Consumer complaint received 2017-04-03
Company: Paypal Holdings, Inc
State: NJ
Product: Prepaid card
Sub-product: Mobile wallet
Issue: Managing, opening, or closing account

Complaint:
Hello, I recently set up my first online business called XXXX XXXX. This whole process has been a complete learning process for me. After getting off to a slow start, business finally started to pick up for the month of XXXX. I made sure that every single order was processed and shipped out. Now, due to technical issues with my email support server at XXXX, customers were receiving there order confirmation, but were not receiving their shipping confirmation ( tracking numbers ). Being that customers were not receiving there shipping confirmation emails, they began to get worried and as a result, some customers opened disputes on PayPal as there only way of communication. Once I realized the trend with customers saying they are n't receiving tracking and that emails to XXXXXXXXXXXX were not able to be sent, I quickly called XXXX and worked with them to resolve the issue ( support email is working fine now ). As a result of all the disputes filed, PayPal placed an account limitation on my account which prevented me from accessing my money and demanded I provide extra documents and resolve all of the open disputes. ( Fair enough for the commotion ) During this whole process I was working hand in hand with paypal, sent all the required documents, updated every single customer tracking number, and called every single day to resolve all of the open disputes. I 've dealt with very helpful agents, as well as agents who really did not want to help me at all. At one point they even permanently banned me and realized they did not have any reason to, being that I was working with them diligently, and all the information was presented, ( i.e : confirmed proof of deliver to numerous disputes that were opened ), that they appealed there decision and brought my account back to temporary limited access. I had since been working tirelessly to close out all of the disputes, even taking it as far as allowing PayPal to issue full refunds to certain customers for the inconvenience of the whole situation and still allowing them to keep the product they paid for. On XXXX/XXXX/2017 after working with paypal for over an hour, I was finally able to close out all of the disputes. The representative I worked with was amazing and really helped me out. She then transferred me to the limitation department for review and I was greeted by an underwhelming agent who sounded like she hated her job and was n't so motivated to help. She did not allow me any opportunity to explain my situation at hand prior to her decision. After she had already made the decision to permanently ban my account I literally had to beg her to allow me to speak to someone else. She finally got her supervisor to review the account for me, after he reviewed my account, he said there is nothing they can do because I had already had been granted an appeal before, which was absolutely ludicrous. The only reason I had to even get an appeal done was because I had to deal with an agent who messed up and sent my account to review even though I was not even close to closing off the disputes. Of course they would ban my account, and of course I would have to call them and have them check there records and realize there was no reason for all that to have been done, no reason for my account to have been sent for review so early in the first place, being that everything was being worked on faithfully and with honest intentions. I tried to explain this whole situation to them but they were unwilling to even consider my reasoning and just continued to reiterate there is nothing they can do. This whole situation started from a third party issue with my email server hosted by XXXX and it has since been resolved, so to be banned after spending so much time and effort working with PayPal to prove I am a legitimate business is completely unfair and I really feel like I have been XXXX over big time.

Company response to consumer: Closed with non-monetary relief