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Michael169 · ‎Apr-10-2019

I'm not sure if there is an easier way, but after everything I documented above, I finally wrote a letter to Paypal's legal department at this address: PayPal Corporate Attn: Legal Dept/Civil 2211 North First Street San Jose, CA 95131 I explained the problem in detail, sharing how many agents I spoke with, how much time I spent chasing the issue and what the agents said. I indicated that I was unable to upload any more documents and that I was frustrated at the apparent lack of interest in helping after all I tried to do to resolve the issue. I also expressed that this was causing financial harm to our company and significant customer service issues and that I would like to speak to an actual person with the authority to help. Lastly, I said I would happily submit hard copies of the documents they requested. I sent the letter to the legal department by certified mail with a return receipt so I could document that it was received. I never received any response from Paypal, but after a few weeks, the problem was suddenly resolved and has not resurfaced. I'm not sure if this was the solution, but I *believe*, after receiving the letter, someone from legal contacted a supervisor and asked them to intervene and correct the problem, which is what I had been asking for all along. Hopefully, this helps someone else having the same frustrating experience. -Mike

Michael169 · ‎Jan-13-2019

Since Paypal is unwilling to help, I have been investigating if it is possible to report this to an oversight agency and I am planning to file a complaint with our state's banking commission and better business bureau, both of which said they have the ability to directly contact someone higher up at Paypal and both of which claim to have good success getting someone from Paypal to actually handle their cases. It sounds like you haven't been dealing with this as long as I have but I've had enough... I wish you success in getting it corrected.

Michael169 · ‎Dec-27-2018

Hi, Months ago, I received some emails about confirming our business identity. I submitted all requested documents and my account was never confirmed. I have since called and talked to 16 separate agents, for a total so far of 10 hours dealing with it. Many of them said, "Oh, you need to submit this document, change your business name, change your address, etc." but after doing all of those things the problem persisted. The last several times, I have asked to talk to security and to supervisors and I have been assured that I submitted the correct documents and more, that the problem has been corrected, and that everything is great with my account. BUT the issue persists. I have even received an email confirmation indicating that my account has been "restored" but the problem persists. I am unable to use my Paypal balance to send money to anyone and Paypal agents insist all is well and everything is peachy, but I can't use my account balance to send money. If I ask to talk to the security department that evaluate the documents, I am told I am not allowed to speak with them directly. Every time I call, I have to spend 30 minutes to an hour and nothing that the agents and supervisors assure me will correct the problem has helped, even though they assure me everything is finally fixed this time. Additionally, I CANNOT upload any more documents. I still receive a message in my Paypal account that says "Help confirm your business identity To help keep your account secure, please provide documents that confirm your business identity." but when I click on the link, there is a message that says "We’re reviewing your documents. Thanks for providing your documents. You should hear back from us pretty quickly, but in some cases, it could take up to 2-3 business days." BUT this message has been stuck in this position for over 2 months. What do you recommend I do? Does anyone have a direct line or mailing address for someone who can actually help? I would like to re-send the documents by snail mail to an administrative office, because the automated system seems to be stuck or to talk to anyone who would actually help and be able to help, but I feel like I've hit a massive corporate brick wall and nobody will help despite overwhelming effort on my part to get this problem solved. I've been a Paypal customer for 15 years. PLEASE HELP! Thanks! Michael

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