Consumer complaint received 2025-02-21 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: FL

Complaint narrative:
Okay so I have had a XXXX account for a while. I have always heard horror stories. I decided, thats not me. Continued to move forward. Even recommending them. On XX/XX/year> I received XXXX and XXXX dollars. Then i received a XXXX dollars deposit. I waited so long to finally receive my money. I was in a financial bind for a little while. My household and I, were depending on this money ... That night I sent {$72.00} dollars and {$80.00} to XXXX friends of mine on my XXXX  account. I ordered an uber for XXXX. I withdrew {$200.00} from an ATM.I made a couple purchases on XXXX. Spent a total of {$28.00} at XXXX gas station by my house. At XXXX PM I got a message ( email ) Saying Sign-In attempt from a new device.. says " Hi XXXX We noticed an attempt to sign into your account from a new device or browser. If this was you no further action is needed. WHICH IT WAS ME LOGGING IN ON MY FIANCES PHONE! XXXX AM the next day.. Hi, XXXX we noticed some unusal activity linked to your XXXX etc. etc.They ask me to send a photo ID. I didnt realize it but I had sent an expired ID of less than a month. That same morning without seein the account was suspended. I tried to purchase XXXX XXXX over XXXX times the next morning not understanding or realizing I got that suspension .... All of my next XXXX transactions were denied. I have reached out to customer support over the phone. Just to hear the same thing. They are unable to do anything... I can only reach out thru email. although even the customer support reps. over the phone viewed my account and explain from their end they see nothing wrong and that they dont understand. Monday I receive another message on presidents day when there is no one in the offices. Saying my account is frozen again. shortly after within XXXX hours, I get another one saying my account is deactivated and that my funds may be available for transfer XXXX  days. I have tried calling and reaching out and have escalated this issue to XXXXhe point they told me over the phone it cant be escalated anymore. That if I did it will be restarted.. like what?!? Worst customer support. I am hearing horror stories online where they hold your funds and then close your account for inactivity before XXXX days. That is madness. I did nothing wrong. I dont get it. If my identification reasons is because it is expired. Tell me, be a human being. I have bills, I was already in a dire situation financially. I dont know how my rent will be paid. I dont know how im going to survive ... My cat needs food, I have no food. I need a way to transfer these funds out. That is literally everything that went on with my account before it was suspended. Dates and amounts. Makes no sense. I have sent a XXXX messages thru email stating that every transaction I approve of. On sunday they even sent me a message saying a new device is remembered to your account. My Fiances Device... lol Which is the last thing that happened right before it was suspended. The case # XXXX. I have done everything humanly possible. Have begged them. I am on a tight budget. This is a lot of money to me. By the way it is {$1700.00} LOCKED INTO MY ACCOUNT. Madness. The bank I have linked to XXXX doesnt exist anymore. Like I said I was in a tight situation and was closed due to inactivity. I mean lets say I wait XXXX days. Where will I transfer it? This is madness. All I keep asking is please give me an avenue or a reason or clarification to what is happening. Since that first message of my account being deactivated and looks like I will no longer be able to use venmo services. I have had XXXX account specialist literally give me XXXX clarification and they keep forwarding the same messaging stating my account is deactivated. This is silly. Please. This company is a scam and they steal your money. This is not okay! I am hurt by this. I did nothing wrong and nothing wrong was done to my account. I need help please.

Company response to consumer: Closed with explanation