Consumer complaint received 2021-11-04
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
I have been using PayPal forever and use it weekly. My husband did some labor on a roof and was paid via our PayPal account. Over last weekend. PayPal immediately charged the money on the card from our customer. But would not let me access it due to the amount. Which I understood. I submittted all of my documents. Tax id, drivers license. But then they went further wanted tracked numbers? When had non since is was labor, thw they wanted business contracts which felt a bit of invasion of privacy. After I submitted everything I waited 3 days. I messaged them on their website. This is when all became extremely confusing-said my transaction was from another account, said to call them. As I did. More confusion said all my documents were in the back office for review, review of what??? Then I was told to call my customer and have him verfity he sent it so he did with me on the phone. As I was waiting PayPal has a pop up and it states once verified by customer the money will be in your account within 7 days which is now entirely too long. Right after the customer verified the payment. I see my PayPal has the money in there of XXXX and it says to accept it. I tried accepting it and a pop up comes says I cant access the money but its in my PayPal account. I call PayPal because now my account has been moved from restricted to limitations. So I called them again to find out. I was getting the run around. From blaming the high amount, to my customer needed to check his email. Then they would release me from limatations to put in my bank. My customer does everything and they give him a run around. He was going to just cancel it but they wanted to charge {$460.00} then they said he was good. He was extremely frustrated because he said I am good cause you took my money and wont pay for the service I bought. So he has me call the Limitations department, this is now the 3rd person I have spoke to. She explains that its in the back room under investigation. I said investigation of what??? If I am allowed to receive my money thats been verified and I proved all my tax ids etc! They then give me and my customer more runarounds and say under my investigation is over which can take 7 more business days that I would get a email if approved or not. But they still charge the fees and are charging their reasons every call into why I cant have my money. They are holding it hostage with no end in site. I cant even refund it to my customer because they will charge me close to XXXX! So they are just holding my money and my customers money with when they say its ok even after I Did everything they asked me to do. My customer did everything he was supposed to do. They will not explain why and who is investigating me being dictated on me having access to my money. This is supposed to be a transfer service not the fbi. My tax id is on there what else do They need to investigate????? Complete invasion of privacy. Complete dictator ships with ever changing rules and terms. This can not meet complaisance.

Company response to consumer: Closed with non-monetary relief