Consumer complaint received 2023-07-22
Company: Paypal Holdings, Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
On XX/XX/2022 I paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  a down payment via Venmo of {$1300.00} for a glass shower door, enclosures and materials. I contacted the company ( XXXX ) and ( XXXX ) along with an attorney and the attorney general office. A full refund was requested several times from each of us with no avail. 

Once I realized that XXXX XXXX has scammed me via Venmo they were contacted. Venmo requested that I contact local authorities and they would respond to them. I contacted the local precinct requesting a report be taken and they be notified. Neither the local precinct nor the attorney general office would notify Venmo. Without notification from either one or the other Venmo would not help me. The correspondence between Venmo and I is below : [ Venmo ] Support Call Inbox Account Specialist ( Team Venmo ) <support@venmo.com> XX/XX/2022, XXXX to me Translate message Turn off for : English Venmo Help You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. 

Hello XXXX, Unfortunately, based on the information you've provided, it sounds like the person you were transacting with did not fulfill their end of the transaction. For resolution, we recommend that you reach out to the recipient of the payment, as we are not able to provide reimbursement or mediation in this instance. 

If you are unable to contact this person, you may consider filing a report with your local law enforcement agency. Law enforcement can send a request for information to support@venmo.com. Once we've received this request, we will be more than happy to assist the agency with their investigation. 

We want to make sure people using Venmo can feel confident when making or receiving payment for a purchase. Whether youre buying something in a store using your Venmo QR code or selling something to another Venmo user, we want to do what we can to help if something goes wrong. You can learn more about whats covered in the Venmo Purchase Protection program on our website. 

Please keep in mind that when transacting with people whom you don't know or trust there is always the potential for problems to arise. We encourage you to review this article on our XXXX XXXX for some information on how to avoid this type of issue in the future.

I apologize that we are unable to assist further with this matter.

Best, Venmo Support Venmo is a service of PayPal , Inc., a licensed provider of money transfer services. All money transmission is provided by PayPal , Inc. pursuant to PayPal , Inc.s licenses. 

PayPal is located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX [ XXXX ] XXXX XXXX XXXX Attachments XX/XX/2022, XXXX to Team I visited my community police department, the XXXX XXXX XXXX  Police Department XXXX XXXX XXXX. 
While there I made a request for the police officer in-charge to fill-in a police report and email it to Venmo. 
I explained what happened regarding XXXX XXXX, Then was told it was a Civil matter and to email these attachments to Venmo. 

Thank in Advance, XXXX XXXX ( XXXX ) XXXX One attachment Scanned by XXXX XXXX XXXX ( Team Venmo ) <support@venmo.com> XX/XX/2022, XXXX to me Translate message Turn off for : English Venmo Help You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. 

Hello XXXX, My name is XXXX, account specialist from Venmo, and your case was escalated to me. 

Thanks for sharing this information with us. 

Due to the nature of the situation, and for the reasons that were previously explained, we can't provide mediation/reimbursement in regards to the transaction that you initially reported. This is the reason why we will need a formal complaint from the local authorities so we can work directly with them towards the best resolution. 

Law enforcement can send a request for information to support@venmo.com. Once we've received this request, we will be more than happy to assist the agency with its investigation. 

I'm sorry that this is likely not what you hoped to hear, but I hope it provides some additional context. At this point, I believe I've addressed all I can address regarding this matter, so I'm going to move forward with closing this case. We will reopen it if we are able to provide additional information or assistance in the future. 

Thanks for your understanding. 

Regards, XXXX XXXX. 
Account Specialist | Venmo Venmo is a service of PayPal , Inc., a licensed provider of money transfer services. All money transmission is provided by PayPal , Inc. pursuant to PayPal , Inc.s licenses. 

PayPal is located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX

Company response to consumer: Closed with explanation