Reviews
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Average of 104 Customer Reviews
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Review fromDenise A
Date: 03/19/2025
1 starDenise A
Date: 03/19/2025
This is the absolute worst electronic money exchange feature ever created. Surprise surprise, its privately owned by B of A, ***********, ****************, etc. I have had accounts with two of those banks for decades, but still got zero support from either of them, even though Zelle is FDIC insured, I will never, ever use Zelle again, and now Im seriously considering closing both of my accounts. The claim is that its safe, but that is a very misleading statement. I was scammed out of a fairly large amount of money, not by a stranger though, by a friend somebody that I know and thought I could trust. I contacted *************************** bank to report what happened, I repeatedly told all 3 people whom I spoke with, that it was my friend a person that I know very well & thought I could trust, who scammed me. I also told all 3 of them that I can prove that he scammed me out of my money. None of them were interested in seeing my proof and of course nothing was done on the sole basis that I know the person and he was in my contacts. I received a couple letters shortly after, telling me that they did not detect any fraud and closed my case the same day that I reported it, which was extremely frustrating because I was very very clear that it was not fraud, it was a scam! So now Im out of a few thousand dollars because these banks that make billions & billions of dollars are not willing to help me out in any way & the disgusting, poor excuse of a human being who stole my money, faces no consequences & is probably scamming other people..I dont blame Zelle completely, I do take responsibility too, but I find it extremely unethical for a group of greedy banks who make billions of dollars, to create a money exchanging feature that isnt 100% safe and/or protected.
Early Warning
Date: 03/24/2025
March 24, 2025 Dear ****** ********, Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on March 19, 2025. Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating. To further assist with this matter, we attempted to contact you on March 24, 2025, to gather additional details regarding your complaint. Unfortunately, we were unable to reach you. It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly. If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday. Sincerely, Zelle SupportReview fromGeri R
Date: 03/13/2025
1 starGeri R
Date: 03/13/2025
Everything I have read about zelle is everyone hates it so why do all these tradesman use it for customer ***********************?? I use ***** all the time without any issues but the people I have hired to renovate a house in another state dont use Venmo. Every time I go to pay a new person the payment gets held up until I call my bank during business hours. Therefore you cant make a payment outside of business hours. Who makes a payment service that does this?? Absolutely incompetent! I encourage everyone to stop using zelle and go to Venmo.Early Warning
Date: 03/19/2025
March 19, 2025
Dear **** ******,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on March 13, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating. To further assist with this matter,we attempted to contact you on March 17, 2025. Unfortunately, we were unable to reach you.
It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application,please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
Zelle SupportReview fromMarketaa L
Date: 02/25/2025
1 starMarketaa L
Date: 02/25/2025
I filed a scam claim for $1950 via Zelle Website. They took the funds back from the person who scammed me, never sent the money back to me or my bank, and now pretends they cant communicate about the claim at all. Neither party between me or the scammer has the funds.Early Warning
Date: 02/27/2025
Dear ******* *******,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on February 25, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating.
It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
Zelle SupportReview fromEric P
Date: 02/20/2025
1 starEric P
Date: 02/20/2025
Zelle just wants to steal your money by not letting you have access to your own account. Unfortunately I do not have the card that was used to register with Zelle so I am not able to access my own money. They need a better way to verify your account instead of using a CVV code, it makes no sense.Early Warning
Date: 02/24/2025
Dear **** *******,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on February 20, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating. We attempted to contact you on February 21, 2025 and February 24, 2025. Unfortunately, we were unable to reach you.
