Consumer complaint received 2022-11-24
Company: Paypal Holdings, Inc
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I fell victim to a rental scam earlier this year. I made two transactions to an individual named XXXX XXXX, paid through Venmo : XX/XX/2022 {$1400.00} XX/XX/2022 {$600.00} totalling {$2000.00}. shortly after that 2nd transaction is when i discovered he nor anyone else in the home were the authorized occupants. 

I first demanded my money back directly from the individual and was denied. I then contacted the property managers, who washed their hands of the situation and just told everyone to get out. However, without that money back, I could not afford to move. This resulted in an eviction and temporary homelessness. 

After the property managers chose not to do anything, I filed a complaint with my local police department ( XXXX Police XXXX XXXX ) on XX/XX/2022. This also proved useless, as the matter was ignored. 

The only other options were to file a civil suit ( didn't have the money ), or dispute the transaction. 

I disputed the transaction on XX/XX/2022 with Venmo. I had the payment protection on one transaction, and on the other I was never even given the option. I called Venmo and asked what could be done since it was two transactions to the same person for the same thingif payment protection was available for one transaction, it should be available for both. The woman I spoke to reassured me that i could still file a chargeback/dispute, but that it would have to be done a different way. So that same day I sent over all the documentation i had, the details of what was transacted, dates, etc. I was told it would take two weeks. 

Three weeks later on XX/XX/2022, i called back, as it was beyond the two weeks and I had not heard anything. Apparently, that agent I spoke to completely ignored all the requested information i sent back, and never began the dispute. So now, I had to go back and resend it all, but this time they tell me it will take 30 days. 

On XX/XX/2022 i received an email about my dispute : It said that I was denied. The only reason it gave was : " This decision was made because the Venmo Purchase Program only covers goods or services that weren't delivered or are not as described. '' But that's exactly what I gota rental that inevitably would have led me to an eviction or removal, as the person who I paid money to never had the authorization to rent to me or anyone else, let alone live there themselves. 

This decision was made in spite of the emails where the property managers revealed they had no clue who the guy was, despite the copy of the lease I uncovered and sent them that noted " no subleasing '', " no more than two occupants '' ( there were five people there total, all there under XXXX XXXX 's say-so ), and two names ( plus a co-signer ) on the lease who did not live there ; XXXX XXXX XXXX name was nowhere to be found on the lease. I was in the process of being evicted during this dispute as well. 

I reached out for further explanation, and they gave me none. 

The payment protection was *charged* and paid for. So, I know this transaction qualified. Regardless though, the bottom line is that I spent {$2000.00} for an eviction, which is NOT what I paid money for. I paid through Venmo, with protection, and doubly resassured I was protected, only to be denied for no apparent reason.

Company response to consumer: Closed with explanation