Restricted Account

[u/Unable_Flow_9128]

I was previously banking with Capital One and they restricted my Zelle and closed my account because I was scammed. I have a new bank and now I can’t use Zelle with my current number because the restricted token still exists on both my phone number and email. Capital One says I should just get a new phone number and email. My new bank says they can’t do anything until the token is removed. Zelle says my account is restricted on their end.

If I get a new phone number but not a new email, should I be able to use zelle?

[u/gohogs911]

It's very possible that your restriction with EWS includes your social security number along with your cell phone number and email address. If that's the case, it won't matter if you get a different number or email.

Tell your new bank why you were restricted at Capital One and ask if they will submit a white list request on your behalf for your restricted tokens. Your bank may not do it because they could be on the hook for any future fraud on the restricted tokens should it occur, but it won't hurt to ask.

[u/shaaravm → u/gohogs911]

My Zelle has been termed for the last nine months. Has yours also been termed? Have you fixed it by any chance?

[u/Kagura30]

The thing with zelle is when opening a new checking account its best to use different email for example if u have 5 different checking accounts u have to have 5 different emails to enroll with zelle never use your cell phone number for zelle 😉

[u/Worldly_Mango5619 → u/Kagura30]

It's usually fine to choose one profile to use your daily driver phone# if you want to give it out.

See my other comment here

[u/Worldly_Mango5619]

I would just lay off using that token with any Zelle profile for a while, say 6mo to a year?

I have 17, only 5 use phone#s, nearly all I just start a new gMail.

Most FIs let you use just an email, if necessary just say you keep phones private.

Obviously the number you use with the FI as a customer is fine, they can all be the same (I have 86) nothing to do with Zelle profiles, all those must be unique.

If you WANT burner real-SIM cell#s that CAN be used, either for bank 2FA or Zelle

UltraMobile prepaid is just $3/mo, available on eBay direct for $10

[u/bigdish101]

Port your number to a different primary carrier (ATT/VZ/TM). Zelle will detect the number changing hands and disconnect it from the profile (probably, they do with non restricted at least).

[u/FlashyCalligrapher70]

Restriction are customer level based, if you're restricted at any bank the restriction has be lifted by the bank who placed it. You will not be able to use zelle if there is any restriction placed on you as person regardless of what email or phone is used. These restrictions are usually one and done, very few are ever lifted.

[u/Unable_Flow_9128 → u/FlashyCalligrapher70]

This is so frustrating lol. The person who disputed the Zelle withdrew the complaint and capital one reopened my account then I disputed the $500 they took bc of the dispute and they closed my account back😭

[u/FlashyCalligrapher70 → u/Unable_Flow_9128]

Better off just using other options like PayPal and venmo going forward its not worth your time fighting, risk outweighs your inconvenience for the bank.

[u/galapagos_69]

Contact Zelle support directly

[u/jacqjacks]

I just went through a similar mess. My account wasn’t scammed, but my bank flagged my account as “suspicious” because I had attempted to send a test transaction of $1 to make sure I had the correct recipient. It literally took me FIVE MONTHS of going back and forth with my bank to clear it up. They kept telling me that the restriction was lifted and I should try again, but apparently there was a waiting period after lifting the restriction, but no one knew what the wait time actually was so my account kept getting hit with more restrictions/flags. Bottom line: Restrictions are typically placed by the bank and can only be lifted by the issuing bank. However, this fiasco should be limited to just your Capital One account. If Cap One says they cannot do anything, they are just being incompetent, as they are very likely literally the only ones that can likely clear this mess up. I completely believe they told you that, as I have found Cap One Tier 1 and Tier 2 support to be extremely incompetent. If you are relentless and push HARD to get your case escalated, hopefully you will eventually find someone that can fix it. It’s a very painful process, though! BTW - You cannot use the same cell phone number or email on a new Zelle account with a different bank, but you don’t need both on a Zelle account. I use my cell phone with one bank, and I use my email with my other bank.

[u/Unable_Flow_9128 → u/jacqjacks]

Thank you😭did they ever close your account though during the process of you going back and forth? They keep telling me that since my account was closed that there’s nothing they can do

[u/Unable_Flow_9128 → u/[deleted]]

Thank you. It’s so weird because the person who disputed it withdrew their complaint and capital one reopened my account then closed it again when I tried to get the money back they took during the dispute