Consumer complaint received 2024-09-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc
State: WI

Complaint narrative:
I recently got venmo over a week ago and received funds on the app from a family member, once I received the funds I attempted to transfer it onto my debit card so Id be able to use it, I kept being met with a message saying that didnt work.. so I assumed something was wrong with my account. I was told I needed to verify my identity which I wasnt aware I needed to do to have access to transferring money, after I sent my drivers license for verification I had to wait atleast I day which I did. My account was finally verified I tried the entire process over I attempted to transfer my funds once again and I was brought to a message saying unable to process because your account is frozen i tried to send my money back to my family member because was use was the money to me if I literally can not even use it & I was met with the same message unable to process because your account is frozen I was confused due to me just creating my account. I immediately contacted Venmo explaining to them my account is frozen which they responded telling me I must submit ANOTHER photo of my ID directly to them, so I did. I submitted my ID and I kept calling for updates because the funds I received was for rent and I can not be late on that as a XXXX mother. Support repeated the same thing telling me I have to wait and theres nothing they can do so I did. Tuesday, XX/XX/XXXX I checked my email to a response reading XXXX XXXX, Thank you for sending us your ID. 

While we encourage the use of Venmo, we must ensure all users abide by our User Agreement. After reviewing your inquiries and account activity, we have found that your actions and activity have been in violation of this agreement. 

As a result, your account has been permanently deactivated and we regret to inform you that we can no longer offer you the Venmo service. We do not make these decisions lightly, and when we do, it is to help improve the safety of the Venmo community. Note that creation of a new account will not change this decision. 

The funds in your account will be held for up to 180 days for loss prevention purposes. We will contact you at the email address on file with your Venmo account should these funds be available for transfer in the future. 

If you have questions regarding this decision, please note that we do not divulge our decision-making criteria in order to protect the systems that monitor activity on Venmo. 

Regards, XXXX XXXX | Account Specialist | Venmo Theyve told me XXXX things Ive violated and I havent violated anything, since the moment I downloaded the app Ive been trying to transfer my money onto my debit card because its urgent I have to pay rent and Im sure anybody else would understand the reasoning on me being so persistent. Im a XXXX mother of XXXX with little income, me being on time for my rent is the best interest for me. I can not wait 180 days thats absolutely ridiculous especially when I havent done anything and followed every protocol theyve given me.

Company response to consumer: Closed with explanation