Date Received: 2023-03-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, 2023 I attempted to purchase an item for {$86.00} from a website. I used Paypal to complete the purchase. I did not realize until it was too late that the website directed me to a Paypal portal that I was unfamiliar with and where the monies were withdrawn from my account immediately and I would not have the normal Paypal protections to insure I would receive the item or my money would be refunded. I immediately relogged back into my paypal account and tried to cancel the transaction. On the paypal site I was able to send the seller a message to cancel the item. I did this but I have not received any notice back from the seller that the transaction was canceled or any conformation that I would receive the item I purchased. I attempted to file a complaint on the paypal wedsite resolution center but was not able to do so because of the way the payment was made. I called paypal and spoke with customer service and was told also that because of the way the payment was made there was nothing they could do. The customer service gentleman told me to be more careful in the future. I told him there website showed that the payment was still pending and why can't he put a hold on the payment until the issue is resolved. I told him I felt I was tricked by the website into making that type payment and I felt Paypal should have better protections on their website for the consumer. He said he would pass my concerns on to higher management. I feel the website I went to is a scam. I used paypal to pay for my internet purchases because I thought I would have protection from them from scammers. I feel the scammers found a loophole in Paypal 's payment system and are exploiting that loophole. I would like you all at CFPB to press Paypal into closing this loophole. Thank you, XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I initiated a transfer of XXXX from Venmo to my checking account on XX/XX/XXXX. Venmo says the transfer is complete. My bank never received it. Venmo says there is nothing they can do and they are keeping my money.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have a Venmo account. A person unknown to me, XXXX XXXX, accidentally paid me significant amounts of money 3 times : {$430.00} on XX/XX/23, {$670.00} on XX/XX/23, and {$650.00} on XX/XX/23. After each payment he sent a message saying it was a mistake and asking me to return the money, which I did immediately. My venmo account shows I returned the funds. Nevertheless, he initiated a dispute via his credit card. As a result, venmo took {$78.00} that was in my account and is charging me {$1000.00} to satisfy what they claim is a debt I owe. I have attempted to resolve this via emails and phone calls with venmo to no avail. Most recently I learned that apparently the payment of {$650.00} on XX/XX/23 was not disputed ( because they could see I paid him back ). The payment of {$430.00} on XX/XX/23 is apparently still under investigation and could take 75 days and is up to the credit card company, not venmo. The payment of {$670.00} on XX/XX/23 has been resolved in favor of XXXX XXXX and per venmo, they can not do anything further because it was initiated by a credit card company. I have asked for information about the bank, the CC, or XXXX XXXX so I can contact any of them directly to resolve the dispute but they provide no contact information for anyone.
Company Response:
State: OH
Zip: 44106
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Dear Sir/Madam, I am writing to formally request your assistance with a matter concerning a fraudulent transaction that occurred on my PayPal account in 2019. The transaction in question was initiated by XXXX XXXX, and despite my efforts to dispute the transaction through PayPal, they have denied my dispute and are now attempting to send me to collections. On around XX/XX/2019, I noticed an unauthorized charge on my PayPal account for {$300.00}. I immediately reported the transaction as fraudulent and initiated a dispute with PayPal. Despite providing all the necessary documentation and evidence to support my claim, PayPal denied my dispute, citing insufficient evidence of fraud. Since then, I have attempted to resolve the issue by contacting XXXX XXXX and providing them with the same documentation, but they have been unresponsive and uncooperative. As a result, the unpaid balance remains on my account, and PayPal is now threatening to send me to collections. As a consumer, I have made every effort to resolve this issue directly with both PayPal and XXXX XXXX, but my attempts have been met with resistance and denial. I am requesting the intervention of the Consumer Financial Protection Bureau to help me resolve this matter, as I firmly believe that I am not responsible for this fraudulent transaction and should not be held liable for the associated charges.
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: Paypal emailed me today XX/XX/2023 at around XXXX Eastern time telling me that some sort of balance was going to be transferred to XXXX and did not specify any additional details on how to reach out to this organization or on how to even discuss the alleged " amount '' that was owed. After speaking to an agent there was an unidentified {$30.00} balance on the account and Paypal has not sent any mailed communication or phone call to me notifying me that any amount was owed or where the charge even originated from. I have called Paypal many times before trying to rectify with them why I could never access my account though they never answered in a timely fashion every time I called.
Company Response:
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 I was scammed for concert tickets through XXXX XXXX To transfer money I used Venmo. I paid them {$500.00} and they never sent any tickets. I looked into their account and it is a scammer account. I contacted Venmo and they said they will put in a claim but do not think I will receive a refund. I then contacted my bank and they said to contact Venmo that they could not do anything because it was a cash based transaction.
