Consumer complaint received 2023-03-04
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
First and foremost sadly I'm a victim of identity theft, online fraud and online XXXX due to some kind of data breach with XXXX. Ever since that incident happened things have been down hill for me, between crooks getting into my bank account, trying to get things in my name etc. The issue is that I have had an account with Venom for quite a few years already which the account was only used to send a receive money from family not friends and family strictly family. Well I haven't used my account since XXXXXXXX XXXX XXXX so I had went to go and log into it because my mother wanted to send money. Well as I mentioned I haven't used it, so I wasn't able to get into my account at the time because it wanted to send a text verification code to a phone number that ironically wasn't even mine. I never had that number. So I had reached out to them via chat and they asked me to fill out a form and provide my valid I'd along with a selfie of me holding my id. They said they will verify the information that I provided and then determine if the can send a one time verification code so that I can gain access to my account to update my phone number. Almost a week later of battling with them over this verification code they I was told that I would receive within 24-48 hours I got a week later. So I finally get into my account and tried to update my phone number and it wouldn't let me. Thank god I informed my mother about it and was able to tell her not to send money to it because once I logged out I will lose access to it again. Which is exactly what happened, I was very frustrated and decided to wait a day or two before reaching out to them. This time I was reaching out via phone the part that I find to be very disturbing is when the conversation had started the agent was able to clearly hear me all the up to them being able to verify my account once my account was verified all of a sudden they couldn't hear me and I was getting hung up on which this happened more than once. So I started out by contacting them via chat which made no difference because they were ending chats on me. Almost two weeks later when I was finally able to reach the right agent to provide me with another access code and assist me with updating my phone number magical my account is frozen and I was only able to receive funds not send or make any other type of tranactions. Do they think I am stupid if I receive funds I wouldn't be able to spend it or transfer to my bank account. So they told me to fill out a form and provide them with bank statements for every debit card on file to prove ownership which I did. There gon na turn around and tell me that I am to much of a high risk for them that they have to protect there self and there customers they are permanently closing my account. I said wow wait a minute I have never done anything wrong there are no fraudulent transactions or activity on my account whatsoever and I hadn't used it in a little bit over a year. They said sorry your high risk for us the payment methods that you have on your account was found on others with your information with not such good activity. I told them excuse me how can you consider yourself protecting customers if your not protecting me. We have already been down this road a few years ago when an agent informed me of other accounts being in my name that weren't created by me he closed them and said if any others were created they would automatically be closed well apparently not and I was never into about any kind of activity of course because it wasn't me but yet there specialists choose to make assumptions pretty much call me a liar and say that it was me. Which is very rude and unprofessional. I can care less if my account is re opened or not I deserve better than being accused by a place of business she should be terminated.

Company response to consumer: Closed with explanation