Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #5868820
Complaint Overview
Complaint ID: 5868820
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: Pennsylvania
ZIP Code: XXXXX
Date Received: 2022-08-11T12:00:00-05:00
Date Sent to Company: 2022-08-11T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have an account with Venmo , LLC that was created with my old cell phone number and my existing email address. When I created the account I linked it to my primary bank account ( which is still on the account ). The handle is XXXX XXXX On XX/XX/XXXX a family member paid {$110.00} to this account ( Payment ID : XXXX ) but I am unable to access my Venmo account and my money because I do not have access to the cell phone number I had when I created the account. I have the correct login credentials ( login and password ) but Venmo is requiring a two-factor text to verify my identity. I contacted Venmo to help me reset the account. I provided my email address and banking details at their request ( which is supposed to unlock my account ). Venmo is insisting that I provide a scan of my face and Government ID to reset my account. They specifically said not to omit or cover any information on your ID. I think I should not have to hand over this personal data to this company since I have no assurances they will use it responsibly. I find it very disconcerting that they do not have a process to unlock my account without providing them with a scan of my ID and my face. They also have no way of reaching customer service except for submitting a case through their website and waiting for someone to correspond via email. Most responsible financial institutions have a process to establish identity by answering security questions or identifying past financial transactions known only to the real account holder ( old address, mortgage lender, etc ). Its almost like they are capturing my money by design.
Frequently Asked Questions
What is Complaint #5868820 about?
Complaint #5868820 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 2022-08-11T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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.