Consumer complaint received 2024-08-13
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc (SC)

On XX/XX/XXXX I realized unauthorized transactions were made on my Venmo and PayPal accounts taking place throughout the month XXXX up until when I noticed it. I will submit my experience with PayPal in a separate CFPB case, focusing on Venmo below. 

These Venmo transactions were to individuals I didnt know, all containing the note of a gift emoji. In total, the transactions amounted to {$9400.00}. I reported the fraudulence to Venmo and made them aware I did not authorize any of these transactions. Since then, on XX/XX/XXXX I was made aware my account has been disabled. And on XX/XX/XXXX, that all cases were denied as the transactions were consistent with my payment history. These were all payments to individuals I did not know, for large amounts I did not authorize. I immediately followed up emailing the email given in the denied case emails, asking for a report of their investigation. They have not provided the report ( yet ). Additionally, I contacted Venmo support asking for the turn over of the reports delivery and to re-open and appeal all of the cases that were denied. The individual on their live chat said that the cases were re-opened and that I would receive the report within the next 10 days. Since the discussion, none of the cases have been re-opened, and I am left in the dark. Please help me with this very serious matter. Below are the logs of the agent telling me the cases would be re-opened. 


XXXX XXXX  ) ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX! Thank you for contacting Venmo Support, my name is XXXX and I am more than happy to assist you today. I noticed you typed Speak to an agent in the chat bot. Could you please provide me more details about your request? 
( XXXX XXXX  ) XXXX XXXX : XXXX XXXX - My recent Fraudulent activity cases were closed. I followed the instruction in the email and have reached out for the details of the investigation on my case. Do you know the turn around on such requests? I would like my disputes to be re-opened. These requests were not authorized by me. 
( XXXXXXXX XXXX XXXX  ( XXXX ) XXXX XXXX : Let me check XXXX ( XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX : Is about these and some other payment to - XXXX for {$1000.00} on XX/XX/year> payment to - XXXX  for {$300.00} XXXX XX/XX/year> XXXX to - XXXX XXXXor {$400.00} on XX/XX/year> XXXX tXXXX XXXX XXXX  for {$100.00} on XX/XX/year> payment to XXXX XXXX for {$200.00} on XX/XX/year> payment to - XXXX XXXXor {$400.00} on XX/XX/year> payment to XXXX XXXX  for {$500.00} on XX/XX/year>? 
( XXXX XXXX  ) ( XXXX ) XXXX XXXX : XXXX, I am more than glad to check the time frame to receive an answer if you appeal a dispute, and find the best alternative for you, I know this is certainly important. I would really love to assist you with that. 
( XXXX XXXX  ) ( XXXX ) XXXX XXXX : XXXX, the time frame is XXXX business days ( XXXX XXXX  ) XXXX XXXX : XXXX XXXX, yes those cases and a few others. Thank you. 
( XXXX XXXX ) ( XXXX ) XXXX XXXX : Thank you so much for allowing me to assist you., and I really love to resolve any other questions you XXXX have. XXXX I assist you with anything else? 
( XXXX XXXX  ) XXXX XXXX : Just those- reopening the cases, and about how long until I receive the details regarding the investigation of my case. 
( XXXX XXXX  ) ( XXXX ) XXXX XXXX : XXXX business days XXXX ( XXXX XXXX  ) ( XXXX ) XXXX XXXX : Business days are XXXX  to XXXX  ( XXXX PM ) ( XXXX ) XXXX XXXX : I also noticed your account is frozen and the Account XXXX team sent you an email about it XXXX  XXXX XXXX  ( XXXX XXXX  ) ( XXXX ) XXXX XXXX : Did you see that email? 
( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PM ) XXXX XXXX : Yes Ive seen the email notifying me that my account had been deactivated. I am fully aware of that decision. 
( XXXX XXXX  ) ( XXXX ) XXXX XXXX : Thank you so much for the answer. XXXX and I am sorry as well. About the disputes do you have any other questions? 
( XXXX XXXX  ) XXXX XXXX : Today all of my cases were closed and I was notified to email back should I want a report of the investigation ( XXXX XXXX  ) ( XXXX ) XXXX XXXX : Yes please XXXX business days ( XXXX XXXX  ) ( XXXX ) XXXX XXXX : XX/XX/year> ( XXXX XXXX  ) ( XXXX ) XXXX XXXX : That will be the 10 day ( XXXX XXXX ) XXXX XXXX : This is different from the 10 day turn around of resolution of the cases, no? 
( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : When you appeal a dispute. the dispute team take another XXXX business days ( XXXX XXXX ) XXXX XXXX : Why would the turn around of delivering an investigation report be 10 days as well ( XXXX PM ) XXXX XXXX : Ok. Understood. You re-opened the cases? 
( XXXX PM ) ( XXXX ) XXXX XXXX : You did it XXXX ( XXXX PM ) ( XXXX ) XXXX XXXX : You said you followed all the steps to do it ( XXXX PM ) ( XXXX ) XXXX XXXX : Did you reply to the emails the XXXX sent to you correct? 
( XXXX PM ) ( XXXX ) XXXX XXXX XXXX ( XXXX PM ) XXXX XXXX XXXX No - I didnt. I asked for the details from their investigation ( XXXX PM ) XXXX XXXX : I am asking for you to re-open the cases ( XXXX PM ) ( XXXX ) XXXX XXXX : Perfect ( XXXX PM ) ( XXXX ) XXXX XXXX : I did it ( XXXX PM ) ( XXXX ) XXXX XXXX : I just did it ( XXXX PM ) ( XXXX ) XXXX XXXX : And the dispute team take XXXX business days ( XXXX PM ) ( XXXX ) XXXX XXXX : XXXX? 
( XXXX PM ) ( XXXX ) Yenit L : It seems that you're no longer responding. Please feel free to reply to the email you will receive with the transcript of this chat and I will be more than glad to continue helping you on your case I am happy to comply with anything and everything that XXXX be needed of me. Thank you.