Paypal vent - please be careful using them!

[ChrisnSteph]

This is sort of long, but I have to vent because I'm so ticked off! I've heard that Paypal is a nightmare to deal with, and now I've seen for myself! Anyone who uses Paypal needs to be careful!!! I sent some money to my mother this morning via Paypal. I didn't realize she had two Paypal accounts under different email addresses, so I sent it to the one I thought was active. Well, apparently she hasn't used that account in years, so when she tried to access it she couldn't remember the password. That prompted Paypal to send her a couple of personal questions she had to answer correctly to retrieve her password. The questions had to do with the name of her pet and last four digits of her SS#. After a few tries, Paypal locked her account and the only way she can get access to it is by faxing in copies of her DL, bank statements, and so on. Keep in mind, my mother is older, and her memory isn't what it used to be. She only had two pets at the time and she knows her SS#, but each time she tried to submit her answers Paypal told her the answers were incorrect. So I get the number to Paypal and call them. I explain what happened, and if they could just reverse the transaction so that I can send it to my mothers correct Paypal account. He tells me that can't do that because the transaction is completed. I ask how it can be completed when she can't even access her account to claim the money? He repeats that he can't reverse the transaction. Fine - so I get my mother on the phone. He emails her something that gives her 4 more tries to answer the previous questions correctly. She types in the only answers she knows could be possible, and it still won't let her in! So basically he tells her that the only way for her to gain access to her account is to send in all the required info. The problem is that when she created this account, she was temporarily living with me, so she used my addresss. Well, I moved from that address three years ago, and she has nothing that ties her to it because she only lived there for a couple of months. The rep told her that unless she can prove her identity, including sending something like a bill or other document that proves she lived at the address on the account, then her account will remain locked. When asked about what happens to the money, he replied that "It will sit there forever.". What?! By this time my poor mother is in tears, and I'm ready to blow a fuse. I doubt that even if she sends in all the required info that they will let her access her account. I had a Paypal account locked years ago due to a similar password problem, and though I had sent in all the info they requested, they never unlocked my account and I ended up just giving up. I only lost a few dollars that time, but they are holding onto $130 of my mothers money, and basically are not leaving her with any way to access it. I feel like it's thievery and fraudulent. Anyway, if you use Paypal, be careful - they can sieze your money and you have to jump though hoops of fire to get it back, if they'll even get it back to you.

 

[CarolA]

This is EXACTLY why I hate paypal....

It sits there forever and they make money off it.

A couple of suggestions. Did you pay by CC? IF so, call and dispute it.

Next would be to call the Attorney General in your mother's state and complain. They can probably help!

Paypal is NOT customer friendly and really does NOT offer the protection folks think it does!!!!

 

[SherriW]

I am so sorry that this has happened to your mother. That is one reason that I keep my log in names and passwords to EVERY site I have on the web in my safe here at home.
On the other side I can understand them doing this. It for for safety. Someone did try once and hack into my account ......... I am glad they had those rules then to protect me.
I have used PayPal for MANY years and I have never had a problem w/ them.
Once again, sorry to both you and your mom.

 

[CajunDixie]

Sent a complaint through your state AG and hers and PlanetFeedback.com

 

[ChrisnSteph]

This is EXACTLY why I hate paypal....

It sits there forever and they make money off it.

A couple of suggestions. Did you pay by CC? IF so, call and dispute it.

Next would be to call the Attorney General in your mother's state and complain. They can probably help!

Paypal is NOT customer friendly and really does NOT offer the protection folks think it does!!!!

I sent the money from funds in my own Paypal account. I can't believe that what they are doing is legal. I'm going to make sure that I never have more than a few dollars in my Paypal account from now on. When my mother can verify her SS#, bank account info, and other personal info, there isn't any reason why they shouldn't let her access her account. Especially when I'm on the phone telling them that she's my mother, I sent the money to her, look at my account!!! The fact that they won't reverse it baffles me. I wish I didn't have to use them, but most ebayers prefer to pay that way. I'm just so upset about it and my poor mom is out $130. It took 2 minutes to send her that money, and it looks like we may never get it back. They're evil.

 

[DMRick]

I believe it is legal. It's a protection for those of us who use them and our accounts. I understand you are angry, but if your mom had given you the correct account to use, and had the password, etc for that account, all would have gone well. I hear your frustration, and I'm sorry it happened to you. I had to jump through hoops once for my non business account (my son had sent me $400 from Ireland to put in his US savings account), because I seldom use it, had no idea what my password was, couldn't find where I had put it (they are all on a rolodex locked up now, so my kdis can get to my money if anything happened to me) and didn't realize I had used my PO box for the address, my cell for the phone number (hmm...maybe your mom gave her phone number, instead of the one at your old house..that really messed me up..or did she have a different bank account back then?). Once I sent in all the info they needed, I was good to go..well, I should correct that. Once I sent in the correct info (took me three tries), I was good to go. At the time, I was mad at PP, but once it was over, I realized, the one to be mad at was me.

 

[ChrisnSteph]

The problem is that my mother does have all the correct info. She has the same bank account she used when she signed up so she had that info. She had her SS#. She gave the correct address she lived at when she opened the account. In order to retrieve her password, she had to answer a personal question. Paypal wasn't recognizing the name of her pet, which could only be one of two answers. I understand the need for security, but it ought to be within reason. The problem is with the verification documents they want faxed in order for her to access her account. My mother has no legal document or anything that says she lived at the address she registered with Paypal when she signed up, because she only stayed there for a couple of months. And it was my home, and we moved from there three years ago. The Paypal rep told her on the phone that if she can't verify that address somehow, then she won't be allowed access, even if she can verify EVERY thing else, and even if she still has the same bank account that reflects her current address (which she can prove). That's just ridiculous. So she may never get her money back, which is very unfair and weasely on Paypal's part. I just don't understand why they won't let me reverse the transaction.

 

[tmt martins]

Was the bank account ever reg to that address if so the bank could be a souce of info .even if it's just a statement from then.

 

[Ladybugsy]

There are so many horror stories like this one that I closed my account a while back. If you do a search for "paypal sucks", you'll find a whole website about it. Definately not worth the hassle. I do hope that you and your mother find an answer. What a pain right at Christmas.

 

[DMRick]

There are many more positive experiences on Paypal, than negatives. People with problems usually complain louder and longer than those without do. This story could be added to that website, and people could get madder at Paypal, but in actuallity, an old account was used, and the password forgotten. I don't believe that makes it Paypals fault..or it didn't start out that way.They have rules and they go by them, as hard as it is for us to understand why. All would have been fine, if an old account hadn't been used. You ought to see how hard it is to get money from an old bank account that has already been turned in to the state.
Have her send in all that they ask for (I think I had to fax it), and she can go to a place with a notary, show income taxes, or an old bank statement with that address. Did she actually open it during that short period she was there, or maybe she was using her previous address? Good luck, I hope it all works out for you. I know it's frustrating, and I felt the same way at the time (I put tons of money through Paypal now, and happy to do it as it's much cheaper than accepting credit cards), but hopefully you will be able to come up with all the correct info and get your money.

 

[kilee]

I have to agree I don't see how paypal is at fault here. If they didn't have the security measures- someone else would be made because they'd of gotten ripped off somehow. I hope you can find a way to prove the address and get it straight. A good reminder to everyone that when you move and such be sure to update all your internet accounts too.

 

[DianeV]

Actually there are more and more negative stories about paypal lately and getting worse..

 

[CarolA]

No, it is NOT legal.

Once you have proved who you are they should give you the money.... The "address" and other hoops are to allow them to KEEP your money! I had a friend who wound up hiring and attorney because she was getting business payments via paypal. Paypal "froze" the account because her volume was too high and therefore they "had reason to belive she was engaged in illegal activity" NOTHING would convince them otherwise but the threat of a lawsuit!

