Complaints

This profile includes complaints for PayPal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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PayPal, Inc. has 16 locations, listed below.

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• 

  PayPal, Inc.

  2211 N 1st St San Jose, CA 95131-2021

  
• 

  PayPal Canada Co

  506 - 661 University Ave Toronto, ON M5G 1M1

• 

  PayPal, Inc.

  PO Box 9258 Wilmington, DE 19809

• 

  Braintree

  222 Merchandise Mart Plz Fl 8 Floor 8 Chicago, IL 60654-1070

• 

  PayPal, Inc.

  PO Box 29102 Shawnee Msn, KS 66201-1402

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 29th 2022, PayPal emailed me saying my account had been permanently limited. I had no prior warning. At first they did not indicate a reason why. After a few weeks of waiting for PayPal to get back to me, I see that it says they permanently limited my account due to my activity. I am not a seller. I have never sold anything. My activity is perfectly normal. I do not use PayPal in nefarious ways nor against the user agreement.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 8, 2022/10/25) */
  Dear **************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal
  
  
  Consumer Response /* (3000, 10, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Paypal failed to prove to me that I did something wrong. How will I prevent this from happening again if I do not know what I did to violate the user agreement? I am 100% certain I did not do anything that goes against Paypal policy. After being a customer for over ten years, I received a generic reply basically explaining nothing. I would love to get this resolved. Please escalate this further. Thank you for your time.
  
  
  Business Response /* (4000, 12, 2022/11/07) */
  Dear **************,
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 14th 4:36pm I received an email from PayPal saying
  After a review, we decided to permanently limit your account as we found potential risk associated with it.
  As a result, we can no longer offer PayPal services to you.
  Any bank or credit card information that's linked to your PayPal account cannot be removed nor can it be added to another account. You can still log in and see your account information but you can't send or receive money.
  If you have funds in your PayPal balance, it will be held for up to 180 days. After that, we'll email you with information on how to access your funds.
  I have been using this company since 2005 with little to no issues or complaints. I still had funds in my account that I need to use this month************************************************************** I will not be able to see till the 6 months is up and they even said that's a maybe! There is $707.78 in tmy account that I need asap..they told me they have the right to not tell me why my account was closed and no longer want my service since I am hazzard to the company? I still owe to PayPal but how can I pay them when I account is blocked and they no longer want anything to do with me for some reason that they can not tell me. If you need any more info on this issue please feel free to ask! This has been happening to alot of paypal users this year and it seems like they are scamming the people out of their money. I call PayPal everyday and they seem not to care or have any answers for me. I would like for them to give me what is owed to me and that is the amount of $707.78
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 8, 2022/10/25) */
  Dear ***********,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello sir my******* account is parmanety limitation. please help me sir restore my******* account.Help me sir Remove******* account limitation.
  Thank you
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 8, 2022/10/24) */
  Dear ************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal
  
  
  Consumer Response /* (3000, 10, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Remove PayPal account limitation
  
  
  Business Response /* (4000, 12, 2022/11/04) */
  Dear ************,
  
  My name is******, and I am writing on behalf of PayPal, Inc. in response to your complaint.
  
  I have determined that this complaint falls outside the scope and jurisdiction of PayPal's United States offices. As such, I am unable to address the concerns within the complaint; however, I forwarded your complaint to the relevant PayPal offices for review.
  
  Although I am unable to address your specific concerns in this contact, I encourage you to explore the dispute options available for your country, which are located in PayPal's User Agreement applicable to your account. You can view the User Agreement applicable to your account by clicking on the 'Legal' link located on the bottom, right-hand corner of any PayPal page and selecting the country in which your PayPal account is registered.
  
  Very sincerely yours,
  *****
  PayPal Executive Escalations

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a PayPal account on September 16th, 2022. I turned 18 on August 18th, 2022. I got asked to verify on September 16th, 2022. Upon providing an image to prove my identity, I was promptly restricted for being "Under 18." (Limited on September 17th, 2022.) This is clearly false, and should be undone. I will provide documents here as well, the same image I sent to PayPal.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 8, 2022/10/26) */
  Dear *****************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-12-2022, I processed 3 transactions via my verified Paypal account that I have been using with no issues for a while. I sold items to a neighbor (*************): a bedroom set and 2 vehicles as I am relocating across the country and physically unable to move all of my personal belongings such a long distance. The bedroom set was sold for 1500.00, the original paperwork showing I purchased this set one year ago was provided to Paypal. I also sold two vehicles: a ********************************** The bill of sale for the sale of both vehicles were provided to Paypal. My neighbor, *************, created his Paypal account unknowingly using my credential instead of his own to pay for the merchandise. Therefore, Paypal thought that I had created the second account instead. I explained this information to Paypal on three different occasions when I contacted them by phone. They stated that I would receive a decision via email within 3-5 business days. The decision did not change any my money, over 10,000 USD is locked and unavailable for use for 180 days. I will be homeless in under 180 days if they are to hold my money for that long. The purpose of me selling the items to begin with was to fund my relocation to **********. I am scheduled to begin work in under a month in ********** and without access to my funds, I will not be able to take my new job opportunity. This is a major issue because I have already resigned from my job in *********** and informed my landlord that I will be moving. I also have numerous expenses that I need to cover using the funds being unjustly held by Paypal. I have used there service to sell multiple high dollar items and never had any chargebacks. My neighbor was also willing to speak with Paypal, but they have been uncooperative while holding my money and has not contacted me back anymore as promise. Please help. I have two toddlers under 2 and cannot afford to lose everything I have worked so hard for due to Paypal holding my money.
  

