Consumer complaint received 2024-03-15
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 (TN)

I contacted an agent by chat on XX/XX/XXXX name XXXX XXXX XXXX informed her that my account was not allowing me to remove my card. The agent then removed my card manually. After that occurred I received an email stating due to suspicious activity that my Venmo account has been disconnected from XXXX. I inquired about the email while still chatting with the same agent. I sent a screenshot and was told disregard the email its general information. But what didnt sit well with me is I never made a purchase at all from the Venmo account. Including XXXX I have only received funds and transferred them to my bank account. So I felt that was very suspicious that it would mention XXXX when my XXXX account has no connection to my Venmo account. However, the agent assured me that everything was fine. The next day I received emails from Venmo stating there was unusual activity and my account has been suspended. Also, that I need to verify my identity. Funds that were in my account became frozen. I chatted in with an agent on that same day inquiring why my account had been suspended. The agent informed me that there is a process that I have to go through that is handled only by email to get the issue resolved and it takes 3-5 business days for me to be contacted. I then received an email asking me to upload a government ID. Which I did and it also has the star on it. I was informed by the XXXX that it is high security and verifies Im indeed myself. After I uploaded my drivers license I received another email requesting a bank statement. It specifically states to show the last XXXX digits of the account number, name, and address. I uploaded the most recent bank statement which is XX/XX/XXXX with all requirements visible. I then received an email stating that the last XXXX digits of my card number must be on the bank statement to unfreeze my account. The problem is my bank doesnt include the last XXXX digits of the card on the bank statement. I cant make my bank format bank statements to how Venmo wants them. Furthermore, I dont understand why my bank statements is being requested. My bank ( XXXX ) does their bank statement formatting at their own company discretion. However, because its not displaying the last XXXX digits of the card number Venmo refusing to unsuspend my account and release my funds. I have gone back and forth with them multiple times by email. Another thing I would like to point out is I dont have a debit card on my Venmo account. The second thing I would like to point out is I have been a Venmo user for a short period of time. And lastly I would like to point out that at no point of me signing up with Venmo have I been able to add funds to my account I have tried multiple times multiple days. I have also contacted customer service regarding the issue and was told keep trying it I have only been able to transfer my funds in my Venmo account to my bank account but nothing else. I would also like to point out that I removed my card because its no longer active which is my business. I have verified myself with legal documents and my funds and account is still frozen. I want my funds and to delete my account with this company. I truly dont understand what my bank statements or business with my bank has to do with them at all. It seems as if this is a tactic that is used by them company to confiscate customers funds as their own. I want my money and XXXX services with Venmo. Nothing has worked as per there advertisement/agreement. And now this incident. Oh I would also like to mention that I have only received funds from my significant other only. Theres absolutely no transactions other that me receiving funds from him. My funds does no exceed the limit that listed on Venmo website that would onset a frozen account. This platform has been a terrible experience and I want my funds and to be done with it.