Consumer complaint received 2025-05-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
I have used XXXX  for awhile now and sometime in XX/XX/scrub> 2023 I had received a notification that my account was suspended. I didnt think much of it because I didnt use XXXX much but now wanting to use it again I reached out to XXXX in regards to the frozen/suspended account. The email I received said this I'm sorry to hear that your account is frozen. I certainly understand the inconvenience caused. Let me get this issue sorted.

Weve had a chance to review your account, and it appears your case requires additional attention from another team. I will forward your case and they will follow up with you via email in 2-3 business days. So I waited until they responded and received this email. My name is XXXX, on behalf of XXXX. Thank you for taking the time to reach out to us. 

While we encourage the use of XXXX we must ensure all users abide by our User Agreement. After reviewing your account, we have found that your actions and activity have been in violation of this agreement. 

As a result, your account has been permanently deactivated and we regret to inform you that we can no longer offer you the XXXX  service. We do not make these decisions lightly, and when we do, it is to help ensure that XXXX  continues to be a safe way to make payments. 

If you have questions regarding this decision, please note that we do not divulge our decision-making criteria in order to protect the systems that monitor activity on XXXX 

I apologize that we are unable to assist you further. 
This is very frustrating as I have no idea what happened and what I did to receive a response like this so I responded with this. Thank you for your email regarding the deactivation of my XXXX account. I understand that youve determined my account activity violated the User Agreement, and while I respect your decision to prioritize the safety of the platform, Im reaching out to seek clarification.

Im unaware of any specific actions on my part that may have violated the agreement, and Id greatly appreciate any general guidance or insight into the nature of the violation, even if specific criteria can not be shared. This would help me avoid similar issues with other platforms in the future. 

I value XXXX service and would like to better understand this situation. Thank you for your time and consideration. 

I then received this email from them. My name is XXXX, on behalf of XXXX Support. Thanks for following up.

I understand your confusion and frustration with this decision. We have systems in place that monitor activity on XXXX, but please note that we don't reveal information about our internal systems in order to keep these systems robust. When we take action on accounts as we did in your situation, we do so to ensure that XXXX  continues to be a secure way to make payments and that our users are operating in compliance with our terms. 

I apologize that we're no longer able to serve you and for the limited nature of that answer, but we do take security very seriously and do not take action without reason. I highly encourage you to look into alternative payment processors that may be a better fit for your transaction needs.

This is where Im at. Im not sure what I did and its frustrating there is no reason as to why its like this.

Company response to consumer: Closed with explanation