Consumer complaint received 2021-12-05
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I have two PayPal accounts. One is a XXXX account created a long time ago and I seldom use it these years. But there is still some balance, XXXX USD. The other account is a US account. 

I want to transfer the balance in the XXXX PayPal account to my US PayPal account and close the XXXX one because I am not going to use it anymore. But the troubles caused by PayPal IncXXXX begin. 

First, their website prevented me from transferring the balance in my XXXX account to my XXXX account, saying they can not do the transaction. The website didn't tell me any reason why this transaction can not be done. So, I googled it and learned that to transfer the balance, the minimum amount should be 35.00 USD. Okay, that's fine. I sent XXXX USD from my US PayPal account to my XXXX PayPal account. Now there was being 35.00 USD in my XXXX PayPal account. HOWEVER, when I tried to transfer the money to my bank account, the PayPal website still prevented me!!!! AND THEY DON'T TELL ME WHY!!!! I googled it again. This time I found that PayPal charges XXXX account users 35 USD per withdraw. This is ridiculous because withdrawing money is free for US account users. What's worst is that PayPal doesn't tell me all these things when they say " Something went wrong ''. It looks like they take money from users and refuse to return it. WHAT A ROBBER! 

Second, I decided to transfer the money from my XXXX PayPal account to my US PayPal account instead. I made it. But PayPal held the money on my US PayPal account, asked me to provide more details for this transaction. I provided my driver 's license, my passport, my XXXX account statement to certify my identity and explained that I was just transferring money from one of my PayPal accounts to another and was going to close the XXXX PayPal account. The passport page I uploaded clearly shows my name in both Chinese and English. PayPal should be able to identify that both accounts belong to me. And there should be no any risk at all. 

But the most disgusting part happened. PayPal said I can not use PayPal anymore because I disobey the user agreement. They didn't tell me which part of the user agreement I violate. They just said I violate it. And they froze the XXXX USD ( less than 35 USD because PayPal charges me transaction fee again! ) in my US PayPal account. What's worse, they didn't allow me to report any problem via their website. WHAT A ROBBER! 

In a word, I am not doing any business things with my PayPal accounts. I just want to transfer the balance from one account that I am going to close to another one I will keep using. It should be as normal as transferring money between my two XXXX bank accounts. 

I urge that PayPal should tell users details immediately when they say " Something went wrong '' on their website. And I urge that PayPal returns me my money immediately because I do not violate any word in the user agreement. 

To support my statement, I provide screenshots of my two PayPal accounts, my passport page, and my driver 's license. Note that I fill in my passport number in both PayPal accounts. PayPal should know that both accounts are mine and not prevent me from transferring the money.

Company response to consumer: Closed with explanation