Paypal request to provide account information now leads to vicious circle

[doctor-rob]

8 Nov 2017

Hello!

Paypal requested that I provide information about my account and identity. They asked for scans of a utility bill to prove my address and my driving license to prove my identity.

I provided these, and was then sent to a page which said (pasted below):

"Thank you for providing the required information. We'll get back to you within 2-3 working days."

That was over three weeks ago (23 Oct 2017), and I have heard nothing from them. Meanwhile I am getting regular emails asking for the information I have already given. When I click the link on the email it takes me to the page listing the documents I have provided, and then to a page with the above pasted-in message.

OVER AND OVER AGAIN.

There is no request for more information and no way of providing any.

Each day the document page says I have one less day to resolve the issue before my account becomes restricted.

WHAT CAN I DO???

Rob

[Jack_M]

Once the required steps are completed, the case is sent to the relevant department for review - this is performed by an Account Specialist. There is a chance that the case has not been forwarded for review by the system.

Please contact customer service now on 0800 358 7911 where a representative can look into this further. Please do not use the email support service, as their department cannot handle limitation queries.

[strat-d]

Hello!

Paypal requested that I provide information about my account and identity. They asked for scans of a utility bill to prove my address and my driving license to prove my identity.

I provided these, and was then sent to a page which said (pasted below):

"Thank you for providing the required information. We'll get back to you within 2-3 working days."

That was over three day, and I have heard nothing from them. Meanwhile I am getting regular emails asking for the information I have already given. When I click the link on the email it takes me to the page listing the documents I have provided, and then to a page with the above pasted-in message.

OVER AND OVER AGAIN.

There is no request for more information and no way of providing any.

Each day the document page says I have one less day to resolve the issue before my account becomes restricted.

[strat-d]

Hello!

Paypal requested that I provide information about my account and identity. They asked for scans of a utility bill to prove my address and my driving license to prove my identity.

I provided these, and was then sent to a page which said (pasted below):

"Thank you for providing the required information. We'll get back to you within 2-3 working days."

That was over three day, and I have heard nothing from them. Meanwhile I am getting regular emails asking for the information I have already given. When I click the link on the email it takes me to the page listing the documents I have provided, and then to a page with the above pasted-in message.

OVER AND OVER AGAIN.

There is no request for more information and no way of providing any.

Each day the document page says I have one less day to resolve the issue before my account becomes restricted.

[PayPal_Donna]

Hi strat-d,

Welcome to the PayPal community and I am sorry for the negative experience you are having.

As your question is very account specific, I would advise you to contact our customer care department who can help you further. You can do this by clicking on the Contact Us link at the bottom of every PayPal page. You can also contact us via our Facebook Page or Twitter @askPayPal.

-Donna