Consumer complaint received 2022-11-17
Company: Paypal Holdings, Inc
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
PayPal is not letting me login to my account to access my funds. When I try to contact them there is no one available, they don't offer a reliable or helpful way to get assistance for the problems they cause, thus my problem has not been fixed. The problem originates when I try to login and they demand this : " We just need some additional info to confirm it's you. '' I did not turn on, nor do I want 2-step authentication, but they force this feature on me and the result is I'm being locked out of my account. They're illegally blocking me from accessing the funds in my account. To successfully login they want me to use a code that they send, but they are unable to actually send me one. To send a code they offer two options, 1 ) they can call and give me a code, or 2 ) they will text a code. But the reality is they do not call when I request a call. My phone remains silent. I've tried several times, always to no avail. Then they tell me I must get the code via text, there is no other choice. I'd rather not share any more personal info with PayPal because, for obvious reasons, I can't trust them. But they give me no choice and I'm forced to add a phone number to get a text. When I add my number they tell me " This type of phone number isn't supported. Check your number and try again. '' So now I'm totally locked out of my account and they are illegally preventing me from accessing my funds. I don't know why they can't accept the phone number I want to give them, it's the exact same U.S. phone number I use for other accounts ( e.g. bank accounts ) to receive security codes via text. But PayPal refuses to use this number. The only other number I have available is a mobile number that I can't receive texts on because I've permanently blocked all texts on that number. So they won't call me on my preferred number, and they won't text me at that number either. In effect they are discriminating against me for not having a phone number that they like. PayPal is abusing their position of power to deny me access to my account and my funds. If I could I would cease all business with PayPal, but unfortunately some of the work I do can only be paid via PayPal, so I'm trapped dealing with them. I'm sorry they are such a horrible company who leave me no choice but to file official complaints just to get them to perform basic functions like allowing access to my account. They should be heavily fined for wasting valuable government agency time, and they should be made to compensate me for the time I've had to take away from other productive activities to write this complaint. PayPal is a drain and a scourge on America and all the people who have to deal with them. If you are unable to fine them for their bad behavior, at the very least I still need access to my account, I want them to quit playing games with the login procedure and let me in to my account without hassle or delay, now and in the future.

Company response to consumer: Closed with explanation