When I talked to the bank I was like "So if she had just lied and said she didn't know how they got her information she would have been covered, but since she was honest and admitted to being scammed she is getting punished?"
A retail bank with a massive advertising budget has to pinch pennies somewhere.
One of Zelle's explicit design goals, couched in customer convenience, was as a mechanism to offload as much fraud liability onto the customer and away from the member banks.
It wasn't just the zelle they didn't cover. They are expecting her to pay back the $3k in airline tickets charged to her visa (not a debit card).