Consumer complaint received 2024-06-18 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: NJ

Complaint narrative:
Dear XXXX XXXX, Thank you for contacting PayPal. 

Following a recent review of your PayPal account, the decision was made to permanently limit it due to security reasons. This decision was made in accordance with our User Agreement. 

PayPal reserves the right to limit access to any account, in accordance with our User Agreement. In the event of a dispute, PayPal will seek to recover the money from you by debiting your PayPal balance. If there isnt enough money in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. 

To minimize disruption to your business, you can continue to log in to your account for the next 120 days. 

Any money in your PayPal account will be held for 120 days, starting from the date your account was limited. 
The money belongs to you but is held in reserve to cover any disputes or reversals that your customers may file against you.

If you have a negative balance, please add money to your account to bring your balance to at least zero. ( If you choose not to resolve your negative balance, we may take legal steps to collect the money. ) If you want to refund your buyers, you can do that anytime if the status of the payment is completed. To issue a refund, go to Activity, click the payment you want to refund, and click Refund this payment. 
If you dont have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. 

After 120 days, well be in touch to let you know how to withdraw any money remaining in your PayPal account. You can transfer the balance in your PayPal account to your bank account or ask us to send you a check. 

You can read more about our various policies in the PayPal User Agreement. 

Sincerely, XXXX PayPal Account XXXX XXXX XXXX PayPal. All rights reserved. 

From : XXXX Sent : Monday, XX/XX/year> XXXX XXXX  ( XXXX ) Subject : RE : Account Question PayPal Customer Support : I have nothing to refund because none of the transactions were business transactions. I do not operate a business. My recent deposits are from the XXXX XXXX XXXX XXXXXXXX XXXX. See attached. Please release the hold on my account as I have not done anything that goes against Paypal guidelines. I attached my identity information. I will be contacting my legal representative if this issue continues to go on ignored. 


Dear XXXX XXXX, Thank you for contacting PayPal. 

Following a recent review of your PayPal account, the decision was made to permanently limit it due to security reasons. This decision was made in accordance with our User Agreement. 

PayPal reserves the right to limit access to any account, in accordance with our User Agreement. In the event of a dispute, PayPal will seek to recover the money from you by debiting your PayPal balance. If there isnt enough money in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. 

To minimize disruption to your business, you can continue to log in to your account for the next 120 days. 

Any money in your PayPal account will be held for 120 days, starting from the date your account was limited. 
The money belongs to you but is held in reserve to cover any disputes or reversals that your customers may file against you.

If you have a negative balance, please add money to your account to bring your balance to at least zero. ( If you choose not to resolve your negative balance, we may take legal steps to collect the money. ) If you want to refund your buyers, you can do that anytime if the status of the payment is completed. To issue a refund, go to Activity, click the payment you want to refund, and click Refund this payment.

If you dont have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. 

After 120 days, well be in touch to let you know how to withdraw any money remaining in your PayPal account. You can transfer the balance in your PayPal account to your bank account or ask us to send you a check. 

You can read more about our various policies in the PayPal User Agreement. 

Sincerely, XXXX PayPal Account XXXX XXXX XXXX PayPal. All rights reserved. 

From : XXXX Sent : Sunday, XX/XX/year> XXXX PM ( XXXX ) Subject : Account Question Dear Sir / Madam, Ive been a customer of yours for about 5 years+. I do not own or operate a business. 

In XX/XX/year>, you have closed my account without giving any reason, any notice and seized my entire balance of XXXX leaving me unable to pay bills. 


I believe this was done in error as there is no evidence of wrongdoing on my part & all our transactions inbound & outbound were 100 % legal & in accordance with your terms. 

The only deposits I have lately have been from XXXX XXXX  and certainly have no reason to be seized as they are to help people like me who are going through difficult times. 


I ask for an immediate review & reinstatement of my account or an explanation as to the reason Paypal believes this action is fair & reasonable. 

I note that PayPal has a duty under law to respond in a reasonable amount of time as not to cause further damage to my personal life as I am currently homeless and living in my car. 


Please reply within 14 days. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief