Date Received: 2021-11-23
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: on XXXX I received a small transaction of {$2.00} from XXXX XXXX to may PayPal Account. This transaction was a rebate form XXXX for an item that I purchased. That same day I tried to transfer said balance from my PayPal account to my Checking account with XXXX XXXX Bank. ( I had added this bank account back to my profile after deleting it an unknown time ago. ) Immediately after submitting a transfer I received a notice from PayPal stating my transaction was under review and would take XXXX hours but then another notice I received stated it could take XXXX hours. PayPal does not provide phone support and I had to engage in conversation through their virtual message through their mobile application. I inquired at XXXX PDT as to why there was a XXXX hour hold on my account. They stated " it was for security purposes. '' When I asked why and what were the security concerns? I was informed that they could not disclose them for security reasons. I then instructed the agent to provide me with the legal departments information to contact and then to close my PayPal account. He refused both. On XXXX I received another payment this time of {$560.00} from Sell Shark. This money was from the sell of a smartphone I owned to a XXXX party reseller. Once again PayPal immediately froze the funds when I submitted to do a standard withdrawal from my account. For yet another " security review. '' Below is the attached conversation I had with the representative on XXXX. PayPal 's website will not allow for the printing of the conversations so I had to copay and paste it. Hi! I'm your PayPal XXXX. To get started, simply ask me a question. I am still learning, so if I can't help you, I'll direct you to additional resources. XXXX XXXX - PayPal XXXX XXXX is there a XXXX hour hold XXXX PM Do you need help with a pending payment? XXXX XXXX - PayPal XXXX XXXX XXXX PM Happy to help! Can you select the transaction you're looking for from this list? XXXX PM - PayPal XXXX XXXX ID : XXXX Amount : {$2.00} Date : XX/XX/2021 XXXX PM Your transfer for {$2.00} USD which you began on XX/XX/2021 has been delayed. To provide XXXX of the safest online payment services, our internal security system reviews every transaction before it's released. This type of review can happen for various reasons. For example, you may have received a higher-than-usual amount of money into your account, you may be logging in from an insecure network, or you may have made changes to your account settings recently. This transfer is under review for XXXX hours. Once the review is complete, your transfer should be processed normally and you will receive the money in your BANK within XXXX business days. Is there anything else I can help you with today? XXXX PM - PayPal Assistant Yes XXXX PM How may I assist you? XXXX XXXX - PayPal XXXX Speak to someone XXXX PM Would you like to send this conversation to a customer support agent? We typically respond within a few hours. XXXX XXXX - PayPal XXXX XXXX XXXX PM If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded. XXXX PM - PayPal Assistant Transaction hold XXXX PM AA Hello there! My name is XXXX and I hope you are doing good. I appreciate your patience while waiting for my response. Please do not disconnect, and you will be notified as soon as I respond. XXXX XXXX - XXXX Can you tell me while there is a hold on my withdrawal, please? XXXX PM AA Apologies for the inconvenience caused. I understand you want to know why there is a hold on your withdrawal. Let me check and help you with this. XXXX, I do sense the urgency of this matter and this is really frustrating on your part, if I were on your shoes. I might feel the same way as well. As I have checked your account it seems like you're experiencing PayPal XXXX that could take up to XXXX hours. I do understand that you need your money right away, I also tried to expedite this for you but the system did not allow me to do so. I wish I could do more but my hands are tied. Feel free to reply at your convenience and XXXX of my colleagues will pick up on your conversation where we left off to provide any additional assistance that is requested. XXXX XXXX - XXXX XXXX I ask what caused the security hold? XXXX PM AA XXXX, I wish I could share a specific reason as why this attempt was kept on hold but due to security reason no one is allowed to see a specific reason or share the reason to customers. These are too confidential information which will help us to protect our customers account and privacy. I hope you will understand how important for us to protect your account and privacy. Feel free to reply at your convenience and XXXX of my colleagues will pick up on your conversation where we left off to provide any additional assistance that is requested. XXXX PM - Aurobinda Thats ridiculous. Close all my PayPal accounts. XXXX PM XXXX? Close my PayPal account. Also I will need the address to send legal summons to. If my money isnt in my account in XXXX hours. We will be going to small claims court. XXXX PM AA XXXX, I see that as there is a pending withdrawal in your PayPal account, we are unable to close your PayPal account. I would suggest you to wait for XXXX hours for the withdrawal to be completed and then you will be able to close this PayPal account. Protecting your account is our top priority. Therefore, whenever there is a transaction processed in your account, it will go under several security checkings to make sure that there are no future issues with this transaction. If our system suspects there could be some possible unauthorized activity then it will immediately block the charges to make sure that there are no unauthorized charges on our customers account. This is how our system is designed to protect our customers account. Feel free to reply at your convenience and XXXX of my colleagues will pick up on your conversation where we left off to provide any additional assistance that is requested. XXXX PM - Aurobinda Messages are worked in the order theyre received and well send you a notification to your app, PayPal account, and email you when we reply. Thank you.
