Consumer complaint received 2023-12-11
Company: Paypal Holdings, Inc
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet

Complaint:
Hi there, I am writing to file a formal complaint against PayPal, a prominent financial services provider, regarding a critical issue with my PayPal account, identified with Case Reference ID : XXXX, associated with the email address XXXX. Despite my repeated efforts to engage with PayPal to seek clarification and resolution, my account remains permanently limited, and I have yet to receive a satisfactory explanation for this action. 

Here is a detailed account of my situation : On XX/XX/XXXX, I received an email notification from PayPal requesting clarification on a transaction that occurred on XX/XX/XXXX, amounting to {$970.00}, using PayPal 's " Friends & Family '' feature. I promptly submitted all required documentation, including proof of address, bank statements, and passport identification, in strict adherence to PayPal 's request. I also provided a thorough explanation of the transaction, ensuring transparency and cooperation on my part.

To my surprise, after PayPal 's internal review, I received an email stating that my account had been permanently limited due to a " potential risk. '' This unilateral decision was shocking, as I believed I had diligently followed PayPal 's instructions and provided all necessary information for a resolution. Despite numerous calls to PayPal 's customer support, I faced protracted wait times and was unable to connect with a representative to address my concerns. Additionally, my request for a callback via PayPal 's website remained unanswered. During one interaction, a PayPal support representative stated they lacked insights into the exact reasons for my account 's permanent limitation. The decision, made by an entity called the " Selection Department, '' was declared non-appealable. 

Adding to my frustration, a representative suggested seeking alternative payment methods and ceasing to use PayPal. When I requested a transfer to the " Selection Department, '' subsequent support agents refused, withholding information on the specific reasons behind my account 's limitation. I believe I have been unjustly treated, denied due process, and left without a transparent explanation for adverse actions taken against my account, causing significant distress and financial hardship. 

Although I filed a Complaint against PayPal through the XXXX XXXX XXXX ( Complaint No XXXX ) on XX/XX/XXXX, the case was closed before I could respond. According to their email, they believed the issue was resolved due to no response from my side. XXXX from XXXXayPal Global Customer Complaints & Advocacy responded, explaining that my remaining balance would be held for 180 days due to potential chargeback risks, with funds available for withdrawal on or before XX/XX/XXXX. 

I contacted PayPal Support because I am unable to issue a refund to the sender, and the sender was also unable to request a refund. PayPal Support offered assistance in issuing a refund if I provided the Transaction ID, which I did. However, PayPal later asserted that, according to their review, the transaction was a personal payment and could not be refunded in accordance with PayPal policy.

It is crucial to highlight that this transaction is the only transaction that took place in my PayPal account. There is no possibility of chargebacks or other forms of reversals for this particular transaction if neither I nor the sender can not issue or request a refund. The decision to permanently limit my account is unjust and disproportionate. 

I reached out to the PayPal Executive Office at XXXX, as advised by XXXX, seeking resolution, but unfortunately, received no responses. I had already explained the transaction 's nature in detail to PayPal during their inquiry before the account limitation. Holding my funds for 180 days feels excessive and unfair, given the circumstances surrounding this singular transaction.

Attached are relevant documents for further clarification. I seek your esteemed regulatory authority 's intervention for a thorough investigation and fair resolution. My objectives are to reinstate my PayPal account, regain access to the held funds, and cooperate fully with any required information or assistance. 

Please contact me for further details or clarification. Thank you for your prompt attention to this matter. I await your response.

Company response to consumer: Closed with explanation