Date Received: 2020-04-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: I tried to use PayPal 's friend money-transfer service several times to send {$200.00} to a family member. I sent one payment on XX/XX/XXXX that I immediately cancelled bc I input the wrong email address. Even though I tried to cancel the payment and my PayPal account shows the payment was refunded. I was not actually refunded the money to my bank account. PayPal never sent the money back. The same day, I resent {$200.00} to the correct email address. However, when this family member tried to access the payment on their account, it shows an error message on their end. This means that the person has not received the payment, and I am not able to cancel it on my end ( it does not give me a cancel option ). This means that PayPal has taken 2 x {$200.00} transactions out of my bank account but has not refunded or actually transferred the money to my family member. I've tried calling them ( their customer service line is closed, per their automated message ), I've tried messaging them online through their help center ( not working ), I've tried contacting them on social media ( no response ). I don't know what else to do. At this point I just need to be refunded for both {$200.00} charges since this money was not actually sent to my family member.
Company Response:
State: TX
Zip: 76107
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2019, I sent a transfer of {$1100.00} to an acquaintance. The screen prior to confirming the transfer stated that " You'll send {$1100.00} USD '', " You'll pay {$1100.00} USD '', and " [ acquaintance email ] will receive {$1100.00} USD ''. Therefore I expected the recipient to receive the full amount, but in fact he had a significant amount deducted before receiving the transfer. It is unreasonable to claim specifically that the recipient will receive a certain amount and then take a fee such that he doesn't in fact receive that amount.
Company Response:
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I received {$64.00} in a transfer to my Paypal account. I had previously filed a complaint through my credit card ( XXXX ) for an item I'd paid for via Paypal - that complaint with XXXX was resolved. Paypal will not let me access my account funds. It advises that I need to upload XXXX statements and bank statements and utlity bills to prove my identity, and I have tried to do so MULTIPLE TIMES, but it will not let me upload them. They are all in PDF, all fit the size constraints.
Company Response:
State: UT
Zip: 84109
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 a person going by the name of XXXX XXXX posted pictures of puppies on a XXXX group that I am a member of. She claimed to have three XXXX puppies for sell. I messaged her that morning at XXXX requesting information about the puppies. She was asking {$500.00} each for the puppies. She claimed to be in XXXX, TX. She said I would have to put {$200.00} down to hold the puppy for me. She asked me to categorize the payment made under friends and family to avoid her having to pay the fee to receive the money, I would be the one to pay it. I agreed and send the money. We were supposed to meet the following Tuesday for me to pay the remaining {$300.00} and to receive the puppy from her. She have me the email address XXXX for the PayPal account. On XX/XX/XXXX when I text her letting her know I was about to be on my way to meet her she did not respond. She then blocked me from being about to message her. I contacted the administrators of the XXXX page. They were unable to contact her. That same day, I filed a complaint with PayPal to stop the payment. The administrator of the page let me know that other people in that group were also scammed in the same way with the same post.
Company Response:
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was selling products through XXXX and Paypal for my XXXX XXXX XXXX. I started selling XX/XX/2020 and on Friday was hit with an account hold where my {$6000.00} in funds from sold items was held because they said I violated " User Agreement ''. I read the terms and didn't see anything I did that violated that. I sold some items, but all were okay with XXXX and everyone was previously listed on XXXX by someone else with no problems. Paypal is holding my {$6000.00} for 180 days at least, and won't return my messages and won't call me even though I've requested it. As a new XXXX I really could use this money, I don't believe I did anything wrong at all. Their resolution center just said there's suspicious activity so they shut me down. To top it off I have items now that I'm getting negative reviews on because people won auctions but can't pay for their items.
Company Response:
State: NE
Zip: 687XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I sold a guitar and issued an invoice through PayPal, which was promptly paid by the client. What PayPal didn't tell me was how their fee structure worked at any point during the invoicing process. I figured I would get some kind of breakdown if any fees were to be involved. I'm sure it was buried in the terms and conditions somewhere. I issue and invoice for {$1800.00} and boom, {$79.00} in fees. I'm somewhat upset, but I can deal with it. PayPal stated up front that it would take up to 21 days for my funds to be available, unless I provided them with tracking information. Upon XXXX delivery I'm supposed to get my funds within 1 day. I don't know about PayPal world, but on planet Earth, 1 day = 24 hours. 24 hours after confirmed delivery by XXXX and my funds are still on hold. No humans to talk to on the robot phone line. Sitting in an online support chat window that states " The estimated response time is a few hours. '' I'm sitting here wondering, what the heck did I pay {$79.00} for? There's no service available to respond to what feels like a real issue. The federal government sent me a check for {$2900.00} in stimulus money for having three pulses in the house, but I can't get PayPal to deposit money in my bank account for doing ACTUAL WORK. Other consumers need to be aware ... I'm sure PayPal is busy figuring out how to scrape the maximum amount of interest off of an interest free loan from an ordinary consumer.
Company Response:
State: TN
Zip: 37659
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On Thursday XX/XX/2020 I made a domestic transfer to PayPal. PayPal promises a transfer based on your banks process between 3-5 business Days. My bank posted the transfer transaction on XX/XX/2020. PayPal however held those funds for extra periods of time instead of releasing the transfer to me, intentionally. It is now XX/XX/2020 and the funds have not been released.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: PayPal issued me a business credit card without my permission. A notice was sent to my email that an " opt out '' should occur. However, I feel credit cards should be an explicit " opt in '' and not an opt out as most consumer privacy laws. Without this opt out, a physical card with active credit limit was mailed to my household. The card was cancelled through PayPal, but customer service was unreachable by phone and did not respond to my request to know how or why the card was sent in the first place.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020, I used a credit card via the PayPal service to settle an invoice with a merchant. The merchant confirmed that the invoice total of {$260.00} was paid in full. On XX/XX/2020, I received an email from PayPal with the subject line " Your bank declined your electronic funds transfer '' and a message stating that " We will automatically re-attempt this transfer in 3 business days. '' As a result of the action, I was charged a {$29.00} non-sufficient fund ( NSF ) fee. On XX/XX/2020, I reached out to PayPal requesting a halt to the transfer re-attempt, and made a second payment via credit card for the same amount. On XX/XX/2020, PayPal repeated the action, leading to another NSF charge. I eventually opened a ticket with PayPal on the issue, which was eventually closed without any acknowledgement of the unauthorized transfer. On that date, the credit card that was tendered for the transaction was debited. PayPal argued that since I had done business with the merchant in the past, the attempts to transfer funds from the checking account were valid. At no point did I authorize PayPal to debit funds from any other source besides credit cards for this transaction, and now I have been financially harmed by the reckless behavior of PayPal.
Company Response:
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I am not sure if I am in the right category .... But here is what happened. I. Complaint 1 : Opening an Unauthorized PayPal Cash Plus Account, which Generated an Over {$3000.00} balance in the negative I had a PayPal account since XXXX. I was never aware that a PayPal Cash Plus account was opened for me by PayPal. PayPal can not tell me when the account was opened exactly and gives totally contradictory and conflicting information. One representative writes that the PayPal Cash Plus account was opened sometimes when I accepted a payment an kept it in PayPal Balance. Another PayPal representative writes that it was just a " re-branding '' and no new account was opened ... So it's confusing how and when the account was opened. I contacted PayPal again. I was told the account was opened for me without any affirmative actions taken by me and it was opened for me ( re-branded by existing account for me ) due to Federal Regulations, which required the change. Allegedly PayPal sent me an email, sometimes between XX/XX/XXXX and XXXX, XXXX informing me about the change, which " officially went into affect on XX/XX/XXXX ''. PayPal can not send me a copy of the email, any application, confirmation of acceptance, or contract regarding the terms and condition of my alleged PayPal Cash Plus Account, yet PayPal insist that the PayPal Cash Plus Account terms and conditions are binding on me. PayPal stated " you did not have to apply. It was a rebranding based on if we had confirmed your identity already or not. It didn't change anything about your account beyond how we speak to your balance. It is now referred to as a Cash Plus Balance. Beyond that one change, nothing was changed. '' " It isn't a brand new account. Think of it like a store that goes through a remodel. Fresh coat of paint and it's like a new store ''. Yet another representative stated " PayPal Cash accounts are for customers who wish to keep money in PayPal [ so it's not rebranding the already existing PayPal account ]. Customers using PayPal Cash accounts will have access to basic balance functionality, including the ability to shop with balance, send money to friends and family using balance, receive money into balance, and set up a Money Pool. PayPal Cash Plus accounts are eligible for additional features like the PayPal Cash Mastercard, receiving paychecks via direct deposit, and setting organization tools like Goals. This was a change that happened to all PayPal accounts as there was a new regulations set by the government that we ill need these type of accounts to maintain a balance. '' Another PayPal rep said " The PayPal Cash account was created when a payment was received and the money was accepted and the option to keep the money in PayPal was chosen instead of transferring it a bank '' ( PayPal can not give me a date when did this allegedly happen ). On PayPal 's own website, PayPal states " Personal PayPal account holders also have the ability to get a PayPal Cash Plus account. You can get a PayPal Cash Plus account by applying for or enrolling in any of the features or products below : *Get the PayPal Cash Card Debit Mastercard ( or the PayPal Business Debit Mastercard ) ; *Set up direct deposit to automatically add pay checks to balance ; *Set up Goals to manage money being held '' So it's neither rebranding, nor something you can accidentally create by keeping a balance on you PayPal account, but something you have to apply for by any of the three listed acts ... Yet, PayPal insist : " I have repeatedly informed you that I can not re-send an email from over a year ago. Your Cash Plus account was not " created '', it was changed just given a new name based on the level of identity confirmation that you had completed ''. I am confused if I should be guided by PayPal 's statement to the public posted on PayPal 's website, but the facts are the followings none the less. I, admittedly, have never enrolled or applied for PayPal Cash Plus account. I, admittedly, do not have a PayPal Cash Card Debit Mastercard. I, admittedly, do not have a direct deposit to automatically add pay checks to balance. I, admittedly, did not set up Goals to manage money being held. Yet, I have a PayPal Cash Plus account. I do not have a contract, yet PayPal insist that I am bind by the user agreement of a service I have never applied for and PayPal can not even resend me the alleged email, which triggered ( in one version of PayPal ) the opening of the PayPal Cash Plus account or pinpoint the transaction ( another version of PayPal ) through which I have created the PayPal Cash Plus account. There seemed to be a consensus that I have never applied to open the PayPal Cash Plus account. Now, this mysteriously opened PayPal Cash Plus account has an over {$3000.00} negative balance. The PayPal Cash Plus account allegedly serves as a " balance '' account. To use PayPal 's rep own words " PayPal Cash accounts are for customers who wish to keep money in PayPal. Customers using PayPal Cash accounts will have access to basic balance functionality, including the ability to shop with balance, send money to friends and family using balance, receive money into balance, and set up a Money Pool ''. Yet, there was a bill submitted by XXXX ( I don't have an XXXX account and PayPal is a spinoff company of XXXX ), which bill was paid by PayPal immediately, without my consent, even though there was {$0.00} balance on by PayPal account and/or PayPal Cash Plus Account and none of the backup payment sources had sufficient funds to cover XXXX 's alleged bill. None the less, PayPal approved the transaction. My PayPal Cash Plus account ( for which I have never applied, enrolled, etc. and was allegedly created for me for the sole purpose to keep positive balance on it which then I can use for different purposes ) has now a negative balance of over {$3000.00}. II. Complaint 2 : Unauthorized Collection Practices. When I wanted to dispute the charge, PayPal told me that " On XX/XX/XXXX XXXX billed you for the {$3200.00} refund through a billing agreement set up with XXXX on XX/XX/XXXX. '' PayPal is not a collection company for XXXX. XXXX has to verify the charge. I do not have an XXXX account, hence I can not have a " billing agreement '' with XXXX. If XXXX can not validate the charge and I dispute the charge, PayPal should refund me the disputed amount and charge it only after validation or after a valid judgment by XXXX against me regarding the dispute. Further, and once again, I allegedly had a " balance '' account with PayPal, which was " automatically '' created for by by " rebranding '' my existing PayPal personal account and could not have had a negative balance. PayPal should have refused the XXXX 's charge request as there was no money neither on my PayPal personal account, nor on my PayPal Cash Plus account, nor on any of the funding sources associated with my account. How can I have a credit account with a negative balance with PayPal when I never applied for such? How can I have a negative balance on a bill I dispute and never authorized? I don't thing that was CFPB 's requirement with what PayPal just complied with ... .. Moreover, before the account went into negative balance, I discovered that there was an " auto-pay '' authorization for XXXX in my PayPal account ( among with other XXXX XXXX companies, such as XXXX, XXXX, XXXX, etc. ). I don't recall creating any of these so called " autopay '' intentionally and not sure how they are created but let 's not get into that. Anyway, as soon I discovered XXXX listed on " autopay '' I removed XXXX. At the time there was no charge by XXXX on my account. PayPal later claimed that the charge came before the " autopay '' removal ( even though it did not appear on my account ). Nonetheless, the " autopay '' assumes automatic payments of valid charges. This is not the case here. Again, PayPal is not ( or at least not supposed to be ) the collection company for XXXX. When XXXX can not validate a charge and I dispute the charge, it should be denied until final dispute resolution between the alleged creditor and the alleged debtor. PayPal also argue that the charge was as a result of XXXX 's resolution in favor of buyer, but again, ( 1 ) I do not have an XXXX account ; ( 2 ) I did not agree to XXXX 's dispute resolution procedures ; ( 3 ) I did not agree to accept XXXX 's " fact findings '' and I did not waived my Constitutional right to a jury trial in case of a civil dispute ; ( 4 ) there is no agreement between XXXX and me in any matter in any manner ; ( 5 ) I do not agree that XXXX can bill me directly in case XXXX finds in buyer 's favor in a transaction I am not a part of ; ( 6 ) there is no billing or any other kind of agreement between XXXX and me so XXXX can not just " bill '' me ; ( 7 ) I am the sole owner of my PayPal account ; ( 8 ) there is no judgment or arbitration award against me in connection with any claimed debt I allegedly owe to XXXX ; ( 9 ) there no judgment or arbitration award which would state the amount I allegedly owe to XXXX ; ( 10 ) there is no levy order by a Court with competent jurisdiction, which would authorize PayPal to accept the charge as valid over my objection ; ( 11 ) there is no levy order by a Court with competent jurisdiction which would authorize PayPal to withdraw or withheld money without my authorization from any of my accounts ; ( 12 ) PayPal is my financial company, owes me fiduciary duties, not to XXXX. PayPal can not just deduct, pardon me, create an account for me in order to enable PayPal to approve an unauthorized XXXX charge. To add insult to injury, initially I was told that I can not even dispute the charge ( later I was allowed to file a dispute which was decided in less than 24 hours in XXXX 's favor ). Last but not least, Pay Pal stated to at least another PayPal account holder who opened the account in XXXX ( information can be provided to CFPB upon request ) that opening PayPal Cash or PayPal Cash account is not automatic and that one has to apply for a card and that card has to be linked to the person 's PayPal account in order to open a PayPal Cash Plus account. I believe CFPB should investigate this matter as ( 1 ) PayPal attempts to validate its unlawful actions ( opening PayPal Cash Plus accounts to existing users without the existing user 's knowledge or agreement and then bend and twist the facts to serve PayPal purposes, including but not limited to misstate the scope and purposes of a PayPal Cash Plus balance account ) citing CFPB 's regulations as cause ; ( 2 ) PayPal is not a collection company for XXXX, thus should not act like one, especially when a debt verification is requested by PayPal 's own customer. The charge was either an unauthorized charge, thus XXXX should prove it's validity ( assuming that PayPal is my financial institution ) or the PayPal customer should at least have a right for debt verification ( assuming that PayPal is XXXX 's collection agency ). PayPal admittedly ( confirmed it in writing ) did not even contact XXXX regarding the transaction. Neither to validate the alleged charge nor to validate the alleged debt.
Company Response:
State: CA
Zip: 91325
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A