Date Received: 2020-06-20
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: The information below is for a purchase that I made through paypal on XXXX. The item was never delivered to me. The tracking number provided to me was for some one else and for a delivery made days before my purchase. I notified this to the seller ( XXXX ) immediately and Paypal requesting a correct tracking number. I was not given a correct tracking number and my order was never delivered to me. I filed a complaint requesting advice and or a refund from Paypal. The refund was denied and I have yet to know where my order was actually shipped to. Thus, I am reporting my concerns to CFPB for personal guidance and to protect others consumers. Your attention this matter is appreciated. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX XXXX XXXX Details about your shipment Dear XXXX XXXX, XXXX added shipping details. Please note that the tracking information and shipping status are shown exactly as the seller entered them. Shipper USPS Tracking number XXXX Shipping status Shipped If you have questions about the shipment, please contact XXXX Seller XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX United States Description Unit price Qty Amount Item Name : XXXX Item # XXXX {$62.00} USD 1 {$62.00} USD Subtotal {$62.00} USD Shipping and handling {$0.00} USD Insurance {$0.00} USD Tax {$0.00} USD Total {$62.00} USD Payment {$62.00} USD Sincerely, PayPal Help | Security Centre Please do not reply to this email. To get in touch with us, click Help & Contact. Copyright 1999-2020 PayPal, Inc. All rights reserved. PayPal is located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. PayPal XXXX : N/A : XXXX Hello XXXX XXXX, We reviewed your transaction ( s ) and are denying your case ( s ). This decision was made because we received shipment tracking from the merchant confirming that the merchandise was delivered. Transaction information : Dispute Case ID : XXXX Transaction Amount : {$62.00} USD Dispute Amount : {$62.00} USD Transaction ID : XXXX Transaction Date : XX/XX/2020 Notice of Debit We previously issued you a provisional credit for your transaction ( s ). We now need to debit the full amount of the transaction ( s ) in the amount of {$62.00} USD from your PayPal account. This debit will occur on or after 5 business days from the date of this email. We will email you to let you know when this debit is complete. You May Need to Add Money to Your Account If there's not enough money in your PayPal account to cover the full amount of the transaction ( s ), please add money to your PayPal balance. If there's not enough money in your PayPal account to cover this debit, it may result in a negative balance and possible limitations to your PayPal account. To add money, simply log in to your PayPal account and click Add Money on your Account Overview page. We're sorry for any problems you may have experienced with this transaction. Learn More about PayPal Purchase Protection Find out how your purchases are protected and how we investigate cases by clicking Legal Agreements at the bottom of any PayPal page. Then, simply click PayPal User Agreement and Protection for Buyers. Thanks, PayPal
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2020-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Overdraft, savings, or rewards features
Subissue:
Consumer Complaint: PayPal has made an error during transaction that was refunded, and when a payment to me was refunded, it was taken out of my balance twice. The funds from the payment were always on hold and never released to me. I tried to refund the buyer and it removed those funds from the pending balance and still tried to withdraw the money from my linked bank account. Then the funds were refunded by PayPal and my balance was reduced by the refund amount. Now my balance is negative {$600.00}. The refund was {$600.00}. I was never given those funds so it is not possible to go negative when refunding them.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020, I received an email notifying me of a charge to my PayPal account for {$340.00} from a microcomputer service company that I did not authorize. I thought my PayPal account had been deactivated at least 6 years ago and called PayPal at XXXX as advised in the email. When I made the call, I received the usual notice for today that due to COVID, the PayPal customer service department was closed, but that functions for billing disputes were available. In the process of working with a PayPal employee to resolve the issue, access was provided to Paypal to determine what happened and how to prevent access to the Paypal account going forward. In the process, the Paypal employees ( names with dates and amounts are provided in the attached documentation ) transferred monies between my accounts and used my accounts to make unauthorized purchases. Also, Paypal requested funds in the amount of {$2000.00} through 4 gift cards to prevent unauthorized access to my " deactivated '' Paypal account. XXXX XXXX and XXXX XXXX XXXX stopped all but one of the transactions from being completed through their fraud surveillance departments. The letter sent certified mail to Paypal is attached with the supporting documentation and details including dates, names, actions and amounts. I am requesting a refund of {$2000.00} from Paypal for the gift cards used to purchase software to prevent unauthoriz ed access to my accounts. As additional detail, copies of emails and order confirmations for the original unauthorized charge of {$340.00} to XXXX XXXX XXXX XXXX are provided. These emails were received on XX/XX/XXXX. The address on the receipt is the corporate office address of Paypal while the address on the order confirmation email is for Paypal in XXXX, Washington. Again, this appears to be legitimate concern. I called the number given in the order confirmation email - the greeting doesn't mention Paypal. I spoke with a " XXXX XXXX '' who requested electronic access to my accounts to resolve the issue. Lesson learned - no access was given. Either Paypal 's accounts have been illegally accessed or they have rogue employees who are fraudulent conducting business in Paypal 's name. Either way, I need the refund of {$2000.00} as soon as possible. If any additional information is needed, my contact information is : Phone number : XXXX Address : XXXX XXXX XXXX XXXX GA XXXX Thank you for your help! XXXX XXXX
Company Response:
State: GA
Zip: 30728
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: I put my covid19 government help into a paypal account and when I tried taking it out they banned me from pay pal and said they would keep my XXXX dollars for 180 days.i need this money and I've done nothing wrong to warrant this treatment.i assure you if I not want to ever use paypal service ever and wouldn't recomend them to my worst enemy.i would like to know why hasn't anyone from paypal go to jail cause from what I've read they do this to a lot of people and collect interest on their money. im losing my home my car cause of these people and no one will help me. you can't call them and you can't email them, what kind of business is that.o need your help, I'm on my last leg and if I'm not helped soon I fear it will be the end of my life.my wife and kids are leaving me cause I can't pay my mortgage so I have nothing else to live for ... .paypal single me out, why I know this cause they also lock out XXXX XXXX and my son XXXX XXXX.which my son had XXXX dollars in his and he transferred XXXX to XXXX and that day they'll ked her out.anyone associated with me they lock out and kept their money ... ... PLEASE HELP SOON!!!!!!!
Company Response:
State: AR
Zip: 728XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Someone gained access to my PayPal account and make several unauthorized transactions ( {$1100.00}, {$110.00}, {$100.00}, {$86.00} ) to a XXXX XXXX and PayPal is trying to tell me that, a person who is not in my contacts, and whom Ive never had any interaction with before in my life, somehow fits my PayPal activity. Every other person that Ive sent him payments to via pay pal is in my contacts list. I disputed the transactions with PayPal but they have absolutely no consumer protection.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 my XXXX year old son using my computer ( unauthorized ) purchased 2 pair of sunglasses from a company pretending to be XXXX XXXX XXXX XXXX ( XXXX ) based in the USA and they are not. They are called XXXX based outside the country. The transaction was made around XXXX this day using PayPal, my son notify me in the morning around XXXX of what he done, I immediately contacted PayPal to cancel this transaction and they refused to do so, I stated 2 valid reasons on their cancelation policy : One that my son was unauthorized and a minor ( not legally bound ) and second that the seller was obviously a fraud/scam. Also that morning I try numerous times to contact seller to cancel order with no luck. Seller did not reply, at this time XX/XX/2020 the purchased items had no tracking information, bank account was not drafted and I have try to inform PayPal of this with no luck, they quickly closed the dispute I place on resolution center without a valid response, and with disregards that this company is a fraud/scam. I believe that PayPal is in violation of the Federal guidelines on how to protect consumers from fraud, and that they even seem to be encouraging this type of behavior from fraudulent sellers. Seller sent a shipping tracking info XX/XX/2020 with a fake international tracking number, since XXXX do not recognize such tracking! Again another obvious red flag! Paypal transaction ID : XXXX for {$75.00}
Company Response:
