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#2268826 - 04/07/22 09:36 PM Zelle
DBouton Offline
New Poster
Joined: Jun 2010
Posts: 10
We offer Zelle through our core processor FIS. A Zelle user is blocked by FIS once fraud or scam is reported. They stay blocked until we change it. Anyone else that offers Zelle system works like this and if so what factors do you consider before giving Zelle back to them?


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#2268891 - 04/11/22 02:35 PM Re: Zelle DBouton
TaraSue Offline
Joined: Oct 2013
Posts: 57
We are an FIS bank as well. We have had this situation a few times, and when a customer calls to report this we discuss why Zelle was blocked, take the entire situation into account (how long has the customer been with us, what was the fraud type, etc.) and make a decision based on that discussion. We will generally release it pretty quickly.

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#2268934 - 04/11/22 09:01 PM Re: Zelle DBouton
John Burnett Offline
10K Club
John Burnett
Joined: Oct 2000
Posts: 40,086
Cape Cod
Would you permanently block Zelle access if your customer continued to have problems, Never2old?
John S. Burnett
Fighting for Compliance since 1976
Bankers' Threads User #8

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#2268938 - 04/11/22 09:51 PM Re: Zelle DBouton
TaraSue Offline
Joined: Oct 2013
Posts: 57
We haven't had to head down that path yet but we would consider it (as an example, if a customer had been scammed into purchasing multiple puppies via PayPal, the risk of them conducting similar transactions via Zelle would be, I believe, relatively high.)

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#2273260 - 07/22/22 01:34 PM Re: Zelle DBouton
CalifDreamin Offline
Diamond Poster
Joined: Mar 2002
Posts: 2,251
Far from Calif
What we found out this week, too, is that if we unblock them and activity happens again that Zelle says is fraud, we are fined $2500. Leaves me inclined to not unblock our customer regardless.
The opinions expressed are mine and do not necessarily reflect those of my employer

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#2276883 - 10/20/22 07:56 PM Re: Zelle DBouton
Carly Girl Offline
Power Poster
Joined: Aug 2004
Posts: 3,778
we recently found out about the $2500 fine as well. The customer was blocked because the email was reported as fraudulent by someone who claimed they got scammed but it was a matter of not receiving their funds back. We made the customer use a different email. We were instructed by Zelle for the customer to register a new email. After the registration of the new one, we could block the old one and the customer could continue to use their Zelle account.

All other holds/blocks are given a strict review before we release the account.

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