Date Received: 2020-08-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am a long time customer of paypal. i use their service alot. on the XX/XX/2020 i sent money {$200.00} to a pool company for payment to XXXX however the actual email for payment is XXXX. i contacted pay pal immediately to tell them to stop the payment. online it says the receiver will not have the money till XX/XX/2020 so there is time. however paypal refuses to stop the payment this has happened twice with paypal. the receiver does not have my money yet so they still have time to stop the transfer but will not do it. that is wrong thank you XXXX XXXX
Company Response:
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I opened a dispute with PayPal on XX/XX/XXXX regarding double charge of {$110.00} from their merchant XXXX ( see complaint below ) on XX/XX/XXXX. Merchant - XXXX XXXXl : Order No. XXXX ( XXXX XXXX and XXXX ) On XX/XX/XXXX I made a purchase on the XXXX website using Paypal. At the time of checkout, I received errors stating an issue with the server. When the order eventually processed it charged me twice, once on my credit card and once on my checking account. On XX/XX/XXXX, I called to inquire about disputing the charge with my bank and the representative from XXXX XXXX told me if I disputed the charge as unauthorized that they would freeze my account, so at that time I opted not to pursue that avenue and yet try to work it out with the merchant. The same day I called the merchant and told them of the double charge which they denied and said they only received one payment from me and that if I was double charged I need to dispute the charge with my bank. I told them they charged my credit card as well as debited my bank account. I NEVER authorized them to debit my checking account in the first place, only to charge my credit card. Due to the error upon checkout they debited my checking account too. The representative at XXXX told me the funds hold on my credit card would be released in 3-5 business days, which they were not. I waited the 5 days as directed by XXXX before calling my credit card company to inquire about the hold. On XX/XX/XXXX I inquired about releasing the hold on my card ; my credit card company told me that it was up to the merchant to release the funds. I emailed XXXX the same day with screenshots of what was advised by my credit card company regarding the hold. On XX/XX/XXXX XXXX FINALLY sent an adjustment to my credit card to release the funds, a mere 7 days after I first brought this to their attention. The package was delivered on XX/XX/XXXX. I refused the unopened package for delivery on XX/XX/XXXX at the XXXX store in XXXX Mn. Upon refusal of the package I asked for a receipt, which I was told there was not one to be given. I again reached out to XXXX regarding the ongoing issue and was told nothing could be done regarding a refund until the package was returned to the warehouse. It is now XX/XX/XXXX and I no longer have the product nor the {$110.00} that was withdrawn from my bank account, without my authorization. I am being told by XXXX that they can not track the package and XXXX is not able to refund my money until they receive the package. I opened a case with PayPal, as they are the merchants payment processor, but I have not heard anything back from them. My last resort is to file a dispute with my bank, but I do not think I should have to suffer the consequence of having my bank account frozen for doing nothing wrong but trying to get my money back that was wrongfully and fraudulently taken. I work extremely hard for my money and would like back what is rightfully mine. This has been an unbelievable nightmare and I just want this to be over. It is going on 18 days of nonsense from every avenue I have tried. This is plain and simple bad business all the way around, from XXXX faulty checkout platform to PayPals lack of customer service to XXXX unable to track a refused package to my bank threatening to freeze my account. Please help me. I have exhausted all other avenues to get my money back including filing a complaint with the following : FTC XXXX Attorney General of California I have not yet contacted an attorney. They are withholding my money ; I sent their package back to them on XX/XX/XXXX and they are refusing me a refund. I just want my money back. That is all. As of XX/XX/XXXX I received an email stating my case was closed in my favor on XX/XX/XXXX and that I would be receiving a refund in 5 days ( not 5 business days ). Today is the 7th day ( and 5th business day ) and I still have not gotten a refund. I called PayPal today to check the status and possibly escalate the ongoing issue. I was told I must wait 6 business days for my refund due to how the seller refunded my money. This has been an ongoing issue with their merchant since XX/XX/XXXX. Their email notice that they sent me about my refund was both unfair and deceptive. Unfair because they lied by saying my refund would be in my bank account on the 5th day, which it is not. Nowhere in the email did it state 5 business days, only 5 days, which I am being told that now it is 5 business days. And deceptive because they told me something that was not true. The representative told me my refund would be there in 5 business days ( not 5 days as stated in email I received on XX/XX/XXXX ) and now I am being told 6 business days due to the manner the seller issued the refund. Very confusing and misleading If it were 6 business days, the consumer notice should have reflected that to be fair and not deceptive. While on the phone with PayPal, I was told by one agent that they would refund my money immediately since the funds should have been in my account as of yesterday and they are not. I lost the call and had to call back to speak with another representative who then told me that I would not be refunded immediately due to the manner the fund was requested. I asked to speak with a manager or supervisor but was advised that there was none available. Why wouldnt a fortune 500 company have a supervisor or manager available to take an escalation call? Seems a bit odd and is bad for business. I feel like I am never going to get my money back. Please help me get back what is rightfully mine. This has caused me nothing but stress. All the loop holes this merchant has been able to find to not refund my money is ridiculous. Until I receive my refund, I will just hurry up and wait.
