Consumer complaint received 2018-11-12
Company: Paypal Holdings, Inc
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
My problem is with PayPal. I am going to attach the emails that I sent to the three people that are supposed to be in charge of PayPal customer relations. I did not get one email back. The email and the included audio gives a very clear picture of the situation. 
HELLO, THIS SHOULD USED IN YOUR TRAINING FOR NEW EMPLOYEES OF WHAT NOT TO DO. THIS IS NOT THE FIRST TIME THAT I HAVE HAD AN ISSUE WITH PAYPAL AND HAD TO SPEAK WITH WITH TWO OR EVEN THREE MANAGERS AND I WAS TOLD ONE THING THAT WAS SUPPOSED TO RESOLVE MY ISSUE AND IT DIDN'T WORK, THEN THE NEXT MANAGER WOULD TELL ME TO DO SOMETHING ELSE BUT NEITHER WOULD WORK. 

SO ON THIS PARTICULAR DAY I NEEDED TO MAKE A TRANSFER TO A CARD THAT IS ALREADY LINKED TO MY PAYPAL AND HAS HAD SUCCESSFUL TRANSFERS BEFORE. FOR SOME REASON THIS. WAS NOT THE CASE ON THIS DAY. IT WAS TELLING ME THAT THERE WOULD BE A 72 HOUR HOLD. THIS IS NOT ACCEPTABLE AS I NEEDED TO PAY MY UTILITIES BILL IMMEDIATELY. THEN THERE WAS THE FACT THAT ABOUT A MONTH BEFORE I HAD THIS SAME EXACT SITUATION POP UP AND WAITED THE 72 HOUR TRANSFER TIME. AFTER THAT I WAS ABLE TO SUCCESSFULLY MAKE TRANSFERS JUST LIKE YOU GUYS ADVERTISE IT TO HAPPEN. SO WHY IN THE WORLD WOULD IT NOW BE DOING THE 72HOUR HOLD A MONTH LATER WITHOUT ANY KIND OF REASONING WAS UPSETTING TO SAY THE LEAST. ESPECIALLY SINCE I ASKED THE FIRST MANAGER TO EXPLAIN TO ME WHAT WAS CAUSING THIS TO OCCUR SO I COULD AVOID DOING THAT IN THE FUTURE. I DO NOT WANT THIS TO BECOME SOMETHING THAT I AM FORCED TO DEAL WITH EVEN THOUGH THIS IS MONEY THAT IS ALREADY IN YOUR POSSESSION. I AM THEN BEING TOLD THAT I CAN NOT ACCESS MY OWN MONEY FOR 72 HOURS WITHOUT ANY REASONING?! 
HOWEVER AS YOU WILL HEAR THE FIRST MANAGER TOLD ME THAT THE ONE OPTION I CAN DO TO ACCESS MY FUNDS WAS I COULD. TRANSFER THE FUNDS. TO A FAMILY OR FRIEND AND THEN HAVE THEM GIVE ME MY MONEY. NOT IDEAL BUT AT LEAST I HAD A WAY TO PAY MY APS BILL SO MY ELECTRIC WOULD NOT. BE TURNED OFF. 
I GET OFF THE PHONE AND I THEN HAVE TO FIND SOMEONE I KNOW WITH A PAYPAL SO I CAN FINALLY BE DONE. WHEN. I DO FIND SOMEONE IM EXCITED AND RELIEVED BUT GUESS WHAT PAYPAL DOES NOT ALLOW ME TO COMPLETE THE TRANSFER AGAIN. 
SO HERE I GO AGAIN CALLING PAYPAL UP. NOW MIND YOU THAT THE FIRST TIME I CALLED. IN THE WAITING TIME WAS LIKE. AN HOUR TO HOUR AND 45 MINUTES, SO I OPTED FOR THE CALL. BACK. I NEVER RECEIVED ONE. SO I CALLED YET AGAIN AND OF COURSE. THE WAIT WAS HORRENDOUS BUT RATHER THAN RISK IT I DECIDE TO GO AHEAD AND HOLD. 
WHEN. I GET. A REP I IMMEDIATELY ASK TO SPEAK WITH A MANAGER AND THE REP SAYS THAT THE MANAGER IS GOING. TO TELL ME THE EXACT SAME THING THAT HE CAN TELL ME. WHATS WITH YOUR REPS BEING SO HESITANT TO PASS YOU ALONG TO SOMEONE THAT IS SUPPOSED TO HAVE MORE AUTHORITY THAN THE AVERAGE PERSON? 
ANYWAY I FINALLY GET TRANSFERRED TO THE " MANAGER ''. THIS IS WHEN THIS GETS INCREDIBLY FRUSTRATING TO ME. I EXPLAINED WHAT THE PREVIOUS MANAGER HAD TOLD ME ABOUT TRANSFERRING TO A FRIEND OR FAMILY. I LET HIM KNOW. THAT IT STILL ISN'T WORKING. HE TELLS ME THAT HES SORRY BUT YEA THAT WOULDN'T WORK, DESPITE ME BEING TOLD BY ANOTHER MANAGER THAT THIS WAS THE ONE SOLUTION TO ISSUE AT HAND. HE DIDN'T CARE, HE DIDN'T ATTEMPT TO EXPLAIN OR HELP IN ANY WAY. HE EVEN TOLD ME. THAT IT DIDN'T MATTER WHAT THE OTHER MANAGER HAD TOLD ME. THERE WAS. NOTHING THAT ANYONE. COULD DO TO HELP AND I. WAS SIMPLY ASSED OUT ONTHE CURB. 
I HAD TO PAY MY UTILITY BILL AND BECAUSE OF THIS INSANITY I WAS UNABLE TO ACCESS MY OWN MONEY AND. MY UTILITIES GOT TURNED OFF. THE UTILITY. COMPANY CHARGES A {$400.00} DEPOSIT TO GET YOUR UTILITIES TURNED BACK ON IF THEY HAVE DISCONNECTED BECAUSE OF NONPAYMENT. I. DONT HAVE THAT LAYING AROUND AND I STILL DONT HAVE MY UTILITIES ON. 
THIS IS WRONG, WHY WOULD PAYPAL BE PUTTING THAT 72 HOUR HOLD ON. MY ACCOUNT AGAIN AFTER. YOU GUYS HAD ALREADY PUT. ME THROUGH THAT BS A MONTH BEFORE. THEN EVERYTHING WAS FINE FOR. A MATTER OF A COUPLE WEEKS WITH NO ISSUES BUT THEN.UP. COMES THE. MOST INCONVENIENT HOLD ON FUNDS THERE CAN BE. 
THEN YOU HAVE MANAGERS NOT TELLING ME. WHY THIS IS HAPPENING SO I COULD ENSURE THAT I DIDN'T DO THIS. AGAIN. IN THE FUTURE. 
HERES THE REAL KICKER- YOU THEN HAVE A MANAGER THAT TELLS ME HOW I CAN GO ABOUT SOLVING SOMETHING. WHEN THAT TURNS OUT TO BE NOT CORRECT YOU HAVE A MANAGER THAT OFFERS. NO HELP. AND. JUST SAYS THAT THE OTHER MANAGER DIDN'T MATTER. SAYS A WHOLE LOT OF RATHER DISMISSIVE AND RUDE REMARKS AND IS. CLEARLY NOT INTERESTED. IN TRYING TO HELP " YOUR CUSTOMER '' SOLVE A PROBLEM THAT PAYPAL HAS. CREATED FOR ME WITH NO APPARENT REASON.IF THERE WAS A REASON THEY SURE AS XXXX WEREN'T TELLING ME. 
I AM ATTACHING THE RECORDED PHONE CALLS THAT I HAD WITH BOTH OF THOSE. MANAGERS SO YOU CAN SEE THE MANNER IN WHICH YOUR MANAGEMENT HANDLE CUSTOMER RELATIONS.

Company response to consumer: Closed with explanation