Consumer complaint received 2021-01-28
Company: Paypal Holdings, Inc
State: OR
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is the response to the companies response for case # XXXX with my responses in parenthesis. ( No way to highlight or color on this site ) Company 's Response On XX/XX/XXXX, you created a PayPal account ( Account ) at which time you agreed to PayPals user agreement ( User Agreement ). ( Anything to do with my complaint of not being able to contact you to fix the problems I am having? If I have not participated with any of these agreements please spell them out. If you are trying to say you can do whatever you want as far as not giving me proper access to my funds I doubt you will be able to do that. You may be asking for some real trouble with that one. Which is where this is heading if you do not start helping me fix these issues and get access to my funds other than buying things using paypal or my paypal debit card. ) On XX/XX/XXXX, you provided your XXXX XXXX  savings account ( Savings Account ) to PayPal to use as a funding source and for withdrawals ; that same date, PayPal sent two small deposits to your Savings Account to complete the confirmation process. On XX/XX/XXXX, you provided your XXXX XXXX  checking account ( Checking Account ) to PayPal to use as a funding source and for withdrawals. ( I need a compete transaction listing so I can research this. ) It is important to note that the deposits sent to your Savings Account were never verified with PayPal ; consequently, we could not confirm ownership of your Savings Account. You will not be able to use your Savings Account with your Account as a funding source until you complete this process. ( I already stated what the problem was with that and why I couldnt complete it. It is you webpage problem. Why did you ignore that part? Quit trying to act like I am the problem with any of this. ) On XX/XX/XXXX, you removed your Checking Account from your Account. On XX/XX/XXXX, you began attempting to re-add your Checking Account to your Account ; however, your attempts were declined by PayPals internal security model. While we recognize this can be a frustrating experience, this security system helps uphold the safety and integrity of the PayPal community and is intended functionality. Our internal security model takes into account multiple factors to assess potential risk associated with transactions or account changes. In this case, the risk factors considered include : Your Account was accessed from locations inconsistent with any address known ( by PayPal ) to be associated with you. ( Where are these locations you are claiming I am using for accessing, and what accounts exactly, from? I am at my same location every time I access or attempt to access any of my bank or paypal accounts. ) The only banks active on your Account were your unverified Savings Account and a prepaid bank account. ( You just stated that no accts were associated with my acct as the checking acct was removed. Now you talk of another acct. What is this prepaid bank account? I dont even know what a prepaid bank account is ) Your Account has a P.O. box listed as the primary address ; this prevents us from completing certain verification steps. ( what account? ) Between XX/XX/XXXX and XX/XX/XXXX, you contacted PayPal Customer Support via chat and requested that PayPal allow you to link your Checking Account to your Account. At this time, a Customer Support representative offered to complete a security verification step to link your Checking Account ; however, you did not respond, which caused the chat session to automatically close on XX/XX/XXXX. ( I am not to be the one that adjusts 100 % of my life for your chat system. I waited hours the first day and no one ever responded. I finally closed the page after about 12 hours and shut off my pc. The next day you sent me an email that you were responding and to go to the chat. I did and again there was no one there and went through the same kind of experience. The next day the same notification and I went there with no one available, but I did give some info on what they problem was. I waited and made my complaints to the cfpb over this as I cant keep playing these disgusting, disrespectful games with your chat. I have stated what is wrong and as far as I know they have not been fixed. When that ever is contact me on that issue. You go all over the place and never take care of my actual problem. I gave up on using the paypal system as it was completely unacceptable and nearly useless to me so I moved on to using an agency that you will likely respond to. If this kind of communication is used instead of proper communication I have a feeling someone will be stepping in and requiring proper customer service. Nearly every other company I deal with can supply proper phone service, the virus scam is no excuse for most of this. I dont even want to know how much money your company revenues are, I know it is pretty massive and certainly allows enough to run customer service. Open up a bubble center with workers that live there so they can provide service, stop using excuses. ) Upon receipt of your complaint, PayPal conducted a full review of your Account and confirmed that your Account activity had remained consistent before, during, and after your attempts to link your Checking Account. Therefore, on XX/XX/XXXX, PayPal added your Checking Account to your Account to be used as a funding source and for withdrawals. ( I never authorized this. I was attempting but never actually completed it so you have improperly added that account. ) It is important to note that effective XX/XX/XXXX, PayPal and XXXX became separate entities ; and PayPal is no longer owned by XXXX. In reference to your complaint regarding XXXX  requirement that you use PayPal to accept funds from XXXX sales, we recommend that you contact XXXX  Customer Service at XXXX. ( And you should tell XXXX  you do not want to do business with them as they are forcing us to use a service making you dislike. Do you want that? Dont just tell me what to do, I and multitudes of others have expressed our displeasure with the situation already and continue to. This kind of garbage is just another reason we do not like your company. ) Due to COVID-19 and limited staffing for safety precautions, you were unable to speak with a PayPal representative regarding your concerns. We apologize for this experience, but we can assure you that we are still committed to providing world class customer service. At this time, we can be reached via email or chat. We appreciate your understanding. 

( This paypal answer goes all over the place with things that have little to do with my problem and nothing helping me get access to CS like I need. A big waste of time, but I guess someone gets paid to use their time for this and add to wasting my time. This company still has not given me a way to contact them to fix these problems. Not one that is there when I am not there. What is the exact answer to that? I have stated my problems in their chat and never received a full answer to how to fix that. I want to know this system will work before I link any accounts as will also need to be able to remove them shortly after. How do I know if I link and acct that I will not have a problem delinking my acct? A company that will not help me access my funds should be trusted with accessing other funds of mine? I do not trust paypal. No pal of mine. I also need a compete transaction listing so I can research this. Since I can not contact them properly and am not going to keep trying and wasting time like I did before I need this to start with. I need a way to remove my money from paypal and I do not want to be adding any accounts other than the one that I specify and authorize. I do not want paypal having any other info about me or my accounts. I do not trust them at all. This lengthy response that may have inaccuracies is more proof of why I dont. They do not act normal at all. Spend all of this and my time instead of just offering proper CS. I need this fixed so I have a way to remove some of my funds from my account and do not want to do this back and forth. I have already spent way too much time working on this. Could have probably been done a long time ago. )

Company response to consumer: Closed with explanation