Date Received: 2023-08-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have a checking and savings account at XXXX XXXX XXXX XXXX. I have a digital account with XXXX. Someone hacked into my Paypal account and initiated a transfer from my bank account into Paypal of approximately {$170.00}. That would have been fine, but then they added a new bank account to my Paypal account and initiated two more transfers from Paypal to their bank account for the same amounts. I notified both my bank and Paypal immediately that they were unauthorized transactions. Paypal refused to take action and said that the transactions were " consistent with my history. '' I have never linked any other bank account other than my XXXX account to Paypal despite using Paypal for over 15 years. I have never withdrawn or deposited money into any bank account other than XXXX. Moreover, Paypal has taken no steps to secure my account other than locking me out. In fact, the hacker 's last transaction had not gone through when I notified Paypal, but Paypal locked me out and finalized the transaction for the hacker. Please help.
Company Response:
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: Dear Sir ir Madam, I hope this letter finds you well. I am writing to lodge a formal complaint against XXXX, a service by PayPal, in relation to a recent transaction that has caused significant inconvenience and distress. On XXXX XX/XX/2023, I initiated a transaction through XXXX, transferring {$6500.00} USD from my bank account in the United States to my XXXX XXXX graduate school tuition fee account in the XXXX XXXX. The transaction was carried out using XXXX XXXX services, with the Transaction ID for the transfer being XXXX. Unfortunately, even after almost one month since initiating the transaction, my XXXX XXXX tuition fee account has not been credited with the stated amount. I have made numerous attempts to contact XXXXXXXX XXXX customer support to inquire about the status of the transaction and request a refund. However, their responses have been evasive and unsatisfactory. According to their representatives, the delay in processing the refund is attributed to issues with a third-party provider, but they have failed to provide any concrete timeline for resolution. They will not honor their refund policy, as listed on the website, and have no consumer protections in place for when situations like this occur. They promised a full refund in case of problems with transfer, but each time we try to collect on this policy, we are told that it's not possible to receive any money back. As a financial institution headquartered in the United States, this feels very unprofessional and unacceptable on their part. They can not tell us where our money is, even after almost 1 month. We initially tried reaching out to PayPal, since XXXX is advertised as a PayPal service, and both share overlapping customer service centers. However, PayPal said their hands were tied. We have tried everything from reaching out to our banks to calling and emailing XXXXXXXX XXXX various customer service departments. We have found ourselves consistently helpless in this situation. We have called almost every day since the initial transfer, which was promised to take no more than XXXX hours. Almost daily we are lied to about estimated times of when a fix will occur. This delay has caused significant financial strain as my XXXX XXXX tuition payment deadline has passed and his university accounts have been completely frozen. We are now left with limited options to ensure his continued enrollment, and have even had to take out loans to cover what XXXX won't release. The lack of transparency and failure to provide timely support from XXXX have exacerbated the stress and uncertainty surrounding this matter. I kindly request the following actions to be taken in response to XXXXXXXX XXXX lack of professionality, transparency, and suspected fraud : 1. An immediate refund of the full amount of {$6500.00} USD back to my account. I believe that, as a reputable financial service, XXXX should prioritize customer satisfaction and promptly resolve issues of this nature. My attempts to communicate with their customer support have been met with inadequate responses, leaving me with no choice but to seek assistance from the Consumer Financial Protection Bureau. I kindly request the Consumer Financial Protection Bureau to investigate this matter and work towards a speedy resolution. Please find attached all relevant documentation, including transaction details ( Transaction ID : XXXX ) and communication with XXXXXXXX XXXX customer support. Thank you for your attention to this matter. I look forward to a timely and satisfactory resolution to my complaint.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Hello, I'm writing to you for help concerning my venmo account. My uncle sent me XXXX dollars to help me with the purchase of a vehicle. I tried to transfer the money to my debit card and venmo then told me that I had violated the user agreement same and suspended/froze my account. I can't take your demo to find out what I had done that violated the user agreement to be given no answer and then told that my account was permanently deactivated and that I could no longer use Venmo. On or about XX/XX/2023 I sent an email to the venmo support team because contacting them are directly you can not talk to anyone at all about your account it is a whole separate team that deals with it and you can not speak to them on the phone you have to reach them through email.. I emailed them an email asking them what it was that I had done to violate your policy with no answer being given I just received an email back stating that they could hold my funds for up to 180 days for lost prevention reasons which is complete crap.. I do believe that I am the only one who is missing out here and who has lost anything. They have caused me to not be able to get my vehicle therefore I have missed out on so much money from work that I'm really not sure how I'm surviving except for with the help from friends and family. Since then I have XXXX emails sent between myself and Venmo 's " team '' me asking them to please just let me transfer the funds to a different card and I would close my own account they didn't have to because I don't want to be a part of it any longer. Today XX/XX/2023 they sent me back an email stating that they would consider the case closed and they would not respond to me any longer that they would send me an email to my emil aaddress if my funds were ever available to transfer in the future.. this is not at all what a business should do to their customers especially a business with a huge name like Venmo. I do not recommend Venmo to anyone and I would like this to be taken care of immediately. I want my funds off of the account and I will be extremely cautious about any online card or bank or anyone who has control over my money. I am so unhappy about this. It is completely ridiculous and not professional whatsoever in any way, they should not be allowed to do this to their customers.
