Date Received: 2022-12-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Last Friday - XX/XX/XXXX - XXXX was notified by Paypal, via email, that my account had a probably fraudulent transaction on it. Here 's the wording of the message. -- -- - XXXX XXXX sent you a money request NOTE FROM XXXX XXXX : We've detected that your PayPal account has been accessed fraudulently. If you did not make this transaction, please call us at our Toll-Free number XXXX ( XXXX ) XXXX to cancel and claim a refund. If this is not the case, you will be charged {$440.00}. XXXX today within 2 hours of receiving this email. This transaction will reflect on your PayPal activity after 24 hours. Our Service Hours : ( XXXX XXXX. to XXXX XXXX XXXX XXXX, Monday-Friday ). Payment request details Transaction ID XXXX Transaction date XX/XX/XXXX -- -- -- -- I called XXXX ( XXXX ) XXXX, which directed me to a 'tech support ' phone bank, likely in XXXX XXXX Their 'tech support ' directed me to install an app called XXXX, which gave them control of my computer. They acknowledged that they owed me a refund, but required me to fill out an electronic form that linked them to my bank accounts. I was then directed to apply for a {$450.00} refund, but when I typed {$450.00} in their scam form, it became {$45000.00}. I saw that those transactions were posted to my bank accounts. At that point, I suspected fraud, reported it to my bank on my other phone. The criminal heard it and hung up. My bank voided the transactions and explained that the {$45000.00} transaction was actually the criminals transferring {$45000.00} from my XXXX XXXX account to my Checking. This is internet fraud at its worst, and it appears that Paypal was directly involved.
Company Response:
State: WA
Zip: 98335
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX a user sent {$25.00} that was owed to me using the Venmo platform. On XX/XX/XXXX I received an email notification that this transaction was disputed with the sender 's bank and my account went negative and was frozen. - I called Venmo to ask why they would reverse it when they have the evidence that it was a legitimate transaction. - The Venmo telephone operator acknowledged that it was a legitimate transaction and stated that they would dispute it with the user 's bank/credit card and that it would take 30 days for results. - I waited patiently ; after the 30 days had elapsed I continued waiting with no resolution or even an update. I followed up by replying to the email, only to later notice that it was sent to a do not reply inbox. I re-sent the email on XX/XX/XXXX and finally was told that the investigation was complete and that the bank sided with the perpetrator of this fraudulent chargeback. I complained that : XXXX. The company took longer than their originally stated turnaround and there wasn't even an update. So my account has remained frozen, as I refuse to pay for a fraudulent chargeback. XXXX. The company did not do its due diligence in the dispute because there was plenty of information to gain a favorable result. The company responded with a canned response that didn't even address my concerns and basically reiterated the same statement that I was responsible to reimburse Venmo for the fraudulent chargeback. Then I received an email on XXXX that Venmo would be disputing it again and that the wait would now be 75 days. I complained that it has already been over 45 days since the original dispute. Then I received an email that there would be no additional dispute with the user 's institution. so, XXXX. Venmo is complicit with fraudulent chargebacks since they offer no protection from their customer 's being harmed and require that their customers be on the hook for fraud perpetrated on their platform ; without any additional recourse or appeal. XXXX. Venmo acknowledged the legitimacy of the transaction when I called them. However, the bank sided with the perpetrator. This indicates a lack of proper due diligence in the dispute process, as it should have been clear open-and-shut. XXXX. Venmo then misrepresented their turnaround times to me and after no responses to follow-up emails, stated that there would be another dispute with the bank that would take another 75 days. XXXX. Venmo then changed the narrative that no further dispute would be allowed. XXXX. Venmo would sometimes send me a response with a NO-REPLY email, which lead to even more confusion because when I would reply, I thought it would go through to them, however, the emails wouldn't reach anyone. There was no auto-response regarding a do not reply inbox. I only noticed this later on when I looked closer. Then I would have to forward it to their dispute inbox. This practice shows a lack of interest in communicating with their customers and resolving the issue. CFPB should review the information and timing of the communication to the perpetrator 's financial institution and what action has been taken against this user on their platform, given the clear legitimacy of the transaction. Venmo should be protecting its consumers from harm by way of fraud on its platform, not being an accomplice to it. Is it not a requirement that financial institutions carry insurance for fraud against their customers? By the way, I realize it's only {$25.00}, but it's the principle of the matter.
