Consumer complaint received 2023-02-02
Company: Paypal Holdings, Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX, our company vendor XXXX XXXX sent {$1200.00} minus fees of {$22.00} to my Venmo business account for a deposit of {$1100.00}, but the funds were supposed to be deposited my personal Venmo account. 
Notified Venmo of the error : Sent to Venmo by mistake. Return to XXXX, XXXX ID : XXXX. 
XXXX resent the funds to my personal account : Transfer Date and Amount : XX/XX/XXXX PDT private+ {$1100.00}, Payment ID : XXXX On XX/XX/XXXX Venmo sent another {$1200.00} to XXXX XXXX which was a duplicate of the reversal : Transfer date and amount XX/XX/XXXX PDT+ {$1200.00} XXXX filed a dispute in XXXX : Dispute ID : XXXX Reason : You submitted your claim because you were charged more than once for the same transaction. 
VENMO Response : We researched this transaction and our initial review does not show an error. In order for us to investigate further, please send us a screenshot from your computer of these charges as they appear on your bank statement. Ensure that the bank name, the last XXXX digits of the account number, your running balance, and all the charges that took place between XX/XX/XXXX and XX/XX/XXXX ( XXXX business days ) are visible. Keep in mind that screenshots from a computer typically include all of these details, while mobile banking screenshots may not provide complete enough information for us to take the next steps and correct any error that may have occurred. 
Venmo Response : We received the case ( XXXX ) you filed on XX/XX/XXXX. We have reviewed this transaction ( XXXX ) and are denying your case ( XXXX ) : This decision was made because we found that you were only billed once for this transaction and there was no duplicate transaction. 

As we had previously issued you a temporary credit, please note that on XX/XX/XXXX, XXXX business days from the date of this email, we will debit the temporary credit of {$1100.00} USD from your Venmo account. You will be informed when this debit is completed. 
Hi XXXX XXXX XXXX XXXX, You did not have sufficient funds in your account to cover the repayment of a credit from your denied dispute case. 
Original transaction : Transaction Amount : {$1100.00} USD Date : XX/XX/XXXX Receiver Name : XXXX XXXX We attempted to debit the temporary credit we provided you for the dispute, but you did not have enough funds in your Venmo account to cover it. As a result, your account has been frozen. 
You still owe Venmo {$1000.00} for this dispute credit. 
We sent you an email on XX/XX/XXXX to let you know that we would be debiting your Venmo account by {$1100.00} USD to cover the temporary credit previously issued. This debit is now complete as of XX/XX/XXXX. 
My Response : Venmo you credited my personal account for the XXXX amount, then you debited my business account and paid XXXX again. Please kook at my persona account and you will see where XXXX had already been paid for this transaction from my personal account. If you look at the XXXX bank statement you will see there is no credit from Venmo for the amount of XXXX. 
Venmo Response : Hi Timeless Leisure & Fitness, Your Venmo account was charged to complete a repayment of a credit from your denied dispute case. 
Original transaction : Transaction Amount : {$1100.00} USD Date : XX/XX/XXXX Receiver Name : XXXX XXXX We've used the {$1000.00} in your Venmo account towards the outstanding amount you owed us for the temporary dispute credit we provided while we investigated your case. Your account has been reactivated! 
Venmo XXXX : XXXX XXXX, Our decision is considered final, but you can appeal it if you have new or compelling information or if you believe we made an error. 


We researched this transaction and our initial review does not show an error. In order for us to investigate further, please send us a screenshot from your computer of these charges as they appear on your bank statement. Ensure that the bank name, the last XXXX digits of the account number, your running balance, and all the charges that took place between XX/XX/XXXX and XX/XX/XXXX XXXX ( XXXX business days ) are visible. Keep in mind that screenshots from a computer typically include all of these details, while mobile banking screenshots XXXX not provide complete enough information for us to take the next steps and correct any error that XXXX have occurred. 

Regarding Your Venmo Purchase Inbox XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. Hello XXXX, Our decision is considered final, but you XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX PM to Support Do you have any status update? 



Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM Hello XXXX, After careful investigation, we have determined the appeal has not been resolved in your favor because you have been only billed once. We will no XXXX XXXX XXXX Wed, XX/XX/XXXX, XXXX AM to Support XXXX, you need to check the personal Venmo account transactions too. You are only looking at the Timeless Leisure transaction. The problem started with the personal account. 

image Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM Hi XXXX, Thank you for your response. Just so I can be sure were on the same page, can you tell me the following? - Could you please specify the issue? I ca XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX AM to Support Yes, that is correct. XXXX XXXX sent {$1200.00} on XX/XX/XXXX on your business account which was later requested to be reversed and as for payment sent it was payment to - XXXX for {$1100.00} on XX/XX/XXXX. XXXX then sent the {$1200.00} payment to my XXXX Venmo account. That should have been the end of it ; however, Venmo sent XXXX another {$1200.00} in XXXX from my XXXX Venmo Account. Do you see the transaction history? This issue has been going on for months and I have explained it to the phone representatives numerous times. 
Please advise... 

XXXX XXXX XXXX XXXX XXXX ( Support ) Tue, XX/XX/XXXX, XXXX AM I can see that the charge on XXXX was made because of your request to reverse payment from - XXXX for {$1200.00} on XX/XX/XXXX received in support phone ca XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX AM to Support That is incorrect! I did not authorize XXXX payments. I authorized the reversal because XXXX made an error and she was not allowed to do the reversal herself. The only entity that can perform reversal transactions is Venmo. 
Please advise Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Tue, XX/XX/XXXX, XXXX AM Hello XXXX, Thank you for clarifying the situation and your cooperation. We have approved your appeal and credited {$1100.00} to your Venmo account at this XXXX XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX PM to Support XXXX, the account now shows a negative - {$100.00}. When will Venmo deposit the {$1200.00} that was withdrawn from my account? 



Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Fri, XX/XX/XXXX, XXXX AM Hello XXXX, Thanks for reaching back. I can see in our system that your business account is + {$100.00} after we have credited your account on XX/XX/XXXX. Your XXXX XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX AM to Support Where is the entire amount? The total should have been {$1100.00} Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Fri, XX/XX/XXXX, XXXX AM Hello XXXX, After the refund, your account was reinstated to the status prior to incorrect reversal, which was + {$100.00} USD. Venmo is a service of XXXX, In XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX AM to Support The account is short {$1100.00} Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote :

Company response to consumer: Closed with explanation