Issues with PayPal

Ok Folks, I am having a problem with PayPal. Would like to know if anyone else has had this happen and if so, what did you do?

I have had a PayPal account for years and have used it a lot. They have all of my bank account information etc. I transfer funds from my bank to PP whenever I need more money in it. Normally a hundred dollars at a time. I went to use it a while back to send some money, and here is the response I got from them:

PayPal is constantly working to ensure security by regularly screening the accounts in our system. We recently reviewed your account, and we need more information to help us provide you with secure service. We would like to return your account to regular standing as soon as possible. We apologize for the inconvenience.

What is the problem? (me)

· Dec 9, 2012: As of April, 2012, new Federal Regulations require Money Service Businesses, such as PayPal, to verify the identity of a customer before we can provide various services or product offerings. As a result, PayPal must ensure we have collected and verified important data such as customer name, address, date of birth, and national tax ID or social security number. Because we were not able to fully confirm your identity based on your current account information, we need to request additional supporting documentation from you.

You will continue to have full access to your PayPal account, but until we are able to confirm your identity, we may be unable to process certain types of customer initiated requests such as adding funds to your PayPal account.

(First) of all, they have never gotten a picture of me. How would they know it was me? (Second), they have all my bank information since I just transfer funds when I need them. (Third), I am not sure if I gave them my SSN originally or not, but will NOT give it to them now. I will give them the last 4 digits of my account. (4th), I am sure I have used PP since April 2012 which is when they say these so called regs went into effect.

I am going to write to PP and tell them that I posted this with Dave's Garden for all to see. I will let you know if I get any reaction. Jeanette

You should have IMMEDIATELY called PayPal and have them confirm or deny that they sent the email-- I seriously doubt it was legit. They always state that they will never ask you for information such as you have here.

I totally agree. Do not send anything!

I, too, agree. If you received the messages via email, you should not respond to them, and above all don't click on a link in such an email. Upon receiving an email of this sort, you should go to the PP website directly (DO NOT use any links from the email), log on to your account as you would normally do. If PP needed to convey information to you, it should show up on your account online. Check the PP menus (while signed on to your account) for anything labeled "Messages" or "Account" or "Your Information", etc. If they haven't posted a warning or message on your PP account, I would assume everything is fine. Either way ignore the emails.

Unless you see a warning (like those above) posted on your PP account, especially when you try to transact business on the site, ignore it.

After reading your thread, I just logged on to my PP account. Note that this was my 1st login since late 2010. I was asked to 'agree' to an electronic communications policy agreement. Otherwise, there was nothing on my account about any of the things you mentioned.

I have had my PP account since before it was 'paypal'. I have used my PP account over the years to send and receive money, but I have never verified my account by giving them my checking account information, just never wanted to use my checking account, not that I don't trust them, because I do. They have my name and address but definitely do not have a photo of me. When I logged on a few minutes ago, they didn't ask me for any additional info, no photos, nothing like that.

Also, it seems most unlikely to me that any kind of new law has been enacted requiring them to get your photo. I have online accounts with several banks. I use those accounts often. None has mentioned any such new laws or asked for a photo. Sounds bogus to me.

Paypal didn't send you that email, it's a scam trying to look like Paypal (I've gotten a very similar message a couple of times). You did the right thing by going to Paypal's website on your own (not by clicking on a link in the message). You may get emails along those lines that look like they're from your bank, credit card, etc too and the right thing to do is always go to the website on your own and log into your account. If it was a real message from the bank, etc then when you log into your account it'll tell you what you need to do. But most of the time messages like that are bogus from scammers who are trying to get your personal info, passwords, etc. Not sure about Paypal, but I know many banks have email addresses where you can forward these "phishing" emails so that they are aware of this sort of thing.

It was NOT an email. When I logged on to transfer funds from my bank that is what I got. Since then I have written back to them and they insist they have got to have it. Both times it was me logging on to their account.

One other DGer said she got the same thing and called them. She said it took her a long time to straighten it out with them.

Here is what I got from the other DGer that got it:

That exact thing happened to me. I would not do it. I called them and asked to speak with whomever was in charge. You will get it resolved. It took a while, but I was furious at the time!

I just wrote and asked her if she used the phone number in their message, or got one off their site. Will see what she says. But, I wrote to their resolution center last night and have not heard anything from them.

If they have corrupted my login to ebay they are pretty darned good. Just in case, I went in to where my login takes me and got the phone number off of their site. Here is the one I got. 888-221-1161. Would some of you look and see if it is the same number you get? Thanks,

Jeanette


edited to add.

BTW, I also went into their Security and Fraud section.

This message was edited Jan 7, 2013 10:52 AM

From your original post, I was unclear whether the messages were emails vs messages posted to your account. That the messages were posted to your PP account is quite troublesome to hear. I'm glad you were successful in locating someone else who had received the same messages and who was able to resolve the problem w/o giving the requested info. I wouldn't want to give some of that info either, especially the photo & SSN.

In all honesty, one reason I have never given them my bank account info is because of another incident I heard about years ago. I don't recall the details now accept that it was a number of years ago and was not at all like what happened to you. It didn't involve any kind of fraud. Like I said before, I basically trust PP. It was some kind of annoyance (as with your case), except I believe it involved the person's checking account. Whatever it was, after hearing about it, I decided to keep my bank account to myself.

I hope you are able to get this resolved. It's a shame they do these unusual and annoying things from time to time, because they otherwise offer an excellent and valuable service.

I'll check the number and report back a bit later. I have to get to work right now.

Sorry, I didn't mean ebay up there in my last post. I meant paypal. J

Well, I found out that my debit card had expired and that was the one place I forgot to update. So, I updated my profile, but they still say they need all of that stuff to update their records. There is no place in there, without going thru a whole lot of pages to email them that the profile is current. Don't you love computers? I hate these companies that can't pay the salaries of real people so instead they contribute to the high blood pressure of the world. And look how much time I have spent on this.

Not sure how this will end up, if they insist I will close my account.

Sorry, I totally forgot I was supposed to come back later yesterday to check that phone #. I just cannot trust my memory these days.

Just checked. I followed the 'contact us', 'by phone' route and got the same number as the one you published above. I would be inclined to trust that #. When I asked to see the phone number, they also gave me a numeric Pass Code, a one time use code specifically for my call and only good for 60 minutes. Of course, I don't actually intend to make a call at this time, but I'm guessing if I did so the phone/computer would request that code. Just FYI.

The ebay reference had me confused. I would have asked about it, except that I had to rush to get to work at the time. Thanks for the update on that.

Before giving up and cancelling the account, I would sure give them a call to try to fix things, especially since the other DGer indicated she was able to resolve her issue w/o giving the requested info.

Upon further reflection, I think I probably would be inclined to give them my SSN if asked. I've never had any reason to doubt their trustworthiness. Also, I believe they are an actual bank in which case it would be reasonable for them to request your SSN. I do think the US gov requires them to report certain transactions by SSN, for instance, transactions > $10,000. I realize you probably aren't doing $10,000 payments. I only offered that as one example of a reportable transaction for which they would need your SSN.

I just checked my profile. It looks like I have not given them my SSN yet. Apparently, they haven't requested it, but then I don't allow them access to my checking account or bank info. That may make a difference. While checking my profile I noticed a triangular warning symbol with a note that I have not yet given them my tax payer ID. As I am not a business, I don't have a tax payer ID - other than my SSN, that is. It's possible they may hassle me for my SSN if I try make a transaction of some type. If they do, I'll probably just give it to them. (I haven't sent/received funds via Paypal since 2010.)

Not sure if they are a bank. Under the 'About Us' link there is a page showing their various licenses by state. I'm inclined to trust them. I've been doing business with them by credit card since they were 'X.com' (which I thought was probably 2 kids with a laptop in their parents basement) and have transferred amounts in excess of $2000 (in one transaction) through PP. Never had a problem. I would give them my SSN if asked. I would even cough up my bank account info if I needed or wanted to use my checking account through them. I've used them quite a bit in the past and have never had a problem of any kind, ever.

