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.

  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:09/14/2022

  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.

  I purchased an item using PayPal and the seller shipped me an incorrect color so I requested the seller provide a return shipping label to exchange it. The seller provided the return shipping label and received the return but did not ship a replacement and cancelled the order. No refund was issued and they stopped contact with me. I filed a PayPal dispute and provided the return email and shipping label but PayPal ignored this and sided with the seller, complete fraud and theft. The purchased amount was only $54.96 but the fact that PayPal is complicit in theft by ignoring evidence that I returned the item is moving me to minimize use of their payment service going forward.
  

  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:09/14/2022

  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.

  The company permanently limited the use of my account and is freezing my funds within it - $1,471.38. I have tried contacting the company to speak with a representative but none was able to resolve this issue. No explanation was offered for why my account was permanently limited.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 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

• Initial Complaint

  Date:09/14/2022

  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,
  
  This is regarding Case ID #************** .. I am a PayPal seller.
  
  Transaction ID: *****************
  
  - I sold (3) brand new ************************ phones to a buyer. The buyer confirmed the phones working, in good state.
  
  - The buyer immediately sold the items to their customer(s).
  
  - 60 days later, the buyer opens up a case saying the phones arrived defective.
  
  - The problem here is, ******* disabled the phones from their end, due to a break in their TOS from the customer.
  
  - The buyer now wants to ship back the phones and get a $3000 refund, claiming they are "Defective", which was well after the sale date and confirmation of working phones. This is not a seller issue. This is outside of anybody's control but the buyer.
  
  - I called Paypal twice and explained this to them, and they even reviewed the case with me. The phone calls add up to over an hour long. The 2 representatives agreed, and assured me, that I am seller protected from this kind of criminal activity.
  
  - I even attached text conversations, where even the buyer clearly confirms that the devices were once working, and only stopped after already heavy use by their customers. You will also see in the texts, that the buyer attempts to change up their stories on what happened. Attempting to grasp at any reason to return,
  
  - Customer is now trying to benefit and somehow get his money back, by pinning it on me, and abusing the PayPal dispute feature.
  
  - This is NOT a seller issue. This is something that needs to be handled through the manufacture.
  
  - I then got an email last night from Paypal, stating the following: "We've been reviewing a case your buyer filed against you and decided the best course of action is to have them return your merchandise"
  
  **This is obviously the wrong decision, and I need this reviewed immediately. How do you not see that returning broken devices CAUSED BY THE BUYER isn't an insult to the seller? I have no use for them now, so this guy stole $3000 from me.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 8, 2022/10/21) */
  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:09/14/2022

  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.

  Paypal Limited my account permanently and never gave me a reason why. This means I can no longer use their services. I've used them for years I don't understand why I am having an issue now. I got on the phone with them and they would not give me a reason why. I use Paypal for personal things such as Spotify(Music), Youtube Premium, gaming, and paying friends for food. I feel as though my account with them has been wrongly banned.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/21) */
  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:09/14/2022

  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.

  My PayPal account was hacked and PayPal took a total of $4485 out of my account in the form of 15 $299 transactions. Then in an attempt to fix the problem they refunded 21 transactions of the same amount which totaled $6279 which was obviously too much. Then in an attempt to fix the problem they deducted 12 more of those transactions in the amount of $3588 which overdrafted our bank account again. We were on with customer service at PayPal for over an hour and they claim they did not receive the funds from our bank even though we are looking at our bank statements with our bank associate showing the money being taken out and added. They refused to give back the money owed. I have all bank statements and recorded conversations with PayPal. We didn't even bother to ask them to help us with overdraft fees from their fraudulent activity. The account was secured by PayPal after the first transaction so all other transactions were directly from PayPal
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/24) */
  Dear ************,
  
  This is **** with PayPal's Office of Executive Escalations, and I'm reaching out to you about your ********************** complaint (*******). Please accept my most sincere regrets for any frustration or inconvenience you have experienced as a result of an inability to get the refund for the unauthorized payments. It is understandable how this would be a cause for concern and I appreciate you bringing it to our attention.
  
  I want you to know that I've reviewed your concerns and wanted to provide more information on what has happened. I can see that for the below unauthorized transactions dispute cases
  
  ********************************************************************************************************************************************************************************************************************************
  
  were accepted and you have received refunds for all the above 15 transactions. However, if we look at all the other transactions we never got any funds from your bank account (bank transfer failed) except for transaction id ***************** (bank transfer completed). As a result, when the bank transfer failed for all the other transactions, your PayPal account went into negative balance.
  
  Furthermore, for this specific Transaction Id *****************, you filed an *** return with your bank so, on our end, we didn't issue a refund and you should get a refund from your bank directly. So, overall I see 14 refunds from PayPal.
  
  Additionally, as your bank assessed these fees, and no PayPal errors occurred during the processing of the payment, I am unable to fulfill your reimbursement of your bank fees. I recommend that you work directly with your bank for resolution.
  
  Thanks again for letting us know about your experience and giving us an opportunity to make it right. If you have any other questions or need additional help with this matter, don't hesitate to reach back out to us. Just reply to this email or send a new one to *************************** and we will get back to you. You can also check out the PayPal Help Center for day-to-day questions you might have about your account.
  
  Sincerely,
  
  ****
  PayPal Executive Escalations
  
  Copyright (c) 1999-2022 PayPal. All rights reserved.
  
  
  Business Response /* (-10, 9, 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

• Initial Complaint

  Date:09/14/2022

  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 September 11th, I received a sell through paypal for an ********* product I sell online. My account was then limited, so I did the proper steps to resolve it like upload my id & share shipping information for this product to the person who bought the product (was ********************************). It was suppose to be followed with a review but Then I was notified several minutes after that my account was immediately permanently limited. My account said that I could no longer use PayPal. I tried talking to customer service but they said I was still in the review process ? But I couldn't access my account or contact anyone because my account was permanently limited. I've done business through PayPal for ********* before for almost a year and never had come across this issue or was notified prior that it went against user handbook, which I read again to find nothing wrong. The person purchase product off of my site that goes to my PayPal, so it shows their name. I've also sent in tracking information of the product shipped to that persons address.it has been extremely frustrating because I'm unable to talk to a real person and then when I finally do they are unable to tell me what I did wrong or why my account is limited. If I could have my account restored and the limit lifted I would appreciate that. I would also like to know what I did wrong so that it won't happen again if I did go against the user agreement.
  

  Business Response

  Date: 11/07/2022

  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

• Initial Complaint

  Date:09/14/2022

  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 8TH SEPTEMBER, 2022, PAYPAL sent me an email that my account was suspended for 180 days. the reference ID for this email was ************. Their main reason for closing my account was that they noted some suspicions which they NEVER EXPLAINED.
  
  This was an injustice on my end by PayPal. On several occasions, I have tried matching my PayPal account with********** but this has never been possible despite the linking ***************, assuring me that my details are matching well. It's sad that all my attempts to link my two accounts resulted into suspension of my PayPal account.
  
  I honestly appeal for my PayPal account to be made functional again.
  
  please help
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 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

• Initial Complaint

  Date:09/14/2022

  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.

  Hi team,
  
  My Paypal account was "limited" and I have been told "You can no longer use PayPal"
  
  Upon receiving this I obviously enquired why this would of been the case and received no clarification as to why or what transactions I had done to have been "limited" on this site.
  
  On the resolutions page I was advised my case number is the following: Reference ID: *****************
  
  But the reasoning on the resolutions page was" At PayPal, we value a safe community for our customers to do business. We've noticed activity in your account that's inconsistent with our User Agreement and therefore can no longer offer you PayPal services." But when I sent a message to clarify what I had done to actually be banned or limited this was not provided.
  
  My complaint is to be provided the reasoning as to why I was limited as I felt as though all my transactions were within the user agreement and I was not purchasing or selling any item that was illegal. All my transactions were purchases of goods or transferring of money.
  
  Regards
  ********
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 8, 2022/10/21) */
  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:09/14/2022

  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'm unfairly banned without any specific reason. I can no longer use PayPal because they decided to permanently limit my account. I barely used my account before, but now I need it and I didn't do anything wrong or illegal against their terms of service.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 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

• Initial Complaint

  Date:09/14/2022

  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.

  I Requested a full refund from PayPal and only received a partial refund I would like to request the full amount of my refund
  
  PayPal
  Dispute case ID
  **************
  Transaction amount
  $9,650.97 ***
  Dispute amount
  $9,150.97 ***
  Transaction date
  June 22, 2022
  Seller name
  ************************
  Transaction ID
  *****************
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 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