Business
Zelle scams prompt federal probe into whether banks are doing enough to protect customers
The online-payment platform Zelle is extremely popular with consumers, which helps explain why it’s also become a hit with scammers.
Another reason: Zelle payments can’t be reversed once they’re sent. They’re a nearly instantaneous transfer of cash from your account to someone else’s, and if that someone else is a scammer, you can’t simply stop the payment (like a check) or dispute it (like a credit card).
Now, the federal regulator overseeing financial products is probing whether banks that offer Zelle to their account holders are doing enough to protect them against scams. Two major banks — JPMorgan Chase and Wells Fargo — disclosed in their security filings in the last week that they’d been contacted by the Consumer Financial Protection Bureau.
According to the Wall Street Journal, which reported the filings Wednesday, the CFPB is exploring whether banks are moving quickly enough to shut down scammers’ accounts and whether they’re doing enough to identify and prevent scammers from signing up for accounts in the first place.
The CFPB declined to comment on the story, and none of the banks contacted by The Times would talk about the details of the CFPB’s probe. JPMorgan Chase’s official response, though, was combative, suggesting the bank would fight the regulators if the CFPB demanded significant new protections for consumers.
“The CFPB is fully aware we already go above and beyond what the law requires, reimbursing for all unauthorized transactions and even for certain types of scams, so they should expect to be challenged to ensure their actions stay within the bounds of the law,” a spokesperson for the bank said in a statement. “Our customers love Zelle, among the safest ways to pay people you know and trust, in real time and at no extra cost, and if necessary we will not hesitate to seek assistance from courts to uphold the integrity of how these services are provided.”
Here’s a rundown of the issues and how Zelle users might be affected by the CFPB’s inquiry.
Are scams a problem on Zelle?
A J.D. Power survey this year found that 3% of the people who’d used Zelle said they had lost money to scammers, which was less than the average for peer-to-peer money transfer services such as Venmo, CashApp and PayPal. The chief executive of Early Warning Services, which runs Zelle, told a Senate subcommittee in July that only 0.1% of the transactions on Zelle in 2023 involved a scam or fraud.
But Zelle operates at such a large scale — 120 million users, 2.9 billion transactions and $806 billion transferred in 2023, according to Early Warning Services — that even a tiny percentage of scam and fraud problems translates into a large number of users and dollars.
Scam activity generally is rising fast. According to the Federal Trade Commission, more than 41,000 consumers reported scams involving online-payment apps in the first half of 2024, with losses amounting to $171 million. That’s well over the pace of scams reported in 2023.
Early Warning Services insists that Zelle is bucking the rising tide of cons. From 2022 to 2023, Zelle cut the rate of scams by nearly 50% even as the volume of transactions grew 28%, resulting in less money scammed in 2023 than in 2022, said Ben Chance, the chief fraud risk management officer for Zelle.
The company didn’t disclose the amounts involved, but if 0.1% of the $806 billion transferred in 2023 involved scam or fraud, that would translate to $806 million.
Do Zelle users get reimbursed for scams?
Only in certain cases, and this is where the banks that offer Zelle have drawn the most heat.
If you use Zelle to pay a scammer, banks say, that’s a payment you authorized, so they’re not obliged under law to refund your money. Federal law requires reimbursement only for unauthorized transactions, such as when someone hacks into your account or surreptitiously uses an app on your phone to make payments.
In June 2023, Zelle started requiring banks to reimburse customers who were duped into paying scammers who posed as representatives of the bank, the government or a service provider with whom the customer had an existing business relationship (for example, a phone company). The policy is similar to one Bank of America adopted in 2021.
That change led to banks reimbursing more customers who were scammed on Zelle — according to a Senate report, reimbursements totaled $18.3 million in the last half of 2023 — but 80% to 85% of the consumers who reported being scammed still got none of their money back, the report said.
What do banks and Zelle do to try to stop scams?
The heart of the CFPB’s inquiry appears to be focused on this question.
Chance said that, under Zelle’s rules for participating banks, whenever a consumer reports a scam or fraudulent transaction, the bank has to report that to Zelle, which will in turn inform the receiving bank of the complaint. That’s true even for transfers within the same bank. The receiving bank is then required to conduct a fraud investigation on the recipient and report back to Zelle.
