Date Received: 2022-07-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2022 I tried to send my balance of {$75.00} to my credit card ending in XXXX. I triple checked to make sure that this is where the money was being sent, the attached screenshot is what I was able to view when trying to send the funds, so it was confirmed that the card ending in XXXX was the one to receive the funds. Instantly the funds were sent to a different card on my account ending in XXXX, which is not the card I selected at all. The problem is not only that the app didn't function as properly, which resulted in a mistransfer of money, but every interaction I had with Venmo customer service was either unhelpful or straight up deceitful. The 1st interaction I had ( XX/XX/2022 ) was almost immediately after the funds were sent to the wrong account, I had used the app chat function to talk to " XXXX XXXX '' to explain the situation and she said that she would take care of it and send the funds to the correct card ( XXXX ) within 30 minutes. I was not able to screenshot this conversation, but I'm sure they have this conversation on file. Of course the money was not transferred, so I waited several hours and contacted customer service again through the chat function ( XX/XX/2022 ), had the new rep review the conversation, only for them to tell me there was no way to transfer those funds and that the 1st representative " XXXX XXXX '' had given me misinformation. I asked this rep to escalate to management, and they said I would receive a phone call within 24 hours. They told me to contact my bank ( XXXX XXXX ) to see if I could reverse the charge, I called ( XX/XX/2022 ) and my bank redirected me back to Venmo customer support Of course, I never received a phone call from a manager so I called in again ( XX/XX/2022 ) and was met with another rep who I had to re-explain my case to. When I asked to be passed on to a manager again there was no response, and basically I heard no sound coming from the other end of the line. I don't know if it was a tech issue or something but again, extremely frustrating. I called a 4th time today ( XX/XX/2022 ) and once again told them all of these issues, was finally redirected to management who told me they couldn't help me despite this being Venmo 's fault entirely. They were very rude, and said that the app showed no error on their end, but I know for sure I selected the money to send to XXXX. I asked " the manager '' to submit a bug report so this didn't happen to other people, and once again they were very dismissive and said that there was no record of this issue so they didn't need to file a report. I was very skeptical so I looked online and immediately found another individual who had experience the same issue XXXX XXXX : XXXX If there are 2 individuals experiencing this problem and reporting it, then there's got to be many many many more who have experienced this issue as well, and it is extremely irritating that the venmo manager tried to pass it on as user error when clearly this is an existing problem in the app that should be dealt with immediately. Of course my situation still hasn't been resolved which is why I am reporting this. In conclusion, faulty app from the beginning, horrible, avoidant, and honestly dishonest customer service, as well as an unwillingness to help with my problem has been extremely frustrating.
Company Response:
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2022-07-11
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: On XX/XX/XXXX I tried to send my mother in law money through Venmo through my balance on venmo.she did not get a notification so I cancelled it and tried to do it again.my account was then Frozen with no explanation. I called several times and then was initially told that someone from an account specialist team would reach out to me within 6/7 business days on the XXXX when the 7th business day was up I called again and was informed that my case would be escalated for a second time and that I needed to wait another six to seven business days and then they asked me to send them a picture of a photo of my license with me next to it I submitted all documents on the XXXX that I had and was told to wait another 6 to 7 business days. I did that now it is Monday XX/XX/XXXX and no account specialist has reached out to me my account has been frozen with {$6700.00} verified from the IRS in my account no one is giving me any answers I'm getting misinformation I've contacted several supervisors to no avail they're just holding my money and not telling me anything I submit it all proper documents and they were accepted.please help me.i have emails of all chat transcripts verifying
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, This will be my third time reaching out to Venmo about the same scam issue that's been going on since XX/XX/2022. I attached the past 2 complaints as the references. XXXX and XXXX. Please refer to them for the scam that I have been involved. I've been getting the same copy and paste responses from Venmo, where they repeat my history and their policies and don't really resolve anything with the responses. But from where I am after going through the scam, I am still responsible for that negative balance that I got scammed for. Ever since then, I wasn't able to use Venmo because the balance has to be recovered first. I basically gave up on using Venmo again at this point, but my next worry and main concern comes here. I know that you guys will be make attempts to recover the negative balance on my account by it being reported to the outside collection agency. Is there any consequence if i continue to leave the negative balance as it is? Can I first get a confirmation from Venmo right now that this won't affect my credit file in the future? As long as it doesn't affect me in the long run, I'm planning to just leave it as it is and just move on with my life as this has been screwing up my life ever since. Let me know what the consequence is and give me a confirmation that it won't affect my credit or life in the future. I will just stop using Venmo. Thank you, Venmo.
