Consumer complaint received 2019-02-20
Company: Paypal Holdings, Inc
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
This is about a Pay Pal Business Account. I opened it in XXXX. I also have a Pay Pal pre load debit card from XX/XX/XXXX used a few times to recieve payment from XXXX an on line site I sell from, and to spend the money. I sell on line both my own products and I also drop ship.There were no up front disclosures about 1 ) holding my funds deposited by the buyers, until the merchadise is delivered. On my drop shipping sales I usually use part of the purchase money to buy the item and ship it. I can understand that Pay Pal wanted a history of me being honest. So I got permission to use my friends credit card to purchase and ship, with the agreement that with in 5 days or so I would replace the funds. 
Secondly, there was no upfront disclosure that they would require a verification of me personally. 
I provided a state picture ID. They will not give me a date on when my funds will be released.Pay Pal said if I bought a {$100.00}. dollar XXXX XXXX card it verifies instantly and then I could acess my money. 
I did not have {$100.00}. I do not have credit good enough to have a credit card. 
They said youll get the money right back. We will buy one XXXX card for {$50.00}. that you can keep, but then you must buy one for {$50.00}. 
As I told them. I have approximatly {$20.00}. cash and all my money, about {$500.00}. of mine, you have and will not release it. 
Then they tryed to convince me to borrow the {$200.00}. dollars because they will get it right back. I explained to them I have been unemployed for 2 years and have borrowed too much. I feel terrible about it, and only borrow when desperate. They said in about 2 weeks I would have my clearance and get my money after the ID clearance goes through. Why do I have to buy something to get my own money? They sell cards for {$20.00}. why do I have to buy $ XXXX.card? Also how do I get my money back? They said it was a government requirement to verify who I am. Why did they wait till XX/XX/XXXX? I have not used the account but did open the account in XX/XX/XXXX. Later that day, which was XX/XX/XXXX after having been on the phone about 2 hours at about XXXX Arizona / Central time zone. After having walked 1/2 mile to a grocery store, in a drizzel of rain, to use my Pay Pal debit to buy the XXXX Cards, at Pay Pals insistance that since the accounts where linked it would work. Which of course, did not work, because my whole account is frozen. I had a supervisor contradict everything that I was told. She told me I would never get my money, unless I bought the cards. When I asked her to expidite verification of my state ID, she said that is not ever going to verify you. She said they would keep my earnings forever. Sounds like a lie to me.While the accounts were frozen and unverified, Pay Pal released Approx {$47.00}. to eBay for money I owed them. Why can they release to eBay and not to me? I was {$9.00} over drawn on my Pay Pal Debit. I asked for {$5.00} to transfer to the debit and they did in less than 24 hours. That is because it pays their fees. Why not release the funds to me if they can get money and eBay can while my ID is not verified. This having to buy XXXX Cards does not see right. If I do not buy from XXXX 2 of their highest denomination cards {$50.00} + {$50.00} = {$100.00}. I have an unlimited amount of time to get my own money? 
I promised the money used on my friends credit card to be returned. Now they are making me a seem like a flake. She is worried about getting the money to make her payment. I am too. I am very poor I need to pay bills and to feed myself and my cats. I had my mom and sister bring me people food and kitty litter. My cat food runs out tomorrow XX/XX/XXXX and my cell bill is due today. What the XXXX is going on? Without disclosure all my money is frozen. Had they told me I would not have all my on line sales platforms sending my money to them. Please find out what the truth is. Thank you XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation