Consumer complaint received 2025-02-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Early Warning Services, LLC
State: IN

Complaint narrative:
I opened a new account ( virtual wallet ) through XXXX bank last Friday with the help of the banker, XXXX ( XX/XX/year> ). After that I tried to enroll my phone number with Zelle payment setting within XXXX mobile app without knowing that my sole phone number can only be linked to one bank for Zelle payment. I tried test transfers ( XXXX dollar amount ) through XXXX Zelle, still not knowing that my phone number can not be linked with only one bank for Zelle payment. After transactions, my Zelle function within XXXX mobile app got frozen, only showing that I should call their department number ( XXXX ) to fix this issue. However, when I called their department, the agent from Zelle department told me that they can not support my case, and I should visit the local XXXX branch to fix the issue, so I made an appointment to do as what he told to me on the next day ( XX/XX/year> ). On the next day, the banker, XXXX at XXXX tried to reach out Zelle department to help me out but I got the answer that they are not working on the weekend, so I made another appointment with XXXX to fix this issue. On Monday morning, which was today ( XX/XX/year> ), I met XXXX one more time, and she explained my issue to Zelle department that I did not know the fact that I should not link my phone number with two different banks for using Zelle payment. After this, Zelle department removed previous restrictions with regards to Zelle payment. This time, I enrolled my verified e-mail address for Zelle transactions within XXXX mobile app, not my phone number ( My phone number was linked with XXXX  XXXX XXXX account at that time. ). I tried test transfers using my e-mail linked XXXX Zelle account, but after that, my Zelle functions within XXXX mobile app got frozen once again!!! I had no idea this time since I did not link my phone number or anything wrong for these Zelle transactions within XXXX mobile app. After that, I called XXXX customer service center, and the agent told me there were some fraudulent or suspicious activities recognized for those transactions that I made through the app. The agent transferred me to Zelle department since she can not do anything for this case. After getting connected with several agents from Zelle department, they kept saying that my Zelle account within XXXX was permanently banned as of now and this is the final decision!!! Every time I called the Zelle department, they kept saying the same thing that I am permanently banned from using Zelle withing XXXX app or website and I might get banned from other Zelle transactions using my phone number linked with XXXX  XXXX XXXX. It sounded so unfair that I verified my identification and provided Zelle with everything that is required for this issue, but I still can not get any reasonable explanation from Zelle regarding this matter. They keep saying that they can not disclose the reason why and I am just permanently banned from using their service, which makes no sense to me. The banker from XXXX helped me out and I provided everything to prove myself to rectify the issue but there is no use of making efforts up to this point. Please, help me out with this because I feel so frustrated and unfair to get treated like this from Zelle. I did not do anything wrong, and I am innocent. I feel like I am just the victim of this whole Zelle bureaucracy thing. Thank you so much for helping me out.

Company response to consumer: Closed with explanation