Current status: The accounts were released again without being contacted in writing (after a complaint via PayPal). The accounts were nevertheless terminated with a 2-month notice period. We will, however, continue to lodge a complaint.
Previous status: Our PayPal accounts were completely blocked again after they were released. The limitation was initially lifted and then blocked again after 6 weeks. Renewed contact with the CSSF has been established.
Problems with PayPal? Contact the CSSF via this link

With over 300 million accounts, PayPal is one of the largest payment providers on the entire Internet. Again and again there is criticism against PayPal, including the Consumer protection has already sued PayPal's usage guidelines. PayPal is considered a secure payment service provider - but problems and disputes are becoming more and more common for consumers and sellers. In this blog post we write about our experiences with PayPal, customer service and our blocking of our accounts.

PayPal support hotline: 069 945189832

Complain about PayPal? Instructions can be found here:
https://web-karlsruhe.de/probleme-mit-paypal/

Bad reviews about PayPal on the net

There are many complaints against PayPal on review portals on the Internet. on Trustpilot the company has 1.2 stars - 85% the ratings are "unsatisfactory" (as of March 12, 2021). In general, it is often reported that accounts are arbitrarily frozen and for 180 days (sometimes longer) can be withheld. Customer service is also criticized, which is said to be difficult to reach or unable to help. The German support from PayPal is trying hard, but unfortunately your hands are tied in the event of a block. No one can be reached by phone who can remove the lock - or view it. In general, poor accessibility and a lack of communication within the company are criticized on the Internet.

Account blocked without notice

One morning we got an email that our accounts were 'about to be closed'. All of our money is withheld and we cannot and may never use PayPal again. After initial confusion, this was confirmed to us after a telephone inquiry: We are permanently limited, the business relationship has been terminated.

"Account closure initiated" - money withheld for 180 days

In early February 2021, all of our accounts - including private ones - were frozen and made unusable. An automatic email indicates that PayPal can withhold the money for up to 180 days. In the terms of use, PayPal states that the money can be withheld for up to 180 days allowed to prevent liabilities and to minimize the liability risk of PayPal. We do not know whether this is legal - but it is stated in the terms and conditions. In general, we recommend leaving as little money as necessary in your PayPal account so that you don't have to chase after your money. The lock came very suddenly without consulting or communicating with us, which is why we were very surprised.

PayPal's customer service

Time and again, PayPal's telephone support is heavily criticized. We rarely had bad experiences with the company's telephone customer service. On the contrary: the majority of the employees were very committed and took the time to examine the situation. Unfortunately, the employees could not solve anything themselves on the phone, always referred to the back office or had no authorization to view the reasons for the blocking. Nevertheless, everything that was necessary was done to help us. The commitment was always there.

Particularly noteworthy is the business customer support (Business Support from PayPal), which was always very committed.

Objection to the block - no response from PayPal after 6 weeks

On the first day of the ban (on 02/02/2021) we had already sent an objection to the so-called AUP email. This was recommended to us by PayPal customer service, as PayPal customer service can neither remove the block nor view it in detail. Allegedly, the AUP department is responsible for the locks. We were told the ban was final and not to be challenged. There was never any other answer.

Our previous tips should your ban be unauthorized

  • Try to stick with it. Call PayPal Support: 069 945189832
  • Write emails to [email protected]paypal.com (even if there is no reply) and explain your situation.
  • Maybe take legal advice and ask PayPal to release your funds.
  • Find another payment service provider.
  • Contact request to [email protected] or [email protected]
  • If you are not (yet) blocked: Never “store” a lot of money on PayPal!

What we want from PayPal

After weeks we did not receive any information from AUP. We want clearer communication about what the problem is. Why we were banned. That we can explain ourselves. With the AUP e-mail we have been running nowhere for weeks. In every email we have written, we have left a telephone number for queries. There was no personally written email from the AUP Department. We ask PayPal to release our funds and explain our alleged breach of the Terms of Use. There is a misunderstanding - or we were not aware of any guilt.

Update: March 19, 2021 - Rejection one day after internal objection

After weeks of waiting and no response, we raised an objection internally via the business customer service. This was rejected within 24 hours.

We contacted the Executive Office again by email, with a formulated objection, and at the same time we are still waiting for the complaint to be lodged with cfpb / consumerfinance.gov - as we have not violated copyrights or guidelines.

We ask PayPal to check our block again and to contact us if you have any questions. If further information is required from PayPal, employees are welcome to contact us at any time. We will stay tuned and inform you about the further process.

Update: April 2021 - The final statement from PayPal

Dear Mr. Lucas Kleipödszus,
Thank you for your inquiry to PayPal regarding the limitation of your PayPal account, registered with the email address [email protected]
The check of your PayPal accounts shows that they were restricted on February 2, 2021 under the processing number PP-L-XXXXXXXXXX due to the type of use and with reference to the PayPal terms of use. On the same day you were informed that these account restrictions will remain permanently on the PayPal accounts. After re-examining the facts, we confirm this decision.
For this reason, we have terminated the contractual relationship with you with immediate effect in accordance with the “Prohibited Activities and Withholdings” subsection “Actions We May Take If You Participate in Prohibited Activities” of the PayPal Terms of Use. The PayPal accounts are and will remain blocked for any further use.
Customers whose access is permanently restricted due to a violation of the PayPal Terms of Use and PayPal Usage Policy are excluded from further use of PayPal and its services and may therefore not open any new or additional accounts.

Furthermore, we refer to your request to delete your data from the PayPal platform.
As described in PayPal's privacy policy, PayPal adheres to the highest standards of data protection. In Europe, PayPal complies with the general data protection regulation (GDPR).
As part of the strict financial and legal obligations that PayPal is legally obliged to comply with, PayPal must store customer data for a certain period of time to protect against fraud, money laundering and financial crimes. In addition, as stated in the agreements you have with us, PayPal may store your personal data in order to comply with applicable law or to defend us in legal disputes. For legal reasons, no data may be deleted during the retention period.
The retention period for customer and transaction data at PayPal is ten years. This period begins on the date you closed your account or the date of the last significant activity on an open account.
Please note that PayPal will save the data even if your account is closed or limited until the retention period expires. After that, they will be deleted automatically.
If you close your PayPal account, or if it is permanently restricted, as in this case, your data will no longer be processed for the purposes associated with the use of active PayPal accounts. That is, they are only processed when it is essential. Even if we cannot delete your data immediately, it will only be processed to a minimal extent and will be automatically deleted after the statutory retention period has expired. We assume that this is what you want.
Your data is still in this retention period. Therefore, PayPal is currently unable to fulfill your request for data deletion. However, your data will be automatically deleted after this period has expired. Until then, your data will be securely encrypted until they are deleted from PayPal's systems. Thank you for your understanding.
We regret that we cannot delete your data immediately. We hope that the reasons for this can be seen from the information given in this letter. In the event that you wish to pursue this matter further, please contact the data protection authority that oversees us, the Commission Nationale pour la Protection des Données or the National Commission for Data Protection (CNPD). Address:
15, Boulevard du Jazz
L-4370 Belvaux
Tel .: (+352) 26 10 60-1
https://cnpd.public.lu/en.html

You can contact us with further questions at the e-mail address [email protected]

If you do not agree with this final statement from PayPal, you can contact the following offices to submit an official complaint against PayPal:

- European consumer center Germany

c / o Center for European Consumer Protection eV

Bahnhofsplatz 3

D-77694 Kehl

- Commission de Surveillance du Secteur Financier (CSSF)

283, route d'Arlon

L-1150 Luxembourg

Kind regards,

-Name removed-

Executive escalations,

PayPal

We gave PayPal the chance to reopen our accounts or delete our data. Neither option was considered by PayPal. It seems as if everything is regulated internally how to proceed.

That is why we opened a complaint about the CSSF Luxembourg. It cannot be that we have to wait 6 months for our money and we are accused of copyright infringement.

Update: 05/21/2021 - Complaint about CSSF (Luxembourg Financial Supervision)

In response to the email from PayPal that the “accounts remain blocked”, we filed a complaint with the Luxembourg financial supervisory authority.

As of May 21, 2021:

In the aforementioned matter, we refer to your e-mail from May 18, 2021 and
would like to inform you that on May 4th, 2021 PayPal (Europe) S.à rl et Cie, SCA,
asked for an opinion on your complaint. The opinion
from PayPal (Europe) S.à rl et Cie, SCA will not be sent to us until the next few days.
We would like to point out that we are obliged to comply with Article 5 of the CSSF
Ordinance n ° 16-07 on the extrajudicial settlement of complaints established
Adhere to the procedural sequence.

We are curious to see how it goes on and we will keep you posted. We go through each additional higher authority until we get justice. Wait 6 months for your own money? Ridiculous that a corporation “may” or get away with something like that - legally the whole thing is very likely not okay.

Then update the complaint: PayPal took a position on the blocking and communicated the reasons to the CSSF. We then refuted or counter-argued these reasons. Afterwards PayPal was asked for a position one more time.

Have you also had negative experiences with PayPal?

Through our blog entry, we have reached a lot of people who have experienced the same or similar. Thanks a lot for this!

Feel free to write in the comments about your experiences with PayPal, as a buyer or seller. We are interested in your opinions. Have you been banned too? We are happy to answer and share our experiences with you.

Should we go to court, we will post this case here too!

After 7 months: recovery of the accounts

On August 9th, 2021, after more than half a year, our business account was released again. After a further three days on August 12, 2021, the private account and another business account. It all took a long time, and we weren't told what conclusion they came to - but obviously the blockage that was once set for alleged "violations" has been lifted.

The activation email

After 9 months: renewed blocking ?!

On Saturday, September 25th, 2021 ALL accounts were blocked again. Same reason - same procedure. I feel, I honestly say it, kidding. Unfortunately, you can only guess what the whole thing does to me psychologically. I will now go the way that I contact the banking supervisory authority again and then possibly take legal action against PayPal. It cannot be that we are unlocked first and then, despite all the effort, are locked again out of the blue.

Despite contacts to business support, as well as to PayPal via e-mail, etc., our accounts were blocked again. It's enough now! We are now taking another position on the Luxembourg Banking Authority (CSSF) and will take legal action if necessary.

October 8th, 2021: Renewed approval + termination of the accounts

The accounts were all released again, with written notice (2 months' notice). Had it happened that way at the beginning, we would not have lodged any complaints. But we do not want to accept this termination because the whole procedure has been very time-consuming up to now. We no longer use PayPal for business purposes!

Here is the termination:

We recently conducted a review of your use of the PayPal services based on our records. Given the nature of your activities, we have decided, in accordance with the PayPal Terms of Use, to terminate our business relationship with you by giving two months' notice. For this reason, we will permanently restrict your account on December 8th, 2021.

You can view the complete PayPal Terms of Use by clicking on “Terms and Conditions” in the footer of any PayPal page.

We urge you to remove all references to PayPal from your website. This not only includes the removal of PayPal as a payment option, but also the removal of the PayPal logo or shopping cart.

If you have a remaining balance, you can debit the money to your bank account. Information on debiting your PayPal account can be found in our Help Center. "

Published On: March 12th, 2021 / Categories: Persönliche Meinung / Tags: , , /

55 Comments

  1. 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
    Lucas March 12, 2021 at 4:15 pm - Reply

    Hello! Have you had a bad experience with PayPal? Let us know!

  2. 61ecf089e44c9b02fdc50dace79ce1d0? S = 54 & d = mm & r = g
    Holger Ass March 12, 2021 at 7:48 pm - Reply

    Hello, yes I think you're not the only ones. Unfortunately, it is now more and more the case that your rights only count when you have money. I don't know how it can be that PayPal is warned so often and still nothing happens. I hope you decide to take legal action and can let us be a part of it.

