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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

    • 29,793 total complaints in the last 3 years.
    • 9,104 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2022

      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.
      On May 22nd, 2022 I purchased two nightstand lamps********************** through Paypal, Which is what I normally do to make sure my purchases are secure, I never received the lamps, I went out and purchased night Lamps the beginning of June, On July 21st PayPal went into my bank account and took out $559.46 to give to ************ with my permission, I've called and spoke to at least ten people at PayPal, Evetime I speak with someone they tell me a different story, They claim ************ told them i had a payment agreement with them, I said I've never heard of such a thing, If I had a payment agreement it would have went through PayPal, Why would I make my original payment through PayPal then make a separate agreement directly with the seller??
      It makes no senses!! I received a email from ************ on July 22nd, Telling me my order from May 22nd was in the mail, I was told by one of the customer services reps from PayPal the seller had ten days to show proof I received the product I ordered, So why am I waiting for them to get my money back from a purchase they can clearly see I made three months ago, I NEED!!! my money back, This has missed up my account for my mortgage payment,
      Please help me get my money back???

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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:07/25/2022

      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.
      This is a complaint against PayPal who is registered in San Jose, California.



      We have received a restriction from PayPal on our business account citing that we have been inconsistent with their User Agreement. However, upon enquiring from them as to what led to the limitation PayPal have not provided proper information for us to resolve the matter instead they keep mentioning that we have violated their User Agreement.

      Business Response

      Date: 09/16/2022

      Consumer Response /* (-5, 8, 2022/08/25) */
      We have not heard from the other party (PayPal) on this matter.

      ************
      Finance Manager
      MEDEWELL


      Business Response /* (1000, 9, 2022/09/01) */
      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:07/25/2022

      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 used their the PayPal business service and I have been trying to cancel for the past several months they are refusing to give me my money of 1000.00. They are refusing to call me. I was told my money would be release in 60 days. It has been over several months now.
      The service that was provided was very misleading and the create changes with your accomplishments on their website.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/05) */
      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:07/25/2022

      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 May 28th I was robbed with everything all my debit cards everything that I had on me and that I have. For myself clothes shoes everything and I basically got my phone back around June and noticed that my taxes had loaded to my PayPal card and $1,200 was spent out of my money I immediately got on the phone and informed PayPal that I was not in possession of my card or my phone and that I would like to dispute those charges and they told me how to do so and I went about doing it and the first charge I disputed they gave me back $70 to a ***** shop and I noticed it when I had when I disputed that charge I had to go up under it and check more so I disputed the other charge because it was more than one charge to my account and 15 others after that one and they sent me a letter stating that if this ever happened again that they would close my account and they closed all of those cases and did not refund me any money besides that $70 from the time that my card was stolen and my phone was too now when I call them they transfer me they give me the runaround they hang up it sounds like they're underwater and they're not telling me what to do I had to wait some time to put in a police report because I had no ID when I received my ID I put in the police report and now I'm trying to give them the police report I've already uploaded it to their message system and they have yet to fund my account with those unauthorized charges.

      Business Response

      Date: 10/10/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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 /* (-5, 9, 2022/09/06) */
      Today I responded to the business letting them know that if they paid attention to the police report it also says that my phone was stolen leaving my accounts acceptable to being robbed so when they turn the phone on being that my passwords are all saved in my phone they changed the pin number to make transactions I wasn't able to get access to my account until the 18th of June or July I don't have the paper in front of my face they also have already issued $70 back up then authorized transactions so I feel that they should issue the rest of the transactions back because there was no way I can control them having my phone and changing things on my account to make transactions everything will still unauthorized because the password is saved to my phone.


      Consumer Response /* (3000, 11, 2022/09/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Because the business refrained from acknowledging that my phone was stolen and my account was compromised while the unauthorized transaction were completed. I had no knowledge of my account being compromised in addition I regained access to my accounts on the 18th of June 2022


      Business Response /* (4000, 13, 2022/09/23) */
      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:07/25/2022

      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.
      My PayPal account is Permanently restricted.
      I have email and call PayPal to know the reason why my PayPal account is Permanently
      Restricted which they could not give me a tangible reason.
      I'm an Entrepreneur a Forex trader and affiliate marketer I used PayPal to
      to receive and send funds. Below is my PayPal account details:

      Full name: ********************
      Email:. *************************
      Address: ***************************************************************
      You can no longer use PayPal (Ref ID ********************

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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:07/25/2022

      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 recieved an email this afternoon stating my account for paypal was permanently banned and there is no proper explanation as to why or what triggered it. i have gone over transactions over the course of 2022 and there is nothing I see that would cause it to be flagged nor are there any transactions that I can see that are out of place or break TOS. My purchase history is no more suspicious than it's been in the 10+ years i've had this account. I want a detailed explanation as to why I was permanently limited and/or have my account re-instated if they cannot provide a viable reason that is acceptable for taking such action aka if one of their garbage algorithym bots flagged it by mistake and they chose to just ban without actually looking into the matter correctly.

      Please look into this matter if possible.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 13, 2022/09/06) */
      September 06, 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:07/25/2022

      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.
      On July 3, 2022, I received an email from a no reply mailbox owned by PayPal requesting that I send them my father's date of birth and upload a document that would confirm this information. They claimed this was required as part of a regular review of account information where they flagged a transaction made from my PayPal account in the amount of $6.75 to Shutterfly Inc. (the email from PayPal incorrectly stated I made a payment to my father and funds would be held until I sent his date of birth). The transaction was made by me, I purchased pictures as a gift for my father and the pictures were mailed to his address. When I called PayPal and confirmed the transaction was in fact valid and told them I was not going to provide my father's date of birth because he is not the PayPal account holder and is not covered under PayPal's privacy act notices. I was informed that Paypal was in fact authorized to request information and failure to provide this would result in my account limitation not being lifted. I was able to lift some of the limitations but the overall limitation and the note on the account has not been removed to date. I called PayPal again today, July 25, 2022 since I had not heard back and I was supposed to get a email or call back a few weeks ago as a follow-up. I was once again told I needed to provide my father's date of birth in order to lift the account limitation. I asked the PayPal customer service representative to send me where does it authorize PayPal to collect information from non-account holders and I was sent the account holder privacy statement document. I asked the representative to point to the section that covers the specific situation that applies in my case and I was told just to read the entire thing and that everything that was sent to me covers their authorization to request this information. I believe PayPal is in violation of its own privacy act policies and I demand the limitation on my account is removed immediately.

      Business Response

      Date: 09/28/2022

      Consumer Response /* (-5, 8, 2022/08/17) */
      Please use the following email to communicate with me regarding updates on this complaint (my email has also been updated on my PayPal account):*******************


      Consumer Response /* (-5, 12, 2022/08/29) */
      To date, I have not heard from PayPal and my account still shows the restrictions and references the email they sent in July 2022 asking me to provide my father's DOB along with document so my restrictions are removed.


      Business Response /* (1000, 13, 2022/09/06) */
      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, 15, 2022/09/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Although the restrictions were removed, I received two emails which I considered to be full of threats regarding the transaction in question as well as my PayPal account. The real issue here has not been responded to and I sent an email response which I am including here as reference.


      Consumer Response /* (-5, 16, 2022/09/08) */
      ***Document Attached***
      Copies of email received and my response. After reviewing your page under complaints for PayPal I see their response is always the same and they never truly address the issue (even after customers get a resolution). I also noticed others had the same type of action taken against them and were given no explanation as to why (like in my case).


      Business Response /* (4000, 20, 2022/09/26) */
      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


      Consumer Response /* (2000, 22, 2022/09/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Although I am not satisfied with PayPal's response, I will agree to close this case. It is apparent PayPal has no intention of addressing the real issue and will continue to use the "copy and paste" approach when responding to customer complaints filed with BBB. This is obvious as I reviewed BBB's PayPal page and found at least 10 issues similar to mine where PayPal sent the exact same response I received to others. PayPal did remove the limitation they erroneously imposed on my account which is what I wanted. They removed it because they know, legally, they had no right to request the information they were asking for to remove it. They even sent threatening emails warning me that they reserve the right to close my account if I "violate" their policies. I requested they address this even before I filed the BBB complaint and received no response that addressed the issue, I even asked them to share their policy that supports their actions and to date they keep ignoring the question. Why? Because the information I am asking for does not exist and they know it. I thank BBB for their assistance in getting the erroneous limitation on my PayPal account removed.

    • Initial Complaint

      Date:07/25/2022

      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.
      My account access was permanently limited despite providing all the required info, (Ref ID - *******************

      Please review my case again and restore my account access.

      Thanks

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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:07/25/2022

      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 to receive payments for my online business and also paid some of my staff using
      same platform.
      I then got a notice that PayPal is requesting for my verification details
      I gladly provided the files required and all was fine until on the few days did i get notified that my account has been
      permanently limned
      I immediately contacted the executive office and was told that one of the accounts I used to make payments to
      and they linked to me had a limitation hence why i was also banned
      I feel this was not fair on my part as I can not havè control over how other people use their PayPal accounts I
      just really want my account back

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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:07/25/2022

      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 filed a dispute with PayPal on July 16, 2022 and they paid me my money back a week later but they closed my account for no reason and they didn't give a explanation they're also not allowing to take my money off or transfer it. I have bills to pay and kids to take care of and they're telling me I have to wait 180 days (6 months) for my money this is really ridiculous I have heard of PayPal doing many people like this.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/06) */
      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

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