Consumer complaint received 2026-04-13 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc
State: DE

Complaint narrative:
My XXXX account has been frozen for over 4 months with no resolution and no response from XXXX/PayPal support despite multiple attempts through in-app support, email, and social media. My account contains approximately {$600.00} in XXXX ( which originated from the XXXX XXXX bankruptcy settlement a fully documented, legitimate source- and most importantly, XXXX gave me the XXXX because they handled the settlement ) and {$110.00} in cash. I can not access either. On desktop, the account shows as " temporarily frozen '' and crypto is not visible as an option. On mobile, I can see the XXXX but the send function loops endlessly and never completes returning me to the same screen repeatedly. I have received zero human responses to my support tickets. I received one automated email from XXXX stating my account was being restricted, and have received nothing since despite multiple follow-ups. I went viral on XXXX ( XXXX ) documenting the freeze and no support and still had no reply. I did get at least XXXX responses and this has happened to many people. This is public record. The funds have been inaccessible for over 4 months with no explanation, no timeline, and no path to resolution offered by the company. I am requesting immediate review of my account freeze, restoration of access to my funds, and a direct response from a human representative. XXXX : [ XXXX ] Acceptable Use Policy Reminder External @ XXXX XXXX XX/XX/year>, XXXXXXXX to me Hello XXXX XXXX XXXX We appreciate the fact that you chose XXXX to send and receive payments for your transactions. A recent review of your account indicates that you may be in violation of PayPal 's Acceptable Use Policy, which you agreed to as a XXXX user, regarding Virtual Currency, specifically : XXXX. Please refer to : -Business Description. Please note that any future violations of the Acceptable Use Policy could result in a disruption to your XXXX service, which may include the permanent restriction of your XXXX account. We appreciate your cooperation and ask that your continued use of XXXX be in accordance with the User Agreement and the Acceptable Use Policy. Sincerely, Team XXXX. XXXX XXXX XXXX XX/XX/year>, XXXXXXXX to accounts hello. I need to pay my therapist and XXXX is no longer working. I have had a hack and am constantly getting requests to change the password from hackers. but this says because of XXXX. why am I getting this? please reinstate my account. you are sitting on my funds and I no longer can access the crypto page of my account.. I was in the XXXX bankruptcy and was paid here. these are my funds I need access to. thank you for handling this immediately. XXXX XXXX XXXX XXXX | XXXX XXXX XXXX linkedin.com/in/nicolecasanova https : XXXX XXXX ( Also XXXX, XXXX, XXXX ) Watch my talk on XXXX to see what I stand for and if we should partner... Attachments area Preview XXXX video XXXX XXXX XXXX XXXX XXXX XXXX XXXX video XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/year>, XXXX to support, accounts I have had no reply and you have my money not accessible for months. there is no reason why I can't have XXXX especially since you put it there with your relationship with XXXX- please respond and fix my account. XXXX XXXX XXXX XXXX | XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ( Also XXXX, XXXX, XXXX ) Watch my talk on XXXX to see what I stand for and if we should partner... XXXX XXXX XXXX XXXX XXXX ( XXXX minutes ago ) to accounts, support I have reached out through the app, through this email, through XXXX, through your help desk and no replies. I posted on XXXX about it hoping to get a response and went viral with many people saying they had the exact same experience, and still not one reply from you. You have my money. I would like it back now. I have filed with the consumer finance protection bureau. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ( Also XXXXXXXX XXXX XXXX ) Watch my talk on XXXX to see what I stand for and if we should partner...

Company response to consumer: Closed with explanation