Consumer complaint received 2020-02-14
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
On XX/XX/2019, Paypal sent me an email informing me that my account has been permanently limited and that I can no longer do business with Paypal because Paypal had detected activity that violates Paypal 's buyer protection policies. After researching the matter, I discovered that I had in no way violated Paypal 's buyer protection policies and that it was not possible for me to have violated Paypal 's buyer protection policies because I never had any transaction dispute claims filed for any of my transactions. I immediately tried to notify Paypal about this matter over the phone, and was shocked by the tone-deaf response of Paypal customer service whom insisted that the decision was final and could not be overturned despite the fact that their accusation was false and could be easily be proven false with a review of my account 's transaction history. Due to Paypal 's unwillingness to address the problem and acknowledge their error for permanently limiting my account I filed a complaint with the XXXX XXXX XXXX to hopefully get an amicable and viable resolution. In my complaint I specifically addressed the reason for Paypal 's decision to permanently limit my account, and disputed their claim that I had violated Paypal 's buyer protection policies. The response I received from Paypal for my complaint was outrageous, due to the fact that Paypal failed to address the nature of my complaint by refusing to acknowledge that they made an error in accusing me of violating policies that I clearly did not. Furthermore, Paypal 's response to my complaint took things one step further in the wrong direction by falsely accusing me of having multiple accounts and sending money to myself. Paypal claimed that the accounts I have been transacting with share the same name, address and social security number. Becoming very concerned about these new accusations, I contacted Paypal to get more information about these other accounts with my name, address and social security number, because I only know of having one account with Paypal. It was eventually disclosed over the phone that Paypal had falsely assumed an account that belongs to my brother was mine. I explained to Paypal that my brother and I have different names, addresses and social security numbers which the representative confirmed. In my last phone conversation with Paypal, the Paypal representative also admitted that I did not violate Paypal 's buy protection policies after a review of my account history but refused to overturn the decision to permanently limit my account. Despite the all the evidence that is available to Paypal, Paypal refuses to acknowledge its error in taking such adverse action against my account for false reasons. It is despicable that Paypal would refuse to restore my account when it is evident that Paypal has not performed its due diligence which resulted in falsely accusing me of things that are untrue and ultimately banning me for life.

Company response to consumer: Closed with explanation