Consumer complaint received 2022-03-03
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I opened a PayPal account and once XXXX issued me my Social Security Card I uploaded the documents needed to verify my account, after over a week of it still not being verified, I contacted PayPal, on XX/XX/XXXX they verified my account however they were still telling me that I needed to verify my account to get a cash card for my account, I called them again and I was told the system had to reset and give it a few days and it would be fine. I called back on the XXXX, multiple times, again I was told by several people that they verified my account and it was good to go but as soon as they would foward me to card services again it would be unverified. Again, they lied and said it was fixed and said I needed to apply online and they would send me the info to apply because they would no longer do it over the phone, again the PayPal site said that I needed to verify my account and I called back, rinse and repeat the same conversations all over again, again I was told to give it a day and it would be fine. During that day I received XXXX emails telling me my account was verified. On XX/XX/XXXX I called again, and again multiple times, I was repeatedly told the same thing only this time they said the issue was my SSN wasn't signed and I didn't show all four corners of my ID or proof of address, despite previously verifying my documents were fine, and my ID did show all four corners. I reuploaded my signed SSN and proof of address, they again verified my account, I repeatedly made them stay on the phone while I applied for a cash card to prove the issue had not been resolved, each time they would continue to lie and say it was despite my realtime seeing it had not been resolved. I asked them which oversight agency oversees PayPal so I can make a complaint, several employes told me that they are not allowed to tell me that information and I have to submit internal complaints, I told them this wasn't good enough, I have been dealing with them for days and have spoke to the backend and supervisors and the issues were never resolved and they kept lying, I wanted to know which oversight agency they fell under to lodge a complaint, again I was told they were not allowed to tell me who I can complain to or give any information about outside protection agencies they fall under. I told them that this seems illegal, if I had an issue with a bank or any other company, they would direct me to the complaints process whether it be FTC, CFPB, etc and would not try to prevent customers from lodging complaints against the company. They are purposefully misleading customers trying to prevent them from complaining to federal oversight agencies. Prior to this call being completed I was once again told the issue was fixed, to apply online, I once again tried to apply while on the phone still and got the same response, my identify needs to be verified, I was told it was inaccurate and I needed to wait an hour to do it and it would be fine, I tried again at the XXXX mark, XXXX, several hours later and this morning ( XX/XX/2022 ) and am still told I need to verify my identity. I have called back, they have told me my identify needs to be verified and that they needed proof of my full SSN, which they have two copies of, I asked to speak to a supervisor and have been placed on hold and repeatedly told that supervisors are too busy to take my call. They have been given my ID twice now and refuse to fix the issue while continuing to lie saying that they have, since they have told me each time that the calls are reordered there is an extensive record of what has been said in these calls and records of the repeated lies, deceptions, and unwillingness to provide info for complaints to government agencies that oversee these issues. I had to locate and call CFPB on my own and ask if it was the agency I complain to and was told that it is. As you will also see in the proof so far today my account has been verified twice accourding to PayPal emails.

Company response to consumer: Closed with non-monetary relief