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The Consumer Financial Protection Bureau (CFPB) filed a lawsuit Friday against Bank of America, JPMorgan Chase, and Wells Fargo, alleging the banks allowed systemic fraud to flourish on the Zelle payment platform. The suit claims customers lost over $870 million while the banks failed to provide proper assistance, reimbursements, or adequate investigations into complaints.

Systemic Fraud and Denied Assistance

CFPB Director Rohit Chopra criticized the banks for their handling of Zelle-related fraud, accusing them of enabling fraudsters while neglecting their customers. “These banks played a role in enabling systemic fraud and then played dumb when their customers were exploited,” Chopra said during a press call. He emphasized that customers trusted these institutions to safeguard their money but were left "fending for themselves when criminals struck."

The lawsuit also names Early Warning Services, the operator of Zelle, as a defendant. Early Warning is owned by a consortium of major U.S. banks.

Zelle Responds to Allegations

Jane Khodos, a spokesperson for Zelle, defended the payment network, calling the CFPB’s lawsuit “legally and factually flawed.” She argued that Zelle has industry-leading fraud prevention measures and criticized the CFPB's actions as politically motivated.

“Zelle leads the fight against scams and fraud and has reimbursement policies that exceed legal requirements,” Khodos said. She warned that the lawsuit could embolden criminals, raise consumer costs, and disadvantage small businesses and community banks.

Investigation Highlights Gaps in Consumer Protections

The CFPB launched its investigation into Zelle in 2021, finding that the banks introduced the payment platform hastily to compete with digital services like Venmo and Cash App. Chopra argued that this rush came at the expense of customer safety, as the banks failed to implement fundamental fraud protections.

Chopra alleged that big banks leveraged their control over consumer deposit accounts to pressure smaller financial institutions into joining Zelle, despite the platform’s flaws. Complaints from hundreds of thousands of customers about fraudulent transactions were met with inadequate responses from the banks.

“The banks knew their customers were having their money stolen, but since they weren’t bearing the full cost of these losses, they dragged their feet on fixing the problems,” Chopra said.

Legal and Financial Repercussions

The CFPB is seeking extensive remedies in its lawsuit, including damages, restitution, disgorgement of profits, refunds, civil monetary penalties, and legal costs. Counsel for the banks was not immediately available for comment.

The case marks a significant escalation in regulatory scrutiny of digital payment platforms and raises questions about the responsibilities of banks to protect their customers from fraud.