Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #5091326
Complaint Overview
Complaint ID: 5091326
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account
State: North Carolina
ZIP Code: 28277
Date Received: 2022-01-10T12:00:00-05:00
Date Sent to Company: 2022-01-10T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Problem : Requesting a physical check for the full balance in my PayPal account On XX/XX/2022, I called PayPal Customer Service at XXXX and talked with XXXX who confirmed the PayPal Policy that a customer can " Request a check by mail ( Get it in 5-10 days for {$1.00} ) '', but she said that the customer must use the system to link debit/credit cards and a bank account number for an e-check to be transferred to my bank account. " Request a check by mail '' is NOT an e-check, as it involves sending a physical check via the U.S. Post Office. XXXX had already confirmed that the phone number I was calling from was on my account profile. Also, she could have asked me my mailing address and confirmed that it was correct on my account profile, but she did not. PayPal should be able to confirm a customer 's identity and mailing address via the phone, as other financial institutions do by asking questions. XXXX placed my call on hold at least twice, I'm assuming to talk to her supervisors. But to no avail, she insisted I use their system which clearly provides an option to click on to " Request a check by mail - Get it in 5-10 days for {$1.00} ''. See attached screen shot. But when I select it, it tries to force me to set up BOTH a debit/credit card and a bank account number. I suspect that what PayPal is really trying to do is prevent customers from closing their accounts. Having more services and products linked to the account prevents customers from closing their account. Given that my money in my PayPal account is NOT FDIC insured, I do not want to give them access to my bank routing and bank account number. No other financial institution requires me to sign up for more services or link other bank accounts to withdraw funds from my account when my intent is to close this account! They have denied me the ability to receive a physical check for the full amount in my PayPal account for {$1.00} fee on the call ; even though, I have a screen shot that clearly shows their company policy allows this. I also followed up with the same request to their email " XXXX '' after the call including a willingness to send them an image of my driver 's license, but as of XX/XX/2022 I have not received an email reply.
Frequently Asked Questions
What is Complaint #5091326 about?
Complaint #5091326 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Managing, opening, or closing your mobile wallet account. It was received by the CFPB on 2022-01-10T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.