Company Response:
State: MO
Zip: 63010
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I hired " XXXX XXXX '' to conduct research and help with my civil case. I paid {$390.00} through PAYPAL and " XXXXXXXX XXXX '' provided no services and I had to go through civil litigation for over a year with no help or services. On XX/XX/XXXX, I contacted XXXX XXXX at " XXXXXXXX XXXX '' to refund my money for providing no services and received no response. On XX/XX/XXXX, I filed 6 cases, for 6 transactions, with PAYPAL in their " XXXX XXXX '' and was told all my transactions were, " ineligible for PayPal Purchase Protection. " ... ..Maybe so, but PayPal 's policy and legal policy do not supersede state laws or federal acts when it comes to theft. So this complaint is against PayPal for Money Laundering, as defined, " When a business allows fraudsters to use them as a way to take people 's money, it is called money laundering. Money laundering is the process of illegally making an amount of money and hiding it to make it look like it was generated from legitimate sources. '' thank you.
Company Response:
State: TX
Zip: 78221
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been trying to close my PayPal account for several weeks now ( after the scam they facilitated in my previous complaint ). The website has presented several obstacles ( providing bank account information, etc ), which I've cleared. For the last week, the website has said the account can not be closed, but only references ambiguous reasons that I can't track down. So, I initiated customer service conversations in their messaging portal on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The one on XX/XX/XXXX had a rep ask me to confirm my email address ( why? ) and then the conversation was " closed '' so I could not reply. So I initiated another customer service conversation on XX/XX/XXXX, referencing the previous one. This one was closed with no reply I've initiated a third customer service conversation, but at this point, I'm at a complete loss. PayPal could not be more obnoxious in their refusal to close my account if they tried, and I'm not at all sure they aren't trying to be. ALL I WANT IS TO TERMINATE MY RELATIONSHIP WITH PAYPAL, BECAUSE THEY HELP PERPETRATE A SCAM. PAYPAL IS REFUSING TO LET ME CLOSE MY ACCOUNT.
Company Response:
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I registered a PayPal account, I received some small sums from acquaintances that are not used to XXXX US dollars, and yesterday PayPal asked me to upload documents and bank statement. I immediately uploaded the required documents. I was told that my documents were being processed. And today they wrote me that my account is permanently banned. I do not know why PayPal did this, I have not violated anything. I immediately wrote to them and they said that we will not tell you why this happened. this is some kind of discrimination. I XXXX and found a lot of similar cases and recommendations to contact you with a complaint ..... Please help me.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I reached out to Venmo via email stating I didn't recognize a charge on my account. I reached out an hour later to state that I remembered making the purchase and could provide the receipt and ID verification. My account has now been frozen since then ( 9 days, 7 business days ). They have emailed once stating they would update me in 5 to 7 business days ( today ) but have not. I called and was told the people who handle freezes don't have phone numbers and to wait 7 to 10 business days. My rent is late. I've been out of my meds and food for days. The freeze was initiated by me. I want it taken off or for someone who can unfreeze it to speak on the phone or be available.
