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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

    • 29,773 total complaints in the last 3 years.
    • 9,107 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: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:07/24/2022

      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.
      Someone purchased something from me. She provided address info. She then emailed and said she wants to use a new address (even though it was sent) so it came back to me. I sent it to the new address right away. Provided tracking and it shows delivered. Without reviewing my************** post office tracking with confirmation of delivery, PayPal refunded the customer. So I'm out the product and have to pay her. I showed all the proof they said I have to show but denied my appeal. Saying i didn't provide the info. I tried calling them, emailing them, and messaging them. I have provided all the evidence they said I would have to show for sellers protection but denied it for not having the evidence. I showed tracking, I showed her message providing the address, I showed delivered tracking info at the address provided. The terms of Buyers Protection is not being honored.

      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:07/24/2022

      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 was limited for 180 days. I do not violate or do anything prohibited by paypal. some friends from outside can only send using good and service because some countries do not have features for friends and family. I feel very disadvantaged because my account is at a permanent limit.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 8, 2022/09/05) */
      September 05, 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:07/24/2022

      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 why I do not have nor care to waste money on a mobile phone I'm never going to use because I can't make out what "xscfvaw feuaoipfe feaioyufgg voiapyufr faioufeaop feoiapfe" means when people are trying to speak to me on the phone.

      I created my account with Paypal online with my COMPUTER PC, not my mobile phone!!!

      Now, I am LOCKED out of EVERY single option on my account, because it constantly forces me to "Enter a mobile phone!" page with ZERO option to inform them that "No, I do NOT have a mobile phone."

      Why? Why no option if I have no mobile phone? Why the dense decision to act as if everyone has one?

      Fine, you want to lose my business. Well, you are BLOCKING ME from cancelling my account ONLINE!!!

      So what do you do? YOU PUNISH ME by forcing me to CALL YOU and WAIT TWO HOURS in order to be able to cancel?!?!?! You want a ton of money to be wasted by the FCC putting their relay operator on hold for two hours to be able to cancel?!?!

      Paypal, you are HORRIBLE!!!

      Business Response

      Date: 09/26/2022

      Business Response /* (1000, 10, 2022/09/09) */
      September 09, 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:07/24/2022

      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.
      July 24, 2022

      Paypal refuses to allow me access to my own account, took it upon itself to punish my account due to a non English speaking customer rep. Paypal w/out my consent chooses what credit card PAYPAL wants to use as opposed to me who owns the cards and pays them. There is now zero phone service and their chat is an insult. There is no adequate way to contact them and they know they can do as they please because they are above laws.

      Business Response

      Date: 09/19/2022

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

      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:07/24/2022

      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
      300.00

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 9, 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:07/24/2022

      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.
      Hi my name is **************, I have recently refunded a customer money on paypal, while observing my home page for my account, I noticed I had a permanent limitation on paypal. I have had no warning nor anything that would imply I did any wrong doing, I've been trying to verify my ID, but I keep coming out with problems. I can not reach paypal at the moment but i would like to get this solved as soon as possible.

      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:07/24/2022

      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.
      there was an unauthorized charge on my paypal debit card and they lied and said I logged in when activities were going on yet they never submitted proof for that.$2000 was withdrawn from my account using debit card that was lost.i do not live **************** anymore which is where transactions took place.i even showed paypal proof of address that I live******************* and they still denied dispute.below is cable bill showing i don't live in miami and couldn't have withdrawn from atm's in ************** ****************** is my paypal email. I want my $2000 back

      Business Response

      Date: 10/10/2022

      Business Response /* (1000, 8, 2022/09/07) */
      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, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Listen I don't want to hear ************** about you emailed me I want you to respond here on these messages so everybody can see the nonsense that comes out of your mouth. The whole *** World deserves to see these messages publicly so I'm not responding on my email you're going to respond here and I want my refund because I've provided a utility bill in the past that shows I don't even live ******** I live ****************** so you need to give me my money back or I'll continue to post negative reviews


      Business Response /* (4000, 12, 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:07/24/2022

      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.
      Case details

      Dispute Case ID ******************
      Transaction amount $134.00 USD
      Dispute amount $134.00 USD
      Transaction ID *****************
      Transaction date July 23, 2022

      Was a scam transaction and I was denied the claim. No research was done into it it seems. I was trying to buy supplements but the payment went to a motorcycle company in the *********** and I don't even own one or know of this company. Didn't even get contacted by PayPal other than the company getting free money. Awful service and claim investigation.

      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:07/24/2022

      Type:Billing 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.
      The original transaction was over 90 days ago I do not have that date. I purchase a product from a merchant and used PayPal to pay for it. After 30 days I contacted PayPal to tell them I had not received anything from the merchant. I began checking online only to find out the merchant had shut down the websites associated with the product. I informed PayPal and started a dispute. I later received a bottle with about half of the product. There was supposed to be 50 tablets for a pool I received only 26 and no dispenser for the product. Once again informed PayPal which they then changed the status of the dispute. Anther 30 days goes by and I received a text on 6 21 2022 that the refund was going into my account. Then today the 7 24 2022 it's still not there and you cannot get ahold of a representative by phone it goes to a automated line and then hangs up on you. It's been over 6 hours since I tried there online chat no response. It's only 24.00 but this is ridiculous I am waiting for my refund so I can close my PayPal account. Thanks for helping

      Business Response

      Date: 09/28/2022

      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 /* (3000, 10, 2022/09/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have never received a response to the bbb by PayPal. The correspondence I received said I would get my money returned and then I called and they said they would not return it. After the bbb got involved I have received nothing from them. Looks more to me to be a computer generated responce


      Business Response /* (4000, 12, 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


      Consumer Response /* (2000, 14, 2022/09/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Pay pal finally refunded the money I lost. I will no longer use pay pal. As alway the bbb comes thru. Thank you very much for your support

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