Consumer complaint received 2021-02-08
Company: Paypal Holdings, Inc
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
On XX/XX/XXXX, I received an email from PayPal saying that they would be updating their terms of service. The email contained a link to a summary of the changes, but the full text of the agreement is not available.
 
 I've been in touch with customer service, but they've repeatedly only provided links to a summary of the upcoming changes and to the full text of the existing agreement. 
===== Here 's a transcript of my conversation with their customer service agents, starting XX/XX/XXXX : PayPal Assistant ( XXXX ) Hi, I'm the PayPal Assistant. How can I help? Choose one of these options or add your question below. 
-- - Me ( XXXX ) view current user agreement -- - PayPal Assistant ( XXXX ) It looks like you want help with a specific transaction. Please choose an option below. 
-- - Me ( XXXX ) None of these -- - PayPal Assistant ( XXXX ) I found some articles in our Help Center that might help you. Check them out! If you need more help, please rephrase your question or type need more help ''. 

Why can't I view my password? 
How do I view or edit my account information? 
How do I view my invoices? 
-- - Me ( XXXX ) need more help -- - PayPal Assistant ( XXXX ) Would you like to send this conversation to a customer support agent? We typically respond within a few hours. 
-- - Me ( XXXX ) Yes -- - PayPal Assistant ( XXXX ) If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded. 
-- - Me ( XXXX ) view current user agreement -- - XXXX XXXX ( XXXX ) Hi XXXX. My name is XXXX. Thanks for reaching out to PayPal Messaging! 
Effective XX/XX/XXXX, customers have been notified about upcoming User Agreement ( UA ) changes. The UA changes will take effect in selected countries starting XX/XX/XXXX to XX/XX/XXXX. 

I am glad that I was able to assist you with your query. Again my name is XXXX. Thank you for contacting PayPal where your account is safe and secured. You may now close the conversation by selecting End Conversation or by clicking the " X. '' -- - Me ( XXXX ) How do I view the text of the new user agreement? 
-- - XXXX ( XXXX ) You would have received an email about the updated terms and conditions of the new user agreement. Kindly go through the email and look for a hyperlink that would ask you to click on it to know more. 
[ Note : That was the same link I was given later by XXXX and XXXX. ] -- - Me ( XXXX ) Unfortunately the legal page only leads to the current agreements and a summary of the upcoming changes. I would like to read the actual full text of the new agreement. 

Please tell me how I can do that. 
-- - XXXX ( XXXX ) Kindly follow the link https : //www.paypal.com/us/webapps/mpp/ua/archive-policies-full and https : //www.paypal.com/ga/webapps/mpp/ua/upcoming-policies-full to read about the complete new agreement -- - Me ( XXXX ) That still contains only the summary. I would like to escalate my complaint. 
-- - XXXX ( XXXX ) XXXX in this case through this link you will be able to see our legal agreement : https : //www.paypal.com/us/webapps/mpp/ua/upcoming-policies-full In the part of Policy updates under the title " Amendments to the PayPal User Agreement Effective : XX/XX/XXXX ''

Company response to consumer: Closed with explanation