Date Received: 2022-12-07
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: This is regarding a PayPal account. PayPal customer service has been nearly impossible to reach, and when they responded they did not help but instead tried to connect me ( again ) to a chatbot. I would like to close my account because at this point I am unable to access it, and they are effectively holding my account and banking information without my permission. I am unable to log in to my account because it currently has a security feature that requires a 6-digit code from an Authentication app ( XXXX XXXX XXXX. That app was on my old XXXX, which is broken and discarded. I have a new XXXX with the same phone number but the XXXX app data can not be transferred to the new phone. Without the XXXX code, I can not access my PayPal account XXXX I contacted PayPal phone support to request that XXXX and the Authentication security be temporarily removed from my account so that I can set it up on my new phone. PayPal 's phone recording says they can not help by phone and can send a text message link to a PayPal XXXX assistant. I sent a message via the chatbot, and 6 hours later received 5 responses from PayPal : Every response said to log in to my PayPal account Message Center to retrieve the message, which I can not do because I'm locked out of the account. The customer service via chatbot has not responded to any more messages. I then contacted PayPal via XXXX XXXX : After 8 hours, a customer service agent responded and asked for my username, which I had already provided. I provided the username and 12 hours later, the PayPal rep via XXXX told me they could not help and to contact PayPal by telephone. They gave me the phone number that tells people they can not respond by phone, and which connects customers to the chatbox assistant. The PayPal XXXX customer support has not answered any further inquiries in several hours. I believe my banking information, stored with PayPal, is being held hostage with no way to access or delete my account. I do not believe that I have funds stored with PayPal, but I am not certain and can not check. I will be happy to provide my username upon request. I have two accounts with PayPal and am currently trying to close both accounts as a result of this experience.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/2022 I received a request for money for {$760.00} I contacted PayPal business ask them to close my account because my account has been fraudulently accessed they refuse to on XX/XX/XXXX I received another request for money for {$500.00} for an XXXX gift card I called PayPal they refuse to deal with the situation to either freeze my account or close my account also in the past I have received several requests for {$800.00} in XXXX PayPal has refused to address the issues even though I have forward the emails and contacted them every time I want my account closed I am being scammed
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello financial regulator, my PayPal account can not be linked to a bank and withdraw cash, please help me!!! I have contacted PayPal customer service many times and initiated complaints, but the problem has not been resolved, which has brought great troubles to my life.
Company Response:
State: IL
Zip: 62025
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I received an email from " # Alert Order PayPal '' XXXX Date : Tuesday XX/XX/XXXX XXXX stating I authorized a payment to XXXX XXXX XXXX Transaction ID XXXX, in the amount of {$790.00} USD. On XX/XX/XXXX I received an email from PayPal XXXX XXXX XXXX in the form of a bill submitted in the amount of {$580.00} USD via Invoice No. XXXX. Note : In XX/XX/XXXX I was able to close one Paypal Account and transfer all funds out of the other to another card to close it -- which they have apparently refused to do. I have no idea what account these charges were applied. In the meantime, since I refuse all communications with PayPal, they notified me via XXXX I have a $ XXXX refund check due from last year which they have not submitted.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/22 my bank notified me that PayPal had a XXXX transaction of {$2900.00} that was going to be transferred. I called PayPal and a representative got on the phone to assist me with the fraud. He asked to take over my computer to do so. He then accessed our log in information to log into my bank, transferred {$7000.00} from our savings account to our checking account. From there, he opened a XXXX account and transferred {$1800.00} to an XXXX XXXX XXXX from our checking account. When I looked at our bank 's app and saw this, I hung up and called our bank to file fraud. My bank stated that XXXX verified my identity using my name, address, email, phone number, date of birth, and SSN through XXXX. They also verified he swiped my debit card which was verified by XXXX via XXXX on XX/XX/22. I called XXXX the next day and was told by their fraud department that my identity was used for the {$1800.00} transaction, and it's not refundable. My husband called PayPal on XX/XX/22 to close the account but was told it needed to remain open for 30 days for investigation into the over XXXX plus transactions. Our PayPal login was changed, so I recovered our account and set up a new password on XX/XX/22. I noticed that not only our checking account was listed on our PayPal account, but also our savings and XXXX XXXX XXXX numbers the fraudster got off our bank 's log in. On XX/XX/22, I deleted all of our accounts from PayPal, and I've called PayPal multiple times to close the account, but it's still open and we're receiving emails from PayPal and XXXX. I filed a police report XX/XX/22 and followed up on XX/XX/22, we have done credit freezes and watches on XX/XX/22, purchased a new hard drive on XX/XX/22, changed passwords, purchased XXXX XXXX on XX/XX/22, and I've filed an Identity Theft Report on FTC 's website on XX/XX/22 and updated on XX/XX/22. On XX/XX/22, I wasn't able to log in my bank account, so I had to recover my account and change the username, password, PIN, and security questions. We've filed 3 appeals to our bank to be reimbursed but have been unsuccessful since XXXX stated, " the listed transactions are not fraudulent. '' I've written PayPal and XXXX to close the accounts, and from XXXX to be reimbursed the {$1800.00}, but they submitted a letter to my bank saying, " The customer claims she did not authorize this transaction ; however, we were able to verify the customer 's information to prove her participation in the disputed transaction. '' PayPal has responded to report email scams to them but overlooked the XXXX plus fraudulent transactions and neglected to close our account.
