I the Treasurer of of a not for profit. I have been trying to change the primary contact name on our Business PayPal account to no avail since October. The previous Treasureris no longer with the organization, and is still listed as the primary contact but she no longer has anything to do with the organization and I have no contact with her. I have access to the PayPal on line account as I was given the login information when I assumed the position. I added myself as a user to the account and updated my phone number on the account.
I first uploaded the required information and documentation(bank statement, Social Security Card, Business Letterhead, Drivers license) for a name change per the website's instructions in October. I never heard anything else and followed up again in December via customer service who informed me that I would need to send the information via fax. I faxed the information in late December. I never heard anything so followed up again in early January. I was informed I was given the wrong fax number and there was no record of my request and I would need to re-fax the information to another number. On the same day, I received an email from the Compliance Department at PayPal. They wanted me to reconfirm via email that I wanted to change the name on the account. However, in the email the person stated that I was trying to change the name to the same name already on the account, which made no sense to me. I wrote back via email stating that I needed to be changed to the primary contact from Nora. I have received no response from my email two weeks ago.
A week later, I once again called PayPal customer service and explained my issue. They stated I would have to wait back for a response from the compliance department via email and there was no other way to get in touch with them. I demanded to be connected with a supervisor. Instead I was put on hold for over a half hour and I had to hang up.
I decided I would try once again to re-fax all the required documents and I faxed it to the other fax number suggested to me the previous week. I have not yet had a response back so I had some time to address the issue today. I called customer service again and tirelessly explain the whole situation again. Finally, the representative said they would connect me to a PayPal Specialist(Supervisor). Instead I was transferred to Ebay and was then disconnected, after I had already invested 20 minutes of time with the first person! I called back again, I spent another 20 minutes with another customer service rep who then finally agreed to connect me with a supervisor. I was put on hold for an hour! I finally hung up as I had to leave the house to do errands.
My other issue is that I am trying to update the bank account linked to the PayPal account. I had to close that account due to fraud and open a new one. I have tried to update on line and also tried with both customer service individuals today with no avail. I think the whole issue is linked to the fact I listed as the name on the new bank account but I am not listed as the primary user on the PayPal account. This makes the whole issue of changing the name on the account even more important. I cannot at this point transfer funds to or from my account. The only way I can access my funds it to have a check issued.
This is all very frustrating for many reasons. Firstly, I have not had consistent information relayed to me on how to change the name on the account and I am not sure these customer service reps are being properly trained. Secondly, it should be rather easy to do both of these things this as I followed all the instructions on the website. Thirdly, the inability to communicate with the proper people in the Compliance Department and at the Supervisor level at PayPal is unacceptable.There is no way to contact anyone directly by phone and I have to keep reexplaining my problem to various individuals who then realize they cannot help me. I just get shuffled from person to person with no help. I have already spent over ten hours likely on this issue. I am a volunteer for this Organization and have another paying full time job which requires my attention. I don't like how I am being bounced around and no one can be assigned to my case to help me directly.
It makes no sense that the contact on a business cannot be changed. People leave organizations all the time. I don't want to close the account because I want the email address associated with the account to stay the same. I am almost tempted to find another service provider and leave Paypal.
