PAYPAL HOLDINGS INC.

2019-10-18

Viewfield, SD

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with non-monetary relief

Timely Response

2019-10-18

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2019-10-18

Rncho Domingz, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2019-10-18

AL

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2019-10-17

Denver, CO

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2019-10-17

North Hollywood, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I paid {$1300.00} for 100 backpacks using PayPal 's service. The seller did not " ship '' my product, but instead sent me fake tracking info. I paid {$1300.00} for 100 backpacks using PayPal 's service. The seller did not " ship '' my product, but instead sent me fake tracking info. PayPal refuses to refund my money, despite the seller clearly defrauding me out of {$1300.00}. Case # XXXX Account ID : XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-10-17

WI

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I sold a boat on XXXX. Reveived {$500.00} down payment thru PAYPAL, About 2 weeks later the buyer picked up the boat from me and paid balance of {$920.00}, Buyer made the PAYPAL transfer when he actually picked up the boat from me on XX/XX/2019. Paypal has frozen my account demanding package tracking information and to verify a bank account, and copy of my state ID. I verified a bank account, sent copy of my licence, but since buyer picked up the boat i don't have tracking information. After many calls I was told it should be lifted within 24 hours, on XX/XX/2019. But instead of it being listed I got a email stating I owe them money from something linked to a email address never had, from a dozen years ago. I have been using paypal for years, but has always been small purchases I made, not recieved, If I owe them this money, why did they not ever inform me. Bottom line is they are freezinf my {$920.00}, even though they know buyer already in receipt of item.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Arco, CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I have had an account with PayPal for many years. More than a decade, if I recall correctly. My PayPal account is linked to a checking account that PayPal draws from. I currently have a balance of approximately {$10000.00} in my PayPal account. Three days ago, I attempted to transfer {$9800.00} from my account to the linked checking account. The transfer was denied. I then attempted to transfer funds to another linked checking account, also denied. I attempted to transfer funds to each of three linked debit cards, all of which were also denied. I repeated these efforts on the following days. Today I called PayPal and was told that there is an unspecified security hold on my account, as a result of which I am not allowed to transfer my own money out of it, ever, to any of the bank accounts that are linked to it. I can only use it to buy things on PayPal, send money to others, or withdraw cash at ATMs up to a limit of $ XXXX a day ( and subject to the {$3.00} transaction charge imposed by ATMs ). Thus, what should be an instant online transfer will take me 20 separate trips to the ATM and cost me {$60.00} in ATM transaction fees over the next ten days. PayPal will not give any reason why it will not allow me to transfer money out of my PayPal account, and tells me that there is no solution.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Foothill Ranch, CA

Wrong amount charged or received

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I tried selling an XXXX XXXX XXXX on XXXX and typically use paypal as the intermediary to help me collect my money for selling my products online. I have sold numerous items in the past but for some reason, selling this XXXX XXXX XXXX has become a complete nightmare for me. I don't have all the exact information because the information is in my paypal account currently and Paypal refuses to allow me to log into my account. This was maybe a year or two ago, but I offered a XXXX XXXX XXXX on XXXX for pretty cheap because I was trying to get rid of it. Once a buyer accepted my offer, I proceeded with the usual steps one takes to ensure that the transaction goes through. I paid for the shipping fee that was coming out of my pocket to the buyer and thought that would be the end of this transaction. However, for some reason, despite my delivery and payment of shipping to the correct provided address, the buyer never ended up taking the product. The package has most definitely been redelivered numerous times, each time ending up as a failure. So, eventually my XXXX XXXX XXXX was returned to me and the transaction for almost selling my XXXX was reversed on my Paypal account which makes sense. HOWEVER, despite being the responsible seller of the product that fulfilled every part of the transaction, Paypal then decides to unjustifiably charge me an additional {$150.00} without cause somehow even though I was the seller of the transaction and have already returned the funds I would've received from the sale of my Ipad. I have spent numerous hours and different days explaining my position to the customer agents at Paypal but they never ended up doing anything. To make things much worse, they eventually sent the charge of {$150.00} to a debt collector, whom I've also spoke to and explained my circumstance but to no avail. Each time I try resolving this simple issue of overcharging the wrong person, I would get the response from the agents at the debt collection agency. " Sir, you need to speak with paypal customer service representative to resolve this issue because we can not do anything on our end. '' Then, the debt collection agency would patch me through to a paypal agent or customer representative. The hilarious messed up part of this whole experience is that the moment I reach a paypal agent or someone, the phone call would just get dropped as if they are purposely not allowing me to contact them. So, not only are they preventing me from accessing my paypal account that has all the information of the transaction and delivery tracking number, they constantly refuse to talk to me. I have reached out to them probably over 10 times over the last few years & months all at random times and dates only to experience the same behavior by the people at Paypal over and over again. In fact, at some point, I realized I couldn't even reach the paypal agents if I wanted to to try and resolve a problem they wrongly put on to me. Each time I call Paypal now, I immediately get transferred to the debt collection agency. And each time I explain my circumstance to the debt collectors, they patch me to paypal supposedly and paypal just immediately hangs up on me. I have never been more frustrated, annoyed, and pissed-off angry at the service provided to me. I'm not even sure how to go about fixing my problem because the customer representative of both Paypal and the debt collection agency keep sending me to dead end solutions with no possible resolution. I am very frustrated by the way I have been treated and am certain that if I were to take this into any type of court, I would most definitely win my case for the representatives at Paypal have absolutely no excuse for their behavior and actions against me.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Detroit, MI

