Consumer complaint received 2018-11-05
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Paypal has put my account on suspension for 6 months. They refuse to tell me how to fix the problem when I contact them. I have done everything they requested. Its been literally over 6 months since I did what they asked. I followed their steps exactly. I have called nearly 100 times and they send me an automated response. Ive used their chat and they basically say they will elevate. Its been elevated since XX/XX/2018. The reps have said numerous times they can see nothing wrong with my account. When they elevate I just get an automated email saying email their other email or use their chat. Its a vicious cycle of just sending me in an identical circle 1. Email, call, or chat for help 2. Tell me they can see nothing wrong and will elevate 3. Elevate creates an auto response asking me to email, call, or chat the same numbers I've contacted 4. Repeat above scenario So for 6 months I can't access my account or funds.

Below is a transcript of last chat. As you can see they just repeat the same  circle. 



Heres a transcript of your chat with PayPal from Mon XX/XX/2018 PayPal : Thank you for choosing to chat with us. An agent will be with you shortly XXXX : Hello, Thank you for contacting PayPal. My name is XXXX. Hope you are doing great. I will be happy to assist you today. 
XXXX XXXX : My account has been temporarily suspended while I submitted a new I.D . I submitted the approved information XX/XX/18. It has been over 6 months. I have made 18 calls. Ive been told it appears I did everything right and it will be escalated to be resolved. I really need to use my account. Can you please find a specialist that can assist me. I'm very frustrated and no one has been willing to put the work in to find someone that can give me an answer. 
XXXX : On a personal level, may I first say I'm sorry if your experiences in dealing with us to date havent been satisfactory. 
XXXX : I will try my best to get this answered for you. 
XXXX : Let me pull up your account and check this for you. I would need few minutes to get this reviewed. 
XXXX XXXX : I appreciate the apology but I really need someone to make the calls and find a supervisor or specialist that can resolve this issue. Its way overdue XXXX : I do understand that. 
XXXX XXXX : Also it asks me to remove my email on the temporary issue. I have been trying that since XXXX. It won't let me remove the email. Which makes sense since it is how you communicate with me. Evertime I go to resolve this issue it give me an error code and tells me to contact customer service. I have went through that part of the process over *** times, no exageration. 
XXXX XXXX : *** XXXX : I can definitely understand your frustration right now. At this time, this type of limitation can't be resolved faster. I truly wish this could be taken care of through the chat service, but I am not going to tell you something can be done when it can't. I am being completely transparent with you. 
XXXX : The quickest possible solution as of now is to call our support team over at XXXX at your next convenience to speak with an account specialist. They are best equipped to assist you with your queries. 
XXXX XXXX : Also I get apologies but no one has taken the time to get me an answer. Literally Im sorry mr XXXX but i cant see why it isn't working, is what i herer. 
XXXX XXXX : Ive called customer support. It disconnects me everytime. That is the 18 calls I referenced above. who can you call is what I need help with XXXX XXXX : I called 18 times this weekend. That doesn't count the many more times ive called of the past 6 months. I follow the prompts to resolve and everytime it discconects as it tries to connect. It literally feels like it is intentionally set up as line to disconnect rather than deal with the probelm XXXX XXXX : So once again who can you call or chat with to resolve my issue XXXX : I can relate to the frustration and wish I had a better answer for you. 
XXXX XXXX : Ive had this account for years and never had a problem with anything with me or a vendor. It makes no sense XXXX : I suggest you need to call the general number and ask for the Limitations team. 
XXXX : They will redirect you to the correct team to get this worked. 
XXXX XXXX : Your answer is the same. There is no way to get connected. Please try it yourself. You will get disconnected XXXX XXXX : This has been the same process so it isn't a weekend long system issue. You can't get anyone from limitations. It will disconnect you every time. Been going through this since XXXX XXXX : I do understand the frustration that you have been through.I will do something XXXX XXXX XXXX : I just tried from my work phone and yet dissconnect XXXX XXXX : Im a good customer. I don't understand why no one wants to help. Its mindboggling XXXX : I will move this to Review and the team will review this for you and get back to you if they need any additional details. 
XXXX : I appreciate you being with us for long and hope to continue the relationship. 
XXXX XXXX : Ive been moved to review many times since XXXX. Please try and get a supervisor from that department on the phone. You are giving me the same no result answwer Ive been getting since XXXX XXXX : I request you to extend your patience for 3-5 business days more while the team gets this reviewed for you. 
XXXX : My apologies since we do not have a outbound calling service. 
XXXX XXXX : Nothing will happen when you elevate me. Ive waited 3-5 business days since XXXX multiple times. NOt once have I gotten anything but automated emails telling me to do what Ive already done XXXX XXXX : Please just figure out how to get me help. 
XXXX XXXX : There is no way someone in your building can't contact someone via email or intra office communication that you have been dropping the ball since XXXX. Im pleading with you XXXX : There is no specific supervisor whom I may direct you to. I understand that the waiting might seem forever for you, however I have done the needful and it is unfortunate that you need to reach us over call to get this sorted. 
XXXX : I understand that you have been patient for long and I will escalate this to the team via an internal escalation process to see if this can be expedited. 
XXXX XXXX : You have done nothing different. Im begging you to get creative. There has to be a way to get a person, not an automated email to reach out or respond to me XXXX XXXX : The internal escalation process is going to get me an automated email telling me what to do. Ive been through it countless times since XXXX XXXX : I assure you that I have utilized my resources completely to get this answered for you and the last escalation suggested is the only option that I have now. 
XXXX : To be honest, I have nothing more productive as of now. 
XXXX XXXX : So your company has no option for a supervisor to get involved? 
XXXX : Chat support is in its growing phase. We wish to get this resolved over chat, nonetheless, we never encourage customers sharing their personal details over chat. This has been formulated just to ensure that we protect your account security. Thank you for your cooperation. 
XXXX : That is the process I referred to for an escalation. Would you like to move forward with this? 
XXXX XXXX : Ive been through this. You have to know that im being honest. How can you move on from this chat knowing that absolutely nothing will be done to resolve my problem? How can you look yourself in the mirror. 
XXXX : I do have limited access and I did my part. There are certain limitations that we are obliged to obey over chat. 
XXXX XXXX : I don't believe you don't have a supervisor in that building capable of reaching out to someone in leadership to make something broken become fixed. Y XXXX XXXX : Ive called and those same limitations are on the phone excpet they send you to a dead line XXXX XXXX : Both phone line and chat claim they can elevate me which in turn send me to an automated email. Which states don't respond. It states to chat. Its a circle meant to frustrate and not resolve customer problems? 
XXXX : XXXX, I have provided you with all the possible answers and there is nothing more than I may offer you. The only option left is to call. I suggest you call after some time. Since I have provided you with all the available answers, I am closing this chat window.

Company response to consumer: Closed with non-monetary relief