How can I make a formal complaint to PayPal?
We aim to offer you excellent customer service, but we may not get it right every time. So, if you’re dissatisfied with PayPal, please let us know, and we’ll do our best to find a solution quickly and fairly. Additionally, we will consider your interests in the resolution and remediation of all complaints while ensuring compliance with regulatory obligations.
Below outlines the complaints and grievance redressal measures that we have implemented that will guide you through various options available to you, and how you can log or escalate a complaint or concern with PayPal to obtain a timely resolution.
To submit a complaint in a web browser, please go to Contact on the PayPal website.
We’ll do our best to provide you with an answer or resolution to your complaint within 10 days for payment-related complaints. In exceptional circumstances, the timeframe may be extended to 45 days to allow for our investigation. If we need to extend this timeframe, we’ll notify you within 10 days and outline the research to date.
If you have any inquiries, you may consider reviewing our help resources and FAQs which are found on PayPal’s Help Centre. For more information visit the Help Centre.
Complaints Escalations and Mediation
While we will do our very best to assist you in resolving your complaints, we understand that you may not be fully satisfied with the decision from PayPal, especially when we decide not to uphold your complaint. There are 2 further options available to customers in Malaysia to further refer your complaints.
Option 1: You may submit your complaint to the Ombudsman for Financial Services (“OFS”). For more information on the type of complaints that can be referred to the OFS, you may refer to OFS’s website at www.ofs.org.my. You need to submit your case to the OFS within 6 months from the date when PayPal’s final decision was issued on your complaint.
Option 2: You may refer your complaint directly to Bank Negara Malaysia through BNMLINK.
You may contact BNMLINK via web form at bnmlink.bnm.gov.my or call 1-300-88-5465 for general enquiries or complaints. Please be aware of the scope of complaints handled by BNMLINK. For more information, please refer to https://www.bnm.gov.my/consumer-info/complaints.