Zelle Ratings and Reviews

The JOYS of money!

To be honest I was a little skeptic about it, then once I downloaded it and played around with it, I knew I was going to be using this FOREVER! No waiting for the weekend to be over to receive your money, no 5-7 business days on waiting either for your money to be sent over, no hassle on asking if anyone or I have received the money. This app literally allows the money being sent over to go straight into your card with no holds, no fees, no hassle at all. Me, my family and friends use this app all the time when one has forgotten money or their wallets- LOL! I can say that using this app really is a life saver.

Only, ONE bad thing I do have to say is that you can’t send others money unless you have their correct mobile phone numbers. I’ve tried to see if I can add people through my contacts but it only allows to input numbers, like literally I gotta grab a pen and paper to write down peoples numbers because once you input a number or an incorrect phone number it’s a good bye to whoever you’re sending money too. So make sure the number you’re sending money to is ALWAYS CORRECT! I hope that they do update this app and allow us to add friends on here.

Developer Response ,

Thanks for the great review, we're glad you like using Zelle! Our app does pull from your contacts if you allow the app access to your contacts in your iPhone. If we can help, please give us a call at 844-428-8542. Thanks, again!

Nothing but problems

Zelle is apparently not compatible with iPhone 14 pro. They think I am using VoIP or a second number through an app and cannot perform maintenance on my account because I am supposedly using VoIP. I am not using VoIP I just have a new iPhone 14 pro! Zelle has no idea that iPhone 14 pro uses ESIM which is similar to VoIP! They were literally ZERO help and had ZERO knowledge of the issue or what could be causing it. My money is stuck in their system tied to my phone number for days now with ZERO help other than “sorry, there’s nothing we can do, your using VoIP”. This was discovered after three phone calls over multiple days with them and on the previous phone call I was locked out until the next day due to their system generated verification questions which had nothing to do with my life and I failed these bogus questions! After the conversation I spoke with my father about the questions and “possible known associates” from their generated questions and my father knew all those people yet I was locked out of customer service for failing the verification! It had to be those questions because the only other one was the color of my car and my address! I know I answered those correct! Don’t use Zelle and if you do don’t be surprised if you get ZERO help with any issue or concern, and if you do get help it will probably be the wrong answer or guesswork leading to nowhere except “sorry, there’s nothing we can do”! ZERO STARS FOR TAKING MY MONEY HOSTAGE!

Can’t do anything without allowing full contacts access

The app has a message saying quite clearly how if you allow full contacts access you can send quicker, but that there is an alternative, in which you can either hit the “+” button, or the “Add a new Recipient” [capitalization theirs] button to send funds. However, neither of these buttons exist. I have no idea if they only exist after sharing contacts, but I don’t want to do that and it really is not necessary for a financial transactions service. The only point of forcing it is for sketchy data mining.

UPDATE:
So, against better judgment, I allowed contacts access. I still do not have a “+” or “Add a new Recipient” [sic] button anywhere. Also, all contacts were added once for every method of contact, so I have between 2-7 entries per person. Also it added one for every number I’ve ever blocked. It looks literally nothing like the screenshots on the App Store page, it’s just a heinous mess. ALSO if I hit the big fat “Request” button it still takes me to the same screen asking me to select a “recipient”, which sounds like I’d be sending money not receiving it. This app has been 3 consecutive dumpster fires so far, and I’ve had it for a couple of hours. How does anyone even use it for its intended purpose? Does it have any functionality at all? People trust financial transactions to stuff that looks this bad? I wouldn’t trust them to make me a ham and cheese sandwich.

Unable to verify password

When you make an app that directly links a user's DEBIT CARD to their account (with no other options or protections provided), you'd better make sure it's operational, but instead we have this.

About a week ago, I got a 3:45AM text from Zelle for an automatic transfer (no one was sending me money that early in the morning). I went to change notification settings -- only to discover that I needed my password to turn off their text messaging. That's when I realized I had forgotten my password. At the time I couldn't find any place on their app to reset it, and because I have an outside bank, I don't have access to a web account. I did try "forgot password?" on the Zelle portal but never received an email. This didn't lock me out of my account; I just couldn't make any account changes.

Fast forward to today -- the app has logged me out (possibly due to an update?), and while it does now give me a "forgot password" option, after resetting it, I get the error message "unable to verify password." I even wrote it down to make sure I re-entered it correctly, but no luck. And that's where I am stuck -- completely locked out of my account. I am beyond frustrated. I use this to get money transfers from family, and I never had a single issue with clearxchange. Now with this forced switchover to Zelle, I can't do even the simplest task. Either fix the app or give us a website, because right now this is absolutely useless.

Poor customer service

If I could give this app zero stars, I would. I received a new cell phone # (all other information is the same—same address, same phone , same bank information, etc) and because I have a new cell, it will not allow me to use Zelle or update my information. I have called customer service all week and no luck and the last representative that I spoke to was rude (kept cutting me off when I was talking and was rushing me off the phone). I asked to speak to a supervisor and she refused to let me speak to them. When she was verifying my information, she asked questions that “their” system generated instead of questions that I provided answers to. Example: she asked , “What color is your car? Blue, white, or yellow?” (Answer: neither because I have ALWAYS purchased brand new cars that were either silver or grey so it’s not like I purchased used cars that had paint jobs; she also asked , “Which individual from this list do you know? Brandy Locke , Steve Smith or Paul Tyson?” I answered : I don’t know any of those people. Her response , well these are the questions that our system generates based on the names of the individuals that are near your address. I asked to speak to a supervisor and that’s when she began cutting me off, rushing me off the phone and was being rude). I will never use Zelle again and I’m sharing my review with al my friends and family who use Zelle.

Poor quality password setup

Went to create a password; saw list of requirements. Created a strong, 100-character password in 1Password. Pasted it in; got all green checkmarks. Great! Hit “Done;” got “Invalid password,” with NO EXPLANATION. 1. It’s 2021; there is literally no excuse for not giving users *complete* information on *all* password requirements *at the start.* AMC (the movie theater) has been able to do it since 2013; you should be able to do it. 2. It’s 2021; error messages that don’t tell users how to fix the error are simply amateurish. 3. It’s 2021; passwords of *any length* should be acceptable (because I’m betting the issue is that you hid a length requirement there and that’s why it’s being rejected; either that, or there are ASCII special characters that you can’t handle, even though, again, decent systems have been able to handle any combo of characters for years now - and don’t try to use the, “oh, we’re trying to prevent injection attacks” thing, because again, a decent system can recognize those and block them). Do better. EDIT: Indeed - when I updated the length from 100 char to 64 char, your system accepted it without issue. For the love of God, why did you decide to hide this requirement from users??? Have I mentioned it’s 2021 and anyone who knows anything about good design practice has known to do this for years??

Not Client friendly app is not adaptive

This is not attuned to the ever changing lives of clients using this app. I’ve been attempting to switch cards and add an email to my account. First day the error message was uh oh come back later and try again. Second day your account is temporarily locked for security reasons. Mind you password and all info being entered is MINE and accurate. Then yesterday after getting the same message as the previous day, I called “customer service” via the app who informed me they would have to VET ME with some questions to unlock and to Update my information for me. I asked why am I NOT ABLE to update my own info as needed? The response- Zelle doesn’t allow so many changes as it wants you to use A PERMANENT CARD as it only allows for infrequent card updates. Nevermind that life is what it is and if you want to change out your card to you should allowed to do so. We go through that process and they said now I need to wait 15 min for the system to reset my account. After some small talk, the call is ended NOT BY me. I had other things to do so I come back later. Not only can I NOT ACCESS MY ACCOUNT BUT ITS NOW SAYING I AM PERMANENTLY LOCKED OUT and to CALL CUSTOMER SERVICE. Not Zelle’s greatest moment. I just deleted the app.

WORST APP OF THE CENTURY

This company has the absolute, most atrocious customer service that I have ever had the displeasure of speaking with. I kept getting a wrong password error after trying the only few passwords I use for my accounts, and there was not any “Forgot Password” links to be found on the website or app. Upon calling Customer Service the first time, I was talked to like I was an idiot and was never actually helped with resetting my password. I was told that he had done some re-figuring on his end and I could try to log back in as a new user (keep in mind - I already have had an account) in 10 minutes. Upon trying to gain access to my account yet again, my number had been blocked. I contacted Customer Service and they told me there was nothing they could do and that the app would give me the option to deactivate my account later, but that I would not be able to use the app or get into my account for 30 days. I told the lady to deactivate my account today and I’m hoping that actually went through.

Why isn’t there an option to change my password if forgotten?? It’s absolutely ridiculous. I also find it unsettling that there supposedly is no way to get into the account that has my banking information in it for at least 30 days.

With that being said - do NOT use this app!

I wish I could give ZERO stars!

This is the dumbest money-transferring app I have ever used in my life!!! Originally all was fine, but after several months of not using the app, I got a new phone. Fast forward 6-8 months. My dad sent me money through Zelle. So I download the app on my new phone and prepare to login. It continued to give me an error message. So I call CS and what they tell me literally blew my mind. They said “oh well, your account was closed due to something that either your bank or your cell phone provider reported to us. I can’t tell you what because it’s confidential, but it could have been anhthing from your bank account got hacked, or your bank account went to a $0 balance at some point, or that you changed cell phone providers” and I said “well I ported my # from t-mobile to Verizon” and she says “yeah that very well could have been it.” I said “ok well how do I get my account re-opened?” And she says…..”oh you can’t it’s just closed.” I said “forever?” She says “possibly. We don’t know how long it will keep you from re-opening.” 🤯🤯🤯🤯 seriously?!? We aren’t talking about an instance of fraud here. I literally changed cell providers. This is asinine!!! That makes zero sense!!! With policies like this, I guess I am grateful that they closed my account.

So if my bank doesn’t have Zelle support…

Zelle took my account information, and only after making me verify it did they tell me that my bank does not have Zelle support and won’t let me use Zelle. Why they did Zelle save my account number and info if they cannot provide services to me under that account? Why not give an error immediately? Zelle had no business taking my account number AT ALL if their system won’t work with my bank. I would never have given Zelle my personal information and certainly not my account info if I knew it would not function. How odd that Zelle thinks it’s reasonable to save my account info and risk a breach when I can’t even use their service. They did the same thing to my girlfriend; we bank at the same place, and when we went to test Zelle, she got the same error. But Zelle was sure eager to keep her account info in their system. Very weird.

The app should throw an error, tell you that your account cannot be linked or used, and then NOT save your account info until such time as your bank “allows” Zelle to function. Otherwise, your account number and information is floating around in an app that’s not useable to you. It’s like leaving your checkbook at a bus stop, waiting for somebody to pick it up and wreak havoc.