Consumer complaint received 2025-09-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: OH

Complaint narrative:
Complainant : XXXX XXXX Company : XXXX  ( a PayPal service ) Issue : Unfair Business Practices and Lack of Due Process in Account Suspension Summary of Complaint : I am filing this complaint against XXXX for engaging in unfair business practices and denying me due process in the handling of my account suspension. Despite being a long-standing customer with a history of compliant use, XXXX suspended my account without providing a clear reasoneven after I submitted all requested documentation and made multiple attempts to resolve the issue. 

Venmo only gave me the option to upload my documents via email after my account was suspended. Prior to the suspension, they insisted that all documentation be submitted exclusively through their mobile application, which was not functioning properly. This lack of flexibility and failure to accommodate technical issues contributed directly to the unjust suspension of my account. 

Details : I have been a XXXX customer for several years, successfully completing over XXXX personal transactions in XXXX alone. 

The issue began in XXXX when I attempted to open a nonprofit business account for my professional networking group, particularly during their account verification process. Venmo requires all documentation to be uploaded through its mobile application, which was not functioning properly. I attempted multiple times to submit the necessary documents to support the opening of my business account, but the application consistently failed. There is no alternative method to submit documentsemail and chat support do not accept uploads. This technical issue persisted for weeks. Instead of working with me to resolve the verification problem and complete my account setup, XXXX chose to suspend my account entirely. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXX, I received an email requesting identity documentation ( Reference ID XXXX # XXXX ). I immediately complied, submitting : Drivers license ( front and back ) Federal XXXX for my non-profit Document from the Ohio XXXX of State for non-profit. 

I also offered to provide additional documents such as my passport and bank statements. 

Just XXXX minute laterat XXXX XXXX XXXX I received a second email ( XXXX ) stating my account was permanently suspended ( XXXX ID XXXX # XXXX ). These XXXX communications directly contradicted each other. 

On XX/XX/XXXX, I called XXXX customer service at ( XXXX ) XXXX. A representative confirmed receipt of my documents and suggested the issue would be resolved. However, on XX/XX/XXXX, I was informed that the suspension was final, again with no explanation. 

On XX/XX/XXXX, I submitted additional documentation, including a copy of my passport and bank account information for both my nonprofit and personal accounts. 

Later that day, I received the following response from XXXX XXXX  XXXX ID XXXX # XXXX ) : " After reviewing your account, we have determined that it is not eligible for reactivation due to several concerns regarding your activity. We informed you about this decision on XX/XX/XXXX. Your account has been permanently deactivated and we regret to inform you that we can no longer offer you the XXXX service. '' This appears to be an automated response, as I have received it multiple times without any further clarification or engagement. 

Concerns : Venmo failed to provide a clear or consistent reason for the suspension. 

I was denied a fair opportunity to address or resolve any alleged issues. 

The contradictory communications and lack of transparency constitute an unfair business practice. 

The abrupt termination of my accountwithout due processhas disrupted my ability to manage both personal and nonprofit financial activities. 

Requested Resolution : I respectfully request that the CFPB investigate XXXX handling of this matter and require the company to : Provide a clear and specific explanation for the account suspension. 

Offer a fair and transparent process for appeal or reinstatement. I believe that I've already provided the necessary documentation to be reinstated. 

XXXX and improve its communication and documentation procedures for account verification and suspension. 

Provide full transcripts of all chat interactions between myself and Venmo support, particularly those in which I attempted to submit verification documents and requested alternate submission methods. These transcripts will demonstrate that I made multiple good-faith efforts to comply with XXXX verification process, despite persistent technical issues with their mobile application. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief