Consumer complaint received 2021-06-28
Company: Paypal Holdings, Inc
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To whomever this may concern, On XXXX. I went to access my PayPal account and noticed that they had a temporary hold on my payment to " XXXX XXXX '' which is the Law firm I use to pay my Lawyer I had to obtain in XX/XX/XXXX. This payment was taken from my account at XXXX. I clicked on the transaction. It said it was on Temporary hold to check for fraudulent charges, it was for {$310.00}. That's the only time I got to talk to someone about this. I try to use their " message center '' to talk to someone about this, they're eager to help until I mention my account is Limited, then it shows me a message, " Sorry no one is currently available, check back during our business hours. '' & then they disconnect the chat. Basically leaving me in the chat with no answers. 

I then see an alert that my account is Permanently Limited & that I could no longer use PayPal services. I have zero clue why this happened! I contacted support by phone. The guy said that a higher up company works with Account Limitations & unfortunately couldn't help me, but he lifted the temporary hold on my payment to my Lawyers office. Which was a huge relief. 

My fiance " XXXX XXXX '' is a XXXX at a restaurant. I'm a XXXX XXXX XXXX XXXX of a XXXXyr old. We panicked during the pandemic ( further research will show that's when I started receiving payments from him regularly, XXXX of XXXX I 99 % believe ) & we started having him send me his " tips '' as a way to have a savings incase things got really bad. I'm not sure if this raised a red flag that I automatically had a bunch of money coming into my PayPal account. I read the reasons of why this could happen to your account & this was one of them. I've had him doing this for the last year & 4months, I've had family send me money as well. That's it! My charges are even made to nothing suspicious! 

I did carefully read their terms after this happened like I mentioned above, and learned I should've turned my Business Account into a Personal Account to avoid stuff like this ( I've had an accnt. w/PayPal since XXXX w/no open cases nor disputes ). I didn't know this was an option or I so would've done that to stop this from happening that's for sure! I'm distraught! This is during a pandemic! I've trusted PayPal with my money for 13yrs! I went to the forums on Paypal, and within the last week, this has been happening to multiple people on PayPal! I'm sure you guys are getting complaints! What is this all about?! Why's it happening to so many people during a pandemic! These people have small businesses! 

I attached all the documents I could showing any kind of proof I could. PayPal NEVER emailed me anything that pertained to this! All I have are the screenshots I provided of the notice I received from their website. 

I also attached an email from XXXX XXXX to show that it is indeed my Lawyer I'm paying. Why they took out over {$300.00} at XXXX, is odd to me. Then again it could've just been an automatic thing their system does. I do understand this might have been the red flag that closed my account. Ever since I've hired them they've been taking my payments from my PayPal though. My family has sent me money to help cover these costs, because we simply don't have extra money like that to be paying for a lawyer. We literally live paycheck to paycheck. 

I also attached my Government ID ( address hasn't been updated as I intend to get my drivers license soon ) ..I included a TAX Document with my name and current address on it. I also have XXXX XXXX Drivers License and a bill sent to this address with his name on it as well, the address on his DL is up to date. I also attached some payment transactions that shows he sent me these payments from his PayPal account, which his bank account is also attached to. 

These 2 things are the ONLY reasons I could think of that would raise suspicion on PayPal 's part. I did nothing wrong, and I can't possibly live with no savings/money & to wait 6 months to get these funds, is just crazy! I read that it's incase a buyer wants to file a dispute. I don't sell anything! Like I mentioned above, when I did have an XXXX business on my PayPal account ( approx.10yrs ago ), there were no disputes EVER. I have a business debit card from them as well. 

I tried to send my fiance the {$17000.00} yesterday out of sheer panic. I canceled the requests because I don't want to do anything that will further get me in trouble. I don't know what to do, so I'm reaching out to you. Please if you could help me, it would save my family during this insanely hard time. I can't afford to have this money taken from me! It's A LOT of money especially for us, & has given us such peace of mind. Now its gone. I've been crying since yesterday. I'm at a loss. You're my last resort. Thank you so much! I appreciate you doing this for people! 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation