We've been using PayPal to process the majority of transactions for over 10 years, currently with a volume (through PayPal) of over $1m per year and 10-20% YOY growth. Earlier this year, for the first time in our 10+ year history, an arbitrary account limitation was placed on us holding all funds above a certain amount for 30+ days. The threshold was cripplingly low, and would leave us unable to meet payroll, pay for services, royalties, contractors, etc.
After reaching out through all available channels, I received a call from someone in Risk Management who assured me that the hold would be removed and would not happen again. I received written confirmation of this in the following message (abbreviated):
"In review of your correspondence, I understand you are concerned with the funds from your transactions being placed on hold. I have fully reviewed this matter and can confirm it was resolved on November 1, 2021, when an agent contacted you via telephone and resolved the reserve you had on your account.
You should not have any issues receiving the full amount of your transactions. Should you have any issues please do not hesitate to contact us. I sincerely apologize for any frustrations you may have encountered and hope this response sufficiently addresses your concerns. "
Here we are just over a month later experiencing the same issue. I've been calling and emailing through all channels since Monday and have gotten nowhere.
Quick background: We sell software that is delivered instantly. (i.e. No tracking needed.) Our sales are through one venue, our website, which hasn't changed in our entire company history. The nature of the products and our audience has not changed. Nothing at all has changed except our steady growth. Any hold is an obvious and egregious mistake.
