Consumer complaint received 2021-04-21
Company: Paypal Holdings, Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
To Whom it may concern : On XX/XX/2021, a dispute/complaint has been reported to Venmo and was put in place regarding a security issue and fraudulent charge through Venmo. A stop payment was put into the bank on Saturday, XX/XX/2021 due to the fact that we could not connect directly with anyone at Venmo. Initial call attempts on the weekend of XXXX XXXX, with Venmo were diverted to bot chats. However, an email/chat ( only way available to contact Venmo, unless on hold for hours ) was sent to Venmo to inform them that a fraudulent charge was pending and should not be paid. I have subsequently received an e mail saying that the complaint/dispute was not substantiated. That response was on Sunday XXXX. 

I have tried to contact Venmo on numerous instances regarding this matter. On XXXX there was a chat with a XXXX XXXX, at which time I stated that the matter was security and fraud. The call was dropped and no one from Venmo attempted to follow up after the fact with me regarding the statement of fraud and security. On XXXX I was on the phone with Venmo for over 1-1/2 hours, ( Hold time was over 30 minutes for each person ) trying to get the matter resolved and the initial phone call was dropped when I asked to speak to a supervisor. 

The first phone call on XXXX was with XXXX who transferred me to a supervisor and the phone call was disconnected. I then spoke to XXXX who registered the complaint and transferred me to his supervisor XXXX. XXXX was unable to answer any questions and basically advised us that our only alternative was to seek legal assistance. XXXX advised us that the account specialists do not take direct phone calls and her manager does not take direct phone calls. She advised that documentation to substantiate the claim would be necessary to reverse the claim. However, the bank is stating since I stopped the payment there is no basis for a claim. 

I received an e mail after the initial phone call on XXXX was dropped from a supervisor who said they looked into the matter and reiterated that the charge was not substantiated. 

First and foremost, the customer service at Venmo is horrific. The fact that we can not get someone on the phone that can assist in an attempt to find a resolution to the matter is beyond frustrating. Second, the inability to contact a live person directly to report fraud and security issues seems a bit disconcerting. 

The only documentation that we could provide is a letter from the bank that states we reported the pending charge as fraudulent and put a stop order on the charge. Venmo was advised at that time that the pending charge was fraudulent and not to pay the monies. Venmo was informed on several occasions that this was a Security issue and Fraud. Venmo continues to have this charge as outstanding and paid the Fraudulent recipient. I have no idea if they even investigated the account that received the monies XXXX XXXX. In addition, I have had no prior connection on Venmo to this account, nor have I ever transferred or received that amount of money. 

I am a college student and I am finding this an extremely difficult situation. The fact that my credit could be compromised due to the fact that an entity such as Venmo does not follow up on complaints is beyond my comprehension. 

Desperately in need of assistance. 
XXXX XXXX

Company response to consumer: Closed with monetary relief