Consumer complaint received 2024-09-28 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Wrong amount charged or received — 
Company: Paypal Holdings, Inc
State: TN

Complaint narrative:
Hello to whom it may concern, I am a very frustrated and upset customer that used Venmo. I use Venmo App monthly to pay my rent to my landlord. I had never had any problems until recently. I tried to make my rent payment for {$1100.00} on XXXXXXXX XXXX,2024. At the time there was issues going on with Venmo after I hit the transfer button to send my rent a screen popped up saying to wait a moment and to try again later. I waited and tried to send my rent payment again, after hitting the send button the same screen popped up. I then continued about my day and tried to pay my other bills only to have them denied. I went to my bank account and say Venmo had taken XXXX dollars out of my joint bank account with my Fianc. I did not receive an receipt like I always do on Venmo, I checked my Venmo transaction, and nothing showed up as if I didn't make XXXX payments to my landlord. I contacted my landlord and he did not receive the XXXX rent payments of XXXX total of XXXX dollars. 
I immediately contacted Venmo. I filed a dispute and soon as it got denied I reopened the dispute to have it denied again. I keep hearing the same response from Venmo XXXX and Dispute team, since my Venmo transactions and XXXX Transactions do not show a receipt of the money there is nothing they can do I need to contact the bank. Even though I provided my bank statements from the month of XXXX showing that the money was taken out by Venmo. I even provided my bank statement from XXXX to show that the money was sent to the same account my landlords. Also my landlord who has an Venmo account contacted them thru email with me and my fianc XXXX times regarding this issue. My landlord has provided me with a letter, his Venmo transactions, and his Id to state he has not received this money. I also have filed a police report. 

** I have attached my bank statements from XXXX and provided XXXX to show that it was sent to the same venmo account. I have provided screen shots to show it is detail to show it was taken out of my account. I have attached a letter from my landlord stating he did not recieve it. I can attach the police report and all of the emails if needed These are some of the dates that I have contacted this company XX/XX/year>2024 Called twice ; regarding the system went down and we needed to file a dispute provided bank statements. Bank statements only showed pending. The XXXX said they couldn't do anything until posted Second time calling : XXXX stated he could see the system went down at that time, provided bank statements. He said to wait to see if it posted. Also to see if it will automatically go back unto my account or transfer to my landlord XXXX XXXX2024 : It posted XXXX XXXX2024 Called three times and emailed XXXX Provided bank statements talked to XXXX  XXXX I called Venmo customer service and spoke to a XXXX  about my dispute provided bank statements Called again around XXXX XXXX and provided same documents I emailed XXXX  of the XXXX  I had spoken to on the XXXX about filing a dispute. Provided bank states showing that it had posted. 
XXXX XXXX2024 I followed up with the same supervisor via email, he stated it had been disputed. 
XXXX XXXX2024 : Received XXXX emails from Venmo.venmo.com stating my disputes for XXXX had been disputed XXXX XXXX,2024 : I received an email From Venmo.venmo.com stating that my disputes had been denied. 
XXXX XXXX : I emailed the same supervisor stating my dispute had been denied asking him what I need to provide or do to get it reopened. NO XXXX XXXX XXXX ; Emailed an supervisor with my landlord and fianc regarding this matter. Landlord ; provided them with proof that he did not receive the money XXXX and me showed our bank statements and stated we lost the funds. 
XXXX XXXX : Email with a different supervisor denying my dispute XXXX XXXX : Fianc ( whose on the bank account ) messaged Venmo and provided our bank statements again XXXX XXXX Email with the same supervisor on XX/XX/XXXX, no response XX/XX/year> I called and talked to a supervisor regarding our denied dispute for the second time and provided the same documents over email again.

Company response to consumer: Closed with explanation