PayPal UK Anmeldelser 6 227

I’ve used PayPal for years across both personal and business accounts, but this experience has completely destroyed any trust I had in their “buyer protection.”

I purchased an item that was clearly misdescribed – the seller has admitted this in writing. Under UK consumer law, that entitles me to reject the goods and requires the seller to cover the cost of return.

PayPal, however, has repeatedly ignored this and treated it as a standard return. Their position is that I must pay a substantial return cost myself (over £200) just to receive a refund for an item that was not as described in the first place.

Every interaction has been the same: scripted responses, no understanding of UK consumer law, and a complete inability (or unwillingness) to escalate the case properly. It feels like they are applying a blanket global policy without regard for the legal framework in the country where the transaction took place.

The result is that their “buyer protection” offers significantly less protection than your actual legal rights. In practice, you may be worse off using PayPal than dealing directly with the retailer.

I have now had to pursue formal complaints and consider legal action to resolve something that should have been straightforward.

I will be closing both my personal and business PayPal accounts after this.

If you’re a UK consumer, be aware: PayPal’s policies do not reflect your statutory rights, and when things go wrong, you may be left to fight it yourself.

I have dealt with PayPal at least 10 years,recently however, they have gradually been on a downward spiral,presenting a "couldn't care less" attitude.
Basically,the card I use was due to expire at end of January. Straightforward,yes? I would have thought so.
Reality - A shambles.
I replaced old card with new card, however.....
Paypal,immediately started referring to new card, which was fine,but for some reason,still tried to take payment from my expired card also !
I immediately contacted them, getting chance to speak on phone is difficult, because they make it difficult..they don't like talking.2 I spoke to had very poor English, their solution was to cut and paste rules to email me.
They could not simply stop trying to take payment from a expired card ! Because of THEIR incompetence, I was concerned my credit score may suffer, they told me that it wouldnt. Well it certainly did!
2 months, plus more calls it took me to sort out.
They, through THEIR mistakes, had the nerve to block me from "pay in 3" , unbelievable !
Twice I sent them a written complaint, twice I got the same "cut and paste" reply letter, rejecting my complaint! An absolute shambles of a company.
Poorly run, poorly managed
Avoid if possible - They just don't care about customers.

I couldn’t close my PayPal account by going to settings, then tapping on close account icon. I seemed to end up in a loop, eventually getting a prompt to contact customer services. Very poor.

Wow i've used PayPal uk for years.
Everytime a payment has been cancelled, the transaction then doesn't happen. For some reason this time, even though it had been cancelled almost immediately they still took the money - that is a problem in itself. But also it was DAYS after the transaction had been listed as REFUNDED. It's been a week since then, and still no sign of that refund.
I try to flag it with paypal and it just says no.
I tried to get help. I get a nonsense AI response.
'Did this repeat of the help page help?' No
'What else can i help you with?'
Sending you in circles.
Why are you wasting peoples time with this rubbish "technology".
We need HUMANS that can understand and deal with problems.
You're better off with nothing than messing people about with AI BS.
It's unacceptable that there is NO WAY to contact you. These are problems YOU created.
And you are holding my money hostage.
It's dodgy.
I assume you are making money (stealing) off other people's money by holding it for longer than necessary.
I need that to live.
It's not acceptable.

Paid a 1 off payment to Pixella ai. But PayPal turned into a Direct Debit monthly payment without my knowledge ! !
Had I have known this I wouldn't have used PayPal
Beware of PayPal, they seem to think this is acceptable.
I DON'T ! ! !

Just awful after being a customer for many years I have lost all faith with PayPal ordered 11 shirts of a seller in China was told one was sold out and to pick something else I said I didn't want another one so to refund which they never did then when I asked were order was they said another two were sold out again asking me to pick replacements I said just cancel the order and refund me but they said I couldn't as the had sent the other eight shirts which I have never had either so opened case with PayPal to get my money back £120 but because it says order was delivered proof is a picture of a parcel in the bushes and not signed for and PayPal says that's all they need and so I've lost £120 had no shirts so now I have to pay this off once I have done this I will close my account as it shows you get no protection from PayPal so buyers beware and customer service is terrible just working off pre made statements which is not customer friendly

** do not use this company **
Tried to get my money back from a company that would not give me a refund due to very poor quality goods. Paid by PayPal. Despite the poor reviews for the company I bought the goods from. Paypal would not refund my money. Please pay another way. Thanks PayPal.

Had a fraudulent transaction recently, but PayPal refunded me within 24 hours and handled everything smoothly 🙌

On top of that, I’m now earning points on all my PayPal spending, really impressed with the support and added perks. Thank you!

Disgusting experience. I received a batch of fake, hazardous cosmetic products. Even after submitting clear proof that the items are counterfeits, PayPal is demanding that I pay to ship these illegal goods back to the seller in Germany.
Shipping counterfeit items is a crime and a health risk, yet PayPal's "protection" policy ignores the law to favor the seller. Their system is automated and ignores the facts. If you are a victim of a scam, don't count on PayPal. I am now forced to seek a chargeback through my credit card provider because PayPal’s "Buyer Protection" is a lie.

Case ID
PP-R-SDM-621154504

The "AI Summary" of PayPal is 100% accurate: they do not ensure fair resolutions.
They are ignoring international laws and postal regulations that prohibit the shipment of counterfeit items. Their "Buyer Protection" is a complete scam that protects fraudulent sellers instead of victims. I’ve reached my limit with their useless automated bots. I am now proceeding with a chargeback via my bank . Avoid PayPal if you value your consumer rights.

Very poor frontline chat support handling security details
PayPal no longer feels safe to me after a very poor frontline chat support experience involving my account security details.
The AI assistant was ineffective, but the human agent was worse. Clear, simple instructions were repeatedly misunderstood. As a result, the agent deleted valid primary phone numbers on my account, including one used for security verification.
Correcting these mistakes required multiple chats. Sessions repeatedly timed out, chat history was lost, and further errors were made while trying to fix earlier ones. At no point did I feel the agent fully understood what they were changing.
PayPal handles sensitive financial accounts. Frontline staff should be far better trained, clearer in communication, and more careful when modifying security‑related information.
This experience undermined my confidence in PayPal’s customer support and its handling of account security.

I have received a 0.03 cent payment from an unknown in the USA. Impossible to report this to the resolution centre as it just keeps reporting an error (been trying numerous times). As soon as my outgoing payments are all sorted I will be closing this account.

Ho acquistato un motore sollevamento acqua per innaffiare il giardino, mi sono visto recapitare ' SEMI DEL CALZOLAIO ' : un pacchetto pieno di chiodini Piccolissimi che i calzolai utilizzano per inchiodare la Tomaia della Scarpa alla Suola. Ho aperto un reclamo su PYPALL CONTRO " KAUFLAND MARKET PLACE " E dopo aver inviato: foto del prodotto ordinato strhinshot dell' ordine, mi sono stati richiesti più volte da PYPALL, ma si era capito CHIARAMENTE CHE ERANO DALLA PARTE DEI "TRUFFATORI SERIALI DI INTERNET" VENDITORI DI ARIA FRITTA: CIOÈ DI NIENTE. INDOVINATE PYPALL A FAVORE DI CHI HA RISOLTO LA CONTROVERSIA!!??? A favore dei truffatori. NON FIDATEVI!!!

Sadly and maybe stupidly I thought using PayPal was a better, safer option .. how wrong I was. Having been scammed buying a prom dress I felt relieved we had used this service … I raised a dispute, except despite evidence they saw fit to close the case in the sellers favour, first time saying dress was custom made, it was not. We asked the to review and now they’re saying issues don’t fall within their remit
Had we just paid on a credit card we could have been much more successful

My advice … don’t bother using this company! Disgraceful

PayPal UK - I bought airline tickets on PayPal 3 and since the flight cancellation in February of this year , I requested a refund - they have closed my dispute and refused to honour the claim saying the “goods or service I bought has been delivered to me. Despite four appeals I am still awaiting a 4th decision re a refund.
On checking about PAYPAL 3 it does NOT PROVIDE the usual credit protection - here’s their get out clause
“Some products and services, such as PayPal Pay in 3 and PayPal Working Capital, are not regulated by the FCA and may offer a lower level of protection. Please read product terms for further details. PayPal UK Ltd’s company number is 14741686. Its registered office is 5 Fleet Place, London, United Kingdom, EC4M 7RD”.

I stupidly saw a “too good to be true” offer for an airfryer on Facebook from what I thought was B&M in Uk and clicked on it, I now realise it was an obvious scam but at the time I was sucked in! Without even going onto PayPal site to authorise payment (as the page seemed to be faulty and wouldn’t accept my log in details) $228 was taken I only knew this as PayPal sent me an email. I of course have never had any communication from this so called Uk company that was it seems based in China! PayPal didn’t want to know…despite having a so called “policy” to protect customers from fraud. I have been a loyal customer for 20 years but I am so disgusted with their lack of customer service I will be closing my account after this matter is dealt with. They kept saying I had authorised this payment which I clearly hadn’t, and they refused my appeal when they closed my dispute without further checks within ten minutes of my advising them of the scam which I did straight away. They also refuted my complaint so I will be approaching the Financial Ombudsman because they have never taken my claim of being scammed and treated it as such despite their own policy saying how important this is to them. I really think they don’t even bother to investigate claims. They say they spoke with the seller but haven’t told me about what (I don’t believe they did) and won’t explain why they think I authorised this when I didn’t even get to log on! I WOULD CLEARLY ADVISE PEOPLE TO THINK TWICE BEFORE PAYING WITH PAYPAL IT SEEMSTO BE A GOOD IDEA UNTIL SOMETHING GOES WRONG THEN YOU HAVE PROBLEMS. Shame on you PayPal I don’t think you give a jot for your customers. YOUR ONE STAR RATING ON THIS SITE IS WELL DESERVED!

Paypal became a real garbage since they changed the rules after the infamous brexit.
I could not login my account and unable to contact customer service as a guest unless log in my account.
The Stupid system keep asking me for whatsup number but I never use whatsup. Really rubbish CS and highly AVOID it for peace of mind
If paypal care of their customers they would reply to the tons of one star review. This is another proof of their carelessness.

I always thought PayPal had my back and would protect my money. Up until today that has largely been the case. However with my recent experience I have started having doubts. I had a notification from PayPal that I was being charged for a Ocado Zoom subscription of £112.54. I queried this as I hadn’t subscribed. PayPal offered to investigate this with Ocado and came to the decision that there had not been any unauthorised use. However when I questioned Ocado I was told that my email had been compromised and withdrew the charge.

My experience with PayPal UK has been completely unacceptable and deeply damaging to my business.

My account has been frozen since 1 December 2025, and to this day, my funds in the amount of $4,028 remain withheld with no valid justification, no clear timeline, and no meaningful communication.

I have fully complied with every request made by PayPal. Despite this, I have been met with delays, generic responses, and silence. This is not just poor service — it is an abuse of control over customer funds.

I have formally escalated this matter through Resolver and lodged a complaint with the Financial Ombudsman Service, yet I am still left without resolution. The lack of accountability at every level is alarming.

Let me be absolutely clear:

I demand the immediate release of my $4,028 within 72 hours of this notice.
If this is not actioned, I will continue escalating publicly and pursue every legal and regulatory avenue available until this matter is resolved.

Furthermore, once my funds are released, I require my account to be permanently closed and my data destroyed, I no longer wish to have any association with a platform that treats small businesses in this manner.

To other small business owners: be warned — your funds can be frozen indefinitely, and getting support or resolution may prove extremely difficult.

This situation has gone on long enough. Immediate action is required.

Below is the email sent to me and second part of my review with regards to paypal making you jump through hoops and just giving automated responses even though they tell you one thing but still close your claim after telling you a third party report is not needed but closes your case twice in sellers favour because you did not summit the report even though you were told it's not needed

Dear,
Thank you for taking the time to clearly explain your concerns. I understand how frustrating this experience has been, and I want to address the key points you’ve raised rather than repeat generic responses.
I can confirm that we have reviewed the videos and images you submitted, including:
* Your video showing the mixer does not operate
* The delivery footage showing a different box and packaging condition
* The seller’s image showing cellophane wrap and green security straps that do not match the delivered parcel
I also acknowledge your concern that the seller contacted you outside of PayPal using WhatsApp and attempted to involve an unrelated third party. This is not appropriate and is not required from you to resolve a PayPal dispute.
You’re correct that requesting a paid engineer report costing hundreds of pounds can be unreasonable where:
* The item is already demonstrated as non functional on video
* There is visible inconsistency between dispatch and delivery packaging
* The seller has not provided a practical or timely resolution
At this stage, we will not ask you to obtain a paid third party report. Instead, we will proceed by:
* Requesting the seller to explain the packaging discrepancy
* Reviewing the item condition based on the evidence already supplied
* Assessing the seller’s off platform contact and handling of the issue
Next steps:
A claims specialist will re review the case using the existing evidence. You do not need to upload anything further unless we specifically request it.
Timeline:
You’ll receive an update in your PayPal Resolution Center once this review is completed. If the seller does not respond or cannot reasonably account for the packaging and condition differences, we will decide the case based on the information we already have.
I appreciate your patience and assure you that your concerns have been noted and are being addressed.

Thank you,
PayPal

They keep charging me when I don't do business