Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #5929711
Complaint Overview
Complaint ID: 5929711
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: Ohio
ZIP Code: 44109
Date Received: 2022-08-29T12:00:00-05:00
Date Sent to Company: 2022-08-29T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My Venmo account was frozen on XX/XX/2022. I did not receive an email alerting me that my account was frozen which violates their user agreement. After contacting venmo customer support on XX/XX/2022 when I tried to transfer my funds and was not allowed because my account was frozen. The venmo customer support was reading from a script and could not answer my questions so I asked to be transferred to a supervisor 8 times. After being connected to the supervisor XXXX. She informed me that they dont review cases until the consumer brings it to their attention. She also informed that she would be creating an email thread between myself the consumer, XXXX the supervisor, and the account specialist who would being reviewing the account status. I was informed it would take two weeks from the time I brought to their attention to get the matter resolved. They could not provide me a reason after asking multiple times why my account and money was frozen. I have {$1200.00} sitting in my venmo account currently frozen. I was also told that this is happening a lot so they are busy. I received the email thread from XXXX on XX/XX/2022. I responded to the email thread on XX/XX/2022 asking for a status update. Just looking to see if it was even in the process of being reviewed. I received no response from XXXX or the account specialist team which I was promised from XXXX that the thread would be used for updates as well as her personally following up on the status and updates. I called again today XX/XX/2022 I asked again for the reason my account was frozen. They could still not provide me a reason. I asked for a status update they could not provide this as well and was informed it can now take 3 to 6 weeks in order for me to regain control of my account and funds. If possible I would like help regaining control of my finances being frozen by Venmo for no clear reason that they can provide.
Frequently Asked Questions
What is Complaint #5929711 about?
Complaint #5929711 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 2022-08-29T12:00:00-05:00.
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.