Consumer complaint received 2020-09-27
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I have a PayPal card which is linked to a XXXX account. The profile includes my email address, a password, and a two-step verification process which texts a code to my cell phone as an additional precaution..a final step to access the account. Months ago, my phone was demolished in an automobile accident, and I have not had that phone number since that time. So, when I try to access the account now, I get through the first two steps : username and password. Then the automated system attempts to send a code to the old number XXXX XXXX XXXX XXXX. I have contacted paypal almost daily for the past month, trying to get them to update my phone number, because there is no way to do so on their automated system. The only way to update the phone number is to log in to your account, then update the number. I can not log into the account, because I do not have that phone anymore. I'm getting a total runaround from paypal, on the few times I have been in an online chat with a representative, they tell me that I am scheduled to receive a call back from a representative. However, they never do call me back. They've placed a limitation on my XXXX card so I no longer have access to the funds that go into that account. I have XXXX dollars on the paypal account which I am unable to access. My name is XXXX XXXX. My account user name on the account I'm having trouble with is XXXX. The phone that is linked to that account ( the phone I no longer have access to ) is XXXX XXXX XXXX XXXX. I am trying to update the phone number to my current number, which is XXXX XXXX XXXX XXXX. So essentially, they are trying to permanently deprive me of my money by not allowing me to update the phone number. Please call me. I need help. 
( The following is a transcript of chats I've had with PayPay recently ) : Hi! I'm your PayPal Assistant. I can help with common questions like " what's the status of my dispute '' or " I want a refund ''. 


If I can't help, I'll transfer your message to an agent. 

XXXX XXXX - PayPal Assistant Hi. I would like nothing more than to talk to a representative XXXX XXXX Would you like to send this conversation to a customer support agent? We typically respond within a few hours. 

XXXX XXXX - PayPal Assistant Yes XXXX XXXX If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded. 

XXXX XXXX - PayPal Assistant I want to send XXXX to XXXX. 

Also, I need to update my phone number on the XXXX account. The new number is XXXX XXXX XXXX DH Welcome to PayPal Messaging XXXX! Thank you for patiently waiting. 
I show that there's no funding source linked with this account, link your bank/card to make a payment. 
Further, I've sent you an email with the easy steps to reset your password for the other account. Please note, If you've activated 2 Factor authentication on your other account and don't have access to your phone number, you need to call us as we can't help you over message if you don't have access to the phone linked with your account. 
Please share the last two digits of your bank/card linked with your other account so that I can share more details with you. This is for validation purpose. 
Feel free to reply whenever you're ready and we'll reply as soon as we can. 

XXXX XXXX  - Durgesh I signed up for this new acct because I've been trying to reach someone who will help me with my other account, which is '' i '' XXXX ''. The password on that account is. XXXX ''. The phone number on the account is XXXX. That phone is no longer available to me, so I am unable to log in to my account. I need to update that number to XXXX, or XXXX. I was bilked out of XXXX dollars on a PayPal scam with a XXXX XXXX   card. I am now reduced to this course of action sinc I'm unable to talk to anyone at PayPal. Tr I DON'T NEED TO CHANGE MY PASSWORD XXXX XXXX  I need to talk to a person. I am going to drive from XXXX XXXX to XXXX XXXX or wherever you guys are I need the phone number on my other account updated I want to speak to a representative I want to talk to a living, breathing person. My phone number is XXXX. Call me before XXXX today or I'm on my way to PayPal headquarters at XXXX Call me now, if you're there. 

XXXX XXXX XXXX Hi! XXXX. looks like you are able to login successfully. 

XXXX XXXX - XXXX XXXX XXXX Heres how to add a phone number to your PayPal account : Click theSettings icon next to " Log out ''. 

Click the ( + ) Plus icon to the right of Phone.

Add your phone number and click Add number.

Heres how to update a phone number on your account : Click theSettings icon next to " Log out ''.

Click Update to the right of your phone number.

Make your changes and click Change Number. 

Heres how to remove a phone number from your account : Click theSettings icon next to " Log out ''. 

Click Delete beside the phone you want to delete. 


XXXX XXXX  - XXXX XXXX I CAN'T XXXX LOG IN XXXX XXXX  XXXX  Here 's how to remove the limitation on your account : Go to the Resolution Center. 

Under 'Your account access is limited ', click Go to Account Limitations. 

Next to each step required to remove the limitation, click Resolve, and follow the steps to provide that information. 

If you complete these steps and your account remains limited, it might be because : We need additional information from you. We will send you an email to let you know exactly what information we need We have not finished our review of your case. We'll email you the results of our review XXXX XXXX - XXXX XXXX XXXX Are you getting an error message when you are trying to login? What seems to be blocking you? 

XXXX XXXX  - XXXX XXXX The automated system is asking me to give them the six digit code after I put in my password I no longer have that phone on that account XXXX XXXX  RN I see, may I please have a phone number so I can call you? 

XXXX XXXX  - XXXX XXXX XXXX XXXX XXXX XXXX One of our account specialist will be giving you a call to help you with removing the limitation on your account within the day, please keep your line open. 

XXXX XXXX - XXXX XXXX Messages are worked in the order theyre received and well send you a notification to your app, PayPal account, and email you when we reply. Thank you. 

This conversation has been closed. 

Messages are available in the Message Center for 90 days from the day originally sent. If you would like a copy of any messages prior to that timeframe, please contact us. 
HELP CONTACT US SECURITY FEES

Company response to consumer: Closed with non-monetary relief