Consumer complaint received 2021-08-19
Company: Paypal Holdings, Inc
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XXXX XX/XX/2021 PayPal has decided to close my account with an available balance of {$8100.00} The email sent to me stated : " After a thorough review of your account, we're initiating the closure of your PayPal account in order to protect us from potential financial losses. You'll no longer be able to use PayPal. 

What happens to your account balance? 

If you have funds in your PayPal balance, we'll hold it for up to 180 days. We'll do a periodic review of your account for funds release. A gradual approach to account closure allows us to part ways, while considering any liabilities like settling cases from your buyers, responding to chargebacks and helping you avoid financial losses. 

As we initiate the closure, we must oversee the appropriate movement of funds in your account. If your account balance is below XXXX, you'll have to settle the amount owed on your account to avoid further action. 

How will the process work? 

Our first review will calculate our exposure and can result in any of the 3 different outcomes mentioned. After each review, excess funds will be released for withdrawal. Well communicate the outcome of the reviews to you. 

We'll release the entire remaining balance to you for withdrawal. If you choose not to withdraw the funds at that point, we reserve the right to re-coup any funds at the next review ; or We'll release a part of your remaining balance to you. If this is the case, we'll inform you about how much funds can be withdrawn. We'll then conduct another review ; or We won't release any funds to you if we deem our exposure to be greater than or equal to your available balance. 
Your account may be reviewed multiple times ; for up to 180 days from the date of this email. If there are funds in your account at day 180, it will be made available for withdrawal at that point. '' On XXXX XX/XX/2021 PayPal sent me an email stating : " We're holding funds in reserve to cover any possible account liabilities because of your account limitation. We'll review your account monthly and release your funds between 30 and 180 days. You can see the details of these funds when you log in to your PayPal account. Click Pending Balance from the Account Overview. 

You have funds available to withdraw. You can transfer this directly to your bank account. 

Reserve Amount {$820.00} USD Release Amount {$7300.00} USD To access released funds, log in to your account to make a withdrawal. You can withdraw funds to your bank account. 

If you have a negative balance because of a limitation, we may try to cover the negative balance from the reserve amount. '' I did not withdraw the money because I was sure that there will be no chargebacks, so I could withdraw all of my money at once {$8100.00} 180 days have passed on XXXX XX/XX/2021 and I have logged into my PayPal account and my available balance was {$0.00} Without any warnings, PayPal took all of my money. I have tried to settle this with them multiple times but they are not cooperating. 
All they are saying is that I have violated their AUP policy, which btw states that if I violate it they may debit my PayPal account up to {$2500.00} USD. Instead, they took all of my available balance {$8100.00}

Company response to consumer: Closed with explanation