Consumer complaint received 2024-02-23
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 (CT)

Hi, this is XXXX XXXX, making a complaint against Venmo and their well know shady practices of taking people 's money right from under them. 
On XXXX my account was sent money from a friend to help me out in the amount of {$370.00}. The funds came through no problem and was in my account immediately. There were no problems with the account or any restrictions ( which I have multiple transcripts to prove so ). 
About 25 minutes later I decided to go to XXXX to grab something in the full amount trying to pay through Venmo pay, but at the counter, the transaction kept declining. So I then leave and try to figure out what the issue was. I tried sending money to a friend and that didn't work either. I then tried to buy cryptocurrency through their platform in the amount of {$1.00} just as a test. That purchase was successful. I then tried to send funds again and once again, that option was declined. I then tried to send another friend money through the platforms provided " gift card '' option in the amount of {$10.00}, which oddly enough was also successful. 
I then contacted Venmo support to find out if there were any restrictions or issues with my account and why that would be. I was told ( numerous times ) that there was no problem with the account, there were no restrictions and that sometimes, ( to no fault of my own ) the automated system on their end may decline certain transactions ( real reason never given ) and that I have nothing to worry about, just try again in about 24 hrs. The second person I reached out to the following day stated the same thing except tho time I was told this would be escalated to " venmo purchases '' and they would look Into it. But overall my account was still in good standing. After repeatedly checking my email and accounts, I noticed that they randomly froze my account. I then contact customer support and they explain that they don't know the main reason behind it, but after sending in a copy of my driver 's license, they should be able to restore my account back to normal. Confused as to why it was frozen in the first place, ( no reason given them either ) I get an email a few days later basically stating that even though I provided the documentation asked of me, it would have to be analyzed by yet another portion of their company and i would hear back from them in 10-15 Business days. ( Not up to 10-15 business days, but Exactly 10-15 business days ) On XXXX ( 5 days total start to finish ) I receive an email stating that after review, they have determined that my account violated their terms and conditions and that i would no longer be able to use venmo services and my money would be held for 180 days for " loss prevention '' and they will at that point decide if I can transfer it out or not. No reason was given ever about anything, even after I supposedly violated their terms and conditions, they never disclosed why the account was in good standing and fully funded just to be frozen by them, and upon waiting became shut down. This is very unfair and unethical. I then did my research to then find that they have been doing this to people for a very long time the exact same way. Literally just taking people 's money without any real explanation and basically hoping that you forget about it 6 months later with possibly no real intention to give it back anyways. I am now in debt to my friend because I was supposed to pay him the funds back, and now Venmo has with no good reason as to why or what could have possibly been the ultimate cause of all of this when the account was just perfectly fine and in good standing. ( Which once again I have the transcripts to prove that's what I was told ) I can't believe that companies of this caliber that we are supposed to trust with our money for our families and so forth can get away with this type of sneaky, corrupt way of taking funds from customers. It wasn't a new account and had been open for a longtime, so therefore that couldn't have been and excuse, and my account was verified with my address and social security. Not once did anything about fraud come up or any of the sort. Just one day my account was active and working and then next it's getting shut down and funds held for loss prevention, but there was no loss or fraud of any sort. ( Keep in mind if it was, then I would have had a hard time getting the funds sent from my friend ) I'm disgusted and it feels like pure robbery. I ask that someone please assist me in fixing this so no one has to go through this again. Thank you.