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BANK ZELLE DISPUTE — INCIDENT REPORT TEMPLATE
Copy and paste the sections below when you call your bank's fraud line
(number on the back of your card) or file a written dispute through
online banking. Replace every [bracketed] field with your details.
Prepared with the free GACS Zelle scam recovery guide.
Source: https://gacs.app/guides/zelle-scams
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1) INCIDENT DETAILS
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Date/time noticed (your local time):   [YYYY-MM-DD  HH:MM]
Amount lost (USD):                     $[0.00]
Number of Zelle transfers involved:    [1]
Zelle confirmation code(s):            [XXXXXXXXX]
Sending bank / credit union:           [bank name]
Account last 4:                        [####]
Recipient name shown in Zelle:         [name as displayed]
Recipient email or US phone used:      [name@example.com  /  +1 555-555-5555]
Bank claim / case number (if open):    [issuer case #]
IC3 complaint number (ic3.gov):        [I-YYYY-XXXXXXXX]
FTC report number (reportfraud.ftc.gov): [XXXXXXXX]

Scam category (check one):
  [ ] Impostor — caller claimed to be my bank's fraud department
  [ ] Impostor — government / IRS / utility / police
  [ ] Marketplace overpayment or fake buyer (FB Marketplace, OfferUp, Craigslist)
  [ ] Rental / apartment deposit
  [ ] Romance / online relationship / "pig butchering"
  [ ] Fake check + Zelle refund
  [ ] Unauthorized transfer — I never approved this Zelle
  [ ] Other: [describe]


2) SHORT SUMMARY  (read this to the fraud agent, or paste into the dispute form)
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On [date] at approximately [time], $[amount] was sent from my account
ending [####] via Zelle to [recipient name / email / phone]
(confirmation [code]). This transfer was induced by fraud / was
unauthorized:  [one-sentence description — e.g. "a caller impersonating
your fraud department instructed me to Zelle myself to reverse a fake
charge" / "I never initiated this transfer"].

I am requesting a full refund of $[amount], a Zelle recall to the
receiving institution, and a Regulation E investigation. Please provide
me with a written claim number today.


3) TIMELINE OF EVENTS
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[YYYY-MM-DD  HH:MM]  — First contact from scammer (channel: [phone / text / DM / listing URL]).
[YYYY-MM-DD  HH:MM]  — Caller ID / sender number / handle: [########].
[YYYY-MM-DD  HH:MM]  — Zelle transfer sent (confirmation [code], $[amount]).
[YYYY-MM-DD  HH:MM]  — [Additional transfer(s), if any].
[YYYY-MM-DD  HH:MM]  — Discovered scam (indicator: [red flag]).
[YYYY-MM-DD  HH:MM]  — Called bank fraud line at [number on back of card]; spoke with [agent name].
[YYYY-MM-DD  HH:MM]  — Filed IC3 complaint (reference [#]).
[YYYY-MM-DD  HH:MM]  — Filed FTC report at reportfraud.ftc.gov (reference [#]).


4) EVIDENCE I AM ATTACHING
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[ ] Screenshot of the Zelle transfer confirmation from my banking app
[ ] Bank statement line showing the debit
[ ] Full text / call log with the scammer (with numbers and timestamps)
[ ] Screenshot of the listing, DM thread, or email that started it
[ ] The spoofed "fraud alert" text or robocall transcript, if I have it
[ ] IC3 confirmation email / complaint PDF
[ ] FTC report PDF
[ ] Any receipts, invoices, or written promises from the scammer


5) WHAT I AM REQUESTING FROM MY BANK
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- Immediate Zelle recall to the receiving bank while investigation is open.
- Regulation E investigation opened today with a written claim number.
- Provisional credit within 10 business days per Reg E timelines.
- Full refund of $[amount] to my account ending [####].
- Written confirmation of the case outcome by mail and secure message.

If the bank denies this claim, I intend to escalate to:
  - Consumer Financial Protection Bureau at consumerfinance.gov/complaint.
  - Office of the Comptroller of the Currency (OCC) if a national bank.
  - My state banking regulator / Attorney General consumer protection.
  - Small-claims court for the disputed amount.


6) CONTACT INFORMATION
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Full name on account:    [full name]
Account last 4:          [####]
Best phone:              [phone]
Email on file:           [email]
Preferred contact:       [ ] Secure message  [ ] Phone  [ ] Mail


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DO NOT include in your dispute:
  - Passwords, full account numbers, PINs, or 2FA codes.
  - Speculation about the scammer's identity you can't back up.
  - Threats or profanity — the claim will be closed.

Keep a signed copy. If the bank denies the claim, you'll reuse the
same facts for the CFPB complaint and any small-claims filing.
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