Company Response:
State: OK
Zip: 73401
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/ at XXXX XXXX, PayPal processed my monthly XXXX credit card bill payment, as scheduled through their " Bill Pay feature, resulting in a {$800.00} debit from my XXXX bank checking account. After that, two different issues arose which have yet to be resolved, despite the fourteen hours over the past seven stressful months I have spent on the phone asking for a resolution and following every direction given by PayPal. The first issue arose minutes later. Following the first {$800.00} debit, PayPal made a second, third, and fourth {$800.00} debit from my checking account at XXXX XXXX XXXX XXXX, and XXXX XXXX debiting {$2400.00} more from my checking account than I had scheduled. After being notified about these transactions, I called PayPal aXXXX XXXX XXXX and while I was not provided an explanation for this error, I was assured that there would not be any more redundant transactions. Of note, I received two emails as receipts for two of the {$800.00} payments but never received any for the remaining two. The second issue arose days later. After waiting until XX/XX/XXXX, I saw that the four {$800.00} transactions had been posted, for a total of {$3200.00} debited from my XXXX bank checking account. However, only {$1600.00} had been received by XXXX from PayPal in the form of two {$800.00} payments. I called PayPal on XX/XX/XXXX, spoke with a representative, and explained that only half of the money taken from my checking account was received by XXXX. The PayPal representative claimed that the transactions appeared to have been successful from PayPals end and directed me to contact XXXX and request a trace performed to find the remaining {$1600.00}, which I did. On XX/XX/XXXX, my wife ( the primary account holder for the XXXX credit card account ) received a letter addressed to her regarding the investigation to trace the payments, stating that only two payments of {$800.00} each were received on XX/XX/XXXX. On XX/XX/XXXX, I called XXXX and was provided the same information over the phone. On XX/XX/XXXX, I called PayPal and spoke with a representative about the errant and redundant transactions on XX/XX/XXXX, the missing {$1600.00}, and XXXX response. I was then directed to contact XXXX bank and request a chargeback for all four unauthorized {$800.00} transactions, which I did. On XX/XX/XXXX, I received an email from XXXX stating Based on our investigation, we do not find that an error has occurred. Therefore, no funds will be credited to your account as a result of your claim and this matter is considered closed. On XX/XX/XXXX, I called PayPal and spoke with a representative about the results of the XXXX investigation. I was directed to appeal the results and that PayPal would communicate directly with XXXX bank about the investigation into the unauthorized transactions, which I did. On XX/XX/XXXX, I called PayPal after not seeing any changes to the status of the XXXX claims opened up as part of the investigation. I was directed to wait until 75 days had elapsed after the claims were opened, which I did. On XX/XX/XXXX, I called PayPal after more than 75 days had elapsed after the claims were opened and they directed me to contact XXXX as there were no updates to provide. On XX/XX/XXXX, I called XXXX and was told that there was no further documentation provided by PayPal to change the result of the investigations opened in XXXX. On XX/XX/XXXX, I called PayPal and requested that the claims be escalated as I had done everything I was directed to by PayPal representatives and I still did not have my {$1600.00} back. I was told I would receive communication about the claims after escalation, but I did not. On XX/XX/XXXX, I called PayPal and explained that I had not received any communication about the escalation of the claims, and was told the claims would be escalated again, but I did not receive any further communication. On XX/XX/XXXX, I called PayPal and spoke with a supervisor in the chargeback department. I was told that a trace could be performed by PayPal into the two {$800.00} payments to XXXX that were never received by XXXX. I was told I would receive communication about the results of the trace within XXXX hours, but I did not. On XX/XX/XXXX, I called PayPal and spoke with a supervisor in the chargeback department. I was told that the trace into the missing payments would not take 40 hours, but instead would take 5-7 calendar days and a maximum of XXXX calendar days from XX/XX/XXXX. I was directed to call back if I did not receive communication about the results of the trace. I did not receive communication after more than 30 days. On XX/XX/XXXX, I called PayPal and spoke with a supervisor in the chargeback department. I was told that the trace was not performed and I was directed to contact XXXX bank and ask to again appeal the results of the claim opened in XXXX and to provide an updated reason code of duplicate instead of unauthorized, which I did. On XX/XX/XXXX, I received an email from XXXX bank where, despite my appealing the XXXX case on the basis of an updated reason code, the final determination remained : we still have concluded that no error occurred. On XX/XX/XXXX, I called PayPal and provided this information to a representative who explained that a supervisor in the chargeback department was unavailable. The representative said that they would provide this information to a supervisor and that I should receive communication from them with further direction. After two weeks, I have not. It has been over 200 days since PayPal debited four times the amount I requested and failed to deliver half of that money to the intended recipient. I have not seen the missing funds, despite my taking every action PayPal has directed me to.
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Paypal keeps using security as an excuse to not give me my funds. My funds came from my federal tax return, and fafsa refunds. I've been calling paypal since XX/XX/2023 trying to get my funds transferred into my bank account and everytime i call they have different excuses about why i can't access my money and why they've locked my account down. I've been calling everyday trying to get this resolved.
Company Response:
State: KY
Zip: 40160
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I purchased a {$2500.00} Tv with website XXXX that used a retailer named XXXXXXXX XXXX and paypal as the merchant bank, this was back in XXXX, XXXX. I had issues with the merchant XXXX XXXX, I placed a charge back with my bank. The merchant XXXX XXXX agreed to work with me and asked me to cancel the charge back. I cancelled the charge back but the merchant states that PayPal bank refuses to close the charge back case from early XXXX, XXXX XXXX XXXX and PayPal Bank are refusing to refund me the money. I have reached out to my bank and they have done internal review to prove there is nothing they can do and case is closed on my end. Merchant states they can not issue a refund check until PayPal closes case and PayPal refuses to discuses case with me. Merchant states PayPal is giving them the run around as well. PayPal Banks behavior is poor and unprofessional.
Company Response:
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have 2 pending transactions for XXXX for each stay at a XXXX XXXX XXXX stay in which the room and tax has already finalized and the incidentals held were released from the hotel but has not been released from Venmo. In their policies it states that I would need to wait 30 days for the hotel business to finalize. The dates of my stats are XXXX XXXX XXXX as well as XXXX XXXX XXXX. I have contacted Venmo on numerous occasions and they keep telling me that they will make a claim, have someone email me, and make it right. I still have not received any of my money and I dont know what to do.
Company Response:
State: CA
Zip: 95240
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A