Consumer complaint received 2026-03-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: Paypal Holdings, Inc
State: KS

Complaint narrative:
I am writing to file a formal complaint against PayPal regarding the unauthorized freezing of my funds, the subsequent disappearance of my active account, and PayPal 's persistent refusal to address my legitimate concerns. This situation has been exacerbated by ongoing cyberattacks and account takeover attempts against me, which significantly hampered my ability to communicate and resolve this issue effectively. Summary of the Issue : In XX/XX/XXXX, PayPal initiated a suspension of my XXXX Account associated Phone Number XXXX and froze approximately {$1200.00} in funds. I was informed these funds would be held for a period of XXXX months, extending into late XXXX. During this period, and continuing to the present, I have been subjected to persistent cyberattacks and Consumer Financial Protection Bureau ( CFPB ) Subject : Formal Complaint Regarding PayPal Account Suspension, Frozen Funds, Account Disappearance, and Lack of Resolution Dear Sir/Madam, I am writing to file a formal complaint against PayPal regarding the unauthorized freezing of my funds, the subsequent disappearance of my active account, and PayPal 's persistent refusal to address my legitimate concerns. This situation has been exacerbated by ongoing cyberattacks and account takeover attempts against me, which significantly hampered my ability to communicate and resolve this issue effectively. Summary of the Issue : In XX/XX/XXXX, PayPal initiated a suspension of my XXXX Account associated Phone Number XXXX and froze approximately {$1200.00} in funds. I was informed these funds would be held for a period of XXXX months, extending into late XXXX. During this period, and continuing to the present, I have been subjected to persistent cyberattacks and account takeover attempts on my personal devices and online accounts. This malicious activity created significant barriers to communication and resolution attempts. Upon attempting to address the frozen funds and account status, I discovered that my active PayPal account from XXXX, along with all associated phone numbers and email addresses, has entirely disappeared from PayPal 's records. When contacting PayPal 's customer service, representatives consistently refer to a XXXX account that I unequivocally state I never created or used. They have repeatedly ignored or refused to acknowledge any details pertaining to my XXXX account or the specific issue of my frozen funds. Timeline of Events : Prior to XX/XX/XXXX / Early XX/XX/XXXX : Before the primary account suspension, I experienced recurrent difficulties with transferring funds, particularly amounts exceeding {$21.00}, to connected accounts, and encountered unexplained fees. A specific instance involved an unsuccessful attempt to send funds to XXXX XXXX ( CARD : XXXX, Expiration : XX/XX/XXXX, XXXX : XXXX ). XX/XX/XXXX : My PayPal account XXXX Account associated Phone Number XXXX was suspended, and approximately {$1200.00} in funds were frozen, with an expected hold duration of XXXX months. XX/XX/XXXX- XXXX : I have been experiencing persistent cyberattacks and account takeover attempts, complicating my ability to manage and resolve this issue. Early XXXX : I filed a complaint with the Kansas Bank Commissioner regarding this issue. Communication was limited due to the aforementioned cyberattacks. I was subsequently informed that this claim was closed, with no resolution provided. Ongoing ( Since initial suspension ) : Repeated attempts to contact PayPal customer service have been met with their exclusive reference to a non-existent XXXX account and a complete refusal to acknowledge or investigate the XXXX account suspension, frozen funds, or the account 's disappearance. Impact : The unauthorized freezing of my funds has caused significant financial hardship. The disappearance of my account, coupled with PayPal 's unresponsiveness and redirection to an irrelevant account, constitutes a severe lapse in customer service and potentially raises concerns about their account management and security protocols, especially in the context of ongoing cyber threats. Requested Action : I request a thorough investigation into : The status and immediate release of my approximately {$1200.00} in frozen funds from my XXXX PayPal account. The complete disappearance of my XXXX PayPal account and all associated contact information. PayPal 's failure to adequately address my specific complaint and their consistent misdirection to an irrelevant XXXX account. The potential security implications of an account disappearing without explanation, especially given the cyberattack context. The unresolved issues regarding fund transfers, associated fees, and the specific failed transaction to XXXX XXXX that occurred prior to the account suspension. Kansas Office of the State Bank Commissioner Claim number : XXXX I am prepared to provide any necessary documentation or further information to assist with your investigation. Thank you for your time and attention to this urgent matter

Company response to consumer: Closed with explanation