Consumer complaint received 2023-10-10
Company: Paypal Holdings, Inc
State: NY
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:
I have had a PayPal account for 19 years. In those 19 years I have never had a dispute filed either against me, nor did I ever file a dispute. Recently I made my account a business account so I could use it to sell handmade crafts on my website using XXXX. I only use the paypal to buy supplies from websites, to pay for shipping labels through paypal, and as a payment option for my customers. I dont get tons of orders since my business is relatively new. I only opened it a few months ago. I hadnt used my account in a few weeks. My last few transactions were 2 purchases made by customers. I left the money in there to use for shipping labels. I may have transferred {$30.00} out to my bank and left around {$30.00} in the account for shipping. I went to pay for my shipping and my purchase wouldnt go through. I was confused seeing that I knew I had money in there to cover the shipping costs. After a few tries I went into my PayPal account and saw a message that said my account was limited. I immediately checked my email. At XXXX that morning, I saw I was sent an email from PayPal stating that my account has been deactivated. The only reason given was this, Based on the information we have today, it looks like customers were dissatisfied with activity from this business.. I was totally confused! I had never had one dispute filed on my account from any customers! As far as I know all my customers were happy! I never had an issue at all! Everything was going smoothly. I then contacted PayPal via their customer service line. The person on the phone looked up my account and said that I had been a customer for 19 years and had never had any complaints or disputes and that it was probably just a glitch with their algorithm. She said shes submit it to another department for review and I should hear back in 3 days. She also asked me to upload my ID which I did. I gave her 3 forms of ID. My account is so old it was made in my maiden name and so I sent over Id with my current name and maiden name. 3 days have passed, I didnt receive an email and so I decided to send over a message on their website. Within seconds I received a message in response saying that they permanently terminated my account! They did not give me any reason as to why except to send me their terms of service in which I reviewed and still I do not know how I broke them! I know I didnt do anything wrong! I never had any disputes filed against my account. They also said they they have to hold my remaining balance for up to 180 days for any disputes, but I know I dont have any disputes on my account! I am terribly upset about this as I loved the ease of using PayPal for my business but I know I didnt do anything wrong or fraudulent to cause this! I would like my account to be reinstated. Even the customer service lady said she believed it was a mistake as there havent been any disputes or complaints on my account ever! I dont understand why this is happening. I was not offered any way to appeal this decision. I also want my money as they have no right to hold it for 180 days since there are no disputes on my account.

Company response to consumer: Closed with non-monetary relief