All you have to do is look at their Google play reviews or comments on their Facebook page - it's ALL true. When the service works it's great - unfortunately when it doesn't it's the worst costumer service EVER. My husband transferred $190 from his Credit Union to my Capital One account on Friday. This is Tuesday night and the money has disappeared. I've spent 4+ HOURS on hold for Zelle - spoken with 3 managers - conferenced in the credit union and NOTHING. The manager at the credit union is just as bewildered by Zelle's answers as I am.
Zelle is saying that the money goes directly from bank a to bank b. If that were true then bank a or bank b would have the money - since neither bank does where did the money go?? Don't ask Zelle because they act like they have absolutely nothing to do with the transaction. They "flagged" the transaction - why you may ask (I know I did) - they won't tell you because it's part of their proprietary algorithm - SERIOUSLY???? Customer service is USELESS and that's after you spend 1-2 hours on hold. There just isn't enough bad things for me to say about them. I'm out $190 and another $130 in fees less than one week before Christmas.