There's a PP account associated to my email address. I can't get in, customer services won't help.

[Happyguygoodhi1]

Hi there, i hope someone can help. PP customer services were no help. 

Basically we have a long standing email address which in 2005ish was registered to a PP account. However the name, contact number and postal address associated to said PP account were apparently changed by some 3rd party, we're unsure when. 

Though we have complete access the the email address we can't reset the PP account as it shows some random landline number we don't recognise when we try to reset. 

When we call up support, they ask us to tell them the random name on the account (which we've found from spam PP emails), but when they ask for the address it doesn't match our address. I've been told 10+ times to "please try to remember the address", no matter how many times I explain that we don't have any other address it could be and its evidently signs of a 3rd party changing things, they tell us they can't help. 

We don't need access to the account, we simply want to remove the association the email address which we own and operate. Ultimately to be able to create a new account which at the moment we're unable to do. 

Please if anyone has any solutions other than making a new email address (we've had this one for close to 20 years now), I'd really appreciate it. 

PP don't seem to care or be able to help. Thanks. 

[PayPal_Olivia]

Hi @Happyguygoodhi1,

I'm so sorry to hear that you've had such difficulty resolving an issue of unauthorized email use. Usually this happens when someone has mistyped their email address at account signup. They're unable to confirm the address, of course, but that doesn't change that the email address has been used, and that's certainly frustrating.

I regret that the only way to have this resolved is to contact customer service. Let them know that you want to report "unauthorized email address use". That term should resolve any confusion you face. There should be steps that can be taken to resolve the issue, though the process may be on the new side and some representatives may be unaware that the process exists. There's an off chance that the inability to resolve the issue is not related to confusion but that there are other obstacles to resolution, but if the issue is with teammate confusion, that terminology should help smooth things out.

As an alternative path to customer service besides the ones found by clicking Contact at the bottom of the PayPal website, a DM on Twitter or PM on Facebook may help.

I hope this gets resolved quickly for you and I'm sorry again that it has been such an ordeal!

Olivia