I am beyond frustrated with both Ally Bank and Zelle. I just submitted a complaint to CFPB for both companies. Here is my copy paste of the complaint. Thought I'd share as a warning for others.
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On 02/01/018 at 9:04 AM my sister (an Ally Bank Account holder) sent me $100 USD via Ally Bank's website using the "Send Money with Zelle" feature. I received both an SMS message and an email stating that the funds were sent to me.
I have used Zelle in the past and usually receive payment within 1-3 days. After 12 days I became concern since I am also an Ally Bank account holder and it seemed strange to me that it would take longer than a few days to transfer money from one Ally account to another Ally account. I called Ally on 02/12/18, 7:28 PM in regards to the missing funds. I was told by an Ally representative that it could take up 14 days for the funds to transfer and that she couldn't help me unless I had my sister on a conference call so that she could look up both of our accounts. She also stated that I should call Zelle for more information.
On 2/13/2018 at 12:55 PM I called Zelle in regards to the missing funds. I was told by their representative that the funds was completed on 02/01/2018. The representative did mention that I had two Zelle accounts, one with the stand alone Zelle APP, and another with Ally Bank. I was told that the funds were sent to the Zelle APP which was tied to an Ally debit card. To prevent any future confusion he stated that he would deactivate the stand alone Zelle account and the only account I would have active would be the one with my Ally account. I informed the representative that the debit card I had attached to the Zelle App was canceled in October 2017. The representative said that if the card was cancelled then Ally would have the funds and I would need to call them.
On 2/13/2018 at 1:15 PM I called Ally on a conference call with my sister. The Ally representative was able to look up both my sister and my account and confirm that the money had been removed from my sisters account, and never refunded. She also verified that my account had never received the funds. I informed the agent that Zelle stated the funds went to an Ally debit card that had been cancelled. The Ally representative stated, that the payment would have automatically declined and the funds would have been rejected and refunded back to the original sender. The representative stated that it could take up to 14 days and so I should wait 14 days for the funds to be refunded.
On 02/28/2018 my sister called Ally in regards to the missing funds. She was told they had sent me the funds and to check with me. I did not receive the funds.
On 03/08/2018 at 9:01 AM I called Ally in regards to the missing funds. The Ally representative confirmed that the funds had never been sent to me but could not help me any further unless I had my sister on a conference call so that she could look up her information.
On 03/14/2018 at 9:17 AM I called Ally on a conference call with my sister. I spoke with a supervisor for Ally name Adrianna, who was able to look up both my sister and my account and confirm that the money had been removed from my sisters account, and never refunded. She also verified that my account had never received the funds. Adrianna then informed me that the funds had been sent to a non Ally account and that I would have to speak to my other bank. I informed Adrianna that I had no other bank and that the other Zelle account she was referring to was sent to an Ally debit card that had been canceled in October 2017. I requested that we conference in Zelle so that she could confirm for herself.
On 03/14/2018 at 10:18am I called Zelle on a conference call with my sister and Ally representative Adrianna. We spoke with Consumer Fraud Specialist, Tom. Tom informed us that the Zelle payment was completed on 02/01/2018 and sent to an Ally debit card ending in 5711. Adrianna looked up the account history my previous debit card ending in 5711 and informed Tom that she had no history to that card since it was cancelled back in October 2017. Both Tom and Adrianna stated that they would escalate the matter within their respective companies and would get back with me in 3 to 5 business days.
On 3/21/2018 at 3:17 PM I called Zelle and spoke with Zelle representative George. George stated that Tom was out of the office but that he would look into the matter and would call back as soon as they had an answer.
On 3/21/2018 at 3:45 PM I called Ally and spoke with Ally representative Michael at the Tulsa Contact center. He informed me that Ally had sent me a letter via US mail and to check my mail. I asked him what it was and while he did not go into specifics he did mention that more than likely I would have to speak to my other bank which would have receive the funds. I informed Michael that I did not have any other bank and that he was probably referring to the fact that the transfer got sent to a separate Zelle account that was not tied to my Ally account number, but rather an old Ally debit card. He stated that he would make a note in my file and would inform the person investigating my account.
It has been 48 days since my sister initiated payment to me. I have not received the funds nor has my sister been refunded. I would like this matter resolved immediately.
Submitted March 22, 2018 at 01:05AM by wabbit983 http://ift.tt/2pveBGs
