Consumer complaint received 2021-07-15
Company: Paypal Holdings, Inc
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
Hello! 



I am a PayPal and XXXX customer, rather I was a PayPal account holder until I received PP-L-, or more clearly the You can't use PayPal anymore notification. This notification arrived on screen with no further detail or clarification around what exactly I had done or activity I had engaged to warrant this contractual termination. In the weeks leading up to You can't use PayPal anymore event I had worked closely with individuals across your organization who remained steadfast in policy, but remained disjointed in procedure surrounding your Account Limitations process, timeframes, etc. From the XXXX in XXXX, to XXXX the Supervisor in XXXX, I spent quite a bit of my time and there's clearing up a negative balance on an old PayPal account, so that my current ( well, former ) PayPal account could be free of any limitation, ready to accept nearly {$12000.00} of Unemployment Insurance from the State of Ohio. 



As a responsible, law-abiding member of society, I listened to the XXXX, and XXXX and anyone else that would lend an ear as the deposits approached - checking to make sure that the balance I owed ( which had been sold to XXXX XXXX XXXX ) had been paid and cleared by PayPal Collections. I even had a kind supervisor from Collections connect me with a lovely PayPal employee on the Account Limitations team, who after several long holds, notified me that through no fault of my own, she found that the Collections team had in fact not done their due diligence by indicating to her team that my old account was paid in full and could be reviewed. She felt for me & my situation and said she was going to be passing along a voucher for {$20.00} to be used through the platform as concillation and said she would be marking my account so she could monitor it through the process personally. Three hours later, BAM!!! ... you can't use PayPal anymore, why? It doesnt matter why and Im not writing you today to discuss the finer points of your EULA, your NDA, the UA and so onI am writing you because just as you ripped the {$20.00} voucher from my hands with PP-L, you accepted two direct deposits via ACH from the State of Ohio and the Fed, one for {$9000.00} and another for {$2700.00} how are these deposits in to a locked ( on your end ) account deemed suspicious or flagged at all?? As far as activity in that account, there was very little in the 4 weeks preceding but lets review : I paid for laundry in my building, paid my friend back applied for XXXX ( {$25.00} Im never getting back ), used PP to buy/sell XXXX, and I received a {$110.00} refund paid by PayPal So why? 



I am writing you today, because its my fathers XXXX birthday, an early adopter of your platform, he lauded the service you provided 15 years ago but watching my fight with the State of Ohio to get this money and then watching what youve put my mother and myself through, wielding your AML/KYC battle axe across the field to beat another private citizen over the head, for what, a measly $ XXXX just because you can, has my entire family lackluster in our support or continued use of your platform. My mother, XXXX, single, living with XXXX at the age of XXXX. Barely. Able. To. Pick. Up. A. Phone began her own phone bank trying to get justice for her only child, her caregiver, her hope and love, via PayPal customer service ; a net loss, PayPal for the win, XXXX XXXX. After seeing PP-L-, begging to borrow the {$310.00} to pay XXXX vis -- vis PayPal and the months and months of adjudications, letter writing, phone calls, I literally collapsed into hysterics while my poor, feeble mother listened and cried with me. What was I going to do? What was she going to do??

She propped me up financially throughout my fight with the State imploding her own savings set aside for her care, both of us expecting to repay it a couple weeks ago, only to be where we are now ... waiting for your instructions to arrive in XX/XX/2022. Please note the domino effect youve caused here as well remember, my mother, with XXXX, is in desperate need of XXXX XXXX XXXX, we were planning on moving her in XXXX, but your procedural shoots and ladders have caused us to now push her move into 2022. This woman worked her entire life, raised me on her own and now lives with this XXXX XXXX and I cant give her the assisted care needed to maintain the modicum of dignity she deserves this is a direct consequence of your policy, account limitations and I will not patiently standby waiting another 6 months for instructions! 



I am writing to you as a last resort. I am not calling customer service. I am reaching out to the humans behind the machine and begging you to please solve this problem for my family. You can make this go away, reinvigorating some semblance of hope, letting us breathe, allowing my mother some peace, please! 



Your company has treated me and my family poorly. Please quickly rectify the situation by making all monies currently held in my PayPal balance immediately available for withdrawal or transfer out and away from my PayPal XXXX XXXX account. If not, please rest assured that this letter, all of my correspondance heretofore will be added to complaints already being filed with the XXXX, FTC, SEC, NCLC, the Ohio Attorney General and my Ohio Senators, XXXX. XXXX and XXXX - I will not rest until this matter is settled and I will use whatever means necessary to have my voice heard and regain access to my money. 



I look forward to a prompt reply and resolution to my problem. Thank you for your time and attention to this matter.

Company response to consumer: Closed with non-monetary relief