Consumer complaint received 2022-04-08
Company: Paypal Holdings, Inc
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
On Monday XXXX at approximately between XXXX and XXXX. I created an account with the company VENMO to send emergency funds to a relative. I successfully added a debit card to the account and proceeded to try and send the requested funds with no success. I received an error message stating there was an error with my request. I then added my bank institution to the account and tried to send funds again and received the same error message. I contacted my bank directly to see if there was any flags on my account, as well as shadow me while trying to send funds for a third and fourth time using the VENMO app. On the fourth attempt I received a different message saying " Your account has been temporarily frozen due to resent activity, please follow the steps in the link below to unlock your account ''. 



When clicking on the link there was a generic resolution webpage with steps to un-freeze VENMO accounts. Most answers provided steps to manually unfreeze the account using the VENMO app. The VENMO app did not support the steps listed on the help page. All other information provided on that page and linked subpages said to email XXXX. I sent an email to the address and received an email back promptly, XXXX minutes later, with links to the same support page that I started with. After searching the VENMO support page deeper, know approximately XXXX, I found a listed number to VENMO customer support that said " call to speak to a customer support representative. After XXXX minutes of pressing numbers through the VENMO automated navigation system I realized there was no avenue to speak to a human being. Another thing I stumbled upon while navigating the support page is that the main/fastest way to speak to the VENMO customer support team is to message them on the companies XXXX account ... ( I refuse to communicate and share personal information VIA XXXX for the public to see! ) VENMO failed to help me while I had a stranded family member in the middle of nowhere. Eventually set family member hitched a ride to their destination from a nice family. 



The next day, Tuesday XXXX XXXX, I received my first VENMO customer support response from XXXX XXXX  ( Team Venmo ), who stated that " Weve had a chance to review your account and it appears your case requires additional attention from another team. I will forward your case and they will follow up with you here, via email in XXXX to XXXX business days. '' I was already researching how to cancel my account at the time I received the email and stumbled across a link to add a " non-expired US government issued ID '' to speed up the process. I followed the steps. 



The following morning, Wednesday XXXX at XXXX, I received a email from XXXX A ( Team Venmo ) that said " Hi ( User ), Thank you for sending us these additional documents. 

However, we are unable to accept the XXXX ID. 

So that we can proceed with your case, 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 in XXXX and card ending XXXX ''. I then re-sent my unexpired US government-issued photo ID again as well as my state issued Drivers License and a copy of my bank statement. I blurred out potentially harmful information from my ID and bank account ( IE : Mailing address/Full account number/Routing Number/ additional accounts/ balance totals ). I then sent a follow-up email stating that I was no longer willing to use the Venmo services. I stated that I want no transactions and simply want my account unfrozen to close it out. 

Today, XXXX at XXXX, I received another email from XXXX XXXX ( Venmo Team ) saying " Hello ( User ), Thank you for sending us your ID. 

We now need to verify that you have access to the financial accounts on file with Venmo. To help us with this verification, please use our Document Upload Form, linked below, to send in the following : A recent monthly statement for the bank ending in XXXX. ". 


Venmo, as well as their members, have shown unwillingness to assist me in resolving/closing my account. Even after showing the XXXX XXXX Military ID, Venmo showed that that was not an acceptable form of Government Identification. They still have my personal checking as well as card information stored on their network and shows no sign of allowing me to delete it. The documents requested are not standard for a third party vendor, and shows signs of " sketch '' behavior.

Company response to consumer: Closed with non-monetary relief