Company Response:
State: CO
Zip: 80501
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: PayPal permanently limited my account. All of my savings is currently in my PayPal savings account. They told me I can not use PayPal anymore and that I must wait six months in order to withdraw my money. This was completely unexpected and they refuse to tell me why. The reason they give is that their back office team has deemed my account to be involved in risky activities or behaviors. They refuse to tell me what these activities or behaviors are. Whatever the reason, Im quite positive that it was either a mistake or something that can easily be explained. I dont understand how they can take such drastic action without giving me a chance to defend myself. Now I am supposed to wait six months before I can gain access to my own money. This has caused me and my family a lot of stress. I have a XXXX XXXX XXXX XXXXXXXX XXXX. What will happen if my family has an emergency within the next six months? PayPal has not been transparent with me. I believe their practices to be unethical. They have told me that PayPal reserves the right to refuse service. Absolutely they do! I fully agree and support their right. Heres the problem. I am not asking to resume using PayPals services. I do not want anything to do with them. What Im asking for is access to my own money so I can withdraw it to my bank account and then be done with PayPal forever. I am asking for this right now - not six months from now.
Company Response:
State: TX
Zip: 75701
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX this person told me they would help me with my rent via a fund a friend XXXX group ( a group that people post needs they are in need of ) and this person took my money and blocked me. This person was supposed to pay my rent via my rent portal but it rejected a few days after and they blocked me and they wont return my money. I sent this payment via PayPal and they have the email address of the account it was sent too.
Company Response:
State: OK
Zip: 74017
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 a fraudulent {$700.00} payment was made from our Venmo account ( see email below ). ( venmo You paid XXXX XXXX Deposit Transfer Date and Amount : XX/XX/202XXXX XXXX private- {$700.00} Like Comment Charged to your Visa credit card ending in XXXX, and will appear as " VENMO '' on your card 's billing statement. Click here for more information about funding your payments and fees. Payment ID : XXXX ) We did not initiate or authorize that payment, so within minutes we clicked on the transaction and reported fraud. We also called Venmo to report the fraud. The worker on the phone was very understanding and helpful and said their team would resolve the issue within 10 days. After 7 days we received an email saying that the case was resolved, but instead of removing the payment from our statement the case was denied. It said the payment was consistent with our payment history. I don't even know what that means, we did not initiate or authorize that payment from our phone or computers, to a person we do not know, and for an amount higher than we've ever spent ( see email below ). ( Venmo Logo Hi, XXXX XXXX Your Venmo dispute case has been denied Original transaction ( s ) : Dispute Case ID XXXX Dispute amount {$700.00} USD Transaction amount {$700.00} USD Transaction ID XXXX Transaction Date XX/XX/2023 Payment sent to XXXX XXXX We received the case XXXX XXXX XXXX you filed on XX/XX/2023. We have reviewed this transaction XXXX XXXX XXXX and are denying your case XXXX XXXX XXXX : Based on our review, we found this transaction is consistent with your payment history. If you'd like a copy of the documentation we used in the investigation of your claim, please email us at XXXX. Please include your name, the email address on your Venmo account, and the date you reported the claim. Thank you for your patience and cooperation. Please don't reply to this message. To get in touch with us, click Help & Contact. ) We tried to call to get an explanation on XX/XX/XXXX immediately after we received the email, but the operator said these cases can not be discussed over the phone, only through email. We sent an email on XX/XX/XXXX asking for documentation and an explanation, so we could appeal the decision, but did not receive a response. On XX/XX/XXXX we sent a follow up email, but again without any response. ( see emails below ) ( From : XXXX & XXXX XXXX XXXX Date : Thu, XX/XX/2023 at XXXX Subject : Re : Case resolved for your Venmo case XXXX XXXX XXXX XXXX It's been almost XXXX weeks since there was a fraudulent payment on our account and currently that charge is still on our account. We were told it would be resolved within 10 days. Please give us an update. Thank you, XXXX XXXX XXXX Fri, XX/XX/2023 at XXXX XXXX and XXXX XXXX wrote : We did not authorize this payment. Please send me the documentation. XXXX XXXX, XXXX. Thank you! ) Venmo somehow allows a third party to make a payment from someones account and then does not handle the situation in a timely manner, so please let me know what my next stet would be. Thank you!
Company Response:
State: MI
Zip: 49508
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A