Date Received: 2022-03-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: Summary : Venmo permanently deactivated my account with {XXXX} inside because they said I violated the user agreement. They refused to say what I had done wrong or provide any direction on how to fix the issue. I was never given the chance to answer questions or otherwise defend myself. They said they will hold the funds for up to 180 days, but they won't say what will happen to those funds after that. They have stated that the matter is closed. Details : I opened a Venmo account on about XX/XX/2022 as suggested by friends for a fundraiser for my daughters ' summer camp ( washing garbage cans, selling cookie dough ). By XX/XX/XXXX, I had received payments from 3 friends and 2 close relatives totaling {XXXX}. On XX/XX/XXXX, I received an email from Venmo saying my account ( and the {XXXX} ) was frozen because I had violated their user agreement. At first I thought it was a phishing email ( because I get many that are similar ), but after Venmo confirmed the email was legitimate, I sent in a photo of my drivers license, as directed, on about XX/XX/XXXX. In the meantime I received a number of emails saying I needed to verify my email address on Venmo, but when I clicked the provided link it would say " that email confirmation key is incorrect. '' I exchanged a number of emails with Team Venmo asking what I needed to do and what I had done wrong, but all they would say was to not violate the user agreement. For example, " we're unable to provide additional guidance beyond encouraging you to abide by the terms of our User Agreement. '' I also let them know the email verification link was broken, but they never addressed this. I called Venmo customer service on XX/XX/XXXX, but they said my case was in a different department and they could not help. They did say the case was under review and I would receive an email when the review was finished. On XX/XX/XXXX, I received an email saying my account has been permanently deactivated due to concerns regarding my activity, along with the following, " The funds in your account will be held for up to 180 days for loss prevention purposes '', and " Please be aware that any future contact or inquiries will not be answered and that this matter will be considered closed upon your receipt of this email. '' I sent an email anyway to ask why and was told " please note that we do not divulge our decision-making criteria in order to protect the systems that monitor activity on Venmo. '' I tried calling again on XX/XX/XXXX, but as soon as they saw my account they hung up. I sent an email on XX/XX/XXXX asking if they could just return the funds to those who sent them, or allow me to withdraw them. They said they were unable to release the funds and said, " I encourage you to review the " Refunds, Reversals and Chargebacks '' section of our User Agreement, which states that we may hold your funds for up to 180 days if reasonably needed to protect against the risk of liability. '' The " reasonably needed '' part is apparently an internal determination that is not subject to review. I then sent an email asking for clarification of what would happen to the funds after 180 days. They did not respond. At no point was I told how I had violated the user agreement, and and no point did they ask for further information, as a real investigation would, or allow me to appeal. Instead, decisions were made internally with no chance of outside accountability, and the punishment they levied is orders of magnitude worse than anything I can think to have done wrong. In looking at the user agreement, it says personal accounts can't be used to accept payment for goods or services from people I don't personally know. I did receive payment for goods ( cookies ) and services ( cleaning garbage cans ), but they were from people I personally know! The user agreement also states that if I receive a payment for goods and services that is later invalidated for any reason ( I assume including a Venmo determination ), I am responsible for the full amount of the payment. Does that mean Venmo will keep the funds in the end? Note that the user agreement is over 19,000 words long and is fairly subject to interpretation.
Company Response:
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, my Venmo account was frozen after I submitted a payment to my stepfather for a car, I was told to submit documents to prove I was who I say I am. I submitted the documents but then, later on, received an email saying my account was permanently deactivated! I texted Venmo over and over asking why my account was deactivated, I was told that my funds were being held for 180 for loss prevention services! Why would my funds be held for 180 days!! Here it is going on XXXX and my account is still locked and my funds are still being held, I would like to come through you guys as a final step before suing Venmo and receiving my money, Please help me with this as it caused me very hard times since then, I haven't been able to recover and handle my bills on time which has caused so much stress on me, I've even had to go to the doctor!
Company Response:
State: AL
Zip: 35405
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal temporarily limited my Paypal without any explanation. They said that they will review it within 5 days. Ref ID : XXXX. 7 days has passed, I emailed them twice asking when will it be fix but no responsed whatsoever. It is really frustrating because I always used Paypal primarily to received my salary to my boss and to my my other transacations.. Today I have a lot of pending payments.. Hope they can fix it soon. Thanks!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: I HAD VENMO FOR YEARS. I TRANSFERRED {$7400.00} TO MY BANK ACCOUNT, VENMO STATED I SHOULD HAVE RECIEVED THE FUNDS THE NEXT BUSINESS DAY WHICH I DID NOT. VENMO FROZE MY ACCOUNT WITHOUT WARNING, THEN LATER THE SAME DAY CLOSED THE ACCOUNT WITH NO WAY OF ME RETAINING MY FUNDS. HOLDING MY FUNDS FOR NO LEGIT REASON OTHER THAN THEIR OWN FINANCIAL GAINS. AS IT STATES IN VENMOS 'TOS ' THEY CAN USE MY FUNDS TO TRADE AND GAIN INTEREST WHICH IAM NOT ENTITLED TO RECIVED ''. TO ME THATS AN INCENTIVE FOR VENMO TO FREEZE MY ACCOUNT AND OTHERS SO THAT THEY CAN PROFIT AND CAPITALIZE WITH NO REGARDS TO THE ACCOUNT HOLDER I CAN NOT ENDURE AFFORD FOR VENMO/PAYPAL TO PROFIT OFF MY FUNDS BY TRADING/CAPITALIZING. WHILE I SIT HERE IN A FINANCIAL PURGATORY THIS ISNT HOW CUSTOMERS ARE SUPPOSED TO BE TREATED IN A DIRE TIME LIKE THIS. INFLATION IS UP, COVID-19 IS UP, PEOPLE ARE STRUGGLING GLOBALLY. I WOULD LIKE MY FUNDS RELEASED PLEASE ASAP. AMOUNT : {$7400.00},,,,, IAM REQUESTING MY FUNDS RELEASED IMMEDIATELY TO PREVENT FURTHER LEGAL ACTION. SUBJECT TO ARBITRATION
Company Response:
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal permanently limited my account.I can longer conduct any kind of business with them.I still have the balanced on ky account.And the problem was I did exactly what their process of opening an account.Im a new user of their account so there is no possible reason why they just limited my account.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was stupid enough to place an offer to purchase a " laptop '' computer on line. When it did not arrive I told my credit card when the cost was put on my bill. They contacted Pay Pal as they handled the money. Pay Pal used information from the company to try to justify the payment. The document gave no proof of delivery to my office ( which is always open with employees available ). They also gave the name of the delivery company except the name is in " XXXX '' and had NO PROOF of any delivery. Apparently, Pay Pal is willing to take a statement without demanding any proof. They asked me to show proof of no delivery when that is impossible since no one ever set foot in my office. Unfortunately this scam has help from a company that should care who they are working with ( Pay Pal )!
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On Tuesday XX/XX/XXXX. Venmo froze my account without notice or explanation. I contacted customer service and was told to upload my drivers license which I did while on the phone. I was told by the rep they couldnt do anything and another department that would only contact me via email would have to look at my account. I have {XXXX} locked in my Venmo account t without reason. {XXXX} of that money was from my VA XXXX distribution and another {XXXX} was from my XXXX payment because I am a XXXX XXXX XXXX vet. These are my living wages for the month and without explanation or a means to resolve directly I can not access them. I cant use my Venmo debit or transfer these funds to my checking account. My assumption is I use this acct periodically for my business I run and Venmo is upset I did not opt in for a business acct so they can charge additional fees. I did not even know they had a business Venmo until reading deeper I got heir help files. So without any notice, all my money has been stolen by Venmo
Company Response:
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I tried to process a payment from my PayPal account for {$21.00} into my granddaughter account for cookie dough. A very unsuccessful, numerous attempts, never had access to a link or button to confirm or cancel payment. Therefore I tried to send a {$21.00} payment to my granddaughter using a different account. CC. Again, there was NOT A LINK OR BUTTON TO deny CONFIRM & /or process the payment. PayPal accessed both accounts and deducted {$21.00} from each account without consent!! On XX/XX/XXXX & XXXX hrs with XXXX supervisor, {$21.00} was refunded back into my CC accounts. Then PayPal sent {$20.00} into my account ( from an undisclosed business? ) then deducted an e check from My connected account to an undisclosed business???!??? Nevertheless, the {$21.00} e check is showing as a deduction XX/XX/XXXX. @ XXXX XX/XX/XXXX XXXX ( PayPal XXXX ) stated payment was made to unknown sources. I asked for my account to be permanently deleted. Her response was we will send you a link to close my account. DOES THAT MEAN I CAN NOT PERMANENTLY DELETE MY ACCOUNT & all my information??? What why I have the right to have my information deleted from an unethical company PLEASE HELP!!!
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Hi! My Paypal account has been permanently limited without any reason and I am unable to get help from their customer service team as they are unable to help regarding account restoration. I just created my account a few weeks ago and upgraded it to business and it was limited right away. I have not broken any of the user agreements or done anything wrong. Please investigate this case and help me to get my account back. My PayPal email : XXXX XXXX
Company Response:
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed on XXXX XXXX on XX/XX/2022. I was trying to purchase XXXX XXXX Tickets and I transferred the money through Paypal and he deleted his account right after. This is his phone number XXXX. His Paypal email is XXXX and XXXX name is XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A