Consumer complaint received 2020-09-16
Company: Paypal Holdings, Inc
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
OnXX/XX/20 I received a debit card via the USPS from Paypal. I did not sign up for an account nor did I authorize an account to be set up in my name. I do not now, have ever or plan to do business with Paypal. The account was opened fraudulently with my personal information. The card came with a 16 digit card number, a 3 digit safety code and my name printed on the debit card. Literature enclosed with the card asked me to set up direct deposit from my employer, had a routing and Assigned Account number. I called the phone number on the back of the card to attempted to speak with someone regarding this situation. After several prompts the automated system stated they were unable to take my call and disconnected. I then tried 8 other phone numbers listed for Paypal I found online and affiliate banks that were listed on the card. All of the calls ended with the same message and disconnected. In total, on XX/XX/20, I made 21 calls over the course of several hours with no results or any option to speak with a live agent. The automated system asked for the 16 digit account number but since it was a fraud account I did not want to enter those numbers fearing it would " activate '' the card. One of the automated system prompts suggested going online for inquiries. This requires registration of one 's account. Since the account was set up fraudulently I did not feel it was a smart idea to register a fraud account. On the morning of XX/XX/20 I made multiple attempts to contact Paypal all with the same result as my numerous calls of XX/XX/20. I then located the card issuing bank listed on the back of the card and called their customer service. When I contacted The XXXX XXXX the person I spoke to stated he, unfortunately, was unable to help. He also stated that he was instructed by Paypal via management, a year ago, that he/call center reps were not allowed to transfer calls to Paypal or give out any phone numbers to customers who wanted to contact Paypal. After being unable to get Paypal on the phone after multiple attempts I tried to contact them via social media only to get, what appeared to me, chat bots that were unable to help or offer any other form of contact. I have yet to hear back from Paypal from my social media private/direct messages. It is clear to me that Paypal is avoiding any and all contact with customers or anyone else needing to have questions answered. This is a very dangerous practice as people 's credit/financial status is at risk. Paypal did not do their due diligence when opening this account. I did not receive an Adverse Action letter nor did I receive any Enhanced Due Diligence Letter during the account opening process. No other contact was made by Paypal to verify if the application was fraudulent or valid. I have made every reasonable effort to contact Paypal regarding this account that was opened fraudulently and it seems as if Paypal has made a deliberate effort to avoid being contacted.

Company response to consumer: Closed with non-monetary relief