Consumer complaint received 2022-07-11
Company: Paypal Holdings, Inc
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2022 I tried to send my balance of {$75.00} to my credit card ending in XXXX. 

I triple checked to make sure that this is where the money was being sent, the attached screenshot is what I was able to view when trying to send the funds, so it was confirmed that the card ending in XXXX was the one to receive the funds. 

Instantly the funds were sent to a different card on my account ending in XXXX, which is not the card I selected at all. 

The problem is not only that the app didn't function as properly, which resulted in a mistransfer of money, but every interaction I had with Venmo customer service was either unhelpful or straight up deceitful. 

The 1st interaction I had ( XX/XX/2022 ) was almost immediately after the funds were sent to the wrong account, I had used the app chat function to talk to " XXXX XXXX '' to explain the situation and she said that she would take care of it and send the funds to the correct card ( XXXX ) within 30 minutes. I was not able to screenshot this conversation, but I'm sure they have this conversation on file. 

Of course the money was not transferred, so I waited several hours and contacted customer service again through the chat function ( XX/XX/2022 ), had the new rep review the conversation, only for them to tell me there was no way to transfer those funds and that the 1st representative " XXXX XXXX '' had given me misinformation. I asked this rep to escalate to management, and they said I would receive a phone call within 24 hours. 

They told me to contact my bank ( XXXX XXXX  ) to see if I could reverse the charge, I called ( XX/XX/2022 ) and my bank redirected me back to Venmo customer support Of course, I never received a phone call from a manager so I called in again ( XX/XX/2022 ) and was met with another rep who I had to re-explain my case to. When I asked to be passed on to a manager again there was no response, and basically I heard no sound coming from the other end of the line. I don't know if it was a tech issue or something but again, extremely frustrating. 

I called a 4th time today ( XX/XX/2022 ) and once again told them all of these issues, was finally redirected to management who told me they couldn't help me despite this being Venmo 's fault entirely. They were very rude, and said that the app showed no error on their end, but I know for sure I selected the money to send to XXXX. 

I asked " the manager '' to submit a bug report so this didn't happen to other people, and once again they were very dismissive and said that there was no record of this issue so they didn't need to file a report. I was very skeptical so I looked online and immediately found another individual who had experience the same issue XXXX XXXX  : XXXX If there are 2 individuals experiencing this problem and reporting it, then there's got to be many many many more who have experienced this issue as well, and it is extremely irritating that the venmo manager tried to pass it on as user error when clearly this is an existing problem in the app that should be dealt with immediately. 

Of course my situation still hasn't been resolved which is why I am reporting this. 

In conclusion, faulty app from the beginning, horrible, avoidant, and honestly dishonest customer service, as well as an unwillingness to help with my problem has been extremely frustrating.

Company response to consumer: Closed with explanation