Consumer complaint received 2024-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: WA

Complaint narrative:
I received my tax return of {$4000.00} on a Venmo prepaid card. I went to the bank and took out {$1000.00} cash from the account then attempted to use the card at an ATM. It did not work so I went to a different gas station and again attempted to use it that time it did work and I was able to get {$20.00} worth of gas shortly there after I noticed an authorized transactions on the card. It was being drained very quickly and money transfer were being made to people who I had no idea who they were. In addition I was told by the customer service at Venmo that the email and phone number had both been changed on my account I said thats impossible because Im the only one thats had my card in my phone the whole time then I started remembering about skimmers that have been a big problem everywhere I assume but this was all done in XXXX, Washington Went on the chat option on the website and asked immediately that the card be canceled because I was getting an authorized people using it, and the money was going down. They said that they would take care of it and I said as I was a flight attendant and getting ready to take off, I would have to sign off then the next day I checked the account on my phone, and it was being drained more and more and more and I had not used it at all. Not one bit I again Contacted them via the chat option on the website. Explain the situation from before and ask them to cancel the card immediately the woman on the other, and clearly did not understand what I was asking for even though I asked over and over and have the screenshots of these chats to prove so she promised me it would be done and again I took off when I landed. I immediately checked my card and it had been drained all the way down to zero I immediately called Venmo and luckily it was able to get through to somebody who understood my needs, and she went through and disputed every charge as they were all fraudulent 100 % fraud fraud fraud fraud fraud. I told her the only time I used it was the XXXX dollar cash withdrawal that I took and in the small print of the customer service agreement I noticed that they said that they would replace my funds if I had an authorized usage that would take 10 business days then while they did their investigation, so I was in the assumption that this would be done the next day I got an email saying that my account had been closed and that was that and the decision would not be reconsidered I emailed back and said I understand this. What about my money am I gon na get my money back? You said the customer service agreement that you give the money back and they said nope the account been closed and your just out of luck I said well I can prove that I asked two times to Cancel the card and it had never been done and I have a screenshots to prove it. They have not responded to that request and just told me that that that decision to close my account will not be reconsidered now I dont know whats gon na happen to my state refund I dont know where thats gon na go. I cant get a hold of anybody there. I find it very very, very poor business sense and its a fraud.

Company response to consumer: Closed with explanation