Consumer complaint received 2025-07-03 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Early Warning Services, LLC
State: MD

Complaint narrative:
To whom it may concern : I am writing to file a formal complaint regarding a highly concerning and unresolved matter involving your service, which has resulted in financial loss and an unacceptable level of frustration. 
Due to my diagnosed XXXX, I mistakenly sent money to the wrong recipient. I contacted my bank XXXX XXXX XXXX XXXX XXXX  ) within the hour to stop the payment and correct the recipient details. Unfortunately, I was informed by the bank that because the transaction was processed through Zelle, they could not intervene or reverse it. This leaves me in an impossible situation where Zelle blames the bank, and the bank blames Zelle. 
This transaction occurred prior to the software corrections Zelle has since implementedupdates that now allow banks to stop or reverse misdirected payments within a short window. Therefore, I hold Zelle fully responsible for offering a platform to banks before it was ready or secure enough for widespread use. This was a preventable issue, and you should not have launched a product that lacked basic safeguards to protect users like myself. 
Let me be clear : Zelle is the bank appyou are contracted with my major bank ( XXXX XXXX XXXX ) and many others. By integrating your service directly into their platforms, you hold equal if not greater responsibility for protecting end users. If your software was not ready to be released to the public, then it should not have been. Many people, myself included, have suffered financial loss as a result. I am aware that a civil lawsuit is currently underway, and I fully expect Zelle to reimburse me for the funds I lost due to this failure on your part.

I have experienced multiple unauthorized Zelle transactions on my account, and each time Ive contacted my bank, Im told this is Zelles problem. This deflection is unacceptable. Zelle is responsible for the integrity and security of the service you provideespecially when it is embedded directly into major banking institutions. 
I am demanding that this case be reopened immediately and that I receive a full refund without further delay. I can provide documentation if needed. I also request a personal phone callnot a generic emailto explain why I am being denied reimbursement when this issue clearly stems from your companys negligence and a software limitation that has only recently been corrected. 
If I do not receive a satisfactory resolution, I will escalate this to the Better Business Bureau and explore further legal options. This experience has been infuriating, and I expect accountabilitynot avoidance. 
I respectfully request a prompt response. Additionally, I would appreciate a reply that is specifically tailored to the details of my casenot a generic template. The previous response I received appeared to be a standard form letter, which did not address the specifics of my situation. I do not consider that an acceptable resolution, and I will not accept it as final before pursuing additional legal avenues. Please let me know if you need me to provide you with copies of my bank statements or screenshots of my Zelle transactions going back the last XXXX years and I can show you several times where I was not able to send the money to the correct person. I take responsibility when Im at fault however I have documentation proving that I had attempted to send the money to the correct phone numbers and unfortunately, it did not go through. However, it did deduct from my checking account which proves each time was not my fault however it was at the fault of Zelle by contracting their software with major banks prior to being ready to be released!!! I would like a refund and to be honest with you. This has been a headache because this is my third attempt to get this corrected, not just through my bank, but through your company specifically if you cant assist me, then let me know and I will go other legal avenues, but Im not just gon na give money away to the banks for free when both the Zelle and the major banks have insurance to cover this type of fraud or misappropriated useless software that wasnt ready to be released to the public let alone to major banking corporations as I know theres a civil lawsuit and Im not the only person seeking restitution or at least a refund for the money lost. XXXX XXXX  has horrible customer service as I had my Visa check card compromised and I had close to {$1000.00} and three separate transactions in less than XXXX minutes at my local XXXX I filed XXXX separate police reports. I was first notified by fraud services through my bank that clearly somebody had made a dummy card that had a chip on it and then later on after it shouldve been recorded that fraud service representative told me this I talked to a supervisor he said no thats absolutely not possible and therefore you mustve done it although I did not even use that card that day at XXXX, which is why I went through the trouble filing two separate police reports why would I put myself in the position to get in trouble for filing false police reports if I was at fault? Again these banks have insurance to cover people who get scammed and yet they have no customer service. They just love to take your money. Take your monthly fees charge you overdraft fees of XXXX dollars for XXXX XXXX  overdraft. This is unfair on Right and Im ready to keep my My money in my mattress. I hope youre able to resolve it this time or at least give me a better explanation than the last generic letter you provided that said go back to my bank on my bank is blaming Zelle and you are the go-between so please represent the little people of the way that I would assume your company is trying to do otherwise why would I be in contact with you and why have I been referred to you if youre not willing to help? 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation