My complaint:
I tried to purchase Bitcoin several times and my card kept declining. So I bought a prepaid American Express card. Linked that card to my Venmo account. Tried to purchase Bitcoin again and declined. So my cousin and I we pay bills together. We are very tight. So he sent me $200 on 7/17/23 for our vehicle insurance. We live paycheck to paycheck and barely get by but we support our family and make sure we have food on the table.we owe $359 for the insurance now our money is tied up. I explained my situation to them and nothing the agent didn’t even get me a supervisor. I was told to be patient 5-7 days. My insurance is going to be shut off which means my registration will be revoked. So when I finally get enough money to pay reinstatement fees and late fees we will have to come out of pocket over $500 a piece. Not to mention I let the agent know I work for Uber and Uber eats. So I’m really talking a hit and I’m worried about putting food on the table and rent now. Cause this is snowballing now if my car ends up getting towed. I’m completely done. I won’t have no money to get it out. And I have no family besides my cousin. So no help. Over freezing my account cause I had a card decline. Or cause the prepaid card is under my fiancee’s name. Regardless I never had over $200 in my account and have a total of 4 transactions. So not a lot of money being moved. I asked the agent if he can transferre the funds back to my cousin and shut off my account and he said he couldn’t. Didn’t even bother to ask a supervisor. I pleaded with this person and tried to let him know what I am losing. It had no affect. No empathy none at all. He couldn’t even tell me why my account was frozen. I know it has to be these 2 things cause I have hardly no transactions 4 in total. This has to be brought to people’s attention. I’m losing everything. And Venmo is saying 5-7days no other way.why 5-7 days. Why can’t someone pull up my account and tell me the problem like any other business. I can’t be the only person this has happened to, and in the future it will happen more and more unless something is done about it. I’m done with Venmo. I am shutting my account when I can get my money. IDK how they’re still in business. It seems like not a lot of money but when u have 3 kids and pay rent and my fiance stays at home and takes care of the babies. They’re 1/3 and 6. We have our hands full but I wouldn’t trade my life for anyone else. I’m happy! We’re happy. Now IDK what I’m going to do to support us. This is absolutely the worse thing that could of happened!!!! Please help me and get my story out there and hold Venmo accountable. For destroying a family cause they can’t make a decision on the spot. THEY make you wait over a week. That’s unheard of. How hard is it to tell me the problem and fix it obviously they know what it is cause they froze my account for it. I have a copy of the chat with Venmo customer service u can see for yourself. I was begging this person to help me and he didn’t budge. I received no help from customer service. I’m stuck frustrated and not knowing what to say to my family. This is absolutely the hardest thing I ever had to do. Cause Venmo doesn’t know how to run a business. Please help me get this so called company to own there mistakes. To own it that because of their rules and regulations they’re ruining people’s lives. IDK if there could be a law suit here, it is negligence. Because of them I’m losing my lively hood and my family has to struggle cause I won’t be able to work cause my registration will be no good cause my insurance will be revoked. I can’t do Uber and Uber eats. There’s 1200 a week gone.
Suggested solution:
I want something done about this situation so other people's lives aren't ruined like mine is being ruined as I right this to vent and get this off my chest. I think Venmo should be held accountable for their actions. They should have to pay for their mistakes. I can understand if I was doing something illegal or something but I wasn't. I only added a prepaid card to my account and tried to purchase Bitcoin with it and I had several declines. That's no reason to freeze my account. I can understand it if u were trying to help me by making sure I was making those purchases. Then if I was you could turn the account back on. If I wasn't then you can keep my account frozen and send me a new debit card. There's absolutely NO SITUATION THAT GIVES YOU THE RIGHT TO FREEZE A CUSTOMERS ACCOUNT FOR 5-7 DAYS WITHOUT A EXPLANATION. ALL I WAS TOLD WAS THE MATTER IS BEING ESCALATED AND I WILL HEAR FROM SOMEONE IN A WEEK OR SO. This should be against the law. They're holding it from me when I need it the absolute most. Are they breaking any laws? Cause the pain and suffering my family and I will go through will be the hardest thing I have to do in life. Worrying how I'm going to keep a roof over our heads, put food on the table. Not to mention the money I'm losing from not being able to work and the late fees and reinstatement fees. I hope to God my car doesn't get towed cause that will be the end of everything. That's how I support my family and not to mention it's how we travel to school the doctor's ect. Venmo should have to pay for every dollar I have to come out of pocket for and all the money I'm losing by not working plus if the car gets towed it's value. It's only right. Do you agree with me??
Venmo Help
You have a new message from Venmo regarding request 66807663. To respond, simply reply to this email.
Chat started: 2023-07-18 01:27 PM UTC
(01:27:56 PM) Tommy Reardon:
Venmo Assistant: I'm the new Venmo chatbot! 🤖 I can answer lots of questions but I'm still learning. How can I help?
Venmo Assistant: You can type things like When will my bank transfer arrive? or choose a topic below.
Guest: Declines
Venmo Assistant: I understand there's an issue with a decline. Please choose an option below.
Guest: None of these
Venmo Assistant: No problem. Let's see if we can find the right topic to help you today.
Venmo Assistant: Please try rephrasing your question or choose one of the common topics below.
Guest: Account suspended
Venmo Assistant: Please help me choose one of the topics below that best fits your question.
Guest: Frozen Account
Venmo Assistant: Occasionally Venmo accounts are restricted if a transaction funded by a bank account fails. Your account can also become restricted if you file a chargeback on a card-funded payment.
Venmo Assistant: Venmo accounts can also become frozen for other reasons. You should have received an email with more information when your account was frozen.
Venmo Assistant: What reason was given for your account being frozen?
Guest: I don't know
Venmo Assistant: Follow the instructions in the email you received—that will allow you to resolve the restriction as quickly as possible.
Venmo Assistant: If ID (and any other documentation) was requested, keep in mind the team assisting you will be unable to resolve the restriction until the requested documents are provided.
Venmo Assistant: If you can't locate an email about the restriction, you can also find more information in our article about Frozen Account.
Venmo Assistant: Is there anything else I can help you with today?
Guest: Yes
Venmo Assistant: Sure, how can I help?
Guest: Agent
Venmo Assistant: I will find someone to help you. First I need a few pieces of information.
Venmo Assistant: Which department would best answer your question?
Guest: Security
Venmo Assistant: Would you like me to connect you with a live agent?
Guest: Yes
Venmo Assistant: I've transferred this conversation to an agent.
Venmo Assistant: Depending on demand, there may be a short wait - we'll show you how many customers are ahead of you in line.
(01:27:58 PM) Team Venmo: Thanks, an agent will be with you shortly. The “Queue position” shows how many people are in line ahead of you.
(01:27:59 PM) Team Venmo: To make sure you see our response when an agent is available, please enable your push notifications for Venmo. On Android, you can enable your notifications by opening your phone’s Settings Apps notifications Notifications Venmo.
(01:28:02 PM) (171)Josh B. joined the chat
(01:28:13 PM) (171)Josh B.: Hi Tommy, thanks for contacting Venmo, Josh here! I’m happy to help you with your Declines concern. Give me a moment to take a look at your account
(01:28:16 PM) Tommy Reardon: U wanted to invest in Bitcoin and can't buy any. I submitted my ID 🪪 a week ago. Please let me know what's going on. I will go to Blockchain if needed.
(01:29:04 PM) Tommy Reardon: sorry my account is suspended. I tried to buy Bitcoin the last few days and had numerous declines
(01:29:20 PM) Tommy Reardon: it was me
(01:29:38 PM) (171)Josh B.: We’ve 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 5-7 business days. In order to make this a smooth process, please respond to the email you'll receive when this chat concludes with any additional questions or concerns that you may have. Thank you for understanding!
(01:31:47 PM) (171)Josh B.: Do you need anything else aside from this?
(01:32:13 PM) Tommy Reardon: that's not going to work I need that money to pay my insurance. it's not just mine. my cousin sent me 200 last night for his portion. please we are already late and if it isn't payed by tomorrow they will pull the registration
(01:33:12 PM) Tommy Reardon: then I would have to pay reinstatement fee and a late fee. not just me my cousin also. thanks 467$. on top of the 200
(01:33:44 PM) Tommy Reardon: should be able to pull the money out or send it back to him
(01:34:25 PM) Tommy Reardon: didn't do anything except try buying Bitcoin with a prepaid card that I linked to my account
(01:35:00 PM) Tommy Reardon: that's the whole thing. nothing more. there's hardly any transactions on my account
(01:35:57 PM) Tommy Reardon: please I don't have money like that I barely survive. I will lose my car if this happens.
(01:36:47 PM) (171)Josh B.: I really wish there were more I could do for you here, Tommy. But we won't be able to have this resolve for you now. I already advised them that you need the funds ASAP. Hopefully they can get back to you anytime sooner. 😔
(01:36:53 PM) Tommy Reardon: there's no possible way to come up with the 467$ to reinstate my car if my insurance doesn't get paid
(01:37:31 PM) Tommy Reardon: why can't I send the $200 back to my cousin????)
(01:37:46 PM) Tommy Reardon: it's only right have a heart ❤️
(01:38:13 PM) Tommy Reardon: this will ruin me I do Uber eats as well.
(01:39:06 PM) Tommy Reardon: by not being able to send the money back I will lose everything. u have to have a supervisor that I can talk to
(01:40:58 PM) Tommy Reardon: cause this is absolutely not a big deal. u can shut the account off just let me send the money back. then u can close my account for good. cause to be honest I don't want to deal with a bank that doesn't care about their clients
(01:41:36 PM) Tommy Reardon: u can do the transfer for me and then shut off the account 🙏🙏🙏
(01:41:40 PM) (171)Josh B.: I know how frustrating this is for you. I’m happy to answer any questions you may have about anything else, but I won't be able to provide any further assistance on this subject.
(01:42:12 PM) Tommy Reardon: it's not frustration it is going to ruin my life.
(01:42:27 PM) Tommy Reardon: want to talk to a supervisor please
(01:43:00 PM) Tommy Reardon: this is absolutely crazy. I did nothing wrong and I freeze my money.
(01:44:14 PM) Tommy Reardon: will definitely let the better business bereu know about this. this will absolutely ruin me so I will be filled with vengeance.
(01:44:25 PM) Tommy Reardon: the. BBB
(01:46:43 PM) Tommy Reardon: 5-7 days u freeze my money and I don't get a explanation. I could see if I did something illegal or fraud but I did nothing. I have 3 transactions on my account. what's the problem??? I'm not asking for u to open it. I'm asking for the money to be returned.
(01:50:30 PM) Tommy Reardon: it's only 5-7 days to you. but to me it's my lively hood. I will lose my car which means I lose my job. which means I won't be able to pay bills or rent. this is humongous to me. please 🙏🙏🙏🙏 you don't understand put yourself in my shoes, wouldn't you be asking for help as well???? then not getting it. I just don't think you understand how big this is. do you have a family?? imagine not being able to support them cause ur account got frozen for nothing.
(01:52:00 PM) Tommy Reardon: please think about it. this is my life over 200$. I live from paycheck to paycheck. u don't have a heart it seems. you can put me in touch with a supervisor.
(01:56:16 PM) Tommy Reardon: calling fuck this. ur absolutely ruining my life and don't give a fuck. what goes around comes around. believe that u will be in a similar situation and won't get help either. u or a family member. watch. I guarantee it. so be it. if I don't get my money I will make it my mission to make people hate Venmo!!!! I am going to copy this chat and send it to Venmo headquarters and bring this to their attention. there's something u can do and won't like connect me to a supervisor.
(01:57:01 PM) Tommy Reardon: hope you lose your job. u have no empathy. and that's a big part of customer service.
(02:02:34 PM) (171)Josh B.: We’ll be escalating their issue to the team specifically handling their case so they will be in good hands!
(02:02:40 PM) (171)Josh B.: I'm going to close this chat now, but don't hesitate to start a new chat with us if you need anything else! Chat support is available 7 days a week. Specific hours of operation are found under Contact Us. BE SAFE!
(02:02:56 PM) Tommy Reardon: hold on please
(02:03:03 PM) (171)Josh B. left the chat
Venmo is a service of PayPal, Inc., a licensed provider of money transfer services. All money transmission is provided by PayPal, Inc. pursuant to PayPal, Inc.’s licenses.
PayPal is located at 2211 North First Street, San Jose, CA 95131
[01NGKE-EX0E0]
Venmo Help
You have a new message from Venmo regarding request 66807663. To respond, simply reply to this email.
(02:03:14 PM) Tommy Reardon: have a few questions
(02:03:16 PM) Team Venmo: Thanks, an agent will be with you shortly. The “Queue position” shows how many people are in line ahead of you.
(02:03:17 PM) (502) Ingrid M. S. joined the chat
(02:03:17 PM) Team Venmo: To make sure you see our response when an agent is available, please enable your push notifications for Venmo. On Android, you can enable your notifications by opening your phone’s Settings Apps notifications Notifications Venmo.
(02:03:33 PM) (171)Josh B. joined the chat
(02:03:33 PM) (502) Ingrid M. S. left the chat
(02:03:57 PM) (171)Josh B. left the chat
Venmo is a service of PayPal, Inc., a licensed provider of money transfer services. All money transmission is provided by PayPal, Inc. pursuant to PayPal, Inc.’s licenses.
PayPal is located at 2211 North First Street, San
