My complaint:
My Venmo account was suspended without explanation and I have a $400 Venmo balance right now that I am not able to access.
I was told by Venmo that I should have received an email from them detailing why it was suspended and how to fix it.
I have NOT received that email and I let Venmo know that I had not received it.
Customer support told me then cannot help me and would escalate to Special services.
Special services has not contacted me, and after filing my 3rd ticket with customer support they told me that special services has a turnaround time of 7 DAYS to even reach out to me and let me know what is going on. And they ONLY communication by EMAIL!
Customer support on my 5th ticket told me I can access by funds even with suspension by using my Venmo debit card at the ATM and for purchases. However I was told on the phone with Venmo that same morning that I could not use my card or MY funds in MY account until special services fixed by account.
I asked the ticket support to clarify the discrepancy in information, and tried a transaction to test the card, and it was declined. My $400 balance is clearly shown in my account.
Rather than explaining to me the discrepancy in if I should or not be allowed to use my card, and if customer support can manually transfer my balance to my linked bank account on file so I can pay my bills this week and have fuel, they CLOSED MY TICKET and DID NOT ANSWER so that I couldn’t speak to them!
This is insane! It’s all the funds I have until I’m paid this week, and Venmo has been completely unacceptable in handing my issue.
There is NO explanation on why they suspended my account, I have read their policies and not violated any of them.
Additionally my account identity is fully verified and has been for quite a while.
I double checked that in my settings and it shows fully verified.
Please! Help! I’m a single mom and I need access to my money, or need Venmo to transfer them manually to my linked Chase Bank account.
I have many more photos of the ticket conversations, my account identity verification, emails I received, and the bar showing account suspended that I can send as well. Thank you!
Suggested solution:
Manually transfer my $400 Venmo balance to my linked Chase bank account.
OR
Allow me to transfer the balance to my Chase account and not use any other services while I wait 7 days for them finish their review and tell me what’s going on!
OR
Clarify if I can or cannot/should or should not be able to use my Venmo debit card at the ATM or for purchases while my account is suspended and review is ongoing.
