Tried to complain to PayPal but got ignored? We’ll help you escalate it.
How to submit a complaint with PayPal
You can lodge a PayPal complaint through multiple channels:
- Resolution Centre: For buyer-seller disputes (e.g. item not received), log in to your account and go to the Resolution Centre.
- Email: Send formal complaints to: auexecutiveescalations@paypal.com. Include your PayPal email, case ID, and desired outcome.
- Phone: Call 1800 073 263 (within Australia) or +61 2 8223 9500 (overseas). Request escalation if needed.
- Online Form: Submit via the Help Centre under “complaint” or “formal complaint”.
- Mail: Write to: Customer Advocacy Manager, PayPal Australia, GPO Box 351, Sydney NSW 2001.
- Social Media (optional): Tweet @AskPayPal or post to PayPal’s Facebook page to prompt attention.
Always request a case number and keep records of your interactions.
Here’s how PayPal processes complaints:
- Acknowledgment: You’ll receive confirmation within 1 business day (via email or on-screen).
- Timeline: Most complaints are resolved within 30 days. You’ll be informed if delays occur.
- Case Review: Your case is reviewed by PayPal’s Executive Escalations or Customer Advocacy team.
- Communication: Responses typically come by email. If urgent, request a callback for faster follow-up.
- Outcome: You’ll get a detailed response explaining what PayPal will do. They might refund, lift account limitations, or deny the complaint (with reasons). If unsatisfied, PayPal must advise you of your right to contact AFCA.
Common complaints against PayPal
Here are the top issues Australian PayPal users report:
- 🔒 Account Freezes and 180-day fund holds
- 🤝 Poor Customer Service – robotic replies, lack of human help
- 💳 Dispute & Refund Problems – sided with wrong party or slow
- 🔐 Security Issues – hacked accounts, slow fraud resolution
- 💸 High Fees or Currency Conversions – surprise charges or poor exchange rates
- 🛍 Pay in 4 Confusion – unexpected credit checks, refund complications
These often stem from poor communication and policy confusion, but they’re resolvable when escalated.
Real complaints submitted through Ajust
I lodged a complaint with PayPal over a faulty product, waited five weeks, then got an email giving me just three days to respond. I replied within that time, but they still closed the case saying I was late. It felt unfair and completely against consumer law. - Robine
I had multiple claims rejected by PayPal even though the vendors hadn’t delivered everything I paid for. Their reason? That the transactions were processed correctly, which totally ignored the real issue. It was like they didn’t even read my complaint. - Antonio
PayPal denied my refund requests even though I acted within the time frame and had valid reasons. I later realised some items weren’t even delivered, but by then it was too late. I wish they’d looked at the full picture before deciding. - Antonio
How other PayPal complaints got resolved
Account Frozen and Funds Held: A business owner lodged a complaint via AFCA, and PayPal reinstated the account and released funds within 2 days.
Freelancer Hit with Chargeback: After a scammy buyer reversed a payment, PayPal waived fees and cleared the negative balance as a goodwill gesture.
Unauthorised Transactions: After a denied dispute, the user escalated, presented login proof, and had all charges reversed within 48 hours.
Still stuck?
- Request escalation to a supervisor or the Executive Escalations team.
- Re-email auexecutiveescalations@paypal.com with your case and why the outcome was unsatisfactory.
- Call back and reference your case ID.
- Make it urgent if time or money is at stake.
- Mention external options: AFCA, ASIC, ACCC – often triggers a second look.
- Recognize a dead-end: If PayPal says it’s a final response, proceed to AFCA.
Unhappy with PayPal’s response? Take it to AFCA.
- AFCA: The Australian Financial Complaints Authority is free, independent, and can order PayPal to fix issues.
- When to Use: If 30 days pass without resolution, or you receive a final response.
- How to Lodge:
- Online: afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
- Online: afca.org.au
AFCA often prompts fast settlements. Many users see resolutions within days of lodging.
Other options (for serious misconduct or privacy issues):
- ASIC: Report misconduct
- ACCC: For consumer law breaches
- OAIC: For data/privacy complaints
- Resolution Centre: paypal.com.au/resolutioncenter
- Contact Page (Australia): paypal.com/au/smarthelp/contact-us
- Executive Complaints Email: auexecutiveescalations@paypal.com
- Mail: PayPal Australia, GPO Box 351, Sydney NSW 2001
- AFCA Complaint Portal: afca.org.au
- PayPal Community Forum: paypal-community.com
- @AskPayPal on Twitter: Customer service via social
PayPal Complaints FAQs
How do I formally submit a complaint to PayPal in Australia?
To complain to PayPal in Australia, use the Resolution Centre or email auexecutiveescalations@paypal.com. Include your case ID and desired resolution. You can also call 1800 073 263 or submit a formal complaint via PayPal’s Help Centre. Always ask for a case number and keep records. If you prefer offline, you can write to GPO Box 351, Sydney NSW 2001. Social media like @AskPayPal can help escalate too.
What should I expect after submitting a complaint to PayPal?
PayPal will confirm your complaint within 1 business day and aim to resolve it within 30 days. The Executive Escalations or Customer Advocacy team will review your case. You’ll typically get updates via email. If there’s a delay or you need a faster response, request a callback. You’ll be given a final outcome, and if unsatisfied, you can escalate to AFCA.
What are the most common issues Australians face with PayPal?
Top complaints include frozen accounts, poor customer service, refund disputes, fraud resolution delays, hidden fees, and Pay in 4 confusion. These problems often stem from unclear policies and slow support, but many are fixable if you escalate correctly. Asking for a supervisor, using the executive complaints email, or filing with AFCA can lead to fast resolutions.
How can I escalate a PayPal complaint if I'm still not satisfied?
If your PayPal complaint stalls, request escalation to Executive Escalations or re-contact their team with case details. Make it urgent if money or timing matters. Reference regulators like AFCA or ACCC to trigger a second look. If you’re told it’s a final decision, proceed directly to AFCA via afca.org.au-they can enforce outcomes and often resolve cases within days.
You’ve done your part, now it’s time to hold PayPal accountable.
Take the final step and submit a complaint that gets seen and responded to.