Consumer complaint received 2022-05-13
Company: Paypal Holdings, Inc
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
A buyer purchased {$120.00} worth of XXXX XXXX cookies from me and paid for them via Venmo on XX/XX/2022. The cookies were delivered to the buyer on XX/XX/2022. On XX/XX/2022, Venmo received a notification that the buyer did not make the charge and was issued the {$120.00} back. This put a freeze on my Venmo account as the money was already transferred out of my Venmo account and into my bank account. 

I questioned the buyer as to why she disputed the charge, and she informed me that her boyfriend went into their joint account and fraudulently disputed the charge because he was upset with her about a custody dispute. She informed me that she was trying to work with her bank to have the issue resolved, but she did nothing. She stated that she had to go to her bank in XXXX in person to sign paperwork in order to address this, which I believe is a lie. I don't believe she's at all attempted to resolve this. 

I've tried to work with Venmo to have my account unlocked since the dispute needs to be with the buyer, not with me. I've supplied evidence in the form of screenshots of my conversation with the buyer outlining her asking for my Venmo account information, paying for the cookies, proving we met for me to deliver the cookies to her, and her admitting the chargeback was fraudulent. Venmo will not unfreeze the account because they say they've tried to dispute it with the buyer 's bank, but the bank is in favor of the buyer and there is nothing more than can do. 

I don't believe they've even reviewed the evidence I've provided and Venmo will not put me in contact with the individual who supposedly reviewed everything to explain how they came to the determination that I am in the wrong. 

I am attaching the screenshots of my conversation with the buyer and below outlines where the evidence can be found in this document. 

On page XXXX of the PDF, it shows the buyer asking for my Venmo information which I provided to her. She also indicates that she paid the {$120.00} and I confirmed I received the payment On pages XXXX of the PDF, it shows the buyer and I speaking about dropping off the cookies. She confirms her address and also states that she is " coming outside '' to meet me and that she sees my car on page XXXX indicating I showed up and delivered her cookies. 

On pages XXXX of the PDF, I ask the buyer about the dispute for {$120.00}. When I asked her why she is disputing the charge she responded that she " didn't [ p ] ut it in. '' On page XXXX of the PDF, she states that her " ex called [ her ] bank and [ p ] ut a freeze on some of [ her ] transactions '' and that she is " trying to contact the bank. '' She goes on to say that she is working with her bank and on page XXXX of the PDF says she needs to " go down to XXXX for [ her ] bank to talk to them and sign papers to try and get this fixed. '' This proves that the chargeback was, in fact, fraudulent. 

On page XXXX of the PDF, I've included a screenshot of my Venmo account indicating that she made the {$120.00} payment and marked it as " cookies '' indicating she was fully aware of what she was paying for.

Company response to consumer: Closed with explanation