Consumer complaint received 2020-02-05
Company: Paypal Holdings, Inc
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX XX/XX/XXXX Venmo Credit Card number : XXXX XXXX XXXX XXXX Phone Number : XXXX Expiration : XX/XX/XXXX CVC : XXXX Address : XXXX CR XXXX XXXX, TX XXXX Email : XXXX Dispute against Venmo On XX/XX/XXXX I XXXX XXXX purchased gas at XXXX Gas/Car with my Venmo Card ( card information XXXX XXXX XXXX XXXX expiration XX/XX/XXXX CVC XXXX ) in XXXX XXXX, TX upon that a hold was placed on my account for {$100.00} for Pre-Authorization. The purchase itself was withdrawn from my account the same day ( XX/XX/XXXX ) of  {$20.00}. I spoke to Venmo the following day and they stated that it was XXXX  that caused this and that normally it would fall off with in 5 to 7 days. After 5 days I spoke to XXXX and they told me that they do not place holds that it is in fact my Credit Card company that does that. On XX/XX/XXXX I called Venmo and they said it was them in fact that did place the hold that it could take up to 30 days to release my funds because there system wouldn't let them override it ( email attached ). After stating that it depended on my card holder agreement. After several corespondents with Venmo with no resolution I wish to file this complaint. Further more I would like to know if Venmo as a company collects interest on money that is in there account. Meaning are they drawing any kind of interest or any other money from having this {$100.00}. If so as it being that it is my money I would like any interest or any money they have made off of my {$100.00} sent to me as this is only fair considering they did not earn this money in fact I feel they are stealing my money. There are conversations with Venmo agents on the lower portion of this complaint that I have on record. Thank you for your time. 


XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX   CST Chat started : XX/XX/XXXX XXXX XXXX  UTC ( XXXX XXXX  ) XXXX XXXX : Why is my balance lower than it should be? 
( XXXX XXXX  ) *** XXXX XXXX joined the chat *** ( XXXX XXXX  ) XXXX XXXX : Thank you for reaching out to Venmo. What is the discrepancy with the balance? 
( XXXX XXXX  ) XXXX XXXX : Hello ( XXXX XXXX   ) XXXX XXXX : Hi. 
( XXXX XXXX  ) XXXX XXXX : Why is my balance lower than it should be ( XXXX XXXX  ) XXXX XXXX : What is the discrepancy with the balance? 
( XXXX XXXX  ) XXXX XXXX : Missing money had XXXX made 3 purchases one time f XXXX one of XXXX and one of 7 and some change so where is the rest ( XXXX XXXX ) XXXX XXXX : One moment while I get our purchase support team on the chat. 
( XXXX XXXX  ) XXXX XXXX : Ok ( XXXX XXXX  ) XXXX XXXX : Sorry not 7 it was {$10.00} so essentially {$80.00} is missing ( XXXX XXXX ) XXXX XXXX : Atleast ( XXXX XXXX ) XXXX XXXX : XXXX ( XXXX XXXX  ) XXXX XXXX : Hello ( XXXX XXXX  ) *** XXXX XXXX joined the chat *** ( XXXX XXXX  ) XXXX XXXX : XXXX XXXX, I am XXXX from Venmo Support. 
( XXXX XXXX ) XXXX XXXX : Thanks so much for hanging in there. It looks like this issue will need to be handled by our Purchase Support team. Give me just a moment while I transfer you over to them! 
( XXXX XXXX ) *** XXXX XXXX left the chat *** ( XXXX XXXX   ) *** XXXX XXXX left the chat *** Your request ( # XXXX ) has been updated. To add additional comments, reply to this email. 

XXXX XXXX. ( Venmo ) XX/XX/XXXX, XXXX XXXX CST Hey there XXXX, XXXX here with Venmo! It nice meeting you today. 

After the 30 days have been met, you can reply back to this email and I will be able help you resolve this. 

details I can confirm that the authorization to XXXX   GAS/CAR for {$100.00} on XX/XX/XXXXis still pending on your Venmo account. While {$20.00} has been captured by the merchant, the remaining {$100.00} has not yet been voided. 

Typically, authorizations drop off within 5 days. However, authorizations can remain in a pending state for up to 30 days, per our cardholder agreement. 

Once the merchant completes this transaction and it is received on our end, any remaining held funds will be released back to your balance. You will then see only the completed charge ( s ) on your transaction history. There is not a way for us to speed up this process. 

I can confirm that the remaining {$100.00} will be released back to your balance no later than XX/XX/XXXX (  barring any adjustments from the merchant ). If you see that this authorization is still pending at that time, please let us know. 

To answer your question before we got disconnected : it is XXXX and how they process their payments. 

Thank you for your patience with this process. I appreciate it. 

Kind Regards, XXXX XXXX.| Venmo Support XXXX XXXX. ( Venmo ) XX/XX/XXXX, XXXX XXXX CST Hi XXXX , XXXX from Venmo Purchase Support here, taking a look at your account for you! 

I'm sorry for the trouble here! Unfortunately it looks like this is related to a known issue impacting some users where payments will be locked in a pending state, even past the maximum timeline of 30 days. 

I will go ahead and escalate your case over to our engineering team. For now, I do not have a specific timeline I can provide for a resolution, but as soon as we have an update, we'll follow up with you via email. 

Thank you for your patience here. 

Best, XXXX XXXX. 
Venmo | Purchase Support

Company response to consumer: Closed with non-monetary relief