I now have reason to not trust PayPal implicitly anymore and am now shopping for alternatives to PayPal. I tried to cash my US Treasury Department issued stimulus check using the "cash a check" feature in the PayPal mobile app. As I had never used the feature before I was prompted to enter my SS# twice and my phone number. I am then prompted to take an image of the front and the back of the check. After I have completed the tasks, and the image of my check have been uploaded, I am sent back to a screen that informs me that my identity cannot be established or some such **bleep**. I am concerned and have been in touch with my congressman and have to send him the video I was doing for youtube on how easy and convenient PayPal is for it's account holders (Verified Business account for almost 20 years) to cash your stimulus check using PayPal mobile. Well PayPal lost me as a fanatical user and I won't be recommending it as I am concerned about my information or possibly even my whole stimulus check might wind up in the wrong hands. Customer Service is a disService if anything.
here's the first exchange:
PayPal Virtual Agent4:42 PM
Hi! I'm your PayPal Assistant. I can help with common questions like "what's the status of my dispute" or "I want a refund".
If I can't help, I'll transfer your message to an agent.
Walter <removed> 4:47 PM
I attempted to cash the stimulus check thru the mobile app. After entering personal information to confirm that I am the account holder, I was prompted to take pictures (which you now have, and it makes me uncomforatable; so much so that I have contacted my local congress person and Senator about this.) of both sides of the check only to have the app tell me that it cannot verify my identity. I do not appreciate this or the fact that it is not easy to contact you. If I have issues cashing this check elsewhere because of your app, you will not hear the end of this. I have made a copy of this and expect that you rectify the error on your end. Thank you.
PayPal Virtual Agent4:47 PM
Thanks for your interest in Paycheck Protection Program (PPP) loans with PayPal.
The lender for the Paycheck Protection Program loan through PayPal is WebBank, Member FDIC.
Please choose an option below:
Walter <removed> 4:47 PM
None of these
PayPal Virtual Agent4:47 PM
I found some articles in our Help Center that might help you. Check them out! If you need more help, please type “need more help".
Questions about government stimulus payments
What is the Cash a Check service in the PayPal app?
What is PayPal.Me?
Walter <removed> 4:47 PM
talk to a human please
PayPal Virtual Agent4:47 PM
I can transfer this conversation to an agent. The estimated response time is a few hours.
Our customer service staffing is limited due to the coronavirus (covid-19) crisis. We've put together some useful information in the Help Center to quickly resolve your issue. I'll stay here while you take a look.
After I transfer the conversation, you can close the window and come back to it when it’s convenient for you. When we respond, we’ll send you a notification with a link to the Message Center where you can reply.
Would you like to transfer this conversation to an agent?
Walter <removed> 4:48 PM
Yes
PayPal Virtual Agent4:48 PM
Please send us a detailed message below and an agent will respond as soon as possible. If you have a related transaction ID, date, and amount, please include it here.
Walter <removed> 4:48 PM
I attempted to cash the stimulus check thru the mobile app. After entering personal information to confirm that I am the account holder, I was prompted to take pictures (which you now have, and it makes me uncomforatable; so much so that I have contacted my local congress person and Senator about this.) of both sides of the check only to have the app tell me that it cannot verify my identity. I do not appreciate this or the fact that it is not easy to contact you. If I have issues cashing this check elsewhere because of your app, you will not hear the end of this.
You are now connected to Anna <removed>
Anna <removed> 4:49 PM
Welcome to PayPal chat. My name is Anna and I'll be helping you today.
Walter <removed> 4:49 PM
I attempted to cash the stimulus check thru the mobile app. After entering personal information to confirm that I am the account holder, I was prompted to take pictures (which you now have, and it makes me uncomforatable; so much so that I have contacted my local congress person and Senator about this.) of both sides of the check only to have the app tell me that it cannot verify my identity. I do not appreciate this or the fact that it is not easy to contact you. If I have issues cashing this check elsewhere because of your app, you will not hear the end of this.
I have had a business account for over a decade and now this?!?
Anna <removed> 4:51 PM
I am sorry for the inconvenience that it may have caused you. Kindly give me a minute or two to check your account please. Thank you.
Thank you for patiently waiting. I appreciate it!
For security purposes, may I have your first and last name?
Feel free to reply whenever you're ready and we'll reply as soon as we can.
Walter <removed> 4:55 PM
Feel free to reply whenever you're ready and we'll reply as soon as we can.
Walter <removed> 4:56 PM
Yes that is the account
You are now connected to Anna <removed>
Anna <removed> 4:57 PM
Thank you for getting back to me, I'll be more than happy to continue our conversation
After I carefully review your PayPal account, please be advised that you haven't received the stimulus check from the IRS. To figure this out, I strongly suggest you contact them directly.
Walter <removed> 4:58 PM
I have the check in my hand!
I attempted to cash the stimulus check thru the mobile app. After entering personal information to confirm that I am the account holder, I was prompted to take pictures (which you now have, and it makes me uncomforatable; so much so that I have contacted my local congress person and Senator about this.) of both sides of the check only to have the app tell me that it cannot verify my identity. I do not appreciate this or the fact that it is not easy to contact you. If I have issues cashing this check elsewhere because of your app, you will not hear the end of this.
Anna <removed> 4:59 PM
The PayPal-Ingo Cash a Check Service allows you to cash checks directly to your PayPal accounts with the PayPal app. The service lets you cash paychecks, business checks, personal checks—almost any type of check by simply sending us a picture of the check.
Get your money in minutes for a fee or select Funds in Days for free. Here’s how:
Log in to the PayPal Mobile app.
Click the PayPal balance tile.
Click Add Money.
Choose Cash a Check.
Click Get Started.
Type the amount listed on the check
Take a photo of the front and back of your check.
Choose to receive funds in minutes or receive your funds within 10 days, for free.
Click I Agree.
Click Done.
TIP: Once the Cash a Check service has been initiated, it'll expire after one hour if no action is taken. Once it expires, you'll have to restart the Cash a Check process following the steps above.
For a limited time, PayPal will be waiving the fee to cash Economic Impact Payments, tax refunds, and printed payroll checks, up to $5,000. The following types of checks are excluded from this offer:
Personal or 3rd party checks
Government checks from 3rd party tax filing providers (ex: H Block, Intuit)
Feel free to reply whenever you're ready and we'll reply as soon as we can.
Walter <removed> 5:00 PM
This was my initial message. I had even video recorded the procedure because I wanted to prove PayPal is a good platform for online business but I guess now it's gonna be a video about your failure to do one simple thing that you advertised.
This is a stimulus check from the government.
!
Looks like that video and this conversation is going up on youtube
Thanks for nothing Anna!
