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One billion-dollar US bank reportedly refused to resolve a Zelle transfer for more than half a year, until the bank faced questions from the media.
Karen Weber, of Raleigh, North Carolina, says a $300 transfer via Zelle never made it into her friend’s account, but the money was taken from her First National Bank account, reports 5 On Your Side WRAL.
Weber’s banking troubles began when she went to reimburse her friend for her share of the costs of a scenic trip they took to Canada. She used the money transfer service Zelle to send her friend $1,300.
Says Weber,
“The problem was that day I could only send $1,000.”
She says her bank told her the remaining $300 would go through the next day. However, she says that while the $1,000 did go through, the $300 never showed up in her friend’s account.
Weber says she reached out to First National and filed a dispute, but the bank continued to insist the funds had been sent, even though her friend’s account at Truist Bank continued to show the $300 was never received.
After six months of contacting her bank to no avail, Weber reached out to 5 On Your Side for help and that’s when she finally got a resolution. With the two banks working together, the $300 finally appeared in her friend’s account.
“It took about a month once I had [WRAL] on board.”
Both banks declined to comment on the matter.
Meanwhile, Zelle says,
“We don’t hold onto a user’s money or manage their accounts. Zelle is a messaging service facilitating transfers between two federally regulated institutions.”
