Date Received: 2023-04-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: Beginning shortly after XXXX my account with XXXX, which is the account through which Im paid by my employer, XXXX XXXX, was hacked. Apparently, though I did not know it at the time, XXXX uses XXXX to transfer money into bank accounts. XXXX was hacked very badly in XXXX and billions of passwords and login information were stolen. My husband was hit pretty hard by people trying to use his XXXX XXXX card number for amounts like XXXX at a clip and from places all over the world. XXXX XXXX took care of all of this, and my XXXX was not out any money. I have now had XXXX stolen from me through this XXXX hacking from my XXXX account where I am paid earned income by my employer. They hacked into my email and read every word from XXXX until I dropped out of XXXX on XXXX XX/XX/2023. The hackers created and sent us fake XXXX emails that were fashioned after the usual ones we would receive each time there was any activity in our account. We even noticed other phishing emails during the turn of the year ( XXXX ), during the same time that they were siphoning money from my XXXX account. Due to the holidays and family illnesses, we did not catch on to this until around XXXX. I made phone calls to XXXX, but it has been pretty much a useless waste of time since whoever Im speaking to appears to be in another country and doesnt know much of anything about any questions that I ask. I appealed to one of my bosses in XXXX XXXX, XXXX XXXX, who oversees accounts at XXXX. He has been very helpful, and he has reached out to XXXX repeatedly. I am including some of these emails between the two of us in the supporting documentation. Please excuse any redundancy which is the nature of email streams. XXXX XXXX has a phone number for XXXX where he doesnt have to wait for an hour and a half ( as I have ) before he can talk to someone, since he is XXXX client. XXXX business, XXXX XXXX is a very large company. However, even when he put in phone calls, he would still have to wait for a return call. We have been working on this together since XX/XX/XXXX. We have gotten very little information or help from XXXX. It seems that they are just stalling and making things complicated. Finally, in XXXX of this year they informed him that I should go on their website and register a complaint there. I did this and all that was available was an online chat where I chatted online with a person, or a robot named XXXX on XX/XX/2023. He/she told me that I would have to go to the local police and have them fill out a form whereby the officers name badge, number, location, etc. would be sent to an email address at PayPal. That email address is : XXXX I had already filed a police report earlier, on XX/XX/2023, and an officer came out and took information from me, made a report, and was to turn it over to the detective division, but nobody ever followed up on that. When I called the supervisor of the officer who came to my house to investigate this theft, he said there was absolutely nothing that the local police could do. He said that I must take it to a XXXX agency and suggested the Consumer Protection Bureau and also the XXXX. I am starting here with the Consumer Protection Bureau. XXXX and XXXX have been of no help and seem to just be in a delaying mode. I also contacted the XXXX Department at XXXX since this is elder abuse. They told me the same thing that the local police told me. I did inquire as to whether XXXX had any insurance to cover such situations as did XXXX XXXX who covered my husbands hacking incidents -those couldve been a huge loss, had XXXX XXXX not taken care of it. I was told by someone I was speaking to on the phone at XXXX that they had no insurance whatsoever for such cases as this and that I could only regain these lost funds if they were found by their fraud division and returned to me. Their Fraud Division had done nothing as far as I know. To my knowledge, they have not instigated any sort of fraud investigation, although they claimed that they had. They said that they closed the investigation after sending me an email asking for more information and that since they did not receive a response, they closed the investigation. I never received any such email and in fact, we called in our XXXX consultants to ensure we didnt somehow miss these very important emails. Our XXXX Consultants did a special search to track down any pertinent emails from the last XXXX days. They found nothing of any significance and certainly nothing about a fraud investigation being undertaken, nor about them dropping the investigation due to not hearing back from me. There were no emails directed to us at our email address. Subsequently I was able, through XXXX XXXX at XXXX XXXX XXXX to get some emails that we never received, but that were sent directly to him, not to me. Neither these, nor the emails our XXXX consultant retrieved, had any information concerning a XXXX investigation. There is no evidence that XXXX has acknowledged that fraud has occurred to me until the XXXX of XXXX when I did the online chat. Their only response was to acknowledge the chat and say theyd get back to me, and as of now, Ive heard nothing. All of this you will be able to see in the attached corroborating information. Also, within the emails that are attached, relating primarily to correspondence between me and XXXX XXXX XXXX XXXX, XXXX, you will find the police report I filed with the local police office here. Hyperwallet is apparently part of PayPal. I would have thought a company as big as Paypal that big would have insurance to cover such an event. But the person I spoke to on the phone when I called XXXX insisted they had no insurance whatsoever. Also included in the supporting documents is 1. ) An example of a XXXX XXXX XXXX response regarding payments and one of the phishing ones sent by the hackers. 2. ) A breakdown of the payments that went into bank accounts other than my own and the actual statements from Paylution that show the last XXXX digits of the XXXX bank accounts XXXX deposited money into that should have gone to my bank. 3. ) When XXXX noticed that there were other bank accounts the money was going into, they assumed I was breaking their rules. Apparently, it didnt occur to them that I was being hacked. They then froze my account, so that I couldnt have access to my account to get the necessary information regarding the deposits made to other banks. I had to jump through hoops with them to prove my identity so I could get back into my account to retrieve the necessary information. So here we are, more than three months after I began trying to get a fraud investigation underway, and nothing has happened as far as Ive been informed. 4. ) I also went to my banker, XXXX XXXX, at XXXX, who called the actual bank ( a XXXX XXXX in another country ) that my {XXXX went into illegally on XX/XX/2023. The bank he called was very willing to help and felt bad about this, but they could do nothing without having the full bank account numbers and all I had was the last four digits. 5. ) Honestly, XXXX has made me feel more like the criminal than the victim.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I used PayPal to make installments to an organization throughout XX/XX/2023 for a retreat that was supposed to take place the final weekend of XX/XX/2023. On XX/XX/2023 the organization notified me that they were canceling the retreat and refunding all payments made for the retreat costs. I tracked the refunds and after I received only two emails confirming refunds, out of the four payments that I had made and on the fifth business day ( XX/XX/2023 ) I only received one refund ; I called PayPal to inquire where was the other refund that I had received a notice about and where was the notice for the other two payments. The representative that I spoke with repeatedly claimed that all refunds were pending and would be issued by end of business that day. Not only did this not happen, but I only received a notice for only one more refund and two of the three remaining refunds were not processed until XX/XX/2023. It has now been two weeks since the organization initiated the refunds and I still have not received the final refund. This is in spite of the representatives claims and outside of the terms according to PayPal. The funds were processed from my checking account so it is not an issue of refunding back to a source that could take up to 30 days.
