Consumer complaint received 2022-08-29
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
XX/XX/XXXX 2022 I looked up a phone number for a XXXX  issue, and called the number from this website XXXX XXXX XXXX XXXX  No one answered, I received a text a minute later stating it was a XXXX rep named " XXXX XXXX XXXX ID XXXX ( XXXX ) XXXX, and to answer my phone. I explained I had an issue with funds, {$370.00} sent from my mother sent to my phone number connected with my XXXX XXXX account XXXX but used my XXXXXXXX XXXX account number. The rep explained he would fix this issue by merging the two accounts through some bot transactions that would be voided after the accounts were merged. He said to download the XXXX app and I followed the procedures transferring funds from other banks accounts we owned into & from my XXXX including : XXXX : Transfers from XXXX XXXX  = {$1200.00}. Transfer to my XXXX XXXX Account {$580.00}, a XXXX XXXX {$380.00}, ( 2 ) XXXX transactions to-XXXX XXXX {$1100.00} XXXX The rep also spoke with a XXXX XXXX rep. on the line with me and told them to release my funds. I was told by XXXX XXXX all of these transactions would be voided and disappear from my accounts, he was working on his end to merge the accounts to elevate future issues. He was very patient and took his time unlike what they warn you about, said he would finish working on my case doing his part and would call me the next day to close out my help ticket. On XXXX/XXXX/22, {$370.00} was in my XXXX XXXX  account. Although the other transactions were still there, it seemed as if the rep was doing his job.The rep called saying To close my case there had been a glitch because my venmo was tied into the accounts and not allowing the merge to finalize. I followed the reps instructions using the app again. The bot transfers '' on XXXX equal : XXXX XXXX XXXX {$380.00}, TransfersXXXX XXXX XXXX {$1700.00}, XXXX XXXX {$400.00}, XXXX XXXX, {$420.00} Venmo-XXXX XXXX XX/XX/XXXX XXXX He instructed me like any other tech support specialist would, not rushing but patient and willing to provide the best customer support to represent XXXX customers. I called at XXXX after checking my accounts and was told that he was in a meeting and would call me back. I began to get a bad feeling and saw my accounts emptied. I researched XXXX & Venmo scams. I called the same number multiple times and finally spoke with his " XXXX XXXX '' ; he wouldn't give me his last name or an employee ID number. After returning home I immediately called XXXX reporting everything and that I was following the instructions I thought worked for XXXX. I feared I had been scammed and wanted to dispute and stop all transactions.I called XXXX XXXX but didnt reach anyone. On XXXX/XXXX/22 I called XXXX XXXX XXXX/XXXX/22 first thing to make them aware but was informed that the bank account was closed.I also called XXXX XXXX, told them to stop the XXXX XXXX Venmo. I filed a police report with my local police station with XXXX XXXX XXXX XXXX XXXX unit XXXX ( XXXX ) XXXX of the incident XXXX. I also contacted XXXX XXXX, Venmo, & XXXX  have lost {$3700.00} in online money transfers. I was denied by XXXX XXXX, ( 2 ) days after my call. I have called and spoken with the XXXX daily to aid in the investigation and was given a temporary credit for the {$1300.00} disputed with Venmo. They are now taking that money back, denying my claim. I received a call from the XXXX XXXX XXXX saying, Because I authorized the transactions, even though I thought it was a representative with XXXX, I wouldn't receive any funds. I needed to have the police deal with it because it was all my fault. So, even though I contacted my bank immediately to make them aware and to stop all transfers & funds from going out of my account 35 hours after the initial transactions, and less than 24 hours after the final transactions it didnt prevent anything. I spoke with XXXX trying to make some headway with XXXX and was told they dont have access to the XXXX XXXX contact XXXX XXXX XXXX tells me to contact my bank. Venmo said they would investigate my accounts and the police could request information but that was it. On both money transfer sights it asks you to request the funds back from the people you sent it to. Look at the photos! I can't, it won't allow me to even do that process. I thought I was getting technical support help with a money transfer option that is within my bank accounts with XXXX.

Company response to consumer: Closed with explanation