 

[HayGan]

I have to agree I don't see how paypal is at fault here. If they didn't have the security measures- someone else would be made because they'd of gotten ripped off somehow. I hope you can find a way to prove the address and get it straight. A good reminder to everyone that when you move and such be sure to update all your internet accounts too.

If the situation was that someone had that info and got into a paypal account, you would likely be furious that paypal gave them access. I understand your frustration, but paypal can't be at fault for protecting the account.

I hope that you can get everything worked out!

 

[DVCajun]

I've read some of the bad press on Paypal and it IS scary to think that they can just lock up your account for "no reason" (not really the case, but in many ways they hold all the cards). I considered cancelling my account with them, but they're really the best game in town if you sell or buy on ebay. Bidpay charges the BUYER, and let me tell you, as a buyer I look out for it and don't bid if the seller uses Bidpay! In addition, Paypal makes it quick and easy to pay for your purchase. I RARELY bid on items unless I can use Paypal. It's a hassle to have to go get a MO and then write out an envelope and find a stamp -- we're spoiled in this age of technology.

My point is that IMO Paypal is worth the risk, both as a buyer and a seller. My clients prefer Paypal, and so do I.

 

[DMRick]

Since eBay and PP got together, whole accounts are seldom locked. I'm on several ebay boards, and I can't remember the last time someone had a Paypal complaint about an entire account. I think it's been a few years, since anyone has come on and announced they were frozen (whole account..I've had one auction's worth frozen). Yes, chargebacks are a pain, however, we agree to them when we sign up. And most people don't realize when anyone takes credit cards and you do a chargeback, the person who took the credit card is charged a fee. At least PP doesn't charge us extra when a chargeback happens. Freezing whole accounts just doesn't happen much..and when it does, we don't hear PP's side. It's usually a very involved case when it does happen, with suspected fraud. But then we only hear one side, as I mentioned above. I'm not an attorney, but I have read enough stories from people who said it was not legal, but they've never been able to prove that. Like I said, try to get your money from a "real" bank, once the account hasn't been used for a number of years, and the address on the account is no longer a valid address.
And in any case, this wasn't a frozen account.

I've read some of the bad press on Paypal and it IS scary to think that they can just lock up your account for "no reason" (not really the case, but in many ways they hold all the cards). .

 

[MCazer]

You know, PayPal is case sensitive, so if she input the pets name with a capital, but was now typing it without, it will not recognize it.

She may have typed all caps, or none at all. She needs to write down every option and try it again. Believe me I know. I have 2 capitals in my password on purpose!

 

[LoriZH]

I am wondering if you just send in her bank statement and her social security number along with her current address that they would unlock the account. I don't believe I own any documents from my old "transitional" address either so it's common not to have it. If in fact they don't after she verifies who she is and her bank info, then I would contact the attorney general's office. I still don't get why they don't reverse the transaction, did you try and go to your account online and request a reversal? Maybe if you do it directly from your account then they will do it because it's done through computer software and not a human being it won't matter if her account is locked.

I had an experience with them once too regarding a password situation (this is when they first started to do business) and all they did was just mail me the password, no other documents needed.

Are you sure your Mom used the Pet's name or maybe she used her childhood pet's name.

Well good luck.

 

[OceanAnnie]

Stephanie, can you work for a resolution from your account? Retract your funds? I'm guessing you'd have to jump through some sort of hoops too, but it seems like you could retrieve your funds and resend them to your DM.

That's a crazy mess you are dealing with! Looks like they could work with you in some way, shape or form. Who needs all that stress (especially now in the height of the holidays)?

Good luck! I hope it all works out!

 

[Lyn5]

OP, I feel your Paypal frustration...I was burned by them a few months back when I didn't recieve an ebay item and I only recieved a partial refund after much time. That and another negative experience are the reasons I stopped buying on e-bay. Goodluck and I hope it works out.