Consumer complaint received 2021-09-28
Company: Paypal Holdings, Inc
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
Hello, my name is XXXX XXXX, I was a user of the services of the Paypal company, my problem with the company for which I feel cheated, scammed and stolen is the following : On XX/XX/XXXX my account was limited and They asked me to send documents and information to resolve this later, on XX/XX/XXXX, they responded with the following text " We have reviewed your PayPal Account, and due to the excessive risk involved, we would like to begin parting ways in a manner that is least disruptive to your business. Money in your PayPal account will be held for 180 days. After 180 days, we'll email you information on how to receive your funds. " In question, the 180 days for which they would retain my money ended on XX/XX/XXXX of the year XXXX, I called the company to find out why I had not received the message to withdraw my money in the account and a representative told me verbatim : " Your account and On XX/XX/XXXX, it received another permanent block for 180 days in which, the date was updated and now it must start counting the 180 days from XX/XX/XXXX and then the day on which the 180 is fulfilled. days you will receive the message to be able to withdraw your funds ", I tried to complain and talk to someone who could explain this to me about how it could be possible 2 permanent blocks for 180 days and they limited themselves to answering me that the company and the paypal system could do it and that only a second block was allowed, that after this they could not make me wait any longer, as a result of all this I waited to communicate again and today I called the PayPal offices so that a customer service agent Say the exact date on which the system will send me the message to withdraw or remove the security from the account so I can make the withdrawal, the 3 customer service people with whom I spoke for more than 1 hour could not give me information about and this, the first person told me ironically " That the blockade now appeared in the system as it had been in the month of XXXX and that from this month it was going to start counting the 180 days again '', the second person " only He asked me my information and then I abruptly hung up the phone ", the 3 person named XXXX explained to me that in the system it appeared that the permanent limitation was certainly on XX/XX/XXXX but that nothing came out in the system about about the second permanent limitation of XX/XX/XXXX of this year or anything about what the first person I spoke with today told me about the new permanent limitation that began now in the month of XXXX, I asked him that then on what date would they send me the message to be able to withdraw and he simply told me that the department in charge has not placed information and that he does not know when this will be ", With all this I mean that the paypal company has me in a limbo in which they make use of my money already held illegally and do not give me accurate information about what to do or when they will solve me, they have given me 3 different dates and XX/XX/XXXX or XX/XX/XXXXwas supposed to be the date on the one that would be fulfilled the 180 days of the supposed second limitation that they placed on me in XXXX but not even this could be assured by the last representative. I feel scammed by the company and I try to communicate both with them and with you, who are an entity that regulates all this in our country so that they can help me obtain what legally belongs to me. 

Below I will attach screenshots of the messages I received in the month of XXXX of the year XXXX where it verifies everything I say and where it shows that PayPal is breaching its own policies to illegally withhold funds from users

Company response to consumer: Closed with explanation