PayPal holding my money!

Mimi3333

Hello, I really hope you can help me.

I have been conversing and literally begging with PayPal’s online message centre for nearly 3 weeks now and am stuck in an eternal loop.

Our business has stopped because of Coronavirus, my husband is very ill with COVID-19 and we are in a severely compromised financial situation as we fall through the cracks of any governmental help.

I have 2 accounts on PayPal - let’s call them (1) and (2)

• (1) has a negative balance caused by an eBay dispute (see explanation below*)
• (2) has a positive balance.

Both accounts have no history of malpractice.

On May 1st, I agreed on 30-day relief on (1) to allow me some time to clear the negative balance.

I was advised that this would enable removal of the limitations on (2) so that I can continue my business, support my family and help to reduce the negative balance on (1) but this has not happened.

I have since raised queries on email, answered questions online and offline, raised a case, logged a complaint yet nothing is getting the limitations removed from (2) 

I have explained that this is my ONLY source of income because of Coronavirus, my husband is ill with COVID-19 and we are in a severely compromised financial situation.

While other financial providers are helping people in crisis because of coronavirus - I'm asking PayPal to do the same - I’m not asking for any loans I just want to access my positive balance account (2).

Every time I raise it – every day – I am put into review after review. 17 days into this and am continually told I have to wait for another 48 or 72 hour review with the exact same outcome each time.

There is no reason the limits should remain on (2) yet I am told again and again that I must “resolve the negative balance on (1) in order to lift the limitations” – and again I tell them I have a 30-day relief on this but it makes no difference – the loop continues.

I have funds in (2) that I desperately need but I cannot even use these funds to reduce the negative balance as they will not allow any movement of money!!  

I am now in a situation where, because of the account limitation, I cannot buy simple groceries to feed my family, and, critically, I am not able to buy medication that quite literally a life depends on. 

I am praying that there is a way to resolve this urgently considering these extenuating circumstances. 

I have told them that I agree that I am liable for the negative balance on (1) and have agreed to 30-day relief on the collection of this. I am asking to use (2) without limitation so that I can feed my family and buy essential medication for my husband who has Covid-19. I do not believe this to be an unreasonable request.

Any help or direction would be greatly appreciated.

Here is a note of my appeal on eBay to help understand the background:

I strongly contested a case for damage in transit of an expensive item of jewellery. Against my wishes and evidence, it has been almost a month since the eBay refunded the buyer account which was when my PayPal was put into a negative balance. I have not had the item returned. I raised an appeal with eBay and I have tried calling the buyer to resolve but his number “is not in use but continues to receive many calls" - very concerning. I have appealed that my money should be returned to me and am awaiting their response.

 

Jeremy535897

See:
https://www.financial-ombudsman.org.uk/faqs/all/can-complain-paypal

It might be worthwhile talking to them.

Thrugelmir

Have you been channeling funds through the second account since the first went into a negative balance? 

poppy12345

I can't help regarding your Paypal account but have you looked at claiming Universal Credit? Savings/capital of more than £16,000 will exclude you from claiming. A claim for UC will end any tax credits you may already be claiming. Use a benefits calculator to check entitlement.

You can also ask for an advance payment once you've claimed, do be aware that this will need to be repaid back from future payments.

If your husband is very ill will Covid19 shouldn't he be in hospital?

Mimi3333

poppy12345 said:

I can't help regarding your Paypal account but have you looked at claiming Universal Credit? Savings/capital of more than £16,000 will exclude you from claiming. A claim for UC will end any tax credits you may already be claiming. Use a benefits calculator to check entitlement.

You can also ask for an advance payment once you've claimed, do be aware that this will need to be repaid back from future payments.

If your husband is very ill will Covid19 shouldn't he be in hospital?

Thank you, I'll bear that in mind - I've been caring for my husband at home on oxygen therapy under doctors' supervision - he has underlying conditions which the Covid virus is playing havoc with - it is truly a dreadful virus.

Mimi3333

Thrugelmir said:

Have you been channeling funds through the second account since the first went into a negative balance? 

Thank you. I have had funds paid into both accounts since the negative balance occurred.

JCS1

Might also be worth posting on the ebay board, as they will have more knowledge on paypal and procedures.