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In May I found out my credit card was compromised and my bank issued me a new card. In June, I was expecting a rent payment from my renter and I found out it was returned to her.

I then remembered I needed update my Zelle account with the new card. I attempted to log in and forgot my password, I clicked forget password and it asked for the security code I used on the original set up. Unfortunately I did not have that because the bank took the bad card since I no longer needed it. Called Zelle to tell them my issue and they said, you are no longer eligible and can't use the phone app anymore, this was after waiting an hour on hold!

How is one suppose to get their password if they can't provide the other stuff, don't other businesses use questions to get their password, etc. Terrible set up for trying to get your information and no help from the company, just a run around.

I will now need to find another solution to collect rent as the Zelle app offers no support on helping it's customers in recovering information and to help them change their information and my bank does not use Zelle (I wonder why!). I will not be recommending this app to anyone.

Reason of review: Poor customer service.

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Guest

Wow. This exact same thing just happened to me yesterday bhiwever, I actually had the digits from my old card.

And I was still told I was ineligible with absolutely no reason why.

Other then "there was an update" but no specifics as to what caused me to become ineligible in the update. Zelle is a joke

Guest
reply icon Replying to comment of Guest-1495741

This just happened to me. Lost my debit card.

Called Zelle to update with a new one and needed to change password due to forgetting it. I was told I needed the last 3 digits on the back of the lost card. Then I was told I was no longer eligible for the app and they couldn't tell me why.

Just said the system says so. Weird

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