Consumer complaint received 2017-03-14
Company: Paypal Holdings, Inc
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX my account was limited, they were requesting some more information in the resolution center. They asked for several things including Photo ID, Proof of Address, Supplier Contact Info, Supplier Invoices and Proof of Delivery. 

Keep in mind, they already had most of those things since Paypal has already limited and reviewed my account on XX/XX/XXXX and XX/XX/XXXX and requested that same information which I have provided and they accepted. Despite that, I followed their instructions and submitted the information they requested except for one, Proof of Delivery. When I clicked on Proof of Delivery, there were no transactions to provide proof for, so of course I could not provide proof. I called to explain that to Paypal that same evening and I was told I would get an email explaining how to provide the proof of delivery, the email was an automated one and had no instructions regarding my issue which was discussed on the phone, it simply said to log in to the Resolution Center and provide everything they need in order to resolve this matter, but of course I still could not provide proof of delivery since it was n't working. 

They never fixed the Proof of Delivery bug they just sent me an email saying Appeal Denied. 

After trying hard to get in touch with someone with authority, a higher tier supervisor finally called me. XXXX ( higher-tier supervisor ) called me the following evening ( XX/XX/XXXX XXXX ) from an Unknown number and apologized for the way Paypal was handling the case. He said he 's calling me to help me resolve this asap. He said he had Paypal put a second set of eyes on the account and that he agrees the Limitation and closing of account with funds frozen for 180 days is uncalled for and unjustified. 

He said he just has a few questions for me and I should be getting an account restored ( issue resolved ) email within a few hours or at the very worst a phone call asking more questions from him or a colleague. 

A few hours later I still did not get an email from Paypal or a phone call like I was promised. 

I waited til mid-day Friday XX/XX/XXXX and I still did n't receive a phone call or an email from Paypal. 

I called again I was very concerned since the call from XXXX the supervisor from the past evening was from an Unknown number and I discussed personal as well as business information. 

When I called Paypal, the rep said there was no evidence, no notes and no push for review or even evidence of a call from the supervisor to me Thursday 's evening ( XX/XX/XXXX ). I insisited he double-checked, he came back saying there 's evidence of a call but no notes of it and no push for review. I asked to speak to XXXX but he apparently was not available. 

I asked to speak to other people with authority & all I was told was that there is NOTHING I can do, my account is closed & they are keeping my money for 180 days. 

Paypal has been inconsistent with the information they asked from me, inconsistent with the reason for my account limitation and even more inconsistent with what their reps tell me on the phone. 

They claim my account is limited due to a high-dispute rate, but Paypal was aware of that high-dispute rate back in XX/XX/XXXX when they reviewed my account and they chose to work with me. They asked for a {$5000.00} USD Set Reserve + a 10 % XXXX to cover their risk, which I agreed to. 

Now that my sales have slow down, Paypal chose to close my account with {$40.00} XXXX in order to lock it up and make money on interest for the next 180 days. 

They do n't provide any ways to work with them and come to a resolution, they just put the hammer down, close my account and keep my money. That money is mine, not theirs. That is money I received from customers who successfully received their orders. 

There are thousands of similar cases online, many in which Paypal has lost in court or settled.

Company response to consumer: Closed with non-monetary relief