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Business Profile

Payment Processing Services

PayPal, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

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

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PayPal, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 29,756 total complaints in the last 3 years.
    • 9,128 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/09/2022

      Type:Product Issues
      Status:
      Answered
      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 ************* (also known by the old card number *******************) was locked and then closed on August 4, 2022 due to fraudulent charges early in the afternoon. After I order a new card in late July 2022. I was not informed about until numerous attempts to log in to my account later on that evening. After speaking with different reps and three different supervisor I was told a check will be mailed to me by **** by 30 days and my numerous disputes will arrive the same way. That was a big lack of communciation about my money and I don't trust a check being mail to my mailbox of that amount. I asked if they can shipped it sooner either by ************ with signature confirmation so I will knew for sure I recieve my money. They declined my requests and I can not get a update about the money that was left in my account. This was my primary bank account and now my family it surving with my credit card. I just want my money back as soon as possible.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 8, 2022/09/20) */
      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:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 July 13, 2022 I reported/emailed an Issue and asked for them to resolve it. The content of that email was this.

      I accidentally upgraded or changed my account to business because I was attempting to repair the link between PayPal ********* because I couldn't send money from PayPal ******** at the time.

      Now I can't send money from PayPal ******** because of this issue where it says I need to send information about my business, but I can't because I don't have any business and it was all an accident.

      and on July 20 they replied:

      Your account has been restored

      We reviewed the information you provided for Reference ID - ***************** and have removed the limitation placed. You'll now be able to access any feature that was limited before.

      We appreciate your patience in helping us resolve this issue.

      at this point I thought everything is okay and my account was downgraded to normal account and not the business account, so I started using again the Paypal after they said it was restored.

      But on July 27 when I opened my Paypal application on my phone I saw an error saying MY ACCOUNT IS TEMPORARILY LIMITED, asking some documents and stating about seller protection. On the same day I emailed again the Paypal with this message.

      Good Day!

      I don't know why my account has been limited again, It's saying about seller protection? but I don't have a business, I don't have anything to sell. ***********************************************************************

      On July 30 they said they are reviewing my account and July 31 they emailed me that my account has been restored. But when I opened my Paypal app. it says I cannot longer use Paypal.

      It was only a simple issue asking them to downgrade my account from business to normal account. And now It's closed and permanently cannot use Paypal? that's the only application where my client is sending the money for my salary and Paypal closed it.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 9, 2022/09/20) */
      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:08/09/2022

      Type:Product Issues
      Status:
      Answered
      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 is refusing to refund me for an unauthorized transaction. There are no prior purchases on my account, yet Paypal is adamant on insisting I authorized the transaction. They resolved my dispute within 2 hours without any real effort being put in to resolve the issue. Now I'm losing money for Paypal's laziness and their departments lack of competency.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 8, 2022/09/19) */
      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:08/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 a gift for someone from *************** through Paypal. I received this email from them:
      "On August 08, 2022, you sent a payment (*****************) for the amount of $152.74 for "***************, Inc." Please provide the following information:

      * The date of birth for *******.

      Your payment has been held until this issue is resolved. This hold cannot be removed until PayPal receives the requested information that will enable us to ensure our compliance with our regulatory obligations."

      I do not know *******'s birthday nor should I be required to provide SOMEONE ELSES personal information to access my account. Two separated PayPal representatives, ******************************************** assured me that yes, I do have to provide them with *******'s birthday to access MY account again. How can someone elses information be a factor in accessing my own account when the purchase amount and company (***************) can so easily be verified?

      I have over $1,000 in my account which I am not able to access, but they also told me that any automatic payment will still be debited from my account. I am not able to close my account nor edit any financial information they have access to.

      Business Response

      Date: 09/22/2022

      Business Response /* (1000, 8, 2022/09/19) */
      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, 10, 2022/09/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They reinstated my account. I did not have to provide someone else's personal information.

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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's customer service agent stole my information and is using my social security number to apply for credit cards. What can be done to inform Paypal, and help protect other consumers?

      In June 2022 I called Paypal's customer service number to regain access to my account. My phone number had changed and I was not able to use two-factor authentication to get in. I called Paypal's customer service number and who knows what part of the world I was taken to. The representative took down my new phone number and went through the steps which included sending a code to my new number. Well, I never received a code, he said sometimes the codes don't go through. He then suggested we try something else and he just needed to verify my identity to process my request.

      In hindsight, I should have called back and tried again, but I've had a credit line with Paypal in the past so I didn't question his methods and I put my trust in the person on the other end. I gave him my information. I didn't know what should or should not be asked by the person on the other end. A couple of days later I received a credit inquiry notification, and just today had a credit card I did not open sent to my address. I'm worried about what my financial future will be now that this stranger has my information.

      I am reaching out to see if you can help inform the decision makers at Paypal and alert them that this is happening. I don't have trust in Paypal at the moment and I don't think I can get the help I need through another customer service line.

      As we rely more and more on overseas call centers to handle sensitive information, how are large companies like Paypal going to help protect consumers?

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 8, 2022/09/29) */
      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:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 have been using paypal for years and we have done millions of dollars in business and we use paypal to pay our vendors. Paypal for NO REASON banned me from using paypal. I belive this is from the automated system but no one from paypal will give me any explination as to why my account as banned. I have called tons of times and the onoly answer I get is "Sorry we have decided not to do business with you anymore" this is NOT ACCEPTABLE as paypal payments are essential to my business and without it my business will fail. I would like a chance to present my case to a human being not a robot so that I can prove this is a mistake

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 8, 2022/09/20) */
      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


      Consumer Response /* (3000, 10, 2022/09/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is anothe canned repsonse. They say thier reason for banning me was that I had previous banned accounts which is not true. The only time I have been banned is this original time. I would like to know why i was originally banned. How was my account a RISK to paypal when we gnerated million sin sales and rarely ever had any dispuites or chargebacks?