    Press the thumb
    Holger

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas March 12, 2021 at 8:20 pm - Reply

      Hello Holger,
      thank you for taking the time to read the article.
      We will definitely stick with it and keep everyone up to date - we know about many other cases and all the complaints against PayPal.
      A large billionaire company exercises its power here because it has a certain monopoly and operates worldwide.

      Regards

      • 0ca9ca965f8f8b48761f2b602be243ff? S = 54 & d = mm & r = g
        Bjorn April 28, 2021 at 4:26 pm - Reply

        Hello, we have exactly the same case with our startup (founded Nov. 2020). We received this email unexpectedly on April 27th, 2021. It took us a long time to accept our bank account. Since then only 2 own payments have been made. Thank God we don't have a customer paying via PayPal yet.

        We also had the game with the support, we try it again and again (already received the same computer answer more than 4 times).

        Hope that this arbitrariness finally stops.

        Many greetings
        Bjorn

        • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
          Lucas May 5, 2021 at 2:25 pm - Reply

          Hi Björn,
          sorry for the delayed comment activation.

          Until we are successful, we will always strive for higher levels. Our complaint is currently on the table with the CSSF (Luxembourg Banking Supervision).
          If this is unsuccessful, the court will proceed. Then we complain.

          Regards

  3. e8eb8d1a509cb25723332b4ddeb7790a? s = 54 & d = mm & r = g
    Ulrich Holthausen March 14, 2021 at 10:14 am - Reply

    Hello

    I am facing the same problem as of today.
    Cause unknown ... no mail received about the lock.
    Consider tune in to magazines like PC-Welt, Chip, c't, and others.

    Sincerely yours

    UH

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas March 14, 2021 at 11:04 am - Reply

      Hello Ulrich,

      call the PP Support 069945189832 tomorrow between 9 a.m. and 6 p.m.
      Ask about the reason for the ban. If they tell you more than "You broke the guidelines", you won the lottery.

      Regards

  4. e8eb8d1a509cb25723332b4ddeb7790a? s = 54 & d = mm & r = g
    Ulrich Holthausen March 15, 2021 at 8:19 am - Reply

    Hello

    just called.
    PayPal doesn't need to tell me which payment was disputed. I violated the terms of use.
    So easy……

    Kind regards

    UH

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas March 15, 2021 at 9:56 am - Reply

      Hi there,

      Quite typical. I would recommend you to look for another provider. Check out Mollie or Stripe - when it comes to online payments.
      I myself will crush PayPal with my presence until I get unlocked and my money.

      greeting

  5. e8eb8d1a509cb25723332b4ddeb7790a? s = 54 & d = mm & r = g
    Ulrich Holthausen March 15, 2021 at 11:38 am - Reply

    Hello

    It would be interesting whether it is worth founding an interest group to make such practices more difficult / to prevent. Also in court if necessary.

    Thanks, I'll take a look at the alternatives.
    Kind regards

    Ulrich

  6. ada6d55f421a0aebe36747c8177e56ec? s = 54 & d = mm & r = g
    Michael March 17, 2021 at 9:56 am - Reply

    I felt the same way last week. For no reason whatsoever, my account was blocked using the exact same procedure. Since I had 3124 € credit very questionable. The money comes from the record sales on Discogs and can be precisely proven.

    On Saturday, a hotline employee said it could only be a PayPal error because, in his opinion, nothing unusual has happened. He probably suspected a problem with my identity ... I also wondered about it as I uploaded my passport days before when asked to confirm it.

    The staff in the call center are sometimes constructive and friendly and other times brusque and impatient. It seems like the company is blocking the outside world.

    Allegedly, this is now the common method in the USA as well. There are cases in which the amounts are withheld for over a year and beyond.

    Perhaps one would have more chances with a class action lawsuit and public relations than alone?

  7. a955d98b98d77c1c57f1ffaa95840081? s = 54 & d = mm & r = g
    Paul March 17, 2021 at 2:52 pm - Reply

    Hello,

    very interesting article!

    we have been facing the same problem since the end of February. We have been using PayPal for ~ 3 years through a company account. We have <1% buyer protection cases, most of which we have won. The ones we lost were wrongly decided by PayPal. Customer buys a download - downloads it - and opens a case to simply get their money back. Because PayPal does not block the fraudsters ...

    All we get is the email in the same wording. No information from support, the AUP email or whatever ... We have now filed a complaint about consumerfinance.gov in the hope that a real person will look at our account and notice that we have not done anything wrong.

    PayPal is really not a reliable business partner. Unfortunately, so many customers want to pay with it. Otherwise we would never use them. Bad API documentation, no help when it comes down to it, arbitrariness when it comes to blocking and buyer protection.

    I hope that this monopoly will be broken up by better alternatives.

    Please keep us up to date if and how you got your account free again.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas March 17, 2021 at 3:09 pm - Reply

      Hi Paul,

      thanks! I guess PayPal will get screwed up at some point.
      We also lodged a complaint via consumer finance to look.

      It was us for you: Did you get a reason in the blocking email (copyright and trademark law)?
      Yes: It is correct, PayPal makes it easy for itself. Appeal, generated text rejecting it. Such are the experiences so far.

      We said we were working with PayPal to unblock accounts - or at least make money withdrawable. Well, let's see what will become of it. There has now been good feedback on this post, and that is the goal: To make these bans public and to show how the hands are tied even for customer service.

      greeting
      Lucas

      • a955d98b98d77c1c57f1ffaa95840081? s = 54 & d = mm & r = g
        Paul March 18, 2021 at 4:23 pm - Reply

        Moin Lucas,

        thanks for your comment. In fact, our text is even slightly different. We weren't even given a "category" ...

        "The closure of your PayPal account will be initiated.
        After reviewing your account activity, we determined that you violated PayPal's Acceptable Use Policy. Therefore, your account has been permanently restricted and you can no longer use PayPal for corporate purposes. This is permitted under the “Prohibited Activities” and “Actions We May Take” sections of the PayPal Terms of Service. You must remove all references to PayPal from your website (s) and / or auction (s), including removing PayPal as a payment option, the PayPal logo and the PayPal shopping cart. You can no longer use PayPal . "

        For example, if we had trademark law as a keyword, then we could at least explain what was possibly misunderstood at PayPal - but we don't even know that.

        So it remains exciting.

        • a955d98b98d77c1c57f1ffaa95840081? s = 54 & d = mm & r = g
          Paul April 27, 2021 at 9:51 am - Reply

          Status update:
          So for all customers in Europe you can bend consumerfinance.gov. Contact worked out great, but they directly point out that you are generally absolutely not responsible and should please submit a complaint in the EU.

          We did the same and received an answer from the CSSF within 2 weeks. We should send a letter from them along with our complaint [email protected] send ... NOT AUP! If there is no response from CRC within 4 weeks, we can contact you again and the complaint process will then be continued.

          In the meantime, of course, there was no reaction to the previous direct contact attempts with PayPal.

          I can only recommend everyone to send your first email directly to CRC, wait 4 weeks and then send the CSSF directly afterwards, as this can then be done immediately. I feel a bit sorry for the CSSF ... who wants to have the same complaints all the time just because PayPal is so uncooperative. One should really question PayPal's banking license the way they deal with customers.

          • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
            Lucas April 27, 2021 at 10:21 am

            Moin Paul,
            nice to read from you again!
            Absolutely correct procedure - CRC (Executive Escalations) also threw me off. That is why I am now going the CSSF way. If that doesn't work, I'll file a lawsuit. Fight until the end.

            Can't really be that PayPal violates the banking rules with the statement: "We are not a bank". Yes, PayPal, then hand in your banking license and leave the EU.

            When I asked about whom most of the complaints were lodged with the CSSF, I got an answer. Once you can guess who has the most complaints.

            Greeting,
            Lucas

          • a955d98b98d77c1c57f1ffaa95840081? s = 54 & d = mm & r = g
            Paul May 11, 2021 at 8:21 am

            Status update # 2: We have been unlocked. We were not told why we were blocked at all. We will stay with PayPal for existing services - in the future we will rely on paddles for new projects.

          • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
            Lucas May 11, 2021 at 9:34 am

            Hi Paul, nice to read!
            After how many weeks / months did all of this happen? When did you get banned?

  8. 4d35ba8ad0df35261461821990819004? S = 54 & d = mm & r = g
    Michael March 20, 2021 at 11:46 am - Reply

    The complaint to US consumer protection is quite nice, but what is more dreaded at PayPal is the responsible banking supervisory authority in Europe, namely CSSF (Commission de Surveillance de secteur Financier), Siège: 110, route d´Arlon, L-2991 Luxembourg, E-Mail : [email protected]. Complaints can also be submitted there in German.

  9. fb001961ead10e1082e538bb4789f2ca? s = 54 & d = mm & r = g
    Ivan March 29, 2021 at 12:15 am - Reply

    Great contribution, because you can see how many there are unfortunately today with the same problem. PayPal has become so big that all customers want to pay online via PayPal. A great feature for customers, but merchants are worthless to PayPal, because it's a billion dollar company. That is why they have the power to distribute it so rigorously and to ban every 10th. Now for my case. Last year in June I founded a sole proprietorship and run social media marketing, of course I offered PayPal as a payment method and PayPal also asked me at the beginning to tell them what I was doing specifically and what I should provide evidence of performance. I did this quickly and was released again. Since the business has boomed within 2 months, I decided to set up a UG with the same type of business. After 4 months of selling, I got the email that all my accounts have been blocked and that I will never use PayPal again. At first I couldn't believe what I saw because 100% of my customers paid with PayPal. Now since the beginning of March I have been able to get my PayPal account unlocked again and the toughest time is coming. The company is on the brink, all customers are gone although I offer credit cards, bank transfers and immediate bank transfers. I really don’t wish anything like that and I hope for all of you that you get your accounts back. But inside I really hope that there should be a solution to this problem and that another company should overtake PayPal because what happened was just catastrophic.

  10. 7a66693e07e9910c425f8ec4b596b157? S = 54 & d = mm & r = g
    Marcel March 30, 2021 at 3:52 am - Reply

    Hello, same problem with my company. An earlier restriction (last year) was lifted when it was proven where the incoming payments came from, that they were taxed and that the products were legally purchased and the dealers were disclosed. Well, after a few months of growing sales, we received the following email:

    "The closure of your PayPal account will be initiated.

    After reviewing your account activity, we determined that you violated PayPal's Acceptable Use Policy. Therefore, your account has been permanently restricted and you can no longer use PayPal for corporate purposes ... "

    Since many customers prefer PayPal, we had to offer it and most customers also chose this payment method and it became the most popular payment provider in our shop. From testimonials from other shop operators or start-ups, we were already feeling sick from day 1, because unfortunately it is no secret that this payment provider blocks accounts for incomprehensible reasons and you simply cannot do anything about it - the funds are frozen and not available for at least 180 days. The support will not help you, as these are only first-level and therefore have no way of releasing accounts. The positions that can make a difference are generally understaffed and you can wait several weeks or even months for the copy-and-paste answer and in the end nothing has been achieved.

    Paypal trusts 100% on their system and will not do anything to accommodate you, this is the sad truth. Turning to consumer advocates will fizzle out and banking regulators will put your inquiries in filing P. Why this is so is simply explained: You are an insignificant retailer and PayPal is a billion dollar company, why should they stand up for you? Companies of this size try to achieve the status “to big to fail” in order to be able to act worldwide as they want and not as the laws may prescribe.

    The only option, which "we" and "you" will have, is only to apply pressure through legal channels:

    // Quote by https://www.sbs-legal.de/blog/paypal-konto-gesperrt-was-tun :

    “There are two ways in legal proceedings: One way is an action for an achievement. Here one sues for the payment of the funds and, if necessary, the activation of the accounts.

    One can, however, go another way; consider an injunction. As part of a warning, PayPal is asked to refrain from blocking the account in the future. Such a warning can certainly be based on general civil law, possibly also on contract law. More precisely: The right to compensation from §823, paragraph 1 (BGB), in connection with the right of removal and injunctive relief from §1004 (BGB) as civil law. "

    // Quote end
    This is a small ray of hope, but only if you are willing to go through with it.

    From my own experience I can say that there is unfortunately no chance of success if you try to convince Paypal with long texts or phone calls to unblock the account again, you will only go round in circles, as this is on your guidelines will refer. The internal structures of them are designed in such a way that they do not act in a customer-oriented manner or participate in a goal-oriented manner, but rigorously exploit their position of power. They send your first-level slaves to the front, in order to beat you again and again to the guidelines as copy-and-paste until you as a customer give up annoyed and PayPal can manage the frozen funds in the background - whether if you as a customer go bankrupt, who cares.

    Like so many merchants, we can only hope that at some point customers will switch from PayPal to a reputable payment provider, so that one is not constantly exposed to the nuisance of these "monopolists".

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas March 30, 2021 at 4:59 pm - Reply

      Hello Marcel,

      I have had exactly the same experience. Lots of ignorant employees, you are referred and in the end it says you know the guidelines. Two employees even advise me to set up a new account. Although that itself is against the guidelines. Funny, is not it?

      My complaint via [email protected] is out - with a demand for the money. I will be unlocked anyway - never - even though I had asked for it, in a statement with business activities, documents, etc.
      I keep everything up to date here. If there is no response from PayPal, I will use the Luxembourg CSSF (banking supervisory authority). If they do nothing, the only option is to wait - or to sue / take legal action.
      I was really happy with PayPal until the day it was blocked. Just out of the blue. I knew that an account had to be checked because a dissatisfied customer had reported me, but I hadn't thought anything about it.
      I think it can happen to anyone. Even PayPal employees say in the hotline - PayPal can and can freeze all accounts at any time - without giving reasons - and withhold money for up to 180 days.

      PayPal uses the power of the monopoly - clearly - to use. I always thought PayPal is a 'different corporation' - but it is only one of the other large corporations. Unfortunately.

      Regards

    • b096793f1db684e691a4446179d128d3? s = 54 & d = mm & r = g
      Ivan March 30, 2021 at 9:07 pm - Reply

      You're absolutely right Marcel. So far I had never heard that PayPal first released the activity or account and blocked it permanently after 4-5 months. State banks wouldn't do that. The biggest problem is that an enormous number of customers pay with PayPal and entrust PayPal, because in the event of a dispute they would get the money back. The biggest annoyance in my case is that I still founded the ug and didn't stay with the sole proprietorship because I thought PayPal accepted my business. A huge problem for me, but PayPal doesn't care at all. They just say we can do this according to our guidelines and that's it. And now my company will not make it to 80% without PayPal, just a catastrophe.

  11. 09c1b229698c474bee4fc6a3a4761354? S = 54 & d = mm & r = g
    Karsten April 14, 2021 at 7:34 am - Reply

    Hi there,
    That affects me right now. My account was closed immediately after a sale or the closure was initiated.
    I hardly had any credit in the account, so the 180-day block is not so important to me.
    Does anyone know whether the closure will be passed on to credit bureaus?

  12. a7a02e9c965d79475a8104e567b42107? s = 54 & d = mm & r = g
    Frank April 15, 2021 at 3:03 pm - Reply

    Hi there,
    Yesterday evening exactly the same for me ... I was informed by email that my account will be closed for violating the terms of use. In particular for the alleged sale of ammunition, firearms, firearm parts or accessories. I've been using this account for about 10-15 years and have NEVER offered anything like this, let alone sold it! An initial request this morning to the hotline did not result in anything ... it was only on the [email protected] Address referenced for the purpose of contradiction.
    I then did it right away and was hoping for an answer soon. After googling and reading your posts, I can probably forget that. This means that my savings of a good 4,000 euros there, which I had saved especially for a certain purchase, are "frozen" for an indefinite period of time, or probably for at least 180 days.
    I have also read that hiring a lawyer doesn't do much good and that Paypal then really gets stubborn. Tomorrow I will still contact my legal counsel and ask whether they have already had experience in this direction.
    I would definitely be very interested in new or further information here!
    Kind regards

  13. d1259d454a59eee908ceb6748d6f495a? s = 54 & d = mm & r = g
    Benny April 15, 2021 at 6:13 pm - Reply

    Hi there,

    It was exactly the same for me. Account from 2011. Annual sales in the almost millions, but even that leaves PayPal completely cold. The following text was displayed for me:

    You can no longer use PayPal

    It is important to us to offer our customers a secure payment platform. We have seen activity on your account that violates our Terms of Use. For this reason we can no longer offer you the PayPal services.

    The bank details or credit card stored in your PayPal account cannot be removed or used to open a new account. You can still log in and view your account information, but you cannot send or receive money. Any remaining credit will be retained for 180 days. We will then inform you by email how you can withdraw your money.

    I called the hotline several times but only referred to aup. In the meantime they have also blocked my private account with PayPal.
    Here is the communication history:
    01/19/2021 7:30 p.m. Email about account blocking
    January 20th, 2021 I call PayPal in the morning. Then email aup directly
    01/27/2021 Follow Up email to aup
    02/03/2021 Called the hotline because there was no answer. He opened a follow up ticket. Or let's say he said it.
    02/24/2021 Post in the PayPal Community Forum (diputes & limitations)
    04/14/2021 New account opened
    April 15, 2021 New account closed and private account also banned (which has existed since 2009)

    It's really unbelievable what they take out of it. If they would at least be told why the account was blocked.

    Has anyone got an answer from aup?

    Regards

    Benny

    • a7f81d1c6606a8d71683db53412d15fd? s = 54 & d = mm & r = g
      Benny May 23, 2021 at 8:40 am - Reply

      Hi,

      small update:
      May 23, 2021 - Absolutely no reaction from PayPal.

      It's just sad what Paypal is delivering.
      I have now switched to PayPro Global with the payment. Unfortunately higher fees but direct support and, in addition to PayPal, other payment options such as credit card, instant transfer etc .. including sales tax handling.
      I am satisfied so far.

      Regards

      Benny

      • 15212406e6bcdaaf9521615134f2b108? S = 54 & d = mm & r = g
        Benny July 19, 2021 at 10:48 pm - Reply

        Next update: The 180 days are over now, but no email has been received that should contain instructions on how I can withdraw my remaining balance. Then I sent a message to Paypal by sending a message (in the login area) that you have 7 days to pay out the money, otherwise the whole thing will go to the lawyer. It's getting really annoying!

      • 15212406e6bcdaaf9521615134f2b108? S = 54 & d = mm & r = g
        Benny July 29, 2021 at 6:39 am - Reply

        Hi,

        small update:

        After the 180 days have passed, I have not received an email asking how I can withdraw my credit. I then used the internal message function and asked for a payout within 7 days. No response received after more than 10 days. That's why I contacted support by phone. They then assured me that the remaining balance should be transferred to my account within 5 working days.

        This ends the PayPal chapter for me.

  14. a7ce5b31645d46b94d29791427b0509e? s = 54 & d = mm & r = g
    yusuf May 5, 2021 at 2:09 pm - Reply

    Account also blocked because they want to prevent PayPal from financial damage. Funny, because there is a lot of money in the account. no signs of financial damage. I want my account again.

  15. b3ce54a45890bed395c247fedfc415bc? s = 54 & d = mm & r = g
    IG May 17, 2021 at 8:04 am - Reply

    Just happened to me too. My daughter sells self-developed software products (extensions for forum software) and individual programming services. The PayPal account was blocked this morning with the reason:

    > Some of your products or services violate the PayPal Acceptable Use Policy. Because of this, you cannot do any further business with PayPal.

    The email says:

    > After reviewing your account activity, we determined that you violated PayPal's Acceptable Use Policy. In particular, the sale of unauthorized file sharing services. Therefore, your account has been permanently restricted and you can no longer use PayPal for corporate purposes.

    Objection is of course out, but I have little hope that they will change anything in their decision. After all, we're talking about PayPal ...

    • b3ce54a45890bed395c247fedfc415bc? s = 54 & d = mm & r = g
      IG May 26, 2021 at 4:49 pm - Reply

      As expected, only one standard response from PayPal:

      > Thank you for continuing to use PayPal. However, we are sticking to our decision that we do not want to start doing business with you again. The reason: If a PayPal account is used very risky, we reserve the right to close this account according to the terms of use.

      I responded with a longer answer. A few hours later I received the same answer (1: 1) as before, but supposedly from another employee.

      I've now turned the tables and just sent my answer again. Let's see when I get the first, individual answer, or whether they just stop answering at some point.

      • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
        Lucas May 26, 2021 at 5:11 pm - Reply

        That won't do anything - because the answers are always ready-made. You press a macro and the text is sent. With so many closures, they would have a lot to do.
        So: Mail to [email protected] - Give 4 weeks, then turn on CSSF. That's how I did it and now I'm waiting for an answer.
        Incidentally, it is also my turn to take measures with consumer protection.

        • b3ce54a45890bed395c247fedfc415bc? s = 54 & d = mm & r = g
          IG May 27, 2021 at 6:39 am - Reply

          Hi,

          Today I received a different, but equally unsatisfactory answer:

          > Unfortunately we cannot give you the details. Your account is permanently restricted.

          email to [email protected] goes out during the day. Incidentally, the behavior borders on insult (according to § 185 StGB), because in this form it is nothing more than a personal utterance of a negative value judgment (or the assertion of a defamatory fact, i.e. already the limit to defamation). After all, I am accused of a criminal offense, or at least a deliberate violation of their terms of use, but nothing like that is the case. Every product offered is legally absolutely harmless and every sale is properly taxed.

          • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
            Lucas May 29, 2021 at 10:12 am

            Hi there,

            Super. The more people get in touch and complain, the better it can be dealt with.
            This blog entry will be authoritative for this - I will keep you updated on how I will proceed against PayPal.
            The current status is the CSSF. Let's see!

            greeting

  16. 44ab2fc55812c0b156b013ee12378b33? S = 54 & d = mm & r = g
    Nicole May 29, 2021 at 10:06 am - Reply

    Hello! I was caught yesterday with the closure being initiated. After only 4 weeks PayPal time. There is 520 € on it. A lot of money for me. For the first two weeks, I always transferred the money to my bank account very quickly because I was suspicious. But not to PayPal, more to my customers. Then I didn't do that anymore, because they said PayPal helps with problems. I read 3 hours yesterday when I came across this blog.
    I am appalled by what is going on at PayPal and am still trying to understand that!
    Now I am considering whether I should defend myself against emailing / calling PayPal at all, if in most cases it does not work. A lawyer is hardly worthwhile for me, because I have legal protection verse in my. almost € 300 deductible. And on the PP account are € 520.

    I urgently need something like PP for my 2nd job. Is there any other way? I don't want to give my bank account details to my customers for the online service. How do you do this? Do you have an idea? It would have to be something that many customers would then participate in.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas May 29, 2021 at 10:11 am - Reply

      Hi Fable,

      write a complaint about the ban [email protected].
      You then send the reply to the email to the CSSF and write a complaint about it.
      This is the most effective way to currently act against it, in addition to the judicial way.

      PayPal alternatives: Stripe, Klarna

  17. 92dc299cde9213b21f9e5f08205defd1? S = 54 & d = mm & r = g
    Fredo June 1, 2021 at 12:36 pm - Reply

    Hello. We are medical device dealers and mainly sell orthopedic syringes based on hyaluron. Business did well in the first few months via Google Shopping. Our customers' main means of payment, of course - PayPal. At the beginning of May our GmbH received the notification that the closure of the PayPal account had been initiated. The account was deactivated with immediate effect and the money on it was "temporarily" frozen. No reason and no deadline. From one day to the next, the account was simply closed. The most concrete feedback that we have received on multiple requests was that there is too high a risk with regard to the business relationship with us and that PayPal reserves the right to have the account irrevocably blocked. Now, of course, it seems reasonable to assume that orthopedic syringes may violate any PayPal usage guidelines. The whole thing gets spicy because there are other online shops that sell exactly the same products as we do and (lo and behold) also use PayPal as a payment service. So this only reinforces the impression of an indiscriminate blocking of our account. We don't actually sell anything that other online stores don't sell too. And by refusing to comment on the specific reasons for the closure, the whole thing gets a rather bland aftertaste.

    It's incredibly bitter. We will now also try to send an email to the CSSF or to consumer protection. But we don't have much hope at this point. Now it's time to wipe your mouth and ... see how and whether you can continue. However, if 9/10 customers have used PayPal as a means of payment, this is of course a huge leak that needs to be plugged first.

    You are not alone.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas June 1, 2021 at 12:37 pm - Reply

      Thank you, Fredo, for your experience.

  18. 78a13425e15f2616052c67028786c2e1? S = 54 & d = mm & r = g
    Christoph June 2, 2021 at 6:32 am - Reply

    Hi! It also caught me on May 18th, 21st. Receive an email with "The closure of your PayPal account is initiated". After more than 10 years only with the information that I had violated PayPal's usage guidelines. Not even an exact category against which directive was mentioned. Called the hotline on the same day, but of course got stuck here. The support lady said she was filing an objection internally for me and I should receive a message within 2 days. After nothing happened on 05/20/21 message to customer service was written through the messaging system in PayPal account with objection. This was rejected within 24 hours with a generated text.
    Then I came across this blog entry while searching the Internet. This helped me a lot, even with the knowledge that I am not alone with this problem.
    Then on 05/21/21 email with objection / complaint to [email protected] and [email protected] written.
    On 05/26/21 the objection was submitted [email protected] rejected with the same generated text as before. (This message was received in the message system in the customer account, but the quoted text was the mail to [email protected] was sent)
    How is the answer from the [email protected] look? So which email address is it sent to and is it answered here with a complaint or an individual text?
    This morning I have an email from [email protected] obtain. The content was the same generated rejection as before with the contradiction via the messaging system to the customer service and the [email protected]. Is that the answer of the [email protected]?

  19. 831a4fe5a402fb4f17920acc1c036f8a? S = 54 & d = mm & r = g
    Torsten June 4, 2021 at 12:48 pm - Reply

    Hello, everyone,

    with us it is similar and then it went even worse. First, the usual described here several times. Ban for no reason. No chance of activation. Just under 10,000 EUR frozen. We considered filing a lawsuit, but ultimately decided to sit it out. The 10,000 EUR hurt, but luckily it was manageable. Our naive thought: after 180 days we will get the money and then never never again PayPal.

    Well, unfortunately it was nothing. At the end of the 180 days, our credit was booked out. Path. Transfer to PayPal with the note "Compensation". When asked by support: "I don't know, it only says compensation, I don't see any more". We should please contact the AUP, which never answered.

    It's really adventurous what's going on. There is no information or evidence that PayPal has suffered any damage. Not to mention a court judgment.

    We will now take legal action.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas June 4, 2021 at 1:01 pm - Reply

      Hello Torsten,
      thank you for taking the time to share your experience here. We were also detained over € 20,000 and we are still waiting for money.
      My tip: Mail to [email protected] - and inform the CSSF at the same time. PayPal will never let you look into your cards - let alone change something. So complain about the banking supervision - and also let us know what the legal process looks like and what happened next.
      We will gather all the information.

      Regards

  20. 282217f1c59ca41e0b8438e03a19e0c8? S = 54 & d = mm & r = g
    Dajana June 7, 2021 at 7:23 pm - Reply

    Hi there,
    I also unfortunately just got the case to have been banned. Actually, I wanted to complete an online purchase only with payment via PayPal and hey presto, after the system did not react and I tried again, I allegedly violated the terms of use and my PayPal account was blocked. The telephone service cannot do anything and from the email address aup @ Paypal…. not even a confirmation of receipt comes back! That was a good 4 weeks ago and nothing happened! Of course, I can't get my credit balance either.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas June 7, 2021 at 7:26 pm - Reply

      Hey
      My condolences and welcome to PayPal's service wasteland!

  21. bfc2957ce7c5a386b6ece4b054e788ac? s = 54 & d = mm & r = g
    Kerstin July 14, 2021 at 10:43 am - Reply

    Hello, everyone,
    First of all, a huge thank you to Lucas and all the writers for your experiences and help! One of our PayPal accounts (Business Account) was also blocked from now on and the closure initiated. All of the possible procedures and possibilities of objection described in the PayPal email did not work. The PayPal business customer service could not help us either, the links mentioned lead nowhere. Other contact, objection or clarification options are either not possible, not available, or the service employees have no authority.

    I then wrote to crc @ paypal as you described, asking for verification and activation, explaining what we sell in the shop, asked to find out which transaction was the reason that we were blocked and right away with my next step - the complaint to the CSSF - announced. After a few days, a non-automated email actually came back from PayPal that my request had been passed on and that they would get in touch. In the meantime, I can contact you if you have any further questions [email protected] turn around. I gritted my teeth, knowing that some customers might drop out ... Unfortunately, this payment method is very popular. The day before yesterday I surprisingly received the information that our account has been unlocked, they apologize for "any inconvenience" (very funny) and I can use my PayPal account as usual. VICTORY! Thanks you guys!

    Again summarized the timing:
    2.7. Closure was initiated, several attempts to get help through the service on the same day
    3.7. mail to [email protected]
    7.7. Notification of forwarding to the Executive Escalation clerk
    13.7. Activation

    I do not know why the account was blocked and why - fortunately for us - the blocking was withdrawn "promptly".

