Consumer complaint received 2026-04-11 00:00:00
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
State: TN

Complaint narrative:
I am writing to file a formal complaint against Venmo regarding the improper restriction of both my business and personal accounts, as well as their failure to resolve an ongoing verification issue in a timely manner. I have maintained a personal Venmo account for several years without issue. On XX/XX/year>, I attempted to open a Venmo business account to separate my personal and business finances. As part of that process, I was prompted to submit identity verification documents, which I completed in full on the same day. I received confirmation that my documents were successfully received. However, since that date, my business account has remained unverified and unusable. I have been unable to send or receive payments through that account. In XX/XX/year>, I contacted Venmo customer support to inquire about the delay. I was informed that the issue would be escalated to the account recovery team and that I would receive a response within XXXX business days. I never received any follow-up communication. On XX/XX/year>, I reached out again regarding the same issue. I received the exact same responsethat the matter would be escalated and I should expect an email within XXXX business days. On XX/XX/year>, I attempted to send a payment from my personal Venmo account and discovered that it had been frozen. Upon contacting customer support, I was informed that my personal account was frozen due to its connection to my business account, which is still under review for identity verification. This action has created significant hardship. I have submitted all requested documentation and have not been informed of any missing or incorrect information. Despite this, Venmo has failed to resolve the issue and has now restricted access to both accounts. This is particularly urgent because : I rely on Venmo for personal transactions with friends and family. I operate a small business and depend on Venmo to receive payments from customers. I have an upcoming vendor event on XX/XX/year>, where Venmo is XXXX of my primary payment methods. XXXX failure to verify my account in a reasonable timeframe, lack of communication, and decision to freeze my personal account without resolution have effectively prevented me from accessing and using my funds and conducting normal financial activities. I am requesting the following : Immediate review and completion of my identity verification for my business account. Immediate restoration of full access to my personal Venmo account. Clear communication regarding any outstanding issues or required documentation. An explanation for the prolonged delay and lack of response from their support and account recovery teams. This matter is time-sensitive, and I respectfully request resolution prior to XX/XX/year> due to my scheduled business obligations. Thank you for your time and assistance in resolving this issue.

Company response to consumer: Closed with non-monetary relief