Details of PayPal’s harassment of 88888
In their persistence in refusing to
Change her direct debit to her new bank
And in continuing to request the DD from her old bank account which is now closed
FOR OVER 8 WEEKS AFTER SHE HAS TRIED REPEATEDLY
TO TELL PAYPAL THAT THEY MUST USE THE LLOYDS ACCOUNT AND
STOP USING THE HSBC ACCOUNT
I changed my preferred payment from HSBC to my new Bank Lloyds, in July because I had changed banks. Seeing that PayPal had not taken payment from Lloyds but had used HSBC again, I phoned PayPal. I was told it was all set up for payments to be taken from Lloyds, the 1p was paid into that account on the 30thJuly. I was told on the phone not to worry, that PayPal would stop using my HSBC account and use the Lloyds account.
But PayPal continue to send the Direct Debit to my old account at HSBC. I had stopped it as my payment method to PayPal in July and set up my new Bank’s details. PAYPAL REPEATEDLY CONTINUED TO USE MY OLD DISCONTINUED HSBC ACCOUNT WHATEVER I TRIED TO DO. I could not stop PayPal taking DDs from my account at HSBC although I had stopped it on my PayPal payments last July and added a new account with Lloyds which was set up and had a DD which was ready for them.
From July onwards I made phone calls to PayPal to tell them to stop using the HSBC account and use the Lloyds account. Each time they said they had fixed it. Then they would use the HSBC acc. again. I would phone again….they would say they had fixed it, and I would geta text message from HSBC about a DD, I would assume it could not be PayPal this time BUT of course, when I investigated, PayPal were STILL using an account I told them was out of use. I had alternative payment methods set up for PayPal as well as the Lloyds new account anyway.
PayPal, after 8 weeks of torture, I realised, had a “Catch 22” system which rubs out a person’s credit rating for ever by refusing to stop using and account they had closed EVEN THOUGH THEY HAD DONE ALL THE RIGHT THINGS AND SET UP A NEW ACCOUNT WHICH WAS WORKING AND HAD PHONED THEM REPEATEDLY, wherein PayPal lied and said it would all be ok from now.
Eventually, after being told the fault was that my bank Lloyds had not set up the DD, I phoned Lloyds and was told that the DD was set up on 30thof July and that PayPal had never used it.
I phoned PayPal again and Tony answered. From the outset he was rude. Listen to the call.
He said it was my fault for not taking HSBC off my list. I told him it was not possible to do so. He said he would do it. He couldn’t. He told me sneeringly “It won’t go because you are in negative payment” I said that firstly I had made that payment on the phone and most imoportantly I was only in “negative payment” because PayPal were erroneously trying to take a Direct Debit from an account I had repeatedly told them was closed and they had repeatedly told me they would not use any more, and that there was a perfectly healthy Direct Debit in place with my new Bank, Lloyds, or, come to that, I had my credit card, Amex, as well.
I told Tony the Originator Reference for the new account and he said he had never heard of such a thing and it was not relevant.
Eventually I sent a complaint to PayPal, and I phoned HSBC to explain how PayPal were obstinately refusing to stop taking DDs from my old account despite every effort I made to stop them since last July
I hope my explanations below will make it clear to you.
I spoke to Mohammed at HSBC on 21st September on the phone. He was outstandingly helpful. I am so glad I phoned. I would like to commend him and thank him for being so incredibly helpful and caring. I phoned about the impossible predicament I was having with PayPaL who refuse to use my new account for my payments and keep asking payments from my Direct Debit (DD) on my HSBC account although I stopped those payments in last July and first phoned them on 30th July because they were not taking my DDs from my new bank account. The new account DD was working and verified, I checked with the Bank, Lloyds. My complaint which I have made to PayPal is listed below.
The following explains the continual Direct Debit requests from PayPal which I simply cannot stop them sending even though when I phone they say they will not do it again and will use the correct account.
It is an endless torture of the Direct Debits that PAYPAL insist on trying to take from the wrong account, when I repeatedly tell them not to use that account and I have set up another which works perfectly well during July this year and first phoned them 30th July when I was told the new account was verified and my old HSBC one would no longer be used.
I wrote a complaint on the email form to PayPal. It was extremely difficult as the form has limited characters and keeps running out of time and wiping out what you have written. the complaint followed these lines:
1 Payal still taking my DD from HSBC. This was even after 30th July when I was promised on the phone that it had been corrected and that my previous instruction to use my new account ending 3860.with Lloyds Bank would be followed and 1p was paid into the 3860 account. AND;-
2 after my phone calls in August when two more 1p payments were made into my new account to verify it and I was promised the mistake would not happen again.
3 Then on Thursday 20th September, PayPal were still attempting to take DDs from HSBC against all my instructions. This is over 8 weeks after I changed from that account and after my phone calls on which you assured me the account would not be used again!
4 I phoned PayPal again, spoke to 3 people who told me that my new Bank – Lloyds, had not set up the DD.
5 I immediately phoned Lloyds. The lady there told me the DD had been ready for PayPal to use from 30th July but PayPal had not used it at all.
6 I phoned PayPal again and Tony answered, was rude, said it was my fault despite all my phone calls to sort it out and on which I was told my payments would no longer be taken from HSBC but from my Lloyds 3860 account according to my original request before 30th July in fact.
7 Tony said I should have removed HSBC from my list of accounts on my PayPal payments. I told him it would not let me
8 He said “because you are in negative payment”
9 I said I had A) just made that payment manually over the phone and more importantly B) I was wrongly forced to be in negative payment by PayPal because PayPal were taking my DD from the WRONG ACCOUNT AFTER BEING TOLD NOT TO USE THAT ACCOUNT OVER 8 WEEKS BEFORE AND
10 THEY HAD VERIFIED THE NEW ACCOUNT WITH THE 1P WHEN I PHONED ON 30TH JULY.
11 I told Tony the originator reference, for the new account and he said he had never heard of an originator reference and it was not relevant.
12 PAYPAL HAVE SET UP A “CATCH 22” SYSTEM. You ignore the customer’s instruction to stop using an original account when I have changed my accounts and began a new one, and continue attempting to take money from the account that I have told you is closed. Repeatedly PayPal are told not to use this old account and it has no money in it. Repeatedly PayPal say they will not use it again and will use the new account. Repeatedly they ignore that and send a direct debit request to the old account again. The old account returns the request of course. It should not have been sent there in the first place. The Customer gave PayPal an account with funds in to use and it was set up and has been proved to be working. By asking for payment against the Customer’s mandate from the wrong account, PayPal now has forced the Customer’s account to be in “Negative Payment’
This means I, and they, cannot remove the old out-of-action account.
SO: they continue to use it and continue to put me into “negative payment” and the situation is perpetuated ad infinitum. This is bullying in the worst form. In Psychology we call this torture.
13 It seems that however often I complain and phone and tell them NOT to use this account, PayPal will not do as I ask.
14 In other words, if you use PayPal you cannot change your Bank Account because they will insist on continuing to use it, no matter how many time you tell them not to use it, no matter how many times they say they will stop using it, they will continue to try and take money from it even when it is empty and you have given them the details of, and set up a working DD on, your new account! Because they have insisted on trying to take money from the account you told them not to use, your old now empty account, they will now put you in “Negative Payment” even though you set up a new account, properly, and told them over the phone, repeatedly, not to use this account and the new account is in funds and so they would have been paid if they did the right thing!
15 I am not someone who screams. PayPal has driven me into such a distressed and impossible state of helplessness by this gross unfairness and iniquitous bad business, that I am becoming mentally ill.
16 PayPal must write to HSBC and tell them that all the requests for DDs ARE THEIR ERROR and against my instructions given last July.
17 PayPal must reimburse me of the charges incurred on my HSBC account due to their insistence on trying to debit it after I told them not to use it and gave them another working DD on an account with funds.
18 PayPal needs to compensate me for the enormous amount of time this has taken me, days in fact, in phone calls and letters to them and the Banks.
19 PayPal owes me Damages for the distress this has and is causing me every day since before 30th July 2018 because they have designed a system that does not allow a good and honest customer to change their Bank. The last period of over 8 weeks has been ruined by this because of PayPal constantly causing HSBC to send me frightening texts and letters and making it impossible for me to put it right.
20 PayPal must write to all the Credit Reference Agencies and tell them that the “Negative Payments” and the Direct Debits they sent to HSBC that made HSBC return them, were due to their error and not mine and that I have always tried to pay, set up more than one payment method which had funds available, had phoned you many times and been told the problem was resolved, and that the returned Direct Debits were ENTIRELY YOUR FAULT AND NOT MINE AND THEREFORE SHOULD HAVE NO IMPACT ON MY CREDIT RATING.
Because PayPal make it so difficult, dishonestly so, in my opinion, to write a complaint, and they limit the characters, it was not possible to write the items in the last numbers, i think it was 16-20. It worries me a lot not to have been able to say this. I asked HSBC if they could help in any way you can with those matters
I have made a Debit Card my “preferred” payment at PayPal for the time being since they seem unable to use the Lloyds Direct Debit. But they do not even use this.
I am both extremely angry and terribly upset about all this because it is so very unfair. Mohammed on the phone from HSBC was extremely helpful though.
I have been through a terrible time with a criminal builder and have had traumatic experiences. I am upset because I am not an extravagant spender, I do not drink, smoke or bet and I certainly don’t take illegal drugs!
I am being treated for PTSD and Panic disorder, following traumatic experiences as well as a terrible time with a criminal builder. I am a widow, my husband committed suicide in 1991 when 2 of the children were at school and the eldest and just started university. I used to keep going and manage but after a car crash (not my fault) in 1997, my spine and arthritis have become increasingly incapacitating and I have ME and Fibromyalgia. I am on daily morphine and cannot do much and need to lie down a lot.
I now live alone and manage as best I can amidst the mess the builder left. Among the many things not working in the house, the kitchen sink leaks so I cannot use the cupboards near it so my things are in boxes on the cement floor which is waiting for a covering of some sort when I can afford it. The builder damaged the cement part as well as the wooden part so there is a lot of work to pay for.
This harassment from PayPal who simply refuse to change the Bank from which to take my payments because I have changed banks, is the last straw. I can’t take any more. You are trying to take money from a closed account that I told you is closed last July and I set up a new account last July from which there are very adequate funds to cover my purchases through PayPal. Why can’t you listen? Are you trying to drive me mad? You MUST write to the credit agencies and tell them YOU have been making a big mistake and I have been trying to pay you completely honestly and I have been conducting a perfectly honourable account. If you can’t change my bank from which you take the payments, what on earth is the matter with you? Even the humblest of charities has been able to cope with changing my direct Debit from HSBC to Lloyds! By carrying on like this you are driving me to suicide.
Yours sincerely
Lesley Shurlock
20 Sandringham Drive
Bramcote
Nottingham
NG93ED
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