Consumer complaint received 2022-08-16
Company: Paypal Holdings, Inc
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
I opened a Venmo account to pay someone for yard work. I linked and verified my bank account but received an error message every time I tried to make the payment. I made numerous calls to Venmo over several days to get the problem resolved. The customer service representatives told me repeatedly that I should keep trying and it would work. It never did. And then they froze my account. I called again and was told that a frozen account requires an account specialist and that one would get back to me in 5-7 days. 

Then they sent me an email request, saying that they needed me to upload a government issued photo ID. I refused. I tried to close the account XX/XX/XXXX and received a message, stating that I needed assistance to close my account. I called again and requested that my bank information be deleted and the account be closed. I was told that I would need to have an account specialist close it, since my account is frozen, which would take 5-7 days. I told the rep that I would be filing a complaint with the XXXX  if this wasnt resolved that day. She said she couldnt help me and suggested I reply to the email that had the photo ID request and say that I want the account closed. I did but there was no response. This is a terrible way to conduct a business and I think the request for photo ID is shady. Ive used XXXX and PayPal and neither require photo ID. 

I submitted a complaint to the XXXX on XX/XX/XXXX and they contacted the company. Venmo has not responded. Ive requested numerous times via email and phone to close the account. Instead of doing so, they just keep responding to my initial request to unfreeze the account. Recently, when Ive tried to contact them, after verifying my account by my phone number, they disconnect me after a lengthy hold time. 

Although I've requested several times that they close my account, since they've frozen it and won't let me close it myself, they won't. Now, in addition to the request for a copy of my drivers license, they want a copy of my bank statement. I will not be providing either, as I don't want to use Venmo, I just want the account closed. Here is the message I received last night ( XX/XX/XXXX ) from Venmo : Thank you for contacting us. 

Your account has been frozen because we need to verify that you are the owner of this account. To help us with this verification, please use our Document Upload Form, linked below, to send in the following : A picture ( not a photocopy ) of your unexpired US government-issued photo ID that shows your legal name ( we can accept your driver 's license, state ID card, passport, or green card ) A recent monthly statement for the Bank ending with XXXX. 

You can find our Document Upload Form here : ( link deleted ) ( If you have trouble following this link, try copying it and pasting it into your browser. ) We need to see your ID in full, but feel free to cover any sensitive information on your other documents before you send them to us. We only need to see the last four digits of the account number, the date, and your full name. 

If you do not have a statement for your debit card, the bank statement is plenty. Simply leave the last 4 digits of your debit card number visible in the transaction section of the statement. 

For your privacy and security, please do not reply back to this email with your documents. Once you submit your information through the above link, we will review your case and reply with more information regarding your account. 

We appreciate your cooperation and look forward to hearing back from you. 

Regards, XXXX XXXX XXXX Venmo

Company response to consumer: Closed with explanation