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.

  95 Morton St New York, NY 10014-3336

• 

  PayPal, Inc.

  PO Box 9258 Wilmington, DE 19809

• 

  PayPal, Inc.

  PO Box 29102 Shawnee Msn, KS 66201-1402

• 

  PayPal, Inc.

  333 E Haley St Santa Barbara, CA 93101-1712

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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a PayPal Pay in 4 for a purchase with ****************** on March 23, paying in 2 installments: $16.01 on March 23 and $48.01 on March 24. I returned items from this order and was promised a full refund of the entire cost of the order by the merchant AND Paypal. PayPal locked up my refund on a "paypal balance" account and refused to refund without charging a fee. The amounts were debited directly from my account and were expected to be credited directly back to my account, but PayPal refused to honor the refund. I disputed both transactions with my bank, and I was recently informed by my bank on July 18 that PayPal refused to refund $16.01 that was a part of this PayPal Pay in 4 transaction. This is dishonorable and needs to be remedied immediately.
  

  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:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am using Paypal to receive payments with my online services and send some of my stuff on the same platform. On June 27 I receive my first payment from my clients as an online fitness trainer and Paypal hold it for 21 days. I understand as Paypal Policies and wait for my money to be available. Suddenly on July 5 ,I received an email from Paypal that they permanently banned my account with (Ref ID - *****************) and I can no longer do any stuff on my Paypal account because of unapproved activities that I made on it. I call them several times but when the automated voice ask my concern and I said it is all about account limitation. It responds me that Paypal is close right now and there is no available agents. I felt sad and email them but sad to say they never resolved my concern. I just can't imagine why they did that unto my account in which I never did any illegal activities.I just used it to received payments from my clients since that is there preferred payment method. The permanent limitation on my account really affect my services to my clients and my bank account is link already on this Paypal as there policies if the account is permanently limited I could no longer link that bank account on another Paypal if I made a new one. My Paypal account is really important for me for my online services I offered with my clients. I want my Paypal account to be restored.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 8, 2022/08/30) */
  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:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a General Contractor and I receive a $21k payment from a client via E-check. Unbehold to my knowledge Paypal has placed a hold on the funds. This has cause me to occur a major delay on my job. I am in jeopardy of being penalized daily until the hold is released.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 8, 2022/08/31) */
  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 Venmo website.
  
  Sincerely,
  
  *****

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with a seller ************************************
  ********************************* on May24th for 169.58. The order was for ************* ******************* 3 Bundles******************* Hair Weave
  Item #*****************. Before I made the purchase I corresponded with the seller as well as checked on the website for the delivery time. I also let her know I need it in that time frame because I do work out of state and would not be able to receive it. As per the seller and website, the delivery time was 3-5 business days. On May26th I hadn't received any information on my package and contacted the seller for an order update. She stated it would be here by the weekend. On May31st after still not receiving the package,I reached out to her to see what options are available for the package to be returned with the carrier or for me to return it myself when I return home. I received no response. I also knew that a signature is required and by me not being there to sign the package, it would be undeliverable ultimately returning to the seller. On June 1st I received a response for the seller asking why I wanted to initiate a return. I advised her again I am not there to receive the package.I am a **************** and at that time would not be in the state. I sent her proof that I was not there and offered to provide proof that the carrier (*****)forged my signature. Still no response. On June 2nd the seller responded by saying the package was delivered. That was the last I heard from the seller. I provided my phone number and asked for the seller to contact me. Still no response. That's when I contacted PayPal. While the PayPal investigation was going on the seller asked me to file a case with ***** and they will investigate. I did, and provided the case number to both paypal and the seller. Paypal then closed the case ruling in the sellers favor. Completely disregarding the facts of the situation. At this point I would like a complete refund.
  

  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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of setting up an ecommerce website, and my very first transaction was held by PayPal for up to 21 days. This purchase was made by a relative who was enthusiastic about supporting my new project and now I'm probably going to have to cancel her order and refund the money because she inadvertently chose to pay using PayPay, any other payment method would've been successful. PayPal informed me a hold has been placed for up to 21 days and I am unable to contact anyone with support. It appears I have little, if any, recourse to dispute the hold. According to information I found online, entering a tracking number can help remove the hold, however since the payment was not successful the manufacturer won't make or ship the products. I am completely stuck, feel helpless, and feel that my new startup is already off to a horrible start. How can I trust that other payments won't be held as well? This impacts my business reputation and this unfairly punishes new sellers. This policy may also violate several state laws
  
  ******************************************************
  
  Additionally, both PayPal and Venmo claim they offer a quick solution to send money to friends and family yet fail to disclose that funds can be withheld with no recourse for up to three weeks
  
  ************************************************************************************************
  

  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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  I sold an item on **** March 29,2022 using PayPal as payment processor. It was a professional coffee roaster total price+shipping was $4,115. On May 31st, 2022 PayPal refunded the amount back to the buyer without my knowledge and without reason. I am now without my machine or money.
  PayPal account # *******************
  Paypal Reference #*********
  
  When I contacted PayPal, they told me in a matter of fact tone deal with your issue with the buyer. The buyer never contacted me about any issue to begin with and will not return and of my correspondence, does not respond to my email, text, or phone calls. Please help! Thank you
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/09/02) */
  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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The absolute worst customer service imaginable. In every way. I would go as far to say its non existent.
  
