Consumer complaint received 2023-06-08
Company: Mercari, Inc.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/23, I attempted to withdraw my earnings I had made from two separate sales I completed on Mercari. Mercari is similiar to XXXX. Despite the fact that their website says that identity verification is not required in order for a seller to withdraw their earnings via direct deposit transfer, Mercari is requiring me to submit identity verification documents in order to withdraw my earnings. They currently have my account restricted leaving me unable to access any of my earnings available in my mercari account, a total of {$180.00}. I have submitted identity verification documents now three times, the first two times they said it couldnt be verified since they claimed my id photo on my drivers license didnt match my selfie. Finally the last time I submitted the requested documents, I had gone to the DMV and gotten a new drivers license with an updated photo. I was also required to verify personal information such as my social security number, address, and date of birth. All of which was verified correctly. On XX/XX/23 I submitted my identity documents via the app and received an email moments after stating my identity verification was successful which should have restored my account access to non restricted. Except for whatever reason my account is STILL limited leaving my unable to withdraw my money and says my identity verification is under review. This is absolutely unacceptable and totally illegal what they are doing. I have not violated any terms of the user agreement, I have provided all requested identity verification documentation, verified personal identifying information, all of which is more than sufficient proof to verify someones identity. Especially considering none of that is even required in order to simply transfer my earnings via direct deposit. They are wrongfully holding my money which is owed to me and threatened to close my account with my balance. This seems to be a common practice of Mercari, illegally and wrongfully withholding users earnings without any legitimate reason. I need someone to speak to Mercari on my behalf bc their support agents have not been helpful and have only repeatedly told me to resubmit the same documents which I have already sent in numerous times. There is no reason if I received a notification and email from Mercari saying my identity verification was approved that the app should still list my account as restricted. When I try to withdraw my balance it says I need to verify my identity but as I have said, I have already done that. They have now illegally held my money for over a month and I desperately need access to my earnings which are legally owed to me. The support agent who has been in touch with me is named XXXX XXXX and the other is named XXXX XXXX I would like to have full access to my Mercari account and have this ridiculous restriction on my account removed so that I can finally transfer my money off off their platform. Screenshots are included.

Company response to consumer: Closed with explanation