PayPal - wrong number on account, cannot set-up/log-in to change it for PSD2, call centre no help

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  • edited 5 January at 2:44PM
    soolinsoolin Forumite, Board Guide
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    edited 5 January at 2:44PM

    Did you previously get texts to the correct mobile number and successfully log in? If so then I would be persistent on the phone to PayPal and insist there is possibly fraudulent behaviour on your account as it would seem someone has managed to log in and change your mobile number away from your number potentially to their own. That’s the only thing that accounts for suddenly being unable to access a mobile phone code if it has been sent to your phone. 
    Hi Soolin: Yes, I've been able to successfully log in previously with mobile number. There's no illegal activity according to them and no one has accessed my account, again according to PP (them) - because, no one can get in due to the PSD2 fault. I'm not sure where I highlighted that my mobile number has been changed over the past 2 weeks, this isn't the case. 
    My worry about fraud is that there doesn’t appear to be any general issue with PayPal, nothing is being reported on any forum I use. Therefore if it did work for you since the changes and now doesn’t then it must be something unique  to your account. If they say they are sending a code, but you are not getting it, that would suggest it is either being diverted or intercepted somewhere. 

    Your issue is not the same as the others on this thread where the mobile was never updated for whatever reason so access has not been possible since the change. The fact that you have successfully been using the new log in makes your issue unique. 
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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  • jsmith9jsmith9 Forumite
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    Yes the FOS (Financial Ombudsman Service) is the place you complain to. You need to complain to Paypal first, and give them time (8 weeks?) to resolve it. If you are unhappy with their reply, or if they don't reply, then the FOS.
    Can I complain to you about PayPal? (financial-ombudsman.org.uk)
  • soolinsoolin Forumite, Board Guide
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    jsmith9 said:
    Yes the FOS (Financial Ombudsman Service) is the place you complain to. You need to complain to Paypal first, and give them time (8 weeks?) to resolve it. If you are unhappy with their reply, or if they don't reply, then the FOS.
    Can I complain to you about PayPal? (financial-ombudsman.org.uk)
    Just a warning, if the user does need to go to the FOS they are in for a long wait. I have a complaint in that they acknowledged in early June 2020 , since then they have acknowledged it twice apologising for the delays but say they are overwhelmed and it might still be some time. 
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
  • torncurtaintorncurtain Forumite
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    soolin said:
    My worry about fraud is that there doesn’t appear to be any general issue with PayPal, nothing is being reported on any forum I use. Therefore if it did work for you since the changes and now doesn’t then it must be something unique  to your account. If they say they are sending a code, but you are not getting it, that would suggest it is either being diverted or intercepted somewhere. 

    Your issue is not the same as the others on this thread where the mobile was never updated for whatever reason so access has not been possible since the change. The fact that you have successfully been using the new log in makes your issue unique. 
    Hi Soolin: 
    Not trying to sound rude, please understand that I'm not making any such claim. I'm simply relaying what I know to be facts. It doesn't matter what you or I think or believe to be the case the facts are I can't access the account and PP have acknowledged that it's because of their PSD2 system having a fault. Not that there's a security breach with my account. As I said in my OG post, I confirmed my details and so did they, PP were able too confirm my identity. We went through the purchases, nothing has been purchased since my last transaction in the past 2+ weeks. PP have also confirmed that I'm not the only person who is having this issue, that this happened back in November 2019 and whilst I was on the phone with them on one of the calls 37 other people had called to complain of the same problem. There's an issue with their PSD2 system, they've said there is and they've yet to rectify it so that I can access my account. I don't know anything more than this. 

    Thanks. 


  • torncurtaintorncurtain Forumite
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    jsmith9 said:
    Yes the FOS (Financial Ombudsman Service) is the place you complain to. You need to complain to Paypal first, and give them time (8 weeks?) to resolve it. If you are unhappy with their reply, or if they don't reply, then the FOS.
    Can I complain to you about PayPal? (financial-ombudsman.org.uk)
    Thanks jsmith9, I will go ahead and make the complaint. Unfortunately, I can't complain to PP in writing as there's no way to do that because I can't access my account to write to them. I feel like I'm stuck in a bad dream! 
  • torncurtaintorncurtain Forumite
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    UPDATE:
    As of today they're now saying it's my phone network after claiming I needed to have '044' added to my mobile number or I can't receive verifying texts (PSD2) from PP. In other words, they're saying that you have to add your country code to the mobile number. This sounds utterly ridiculous, regardless, they amended my mobile number and it still doesn't work. At which point I was told it's my network, they've blocked PP PSD2 verifying txts. I have no idea what's true and what isn't anymore. I get the sense that I'm being given the run around. 
  • jsmith9jsmith9 Forumite
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    Your network won't block any texts like that
  • edited 10 January at 9:02PM
    hermantehermante Forumite
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    edited 10 January at 9:02PM
    Do you by any chance happen to be using an MVNO for your phone? If it is not a "real" number they inexplicably fail with some of these.

    I use an MVNO and it does work with paypal, but it does not work with two specific banks. It works with all other banks I have tried. I just never get the texts even though the customer services of those two banks can call me on the number. It is a regular 07 number but it just doesn't work because (AFAIK) of the network it was originally assigned to.
  • RantbandRantband Forumite
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    What is an MVNO for your phone ?
  • theonlywayisuptheonlywayisup Forumite
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    Rantband said:
    What is an MVNO for your phone ?
    Mobile virtual network operator.
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