Company Response:
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Venmo froze my account on XX/XX/2022. I was paid by direct deposit on this day of over {$1300.00} by my current company who I work for. I purchased a coffee at a truck stop ( I am a truck driver, and travel all over the USA ). I then tried to Venmo my husband, XXXX XXXX {$400.00}. We have venmo 'd each other for years and never had any problems before. It told me it could not complete my transaction and then I got an email right then same day froze my account. They will not tell me why they froze my account they asked me for ID and I sent it to him right away I also sent them my marriage license because I changed my last name years ago but my card still says XXXX. I've already changed it with them but just in case I sent it to them. Call after call nobody can help me email after email nobody can help me nothing has changed and they still have my account froze.
Company Response:
State: FL
Zip: 34747
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I am not sure what is going on, Venmo is saying I went against their user agreement but I have no idea what actions I took to cause them to deactivate my account! I have reached out several time to get my remaining balance from them and ask them what I can do and Im not getting a solid answer on what needs to be done
Company Response:
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2022, I used Paypal & its subsidiaries to book a stay with XXXX for a total of {$2300.00}. Payment confirmation attached in Exhibit XXXX. Paypal processed the payment in the wrong currency ( GEL instead of USD, at a punitive exchange rate ), even though the website showed a price in USD. I attempted to undo the transaction, and submitted a dispute resolution claim to Paypal to change the currency. The claim was intended to be submitted for an amount of {$0.00}, as I was not disputing the transaction itself, but I accidentally fat fingered {$0.00}. When I attempted to correct the amount or withdraw the claim, the Paypal website crashed and continued malfunctioning. On or about XX/XX/XXXX, I called Paypal in an attempt to resolve the issue. The Paypal call center agreed to correct the currency but refused to undo the claim, on the grounds that it is a small amount and it will die itself. On XX/XX/XXXX, I received notification from XXXX that my reservation was cancelled because of a dispute with Paypal. Email attached in Exhibit XXXX. I subsequently received a separate notification from Paypal that my dispute for {$0.00} was approved Exhibit XXXX. However, I was not refunded the full amount of the reservation the remaining {$2300.00}. Upon receiving notification of cancellation but no refund of the 99.997 % of the purchase price, I attempted to open a new claim with Paypal for the remaining {$2300.00}. However, the Paypal website prevented me from doing so as a claim on the same transaction was already approved. After multiple futile attempts to have Paypal reopen the claim through its website, I contacted XXXX on XX/XX/XXXX. Record of our correspondence attached in Exhibit XXXX. XXXX stated that I should contact Paypal as funds had been returned to Paypal, with transaction ID XXXX. On XX/XX/XXXX, I called Paypal. Paypal opened a new claim, however, it was denied on XX/XX/XXXX denial attached in Exhibit XXXX. Paypal motivated its denial on the grounds that the item or service was delivered to you, according to Paypal records. Nonetheless, the reservation continued to be clearly cancelled per XXXX records ( screenshot from XXXX website in Exhibit XXXX, incremental to cancellation email in Exhibit XXXX ). On XX/XX/XXXX, I tried once again to call XXXX, who once again confirmed that a full refund was provided to Paypal ( see XX/XX/XXXX message in Exhibit XXXX ). I once again called Paypal, which once again refused to provide the refund. Record of message sent from Paypal attached in Exhibit XXXX. I have received no further communications from Paypal. In sum, Paypal XXXX wilfully misled me as to payment currency, XXXX caused a cancellation of my reservation with XXXX, XXXX refused to consider compelling evidence of non-delivery of service to me, and XXXX engaged in unjust enrichment by refusing to return to me funds that were refunded to Paypal by XXXX, as confirmed in writing by XXXX
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Problem adding money
Subissue:
Consumer Complaint: My check was approved and completed by XXXX threw the Venmo app and Venmo has yet to still add the funds toy account
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am writing this complaint, as a follow-up to my previous complaint against PayPal, that I submitted on XX/XX/2022. This complaint was resolved in my favor, which was asking PayPal to provide me with a way to withdraw my funds from an account they closed over a year prior, and despite them stating I may withdraw my funds now, I am still encountering numerous obstacles placed by PayPal. At first I was allowed to withdraw XXXX XXXX then XXXX $ a few days later, and then nothing but errors stating to try later. After countless phone calls with their support, I was told different stories by each PayPal representative telling me first to wait 12 hours, after which I still couldn't withdraw, I called again and was told to wait 72 hours.. Again I waited til 72 hours had passed, yet still couldn't withdraw. I called again and was told by the representative that " you will have to wait for another email from the backhouse '', I then asked to speak with a supervisor, and was DENIED this from the customer support rep, and told " a supervisor can not help '', and whilst still on the phone with this horrible PayPal rep, I was able to transfer XXXX XXXX completely disproving everything this PayPal rep was spewing. Currently, I have not been able to transfer more than XXXX $ every couple days, which is ridiculous considering I have over {$5000.00} still being held from me by PayPal, and forcing me to have to pay absurd fees for each transfer of XXXX $ every few days.
Company Response:
State: MA
Zip: 02453
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: XX/XX/XXXX - Venmo suspended my account stating that I violated their user agreement but didn't specify what violation I committed. I contacted Venmo support that same day and asked them for an explanation along with what I needed to do to remove the suspension from my account. XX/XX/XXXX - Venmo finally responds after I messaged them again and stated that they reviewed my account but it needs to be reviewed again by another team. They said it would take 6 to 7 business days or sooner for a response or update. XX/XX/XXXX - I sent Venmo a message asking for at least an explanation on what violation I committed. No response. XXXX - Sent another message to Venmo asking for an update. No response. XXXX - Sent another message to Venmo asking if I would be able to continue using their service after the review. No response. XXXX - Asked Venmo for an update. No response. XXXX - Sent a message to Venmo asking to see if I can withdraw the money from my account and close it out seeing that they still haven't responded. No response. XXXX - Asked again for an update from Venmo or a way to close out the account. No response. Started a new complain or ticket and they replied with no message and just sent my email back to me. XXXX - Told them that I would appreciate a response and would like to close out my account. Told them that they are holding on to my money and I have no pending transactions or any activity to warrant a hold. No response. XXXX - Started complaint with Consumer Finance in hopes that Venmo will finally respond to my communications and resolve the unwarranted suspension on my account.
Company Response:
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On Saturday XX/XX/2022 I sold my boat, motor and trailer for the amount of {$4500.00} to XXXX who is a friend of mine and is local. XXXX asked me if I would accept Venmo. I said OK because I knew others who had used it. He tried to transfer the entire {$4500.00}, however Venmo made him break it down into 3 transfers. He transferred {$500.00}, then {$1000.00}, and finally {$3000.00}. I could see the entire {$4500.00} sitting in my Venmo account. I set up my bank account information as requested ( by Venmo ) in Venmo. Was told by Venmo, they would deposit 2 small amounts into my bank account, which they did, I verified the amounts and they allowed me to transfer the {$500.00} and then the {$1000.00}. I can see in my bank account that they took back the small deposits that same day ( as expected and proves they did indeed verify my bank ). Venmo would not let me transfer the {$3000.00} and FROZE my account!! Venmo screen now shows that my " bank account is not verified '' and they are investigating something, which they will not tell me what!! I called twice and was given a very vague reason for the frozen account - " it will take 6 to 7 days to investigate ''! Why should I wait an extra week to get MY money! They are lying as they DID verify my bank account already, hence the 2 transfers of {$500.00} and {$1.00}, XXXX. I am almost XXXX XXXX XXXX and feel that I am being taken advantage of. How dare them keep MY money!!!! I spoke to my bank and they are not holding anything up so what is the problem? My bank also confirmed that Venmo did indeed verify my account with them. Is this how Venmo makes money??? I need my money made available to me to transfer into my bank account! I have a XXXXXXXX XXXX dog who is scheduled for XXXX XXXXXXXX and this is the money for that XXXX!!! I am so sick over this!!! Please help!!! Now today, I can't even log into Venmo. Changed my password as requested and am locked out. Is this some kind of sick joke???
Company Response:
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A