Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #8274359
Complaint Overview
Complaint ID: 8274359
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: Wyoming
ZIP Code: 824XX
Date Received: 2024-02-02T12:00:00-05:00
Date Sent to Company: 2024-02-02T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have had NOTHING but problems with Venmo! First they suspend my account bc they couldn't verify my identity, I waited XXXX business days for someone to even be assigned to my case to look at it then another XXXX business days to be unsuspended. Then a month later I send money to somebody and all of a sudden I'm suspended again. This was XXXX days ago. They suspended my account for unusual activity. I have a good amount of money in my Venmo account as well as set to get another direct deposit into my Venmo account tomorrow when I get paid so now I have almost half of my funds in my Venmo account that's now suspended again for the second time in a matter of a month and a half because they can't verify my identity but I've sent them my photo ID at least XXXX times. I have contacted them via phone. They tell me that I have to wait XXXX business days to get their security team to even be assigned to it again what I went through just a month ago I have chatted. They tell me the same automated messages even though I chose to speak to a live agent they sent me the same Message you have to wait XXXX to XXXX days for our security team to look over this. Then I asked for a supervisor the supervisor emails me says the same automated message to me again doesn't give me any reassurance at all just that I have to wait. I have emailed them. I don't know how many times the support team that security team that they claim to be the only ones that can lift the freeze no response ever from them, it is now day XXXX. I have no response from the security team they claim to have. After XXXX days I finally got a representative assigned to my case. Her name is XXXX XXXX she contacted me finally after multiple emails phone calls only to email saying the same information I've already gotten the last XXXX weeks trying to figure this out. On top of that her and XXXX different people email me with smilie faces and hearts like they are so happy to be alive, like my anger and my account issues are just some joke to them. They know I'm not happy so the sarcastic reactions after taking weeks to reply to me is not appreciated at all!!! She made me upload my bank statement for a payment method that's not even on my Venmo account which is very weird how she even got that info. This was yesterday so I did that almost immediately after she sent me what to do. Waited all day for a reply from her. Emailed her about XXXX times called Venmo. They told me they were expediting the issue and putting in a message for me to her. Still no reply yesterday from her this morning got a reply from her saying that I needed to do it again so did it again and now I've emailed her at least XXXX times again and no reply and this was at XXXX AM. It is now almost XXXX PM mountain standard time no reply this company is just so unprofessional and unacceptable! I attached photos showing how many messages I've sent them! They haven't replied except 2 times. That was yesterday and today this has been going on since XX/XX/XXXX
Frequently Asked Questions
What is Complaint #8274359 about?
Complaint #8274359 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 2024-02-02T12:00:00-05:00.
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.