Date Received: 2020-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been using PayPal since XXXX and have completed dozens of transactions, online purchases and online subscription payments using PayPal without issues, problems or claims. That changed on XX/XX/XXXX of this year and PayPal has revealed a side to me since that is a clear reminder why small people with bad judgment can be dangerous when wielding the power of very large corporations. They are holding my bank and credit accounts as hostage to spite me for complaining to my bank that PayPal made unauthorized charges and for reporting to XXXX that PayPal tried to get me to fraudulently get a refund from XXXX for purchases that I willfully made, but PayPal processed improperly and was too stubborn and uncaring to fix. I have supporting documentation for each and every piece of what I am reporting, including the transcripts of the conversations with PayPal agents. This ordeal began on the evening of XX/XX/XXXX when I prepared my PayPal account for 3 purchases by selecting the Preferred Payment Method for online purchases that I wanted to use that evening for the 3 transactions that I was planning. I completed my 3 online purchases from XXXX after receiving the email confirmation that PayPal had my Preferred Payment Method designated properly, which stated, " We'll use it whenever you shop online or send money for goods and services. '' I received the goods as ordered from XXXX, which included a {$9.00} XXXX XXXX for the XXXX game " XXXX XXXX '', a {$59.00} pre-paid 12 months of XXXX XXXX to add to the existing months that I already had remaining from the 12 months that I purchased last year and as I and millions of others have done for years, and a {$1.00} purchase of 1 month of XXXX XXXX which also entitled me to upgrade all of already paid for months of the earlier mentioned XXXX XXXX to XXXX XXXX The XXXX XXXX is {$14.00} per month if one subscribes to it and agrees to pay for it through recurring billings. You can see that all 3 of my transactions are not recurring billings, but are in fact online purchases. To be clear, none of the 3 purchases were automatic billings resulting from any transactions prior to them on the XXXX and there will not be any automatic billings in the future for those 3 purchases. I did not notice that PayPal had paid for those purchases using my checking account until the XXXX, when I was verifying that the IRS was depositing the Covid relief money into that checking account. While I had used PayPal for years, I had only added the XXXX account information 2 weeks prior on XX/XX/XXXX for the purpose of depositing cash if and when it might became needed by one of my children to transfer cash to them. Nothing had ever been paid for by PayPal using that bank account prior to them choosing to use it on XX/XX/XXXX and I had never made any purchases with it as my Preferred Payment Method or selected it in any way at all as an authorized way for PayPal to process any purchase or recurring billing. After noticing what had to be an error by PayPal, I reached out to PayPal using the online chat. I prefer talking to people, but I use what is available to me when I have to. I told PayPal that I did not dispute that I made the purchases, but I did not authorize them to charge them to that checking account and I needed them to fix their error and charge it to my Preferred Payment Method. As was supposed to happen " whenever I shopped online '', right? After arguing for hours with a couple of PayPal agents, I notified my bank of the unauthorized charges and explained in detail what exactly had happened. The bank rep had recently been hearing similar experiences involving PayPal. The bank removed the {$30.00} overdraft fee and filed a dispute on the unauthorized charges. The bank rep told me that it would take 10 days to process the dispute. Meanwhile, I discovered that XXXX had severed my XXXX XXXX access when one of my children tried to play a game on it. Also, the dispute was found in my favor for the purchases and PayPal had charged the {$9.00} again through my debit card. XXXX informed me that PayPal told them that I disputed the purchases and XXXX had refunded PayPal. I spoke with a very helpful XXXX agent who helped me repurchase directly what I had purchased before using PayPal. But, XXXX was awesome enough to adjust the 1 month purchase of XXXX XXXX so that we could recover the months of XXXX XXXX that I owned before the XX/XX/XXXX purchases that had been lumped together with the 12 month purchase and upgraded to XXXX and then subsequently poofed into the abyss as a result of PayPal 's shenanigans. Effectively, almost all of the damage caused by PayPal has been fixed my efforts and those of my bank and XXXX. All except that since this started, PayPal has refused to allow me to remove my checking account from them ever having access to it again. At first, they claimed it was because it tied to an automatic billing ( remember, the only charge ever made to it through PayPal was the unauthorized charges by PayPal on XX/XX/XXXX ). Then, they claimed that they are just trying to be helpful and demanded that I " confirm '' the account with them because of the reported suspicious activity. More recently, they clarified that are doing it because of the report of unauthorized activity. Obviously, they know and I have repeatedly reminded them that it was PayPal who was responsible for the unauthorized activity and they are holding all of my accounts as hostage in bad faith as a form of harassment and punishment. There are no monies owed and I can not believe it is lawful for PayPal to be holding my accounts hostage and exercising their power like this. It is scary that a large corporation like PayPal can do real harm to a customer who had been a raving fan of their services ; before they tried to get me to commit fraud and fraudulently reported to XXXX that I disputed the purchases. I told PayPal from the beginning that I intended the purchases, but PayPal made the mistake and I only wanted them to fix it by reversing the charges with my bank and charging the purchases to my Preferred Payment Method as I had authorized. I was never asking for anything free. PayPal turned a mistake they made into something sinister. PayPal still insists that they were correct to ignore my Preferred Payment Method because they argue the 3 purchases are " automatic billings ''. The fact is that XXXX can not and would never automatically charge me {$59.00} for a pre-paid year of XXXX XXXX, {$1.00} for a special upgrade of all of my existing XXXX XXXX or {$9.00} for the XXXX XXXX XXXX that I will only ever need 1 of in my entire life. In any event, I have never agreed to authorize PayPal or XXXX to charge any recurring billings to my checking account and have never had cause to expect PayPal would ignore my Preferred Payment Method, designating which account is authorized for charges " whenever I shopped online ''. I used PayPal because I did not want numerous corporations to have access to my financial accounts and to limit the risk. Ironically, I didn't trust XXXX with access to multiple accounts of mine. PayPal has caused me injury and continues to do so, arguably by intent, by holding my accounts hostage until I confirm my checking account with them when they know it was PayPal who was reported for the unauthorized charges. During much of this time, I was already dealing with my XXXX year old father, who I have lived with and been the XXXX for over the last 10 years, being hospitalized amidst Covid visitation restrictions since XX/XX/XXXX, in the XXXX XXXX following XXXX XXXXXXXX XXXX and then XXXX on XX/XX/XXXX. What PayPal is doing now is unnecessarily adding to what is already a stressful time. I refuse to give PayPal access to anything ever again and will not " confirm '' anything for them. Them requiring me to do that is frivolous harassment and reveals either a policy of willful abuse or poor judgment by bad actors who are too empowered. I have documented proof of the emails confirming transactions and changes to my designation of the Preferred Payment Method that confirms, We'll use it whenever you shop online or send money for goods and services. I also have some transcripts from PayPal and what I have transcribed and believe the entirety of all communications with PayPals online agents.
Company Response:
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: PayPal was not able to reach me to resolve a claim issue - but can call directly when they reverse the claim. Short version of the long story : Ordered a phone in XXXX it didnt work, returned to distributor. Never got my $ back, so filed a claim with the co, then PayPal who reversed the charges during investigation. Yesterday I got a call from PayPay for payment collection on the claim they reversed. Had not heard from them since the claim was filed - apparently because i had an old email address as primary on my nearly 20 year old account info. ( Mind you, my phone # & additional email address also on their contact info file were not used to reach me to resolve the claim ). Supervisor XXXX # XXXX - informed me that its completely legal according to their user agreement that they have the right to behave in this way ... .. not using customer contact information to assist a customer in need, but able to reach me when they can capitalize.
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have a balance of {$850.00} in PayPal cash, and on XX/XX/XXXX in the morning, I found out {$850.00} of them were withdrawn at some XXXX location without my consent. I immediately contacted PayPal to let them know the transaction was not authorized by me. I can't get to them by phone call because they are closed under the COVID-19 situation, so I left a message in the online message center of their website. However, they declined my request and said the transaction was consistent with my account. I don't think PayPal has done its job to protect my information as well as my money. I didn't get any notification when the cash withdraw was initiated, and the later on notification transaction ID I got in the email even differs from what they provide on their website. In a word, I think PayPal should be totally responsible for this issue and they should refund me the money.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I made a purchase from a fraudulent company, XXXX ( XXXX XXXX XXXX ), using Paypal on XX/XX/2020 in the amount of {$99.00}. XXXX also claims payment is for item " XXXX XXXX Item 1 '' and uses a personal email address " XXXX '' for their paypal account . As soon as the order went through and I didn't receive email confirmation or the order, I emailed and called the seller immediately to no avail. I got a gut feeling being a fake website/ scam, I immediate on the same day of the transaction XX/XX/XXXX ( within couple of hours maximum ), logged a dispute with Paypal stating this to be scam. So they should stop processing the transaction, which they never did and proceeded without proper investigation to allow funds being transferred to the scammer. On the dispute with PayPal and XXXX provided a fake tracking number ( for a order to different address in the same destination city ). PayPal accepts this without investigation and closes the dispute. I notified PayPal, that I have video surveillance in my house and do not show any deliveries from XXXX that day either. Again to no avail and no investigation. Paypal has been made aware of this company by many other people and still allows its account to sell and denies disputes or to return money. I have provided these to Paypal and they never investigated and closed that dispute either to no avail. XXXX XXXX XXXX # XXXX XXXX XXXX Additionally, The XXXX tracking shows delivery to someone else 's address within same city of an item of 10lbs weight. The item I purchase a basketball hoop weighs well over 120lbs as per description on XXXX, XXXX XXXX.. Paypal has done no investigation on its part and just closed the case without proper communication and investigation into this matter and also has not safeguarded buyer 's and has left them vulnerable to fraud/scam by still allowing these sites to operate on their platform. While talking to a customer rep at paypal he agreed that proper procedures need to be implemented and that I " will not lose a penny with Paypal '', but that has not been fruitful either. There's no buyer 's protection that paypal touts and is deceptive in its tactics. Their platform may be serving criminal money laundering activity and the do not perform proper KYC/EDD/CDD checks on their merchants. Transaction ID : XXXX
Company Response:
State: NJ
Zip: 07450
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: My complaint involves the Paypal organization and its mishandling of financial transaction disputes with merchants wishing to withhold funds without being able to provide the product or service the payment went to them to cover. As I am sure you are very well aware- as a financial transaction- intermediate Paypal is called upon from time to time to intervene in the financial process of a return, for product or services either not delivered, not provided, misrepresented or damaged/broken, etc or no longer available. This concept seemed simple and straight-forward enough to me recently when dealing with a merchant/service provider *XXXX* licenser of live sporting events both here in the states and overseas, who had become unable to provide the regular seasonal broadcast programming due to the Covid-19 pandemic ( all seasonal events for the year have so far been either canceled or indefinitely postponed ) but for which they have been also choosing to ignore requests for a refund for directly. As such, I went through the financial institution to which had handled the transfer of my funds to XXXX XXXX originally for the season 2020, now no longer active or in actual existence presently I, e Paypal. In this process, Paypal gives you only one option to call upon and that is their Disputes Process, or to which they fondly refer to themselves as their " Resolution Center ''. Sounds refreshing right? So back on XX/XX/XXXX, I began this disputes process by diligently and honestly filling out a new dispute form with Paypal regarding the issue with XXXX XXXX, which had themselves made it clear that despite there not being any new live or actual race events taking place for the year 2020 they would not be canceling the season or returning anyone 's request for refund. With this, I provide proof of purchase, which was taken from my own Paypal transaction history profile right on their own website to confirm, along with specific details on what was going on both with the race-event season I.e. " XXXX '' paid for by me and its concurrent cancelations since the onset of the season later in XXXX early XXXX. The later clearly defined under the Corona Virus pandemic curtailments now both here in the states and globally at this point, along with XXXX 's unwillingness to even respond to my requests for a refund. *All very easily verifiable, especially for the financial institution charging a fee to transfer these funds to the merchant in question. Regardless of these facts or the details laid out in the dispute to Paypal, within their so-called " Resolution Center '' or with even a response coming back from the merchant in this case Paypal waited until one or two days before the hard cut-off period for the merchant to respond ( 45 days I believe in this case ) before siding to allow the merchant to keep my funds anyway. To summarize here ... 1. I paid for a service unobtained. In the case a licensing clearance to view a season of motorsports racing now canceled or simply unavailable/ revoked since before the season even got underway in XXXX. 2. After not receiving any response back from the merchant themselves XXXX XXXX to my request for a refund was first made I proceeded with the disputes process afforded to me as my only option through the financial transaction provider Paypal. 3. To which the merchant again does not reply, nor bothers to provide any excuse or evidence of any type to contradict or defend their actions. * In fact as far as was viewable to me within Paypal Resoltuins Center forum carrying the dispute the merchant never reply at all. 4. In turn, and despite this Paypal waits for the full 43 to 45days and then just before the expiration date for the merchant to respond chooses to side with the merchant anyway and as such chooses to overlook all the facts involved both in the case itself and their own guidelines covering timely responses to disputes of this type overseen by them. 5. After which Paypal has continued both to refuse to reverse this decision or provide any detail, evidence or even a given response from the merchant, who clearly didn't have to respond because Paypal was taking the initiative to address the matter on behalf for them. Almost as acting as a representative for the merchant instead of non-partial reviewer. Thank You Kindly for your consideration in this matter XXXX
Company Response:
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal informed me that there was some suspicious activity in my Paypal account. I want to close the account because I do not want to get hacked. Paypal refuses to close the account and is demanding that I send a copy of my photo ID. My photo ID is private and because Paypal appears to have lax security, I do not trust Paypal with my private, personal information. I just want to close my Paypal account. Could the CFPB please help me get Paypal to close my account? Thanks! -XXXX
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I purchased a bike online using Paypal as my payment processor. The company I ordered from has been using Paypal for fraudulent transactions. They promise merchandise which they don't have or can't fulfill at the prices offered. Paypal sends them the payments and allows them to continue to do business even though there are numerous complaints. When you question the status of your order the company sends you a fraudulent tracking number for a different person at a different address. Upon reporting this to Paypal they deny your claim stating that they have received the delivery tracking information from the company. I have filed a complaint with the Alabama attorney general for the company which posted the bike. On researching the company I have found hundreds of complaints with the same scenario all processed through Paypal. Some have been successful in having their money returned, but many of us have not. I have opened an appeal of my denial with them but am still waiting to hear from them. Their business model is to protect people from this type of fraudulent transaction but they apparently are not following through. Please investigate as to why they are allowing a company to continue to process orders and payments when they are aware of the numerous fraudulent transactions. Thank you. Companies involved : Paypal XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX AL XXXX
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i sent the following to paypal in XXXX " On XX/XX/XXXX I was informed by Paypal that they were closing my account from sending and receiving money anymore and any money in my account will be locked for 180 days. This is unfair and I was given no reason other than what seems to be because my mother was sending me large amounts of money to cover my expenses. This is unfair and I want my account reopened or at least release my money now '' then the company responded " Company 's Response On XX/XX/XXXX, you created a PayPal account ( Account ) at which time you agreed to PayPal 's user agreement ( User Agreement ). In order to prevent fraud and help ensure the safety of the PayPal system, PayPal routinely reviews account activity. On XX/XX/XXXX, we carefully considered a number of factors that, when viewed together, indicated there was a high level of risk associated with your Account. As a result, we decided to cease offering our services to you as permitted under the Restricted Activities & Holds section of the User Agreement. We notified you of this action through email the same day. Per the aforementioned section of the User Agreement, Our decision about holds, limitations and reserves may be based on confidential criteria that are essential to our management of risk and the protection of PayPal, our customers and/or service providers. We may use proprietary fraud and risk modeling when assessing the risk associated with your PayPal account. In addition, we may be restricted by regulation or a governmental authority from disclosing certain information to you about such decisions. We have no obligation to disclose the details of our risk management or security procedures to you. Pursuant to the abovementioned section of the User Agreement, PayPal may hold your Account balance for up to 180 days, if reasonably needed, to protect against the risk of liability and refuse to provide PayPal services to you in the future. We will make any remaining funds, less reversals, available to you on or before XX/XX/XXXX. ATTACHMENTS CFPB Response - XXXX XXXX XXXX ) .pdf ( 66.7 KB ) ' it has been XX/XX/XXXX already and paypal has not released my money and i can't get through to them
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter dated XX/XX/2020 from XXXX XXXX , XXXX stating I had a negative PayPal balance of {$6600.00}. I do not have a PayPal account. I have never had a PayPal account. The debt claim is fradulent.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent money unknowingly to an account in XXXX! Scam for XXXX dollars. PayPal will not refund my money!
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A