How to contact Paypal to close deceased relative's account

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FranG84
FranG84 Posts: 2 Newbie
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in Deaths, funerals & probate
My father has passed away and we are trying to contact Paypal to start the process of closing his account. We are trying to call the help centre as a guest as we don't have Paypal accounts and do not want to create an account. When we call the number it keeps recognising our phone and asking for card details to do with the account.We are totally unable to find any way arround this and cannot get though to any guest options or an agent. Free phone number and the number for mobiles have both been tried. Can anyone advise how can we call the help centre and get through to talk to someone?
Any advice appreciated.
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  • Flugelhorn
    Flugelhorn Posts: 5,579 Forumite
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    presume you are going through this https://www.paypal.com/uk/smarthelp/article/how-do-i-close-a-deceased-customer's-paypal-account-faq1694?app=searchAutoComplete

    Would it be worth trying to phone from a different number ? eg a mobile
  • Marcon
    Marcon Posts: 10,678 Forumite
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    From Paypal's community support website:

    For legal reasons, we require some documentation before we can close an account. We need the executor of the estate to fax the following to 08707 303 194.

    A cover sheet, providing the executor's contact details (email address or phone number), stating that the account holder is deceased and that the account’s executor wants to close the account.
    The death certificate of the account holder.
    The will that identifies the executor of the estate. If a will wasn't created, we'd need a written statement from a legal representative (on letter headed paper) declaring who the executor of the estate is.
    A government-issued photo ID of the executor.
    A note specifying what to do with any money that remains in the account.
    We then review the documents and, if approved, we'll close the account.

    If there are funds in the account we can resolve this also and will discuss it at the time.
    Googling on your question might have been both quicker and easier, if you're only after simple facts rather than opinions!  
  • unforeseen
    unforeseen Posts: 7,283 Forumite
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    With those requirements unless there is a sizeable amount of money in it then I would just walk away and forget about it.

    A route, I am guessing, that the apparently over the top requirements is meant to make people take.
  • Marcon
    Marcon Posts: 10,678 Forumite
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    Given that any cash in a Paypal account has become an asset of the estate, and you are an executor, you could always spend it if you know his Paypal password and then include the appropriate amount in the accounts for the estate as you administer/wind it up. That may be classed as 'misuse' of the account - in which case Paypal's remedy is closing it anyway!
    Googling on your question might have been both quicker and easier, if you're only after simple facts rather than opinions!  
  • YBR
    YBR Posts: 553 Forumite
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    Can you phone with number withheld? used to be you prefix the number you dial with 141 and the recipient couldn't see the number.
  • Marcon
    Marcon Posts: 10,678 Forumite
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    YBR wrote: »
    Can you phone with number withheld? used to be you prefix the number you dial with 141 and the recipient couldn't see the number.

    Paypal will still insist you go through the steps in post 3, so not much point.
    Googling on your question might have been both quicker and easier, if you're only after simple facts rather than opinions!  
  • getmore4less
    getmore4less Posts: 46,882 Forumite
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    Marcon wrote: »
    From Paypal's community support website:

    For legal reasons, we require some documentation before we can close an account. We need the executor of the estate to fax the following to 08707 303 194.

    A cover sheet, providing the executor's contact details (email address or phone number), stating that the account holder is deceased and that the account’s executor wants to close the account.
    The death certificate of the account holder.
    The will that identifies the executor of the estate. If a will wasn't created, we'd need a written statement from a legal representative (on letter headed paper) declaring who the executor of the estate is.
    A government-issued photo ID of the executor.
    A note specifying what to do with any money that remains in the account.
    We then review the documents and, if approved, we'll close the account.

    If there are funds in the account we can resolve this also and will discuss it at the time.

    NO will No executor fairly basic error

    This page seems to provide more accurate information.

    https://www.paypal.com/uk/smarthelp/article/how-do-i-close-the-paypal-account-of-a-relative-faq1694
  • pearl123
    pearl123 Posts: 2,056 Forumite
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    Marcon wrote: »
    From Paypal's community support website:

    For legal reasons, we require some documentation before we can close an account. We need the executor of the estate to fax the following to 08707 303 194.

    A cover sheet, providing the executor's contact details (email address or phone number), stating that the account holder is deceased and that the account’s executor wants to close the account.
    The death certificate of the account holder.
    The will that identifies the executor of the estate. If a will wasn't created, we'd need a written statement from a legal representative (on letter headed paper) declaring who the executor of the estate is.
    A government-issued photo ID of the executor.
    A note specifying what to do with any money that remains in the account.
    We then review the documents and, if approved, we'll close the account.

    If there are funds in the account we can resolve this also and will discuss it at the time.
    What a pain. Unless, they are holding money it's just not worth the bother.
  • 2e0arr
    2e0arr Posts: 1,007 Forumite
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    if there is not money in the account do nothing.
  • Malthusian
    Malthusian Posts: 10,941 Forumite
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    Agree with the above. PayPal are a payment processor and not a bank. If the executor has done their job of closing all their bank accounts, the PayPal account can simply be left to rot as there is no longer any money to get PayPal to move from A to B. Unless there is a significant amount of money owed by PayPal (or, conversely, to PayPal).

    Executors aren't required to spend hours closing accounts with Amazon, eBay, John Lewis and the like unless there is money owed by or to the estate, and the same applies here.
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