Consumer complaint received 2024-06-08
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 (MI)

Well the last week this has become a real problem and has now cost me more money than I have and can afford. I am now out over XXXX dollars because of this issue. They froze my account a few weeks back because I tried to buy some XXXX with my bank account but they charged the wrong account and it didn't have money in it so my bank declined but Venmo allowed it to be successfully bought and added the XXXX in XXXX I tried to buy but immediately froze my account, and then now made me have to pay XXXX dollars to pay them back for the Bitcoin I received but didn't have access too. So my XXXX had a unopened but loaded XXXX XXXX gift card she said I could have to make the payment so she gave it to me and I get on Venmo to add it to my account which I was unsuccessful at doing, then I receive an email stating my account is frozen due to possible user agreement violation send in my ID to get this resolved so I did ( they already have my ID on file because this is a typical thing they do, freeze my account then ask for my ID ) so I ask them why I have to do this my ID is on file since I just did this like a month ago with a valid ID but they stated it wasnt and to send in my updated and they would respond within XXXX business days. So I sent it in very frustrated but I did it and wait and wait and wait for 4 days they then tell me that they need a bank statement for the XXXX GIFT CARD I tried to link which I tell them there is no statement it's a prepaid XXXX gift card and they insist or there's nothing they can do, so I somehow was able to get it and send it in, they almost immediately close the ticket with no response and did not un freeze my account, so I wait XXXX more business days but emailing them everyday saying that I submitted the necessary documents please unfreeze my account and they kept saying that an account specialist is reviewing the case it could take XXXX business days. So today I finally get the word that my account was restored and so I go in there and transfer some money in that way all my money is in one spot and then I transfered it to my XXXX XXXX  well I then realized I had lost my XXXX XXXX card but I need to be able to spend my money for rent and groceries so I sent it back to Venmo and then about XXXX min later it was available ( they lied and said ) and so I go to use my Venmo debit card at XXXX and it was declined try again declined try another time declined so I log into my Venmo to make sure everything 's good and yea everything looks fine so I think maybe I had the wrong pin so I changed my pin and try again without success and so I go into my email and sure enough it's frozen again and to send in my ID again which I just did literally just did this already 2 times this week and my account was literally restored just hours previously from the same thing and now the same thing and another week without access to my funds. All this stuff over the last few months has literally cost me thousands of dollars because of their shenanigans and I feel like there's no end in sight and I'm literally on the streets with no food gas or water now because of this tonight my kids have nothing to eat and this point I don't know what to do. I resubmitted the ID again for the XXXX time this week with each time my account restored only to be frozen again and asked for identity documents. I am in tears and beyond XXXX  with this. I just need access to my funds and reimbursement for the out of pocket costs they have cost me now. I feel I'm being illegally forced away from my money please help