Company Response:
State: TX
Zip: 78260
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I want to try Paypal so I made an account today but I'm surprised that they dont want me to own an a Paypal account.. This is my first time using it and they already permanently limited my account.. I was starting my online XXXX XXXX and I need a Paypal account so that my future clients will send their payment thru Paypal..
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I had a deposit from my college of {$620.00}. On XX/XX/22. Then when I tried to access the funds Venmo froze my account. I contacted them and they said it would be Monday XX/XX/22 before it would be unfrozen. Well XXXX has came and gone but my account is still frozen. I contacted them again and they are now saying it's going to be up to XXXX more days. I done everything they asked me to do as far I sent them my ID and a photo me holding my ID. I gave them my phone number, my email address and my physical address. Like they asked me for. Now my XXXX daughters ( XXXX & XXXX ) and my wife and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All because Venmo ( XXXX ) will not give me my funds. And none of this is my fault. And now they are telling me it could be another XXXX weeks. That's not right at all. Thank you in advance.
Company Response:
State: GA
Zip: 307XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: PayPal allows a money request that includes details right in their recent activity section of a personal or business account on their website that includes a phone number ( for reporting fraudulent activity ) that is direct number to a sophisticated scam. The scam involves refunding the amount requested but mistakenly adding a XXXX to the amount, which shows up in the account of the person receiving the refund. The scammer proceeds to guilt that person into trying to return the over-refunded amount before the operator gets in trouble. Then the operator tries to convince the person receiving the refund to return the over-refunded amount through nefarious means by XXXX machine or gift cards. I'm told this is an old scam. I am complaining that PayPal knows of this scam and yet has not done anything to prevent it. PayPal is supposed to be a trusted banking system. I spent hours over the period of several days trying to address this issue with PayPal. They strung me along and made promises, but didn't even call me as promised, to discuss it. There is an article on the web that describes this scam, and many comments in various places about it. A banker I spoke with at XXXX XXXX was familiar with this scam. There should NOT be a direct phone number to a scammer posted within PayPal 's official website. It would be a simple thing for them to stop a direct phone number to a scammer being posted in their site. They have been aware of this problem for some time and have not attempted to correct it. I believe that makes PayPal a participant in fraudulent activity.
Company Response:
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: PayPal has effectively taken {$5000.00} and made it indefinitely unavailable to the payee or the payor without explanation or recourse. We are a small property & casualty insurance agency in XXXXXXXX XXXX We've had a PayPal account since XXXX to process premium payments when our clients wish to pay by credit card. In all of that time PayPal has never required us to keep a reserve balance in the account. In late XX/XX/XXXX XXXX of our clients, who is a medical doctor, elected to purchase a medical professional liability tail policy from us. The premium is required by the XXXX to bind coverage. The policy needed to be made effective XXXX XXXX to avoid a lapse of coverage. To hasten completion of the transaction, the doctor elected to pay by credit card using two separate cards. Because the amount was much larger than we usually invoice, I called PayPal to ask if there would be any issues. I was advised by their representative that there are no limitations or requirements on the account that would present an obstacle to receiving payment. On XXXX XXXX, XXXX I created two invoices on PayPal ( to accommodate the doctor 's preference to pay using XXXX cards ) for the amount of {$28000.00}. The doctor made her payments by credit card on XXXX XXXX and notified us by email. PayPal subsequently refused to release any of the money, pending a copy of my driver 's license and my U.S. Passport. I provided both and answered a set of questions regarding the transaction. On XXXX XXXX, XXXX all but {$5000.00} of the doctor 's money was transferred to our trust account. I subsequently called PayPal to ask them to release the {$5000.00} and explained to them ( as I already had in writing at their behest ) that the doctor 's insurance would lapse, if we did not send all of the money to the insurance company. I explained that this agency acts as a fiduciary and can not afford to have money suspended by PayPal, especially without warning or explanation, and that I had cleared the transactions with one of their representatives a week earlier. This time I was advised by PayPal 's representative that the {$5000.00} is being held indefinitely as a " reserve. '' The user agreement is extremely vague about their contractual right to do this but the rep told me the case had been escalated and that I would hear an answer within a few days as to whether they are willing to release the {$5000.00}. On XXXX, having heard nothing from PayPal XXXX I called PayPal XXXX close our account and instruct them to release the money either to us or back to the payor. I advised PayPal that any rationale for keeping money in reserve no longer exists as we would no longer be doing business with them. I also reiterated that I wanted the money either forwarded to us, as authorized by the payor, or returned to the payor. Either way, we were concluding our relationship with PayPal effective immediately. The representative I spoke to transferred me to a recorded message which states that PayPal could not assist with my request, referred me to their online " resolution center '' and hung up on me. PayPal 's website simply states that you can not close an account with money in it. At the moment, PayPal is sitting on {$5000.00} that a doctor has authorized as payment to this agency, which we are required to transfer to an insurance company as payment of premium. Without payment, the doctor 's insurance may lapse, leaving her vulnerable to uninsured claims.
Company Response:
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On ( or about ) XX/XX/2022, a hacker gained access to my PayPal account and made over XXXX unauthorized transactions. As of XXXX, PayPal is currently limiting the fraudulent accounts and deleting the fake invoices, but I still have a negative balance in my PayPal account for {$4200.00} that was paid to a hacker or to someone who's account was compromised by the hacker.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A