Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #4679373
Complaint Overview
Complaint ID: 4679373
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account
State: Texas
ZIP Code: 76013
Date Received: 2021-08-31T12:00:00-05:00
Date Sent to Company: 2021-09-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I was trying to send money to someone using Venmo and discovered that my account was frozen. From some of the reasons shown for a frozen account I thought that it was because they were not sure my bank would release funds. Therefore I transferred {$500.00} to the Venmo account and after it cleared I tried to send the money again. It said it wouldn't send because the account was frozen. After chatting online I was told that I received an email around XX/XX/2021 about the account. I no longer could access an email that old if in fact I got one. They re-sent the email stating that to unfreeze the account I would need to take a selfie of me holding my driver 's license and send it to them. This sounded fishy to me and I was not comfortable doing this. I then tried to transfer the money back into my checking account but it was refused because the account was frozen. Note that Venmo had no problem accepting the transfer to the frozen account but would not transfer it back. Their help agent said that this could only be handled by the account department who you can never talk to directly but have to work out only by email. The accounts department has not released my funds and have not contacted me but when they do I'm expecting them to send the same request that for the selfie which I will not do. XXXX transferred {$500.00} to Venmo from bank account XXXX chatted with Venmo customer service XXXX called Venmo customer service
Frequently Asked Questions
What is Complaint #4679373 about?
Complaint #4679373 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Managing, opening, or closing your mobile wallet account. It was received by the CFPB on 2021-08-31T12:00:00-05:00.
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.