Consumer complaint received 2025-10-13 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: TX

Complaint narrative:
After going back and forth with them for XXXX months now, they responded to the CFPB complaint stating that the names do not match and the documents sent did not litigate a concern for fraud. However, this is unacceptable and a blatant lie, I understand a policy violation was broken due to me allowing my daughter and wife to assist me with my Venmo account after the fact because I did not know that at the time and do NOT care about the reinstating my account, as I will never utilize VENMO again and I will be letting all fellow veterans/friends/family not to utilize VENMO. Close the account, I don't care but release the XXXX funds. I have had several specialists from VENMO state they would temporarily make an adjustment to my account to allow me to transfer the money to my bank account and then when I try to move the funds, the system will not allow me to do so. If it was such a security concern, why would they say they would allow me to transfer the funds, not once but several occasions up to recently. It has been nearly XXXX XXXX, and we have already received XXXX other payments from the VA to a TRUSTED account and still have not received the payment you have all stolen from this veteran 's family. The documents provided, clearly show that the Veteran XXXX funds were directed to this account at the choice of my wife via her Veteran account, this monthly stipend is for my entire family as the documents provided indicate. The attached Veteran documents clearly reflect that that money sent to Venmo was for my entire family, myself XXXX XXXX, my wife XXXX XXXX, my adult daughter XXXX XXXX, my XXXX other minor children, XXXX XXXX and XXXX XXXX. I have sent proof straight from the VA, I also explained my course of actions in great detail, and even included our family XXXX XXXX policy that includes myself, my wife and my adult daughter as proof that we live together and even have our car insurance policy together. I have included a selfie of myself with my ID, my daughter 's ID and my wife 's XXXX veteran ID ( also attached ). Can someone please help me? On XX/XX/XXXX, I received the XXXX veteran payment from the XXXX XXXX in the amount of {$1600.00} which was deposited into our Venmo Account. Historically, I would not really use the Venmo account ; however, on occasion I would use it to receive payments from family or friends. Please let me explain I am the spouse of XXXX veteran XXXX XXXX. Both of us have medical issues but manage with the help of our oldest daughter XXXX XXXX. She usually has access to all our accounts because we are not that savvy with technology. We receive those benefits due to my wife 's service in the United States. Her benefits allow a XXXX stipend for the entire family to include our other XXXX children. I was not aware at the time that my wife nor daughter could not access this Venmo account or that I could not send money to my daughters account or wifes bank account. I do apologize and now understand the violation of the policy and under that my account will be closed. However, I would respectfully ask that you release my funds as soon as possible so that I can transfer them to my prospective bank account. We have had our Bank XXXX XXXX linked to our Venmo account before but had recently removed it with all this going on but will provide redacted statements with this information, as well statements from both XXXX  XXXX XXXX, and XXXX. Once my account is unfrozen, I plan to link my XXXX  XXXX XXXX account back to the Venmo account so that I can move the funds. I am also including documents from the XXXX XXXX that show the amount being sent to us that matches the amount that was deposited into the Venmo account but has now been switched to deposit into my new bank account. I am also attaching additional documents from the XXXX XXXX that state my wife is a veteran and that the amount deposited is XXXX compensation for my wife, myself and XXXX children which totals {$1600.00}. 

Now I have tried to be patient with understanding that the policy was violated and like I said, I clearly understand with the deactivation of this account, but I want my funds released. At the very least, I asked that you respectfully release the funds back to sender and the XXXX XXXX, we will get it back to us faster this way it would seem. Like any typical bank would do, they would release it back to the sender but apparently VENMO moves around like a bunch of bullies/crooks than anything else. Again, I sent an email below to TEAM Venmo today indicating that I will be proceeding with the lawsuit very soon, as I feel, as well as my legal team feels that we have addressed any fraudulent or loss prevention concerns. It makes no sense at this point other than you just want to steal my money. I have reached out to my cousin who is a news reporter for our local news in XXXX, TX, so that other Veterans and just people in general are aware of this scam. As I have researched this issue, it is a problem across the board from many people all over the world. I have reported this to the Consumer Financial Protection Bureau and the XXXX. I have been going back and forth with you all to no avail. Close my account, I don't care!!! I will never use Venmo again as at this point this is theft of government funds. Please make an adjustment to my account allowing me to move those funds to my bank account. And may I suggest that Venmo really needs to get it together because I have had several specialist via chat and email tell me that they would make a temporary adjustment to my account so that I could get my funds back and then I have another specialist stating that I won't get my funds back until after 180 days, then I had another specialist email me asking for documentation from the XXXX XXXX in which I did which confirmed that those funds belong to myself and my family and you are still stealing XXXX money, you and your company should be absolutely ashamed of yourself. So, with that, my law team will be starting the process of filing a petition for a suit in small claims against Venmo and every person that has been listed in all emails and chats that have lied to me and done something else besides address the issue. I have documented everything and have screenshots of everything you all have sent me. We will start now and even if I have to wait the full XXXX  days, you bet I am not going anywhere, and I will receive my stolen money back from Venmo. And I will continue to ask for my funds to be released every single day until they are. I have attached for the XXXX time all the documents that verify who we say we are and clearly show that the Veteran funds you have decided to steal from a XXXX veteran belong to this family. Please let me know what other documents I can provide you so that you release my funds. After the funds are released, close that account, as I will NEVER utilize your services again. In addition, my wife did speak to a Veteran attorney as well and they did state that the VA can provide a certified letter verifying the funds belong to us, they would be willing to do so and send it to you all directly. I also was advised that they would be putting a tracer on this payment, as it is considered stolen/missing government funds since it is being withheld from the Veteran and her family.

Company response to consumer: Closed with explanation