Date Received: 2023-09-30
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX our victim sent {$600.00} to a family member with PayPal through XXXX XXXX. This money was received by the family member at that time. On XX/XX/XXXX at around XXXX the family member sent {$600.00} back to our victim. An issue with the PayPal account that was associated with XXXX XXXX prevented our victim from receiving it. Our victim contacted PayPal to get this resolved, they told her " we will refund the {$600.00} back to [ the family member ] which will take a while, don't call us about it again, because we don't know when it will be complete. '' Over the course of several months our victim contacted them repeatedly to resolve this issue and still has not received a resolution. On Thursday XX/XX/XXXX we called PayPal and spoke with XXXX who was unable to find the previous calls and said our transaction number was invalid, even though we could see the transaction in the deprecated account. She created a trace over the transaction and said it would be complete within 48hours and we would receive an email, we confirmed that this included the weekend. Unfortunately that email was never received. So today we called PayPal to follow up and spoke with XXXX who was unable to find previous calls as well and could only see XXXX case that she created. We were told conflicting information regarding case numbers, transaction IDs and resolution time. According to XXXX it would take another 72 hours starting Monday, because XXXX filed the report on Friday or Thursday, she was sketchy with all details and continued to give us contradicting information, and when asked she was unwilling to provide a reference number, but did provide a PayPal ticket number. XXXX We informed them that because they would not give accurate and true information, nor a proper resolution that we have no choice, but to involve additional agencies.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I had a venmo account and a ex boyfriend who did some shady transactions- he sent me money and asked me to send back to him. When I realized that he was doing something probably illegal, I contacted Venmo to report him and provided his name and contact information. Venmo responded by deactivating my account. I have tried to find out why but they will not respond and have told me to not contact them again.
Company Response:
State: GA
Zip: 30606
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I used my PayPal debit card to purchase a rental vehicle after a wreck in which I was not at fault for, XXXX admitted fault 2 days after I paid the rental fees out of pocket. XXXX never refunded the full amount due after being paid from XXXX ( the at fault insurer ) and I submitted a claim to PayPal. PayPal has repeatedly not appealed the case, given me rude remarks, and refused outright to help me in a blatant case of theft although I have submitted proof. They keep telling me they will appeal the case and will contact via email but never do. This has been ongoing for months and every time I call they give me the same conversation like I never called them before. They have received the documents but have done nothing on their end to protect my account from unauthorized charges or blatant theft.
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Myself and another mom collected money for a fundraiser for our youth hockey team using Venmo. All of the funds were ultimately transferred to me. When I moved the funds to my bank account to cut a check to our organization both my account and the other user 's were frozen and subsequently permanently terminated. Venmo will not tell me specifically what I did that violated their user agreement, or give me the opportunity to explain what transaction caused the problem. There are over 30 other teams within in our hockey organization that used venmo during this fundraising period and no one else has had problems with their accounts. They have since stopped responding to my email requests, and when I call them directly I am told that I need to email my account specialist and there is nothing else that they can do for me. Their emails have been vague and only refer me to their user agreement which I have read in its entirety, but I still don't understand what I did was in violation. Direct text from their last email : We have systems in place that monitor activity on Venmo, but please note that we don't reveal information about our internal systems in order to keep these systems robust. However, I'd recommend looking over our User Agreement for information on our policies surrounding acceptable use and high risk activity. You can find our User Agreement here : https : //venmo.com/legal/us-user-agreement/.
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: I am trying to access funds from my Venmo Account. I submitted a ticket on XX/XX/2023. They seem to be giving me the run around and state they can only help via email, and that it is faster, when it is not. I asked to speak to a supervisor, but they put me on hold for over 10 minutes. Ask to reset my password, which I did, but have not received a response on why or how I can access my funds. Thank you.
