Understanding your options · Explainer
Why “who initiated the payment?” matters
A practical distinction that can change the reporting conversation.
Describe the sequence, not just the label
A payment you initiated after being deceived and a transfer someone else initiated with stolen access can raise different questions. Write down who operated the app, who entered the recipient, and who confirmed the transfer.
Sharing access information is not the end of the analysis
The CFPB’s Electronic Fund Transfers FAQs explain that a transfer a third party initiates using access information obtained through fraud can be unauthorized. Tell the provider if a caller tricked you into sharing a code or credentials.
Ask for an explanation
Report promptly and accurately. Ask which process applies and request the decision and its reasoning in writing. This overview does not decide whether a specific claim is covered.
Sources & further reading
- CFPB · Electronic Fund Transfers FAQs Regulatory guidance
- Zelle · Report fraud or a scam Provider guidance
Reviewed October 27, 2026. Provider terms and support routes can change.
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