Consumer complaint received 2025-05-06 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: OH

Complaint narrative:
Since XX/XX/XXXX I have not been able to access the Zelle feature using XXXX the first time I tried to enroll. It gave me an error message saying I could not use Zelle until I received a qualifying direct deposit. I then received a direct deposit for my employer for over {$2000.00} which was then confirmed by a XXXX agent as a qualified direct deposit. Once that qualified deposit hit, I still was unable to access the Zelle feature only this time it was telling me that they were unable to verify my identity and for my protection the feature was temporarily unavailable. It is now XX/XX/XXXX and I still am getting that same error message despite having several paychecks deposited into this account every time I contact so far I get a different answer first, I was told That I could not access the feature due to a block because I attempted to create an account too many times, even though I was never given the option to enroll in Zelle in the first place. Then I was told to contact Zelle directly, which I did do and they told me they were unable to assist me due to it being an issue with Zelle through my bank, and say that I needed to contact my bank directly to rectify the issue. I submitted a ticket through XXXX customer service to their back office team to again try to rectify the issue a month went by with no follow up and I had to call them just to be told the ticket was closed, and there were no notes on the ticket so a second ticket was submitted after again confirming that I met the criteria to be able to access Zelle I was been told That Zelle was just unavailable for me however, I currently utilize Zelle through XXXX XXXX. I also utilize it through my bank that I used prior to XXXX, which is XXXX XXXX got rid of XXXX  in XX/XX/XXXX and advised their customers of this in XX/XX/XXXX, which is what made me switch to XXXX in the first place. I never had any issues only with XXXX. Every CFPB complaint I have submitted was given a generic response from their higher ups. I wan na also note that I have not ever been able to utilize the credit monitoring feature through so far as well, which makes me concerned with the fact that I keep getting this error message about my identity, not being able to be verified. If that was the case how is my direct deposit coming into this account twice a month? To me it feels like so far does not know how to rectify the issue within their system so instead of doing was right and correcting the issue they just want me to cut my losses fast-forward to today when I called customer service I spoke to a representative who is in the US and was very helpful. He is the one who told me thatthere were derogatory marks on my account and that is why it was denied. I do want to note that every time I speak to a representative offshores I I get the runaround transferred to several representatives before finding a resolution compare to when I speak to representatives that are on shore. I am giving the most information that appears to be more helpful. Today I was hung up on by three account managers at XXXX because they did not want to be held accountable for trying to shove me off on Zelle after telling them multiple times they will not assist anyone who is having issues with Zelle services through their bank directly despite this They continue to try to push me off to them. I am submitting this very detailed complaint this time because I want XXXX to speak to the fact that all of these tickets were submitted and yet I was never given any follow up any straight answer and why I keep getting this generic Response that my identity was unable to be verified. I am more than willing to submit copies of my drivers license photo ID or Social Security card if needed to assist so far with verifying my information I want a clear answer on why I am being shut down by Zelle through XXXX.

Company response to consumer: Closed with explanation