Company Response:
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: For no apparent reason, Paypal locked my account for up to XXXX days. I called several times to release the balance of {$1600.00}, but the customer service could not help at all. PayPal transfers out the balance of {$1600.00} for " paypal 's damages caused by acceptable use policy violation '' without notifying me before the XXXX-day period expires. This is a ridiculous and scammy activity!
Company Response:
State: OR
Zip: 97005
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: My phone and and my purse was stolen and when I did buy a new phone I couldn't get access to my PayPal account and when I access my email I received a email stating this is receipt from PayPal cash out at XXXX I been trying for months to get my money back then there was couple of fraud accounts in my name and I contacted PayPal about they couldn't help I contacted XXXX no help there was over a XXXX dollars stolen from me using my PayPal or they would transfer money outta my PayPal to a fraud accounts then I found there was debit cards opened in my name that was linked to my PayPal to transfer money out from my paypal and I did everything I can recently PayPal taken {$710.00} outta my PayPal account that was held for 180days to pay for negative balance on those fraud accounts i told them those were fraud accounts i told them my social security card and my birth certificate, State ID was stolen and still no help I work hard for my Money as a single mom
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: PayPal has limited my account. I am allowed to add money to the balance, add bank accounts and cards, but not make payments or withdrawals of any kind. They asked me to provide several additional pieces of information, which I provided ( bank statements, proof of transactions, etc ). After I provided them with certain information, a few days went by and then they asked me for other information. They have been reviewing this information since mid week of last week and said it would be lifted within five business days. I have inquired several time since then about the status both through customer service on their page, through their XXXX page and on the phone. Every time I was told it was still in review and would be within 5 business days. My account was put in limited status for seemingly no reason whatsoever. An internet search makes it apparent that I'm not the only one that they have randomly selected for this account limitation. Several posters reported that they were never able to get their accounts back and that their balances were just never accessible to them. That is what concerns me.
Company Response:
State: IL
Zip: 60102
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear Concern Person Greeting of the day. I'm XXXX XXXX from XXXX, I am running online business on XXXX and got my all payment through Paypal. In the month of XXXX XX/XX/2021, Paypal hold {$2400.00} for 180 days. I contacted them than they promised, I will get this amount after 180 days. Now 180 days about to end and Paypal deducted all {$2400.00} amount without any notification. I contacted PayPal customer care but they do not have proper information about deduction and they disconnected the call & now they blocked my number and im not able to contact them now. I'm XXXX widow with XXXX girls responsibilities. im totally depend on this income. This is big amount for me, I took loan to set up my business but just because of PayPal I loss everything. I am very much fed-up and do not know how & where should I complaint against it as PayPal is not ready to listen. I go through all their policies and I haven't broken their policies but still they deduct my all amount. Please help me in this matter as PayPal is doing big Scam in XXXX Market. Thanks & Regards XXXX XXXX XXXX : XXXX Email : XXXX Address : XXXX, XXXX XXXX, XXXX, XXXX XXXX - XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: PayPal allows anyone to send funds to anybody, without prior acknowledgment. My friend sent me {$130.00} to reimburse me for an expense. According to PayPal, she sent as a commercial transaction instead of personal transfer. I don't have any control over who and how they send me money. She did put a note that this was a transaction between friends. Upon receipt, I notice PayPal charged ME a fee. I tried to work on that with PayPal, but it's PayPal so they don't help in any way. Had they looked my account, I don't have any indication that this could be a commercial transaction, this was a transfer between friends. PayPal suggested me to refund, however I would still have to pay XXXX in non-refundable fee. See the problem here? Someone sent me money, I decided not to accept, and I still have to pay a fee ( not the person that sent it by mistake ). I'm paying for someone else 's mistake. Something completely out of my control, and I'm the one being charged a fee. How is this legal to be charged a fee for something you don't accept? If a fee must be charged, I'm not the one to pay for it. I did not initiate this, I did not sent any request, I made no mistake. How is it legal that I'm the one paying a fee?! The problem doesn't stop there. The representative said multiple times I'd be charged XXXX fee. I proceeded with the refund, and I was charged XXXX in fees. I wrote back asking about this difference, and then they said yes, my fee is higher and should be XXXX. You see the next problem? None of the fees PayPal told me matches what I was charged, which is higher. By the way, PayPal, of course, does not allow me to save the conversation to share with regulators. Isn't it nice? I had a lot of work to be able to copy and paste, and it is attached. There is a reason for them to make it difficult. This is clearly lack of regulators watching what these companies do. Why? Someone is probably making a lot of money, because it's unacceptable to have so much uncertainty in the financial industry. PayPal is taking advantage that regulators are not watching their operations. I regret choosing PayPal and that was the last time, I promise you. I thank PayPal for giving me the opportunity to find a competitor that made everything so much faster and simpler ( XXXX ) and, fortunately, I won't use PayPal or Venmo for any transaction in the future.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I bought a pair of skis using Venmo. I selected the option to confirm that I was paying for a Good/Service and paid a fee in exchange for receiving Venmo 's new buyer protection. I received the skis I bought on XX/XX/XXXX and found them to be in a condition significantly different than as described. First, the bases of the skis had significant damage that, while repaired, compromised the function and durability of the skis. Additionally, while the seller had described the ski as " freshly tuned, '' it was clear that the ski was not freshly tuned. See attachment in which I explain all of this and provide a documentation of the discrepancies. Venmo has said that their purchase protection program " will be eligible for coverage under Venmos XXXX XXXX XXXX, meaning the buyer and seller may be covered if the transaction doesnt go as expected '' and that " goods and services transactions are ideal for customers who may occasionally sell an item or service or for customers purchasing a higher priced item from someone they dont know. '' These statements informed my decision to toggle the " payment for good and services? '' option and pay the fee. They describe my situation exactly. I read Venmo 's terms and conditions and attempted to resolve the situation with the seller. The seller declined to accept a refund despite acknowledging the discrepancies in description that I identified. Upon the buyer declining to provide any refund, I submitted a complaint to Venmo on XX/XX/XXXX to apply for the purchase protection. I explained the situation, provided copious evidence, photos, and documentation. Please see my first attachment : " XXXX - XXXX Significantly Not as Described Complaint XXXX. '' Venmo acknowledged receipt of my complaint on XXXX XXXX. A customer service rep said she would escalate my complaint and that someone would reach out to me " within XXXX business days via email. '' XXXX " XXXX - XXXX Significantly Not as Described Complaint XXXX. '' I received an email confirming that Venmo had opened my case. The email confirmed what the rep said : that they would investigate my dispute and reach out within XXXX business days. See " XXXX - XXXX XXXX Venmo transaction XXXX {$240.00} XXXXXXXX '' XXXX ( or not ) : no one reached out to me within XXXX business days. By XX/XX/XXXX business days and XXXX calendar days after Venmo said they opened my case, I hadn't heard anything from Venmo, so I sent an email to the email address identified in the case opening email ( XXXX ) with my case identification information to ask for an update. See " XXXX - XXXX XXXX Update of Dispute XXXX. '' Now, it is XX/XX/XXXX - XXXX business days later ( XXXX after my case was opened ) and I haven't heard ANYTHING back from Venmo. This is seriously frustrating. I don't have enough money to just have XXXX bucks tied up by Venmo for weeks on end. I paid to have purchase protection ( seller and I agreed on a price of {$240.00}, but I paid {$240.00} to enable purchase protection ) because Venmo represented in its public materials that it would cover situations in which I received an item that was significantly not as described. I relied on this representation and Venmo is TOTALLY IGNORING my emails and complaint. Totally deceptive and abusive.
Company Response:
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: About a year ago I had opened a Paypal account for an ecommerce site. When I lost the domain name by failing to " renew '' I also lost access to the email used on that paypal account. When I tried to change this information it wouldn't send a " text '' message for me to verify to the number I had already gave them for the purpose - without notify me at all of any changes to their security policy or even giving me a chance to update to a number they found suitable. I was without email access and phone access and I tried for weeks to contact them directly and was told there was nothing that could be done without having access to either the phone number ( which i did ) or email. I then noticed the " verify '' phone number had been changed. I called again and asked until i was able to figure out how to make the impossible possible with gaining access to an email i didn't own the domain to anymore - now my number is something completely different so lock the account. I have offered to every kind of piece of government issued ID to paypal - video ... fingerprint ( which they have on file ) ... whatever to prove I am me. All with the reply- unless i have access to that email. So now what - last I knew there was a XXXX XXXX dollars in my account that I can't access. I don't know what else to do. Thank you for taking the time to read my heated letter.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2021-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Venmo has frozen my account and I have a balance in the account. Ive sent all of the documents there were needed as they asked. Its been frozen for XXXX weeks. The holidays are here and they are holding my money. I just want them to please look into my account and please release my funds.
Company Response:
State: MI
Zip: 48911
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was promised {$10.00} if I downloaded the app and started an account and I got the account but still haven't got my {$10.00}
Company Response:
State: IA
Zip: 52601
Submitted Via: Web
Date Sent: 2021-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A