Consumer complaint received 2021-02-24
Company: Paypal Holdings, Inc
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
To whom it may concern, I have had a PayPal plus account for a couple of years. Recently, an account limitation was placed on my account early Sunday morning of the XXXX of XXXX. All I received was an email informing me of this. I will attach the notice as well as the balance in my checkings and savings. The reasoning is vague. So all Sunday I was not able to use my debit card to purchase groceries or pay my bills that are due this week. I had to wait until Monday the 22nd to reach customer services during operating hours. However, reaching customer service was of little use. I was stone walled. 

They read me out the same exact reasoning which was unspecific and insulting to my intelligence, quite frankly. I pressed on as to why this occurred, what possible problem was found that resulted in me not having the right to access my funds for 180 days. All I was told was that they couldn't risk they're systems ' security and that was why it was place in account limitation. In case any disputes or charge backs would occur, they require that my balance stay in my account so that they would not be having to pay for those imaginary charge backs. 

I pleaded for options as to what I could do to resolve this and regain access to my funds. I was given none. I offered to provide scanned documentation of my drivers license and SSN card along with paystubs, to prove my identity because I was made aware that was the possible issue of all this. The rep agreed but would not guarantee that it would resolve the issue. I had it done at XXXX XXXX that night. 

And Tuesday the 22nd. I called in at XXXX, on the phone for 2 hours and 38 minutes. A customer service rep gave me the same monotone careless reasoning as to why the action occurred. She was reluctant but forwarded me over and I spoke with XXXX, System Security Supervisor, who also gave me the same exact response. No specific reasoning. Completely unwarranted. She argued with me, brushing off my pleads for access to my funds. I was getting stone-walled here again, but I wasn't taking no for an answer. I kept asking to be forwarded to someone who can resolve my issue and after tirelessly being told " that won't happen, no one else can help you ''. 

She put me on a 24 minute hold, and then I reached XXXX, Supervisor of Fraud and Investigations department at PayPal. She stated that she does want to help and forwarded my case for review back to the same department that initiated the account lockdown in the first place. I was told that they monitor peoples ' accounts 2

4/7. But still was not told as to why this took action. The review will take 3 to 5 business days, and still was not guaranteed that I would be able to have access to my funds. I demanded to be forwarded to that department and have my case escalated and reviewed, today. I don't believe I should have to wait another day to be able to have access to use my funds. Ultimately, I was hung up on and now I am left to hope this is reversed.

I've also attached a message stating the process I could go through to resolve this online, but I go through the steps they show and the page is empty. They left me high and dry on ever being able to resolve this.

Bottom line, this is ridiculous and tremendously insulting. My wife is XXXX  with our XXXX XXXX. I am currently the only one working, while she is currently XXXX XXXX. I am the one that is depended on to buy the food and pay the bills. All my money is in this account, I have no cash saved outside of this. I told XXXX that and she said " I'm sure you and your wife will be fine ''. Aside from XXXX, none of the reps I spoke with had a smidge of humanity nor compassion in their voices. I kept being told " I understand, sir ''. They don't, we are left broke until my pay date next month in XXXX. I will default on my bills. I got ta borrow money from friends now, during a pandemic, when they need it for they're families. Please help. 

XXXX  XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief