On June 12, 2020, our company received an email from PayPal stating that our company’s account was permanently limited due to a violation of PayPal's Acceptable Use Policy, and that the funds that were on the account (thousands of dollars) would be on hold for 90 days. They claimed that after the the 90 days waiting period, our company would receive an email with instructions on how to retrieve the funds. As of September 29, 2020, the funds that had been held for the last 90 days were released as payment to PayPal with a memo stating “PayPal's damages caused by Acceptable Use Policy violation”, and the balance reflected on the account is now $0. This is beyond upsetting considering that we can’t even reach a human being to receive an explanation. We have received no disputes, complaints or chargebacks and PayPal hasn’t provided any proof. Everything was delivered as promised, yet PayPal still took our money without an explanation. They claim “damages”, but don’t explain what damages they’re talking about. Again, we did not receive any customer complaints. A hold is one thing thing, but for a multi billion dollar company to hurt a small business like this with zero explanation... this has absolutely crushed us. We have been trying to get in touch with an agent that could provide us with information regarding the alleged violation for months. Since we were not able to get help from an agent, we conducted online research and as suggested by PayPal’s help center, tried to resolve this issue by going to the resolution center and opening a dispute. We have been unable to open a dispute or send any kind of messages as we keep getting error messages that read “We are sorry, this page is currently unavailable”. We have written to PayPal on several occasions through Facebook messenger, PayPal Message center, and have also attempted to chat with an agent online with no success. We have also called the service center on many occasions during the last few months. The attempts to contact an agent over the phone have also been futile as the calls are dropped after several minutes of waiting due to lack of personnel. On October 2, 2020, we finally got connected to an agent. The agent could not provide any information as the account is limited. The agent proceeded to transfer us to the pertinent department, only to receive an automatic message stating that the system could not provide any help over the phone and that we should ask for help via the online resolution center. As previously stated, the online resolution center is unavailable to our account since the account is limited. I am hoping that someone can offer help in resolving this matter. We absolutely need to recover our funds (thousands of dollars) and get some clarification. Again, this has impacted the lives of our families and the lives of our employees. We hope there is a solution to this very damaging, confusing and upsetting action committed by PayPal. Money on hold Money taken
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