Consumer complaint received 2024-08-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Meta Payments Inc.
State: MI

Complaint narrative:
My mother sent me {$200.00} via Meta Pay XXXX XXXX XXXX. Immediately, it was held and as the Receiver, was asked to verify info. I processed the request and provided photos of my ID, etc. Meta even provided a confirmation they received it and advised in 20-minutes the review will be completed and the funds will be deposited into you account. 

It now has been multiple days later. Numerous attempts via Live Chat, Chat Support Regular Messages/Emails, and Calls. The funds have been debited from my mother 's account and I've yet to receive anything. 

Meta has advised they noticed unusual activity on my account, they disabled my account, they re-enabled my account. I have all this in writing too. I've followed their instructions and they keep repeating the same thing. Phone Support does not have the ability to see all info ( not sure how much access they have or not but this is what they say via phone calls ), they can only submit a support case ticket and that's it. No case #, reference ID, nothing. Just hope and pray someone calls or reaches back out. All the responses I've received are my support tickets via live chat. Not one email or call I received Meta on any of the several call agents said submit a ticket on my behalf. 

Meta even has told me that my Ads Account Payments have been disabled. I was caught of guard. What in the XXXX are they talking about? I don't have a business and I never used Ads before on Meta. I've provided them screenshots and more telling them this and they have yet to acknowledge this info. After playing around online, I discovered others on XXXX have reported similar issues. Something with the Ad side of MetaXXXX is causing the issue. Syncing between mobile and desktop versions causing problems too. Note i've deleted, uninstalled the apps for XXXX and XXXX. I've trying syncing a millions times. I even deleted temp files and cache, etc. None of this works. I tried a million times. 

My mobile device says payment is Canceled and Pending Payment. How can 2 be on the same? this was provided to Meta Support, nothing but the same responses. Within desktop and other screens, the funds shows Payment Pending. 

I've even clicked the Need Help With Transaction which goes around the same avenues of dead-ends. 

The message I even get with error message, says Need to Verify Info, this was provided within 20-minutes after my mother sent me the funds. Got that confirmation saying 20-minutes while Meta verifies and sends/releases funds to me. It keeps getting stuck in a loop. 

The pop up even says for funds over XXXX need to be verified ... .What in the XXXX? It is {$200.00} ... why is this even coming up? So Ads/Business and now saying $ XXXX verification needed? 

I did create a XXXX XXXX listing to sell a XXXX combo as I am selling my XXXX and have 2 want to get rid of. Interestingly, not one person has looked it and its been days. 

Note : I've provided proof of my bank statements and photo id to prove my identity too. They have told re-enabled payments too in writing. Still not solved. I even waited several days per their advice that their systems need time to update. Nothing. Same issue. 

I did experience a possible internet connection issue during my attempt to submit my photo id which may have caused a glitch causing all these issues. Although, I had my mother send me {$100.00} and that was received without any issues. Then what the XXXX happened with {$200.00}? Why is that one having issues if a {$100.00} was sent within a couple of hours after the {$200.00}? 

Overall, Meta Support and XXXX, have demanded a lot of which I complied with and they have yet to provide me the proper support nor resolve my issue. They have {$200.00} they have not sent me nor have they sent it back to my mother 's account. 

Another side note, people on XXXX have reported they magically have gotten some popup to submit verifying info automatically. For me, it only shows when I go into the payments activity screen and select the transaction. Then a button to do this. Not once on my mobile devices or desktop has it shown on the main page of XXXX or XXXX. People said they just did similar troubleshooting like me and it magically appeared and they fixed their issue themselves. However, I am unable to replicate or solve myself. I've tried all avenues to fix this. My mother 's bank can not do much because the funds are with MetaXXXX . I must dispute with that side. 

At this point, I'm so tired trying to get help from they. I need to get the {$200.00} released.

Company response to consumer: Closed with explanation