ComplaintsforPayPal, Inc.

• Initial Complaint

  07/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was past due on my rent for the month of July and with my ex friend using my bank card without my knowledge (she stole it) my bank locked my account until the case against her is complete which I'm ok with since she actually depleted my funds so I received a 3 day notice to pay my rent and my mom reached out to family and Friends about helping me which they did they sent me enough to cover my rent via Facebook pay which PayPal then decided to pull my funds from and then place a limitation on my account after submitting the required information they said it'll be lifted within 24-72 hours the next day they asked me to resubmit the info in which I did they then told me wait 24-72 hours the next morning July/25th I get an email saying my account is permanently limited and won't receive my funds until after 180 days thats 6 months which is too long especially when I've never used the account until after they pulled my funds from Facebook pay, I've been on the phone for 2 hours still no h

  Business response

  08/09/2021

  Business Response /* (1000, 5, 2021/08/02) */ Dear ******* ******, My name is ***** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. I completely understand your frustration and dissatisfaction regarding a permanent limitation and I hope to offer some clarification on this matter today. It is essential to know that PayPal uses limitations for a variety of reasons to ensure the safety of the PayPal community and to minimize risk to PayPal and its users. We may need to verify a customer's identity to protect against fraud, identity theft or to comply with federal regulations. Also, if we have any concerns that a customer's password has been compromised, we may limit the account. We know limitations can be frustrating, and we appreciate your cooperation in helping us improve the PayPal ecosystem. In the review of your PayPal account, we had some questions about the recent payments received into your account and wanted to verify some information to protect yourself and PayPal against possible losses. A subsequent review of your account was completed upon receipt of your complaint, and I can confirm full access was restored to your PayPal account on July 27, 2021. As such, you have the security and convenience of your PayPal account available to you. On that same date, we made the balance in your account available to you, allowing you to withdraw it at your discretion. We apologize for any inconvenience our error may have caused you. Please be informed that you're all set to use your account. You would have received an email confirmation from our end stating that the account is restored to normal. PayPal is constantly making improvements, most of which are driven by member feedback. We appreciate you for taking the time to let us know about this experience, as customer feedback is paramount to help us improve and provide positive, effortless experiences to our members. Please feel free to contact PayPal's Office of Executive Escalations at [email protected] if you have any questions or concerns or if we can be of further assistance. Very sincerely yours, ***** PayPal Executive Escalations Consumer Response /* (2000, 7, 2021/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been using my PayPal account (with the email of **************@gmail.com) for about a year now. I have sold roughly 1000 copies of a key that people can use to access my digital product linked to my shoppy.gg page. However, a few months ago my account was permanently limited for an unknown reason. I am now only left here to speculate about why the account was limited. I had previously bought access to a temporary phone number to receive SMS messages from online friends so that they would not know my actual phone number (for privacy reasons). The problem, I assume, is that the transactions were international, meaning I had to buy from a Russian website, clearly a sign of fraud or a break into my account. I wanted to clear up and say that the transactions were not only intentional but were also done by the owner of the account (myself). I can only assume this is the problem, so I would also like to know the specific reason as to why my account was flagged/limited by PayPal.

  Business response

  08/19/2021

  Business Response /* (1000, 5, 2021/08/16) */ Dear ******* ** *****, My name is ******** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. It would be deeply concerning to have your account unexpectedly limited and I apologize for any difficulty this may have caused you. A review of your PayPal account shows that on June 10, 2021, PayPal placed limitation PP-L-************ on your account as we found that there may be excessive risk involved in doing business with you. Please note, account limitations are restrictions placed on your PayPal account that prevent you from completing certain actions, such as withdrawing, spending, or receiving money. These limitations are implemented to help protect both PayPal buyers and sellers when we see unusual or suspicious activity. By placing the limitations and verifying the information time to time from our customers, we make sure that PayPal is a safe place to transact. Upon receipt of your complaint, PayPal conducted a secondary review of your account and determined that our initial review and determination were incorrect. Accordingly, PayPal restored full access to your account on August 13, 2021. The available funds worth $200.67 were made accessible subsequently. You can withdraw these funds to your bank account if required. Please visit this page for our withdrawal process: https://www.paypal.com/va/smarthelp/withdraw We regret any frustration or inconvenience you have experienced with this limitation. I am glad that I was able to provide you with a resolution to this matter, and am grateful for the opportunity to assist you. Please feel free to contact PayPal's Office of Executive Escalations at [email protected] if you have any questions or concerns or if we can be of further assistance. Very sincerely yours, ******** PayPal Executive Escalations Consumer Response /* (2000, 7, 2021/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have acknowledged my issues and their errors and have taken steps to improve my experience by restoring full access to my PayPal account according to the desired resolution. I have had a pleasant overall experience.

• Initial Complaint

  07/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  paypal closed my account for no reason provided around xmas 2020, proceeding to hold my money for 180 days and still have not refunded me.

  Business response

  08/17/2021

  Business Response /* (1000, 5, 2021/08/03) */ Dear ******** *******, My name is ****** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. In the review of your communication to the Better Business Bureau, I understand you were having difficulty with the limitation which was placed on your account. I sincerely apologize for any difficulty you experienced as a result of the limitation of your PayPal account. A review of your account shows that the account was limited on October 10, 2020. Upon further review of the limitation, it was determined that the limitation was inconsistent with our established policies. As a result, I have lifted the limitations from your account on August 03, 2021, and the funds were made eligible for withdrawal. Additionally, I have forwarded this matter to the appropriate offices for further review and consideration to try and avoid such circumstances from occurring in the future. Thank you for your patience during our investigation. We value your business and hope that you will continue to give us the opportunity to earn your business for years to come. Please feel free to contact PayPal's Office of Executive Escalations at [email protected] if you have any questions or concerns or if we can be of further assistance. Very sincerely yours, ****** PayPal Executive Escalation

• Initial Complaint

  07/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paypal Ref ID - PP-L-************ 5 days ago I was told that i needed to submit an I.d. and tracking information on my last two orders (I have already had both submitted so its seems like an excuse to hold my money). I got a notification saying my I.d. was confirmed. And I no longer have a limitation. However right after this I ​got an email around 8:15 am stating that my account is limited and my avaliable balance of $******** has been put on hold for 180. This money a money I rightfully and legally earned from sales on facebook & ebay. I need this money. I literally sold my gold collection in order to pay my bills. I will not stand for this. I'm going to lose my home because of this. I plead you please give me my rightfully earned money. The buyer has stated he's recieved the product and even made another purchase. Their is no issue with my paypal account. This seems to be an attempt to just keep my money. Please help.

  Business response

  08/03/2021

  Business Response /* (1000, 5, 2021/08/03) */ Dear ******* ******, My name is ******** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. I sincerely apologize for any difficulty you experienced as a result of the permanent limitation. I understand it would be concerning not to be able to access your account balance. Please allow me to further explain the details of the situation. A review of your account shows that a limitation was placed in order to prevent fraud and help ensure the safety of the PayPal system, PayPal routinely reviews account activity. On July 17, 2021, we carefully considered a number of factors that, when viewed together, indicated there was a high level of risk associated with your Account. As a result, we limited your Account & notified you of this action through email on July 17, 2021, and requested that you provide a valid photo ID, tracking details, and proof of shipment. We received your photo ID, and tracking details; however, we were unable to mitigate the risk associated with your Account. As a result, we decided to place a permanent suspension on your PayPal account on July 25, 2021. PayPal carefully considered several factors before making any decision to discontinue our business relationship with your account. The following risk factor was identified: o Multiple accounts with limited access and/or unresolved negative balance - Based on a review of your account, we show that you are associated to one or more PayPal accounts which currently have limited access, or an unresolved negative balance. We can confirm that the accounts share the following information: Full name, tax ID number, and geological location. In review of your complaint requesting to provide access to the account balance. A subsequent review was completed on August 2, 2021, and we wanted you to know we took the time to review the overall situation in depth and we are unable to overturn the decision or make considerations of an appeal to your account. I would like to sincerely apologize for any inadequacy of service you received to date in relation to this issue. I can assure you that PayPal endeavors to provide exceptional customer service to all of our customers, and I am sorry to see that your experience of our service was a negative one. Due to the potential risk of chargebacks and/or other forms of reversals in the future, your remaining balance will be held for up to 180 days from the date the limitation was originally placed on your account. We will make any remaining funds, less reversals or debits, available to you for withdrawal on or before January 14, 2022. While I understand that this may not have been the resolution you were hoping for, I look forward to assisting you if you have any additional concerns I can address. Please feel free to contact PayPal's Office of Executive Escalations at*************************** if you have any questions or concerns or if we can be of further assistance. Very sincerely yours, ******** PayPal Executive Escalations Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to chargebacks? Well I had the customer pay me another way. And sense then I tried to refund the customer thrue you guys. I evem called paypal and told them to refund the money to my main customer on their. The whole $*****. Well you guys proceeded to take out $***** from my bank account and then held the $***** in my paypal and never refunded rhe guy. Even tho I told you to do that 8 days ago. So I had to make a whole new bank account and you guys are still holding onto the money. So don't tell me you're holding the money for chargebacks. Because I tried to refund the money ro him and you guys refuse to pay him his money back. You guys claim your waiting on my bank, when my bank has already shutdown my account because you put it in the negative 8 days ago. My bank only takes 3 to 5 days to respond. It doean't matter what happens on my end. You guys hold that money in case you need to refund it to the customer. Well REFUND IT TO THE CUSTOMER. AND EVEN IF YOU DIDN'T TAKE IT FROM MY BANK ACCOUNT STILL REFUND IT TO THE CUSTOMER BECAUSE ITS NOT MY MONEY. Business Response /* (4000, 9, 2021/08/16) */ Case number: ****** Dear ******* ******, Thank you for sharing your concerns regarding PayPal's recent response to your Better Business Bureau complaint. My name is ********* with PayPal's Office of Executive Escalations, and I would like to take the opportunity to further address your concerns. I regret any inconvenience caused due to the account limitation. In our previous response we have explained to you why your account has been limited and the reason for PayPal holding the remaining funds in your account for 180 days. I assure you that it was never our intention to cause any inconvenience to our customers. We are always committed to helping our customers to the best of our capabilities. Please allow me to offer further explanation on this matter. I understand that you had your buyer pay you by other means and you wanted the funds in the PayPal account to be refunded to the buyer. Upon reviewing your PayPal account, I see that, on July 21, 2021, the customer received a payment of $******* USD which includes the transaction fee of $199.24 USD. The transaction ID is *****************. On August 05, 2021, the buyer filed an "Item Not Received" claim "PP-D-*********" on this transaction. On July 27, 2021, a complete reversal was initiated on this transaction. Further reviewing your PayPal account, I see that since your account balance was $******** USD and the amount to be reversed was $******** USD, the reversal was initiated as an eCheck at first and we attempted to take the funds from your bank account number ending with **** which was unsuccessful. Please note that while issuing a refund if your PayPal account does not have a balance to cover the entire refund then the funding source for the refund will be your linked bank account. On August 10, 2021, we cancelled the fee of $199.24 USD for this transaction and fee of $29.75 USD from the transaction ID "*****************". These amounts were added to your PayPal balance, and it went up to $******** USD and the refund of $******** USD was completed using your PayPal balance. I want to confirm that your current PayPal account is zero and no funds are held in your PayPal account. Please feel free to contact PayPal's Office of Executive Escalations at*************************** if you have any questions or concerns or if we can be of further assistance. Sincerely, ********* ***** PayPal Executive Escalations

