Consumer complaint received 2024-02-17 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: MI

Complaint narrative:
On or about XX/XX/XXXX, I decided to finally use my Venmo account, which I've maintained in good standing, since XXXX. I was having difficulty logging on and my 2 step verification was linked to my old phone number. I contacted Venmo and after a day, was able to change my logon phone number to access my account. Now comes the issues ; I contacted Support several times on XX/XX/XXXX, spoke with several Reps, and was having trouble adding my bank account to my Venmo? I was back and forth, between Venmo and my bank ( XXXXXXXX XXXX ). My attempts caused my account to be frozen, as I was speaking to a Venmo Rep. I was told a " ticket '' would be necessary and it could take 7-10 days to rectify my " frozen '' account? I submitted snapshots of my face, holding my account details, front back of my license, front and back of my Venmo account. I was told it still takes 7-10 days to " unfreeze '' my account? 

XX/XX/XXXX, a Rep named " XXXX '' sent an email, stating I would have to submit a copy of my bank statement, as well? I replied, no thank you. I was told the following : You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. 

" Hello XXXX, While we appreciate your interest in using Venmo, we are unable to confirm that you have direct access to the financial instruments on file with your Venmo account. Due to this we will not be able to unfreeze your Venmo account. '' I sent another email to " XXXX '' stating, nevermind, how do I closed my account, it's not worth the hassle. 

I was sent another email from " XXXX '', stating I had to follow a " link '' to close my account. I followed this link, and was told, " I can not close the account ''? 

I sent a third email to " XXXX '', furious at this point, stating please close my account! 

I received an email from a person named " XXXX '' " You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. 

Hello XXXX, XXXX from Venmo here and I'd be happy to look into this for you! 

Weve had a chance to review your account and it appears your case requires additional attention from another team. I will forward your case and they will follow up with you here, via email in 10-15 business days. 

In order to make this a smooth process, please respond to this email chain with any additional questions or concerns that you may have. Thank you for understanding! 

Best, XXXXXXXX XXXX | Venmo Support I am beside myself at this point. I have a bank account linked and can not even access Venmo to complete the removal of bank account and/or close my Venmo account! 

I DEMAND Venmo immediately close my account and confirm with an email to my personal email, " XXXX ''. 

I feel Venmo, through their Representatives, more specifically " XXXX '', were ridiculing me and laughing, as I received these ridiculous responses. They, Venmo, knew I was having problems on XX/XX/XXXX and XXXX, I was on the phone with the Representatives! 

To be treated this way is unacceptable! To have my personal bank information held hostage is also ridiculous!

Company response to consumer: Closed with explanation