Consumer complaint received 2021-01-04
Company: Paypal Holdings, Inc
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/XXXX is the date of the transaction. A {$25.00} payment was sent to the wrong person/account at Venmo an online currency company. 
The wrong account is @ XXXX this is where I sent the money. 
The correct account is @ XXXX. 
I was able to chat with venmo rep XXXX XXXX and she stated in an email that all she needed was the payment could be redirected with the following info ( see copied email from XXXX XXXX. 

Here is a transcript of your recent chat with Venmo ( ticket # XXXX ). To add additional comments, reply to this email. 
XXXX XXXX  ( Venmo ) XX/XX/2021, XXXX XX/XX/XXXX CST Hi XXXX, This is XXXX from Venmo Support! 

We spoke earlier regarding a payment you sent to the wrong person. 

Kindly provide the email address so I can further assist you in having this reversed. 

If you have any additional questions or clarifications, let me know and I will assist you. Stay safe! 

Best, XXXX XXXX | Venmo Support I lost contact with XXXX XXXX due to a time lapse/expired session. 
A person named XXXX XXXX got involved on the 2nd chat attempt and told me the opposite of what XXXX XXXX had told me. ( See email from XXXX XXXX ) Venmo Customer Support Here is a transcript of your recent chat with Venmo ( ticket # XXXX ). To add additional comments, reply to this email. 
XXXX XXXX XX/XX/2021, XXXX XXXX CST Chat started : XXXX XXXX XXXX UTC ( XXXX XXXX ) XXXX XXXX : I paid the wrong person plz help ( XXXX XXXX ) Team Venmo : An agent will be here to help soon. In the meantime, can you please let us know : ( 1 ) the username/phone number/email address of the person you meant to pay, ( 2 ) the date and amount of the payment, and ( 3 ) the username of the person you paid by mistake? 
( XXXX XXXX ) Team Venmo : To make sure you see our response when an agent is available, please enable your push notifications for Venmo. On XXXX, you can enable your notifications by opening your phones Settings > Apps & notifications > Notifications > Venmo. 
( XXXX XXXX ) XXXX XXXX : @ XXXX. 
{$25.00} paid today. 
wrong person/ @ XXXX . 
( XXXX XXXX ) *** ( XXXX ) XXXX XXXX joined the chat *** ( XXXX XXXX ) ( XXXX ) XXXX XXXX : Hi, thanks for contacting Venmo! I'm happy to help out. Please give me a moment while I take a look at your account. 
( XXXX XXXX ) XXXX XXXX : XXXX can you call me at XXXX?? 
( XXXX XXXX ) ( XXXX ) XXXX XXXX : At this current time, our phone service is unavailable. I am happy to continue assisting you here via chat! 
( XXXX XXXX ) ( XXXX ) XXXX XXXX : Hi are you still there? 
( XXXX XXXX ) XXXX XXXX : okay can we get it done I don't have much longer ( XXXX XXXX ) ( XXXX ) XXXX XXXX : For this as i have checked the account the person you intended to pay owns the account i suggest to let the recipient contact us so we can reverse the amount or transfer the funds to the right account. 
( XXXX XXXX ) XXXX XXXX : @ XXXX was the intended recipient. XXXX is the phone associated with the account ( XXXX XXXX ) XXXX XXXX : the mistaken payment was given to XX/XX/XXXXXXXX. 
I forgot to enter the XXXX at the end ( XXXX XXXX ) XXXX XXXX : I am the person that made the mistake I am the person sending the money you don't need to contact the person to reverse or send the money to the right account I gave you the correct information of where I want to send the money please do it now ( XXXX XXXX ) ( XXXX ) XXXX XXXX : I am sorry but we can only reverse payment with the recipient request. 
( XXXX XXXX ) XXXX XXXX : that makes no sense I sent the money to the wrong person I need to fix it and send it to the correct person check my account XXXX contacting the federal agency in reporting venmo no joke now please ( XXXX XXXX ) XXXX XXXX : there is no recipient request I sent it to one of my daughters friends at their request via text message to me they did not request this on venmo ( XXXX XXXX ) ( XXXX ) XXXX XXXX : I do apologize for this XXXX but that the only option that we can do. 
( XXXX XXXX ) ( XXXX ) XXXX XXXX : Looks like I lost you - I'm going to close out this chat now. If you need anything else from us, just reply to the email you receive when I close this conversation. 
Have a wonderful day! 
( XXXX XXXX ) *** ( XXXX ) XXXX XXXX left the chat *** THIS EMAIL IS A SERVICE FROM VENMO. 
Venmo Customer Support The XXXX  XXXX XXXX above is telling me that unless he hears from the recipient? see below comment, ( XXXX XXXX ) ( XXXX ) XXXX XXXX : I am sorry but we can only reverse payment with the recipient request. 
I do not know who the recipient was or is, the account address is admittedly wrong as I stated above. 
This is some what disturbing wouldn't one think? 

My contact info is XXXX/email ... XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief