Consumer complaint received 2025-07-03 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: TX

Complaint narrative:
On Thursday XX/XX/year>, I initiated a standard transfer of {$2100.00} ( Transaction ID XXXX ) from my XXXX  to my linked bank account with the estimated arrival date being Tuesday XX/XX/year>. XXXX  sent me an email containing these details. Less than two minutes later, XXXX  sent me an email saying they were unable to complete my transfer of {$2100.00} ( Transaction ID XXXX ). This email contained no explanation on why this transfer did not occur. This is the first time a bank transfer failed on my account.

I should note that at this point, my identity was verified on XXXX  and therefore according to XXXX XXXX personal profile bank transfer limits, I should be able to make transfers of up to {$5000.00} for individual transfers and up to {$19000.00} per week.

Frustrated, I decided to initiate another standard bank transfer amount of {$200.00} from my XXXX  to the same linked bank account ( Transaction ID XXXX  ) with the estimated arrival date also being Tuesday XX/XX/year>. A minute later, I received a fourth email from XXXX  saying they were unable to complete my transfer of {$200.00} ( Transaction ID XXXX ). Again, no explanation or further details were provided on this matter beyond this singular statement. 
Less than two minutes later, I received a fifth email from XXXX  claiming that they had noticed some unusual activity linked to my XXXX  account which may be in violation of their user agreement and that I may receive a separate email providing more information about the suspension of my account. To this date, I am yet to receive this separate email with more information containing the basis of which my account was suspended and my money was held. On the same email, XXXX  requested for a photo verification which I found very suspicious when my account was already verified and XXXX  has all my personal details ( SSN included ). The email also specified not to respond to the email address but to click on a separate link attached where I would submit my ID. To confirm, I decided to wait until XX/XX/XXXX to see if this issue was a glitch or something and if either of my bank transfers might have gone through which they did not. 
Between XXXXXXXX XXXX XXXX  XXXX, I had an online chat with XXXX  support and made three calls to XXXX  customer support to understand why my account was suspended. Nobody was able to give me any details on the specifics. After much frustration, I decided to follow the last email and shared my ID. On the XXXX XXXX XXXX, XXXX  emailed me saying my account has been permanently activated, the funds will be held up to 180 days and that they will contact me with my email address on file should the funds be available for transfer in the future. When I wrote an email disputing this matter and requesting a better alternative for me to gain access to my funds, they rudely responded that future contact or inquiries will not be answered and that this matter is considered closed.

To date XXXX  is yet to : - define what this 'unusual ' activity is - explain what they define as 'normal activity ' and 'unusual activity ' for my account- explain why my account was suspended for 'unusual ' activity when their user agreement clearly states they flag for 'suspicious ' or 'illegal ' - provide the separate email they claimed contained more information about the suspension of my account- explain why they denied my bank transfers when my account was verified and the transfer was well below the maximum limit

Company response to consumer: Closed with explanation