Consumer complaint received 2019-02-22
Company: Paypal Holdings, Inc
State: TX
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 opened a merchant account for credit card processing. I was instructed to immediately start processing transactions via manual keyed input. During this time i was also contestant instructed to upload company ID and personal ID to verify the account. I did this and was told repeatably that i was approved and everything was verified. When i would try to access my money from their system to transfer to my already verified bank account, i was again met with i needed to resend ID 's for account verification. A pending transfer from Paypal account to my bank was put on hold during this time and then later reversed and the money was frozen and put on hold in their system. I continued to take credit card transaction payments and once again i was told my ID checked out and it would be 24 hrs for the back office to make a decision to release the funds. I tried to transfer another amount from my merchant Paypal account to my already verified bank account and was again met with i needed to verify my bank account and company ID along with personal verification.So this transaction was now stuck in pending mode with a restriction on my account due to to many manual keyed entries and no card swipes along with pending ID uploads again. I was doing this bc they instructed me to go ahead and key in the card numbers till my swiper arrived.When i would call customer service they told me the system was down and it would be 24 hours before i could reach anyone to look up my verification approval. At this point i asked for a legal department and dispute resolution officer. I was told that there was no way to get in contact with such departments and was told to try in 24 hrs again. I called once again the next morning as soon as they received calls at am and i voiced my growing concern about the repetitiveness of the ID verification and now 2 pending holds my money transfer. I was put on hold while the call center lady asked a senior supervisor to approve the ID 's and release the holds. She came back on a said yes your all approved and free to move around with no restrictions. However the funds availability would yet be another 24 hrs and she said rest assured sir we are working on it. 4 hours later my account was once again restricted and i was asked again for further company ID and personal verification and all my transactions had been suspended and all money was put on hold or pending transfer status until additional company and personal ID verification was complete. This cycle has contained to repeat itself daily and i'm always told 24 hrs. Today they said it was going to be 30 days now before any of my money was going to be available bc thats just the way it works with them. The representative stated that Paypal was just a mere middle man in merchant processing accounts and the third party that they used for the transaction payments would further delay the process of money acquisition.

Company response to consumer: Closed with explanation