Consumer complaint received 2020-09-10
Company: Paypal Holdings, Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
XXXX XXXX PAYMENTS + {$15000.00} XX/XX/XXXX Direct Deposit send money request - negative {$1500.00} XX/XX/XXXX Canceled Request Received Received notice about an account limitation : XX/XX/XXXX Dear Persons Name, Thanks for contacting us about your concerns. As a valued customer we want to help you make the most of your PayPal account. We prefer not to leave you waiting for an answer, so weve replied with this automatic message. 

Below you'll find some general information about limitations, but if it doesn't help you please give us a call. We often need to ask you questions to understand the details of your case and it's often better to do this by phone. You can call us by following the instructions at the bottom of this message. 

We sometimes limit account functionality as a security measure. This can happen for a variety of reasons. When you log into your account, you'll see a message explaining our reason. 

Possible reasons for a Limitation Possible unauthorised account access Unresolved disputes or chargebacks Violations of our User Agreement or Acceptable Use Policy. 

Restore your account Go to the Resolution Center. 
Click Go to Account Limitations. 
Click Resolve beside each step. 
Select the type of document you're uploading from the drop-down menu.

Upload your document and click Submit. 
When you have completed each step, your account will be reviewed and you will receive an email updating you on your account status. 
The steps you'll be asked to complete are unique to your account issue. Often they'll involve providing information to verify your identity, financial details or any items you're selling. 

When all the steps are completed we'll review your account. We aim to complete our review within 48 hours. We'll email you with an update when our review is complete. 

If we havent answered your question, please reply to this email and our team will reply to you as soon as possible. 

Thanks, PayPal Copyright XXXX PayPal. All rights reserved. 

I then uploaded the documents that were requested. 
XX/XX/XXXX at XXXX XXXX I had a direct deposit for unemployment going back since XXXX so they sent XXXX because of the XXXX extra per week, I know this is a brand new account but the funds are legitimate, I would like to continue using my account and be able to transfer the funds to my bank XX/XX/XXXX at XXXX XXXX Dear Persons Name, Thank you for contacting PayPal with your concern. 

We appreciate your interest in PayPal ; however, our decision to leave your account in a permanent limitation status is final. 

PayPal reserves the right to limit access to any account reported to be involved in possible fraudulent or high risk behavior. In the event of a dispute, PayPal will seek to recover the funds from you by debiting your PayPal balance and, if there are not sufficient funds in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. 

If you want to refund your buyers, you are able to do that any time as long as the status of the transaction is completed. To issue a refund, go to the activity page, click the payment you want to refund, and click refund this payment. 

If you do not have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. 

Due to the potential risk of chargebacks and other risks of funds reversals, your balance will be held 180 days from the date of the limitation. At that time, any remaining funds will be available for withdrawal. 




Please let me know if you need further assistance. 

Sincerely, XXXX PayPal Account Review Department PayPal I then responded : XX/XX/XXXX at XXXX XXXX  PayPal Customer Support : This was a legitimate deposit from XXXX Unemployment insurance for the state of Illinois. 
Please help. This is my livelihood. I can't survive without this. 


Dear Persons Name, Thank you for contacting PayPal with your concern. 

We appreciate your interest in PayPal ; however, our decision to leave your account in a permanent limitation status is final. 

PayPal reserves the right to limit access to any account reported to be involved in possible fraudulent or high risk behavior. In the event of a dispute, PayPal will seek to recover the funds from you by debiting your PayPal balance and, if there are not sufficient funds in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. 

If you want to refund your buyers, you are able to do that any time as long as the status of the transaction is completed. To issue a refund, go to the activity page, click the payment you want to refund, and click refund this payment. 

If you do not have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. 

Due to the potential risk of chargebacks and other risks of funds reversals, your balance will be held 180 days from the date of the limitation. At that time, any remaining funds will be available for withdrawal.

Company response to consumer: Closed with non-monetary relief