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How PayPal Holds My Money for 1 Year Just Because I Use An Alias

Disclaimer: This is a story when I was trying to withdraw my money from PayPal account.This is still ongoing so it might get longer than 1 year. This is a very long story and it contains swear words. I’ll try to be as objective as possible.

Intended readers: PayPal employee (especially in customer service department or someone in high standing which seeks to improve the website’s experience), someone who got their account limited (especially for those with an alias name just like me), someone who’s still deciding to use PayPal, or someone who just likes to read (especially about other people’s misfortune like this)

I am one of those people who holds high about privacy. I don’t really like to put my personal information, especially my name, online. I even have an alias which acts like my second name in real life, and almost everyone I know in real life knows (and sometimes calls me by) that alias.

Back in 2014 (estimated year), I was searching for a way to get extra pocket money online. I found some PTC sites to start off with, which was quite great at the time (although after thinking about it again, it’s not). These sites usually offer cash outs in PayPal, which I don’t have at the time. Since I won’t be able to earn money without having this “PayPal” account, I decided to make one.

As a someone who doesn’t like to put their personal information, I obviously put my alias in it although the site warns me to use my real name (I mean, who’s even using their real name when registering to a website which they don’t know about?). I didn’t put any personal information in it, including credit card (since I don’t have any). I only need this account to store and send my money anyway, and it’s not even in big amounts in the first place. I thought that I won’t have any trouble with it. How naive i was.

Sure, it works smoothly in the first few months; I found better sites to earn money and get a decent amount of money from those. I even have enough money to buy in-game items online (yes, that’s actually what’s the money ended up become), until I received a limitation at March 2015, for a very vague reason.

“You have an unusual login activity in your account."

Or at least something like that, since I kinda forgot what it said.

FYI, I only opened my PayPal account from one device which was connected to a modem. I hardly change my modem at the time.

I was still trying to be calm at the time and start to seek for solutions. PayPal brought me to Resolution Center page, which asked me to do 3 actions: changing my password, changing my security question, and providing my credit card information.

The first two is easy to do, but the last one is... a nightmare. I don’t have a credit card and I never provide one for this site... ever. Why does it even want something that’s never been provided for their website before? I mean.. what do they even want to compare it with?

PayPal’s customer service is worse than today (2017) at that time. It also hardly have any support for my local language so I ended up searching for solutions online. I found out that I can provide my bank account instead of credit card for that step, but I need to email them first for confirmation.

I sent them an email, waiting for a response. I never heard from them until today. I didn’t do any follow ups because I don’t really need the money at the time. I’m still doing the “money making website” though, although I stored the balance in that site instead of cashing it out to PayPal. A few months later, I got tired doing it and ended up forgetting them completely.

Fast forward to 2017, I saw a great bundle and was thinking to buy it. I tried to check out from the website and paid using PayPal, which (obviously) failed. After sending a message to PayPal’s support, I ended up remember that my account is limited. Since I need the bundle so badly, I tried to resolve the limitation once again. Note that at this point, I have passed the “180 days hold” period which allows me to withdraw money to my bank account.

Me: Hey, I need your help. I want to resolve my limitation but I have no credit card. What should I do?

CS: (assumed reply from their copy paste answer) Just send your ID card instead and we’ll check it later.

Me: Sure, but I can’t seem to find the upload button. There are only text boxes. (sending screenshot links of the page). Anyway, will it be okay if my ID name is different with my PayPal name? I’m using an alias.

CS: (I’ll just copy paste his reply since it’s so hilarious) “To help protect your information, we don’t accept files that are sent as email attachments. Instead, we offer a more secure way to submit the information we’ve requested.“  (continues with providing the steps to “upload” my ID card in “credit card” step and the steps to request a name change)

PayPal added a new “Credit Card Info” step after that. Oh, cool. I can resolve my limitation just by requesting a name change. I needed the money so badly at that time that I don’t even mind to show my real name and give them my ID card. I shouldn’t do that.

After doing both of them, the required step’s status changed to “In Progress” and I got an email from the name change request afterwards. I decided to do a follow up.

Me: Hey, I got an email which says that I have to upload my personal info and a new step in the Resolution Center showed up which asked me to do a name change.

CS: (copy paste answer of how to complete the name change request)

I just assumed that they want me to do it through Resolution Center instead. After I did it, I noticed that the file doesn’t got uploaded like how my ID card picture in “credit card” step did. I ended up asking them about it and they didn’t reply to me.

I’m starting to run out of patience (since the bundle is ending soon) after another message exchange (and tons of name change requests). I ended up contacting them by phone after I read that I can request a Customer Service in my language online.

I called them on Saturday morning and it turns out that the Customer Service in my language only works in weekdays. Since I got no choice, I ended up talking with the guy I was talking to. I’m not really good at listening and speaking and I hardly can hear what he meant. It ended up horribly. I only explains my situation and how I already did what they want. He then replied that I just need to wait for 24h. Since I thought that he’ll check on it, I put off the phone, thinking that the limitation will be removed by tomorrow - which didn’t happen.

I got another email which says that my name change request got denied. I replied to it and ended up to have to start it from scratch again (with the copy paste answer despite the fact that I already explained my problem). After I asked them to start giving me a solution, they ended up asking me to change my password and security question again. 

I received another declined name change request a few days later (the leftovers from my previous requests). When I stated that I already went through this before, the CS only asked me to contact them by phone. What? Well, it might be because the CS is in name change department, not the limitation department. I ended up continuing my message with limitation department, which they replied with another irrelevant copy paste answer.

I got mad. I ended up making a copy paste template for them which explains the whole situation and how I already did all the steps they mentioned. They decide to joke around and send the exact copy paste answer as the ones I got previously (I even diffchecker it). Since I’m already bored after a few exchanges, I decided to send 5 of the same answers at once, hoping to get a new answer.

When I checked my PayPal the next day, my limitation message changed.

Feb 15, 2017: We've noticed some changes to your usual account activity and need a little more information from you to help confirm your identity.

I received another limitation. I got perma banned. I checked my messages and all of my messages are replied with “We are still reviewing your account”. Because that day is a non international public holiday, I was able to call the CS in weekday.

The receiver this time sounds clearer than the ones I got before. However, I didn’t want to make the same mistake as before, so I decided to talk with CS in my language.

Me: Hello, I have a limitation in my account.

CS: Oh, yes. I see that you just have it yesterday. It seems that you got perma banned. Sorry, but we can’t help you further.

Me: Pardon? I had the limitation since 2015 and I have been trying to resolve it since like a month ago.

CS: (checks it) Ah, yes. That limitation got revoked yesterday and you have a new one shortly after.

Me: That limitation never got revoked. Technically it is, but in reality, it isn’t.

CS: No, it HAS been revoked. But you received another one. You are breaching the ToS since you’re not using your real name. You’re in the wrong. Sorry, but we can’t help you further.

1) You can’t call it’s revoked if you put another limitation to it. I still have no access to my money. 2) You instantly label me as the bad guy. I admit that I’m in the wrong, but you can’t just stop caring about my inquiry after that. You technically still have my money and I still have a business with you. 3) “I can’t help you further”.. as in.. “Just turn off the damn phone?”

I lashed out. I told them how I try to cope up with their CS through messages for a month. I was given a false hope, saying that I’ll be able to resolve it with a name change. If I can’t, why don’t you just ban me faster? Why should I waste my time dealing with you guys for one fucking month for this?

She then trying to back herself up, saying that I haven’t submitted any documents. I said that I already give them my ID, but she seems can’t find them. She then tried to check it in case I send it through email. I never did it through email. How can I got banned if you didn’t get my ID? That’s the only document I submitted which can prove me in the wrong, aside the fact that I stated that I’m using an alias.

CS: I see that you have called us before.

Me: (What? Why the heck does she suddenly asked for that?) Yes.

CS: What’s his name?

Me: (Trying to pin the guilt on him, aren’t you?) Don’t know. Don’t remember.

She tried to change the subject. She’s not even saying sorry; not because of her rudeness, but for her as a part of PayPal for giving me an inconvenience and let me wait for a month to get banned (and “resolve” my case). Not that I’m excepting her to say sorry, but isn’t that just common sense in services? You should be saying sorry if you’re in the wrong, and your company’s incompetence is more than enough for that. She keeps on being rude to me instead, with the tone like wanting to end the conversation quickly.

Me: So you just ban people without reason, huh? (changing the subject to try to find out why I got banned in the first place)

CS: No, we never ban people without proper reason.

Me: Then, tell me. Why did I got banned in the first place?

CS: You are using a fake name.

Me: That’s the second ban, not the first one. I never said nor submitted any document which states that I’m using an alias. You ban people without proper reason.

CS: You are using a fake name. And no, we never ban people without proper reason.

Me: That’s the second one! The first one clearly states that I got “unusual login activity”!

CS: Who is <my alias name>?

Me: A fake name, an alias.

CS: See, you’re breaching the ToS. Your money will be limited for 180 days, and you’ll get an email when it can be withdrawn from your account.

You’re not answering the damn question! Just say that you can’t find the reason why I got a limitation back in 2015 which proves that you gave me limitation without proper reason! And no, “unusual login activity” isn’t enough excuse. I need a detailed info on that.

I got tired speaking with this CS and decided to end the conversation after making sure of everything.

Me: You know what? Forget it. You’re not answering my question. So, do I just need to wait for 180 days?

CS: Yes, and we will email you when you can withdraw your funds.

Me: Will I get another trouble when I withdraw my funds?

CS: No.

Me: My bank account name is different from my PayPal name. Is it possible?

CS: Oh. If it’s in a different name, then I’m afraid that you can’t do that. The bank can’t accept it if your name is different.

Great. You just said no before and we have been talking about me using an alias since minutes ago. How come you forgot about it? I’m sure you just want me to drop the call.

Me: So, what should I do? Should I create a new account with my real name so you can transfer the money to that one?

CS: No, no. You need to ask your friends or families’ account and we’ll help to transfer it there.

Me: Okay. So I just need to create a new account, right? (still unsure)

CS: No, not your account. You have been banned from PayPal. We need to transfer it to another account which is not yours.

Me: What? (I thought I am account banned, but it turns out that I am “person” banned) I can’t transfer it to my bank account? You took my money for a fucking 180 days already and I have to wait for another 180 days to withdraw it and you said that I can’t even transfer it to my bank account?

CS: It’s your money, not ours. (Convincing me that they’re not taking my money). You can take it back as long as we send it to another person’s account.

You said it’s my money. Why should I send it to other people’s account to get it? Isn’t that the same as “I MUST give my money to other people since you are perma banned from PayPal”? Why can’t they just let me make a new account (or they can make it for me instead) just for withdrawal purposes and ban the account after the withdrawal completed? I mean.. I’m not even planning to use PayPal anymore starting that day because of she pisses me off.

CS: How many accounts do you have?

Me: What?

CS: How many accounts do you have?

Me: (What? She’s trying to avoiding the question again since I’m lashing out to her at that time, or maybe she wants to ban my other accounts if I have more than one) Of course I only have one, miss. (After a deep breath while holding my anger since I’m super pissed at that time)

CS: Well, sorry, but you can’t make a new account. You have been banned from PayPal and you will be automatically blacklisted when you’re making a new account. If you don’t transfer it to other people’s account, I’m afraid that you can’t take the money. (with "end of conversation” tone)

How professional. After that, I fed up with her and asked about currency conversion and charges. She said that currency conversion will be based on my local bank and I’ll get charged from bank for any transfer below $112.5 (converted amount), which I’m in. She said that PayPal won’t take any charges, although I don’t really believe it because of all lies she said before.

The message

PayPal

As you can’t see, PayPal doesn’t really have a great Customer Service, both in phone and email/message. They barely answer your questions and when you asked them something outside their scope, they asked you to call them instead of forwarding the message to the correct department.

This incident also won’t happen if they have an identity scan as a registration requirement beforehand. Just make sure that the account won’t be able to send or receive money before the identity scan is finished. They won’t have these types of tickets anymore, which leads to lesser ticket in limitation department, which means that the CS can focus on other tickets, which probably will make them to stop aiming for quantity instead of quality (and probably reduce the copy paste answer and CS cost).

Also, if they want to reduce CS cost further, change them all with automation message. Their CS has been replying my messages splendidly with unhelpful copy paste messages.

PayPal also needs to retrain their phone CS and make sure that they stop being rude and want to finish the conversation as soon as possible. I mean, being fast in answering customer’s needs is a good thing, but you shouldn’t treat your caller as trash, although they are in the wrong (especially when they still have a business with you). I know that you won’t be having a call from these customers anymore, but they can leave you a bad impression and tell everyone to not use your services.

People who got limitation

If you are using an alias (or know that you’re breaching the ToS), stop wasting your time and withdraw your balance when it’s available. There might be some cases where you’ll be free of limitation when you try to resolve it, but I’m sure that’s not what usually happens.

People who wants to use PayPal

Don’t use it, especially when you’re using it to store your money. You’ll get limitation without reason, and there are a lot of cases where you’ll get locked out of your account just because you receive more money than usual.

If you’re the spending type and use a credit card, I don’t really see the need in using PayPal. Most payment methods accept credit card and if you don’t want to reveal your personal information, you’re already doing so by registering to (and using) PayPal, except if you want to buy something from a shady sites, which you shouldn’t. I’m also sure that there’re other similar services which doesn’t require your personal info that much. There is also Amazon Payments, although I never use it.

The only thing that’s good from PayPal is the fact that most people are using it, so if you want to take a risk in using it (and go through all the trouble), make sure you put the right information and don’t breach their ToS like what I did.

Afterword

Well, that’s the end of my rant. I’m surprised that you got this far. Actually, although the CS said that I need to wait for another 180 days, it’s written that I still can withdraw my money. I don’t really know whether it’s possible to withdraw, and even if it does, I’m still wondering whether I should let one of my family member to make a PayPal account or try to do some trick to withdraw the money to my bank account.

Now I’m still looking for PayPal alternatives although I need to wait for the support for other cash out methods in the “money making website” I am using to be implemented to withdraw my remaining money.

PayPal sucks. Sure, it’s convenient, but it’ll start to be troublesome when you start using it to receive money. I hope a better wallet platform starts to become as popular (if not, better) as PayPal and take PayPal down. They’re already shutting down their customers by banning them for ridiculous reasons, actually.

[superblyironcolor]

Content with her ordinary life, Lyra is somewhat of a wallflower. However, her comfortable lifestyle suddenly goes astray when she accidentally plunges into the world of sirens. Entangled in a curse, Lyra will learn that her world may be a lot bigger than she had ever imagined.