{"id":"zelle","page":"https://escalate.alexgaoth.com/#/c/zelle","html":"https://escalate.alexgaoth.com/c/zelle/","generated":"2026-10-15","company":{"id":"zelle","name":"Zelle","aliases":["zellepay","zelle network"],"sector":"payments","parent":"Early Warning Services, LLC","website":"https://www.zelle.com","official_domains":["zelle.com","zellepay.com"],"security":{"never_asks":[{"kind":"policy","claim":"Zelle says your bank or credit union will never ask you to send money to yourself with Zelle.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says your bank or credit union will not ask you to send money with Zelle to any account, so any such request could be a scam.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In the pay-yourself scam, a text that looks like a bank fraud alert is followed by a call that appears to be from your bank. The caller asks for the one-time passcode your bank sent, uses it to enroll their own account with your email or phone number, and the money you think you send to yourself goes to them.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"In a variation of the pay-yourself scam, the scammer gives you an email address that contains your name plus words such as Zelle Dispute, the bank's name, Fraud or Claim, and asks you to send money to it.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send phishing emails that pretend to be from Zelle. Zelle says the only email domain it uses is zellepay.com and that it does not use gmail.com, aol.com, yahoo.com or other common email domains.","source":"https://www.zelle.com/how-to-avoid-phishing-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"In purchase scams, you pay someone for goods such as concert tickets that never arrive. Because you authorized the payment, you may not be able to get your money back.","source":"https://www.zelle.com/understanding-fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-report-phone","type":"phone","label":"Zelle fraud and scam line (report emails or messages that pretend to be Zelle)","value":"+1-844-428-8542","purposes":["fraud"],"notes":"Zelle's phishing page says to report emails that pretend to be Zelle to Zelle, and links to its Report a Fraud or Scam page, which gives this number (8 AM to 10 PM ET, 7 days a week, except some holidays). If money left your account, report it to your own bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Zelle is now used only through participating banks' and credit unions' apps and online banking. On 2024-10-31 Zelle announced it was phasing out enrolling and sending money in its standalone app, and told standalone users to re-enroll through a bank or credit union by March 2025; the app was to become a scam-education app. Disputes, fraud claims and unauthorized-payment claims go to the user's own bank or credit union (the number on the back of the debit card). Zelle itself runs a fraud and scam question line.","channels":[{"id":"fraud-scam-phone","type":"phone","label":"Zelle line for questions about fraud or scams","value":"+1-844-428-8542","hours":"8 AM to 10 PM ET, 7 days a week, except Independence Day, Thanksgiving, Christmas and New Year's Day","purposes":["fraud","unauthorized_charge"],"notes":"For questions only. If you enrolled through your bank or credit union, report the transaction directly to that bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"id":"report-scam-page","type":"portal","label":"Zelle report a fraud or scam guidance","value":"https://www.zelle.com/support/report-scam","purposes":["fraud","unauthorized_charge"],"access":"open","notes":"Information page, not a form. It points to the user's bank, the FTC, IdentityTheft.gov and the FBI's IC3.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"The user's bank or credit union that offers Zelle (number on the back of the debit card)."},{"rung":"written_complaint","note":"Written error notice to the bank or credit union under its account agreement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"fraud","summary":"Report the payment to your own bank or credit union at once, then report the scam to the FTC; Zelle payments cannot be reversed, but qualifying impostor scams may be reimbursed.","evidence":["payment date","amount and recipient token (email or U.S. mobile number)","scammer's messages","FTC or police report number"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card and report the Zelle payment as a scam. Ask whether it qualifies for impostor-scam reimbursement."},{"do":"Ask the bank to confirm the claim in writing and give you a claim number."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov (Zelle links reportfraud.ftc.gov/#/?orgcode=ZELLE), and identity theft at IdentityTheft.gov.","regulator":"ftc"},{"do":"For general questions about fraud or scams on Zelle, call the Zelle fraud and scam line.","channel":"fraud-scam-phone"},{"do":"If the bank denies the claim without a clear reason, complain about the bank to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Zelle payments cannot be reversed. You can only cancel a payment if the recipient has not yet enrolled with Zelle.","issues":["fraud","transaction_dispute"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says qualifying impostor scams may be eligible for reimbursement.","issues":["fraud"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"A Zelle payment someone made from your account without permission is reported to your bank or credit union, which handles the claim.","evidence":["bank statement with the Zelle payment","date","amount","recipient"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card. Say the Zelle payment was unauthorized (someone else accessed your account)."