The photo request would probably concern me more than the SSN, but that's just me. I don't even see a place on the profile page for a photo or to upload one.

Haven't checked today to see if it is the same. Yesterday as soon as I put my login word in all of that came up about having to have that info.

They already have my ssn. must have given it to them previously. And also my bank info so must have given that to them to. It has been so long ago that I don't remember.

But, I do not like sending this stuff thru email or even to anyone. All I want to do is tell them their files are current, but I will not send my photo ID. Also, my mailing and physical addresses are right in their files. So, they have a problem.

I would definitely not send any personal info via email as that is not a secure method. I would only enter personal info through the website directly. The website pages for entering personal information should use encryption and other methods of keeping your info secure in transit. As I mentioned above, unlike the other info we discussed, I don't see a place on the personal info page to enter or upload a photo - even if you wanted to do so.

Since you indicate that they already have all of your info (except the 'mystery' photo), it sounds like there may be a problem with their software, perhaps a glitch triggered by the data error you found recently and fixed. I think you should call them, if you haven't already. It may be that this can all be resolved easily by talking to a human.

I understand now that the error or warning messages show up on the webpage as soon as you login. Do you know if the presence of these messages will actually prevent you from doing things (like sending receiving money)? That may be difficult to discern unless/until you actually need to send or receive money - unless the site is setup in such a manner as to prevent you from doing anything until you provide the requested information, but I'm guessing that's not the case here.

I have a small warning message on my personal info page indicating in red that I have not provided a tax ID. There is no indication at this time that this warning, which does not show up on my main account page, would stop me from sending money; however, it's possible that a larger, more pressing and insistent, error message might show up to block my actions if I actually tried to send money. Hard to know for sure.

Well, I was shocked to say the least. Couldn't believe they would request all this stuff. Even asking for a copy of my SS. No way would I send that. Plus, it is just like my DL. My printer won't scan it. Can't believe that either! My last Canon was really cool that way and here I got a newer and more expensive HP and have to join some thing to have that option.

Beginning to think I am jinxed. LOL

I haven't been in there since my earlier post and then finding that when I logged on because I was hoping to hear from them, but nothing. Guess I could. No, I haven't called them. I suppose I could do that too.

Well, even if I could send or receive money, they said I could do anything but transfer money in from my bank. Good grief, even my bank doesn't require this stuff. No, they don't charge me for checking OR ATMs. Can you believe that? That is from doing business with a small bank.

Very strange. I currently have accounts with 3 banks - for some crazy reason. Anyhow, not one of the banks has asked for a copy of my SS card. Actually, I don't even HAVE one, lost it decades ago. I don't know what to think. I would definitely call them, not to yell, just to have a calm conversation with a real human about all of this, to see if some of it can be resolved. Couldn't hurt. Let us know if you get it worked out. Good luck.

Well, the more I do, the worse it gets. LOL, if it weren't so darned comical I would cry. I am beginning to feel like Lucielle Ball in the old I Love Lucy programs.

Just found out how it all started. First, let me say, I tried calling them and couldn't get past the robots. NOPE!! As soon as I put in my phone number it blocked me. Told me to go to the resolution center which I already did. If it doesn't concern a purchase or sale, it won't let me do anything.

Ok, here is how it started. I bought some plants from one of the DGers. Won't say who, 'cause I am sure a lot of you know her. Very nice person. Anyway, I sent her money from my PP acct. and the next thing I found out when checking to see if it went, I found out it went to the wrong site. Some outfit I never heard of. So, I cancelled that and verified her PP addy with her, and resent it to her. No problem. I even used it after that for Christmas gifts.

Well, that is the hangup. It will not give me the history, but, I figured out how to see it below my account. I am going to have to see if I can print it out 'cause it is really confusing. So, that is what started the whole thing. I have no idea what that site is, but I will look at that writing below my account and see if I can print it out to tell you. It was in very tiny print.

I think they are somehow accusing me of something, but not sure.

