Date Received: 2023-11-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hi my name is XXXX XXXX I am the owner of my Venmo acct, with routing XXXX ; an account XXXX. My account was frozen for XXXX reason an no explanation given. I tried calling, emailing, ect .... Still no REASON as to why my funds are frozen. I been a member over a year with averified account, an then this happens.
Company Response:
State: CA
Zip: 92868
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I tried to transfer money to my Venmo debit card. After multiple attempts to add the money ( which Ive done many times before ) I received an email stating that my account is suspended. I have almost {$500.00} in that account and they are trying to steal it from me! I contacted them through email and was told to send a picture of my ID card. I did that. They are now requiring me to send a monthly statement to prove I own the account which Im trying to get unsuspended. Venmo only sends me quarterly statements and when I try to open said statement, the document is no longer available to me. So I cant send the statement and they are still keeping my money from me and refusing to give it back. I dont understand how my ID wasnt sufficient enough, seeing as they have a record of my statements. If my identity has already been verified by Venmo why am I being forced to jump through hoops now?! My bills are late and my power is scheduled to be shut off Monday XX/XX/XXXX if its not paid this week. I need my money! The email address I have on file with Venmo is XXXX XXXX
Company Response:
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX XXXX charged me for no reason resulting in my account being closed, i would like reimbursement separately, paypal has refused to reimburse me for money that was sent to the wrong bank account ( an account that was never opened so the money was not received ) at XXXX
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: Hi my name is XXXX XXXX, I am the owner of my Venmo acct, with routing XXXX ; an account XXXX. My account was CLOSED for zero reason an no explanation given. Also i had a total of over XXXX $ from my tax return in there. I tried calling, emailing, ect .... Still no REASON as to why my funds are frozen. I been a member a while with verified account, an then this happens. believe when I verified my identity I put the wrong email an it triggered the system. I emailed them all the correct info including a selfie of me, since the first request was to prove my identity, an still nothing.
Company Response:
State: CA
Zip: 92868
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I requested the routing number and the account number of my business Venmo account. The only available support method to make this request was Venmo chat within their mobile application. I chatted with a XXXX XXXX She cited company policy and stated the direct deposit was not available, refusing to provide me with my routing number and account number. As I understand it, I am entitled to know my routing number and account number. As I understand it, Venmo, and PayPal, its parent company, our essentially new interfaces for traditional bank accounts. I refusing to provide me with my routing number, and account number, Venmo forces, anyone wanting to pay my business to use their Venmo Processing service and charge a processing fee.
Company Response:
State: TX
Zip: 78741
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On several occasions I have bought different types of cryptocurrency from pay pal. Some of the time I am able to buy crypto and send it to an external wallet immediately after purchase without problem. But there have been several occasions when I could not send my crypto to any external wallet even when my account is in good standing with no limitations and it is a valid crypto address Im sending to. I receive and error message stating there was a problem and trying to send again may fix this problem. But when this happens it can last for days and even weeks and in that time my money is subject to the volatility of the crypto market if I choose to leave it in crypto or I am forced to pay PayPal a fee to sell. When I inform customer service of this problem Im told it is a security measure put in place to protect my account even though the error message I receive is stating its a problem and even siting what may fix the problem. Several times I have been forced to sell my crypto to be able to pay merchants or send to any external wallet and have never had any issues when I am selling it only when trying to send it. Each time I have to sell PayPal charges a XXXX $ fee. I feel like if I need to buy and send crypto paypal can force me to have to pay their fees by refusing to send it. So Im having to pay fees to buy them. pay fees to sell them and pay fees again to buy on another platform just to be able to send money. When I ask customer service to check into why Im unable to send the crypto Ive bought, Im told I to just sell my crypto and try again. This happened most recently on XX/XX/XXXX I bought XXXX $ of XXXX for XXXX and was forced to sell when when all my attempts to send failed eventually selling for XXXX and agin on XX/XX/XXXX again buying XXXX $ for XXXX and forced to sell for XXXX. These are not isolated incidents. I have had this happen with XXXX XXXX XXXX XXXX, and others. Other first time I encountered this problem I was unsure if was only XXXX so I tried a couple different times also trying on the website vs the app and all in all that day I racked up over XXXX $ in fees alone from PayPal and finally just gave up amd I was never able to send any of it. I informed customer service again who said they werent liable for any fees I incurred as this was a security measure put into place for my protection. Ive informed them several times and never get any other explanation other than it is a security measure and they are not responsible. I dont understand that if its a security measure, why I would get an error message stating that there was a problem and trying again may fix the problem. I am not the only person that has had to deal with this as I have found many complaints from others about this on PayPals website alone.
Company Response:
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Other service problem
Subissue:
Consumer Complaint: I have had an account with Venmo for over 2 years. I was using the funds I had available to use in my account. The funds were from a check I cashed from a donation from the vfw. I went to a few different stores the next 2 days where I never spent over {$150.00} and that was for groceries. Later that night I added my new debit card linked to the same bank I have used so I could transfer the remaining balance into my bank account. That is when I learned that my account was suspended. I submitted my ID as requested by Venmo and then reached out to customer service where they said they created a ticket and escalated my issue. It has now been 4 days and I have no resolution, no idea why my account was suspended and I dont have any money to my name. I am not able to work due to my XXXX XXXX XXXX XXXX XXXX XXXX XXXX and rely on what little money we can get.
