Consumer complaint received 2024-02-02
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc (WY)

I have had NOTHING but problems with Venmo! First they suspend my account bc they couldn't verify my identity, I waited XXXX business days for someone to even be assigned to my case to look at it then another XXXX business days to be unsuspended. Then a month later I send money to somebody and all of a sudden I'm suspended again. This was XXXX days ago. They suspended my account for unusual activity. I have a good amount of money in my Venmo account as well as set to get another direct deposit into my Venmo account tomorrow when I get paid so now I have almost half of my funds in my Venmo account that's now suspended again for the second time in a matter of a month and a half because they can't verify my identity but I've sent them my photo ID at least XXXX times. I have contacted them via phone. They tell me that I have to wait XXXX business days to get their security team to even be assigned to it again what I went through just a month ago I have chatted. They tell me the same automated messages even though I chose to speak to a live agent they sent me the same Message you have to wait XXXX to XXXX  days for our security team to look over this. Then I asked for a supervisor the supervisor emails me says the same automated message to me again doesn't give me any reassurance at all just that I have to wait. I have emailed them. I don't know how many times the support team that security team that they claim to be the only ones that can lift the freeze no response ever from them, it is now day XXXX. I have no response from the security team they claim to have. After XXXX  days I finally got a representative assigned to my case. Her name is XXXX XXXX she contacted me finally after multiple emails phone calls only to email saying the same information I've already gotten the last XXXX weeks trying to figure this out. On top of that her and XXXX different people email me with smilie faces and hearts like they are so happy to be alive, like my anger and my account issues are just some joke to them. They know I'm not happy so the sarcastic reactions after taking weeks to reply to me is not appreciated at all!!! She made me upload my bank statement for a payment method that's not even on my Venmo account which is very weird how she even got that info. This was yesterday so I did that almost immediately after she sent me what to do. Waited all day for a reply from her. Emailed her about XXXX times called Venmo. They told me they were expediting the issue and putting in a message for me to her. Still no reply yesterday from her this morning got a reply from her saying that I needed to do it again so did it again and now I've emailed her at least XXXX times again and no reply and this was at XXXX AM. It is now almost XXXX PM mountain standard time no reply this company is just so unprofessional and unacceptable! I attached photos showing how many messages I've sent them! They haven't replied except 2 times. That was yesterday and today this has been going on since XX/XX/XXXX