Consumer complaint received 2017-08-11
Company: Paypal Holdings, Inc
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
A {$10000.00} payment was processed and paypal refuses to release the funds, despite customer and bank verification.
OnXX/XX/XXXX I processed a payment in the amount of {$10000.00} via PayPal Here. This payment was processed manually as 1- our customer did not feel secure utilizing her credit card online for this sum and 2- she has relocated out of state, but we know her from other home remodels. This job was completed an entire month prior to payment reception.
I contacted Paypal that evening to confirm why we had to manually input the payment and provided information for verification with the customer. At that time I was informed that there would be no issue and the payment should process in 24 hours.
On Monday, XX/XX/XXXX the payment still had not been deposited in to my PayPal account. Thinking there were issues with verification, the customer called to confirm authorization of payment. She was informed that there was no issue and I would need to call for release. I called Paypal promptly and was informed else wise. I was transferred multiple times and in the end spoke to a supervisor who informed me that, per Corporate PayPal these funds could not be released. It was corporate policy. I asked to speak with someone at corporate level and was informed that I was not permitted to do so. I requested that someone email me and was also refused.
From XX/XX/XXXX throughXX/XX/XXXX, I made numerous attempts to contact corporate via phone and have had zero results. I have left numerous voice mails yet no one has bothered to return my phone calls. OnXX/XX/XXXX, I sent two separate emails to everybody on corporate level that I could find. The first email received no response. The second email, I received one generic response saying the issue has been resolved.
This issue has NOT been resolved. I am a small business owner. I utilized PayPal thinking that they were the best route to offer safety and exceptional service to my clients. I was obviously mistaken.
I sent additional emails onXX/XX/XXXX and XXXX ; I have yet to receive a response.
As I have repeated in numerous phone calls, and via email, this ladies payment was over a month late. This money needs to pay subcontractors. Paypals failure to release funds, that were verified on multiple occasions, has resulted in a lien being placed on my customers home and has left our business in a poor status with said companies. Failure to release funds has restricted our companies abilities to proceed on to other jobs, which has negatively impacted our personal life as not completing jobs means not being able to support our household. To think- our small business is struggling ... suffering while this large conglomerate makes how much interest on OUR money sitting in their bank of this 30 day " required '' hold. ( This is contrary to their initial statements the first two times they were contacted via the customer service line. ) I have been a paypal account holder for many years. I have never had any issues with complaints or disputes. I understand protecting the consumer, but our customer has called multiple times to verify. Her bank, XXXX, has attempted to verify. Holding this money is NOT an asset- it is a hindrance and has impacted numerous people negatively.
Paypal customer service, who initially could n't even confirm whether or not I could receive MY money, has notated numerous times that corporate can reverse this hold ... yet corporate refuses to speak with me. How am I supposed to get this rectified if the business can not even find the time to contact me?? {$10000.00} may not be much to the shareholders and corporate staff at Paypal, but it sure is to this small business owner!! Just like that interest they are making off of MY money.

Company response to consumer: Closed with non-monetary relief