Consumer complaint received 2025-01-19 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: MS

Complaint narrative:
On XX/XX/XXXX, I reported some unauthorized charges that were made on my newly opened account. I received an email stating that the dispute was denied due to " They found that the transactions is Consistent with the payment history, the account is new so I don't have a payment history, the only payments that were made is what the scammers sent to themselves within hours of the account being opened. I asked that they reinvestigate this matter as I am in great need of the money that was sent to me and everyday, puts me in a worse position with my bills. I have never had or used a Venmo account prior to me opening this account on XX/XX/XXXX. The only transactions that were authorized on this account was for XXXX XXXX for {$5.00} ( since I was new to Venmo, I wanted to ensure that I gave her the right information before sending the money ) and XXXX XXXX for {$3400.00} ( sent the rest of the money now that the account was verified by me. The unauthorized charges were made to XXXX XXXX and someone name XXXX XXXX which are the scammers that compromised the account. I do not know any of theses people The account wasn't even opened 24hrs, the transaction were made minutes apart so they were able to send themselves all the money within hours. I logged in the next morning to send the money to my bank so I could pay a bill which is why the money was sent to me only to discover that my {$3500.00} was gone. Venmo will not assist in this situation, I have called and sent several emails and nothing has been done to rectify my issues. I asked that they provide me with the info that lead to their decision and im ignored. 

Venmo stated that they received an email from me stating that my son was responsible for the unauthorized charges, I never sent an email regarding XXXX XXXX being responsible. I also made them aware that my email was compromised and I no longer used that email which is why the email in regards to the complaint came from a different email. Also, I provided proof as to how the email was compromised and install a " Rule " on my computer that anything with the word Vemo would be directed to them so they were able to respond on my behalf even though I am not the one they are responding to. Why would I send a complaint and turn around and send another email that it was XXXX XXXX fault, that should have been a red flag as well as there were two different email with this communication. The compromised email : XXXX. Correct and the email that I sent the complaint : XXXX. I did not receive the emails that they were sending because Venmo was sending the email to the compromised email. Venmo was made aware of the new email but say that they sent it to the compromised email. Attached you will find a screen shot of the rule that the hackers made on the compromised email which all Venmo communication was sent. XXXXenmo had this proof in the complaint and did nothing with it. I have tried to talk with Venmo but no one would discuss the findings with me and now I see why. Please escalate this as I have been dealing with this for months. I can be reached at XXXX if you need further info.

Company response to consumer: Closed with monetary relief