Consumer complaint received 2017-03-27 00:00:00
Product: Money transfers — Domestic (US) money transfer
Issue: Other transaction issues — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
About a month ago, we changed bank accounts from XXXX XXXX XXXX to XXXX ( we are both military veterans and felt that XXXX would provide us better service than we had been receiving from XXXX ). Within a day or two of switching our account, we went to all of our creditors and updated our payments for autopays that had originally been through XXXX and now would be through XXXX. This included paypal as we have quite a few autopays that go through this payment option such as our tv streaming subscriptions. XXXX had been informing us that some of our payments were being returned and we were ending up with return fees of {$35.00} a piece. We informed paypal about this and stated our payment option had been updated to distribute payments from our new default account - XXXX debit card. We removed our previous debit card via XXXX, however, paypal would not let us remove the XXXX checking account #. We did n't think this was too much of an issue as we had made our default payment option as our new debit card. We found it strange that it would not let us delete the previous bank account though. We had emailed paypal about this concern, but we have not had a reply at all. Additionally, we wanted to escalate this as paypal did this previously to us about a year ago when we had switched from XXXX to XXXX bank. They had apologized and deleted it for us over the phone, however, the damage had been done even though we had done what was needed to update our paypal account. 
We refuse to make payments to cover up a situation that could have been avoided had paypal not kept our old account in ( even though there had been multiple attempts to delete it and we had made our default payment option via our new debit card ). Based on our previous experience with XXXX, it appears that this is a common situation, however, I am not sure what paypal would have to gain from not updating an individual 's banking info. Strangely, some of these withdrawals are coming out of our closed account while others are coming out of the debit card we made default. It is odd how payments are not all coming from the same place. 
Either way, we feel our follow up and desire to remedy the situation has been thorough, especially having to go through this same situation a little over a year ago. Paypal needs to change their way of documenting payment options as we do not seem to be the only individuals suffering from this. 
I 'd like to ensure that paypal cover any return payment fees from XXXX and also write a letter to XXXX stating that it was because of their inability to update our account to our current payment option, this occurred. In the meantime, it looks like we have carelessly allowed this to go through XXXX when that is the last thing we would have wanted. 
We thank you in advance for any assistance you can provide to us. 
Respectfully yours, XXXX XXXX XXXX ( main account holder under XXXXXXXXXXXX ) XXXX XXXX XXXX XXXX XXXX spouse )

Company response to consumer: Closed with explanation