Date Received: 2020-12-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX I received a transaction fromXX/XX/XXXXXXXX for {$760.00}. Paypal deducted {$22.00} from this transaction without consent. I knew at the time that PayPal has two types of transactions : personal or business. This was a personal transaction and we were not looking for any " purchase protection '' that the fee provides. Knowing this, I watched the sender go through the steps to send the the money. They were using a mobile browser to access paypal.com ( not the app ). At no point were they prompted if the transaction was for " Friends and Family '' or if it was for " Business ''. The sender continued with the transaction and completed all the steps. We received the transaction on our end with the {$22.00} fee deducted from the transaction despite the best effort of 4 people watching the transaction occur. We went through each page that the website presented slowly and methodically. At no point did it ever ask if we needed purchase protection or that a fee would be applied. I will attach a screenshot of an example of a {$1.00} transaction that shows that no fees will be applied.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Hello - this morning at XXXX XXXX PST, I received an email from PayPal stating the following : After review, we decided to permanently limit your account as we found potential risk associated with it. Youll not be able to use PayPal to send and receive money or shop online. Upon seeing this email, I immediately called PayPal customer service and was told by a representative that there was nothing they could do to reverse the ban and that they could not tell me what I did wrong either. I called customer service again a few hours later and received the same exact answer. I was never given any warning or indication that I was breaking any of PayPals rules before I received this ban on my account. Additionally, I have had this account for 2 years and have used it to buy and sell on the app XXXX all while having zero issues. I would like this matter to be investigated and for my account to be opened back up for me to use.
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal has as of XX/XX/2020 started requiring the use of text or phone calls to access my account, without notice of this change. In doing so, it states that I would grant Paypal permission to call and text me for a variety of reasons. I will not grant them that access. I have never provided my phone number - it was pulled from a 3rd party transaction. Since I can not access my account, I have no way to track or manage a {$25.00} pending credit. The credit should be provided in " 5 to 7 business days ''. XX/XX/2020 was the 5th business day. Paypal refused to process the credit or provide any explanation for requiring 7 business days. I spent 5 hours on the phone attempting to resolve this issue. I was hung up on once. I spent at least three quarters of that time on hold. I spoke to 4 different individuals from CSR to Manager and I had to re-explain the entire situation to every one of them. They refused to provide a direct callback number so I could follow up on the 7th day. So I can waste another 5 hours.
Company Response:
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My complaint is about Venmo. I believe they have unfairly frozen my account for either some kind of technical glitch, or a basic app design flaw on their part, for which I have been blocked access to my own money to make vital payments. In XXXX of this year, I switched my checking account from XXXX XXXX XXXX to XXXX. On XX/XX/XXXX, I updated my bank account in the Venmo app and set the new XXXX checking account as my primary payment option. I've attached as " Email 1 '' a record of adding my new account to Venmo. As soon as the following day, I was using this account for payments and bank transfers when I received funds. I've attached the first verification of transferring funds as " Email 2 '' for reference. For three months, this was the default payment option and I made all payments to peers from this bank account, and received funds from peers that transferred to this bank account. On XX/XX/XXXX, I made a purchase through the XXXX app that had payment through Venmo as it's selected option. ( As an aside, I'm not exactly sure why this was my setting on XXXX. Perhaps because I had redownloaded the app and the payment got reset, for some reason, because I had been paying through a credit card for Seamless purchases ). For some reason, Venmo charged this purchase to my previous XXXX XXXX XXXX bank account, rather than the new XXXX account that I had added to my venmo account and selected as the default payment, which I had since closed. Typically, when you purchase