Date Received: 2022-07-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX our Venmo Account was frozen due to suspicious activity ( we were driving from XXXX to XXXX to get our daughter from visiting her grandparents ) we got to Mississippi and discovered it was frozen and we didnt have any money or gas. My mother in law ended up driving our daughter to Mississippi and was able to give us {$20.00} but thats all she had. We were able to get a little gas but now have been stranded in Mississippi because Venmo wont unfreeze our account. They said we have ti wait 6 days. So even though weve verified our identity- send a picture of our license and is holding the license- we verified the charges and changed our passwords- Venmo said they still need 6 days to investigate. Ive called in 16 times- I get the run around and then they hang up and then inundate me with surveys about their service. Apparently the different departments arent allowed to communicate and they dont and the department that deals with freezing accounts doesnt have a phone so you can only email and hope that on day they will respond. When they do respond its with vague articles that dont even relate to the issue This has been the most horrible experience-we are both at risk of losing our jobs because we are stuck here with a little bit of food that we brought with us from Home - XXXX XXXX XXXX XXXX - waiting for Venmo to give us our money so we can get home and then we will be closing the account
Company Response:
State: TX
Zip: 76033
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Long term user of a Paypal account and Business Debit Card. Recently, my son paid his rent to our family via " friends and family '' of {$500.00} on XX/XX/2022. The money came into my Paypal account minus a fee of {$14.00}. I immediately refunded the {$500.00} payment to him which should have reversed the transaction and the Paypal fee of {$14.00}. Instead, they took {$500.00} from my corporate bank account to pay back my son and that took 10 days for him to get the money back into his bank account. I have spent over XXXX hours trying to get this fee refunded. 4 days ago, a Paypal representative said he would refund it. He lied, no such credit back to my debit Paypal account or bank took place. Today, I called again, after all, messaging for 12 days resulted in nobody at the other end responding. ( a joke and probably intentional so people give up ) I don't give up, ever. I warned Paypal I would turn them in today since the phone chat went badly and the supervisor on the line said the policy changed the day the transaction took place which was XX/XX/XXXX. She said no more friends and family will be allowed at XXXX fee " into '' a business account. She lied. I am attaching the email document that clearly states this policy was to be implemented in the future, which is XX/XX/2022! I think companies that lie openly need to be investigated by a major audit of all transactions when they are fraudulently taking hard-earned money in illegal fees and doing so against state lines. I encourage you to personally investigate them on a wide basis to uncover other transactions similar to mine in fraudulent activity and illegal fees taken.
Company Response:
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2022, I attempted to open a Venmo account, with XXXX. I have other XXXX accounts. On XX/XX/2022, I received a poorly formatted and suspicious email asking me to click a link and submit personal information for violating some User Terms, however no information was provided. See email below : Hi XXXX, Your Venmo account has been frozen due to recent activity that appears to be a violation of our User Agreement. If you would like to reactivate your account, please submit a picture of your unexpired US government- issued photo identification via our Document Upload Form, linked below. This is required to ensure you are the legal account holder. Acceptable forms of ID include a driver 's license, state ID card, US passport, US XXXX, or green card. The name on your photo ID should match the name registered to your Venmo account. You can find our Document Upload Form here : https : //help.venmo.com/hc/en-us/requests/new? ticket_form_id=XXXX XXXX XXXX. For your privacy and security, please do not reply back to this email with your documents. Once you submit your information through the above link, we will review your case and reply with more information regarding your account. Thank you, Team Venmo So, I logged into the Venmo site to verify if this was a valid message from them. I contacted support on XX/XX/2022. They were also acting really evasive and not answering my questions and kept urging me to click the link. I asked them to close my account, because I felt uncomfortable with them collecting my personal information, under the guise of me committing some sort of rules violation, and they refused to close the account. I was denied to close the account. I told them that I wanted to close the account, and all of their responses just tell me to click the link. I am not doing that. They will not speak to me, close the account, or offer me anything other than the option to click the link and submit my personal information. That isn't going to happen. I have requested them to close this account, and they don't have any right to collect my personal