Bank Says I “misclicked” $6k In Zelle... But The App Still Shows I Sent It To Myself.

I’m trying to understand my next move legally. Location: Hawaii, United States

Last month, I initiated four Zelle transfers from my Chase account to a Navy Federal account that I own, all directed to the same recipient (myself). Two transfers were received successfully. Two transfers totaling $6,000 show as “Completed” in Chase’s Zelle app but were not received.

Zelle’s activity log later showed that those two transfers were routed to a differently labeled recipient at another bank.

Here’s what has happened so far:

• I reported the issue to Chase fraud.
• They opened a claim and later denied/closed it, stating the transactions were “validated” and no adjustment would be made.
• I requested the investigation records referenced in their denial letter and have not received them (it has been approximately two weeks).
• I filed a complaint with the CFPB. Chase responded stating that when the payments were set up, the bank name was entered instead of the Zelle ID, and as a result the funds were directed to a recipient at Bank of America. They also stated they attempted a recall, but it was unsuccessful.

At the time I authorized the transfers (and still today) the activity log in the Chase/Zelle app shows all four payments were sent to the email connected to my Navy Federal account. I relied on that display when authorizing the payments. Chase has not explained how funds could be routed to a different recipient while the Chase/Zelle app continues to show my listed email as the recipient.

Any advice on what to do next would be greatly appreciate. Thank you so much.