Company Response:
State: FL
Zip: 32953
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In XX/XX/XXXX, someone gained unauthorized access to my Venmo account, resulting in the withdrawal of {$1000.00} from my checking account. The the hacker then attempted to use my credit card, and the CC company flagged the transaction as suspicious and contacted me, preventing any further damage. Venmo reimbursed the {$1000.00}. Since that time, I have received many emails ( often multiple times a day ) warning me of sign-in attempts to my account. I called Venmo and they told me that my account is " locked '' but not " closed ''. The only way that I can close the account is to upload to their website : 1 ) an unobscured color picture of your unexpired US government-issued ID AND 2 ) a selfie of you holding your ID I do not feel comfortable doing that because I have already been hacked once. I have spoken to several people at Venmo, and all confirm that there is nothing they can do without me sending the information above. I have no doubt that the people I have spoken to at Venmo are telling me what the company policy is, but shouldn't there be another way for me to close my account? I've closed many types of accounts over the years and have never been required to transmit this personal information. It is 18 months later and I continue to have sign-in attempts to my account. I have communicated with the following people : XX/XX/XXXX : Reached out to customer support. ( request # XXXX. ) XXXX. Account Specialist | Venmo XX/XX/XXXX : Reached out to customer support ( request # XXXX ). XXXX : Communicated with customer support members XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XX/XX/XXXX : Submitted a claim to The XXXX XXXX XXXX XXXX XXXX XXXX XXXX and was informed on XX/XX/XXXX that CFPB is the agency with oversight of this matter.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: Recently I was a victim of a work from home job opportunity which turned out to be a fraud/scam that targeted and stole all my money from linked sources to my venmo account. I contacted venmo and went through the difficult process of contacting support to file a report and dispute. Up to that point I had not had anh issues or filed any disputes, and i have been a long time customer of venmo. After over a week of back and forth with customer support and sending proof and supporting documents to prove my claim, I eventually get transferred to a sketchy " account specialist '' email with no direct phone number. The " specialist '' emails me saying that my account is suspended and something about violating venmo terms. Every other disputed transaction was approved and the others, especially the larger transactions I was scammed from were denied. It literally looks obvious that the specialist picked and chose which transactions to approve and denied the important ones. I respond to the email voicing my concerns about the investigation process and resend all my proof, police reports, screenshots, etc. Only days later to find out that my account was permanently closed and my funds locked in venmo. I am unable to contact or reach the " account specialist '' or anyone directly because they are only reachable by email. Also, they respond in an untimely manner of 7-10 business days which is not acceptable. I need help please. Venmo is neglecting to and it seems purposely avoiding their obligation to the customers.
Company Response:
State: CA
Zip: 95054
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted my bank to file a charge back against PayPal when I sent several payments for XXXX XXXX to a private seller for {$7000.00} ; The seller all of a sudden became uncooperative and even blocked me ; So item not received claim was open with my bank institution XXXX XXXX ; during the process the institutions involved was XXXX My card issuer, Visa the processor acting as the arbitrator and PayPal The money transmitter caught self-dealing. When PayPal was notified of the chargeback claim in the chargeback response form which states " If you are able to dispute the chargeback please explain why in the space provided below and provide all relevant details '' ; emphasis on the words able to ; in order to be able to dispute the validity of a chargeback PayPal being licensed by New York State to serve as an agent which is consistent with their schedule 10K SEC filing PayPal would at all times have to act on behalf of someone else ; a counterparty. And at no time can an agent represent themselves in a matter involving two parties ( self dealing ) ; PayPal has in real time disputed a chargeback absent a seller to represent and did just that when they disputed my chargeback with zero grounds to do so legally ; causing irreparable harm such as both my personal and business account being closed, delinquencies on my credit report, inventory depreciation due to lack of available funds to operate the business. PayPal, XXXX and Visa have breached their fiduciary duties to act in good faith ; In the Visa merchant guidelines it states that if the other merchant is disputing the chargeback to review it with the cardholder ; XXXX has failed to do much less act on my behalf which allowed PayPal to be successful in their rebuttal ; I provided all the laws and policies with relevance to this case ; My car issuer XXXX being the authority would dismiss my evidence and Even more egregious send me to the party that was caught self-dealing for a resolution. It's been about 80 days since I open the charge back and I don't have my money back. It seems that PayPal earns interests when they hold funds in their user pool in which they get interest from. PayPal also acquired a company which specializes in short-term loans which would be a very viable reason why they would need to challenge a dispute to hold the funds unnecessarily for 90 days or longer. The gross negligence of all three parties has caused irreparable harm to my business my personal life and is impacted my family. XXXX was aware that PayPal broke the law in self-dealing or acting to serve their own interests absent a party to represent consistent with an agent and done nothing to convey this breach to the regulating bureaus. They would then retaliate by closing my business account preventing me from uploading any more proof. I employ the regulating bodies to investigate all three institutions for this clearly perpetual scheme intentionally disenfranchise clients from a speedy resolution to regain control of their funds. Visa is accountable for turning a blind eye when the proof was right in front of their face and so is XXXX. All calls were recorded all proofs are available upon request.
Company Response:
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A