Consumer complaint received 2023-09-24
Company: Paypal Holdings, Inc
State: NY
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 created a Paypal business account in XXXX The email address connected is ( XXXX ). My intentions for having used this account was to make sales via XXXXXXXX XXXX @ XXXX, and pay for invoices along with online payments. 

Everything was operating as planned, I made a XXXX sales on XXXX, all were successful transactions. Within this period of time I had lot of expenses and my current cashflow was not great. The way XXXX and Paypal cooperate is, XXXX holds payments for 3 business days to confirm delivery and the buyer is happy with their purchase, then they proceed to send the payment to Paypal and I'm then hit with another delay of 1 business day. So although a package could have been delivered 4 days ago, once Paypal received the payment from XXXX, in the system it took time to acknowledge I had already shipped the item, and the goods were delivered. Therefore I called Paypal support multiple times asking to have my funds released as I was in need of my money. I thought working under the basis of knowing the items I requested to have funds released were packages already delivered well after the XXXX business day of delivery I felt justified in my request. This was up until XX/XX/XXXX. 

I called Paypal support on XX/XX/XXXX requesting to have my funds released for two sales. I spoke with one agent who later transferred to a very nice lady who after 30 minutes said the funds were requested and approved to be released. This can be verified if you were to listen back to the recorded phone call. Though after waiting about 2 hours that didn't occur. So I called back and spoke with a supervisor named XXXX, agent # XXXX. She told me on the phone call she was going to listen to my previous call about the funds being released and she said if the agent indeed said they were approved to be released she would manually resolve it for me. I was put on hold, and she came back to say I only spoke with one customer service agent, and that was categorically false, I was transferred to an additional agent who assisted me. Due to this, I got upset and said I was going to have her reported for lying to me, and I additionally reacted out of emotions while saying I hope she was fired for lying. Though I should never had said these things, I really was hopeful to have my funds released to pay a bill and it's one thing for an agent to say no, we will not release your funds, it's entirely different when you lie about something. I was never disrespectful up until she lied, I just wanted my funds, that is all After that phone call I received an email about 1 hour after saying my account was deactivated. I feel confident that she did something to flag my account because I said I was going to have her reported. Since having the account I did nothing else wrong, I made sales and shipped quickly. Moving forward if I can have my account back I will be perfectly okay to wait for additional time within each sale, I will not be calling in like I did in XXXX. With that said, I called the following day after XX/XX/XXXX, spoke with XXXX again and once I told her it was me from last night, she acted as though she could not hear me on the phone and hung up on me. 

I called back again and was told my accounts were linked to an account made in XX/XX/XXXX, and XX/XX/XXXX. This is false, and whatever link your system thinks is there is, is not accurate. If what you have is possibly someone having used my information back then, I ask you to understand this is separate matter that should be addressed. I have never had a Paypal account under my business name using it for sales like I was, therefore I request please to have my account reinstated so I can continue to sell on Grailed and make payments online. I am also a Paypal stock shareholder, with knowing the stock is near all time lows and growth being the main concern for this company within the next 5 years, I struggle to understand why these types of actions are allowed by your customer service agents? I should be considered an asset to Paypal, not a liability, and there was no reason for you to feel I was a liability, I believe XXXX did something to flag my account and then I was linked to these accounts which were never mine, nor do I have any relations with them. 

Look forward to your response, and having my account reinstated under the email XXXX XXXX

Company response to consumer: Closed with non-monetary relief