Update: Here is my BBB complaint: Description Re: PayPal account "xxxxxx (at) xxxxxxxxx.com". This account has primary and secondary linked checking accounts and I have been trying for the last 30 days to remove (un-link) the secondary account (<bank name> checking; acct # ending in XXXX) so that I can link it to a different PayPal account (my personal account, "xxxxx (at) xxxxxxx.com"). PayPal offers a "Remove" link on their website, but this link does not work. I have called PayPal numerous times over the last 21 days and spoken with at least six different CSRs and supervisors ("Jeff" and "JR" the most recent). The only answer I have been given is "the engineers are working on a solution, but we have no ETA and there is no way for you to check the status of your issue except to call back." I have not been given a ticket number. I have not been given the name of anybody following my case. I have not ever received any communication from PayPal on the matter. Every time I call, it takes 30-40 minutes to re-explain everything to the first CSR, then to the supervisor. The result is always "we're working on it, just call back later". Resolution Sought I want the issue with my business PayPal account corrected so that I can move this linked checking account over to my personal PayPal account. If this cannot be corrected quickly, at the least I want a ticket number or service request number and the name of someone I can call for a status update without having to wade through 30 minutes of "troubleshooting" with a level 1 CSR who doesn't have the tools necessary to help me. PayPal's response Dear Mr. XXXXX, Re: Better Business Bureau Complaint ID #nnnnnnnnn I sincerely apologize for the difficulties you have encountered while using PayPal. The company values your business and I want to do everything possible to resolve your complaint. I have reviewed your PayPal account and your recent inquiry to the Better Business Bureau. Please allow me to offer further explanation concerning your issue. I have reviewed your PayPal account, under the email address xxxxx (at) xxxxxxx.com. In reviewing your Account, I can see that PayPal’s IT Department has been notified of the issues you are having with your Account, and working diligently towards a resolution. Unfortunately, PayPal is unable to provide an exact timeframe as to when the issue will be resolved. Also, we do not have a ticket number or a contact person in on our technical department who can follow up with you regarding this matter. However, I contacted our technical team directly regarding your Account and requested an update. Once I receive any information regarding your Account I will gladly contact you. If you prefer, please feel free to contact me directly at xxxxxxx (at) paypal.com or you may call me at 000-000-0000. However, at this time I do not have any new or additional information to provide. Again, I sincerely apologize for any inconvenience this situation has caused and I look forward to updating you about this matter. Sincerely XXXXXX, Executive Escalations PayPal, an eBay Company So, basically, "We're working on it; please call back later". Meanwhile, my bank account is locked and unusable. I'm amazed at the poor customer serivce processes PayPal has put in place. Even the most basic CRM system can issue a ticket number for serious issues. Even my company's internal bug report system issues ticket numbers that we give to users, and those users never have to go through level 1 CSRs if they have an existing ticket number. WTH PayPal? As I mentioned in my BBB rebuttal, my only recourse it seems is to make daily or weekly calls in an attempt to get a status. And to make my experience as public as possible so other PayPal users are aware. Perhaps if I generated $10K in monthly fees PayPal would sing a different tune...
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