Zelle: The New Person-to-Person Payment Experience

[KristinA]

As we mentioned in the previous payments article, an improved P2P experience is on the horizon. You’ll start hearing the name “Zelle” (if you haven’t already), as a few banks, with many more to follow,  have started to launch  the new solution within their existing online and mobile banking platforms.

Don’t worry; BECU is on the short list for the opportunity to be able to include Zelle in our payments offerings for you. We’re working towards having it available by late 2017 or early 2018, and you’ll be able to access the Zelle standalone app prior to then if you’re just too excited to wait.

The Zelle app will be available to the masses later this year, and enables almost anyone to use the service as long as they have a debit card linked to a checking account with their bank or credit union. At that time you’ll have a decision to make; download the Zelle app, or wait for it to be included in your current BECU online and mobile banking experience.

Either way, Zelle payments are secure, typically complete within minutes, and incur no fees. Winning!

If you choose to use the standalone app to start, you’ll be able to activate your Zelle profile using your debit card to send or accept money. Once Zelle is accessible directly through BECU’s mobile app and online banking, you’ll see everything in one place for a seamless experience when moving your money.

We’re proud to be one of the pioneering financial institutions behind Zelle and are excited to bring you a better P2P experience.

Have questions? We want to help. Drop them here and we’ll get you answers.

And quickly, a tiny legal disclosure they are requiring we include in order to be able to share this great news with you: 

Zelle^SM and the Zelle related marks and logos are property of Early Warning Services, LLC

[FBI]

Yes, why not?

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@KristinA wrote:

As we mentioned in the previous payments article, an improved P2P experience is on the horizon. You’ll start hearing the name “Zelle” (if you haven’t already), as a few banks, with many more to follow,  have started to launch  the new solution within their existing online and mobile banking platforms.

Don’t worry; BECU is on the short list for the opportunity to be able to include Zelle in our payments offerings for you. We’re working towards having it available by late 2017 or early 2018, and you’ll be able to access the Zelle standalone app prior to then if you’re just too excited to wait.

The Zelle app will be available to the masses later this year, and enables almost anyone to use the service as long as they have a debit card linked to a checking account with their bank or credit union. At that time you’ll have a decision to make; download the Zelle app, or wait for it to be included in your current BECU online and mobile banking experience.

Either way, Zelle payments are secure, typically complete within minutes, and incur no fees. Winning!

If you choose to use the standalone app to start, you’ll be able to activate your Zelle profile using your debit card to send or accept money. Once Zelle is accessible directly through BECU’s mobile app and online banking, you’ll see everything in one place for a seamless experience when moving your money.

We’re proud to be one of the pioneering financial institutions behind Zelle and are excited to bring you a better P2P experience.

Have questions? We want to help. Drop them here and we’ll get you answers.

And quickly, a tiny legal disclosure they are requiring we include in order to be able to share this great news with you: 

ZelleSM and the Zelle related marks and logos are property of Early Warning Services, LLC

---

[missmookhill]

Woow............... Can't wait to see this asap..... well done BECU

[KristinA]

@missmookhill- Thanks for joining the MIX and sharing your excitment with us; it's going to be awesome! Cheers, KristinA 

[PeterT]

Any update on Zelle? It's been almost a year since this post. Would love to hear that it is going live soon!

[JohnS]

Good morning @PeterT! We're hard at work and are planning on an early summer release. No specific date is set, but we'll keep you updated as we get closer to launch. JohnS

[samillaster]

Do you have an estimate when this will be available?  Its early summer now

Someone just sent me a Zelle request and it would be great to set it up directly with BECU without the Zelle app

[JohnS]

Good morning @samillaster. We’re still in development with Zelle and working through all the technical details in order to ensure a smooth transition from our current PopMoney service to Zelle. The transition is a large undertaking and our ETA has been pushed back. I know that delays can be frustrating, and I'm sorry to have to break this news. Our teams are committed to bringing you this service later this year, so please stay tuned for updates here. Thanks for hanging in there with us. JohnS

[PeterT]

Looking forward to having Zelle cooked into the mobile app. Someday... ;-)  (I only check the Zelle status when relatives want to send my kids birthday money. My kids want this more than me. The kids are saying put more people on it. LOL) 

[JohnS]

We're inching closer everyday @PeterT. Tell the kids we've got ALL the people working to make Zelle a reality. JohnS

[penjoh]

Any update on Zelle launch date?

[sirws]

I would like an update as well... 

[jegger79]

What's going on with Zelle and BECU? It's now late 2018!

[JohnS]

Hi all!  Our teams continue work to ensure we have all the user features and fraud controls in place to make this service successful for our members. We’re committed to bringing you this new service and we're now targeting an early 2019 release. I know delays are disappointing, so thank you all for your patience! JohnS

[JohnS]

Hi all and Happy New Year!I have exciting news! Zelle is set to launch January 30. Some of you may have already received communication, as emails started going out to members today. Please keep an eye on your inbox for more information. If you have any questions, please don't hesitate to ask! Cheers, JohnS

[yamacl10]

This new Zelle program is terrible! I tried to send my contractors payments last night, around 8pm and after verifying twice, I sent 2 payments and then got locked out and a message said I cannot do anything until I call BECU to unlock it and that my payments will not be processed if I don't call the number. This morning, I called, followed the prompts to Zelle, and after a 10 minute hold time a person came on and looked up my account and said that a tech has to unlock it, even though I followed the Zelle help prompts. He said they have to screen us first to make sure we really need help with zelle?! THEN I get transferred to a queue with another 20 minute hold time. The person came on and unlocked it so I oculd complete my contracting payments, but 5 minutes after  the phone call I got locked out again wiht the same "there is a problem, you need to call us!" Unbelieveable. I tried again, after 10+ minutes someone came on and said they couldn't help me and that tech hold is 20-30 minutes. This is ridiculous! I shouldn't have to call everytime I send a payment to get my new zelle account unlocked. Very unimpressed with this! I had pop money through BECU and it worked great, so why the change to such a complicated program that wasn't ready for roll out? Clearly the long hold times tells me there is massive problems with this program and it wasn't tested properly. Plus if you have to cancel a payment it will charge $25, yet POP money never did that! Zelle is a terrible program and BECU made a huge mistake switching to it. I have tried over and over again to contact them today but each time I call the hold time says longer than 10 minutes to get to a general rep and after already getting through after long hold times I know that after that 10+ minute wait I will then be transferred to a longer hold time. Inefficient VRU system. Also no option to have a rep call you back when there are long hold times! Do they think we all sit around and spend hours waiting on the phone to fix THEIR problems! I have a business to run! Wasted my time and money and still can't finish paying my contractors. 

[JohnS]

@yamacl10 Welcome to the MIX community and thank you for sharing your experience here. I'm sorry your initial interactions with Zelle and our support team have not gone well. We've learned a lot over the past few days and our teams continue to make strides to improve this transition for our members. My apologies likely mean little given the impact it's had on you, but I'm truly sorry for the incredibly frustrating experience. I am sharing feedback with our Digital and Contact Center teams, so I appreciate your candid comments. If you continue to have trouble please send me a private message and I will be sure we follow up with you. Sincerely, JohnS 

[itsme8810]

Transferred 50 to my daughter this past weekend.  Daughter informed me did not go through. Soi did again.  So zelle has now taken 100 from my account and more than 24 hours later, my daughter still has not recived the funds.  I called BECU support; after 10 minutes, person there transfers me to tech.  Tech line says hold approximately a 2 minute wait.

I waited over 50 minutes then had to get back to work.  Tried later, same results.  I emailed customer support; no reply.  Whats wrong there today?  So many zelle complaints you cannot keep up?  Also recieved another becu email saying going to take the funds out again tomorrow. What the heck??? BETTER NOT!!!

[JohnS]

@itsme8810 I'm so sorry this has been your experience with Zelle. I know our support team has been busier than usual, and I'm disappointed to hear that we quoted you a 2 minute wait and you waited for as long as you did. I will definitely be sharing your experience with our team so that we can set better expectations when you call us. If you've not been able to get this sorted out, please send my a private message and I will put you in touch with someone who can help. Thanks! JohnS