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, Inc.

  333 E Haley St Santa Barbara, CA 93101-1712

• 

  PayPal, Inc.

  963 E 4th St Los Angeles, CA 90013-1863

  
• 

  PayPal Canada Co

  506 - 661 University Ave Toronto, ON M5G 1M1

• 

  PayPal, Inc.

  3505 Silverside Rd Ste 201 Wilmington, DE 19810-4905

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:06/23/2025

  Type:Billing 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.

  To Whom It May Concern,I am writing to formally file a complaint against PayPal, Inc. regarding the unexpected and unexplained termination of my PayPal account *********** name is Nelembaye Mbailassem, and I have been a longtime, loyal PayPal user who has always adhered strictly to PayPals Acceptable Use Policy. Without any prior warning or specific explanation, I recently received a notice from PayPal stating, Were no longer offering PayPal services for this account. This decision was a complete shock given my consistent, responsible, and fully compliant use of the platform.I primarily use PayPal to send and receive funds within my mutual aid community and to sell original artwork and drawings. All my transactions are legitimate, transparent, and have never resulted in any disputes or chargebacks. My account is fully verified, linked to my bank accounts and cards, and has been in good standing for years.Despite my attempts to seek clarification and request a review from PayPal, I have not received any detailed explanation or evidence of policy violations. This lack of transparency and the sudden closure of my account appear arbitrary and unjustified.Moreover, I have found that I am not alone in facing this issue. Numerous users have reported similar account closures without clear reasons, suggesting a troubling pattern that undermines trust in PayPal as a reliable payment service provider.I am requesting the Better Business Bureaus assistance in obtaining a fair and thorough review of my case and in facilitating communication with PayPal to restore my account or provide a justified explanation for its closure.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,Nelembaye Mbailassem

  Business Response

  Date: 06/30/2025

  Dear Nelembaye ********* Mbailassem, 
  
  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:06/23/2025

  Type:Billing 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 am writing to formally express my concern regarding the limitation and banning of my PayPal account, which has caused severe disruption to my business operations.I have been a PayPal user for over 5 years, initially with a personal account, and more recently converting it into a business account to support my legitimate online fashion business (selling sunglasses in full compliance with European regulations). My business is properly registered as an auto-entrepreneur in ******, and I have attached all necessary documentation, including my business registration details.Additionally, I want to clarify that the classification of my account as high dispute is, in my view, unfair. While I did face 9 disputes, these were the result of malicious buyers attempting chargebacks despite receiving their goods (with shipping proof provided). In these cases, buyers were refunded, yet my account was penalized.The banning of my account has blocked funds and severely impacted my ability to run my business. I have a track record of satisfied customers (including over 3 years of positive activity on platforms like Vinted), and I am fully committed to resolving any concerns.?? I kindly request: A thorough review of my case, taking into account the supporting documents and evidence provided. The opportunity to resolve any outstanding issues so I can continue using PayPal for my business.I am eager to cooperate fully and provide any further documentation or clarification you may require.Thank you for your time and consideration. I look forward to your positive response.Kind regards,

  Business Response

  Date: 06/30/2025

  Dear ****** Mgouni,
  
  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 have 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 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,   
  
  Global Customer Complaints & Advocacy   
  PayPal
  
  

• Initial Complaint

  Date:06/23/2025

  Type:Billing 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 am heartbroken and incredibly distressed. Without any clear explanation, PayPal permanently limited my account and took away my access to funds I rely on for daily living. I have been a loyal and honest user, never violating any policies to my knowledge.Recently, one person kindly sent me two payments one for $870 and another for $100 as voluntary support for my community mental health outreach project. These contributions were intended to help me continue offering free emotional support and educational content for people struggling with anxiety and depression. Instead of recognizing the goodwill behind this, PayPal blocked my account entirely.I reached out to their support multiple times, begging for clarification or at least a second review, but all I received were generic, automated responses. I feel helpless and ignored. This account was not just a financial tool for me it was a lifeline.Please, I am asking for a real human to look into my case. I am willing to cooperate fully, provide any documentation needed, and answer any questions. I just want a fair chance to resolve this and access what is rightfully mine.Thank you kindly for your attention and compassion.

  Business Response

  Date: 06/30/2025

  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, Inc. As such, I am unable to address the concerns within the complaint.
  
  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 the PayPal 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,
   
  ******
  Global Customer Complaints & Advocacy
  **********************
  
  Copyright ********* PayPal. All rights reserved.

• Initial Complaint

  Date:06/23/2025

  Type:Billing 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.

  There is NO option to log out of paypal when logging in from mobile device. Then, when I try to access it from webpage it will now not let me log in with multiple erroneous error messages. This should be a criminal charge to not allow users to log out of financial information such as this and leave our accounts open so anyone can easily hack in to them. They should be liable for ALL damages in the future to financial information hacking.

  Business Response

  Date: 06/30/2025

  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:06/23/2025

  Type:Billing 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.

  To whom it may concern,I am writing to formally lodge a complaint against PayPal regarding what I believe to be a wrongful assessment of one of my transactions, which has resulted in the suspension of my PayPal account.The issue centers around a transaction with the reference ID ***************** in the amount of $32.00 USD. I selected the option Friends and Family when sending this payment it was not a commercial transaction. Nevertheless, PayPal flagged it as a violation of their policies. Although the amount was later refunded to my balance, this transaction led to the unexpected suspension of my ********** ********************** balance currently holds $168.53 USD, which I am unable to access. Moreover, I have been unable to submit a support request through PayPal's system, which leaves me with no direct communication channel to resolve this ******** email associated with PayPal is *********************** This is a long-standing, fully verified personal account that I have relied on for many years to receive payments from various sources. Its suspension has caused serious disruption to my income, as I am unable to update or replace the payment method across all platforms I work with.I respectfully request that this matter be thoroughly reviewed and that access to my account and funds be restored as soon as possible.Sincerely

  Business Response

  Date: 06/30/2025

  Dear ********,
  
  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, Inc. As such, I am unable to address the concerns within the complaint.
  
  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 the PayPal 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.
  
  Sincerely,
   
  PayPal
  
  

• Initial Complaint

  Date:06/22/2025

  Type:Billing 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.

  On June 15, 2025, PayPal permanently limited our family account after my first online sale, citing "risk concerns" without specific justification. This has created financial hardship for our family.I am ******* *****, and this account was established with my father ****** ******* assistance. As a minor, my father's identification was required for verification, while the account operates under my name with my debit card linked. This transparent arrangement ensured compliance with age requirements while allowing legitimate transactions under parental supervision.The transaction involved selling my RC car to my friend ****** in *********, ******, for $315.18. I maintained clear communication throughout and successfully shipped the item. The package is currently in ***** customs, which is standard for international shipments. ****** remains satisfied and understands typical customs delays.PayPal implemented permanent limitation immediately after this transaction. **************** confirmed this decision as final with no appeals available. The company froze $315.18 for 120 days, though no disputes or complaints exist regarding this transaction.The mixed identification information was used transparently as part of our legitimate family account structure, not to circumvent policies. This was my first transaction through the platform - a legitimate sale to a satisfied buyer.While I would accept withholding funds until the package clears customs, permanent limitation appears disproportionate for a minor's first international sale, especially given the buyer's satisfaction and absence of legitimate concerns.

  Business Response

  Date: 06/30/2025

  Dear Darrius Roach, 
  
  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
  
  

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23504552, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Darrius Roach

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair 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 received money for Bitcoin then all of a sudden .my account is closed with limited access I can't access my money there say to for 180 days I don't have a business account I have a personal account they won't release my money and won't give me any reason

  Business Response

  Date: 06/30/2025

  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:06/22/2025

  Type:Billing 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.

