Paypal does not care about its customers

[JV72]

So, I just got off the phone, after being on for over an hour, and was told that a bank account I had recently added...going through the entire confirmation process correctly...could not be used for withdrawal "at this time." When I asked when such time as it would be available, I was told "you'll just have to test the system. I cannot tell you."

This was from a very rude young man named "Tim" in "Limitations." 

I've been a Paypal member for 19 years. In that time, I have never...not once...ever had an issue that cost Paypal anything. I have paid them thousands of dollars in processing fees. I don't believe I have ever had even a chargeback, and certainly have not in the last decade+ (not that they lose money on chargebacks, either.) The point is, I've maintained my account in good standing for 19 years.

So, I added a new bank account last week...same bank...and went through the process, and even withdrew $150+ to it to make sure it was good to go. No problem.

Today, I tried to "sweep" more payments into it...the system wouldn't let me. I called Paypal, and spent an HOUR+ on the phone, trying to get someone to tell me why. All it was was "I don't know, I don't know, I don't know." I finally asked for a supervisor, and...after having waited a half an hour on the phone...was transferred to this "Tim" fellow. His reply? "Our system has detected some unusual activity and for security purposes, we can't tell you what that is."

My response...remember, Paypal customer for 19 years, never had any issues, paid them thousands of dollars just to process payments...was "ok, so when will the account be available?" 

"I can't tell you that, sir. You'll just have to test it out."

So I say "look, this isn't the CIA. Tell me what the problem is, and I'll fix it."

"I'm sorry, sir, but I can't tell you that."

It was beyond ridiculous, and harkens back to the bad old days, when Paypal faced judgment after judgment after judgment from judges for their unethical, questionable "business practices." 

If the new "we're not refunding your 2.9% anymore on refunds" policy didn't chase me away...and it almost has...this will be the final nail in the coffin. If you're going to play spy games and not tell your customers what your problem is with processing THEIR money, then you don't need mine.

RIP Paypal 1999-2019. 

[JV72]

By the way...I tried to sweep the money into my "established" account, and...no problem.

It's on its way as we speak.

What a foolish way to conduct your business.

[sharpiemarker]

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@JV72 wrote:

By the way...I tried to sweep the money into my "established" account, and...no problem.

It's on its way as we speak.

What a foolish way to conduct your business.

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that's an interesting turn of events so that means if a bank account is recently added and withdrew to and if the amount is right, can flag the security system. This brings it back to the fact that it's the security system blocking it.

[sharpiemarker · Accepted solution]

@JV72 

Seriously, for security reasons, they really can't tell you. That would negate the whole purpose of it.

The only thing I can think of is some IP address issue/bad connection flagging up the sensitive security system. Also if keep repeating a failed action, it would lock the system up and delay the security reset longer. I would wait a few days of no transactions and then try again. Maybe restarting device and wifi connection/router. I don't necessarily think that PayPal doesn't care but the system/security is run by software, automated and it can't be overridden by customer service which is why you were told to test the system to see if it lets you. I suggest don't make too many withdraws too close together, in fact any transactions too close together, hehe. Withdraw one or 2 times a month. People lean on the accounts a lot for everything (and I really recommend not to keep all eggs in one basket) and some of the activity and behavior can trigger security because of a certain pattern just so happens. Not saying they aren't legit activity but since things are software run by algorithms you just never know and A.I. tech has yet to be able to explain why it makes a decision.

[JV72]

So...see if this makes sense to you: for security reasons...they can't tell me what I'm doing wrong, or what is tripping up their system...so that I can't resolve it...for security reasons. Because telling me what the problem is, so I can fix it, would...violate security, and defeat the purpose of that security.

Does that really make a lot of sense to you?

No, it makes no sense, and it's just overreaction. There's a reason why people have credit scores, for example: the higher the score, the less of a risk you are. Same with being a customer for 19 years, and having NO track record of any problems: I've earned the benefit of the doubt, or at least an explanation.

I withdraw all the time, on a regular basis, and in the amounts I was trying to withdraw today. There was nothing "new" or "different" from my end, except that I simply added an account to withdraw to. If they can't say "the new account has a $XX limit to withdraw to until such and such a date after it has been added to your account", or WHATEVER, fine. Say that. Don't play foolish, insulting CIA spy games with my money. 

Sunlight (aka: full disclosure) is the best disinfectant. Playing games with your customers..."we can't tell you what the problem is, you'll just have to guess. Hope you guess correctly!"...is beyond absurd.