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-10-16

Ballard, WA

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2019-10-16

OH

Problem with customer service

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: PayPal has repeatedly lied to me about the refund I should have received days ago. XX/XX/XXXX they said I would have my money by XX/XX/XXXX or in two days. Then they said I would have it by XX/XX/XXXX ( holiday ) = XX/XX/XXXX. I contacted PayPal numerous times asking where my money was. They gave me different answers each time. I don't think they know where my money is. I'm tired of them lying to me. Details : Transaction ID : XXXX Sale date : XXXX XXXX PDT XX/XX/XXXX The seller issued a refund for {$670.00} I was told I would have the refund in two days. XX/XX/XXXX PayPal over telephone assured me I would have my refund by XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Body Only ) Item # : XXXX Sale price : {$600.00} Quantity : 1 Seller : XXXX
Company Response: Closed with monetary relief

Timely Response

2019-10-16

Queens, NY

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XX/XX/2019, PayPal made my remaining Account balance of {$1500.00} available for me to withdraw as 180 days had passed since my Account was limited ; and they notified me of this decision via email to : XXXX which is my Paypal account. Thank you.
Company Response: Closed with explanation

Timely Response

2019-10-16

Three Bridges, NJ

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: On XX/XX/19 my paypal acount was abruplty limited by paypal and they requested documents. Legitimate documents that were requested were provided and thereafter for absolutely no reason my account was placed on indefinite hold with {$1700.00} in the balance. This is is an illegal and unjust hold of funds and is causing me a financial burden.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Las Vegas, NV

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XX/XX/2019, PayPal made my remaining Account balance of {$520.00} available for me to withdraw as 180 days had passed since my Account was limited ; and they notified me of this decision via email. Thank you.
Company Response: Closed with explanation

Timely Response

2019-10-16

Bronx, NY

Unexpected or other fees

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: My complaint is against PayPal for failure to release funds when promised, and for punishing me for failing to fall for their attempted extortion of an additional, excessive fee in order to expedite the process,. On XX/XX/XXXX, I sold two items that I owned ( legally ), on XXXX totaling {$2500.00}. At that point, PayPal advised that there was a hold on the funds for 3 weeks. This apparently originated from XXXX, since it was a big sale and a new account. After the three weeks, the money was released into my PayPal account. PayPal took a fee of {$72.00} for the use of their service. I then tried to transfer the remaining {$2400.00} to my bank account. At this point I was offered expedited service for an additional fee of {$24.00} ( 1 % ). Upon declining the expedited service, I was informed that this activity was suspicious and that my funds would not be available for another 8 days. This is clearly retribution for declining to pay the additional fee. If they had suspected anything suspicious, they already had 3 full weeks to investigate. Additionally, there was no warning that the activity was deemed suspicious prior to being given the option to pay and have my money in minutes or not pay. I have repeated attempted to contact customer service, but they send a cookie cutter response and refuse to address the actual issue. It should not take 28 days to receive my money from a valid sale, and they should not be able to punish me for not paying and additional and in my opinion, excessive fee.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-16

Houston, TX

Communication tactics

Debt collection: Credit card debt

Called before 8am or after 9pm
Company Response: Closed with explanation

Timely Response

2019-10-15

NC

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Paypal is exploiting their virtual platform to avoid reliable human resolution and taking consumer funds without recourse. They then hung up the phone without resolving. I sent {$750.00} instant deposit to my daughter via Paypal for an emergency. Minutes later my daughter advised she received notice she will receive funds via e-check in 3-5 business days and not in minutes as advertised. I reached out to Paypal to express urgency. Spoke to multiple reps and supervisors. They said they could not stop the transaction nor expedite the payment. Paypal effectively hijacked my money by not giving me an option to cancel the transaction or providing a stop payment. I voiced the fact that they deceptively advertised an instant deposit and did not provide disclosures setting true expectations of funds availability. No pop-up was provided to say " before you send, funds will be sent by check in 3-5 days '' ... no clear notice. I stayed on the phone for more than 2 Hours. I believe they purposely kept me holding on the phone to wear me down so that I can go away. But I'm not quitting on my daughter during an emergency because a company has poor customer service or simply no respect for customers. I even offered to provide additional documentation confirming that my bank account has sufficient funds. They still claimed that they couldnt help me. This company is exploiting their virtual platform to avoid reliable human resolution and taking consumer funds without recourse. They then hung up the phone without resolving.
Company Response: Closed with explanation

Timely Response

2019-10-15

Mount Pleasant, SC

Confusing or missing disclosures

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with monetary relief

Timely Response

2019-10-15

Key Biscayne, FL

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I can not access my Pay Pal account. I have a two-step verification authentication to sign in into Pay Pal. On XX/XX/19, I changed my telephone number. I called Pay Pal to inform them that I no longer has this cellular phone and their response was that the only choice I have is to close the account. I currently have a {$200.00} cash balance and {$120.00} amount due. I would like to keep my Pay Pal account open, I can provide additional information to validate my identity. Thank you. XXXX XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-10-15

Symbol, KY

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with monetary relief

Timely Response

2019-10-15

Houston, TX

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Paypal has been the absolute worse company I have ever had the pleasure of doing business with. I used paypal as a payment processor from selling on XXXX. They arbitrarily closed my account while I had active shipments and payments and are holding my money for 180days. This has caused me to suffer monetary loses as I only sell personal things. They also removed money out of my account while its was closed to pay someones elses debt which I did not or could not authorize! On top of that they have taken their fees and are getting interest from my money
Company Response: Closed with explanation

Timely Response

2019-10-15

MD

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: XX/XX/2019 : The Paypal phone app informs me that I can not transfer {$2500.00} to my verified bank account. I called Paypal customer support. Transferred to Transactions department. 1st line person in Transactions Department admits that she can not see why I can not transfer my account balance to my bank account. She transferred me to her supervisor. Supervisor says that I can not transfer the balance to my bank account because my account is " limited '' ( Restricted in what it can do ). She transfers me to the Account Limitation department. I follow the prompts from Paypal 's website and clear the limitation by creating a new password. The Account Limitation department 's 1st level person confirms that the limitation is removed and that the transaction should go through. When I inform her that the system is still rejecting the transfer of my balance to my bank account, she tells me that the system is probably restricting the transfer because the account has not been used for this size of a transaction previously. I ask her how much the system will allow me to transfer. She says " Try {$500.00}. '' She says that " No one can control the system. '' I tell her that the system is not magical and that I just want to know how much I can transfer, without trial and error. She does not know how much can be transferred. She admits that she is ignorant of that information. Paypal has not trained their staff sufficiently to inform customers of the restrictions on their transfer of their account balances. She transfers me to a manager. The manager, " XXXX '', is also in the Limitations Department. XXXX tells me that the account has not accepted the clearing of the limitation and that I must wait 24 hours. He is condescending in saying he " is sorry that [ I ] feel that way '' and hangs up. Time used on call was 2.5 hours. I have found that severely compartmentalized information, very long hold times, and transfers to multiple departments to be the common process with Paypal. In my role as an attorney, we had an estate with funds in the decedent 's Paypal account. Paypal would not release the money for 9 months, until we finally involved the CFPB. The check was then received 2 weeks later. This is a pattern and practice of Paypal to force customers to leave money in their Paypal account. Ostensibly, it is so they can earn interest on the money. This is a fraudulent financial practice.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-15

East Brooklyn, CT

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with monetary relief

Timely Response

2019-10-15

Coral Springs, FL

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I have made a purchase through PayPal on the XXXX XXXX website. The merchant failed to ship my merchandise - shipping only a portion of the order ( {$120.00} worth ), and not shipping more expensive items ( {$280.00} worth ). The merchant created XXXX shipping label ( XXXX ) yet the items were never sent to XXXX. When PayPal investigated the case, they agreed with the merchant that items shipped previously satisfied my claim. However, PayPal did not give me an opportunity to support my case and simply closed it with no further recourse, when merchant sent to PayPal two earlier shipment receipts. I clearly stated in my complaint to PayPal that my claim was : 1. The merchant defrauded me by not sending the expensive items and creating a fake XXXX label 2. The items that were shipped were of the substandard quality I believe PayPal misleads public by offering case resolution and protection services when in fact, it sides up with fraudulent merchants without giving customers a chance to recover money. I learned that the XXXX is a XXXX company and I have asked PayPal to stop supporting this fraudulent merchant, to which they refused. I believe by supporting fraudulent merchants, PayPal itself engages in fraudulent activities.
Company Response: Closed with explanation

Timely Response