      Business Response /* (4000, 14, 2022/10/11) */
      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:08/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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, I am trying to resolve an open dispute with **************that I have been working with PayPal on as JoinHoney is 100% UNRESPONSIVE, and PayPal owns ************** I have been trying to contact ********** since July 12, 2022!! I have been trying to get a dispute resolution through PayPal on this matter since July 31, 2022.
      I received this email from PayPal support on August 5, 2022:
      "PayPal Support Message from PayPal Aug 5, **** Dear ************** Thank you for contacting PayPal Customer Support. My name is ***** and I am happy to assist you. I tried reaching out to Honey team regarding the concern of the redeemed rewards you processed last July 13, **** how ever there has been no updates as of now. If you have any questions about the PayPal Honey, please reach out to the PayPal Honey Member Experience team at ************************** Alternatively, you may also chat with them using this link. Sincerely, ***** PayPal Customer Solutions PayPal"

      HOWEVER by email and chat does not work with ********** i have emailed them 10 times and tried chatting 50 times and it NEVER goes anywhere!!!! I told this to *****.

      I have $500 in gift card value that is sitting in suspension and that is wrong. I tried to transfer the open balance of $166 to my PayPal account, which is linked to ********** whilst on the phone with *****, but that did not work either. I have $290 in gift cards that have been showing as "pending" since July 12th! It seems that the **********associated with my email of ***************** is frozen and needs to be unfrozen/whatever by a person. I need a human, as I cannot find a telephone number anywhere for them. Please do not refer me to their email or chat as they are BROKEN and NEVER respond.

      Please, please, I need your help as I need my full amount of gift card availability - $456.62 - to be transferred in full to my PayPal account. I have a PayPal ticket number of ************ Can you please help me?

      Business Response

      Date: 10/13/2022

      Consumer Response /* (2000, 6, 2022/08/18) */
      Case had been corrected, thank you. Joinhoney corrected my reward redemption issue. Thank you.

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 Case ID **************

      I was told by the PayPal agent mohit that once this items gets delivered to the seller I would be refunded right away which I was lied because other 3 agents denying what ***** told me and don't want to read into it at all and ignoring the previous interaction with ***** . Very incompetent staffs.

      The tracking clearly shows it got delivered to the seller and but I didn't get refunded for the amount of $847.49 CAD

      ***** agent stated that i need to change the reason for dispute because i was accidentally disputed as " item not as described " , he changed to " refund not received " after I showed him the seller proof as they agreed to refund and provided the return label and asked to contact back once the items get delivered to seller so they can issue refund but then the next 3 agents are awful and change the dispute again which I had to wait another 10 days . ( I really don't know why's going on)

      I'm providing all the messaging history with PayPal and agents

      PayPal is a scammer and being lying to their consumers . If you going to promise one thing then stick to your words
      I want my refund now as the agent ***** promised

      Business Response

      Date: 09/08/2022

      Consumer Response /* (-5, 5, 2022/08/18) */
      ***Document Attached***
      Why is my appeal claim denied after I attached the tracking details and proof of package with item in it . Wow PayPal employes are incompetent and naive . I want this company to go bankrupt since they can't even handle a simple issue . I want my refund now


      Consumer Response /* (-5, 6, 2022/08/18) */
      ***Document Attached***
      Proof purolator sent me a prepaid label

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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,
      my PayPal account was permanently limited and no specific explanation was given to me.
      I created my PayPal account recently because I started live streaming on twitch my name is************
      By doing so I was able to connect my paypal account to my twitch/ Streamlabs account.
      I got my first payment from twitch on July 16th. everything worked normally.
      and then I opened a business account on PayPal so my viewers on twitch could send me donations while im streaming.
      I did all the procedure and then connected that to my donations settings on Streamlabs and everything was working.
      then someone sent me a donation and soon after that I get notified that I can't use my PayPal anymore.
      so I tried to call them but that didn't solve anything.
      then I thought it was maybe because I did not confirm my identity so I sent them all the information they needed and I got an e-mail back saying that "my identity was now confirmed and I could now use PayPal to receive payments."
      but sadly that isn't true because my PayPal account is still limited meaning I can't use PayPal anymore.
      this is very frustrating because I didn't do anything against there users agreement and if I did there's no way for me to understand what I did wrong and more importantly how to fix it.

      this is an extremely big inconvenience because now I can't receive donations on twitch and around august 16th I will get paid agin by twitch and they'll send my pay on PayPal who is most definitely going to put that money on hold.

      I would just like this issue to be fixed as possible.
      Thank you very much.

      *********************

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 14, 2022/09/20) */
      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


      Consumer Response /* (2000, 15, 2022/09/20) */
      I contacted paypal on multiple occasions and they finally fixed the limitation problem thank you

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 recently purchased a third party accessory***************** I was giving to ********************** gift.
      The acessory ended up damaging my system, rendering it unusable. I contacted the company, and they sent me the money to compensate for the damaged item. The problem is that Paypal placed a 21 day hold on the payment of 989 dollars, and ************* at the end of the month. ********* lives in another country, and I am traveling ************* so it complicates things greatly.
      I would not be using paypal for any other reason, other than to get this money. If I do not get this money sooner, then the ********** I promised her will likely become impossible to give to her. I cannot trust a shipping company to deliver it, as it is a high-value item that is fragile.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 8, 2022/09/19) */
      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

    PayPal, Inc. is BBB Accredited.

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