Date Received: 2020-10-27
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: There are 2 issues - We purchased an item through PayPal. As we later discovered the item was sold by a XXXX company. It arrived in pieces and unusable because it was very cheaply constructed and very poorly packaged. We took photos on opening ( the box was destroyed so we highly suspected the product was going to be damaged ). We sent photos and PayPal advised us that we had to return the product to XXXX at our expense. As it turns out, this was more expensive then the product was. PayPal offered no further assistance. We would expect that, given the timeliness of our actions and thoroughness of the documentation we provided PayPal, that PayPal would refund our money ( {$30.00} ) and hold the manufacturer and/or shipper accountable. They refused. The second issue is that we were so frustrated with Paypal that we attempted to close our account. When we attempted this we received an error message that said we had to notify customer service. There is no phone contact information so we messaged through the PayPal website. We did this 3 times stating we would like to close our account and asked PayPal to delete all of our personal information including, but not limited to, contact information, account activity, etc. - and to eMail us a confirmation when that was done. 3 times we have received messages back stating we should " rethink '' our position and not close our account. When we were really, really insistent, PayPal sent us instructions on how to close the account - these were the same steps we followed initially when given the message to contact Customer Service. Regardless, we tried to close the account again and received the same message to contact customer support. We have tried to be polite ( even though we disagree with PayPal ). PayPal has been unresponsive to either of our requests and we are fed up dealing with them. We have yet to have them carry out any of our simple, straight-forward requests - and they have not closed our account.
Company Response:
State: FL
Zip: 33709
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I was enrolled in PayPal XXXX and making use of it. All of a sudden, last night, all of my linked credit cards were no longer linked to PayPal XXXX. At first, I thought maybe this was due to system maintenance so I waited until morning. However, nothing had changed so somebody removed all of my cards linked to PayPal XXXX without my consent. PayPal could not provide me with an explanation. They gave me case ID number XXXX. Later on, I tried asking customer service to check the status of my case and the agent told me that case ID number does not exist. How can this be? I even confirmed the number as I wrote it down. Also, I am supposed to be able to delete a XXXX and create a new one. I can not do that either. On top of that, they always call me when I am asleep at like XXXX in the morning. When I try to call them back, I can never get through or the phone line automatically hangs up on me. Nobody at PayPal seems to care enough to help me fix this problem. They just blame other departments or transfer me to another team. I am really tired of this running around in circles.
Company Response:
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal has denied access to my account with funds in it and has been slow at " closing the account down ''. This has been delayed since early XXXX. It's almost been 2 months and I still do not have access to the funds
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Paided using paypal was told my payment was invalid by the merchant and had to use my credit card to complete the transaction paypal refused to refund me my money even after i send proof showing i was forced to pay with my credit card and the merchant agreed to refund me i am still waiting on my refund and paypal denied my case two times
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: Summary of Paypal Case ID XXXX XX/XX/2020 An online transaction was made for a bicycle through Paypal in the amount of {$70.00}. The transaction I.D with XXXX XXXX was XXXX. XX/XX/2020 - A claim for merchandise paid for but not received was made with Paypal, XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX with Case I.D # XXXX assigned. XX/XX/2020 A small packet was received from XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, California XXXX, containing three miniature plastic dice with tracking number XXXX. Packet weighed slightly over 1 oz. Paypal reached out to seller and seller provided tracking number for the three dice as evidence purchase was delivered. XX/XX/2020 Paypal denied my claim based on the shipping tracking number for the three dice provided by seller. XX/XX/2020 Paypal reopened the case after I filed a complaint with the Better Business Bureau in XXXX XXXX, California, Complaint Case # XXXX. XX/XX/2020 Notified via XXXX that return of dice to seller with evidence of receipt in form of tracking number would result in my reimbursement. XX/XX/2020 Paypal acknowledges receipt of tracking number through XXXX Activity Log. USPS tracking shows dice were received by XXXX XXXX on XX/XX/XXXX, at XXXX a.m. XX/XX/2020 Paypal notifies me they are denying claim saying they never received tracking information although they acknowledged receipt on BBB XXXX XXXX. XX/XX/2020 XXXX closes their file with case unresolved with consumer. I have copies of XXXX Activity Log, Tracking Number submitted, showing I returned merchandise as requested, USPS Shipping Log showing merchandise was received and picture of small packet with dice. Copies will be attached.
