Consumer complaint received 2020-05-14
Company: Paypal Holdings, Inc
State: UT
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've tried removing an inactive/unfunded bank account from Paypal multiple times. I even recorded a video of what happens when I attempt this. I get a blank screen and the account is not removed. 

I added a new funded account and set it as my preferred payment method for everything in XXXX, XXXX. They continue to charge my unfunded account and cause NSF fees. They have done this exactly 5 times and caused 2 NSF fees and caused another CC payment to be late because the account was unfunded due to a transaction they processed on an account that was not preferred, funded, and could not be removed from the system ( again I have a video of this process recorded on XX/XX/XXXX that shows the failure ). 

I then tried to close my account. When following their directions to close my account, I receive the following message : " There's a pending transaction that needs to be completed first. If you'd like help with that, you can email us or call us at ( XXXX ) XXXX ( Mon-Fri, XXXX ET> and XXXX, XXXX XXXX XXXX  ET> ). '' There are no pending transactions that I can see, and I try closing this account multiple different ways after cancelling / removing everything that the site lets me ( which isn't much ). I decided to reach out to chat support. Here is a transcript of the chat that takes place on XX/XX/XXXX : XXXX Start of transcript " PayPal Virtual AgentXXXX XXXX Hi! I'm PayPal 's Virtual Agent. I can help with common questions like " what's the status of my dispute '' or " I want a refund ''. 

If I can't help, I'll transfer your message to an agent. 


<ME> XXXX XXXX  agent PayPal Virtual AgentXXXX XXXX I can transfer this conversation to an agent. The estimated response time is a few hours. 

Our customer service staffing is limited due to the coronavirus ( covid-19 ) crisis. We've put together some useful information in the Help Center to quickly resolve your issue. I'll stay here while you take a look. 

After I transfer the conversation, you can close the window and come back to it when its convenient for you. When we respond, well send you a notification with a link to the Message Center where you can reply. 

Would you like to transfer this conversation to an agent? 


<ME> XXXX XXXX  Yes PayPal Virtual AgentXXXX XXXX  Please send us a detailed message below and an agent will respond as soon as possible. If you have a related transaction ID, date, and amount, please include it here. 


<ME> XXXX AM I need to cancel my account. I have been trying but it says there is an outstanding transaction for days. I can't unassociate a bank account that keeps getting charge/overdrawn and i cant close my account. 

You are now connected to XXXX XXXX XXXX XXXX XXXX   Hello, my name is XXXX XXXX PayPal Messaging assistance and I'll be helping to resolve your account needs today. I appreciate your patience while waiting for my response. 

Hi <ME>! 

I understand that you want to close your account but don't worry, I'll go ahead and check what are the options that we have to help you resolve this. 

Please allow me to review your account for 2-3 minutes. 

I hope all is well and that you and your family is safe amidst this ongoing crisis. 

You mentioned that the reason why you are closing your account is because you can't remove the bank account that keeps getting charge. Are you trying to remove the bank with the last 4 digits of < # # # # >? 


<ME> XXXX XXXX No, but that is beside the point now. I want to close the account I recorded a video of what happens when I try to remove the account ending in < # # # # >, that is still somehow charged even after I change my preferred account You guys have overdrawn an inactive account several times and I've had enough. And now I can't remove it or close my account. I really feel like im being held hostage.  Just close the XXXX thing XXXX XXXX XXXX I wanted to let you know that our conversation will end in 2 minutes due to inactivity. If you have any questions or concerns, please let me know. 

I totally understand that <ME>, let me go ahead and help you to close your account. 

Apologize for any inconvenience this may caused you <ME>. 

Heres how to close your PayPal account : Click theSettings icon next to " Log out ''. 

Click Close account to the right of " Account type. '' If requested, complete authentication. 

Click Close Account. 



<ME> XXXX XXXX  That is not working I have already tried this several hundred times. I get a message saying there is a pending transaction Yet I can't see any information about that supposed pending transaction. 

XXXX XXXX XXXX Would you like me to go ahead and proceed with closing your account? 


<ME> XXXX XXXX  Yes XXXX XXXX XXXX  I wanted to let you know that our conversation will end in 2 minutes due to inactivity. If you have any questions or concerns, please let me know. 

I know you are busy and might have walked away from your computer. That's ok! When you reply we'll connect your message to the next available Customer Support team member if the previous Team Member is not available. 


<ME>11:10 XXXX XXXX. 

Why does this thing keep delivering inactive messages minutes after I respond? 

Is XXXX still here or someone else? I need to close my account. '' XXXX End of transcript Notice how the system is sending me inactivity notices that are out of order, as if it doesn't recognize a response. Well, I finally got disconnected and my account has not been closed. They are still processing payments against my will against accounts that I can not remove. I feel like this is a hostage situation in which I have no control over my own account.

Company response to consumer: Closed with explanation