Consumer complaint received 2022-11-10
Company: Early Warning Services, LLC
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/2022 I bought a puppy from XXXX XXXX XXXX via XXXX ( screenshots of his information and company are in the attachment ) after two hours of talking to him regarding the puppy and the services they offer. The price for the puppy was {$1200.00} and {$300.00} for shipping. I paid {$1000.00} first and {$500.00} when I received the puppy. The company is located in XXXX, XXXX  and I live in XXXX, XXXX. He wanted payment in Zelle. I have used Zelle to pay people before without any issues and I thought it was like any other payment app that offers consumers fraud/scam protection, so I went ahead and paid XXXX XXXX XXXX {$1000.00} with a note " For XXXX XXXX  ''. 

XX/XX/2022 XXXX sent me a picture of the puppy essentials and a tracking # via XXXX.XXXX. Customer service from the company also texted/called/emailed and kept me updated on the status of the puppy delivery ( screenshots of the delivery are in the attachment ). An hour after, customer service ( XXXX ) called me and said the puppy needed a ventilated crate to be on the plane. The price is {$1500.00} and is 100 % refundable when he is delivered. I read the information via the email she sent me ( XXXX ), talked to her on the phone, and asked about it before I sent {$1500.00} to the XXXX XXXX XXXX. An hour after, they contacted me again regarding XXXX XXXX for the puppy ( another {$1600.00} and 100 % refundable upon arrival ). I told her the website says " {$50.00} for covers up to {$5000.00} '', why should I be paying {$1600.00} for it? She explained this is a one-time payment and is 100 % refundable to ensure the puppy is safe and healthy. She tried to convince me that they have been in the business for many years and I should have trusted her. I questioned her regarding their service, they should have told me about the insurance before trying to ship the puppy if they have been in the service for so long. I refused to pay another XXXX to this company and wanted my refund. After two hours of arguing back and forth with XXXX XXXX XXXX customer service and XXXX XXXX via XXXX, they asked me to pay the {$1600.00} with a different XXXX XXXX ( XXXX XXXX XXXX XXXX since I told them I couldn't use Zelle anymore. In the end, I told them I didn't have any money left and they can send the puppy back to the breeder and I wanted my refund. They stopped messaging me and deleted my XXXX account. 

When they asked me for the {$1600.00}, I suspected I was getting scammed and contacted XXXX  XXXX XXXX, and they transferred me to Zelle customer service to file a complaint. They said it was unlikely I would get my money back, even though I have proof that I got scammed. This is unacceptable. Big banks like XXXX XXXX XXXX promoted Zelle to consumers and offered no protection. One of the transactions ( {$1500.00} ) was still processing but they couldn't cancel it. I rarely cried and I actually did that day. I lost my hard-earned money and didn't even receive a puppy. Zelle needs to change their policy regarding fraud and scams when consumers provide proof they have been a victim of a scam/fraud.

Company response to consumer: Closed with explanation