Consumer complaint received 2024-08-21 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: WI

Complaint narrative:
I opened my Venmo account on XXXX so my family could send money to me, I opened it and added my bank card. After my brother sent me money, I tried to withdraw the money to my bank card via instant transfer, and immediately, my account was frozen. I submitted my identification card, and my account was unfrozen XXXX days later. 
After I was notified it was unfrozen. I tried to transfer my money again, it said sorry there's an issue with your transfer. '' I tried to add my bank account to do the standard transfer which is XXXX to XXXX business days instead of the instant. Venmo would not let me add my bank account, I try to add my other bank card, and venmo would not let me. I've been trying to instant transfer again which I received the same message stating or anyone to complete this transfer. I contacted venmo support, and they told me to wait a few hours that my account was just unfrozen and the system had to refresh. I waited XXXX hours and then I tried to instant transfer again, and it failed, I selected some random name and sent a dollar, and it went through so I know my account wasn't Frozen again. I try to add my bank account again, and it would not let me. I tried to instant transfer again but it would not let me. 
I contacted support again and they told me that there was a security flag and I needed to send a copy of my bank statement for the bank account I was trying to add and my ID again, I send my ID when they froze my account the first time so I was not sure why they would ask for that again but I sent that and my bank statement. 
They unfroze my account this morning by this time I already had my venmo debit card so I just took the money off by the venmo debit card and didn't try to transfer or send it to anybody, so then I was messing around with the venmo debit card tonight disabled it and re-enabled it and then I accidentally disabled it again and then they froze my account, sending me an email asking me for my ID again. I either just want to use venmo without getting my account Frozen every time I try, or I just want to close my venmo account because this is really getting ridiculous. I sent my ID again tonight to them with hopes that they will unfreeze my account right away because I've been frozen for the fourth time now in the matter of a week. 
I'm wondering what's going on with venmo as far as why do you keep freezing accounts for trivial things like that and why can't I transfer the money to my bank card and why can't I add my bank account to the app after I've sent my bank statements over to them proving I am the owner of the bank account and the card. Everything on my bank account and bank card matches my name and my address that I have on my venmo account so they can't say that's the issue. I see all over XXXX that they're doing this to everybody which makes no sense, to me it seems like they are trying to keep people 's money and gain interest off of it or in hopes that the person just gives up and leaves the money in there. 
Can you please have venmo unfreeze my account and take whatever block they have from adding my card or transferring my money to my bank card and account. I shouldn't have to send them my ID every other day.

Company response to consumer: Closed with explanation