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Fraud Is Flourishing on Zelle. The Banks Say It’s Not Their Problem.



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Another Wells Fargo customer, Julia Gibson, lost $2,500 to a similar scam in October. After she reported the fraud to the bank, it gave her a provisional credit for the lost cash. But in January, the bank abruptly rescinded the credit, sending her balance to zero and incurring overdraft fees. The bank had decided the loss wasn’t fraudulent.“What was so frustrating about this whole thing was that the customer service rep I talked to told me so many people had been experiencing this,” Ms. Gibson said.In their appeals to Wells Fargo, Mr. Faunce and Ms. Gibson cited the consumer bureau’s rules about fraudulent losses, but the bank repeatedly rebuffed them.“The …

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