Date Received: 2023-09-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: My account was hacked and I filed a dispute back in XXXX and I was trying to add information to them disputes but I was not able to my dispute was filed one day then the next day it said that the dispute was found valid so I waited to file another dispute because I did receive a email saying that my account has been flagged I was not going to let a theft happen with my hard earned money I had to file a police report which took me a while because my identity had been stolen and I wlhave been working with many different creditors and companies trying to gather information when I filed a dispute in XXXX paypal found all the dispute in my favor and said they were unauthorized so I did no wrong I still wasn't able to provide information that helped my case but the case was ruled in my favor and after it was ruled in my favor my account was shut down then a 10 second review my account was immediately banned and my money is being held I have attached a police report which shows that my identity has been stolen and my accounts have been compromised so if I need to provide more information that helps my case and get my account unlocked I have more information that proves further in depth that I have had my identity stolen and accounts hacked have sent as much information as I can the only question I have is my did paypal choose to dispute some of the items I disputed back in XXXX and close majority of the items saying no error occurred and I was abusing the system back in XXXX I was never allowed to give any additional documentation to help my case it was reviewed in 1 day and said no I know my case has not been reviewed because I never was allowed to send additional information when I disputed the items a second time so within 1 day paypal found that everything I disputed was intact fraudulent without me ever sending any additional information but also closed all cases in my favor and locked my account I just want to know why I wasn't able to provide information the first time because my account would not have been locked if I could have provided a legally binding document like an police report which states that I was a victim of identity theft and had my identity stolen
Company Response:
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: Please reference Complaint XXXX and the attached response for that complaint for the original occurrence of this Venmo outage. I'm filing this new complaint with CFPB to share : ( XXXX ) the issue is still ongoing and ; ( XXXX ) Venmo has been caught lying to the CFPB in its prior correspondence. Specifically, I was again locked out of my Venmo account on or around XX/XX/XXXX. I called Venmo support and the agent explained it's a known " glitch '' on their end, there's nothing the customer can do, when a customer has the " glitch '' it tends to come back, and customers just need to call back when it happens for them to apply the fix again. The agent put me on hold and after a little back and forth I was able to log into my account again. Note in the prior CFPB complaint, Venmo represented to CFPB that there was no outage and that the account lockout experienced was a security measure, not an error. Venmo also represented that it was acting in good faith.
Company Response:
State: WA
Zip: 98199
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I received and email that my venmo account was restricted. I requested the reason why, after making sure I have not done anything against their terms. I have no violated any of them. They refuse to provide information as to why, or let me appeal. They send generic emails giving links to the same things that do not pertain to me.
Company Response:
State: WA
Zip: 98292
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I sent money through venmo and realized it was a scam. Venmo said they could not help and did not support in suspending the account or recovering anything from the scammer.
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem adding money
Subissue:
Consumer Complaint: Hi, we received money from our customers on XX/XX/XXXX for {$9200.00} including paypal fees. But unfortunately Paypal put that money on hold. I tried to reach them to solve the problem, but they keep saying that i have to wait 180 days to release my money.
Company Response:
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 I made a transfer from my Venmo account ( XXXX XXXX ). It automatically transferred an account connected with my Venmo account. However, the account was closed. I was able to get the bank statement which clearly shows XXXX returned the money. However, it was not returned to my Venmo account. I talked with Venmo three times, and they are telling me they have power to help resolve the problem because the bank received the transfer. Venmo sent an email, with instructions. ( I attached the email from Venmo as well as the statement from XXXX XXXX. ) However, that was an account my ex-husband had prior to our marriage so I still can not get answers. I was forced to borrow the money from a pay day loan place to pay my rent. I had to borrow money from a pay day lender to make my payment. I believe that Venmo has the responsibility and the capability to trace the transaction and ensure that it is returned to my account since XXXX returned the " transfer ''. The deposit on the bank statement is for {$2200.00}. Please help me resolve this. Thank you. XXXX XXXX
Company Response:
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Venmo has an incorrect birthdate on file for me. When I tried to correct the issue they just kept pushing their debit card application rather than fixing my information. They told me I passed their verification process so there was nothing anyone could do.
Company Response:
State: MT
Zip: 597XX
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I created a Paypal business account in XXXX The email address connected is ( XXXX ). My intentions for having used this account was to make sales via XXXXXXXX XXXX @ XXXX, and pay for invoices along with online payments. Everything was operating as planned, I made a XXXX sales on XXXX, all were successful transactions. Within this period of time I had lot of expenses and my current cashflow was not great. The way XXXX and Paypal cooperate is, XXXX holds payments for 3 business days to confirm delivery and the buyer is happy with their purchase, then they proceed to send the payment to Paypal and I'm then hit with another delay of 1 business day. So although a package could have been delivered 4 days ago, once Paypal received the payment from XXXX, in the system it took time to acknowledge I had already shipped the item, and the goods were delivered. Therefore I called Paypal support multiple times asking to have my funds released as I was in need of my money. I thought working under the basis of knowing the items I requested to have funds released were packages already delivered well after the XXXX business day of delivery I felt justified in my request. This was up until XX/XX/XXXX. I called Paypal support on XX/XX/XXXX requesting to have my funds released for two sales. I spoke with one agent who later transferred to a very nice lady who after 30 minutes said the funds were requested and approved to be released. This can be verified if you were to listen back to the recorded phone call. Though after waiting about 2 hours that didn't occur. So I called back and spoke with a supervisor named XXXX, agent # XXXX. She told me on the phone call she was going to listen to my previous call about the funds being released and she said if the agent indeed said they were approved to be released she would manually resolve it for me. I was put on hold, and she came back to say I only spoke with one customer service agent, and that was categorically false, I was transferred to an additional agent who assisted me. Due to this, I got upset and said I was going to have her reported for lying to me, and I additionally reacted out of emotions while saying I hope she was fired for lying. Though I should never had said these things, I really was hopeful to have my funds released to pay a bill and it's one thing for an agent to say no, we will not release your funds, it's entirely different when you lie about something. I was never disrespectful up until she lied, I just wanted my funds, that is all After that phone call I received an email about 1 hour after saying my account was deactivated. I feel confident that she did something to flag my account because I said I was going to have her reported. Since having the account I did nothing else wrong, I made sales and shipped quickly. Moving forward if I can have my account back I will be perfectly okay to wait for additional time within each sale, I will not be calling in like I did in XXXX. With that said, I called the following day after XX/XX/XXXX, spoke with XXXX again and once I told her it was me from last night, she acted as though she could not hear me on the phone and hung up on me. I called back again and was told my accounts were linked to an account made in XX/XX/XXXX, and XX/XX/XXXX. This is false, and whatever link your system thinks is there is, is not accurate. If what you have is possibly someone having used my information back then, I ask you to understand this is separate matter that should be addressed. I have never had a Paypal account under my business name using it for sales like I was, therefore I request please to have my account reinstated so I can continue to sell on Grailed and make payments online. I am also a Paypal stock shareholder, with knowing the stock is near all time lows and growth being the main concern for this company within the next 5 years, I struggle to understand why these types of actions are allowed by your customer service agents? I should be considered an asset to Paypal, not a liability, and there was no reason for you to feel I was a liability, I believe XXXX did something to flag my account and then I was linked to these accounts which were never mine, nor do I have any relations with them. Look forward to your response, and having my account reinstated under the email XXXX XXXX
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: For the past two weeks, Ive been depositing {$60.00} into the account. Twice, theyre saying that my accounts been flagged for suspicious activity but its been since the account was made. They tell me to wait it out, but its been two weeks and I want access to my money. I have {$120.00} sitting in the bank. Deposited {$60.00} each ( sept. XXXX and XXXX ). Venmo, the XXXX XXXX XXXX, says they have to follow rules and theres nothing they can do and to wait a few hours after its been weeks.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: On XX/XX/2023 i purchased online using my personal paypal account to the seller ( PayPal Merchant XXXX ) i paid to the service i need through there online store here in XXXX then my debit card already deducted amounting XXXX XXXX XXXX. Then days passing by until XX/XX/2023 reach then i decided to open dispute on my paypal app on my mobile phone then i was successfully open dispute on the said transaction heres the details of my dispute Transaction details Case ID XXXX XXXX XXXX XXXXXXXX PHP Transaction ID XXXX Transaction amount XXXX PHP Transaction date XXXX XX/XX/2023 Seller name XXXX then on XX/XX/XXXX, i decided to check the status of my cased on the paypal app on my phone, showing under review, then i scrolldown the pages then i saw a new action stating escalation i click that action then i put my reason why i choose that action then suddenly im shock because paypal intentionally closed my cased without any valid reason, why my cased automatically moved to CASED CLOSED while my cased remains unresolved? It seems and smells fishy on the action commited by paypal company!!! Why they need to do such disgusting action to intentionally closed my cased without my consent? It seems like they want to run for their obligation in each client like me!!! Then im trying to still report and resolved my problem to the said transaction inside paypal! On that time im forcing to change my issue to the said transaction because paypal company intentionally closed my cased and removed the true reason why i reported my transaction on XX/XX/2023 and open dispute to the said situation!! Meaning paypal removing my rights to file my claim to the incident was happened to me. Then i had no choice to file another issue to open dispute for me to still revived my claim to the said transaction!!! Case update Thanks for contacting us about your case. Based on the information we received we are changing the reason for filing this case.You submitted your claim because you were not charged correctly for this transaction. We will continue to investigate your case and we'll let you know if we need any further information. Transaction details Dispute Case ID XXXX XXXX XXXX XXXX PHP Dispute Amount XXXX PHP Transaction ID XXXX Transaction Date XXXX XX/XX/2023 Then after XXXX minutes of my successful changing reason to still able to get my claim paypal responds to me details below, An update on case XXXX We received a response from your merchant and have also reviewed all the details of your claim. Based on the merchants response and the information we have to date, we'll have to deny your claim. Case details Dispute Case ID XXXX Transaction amount XXXX PHP Dispute amount XXXX PHP Your transaction ID XXXX Transaction date XXXX XX/XX/2023 Then on that day im forced to take appeal on the said decision. Then today i got responds to paypal still denying my claim!!! Heres all the conversation Skip to case details Incorrect amount - Appeal I was charged the wrong amount for my purchase Case statusClosed The case was closed as this transaction is ineligible for PayPal Purchase Protection. Your responses XXXX XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX You provided the following supporting info. Invoice coming to seller XXXX proof that i sent wrong amount. I hope that is enough to stand my claim. Dont deny my claim dont take advantage small individual people like me. Anything elsed please let me know i will do my best to prove my claim is legit XXXX invoice XXXX XXXX XX/XX/2023 at XXXX PM XXXX You provided additional info. Really? My purchased is ineligible for PayPal Purchase Protection? Why i choose to use paypal for buying online? If you are saying i dont have purchased protection? XXXX XXXX XX/XX/2023 at XXXXXXXX XXXX XXXX You provided additional info. Why you forced and intentionally closed my open dispute on this payment? I cant understand your action!!! You taking advantages to individual like me!!!! Why you need to do such thing? And why you telling and stating to the cased history The case was closed as this transaction is ineligible for PayPal Purchase Protection? Can you please answer me regarding on these? Why you stealing my rights now? XXXX XX/XX/2023 at XXXX XXXX XXXX You provided additional info. Can you please clear it up to me!!! Why you are stating The case was closed as this transaction is ineligible for PayPal Purchase Protection??? Why you can easily say all of these? This case force to close by your side!!! For you there not to fulfill your obligation to a costumers like me. After i paid that goods and services i really know and understand my protection!!!! XXXX XXXX XX/XX/2023 at XXXXXXXX XXXX XXXX You provided additional info. Heres the screenshot coming from maruli on the day that i have paid to them. Why you stated on your decision this cased are closed because this purchase is uneligible of buyer protection? Are you kidding me? Do you think we dont know why we use and attracted to used paypal as a payment option because it safe and buyer have enough protection!! And now you are saying uneligible? Why you need to say like that to run for your obligation? Come on!!!! You are so wise!!!! Sender maruli proof of payment receivedXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You provided additional info. Why you need to closed my open dispute in the first placed? I decided to escalate this issue to you there but you are taking advantage of my action to turning closed this cased!!!! Why? Why your so tricky and making force to do such an action? XXXX XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX You provided additional info. Please dont denied my dispute on this!!!! Contact XXXX XXXX or email them. They are trying to scam me. Then now you are going to declined my claim? How could you paypal? XXXX XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX You provided additional info. Are you joking to me? Show me the reply of the seller that you telling me that stores denying my claim? Send me the proof or i will escalate this to business bureau. XXXX XXXX XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX You appealed the outcome of this case by providing the following additional info. Why you trying to run your obligation to me? I was filling and escalating this issue but you are intentionally denying my claim. XXXX XXXX XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX You provided additional info. That is my proof. XXXX XXXX XX/XX/2023 at XXXXXXXX XXXX XXXX You escalated this issue. Escalation info Because seller phone number are not active until now. even the stores they have before they already dissapear in the market online. Case details Case ID : XXXX XXXX XXXX XXXX PHP Seller info : XXXX XXXX Shipping address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date reported : XXXX XX/XX/2023 Transaction reported XXXX XXXXXXXX XXXX XXXX, Money Sent Transaction ID : XXXX XXXX PHP Additional Info Your note : I can not received the service Correct amount : XXXX PHP Case History XXXX XXXX You filed an appeal XXXX XXXX The case was closed as this transaction is ineligible for PayPal Purchase Protection. XXXX XXXX You escalated to PayPal Your conversation with XXXX That is all conversation we had as of today. Please help me to still get my claim. Paypal still taking advantage and manipulating small people like me. My PAYPAL account corresponding to this problem and issue is XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A