Consumer complaint received 2021-06-16
Company: Paypal Holdings, Inc
State: DE
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
As of XXXX XXXX Pay Pal has refused to release my funds so i can pay my bills. 

Every time we call PayPal, they give you the runaround they never let you know how you can fix the problem if there if there even is a problem which there isn't the customer service is absolutely horrendous and they can consistently shut down the account this is the 15th time they put a freeze on the account!!!!! 

No matter what you do they never tell you how to fix the problem but how do you fix a problem when there isn't no problem in the first place so far I've been getting nailed for late payment fees because I can't transfer the funds from PayPal to my bank account to pay the bills for the XXXX the XXXX helps the needy and the homeless people during the pandemic and we can't even get the funds to pay the electricity and water bill therefore it's causing enormous amount of problems by PayPal. 
Furthermore they send you a text message you put the code in and only works for one time and the account can not be accessed 24/7 they never tell you what the problem is you never know what's going on and they consistently block the account after the first time of going in and they'll never tell you how to fix it this company is absolutely horrendous now I can't even get the funds to pay anything I don't think they know what they're doing the majority of the calls get sent to the XXXX islands my question is as a Consumer Financial Protection Bureau who are they protecting Pay Pal has sent this : Dear PayPal Seller Performance Team, I apologize that our performance as PayPal user has recently fallen below both PayPal 's and our own standards of quality. 
I believe there are two reasons this has happened : 1. Some of our buyers have not received their orders.

2. Buyers have received defective or faulty items.

Our prior inadequate management of our inventory has led to in increase items not as described cases as well item not received claims.

Plan of Action : We are taking the following steps to improve our performance, in addition to the five steps previously outlined : 1. We have contacted all buyers who have not received their orders and resolved the issues. Going forward, we have put in place a system of checks to confirm listing quantities prior to processing the orders as well as a system to follow up with the delivery carriers to ensure our products are delivered to our customers in a timely manner. 
2. We are currently reviewing and working to remove products that have a higher than normal rate of return to meet PayPal quality standards. Several of the items weve sold in the past have a higher rate of arriving damaged and we have worked to remove those items from our inventory to ensure only items with sufficient packaging are being sold through our storefront.

3. All our items must pass rigorous quality control tests before being packaged and shipped. We have also implemented a multi-person final review process to ensure our packages arrive undamaged.

4. We have hired a team of employees to help manage these issues and improve these numbers, which reflects on our new metrics. 
Please let us know if anything further needs to be done to reinstate our account ; we are looking forward to hearing from you. 


my email : XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief