Consumer complaint received 2026-05-31 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:
I am submitting this complaint because PayPal continues to withhold my funds while failing to provide sufficient documentation supporting its actions. I have been a PayPal customer for approximately four years. Prior to this matter, I had no history of fraud, policy violations, or significant account issues. In XX/XX/year>, my account was placed under a temporary limitation. During the review process, I fully cooperated with PayPal and provided all requested information, including identity verification documents and live selfie verification. While my account was under review, I spoke with multiple PayPal representatives who advised that my account and funds appeared legitimate. I was specifically informed that my balance looked valid and that my funds would likely be released after review. However, shortly after one of these conversations, my account status changed from temporarily limited to permanently limited without warning or a clear explanation. PayPal subsequently informed me that my funds would be held for approximately 180 days. During this process, the expected release date for my funds has changed, creating confusion and uncertainty regarding when I will regain access to my money. I have received inconsistent information regarding both the status of my account and the availability of my funds. I have repeatedly requested documentation supporting PayPals actions, including : Documentation supporting the permanent limitation decision Chargeback case numbers and related records Validation of any alleged negative balance or debt Card issuer reference numbers and dispute information Evidence supporting any allegations related to my account Written explanation of why my funds continue to be withheld Despite these requests, PayPal has not provided the documentation necessary for me to fully understand, verify, or challenge its decisions. Instead, I have received general statements without supporting evidence. The continued withholding of my funds has created financial hardship because these are personal funds that I need for ordinary living expenses and financial obligations. I am requesting that PayPal : 1. Conduct an executive-level review of my account. 2. Provide complete documentation supporting the permanent limitation and any alleged liability. 3. Explain why representatives previously stated that my account and funds appeared legitimate before the account was permanently limited. 4. Clarify the basis for the changing release dates and continued hold on my funds. 5. Release any funds that are not reasonably subject to a reserve requirement. I believe consumers should receive clear explanations, transparency, and supporting documentation when access to their money is restricted for an extended period of time. At this time, I do not believe PayPal has provided adequate information to justify the continued withholding of my funds.

Company response to consumer: Closed with explanation