Company Response:
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I had my unemployment direct deposited into my paypal account and they locked my account and said I can no longer use paypal due to some fraud that happened years before and they have had my money held up since XXXX and give me no way to get it or resolve the issue its been since XXXX
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020, I traded cryptocurrency on a legal, secure platform and used PayPal as a method of receiving payment of {$160.00} USD. I instructed the buyer to make screenshots from her own account as a form of receipt and made sure she was paying from her own account. However, I received a message from PayPal on XX/XX/XXXX, saying buyer has opened a case against me and claimed the transaction was unauthorized and asked the payment to be reversed. I uploaded evidence on PayPal 's portal, including 1 ) XXXX as legal cryptocurrency trading platform ; 2 ) evidence that I have already delivered the currency to buyer 's account ; 3 ) screenshot from buyer, clearly showing that buyer was able to use own account to make payment and screenshots. It is definitely an authorized payment from buyer 's end. After uploading these convincing evidence, PayPal did not contact me once before closing the case in buyer 's favor, and immediately deducting the payment with {$20.00} chargeback fee. I believe it is PayPal 's responsibility as a third party digital wallet vendor to make sure it prevents fraudulent access to accounts, not only mentioning that these evidence strongly prove the buyer 's account was in her own possession when she made these payments. PayPal does not have the right to be as an arbitrary 'judge ', forcefully deducting money from innocent people 's digital wallets to compensate for its failure to secure user 's accounts.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: I ordered two diecast cars that were featured on XXXX which you pay for through PayPal. The company posed as a US based company, but was actually from XXXX. When the cars arrived they were nothing like the add. They were for all practical purposes junk and not worth half of what the advertisement showed. I complained to PayPal and they gave me a bunch of steps to follow and told me to send the merchandise back to the seller. I asked them how would I get my money back? I don't speak or understand XXXX. It took some five days for them to send me the information in English. So I sent the merchandise back to the seller. Never heard anything from them and I kept contacting PayPal asking them for information about my refund. They never said anything about honoring their guarantee, so I reminded them. They didn't respond to that statement at all. Just blew me off and started making everything my fault. I did as they asked. They made up some time frame that they said I didn't follow so they closed my case. I responded that I did everything that you asked and then some, but they still tried to put it on me by saying that I took to long to send it. First you said nothing of a time frame and second as soon as you gave me the information in English so that I could fill out the customs forms I mailed the package back to the seller. I submitted that information four times. They kept saying that they didn't get it. When they finally did, they paid me for part of the return shipping to XXXX. So if they acknowledged that the item was shipped now where is my refund? Now they put everything on me to make it all my fault as to why the case was closed.
Company Response:
State: IL
Zip: 62040
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2020, PayPal contacted me by e-mail to inform me that they linked my XXXX card to a program that pays for PayPal purchases with the cash back on that card rather than a standard charge to the card. I had previously added this credit card to PayPal, but never requested or gave authorization to join such a program. In the e-mail, PayPal claimed that, " If you ever want to remove XXXX Cashback Bonus from your available payment options, just go to your Wallet and select your XXXX [ account number removed ] '' Since I did not want to be part of this program, I immediately logged into my account and attempted to access the edit page for this credit card. Instead of being able to access that page, I got an error message that said, " There were a few errors in retrieving your data. Please retry after a few minutes. We apologize for the inconvenience. '' I contacted PayPal immediately through a messaging system on their site to report the problem and ask to be removed from the program. I was in communication with a few representatives who didn't even understand the problem, much less know how to fix it. I ended up opening a formal complaint with the XXXX XXXX XXXX. PayPal did respond to that complaint, and in the response ( as well as subsequent e-mail and phone contact ), they did seem to understand the problem, and offered ( on several occasions ) to escalate it to a higher department. The XXXX ended up closing that complaint after two messages from PayPal, despite the fact that a resolution was not yet reached. In nearly two months, I have continued to get the same error message when trying to access the edit screen on that credit card within PayPal. Since I can not access the edit screen for that credit card, I can not opt out of the cash back program, nor can I set the card as preferred, update the expiration date, remove the card from my PayPal account entirely, etc. Over the past two months, I have read similar reports from other PayPal users describing the same ( or very similar ) error message and inability to edit a card after being forced into this cash back program. On XX/XX/2020, I received another e-mail from PayPal stating that another credit card on my PayPal account ( this time my XXXX XXXX XXXX card ) was added to the cash back program. Again, the e-mail told me that I could opt out. As I did two months prior with my XXXX card, I logged into my PayPal account, and attempted to opt out. However, I ran into the same problem that I've been having on my XXXX card : I get an error message every time I try to access the edit screen for that card. I never had a problem accessing the edit screen for either card until immediately after being added to this program. So, it seems that PayPal is adding customers to this program without their consent, telling them they can opt out if they choose, and then blocking their ability to opt out ( and also blocking their ability to edit other features of the card as they relate to PayPal ). I contacted PayPal via e-mail immediately after this happened and told them that if they did not get this fixed within 24 hours, I would be contacting the CFPB. As that 24 hours has elapsed, and the problem persists, I am now opening this complaint. As detailed above, I have been trying to get this resolved for just short of two months, and I think that is more than enough time to get this fixed. Now, not only is it not fixed, but it is getting worse as an additional card is now part of the problem.
Company Response:
State: PA
Zip: 19454
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was told after a deposit into my paypal account that a limitation was pit into effect for suspicious activity. So they asked me to upload numerous documents to verify my identity. I did so in the time frame requested. Then on XX/XX/2020 at XXXX XXXX i called and talked to a worker at paypal and asked when my account would be restored and was tild by the end of the buisness day. Then the next day i checked and they had permanently banned me from using paypal and are holding all my money for 180 days. I asked to appeal the decision and was denied. I asked if there was anything i could do to access my money and was denied. They never gave me the option to appeal the decision as well as gave me false info about restoring my account. in the state of oregon it is illegal to hold my money without first giving me a chance to fix the issue in question. They couldnt even tell me what suspicious activity it was that got my account banned. I need my money now not in 6 months i have kids to feed as well as a home to pay rent for. I will lose everything if my money is not given to me
Company Response:
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A