Consumer complaint received 2025-08-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: MD

Complaint narrative:
In XX/XX/XXXX and XX/XX/XXXX, I traveled with my family and added my fathers XXXX credit card ( ending in XXXX ) to my XXXX account to make a payment for an activity we booked. During the trip, I made approximately three payments through XXXX using this card, with his full knowledge and consent. 

Around XXXX and XX/XX/XXXX, I began receiving emails from XXXX stating they had received a notice of dispute from my financial institution. I have never filed a dispute with any of my banks, so I didn't recognize the connection to my fathers credit card and assumed these emails were scams. 

On XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX emailed me stating they noticed unusual activity linked to my account that may be in violation of our user agreement and requested a copy of my ID. No details about the alleged unusual activity were provided. I submitted my ID immediately, believing it to be a misunderstanding. 

On XX/XX/XXXX, I received another identical email from XXXX requesting my ID, again with no explanation of the activity in question. I submitted my ID again and attempted to call XXXX XXXX, but my call was not answered. I was left anxious and confused, with no clarity about the situation. 

On XX/XX/XXXX, I received an email from XXXX stating that my account had been permanently deactivated and that they could no longer offer me their service. Upon checking my account, I realized that the payments made with my fathers credit card had been disputed. I contacted my father. He explained that he had misplaced his credit card around XX/XX/XXXX and reported it lost to XXXX, which in turn disputed all associated charges. I was not aware of his communication with the bank until that point. 

I immediately contacted XXXX XXXX to explain the situation and sent the following email : Earlier this year, I used my XXXX account to help a family member make a few purchases with his credit card, linked to my account with his consent. He later misplaced his card and reported it lost, and as a result, the bank disputed the purchases. 
I have been a longtime XXXX user and have never violated any terms of service. I would appreciate the opportunity to provide documentation and clarify the transactions, and I ask that you reconsider the decision to deactivate my account. 

On XX/XX/XXXX, XXXX replied with the same notice of permanent deactivation, again without providing any explanation or case details. 

Throughout this process, XXXX failed to provide transparency or clear communication about the situation. At no point was I given a proper explanation or a chance to state my case and provide supporting documentation. My account remains closed, with an existing balance and stock shares that I can not access. 

I am filing this complaint to request that the Consumer Financial Protection Bureau review this matter, as I firmly believe XXXX handling of my case lacked transparency, proper procedure, and fairness. I respectfully ask that my account be reinstated and that I be granted access to my remaining funds and investments.

Company response to consumer: Closed with explanation