Unauthorized transactions or other transaction problem

Posted on Posted in Complaints, Finance

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On Saturday, XXXX XXXX at XXXX XXXX ( XXXX , MA ) : An unauthorized transaction of {$1200.00} ( total ) was made through my Venmo account while I was sleeping. I do not know how my account was accessed at all, but the money was being wired from my checking account to what I assume is a bogus/dummy Venmo user account that I have no affiliation with. I was informed of this transaction the following morning/afternoon by a phone alert through the Venmo app itself. The first thing I did was try to assess the situation and figure out how this could have possibly happened and during that time, I sent their customer support an email regarding my situation ( XXXX XXXX XXXX ). Following that course of action, I tried calling the Venmo Customer Support, which was unavailable at that moment. Afterwards I called XXXX XXXX XXXX to inform them of this unauthorized transaction and luckily the XXXX representative that I was speaking to managed to put a stop cancellation on the ACH file that was to be processed ( for {$1200.00} ) . Later in the day ( XXXX XXXX XXXX ), I received a response from XXXX ( abbreviated for privacy purposes ) of Venmo ‘s Customer Support, who stated that he will be escalating my claim to an Account Specialist.

On Monday, XXXX XXXX ( XXXX XXXX ) : The Venmo Account Specialist by the name of XXXX ( abbreviated for privacy purposes ) contacted me to inform me that after some investigation, Venmo has denied my unauthorized payment. but they did not provide any details of their investigation itself. I emailed them back for further clarification on my claim denial to which she responds with saying that : ” After reviewing your account we found no signs of unauthorized access. We came to this conclusion based on the fact that the XXXX used to make this disputed payments from this account. For these reasons we will be denying your claim. ” Following that response, I emailed her back basically saying that my initial complaint was that of an unauthorized transaction and that I believe their reasoning for this course of action is completely unfair on my end. I then requested for the exact GPS coordinates and IP address of these transaction, which Venmo refused to disclose. I then asked them to provide me information on the user account that my money was being sent to, which they have not given me a response to yet.

XXXX XXXX ( XXXX XXXX ) : I received an email notification from Venmo ( not their support ) that I now owe them {$1200.00} dollars since the bogus transactions could not be funded by my XXXX XXXX XXXX Checking A ccount ( due to me requesting a stop cancellation on them ). They then stated that the other user has the funds and I have to pay Venmo back for the coverage. I absolutely refuse to pay them a cent since I had informed them multiple times that I did not authorize any of those transactions and I am wondering if I could face any legal ramifications for doing do.

I also have screenshots of the transactions on my Venmo profile and of the bogus account as well as screen shots of my emails with Venmo ‘s Customer Support.

I have already changed all of my login information for all the online accounts I can think, filed a local police report, and I went to a physical XXXX XXXX XXXX location to close my current bank account and reopen a new one. I have also informed the employees and management of my situation to which they have assessed that this is a complete fraudulent transaction and that Venmo is the liable one here.

I obviously am taking their opinions with a grain of salt, but I hope you guys can help me out with this situation. I feel sort of powerless right now because someone was able to invade my personal information to such a degree that has caused me such trouble. I will provide any additional information as needed.

EDIT : SCREENSHOTS OF MY EMAILS BETWEEN CUSTOMER SUPPORT XXXX XXXX XXXX SCREENSHOTS OF MY VENMO FEED AND THE OTHER USER ‘S FEED XXXX XXXX XXXX

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