information to do so. I feel they are trying to extort my personal information in order to comply with my account closure request. In addition, they have not specified what sort of account activity I have performed that is against user terms. I feel that this is a scam to gather more of my personal information and has nothing to do with any violations I have allegedly committed by merely attempting to open an account. You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. Hi there XXXX, XXXX here with Venmo Purchase Support! I'm sorry you're running into this issue. I'll be more than happy to help you. Allow me to take a moment to check your account. I see that the Account Specialists sent you an email on XX/XX/2022. Once you have replied to that email with the information they requested, they will be able to further assist. If you are unable to locate that email, just let me know, and I can escalate up a new ticket for you. Please note, that replying to the Account XXXX who is already working on your case is the fastest way to get in touch with the Account Specialists. Please let me know if you have any questions regarding this process. My Best, XXXX XXXX | Venmo Support THIS EMAIL IS A SERVICE FROM VENMO.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX my PayPal account was terminated for being " in violation of PayPal 's Acceptable Use Policy. '' I was told that the money I had in my account would be frozen for 180 days. I spoke with two customer service employees about this at the time, who confirmed that my funds would be available to me after the 180 day period. On XX/XX/XXXX, nearly two weeks before the 180 days were up, PayPal withdrew the funds from my accounttotalling $ XXXX no prior notice or warning. I've called PayPal several times and spoken with several customer service representatives who have told me " the back office is investigating this. '' But then I never hear anything from " the back office. '' After conducting some research online, and discovering that a class action lawsuit has been filed against PayPal for this very thing, I'm convinced that PayPal is engaged in fraudulent activity by seizing people 's money and justifying the seizure through the application of an unlawful and unenforceable liquidated damages clause that amounts to a contract of adhesion. The liquidated damages provision and the seized funds have no relation to any actual damages suffered by PayPal and amount to nothing less than fraud.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Incorrect exchange rate
Subissue:
Consumer Complaint: Made a purchase on XXXX using paypal for payment. purchase date was XX/XX/XXXX and the purchase was for {$470.00} XXXX order number on XXXX is XXXX paypal states in their disclosures that they change the currency rate daily but they do not change it daily. they leave it the same for weeks or months at a time. As of yesterday the value of the us dollar to the XXXX was approximately even, give or take a cent. The exchange rate they provided was XXXX XXXX less than the actual value of it should be and that is the same amount they had XXXX months ago. So they are not changing it daily as their disclosures state and they are ripping consumers off, pocketing the difference and not be ethical or even fair. When the customer service rep who I spoke to put me on hold to transfer me to a manager like I asked I was hung up on. Then to make matters worse, I was sent an email supposedly including the disclosures for international money transfer fees, etc but the email and only email sent to me was for an alert that my account was accesssed from anothe mobile device which was not accurate and seems like a fraudulent way to conclude the phone call by the representative.
Company Response:
State: CO
Zip: 80108
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Since XX/XX/2022 Venmo has frozen my account without notice after an error occurred within the app when I tried to add a new bank account ( the error was on their end, not mine, and I assume it has something to do with the API they have with XXXX ). The total amount they are currently withholding from me is {$740.00} and will not let me take the money out of their app/account. I have tried contacting their customer service department multiple times and they tell me there is nothing they can do. Per their website, I should have received an email to work with a representative to get my account unfrozen. I never received an email and it is still frozen due to an error on their end. I called PayPal to figure out what is going on and they told me my best option is to file a formal complaint here. At this point, I want nothing to do with Venmo and would like to get my money out of it and close my account for good. This app was how my partner and I would split bills, and we really struggled to pay our mortgage this month because such a large amount of my money was withheld from me. Luckily, we are fortunate enough to have people in our lives that were willing to help, but imagine if we didn't. I am hoping that by making this complaint I will prevent someone less fortunate landing in this same situation. The last person I spoke to at Venmo said it could take up to three weeks to get an email ( after the first person I spoke to said it would take 6-7 days ). I don't know what else to do, this is my last resort.
