Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #6567870

Complaint Overview

Complaint ID: 6567870

Company: Early Warning Services, LLC

Product: Money transfer, virtual currency, or money service

Sub-Product: Mobile or digital wallet

Issue: Unauthorized transactions or other transaction problem

State: Illinois

ZIP Code: 60657

Date Received: 2023-02-13T12:00:00-05:00

Date Sent to Company: 2023-02-13T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Entities Involved - XXXX XXXX, Zelle, XXXX XXXX, and XXXX XXXX XXXX I use XXXX XXXX for my banking needs. I hold a checking and a savings account with them. They have an affiliated service -Zelle XXXX for money transfers that uses phone numbers or emails as identifiers to send money. On XX/XX/XXXX, I made a payment of {$1700.00} to an individual known to me by using her email which is linked to her Zelle Account. I was told by the individual that she has not received my payment. On receiving this news, I called XXXX XXXX 's customer care number and visited their branch in XXXX XXXX to seek help. They registered a claim on XX/XX/XXXX. They responded on XX/XX/XXXX, that the money was received by the individual - the intended recipient of the money on the account linked with her email address on Zelle. I again went back to the individual stating that the bank has completed an investigation and that they are claiming that the money is with you. The individual responded by providing me an email copy from her bank- XXXX XXXX - that no such money has been received in her account linked with Zelle with them. I went back to XXXX to reopen the claim on the basis of this document. They came back saying that the money was received by the intended recipient in the bank account linked with the email and her Zelle account. On my repeated queries with the bank to figure out the whereabouts of my money, one of the customer care executives/investigation team members suggested that I request the intended recipient for her bank statement for the month. I complied and requested the bank statement from the intended recipient. The individual was not comfortable with sharing the banking statements but assured me that she will check with her bankers again. She wrote back by email saying that she went to both her bankers ( XXXX XXXX XXXX and XXXX XXXX XXXX ) where she has different Zelle accounts. She categorically wrote in the email that both banks denied receiving any such amount. On JXXXX XXXX XXXX XXXXXXXX, I requested XXXX XXXX and Zelle separately to provide me with the details of the bank account where they believe the money is deposited. They have not provided this information citing privacy concerns and are not paying heed to the fact that the intended recipient checked with both banks about the money and came with the same reply that the money was not received in her accounts. In the end, I don't know where my money is sitting and the information about this is sitting with XXXX and Zelle.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• Early Warning Services, LLC Company Profile
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