We are currently conducting an ongoing inquiry into PayPal operations in Canada. Several individuals and companies have contacted us, reporting that PayPal has retained their funds for extended periods—often far exceeding the 180 days PayPal states as the maximum holding period. In some cases, PayPal has extended the holding period multiple times, with some funds being held for up to five years. Despite numerous inquiries, PayPal has been unable (or unwilling) to provide solid reasons for retaining these funds, especially given that the risk of loss or chargeback should have been eliminated due to the time that has passed.
At present, we are gathering information on behalf of a leading Ontario law firm. PayPal’s terms and conditions specify that in the event a dispute cannot be resolved, they agree to engage in Alternative Dispute Resolution (ADR). However, several of our clients have reported that PayPal has refused to submit to arbitration, despite multiple requests. We have received documentary evidence showing that clients have requested ADR through PayPal’s messaging system, yet PayPal has failed to even acknowledge these requests.
The law firm we are collaborating with has asked us to collect further information, as it appears PayPal may be in breach of its own terms and conditions by either obstructing the process or acting incompetently. Below are the relevant sections of PayPal’s terms and conditions regarding dispute resolution. If you’ve experienced similar issues with PayPal, please get in touch with us. The more people we can add to this list, the stronger the case for pursuing a resolution.
PayPal Dispute Terms and Conditions
6. Disputes
If a dispute arises between you and PayPal, our goal is to learn about and address your concerns. If we are unable to address your concerns to your satisfaction, we will seek to provide you with a neutral and cost-effective means of resolving the dispute quickly. Disputes between you and PayPal regarding the Service may be reported to Customer Service. Please click here for Customer Service.
A party requesting relief may elect to resolve a claim (excluding claims for injunctive or other equitable relief) in a cost-effective manner through binding non-appearance-based arbitration if the total amount of the award sought is less than $10,000.00 CAD.
A party electing arbitration will do so through an established alternative dispute resolution ("ADR") provider mutually agreed upon by the parties. The ADR provider and the parties must comply with the following rules: (i) the arbitration shall be conducted by telephone, online and/or be solely based on written submissions, with the specific manner to be chosen by the party initiating the arbitration; (ii) the arbitration shall not involve any personal appearance by the parties or witnesses unless otherwise mutually agreed by the parties; and (iii) any judgment on the award rendered by the arbitrator may be entered in any court of competent jurisdiction.
UPDATE
Several individuals and businesses have contacted us with similar issues, where PayPal has refused to abide by its own terms and conditions, specifically failing to provide access to ADR. One client confirmed that he sent a registered letter to PayPal’s legal department and received confirmation of delivery, yet has had no response for several months. This clear disregard for their own policies indicates a concerning pattern of conduct.
For those who have inquired about which address to use for correspondence, we have verified that PayPal’s terms and conditions specify the following:
1.8 Notices to PayPal. Except as otherwise stated below in Section 12 (Resolution Procedures for Unauthorized Transactions and Processing Errors) and Section 14 (Disputes with PayPal), notice to PayPal must be sent by postal mail to: PayPal Canada, Attention: Legal Department, 661 University Avenue, Suite 506, Toronto, Ontario M5G 1M1, Canada.
What has been quite interesting? Is that several clients have written to PayPal by Registered mail? Only to find there is no reply or acknowledgement of the correspondence. I think this gives some degree of indication as to the modus operandi of the organisation.
One particular client has an extensive file, as he has been trying to recover funds from PayPal since 2018.
Next Steps
If you have encountered a similar problem, we recommend sending correspondence to PayPal via registered mail to ensure proof of delivery. Once you have done so, please provide us with the details and tracking number, so we can add it to our case file. This file will soon be made available to several investigative journalists.
Anyone seeking further information regarding this ongoing issue is welcome to contact us.We currently have an ongoing inquiry relating to PayPal in Canada. We've been contacted by several individuals and companies who have had money retained for very extended periods exceeding the 180 days which is the maximum PayPal say they retain money, in many cases, they have kept adding another 180 days and it seems in some cases they have managed to get up to around five years! in all of the cases brought to our attention, PayPal cannot (or will not) provide any solid grounds as to why they are retaining the funds when they cannot possibly be any risk of loss or a charge back due to the amount of time which has passed.