Money transfer, virtual currency, or money service -- Trouble accessing funds in your mobile or digital wallet -- Complaint #8120510
Complaint Overview
Complaint ID: 8120510
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet
State: California
ZIP Code: 90007
Date Received: 2024-01-07T12:00:00-05:00
Date Sent to Company: 2024-01-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
PayPal froze my account permanently on XX/XX/XXXX for no reason. I sent this email to them : To whom it may concern, My name is XXXX XXXX and XXXX a long-time PayPal user who has never violated the User agreement. Despite this, I received the horrible shock of a You can no longer do business with PayPal email today. At the advice of counsel, Im sending you a polite message with details and information so that this policy mistake can be corrected and that my account can be restored to full functionality. I primarily use my PayPal for personal transactions including my sister, XXXX XXXX XXXX. Everything I do on PayPal is completely legitimate. Here are several examples of recent transactions : [ XX/XX/XXXX ] : [ {$500.00} ] received from [ XXXX XXXX XXXX ] [ XX/XX/XXXX ] : [ XXXX. XXXX EUR ] sent to [ XXXX XXXX ] [ XX/XX/XXXX ] : [ XXXX XXXX XXXX ] was sent [ {$27.00} ] [ XX/XX/XXXX ] : [ {$210.00} ] sent to [ XXXX XXXX XXXX ] [ XX/XX/XXXX ] : [ {$17.00} ] sent to [ XXXX, XXXX ] None of these violate the User Agreement. To be honest, I have no idea what could have triggered this mistake. I reviewed it in close detail. I looked on XXXX and I am not the only person who has had this problem - many users have been wrongly suspended for no apparent policy violation, especially within the past several days. I worry that it will shake the publics faith in PayPal as a reliable service, especially if users take their complaints to the appropriate business oversight authorities. I plan to file complaints if my account is not restored within the expected XXXX window. Please forward this on to the correct internal department that handles PayPal accounts. I look forward to hearing back from you once my case is reviewed and the limitation is reconsidered. Sincerely, XXXX XXXX This is there response : Dear XXXX XXXX, This is XXXX with PayPal 's Office of Global Customer Complaints & Advocacy. I am replying to the concerns you escalated to our office about the permanent restriction on your account. I am sorry I was not able to speak with you about your concerns. I am happy to provide you with information about the restrictions on your PayPal account. I understand how distressing it must have been for you to receive the " You can no longer do business with PayPal '' email, and I apologize for the inconvenience this has caused you. Please allow me to explain further the details of our review. If you would like to speak with me about your concerns or the information below, please reply to this email with the best day and time for me to call you. To prevent fraud and help ensure the safety of the PayPal system, PayPal routinely reviews account activity. On XX/XX/XXXX, we carefully considered a number of factors that, when viewed together, indicated there was a high level of risk associated with your PayPal account. We can confirm that the accounts share a combination of the following : SSN, Phone number and Address. On XX/XX/XXXX, PayPal reviewed your account and determined we were unable to mitigate the risk associated with your account. As a result, PayPal decided to place a permanent suspension on your account and no longer provide our services to you as the risk associated with your account is too great. This permanent suspension applies to all current PayPal accounts or any further accounts you may open. Due to the potential risk of chargebacks and other reversals, your remaining balance will be held for up to 180 days from the date the limitation was placed on your account. We will make any remaining funds, less reversals or debits, available to you for withdrawal on or before XX/XX/XXXX, and we will notify you of this via email. If you would like to speak with me about your concerns or the information below, please reply to this email with the best day and time for me to call you. While I understand this may not be the answer you were hoping for, I have thoroughly researched the facts of this matter and can confirm our decision remai ns unchanged and is consistent with PayPal 's User Agreement. I regret that we can no longer offer you PayPal as an option. At this point, you should look into alternative payment processors that may better fit your transaction or business needs. I wish you the best of luck in your future endeavors. Thank you for giving me the opportunity to address your concerns. Please feel free to contact PayPal 's Office of Global Customer Complaints & Advocacy at executiveoffice@paypal.com if you have any additional questions or concerns or if we can be of further assistance. Very sincerely yours, XXXX Ive had this account since early XXXX. Ive had no chargebacks and no fraudulent transactions of any kind. Ive have done continuous business and transactions with people on that account with no trouble.
Frequently Asked Questions
What is Complaint #8120510 about?
Complaint #8120510 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Trouble accessing funds in your mobile or digital wallet. It was received by the CFPB on 2024-01-07T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.