Well, you are not going to believe this crap. I finally got to talk to a person in the Resolution Center by going thru the "Contact us" down on the bottom of the screen!! After waiting for long commercials for ebay etc. after 10 minutes, a lady came on and told me I didn't have to upload all that stuff. Just asked for my birthdate and said that I didn't have to do all that. She took care of it and said I was fine. That my account is in good standing.

Can you believe that!! No wonder I have ulcers and high blood pressure.

OMG. I'm SO happy to hear that you were able to get in touch with them and get it all straightened out. I figured talking to a human would be the right fix.

Given all that you went through with this, I can see why you would be very stressed out, so much so that the ease with which it was fixed once you finally got in touch with them must have made it all seem like a double edged sword - happy to have it over but frustrated at how much you went through along the way.

As to the grief they put you through and the difficulty you experienced just to get to talk to someone, my guess is that it will continue to be that way until someone somewhere finally starts another, competing service for transferring money 'easily' online. It usually takes competition to fix attitudes and improve customer service. On that note, have you checked your banks online services. Many banks now offer a similar service as part of their 'bill pay' feature. Although they advertise the ability to pay regular bills (mortgage, utilities, credit cards, etc) through these services, usually if you look more closely at the options you will find that payment to any person/address is an option. You would have to pay the person by their real name rather than their ebay screen name. They would receive a bank check by mail. You would need to ask the vendor ahead of time if they would accept this mode of payment, but as the bank check would not be subject to the problems inherent in personal checks, I can't see why they wouldn't be willing to accept it. Something to consider. Most banks include this feature at no charge.

Lastly, I say just breath a sigh of relief that it's finally resolved and over. You did good.

Thanks DOS. You are right on both counts. Relieved that it is over but really ticked off that I had to go to such extremes and frustrations before and it was so simple. They didn't need that stuff at all???? Then why did they ask for it? Please everyone, just keep this in mind. You may be next.

One more thing. You are right in that, the whole thing could have been resolved either way,earlier, had I been able to talk to a human being. I did not know that about the banks. Why would they, when they charge you several dollars to send a check or just to write you out a certified check. Can't imagine why they would do that free.

I'm not sure what you mean by "charge you several dollars to send a check". I don't pay anything to use my checks, beyond the nominal cost of the checks themselves, that is. These days though I do most transactions electronically. I don't know why the banks offer these services for free, but most do. I say, "use it while it's free". I use this method to pay my gardener/landscaper and other such bills that can't otherwise be paid online. I enter the person or business' info once and the bank keeps it after that. Each time I want to pay them, I just go to bill pay and click to send them a check - or I could set it up to send them a check monthly for the same amount. No charge. Both of my banks have this feature as do the banks who credit cards I hold - you can do the same thing, send a check to an individual or business, from your credit card account with most major banks. Check it out.

Jnette,

This is OT to the PayPal subject, but I offer it to commiserate with your suffering. I've spent the last 3hrs just trying to even get hold of some tiny sliver of the 'edge' of the information for my 2013 insurance. I have insurance. I'm paying for insurance, but I haven't yet received my new card for 2013. Thus I am unable to pick up my meds. The company that handles that administers my insurance, and by that I mean the people to whom I make payment, agree that I have insurance, but they don't know how to get intouch with my actual carrier. The carrier for the Rx portion says I have to contact the carrier for the medical portion, but I don't know the number. I went to the website for the medical carrier and tried the 'contact us' link which asked me to pick a state. My state was not on the list, and I have no idea what state the policy is under, thus I cannot call them. Calling the wrong part of some huge corporation will not likely get me anywhere.

While I was on the medical carrier's site, I tried to see if I could register. After all, I do have an account. If I could register, I could at a minimum get the right number for the part of the company that's handling my account, but, of course, that didn't work. It asked me to enter my ID from the back of my card. That's the whole problem. I don't have a card or an ID number or a phone number or ....scream! While I was doing all this sleuthing, I managed to lock myself out of my account on the Rx site, not that it's much use to me at the moment anyhow since they currently see me as 'expired' on 12/31 - and the new medical carrier hasn't sent them the info for 2013.

