Consumer complaint received 2022-09-16
Company: Paypal Holdings, Inc
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
First off the first complaint I made towards Venmo, you completely lied a few times during that whole response. One being that I changed my username and that will flag security yet you cant even change your username!!! Not that I ever seen anyway. I changed my EMAIL, which is common and happens a lot for many different reasons. Then you tired to say I transferred XXXX and that I then cancelled it, and that would also alert system, which is completely FALSE!!! You guys froze my account on XX/XX/XXXX and I made that transfer XX/XX/XXXX, which it was to be completed on XX/XX/XXXX but since you guys froze my account, it automatically wouldnt transfer and after almost a week it then went back on balance in venmo. I NEVER cancelled anything, it never went through due to you guys freezing, which you clearly would be able to see, so to lie with that response is just ridiculous. Now to the whole reason why I am having to come and make another complaint. Not only did you guys reply saying my money would be released on September 10th, 180 days after you froze and you guys saying is in the TOS to hold funds for 180 days or sooner. Now here we are on XX/XX/XXXX and I STILL HAVE NOT HAD MY MONEY RELEASED TO ME!!!! Every time I email, you guys give me the automated response of unfortunately we are no longer able to offer you the Venmo service and how my account is permanently deactivated, and how you guys dont come to this decision lightly, when every single time I have contacted I have stated I DONT want the account activated and I will never use any Venmo or PayPal service ever again, all I want is MY money released. But clearly you guys never even read the long messages so many of us write, just for you guys to still never help, and ignore every single thing someone needs help with. I have been told 9 times that my money wouldnt be held any longer than XX/XX/XXXX making it 180 days, yet I have contacted support through the app, emailed, and called EVERY single day, just to constantly be told that it needs to be reviewed by another department and how they will contact me through email, just for them to send me the bs response of they cant reactivate my account, and if I have any questions just to email but puts in the email that they will no longer be answering questions about the situation, WHEN THEY NEVER HAVE ANSWERED ANY single question, and hasnt helped what so ever to get my funds released and the account finally closed. ALL I WANT IS MY MONEY!!!! You guys have already screwed me over so much that my kids and I lost our house due to you freezing almost XXXX of my money and not letting me transfer it out. I have fell behind on bills because of it, and I kept telling them that I would get it all paid on XX/XX/XXXX when I got my money back, and here you guys are screwing me over again with not giving me back my XXXX!!!!! I now have had to hire a lawyer, taking more money away from my children because of having to do so just because you all keep lying and are holding my money for NO REASON!!!!!

Company response to consumer: Closed with monetary relief