},{"do":"Change your online banking password and confirm the claim and its number in writing."},{"do":"If the bank does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Zelle says unauthorized payments, where someone accessed your account without permission, typically qualify for reimbursement.","issues":["unauthorized_charge"],"source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"kind":"contact","claim":"Zelle directs users with issues in their bank's app or online banking to contact the number on the back of their debit card.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.zelle.com/support/contact-support","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"On October 31, 2024 Zelle announced it was phasing out the ability to enroll and transact in its standalone app, and told standalone users they had until March 2025 to re-enroll at a bank or credit union.","source":"https://www.zelle.com/blog/were-evolving-how-consumers-send-money-zelle","last_verified":"2026-10-12"}],"known_blockers":["Zelle does not take disputes; the claim must be filed by the account holder with their own bank or credit union, usually by phone.","Zelle payments cannot be reversed once the recipient is enrolled, so a refund depends on the bank's claim decision."]},"playbooks":{"fraud":{"company":{"id":"zelle","name":"Zelle","sector":"payments","website":"https://www.zelle.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report the payment to your own bank or credit union at once, then report the scam to the FTC; Zelle payments cannot be reversed, but qualifying impostor scams may be reimbursed.","evidence":["payment date","amount and recipient token (email or U.S. mobile number)","scammer's messages","FTC or police report number"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card and report the Zelle payment as a scam. Ask whether it qualifies for impostor-scam reimbursement."},{"do":"Ask the bank to confirm the claim in writing and give you a claim number."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov (Zelle links reportfraud.ftc.gov/#/?orgcode=ZELLE), and identity theft at IdentityTheft.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"For general questions about fraud or scams on Zelle, call the Zelle fraud and scam line.","channel":{"id":"fraud-scam-phone","type":"phone","label":"Zelle line for questions about fraud or scams","value":"+1-844-428-8542","hours":"8 AM to 10 PM ET, 7 days a week, except Independence Day, Thanksgiving, Christmas and New Year's Day","purposes":["fraud","unauthorized_charge"],"notes":"For questions only. If you enrolled through your bank or credit union, report the transaction directly to that bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}},{"do":"If the bank denies the claim without a clear reason, complain about the bank to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"fraud-scam-phone","type":"phone","label":"Zelle line for questions about fraud or scams","value":"+1-844-428-8542","hours":"8 AM to 10 PM ET, 7 days a week, except Independence Day, Thanksgiving, Christmas and New Year's Day","purposes":["fraud","unauthorized_charge"],"notes":"For questions only. If you enrolled through your bank or credit union, report the transaction directly to that bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"id":"report-scam-page","type":"portal","label":"Zelle report a fraud or scam guidance","value":"https://www.zelle.com/support/report-scam","purposes":["fraud","unauthorized_charge"],"access":"open","notes":"Information page, not a form. It points to the user's bank, the FTC, IdentityTheft.gov and the FBI's IC3.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Zelle payments cannot be reversed. You can only cancel a payment if the recipient has not yet enrolled with Zelle.","issues":["fraud","transaction_dispute"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says qualifying impostor scams may be eligible for reimbursement.","issues":["fraud"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"On October 31, 2024 Zelle announced it was phasing out the ability to enroll and transact in its standalone app, and told standalone users they had until March 2025 to re-enroll at a bank or credit union.","source":"https://www.zelle.com/blog/were-evolving-how-consumers-send-money-zelle","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"The user's bank or credit union that offers Zelle (number on the back of the debit card).","candidate_channels":[]},{"index":1,"rung":"written_complaint","note":"Written error notice to the bank or credit union under its account agreement.","candidate_channels":["report-scam-page"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Zelle does not take disputes; the claim must be filed by the account holder with their own bank or credit union, usually by phone.","Zelle payments cannot be reversed once the recipient is enrolled, so a refund depends on the bank's claim decision."],"security":{"official_domains":["zelle.com","zellepay.com"],"never_asks":[{"kind":"policy","claim":"Zelle says your bank or credit union will never ask you to send money to yourself with Zelle.