Consumer complaint received 2019-05-29
Company: Paypal Holdings, Inc
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On Saturday XXXX XXXX, 2019 I noticed unusual and unauthorized deductions from my XXXX XXXX XXXX Checking account made by Venmo. Immediately after finding this unauthorized transaction I logged into my Venmo account and saw a total of two transactions that I never made or authorized. One amounting in {$840.00} for " Clothes '' and another for {$370.00} for " Drywall '' made to a person by the user name of XXXX XXXX. I have never spoken, contacted, made transactions or communicated with this person in any way and NEVER authorized either of these transactions. I also did not receive any notification from Venmo that this activity was happening on my account. Any time that I use Venmo I receive an email that states the activity and details within minutes of processing. I did not receive that in this incident. 

In fear that my linked XXXX XXXX XXXX checking account and other linked cards had been compromised, I immediately deleted all linked accounts from my Venmo account. I then tried to call Venmo to report the fraud and unauthorized payment but it was a Saturday and their support lines were closed. I then called XXXX XXXXXXXX XXXX and spoke to one of their representatives that unfortunately was also unable to assist with fraud incidences since it was not normal business hours. 

I finally spoke with my bank first thing Monday morning, XXXX XXXX, 2019. They were unable to stop the first payment of {$840.00} as it had already posted to my checking account but they were able to stop payment of the second unauthorized payment of {$370.00}. Since they were unable to stop the already posted payment, they opened a claim and investigation on that payment. 

On XXXX XXXX, 2019 I received an email from Venmo stating that my bank stopped the payment of {$370.00} in addition the email stated " Don't worry, we covered you and XXXX XXXX has the funds. However, you now owe Venmo {$370.00}. '' I immediately called Venmo 's customer service line to report that I was actually the reason my bank stopped the payment and that my account with Venmo has been compromised. They then put a freeze on my account and told me that they would conduct an investigation. 

On XXXX XXXX, 2019 at XXXX ET, XXXX XXXX from Venmo sent me an email following letting me know that they received my claim for the two transactions and will begin investigating once I provide additional information. They asked several questions within the email which I promptly responded to providing as much detail as possible. 

Today, XXXX XXXX, 2019 at XXXX ET Venmo sent me another email similar to the previous stating that the transaction of {$840.00} to XXXX XXXX could not be funded because of the following reason from bank " Customer advises not authorized ( SEC consumer codes except XXXX XXXX XXXX XXXX XXXX, XXXX ) ''. They again told me that they already provided the funds to XXXX XXXX and that I now owe Venmo a total of {$1200.00}. If the money was already posted and withdrawn from my account how do I still owe Venmo? 

Additionally at XXXX ET, XXXX XXXX from Venmo sent me another email stating that their investigation has closed and they did not find evidence of unauthorized payment. Less than 24 hours of investigation time? What are the criteria and circumstances for investigating fraud and unauthorized payments? For these reasons I have strong reason to believe that Venmo did not do their due diligence to 1. Notify me of sketchy account activity, 2. a thorough and ethical investigation to provide a reason for this happening. I feel like Venmo is scamming me and defrauding me for money.

Company response to consumer: Closed with monetary relief