Some banks, such as Bank of America, say they will put a freeze on transfers by a suspected scammer as soon as a report comes in, then investigate and, if the report is substantiated, seize and return the money. But that works only if the scam is reported right away, before the scammer has the chance to withdraw the funds — which many will do immediately, said Iskander Sanchez-Rola, director of innovation at the cybersecurity company Gen.
Plus, the bank has to agree that a scam occurred. Adylia Roman of Los Angeles said she fought in vain with Bank of America for months to recover $2,700 lost from her savings account through Zelle; the bank insisted that the transfer was authorized by her son, who says he did no such thing and had no idea who the recipient was.
If there is a second complaint about an individual committing scams or fraud, Chance said, Zelle will probably suspend that person’s access to the network until an investigation is completed. But Zelle can’t freeze the money in dispute — it’s up to participating banks to decide how to respond to the reports that Zelle forwards.
Early Warning Services also requires banks to take more steps to ensure that customers know the people they’re sending money to and that they understand the risk. Before allowing a transfer to a new recipient, Zelle requires banks to send in-app alerts showing the verified name of the person holding the account where the money is being sent, and then warning that money should be sent only to people the user knows and trusts because the transfer is irrevocable. The user has to accept those terms before the transfer can be completed.
At the same time, Chance said, Zelle sends screening information about the recipient to the sender’s bank, which the bank uses to decide whether the transaction is too risky to approve.
How might consumers get more protection?
One change that could make a difference would be to limit when funds transferred via Zelle are available for withdrawal, as banks do with check deposits. That would give senders time to call off transactions they realize are suspicious.
Anything less than near-instant transfers, however, would probably drive users to other instant-payment services, Sanchez-Rola said.
Banks could also impose more restrictions on how Zelle users add new recipients. Although banks tell consumers that Zelle is designed for sending money to people they know and trust, there’s nothing stopping them from sending money to complete strangers, as long as contact information is available. That openness makes it easier for criminals to pull off their scams.
PayPal and Venmo address this issue through a buyer protection system for goods or services that’s mandatory on PayPal and optional on Venmo. Under this approach, the recipient of a payment has to pay a fee that helps reimburse consumers who are scammed.
Perhaps the biggest issue is making Zelle users more attuned to risks. Sanchez-Rola said that many people assume Zelle is risk-free because they access it through a regulated bank, and because people they know and trust use it for everyday things. So when someone they don’t know asks to be paid via Zelle, they’re not as skeptical as they should be.
“You shouldn’t use these kinds of [payment services] unless you fully trust the person,” he said. “That’s what they were designed for. They are not for getting your concert tickets quickly from some unknown guy.”
Sanchez-Rola suggested that Zelle could send more information about the recipient of a proposed transfer to the sender, displaying any potential red flags before the money is sent. He also recommended that Zelle users employ cybersecurity products that help detect scams and phishing attempts. (Gen owns Norton and Avast, which make cybersecurity products.)
“Having solutions that can help people is important,” he said. “You cannot just fully trust your bank.”
Some consumer advocates are calling for a more sweeping approach, amending the Electronic Fund Transfer Act to require banks to reimburse consumers who are duped into authorizing payments to scammers. Rep. Maxine Waters (D-Los Angeles) and Sens. Elizabeth Warren (D-Mass.) and Richard Blumenthal (D-Conn.) introduced bills in the House and Senate this month to do just that.
The electric vehicle company Slate Auto set out in 2022 to make the most affordable electric truck in the country. This week, it unveiled the price tag: $24,950.
At a time when demand for new electric vehicles is cooling and cars are getting harder to afford, Slate’s customizable truck could bring a fresh wave of excitement to the industry.
Deliveries will begin later this year and accelerate in 2027, the company said. Slate’s vehicle is built around a simple concept — pay only for what you actually want.
Buyers will start with a basic truck without power windows or even paint and can then customize it however they like. They can tailor-make their “blank slate” by paying extra for smart phone-compatible screens, speakers, colored wrap or paint. A $5,000 kit even converts the truck into an SUV.
Slate’s design team is based in Los Angeles County and recently moved into a new space in Carson, which employs about 50 workers. The company’s headquarters are in Troy, Mich., and its vehicles will be produced in Warsaw, Ind.
Squeezing out as much cost as possible while making it as easy as Legos to snap on different options has required complex engineering, which is why the company decided to set up its design studio in Southern California. The region is full of experts.
“Slate has done something smart,” said auto industry analyst Brian Moody. “Their EV isn’t only about price, there’s also a strong personalization element. In Southern California, the boxy, retro look will earn it a lot of attention.”
Slate is an EV startup that makes electric trucks and SUVs. Customers buy only the features they want. Photographed on Friday, Dec. 19, 2025. (Myung J. Chun/Los Angeles Times)
The company is building a marketplace of accessories for customers to choose from, including 54 basic wraps that cost less than $500 each. In contrast, a paint job on a car can cost thousands of dollars. The marketplace also offers roof stacks, zip-on seat covers and stereos.
For just under $30,000 total, customers can get a basic SUV in a fastback or squareback style. Whether it’s configured as a truck or SUV, the EV will have an estimated range of 205 miles and will be compatible with Tesla chargers.
“This is the first time in automotive history that consumers are going to get to choose,” said Slate Chief Executive Peter Faricy, who joined the company in March after 13 years with Amazon.
“It started with design, then engineering, and eventually manufacturing, and we figured out innovations in all three of those phases that make the vehicle less expensive,” he said.
For example, Slate vehicles were designed from the beginning to be wrapped instead of painted. The company will offer more than 100 colors of wrap at its launch, or customers can choose a custom color.
Slate did not disclose financial information or how much the vehicles cost to produce. However, Faricy said the company will generate a positive gross margin on its vehicles, meaning they are selling for more than what they cost to make.
“Whether Slate succeeds or fails, it has already influenced the conversation … forcing the industry to ask why affordable vehicles have become so rare,” said Jesse Toprak, an industry analyst and founder of OptiCar.ai. “They are betting on making higher profit margins on the accessories and do-it-yourself angle.”
Slate says it has already received more than 180,000 reservations. The earlier a customer placed their reservation, the sooner they’ll get their vehicle. Pre-orders opened Wednesday for $300, or $250 if the customer has already paid a $50 reservation fee.
Despite the hype, Slate is still a startup that has yet to prove itself in the market. The company has about 750 employees and has raised more than $700 million from Amazon’s Jeff Bezos and others.
“For the vehicle itself, the concept is brilliant,” Toprak said. “I think the execution risk is enormous.”
The EV industry has been under fire from the Trump administration, which has removed incentives for ownership and clean-car goals. Major automakers including Ford and Stellantis have pared back their EV offerings, and other startups have struggled to turn a profit.
The Irvine-based EV company Rivian, which hasn’t reached profitability since its founding in 2009, recently laid off hundreds of workers. It launched its highly anticipated R2 SUV earlier this month, which will eventually be available for less than $45,000.
Lucid, the luxury electric vehicle maker based in Newark, Calif., announced this week that it’s reducing its workforce by 18%. The cuts come just months after it laid off 319 Bay Area employees in February.
Faricy, Slate’s chief executive, said the company’s vehicle will appeal to a wide range of customers.
“There will be a lot of people that are attracted to the affordability but have never had an EV before,” he said.
According to Cox Automotive, the average transaction price for a new EV in the U.S. is $55,000, compared with $49,000 for a gas-powered vehicle.
“The EV market at this point doesn’t have a technology problem anymore,” Toprak said. “It has an affordability problem. Slate is one of the first companies built entirely around solving that.”
Sony Pictures will invest $100 million and take a minority stake in virtual reality venue operator Cosm, as the studio continues to build a business in communal experiences.
As part of the investment, Sony Pictures Chief Executive Ravi Ahuja will also join Cosm’s board of directors, the studio said Wednesday. The size of Sony’s minority stake was not disclosed.