    One more thing that might help others: The email about the unlocking mentions this possibility of complaint:

    "If you do not agree with this final statement from PayPal, you can contact the following offices to submit an official complaint against PayPal:"

    European consumer center Germany
    c / o Center for European Consumer Protection eV
    Bahnhofsplatz 3
    D-77694 Kehl

    Commission de Surveillance du Secteur Financier (CSSF)
    283, route d'Arlon
    L-1150 Luxembourg

    Thank you very much again for your information, it is really time that people learned more about this arbitrariness!
    Many greetings,
    Kerstin

    • fc7aa46f2d6979a81335b1bc3ab867a8? s = 54 & d = mm & r = g
      tradestr GbR August 24, 2021 at 1:39 pm - Reply

      Hey
      unfortunately it hit us today too. I save the words, because it is absolutely the same as with everyone else. Completely for no reason :(.
      Would it be a problem if you shared the mail you wrote? It seems to have been very effective.
      Thanks and best regards
      Jörg

  22. 40880a09d59ecdc1d61ef4a9d96c08e5? S = 54 & d = mm & r = g
    It he July 20, 2021 at 6:00 am - Reply

    Hello 👋🏻

    Unfortunately, the day before yesterday, my PayPal business account was also blocked, for a nonsense reason, supposedly we would sell cigarette tobacco products through PayPal, although we don't even have anything like that in our range. We have been working successfully with PayPal for 2 years, we make 6-digit sales every year via PayPal, so far we have also been totally satisfied with PayPal.

    80% our customers pay via Paypal, and our sales have now collapsed.

    Our credit was also blocked for 180 days, luckily it was only € 2,000

    We are currently at the end of our nerves.

  23. 6cc20fa6f6753dc04ac7e335168fe737? S = 54 & d = mm & r = g
    Leon July 30, 2021 at 9:25 am - Reply

    Yesterday I received my permanent block because of the alleged violation of the terms and conditions.,.
    Yes, yes ... because 98% of my customers pay via PayPal, the big doldrums are coming towards me.
    Thanks for nothing. I'm curious how it all turns out.

  24. 8f80f40e8145d82e4a49f7356bd148dc? S = 54 & d = mm & r = g
    Muht August 16, 2021 at 9:42 am - Reply

    Hi there,
    I am a private buyer and unfortunately had to find out the day before yesterday that my PayPal account has also been closed. Unfortunately, I can't explain why it came about either. Of course, I immediately contacted aup @ paypal, but the experience here shows me that I shouldn't expect an answer. How should I go about it?

    Thank you and best regards
    Muht

  25. 62aa0ff0d475393fe9f81561b062c697? S = 54 & d = mm & r = g
    insomnia September 24, 2021 at 9:10 am - Reply

    With all the data storage madness from PayPal, one should not fail to mention the proximity to the American NSA via the subsidiary Palantir.

    Data storage laws are certainly an argument, but more significant is the almost complete screening of payments made via PayPal.

    Therefore, there are now much better alternatives that are really data protection compliant and far less complicated than Paypal - Barzahlen.de, for example.

  26. cf4dcf39fc6179d035eee7b022624143? s = 54 & d = mm & r = g
    Nate October 19, 2021 at 11:03 am - Reply

    Here is the same case today, alleged violation of the conditions of use. I've gone through this 3 times now and can't find any errors, even under Prohibited Activities, nothing. When asked for the reason, you get the same answer over and over again ..... violated the usage guidelines.

    Called customer service in the morning, they didn't want to give an email address, but referred me to the message function in PayPal.
    There you are left standing in the void.

    • 9c6d2c3b1055612cc2ca6b514f5ae7c9? S = 54 & d = mm & r = g
      Lucas October 19, 2021 at 11:09 am - Reply

      Hi there,
      yes that is the usual.
      Best of all [email protected] write a complaint (to Executive Escalations).
      If nothing happens, contact the banking supervisory authority (CSSF).

  27. a6f9a0e4c3a4b6f08ab630cae602ec32? s = 54 & d = mm & r = g
    Wapy October 24, 2021 at 10:44 am - Reply

    Hello Lucas e.al.

    My experience report:

    I have been using PayPal privately for payment since approx. 2000. At that time still on eBay and in Germany with a Barclays credit card ...

    By 2020, with an estimated 2000-3000 payment transactions, everything ran smoothly with around 1,000 eBay purchases, around 1,000 'standing orders' (Skype, subscriptions ...) etc.

    My wife also had a PayPal account. I don't know anymore whether I set up that or PayPal. Never used, but somehow linked to my account, as a community account at a bank in D.

    In all these years only one complaint, someone had sent the wrong goods and was stubborn at first, but was then reimbursed via PayPal, which was a bit tedious.

    Then in 2020 suddenly on a Friday in the middle of the night a direct debit of exactly € 60.00 was made to my wife's account that was never used.

    Definitely nobody else knew this account except me and PayPal! No one could be reached at PayPal until Monday. Several days easily 2 dozen unsuccessful chats / emails / calls with PayPal.

    Just stupid excuses and no information about the 'seller' or a suitable account statement ... data protection and Blafaselsülz.

    After several days I got an excerpt from the service of my credit card bank after a long back and forth (data protection), with some completely unknown Greek name and a booking number: "35314369001 DEU" and exactly € 60.00.

    This number "35314369001 DEU" was searched on Google and 1,140 hits. Always with the same number: 35314369001 from several countries and any debits and other texts. But always have this number with you.

    When I then got energetic at PayPal and pointed out the thousands of Google hits with this number and several different years and threatened with a lawyer. The money was paid back to me and my account (not my wife's!) Was blocked. Without further information. I then later deleted my wife's account without any problems. However, mine is permanently blocked. Thank heavens, with a balance of € 0.00.

    My guess is that this special number (test number?) 35314369001 runs through all controls and safeguards at PayPal and thus allows fraudulent employees to tap into any accounts at PayPal.

    PayPal is obviously unable or unwilling to close this back door. Because again, only I and PayPal knew this Konnto, not even my wife. And at night at 2:00 am we sleep and are guaranteed not to place an order.

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