Consumer complaint received 2025-08-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: GA

Complaint narrative:
On Thursday, XX/XX/XXXX, I downloaded the Venmo app and created an account so that a friend could send me money needed to pay bills. I had trouble signing up with my primary phone number, so I used a secondary one to create my account using all my government information. The process went fine and my friend was then able to send me XXXX XXXX. I was also able to successfully link my debit card and bank account to Venmo so that I XXXX instantly transfer my funds there to pay my bill. However, when I attempted to do so I was met with error messages. I went to the help section of the app and was met with an AI bot that, when asked why my funds could not be instantly transferred gave me a list of reasons all suggesting the app could not verify my identity and that I try a bank transfer, which Venmo states would take up to 3 business days. When I tried to ask for a human agent, I was not given one and was redirected to the Venmo website. After this, I provided my social security number to the app, which was not beforehand required, so that they could further verify my identity. I also checked my email for emails from Venmo stating that they had this problem and perhaps offering a solution, but there were none. The only emails I have from Venmo are the ones to help me create and then confirming my account creation. There were no prompts to further verify my identity or requesting that I further verify my identity before receiving the XXXX XXXX  transaction from my friend, nor any preventions of the money being sent before I was XXXX from transferring the money to my account. I am in desperate need for assistance, so I tried my luck doing a bank transfer. The transaction appeared that it went through, however, I received a message afterwards stating that it might not possibly go through. A few minutes afterwards, the XXXX XXXX  returned to my Venmo balance. I attempted at the bank transfer again, and the balance went to XXXX  but shortly afterwards returned to XXXX XXXX  again. At this point, I tried a last ditch effort to get a Venmo bank card as the app suggests, hoping it meant that there was at least XXXX more way that I could utilize the funds gifted to me. When I attempted to do so, the app declined my attempt stating again that it could not verify my identity. I then checked my email again or for any ways for the app to get what it needed for me, such as an ID or other documents, to verify my identity. However Venmo had not sent me an email and when I went to the identity verification settings it only said we could not verify your identity. If you think theres been a mistake, please contact support. You wont be able to use Venmo for now, but you can transfer any remaining Venmo balance to your bank. I attempted to transfer my funds to my XXXX XXXX last time, and again, it refused to send them. I then went to the Venmo customer service website link and called the number suggested for customer service agent support. However, I was met with an automated response and when I asked verbally to speak to a live agent I was not met with any response. The call line was not set up to respond to my voice and would not do so. I then tried every option given my the automated agent and was met with further automated responses and there was no option to speak to a live agent. Every option ended in seeking further customer support through the Venmo website if needed. As a last ditch effort, I contacted the live agent line listed for Venmo credit and debit card holders and was finally met with a live agent. This agent asked how I could be helped, and I stated that my funds were being held XXXX by the app and I just needed assistance accessing them as I feared losing them entirely. This agent told me that he could not help me, but that he could give me the number that would assist me and then transfer me to an agent who could. I gratefully agreed, jotted the number given to me down and then waited to be transferred. When I was transferred I was sent to the same automated response system I initially called. I tried calling back the live agent credit line number once more and was met with a different live agent. I repeated my issue and the live agent responded identically to the previous agent. This time, I interjected and asked politely that she only transfer me to a live agent who could assist me with my issue and give me a number that would connect me to live agents as the one given to me before could not help me and was full of automated responses. The agent gave me a different number and transferred me again, however I was connected to the same exact automated system. I hung up and tried calling the different number she gave me and when I did, I was sent to the same exact automated system again. These phone numbers were : XXXX, XXXX and XXXX. Each number brings you to the same exact automated response system which is not set to further assist with any issues, just state Venmo policy and redirect me to the Venmo help center website. At this point I felt at a loss and fear my funds will be stolen from me, as when I tried to troubleshoot the issue myself through XXXX  my predicament, I was met with various forums of other victims claiming their funds were ultimately taken or that they were refused service.

Company response to consumer: Closed with non-monetary relief