Consumer complaint received 2025-12-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: NC

Complaint narrative:
Final CFPB Complaint XXXX  Account Freeze, Identity Verification Failures, and Permanent Deactivation Without Cause I am filing this complaint regarding XXXX  ongoing mishandling of my account, including repeated failures to verify my identity, continued issuance of account statements despite freezing my access, and a sudden permanent deactivation without a clear or legitimate explanation. 

Background I have been a XXXX  user since XXXX. I used my account regularly and legitimately, as shown in the attached historical email receipts from XXXX. For many years, my account functioned normally. 

In XXXX, my account was unexpectedly frozen due to an alleged identity verification issue. Since then, I have tried repeatedly to resolve this matter, but XXXX  continues to state they can not verify my identity, despite my providing proper, government-issued identification multiple times. 

Attempts to Resolve the Issue From XXXX  through XXXX, I have : Submitted the requested identity documents several times. 
Contacted XXXX  support repeatedly. 
Received only generic, copy-and-paste responses from offshore support agents. 
Been given no explanation of what can not be verified or what is allegedly wrong with my documentation. 
Been given no alternate verification process or escalation option. 

Even more concerning, XXXX  continues to send me quarterly account statements, implying the account is still active, but I am completely locked out. 

Recent Correspondence Most recently, on XX/XX/XXXX, XXXX  emailed me stating : My account is permanently deactivated. 
They claim this decision was made on XX/XX/XXXX ( which I was not properly informed of ). 
They will no longer respond to any future contact regarding this matter. 
They temporarily reopened my account access only long enough to withdraw remaining funds. 

Their message did not identify any actual violation, concern, or activity that justified a permanent closure. It is a conclusory statement with no facts. 

Major Issues 1. XXXX froze my account for years without offering a real identity-verification resolution.

2. XXXX continued sending quarterly statements while refusing to allow me access to the account.

3. XXXX permanently closed the account without explaining what rule or activity was supposedly violated.

4. XXXX  will not respond to customer service inquiries, even though this issue stems from their verification system errors.

5. I was deprived of fair use of my account for years despite acting in good faith and providing all requested documentation. 

Requested Resolution I am requesting the following : 1. A manual review of my identity documentation by a trained, U.S.-based representative.

2. A detailed explanation of the alleged concerns that led to the account freeze and XXXX  permanent deactivation. 
3. Reinstatement of my XXXX  account, or assistance in creating a new account if reinstatement is not possible. 
4. Confirmation that quarterly statements will not continue for a closed account. 
5. Written assurance that this will not affect my ability to use XXXX or XXXX services in the future. 

Why CFPB Assistance Is Needed XXXX has repeatedly failed to provide transparency, refused to explain their reasoning, and blocked all future communication despite years of my good-faith attempts to resolve this. Their actions have been inconsistent, unreasonable, and have left me without any available path to resolution. 

I am requesting CFPB assistance to ensure a fair review and a legitimate explanation for their decisions.

Company response to consumer: Closed with explanation