Consumer complaint received 2023-08-07
Company: Paypal Holdings, Inc
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2023 a fraudulent {$700.00} payment was made from our Venmo account ( see email below ). 

( venmo You paid XXXX XXXX Deposit Transfer Date and Amount : XX/XX/202XXXX XXXX private- {$700.00} Like Comment Charged to your Visa credit card ending in XXXX, and will appear as " VENMO '' on your card 's billing statement. 

Click here for more information about funding your payments and fees. 

Payment ID : XXXX ) We did not initiate or authorize that payment, so within minutes we clicked on the transaction and reported fraud. We also called Venmo to report the fraud. The worker on the phone was very understanding and helpful and said their team would resolve the issue within 10 days. 

After 7 days we received an email saying that the case was resolved, but instead of removing the payment from our statement the case was denied. It said the payment was consistent with our payment history. I don't even know what that means, we did not initiate or authorize that payment from our phone or computers, to a person we do not know, and for an amount higher than we've ever spent ( see email below ). 

( Venmo Logo Hi, XXXX XXXX Your Venmo dispute case has been denied Original transaction ( s ) : Dispute Case ID XXXX Dispute amount {$700.00} USD Transaction amount {$700.00} USD Transaction ID XXXX Transaction Date XX/XX/2023 Payment sent to XXXX XXXX We received the case XXXX XXXX XXXX you filed on XX/XX/2023. We have reviewed this transaction XXXX XXXX XXXX and are denying your case XXXX XXXX XXXX  : Based on our review, we found this transaction is consistent with your payment history. 

If you'd like a copy of the documentation we used in the investigation of your claim, please email us at XXXX. Please include your name, the email address on your Venmo account, and the date you reported the claim. 

Thank you for your patience and cooperation. 

Please don't reply to this message. To get in touch with us, click Help & Contact. ) We tried to call to get an explanation on XX/XX/XXXX immediately after we received the email, but the operator said these cases can not be discussed over the phone, only through email. We sent an email on XX/XX/XXXX asking for documentation and an explanation, so we could appeal the decision, but did not receive a response. On XX/XX/XXXX we sent a follow up email, but again without any response. ( see emails below ) ( From : XXXX & XXXX XXXX XXXX Date : Thu, XX/XX/2023 at XXXX Subject : Re : Case resolved for your Venmo case XXXX XXXX XXXX XXXX It's been almost XXXX weeks since there was a fraudulent payment on our account and currently that charge is still on our account. We were told it would be resolved within 10 days. Please give us an update. 
Thank you, XXXX XXXX XXXX Fri, XX/XX/2023 at XXXX XXXX and XXXX XXXX wrote : We did not authorize this payment. Please send me the documentation. XXXX XXXX, XXXX. Thank you! ) Venmo somehow allows a third party to make a payment from someones account and then does not handle the situation in a timely manner, so please let me know what my next stet would be. Thank you!

Company response to consumer: Closed with explanation