Company Response:
State: MN
Zip: 55378
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: PayPal is requesting payment from me in the amount of {$1100.00} following disputes with XXXX XXXX XXXXXXXX : Dispute # 1- Case XXXX ( {$490.00} ) and Dispute # 2- Case XXXX ( {$690.00} ). On XX/XX/XXXX and XXXX, I filed disputes with PayPal through the Resolution Center regarding transactions with XXXX XXXX XXXX ( XXXX ). Although I sent documentation of my conversations with XXXX XXXX XXXXXXXX 's customer service indicating that I would be refunded in accordance with the company 's refund policy, I continued to receive emails from PayPal stating that I did not provide evidence to support my dispute. I made several attempts to reach PayPal by phone, and each time, received messages that customer service could not be contacted by telephone. After being unable to reach PayPal by telephone, I filed disputes with my credit card company and financial institutioXXXX, which were resolved in my favor. I've made several attempts to resolve this issue through PayPal Assistance messages. Each message was answered by a different person who " cherry-picked '' which question they wanted to address. I do not believe that my dispute was reviewed or investigated by PayPal. It appeared that a blanket decision was made on my case without reading my documentation or investigating the matter. As the intermediary agency, PayPal needs to contact the vendor and request a refund since my financial institutions have already resolved the issues on my behalf.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have purchased a product on XXXX and used Paypal services to pay for the item. It turns out the item was misrepresented and I requested a full refund. The buyer accepted to refund the full amount without requiring the buyer to return the product. All of the communications including a picture of the PayPal screen showing that Paypal will be refunded to the buyer. However, Paypal representatives are refusing to refund my money for the amount of {$49.00} as they have mentioned in the chatbox. They keep saying that the buyer must return the item in order to get a full refund. The Buyer asked the Seller to send a pre-paid postage so the Buyer can return the item and the seller made a decision to not require the buyer to send the item back. The buyer has agreed 100 % refund the money as all communications on XXXX as proof what has transpired. The Buyer has asked Paypal via online chat and they are firm in their decision to not refund the total amount because the buyer refuses to send the item back to the seller. The seller does not want the item back. It is not the Buyer 's fault to buy an item on line what was misrepresented and Paypal should know that misrepresentation of products online is considered FRAUD and therefore, the Buyer should not be required to pay the postage to send the products back to the seller without a Prepaid postage from the seller.
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020 I received an automated email ( attached ) from PayPal stating that I had authorized a transaction to XXXX XXXX in the amount of {$1200.00}. Because I knew I did NOT authorize this transaction, I immediately called PayPal in which I wasnt able to get through so I attempted to submit a dispute through their Resolution Center which was also unsuccessful because the payment was still pending. I initiated contact with PayPal through their messaging system in which I have told them several times I did not authorize this transaction. With no success through PayPal I contacted my bank to stop payment on this transaction. In addition, I changed my PayPal password and removed all credit/debit cards ( notification attached ) linked so it wouldnt happen again. I wasnt able to remove my bank account or report the unauthorized transaction through PayPal until the transaction was complete. As soon as the transaction was complete I submitted a dispute through PayPal Resolution Center. I have since made several attempts to contact PayPal via the phone and have messaged them using their messaging system all of which have been unsuccessful. I received notification PayPal has concluded that this was an authorized transaction ( email attached ) I dont have a XXXX XXXX account, I never have, I have also never made a XXXX XXXX payment ever, so I am unsure why they wouldnt believe me when I say I did not authorize this payment. I have also tried to dispute it with XXXX XXXX but they said they need a phone number associated with the transaction and of course I dont have that, all I have is the information I received through email when the unauthorized transaction was made. In addition, on XX/XX/2020, I received an email ( attached ) stating there was suspicious activity on my account and my account was suspended. Another reason I dont understand why they conclude that the transaction was authorized. PayPal has emailed me several times reminding me I have a negative balance on my account and that they will soon report, if they havent already, to my credit report. I have called the collection department in which they conveniently answer the phone but say they can not assist me with disputing the transaction, they can only assist with collecting payment. I have good credit and dont want to ruin it for unauthorized transaction through PayPal. I would also like to deactivate my account as I will never use PayPal again after the terrible service I have received.
Company Response:
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Problem adding money
Subissue:
Consumer Complaint: I have been a long time PayPal user, but all of a sudden PayPal is declining me from adding funds and making payments. I have not changed my banking information recently, nor am I doing anything out of the ordinary. I am tired of hearing excuses from front line agents who do not know what they are talking about. There is no point in offering these services if PayPal customers are unable to use them.
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: I ordered a product on https XXXX XXXX When I went to checkout, nothing happened. Then I received an email with instructions to send payment via paypal as a friend/family payment. When I did, I never received the digital download of the product. I did some research and found the actual copyright holder of the product and ordered through them. I requested a refund from XXXX, but received several vulgar and threatening replies from them. I asked the copyright holder if XXXX was a licensed distributor and they said they were not. I am now receiving death threats from XXXX. The most recent message is : XXXX XXXX XXXX XXXX ( 22 minutes ago ) to me you are a dog. Your whole family will XXXX soon : ) ) I have the entire email thread saved. Also, I attempted to report this through paypal, but their customer service is impossible to access. I wasted an hour trying to send a message to paypal and got nowhere. Just pop ups stating I can not send them a message.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX an unauthorized transaction from my PayPal account which resulted in {$1200.00} being transferred to the account of an individual with the following email : XXXX, whom I have no affiliation with. I did not realize this transaction occurred until it was withdrawn from my bank account on XX/XX/XXXX. Once it was realized, I immediately disputed the transaction with PayPal, as well as with my bank. Approximately 4 hours later, PayPal determined that the transaction was valid. I then contacted PayPal via phone to appeal the dispute. After about 15 minutes of appalling customer service, they agreed to open an appeal. While the appeal was being processed, I changed my security settings with PayPal and removed as much payment information as I was allowed to by PayPal. The transaction was also rejected by my bank. Following the rejected transaction, I stopped payment of any further transactions from the merchant XXXX AT PAYPAL. Despite the NSF return, PayPal informed me that, my account would go negative, and I will still be responsible to pay the money back. Meanwhile, while the appeal process was still ongoing, I noticed additional suspicious activity on my PayPal account where security settings were changed from a device I do not own or recognize, I informed PayPal of that information within minutes of realizing its occurrence ( XX/XX/XXXX ), on XX/XX/XXXX, the appeal was closed with the same determination, that the transaction was valid. At my next convenience ( the morning of XX/XX/XXXX ), I contacted PayPal via telephone to attempt another appeal, where I was told I can not appeal the transaction any further and that Im legally responsible for these funds. The customer service representative this time ( XXXX, employee # XXXX ) was excellent, she looked further into my situation and found some inconsistencies, that she would forward to the back office, I have not heard anything further from PayPal. The treatment and service I have received from PayPal is horrendous. I have been a faithful customer with them for 15 years and have never disputed a single transaction. The one time I dispute an actual fraudulent transaction, Im essentially called a liar multiple times and am responsible to pay PayPal back for allowing a criminal to steal money from me in a pandemic, where money is already very tight. I plan to file a police report very soon.
Company Response:
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I ordered something from Paypal. Bean bag chairs for me and my nieces to have a back to school movie night. I ordered this A LONG LONG TIME AGO. Like 3 months at least. I got a confirmation to my email, its attached, but I never got a shipping email. I never got an Order on the way. Nothing. I contacted Paypal digitally and over the phone several times. They insist I contact the merchant. The same merchant that removed their website, doesn't answer calls, and no longer answers emails in broken English. THIS SITE YOU ARE ALLOWING TO USE YOUR SERVICE IS COMMITTING FRAUD. If Paypal wont be held accountable by myself, let 's see what CFPB can do. I have never, ever, received anything from the XXXX dollars but a headache.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I was sent money to help in these difficult times about XXXX in the XXXX XXXX venmo and was unable to transfer to my debit card, contacted customer support multiple times and they were unable to fix/help with the problem, they said to link my bank account and do the standard transfer to my bank account unfortunately i was unable to even link any bank account manually with the routing number or with the plaid system they had in place to link my account on top of that i was not even able to add my information to verify my identity and was repeatedly given the message that there was an issue or things werent working message for days. There was no option to retrieve the money sending or transfering and repeatedly told im so sorry but unfortunately theres nothing we can do except escalate your account and to wait for an email.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A