Consumer complaint received 2017-08-09
Company: Paypal Holdings, Inc
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
My issue is with PayPal. I 've been trying to change the name on my account since XX/XX/XXXX. I do n't remember the exact date I submitted everything, and I ca n't seem to pull up a record of that date on my account or in my email. I 'm XXXX, and I had a legal name back in XX/XX/XXXX. The change was of my full name, first last and middle. I submitted a copy of my new ID on the PayPal website in XX/XX/XXXX. On XX/XX/XXXX at XXXX XXXX I called their customer service number as it had been multiple weeks and they still had n't changed the name on my account. The person on the phone told me that it 's a different department that handles name change, and that she could n't do anything to fix it, but that it can sometimes take a month to go through. I decided to wait a while longer, and on Monday ( XX/XX/XXXX ) at XXXX XXXX, I called again to speak to someone. The person on the phone confirmed for me that the copy of my ID was submitted, and confirmed that it has been long enough since I submitted it that it should have gone through. She initially recommended that I make a new account, but given that this current account has all of my financial records on it, I did not feel that was an acceptable solution. She gave me the email address of the department that handles these claims. The email address is XXXXXXXXXXXX. I was irritated that somethings as simple and routine as changing the name on my account to reflect my new legal name was taking this long. I sent an email to the address the customer service representative provided. I 'll add an image of this email as an attachment. I received a response the next day that referred to me by a name that is listed on my credit card, but not the name that 's on my account. Over a year ago I succeed in partially changing the name on my PayPal account. It was updated with my now legal first name listed as my middle name. At the time I found this to be a very helpful response and I was satisfied. Since then, I 've had my full name legally changed and I should be able to update it on their website. The name that I was called in the two email responses from PayPal were not the name on my account, but my full dead name with my previous middle initial, which says to me that they received my request, saw that the middle name listed on my account was my preferred name, and opted to use a name that is n't on my account instead in order to intentionally cause me pain. Your instructions here say to not mention my name, but seeing as this is regarding a name change, I 'm not sure how to proceed with providing this information. As a XXXX person, being intentionally called by my previous name ( XXXX ) is a very painful experience. It is my belief that this was willfully and intentionally done to cause me harm as a XXXX person. My initial request for my name to be changed explained that I 'm XXXX and explained that I had a legal name change of my full name, and I believe that the harassment I 'm experiencing now from their staff is intentional. Today, I contacted PayPal 's customer service again and I spoke to a supervisor named XXXX who said there was nothing he can do and that I 'd need to write a letter to PayPal 's corporate office in order to submit a complaint. He also confirmed for me over the phone that my initial request was received and that he has " no idea '' why they would refer to me by the name on my credit card as opposed to the name on my account. He said to me that it is not company policy to do that, but that there was nothing he could do about it for me.

Company response to consumer: Closed with non-monetary relief