Consumer complaint received 2024-08-18
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Paypal Holdings, Inc (OH)

Thursday XX/XX/XXXX I was trying to figure out had to send money ( about XXXX ) from my Venmo account to my mother who doesnt have one ( she only has XXXX  ) I get my paychecks deposited in Venmo , so I moved my funds from XXXX XXXX  to try and place on my XXXX XXXX and even put my Venmo debit card on XXXX XXXX to attempt to move the funds. None of this worked so I stop and left the money on my XXXX XXXX. I then got a email from Venmo at XXXX stating account was suspended most likely due to all the money movement or attempts and to send my driver license over which I didnt immediately and all was received I even called them to make sure. When I went back into my app it stated my identity been verified so I decided well since I have a physical card with Venmo i will just move funds back from my XXXX XXXX  into that account and will pull cash and send it to her later as a money order. At about XXXX I moved the funds back, now Friday hit and I was wondering why I couldnt use my card to pay my phone bill or at the store I call them and was advised that my account was frozen and I couldnt access any funds until the security team works my account. I advised them but my info had already been submitted and everything said my identity was good online so why can I access my money, they couldnt give me a answer as to why I use the chat option and all they kept doing is saying to can take 5 days but we will escalate the issue which doesnt do anything I found out later. I called as spoke with all representative the. Who advise the account specialist dont take calls and only responded via email but there no direct email for someone just a general Que. I had no update on my escalated case Friday night at that point my money was still locked I had two bills due and needed food in my house as I have kids to feed. Saturday XX/XX/XXXX I woke up and try to take my funds out and was still blocked so I called again and got hung up on 3 times before getting a rep and advised her I wanted to speak with a supervisor, I spoke with XXXX who advised me nothing has been worked on my escalated case and he could see not update and could do nothing, I advised him I need my phone for work which is about to be turned off ( as of today Sunday XX/XX/XXXX ) and I need food for my kids and another bill to pay now. He said he understood but had no power to unlock my card he then advised me he was confused as to why it was frozen as it wasnt a person who did it but the system and he advise it wasnt frozen until after I put my money back into the account at XXXX XX/XX/XXXX not when I initially provided my driver license on XX/XX/XXXX during the afternoon at XXXX. He couldnt give a explanation as to why he had no number for security or direct contact, I the. Ask for a corporate number to make a complaint which he gave me ( XXXX ) XXXX which is the regular number that you call to get to his department. I was on the phone for almost 2 hours with him and in that time frame all he advised is he would send another escalation and he cant tell if its being worked or not at the moment. I waited a few hours and called back and spoke with a women while on chat as well. The chat person wasnt even understanding what I was saying and kept copying and pasting what they said and kept saying a escalation cant take 5 days. The women on the phone however stated that once I submitted my DL the case will start the investigation process but at the same time she couldnt advise me a status who I can talk to or when my money will be given to me. She continued to just say it can be by Tuesday to Thursday when you will get your account unfroze but couldnt tell me why it even was or what a status is. A lot of misinformation and lies was told and Im still without my funds not, my phone is currently off due to I couldnt pay my bill due to this and needing funds to get groceries and pay another bill that coming due soon all my money is still lock up and Ive gotten no replies from anyone. I have chat chains and a email from the supervisor I spoke with as well. Ive did my part and they are refusing to do theirs or provide any info