Consumer complaint received 2025-06-03 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: AL

Complaint narrative:
I would like to file a formal complaint against Venmo. I believe that my Venmo account under the email XXXX has been wrongfully permanently deactivated on XX/XX/XXXX. Venmo has stated that I have done suspicious actions that violate Terms of XXXX. However, they refuse to list what exactly those actions are. However, I am XXXX XXXX  positive that none of the actions that I have been doing have violated Venmo 's terms of service. Throughout the time that my Venmo account was active, I have frequently logged in using various different devices ( some login attempts were successful, some were unsuccessful ), used different accounts under different names for the same device ( I have gained permission from the other person beforehand prior to using his account ), I have tried updating my phone number ending in XXXX to phone number ending in XXXX. However, I have failed entering in the verification code multiple times, so Venmo temporarily blocked me from updating my phone number, which would reset in XXXX hours. I have spoken to multiple agents asking if any of these actions violate terms of service, and all of them have said no and Venmo allows these actions. For example, on XX/XX/XXXX, I discovered that my account was frozen so I contacted support on request # XXXX and notified them that my {$50.00} wire transfer from Venmo account to my XXXX account has failed. I asked the support agent if constantly switching between browsers or having multiple failed attempts while verifying your phone number violate their terms of service and both times, they said no. Another example is on XX/XX/XXXX, in which I contacted support on request # XXXX after receiving the email that my account was permanently deactivated. I asked them if logging into different accounts under different names on the same device violates Venmo 's  terms of service, and they said no. I believe that I acted in good faith. I never meant to intentionally violate Venmo 's Terms of Service. It's just that the support told me that it was okay to use multiple accounts under the same device, so I was simply following their guidance. On XX/XX/XXXX, I received an email from the account XXXX team stating that my Venmo account has been permanently deactivated. On that same day, I responded to their email by stating that by account has been wrongfully permanently deactivated and I have gone into extensive detail about why, saying that none of the actions that I have done have violated Venmo 's terms of service. Recently on today, XX/XX/XXXX, they responded under request # XXXX by saying that due to several concerns regarding my account activity, they have made the final decision to permanently restrict my account. However, they refuse to explain the reason why my account was permanently restricted. I urge that this issue gets resolved as soon as possible. Also, today, they changed my account status from permanently deactivated to temporarily frozen without informing me via email. If it really is temporarily frozen, then I would like for Venmo to unfreeze my account. I have {$360.00} stuck in my account and I have to wait XXXX  days from since the day that the account was permanently deactivated in order to access funds. However, it is crucial that I receive these funds in a timely manner. I need for the hold on the funds to be removed as soon as possible so that I can have immediate access to the funds.

Company response to consumer: Closed with explanation