Consumer complaint received 2025-02-20 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: IN

Complaint narrative:
I have spoken with XXXX  over XXXX times all recorded conversations with supervisors over the last 30 days. I have been a long time customer for nearly a decade and my account has always been in good standing and was reiterated to me just XXXX hours ago that my account is not under any type of hold or frozen status. On XX/XX/XXXX I received out of the blue a threatening email from an " account specialist '' who I have never heard of in my 10 years with XXXX  proclaiming and accusing me of participating in activity that XXXX be outside of the companies policies. This is an absurd and erronenous statement from a stranger, I was shocked and immediately called XXXX  and spoke with numerous supervisors XXXX who helped me work on recent unauthorized charges on my account who I have grown to know over the years personally. They stated they would file the disputes when I gave them permission, I did my own due diligence and found out that this unknown account XXXX who everyone keeps secretive and can not answer any question nor let you speak to this person who is freezing thousands of dollars in my account without any prior notice. 

Again, this is behavior that is causing my family harm, my paycheck which is thousands of dollars is direct deposited into XXXX  in XXXX business days, my tax return which is due to be refunded to my XXXX  account in XXXX business days can not be " frozen ''. I have never ever broke any rules or policies of XXXX  as a matter of fact after my call on XX/XX/XXXX with a XXXX XXXX  supervisor I received an email from a second Account XXXX who notified me that my account has be unfrozen as she gleaned more context to the situation, as there was a XXXX  supervisor who actually filed disputes on her own, without even asking me, then followed up with and email to let me know she found more charge and with nothing to lose filed them as disputes as well. This was shocking to me. After receiving the email and a provisional credit on XX/XX/XXXX after my account being unfrozen and with the apology and message from XXXX, the Account XXXX, out of the blue exactly XXXX minute before XXXX closed on XX/XX/XXXX I get and email that my account was " suspended '' after being told for days this would never happen, I had not done anything wrong and to ignore the " threats '' about my account being affected in any way. My children are now stranded in XXXX degree weather with our XXXX  debit card for emergencies and transportation as XXXX of my children has XXXX and needs to always have emergency funds with the XXXX  card that we transferred cash on and gave to her and her teacher as they on a trip out of state is now frozen and she has no access to the money in the XXXX  account. 

This is unacceptable, dangerous, and unethical business practices to the core, I have contacted our attorney and he was besides himself, my money overnight can not be frozen, I tried to transfer in XXXX at XXXX on XX/XX/XXXX as I had no reason and many assurances from numerous Supervisors, all calls recorded that my was in very good standing and I had nothing to be concerned about as I warned them if the hold my money XXXX we are going to have major problems as I have done nothing wrong. Now my money is frozen, my Direct Deposit hits in 3 days and thousands of dollars in conjunction w my tax return as well. My kids safety is at risk, this is grossly negligent and need to be rectified, I even sent them a copy of my DL as they asked me to verify my identity even though I have been verified for years. Please HELP! Thank you.

Company response to consumer: Closed with non-monetary relief