• Initial Complaint

  07/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, my business paypal account was permantely limited for accusations of possible fraudulent or high-risk behavior????????????????????????? I am not involved in any fraud or high risk behavior? All my sales are used with the PayPal here card reader. How and why do you claim I'm risk or fraud when its been over 5 months and no issues at all. Not one. I have been with PayPal for a very long time and this is wrong because there is no issues, never no refund, no chargebacks. nothing. If you don't have trust or loyalty in me how about you just limit it for a couple months to see if any refunds happen instead of permanently limiting my account. I was told PayPal here was used mainly for self employment. I am self employed and sell my passion and skills to people around me. I sell art which is not a supplier. I am my own supplier. I have a ein and business certificate. I don't understand what risk or fraud they are talking about. HELP

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/03) */ Dear **** *******, My name is ****** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. It would be deeply concerning to have your account unexpectedly limited and I apologize for any difficulty this may have caused your business. Please allow me an opportunity to explain PayPal's policies and actions taken on this case. A review of your PayPal account shows that on July 25, 2021, PayPal placed a permanent limitation (PP-L-************ and PP-L-************) on your account. Please find below detailed reasoning for the same: 1) We noticed payment activity on your PayPal account that was out of the normal. In addition to this, the documentation that you have provided along with the information registered on your account such as your business model and business website did not meet our verification requirements. 2) Further, our review indicates that you attempted to circumvent the limitation(s) on your account(s) by creating new or additional PayPal accounts, which is a restricted activity as defined in the Restricted Activities & Holds section of the User Agreement. Our review concludes that these accounts are linked by financials such as bank/ card details, phone number, email ID and / or physical address. We wanted you to know we took the time to review the overall situation in depth and we are unable to overturn the decision or make considerations of an appeal to your account. We unfortunately do not disclose the specifics that resulted in our decision. We review many factors before coming to a decision to restrict an account permanently. This is not something we do without proper consideration. As stated in the Restricted Activities & Holds section of the User Agreement, "Under certain circumstances, in order to protect PayPal and the security and integrity of the network of buyers and sellers that use the PayPal services, PayPal may take account-level or transaction-level actions. Unless otherwise noted, if we take any of the actions described here, we'll provide you with notice of our actions, but we retain the sole discretion to take these actions. To request information in connection with an account limitation, hold or reserve, you should visit the Resolution Center or follow the instructions in our email notice with respect to the limitation, hold or reserve." This same section of the User Agreement goes on to state, "Our decision about holds, limitations and reserves may be based on confidential criteria that are essential to our management of risk and the protection of PayPal, our customers and/or service providers. We may use proprietary fraud and risk modeling when assessing the risk associated with your PayPal account. In addition, we may be restricted by regulation or a governmental authority from disclosing certain information to you about such decisions. We have no obligation to disclose the details of our risk management or security procedures to you." A link to our User Agreement: https://www.paypal.com/us/webapps/mpp/ua/useragreement-full#restricted-activities PayPal acted in good faith and in accordance with the User Agreement when denying you access to our services and holding your funds as reasonable measures to maintain the security of PayPal's system and to minimize risk of loss due to chargebacks, disputes, or reversals. As stated above, we are unable to release any funds remaining in your Account balance at this time, and we are under no obligation to disclose the details of our risk management or security procedures to you. We have reviewed your account and this matter thoroughly and we feel that we have taken the appropriate actions or provided ample information to address your concerns. At this time, the option to appeal your account restrictions or close your PayPal account is not available due to multiple violations of our User Agreement. This is a permanent decision and it cannot be overturned. Please feel free to contact PayPal's Office of Executive Escalations at [email protected] if you have any questions or concerns or if we can be of further assistance. Very sincerely yours, ****** ***** PayPal Executive Escalations Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had that account for 10+ years l. I did not do try and circumvent and limitations because I been with PayPal for a long time and I sent in the right documents. Business Response /* (4000, 9, 2021/08/14) */ Better Business Bureau Case Number: 948637 PayPal Case Reference: ******** Dear **** *******, Thank you for sharing your concerns regarding PayPal's recent response to your Better Business Bureau complaint. My name is ******* with PayPal's Office of Executive Escalations and I appreciate the opportunity to further address your concerns. In reviewing your original complaint to the Better Business Bureau, I understand you had contacted PayPal regarding your PayPal account limitation, as the account limitation was preventing you from accessing the account. On August 03, 2021, PayPal responded to your complaint and advised we had decided to place a permanent suspension on your PayPal account and no longer provide our services to you as the level of risk associated with your account was too great. At that time, you were also provided with my office's direct contact information for any questions or concerns you may have had with our response. With regard to the documents verification, I would like to confirm you that the Business information provided by you is insufficient and the Vendor/supplier information provided is incorrect to validate the account. I have thoroughly researched the facts of this matter and can confirm our decision remains unchanged. We regret any frustration or inconvenience you have experienced with our services and, while we understand this may not be the answer you were hoping for, we believe our actions to be consistent with PayPal's User Agreement. Should you have questions or concerns regarding a different PayPal matter, you may contact PayPal's Office of Executive Escalations at [email protected] Sincerely, ******* ****** PayPal Executive Escalations Consumer Response /* (4200, 11, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They suspended me for fraud. It's been months. Was there any chargebacks or fraud. No give me my fucking shit back dumb bitch. Thanks.

