Consumer complaint received 2021-08-31
Company: Paypal Holdings, Inc
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
To whom this regards, My name is XXXX XXXX. I hope you are doing well. 

I've been a private customer withPayPal ( XXXX ) XXXXXXXX XXXX XXXXXXXX XXXX, until my recent random account closure and limitation thisyear during XXXX - XX/XX/. It makes no sense, my account was fully verified via my Passport ID as seen, and I had added my address and verified it via documents uploaded many times Paypal had asked me to. 

After a month of countless emails and enquiries, Paypalhas still yet to reply to my emails or contact. 

I'm writing to you with regards in hopes of receiving aresponse, about possibly fraudulentbehaviour and an inefficientsystem affecting me. In fact this could be said on behalf of the many others Paypal have abused over the years.Anything I received was an automated response from an email called " PAYPALXXXX '' clarifying no reason for my account problems such as freezing my account and stealing my funds amassing over {$1400.00}. 

First of all ( i ) Paypalhas failed to acknowledge the fact it banned/closed my account with no valid reason, while it continued to discreetly remove funds from my account. My account was closed while all my funds and financial information were frozen on the account.I was given a case ID called XXXX. 

The automatic system then sent an email describing the money would be frozen for 180 days. As a student, I was reliant on my balance and now Paypal has taken my monthly rent allowance. Unfortunately this has happened to many others, where problems are submitted via XXXX and otherplatforms due to the factcustomer service is almost non-existent.NowPaypal also sent an email saying my funds were being held on " Reserve '' and would be available for withdrawal. In other words, they were being released back to me after they had used it for " Float '' or whatever investing purposes. I had then thought my faith was restored inPaypal but upon logging in my funds had immediately been taken and actually have disappeared completely from the hold page on my balance. This would prove Paypal 's contradictory and false behavior, as they literally claimed my funds were available to be returned after weeks of hold. 

Secondly ( ii ) PAYPAL had also closed a recent dispute of mine prematurely, taking advantage of the fact my account was initiating a closure. The ID was XXXX in which I was sold an inauthentic item. The necessary thing was to opena dispute to ask for a refund and I was required to submit evidence. 

Paypal asked to ship and return the item to the seller 's address as given on the dispute page. If a human and not a computer checked the tracking, it showed that it was processing and was on bound for delivery or waiting for the seller to collect the item. However, the automatic system for disputes failed, because it was only on my native postal site that the item did not update while every other site did. 

Paypal closed the case while the item was still in transit which is illogical and illegal because I had complied and was eligible for buyer protection. They breached their own fiduciary duty and buyer protection policy. It was then reopened kindly but now has been stuck for weeks and the resolution date keeps getting pushed back, even though the item is waiting for the seller to collect it. The transaction was high and totalled around $ XXXX so this is severely impacting. 

The case needs to be resolved and it would be correct to refund me because, currently the seller has their product back and my money in which I trusted Paypal with. In the current state, both Paypal and the seller have committed fraud in this transaction as Paypal has kept their fees for the transaction, while the seller has the item and my money back. I have tried to email them telling them the seller is circumventing Paypal 's Policy, but still have not received any response. 


Paypal has made grave errors with my account, and I'm hoping you can assistin amending this. 

Escalation to an executive department or authority is the only necessary method forced to take. 

It's extremely disappointing as I have been using paypal for 3 Years as a loyal customer. 

I hope you understand my issues, and if you have any solutions that would mean everything to me and the countless others who have faced similar problems. 

I look forward to your response. 

Kindest regards, XXXX XXXX

Company response to consumer: Closed with explanation