Consumer complaint received 2022-12-18
Company: Paypal Holdings, Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
This is related to CFPB Complaint ID XXXX. 

Original complaint text : My father passed away in XXXX. I am his daughter. Since then, I have called PayPal no less than 8 times and am always on hold for a minimum of 30 minutes, usually longer, before someone can help me. The people themselves are very nice, but no one can tell me where the money in his account is. All we ask is that it be deposited back into the checking account my dad opened the PayPal account with. I do not want the money- it should go back into the account he opened it with, which is a joint account with my mother- who is the sole beneficiary of his estate. PayPal even acknowledges that this is their processwhen an cactus closed to refund back to the opening checking account. But, I am not confident they know their own processes as up until XXXX they still hadnt marked my dads account as deceased- even though we submitted his death certificate and his marriage certificate 3 times. The amount in question is XXXX. This has been going on for 6 months, I dont understand what the delay is and why no one can help. My mother needs that money. She has XXXX and that money is needed to help pay for her meds and other costs. Every other company has been helpful and knowledgeable about what to do when an account holder diesthis is so frustrating. 

After the original complaint was filed : Paypal called me and they said they had to get permission from my mom to speak to me about my father 's account ( as he passed away and she is the sole beneficiary ). She gave her permission and I spoke with someone who was initially very helpful. He said a check had been issued but wasn't cashed. He would stop payment on that check and then have the funds refunded to the account my dad opened the account with. This was supposed to take 15 days ... .it has been over 30 and NOTHING. This has been going on since XXXX! And Paypal doesn't give out any contact info for their reps, like a direct line, so I can NEVER get the same person to keep continuity. So, each time I call, I waste no less than 45 minutes on hold and then re-explaining this situation. Not only is this extremely frustrating and a waste of my time, it is also very painful as we are still recovering from the loss of my father and my mom needs that money for her own care. It seems like Paypal both doesn't care about it's customers and their families after their customer has passed away, and like they don't want to refund the money that rightfully belongs to my mom now that my dad passed away. It is only $ XXXX. This is so insanely ridiculous that I have to keep fighting. 

Update to original complaint : At this point, I am ready to file a lawsuit for more than the $ XXXX. This seems potentially class action worthy. How can a company this size not know how to handle an account once a customer has died? Either return the money via the account my dad opened his Paypal account with ( which by the way, your rep promised would be done ), or issue a new check in my mother 's name, to her new address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX ). We have provided the death certificate, and their marriage certificate, and also her new address. I am at a total loss and honestly just want to cry at this point. My mom is sick and needs this money for care, and it is her money. We are not asking for anything more than she is owed, at this point. But if someone from Paypal doesn't reach out to me ( daughter ) and get this sorted, I will sue for more than $ XXXX. And the thing that really kills me is that I don't want to do that. It will be a tremendous waste of my time and Paypal 's, and we will both lose money to lawyers. I really hope this makes it to their legal department and someone with some empathy looks at this and understands the ridiculousness of the situation.

Company response to consumer: Closed with explanation