Consumer complaint received 2024-04-24
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc (GA)

On XX/XX/XXXX my husband transferred me XXXX out of his bank account to my Venmo account to pay for a XXXX XXXX XXXX urgent repair. They took money out of his ( sender ) bank account immediately and sent it to my Venmo account within a few minutes. From there I initiated an instant transfer and Venmo took their {$5.00} fee and " sent '' the rest to my account. This amount was supposed to be {$290.00}. However, as of now, three hours later there's nothing transferred to my bank account. I've talked to 1 inept chat agent, reached out through XXXX like XXXX and finally a phone call. They keep giving me the runaround saying its my banks problem but its not in my bank and they cant see it either. I keep getting lied to saying it was successfully transferred but on the Venmo app it shows transaction " pending '' When I called the phone agent, XXXX XXXX, also saw that the inept chat agent opened a dispute which according to voice agent shouldn't have been done. Now my husband is out of XXXX and so am I and Venmo refuses to return our money claiming that they don't know what the issue is. I've heard that Venmo is having issues and Paypal, its head corp, is holding on to instant transfers deliberately. Now the agent on the phone, whose name is XXXX XXXX, is telling me the chat agent who opened the " dispute '' screwed me over as now it will take 10 days to see if I ever get the money. She said that if they cancel the dispute it will close out I also risk not ever seeing the money. Meaning Venmo will happily pocket {$300.00} and I will never see it either way. How is this even legal? XXXX XXXX also sent me this email as apparently there's nothing they will do at this point. Just a bunch of platitudes and no money and no actual explanation given. Everyone just washing their hands off each other. They asked that I tell my bank, XXXX XXXX, that they did a real time transfer from venmo bank to bank completed on their end. Of course the bank is not seeing anything. They have put me in a very dangerous situation by not releasing this money. This is the last email they sent me. Of course, XXXX XXXX is saying its not on their end. I still don't have my XXXX dollars. 
" XXXX, XXXX here with Venmo Support! I am so sorry about this situation. I know how important it is to locate these funds, I'm going to do all I can to help! 
Afteryou initiate an Instant Transfer, well notify youonceyour bank acceptsit. In this case, I see that your bank accepted the transfer.Sometimes banks take longer than expected to add themoneytoyourbank account. 
At this point, its best to reach out to your bank XXXX XXXX directly, astheyvealready accepted your transfer.It is important to let them know that your transfer was completed with the bank-to-bank Real-Time Payment network, rather than through the ACH. 
Please get back to me here via email and let me know what they say about the transfer. 
Looking forward to resolving this together XXXX. 
Truly, XXXX XXXX | Venmo Support ''