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am trying to pay my rent with Venmo. My Venmo account is verified. I have 2 bank accounts linked. I am however no longer able to send funds from my primary account. It simply gives me an error that says " Payment Declined. Please try again. ". Venmo says this is due to their algorithm believing it is a fraudulent charge. They offer no support and no way for me to verify the transaction. I am a legal and legit users. Venmo is such a big part of our society these days, and this is effectively preventing me from being able to make many digital purposes. It is unacceptable that Venmo wants to be considered a legitimate financial institution, but can't resolve simple issues like that. Please help me! Thanks, XXXX
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: I own a dropshipping store ( I buy items from my supplier and ship it directly to my customers ) and I use paypal to accept payments from my store I started accepting payments from my dropshipping store around XX/XX/XXXX and my account was fully verified. On XX/XX/2023 paypal limited my account with no explanation or reason give, they asked me to fill out an assortment of information about my account and my store. I provided verified and legitimate information and I was informed by paypal that the information was legit and my account was not suspicious i just had to fill out the information that they wanted me to provide. With no explanation paypal locked my account permanently and said that I can no longer work with paypal. Even though all the information provided was legitimate and illegible, they still locked my account for no reason. When i tried contacting them on the matter why my account was locked, they gave me no valid reason and kept dodging the question. I am writing this complaint because my account was permanently limited for no valid reason and the resolution to this matter is that paypal lift the limitations set on my account because they provided No reason why my account was locked and locked my account for no reason and with no explanation when my account was fully verified.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Because I am a XXXX XXXX and I filled a complaint against XXXX because my debit card was being improperly used. I am being blocked from making all use of my account I can not transfer money, I can not send money, I can not make purchases. I have also been banned from using Paypal too PAYPAL NEVER SENT AN UPDATED CARD LIKE THEY SAID EITHER.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: On the evening of XX/XX/XXXX, I posted my treadmill for sale on XXXX for {$100.00}. That evening, XXXX XXXX contacted me and said he wanted to buy it. In the conversation, he said he would pay me with Venmo. I told he three times that I wanted to do a cash transaction, but he said he was not convenient and needed to withdraw cash. He then asked me for my Venmo account to make a reservation. I gave he my account, and after a few minutes, he asked me if I had received the money. I said I hadn't received any money, so he told me to check my email inbox. He told me to call Venmo with he to get he {$100.00} back. ( The reason is that he is a business account and my account is a personal account, so the other party must transfer {$400.00} to my account. Only after I receive the other party 's {$400.00} can I return their {$100.00}. ) I simply wanted to help her get the money back, so I called the Venmo hotline on the email, XXXXThe customer service representative asked me to contact the buyer by text message and ask them to transfer {$400.00}. So I contacted the other party and told them what the customer service representative said. Then I received an email showing that I had received the other party 's {$400.00} : He asked me to click on it, and after I clicked on it, then I was deducted {$400.00}. The Venmo customer service representative was still on the phone with me, but I realized something was wrong. I asked the customer service representative why I hadn't received the other party 's {$400.00} yet? My money was deducted instead? At this time, I was asking my husband how this strange thing happened. My husband said I was being scammed and asked me to hang up the other party 's phone. As soon as we hung up the phone, we immediately contacted my bank, XXXX, and said that I had been scammed and wanted to cancel the {$400.00} transaction. XXXX did indeed stop the transaction immediately. But your company used the funds in my Venmo account to pay this scammer! I am very disappointed and sad. The Venmo company actually helped the fraud and did not investigate the matter. The world is in chaos and there is no truth! I just don't want anyone else to get scammed, so I'm telling my story.
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXXXXXX there were six fraudulent charges made to my account totaling {$320.00}. I never received the PayPal debit card that was mailed out to replace the current one I have that is about to expire. It was stolen before I ever received it and used to to steal all the money in my Paypal account. I immediately canceled the card and filed a dispute with PayPal who did not respond until XX/XX/XXXX to deny my dispute and close them. I immediately refiled new disputes as I'm the victim of theft and fraud and my money needs to be refunded asap.
Company Response:
State: CA
Zip: 92284
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A