  On June 12, 2025, I received an email from PayPal that notified me that my account had been permanently limited and I could no longer use the account (see screenshot of email). In reading the email, it appeared as if they thought I was a seller. I am NOT a seller and have used PayPal for nearly 20 years. I have only used PayPal to purchase items, and as a payment method for certain monthly recurring bills. This can be verified easily through my history. I have never had issues in the past with PayPal, so when I received this email, I was shocked. I have used the resolution process offered by PayPal only on situations that merited a refund on my part. I have never abused the system. This can also be verified. I am financially responsible and have a fico score of 837. This whole situation is insulting! The most frustrating thing was not being able to speak to anyone about my account to see exactly what happened. What company does not allow access to a live agent? When I tried to call customer service, the autobot asked for my date of birth. I provided it and was then told by the autobot that my account was blocked and would not give the option to speak to a live person. This is a horrible way to treat good and loyal customers and I am extremely upset about this. Due to the nature of the situation, I attempted to remove my methods of payment from the account so they didnt have my credit cards on file any longer, but it would not even let me do that. I have nothing to hide, but if they are treating me this way, I do not want them having access to my information any longer. According to their policy, if the account is limited or blocked, I, the customer, cant even close the account. I am requesting to get this rectified immediately by the company and I deserve answers as to why this happened!! Although I listed my primary email above, the email associated with my PayPal account is *********************** Thank you for your attention to this.

  Business Response

  Date: 07/01/2025

  Dear Cristina Korne, 
  
  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

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23503916, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cristina Korne

• Initial Complaint

  Date:06/22/2025

  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'm filing a complaint against PayPal ************** for their refusal to refund $329.28 that was fraudulently withdrawn from my account on June 22, ********** using what I believed was Fiverrs official interface to verify my account for an order, I was unknowingly directed to a fraudulent page impersonating Fiverr. It included realistic branding, order prompts, and a fake support chat. I never sent money manually, yet $329.28 was taken from my PayPal account and sent to ********, a game trading site I have no affiliation with.I reported the issue immediately to PayPal and provided:Full screenshots of the scam interfaceTransaction recordsEvidence showing I was misled under false pretensesDespite clear proof that this was unauthorized fraud, PayPal denied my claim, stating the transaction did not meet their criteria. This response violates the *************** Transfer Act (15 U.S.C. 1693), which protects consumers from unauthorized transfers.PayPals inaction shows a failure to protect users from fraud, despite their obligation to investigate and resolve disputes involving deceptive financial practices. I have also reported this incident to ****** and am pursuing legal counsel.I am requesting that the BBB help hold PayPal accountable and compel them to refund the $329.28 that was unlawfully taken. I can provide all evidence upon request.

  Business Response

  Date: 07/01/2025

  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:06/22/2025

  Type:Billing 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 am filing a formal complaint regarding ongoing issues with PayPal and my repeated, unsuccessful attempts to close my account.Since May 21, 2025 a total of 13 unauthorized transactions have been posted to my PayPal account, amounting to $665. These consist of:One $200 charge listed as a Target Store transaction:5/21/25 $200 - Transaction# ***************** Eleven $40 & one $25 charges tied to ********** gift cards 5/21/25 $40 - Transaction# ***************** 5/22/25 $40 - Transaction# ***************** 5/23/25 $25 - Transaction# 8M378970XN452682T 5/27/25 $40 - Transaction# ***************** 6/2/25 $40 - Transaction# ***************** 6/15/25 $40 - Transaction# **B1078255092211U 6/15/25 $40 - Transaction# **X109942U**3503A 6/16/25 $40 - Transaction# 7DJ01405P2556133H 6/18/25 $40 - Transaction# ***************** 6/20/25 $40 - Transaction# **P48836S9736260B 6/21/25 $40 - Transaction# 8GT62346H2531332U 6/22/25 $40 - Transaction# ********AD260304G My ***************** has cut off any transactions coming from Paypal and Paypal has refunded all the money. I do not use PayPal to purchase gift cards and did not authorize any of these charges.Each time I attempt to close my account, a new charge appears. I have contacted PayPal customer service multiple times and have been repeatedly given the runaround with no resolution. In response to the ongoing fraudulent activity, my bank has stopped accepting any PayPal-related *********** this point, my only request is that PayPal permanently close my account and confirm in writing that this has been done. I have lost confidence in their ability to protect my information or handle this matter ************** Paypal *********** ID is below.If actual transactions out of the account are needed, I will upload them for you.

  Business Response

  Date: 06/28/2025

  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