Consumer complaint received 2020-11-25
Company: Paypal Holdings, Inc
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hi, I am contacting you all because I recently come across an issue with paypal. On XX/XX/2020 PUA ( pandemic unemployment assistance ) deposited {$18000.00}. The reason being was due to back pay. I woke up the next morning to find my account was automatically on a limitation. So I did what they asked of me and sent in the right documents which was my ID and social I believe and not even 30mins later they sent me a email stating my account was permanently limited and they have to withhold the money for a period of 180 days. Immediately I contacted them but no one was answering the phone and also I kept getting automatic machine. So I took different route and emailed them about it and the first two representative were'nt helpful sending me automated responses. Eventually i called back and spoke to representative and ask to appeal the discussion because I could'nt online and one the other representatives told me to call in and appeal the matter. Well I got denied for an appeal. They told me that because they already made a decision there was no one i can speak to or no way i can appeal the decision. Instantly I became frustrated and very upset as I sent in all the right documents to them, had to wait days to get incontact with someone and still no help or an option for an appeal. He then said you dont have to wait for the full 180 days call back after 30 days and I can get the fund released. So today XX/XX/2020 I called paypal back to see if they can release the funds and they told me they can't. I asked why and told them about the conversation I had with the last representative and the man i spoke to today said that was false information and theres nothing they can do. At this point I'm becoming more frustrated, more stressed out, but through this whole experience it has made me more XXXX. I'm attending XXXX XXXX this year and I could not find a descent job that will help me finicaly but also work with my school schedule. And with COVID-19 going on its even more harder. So I applied for PUA and got accepted as I was laid off from my previous job when the corona hit. When I got accepted I was feeling a little less stressed because I would be able to pay for schooling and help provide food and any other assistance for my family. But paypal has made that all difficult for me and not only has it affected me but also affected my family as well. Just getting that response today has sent me into XXXX and XXXX. I want to excel in school and not have to make the descision to drop out this year and start all over next year. I don't want my family struggling anymore and the money i recieved will help a lot with those matters but paypal insist on telling me lies and giving me a hard time. The only reason why I used paypal in the beggining was because my sister uses it and said she had no issues. I'm beyond frustrated but more importantly beyond hopeless. I did nothing wrong with my account except open it and try to use it and they closed it with no proper explanation or no proper appeal process. I'm asking you to please take in consideration of my horrible experience, claim and help me out. I really want continue with school and just have some of this weight lifted from myself and my family. Paypal is not trying to help me in anyway nor are they trying to hear me out and allow me to speak to anyone higher. They are just being rude, inaccurate with information and also difficult. I have no other options at this time to solve this matter so I'm begging you to help me out with resolving this matter. Thank you

Company response to consumer: Closed with explanation