The El Segundo-based Cosm currently operates three venues — one at Hollywood Park in Inglewood, and the others in Dallas and Atlanta. The company plans to open additional venues in Detroit and Cleveland.
Cosm bills itself as a “shared reality venue,” and its facilities center around a massive, wraparound screen that is intended to envelop viewers with additional digital effects. The company has largely focused on sports, though it has also shown Cirque du Soleil shows and done several collaborations with Warner Bros., including recent screenings of 2001’s “Harry Potter and the Sorcerer’s Stone” in honor of the film’s 25th anniversary.
“Cosm sits at the intersection of several trends shaping the future of entertainment,” Ahuja said in a statement. “We’ve followed Cosm since before launch and have been impressed with the quality of the experience and the enthusiasm it’s generating with audiences.”
The investment is Sony’s latest venture into experiential entertainment. In 2024, the Culver City-based studio acquired dine-in theater chain Alamo Drafthouse Cinema.
The Los Angeles City Council on Tuesday unanimously advanced an ordinance to halt new oil and gas drilling and phase out all existing production over the next 20 years. L.A. is home to more than 2,000 active oil wells.
The measure revives a similar ban passed in 2022, which was struck down by a judge following legal challenges from the oil and gas industry.
It must pass a second vote before final adoption later this summer, and would make L.A. the largest city in the United States to phase out existing oil wells.
“Today, Los Angeles is making a decision that aligns with our need to turn the page on urban oil drilling,” Councilmember Katy Yaroslavsky said during Tuesday’s council meeting. “The absence of an enforceable oil ordinance has had real consequences for our communities.”
The ban in 2022 was seen as a historic move for a region built on the petroleum industry.
But in 2024, a Los Angeles County Superior Court judge invalidated the law, ruling that the state, not the city, has jurisdiction over petroleum production. The legal challenge was brought by oil companies including Warren Resources, which operates a large oil field in Wilmington. Much of the field is beneath the city of Long Beach, but it also extends under Los Angeles.
Shortly after that, state legislators advanced Assembly Bill 3233, which reaffirmed city and county authority to regulate oil and gas activity. It was largely seen as the missing piece that made the original ordinance vulnerable.
“It’s now unequivocal that cities have the authority to regulate, limit and prohibit oil and gas operations within our jurisdiction,” Yaroslavsky said.
The new ordinance, written by the Department of City Planning, prohibits new oil and gas extraction, including drilling, redrilling or deepening existing oil wells for the purposes of production. It also designates all existing and active idle wells as “nonconforming uses,” meaning they may only operate during the phaseout period and are no longer compliant with current zoning.
Warren Resources, which led the lawsuit against the previous ban, did not immediately respond to a request for comment. The company previously argued that the 2022 ban was rushed and would lead to more oil imports to the area, causing increased emissions from tankers and trucks and other environmental consequences.
Many wells in the city operate near schools, homes and parks. Most are concentrated in low-income areas and communities of color, such as Wilmington and the harbor district, West L.A. and South L.A., where residents have long reported respiratory issues, headaches, throat irritation and other health problems. Studies have found oil wells can emit carcinogens and are linked to adverse health effects.
“This ordinance is such an important step toward giving every frontline community in Los Angeles access to clean air,” Silvia Esparza, a South L.A. resident and member of environmental justice group Stand-L.A., said in a news conference ahead of Tuesday’s vote.
Ashley Hernandez, a Wilmington resident and organizer with the nonprofit Communities for a Better Environment, said bloody noses and noxious fumes were a regular part of life in the neighborhood growing up.
She noted that in addition to oil drilling, L.A. residents continue to face other environmental hazards, such as the recent oil pipeline rupture that sent crude into the L.A. River or the ongoing cold storage warehouse fire in Boyle Heights that is spewing toxic smoke.
“I’m here to remind L.A. city and these toxic neighbors that Wilmington residents are more important than any ‘black gold’ under their homes,” Hernandez said. “We need our city to protect our families now and to stop the oil industry’s reign of power in our city. A passage of the oil phaseout ordinance today gives the city a chance to correct this wrong.”
Times staff writer Dakota Smith contributed to this report.
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