing the deposits were not made. XXXX branch files additional inquiry with parent company including new documentation. 

Nothing at all from Zelle.

Company response to consumer: Closed with explanation