Consumer complaint received 2022-01-24
Company: Paypal Holdings, Inc
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On the XXXX of XX/XX/XXXX, I was trying to do a transfer from my bank account ( XXXX XXXX XXXX  account ) to a friend using Paypal. When I clicked on the transfer Paypal site showed me immediately a message that the transfer can not be processed due to legal issues. so obviously the transfer is denied and nothing should happened. 
On the same day I received an email message informing me that the payment is pending ( although the site informed earlier is can not be done ). The email is attached under the file " XXXX ''. 

On the XXXX of XX/XX/XXXX I received an email from XXXX XXXX informing me of Paypal withdrawal US {$820.00} from my account ( which is the transfer amount ). The email is attached under the file " XXXX XXXX account XXXX ''. 
Later on the XXXX of XX/XX/XXXX I received an email from paypal requesting very sensitive personal information in order the process the transfer. The information they requested listed below : Proof of Identity : please upload a copy of a valid Government issued photograph identification ( i.e. passport, driver 's license, government-issued identification card ) which must show your date of birth and the document 's expiry date. We can not accept partial/ expired documents. 
Proof of SSN/ITIN : please upload a copy of your social security card, IRS statement XXXX past year 's W-2, or past year 's tax filing return. Alternatively, please provide a copy of your IRS letter assigning full Individual Taxpayer Identification number ( ITIN ). These documents need to show the full social security number and must have been issued within the last 12 months. 
Proof of Address : please upload a copy of any utility bill, bank/credit card statement 401K or brokerage statement issued in the last 12 months. 
The email is attached under the file " XXXX ''. 

Since the information they are asking are very sensitive, which I am not willing to give to a website, and at the same time all the information are already with my bank, I contacted Paypal customer service and asked the why did they withdraw the money from my account if they are not going to process it, and asked them to return the money as I am not willing to give that kind of information to a website and the information is already with the bank. They refused to return the money and insisted on getting the information. the issue seems like a hostage issue. They are refusing to return the money to my account although I called them XXXX times and filed a claim on paypal website. Instead they send me another email requesting the same information. Attachment " XXXX '' Than Finally they sent me an email on XX/XX/XXXX that the case was denied. Attachment " XXXX ''. 

The problem can be summarized in few points : 1. Paypal site showed that the transfer is denied.

2. although Paypal said the transfer is denied they send an email that it is processed.

3. they withdraw the money, total of US {$820.00}.

4. they refuse to complete the transfer or return the money unless a very sensitive information is given. 
I don't want there service anymore I just want my money back.

Company response to consumer: Closed with explanation