Consumer complaint received 2025-09-03 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: CO

Complaint narrative:
I have had my XXXX account for 1 year. I never received a physical card for my account. I typically use my account to receive XXXX to XXXX payments from in-person customer purchases. I also sometimes transfer XXXX to XXXX to & from my wife. I have paid for purchases online from the XXXX website. Mostly I use my account to pay for my XXXX league fees, XXXXXXXX to XXXX. I opened the account specifically for paying my XXXX league fees. For the fall XXXX season I have started my own team through XXXX and I am the Coach. My teammates have been paying their league fees to my using either XXXX, PayPal, or XXXX. If needed I transfer their payments to XXXX to keep the money together until deadline for me to pay the league which is XX/XX/year>. Currently I have $ XXXX in my XXXX which is collectiv of payments made by teammates who have entrusted me to forward the funds to XXXX on the XXXX. Over XXXX XXXX weekend, I attempted to use my XXXX account in one of the aforementioned standard ways that I have been successfull in the past but this time I received an error and was told to try again later which I did and received the same error try again later. I did not receive any emails or notification from XXXX informing me of any issues that may have occured in my account or any instruction.Despite my panic, I wait until Tuesday, after the long holiday weekend and call customer support and wait on hold for 30+ minutes. The rep tells me a security flag was raise but could not, or would not tell me the reason behind the flag. After some time, I am told I will be able to instant transfer the money out to my debit card on the account after 30 minutes. I request compensation for the fees I will be charged for the transfer because the hold was not my fault and XXXX agreed and sent to my XXXX balance {$15.00} to compensate the fee. I was told the rep was told send me an email with next step information and the call was ended. I waited 30 minutes to attempt the transfer but was not successful. I never received an email from XXXX  as promised. I call XXXX again and hold for 30+ minutes. The rep tells me a security flag was raised but could not, or would not tell me the reason behind the flag. After some time, I am told I will be able to STANDARD transfer the money out of XXXX to my bank account after a few hours. This transfer is not instant and instead takes 1 to 3 days to complete. I protest this new information being my league fees deadline is on the XXXX so I need my money sooner. The rep randomly ends the call. I call XXXX  again and hold for 30+ minutes. The rep tells me a security flag was raised but could not, or would not tell me the reason behind the flag. After some time, I am told I will be able to STANDARD transfer the money out of XXXX to my bank account after a few hours. This transfer is not instant and instead takes 1 to 3 days to complete. I am told I could withdraw the money directly using my XXXX card. I said I never received a XXXX  Debit card. I demand to speak with a supervisor and the call gets dropped again. I opened my XXXX account to set up a standard transfer to my bank account which was unsuccessful. I try again and was unsuccessful. I am now I. Panic mode as I have 8 teammates relying on me and XXXX refuses to provide information and refuses to provide me with any option to withdraw my funds. There is nothing written in my user agreement about the possibility of something like this happening. XXXX  is in breach of contract and are guilty of civil theft conversion.

Company response to consumer: Closed with explanation