  They have developed a way to systematically ignore people while desciminately advertising "rewards" to exploit their uses out of chump change.
  
  I've been trying to deal with a very simple matter for months. Today I talked to someone again..............
  

  Business Response

  Date: 09/19/2022

  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

• Initial Complaint

  Date:07/19/2022

  Type:Product 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 3, 2022, Paypal sent me and email saying one of my buyers,****************** opened a case against me to refund $1400 for an April 7 payment. The only thing is, she never filed the case. She is my daughter, and she used Paypal to pay me money she owed me. We both investigated and learned her bank, Bank of America, filed the case in her name, because ****** had reported suspicious activity on her debit card account. The payment she made to me was not part of the suspicious activity. Since then, Paypal has been hounding me for the money, imposed a $15 dispute fee, and takes any money paid to me via Paypal. They have also frozen my account,so I can't use it.
  
  "Here are the case details:
  Buyer's name ****** *********
  Buyer's email *******************
  Buyer's transaction ID *****************
  Your transaction ID *****************
  Transaction date April 7, 2022
  Transaction amount $1,400.00 USD
  Disputed amount $1,400.00 USD
  $1,400.00 USD has been debited from your PayPal account because of the following reason(s):
  Other.
  
  We have charged you a Dispute Fee of $15.00 USD, since your account was categorized into Standard Dispute Fee tier when this dispute was filed.
  For more details about the Dispute Fee, please see our User Agreement.
  We understand you may not have been expecting this chargeback. If this debit has made your PayPal account balance negative, please log in to your PayPal account and add money to your balance.
  If the financial institution decides the case in your favor, we'll notify you when the payment is returned to your PayPal account."
  
  I have spent hours & hours on the phone trying to resolve this. ****** has spent hours on the phone trying to resolve it. I have gotten threatening calls from Paypal, and they have sent it to collections, despite the case still being open, & their CSR's advising me not to pay anything.
  

  Business Response

  Date: 09/08/2022

  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
  
  
  Consumer Response /* (2000, 10, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Case finally resolved. All the money was refunded.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I donated $10.75 via credit card on PayPal *******************, they were trying to keep their doors open. they were unable to do so and decided to refund all donations. the site told me that I could not access the refund with only a credit card, so I added my debit card to the site. it still will not process my refund. it is requiring me to add my actual bank account or my social security number to access my own money that I paid via my account. when I request they just mail me a paper check, it redirects to the add personal information page. paypal is holding my money hostage until I enter data about myself into their computers that I do not want on their computers. they did not need that data about me to take my money, so they should not need that data about me to refund it. I realize it is not a huge amount of money, but it is still my money and I am a person who is not of high means and want my money returned to me if the intended ************** did not keep it. I would even settle for transferring it to a different **************, but they require my social security number to do that. they should not require information from me to process a refund that was not required for the donation. I have spent two days asking customer service to help me and they will not.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/09/04) */
  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, 2022/09/04) */
  PayPal resolved the issue by charging me a fee to return my money to me, but they did finally allow me to get a portion of it back.
  
  the email contact they sent me was a form letter that rambled about absolutely nothing and was addressed to someone other than me. in my opinion, PayPal absolutely did not resolve my issue or even attempt to provide adequate customer service at any point before or after the *** complaint.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported an issue with a merchant to PayPal on 7/7/22. The merchant charged me for a subscription I did not sign up for ($24.95). It specifically stated I paid a one time fee ($0.95) and that this fee would gain me access to a 7-day trial. It specifically DID NOT note that it would renew automatically. I explained this to Paypal and provided screenshots.
  
  PayPal issued me a 'provisional' refund for the $24.95. I requested proof from the merchant ******** so I could see the documentation where I agreed to an automatic payment. No human at PayPal ever looked at my case, and did not respond with any information from the merchant. They did however ask me to provide documentation to support my case. The merchant as far as I know did not submit any documentation. Why should I prove myself, when the merchant stole from me? Where did I sign up for an ongoing trial membership? If they legally signed me up, ****** should also be reported for scamming people.
  
  This is concerning to me because while it's only $24.95, this money is not something I consented to being charged, and I even provided paypal with all the screenshots form my one-time purchase. They closed the case on the merchant's side and my paypal account is now negative $24.95.
  
  I do not even wish to receive this money back, I just want paypal to close my account. I do not owe them that money because I was not in the wrong in this case. I wish for them to close my account so I no longer remain vulnerable to other companies that will take my information for a one-time purchase and charge me without my consent.
  
  If paypal is just always siding with the merchants, how much money are people losing out on in total? My $25 x 100 is an extra $2500 in PayPal's pocket. I just want them to agree that I do not owe them anything, and for them to close my account.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/09/02) */
  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