Dear PayPal, I am writing to you as a very frustrated customer and am not happy with your service whatsoever. I recently changed phone providers from Three to EE. I am STILL locked out of my account because 2-Factor Authentication is enabled on my and cannot receive SMS text messages as I've ended ties with the provider. (The old number is [removed, phone numbers not allowed] and the new number is[removed, phone numbers not allowed]) Once I noticed the issue, I tried to contact your customer service (which was made impossible) For a start your main phone line doesn't even work or operate, it just hangs up as soon as you call (I've tried on multiple devices). Further to that, in order to message you online you have to be signed in. What help is that? Anyway, after nothing worked I took to Twitter and spoke to LKP who wasn't very much help at all. He just repeated himself 30 times, saying I can only get help through the website. Which I proved did not work and he proceeded to ignore my request, would have been better of speaking to a robot (at least now you know how to save some money during this pandemic). So I started wasting valuable time doing my OWN research and found a HIDDEN PayPal mobile number on your website, it took a lot of digging. I called the number and got through to my first agent, who claimed she'd changed my number and I should be able to login in a few hours after she kicked me off the phone because she had no idea what she was talking about. Half a day went by, still nothing has changed and I'm still locked out of my account. I called for the second time, asking again for help to access my PayPal account. The man on the phone managed to add my new number to the account and asked me to wait 24 hours, which I did. But still my old number is there! When I log in with[removed, phone numbers not allowed] it then asks me verification for [removed, phone numbers not allowed], this is ridiculous! I called for a THIRD time and the man said in order to access my account he will need to ask me a security question generated by LexisNexis, which by the way was the most irrelevant, random and unsecure question I have ever been asked in my entire life. I was then told my answer was wrong and we could not go any further at this stage, he said he would call me back which he didn't (was just another attempt to kick me off the phone whilst he watches his favourite Netflix series working from home.) This behaviour is unacceptable for a company of your size and want a good explanation. Kind Regards, Dan
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