Company Response:
State: MO
Zip: 63118
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I am renting a home in XXXX. I have a friend locally who went to see the home in person and we decided to move forward with the rental. I had to submit a payment to secure the unit - either cash could be given in person ( I send money to my friend to give to them ) or we could try digitally. We decided to send the payment with Paypal to minimize stress for my friend who was local. On the payment confirmation page Paypal said that I was sending, paying and the recipient would " get '' $ XXXX on XX/XX/2022. The recipient confirmed that he did see the payment coming through but there was a significant commission charged by Paypal of over 5 %. Ultimately he was charged XXXX to receive the funds although Paypal 's website very clearly states that the same amount would be paid, sent, and got - for the receiver that was not the case and I am personally responsible for making up the difference. Once the transaction took place it was too late to cancel it. I called to ask if a one-time exception could be made to cover the fees so that the payment would be as it was presented on the confirmation page. They let me know there was nothing they could do to help- they said there isn't an internal team that reviews for UDAAP complaints but they could submit the call for review of potential regulatory violations. I asked what they follow up from that team would be, the manager ( who was supposed to the highest level on the phone ) stated he didn't think there would be customer follow up, but was unsure and didn't have a resource to address to gain clarity. Had I known that the seller would not get or receive the amount I was sending in full I would have chosen a different method to send the funds over to him. I now have to pay additional fees to send the money charged as a fee for the initial transaction. Frustrated feels like an understatement. The only thing DID specify as a reason the recipient may receive less was foreign taxes - however, there was no tax charged, solely a fee from PayPal.. I find the language used on their site to be deceptive and unfair. As a consumer, I've essentially paid Paypal to send money and I'll be in a scenario where I'll have to figure out how to pay my landlord while potentially incurring additional fees as I do it. Had the language and fee breakdown been properly explained I would have not used the service. For me, $ XXXX isn't going to absolutely destroy me, but for someone else it may. My issue is that it is extremely deceptive and pretty unfair to advertise that a recipient is receiving an amount Paypal knew at the time I was initiating the transaction that they would not.
Company Response:
State: DE
Zip: 19802
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My Venmo account was suspended on XX/XX/22 right after I was sent {$500.00}. The app informed me that I had violated PayPals Acceptable Use Policy although Ive done nothing now or throughout the past 6 years Ive been using their services to trigger a security concern. I emailed and called the Venmo support team and was told that another department would contact me within 6 to 7 business days. Today is day 7 and so far Ive received no email, no phone call, and no account restoration. I reached out again and was told that there is a delay in response and Id need to wait 10 to 15 business days. Im submitting my experience because Ive read about similar complaints where customers are asked to wait additional days for their accounts to be restored only for months and months to pass with no resolution and with no access to their funds. I've reached out via email and phone three times and have not been told why my account was suspended or had it restored.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem adding money
Subissue:
Consumer Complaint: Below is a narrative on behalf of my client, XXXX XXXX who was supposed to receive her massachusetts unemployment through venmo. It was mistakenly sent to the wrong account and venmo will not help even though we have sent a consumer protection Massachusetts GL93A letter. LAW OFFICES OF XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX, MA XXXX ( XXXX ) XXXX ( XXXX ) XXXX XXXX DEMAND FOR RELIEF PURSUANT TO XXXX. XXXX XXXX Sent Via USPS Certified Mail, XXXX Venmo XXXX : Legal Department XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX RE : Our Client/Claimant : XXXX XXXX Claim Number : XXXX Date of Accident : XX/XX/2021 Dear Venmo/ Venmo Legal Dispute Department : The following constitutes a demand for relief pursuant to XXXX. XXXX XXXX. I. INTRODUCTION Please be advised that the office of the undersigned represents the interests of XXXX XXXX ( XXXX XXXX ), relative to the monetary damages suffered resulting from XXXX unfair business practice, including a refusal to resolve a clerical error on XX/XX/2021. Under the provisions of Massachusetts General Laws, Chapter 93A, Section 9, I hereby make written demand for relief as outlined in that statute. XXXX. BACKGROUND During the global pandemic, XXXX XXXX became eligible for Pandemic Unemployment Assistance ( PUA ) benefits through the XXXX of Massachusetts. XXXX provided unemployment benefits to individuals who were unable to work because of a COVID-19-related reason but were not eligible for regular or extended unemployment benefits. The Commonwealths method of depositing funds from the assistance program was through your company, venmo. After an application approval process and release of funds, the Commonwealth was to direct deposit funds into my