I called the admin back (people I pay), since they are the only people I can get hold of. They said (yawn) sometimes it takes a few days at the 1st of the year to get the cards processed, but they will do something to my account to try to get it through - but note that this will take up to 2 days. Meanwhile I still don't have my meds. I manged to get a number for the medical carrier, but their number is permanently busy, and so on and so on...blah, blah, blah.

I've been through this before with this company. Seems every year it takes them a month or so to actually get the insurance in gear, get everybody notified, and get a card in my hand. In the mean time I all I can do is wait or pay up front and await reimbursement - except 1 of my meds alone is $250 w/o insurance (but only $7 once the insurance company knows I have insurance and I know what my account # is). Argh!!!

Again. Sorry. I know this has nothing at all to do with PayPal, but now that I've spent all morning chasing nothing I could not help noticing how similar my situation sounds to your own. Isn't bureaucracy, paperwork, and red tape amazing? (Now I'm going to need a blood pressure med plus something for ulcers and a migraine.)

By sending a check, I meant a certified check or money I thought you were talking about.

Sure does sound familiar. The only way to get their attention is to not pay them. But, by then you don't have any insurance. Go with a different company if possible. I know that a lot of times if you have it thru your job, you can't do that.

Please don't do anything drastic. They may not cover you. :0) I don't know what the answer is. Just wish some of these people that put these things in, and hire these people into their companies, had to go thru what the average person does to use them.

Jnette,

Thanks for listening and for your understanding and caring words. One the meds, the $250 one is something I really can't go w/o even for a day. Realizing this, I really should not have waited until I was out to refill it, but I get lazy. I had a bottle of a lower dose, same med left over from a couple years ago. It's a 24hr time release, so can't cut or break the pill. No way to take enough of the lower dose to equal my current dose. Still, I took the lower dose last night, just to get by until today, thinking I would be able to clear this up today and get my med.

By this evening I was showing definite physical effects from being on the lower dose even for one day. That's when I remembered that the pharmacy will refund your money directly if you pay cash and then get the insurance problem fixed w/in 15days. Decided to pay the $250 for the one drug, and hope I can get a card or at least an ID # by the end of the month.

I have to have the med regardless, plus I know I am covered. My company changed carriers/policies as often happens as they negotiate a new plan each year - and, no, I don't get a choice. It's all just an annoyance. I've been through this same annoyance several times, usually in Jan when the one policy ends and the other hasn't gotten in gear yet. Oh, and can you BELIEVE the $250 was for a GENERIC?!!!

Anyway, don't want to start a new discussion on a new topic here. Just had to share my story which seemed so similar to your own in frustration. I'm sure it will all work out in the end in my case just as with yours - after they put us through the stress and aggravation. I'm thinking the lesson here is that we need to somehow learn to realize that most things do work out in the end, one way or another, and try not to let ourselves get frustrated to begin with - MUCH easier said than done, said the woman who is still out $250 and has insurance she currently can't access.

Glad your problem is at least settled.

Wow, that is quite a hit for a generic. Yes, I have done that myself, but never for that much. The problem with ordering ahead, the insurance company will tell the pharmacist that it is too early. That really ticks me off.

Well, I am glad you figured a way to fix it, and I am glad you have the money to do it. A lot of people don't. Ain't insurance great? You pay those companies for it and then have to fight to use it.

Be careful, and healthy. Jeanette

OK, yes, I was the "other person" that had the problem with PayPal. And they did get my blood pressure up for a while. I have excellent credit and I have had PP for years, like Jeanette. They did the same thing to me and held up my account for a while and told me I had to submit proof of my citizenship, ID and SS. After going on the phone with them several times, they finally said they had a way to verify my address...of course they did all the while. I don't know what was going on with them, but I am glad to have it in place again.

Evelyn you have more patience than I do. I would have told them off and in no uncertain terms long before you called them "several" times? No way would I have lasted that long. Especially since I only talked to that woman one time and I hardly got anything out of my mouth and she had it fixed. She said it wasn't necessary. After all that frustration. No, no, no!! Jeanette