Consumer complaint received 2024-11-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Complaint Regarding Venmo Credit Card Account : App Bug, Miscommunication, and Customer Support Failures Dear PayPal Customer Service Team, I am writing to formally raise a complaint regarding Venmo and its handling of my Venmo Credit Card account. This issue has caused significant financial and emotional distress and has not been addressed adequately. While XXXX XXXX  the financier of the Venmo Credit Card, has responded to my previous complaint, it is clear that the responsibility for the problems I encountered lies with Venmo/PayPal. 

Background of the Issue On XX/XX/year>, I received an alert from my credit monitoring service about a drastic drop in my credit score, suggesting potential identity theft. I immediately investigated all my accounts and discovered an unexpected balance of {$9900.00} on my Venmo Credit Card, along with approximately {$2600.00} in interest charges.

As a loyal Venmo user, I have relied heavily on the Venmo app to manage my account. However, despite checking the app frequently, I never saw this balance or any alerts about the accrued interest. The apps display consistently showed Venmo Credit Card without any clear balance or payment information, misleading me into thinking my account was in good standing. 

Additionally, I received paper statements from Venmo every month, and none of them showed this balance or the accumulating interest. This failure of communication from Venmoboth through the app and via mailed statementsprevented me from addressing the issue in a timely manner. 

XXXX XXXX XXXXXXXX XXXX  has confirmed that their billing processes are compliant and that all statements were sent according to their records. While I acknowledge their explanation, my complaint is not about XXXX or its processesit is about Venmos app functionality, its failure to display accurate account information, and the failure of its customer support team to resolve the issue.

Key Points of My Complaint Venmo App Bug and Miscommunication : The Venmo app failed to display my balance or provide adequate notifications about my account status. This is a technical failure that misled me into believing there were no outstanding balances or interest charges. Screenshots of the apps misleading interface are available to demonstrate this issue. 
Failure of Customer Support : When I discovered the issue, I contacted Venmo customer support and spent over an hour speaking with multiple representatives. Despite raising valid concerns about the apps functionality and lack of communication, I was met with dismissive responses and no actionable resolution.

Unacceptable Shift of Responsibility to XXXX XXXX  Venmo has effectively deflected responsibility to XXXX Bank, yet this issue clearly stems from Venmos platform, which users like me rely on to monitor and manage accounts. XXXX can not be held accountable for Venmos app bugs or customer service failures.

Company response to consumer: Closed with explanation