• Initial Complaint

  07/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wanted to retrieve the password of my PayPal account but they said they couldn't confirm it's me. Please help me resolve this problem, remain blessed.

  Business response

  08/18/2021

  Business Response /* (1000, 5, 2021/08/02) */ Dear ******* ********, My name is ***** with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. I understand that this has been a frustrating situation. It would be concerning when you are unable to login into your account, and I apologize for any frustration this has caused you. After a recent review of your account, I can see that our internal security model has prevented the login activity and password reset. I'd like to assure you that your security is our top priority. Therefore, we must take security measures to help keep PayPal a secure and trusted online payment solution. Our internal security system takes into account several factors to assess potential risks associated with the login. It can happen when you are accessing the account from an unusual device or location. However, I can see that you were able to retrieve the password on July 26, 2021. Further, I would like to inform you that please do not use a VPN or closed private network to access your account. It would be better to use the same network, device, and location while accessing the account. It will help you to avoid any such issues in the future. If you are still facing issues while logging in, then you can send an email to **************************. I am glad that I was able to provide you with a resolution to this matter, and am grateful for the opportunity to assist you. Very sincerely yours, ***** PayPal Executive Escalations

• Initial Complaint

  07/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is in regards to my minor sons account, transaction ID: ***************** transaction in the amount of $195.66 sent to **************************** which my son NEVER authorized! When I tried to dispute this, PayPal stated it was a personal transaction. My son was absolutely scammed and since disputing this we continue to receive texts from an unknown number. I tried relentlessly to get PayPal to investigate this unlawful behavior, in good faith to help other customers and continue to be guided back to my bank who is investigating the charges. Additionally, I've filed investigation with the FBI And FTC claim number: *********. My son is a minor and by no means authorized a personal transaction. His account must be closed effective immediately. I expect a full refund. This complaint has been escalated to the media.

  Business response

  08/18/2021

  Business Response /* (1000, 5, 2021/08/03) */ Dear **** *******, My name is ******* with PayPal's Office of Executive Escalations. Your outreach to the Better Business Bureau was forwarded to me so that I can fully address your concerns. Your complaint is regarding an unauthorized transaction of a PayPal account owned by another individual. It is important to note that this complaint was not submitted on your behalf but on another PayPal Account holder's behalf. Due to PayPal's strict Privacy Statement, we are only able to address account information with the account owner. I apologize for any inconvenience caused in respect of this matter. We have responded to the PayPal account holder directly with a detailed response in relation to your inquiry. We offer our sincerest apologies for any difficulties you or the account holder may have encountered while using our services. Very sincerely yours, ******* PayPal Executive Escalations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