If you were scammed through Zelle, time matters. The sooner you act, the better your chances of recovering your money.

Here’s the step-by-step process.

Step 1: Contact Your Bank Immediately

Call the number on the back of your debit card — not a number from a text message.

Tell them:

• You were the victim of fraud.
• The transfer was induced by deception.
• You are disputing the transaction.

Use clear language:

“This was an unauthorized electronic fund transfer under the Electronic Fund Transfer Act.”

Even if you technically pressed “send,” the transfer may still qualify as unauthorized if it was induced by fraud.

Ask for:

• A written confirmation of your dispute
• The claim number
• A copy of the bank’s error resolution procedures

Step 2: Follow Up in Writing

Under the Electronic Fund Transfer Act (EFTA), you should submit a written dispute within 60 days of the statement showing the transfer.

Include:

• Date and amount of the transfer
• Explanation of how you were deceived
• The date you notified the bank
• A clear request for reimbursement

Keep copies of everything.

Step 3: The Bank’s Investigation Timeline

Under federal law:

• The bank generally has 10 business days to investigate.
• If they need more time (up to 45 days), they must provisionally credit your account within 10 business days.
• They must provide the results of their investigation in writing.

If they deny your claim, they must explain why.

Step 4: If the Bank Denies Your Claim

Many banks deny Zelle scam claims by arguing:

“You authorized the payment.”

But that is not always the end of the story.

You can:

1. Request the documents the bank relied on.
2. File a complaint with:
   • CFPB (consumerfinance.gov)
   • Your state Attorney General
   • The OCC (if it’s a national bank)
3. Consult a consumer protection attorney.

In some cases, consumers may have claims under:

• The Electronic Fund Transfer Act
• State consumer protection statutes
• Breach of contract theories

Step 5: Act Fast — Timing Matters

Your rights depend heavily on:

• How quickly you reported it
• Whether your credentials were compromised
• Whether the bank followed proper procedures

Waiting too long can limit your recovery.

Important Reality Check

Zelle transfers move quickly and are difficult to reverse. Recovery is possible — but not automatic. The outcome often depends on how the bank classifies the transaction and whether it complied with federal law.

If you’ve been denied reimbursement after a Zelle scam, it’s worth having the denial reviewed. Consumers are often told “no” when the law may say otherwise.

Here is a formal dispute letter template you can use:

Subject: Dispute of Unauthorized Electronic Fund Transfer – Zelle Transaction

Dear Sir or Madam:

I am writing to formally dispute an unauthorized electronic fund transfer from my account pursuant to the Electronic Fund Transfer Act (15 U.S.C. §1693 et seq.) and Regulation E.

Account Holder Name: [Your Full Name]
Account Number (last 4 digits): [XXXX]
Claim/Reference Number (if any): [Claim #]

On [date], a Zelle transfer in the amount of $[amount] was sent from my account to [recipient name/email/phone if known]. This transaction was the result of fraud.

I was induced to make this transfer based on false representations made by an individual who [briefly describe what happened — e.g., impersonated my bank’s fraud department, claimed my account was compromised, posed as a landlord, etc.]. The transfer was not authorized in any meaningful way, as it was procured through deception.

I notified your institution of this fraud on [date you reported it]. This letter serves as my written confirmation of the error.

Under the Electronic Fund Transfer Act and Regulation E, I am requesting:

1. A prompt and thorough investigation of this error;
2. Provisional credit to my account within the timeframe required by law;
3. Written confirmation of the results of your investigation; and
4. Copies of any documents or evidence relied upon if you determine that no error occurred.

Please treat this as a formal notice of error under 12 C.F.R. § 1005.11. If you require any additional information to complete your investigation, please notify me in writing immediately.

I expect full compliance with the timelines and requirements set forth under federal law.

Thank you for your prompt attention to this matter.

Sincerely,