Consumer complaint received 2026-03-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: ZIONS BANCORPORATION
State: TX

Complaint narrative:
On XX/XX/year>, my business received a XXXX payment in the amount of {$600.00} from a customer for completed moving services. The service was authorized, performed, and documented. We possess a signed invoice matching the payment amount, GPS records showing our crew at the customers location during the service period, a credit card receipt for the initial fuel fee, and recorded phone calls in which the customer authorized the labor. After the service was completed, we conducted a follow-up quality call and the customer confirmed that the move had been completed. During that conversation the customer stated that he contacted his bank after a disagreement with XXXX of our staff members and that the bank representative classified the transaction as fraud even though the payment had been authorized. During my attempts to resolve this issue I spoke with XXXX, who identified herself as the Customer Service XXXX at XXXX XXXX On XX/XX/year>, she informed me that she would investigate the matter and call me back, but I never received a return call. When I spoke with her again on XX/XX/year>, I informed her that we had spoken with the customer on a recorded call and that the customer acknowledged the moving service was authorized and completed. I also informed her that the customer had publicly posted a XXXX review praising the movers and describing the service positively. Despite this information, XXXX stated that XXXX XXXX could not initiate any investigation on their end and that all investigations must be conducted by the senders bank. She further stated that Amegy Bank could not provide a XXXX case ID because no case had been opened on their end and that nothing could be done unless the sender voluntarily withdrew the fraud claim. I specifically requested that XXXX XXXX open a dispute or investigation on our behalf so that we could submit documentation proving the payment was authorized. This request was refused and I was told it was not possible to open a dispute regarding a XXXX payment that had been classified as fraud by the senders bank. As a result, XXXX XXXX XXXX our XXXX capability and has refused to accept documentation proving the transaction was authorized and tied to completed services. I have repeatedly offered to provide documentation including the signed invoice, GPS service records, credit card receipts, recorded authorization calls, and the customers public review praising the service. However, the bank has declined to collect or transmit this evidence and has stated that nothing can be done unless the sender voluntarily withdraws the claim. My concern is that XXXX XXXX is failing to properly address a fraud classification that appears to have been incorrectly entered by the senders bank and is refusing to investigate or accept documentation that proves the payment was authorized.

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