  Business Response

  Date: 12/09/2022

  Consumer Response /* (-5, 8, 2022/10/27) */
  ***Document Attached***
  
  
  Business Response /* (1000, 9, 2022/10/27) */
  Dear **************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to review my purchase through PayPal before making payment. I was notified that the amount $189.00 was held. The window with the information quickly went away and so i went back to my cart and completed the purchase, however my bank has the same amount in process twice. One amount is held until the merchant completes the transaction. I have been in contact with my bank, the merchant, and PayPal for days while the purchase hase finished processesing and the hold is still in limbo. PayPal will not release the hold on my money and all I did was be their customer. I have no way to review this transaction as it does not appear on my PayPal transaction history.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 6, 2022/10/25) */
  Dear ***************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Letter
  *********************
  September 18, 2022
  To whom it may concern,
  Greetings of peace! I, ****************, am writing this letter to raise a complaint with respect to PayPal's services. On the 29th of August 2022 (August 29, 2022), Monday, at 05:15 AM, I received an email notification indicating that I "can no longer use PayPal's services" for the sole reason I am underaged as written on the user agreement of PayPal. Consequently, they have placed a permanent limitation onto my account. However, I am now of legal age because I turned 18 this year on May 24, 2022, and I assure PayPal and ********************** that I have followed all the rules and regulations written in the user agreement of PayPal. I suppose PayPal had my age incorrectly checked by their system or did not thoroughly review the documents I submitted to them when I tried to change my name for correction. I kindly appeal to PayPal Pte. Ltd. to lift the ban or recover my account from permanent account limitation. In addition to that concern, I would like to kindly request to correct my name *****************************************************
  I hope for the kind consideration and cooperation of PayPal Pte. Ltd. regarding this issue I am experiencing.
  Here is my reference ID: *****************
  
  Sincerely,
  *********************
  Complainant and PayPal user
  ************************
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/25) */
  October 25, 2022
  
  Dear ******************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account access was permanently limited for violating the buyer protection policy noting that I have never sold any items.
  
  I would like my case to be reviewed again and my account access to be restored.
  
  Thanks
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Dear,
  **************
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am contacting you because due to the fact that my Paypal account has been permanently limited (Reference ID:******************). Unfortunately due to the permanent limitation I am not able to access the Resolution Center nor to contact Paypal customer service as I was in the process of submitting the required documents when my Paypal account was suddenly locked and I could not access messages anymore and so being able to proceed with sorting out the matter.
  
  So far until I had full access to my account I was asked to provide some ID documents which were provided as well as giving some explanations about some transactions in July and August 2022. Normally I use my personal Paypal account just for small payments but recently I was sent some funds which are higher than usual from a friend of mine. I was not given specifics by Paypal so I am assuming that was due to 4 transactions I have received from my friend. These would have been realized on the 27th July (Transaction ID ***************** and Transaction ID *****************) , 30th July (Transaction ID *****************) and 4th September (Transaction ID *****************). These are transactions between friends for which I have a support letter stating they are legit transactions so they fully respect the legal agreements for Paypal services.
  
  Unfortunately due to the account limitation I cannot submit such proof to the Paypal Resolution Center or anywhere in my account as well as I tried to contact Paypal through phone and email with reference*********************** but Paypal did not resolve my problem avoiding sharing any information about the issue and giving just general answers.
  
  Hoping you can kindly take care of this issue I am forwarding you the following documents:
  1. Proof of ID 2. Proof of residence 3. Support letter from my friend, sender of funds.
  
  If further documents are required please let me know. For further information do not hesitate to contact me.
  Best regards,
  
  **********************
  

  Business Response

  Date: 10/31/2022

  Consumer Response /* (-5, 5, 2022/09/27) */
  In addition to the formal complaint I would like to clarify that since transactions are legitimate and proved by formal letter from my friend and Paypal stated they are deciding to suddenly stop permanently my account and keeping funds on hold for almost 6 months without chance of appeal, which looks to me a clear abuse against customers since required documents were partially sent or on the process to be with all information and stating the reasons of transactions. Also personal contacts were shared with them so they could reach my friend for further verifications. My acts were transparent and I expect a business to take into proper consideration issues like this checking facts and giving solid explanations about their behaviors or decisions. Deciding to hold customer funds is something that must have extremely solid reasons.
  
  
  Business Response /* (1000, 6, 2022/10/26) */
  Dear *****************************
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  
  Sincerely,
  PayPal
  
  
  Consumer Response /* (2000, 8, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After appealing Paypal decision to permanently lock my account thanks to**** I was able to get a further revision from some higher Paypal associates that decide to unlock my account. Restoring my account was the main goal so I am happy with the outcome thanks to the intervention of****.

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I converted my fresh (and only) paypal account into a business account ************************ and I use a different name for work, As I changed to business account, I got permanently banned for no reason and without any explanation, I don't even have a single transaction. I really need paypal to communicate with my clients and recieve payment for my commissions (now and the future ones)
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Dear *************** ,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the PayPal website.
  
  Sincerely,
  
  PayPal