Zelle Customer Service

When you call Zelle for customer service, you get an automated menu system. The main menu options are press one if your bank/credit union offers Zelle through their website or app, or press two if you have the Zelle app or are a new user. They finish by providing URLs for two pages you can visit to learn about their data and privacy terms. Pressing the pound key (#) repeats the menu. If you don’t make a selection, the menu will repeat three times, then disconnect.

Selecting option one takes you to another recorded message. It informs you that you must use Zelle through your bank if available. You're instructed to hang up and call your bank. It allows you to press one if you're using the Zelle app instead. This is a frequent message throughout their website and phone calls; if your bank has Zelle, you have to go through them for support.

The menu options for the Zelle app support are for new users that have received funds, for funds that haven't been deposited, or for help with the Zelle app. The first time I got to this point, the call disconnected instead of repeating the menu. However, it did repeat it the next time. I'm not sure what the difference was, but try to make your selection the first time you hear it, just in case.

If you've selected the option for new users receiving funds, they congratulate you that someone sent you money. Then they give detailed enrollment instructions. Again, they open by saying you need to go through your bank if it's available. They instruct you to sign up with the method that you received the funds (email or phone number) or to "keep it simple" and use both. The directions are clear and in-depth. It's pretty easy to follow. However, you get another menu tree at the end: one if your bank offers Zelle, two if your bank doesn't, and three if you're not sure. If you repeat this menu, it starts back at the beginning of the congratulatory message.

Option one tells you to go through your bank, and option three spells out the URL for the list of banks offering Zelle. Option two got me to a representative. I got an automated message to be patient because associates may be "affected," but my call was answered right after. The rep immediately asked for my phone number and first and last name. After that, he politely answered all my new user questions. He was very helpful, and it only took a few minutes to get the information I needed.

All the menu trees are a little overwhelming. Each option takes you to at least three more options, and it was never clear if I’d get a rep or another recording. They do provide thorough information, though. If you have trouble calling Zelle’s customer support, their website is a good resource. If your bank offers Zelle, though, you must go through them.