Company Response:
State: HI
Zip: 96789
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Dear CFPB Staff My name is XXXX XXXX and I hope my complaint is reaching you in good health and spirit. Due to my ongoing inability to resolve my dispute with VENMO I am reaching out for your immediate intervention as my final attempt to relive this matter without having to initiate formal legal action via binding arbitration hosted by the XXXX XXXX XXXX ( XXXX ). On XX/XX/XXXX my subscription as a longtime Venmo account holder was temporarily frozenwhich I previously maintained absent any dispute for years. Attachments will be forwarded with this complaint Dispute History : On XX/XX/XXXX I checked my bank account activity with XXXX XXXX XXXX XXXX XXXX XXXX '' ) at which time I noticed a then pending unauthorized financial transaction with VenMo. It appeared that a monetary transaction was pending with Venmo whereby I supposedly had authorized the forwarding of XXXX XXXX dollars ( {$1500.00} usd ) to one, XXXX XXXX XXXX, a person I have never known, or met in my entire life. This XXXX XXXX XXXX could never validate or substantiate a prior relationship ever existing between themself and I. In attempt to invalidate that same transaction I contacted XXXX XXXX XXXX on XX/XX/XXXX and informed them that I have never knowingly authorized any payment to a XXXX XXXX XXXX to my longstanding history as a trusted bank customer, XXXX they initiated a formal stop payment upon my request. At the same time, I took further initiative by deleting my VenMo bank information to assure the alleged monetary transaction would not be processed. I, subsequently, notified VenMo personnel of the steps I had taken to assure that this erroneous monetary transaction had been cancelled by all parties involved. Unfortunately, all of my attempts, in tandem with the actions initiated by my bank ( XXXX ) proved to have been a colossal waste of everyone 's time and effort as Venmo personnel still proceeded to process that same bogus funds request. Since then I've been inundated with telephone calls, and emails demanding my repayment of the same illegal and felonious financial transaction. To add insult to injury, Venmo personnel is asking that I initiate a Police Report for theft, when in fact I have not suffered any theft whatsoever. I have gone ahead and filed a police report as requested and I consider VenMos action as a theft A proper investigation on your behalf should prove each and all of my claims contained herein are based entirely in fact and truth. As I would imagine is the case where you are concerned as well, I have far better things to do with my time, energy and money than to mount a formal legal action against PayPal, Venmo, and all parties involved in sullying my name, reputation ( albeit financially & socially ), not to mention the emotional stress, trauma and this horrendous experience has caused me and my entire family. As stated earlier, your immediate intervention is hereby requested. With respect ; XXXX XXXX ( XXXX ) XXXX XXXX XXXX
Company Response:
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: An unauthorized charge was made to my account for {$300.00} on XX/XX/XXXX at Paypal. I found out on XX/XX/XXXX and alerted Paypal immediately. They opened a case ( XXXX ) to resolve and resolved it in my favor on XX/XX/XXXX indicating they would recover the funds. The case was then closed by Paypal and nothing was communicated. I followed up and was told they sent a " follow-up '' about the transaction. A new case was created on XX/XX/XXXX ( XXXX ) through this. It too was resolved in my favor on XX/XX/XXXX. But again no communication was had after the fact and the funds were not returned as promised. I reached out again on XX/XX/XXXX and they opened another case ( XXXX ). Again, the determination was made on XX/XX/XXXX that " the activities in question on your account are unauthorized. '' But again nothing was done. So I reached back out to Paypal again and they opened yet another case ( XXXX ) to re-issue the funds back to my account on XXXX. But the case has been closed again, after being resolved in my favor again. I'm seeking to file a complaint due to the continued deceit.
Company Response:
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was scammed by a person impersonating an XXXX employee on the phone. He logged into my Venmo account and sent {$4900.00} in two transactions, one at XXXX and one at XXXX, to an unknown card that was quickly added and removed. He also withdrew {$1900.00} from my bank account. This was reported to the police, my bank account was closed and I am still struggling with sorting this all out. Despite informing Venmo of the fraud they are insisting the transaction was actually me and are aggressively trying to collect. Venmo also has the card information of the scammer and will not provide it to me so I can provide it to the police and life security agencies trying to investigate the fraud. Venmo should be ashamed of themselves because they are well aware that these scams are rampant on their platform and they dont care because they collect fees. I am requesting that they restore my account, desist collection efforts, identify the charge as fraudulent and take action against the offending party instead of the victim. Venmo also makes it impossible to find my account number unless I restore my account by paying for the fraudulent transactions.
Company Response:
State: PA
Zip: 15102
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My PayPal account received a cash withdrawal email notification, but I can't complete the associated bank and cash withdrawal, please help me
Company Response:
State: GA
Zip: 31525
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2022 my wife XXXX XXXX was scammed. A scammer hacked her XXXX account and froze it so she couldnt access it. She then looked up XXXX phone number on XXXX and called it thinking she was calling XXXX. The scammer answered and had her download a app called XXXX which aloud him remote access to her phone including her venmo account, since he had control he sent money to a trusted friend which was my father XXXX XXXX. He used her account to send 5 different transactions worth XXXX dollars and each time he said they didnt work, he then got a hold of my dad and had him install the same app XXXX and then sent it to a different account but told XXXX he was sending it back to XXXX XXXX After we realized it was a scam we immediately had our XXXX checking account flagged and froze. We even filed a police report with our local police department. Venmo never heard from our bank so they fronted the money before XXXX denied the authorization and is now telling us since they fronted the money we owe them the XXXX dollars and are threatening us with debt collection if its not paid. We have reached out to them by email several times explaining the situation and even sending them proof from our bank that they didnt authorize any payments. Each time they have denied our claim and my dads claims hes filed with them as well. Please help us, XXXX is a lot of money to be scammed out of.
Company Response:
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: XX/XX/22 XXXX XXXX sent {$50.00} to me via Venmo. Venmo settled {$1.00} balance leaving {$48.00} on balance Received email stating account reinstated Less than 30 min later, account locked and I have not been given a logical reason besides security reason won't give me the term and agreement rule I violated or let me know what security issue they're talking about for me to so I can explain it away they refuse to release my funds back to me to use or even send them back to the original sender I am homeless because of them they had the audacity after all these begging and pleading where XXXX XXXX XXXX XXXX and still very well may be send me a email asking how their support team did and answering my questions and resolving my issue what did resolve anything it's {$48.00} I have no reason why they're keeping it they won't give me one I've sent them a copy of my birth certificate my driver 's license sent them my bank account numbers rounding in account numbers in the debit cards attached to those including the full card number with expiration date XXXX XXXX I've sent them my mother and father 's day to birth and my father 's day to death every email account that I have open with XXXX that I can remember beyond all that there is no reason why they have to verify anything anymore besides me sending them a blood sample or they do they want to come XXXX XXXX XXXX but whatever the reason is they're breaking the law by holding my money without giving me a reason that they can back up with their own policies and procedures
Company Response:
State: TX
Zip: 77571
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Venmo has permanently deactivated my account, will not discuss why, I only used the app to send child support for my child. The times I have reached out to Venmo, theyve said they dont see any bad transactions on my account, then transfer me for my account to be released and Im then told I can not do anything.
Company Response:
State: GA
Zip: 30504
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, I purchased an item from the company website XXXX XXXX XXXX at the end of the payment, the website took me to PayPal to make the payments as personal funds. where I paid the amount. Later I realized this website is a scam and they using PayPal to scam and fraud people. I reached out to the PayPal mentioning the problems and provided all the evidence. Paypal said you send the money as personal funds so we can not do anything and they closed the case. Later I reached out again and mentioned the person using PayPal and still continued to scam the people can you please mention what kind of investigation Paypal did and what actions they took on the account? Paypal is so lazy they said we closed the case and they did not give any information about what exactly Did. Later I followed up with my Credit card company and explained the situation and disputed the transaction. My financial institution did the investigation and provided the details, where my financial institution provided the proof that shows the XXXX company seller completely provided the fraud documents that I made different purchases. I provided these proofs to PayPal and I mentioned that This person is scamming people. Paypal did not do anything and The person still continued to scam the people using PayPal. I am so disappointed that PayPal did not provide any update on what actions they took they are so careless and they didn't even verify and check my financial institution investigation and read the seller 's response where the seller used PayPal completely falsified the information. Date of Transaction XXXX XXXXXX/XX/2022, Transaction id : XXXX XXXXXXXX XXXX XXXXXXXXXXXX XXXX the company used for money transfer : Paypal
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A