something through Venmo, it will show you where the payment is coming from. I didn't get any such notification, perhaps because it had been purchased through the XXXX app. A week later ( during the same week I had been using my venmo account for peer to peer payments without issue, all through the XXXX account ), I got an email notification that the purchase had not been able to go through because it had been attempted to go through my XXXX XXXX XXXX account. I've attached this as " Email 3. '' Venmo notified me that my account had been frozen as a result of this. After receiving the email, I attempted to rectify the situation by having the payment go through my XXXX account. I couldn't immediately figure out how to resolve the issue because you can't do it through the app, you have to use the website, which was onerous, but nevertheless, I directed the payment to the proper account. However, my Venmo is still frozen, and remains frozen until the payment from XXXX XXXX which is already reflected in my bank account ) finalizes for Venmo. Now, here is my main complaint. Venmo is so ubiquitious now for payment, from paying friends back and splitting the dinner bill, to business transactions and paying rent, that being frozen out of your account and unable to access your own money is an extreme and legitimate hardship. It can be humiliating to tell a friend, " I can't pay you back immediately, because my Venmo account has been frozen. '' They will think that you are struggling to pay them, or must wait for the next paycheck. However in my case, the app was frozen because of poor explanation and/or poor design of the app on Venmo 's part. I wrote -- very angrily -- to Venmo, asking why this one purchase had been linked to my previous bank account, when I had updated all payments to go through my new XXXX bank account. They told me that this was my fault, that I had not gone to various merchants within the app and updated the payment in that place. Let 's look at the Venmo app ( at least as of today, when I took screenshots of the app ; perhaps there have been changes since XXXX XXXX. In " Screenshot # 1, '' we see the settings page in the app. A reasonable person would go to Payment Methods, add their new bank account, and delete their old bank account. You can see in " Screenshot # 2, '' again this is as of today, that I have this setting for my new XXXX bank account, and a credit card. One must also go to Backup Payment, you can see the settings in " Screenshot # 3, '' and can select your new bank as the default bank account, when the balance carried within the Venmo app would not cover the charge, which I did and you can see in " Screenshot # 4 '' has my Chase checking account selected as the default, which I did back in XXXX. So, a reasonable person would believe that they are all squared away, that all payments through Venmo would go through the XXXX account, and for three months they did, until the Seamless purchase. Upon writing to Venmo, they told me this error was my fault. That I needed to go to " XXXX XXXX, '' which you can also see in " Screenshot # 3, '' and updated separately my preferred payment method via the XXXX app. ( I have since disconnected any and all merchants from my Venmo app, so this mistake never happens again ). I would argue that a reasonable person, after updating their bank account and default back up account, would believe that they were all ready to go. That it is not intuitive, nor was it written out for me to see anywhere, that I would have to update separately an account for XXXX. I don't know why the default bank account would not just be the default bank account for everything. Venmo says this was my fault, and that I should have known better. In the meantime, I have been frozen out of my account, and remain frozen out of my account. The customer service people at Venmo refuse to unfreeze my account, and I remain unable to make important payments, without access to my own money. Furthermore, as I have made many, many payments now, over the months, through my updated XXXX account, I do not know why there should be a freeze until they can " validate '' the account. In fact, I had paid through Venmo and the XXXX account, only a day before I got the email about my account being frozen. I reason that Venmo was not clear enough in how to operate their app, if not being intentionally deceiving, and that freezing people out of their accounts, in how important ( perhaps unfortunately XXXX that Venmo is to people 's personal finances, is an overly harsh punishment for users, whose only mistake was to fall into Venmo 's own carefully laid traps, and had no reason to believe they had not taken every measure they were supposed to take to update their methods of payment.