It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
Zelle SupportReview fromBrandy D
Date: 01/28/2025
1 starBrandy D
Date: 01/28/2025
My boyfriend schedules a Zelle payment to be sent to me on the 23rd of each month for his half of the rent. I receive an email notification on the 23rd that the payment has been sent and will be automatically deposited to my account. It takes 3-5 business days for the money to be deposited to my account, even though my boyfriend shows the money being withdrawn from his account on the 23rd and that the money was "deposited" to my account the next day. Since it normally doesn't take this long for me to receive the money he sent, I called my bank and asked them if they could see the deposit. My bank confirmed that they could see the transaction, but that Zelle suspended it, so they hadn't received the funds to deposit into my account. My bank said that they do not hold back Zelle deposits, and that they were not the ones suspending the deposit and had no way to release it sooner.I called Zelle and asked why they were suspending these scheduled deposits from my boyfriend's account each month (and not until after the money is withdrawn from his account). The first ****** at Zelle said that they were not the ones holding the money back. I called my bank again and they confirmed that Zelle IS the one holding the money back. I called Zelle again and they said they couldn't provide me any information about why they were suspending the deposit (and wouldn't admit the they were the ones doing so).If Zelle is suspending the deposit, why can't they provide me a reason. It also seems suspicious to me that they withdraw the money from my boyfriend's account, THEN decide they are going to "suspend" the deposit so that neither me or my boyfriend has access to that money for nearly a week. Is Zelle keeping that money so that they can earn interest on it during that "suspension" period? In this age of electronic transfers, it should not take 5 business days to receive a domestic electronic deposit, especially since it's a regularly occurring monthly deposit.Early Warning
Date: 02/03/2025
February 3, 2025
Dear ****** Deutsch,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB
review, received on January 28, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your
experience and of the service you have received in your efforts to resolve this matter. We appreciate
you taking the time to tell us about your experience and understand that the situation may be very
frustrating. On February 3, 2025, we attempted to contact you regarding the matter. Unfortunately, we
were unable to reach you.
It is important to note that Zelle does not hold or handle any money. Zelle provides messaging
between the senders bank or credit union and the recipients bank or credit union to facilitate the
payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer
support team for assistance. However, if you have enrolled with the Zelle mobile application, please
call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding
New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************,
call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
Zelle SupportReview fromElena C
Date: 01/23/2025
1 starElena C
Date: 01/23/2025
First, I contacted my Bank to get a Zelle history for more than 6 months in the past. They informed me they are unable to provide any information beyond that period.I then contacted Zelle via their "Contact Support" page and explained the above and wanted to know if they could provide me with a history for prior to the 6-month period. I received a response via email as follows:"Thank you for contacting us!We apologize for the inconvenience, and want to help. Since youre using Zelle through your financial institutions banking app, youll need to contact your bank or credit unions customer service department about this matter. If you arent sure what your financial institutions customer service number is, you can often find it on their corporate website or the back of the debit card they issued to you.If you still need help after speaking with your financial institution, please give us a call so a Zelle support representative can learn more about your ************* can reach us toll-free at XXX-XXX-8542. We are open 8am-10pm ET 7 days a week excluding Independence Day, Thanksgiving, Christmas, New Year's Day. If youre calling from outside *****************, you can reach us at XXX-XXX-8506.Zelle Support"I then tried calling the number provided and was unable to get throughthere is no option to speak with a representative.I then sent an email in response to THEIR email and received the exact same response I received above.There is no customer service, as the definition of customer service is "the support and assistance given to customers before, during, and after they interact with a company, product, or service. Good customer service aims to create a positive experience for customers, which can lead to brand loyalty and recognition."So far I have not had a good customer service experience. It appears they are not only unable to handle matters on a case-by-case basis but are not actually reading the content of messages.Early Warning
Date: 01/29/2025
January 29, 2025
Dear ***** ******,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on January 23, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating.
It is important to note that Zelle does not hold or handle any money. Zelleprovides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
ZelleSupportReview fromMichael G
Date: 01/09/2025
1 starMichael G
Date: 01/09/2025
Issue: Getting money back from Zelle payment to wrong party. ..... On 8/15/24 I mistakenly sent $150 to the wrong party. I didn't discover this error until Sept.-Oct. 2024. Contacted Zelle for help. Unsuccessful! I contacted the party to whom I sent those funds. He agreed to contact his bank to reverse the payment. On 11/13/24, the $150 error payment was reversed by his bank, back to Zelle. I did not become aware of this reversal until Jan. 2025. My efforts to contact Zelle to get my funds back have been frustrated by Zelle's lack of any effective process to handle such situations! I have already made one complaint to the ***. I want my $150 returned to my Zelle account!**********************'s ****************** is a joke!Early Warning
Date: 01/14/2025
January 14, 2025 Dear **** *********, Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on January 9, 2025. Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating. It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly. If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday. Sincerely, Zelle SupportReview fromRosalina M.
Date: 01/04/2025
1 starRosalina M.
