Consumer complaint received 2026-02-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
End of XX/XX/XXXXXXXX  : My XXXX  account has a balance of {$3000.00}. I discovered that I was unable to log into my XXXX  account because no matter how many times I tried to reset my password, the login would show " incorrect login info ''. I called XXXX  customer service and the customer service walked me through multiple steps to attempt to log back into my account by nothing worked. She told me that she would escalate my case and that XXXX  would email me back with a solution. I waited 3 weeks and that email never came so I called them again. At this point, it is mid XXXX. 

Mid XX/XX/XXXXXXXX  : I called XXXX  customer service again and another lady comes on and I tell her the steps that I have tried with the previous lady on customer support ( which didn't work ) and she insists that I go through those steps again. So I follow those steps again ( I try logging in on my laptop, XXXX, XXXX, basically all devices I have available ), but none of these work. This lady tells me basically the same thing as the last lady, claiming that it is an issue for the engineering team and she gives me an email contact I can reach out to. 

XX/XX/XXXXXXXX  : I reach out to the email contact she provided to get a status update and I get no reply. The email sends me an automatic reply that it is no longer in use my XXXX  and that I should chat with their AI chat bot. I call customer service again. This time, I demand to speak to the manager and I ask him if I could get an update. He tells me that the engineering team is working on it and that there is nothing I can do but wait. So I wait and it is now end of XXXX. 

XX/XX/XXXXXXXX  : I call customer service again after hearing no update from XXXX  regarding the XXXX in my account. This time, customer service tells me that I can choose the option of having a check with the balance remaining on my XXXX  account mailed to me so I say yes. She sends me a confirmation email that the check was sent and will be received in 2-4 weeks by the address I provided. 

The confirmation email I received : This is XXXX from XXXX  Purchase Support. I hope this email finds you well. Your time is valuable, and I'm committed to providing you with the assistance and information you need. 

Today, we sent an offline refund check to the address shown on the ID you sent today. You will be receiving your offline refund check within 2 to 4 weeks. Furthermore, here 's the associated ticket number : XXXX. This ticket number refers to the escalation that was taking place today. 

If you require attention over the phone, you can give us a call at ( XXXX ) XXXX, our phone lines are open XXXX XXXX  to XXXX XXXX  XXXX XXXX, seven days a week. 

XX/XX/XXXXXXXX  : I still have not received the check so I call XXXX  again to ask about the status. They tell me that the check was just mailed 3 days ago even though I had gotten a confirmation saying that I would receive the check by now 5 weeks ago. I get the manager on call and he says there is nothing that he can do except give me {$30.00} to my new XXXX  account for the inconvenience. I ask him why he can't just transfer the remaining balance on my old XXXX  account to the new XXXX account just like how he applied the {$30.00} in credit to my new account ( which I received immediately ). He told me that " he's just not allowed to that and it is out of his reach. '' I patiently wait another 3 weeks and now it is XXXX and I have not received the check nor any update from XXXX. 

It has been half a year, 6 whole months, since I first talked to XXXX  customer service to get this issue resolved. They have not provided any update, and each time I speak to customer service they keep telling me that my money is on the way, which is ridiculous given that it should not take more than 4 weeks to mail a check within the USA.

Company response to consumer: Closed with explanation