Company Response:
State: NY
Zip: 10022
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: PayPal accepted funds of XXXX from XXXX XXXX XXXX on an account that was inactivated in XX/XX/XXXX. They DID NOT contact me by email or phone with instructions on how to get the funds. The account is inactive, to activate I would need to add new credit card and bank statement. This is a violation of my privacy, and I DO NOT want a PAYPAL account. They contacted me today, the FIRST Time since XXXX XXXX transferred the money on XX/XX/XXXX. They have sent two account statements indicating that I have a XXXX Balance. I would like PAYPAL to send the money, I do not want to use PAYPAL, store the money with PAYPAL, give PAYPAL a bank statement or credit card information. The account is inactive because I DO NOT use PAYPAL. They noted that the account was created in XX/XX/XXXX and inactive since XX/XX/XXXX. I DO NOT want to be compelled to use PAYPAL because they accepted money on an account that was closed, and then did not contact me to make arrangements to get the money. I have contacted them several times and also have attempted to login. I can login, but then they are asking me to upload a bank statement and additional information. If the inference is that once you open a PAYPAL account you can never close it, that seems illegal. PAYPAL has not contacted me about this matter, telephonically or by email. They have a message that they are busy and it is best to contact them using their website. It is difficult to get through to them, and I can not send a message through their website without uploading personal information they are asking for to reactivate my account. I DO NOT want my account reactivated!. I WANT my money. They SHOULD NOT have accepted and not notified me, since the account is inactive. They response they provided is inaccurate and does not address the issue. I WANT the money they were sent, and they are not facilitating me getting the money from them.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX, XXXX/PYP add a hard inquiry on my credit report per XXXX. On XX/XX/XXXX, XXXX XXXX add a hard inquiries on my credit reports per XXXX, XXXX ( The report does not include information about the creditor. ) and XXXX. On XX/XX/XXXXXXXX XXXX XXXX add a hard inquiries on my credit reports per XXXX on, XXXX ( The report does not include information about the creditor. ) and XXXX. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/13 I contacted a supposed golden doodle dog breeder that had both an XXXX and XXXX page. I inquired about a puppy and they told me they had some. They asked for XXXX but to send a XXXX dollar deposit. They asked me questions and had me fill out questions about myself ( my address, phone, email, etc ). They asked me to send the deposit via PayPal as friends and families because that way I paid the fee and not them. I was told they would meet me in XXXX Ohio with my new pup. I sent the money through PayPal and I quickly learned after that I was scammed. There are no puppies. The sites are fake. The address they gave me is a home that belongs to a woman in Oklahoma who has filed numverous complaints because ppl keep showing up at her house demanding dogs. I have proof of all of this. I reported it to the FTC. PayPal refuses to refund me. They sent me a message to get the money from XXXX XXXX XXXX my bank. XXXX XXXX XXXX denied my claim because they said to take it up with PayPal. PayPal refuses to protect me. They say I sent it to a friend or family .... I absolutely did not. The fake breeder is under XXXX on XXXX and under XXXX XXXX XXXX on XXXX. They took XXXX dollars from me.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have submitted all my personal information to Venmo and emailed them numerous times. They finally have contacted me back today and stated they still could not give proper reasoning to why my account is closed. I want full details or my account reopened.
Company Response:
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2020 I received an email from Paypal telling me " Checking out with PayPal just got easier XXXX XXXX XXXX - XXXX Since we recognize this device, we'll automatically log you in so you can skip typing your password at checkout. " This is called their " auto login '' feature. I do not want it. I turned it off and complained that this is a security breach, I WANT this device to be required to enter a password at checkout. I asked them to promise not to do this again without asking me first. I have been corresponding with paypal thru their message center since late XXXX. They admit sending the email. They don't admit it is a security breach and they don't say they won't do it again. Instead they offer answers to a dozen other problems which I don't have. They refuse to discuss the problem I have described, they offer only irrelevant answers.
Company Response:
State: TN
Zip: 37743
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I purchased a phone awhile back, and it arrived soon after but had to purchase a charger separate and wait for it to arrive. Once turning the phone on and using it, I noticed some issues arise. First, the USB slot had issues recognizing the charger or other dongles. Then I noticed phantom touches where the screen would tap by itself. The advertisement for the phone said it was in good condition with no issues whatsoever, and it clearly has issues. I tried searching the website where I purchased it from to get a refund, but there was no way. So, I was forced to refund via PayPal, and they managed to get in touch with the seller. I then demanded a refund for the falsely advertised broken device, in which they agreed with but never sent me anything in order to ship the item back. There is a full chat history to prove it. After some time and still nothing from the scammer, PayPal closed my case. This is straight up fraud and both XXXX and PayPal should be held responsible. I would also like my money back for a product I never got, which was a WORKING phone. The device at hand was {$170.00}.
Company Response:
State: IN
Zip: 46143
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A