Date: 01/04/2025
So I got locked out of my account because it said I was locked out due to inactivity. I waited 40 minutes on hold for a representative when she got on the phone. She told me that the only way that she was able to allow me back into my account was to run my information through public records. and then when I asked her to delete my account, she refused to delete it and told me that only I could, however whats extremely funny was I just spoke to another agent who supposedly was able to delete my account. I am 1000% not OK with somebody running my information through public records just to verify my information because when you open the app, it does not make you run your information through public records. There needs to be another way for people to verify their information to be able to log back in into their account and also when I looked on their website nowhere on there, does it say that when youre locked out of their account will they run you through public records Absolutely not acceptable absolutely awful customer service do not recommend.Early Warning
Date: 01/09/2025
January 9, 2025
Dear ******** **********,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on January 6, 2025.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating.
It is important to note that Zelle does not hold or handle any money. Zelle provides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application,please call us for assistance toll-free at ************, seven days a week from 8 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 8 AM to 10 PM ET, Monday through Sunday.
Sincerely,
Zelle SupportReview fromOmar V
Date: 11/22/2024
1 starOmar V
Date: 11/22/2024
Zelle is biggest scam company ever met. I got scammed on 06/29/24 of this year and theyre gonna stay here and tell me theyre legit business. This is how you know they let scammers go to Zelle like its nothing to them.Early Warning
Date: 11/26/2024
November 26, 2024
Dear **** ******,
Thank you for contacting Zelle about your recent experience. This letter is in response to your BBB review, received on November 22, 2024.
Here at Zelle, we strive to provide exceptional consumer support. We are disappointed to learn of your experience and of the service you have received in your efforts to resolve this matter. We appreciate you taking the time to tell us about your experience and understand that the situation may be very frustrating.
It is important to note that Zelle does not hold or handle any money. Zelleprovides messaging between the senders bank or credit union and the recipients bank or credit union to facilitate the payment between the two bank accounts, but ********************** does not initiate or process the payment directly.
If you are enrolled with a participating bank or credit union, please contact their online customer support team for assistance. However, if you have enrolled with the Zelle mobile application, please call us for assistance toll-free at ************, seven days a week from 10 AM to 10 PM ET, excluding New Years Day, Independence Day, Thanksgiving, and Christmas Day. From outside *****************, call ************ from 10 AM to 10 PM ET, Monday through Sunday.
Sincerely,
ZelleSupportReview fromKh V
Date: 10/31/2024
1 starKh V
Date: 10/31/2024
Please note that before calling Zelle, I already called my bank regarding my concern and they advised me to call Zelle to see if they can help me recognizing a particular sender. I called on my Zelle account attempting to receive information. I had to try calling them 3 times because the automated inbound call system dropped me. Finally getting through however that was worse than call drop. Not only they refused to provide details without a proper reason, the Zelle customer service agent lied to me by saying that they would transfer me to someone in Zelle internally that can help but instead cold transferred me to my own bank. From my pov, Zelle refused to address on a customer concern regarding a potential scam. Are they even making an attempt on following the regulatory guidelines to addressing scam/fraud concerns? Talk about passing the ***** I already worked with my bank to disconnect my email and phone number and never to do business with them.Early Warning
Date: 11/06/2024
November 6, 2024
Dear ** **,
We take these situations very seriously and are thankful you shared your experience with us. This letter is in response to your BBB review, received on October 31, 2024.
When users take the time to let us know about their experience, it allows us to work to help prevent others from having the same experience.
Unfortunately, we dont have enough information,please report the scam information on our website at **********************************************************.
It is important to note that Zelle does not request money from consumers in order to receive money. To receive a payment,the recipient needs only to enroll their mobile number or email address the payment is being sent to. Once the sender confirms the payment and recipients information, the payment is typically delivered to the recipient within minutes.
Both Zelle and its participating banks and credit unions look for opportunities to educate and remind consumers on how to use Zelle safely. For example, we advise consumers within the Zelle App, on our website, and in the Zelle ******************** Agreement that ********************** is intended for sending money to friends, family, and others they trust. If a consumer doesnt know the person or arent sure they will get what they paid for (for example, items bought from an on-line bidding or sales site), we recommend they do not use Zelle for these types of transactions, which are potentially high risk. Examples of these messages can be found at the following locations:
*************************************************************
*************************************************************************************************************************************************************
**********************************************************************
Sincerely,
Zelle Support
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