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says your bank or credit union will not ask you to send money with Zelle to any account, so any such request could be a scam.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In the pay-yourself scam, a text that looks like a bank fraud alert is followed by a call that appears to be from your bank. The caller asks for the one-time passcode your bank sent, uses it to enroll their own account with your email or phone number, and the money you think you send to yourself goes to them.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"In a variation of the pay-yourself scam, the scammer gives you an email address that contains your name plus words such as Zelle Dispute, the bank's name, Fraud or Claim, and asks you to send money to it.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send phishing emails that pretend to be from Zelle. Zelle says the only email domain it uses is zellepay.com and that it does not use gmail.com, aol.com, yahoo.com or other common email domains.","source":"https://www.zelle.com/how-to-avoid-phishing-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"In purchase scams, you pay someone for goods such as concert tickets that never arrive. Because you authorized the payment, you may not be able to get your money back.","source":"https://www.zelle.com/understanding-fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-report-phone","type":"phone","label":"Zelle fraud and scam line (report emails or messages that pretend to be Zelle)","value":"+1-844-428-8542","purposes":["fraud"],"notes":"Zelle's phishing page says to report emails that pretend to be Zelle to Zelle, and links to its Report a Fraud or Scam page, which gives this number (8 AM to 10 PM ET, 7 days a week, except some holidays). If money left your account, report it to your own bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Zelle is now used only through participating banks' and credit unions' apps and online banking. On 2024-10-31 Zelle announced it was phasing out enrolling and sending money in its standalone app, and told standalone users to re-enroll through a bank or credit union by March 2025; the app was to become a scam-education app. Disputes, fraud claims and unauthorized-payment claims go to the user's own bank or credit union (the number on the back of the debit card). Zelle itself runs a fraud and scam question line.","warnings":[]},"unauthorized_charge":{"company":{"id":"zelle","name":"Zelle","sector":"payments","website":"https://www.zelle.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"A Zelle payment someone made from your account without permission is reported to your bank or credit union, which handles the claim.","evidence":["bank statement with the Zelle payment","date","amount","recipient"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card. Say the Zelle payment was unauthorized (someone else accessed your account)."},{"do":"Change your online banking password and confirm the claim and its number in writing."},{"do":"If the bank does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"fraud-scam-phone","type":"phone","label":"Zelle line for questions about fraud or scams","value":"+1-844-428-8542","hours":"8 AM to 10 PM ET, 7 days a week, except Independence Day, Thanksgiving, Christmas and New Year's Day","purposes":["fraud","unauthorized_charge"],"notes":"For questions only. If you enrolled through your bank or credit union, report the transaction directly to that bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"id":"report-scam-page","type":"portal","label":"Zelle report a fraud or scam guidance","value":"https://www.zelle.com/support/report-scam","purposes":["fraud","unauthorized_charge"],"access":"open","notes":"Information page, not a form. It points to the user's bank, the FTC, IdentityTheft.gov and the FBI's IC3.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Zelle says unauthorized payments, where someone accessed your account without permission, typically qualify for reimbursement.","issues":["unauthorized_charge"],"source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"kind":"contact","claim":"Zelle directs users with issues in their bank's app or online banking to contact the number on the back of their debit card.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.zelle.com/support/contact-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"On October 31, 2024 Zelle announced it was phasing out the ability to enroll and transact in its standalone app, and told standalone users they had until March 2025 to re-enroll at a bank or credit union.","source":"https://www.zelle.com/blog/were-evolving-how-consumers-send-money-zelle","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"The user's bank or credit union that offers Zelle (number on the back of the debit card).","candidate_channels":[]},{"index":1,"rung":"written_complaint","note":"Written error notice to the bank or credit union under its account agreement.","candidate_channels":["report-scam-page"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Zelle does not take disputes; the claim must be filed by the account holder with their own bank or credit union, usually by phone.","Zelle payments cannot be reversed once the recipient is enrolled, so a refund depends on the bank's claim decision."],"security":{"official_domains":["zelle.com","zellepay.com"],"never_asks":[{"kind":"policy","claim":"Zelle says your bank or credit union will never ask you to send money to yourself with Zelle.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says your bank or credit union will not ask you to send money with Zelle to any account, so any such request could be a scam.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In the pay-yourself scam, a text that looks like a bank fraud alert is followed by a call that appears to be from your bank. The caller asks for the one-time passcode your bank sent, uses it to enroll their own account with your email or phone number, and the money you think you send to yourself goes to them.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"In a variation of the pay-yourself scam, the scammer gives you an email address that contains your name plus words such as Zelle Dispute, the bank's name, Fraud or Claim, and asks you to send money to it.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send phishing emails that pretend to be from Zelle. Zelle says the only email domain it uses is zellepay.com and that it does not use gmail.com, aol.com, yahoo.com or other common email domains.","source":"https://www.zelle.com/how-to-avoid-phishing-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"In purchase scams, you pay someone for goods such as concert tickets that never arrive. Because you authorized the payment, you may not be able to get your money back.","source":"https://www.zelle.com/understanding-fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-report-phone","type":"phone","label":"Zelle fraud and scam line (report emails or messages that pretend to be Zelle)","value":"+1-844-428-8542","purposes":["fraud"],"notes":"Zelle's phishing page says to report emails that pretend to be Zelle to Zelle, and links to its Report a Fraud or Scam page, which gives this number (8 AM to 10 PM ET, 7 days a week, except some holidays). If money left your account, report it to your own bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Zelle is now used only through participating banks' and credit unions' apps and online banking. On 2024-10-31 Zelle announced it was phasing out enrolling and sending money in its standalone app, and told standalone users to re-enroll through a bank or credit union by March 2025; the app was to become a scam-education app. Disputes, fraud claims and unauthorized-payment claims go to the user's own bank or credit union (the number on the back of the debit card). Zelle itself runs a fraud and scam question line.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"The user's bank or credit union that offers Zelle (number on the back of the debit card).","candidate_channels":[]},{"index":1,"rung":"written_complaint","note":"Written error notice to the bank or credit union under its account agreement.","candidate_channels":["report-scam-page"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["zelle.com","zellepay.com"],"never_asks":[{"kind":"policy","claim":"Zelle says your bank or credit union will never ask you to send money to yourself with Zelle.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says your bank or credit union will not ask you to send money with Zelle to any account, so any such request could be a scam.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In the pay-yourself scam, a text that looks like a bank fraud alert is followed by a call that appears to be from your bank. The caller asks for the one-time passcode your bank sent, uses it to enroll their own account with your email or phone number, and the money you think you send to yourself goes to them.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"In a variation of the pay-yourself scam, the scammer gives you an email address that contains your name plus words such as Zelle Dispute, the bank's name, Fraud or Claim, and asks you to send money to it.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send phishing emails that pretend to be from Zelle. Zelle says the only email domain it uses is zellepay.com and that it does not use gmail.com, aol.com, yahoo.com or other common email domains.","source":"https://www.zelle.com/how-to-avoid-phishing-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"In purchase scams, you pay someone for goods such as concert tickets that never arrive. Because you authorized the payment, you may not be able to get your money back.","source":"https://www.zelle.com/understanding-fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-report-phone","type":"phone","label":"Zelle fraud and scam line (report emails or messages that pretend to be Zelle)","value":"+1-844-428-8542","purposes":["fraud"],"notes":"Zelle's phishing page says to report emails that pretend to be Zelle to Zelle, and links to its Report a Fraud or Scam page, which gives this number (8 AM to 10 PM ET, 7 days a week, except some holidays). If money left your account, report it to your own bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}