Consumer complaint received 2022-11-21
Company: Paypal Holdings, Inc
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
timeline of events : -XXXX XXXX XXXXXXXX a transaction was processed at XXXX  on my Venmo account to send {$2000.00} to an individual named XXXX XXXX publicly for `` wedding '' -XXXX XXXX XXXX XXXX XXXX CT when I woke up and saw the requested debit and knew I didn't authorize nor process this transaction, I immediately began steps to report the issue to Venmo agents. 
-XXXX  XXXX XXXX - Venmo chat representative restricted my account and escalated the case to another department for review and said there was no way to stop the request as the recipient would have already received the money and there was no immediate recourse to stop the transaction. 
-XXXX  XXXX XXXX Since the money had not debited my bank account yet, I called my bank and reported that unauthorized transactions were taking place and I closed that account out and informed my bank not to process any outgoing money transfer requests. 
-XXXX  XXXX XXXX XXXXXXXX XXXX CT I received an email from Venmo denying my claim that this transaction was unauthorized so I spoke with another chat representative to dispute and appeal this decision asking for what proof they used to determine this outcome. They asked me to email ( XXXX ) and request this information which I did that same day. 
-XXXX XXXX XXXXXXXX Venmo started sending me emails requesting that I pay the negative balance on my account and I emailed back informing them that I would not pay it back because I reported this transaction as unauthorized and they still had not provided any information as to why they denied my claim. 
-XXXX XXXX XXXX XXXX XXXX CT I sent another follow up email to XXXX asking for the information I requested two weeks prior and still received no response from any Venmo representatives. 

XXXX XXXX XXXX- I finally receive an email from Venmo providing documentation that they used to determine my case and they informed if of the following : Claim ID : XXXX Claim Date : XXXX  The device used to make the payment ( s ) in question ending in XXXX was first added to the account on XXXX  and used to complete authorized payments on the account through XXXX 

The location used to make the payment ( s ) in question is consistent with the location used to complete authorized payments on the account.

The login for the Venmo session used to make the payment ( s ) in question began on XXXX  and was used in authorized payments on the account through XX/XX/XXXX, such asXXXX for {$2500.00} to XXXX XXXX XXXX 
There was no report by user of loss of control of device when the dispute was filed. 

- XX/XX/XXXX - I emailed them back and informed them that this still does NOT prove that this transaction was NOT unauthorized. 
I informed them that I did speak with XXXX about the issue and they suggested that it's possible that someone hacked into my XXXX XXXX  and was able to process this request appearing to come from my phone. And I also provided screenshots of my communication with another individual who reached out to me via XXXX and Venmo asking me if I knew XXXX XXXX because they saw my activity on venmo with this person and they were also hacked by the same individual for {$2000.00} and were also experiencing fraudulent activity. 

XXXX XXXXXXXX XXXX a friend of mine didn't know my Venmo account was not in good standing and sent me {$300.00} which Venmo deducted to satisfy my negative balance so I called and complained again for them to appeal this decision and look into the account of XXXX XXXX and see that the account is likely full of fraudulent activity. They asked me to email them again with supporting evidence so I sent them all the of the information that I had previously sent on XXXX 

I am not confident that I'll receive a satisfactory response from the company, hence why I'm pursuing these channels for resolution.

Company response to consumer: Closed with explanation