PayPal Community

Also, if paypal is so sure that it can ignore the FCA Guidelines, why has it bothered to create a land-line alternative to text messages for mobiles at all??   The fact that it appears on so many account holders screens, but never rings the phone unless paypal thinks it might get another mobile number by allowing it to work perfectly for a few minutes.  But then, five minutes later, it won't work again making it impossible to access the account without a mobile.  That just shows that  to do anything but hand over a mobile number, paypal has disabled the alternative.   Perhaps someone from PP could stir themselves and explain this subterfuge? ... View more

Looks to me like PP wants to become a service for mobile users only.   Constant pressure to hand-over a mobile number. Every "Help" page I look at has cartoon of a mobile but never a lap or desk-top. Sign-up for the APP.  Download the APP. on EVERY page.  But ONLY if you can take a picture  of the security code with a mobile. Thousands denied access to their accounts because they cannot receive mobile text messages. The required alternative method of code and landline disabled by PP. ... View more

@kernowlass wrote: @AZ109    Yep, checked UK user agreement and found this... https://www.paypal.com/uk/webapps/mpp/ua/useragreement-full   PayPal is deemed authorised and regulated by the Financial Conduct Authority. The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website.       So they are allowed to differ in normal UK companies regulations which is why they can tell you to access your account via a phone. They have enough lawyers to check all these things before implementing policy.  The sentence that you highlight is one of those Delphic pronouncements that PP is rather prone to,  so enigmatic that it could mean almost anything.  Two different qualifications in one sentence, plus a "may" to me suggests someone is trying hard to cloud the issue and claim privileges it isn't sure of (to put it politely).    If, as the last sentence seems to be saying that PP UK is operating under a temporary licence, is this attempt to beat everyone into line a crude attempt to present the FCA with a fait accompli before they become fully licenced and fully regulated by the FCA?   Tech Corps. all employ brigades of lawyers.  As you say their job is to check things before implementation.  But just as much as checking the legality, they are also paid to see how far they can stretch the law before they break it.   The intent of the FCA Guidelines is to ensure that no section of the UK population is denied access to financial services.  PP's policy is just as clearly designed to do just that.  To deny the use of one of the largest on-line payment processors to a significant number of UK citizens. ... View more

At the foot of this page:  Policy Updates > Effective  Jan. 1, 2021.   Paraphrased slightly from memory but the intent is clear.  "Due to the UK leaving the EU PP has created a UA that applies to the UK, Gibraltar, Channel Isles, IoM.  From Jan 1. PP will be deemed to be authorised and regulated by the FCA".   It goes on to say that PP has improved its complaints procedure (about bloody time IMO) and if a user makes a formal complaint and is unsatisfied by the way PP handles it, they (PP) acknowledges their right to proceed to FOS (Financial Ombudsman Service) with their case (and the possibility of a compensation claim).   There is anecdotal evidence on the ebay boards that one seller there has already been awarded compensation against PP's denial of access policy to non-mobile using customers.   PP  having taken them to court for non-payment of some fee or charge, while at the same time denying them access to the account (No mobile phone), making it impossible to pay the bill.  The FCA or the Ombudsman fast-tracked their complaint and awarded judgement and compensation to them.   For your convenience I'll also add a quote from www.fca.org.uk.  Re. PSD2 Regulations SCA first published 2/9/19. "....we expect firms to develop SCA solutions that work for ALL groups of consumers...... THIS INCLUDES METHODS THAT DO NOT RELY ON MOBILE PHONES."  and "Specifically we (FCA) expect... firms not to act outside the agreed industry delivery plan in ways that cause UNNECESSARY PROBLEMS FOR CONSUMERS OR MERCHANTS."   I cannot see how PP randomly denying access to customers accounts because of their inability to receive mobile text messages, disabling the land-line method of verification and pressurising every account holder with the constant "Go and buy a mobile" message" complies with the above guidance.   ... View more

The link shows clearly enough that paypal's "Mobile Only" accessibility issues are deliberate policy and not teething troubles or a glitch.  It also shows that PP is clearly in breach of the UK FCA's Guidance, which it recently acknowledged (In the new UK User Agreement) that it is bound by and accepted that it was subject to.   It follows that any UK customer of PP who is "inconvenienced" (FCA wording) by this policy has grounds for complaint to the FCA.  I'll be making a complaint (including the link)  and will do so again whenever I'm further inconvenienced.    Thanks for your help.  ... View more

Thank you for the link to Rachel's post.  I can't help but notice that it was posted in February 2020 and things have not improved 16 months later.   Paypal is still in breach of FCA guidelines which require ALL firms to offer alternatives to complete SCA without the use of a mobile.     Perhaps it's about time that PP came clean.  Announces publicly that it is now usable only to those with a mobile and closes the accounts of those who don't want, don't have or don't have access to signals.  Rather than just carry on ignoring the problem and prolonging everyone's misery as they try futilely to get into their account.     But I suppose PP would have to return the account balances if it did that.   Not impressed at all by an on-line payment processor that cannot set up some alternatives when so far as I know every other finance company in the UK has done so, often with multiple alternatives to chose from.   I think my next move will be a call to the FCA to put my concerns on their records. ... View more

To be clear, what you are saying is that the "Ring Me" landline option does not exist and in future the only way I can log-in is with a mobile?  ... View more

No, it's not acceptable.  The FCA should revoke PP's licences if they can't provide a service to ALL consumers. ... View more