Consumer complaint received 2018-03-15
Company: Paypal Holdings, Inc
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Good evening. As a concerned business owner, I'm reaching out in regards to a recent PayPal financial restriction. I kindly ask that this manner is looked into. We have over {$11000.00} in hold and are able to explain the situation more thoroughly. Attached will be a copy of the email we sent to PayPal ( around 30 different emails they have publicly listed ) as well as making several phone calls with little to no yield. We were told we'd have to wait up to 180 days before we could receive our funds or make any withdraws to our bank. We have an established history with them and have used them as our primary resource for funding and business income management. After constant attempts to restore the account, they've referenced us to the following legal team : XXXX XXXX XXXX XXXX - XXXX XXXX, California XXXX / but provided no email or phone number to contact a representative. I ask kindly that you make an attempt to contact them and help us out if you can! Thank you so much. 

" Good evening, I'm reaching out to you regarding our Verified Merchant PayPal account : -account name- -personal name- We are a new, but thriving small business that has been using PayPal since early XXXX . After receiving our third merchant review ( apparently conducted due to volume increases ), the team decided to close our account with seemingly no communication. We have provided all proper information and offered detailed information regarding our business model, expected XXXX, delivery, and so on. We currently have over {$11000.00} in reserves on the account as agreed to between myself and PayPal. However, it's worth noting that if PayPal has decided to part ways with us, we believe this reserve should be lifted and credited to our Bank Account / and or have the account re-opened for day to day operational use. The income withheld is necessary working capitol to help maintain the structure of our business. We're very transparent with whom our main suppliers are, and now with not having access to our PayPal account, necessary vendors such as AM Shipping and other long-standing customer relationships we have on the platform are being affected. Inadvertently, our XXXX platform that we have 100 % positive feedback on is being affected by this attempted closure as well. We've processed over {$200000.00} in transactions with our customers and suppliers, with consistent 5 star reviews on platforms such as XXXX and have collected tons of customer reviews on our own personal site. I truly believe the account was closed wrongfully and wish to regain access to the account for managing and making purchases with our suppliers and vendors. 

I ask kindly that you look into this manner and re-open the account for : -account name- / and or lift the reserve on the funds. We use this platform as a main hub for financial management and for paying out our vendors, suppliers, and resolving potential customer disputes. Please also keep in mind, we do NOT have a distinguished poor reputation with PayPal and have maintained standards within the user agreement and make continued efforts to take preventative measures in our business to prevent chargebacks, refunds, and other customer disputes. Please make efforts to sustain and open the account before we have to take efforts to contact our State Representatives regarding the funds and account in question. I look forward to working with PayPal in the future as well and re-integrating our account back to being one of our main sales platforms. Thank you for your time and efforts in restring our account! We were told by representatives to escalate this matter up higher based on our situation. 

The hold on our funds began on XX/XX/XXXX and the follow up calls and emails were addressed on XX/XX/XXXX. PayPal has responded with a generic written message and stated the {$11000.00} are being held for 180 days and the account closure will be " permanent '' / PayPal has repeatedly closed and opened the account. 

Company - PayPal

Company response to consumer: Closed with explanation