Consumer complaint received 2025-11-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: ZIONS BANCORPORATION
State: UT

Complaint narrative:
I am filing this complaint because Zions Bank was allowed to conduct its own investigation into serious negligence involving a {$10000.00} wire transfer, and predictably, the bank cleared itself of any wrongdoing. No independent review was performed. No regulatory pressure was applied. Zions acted as the investigator, judge, and decision-maker in a situation where their own failures caused the loss and the result was exactly what anyone would expect. 

Zions Bank never provided me with the required error-claim process, reimbursement procedure, or any of the disclosures tied to UCC Article 4A or their own Section 13 Funds Transfer Agreement. I asked for this information repeatedly, in writing, and the bank ignored every request. The lack of disclosure was not an accident ; it was deliberate. Their internal communication was slow, dismissive, and evasive, and they failed to act with any urgency when I reported the issue. 

Instead of taking responsibility for their own delays and failures, Zions repeatedly mischaracterized my statements, including falsely claiming that I said I knew the recipient of the wire transfer, which I did not. That claim was untrue, and Zions presented it to regulators as if it were fact. They also failed to escalate the recall, failed to reply in a timely manner, and failed to provide even minimal customer support throughout the dispute. Their only consistent action has been protecting themselves. 

The most disturbing part is that everyone involved including the OCC acted as though Zions Bank was the one harmed here. The reality is simple : I am the one who lost {$10000.00}. Zions Bank is not the victim, yet the process has been handled as if their interests come first and the customers actual financial loss is an afterthought.

The fact that Zions was allowed to investigate itself, produce a predictable no wrongdoing conclusion, and then shut the door without being required to provide the mandatory Claim of Error process is unbelievable and completely unacceptable. There was no transparency, no accountability, and no regulatory oversight. Zions Bank lied about key facts, delayed communication, ignored required procedures, and avoided the investigation that determines whether reimbursement is owed. 

No consumer should trust this bank. When something goes wrong, Zions does not follow its own rules, does not disclose required processes, does not respond in a timely manner, and does not act in good faith. Instead, they protect themselves at the customers expense. The idea that regulators are allowing a bank to ignore legally required procedures and then declare itself innocent is ridiculous and undermines the entire purpose of regulatory protection.

I am requesting that the CFPB step in, review Zions Banks handling of this dispute, and require the bank to provide the error-claim and reimbursement process that has been withheld from me since the beginning.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation