Mijn Klacht:

Dear Sirs,

As 25 november 2021, without any explanation PayPall decided to freeze our account. That in itself is not my issue. My issue is that there is no way to get in contact on a normal basis with Paypall to get a normal explanation why PayPall decided to close our account, and also without any warning way ahead. E-mail or telephone numbers there is no response on.

To get information on why we were rerouted to the actie centrum to clear the issue up. There is no information, every answer is connected to another question and it resolves nothing. You will keep going around in circles. Then you need to reach out, to send an email, which you can’t via the actie centrum if there is no mentioned issue or mentioned problem from Paypall. You will be rerouted to the beginning of the actie centrum. Then the option of calling comes into place. So when I go on google you get incorrect and fraud no’s but not the contact no. of Paypall NL. Eventually I found a 0800 telephone number on the Paypall website, very well hidden – my recommendation is put it under the contact link on the front page. So I did call the 0800 number and got no one on the phone. Even if the website states it is reachable between working hours, the tape on the phone will say that there is no one to answer the call and try later or send an email, then is immediately disconnected. Email was not an option as it is simply not possible to get an answer from, so I have tried calling over several weeks at different hours to get in contact. No luck, the same issue occurs, no one to answer and everything routed back to the actie centrum on their website. To find another telephone number, if you google, you will get a phone number with 020- (not Paypall sales phone no.). This number is of frauds I think, as they do not clear up who they are and they want to connect to your computer and take over to set things straight on your account. I did not fall for this, but I think other people will. There should be a big warning on the Paypall site regarding this, and in my opinion very easy to prevent by putting the contact no. more visible or have someone pick up the phone!

For months we are in the unclear of why our account is being frozen, what we can do to resolve it nor the reason why it is decided by Paypall. Also our funds are frozen upto 180 days for no reason at all, if they had contacted us what they were up to and why, this should not get into this massive complaint.

I am not alone, if you look at the public Facebook page of Paypall it is raining complaints regarding not getting in contact and the possibility to resolve the issue. I understand that there are reasons why, but as adults we can part way, but PayPall wishes to add on the fire by simply have no way of communication for 180 days and freezes working capital.

This way of working is not how you should treat your customers and the help center is super customer unfriendly, it leads up to more frustration.

I hope you will look into this, look at the public facebook page of PayPall and get PayPall to change their ways. We have decided to move as quickly ahead of closing the accounts as this proces is so frustrating and time consuming for us to deal with on a weekly basis.

Gewenste Oplossing:

Een klant vriendelijk customer service, duidelijke uitleg waarom ze overgaan tot bevriezen en de mogelijkheid hebben om sneller weer beschikking te krijgen over je werkkapitaal.

Uit principe sluit ik ook ons account met PayPall, en zal nooit meer een account bij hen nemen omdat ze zeer onbetrouwbaar blijken op dit punt.