Consumer complaint received 2022-10-19
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:
On XX/XX/XXXX both my husband and I opened our PayPal accounts and hit the 'close account ' button under settings. We were both given a screen that said they were unable to close our accounts, please contact customer service. 
I phoned and was told that PayPal was undergoing system updates and to call back within 24 hours. 
On XX/XX/XXXX I phoned again and was told the system updates were still in effect but that they would create an 'escalation ' ticket to insure my request be dealt with quickly by their escalation team. 
On XX/XX/XXXX I phoned again and was told there were no system updates blocking them, but that there were pending charges on my account blocking them from proceeding with closing my account. I insisted there were no pending charges ( the account had no active billing agents attached and we had not purchased anything using PayPal in a long time period ) I requested to speak to a supervisor. The supervisor confirmed we had no pending transactions but that a 'shadow account ' was showing on his screen blocking him from closing my account. I asked what a shadow account was- he really couldn't give a description- just kept repeating I had one. He went on to say that it was attached to my Venmo account. He said if I closed Venmo- it would remove the shadow account and he could close my account. I immediately advised my husband and we both closed our Venmo accounts in 5 minutes. I phoned XXXX back, another rep said the shadow accounts were still blocking him. I phoned Venmo back and explained what the XXXX  rep said about shadow accounts, the Venmo  rep said my account never had shadow accounts attached to it. I asked her how she could be certain, she said it's an automatic alert on their side- they have a history and my account never had a shadow account. She told me to give XXXX customer service this ticket number ( XXXX ) to prove her claim and that they were mistaken. I phoned XXXX back and gave them the ticket number, once again, they said they would write an escalated ticket to insure my request be honored. 
XX/XX/XXXX Again, no representative has returned the call ( as promised the three previous days ) and my requests for help on their messaging service have not only been unanswered- they have a not saying my message has been closed. I phone again. This rep gives me the same three excuses I've heard for 3 days. I refute each one effectively, they are at a loss and send me to their manager- immediately the phone is disconnected. XXXX from Nebraska office phones me back about 20 minutes later ( this is the ONLY time any representative from PayPal has attempted to call me in these 12 days. He, too, tried the same tactics ( pending charge, shadow account, etc. ) and ultimately said he would write an escalated ticket and I should hear back within 24 hours. 
XX/XX/XXXX Frustrated, I phoned again. ( These are some of the reps I have spoken to in these 12 days : XXXX, XXXX XXXXXXXX, XXXX, XXXX, XXXX, XXXX, XXXXXXXX XXXX XXXX, XXXX, XXXX, XXXX ) Again, the same excuses. This time, the supervisor 's supervisor XXXX says he will further check into my account, after confirming there were no system updates, no pending charges, no shadow accounts in his words " Your account is clean, I'm not sure why it won't close '' he said he would escalate the ticket. I explained I'd already had numerous escalated tickets and not one call back. He was looking into my account and said there were NO escalated tickets!!! Under speculation, you can only assume they are advised NOT to create one. XXXX provide me with a number XXXX  XXXX to reference to insure I did have an escalated ticket. He assured me I would receive a call in 24 hours. 
XX/XX/XXXX No call from them. I phone again ... they look up the escalation ticket but now they state there is an issue on their end preventing them from being able to process closing accounts. They tell me they will write another escalated ticket and a member from the " back end office '' will contact me with a resolution. 
This has persisted for 6 days ... I've called everyday- the same run around. Today, when I try to call their customer service prompt says if you are calling to close your account you can not speak to a customer rep, you must message them through text/messaging system only. I explained I was calling to speak to a rep, it put me through- this rep went back to square one- trying to claim I have shadow accounts ( even though I've proven I don't ) and dismissed there being a systemic issue. 

Here 's the rub. They have policy updates taking place the first of XXXX. We ( my husband and I ) reject these. If we do not close our accounts- it is stated we are agreeing to these policy updates. However, they won't let us close them. 

I've emailed the acting CFO, marketing rep, media rep, and one other with these accounts. I've left voice messages for XXXX XXXX and XXXX XXXX ( two of the reps above ) and have not received any response. I've filed a complaint with the XXXX in XXXX no response from XXXX to my complaint as of yet. I've filed complaints with the FTC.gov, and both attorney general offices in Texas and California. 

I have video recorded one day 's calls where they reiterate all the same excuses and I battle each on only to have them transfer me to a supervisor and the phone is hung up. I've tried to call customer service on some days and if I dial from my phone ( connected to my XXXX account ) I was on hold over 2 hours with no answer ; however, if I used my daughter 's phone to call in- a rep answered in 2 minutes. I have had reps tell me to stop calling. However, their on directive says I must call customer service to close my account. 

I created a username on their PayPal Community forum to try and get solutions from others in my situation. I tried to use XXXX as my username. It said it was already taken, their computer suggested XXXX and I accepted it and it allowed me to create a user account to post on their community forum- I shared my experience and with in 5 minutes I get a response saying my post was removed and my ability to post was suspended because the username was not acceptable. I responded that I used a username their own system suggested but if they needed to change it I gave 3 options. I received a response back that my account to post was reinstated. I assumed it let me keep the old one. No, they had not exposed my full name as my username, without my permission.

I have since found dozens of others with the same issue- some have been trying to close their accounts for 3 years!! A lawsuit by XXXX, XXXX XXXX XXXX XXXX in NJ was filed last week on behalf of investors alleging that PayPal created millions of bot accounts and refused to close accounts as a means to defraud investors. I'm caught in this loop. This is a systemic issue with PayPal that has existed since it changed owners in XXXX but most of these practices started in XXXX. 

I am at a loss and see millions stuck in this situation. Something alarming is their claim that even if you close your account, they still have full access to all your account and personal info. In fact, my friend was able to close her account two days ago and received 4 emails urging her not to close and warning her that even if they close her account- her information would not be deleted and could be used for their purposes. Isn't there a law against these type of practices? 

Please help.

Company response to consumer: Closed with non-monetary relief