What you authorized. By selecting "Transaction Error" on this form, you confirm that YOU initiated and authorized the Zelle transaction in question. You are disputing the result of that authorized transaction, not whether the transaction was authorized. If you did not authorize the transaction at all, please close this form and use the Zelle Unauthorized Dispute form instead.
Limits of Regulation E protection for authorized transactions. Federal Regulation E generally protects against unauthorized electronic fund transfers but provides limited protection for transactions you authorized, even if you were deceived. This means that for many error and scam disputes, Vida is not legally required to reimburse the funds, although Vida will still investigate and attempt recovery from the recipient and the receiving institution.
Errors Regulation E does cover. Some problems with a payment you sent are errors under Regulation E: a duplicate transfer, a transfer for the wrong amount, or a transfer Vida processed incorrectly. For those, Vida will investigate and report the results within 10 business days of your notice (20 business days for an account open less than 30 days). If Vida needs more time, it will provisionally credit your account for the disputed amount within 10 business days and finish the investigation within 45 days (90 days for a point-of-sale or foreign transaction). A payment you sent to the wrong person, or for goods or services that never arrived, is not an error under Regulation E; Vida will still investigate and attempt recovery. If someone obtained your Zelle credentials by deception and sent the payment themselves, that transfer is treated as unauthorized even though you were the one deceived: use the Unauthorized Dispute form for it.
Vida's investigation. Vida will investigate your dispute, contact the recipient's financial institution when possible, and attempt to recover the funds through the Zelle network. Recovery is not guaranteed. Investigation timelines vary depending on the cooperation of the recipient and the receiving institution.
What you authorize by submitting this form. You authorize Vida to investigate this dispute, to share necessary information with Zelle, the Early Warning Services network, the recipient's financial institution, law enforcement, and other parties as appropriate to investigate and attempt fund recovery.
Time matters. The longer funds sit with the recipient, the lower the probability of recovery. Submit this form as soon as possible after discovering the error. Federal Reg E error dispute rights generally expire 60 days after the date of the statement showing the transaction.
False reports. Knowingly providing false information in this dispute is a federal crime under 18 U.S.C. § 1014 and may also constitute fraud under state law. By submitting this form, you certify that the information you provide is true and accurate to the best of your knowledge.
Cooperation. You agree to cooperate fully with Vida's investigation, respond promptly to requests for additional information or documentation, and provide truthful information.
No guarantee. Submission of this form does not guarantee any specific outcome. Each dispute is evaluated individually based on the facts, applicable law, Zelle network rules, and Vida's policies.