Consumer complaint received 2026-06-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
XXXX XXXX, I awoke this morning to find another Venmo denial sitting in my inbox. Almost XXXX weeks ago, I was picking up dinner for my FAMILY ; the card was declined. I walked to my car to check my account, and my balance had been drained to zero. A day right after payday! Almost {$400.00} in my account had been withdrawn from my account in XXXX XXXX. I then came home, apologized to the family, and contacted Venmo 's help desk via app. Did what I could at the time to appeal it, being that it was late at night and Venmo offices were closed! The following morning, I called Venmo regarding the matter. Told the agent during ( a recorded phone quality assurance phone conversation.... I had been robbed, transactions were not authorized, I'm SEEN ON MY HOME SECURITY CAMERA AT THE TIME OF THE INCIDENT, IN XXXX CALIFORNIA... SEVERAL CITIES AWAY FROM XXXX XXXX. I HAD MY PHYSICAL CARD IN MY POCKET AND USED IT PRIOR IN THE DAY AT OTHER LOCATIONS IN XXXX FOR PURCHASES AND XXXX $ XXXX WITHDRAWAL. I ALSO STATE THAT I NOTICED THE DISPUTED TRANSACTIONS ARE ON AN ATM IN XXXX XXXX, AND IF I'M NOT MISTAKEN, IT TAKES A PHYSICAL CARD TO PERFORM. ID LIKE THE FOOTAGE OF THE ATM AND LOCAL SECURITY FOOTAGE RETRIEVED TO CATCH THE PERP, ETC! THE ONLY LOGIC I CAN FATHOM OF SOMEONE HAVING MY CARD WAS A REPLACEMENT CARD MUST HAVE BEEN SENT TO THE OLD ADDRESS ( THE VENMO AGENT POINTED I STILL HAD LISTED ON FILE ), ILLEGALLY OPENED MY MAIL, AND HACKED MY ACCOUNT! AGAIN, NO AUTHORIZATIONS WERE MADE BY ME TO TAKE MY FUNDS WERE GIVEN TO -- ANYONE --! ANYONE CAUGHT USING MY CARD OR ACCOUNT NEEDS TO BE XXXX AND PROSECUTED. After my relays, profile updates, and assurance that the matters would be handled by the agent... we ended the call! Shortly after the call, I made a police report regarding the matter at hand. A couple of days went by, and Venmo replied with a denial! I called Venmo back, agitated, and repeated the steps. Also, I asked for a REGULATION E APPEAL on the denied request. The agent explained during the " recorded chat '', that she was unaware of what that meant and offered other solutions. I asked to have the call transferred to a Supervisor in the Fraud, Risk Department, and she stated that they only take emails and not phone calls. I followed the only recommended aid she offered, which was sending me an email that I would be able to upload my screenshots of the home security footage and police report! To serve as evidence towards the reopening of my claim. I also asked her to email the supervisor regarding the Regulation E appeal, and she claimed she did.... towards which I have yet to receive a response. The only contact I've received since my complaints and compliance is denial emails. With what I believe are absurd excuses as to why I am being denied! According to the new denial. The assailant must have been aware of how much money I had in my account to be able to deplete my funds! I don't understand why Venmo agents are claiming I must be complicit in the crime! DON'T ALL ATMS HAVE A CHECK BALANCE FEATURE? IF THE XXXX HAS ACCOUNT INFORMATION.... WOULDN'T THAT MAKE IT A CYBER CRIME AS WELL? Again, my verbatims of I DID NOT AUTHORIZE.... my emails of I DID NOT AUTHORIZE....... my police REPORT OF I DID NOT AUTHORIZE..... ATM CAMERAS AND STORE FOOTAGE ILLUSTRATING THAT WHOEVER DID THE CRIME WAS NOT ME. MY OWN HOME FOOTAGE AND PRIOR IN THE DAY CARD USAGE ALSO ILLUSTRATE THAT I DID NOT COMMIT THE CRIME. PERSONAL AND PROFESSIONAL EMAILS BEING CONDUCTED AT THE TIME OF THE CRIME MEANS I WAS BUSY AT HOME WORKING. INTERNET WEB BROWSER HISTORIES, WIFI CONNECTED TO MY ELECTRONIC DEVICES, ELECTRONIC KEY PAD ENTRY AND EXIT ON MY APARTMENT DOOR ACTIVELY TIME-STAMPING MY COMING AND GOING. THESE ARE ALL IRREFUTABLE EVIDENCE. So again I called Venmo... again requested another REGULATION XXXX APPEAL! The agent did not comply! I asked to be transferred again to a supervisor in the XXXX XXXX Department. The agent assured me that she was writing emails to departments to escalate the case at hand. Later she offered to transfer me to a supervisor ( of which department I can't recall ). THIS SUPERVISOR ( AGAIN DURING A RECORDED FOR QUALITY ASSURANCE PHONE CALL ) ... WAS VERY RUDE, DISMISSIVE, UNCOOPERATIVE, RETALIATORY TO ME HAVING DIFFERENT OPINIONS AND ASKING QUESTIONS. OFFERED NO HELP.... DECLARED THAT NO HELP CAN BE GIVEN ... REFUSED TO TRANSFER MY CALL TO CORPORATE OR EVEN SEND EMAILS TO CORPORATE PER MY REQUESTS. I EVEN COMPLAINED ABOUT THE EVIDENCE REFUSAL AND THE JUDGMENTS RENDERED AND STATED I'D LIKE FOR HER TO MENTION ON RECORD THAT THE OPEN PROFILE OF MINE THAT SHE'S READING TEMPLATES FROM .... DOES NOT SAY THAT ANY XXXX OF HER DEPARTMENTS ' TEAM HAD REACHED OUT TO ME WITH QUESTIONS TOWARDS ANY RESOLUTION THEY MADE.... NOR PAID ATTENTION TO IRREFUTABLE EVIDENCE. THAT MEANS I WAS NOT GIVEN ANY PROPER INVESTIGATION ON THE MATTER AND WOULD LIKE TO LODGE COMPLAINTS TO THE HR DEPARTMENT. NONE OF MY REQUESTS WERE FILLED ; MOST OF MY CONVERSATION WAS ARGUED INSTEAD OF HELPED WITH. I AM VERY UNHAPPY WITH THE CONDUCT AND GROSS NEGLIGENCE APPLIED ABOUT ME BEING ROBBED FOR ALMOST {$400.00}! YOUR VENMO CONTRACT STATES I AM TO BE PROTECTED FROM CRIMES SUCH AS THIS. YOUR CONTRACT STATES THAT I AM TO BE GIVEN A PROPER INVESTIGATION! YOUR CLOCKED-IN STAFF IS REQUIRED BY COMPANY POLICY, STATE LAWS, AND FEDERAL LAWS TO ADHERE TO PROFESSIONAL CONDUCT WHILE THEY ARE CLOCKED IN UNDER THE ROLES AND TITLES ASSIGNED TO THEM! I WAS RECORDED AND ACTIVELY DISMISSED AND LIED TO REPEATEDLY DURING THE PHONE CALL WITH THE " SUPERVISOR ''. CONSTANT TALKING OVER ME, REPEATING SCRIPTS THAT HAD NO RELEVANCE TOWARDS WHAT WAS BEING SAID OR ASKED. ACTIVELY REFUSING TO AID ME ( CUSTOMER )! I HAD TO REMIND HER REPEATEDLY DURING THE PHONE CALL SHE WAS BEING RECORDED AND HER MISCONDUCT WAS HIGHLY UNPROFESSIONAL. SHE EVENTUALLY JUST HUNG UP ON ME AFTER DENYING AID. This breach in your promised security is costing me dearly, and I need your IMMEDIATE HELP! ANYTHING I CAN DO TO HELP CLEAR UP MY NAME AND THE ISSUES AT HAND I'LL COMPLY WITH. AGAIN I HAVE REPORTED THIS TO THE POLICE... SO ALL I SAY IS TRUE UNDER PENALTY AND PERJURY.... FACING PROSECUTION IF I AM FOUND LYING! WHICH CLEARLY ISN'T A PROBLEM BECAUSE AGAIN..... I AM INNOCENT TOWARDS THE CRIMES! I AM FULLY PREPARED TO ESCALATE THIS ISSUE TOWARDS THE HIGHEST AUTHORITY APPLICABLE ... AND WILL BE SENDING THIS EXACT EMAIL AND MORE TO THE OTHER AGENCIES BEING PROMPTED TO ADDRESS THIS, CYBER BREACH, AND BREACH IN OUR CONTRACT! PLEASE REACH OUT ASAP AND AID ME.... MY FAMILY AND I SUFFER MORE HARDSHIPS WITH EACH PASSING MOMENT. XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief