Date Received: 2020-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: After being a member of Paypal for around 15 years, I received a notice from the company that they have frozen my account since they could not verify my identity. I provided the identify verification documents to the company and they have since not responded. On XX/XX/2020 I received a notice that my account has been restricted and my funds will not be made available for 180 days. My current balance is {$3300.00}. My Paypal email is XXXX I have talked with Paypal customer support and was notified that I violate their Terms and therefore my funds will be frozen for 180 days. I asked which term I violated and was told that they could not share that with me. This is absolutely arbitrary and capricious and doesn't make sense. They have not legal authority to freeze my funds. They do not have a judgment order or any other legal avenues through which they could legitimately freeze my funds for 180 days.
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2019, Paypal sent me an email informing me that my account has been permanently limited and that I can no longer do business with Paypal because Paypal had detected activity that violates Paypal 's buyer protection policies. After researching the matter, I discovered that I had in no way violated Paypal 's buyer protection policies and that it was not possible for me to have violated Paypal 's buyer protection policies because I never had any transaction dispute claims filed for any of my transactions. I immediately tried to notify Paypal about this matter over the phone, and was shocked by the tone-deaf response of Paypal customer service whom insisted that the decision was final and could not be overturned despite the fact that their accusation was false and could be easily be proven false with a review of my account 's transaction history. Due to Paypal 's unwillingness to address the problem and acknowledge their error for permanently limiting my account I filed a complaint with the XXXX XXXX XXXX to hopefully get an amicable and viable resolution. In my complaint I specifically addressed the reason for Paypal 's decision to permanently limit my account, and disputed their claim that I had violated Paypal 's buyer protection policies. The response I received from Paypal for my complaint was outrageous, due to the fact that Paypal failed to address the nature of my complaint by refusing to acknowledge that they made an error in accusing me of violating policies that I clearly did not. Furthermore, Paypal 's response to my complaint took things one step further in the wrong direction by falsely accusing me of having multiple accounts and sending money to myself. Paypal claimed that the accounts I have been transacting with share the same name, address and social security number. Becoming very concerned about these new accusations, I contacted Paypal to get more information about these other accounts with my name, address and social security number, because I only know of having one account with Paypal. It was eventually disclosed over the phone that Paypal had falsely assumed an account that belongs to my brother was mine. I explained to Paypal that my brother and I have different names, addresses and social security numbers which the representative confirmed. In my last phone conversation with Paypal, the Paypal representative also admitted that I did not violate Paypal 's buy protection policies after a review of my account history but refused to overturn the decision to permanently limit my account. Despite the all the evidence that is available to Paypal, Paypal refuses to acknowledge its error in taking such adverse action against my account for false reasons. It is despicable that Paypal would refuse to restore my account when it is evident that Paypal has not performed its due diligence which resulted in falsely accusing me of things that are untrue and ultimately banning me for life.
Company Response:
State: CA
Zip: 91765
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: Please help! I did not authorize transactions on PayPal. I contacted the company but I did not receive any money back. There are 2 amounts was unauthorized. One is {$450.00} to XXXX XXXX and another one is {$500.00} to XXXX XXXX.
Company Response:
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This is a complaint against Paypal for the account user with email XXXX. Paypal has a negative balance for this account totaled - {$930.00}. The negative balance was paid from my XXXX account on XX/XX/2020. An item was sold on XXXX for XXXX. After the sell the buyer requested a refund in which the money was refunded via Paypal for XXXX, which left a negative balance on my Paypal account. The buyer never returned the purchased item ( tracking provided which shows the item was never sent ). This meant the buyer had his money returned and also the item purchased through XXXX. On XX/XX/XXXX, Paypal was paid XXXX via XXXX ( document provided ) to cover the negative Paypal balance. A dispute was opened with XXXX and Paypal which stated that I never received my item I sent to the buyer and money has been sent to Paypal through XXXX to cover the negative balance. Today XX/XX/2020, I still have a negative balance in Paypal and XXXX has paid Paypal on XX/XX/2020 but Paypal has NOT updated the Paypal account to reflect this payment. I would like Paypal to acknowledge this payment and to bring the account current.
Company Response:
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I made a purchase for XXXXEUR through a website and used Paypal to do so. I used a debit card and wanted my card issuer to convert the currency upon receiving the transaction. Paypal defaulted to converting the currency for me and charged me a fee to do so. According to my Paypal user agreement, it is my choice to have Paypal or the card issuer convert the currency. I called Paypal and after spending an hour on the phone and escalating three times, a woman named XXXX would not refund the conversion fee to me nor fix the issue. She kept telling me it is up to the merchant to decide if Paypal or the card issuer will convert the currency. I told her that was wrong and what my user agreement stated. Paypal has charged me an illegal currency conversion fee in violation of my Paypal user agreement and I want the money refunded to me.
Company Response:
State: UT
Zip: 84116
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020 I was notified by email and push notification on my cell phone that exactly {$500.00} cash was withdrawn at a XXXX location via my PayPal account. Per the PayPal application on my phone this happened at XXXX XXXX PST. Within minutes after receiving the notification I contacted PayPal to let them know of the unauthorized transaction. They said they would open a case and it would be no problem getting my money back after they looked into it. After not hearing back from PayPal for days, I reached out to them. They told me that they could not prove any fraud and they had to deny my claim. They claimed they could see the transaction was done on my IP address that I have used to sign into Paypal before and they claimed it was done on my cell phone which I have used to sign into Paypal before. They also said XXXX is required to check photo ID when anyone does a cash withdrawal. I asked PayPal to tell me which XXXX the transaction occurred at. They told me they could not provide this information. I went to my local XXXX in XXXX XXXX, California and they told me unless Paypal can provide the location that it happened they could not pull the security tapes to prove I was not there making any cash withdrawal. After calling Paypal back multiple times and explaining the issue they claimed to have reopened the case on two separate occasions. After giving them every opportunity to correct the issue and having them never proactively reach out to me to follow up on any of their investigations it is clear that in their mind no fraud has happened. I am the only person who has access to my PayPal account and I have not had an ID stolen or lost. I never even knew you could withdraw cash through PayPal at a XXXX and am 100 % certain this is fraudulent. After giving up on my attempts to solve this with Paypal I took to the internet to find any further information. One of the first things I came across after a quick XXXX search was this : https : //www.paypal-community.com/t5/Disputes-and-Limitations/Unauthorized-withdrawal-through-XXXX XXXX This is a forum post on Paypals own forum website. Dozens of other people have had this same issue surrounding cash withdrawals at XXXX locations through their Paypal accounts. Most of them had exactly {$500.00} cash withdrawn as well. I brought this up to Paypal and they just dismissed it choosing not to even acknowledge its presence. They just say their team looked at the case and denied the claim. They claimed I was talking to the highest authority they had even after I let them know I was taking this to the consumer financial protection bureau if there was nothing else they could help with. Please help put a stop to this scam and let me know how else I can help to get this sorted out on a personal level and for potential victims in the future. my Paypal account is under my name and/or my phone number.
Company Response:
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Paypal advanced me money for use in my business around XX/XX/XXXX. I sold the business and the new owners were to repay the debt as part of the deal. They closed the business in XX/XX/XXXX. In XX/XX/XXXXpaypal reached out to me and said I have an outstanding balance of {$1900.00}. I explained that it was supposed to have been paid by the new owner and I would contact them about it. In XX/XX/XXXX paypal reached out to me about the debt and by that time the people I had sold the business to were long gone. I tried for a couple of months to get ahold of them. Paypal continued to reachout to me and I told paypal that I would take care of it and in XX/XX/XXXX I started making payments on it. XX/XX/XXXX made the final payment of {$1500.00}. ( I have the bank records to prove it ). In XX/XX/XXXX ( XX/XX/XXXX ) I received a letter from XXXX XXXX , XXXX, with the acount # XXXX asking for payment of $ XXXX.for paypal.I called them and said it had been paid and never heard from them again. Now I have just recieved a 1099-C for the amount of {$1700.00} saying its for paypal and is charged off and I need to declare it on my taxes. This is not right. I paid my bill and should not have to declare this. I have the bank records that show payment to Paypal in full.
Company Response:
State: CA
Zip: 91364
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019, XXXX XXXX came and purchased my couch for {$100.00}. She paid me through paypal. 10 days later she disputed the transaction through her Visa debit card that she did not receive the couch. The bank opened a dispute with Paypal and the {$100.00} was taken out of my Paypal account. I have videos and proof that she took my couch. XXXX is not denying it and sent me a letter from her bank, XXXX XXXX XXXX XXXX that she lost the case. Paypal decided on my end that they are saying it was decided in the buyer 's favor ( XXXX XXXX ), but neither her nor I have the {$100.00}. Paypal also charged me a {$20.00} chargeback fee. This is such a scam and fraud of Paypal. I have attached a letter that was sent to XXXX proving that she lost and that I won. Paypal is saying that I lost because I didn't have seller protection. I don't need seller protection when I have proof that the bank sided with me in my favor.
Company Response:
State: OH
Zip: 45440
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My complaint is with PAYPAL , INC., NMLS # XXXX, LICENSE # XXXX I requested PayPal to permanently CLOSED my account, over 2 years ago. At that time, I communicated that PayPal was no longer authorized to transfer funds from my bank accounts and that all personal bank account routing information should be permanently deleted from my PayPal files. My request was obviously not honored. On XX/XX/2020, PayPal sent me a communication stating the following : " We're concerned that someone is using your PayPal account without your knowledge. Please log in to PayPal to confirm review all your recent activity. Your quick response will help restore your account. '' I consider PayPal 's decision not to close my account as requested unethical and their XX/XX/2020 communications to deceptive. I seek the help of CFPB to verify the following : 1- My PayPal account has been permanently closed ; 2- All my personal bank account routing information has been deleted/removed from their files ; and 3- My name has been removed from all marketing list and including third party information sharing. Sincerely, Don'tMessWithThis Senior
Company Response:
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: My business Paypal account. I received an email from Paypal that they were sending me a business debit card. I DID NOT apply for a card. If I did not see the email and the drop dead date they would have automatically sent me a credit card. This is wrong and should be investigated. Under Regulation Z, which implements the Truth in Lending Act, its illegal for a credit card company, store, or other entity to send you a credit card you didnt request. ( 12 C.F.R. 226.12 ).
Here is their email : On Tue, XX/XX/2020 at XXXX XXXX PayPal
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A