Date Received: 2022-09-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Today I was nearly the victim of a sophisticated fraudulent payment attempt using PayPal. I received a payment request via from someone named XXXX XXXX ( with email address XXXX ) for {$500.00} to my PayPal account, which generated a text and an email from PayPal and a note, which I thought was from PayPal with a telephone number ( XXXX ( XXXX ) XXXX, fraudulent ), and when I called that number, the person at the other end attempted to get me to download a file from the webpage https : XXXX to " verify '' my identity, which I did not do. So, I successfully avoided being a victim, but I am relatively savvy and nearly fell victim, so want to report it.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am filing a complaint against Venmo because they have frozen my account on their platform due to " security concern '' about 14 days ago. I confirmed with Venmo via email, and phone multiple times that the transactions were ones that I was attempting to make and they confirmed the transactions that caused the freeze. The transactions that triggered my account to be frozen were one transaction that happens monthly ( same amount, same time, same person ) and the second was payment to a Venmo approved business. When speaking with a representative on the phone they agreed that these transactions should not have resulted in my account being frozen. I have no ability to remedy this situation and continue to be told that some one will reach out to help me solve this issue, still waiting for that to happen. Venmo offers no other solutions for this issue other than to wait, initially I was told this would happen with in a few days, then on the next call I was told 7 days, it was not until the 3rd call that I was told it can take up to 3 weeks. This wait time does not make sense if I, the account holder, can verify the transactions as my own and verify my identity. My bank is able to handle similar issues with in 24 hours. A company that has been operating for 13 years and grossed over {$850.00} XXXX last year alone should maybe invest more in the actual customers ability to utilize the platform.
Company Response:
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I started a Venmo account at the request of my teenage children, this is where I went wrong. Upon my son sending me money for repayment of his insurance, my account was immediately frozen. I have tried to email with Venmo for almost 2 months now, and seem to be no closer in having the funds released than I was the day this nightmare started. They refuse to pick up the phone and call me, although I have requested it in almost every email I have sent. We tried to dispute the charge with our bank, as it seemed very fraudulent of Venmo ( a company I have no history with ). They somehow won the dispute, and here I am still without the money. This started around XX/XX/2022 and the amount was for {$100.00}.
Company Response:
State: GA
Zip: 307XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I'm adding my name to the list of thousands of unhappy Venmo customers who've had accounts frozen for no good reason. I opened an account so my friends could reimburse me for a hotel stay in Wisconsin, and made several requests. Venmo almost immediately froze the account, with {$240.00} ( the first reimbursement ) in it. Venmo says that I did something wrong ( although they won't say what ) and has demanded that I submit a copy of a photo ID, after which they will initiate a " review '' process that could take up to three weeks. I maintain that since all I did was attempt to use their product, their request for additional documentation is unnecessary and intrusive, and that they should fix the security software that " flagged '' my perfectly normal use of the product. To date, I have not submitted a copy of my ID, and Venmo refuses to send me my {$240.00}, nor will they return the {$240.00} to the friend who sent it to me. In short, Venmo is using {$240.00} of money that belongs to me, and if, as I understand is the case, thousands of others are in this same situation, that's a nice chunk of change for Venmo to hold on to while they stall around with repeated requests for ID and lengthy reviews. It seems axiomatic that inconveniencing customers should not provide an opportunity for arbitrage. ( The last time I checked my account, I noted that even though the account is " frozen, '' I can still make requests for cash. Which, of course, Venmo could continue to hold while they string this thing along. ) Venmo should not be permitted to use monies from frozen accounts to do business or in any way pad their balance sheet or bottom line : rather obviously, there should be no reverse financial incentive for inconveniencing customers or holding their money. I hope that CFPB can help me resolve my dispute with Venmo, and I also hope you will take action on making sure that Venmo is not deriving any benefit from monies in these " frozen '' accounts. Thank you for your attention.
Company Response:
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Months ago I had an issue with Paypal where they sent money I received from a client to the wrong account, leaving me stranded and unable to pay for transportation to the bank where I was initially heading to correct a financial situation that the money I received from the client would help alleviate in addition to cash I had. When I called Paypal to correct the issue the agent I spoke with offered a {$25.00} promotional credit to fix the issue, but I learned shortly after getting off the phone none of the transportation options available to me would accept the credit. Fast forward to XX/XX/XXXX, this morning, I awoke and saw that my credit card was charged {$19.00} by XXXX via Paypal. The recurring payment agreement I made was for XXXX to charge my debit card. I called XXXX and asked why was my credit card charged when the recurring agreement I made was for the specified debit card specifically and the agent on the phone said if the card declines Paypal moves to the backup funding source. I remarked that I never designated nor authorized any " backup '' funding source and that if any individual or even my bank took it upon themselves to pay a merchant from whichever one of my accounts it decided upon themselves to pay when the only source I specifically authorized was a debit card that would be considered theft. Why does Paypal think the law doesn't apply to them as a mega corporation, particularly when there is a {$25.00} credit on the account? The agent then said this is something their manager could handle and issued a refund to my credit card which I thanked them for. I was then transferred to a manager whom asked me to verify a card on the account. I gave her the debit card in question and she remarked there was no record of the card on file and demanded I list another source. I said that's worrying that the primary card I use isn't showing on your system. After I gave the last four of another card, miraculously my debit card showed up and she claimed it was at the bottom of her screen and she couldn't see it. From that initial exchange I had a feeling I would be lied and condescended to for the remainder of XXXX XXXX. I asked specifically why did Paypal take it upon themselves to pay XXXX from a card I never authorized for a recurring payment when there is a {$25.00} credit sitting there. She then proceeded to tell me the promotional payment was used to pay XXXX on the XXXX. I told her that's demonstrably false and I was looking at my bank account with the full charge debited from my debit card. She essentially said that's not true implying I was liar and became combative in her tone and said that her decision was final. I asked was there anyone I could appeal to and she remarked I can try to see if her manager was available but she would make no promises, essentially implying she wouldn't report the issue higher.
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I received a payment from a friend into my Venmo account and I started using the funds by means of my Venmo debit card. Then towards the end of the evening my Venmo debit card kept getting declined so I called into Venmo customer service and was told that my account was frozen. I was also told that it could not be fixed until 5 to 7 days later because it Hass to go to a specialized department. I finally heard back from that specialized department who told me that the reason my account was frozen and that I could not access my funds is because there was another account that had been opened in my name that had a balance due. I informed them that I did not have another Venmo account and that if there is one open and it was open without my knowledge and fraudulently. They are refusing to listen to me and theyre telling me that I can not take my money out of my Venmo account or spend my money until I agree to allow them to take the money towards this other balance that is owed that I had no part of. At this point, all I want to do is to cut ties with Venmo altogether and take my money out of the account so I can move forward. I dont think its going to be that simple. How is it even possible that they allowed a second account to be open to begin with? I never authorized a second account. The fact that they allowed someone to open an account in my name and that person has a past due balance has nothing to do with my Venmo account. They have no right to hold my money and tell me that I need to comply with their demands in order to withdraw my money. I feel that I am being extorted by Venmo. Thank you.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I went to my PayPal account online to see if I could transfer money and did not want to use my credit card attached to cover the transaction, so I was going to leave the page. PayPal had added a feature and it clicks on its own, one of my small business accounts without my permission. I left the page and noticed it clicked on its owned, charged me XXXX and transferred XXXX dollars to my small business account. this is not the first time they did this, and please don't tell me to pay closer attention and reclick another option. they even added other bank cards as options, and I didn't agree. if they add these next time without my permission I will be filing a law suit.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On the XXXX of XX/XX/XXXX ( XXXX YEARS AGO ), I Got an email telling me that my account was permanently limited and that I would be unable to do business with PayPal anymore ( Ref id - XXXX ), I was told to wait for XXXX days of which I diligently waited, then on the XXXX of XX/XX/XXXX, I got another email stating that I am eligible for withdrawal. I tried adding a bank account and a debit card to my account but I have been unable to add it, I proceeded to call the agents, and I spoke to the first agent on that same day, and I was told that I should wait for XXXX hours of which I waited, after the XXXX hours I proceeded to add my bank account again but was faced with the same error, so I called again and the agent said my account was still under review and I will get another email from them, after XXXX days and over XXXX calls to PayPal customer care, I still haven't received my {$22000.00}. I need PayPal to release my funds with immediate effect.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Paypal closed my account and withheld my money since XX/XX/2022. Every time I call their customer service they promise to call me back and they didn't solve the problem until now. They withheld {$24000.00} on XXXX. Please help me to get my money back
Company Response:
State: CA
Zip: 94085
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: A charge of XXXX dollars on XXXX was disputed with Venmo. There is a charge of XXXX dollars on XXXX that I DID initiate. The intended receiver received the XXXX dollars sent on XXXX, but did not receive the XXXX dollars that was charged from my bank account on XXXX. My Venmo account shows the valid transaction of XXXX dollars from XXXX, but the XXXX dollars that was charged on XXXX does not show on my Venmo account. I was provided a temporary credit of XXXX dollars by Venmo. Venmo denied my claim even after I provided a bank statement and screen shots of my Venmo account showing the fraudulent charge of XXXX dollars on XXXX. Venmo rescinded my XXXX dollar credit and has stopped all communication regarding this matter.
Company Response:
State: VA
Zip: 22630
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A