Consumer complaint received 2024-09-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: Early Warning Services, LLC
State: TX

Complaint narrative:
My access to Zelle has been banned for life. In contacting Zelle, they state : Our partner financial institutions handle all enrollment and payment related issues with Zelle in their mobile app and online banking. If using Zelle at your bank or XXXX XXXX, please contact the number on the back of your debit card for further assistance. 
XXXX XXXX XXXX  In reaching out to XXXX XXXX XXXX XXXX ) they state that because Zelle is a 3rd party, XXXX does not handle anything to with zelle. They simply provide the account connection and that's it. Of course this is incorrect. After calling numerous times to receive different customer service reps over number of days and hours, one of them stated that : One person that transferred money to one of my business account, complained to their bank ( XXXX ), that I committed fraud when that individual transferred the money. 

Background on why this person transferred money to me : The person, a townhouse rental lease signee, used zelle to transfer their deposit for the lease they signed. They transferred the deposit in XXXX increments, using zelle 2 times, then making cash deposits to the physical branch two times. This fact is not disputed but I can provide text message proof of the details if needed. 

After signing the lease but before moving in, she stated that she signed up for housing credits and wanted her lease to be changed to accept housing credits. We are not signed up for that and to even research how to do such a thing would take time. She was not willing to wait. She chose to be released from her lease. Of course this relinquishes her deposit plus she is also liable for the full lease agreement term, and damages for finding a replacement tenant, per the lease agreement and XXXX  property code. 

Because she did not receive her deposit back, she filed a complaint through her bank that fraud was committed. 

Full scope of Zelle XXXX : Not only that one business account, but all XXXX accounts with XXXX XXXX, allotment of personal and business, can no longer use Zelle. I have accounts and five other banks, all of which no longer allow me to use Zelle. This is tracked through my XXXX XXXX of birth identification, as opposed to just a cell phone number or email address identification for the Zelle account. 

My wife shares a second XXXX XXXX bank account with me. This bank account is unrelated to the complaint business bank account. Just by association with me now my wife has received a band for her Zelle on that shared XXXX XXXX bank account. 

Repeated attempts at contacting XXXX XXXX customer service : Since my band several months ago, I have repeatedly tried to contact XXXX XXXX customer service. XXXX XXXX also has a executive customer service dispute, resolution process. I have filed complaints here as well. Every single time they have came back and said that because Zelle is a third-party, dispute with Zelle, XXXX only be handled through Zelle. We have already established that Zelle does not engage customers who have an account will XXXX XXXX. I have provided XXXX XXXX with the attached communication with the lease signing, the actual signed lease, and Texas property code details on why breaking a lease does not constitute return of deposit. 

Interactions with XXXX Bank : I have sent a letter to XXXX Bank, Customer Service, as well as their legal department. They have also came back to say that because I do not have an account with XXXX bank they can not engage with me.

Company response to consumer: Closed with explanation