Consumer complaint received 2025-09-06 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: TX

Complaint narrative:
Date : XX/XX/year> To : Consumer Financial Protection Bureau ( CFPB In regards to PayPal , Inc . 

CFPB Complaint # XXXX XXXX Complaints : XXXX. XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Detailed Background and XXXX XX/XX/year> : Submitted CFPB Complaint # XXXX regarding account restrictions, misrepresentation, and withholding of funds. 

XX/XX/year> PayPal CFPB Response : PayPal stated my account presented high risk due to shared information with other accounts ( name, Social Security number, login info, address ). 
Cited the User Agreement to justify a hold of up to XXXX  days on funds. 
Contradicted by the system email sent same day. 

XX/XX/year> System Email : Email stated : Account permanently deactivated Funds held up to 120 days to cover financial liabilities Outcome of each review would be communicated by email XX/XX/year> CFPB Complaint # XXXX : Submitted due to ongoing obstruction and lack of resolution. 
PayPal responded XX/XX/year> ; no resolution on fund release. 

XX/XX/year> System Email : Official notification confirming funds are now eligible for withdrawal Creates reasonable and enforceable expectation of immediate access XX/XX/year> XXXX XXXX XXXX  with XXXX ( XXXX PM ) : XXXX XXXX claimed she was a customer support supervisor Toward the end of the call, she falsely claimed to be a legal department supervisor When asked for escalation, she stated that PayPal has no legal or compliance department Provided conflicting statements about withdrawal timing : initially XXXX  days, then backtracked to XXXX  days Refused to escalate the issue or provide any alternative resolution pathway Intentional misrepresentation and obstruction of consumer rights is evident XXXX. Contradictions and Misrepresentation XXXX. Fund release timing : XX/XX/year> system email XXXX hold XX/XX/year> CFPB response XXXX hold XX/XX/year> email immediate eligibility XXXX. Staff misrepresentation : XXXX escalated authority falsely to block escalation Stated no legal or compliance department exists XXXX. Obstruction : Refusal to escalate prevents enforcement of rights Denial of access to a compliance channel violates federal and state consumer protections 3. Legal and Regulatory Violations 1. Misrepresentation/ Deceptive Practices Texas DTPA, Tex. Bus. & Com. Code 17.46 Conflicting statements and false authority claims misled me regarding withdrawal eligibility 2. Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693f Arbitrary withholding of consumer funds is unlawful XXXX. Breach of Contract / Promissory Estoppel Restatement ( Second ) of Contracts XXXX Reliance on the XX/XX/XXXX system email created enforceable rights to immediate access 4. Obstruction of Consumer Rights XXXX false claims of authority and refusal to escalate constitute active interference with statutory and contractual rights 4. Impact Financial hardship caused by inability to access funds Time and effort wasted navigating conflicting communications and blocked escalation Pattern of repeated violations shows systemic misconduct, not isolated error Misrepresentation undermines trust in PayPal services and predictability of fund access XXXX. Resolution Requested 1. Immediate release of all funds in my PayPal account XXXX. Written acknowledgment that the XX/XX/year> email constitutes a binding corporate commitment XXXX. Formal investigation into XXXX false representation and her statement that no legal or compliance department exists 4. Assurance that obstructive and deceptive practices cease, including clear escalation channels for consumers XXXX. Timely written response confirming these actions Failure to comply will result in escalation to the CFPB, FTC, Texas XXXX XXXX XXXX XXXX XXXX, and other applicable authorities. 



XXXX. Supporting Evidence XX/XX/year> system email permanent deactivation, XXXX hold XX/XX/year> PayPal CFPB response XXXX hold XX/XX/year> system email withdrawal eligibility confirmation Call recording and notes from XX/XX/year> XXXX false claims, contradictory statements, and refusal to escalate CFPB XXXX from XX/XX/year>, and XX/XX/year> XXXX

Company response to consumer: Closed with non-monetary relief