Date Received: 2020-09-02
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: This is the second time in a few weeks that Venmo does not let me transfer money without valid explanation nor a solution to fix the issue. They just say that my transfer is being declined due to security issues, even though I am " friend '' with the person to whom I send money. There is no way to resolve the issue according to the " chat agent ''. Basically the answer I keep getting is " if you cant transfer money with us try another means ''. Here is the answer from the supervisor below : XXXX XXXX ( Venmo ) XX/XX/2020, XXXX XXXX XXXX Hey XXXX, My name is XXXX, one of the supervisors here in Venmo. I'm really sorry you weren't able to use your Venmo to pay XXXX today. If I were in your situation, I'd totally feel the same way. Im happy to share more information about this process as well as some steps you can take in this situation. All payments are reviewed, so there is no overall account status that I can adjust even as a supervisor, and there isnt a timeline I can provide. We, unfortunately, do not receive exact reasons for an internal risk decline. These declines are automated and in order to minimize risk, we are unable to override them. Similar to how your bank evaluates your credit card transactions, Venmo has a robust risk platform that takes many factors into account when reviewing transactions. In this case, the risk scoring process declined this transaction. You may try to make the payment again at a later time, but I can not guarantee it will work. You may also try a different payment method, which will be subject to the same internal reviews. I sincerely apologize for any inconvenience this may be causing, and wish there was more we could do to help! Best, XXXX XXXX | Venmo Support
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: In XXXX I purchased a hammock with stand from XXXX with Paypal.. When I received the product I saw that they sent me a hammock only without a stand. I immediately contacted seller and they told me what they sent me is correct. I contacted Paypal to tell them that the order sent was not as described. I ordered 2 items the hammock and stand and only received one, hammock. Paypal closed the case without regards to the incomplete order I received. I told Paypal, I already sent back the hammock to the company 's agent that was listed on the return address label since that was the only address I had of the company. I emailed the company on 3 different occasions asking for their address and 3 times they refused to give it to me. So how can I return an item in a timely manner if the company themselves refuse to give it? Paypal by not looking at the evidence closed the case and said I proactively returned the item and the dispute case I opened up with them is now closed. I was never aware the company I purchased from is located in XXXX. On their website it states they operate in XXXX under XXXX laws. The address label for return was sent from the US. I asked the company through emails what was the return address 3 times and 3 times they refused to give it. How am I suppose to know that they are located in XXXX and to return it to XXXX? Also, in their email to me the company said that they return 10 % of my money so I won't have to go through the trouble of an expensive shipping fee. This is the scam they used so they can keep 90 % of your money with the trick of telling you that shipping is very expensive. DON'T BUY FROM XXXX ADS. DON'T USE PAYPAL. NEVER AGAIN. LESSON LEARNED.
Company Response:
State: CA
Zip: 90505
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Problems with the incompetent company known as PayPal once again. This time they have " lost '' for payments totaling over {$800.00} dollars. The ID # s for the items sold on XXXX and the amounts are as follows. ID # XXXX in the amount of {$400.00}, ID # XXXX in the amount of {$70.00}, ID # XXXX in the amount of {$260.00}, ID # XXXX in the amount of {$79.00}. Paypal will give the excuse that they do not have personnel dedicated to resolving issues due to COVID 19. I did not know that you could catch the disease from a telephone conversation. Who knew?? Every effort needs to be taken to run the flim flam operation known as PayPal out of business. They have absolutely no business handling financial transactions of ANY nature. Complete incompetence. Thank you for your assistance. Kindest Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
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 filed a dispute complaint to PayPal about an unauthorized charge to my paypal account through my PayPal account. I was notified by PayPal that my claim is denied and I has the right to obtain the supporting document for their decision. I followed their instruction asking for the document ; and then, PayPal changes their statement and told me that the related documents can only be requested by USPS mail ( not by email or phone call ). I strongly believe PayPal is artificially creating procedure difficulties to block customers from obtaining critical documents.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I did my ny state unemployment with state benefits the state gave me back pay and in direct deposited to my account. They gave me a XXXX $ balance I go take off XXXX then another XXXX $ so I can have XXXX ) because if the XXXX $ cap limitation limit. My car payment was XXXX $ next I needed gas so I tried to get gas card declined.. then. Go home I try to pay rent XXXX $ denied. We have been waiting on unemployment money for weeks and PayPal close my account with my money in it. I need to pay my bills during the corona virus.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020 I received an email from PayPal that I had changed my email on my account. I did not, and have a two step verification process on my account to try and avoid this. It did not work. Strangely, in the next few hours 45 fraudulent transactions went through my PayPal account. I was notified through my email account that I had attached to PayPal. Before these transactions, I had a XXXX balance in my account. When I realized what was happening in the morning, I logged into my account, changed my password, and reported 40 of the transactions as fraud.At this point my account suddenly had a negative balance of {$900.00}. These 40 transactions showed as completed in my account which was why I could report them as fraud. The transactions were both money coming in, and going out of my account. There were groups of transactions going to the same person. 5 transactions were pending, and were attempts to add money to my PayPal account, all from the same person. I was not able to report these since they were not completed transactions. I don't know if this is a legit actual person. At this point I had already used the " contact us '' option which starts as a virtual assistant. I told them of the fraud, and asked them to resolve it. They said they were on it. Those five transactions that were pending did not get resolved. Me being logical, I figured since they were attempting to add money to my account, that I would refund the person, and it should cancel each other out. Wrong! Instead of reversing the transactions, they pulled the money from my checking account until it was at XXXX, and my bank declined the rest of the attempts. At this point I blocked PayPal from my checking account, my credit card associated with my PayPal account, and all my other credit cards just to be safe. It's now been over a month since the original transactions. PayPal shows online that most of these transactions were reported as fraud, they ruled in my favor, but my balance on my account has not changed. My account is now negative over {$7000.00}. I have tried to call. Waited online for 2 hours, finally had to give up. I have sent many messages. I've printed out around 20 pages documenting our communications. I have asked repeatedly to talk to someone from PayPal. No luck. Even when several of their reps have said someone would call me in the next 24-48 hours, no one ever does. I am now getting emails from their collections department. Surprise! When I called the number they provided, I got someone on the phone! I have responded to their collections department several times. Each time I say all transactions were fraud, and I will not be giving them anything. All I want is my account to be at XXXX so I can close it! I can not close it due to the restrictions they have placed on my account. I am so frustrated! They are no help. I can't believe I trusted this service with my money. I am willing to provide any additional information or details if needed. I'm at a loss. Any help you could give me would be greatly appreciated.
Company Response:
State: OR
Zip: 97045
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I made a purchase with XXXX they sent my order to he wrong state and person And have been asking Pay pal to have me return the item back to XXXX from the wrong address 1,300 miles from my house. pay pals staff have been insulting degrading refused to honor their pledge to pay a refund and go after the vendor if the vendor/seller refuses to pay a refund after returning an Item. I did receive an item from California I returned it to that sleers store in XXXX XXXX. where it came from Pay pal has discussed the other person who received my orders refund with me more than twice now.
Company Response:
State: AR
Zip: 719XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Saturday XX/XX/XXXX I logged into PayPal and discovered an unauthorized pending transfer from my linked bank account to the PayPal Cash account. Someone had also changed the default language so I couldn't easily navigate the problems, and they changed the default telephone number. I attempted to delete my credit cards and bank account from their system, but once I had reported the fraud I was unable to make any changes. There is currently no live phone support, even for *in progress fraud* at PayPal. While I discovered this pending {$1000.00} theft attempt, I tried unsuccessfully to reach anyone at PayPal who could help. As a result, {$1000.00} was stolen from my bank account that day. The chat support was completely ineffective ; I spent *five hours* on Saturday trying to explain the problem to multiple chat reps, but each response took between 15 minutes to two hours to get someone to respond, and each person who responded was unaware of the issues described in the ongoing thread so I had to re-explain and ask the same questions to each person, all without a resolution. While the fraudulent transfer was still pending I put a stop payment for PayPal transactions with my bank, but the thieves changed their name so the transfer wasn't recognized and stopped by my bank. This could have been avoided if someone at PayPal could have helped me on Saturday. I can not delete my PayPal account because there is an active fraud investigation now, so my account is vulnerable and there is no one out there to help. Yesterday I received an automated message from PayPal that the money was refunded to my account, but it didn't solve my problem trying to delete my credit cards and the fraudulent phone number. Because I had put a stop payment request at my bank I needed to contact PayPal again to work out an alternative to the refund transfer, because my bank won't accept it. The money is still not returned to me. Today I spent 3 1/2 hours on chat support again, with the same outcome ; no resolution. Conflicting answers about what will happen to the money when the refund goes through, no answers to the problem deleting my credit cards or the fraudulent telephone number from their system. ***Their lack of technical support constitutes complicity in this fraud because it was avoidable if they had just answered their phone. Their outgoing phone messages all refer to COVID as a reason for their inability to help, but they are a multibillion dollar company- after seven months of pandemic I believe they could have figured out by now how to forward calls to an employee working from home.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XXXX I opened a Venmo account. Venmo paid the wrong person for an item I bought. The item was {$40.00} to be paid to XXXX XXXX. Venmo paid XXXX XXXX. I do not know him. I did not type his name in. I did not buy anything from him. I called Venmo. They said they were out due to covid 19. I emailed Venmo explaining the situation and they did not respond. I went to Venmo help site which said I had to request the funds back from XXXX XXXX. He responded by asking for more money. I declined. Venmo failed to provide a safe environment for transactions. Venmo failed to respond to my complaint. Venmo failed to get my money back. I have been trying to get it back through XXXX XXXX XXXX, my bank, for 2 months.
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: In XX/XX/XXXX I got a negative {$990.00} dollars in my PayPal money wallet without any explanations and I called about it. They told me that it was a charge-back made by PayPal MasterCard. I gave them a copy of their logged activity from XX/XX/XXXX through XX/XX/XXXX and the next day in XX/XX/XXXX I was again given another charge-back of the same amount in my money wallet. The charge-backs in question had to do about two charges that I requested a refund and was honored to received them from the merchant. I thought this case was closed and I contacted PayPal Mastercard ( XXXX ) and made a complaint with CFPB about it under case XXXX in XX/XX/XXXX. They showed me that indeed they gave me an additional credit and therefore I agreed to pay them for the additional credit given to me in XX/XX/XXXX and that was paid in XX/XX/XXXX. Please referred to the letter sent by XXXX and the statements I submitted in this complaint. This should have resolved this issue but PayPal did not remove the second negative amount from my money wallet. I called PayPal about it and was told by their agent XXXX in XX/XX/XXXX that she was going send a request to remove the second negative {$990.00} from my money wallet because it was made in error and she gave me Ticket # XXXX as a reference. I waited for a week to passed and found my money wallet still with a negative amount. I must emphasize that I had {$33.00} before they issue two charge-backs into my money wallet. The negative amount that is in my money wallet is still {$960.00}. After calling many times they finally paid me {$990.00} in XX/XX/XXXX but they did not put into my money wallet. I can see it recorded in the Activity Log. I am formally requesting that they reverse this negative {$990.00} from my money wallet that was made in error by explaining correctly what happened in detail because what they have and tried to correct still confuses them. I will submit two screen shots of prove that they are erroneously trying to fix this accountability that is plainly explained by XXXX XXXX and the statements I provided. I am attaching XXXX XXXX 'XXXX letter and the statements that recorded the transaction in questions. Also, I must add that I have contacted the merchant to help me by providing me proof that he did made the refunds because in the statements it will show that the credits given to me did not have the name of the merchant but PayPal instead. He has not responded and told me that to bother him. This will make me believe that PayPal inadvertently did not let the merchant pay the refund because they found out that I contacted XXXX about it and that they gave me credit and therefore the merchant did not pay any refund and now PayPal is trying to force it out of me. This can not be tolerated. You must contact the merchant. His contact information is : XXXX XXXX XXXX XXXX XXXX XXXX http : /XXXX XXXXXXXX XXXX
Company Response:
State: UT
Zip: 84120
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A