Consumer complaint received 2023-10-31
Company: Paypal Holdings, Inc
State: TN
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I have a Paypal Business Debit card account with 2 unique cards attached to the account. One for me and one for my wife. I have had 2 separate strings of incidents in the past 6 months, where I have had fraudulent charges on the account. Paypal does not offer live support as they used to, and both times, I have put a lot of time into trying to report fraudulent charges that I see occurring in real time ( auto email confirmations ), where it is impossible to communicate to Paypal within a reasonable timeframe. Maybe next day or days before getting a return communication. 

Both incidents, after investigations, it was determined that the charges were-in fact fraudulent and my account credited. Both times, it was I who locked my card after the occurrences and requested a new card. After the second, most recent incident, I replaced all of the merchants using my Paypal account with other methods, namely creating unique virtual credit card numbers for each merchant ( using a credit card I've had for decades ), in order to find the perpetrator, in case the fraud is occurring from one of my merchants. Also after the second new card was shipped to me ( and new exp date card shipped to my wife ), I refuse to activate them, so my Paypal is not being used by me at all at this time. 

Still, I get strange messages from Paypal, warning me of unusual activity on my account, with no way for me to contact a human being who will explain what might be happening. The only thing that I have been doing in my account is clicking the " Close My Account '' button, where I then get an error message directing me to the most recent fraudulent charge, say that " Open Issues '' must first be resolved. The issues have all been resolved, including the issue being pointed to in this error message, AND, I have an email from Paypal telling me so. 

SO now, DAILY, I get suspicious activity warnings from Paypal and they are not hearing me. They are most certainly not talking to me. All communications from me have to go through a a chat secured with a pin code, where each time, someone different responds with some generic response. So they have now locked me out of my account and are telling me that nothing further can happen until I provide different forms of identifying documentation. 

My problem with complying with this is, I am STILL not speaking to a human being. They apparently have not created a proper case out of this and the people writing back through the secure chat are different each time, and I am not even certain that they are human. So, being that I was first throughout ALL OF THIS in communicating fraudulent activity on my account, and disagree completely with how they are supporting it, and not to mention -- where are these attacks coming from?, and they KEEP HAPPENING, and the suspicious activity ( according to Paypal ) with no particular descriptive apparently keeps happening, I have no choice but to consider Paypal a security risk. 

Again, Paypal has demonstrated very clearly to me that their platform is a security risk, and I will NOT provide documentation to close this account, CERTAINLY without speaking with a human being. I do not need the platfor any longer. And I do not trust it with my personal data. They need to close my account.

Company response to consumer: Closed with non-monetary relief