clients venmo account. The username/account used in relation to this deposit was not the correct username/account for XXXX XXXX. The tracking number for XXXX XXXX account is listed as XXXX XXXX XXXX XXXX and the tracking number of the account XXXX XXXX funds were deposited to XXXX XXXX XXXX XXXX. This clerical error resulted in funds deposited into the incorrect account, depriving XXXX XXXX. XXXX current refusal to cooperate in transferring funds has greatly affected my clients quality of life and is considered an unfair business practice under Massachusetts law. XXXX. CLAIMS HANDLING My client has contacted both your office and the Commonwealth Department of Unemployment Assistance multiple times to report this clerical error and to clear the funds she so desperately needs. The Unemployment office for the Commonwealth of Massachusetts contested the issue needs to be resolved directly through Venmo. Venmo, to date, has not cooperated with the transfer of funds owed to my client. Therefore, XXXX XXXX is, to this day, without the benefits she was entitled to. IV. ARGUMENT The purpose of this letter is to demand an immediate release of my clients funds and to advise you that your companys failure to promptly, fairly and equitably provide my clients money constitutes an unfair and deceptive act or practice under M.G.L. c. 93A 2. This unfair or deceptive act is, in my opinion, declared unlawful by Section 2 of Chapter 93A. As a result of this unfair act or practice, you owe my client the loss of money as follows : Date of Funds Received by Venmo Amount XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX XX/XX/XXXX {$900.00} XXXX TOTAL MONEY OWED TO XXXX XXXX TO DATE : {$12000.00} Therefore, I hereby demand the relief of all funds my client has been denied access to. XXXX XXXX gives you the opportunity to make a good-faith response to this letter within thirty ( 30 ) days. Your failure to do so-could subject you to triple damages, attorney 's fees and costs if decided to institute legal action. You are hereby advised that should you fail to make payment as demanded herein, a litigation complaint will be filed and will assert a count for your violation of G.L. c. 93A 9 ( 3 ) and G.L. c. 176D ( 3 ) ( 9 ) ( n ), on behalf of my client, XXXX XXXX. V. CONCLUSION AND DEMAND If the court finds for my client in the result of litigation, recovery shall be in the amount of actual damages ; or up to three, but not less than two, times such amount if the court finds that the use or employment of the method of competition or the act or practice was a willful or knowing violation of said section two. The amount of actual damages to be multiplied by the court shall be the amount of the judgment on all claims arising out of the same and underlying transaction or occurrence regardless of the existence or nonexistence of insurance coverage available in payment of the claim. In addition, the court shall award such other equitable relief, including an injunction, as it deems to be necessary and proper. A. G.L. c. 176D ( 3 ) ( 9 ) ( n ) Request For Explanation I am hereby requesting that you provide me with the detail of your deliberations by which you determined XXXX XXXX is not entitled to her government services funding considering the facts in this case and the law to be applied to those facts. Pursuant to G.L. c. 176D ( 3 ) ( 9 ) ( n ), it will be an unfair claim settlement practice if you fail to provide promptly a reasonable explanation in relation to the facts or applicable law for denial of a claim or for the offer of a compromise settlement. The cited statute requires that you detail how you arrived at a full-stop refusal to transfer {$12000.00} to my client considering the specific facts of this case. B. G.L. c. 93A 9 ( 3 ) Demand For Relief Because your failed to provide my client the value of this claim, it is our position that you have already committed an unfair business practice, a violation of G.L. c. 93A 9 ( 2 ), the Massachusetts Consumer Protection statute. Pursuant to G.L. c. 176D ( 3 ) ( 9 ) ( f ), it is an unfair claim settlement practice if you fail to effectuate prompt, fair and equitable settlements of claims in which liability has become reasonably clear. Liability is better than reasonably clear in this case. Your refusal to cooperate in this clear liability matter will not qualify as a fair and equitable required by the cited statute. Your detailed unfair settlement practices detailed above are also a violation of G.L. c. 93A 9 ( 2 ). Pursuant to G.L. c. 93A 9 ( 3 ) I hereby demand that you pay {$12000.00} to my client, XXXX XXXX. Your failure to pay in the past, and any continued failure to pay {$12000.00} to XXXX XXXX has and will continue to deprive her of what she is clearly entitled. Any litigation commenced regarding the detailed violations of the Consumer Protection Statute shall seek multiple damages, costs of litigation, and reasonable attorney fees all as provided for by said statute. XXXX XXXX hereby offers your insured ( XXXX ) a full and final release of all claims in exchange for the immediate payment of {$12000.00}.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have a business Venmo account that has been locked without notice. When I call to speak with representatives I am given no resolution. When speaking with the supervisor there were no details as to why my business account was frozen and no details as to what I had to do to resolve the frozen account. I have spent a considerable amount of time trying to escalate the matter to no avail.
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A