Consumer complaint received 2024-07-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: WV

Complaint narrative:
I have a PayPal account which I set up on a two-step MFA. I used my phone number at the time of XXXX. For years, no problem. Recently, after having moved, I had to change my phone number. I never thought about nor was ever told by any of these companies that if you don't update your telephone number prior to changing it, you can't get into your account. Nor did I think anything about it. I have been trying since XX/XX/XXXX billing to get onto the account. 

Last night, XX/XX/XXXX, I tried just that. Getting into my account. It would not let me. I tried their way of taking a picture of the front/back of my driver 's license and it would not take. Even trying to upload those pictures, it kept denying me. " Image was too blurry '' was one comment. Facial recognition not accepted was another. 

They wanted me to give me the full account number on a card ending in XXXX. I searched all of my credit cards and could not find that card. it was a former credit card of mine through XXXX XXXX XXXX XXXX XXXX XXXX XXXX that was closed after there was a data breach. Unfortunately, it never occurred to me to remove that card and update the new card information. We then went through a series of questions. I answered them correctly. 

I called and spoke with their technical support. I was assured they had updated the new phone number. After many tries, I was advised by the representative to allow it to update last night and try again this morning. I did. Still no success. It wants to send me a verification to my old phone number of XXXX instead of my new phone number of XXXX. 

I understand security. I understand protecting me. I understand the process. However, I should not have to jump through hoops this severe and meet obstacles at every corner in order to update my contact information. At this point, I can not see what the charges were/are for the {$93.00} and/or even make a payment. 

On XX/XX/XXXX, at XXXXXXXX XXXX I called again. I spoke to XXXX. She passed me through to an automated balance account inquiry. They are not helping me get this matter rectified. Even she advised me that my previous phone number XXXX, was listed as my two step MFA, even though they had my new number on file. 

I have spent countless hours in getting this matter rectified. 

Next, I spoke to XXXX, who did help me with PayPal XXXX Accounts. She was able to send me a link to authenticate myself, both through video and driver 's license front and back. I tried the same thing on PayPal ; however, it was not accepting, nor did it have a video option. However, this issue lies with PayPal and not PayPal XXXX  I was transferred over to PayPal and spoke to XXXX in the XXXX. They could not update my PayPal account because I didn't have the card any longer ending in XXXX. I did verify that my XXXX XXXX XXXX account was attached, however, that was not sufficient. 

There need to be laws that these agencies do not put individuals through this kind of a hassle. I have spent countless hours trying to rectify something as simple as a telephone number change. I have even uninstalled the PayPal app on my telephone and reinstalled it, with no success. 

I have never walked away from a balance owed, however, I will not pay the Paypal account until I can get access to it again, see the charges and continue to use it. I do not want them putting anything late on my credit report as I have demonstrated my willingness to get this matter rectified, however, their policies are not kind and conducive to help others. I understand security, however, there needs to be other measures and when I can give you the Banking Information associated with the PayPal account, that should be sufficient.

Company response to consumer: Closed with non-monetary relief