Consumer complaint received 2019-04-27
Company: Paypal Holdings, Inc
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
XX/XX/2019 : Paypal limits my account with a balance of {$75000.00} USD - no funds can move in or out of the account. They ask me for various documents to confirm the identity of my person and business, which I immediately provide in full. 


XX/XX/2019 : Paypal denies one of my documents for Proof of Address and states it can not be accepted. My account remains locked and I still don't have access to my funds. I am sent the following form reply : " The document provided unfortunately is not considered a proof of address. Please send us a valid document that proves you live at the address which is currently registered on your PayPal account. 

What is a valid proof of address? 

We accept one of the following : - Notice of assessment, municipal property tax assessment - XXXX Revenue Agency statement ( e.g. requirement to pay, installment notice or benefits statement ) - Financial Statement or Student Record from registered XXXX College or University ( post-secondary institution ) - A statement issued by a recognized government agency - Your most recent document received We do not accept : - Partial Documents. 
- Bank / Credit card/ loan statement. 
Please note : The document must show your full name and address as registered on the PayPal account. '' In response to this, I send in my complete notice of tax assessment with my name and address for the latest tax year. I also call Paypal 's phone line asking why my document ( s ) are being denied and what I can be doing to rectify the situation. They tell me they don't have a way to contact the compliance department responsible for making the decision, and tell me the best they can do is to make an educated guess about what they might want. Upon asking for a way to reach the compliance people myself, they tell me that they do not accept customer phone calls and will only accept communication and documents uploaded directly to PayPal. 


XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the same form reply as XX/XX/XXXX. 


In response to this, I upload my Student Financial Tax Records as requested, showing my complete name and address. I also email the compliance department around this time at XXXX. As of the date of this complaint ( XX/XX/XXXX ), I have only received an auto-generated response to 2 detailed emails asking for more information about why my documents are being denied despite following their requirements. 


XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the following form reply from the first time. 


In response to this, I uploaded my most recent personal tax returns as requested, showing my complete name and address. 


XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the following form reply from the first time. 

In response to this, I uploaded my Student Financial Tax Records once again as requested, showing my complete name and address. 


XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the following form reply from the first time. 

In response to this, I uploaded my tax returns and notice of assessment for the most recent filing year, as requested, showing my complete name and address.

XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the following form reply from the first time. 

I call Paypal 's support line for the 6th time asking what I can do to upload the right document in order to regain access to my account and funds. They tell me that I should try uploading a company document with my company 's name on it, and they're sure that this is what I should be doing. 
In response to this, I upload a corporate tax return to PayPal, showing my company 's name and address. 


XX/XX/2019 : Through email, Paypal informs me they can not accept my document as proof of address despite it being one of the exact government documents they request. My account remains locked and I still don't have access to my funds. I am sent the following form reply from the first time. 


In response to this, I uploaded my phone bill in desperation, which shows my name and address.

Company response to consumer: Closed with non-monetary relief