Money transfer, virtual currency, or money service -- Trouble accessing funds in your mobile or digital wallet -- Complaint #11338637
Complaint Overview
Complaint ID: 11338637
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet
State: California
ZIP Code: 94608
Date Received: 2024-12-31T12:00:00-05:00
Date Sent to Company: 2024-12-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XXXX XXXX I got a new phone, when I tried to log in on Venmo from that phone, it gave me a login error that I assumed was a security measure from being logged in on multiple devices. I contacted support on Friday, XX/XX/XXXX asking for help to get my account logged in, and I heard back on XXXX XXXX XXXX : While we encourage the use of Venmo, we must ensure all users abide by our User Agreement. After reviewing your inquiries and account activity, we have found that your actions and activity have been in violation of this agreement. As a result, your account has been permanently deactivated and we regret to inform you that we can no longer offer you the Venmo service. We do not make these decisions lightly, and when we do, it is to help improve the safety of the Venmo community. Note that creation of a new account will not change this decision. The funds in your account will be held for up to XXXX days for loss prevention purposes. We will contact you at the email address on file with your Venmo account should these funds be available for transfer in the future. If you have questions regarding this decision, please note that we do not divulge our decision-making criteria in order to protect the systems that monitor activity on Venmo. I reached out for further clarification on how to get the {$200.00} dollars in my account out and they responded reiterating the above message, saying they would not explain why my account was being deactivated, that I was to wait 180 days should the funds become available. They added that I had originally been banned in XXXX, an instance I do not remember and clearly it did not stick because I have been using Venmo since then. Finally, at the end of the second email I was told : Please be aware that any future contact or inquiries will not be answered and that this matter will be considered closed upon your receipt of this email. When I reached out to their live chat on XX/XX/XXXX, they copy and pasted the emails I had received into the chat, and told me once again my only action was to wait 180 days to maybe get my funds. That live agent then disconnected with me suddenly after I asked about the ban in XXXX that didnt stick.
Frequently Asked Questions
What is Complaint #11338637 about?
Complaint #11338637 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Trouble accessing funds in your mobile or digital wallet. It was received by the CFPB on 2024-12-31T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.