Consumer complaint received 2025-01-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Unexpected or other fees — 
Company: Early Warning Services, LLC
State: FL

Complaint narrative:
Urgent Complaint Regarding Zelle Payment Network and Bank 's Failure to Safeguard Consumer Information To Whom It May Concern, I am writing to formally express my deep concerns regarding Zelle 's handling of consumer transactions, particularly in light of the recent Consumer Financial Protection Bureau ( CFPB ) lawsuit, which highlights significant issues with the platform. The CFPB 's findings indicate that Zelle has not only failed to protect consumers from fraud but has also allowed repeat offenders to exploit the system, leaving users like myself vulnerable. This lack of accountability and transparency raises serious concerns about the safety and protection of consumers.

As a loyal user of Zelle for over six years, I have relied on the platform to send and receive money through my bank account. However, my trust in Zelle and my bank has been undermined by ongoing security concerns. Over the past four years, I have received repeated notifications from monitoring services that my personal information was found on the dark web, with the most recent alert occurring in XX/XX/2024. While I can not definitively confirm whether this exposure was directly due to Zelle or my bank, I have noticed a significant increase in spam communications, including emails, texts, and phone calls, raising further concerns about the handling of my sensitive information. 

Additionally, during a recent detailed review of my three credit reports, I discovered multiple unauthorized credit inquiries from companies and services I have never applied to or inquired about. This alarming discovery prompted me to take immediate action by notifying the three major credit bureaus via certified mail. The presence of unauthorized credit inquiries further reinforces my belief that inadequate safeguards by Zelle and my bank may have exposed my personal information, leading to potential identity theft and financial harm.

Given the CFPB 's findings and my personal experiences, I am requesting an investigation into the following : 1. Whether my bank and Zelle have taken sufficient measures to protect my personal and financial information from fraud, unauthorized access, and identity theft.

2. Whether their failure to implement proper safeguards contributed to my information being found on the dark web and unauthorized credit inquiries appearing on my reports.

3. Whether I am entitled to reimbursement or other remedies in light of the potential financial and personal harm caused by these shortcomings.

4. Unfortunately my app won't allow me to take screenshots of my account with Zelle, however, my email and phone # are how I log into my account and this should be able to be confirmed by Zelle.

I trust that the CFPB will take my concerns seriously and thoroughly investigate this matter. I look forward to your guidance on the next steps toward resolution. 

Thank you for your attention to this important issue.

Company response to consumer: Closed with explanation