Consumer complaint received 2022-02-28
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XXXX XXXX COMPLETED A PURCHASE THROUGH VENMO UNDER THEIR PURCHASE PROTECTION SERVICE. PAYMENT WAS TAKEN FROM MY XXXX XXXX ACCOUNT THAT DAY IN THE TOTAL OF {$920.00}. 
- SELLER SHIPS ITEM. ITEM ARRIVES ON XX/XX/XXXX. THE ITEM IS SIGNIFICANTLY NOT AS DESCRIBED. I REACH OUT TO THE SELLER- SELLER THEN STATES SHE WILL NOT ACCEPT A RETURN. 
- ON XX/XX/XXXX I FILE A DISPUTE WITH VENMO FOR THE PURCHASE. I SUBMIT THE DISPUTE ON THEIR WEBSITE. HOURS LATER, I RECEIVE NO CORRESPONDENCE IN REGARDS TO MY DISPUTE- IE : NO CONFIRMATION EMAIL REGARDING THE CASE. I THEN CONTACT MY XXXX XXXX. I FILE THE SAME EXACT DISPUTE WITH THEM, SAME INFORMATION, SAME PHOTOS OF THE DAMAGED ITEMS, ALL THE SAME. 
-I CALL VENMO LATER THAT AFTERNOON BEFORE THEY CLOSE AND SPEAK WITH SOMEONE. HE COULDN'T FIND THE DISPUTE I FILED. THEN SAID HE DID FIND IT. I LET HIM KNOW I FILED WITH MY CREDIT CARD AS WELL. HE SAID IT TAKES 30 DAYS FOR VENMO DISPUTES. 
- MY XXXX XXXX CONTACTED ME THE SAME DAY VIA EMAIL, STATING THEY REVIEWED THE DISPUTE AND WOULD BE RETRIEVING THE FUNDS FROM VENMO FOR THE DAMAGED ITEM. 
- ON XX/XX/XXXX I EMAIL VENMO AND LET THEM KNOW MY CREDIT CARD HAS HANDLED IT. AND PER VENMO RULES ON THEIR WEBSITE, IF A CREDIT CARD HANDLES THE ISSUE - VENMO WILL CLOSE THE DISPUTE WITHIN. 
- I RECEIVE NO CONTACT FROM VENMO FOR NEARLY TWO WEEKS. 
-ON XX/XX/XXXX I RECEIVE AN EMAIL FROM VENMO STATING THEY DENIED MY DISPUTE DUE TO AN " EXTERNAL CASE RECEIVED '' .IE : XXXX XXXX XXXX XXXX 
MULTIPLE ATTEMPTS BETWEEN XXXX XXXX XXXX I TRY TO USE MY VENMO ACCOUNT AND IT IS FROZE. NO EXPLANATION AS TO WHY. 
-CONTACT VENMO ON XXXX XXXX SPEAK WITH A WOMAN NAMED XXXX, VERY HELPFUL, EXPLAIN IN DETAIL THE ISSUE. SHE STATES SHE IS TAKING THE INFO I AM GIVING HER AND ADDING IT TO THE DISPUTE AND REOPENING THE DISPUTE AND ESCALATING IT. SHE SAYS SHE CAN SEE ALL THE PHOTOS I SENT IN OF THE DAMAGED ITEM, AND I EXPLAIN IN GREAT DETAIL HOW MISREPRESENTED THE ITEM WAS DURING THE PURCHASE. XXXX SAYS I WILL RECEIVE AN EMAIL WITHIN XXXX BUSINESS DAYS. 
IT IS NOW XX/XX/XXXX, I HAVE RECEIVED XXXX EMAILS REGARDING THE MATTER. 
I HAVE CONTINUED TO EMAIL XXXX MULTIPLE TIMES AND AGAIN, THEY REFUSE TO RESPOND. 
I CALL AGAIN TODAY, AND AGAIN, I AM TOLD DISPUTES DOES NOT HAVE A NUMBER TO CONTACT THEM THROUGH, CONTACT IS ONLY THROUGH EMAIL. AGAIN, TELL ME THEY HAVE ESCALATED THE ISSUE, AND I WILL RECEIVE AN EMAIL IN XXXX BUSINESS DAYS. 
THEY CANT KEEP ANY INFORMATION IN ORDER, I DON'T THINK THEY HAVE A CLUE WHAT THEY ARE DOING, THEY TOLD ME MY CREDIT CARD NEVER PAID FOR THE ITEM. WHICH IS IMPOSSIBLE, THE ITEM WOULD NOT HAVE BEEN SHIPPED IF THE SELLER DIDN'T RECEIVE HER MONEY. SO YES, MY CARD DID PAY AND WAS CHARGED. THIS COMPANY IS A COMPLETE JOKE. MY CREDIT CARD APPROVED THE DISPUTE BASED ON THE SAME INFORMATION THAT WAS SENT TO VENMO, BUT VENMO SEEMS TO THINK I OWE THEM THE MONEY THAT XXXX XXXX PULLED BACK FROM THEM. THAT'S NOT HOW PURCHASE PROTECTION WORKS. 

IN REGARDS TO THE PURCHASE- THE SELLER IS AWARE OF HOW THESE TRANSACTIONS ARE MADE, AS I HAVE ATTACHED A PICTURE OF ONE OF HER LISTINGS FROM 2020 WHERE SHE GIVES DETAILS, THEREFORE SHE KNOWS WHAT SHE IS TO DISCLOSE IN THESE SALES. XXXX WAS ASKED IF THERE WAS " LET OUT '' IN THE DRESS, WHICH AT THAT TIME WOULD BE WHEN SHE WOULD TELL THERE IS OR IS NOT LET OUT ALONG WITH INFORMATION THAT SHE HAD THE DRESS ALTERED AND LET OUT. SHE NEVER GAVE INFORMATION. SHE STATED SHE WAS THE SECOND OWNER OF THE DRESS- WHICH IS FALSE, AS SHE IS THE THIRD OWNER OF THE DRESS, AT BEST. PROOF IS PROVIDED WITH DATES TO SHOW SHE IS ABSOLUTELY NOT THE SECOND OWNER, THEREFORE THE SALE WAS BASED ON LIES. SHE ALSO WRAPPED THIS DRESS IN HER USED PERSONAL BATH TOWELS, WHICH HAD HOLES IN THEM. AND SHIPPED IT IN A BROKEN XXXX XXXX. XXXX XXXX WAS GIVEN XXXX $ FOR SHIPPING, THE SHIPPING TOTAL WAS {$35.00} AND SHE COULD HAVE EASILY PURCHASED BETTER PACKING TO SHIP THE ITEM IN. THE USED BATH TOWELS ALONE IS JUST ENOUGH FOR THIS TO BE DISPUTED. THE CONDITION OF THE DRESS, AS YOU CAN SEE BY THE PHOTOS ATTACHED, IS ABSOLUTELY NOT SHOWING ANY SIGNS OF THE DRESS IN THE HORRIBLE CONDITION IT ARRIVED TO ME IN. SHE KNEW SHE WAS TAKING ADVANTAGE OF SOMEONE.

Company response to consumer: Closed with monetary relief