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I made an online purchase of a XXXX XXXX hedge trimmer and battery from a company called XXXX. The company purported to be based in the XXXX with a provided address in XXXX XXXX, Michigan. After making the {$69.00} purchase and paying via Paypal ( Id # XXXX ), I received an order confirmation coming from a different company called XXXX. This company has a significant presence of complaints and reported fraud on the internet. Based on this information, it became clear to me that my purchase would be shipped from XXXX, not from Michigan, and that I was likely a victim of a long running scheme that would result in me not receiving what I ordered. I immediately went to Paypal to report on this on XX/XX/XXXX and cancel the fraudulent transaction preemptively, as the company I ordered from was not the company that engaged me for processing and fulfillment. Paypal denied my claim within a day or two without requesting any information from me whatsoever. I was also not able to submit any detailed information about why I claimed this was fraud, nor supporting documentation I had compiled. I understand this decision by Paypal, given that the order was initiated by me, and I decided that even though I could not preemptively address the issue, I would at least have recourse through Paypal to address it as the transaction unfolded. Paypal has structured its business so that there is no phone number to call for assistance, and no other meaningful outlet to discuss problems other than the Resolution Center, which is automated and does not permit consumers to provide any details about their case. One can either submit that a transaction was fraud, or the item was not received -- nothing more. I made multiple inquiries and complaints through the only portal for discussion, the messaging center. Nearly all of these were not responded to. Not being able to communicate with Paypal other than through messaging is an unfair practice. My attempts to contact the seller were also unsuccessful -- no surprise there. I attempted to file another claim with Paypal that the product was not received as weeks passed with no movement. When trying to file the claim, Paypal Resolution Center stated another claim could not be filed since I already filed one. This is in contravention to their own policy that allows for one claim for fraud and one claim for item not received. Paypals design of their Resolution Center did not allow me to initiate this second claim. Again, there was also no alternative outlet to call for assistance. Only after me messaging Paypal for assistance multiple times was the claim opened. This apparently had to be initiated by Paypal. There was no clear instruction from Paypal on how to initiate the second claim and it required their affirmative intervention to do so. Is Paypal trying to make it difficult for consumers to exercise their rights within the companys own policies? Even if not, it was very difficult for me as a consumer to figure out how to do this since their system is setup not to allow it. Not being able to initiate this on my own was an unfair practice. Regarding the dispute process for the item not received claim, Paypal, while they state to use this option for items not received or items not received as described or wrong items received, did not allow me to provide any description or discussion of the issue. I had no ability to share with them the information about what was happening through the Resolution Center. I did get a tracking number from XXXX and several weeks later, I did receive a shipment. What was the shipment? It was a handkerchief. Sorry, but I did not order a {$69.00} handkerchief. I ordered a XXXX hedge trimmer and battery. Again, no response from the seller. Paypals system did not allow me to provide them with the information that I did not receive what I ordered in this now clearly fraudulent scheme. In my attempts to communicate to them what happened, I sent messages in their messaging system regarding this information along with the transaction information for their reference. No response was received. I had no ability to append information in the Resolution Center because Paypal does not allow it. Finally, I received notice from Paypal that they denied my second dispute because the seller provided evidence of shipping. Really? They concluded with no knowledge of what had been shipped or what condition it was in that the seller was right and should prevail in the dispute. Had Paypal allowed me to communicate with them what was happening, they most certainly would have reached a different conclusion. In fact, they might then realize that their seller, whom they are likely making significant amount of transaction fees on, should have their account closed and be banned from doing business with Paypal in order to prevent future fraud on other consumers. Not being able to submit pertinent information to Paypal regarding the dispute is an unfair practice. Paypal has structured their Resolution Center to operate in a way that harms consumers. The fraudulent seller in my case apparently won the dispute because they provided evidence of a shipping tracking number and evidence of delivery. That is true, they did ship something and it was delivered -- just not what it was supposed to. Paypal afforded me zero opportunity to demonstrate why this conclusion was wrong, why the seller is a fraud, and why my money should be refunded and the sellers account shut down. Is Paypal intentionally turning a blind eye to this issue? How many other sellers like this are affecting consumers that also can not communicate to Paypal the same types of problems? Should Paypal be required to go in and research other consumer complaints that were denied for the same reason as this? Should Paypal be required to provide restitution to those affected? I would hope so, lest the protection of consumers be lost for the want of transaction fees earned by fraudulent sellers. The dispute process designed by Paypal is unfair under the Unfair, Deceptive, and Abusive Acts and Practices ( UDAAP ) regulations protecting consumers as per the Dodd-Frank Act, Title X, Subtitle C, Sec. 1036. Unfair activities 1. ) cause or are likely to cause substantial injury to consumers ; where 2. ) the injury is not reasonably avoidable by consumers ; and 3. ) the injury is not outweighed by countervailing benefits to consumers or to competition. My experience clearly falls within these parameters. I have suffered monetary injury by Paypal refusing to cancel the transaction from a fraudulent seller and refund my money. Paypal has aided, and continues to aid a fraudulent seller by allowing them to take advantage of the unfair dispute process while harming me the consumer. I, as a consumer, could not avoid the unfair treatment because I was availed no opportunity by Paypal to provide them the necessary information to demonstrate that the seller enacted fraud upon me, nor did Paypal reach out to me to obtain any information. I attempted to provide information to Paypal via the only way to communicate with them -- messaging, but Paypal apparently did not connect that message with the dispute in the Resolution Center. There is no countervailing benefit to refusing to institute a forum to take in pertinent facts and information when addressing disputes. The only benefit is Paypal lowering investigation costs and then being able to further aid fraudulent sellers -- all the while lining its profit through more transaction fees with those sellers. This is at the expense of the consumer.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: Pay Pal *XXXX c/o XXXX or visa versa on XX/XX/2020 took XXXX out of visa credit card account and never delivered the product as discussed a portable desks. Over 24 emails have taken place between and now and the names and everything have changed. I hold Pay Pal responsible for sponsoring fradulant companies over seas that don't send products. This company c/o Pay Pal XXXX presented themselves as being in the US or I would not have ordered. Something needs to be done about this taking advantage of ppl because of a pandemic. Then they tried to offer me XXXX up to XXXX for my " troubles '' '' I want the whole XXXX back no product. XXXX .. XXXX ( I have no idea who the heck this is and how it went from paypal to XXXX XXXX XXXXXXXX.
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This complaint is with pay pal! i used pay pal to make a payment for a purchase! after doing intensive research of the website email provided online reviews i noticed that this may be a fraudulent website created by a very suspicious persons name i contacted pay pal but there is no one to help and resolve this problem they opened a case and said that i did in fact purchase something from that website and yes i did but after like i said doing intense research i have found out that this web site is fraudulent account as it appears! the shipping number in pay pal system is used from a prior completely diff purchase how can that happen when the seller should not know such info?! there is no live person that pay pal provides to speak with I HAVE NOT RECEIVED THIS ITEM AND TRYING TO ALERT EVERYONE ABOUT THIS PERSON!!!!! AND I WANT MY MONEY BACK!
Company Response:
State: MA
Zip: 01545
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: PayPal has put my funds on hold again in the amount of {$430.00} and I made a cash advance from my credit card with another bank and I load this money at XXXX and I was told I have to wait 12 hours for the money to be released I would like to close my account and never want to do business with PayPal ever again and I want my XXXX money I need it to pay my bills and PayPal wouldnt released my {$430.00} back into my account
Company Response:
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A