Consumer complaint received 2026-03-05 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: NY

Complaint narrative:
My name is XXXX XXXX, and I am filing a formal complaint regarding my inability to enroll in Zelle through my bank, XXXX XXXX XXXX. XXXX XXXX XXXX contacted Zelle regarding this issue and informed me that Zelle responded with the following statement : This profile was suspended due to it being linked to discrepant activity elsewhere within the XXXX network by one or more data points such as email, phone, IP address, SSN, or account. Due to privacy concerns, we can not divulge the details as to exactly where it was linked or the type of fraud. Due to this information, we are unable to grant you access to Zelle. I am extremely upset and confused by this response. I have never committed fraud in my life and have always maintained a clean record. The statement suggesting that my information may be connected to fraudulent activity is very concerning to me. At this point, I feel like Zelle may simply be making up reasons for suspending my profile without providing any clear explanation or evidence. The response given to XXXX XXXX XXXX is extremely vague and does not make sense. I would also like to point out that Zelle worked fine with my XXXX XXXX XXXX account last year. I previously banked with XXXX XXXX XXXX and used Zelle without any issues. When I left XXXX XXXX XXXX and later returned to the bank this month, that is when I discovered that my Zelle access had been suspended. This makes the situation even more confusing because there were no problems with my Zelle account when I previously used it with XXXX XXXX XXXX. I am requesting that Zelle provide a clear explanation as to why they are refusing to allow me to enroll in Zelle through XXXX XXXX XXXX due to alleged fraud concerns. This situation does not make sense because I currently have a personal bank account at another financial institution where I use Zelle without any problems. That account is connected using the same phone number, the same email address, and the same Social Security number. If my information were truly associated with fraud, it would not make sense that Zelle continues to allow me to use the service successfully through another bank. Because of this contradiction, I believe there may be an error in Zelles system or incorrect data associated with my information. I would also like to note that I recently changed my cell phone number this month. The phone number I previously had, XXXX, appears to have been previously used by another individual who may have been giving that number out to banks and other businesses. Since receiving this number, I have been receiving numerous calls from banks and collection agencies attempting to reach that person. It appears that the previous owner of the number may have been wanted by collection agencies and may have given that phone number to various financial institutions. It is possible that the previous owner 's activity connected to that phone number may be causing confusion or incorrect flags in Zelles system. Additionally, if Zelle is suggesting that I am committing fraud, that statement is inaccurate. I have never committed fraud in my life. Because of the seriousness of this situation, I will also be looking into whether someone may have obtained or misused my Social Security number, and I may seek legal advice from an attorney regarding this matter. Because of this situation, I am concerned that one of the following may have occurred : There may be an error in Zelles internal system My identity may have been compromised by someone else The previous owner of the phone number may have caused incorrect fraud flags within Zelles network I am requesting that Zelle conduct a proper investigation and provide a clear explanation regarding why my profile has been suspended and what information triggered this decision. I am also requesting that the Consumer Financial Protection Bureau review this matter, as consumers should be provided clearer information when their access to financial services is restricted. Attached are copies of the email communications from XXXX XXXX XXXX regarding this issue. Thank you for your attention to this matter. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation