Consumer complaint received 2023-09-15
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/2023 I attempted to transfer out {$610.00} ( {$590.00} after the transfer fee ) from my Venmo account to a bank account. A glitch occurred in Venmo that caused the money to be sent to the incorrect account. I immediatly reached out to Venmo to inform them and request a reversal. Venmo informed me that due to it being an instant transfer, I would need to contact my bank to initiate a reversal. 

I initiated the reversal with my bank the same day and my account was debited on XX/XX/XXXX. The funds were still not available in my Venmo account so I called Venmo again. During that call Venmo gave me a XXXX day window for the funds to be back in my account. After the XXXX businesses day, on XX/XX/XXXX, I called back Venmo. During this call Venmo informed me that in order to escalate the situation we will have to wait until after the XXXX business day ( From when we originally spoke ). 

On XX/XX/XXXX I received an email from an escalation XXXX at Venmo. This email included tracing numbers and asked me to contact my bank. I contacted my bank the next day ( they were closed by the time i received the email ) and they informed me the transfer was completed successfully on XX/XX/XXXX. 
I replied to the email on XX/XX/XXXX to inform the escalation XXXX and he never responded to me. 

I called Venmo on XX/XX/XXXX to inform them that I never received a response and the money has not been returned to my account. The agent at Venmo informed me that the escalation officer left an internal note on my Venmo claim and read the note to me. The note stated that venmo did not have a way of tracking bank reversals. After hearing this I was quite upset and asked if my account could be credited. The venmo employee told me that he would transfer me to a supervisor and placed me on a XXXX minute hold. I had to hang up as I had other things to do. 

On XX/XX/XXXX I called back Venmo and requested to speak with a supervisor. After a very long hold, I was transferred successfully. The supervisor told me that they are unable to credit my account without a screen shots from my bank proving that the reversal took place. They sent me an email and asked to continue communication via email. I sent the screenshots of the bank transactions. They then requested a letter from my bank stating that the reversal took place. I took pictures of this letter and sent it. 
After doing all of that they refused to credit me and stopped returning my emails. 

I called Venmo again on XX/XX/XXXX to once again request my account be credited. After multiple long holds and a XXXX hour conversation, they requested that I conference call my bank while I have them on the line. I attempted to do this but the call was dropped automatically due to my banks security system not allowing conference calls. 

I called Venmo again on XX/XX/XXXX. I informed them of all of this and requested again to be credited my money. I produced all of the pieces of evidence again and then was abruptly hung up on. 

I called Venmo 4 times on XX/XX/XXXX and was hung up on by XXXX different supervisors. I was told that they would be escalating the situation again and that it will take XXXX business days to receive a response. I also reached out via their support chat feature and stopped receiving responses. They then sent me an altered transcript that made it appear that I stopped responding to them ( this may have also been a glitch in Venmo ). 

I was lied to and deceived on multiple occasions by Venmo employees. They often times didn't respond to me whatsoever or hung up on me abruptly. I did not include all of the calls with Venmo. I spent a total of XXXX hours on the phone with them regarding this one issue.

Company response to consumer: Closed with monetary relief