Consumer complaint received 2024-10-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
For starters : I had a XXXX  card I made reservations with for XXXX XXXX at XXXXXXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX for XXXX XXXX posted in the XX/XX/XXXX. The XXXX  account was closed XX/XX/XXXX and the card deactivated. Before I arrived the card was used to make the reservation. after being closed XXXX  had told me the merchant can force payment from a deactivated card. Since I paid venmo in person at the front desk on the XXXX this became a duplicate charge. And because the card is deactivated and the account closed, XXXX  has said I can not dispute this charge. So to satisfy the debt owed I disputed the second charge made with venmo for that day to clear the debt and officially have the account out of the negative. I am currently paying a credit cleaner XXXX dollars to clean up my credit to be able to apply for business loans. This unpaid charge from XXXX is not helping at all. That brings me to my claim. 

Venmo has again decided to deny my dispute of a duplicate charge for the second time. On XX/XX/XXXX I filed a dispute for XXXX due to paying twice for that day. I didn't catch the charge right away due to not checking a closed XXXX  account. I started receiving emails that my account was overdrawn. And thinking XXXX  was mistaken I checked it. And there was my balance at XXXX. So after I sent the dispute in on the XXXX it was denied despite having screenshots of the XXXX charge. It was denied 30 minutes after I submitted the documents. So I called venmo and spent over an hour on the phone with XXXX XXXXin the disputes department. We went through the dispute with a fine tooth comb. She told me specifically what they look for when deciding and I sent those documents to her. She looked them over and said that was perfect it shouldn't be a problem. And the case was reopened on XX/XX/XXXX. I also filed a dispute for a partial credit of XXXX XXXX charge of XXXX dollars due to being over charged by XXXX XXXX  in spite of not having hot water and no water at all during the day. I provided proof the hotel knows about the water issue and there is a history of prorated rates due to the inconvenience. However a rude and nasty front desk clerk forced me to pay the rates of XXXX dollars on XX/XX/XXXX and XXXX dollars on XX/XX/XXXX for the XXXX. She knew I has paid for the XXXX with XXXX XXXX and checking out would forfeit them. As well as hotels were booked for a football game. Not honoring the prorated rate ive been paying and had a history of paying with my venmo card. XX/XX/XXXX I disputed the XXXX dollars of the XXXX. Only to find out XX/XX/XXXX both the XXXX XXXX duplicate charge and the partial credit were denied. The duplicate charge for a second time because they spoke with the hotel and they said they refunded the charge. And im not guaranteed hot water when I booked the room. And im disgusted. 
# 1 ) the hotel can not refund the payment to a deactivated card and closed account. Well they could but they didn't. But I can't dispute it with XXXX. I have to pay it. 
# 2 ) XXXX I sent venmo my actual bank statement printed from XXXX  on XX/XX/XXXX for XXXX the XXXX showing its the only charge for that month. And proof to this day my account is in the negative for that precise amount. And venmo took the word of the hotel over literal proof they lied. But didn't request from choice hotel proof of refund. 
# 3 ) I opened a dispute today for the XXXX dollars of the XXXX I was charged by a rude and vindictive front desk clerk for XX/XX/XXXX on XX/XX/XXXX not honoring the prorated rate for the inconvenience of no water until XXXX  and no hot water at all. Knowing I would lose my point already paid for Sunday. 
I really need cfpb to compell venmo to do the right thing. Im shocked that venmo has taken the word of someone who refuses to pay the hotels gas bill over a bank statement and ledger charge as proof. I also sent with appeal a screenshot of an email with hotel management proving a history of prorated rates to match previous charges with previous venmo payments. And that they've been accommodating me due to the inconvenience. But somehow I was denied. I cant produce anything more concrete than a bank statement and current negative ledger balance to date at this point. And with no new documentation venmo will just deny it again unless forced to do the right thing. I was told what I sent was perfect documentation of proof of duplicate payment. So why was the word of a liar at the hotel more valid than the documents they require, being provided? And why didn't the hotel have to provide receipt of the refund to the card? I know they cant produce that. But the fact they didnt have to produce receipt of refund, when protcol stated I did to even request an appeal, only to be denied is unacceptable. And is enough for me to number my days with venmo. But before I go. They need to refund my money.

Company response to consumer: Closed with explanation