Consumer complaint received 2026-04-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Problem adding money — 
Company: Paypal Holdings, Inc
State: TN

Complaint narrative:
This is a supplemental complaint to complaint number XXXX. PayPal/XX/XX/XXXX has provided contradictory response to XXXX different regulators. To the CFPB, they admitted a system fault. To theXX/XX/XXXX Department XXXX XXXX XXXX, they claimed the system operated appropriately. I request that the CFPB investigate this inconsistency, as it suggests either a failure of internal review for a potential misrepresentation to XXXX of the agencies. The response to CFPB and my feedback is provided within the complaint numbered above. The response to the XX/XX/XXXXDepartment XXXX XXXX XXXX is as follows : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXXXX/XX/XXXXXX/XX/XXXXDepartment XX/XX/XXXX Complaint XX/XX/XXXX XXXX Dear XXXX XXXX, I am writing on behalf of PayPal Inc. in response to your complaint to the XX/XX/XXXX Department XXXX XXXX XXXX regarding PayPal 'sXX/XX/XXXXproduct. I understand being unable to add funds to your account would be frustrating. Please see below for further details on the complaint and our response. Your complaint stated you attempted multiple times to add funds to your XX/XX/XXXXaccount, though your attempts were declined by XX/XX/XXXX. You requested for XX/XX/XXXX to allow you to add funds to your XX/XX/XXXX account. Response XXXX XX/XX/XXXX, you created a XX/XX/XXXX account at which time you agreed toXX/XX/XXXX User Agreement. On XX/XX/XXXX and XXXX, XXXX, you attempted several times to transfer {$350.00} from your linked XXXX Bank account to your XX/XX/XXXX account. However, your attempts were declined byXX/XX/XXXX internal security model. It is important to note that the Holds and Limitations section of the User Agreement advises that under certain circumstances, in order to protectXX/XX/XXXX and the security and integrity of the network that uses theXX/XX/XXXX services, XX/XX/XXXX may, in its sole discretion, take account-level or transaction-level actions. Our internal security system takes into account multiple factors to assess potential risk associated with a transaction. In this case, the risk factors identified by our internal security system included but were not limited to : You were accessing yourXX/XX/XXXX account from a device that was inconsistent with your historic Account access. You were accessing your account from a location that is geographically inconsistent with your registered address and your historic account access The transfer attempts were for amounts higher than previous transfers you had made. When viewed together, this type of activity can be indicative of unauthorized account access and carries a higher-than-average risk of fraud-related reversals. While we recognize this can be a frustrating experience, this system helps uphold the safety and integrity of theXX/XX/XXXX community and is intended functionality. On XX/XX/XXXX, you successfully initiated a transfer in the amount of {$5.00} from your bank account to your XX/XX/XXXX account. Upon receipt of your complaint, we conducted an additional review and confirmed noXX/XX/XXXXerrors occurred when declining your transfer attempts due to the aforementioned risk factors. While I am glad I could provide clarity on these particular declines, the Holds and Limitations section of the User Agreement advises that our decision about holds and limitations may be based on confidential criteria that are essential to our management of risk and the protection of XX/XX/XXXX, our customers and/or service providers and that ultimately, we have no obligation to disclose the details of our risk management or security procedures to you. WhileXX/XX/XXXX Support may be able to assist with some declined transactions, this may not always be possible depending on the reason for the decline. Additionally, please note that the security measures mentioned above can not be permanently deactivated. Therefore, you may continue to experience declined payments or other account actions. Explanation of ClosureXX/XX/XXXX actions in this matter were taken in good faith and in accordance with the User Agreement and online Help Center articles when declining your transfer attempts. As stated in more detail above, we confirmed that you successfully transferred funds from your bank account to XX/XX/XXXX on XX/XX/XXXX, though you may continue to experience declined payments or other account actions. We offer our sincerest apologies for any difficulties you may have encountered while using our services. Please feel free to contact PayPal 's XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX if you have any questions or concerns or if we can be of further assistance. Respectfully, XXXX XXXX. XXXX XXXX XXXX XXXX XXXX PayPal , Inc . My Response : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PayPal, Inc XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Email via XXXX Dear Executive Office Personnel : Voided the avenue of submitting a reply to PayPals response to the XX/XX/XXXXXXXXXX/XX/XXXX Complaint Number XXXX for a clearer assessment, Complainant XXXX XXXX is submitting this correspondence to dismiss PayPals XX/XX/XXXX response to said complaint. Within PayPals response it is stated : The internal security system takes into account multiple factors to assess potential risk associated with a transaction. In this case, the risk factors identified by our internal security system included but were not limited to : You were accessing yourXX/XX/XXXX account from a device that was inconsistent with your historic Account access. You were accessing your account from a location that is geographically inconsistent with your registered address and your historic account access. The transfer attempts were for amounts higher than previous transfers you had made. We conducted an additional review and confirmed no XX/XX/XXXXerrors occurred when declining your transfer attempts due to the aforementioned risk factors. My Response : After several attempts to add funds to my account on XX/XX/XXXX and chatting with XXXX agents, I engaged in trouble shooting ; I checked my bank account ; I used another device and again linked my bank account to myXX/XX/XXXX account via XXXX. My geographical location remained the same as it had been for other successful add fund transactions completed such as the XX/XX/XXXX transaction of {$180.00} from the same device and same geographical location in which denials occurred on XX/XX/XXXX, XXXX and XX/XX/XXXX. On Sunday, XX/XX/XXXX, I received an e-mail from XX/XX/XXXX ( support request XX/XX/9723XXXX ) which she stated We were able to make temporary adjustments in our system so that you can add your funds from the bank account. Please attempt to now add funds from your linked bank account On Monday, XX/XX/XXXX,XX/XX/XXXX., wrote Please attempt to add your funds now, we have made appropriate changes on account to help you add funds at this instant itself. Testing the situation, XX/XX/XXXX on XX/XX/XXXX, I initiated a {$5.00} bank transfer, which was successful. XX/XX/XXXX, on XX/XX/XXXX, I initiated an {$80.00} bank transfer using the same device, same location, with an amount less than the {$180.00} historical successful amount. XXXX message at XXXXXX/XX/XXXX, We couldnt add your money. The risk factors PayPal stated succumbs to the actuality that transpired. Therefore, XXXX XXXX XXXX dismisses XXXX Response to theXX/XX/XXXX Complaint XXXX. Sincerely, XXXX XXXX XXXX To the CFPB , PayPalXXXX said our system was at fault, to the XX/XX/XXXX Department XX/XX/XXXXXXXX , a different PayPal/XX/XX/XXXXrepresentative said the internal system operated appropriately. That is a direct factual inconsistency from the same company.

Company response to consumer: Closed with explanation