Consumer complaint received 2024-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Paypal Holdings, Inc
State: GA

Complaint narrative:
This is what I keep saying to them both verbally and in written communication : ( I have contacted them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX/XXXX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) There were 3 fraudulent charges placed at a vendor named XXXX  ( which is a store that does not even exist in the state that we reside ) on XX/XX/XXXX in the amount of {$150.00} ( yet only {$50.00} was taken ) per transaction which are unauthorized and still showing as submitted disputes within my app rather than received and I have contacted Venmo NUMEROUS times. The transactions hit my sons account on XX/XX/XXXX. 

Case Number : XXXX ( XX/XX/XXXX ) I was told I would receive an email from the dispute department with an update of the status of the investigation of these fraudulent transactions. The only email I have received is from XXXX stating I would be receiving an update in the next couple of days and that was XXXX weeks ago and I never received any communication after that. 

I was told it would take XXXX days to investigate these transactions just because it is my teen sons account. If these disputes began on XXXX documented. Since these transactions occurred at a store that does even exist in the state where we live and he just turned XXXX he can not go XXXX miles down XXXX XXXX without my permission so he most definitely did not go out of state as I have an app that shows me where he is at all times and it also records where he has been. If you need the documentation of his driving and destinations I can gladly give you that information. 

This has put me in a financially difficult situation and I would like to have some sort of acknowledgement that someone is AT LEAST looking into it. At this point I would think everything should have been reviewed but every time I ask for an update on the app either they tell me the dispute has not been filed ( I believe I heard that twice ) or they escalate it to the dispute department which comes with a They will reach out via email and again I have had communication with anyone which, as stated before, there was XXXX email in actual regards to this situation and the other emails are requesting a survey to be filled as to how my experience was and I will tell you right now I have not answered those or taken those emails because I am thoroughly DISGUSTED at the business procedures from Venmo. This is BEYOND ACCEPTABLE. 

Here is a copy of an email I received on XX/XX/XXXX : Hi XXXX, XXXX from Venmo Purchase Support Team here! 

I'm sorry if you haven't received any update about the dispute on your teen account. I don't want this to be a negative experience for both of you so let me check this out and help you! 

Upon checking the status of the disputed transactions below, I see that your dispute is still being investigated by our Account Specialists that's why you haven't receive any communication from them yet. Your dispute is of utmost importance to us, our experts are actively working on it, and we kindly request your patience for just a bit longer. We anticipate having a comprehensive update for you within the next couple of days. 

Authorization - XXXX # XXXX for {$150.00} on XX/XX/XXXX Authorization XXXX XXXX # XXXX for {$150.00} on XX/XX/XXXX Authorization XXXX XXXX # XXXX for {$150.00} on XX/XX/XXXX In the meantime, you can check the status of your dispute at any time by navigating to the Disputes section in the Venmo app.

1. Go to the " Me '' tab by tapping your picture or initials 2. Tap the Settings icon near the top of the screen 3. Tap Get Help 4. Select Disputes 5. Tap the dispute in question Once there you can view the details of all your ongoing disputes.

Im sorry for the inconvenience and I hope this information helps out. If there are any other questions that I can answer for you regarding this matter, please don't hesitate to reply here and Id be happy to further assist! 

Best, : XXXX : ( XXXX ) XXXX ( XXXX XXXX  to XXXXXXXX XXXX XXXX, seven days a week ) : Chat with us on the Venmo Mobile App XXXX XXXX  | Venmo Support Do you see the words Your disputes are is it the utmost importance along with you will be hearing something within the next couple of days? A couple indicates 2-the NUMBER 2. Have I received any updates? NO! Have I been able to see any progress or updates within the app for these disputes? NO! 

I know Venmo is not registered with the XXXX XXXX XXXX  but your parent company, Pay Pal, is and at this point I will be filing a complaint with the XXXX  against Venmo and XXXX along with filing a complaint with the Federal Trade Commission if I do not have this situation resolved IMMEDIATELY. 

I would like to know what is going on and I also would like to not be stuck on a chat session for XXXX hours as that is what it normally takes with all the transferring of departments, queue position holds and let me reach out and ask delays. 

Now, I sent this same exact wording on XXXX, XX/XX/XXXX : I have the transcript from that conversation and was told that I would receive a new escalation/reference number within XXXX hours and SURPRISE SURPRISE NOTHING! I was told no number was generated because the case manager emailed the disputes team directly. Again, NOTHING! No email, no new numberno communication. I was told that it was being put through to the highest escalation that it could be and I am thoroughly DISGUSTED with this entire process. 

Even if you need a little more time that would have been ( please note the use of the past tense ) IF I HAD RECEIVED SOME SORT OF COMMUNICATION BUT I HAVE NOTHING! 

I have tried calling XXXX but there is no option for help with a dispute nor an option to speak to someone.

Company response to consumer: Closed with explanation