Consumer complaint received 2019-03-27
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:
I received money from my cousin on PayPal. Woke up the next morning to my account being negative {$590.00} for money I received from a family member. So I called into PayPal XX/XX/2019 to see what was going on. And they stated that it was done on their side and I just had to contact the sender and have them call in so I did. After I got off the phone with them they stated my account was good now and it was no longer negative and my balance was back at {$700.00}. But I need to send in my personal information such as SS number, ID, bank statements, And proof of address. So I did, went into my account to withdraw my funds and my account was still locked. So I called in again waiting on hold for a hour and 35 minutes. Finally a representative came on I explained my problems and asked why was my account still locked. And she told me to hold as she looks into it. So when she came back she told me that my account was being shut down and I couldnt withdraw my balance for 180 business days. I asked why and she was so so rude and told me its their policy and she cant inform me of why. So I asked to speak with a supervisor and she told me a supervisor cant help their just going to tell me the same thing. Then as Im explaining to her that I still would like to speak to a supervisor she hung up in my face. I was so upset and when I called back another hour and 30 minute hold absurd. Finally got to speak to a supervisor before going through another absolutely rude representative. But it didnt matter because the supervisor was just as rude and stated it was nothing they can do about it I have to wait the 180 business days call back and Ill be able to withdraw my money. Absurd so I took the next step and filed a dispute got a denial within a hour. So I emailed over 10 PayPal complaint emails and stated. Transaction ID : XXXX I am respectfully requesting that the hold on my funds/account be lifted. I am not necessarily requesting that my account be re-opened or allowed to continue to use the PayPal service, as I have already taken my business to your largest competitor and I am no longer in need of PayPals services. 
I have previously requested a review/appeal of my case which was denied. Although I still disagree with the decision to deny my appeal I will abide by it however because I feel that holding my funds for 180 days for a non-fraudulent violation of PayPals Acceptable Use Policy is excessive, and perhaps a punitive abuse of power, I will be filing complaints with the following agencies on XX/XX/2019 afternoon, if I am not satisfied with PayPals response to this request to release my funds : The California Office of the Attorney General XXXX XXXX XXXX XXXX The Washington State Office of the Attorney General XXXX XXXX XXXX XXXX Florida Office of the Attorney General XXXX XXXX XXXX The Arizona Office of the Attorney General http : XXXX Additionally : The United States Federal Reserve XXXX XXXX XXXX The Better Business Bureau : XXXX : XXXX All complaints will be filed online Wednesday afternoon XX/XX/2019 and written copies will also be sent via certified postal mail. 
I understand PayPals need for holding funds for credit card chargeback purposes, however a review of my account history for the last year will reveal a very low chargeback rate as well as a very high customer-satisfaction rate. I feel that any reasonable person would conclude that holding my entire balance for 180 days is excessive and my be viewed by some as punitive or as already stated, an unnecessary abuse of power and perhaps even contrary to the laws of some states. That being said I have no problem with, and agree to leaving a balance of {$100.00} for credit card chargeback purposes for the duration of the 180 days. I feel that this is a fair resolution while still leaving PayPal with the means to charge back any future credit card disputes to my account. 





Please be aware that replying with the standard this is part of the terms of service that you agreed to will not satisfy my request, or deter me from filing my complaints with the agencies listed above on the afternoon of XX/XX/2019. It will be up to those agencies to determine if PayPal is operating within the law, abusing power, etc. I am simply seeking a resolution that is fair and in the best interest of both parties. 
Thank you for your time again in looking into this matter. 
Transaction ID : XXXX Still got a response i was denied. Please help I dont no what to do I have bills to pay and kids to feed its so not right for them to hold my money like this. My account has been in good standing for over 9 years.

Company response to consumer: Closed with explanation