Consumer complaint received 2021-12-24
Company: Paypal Holdings, Inc
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I have had a PayPal account for a number of years. Up until two years ago I used it regularly. Since then every time I use this account there is always a problem. They always put a hold on my phones they never tell me why and I have to jump through all kinds of hoops just to get my money. I have no idea why but this time they have done it. I have been patient Ive been understanding but I am done. I am a senior citizen, I am XXXX and I am on a fixed income. I upgraded my phone recently so I could sell the phone I had just paid off to buy XXXX presents for my grandchildren. That may sound ridiculous but sometimes we have to be a little creative. This has been a trying year for everyone a little compassion understanding and love goes a long ways I try and practices and all my affairs and I expect that to be mutual. PayPal is the exception I am sorry to say. On XX/XX/XXXX I sold my iPhone on XXXX. The only motive payment XXXX uses is PayPal so I guess my better judgment I went ahead and made the sale. The purchaser sent the money to my account and sure enough PayPal put a hold on it as usual. I got a message from PayPal saying the hold would be lifted on XX/XX/XXXX that I thought I wanted my money sooner I could post the shipping information and they would release it upon the purchaser receiving the product i.e. my iPhone. I did so and assumed they had remove the hold on my account. As it turns out they had remove the hold for everyone else to access my account but me. I tried numerous times to transfer my funds of {$380.00} to my bank account it was declined every time I tried to access my funds to the ATM it was also declined. I made three phone calls on XX/XX/XXXX the date that the hold was to be removed from my account and was told everything from I had tried to many times to I had use the wrong pin to my address was incorrect too it had something to do with cryptocurrency and security ultimately over the last several days I have made at least eight phone calls been told so many different stories I cant even list them all ultimately I was told by a club supervisor today that they could not override the system and it had triggered some short of a security issue on my account and there was no one add PayPal that could override the system. I asked to speak to a supervisor I was told the same thing by the supervisor whose name was XXXX. I have spoke to XXXX, XXXX, XXXX, and several others that I can not remember their names to try and rectify this situation. Consequently it is XXXX XXXX I have not been able to get presents for my grandchildren Ive not been able to get my money they have allowed to XXXX  debit to go through my PayPal account which I did not plan on paying I had planned on using this money for XXXX present. I was given several hollow apologies and ridiculous explanations but no solution. I was finally told the only way I can access my money was to contact a family member or a friend ask them to request money from me send it to them and have them give me my money from PayPal. I am upset I am crying I am beside myself and I can not believe that a company like PayPal would do something like this. Ive been hung up on Ive been promising to Callback I have been put on permanent ignore I have been lied to over and over by these people and not once have I been given any kind of explanation for why this is happening other than nonsense and lies. Im attaching screenshots of some of the phone calls I made the phone number for PayPal A portion of my PayPal activity showing a couple of the declines for the transfers also showing the XXXX  is that they let go through my account. I choose what bills I pay not PayPal and how dare they not let me have my money. I bet they had money for the holidays. Given the events of this last year I guess its an appropriate end. Thanks for the XXXX cheer PayPal.

Company response to consumer: Closed with explanation