Consumer complaint received 2021-05-12
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I registered with PayPal for a personal account approximately 3 years ago. I have used this account for making purchases and selling products. I have sold only one product, ( Air purifier ), I believe only three times over the past two years. 

I started a home XXXX about three years ago and I was in the process of building it up when COVID-19 hit which made it very hard to do business. I recently started working my business again and sold one product, ( air purifier ), one time. 

Then, for no reason, on XXXX XX/XX/2021, I received the following email from PayPal : You can no longer do business with PayPal After a review of your account activity, we've determined that you're in violation of PayPal 's Acceptable Use Policy. As a result, your account has been permanently limited and you won't be able to conduct any further business using PayPal. This is permitted under the PayPal User Agreement sections Restricted Activities and Actions We May Take. You must remove all references to PayPal from your website ( s ) and/or auction ( s ), including removing PayPal as a payment option, the PayPal logo, and the PayPal shopping cart. 

If you have funds in your PayPal balance, we'll hold it up for 180 days. These funds may be used to satisfy any obligations you may have under the User Agreement and Acceptable Use Policy, including potential liabilities to third parties and to PayPal for each violation of the Acceptable Use Policy, including monetary damages. After that period, we'll email you with information on how to access any remaining funds. 

If there are chargebacks that result in your account balance falling below XXXX  you will need to settle the amount owed to PayPal to avoid further action. 

Customers who are permanently limited for violating the Acceptable Use Policy are not permitted to use PayPal services and are not permitted to open new or additional PayPal accounts. 

You can find the complete the PayPal Acceptable Use Policy by clicking Legal at the bottom of any PayPal page. 

We regret any inconvenience this XXXX cause. 

After receiving this message, I immediately called PayPal customer service to ask why this is occurring and what is the supposed violation of PayPal 's Acceptable Use Policy. They said they don't have that information and I needed to send an email to XXXX. 

On XXXX XX/XX/2021 I sent the following message : Sir/Ma'am, I need your help. 

I received a message stating, " You can no longer do business with PayPal '' and then I called your CS. All they could tell me is that I am being accused of selling something in violation of your policy. 

The only item I have ever sold via PayPal is an Air Purifier. I reviewed the PayPal policy concerning this matter, and Air Purifiers are not mentioned as prohibited products. For this reason, I am confused. 

Very respectfully, can someone please explain the details of that violation? I looked at everything on my invoices and I don't at all see what is in violation. There must be some kind of mistake or misunderstanding. 

Everything on any of my invoices that XXXX be in question can absolutely be backed up, proven, and supported with legal documentation. 

Ref ID - XXXX Respectfully, As of XXXX XX/XX/2021, I have received no response of any kind concerning this matter. I called PayPal customer service again for status and this time they are telling me I am permanently no longer able to do business with PayPal, period. They will not give me any information that supports, backs up, or validates any form of a violation whatsoever. 

They are accusing me of violating PayPal 's Acceptable Use Policy. but they are refusing to provide me with any proof or evidence of any kind nor are they even telling me the nature of the violation. So, I went through their policy with a fine-tooth comb, and then I looked at all my transactions in my PayPal account, also with a fine-tooth comb, and could not find anything that comes even close to a violation. 

I have a very long honest and trustworthy record of service for over XXXX years in the XXXX XXXX and as a XXXX XXXX XXXX. Accusing someone of wrongdoing without providing the full reason, nor any proof or evidence of the alleged violation is unacceptable. At the same time, I am not able to do sales transactions because my business and advertising strategies are set up using PayPal for certain business transactions. 

I am sure there must be some kind of mistake or misunderstanding, or there is something very shady going on. Either way, if they refuse to tell me what the violation is nor provide any type of evidence nor proof of the violation, this in itself is a violation of being innocent until proven guilty. 

Please ask them to provide the violation and the supporting evidence. If the evidence is fabricated, I will know that as well because I have made copies of everything in my PayPal account. 

Thank you for your help in this matter.

Company response to consumer: Closed with explanation