Consumer complaint received 2024-02-01 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: NJ

Complaint narrative:
XXXX XXXX XXXX XXXXI planned to to go to XXXX XXXX to purchase 3 phones for the family. I looked online to see how much I may pay. 

I added {$350.00} from my XXXX XXXX debit card ( which has been connected to PayPal for 2 years ). So nothing unwanted comes out, I added the same {$350.00} immediate to the PayPal savings. I planned to take it out once I knew an estimated amount for the phones and plans. 

Once in the store I withdrew {$200.00} to my pay pal balance thinking I was close. Once getting the phones and choosing the plans my Total was {$450.00} and the rep said I can get some fess waived, causing the price to be and even {$400.00}. So I logged into PayPal, added {$200.00} extra at the counter and then the page loaded with a red message that said account limited. 

Since I was using Wi-Fi and had a XXXX cracked phone, I had to walk back home to call and consult PayPal. I spoke with an agent and the agent told me I have to verify some information over the phone at the verified information over the phone. I was told I was good to go, but then the agent proceeded to tell me I have to log into PayPal to upload additional documentation on my end to fix the account. So I use my laptop since the phone is all cracked up and XXXX and blurry camera to upload these documents, which was proof of address, bank statement, Social Security card ID, and I believe one more thing like name a card on the account l. 

I got all the documents ready and ready to go so I can have my money released. However, PayPal did not let me execute this process from the laptop. It showed me a QR code that I was supposed to scan with the camera with cell phone to continue on the laptop. I could not do that properly because the phone is all broken up, including the camera so the picture of the QR code was not registering because of the blurred image. So me being desperate and wanting my money, I had to try to figure out another way, which was borrowing money from someone to go purchase some phones for cheaper at XXXX XXXX the next day! 


XXXX XX/XX/XXXX ( Just 1 day later ) * Im Happy that I have the phone so I can get it done. Thinking Now I can upload my documentation to get my last money back. So I log in and To my surprise I have a red message telling me that my account is permanently limited. I cried!! That day I had to be with my grandmother until XXXX XXXX  to take care of her so I didnt have the time to do it nor did I have my documents with me until home. Im home but i have to bath my son and have dinner ready by XXXX. Im like okay, tomorrow I will jump on it after the kids are in school and I am free of all things. 


So XXXX XX/XX/XXXX ( 1 more day later ) * I called PayPal.to reconcile because I literally just had the option to fix my account now someone decides to go in and rob me of my money and permanently limit my account? telling me my funds wont be available until 180 days which is in XXXXspeaking with the representative I let her know that is my only money I had my PayPal account for years. Nothing in my account was bad activity. The card has been up there for two years as well, nothing out of the ordinary. Why give me the option to fix my account and then take it from me? 

The representative told me she has to file an appeal to the back office with her while on the phone. She sent me links to upload bank statement and ID drivers license. She told me it can take up to five days, but I should receive a email with message notifying me of the status. She also told me I have high priority if getting my account back. 

So * So on a XXXX XXXX Having a little feeling of XXXX, I call! ( 4 days later and 1 day early from 5 days ) I was told my decision was denied. I asked her why and where is my email? she says it does not give her a reason. It is just PayPal says the account is risky, but it doesnt give her an exact reason. But she does has the option to appeal the decision ( once again ) but this time this representative didnt need any documentation from me just her appealing on her end, and Im told it can take up to five days again. However, this new Agent is telling me 120 days until I can have my money if its denied..when I was just told 180. 



PayPal is trying to get anyone that they can who they think doesnt know any day anything. That is my only and last money and i dont have any odd or weird activity what so ever on the account at all. That is my money. I did nothing wrong and I should have it unlocked immediately and not waiting PayPal is being a thief and it hurts. Especially to one who doesnt have much funds to begin with. This is a bad tactic and scheme.

Company response to consumer: Closed with explanation