Consumer complaint received 2022-06-21
Company: Early Warning Services, LLC
State: SD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
XX/XX/XXXX - This was a very upsetting day and I received no help from Zelle. I will describe what took place in an abbreviated version that I hope gives you enough descriptions to help hold Zelle accountable. If you need copies of all the emails please advise I am sending three to show how involved Zelle is yet they take NO responsibility. 

1. I posted an item ( table/chairs ) posted on XXXX for sale for {$300.00}. 
2. I received a request on " XXXX '' app from a potential buyer ( XXXX ) stating he wanted to purchase my item but could only pay through Zelle. I signed up and got the Zelle app through my bank debit card. 
3. I advised XXXX and through a series of texts on XXXX that I had downloaded and connected the Zelle app. and sent my email to him ( XXXX ) so he could send me the money. He said he will be by to pick up item at XXXX. 
4. Shortly after that Chat, I received an email from another Zelle stating since it's a new account I needed to send {$150.00} that I would get returned to me when he picked up item. In Chatting back and forth XXXX said he would make sure I received my money. 
I sent the {$150.00} to my Zelle account to XXXX. 
5. Shortly after that I received another email stating another request that Zelle needed more money. I sent a Chat with copy of the email to XXXX and he said oh yes just send it he is on his way. The email stated they need to withhold all funds until that is received and a long explanation why to is due to a HARD COVER INSURANCE POLICY. 
6. So I asked XXXX to contact me ASAP. He called me from this number XXXX and assured me he as on his way. After being reassured I sent another {$150.00}. He said I would receive {$600.00} as soon he gets there ( both the {$150.00} deposits I sent and the {$300.00} for the item ) .I said I would be waiting.

7. Shortly after that Chat I received another email from Zelle stating they have my {$600.00} on hold until I pay {$160.00} for taxes and they gave a long explanation in the email. Zelle email stated that I should send the {$160.00} to Email : XXXX. I immediately sent him a copy of that email and called XXXX again and he said he was almost there and would " sort this out ''. 
During these Chats back and forth he is saying Zelle is just having problems..I 'm sure you'll get your money... just follow instructions and I have your money. Again he said, I will meet you at before XXXX pm. I said no I want my money back now, he said just follow instructions and that was the end of communication. I gave up and never contacted him again and of course he never came to pay me or pick up the item at XXXX pm. He never came nor did he reach out to resolve this issue. 
8. Throughout these interactions I attempted to talk to someone at Zelle and waited online several times yet the only place I could get is a recorded message that if I am having difficulty with payment to contact my Bank. 
9. I emailed Zelle 's customer service several times and sent copies of their Zelle emails requesting money and I only got confirmation that they received the emails and " someone would be contacting me. '' No one ever contacted me. 
10. I called my bank but it was closed as it was a holiday. I went to the bank today XX/XX/XXXX and made a report there.

Company response to consumer: Closed with explanation