Consumer complaint received 2024-11-26 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

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX and my paypal account linked to XXXX as principal email and XXXX as XXXX email was permanently restricted with a payment of XXXXXXXX XXXX which is my salary of XXXX on it. 


I created my Paypal account on XX/XX/XXXX to receive payments from XXXX XXXX which website is XXXX : XXXX a XXXX enterprise that I have a legal contract with for 03 years now. I used to receive my previous payments ( more than XXXX XXXX per month ) from them via XXXX XXXX  transfer, but I have decided to receive my payments via Paypal because I was told it would be fast and easy to get my payments via Paypal. 


After the creation of the Paypal account on XX/XX/XXXX, I even discussed via the chat with Paypal agents to make sure my account was ready to receive payment and they told me everything was good. 


On XX/XX/XXXX I received a mail on XXXX telling me I have got a payment from XXXX XXXX that I should accept, I clicked and accepted but the money did not reflect on my balance. After many messages with Paypal agents, I finally received on XX/XX/XXXX, a call from XXXX, it was one of their agent named XXXX, that told me my email XXXX that was linked to my paypal account and through which I received the payment was not yet confirmed in their system. So she asked me to add another email in order to delete the previous one and then add it again in order to receive the confirmation message that will help to reflect the XXXX euros I received from XXXX XXXX on my balance. We did it together during the call and that is how I added my email zXXXX as principal email. The money then reflected on my balance and every thing seemed good then. 


I then asked via the internal chat of Paypal if I can withdraw the money and they said I should wait 24 hours before withdrawing. So I planned to withdraw it on XXXX XXXX, but in the morning of XX/XX/XXXX, I received messages from Paypal telling me my account was deactivated and definitely restricted and that I should wait 180 days before having their feedback to how to withdraw my payment be cause they need to hold my payment all that time to prevent any litige that may occur about that payment. 


I then sent different email to XXXX in order to tell them they can not be a litige about that payment as it is a usual payment I used to receive each month since XXXX years now, so even if they want to close my account they should let me access my funds and they refused. 


They also said I connect from another country but it was a mistake I made while creating the account because I was new to Paypal and I created the account on Paypal XXXX instead of Paypal XXXX, my country. But I think if it was the case they should have tell me that since I created the account and informed them I will receive Payments on it. They even called me on my phone number in XXXX to confirm my mail so they should have told me while calling me that I created the paypal account in the wrong country. 

I'll add in attached file, 1- My contratct with XXXX XXXX XXXX My national identity card 3- the billing email of XXXX payment that I received via XXXX XXXX  transfer as I told you I used to received my previous payment via XXXX XXXX  transfer 4- the PDF of the billing on which you'll see my name and XXXX  as sender and also my XXXX for bank transfer XXXX 
5- the billing email of the XXXX payment that I received via my Paypal and which is blocked now 6- the PDF of the billing of XXXX payment of XXXX euros I received via my Paypal account with all the previous identification + the mail of my paypal which is XXXX as payment method on the billing PDF

Company response to consumer: Closed with explanation