Company Response:
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Dear Sir/Madam, I am writing to you with regards to a pressing matter concerning my PayPal accounts XXXX My name is XXXX XXXX, and in the year XXXX, I processed about XXXX USD. Unfortunately, due to the unprecedented circumstances surrounding Covid-19, I was unable to deliver some of my orders on time. As a result, I received complaints from some customers, which led to PayPal freezing my accounts. They stated that after 180 days, I would be able to withdraw the funds. After the 180-day period had passed, I checked my accounts, but there was no money in them. To my dismay, I discovered that PayPal had withdrawn all the funds to their accounts. Since then, I have been tirelessly trying to get in touch with PayPal, but to no avail. After contacting PayPal customer service for numerous times, I was eventually able to get an answer and it was the account has a negative balance because of a refund and now my account was with a collection company. I even received letters from this collection company based in XXXX XXXX. During my interactions with the customer service team, I have been informed that my account has been blocked due to a refund, and the account balance has been negative by {$130.00}. I want to clarify that I am not the reason for the negative balance in my account. I had over {$70000.00} USD in my account, and PayPal withdrew everything, which caused the negative balance. This was done by PayPal without my consent or knowledge. I have been asked by the customer service team to pay the negative balance to unlock my account and I can access the messages PayPal sends to me in regards to the issue, However, I am not in a position to pay that balance as all the money withdrawn by PayPal was from my credit cards, which are now maxed out and over limit. Most of the money invested in the business was from my credit cards. Now I am left with thousands of dollars in debt and having a hard time supporting my immediate family, including my XXXX child, my wife, and my elderly parents. I am writing to you today in the hope that you can assist me in resolving this matter. I would be grateful for any help that you can provide in retrieving my funds. Thank you for your understanding and prompt attention to this matter. Sincerely, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, Id like to first state how PayPals customer service is the worse of the worst Ive ever experienced. To say the least is quite an understatement. The agents are rude and dismissive with no integrity whatsoever. This issue is in reference to ( ID - XXXX ). On XX/XX/XXXX I received a message from XXXX XXXX stating why there was a permanent limitation placed on my account. Which states there was a high level of risk associated with my account, specifically, a history of sending and receiving payments from another PayPal account in my name. Yes, that is correct. When did it become an issue to send money to myself in which I have been doing so for a little over 5 years now ( DUE TO MY CONVENIENCE WITH NO ISSUES UNTIL NOW ). Both accounts under XXXX and XXXX belong to me. One is used to send money and the other to make purchases. Upon the temporary limitation being placed on my account, I was asked to provide certain documents and an explanation on specific transactions and the reason given was very much clear. XXXX XXXX also states that PayPal reviewed my Account and determined they were unable to mitigate the risk associated with my Account and determined the explanation was not sufficient for my payment activity. I was personally sending money to myself. How else am I supposed to explain that and why is that an issue almost 6 years of doing so??? Seems like PayPal needed an excuse to permanent limit my account after they put a temporary limitation on it, also, after the confirmation of my identity. If me sending money to myself is the reason why my accounts has been suspended than that should have been stated in the very first few messages Ive received. Yet, instead Ive received different reasons concerning why my accounts has been permanent limited. To sum it upPayPal was not 100 % clear nor was there clear communication on their end of comprehension referring to the suspensions of my accounts. On both accounts Ive done absolutely nothing wrong that contributes to PayPals policy. I am very well aware of my rights and this is against the law. I have contacted my attorney, he also stated that there was absolutely nothing in the user agreement that qualifies for the limitation being put on both of my accounts. Ive already taking this matter to the small claims court, as I feel this issue has become inconvenient for me and has gone way further than needed. I would like both of my accounts reinstated. If my issue is not resolved I will be force to take this situation to the federal courthouse. XXXX XXXX
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX ) I bought a belt from a company- XXXX on XXXX on XX/XX/XXXX which was for {$85.00} XXXX ) They didnt send me the belt, I kept following up for a month where is my package but never received it. XXXX ) I asked the company to refund my amount as I havent received the product. They sent {$440.00} ( via PayPal ), which the seller company mentioned was a mistake. However, the belt was for {$85.00}. XXXX ) Yet, I transferred back the extra amount on XX/XX/XXXX which is {$330.00} ( After removing the cost of belt and PayPal fees ) via XXXX app ( since it was to XXXX account ) ( XXXX reference number : XXXX ). The company received the amount on XX/XX/XXXX. XXXX ) On XX/XX/XXXX, they filed dispute on my PayPal account. PayPal reached out to me regarding this dispute and I provided enough evidence that this is clearly a scam. However, on XX/XX/XXXX, Payal took out money {$420.00} from my account leaving my account in negative balance. XXXX ) I reached out to PayPal telling this is a scam from this company. However, they mentioned since the excess amount was returned from third party application, PayPal can not take any action on this transaction Please let me know if you need any of the evidence, I have secured all the images of conversation as well as transaction IDs.
Company Response:
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing to report a fraudulent transaction on my PayPal account that was closed by PayPal as ineligible for Purchase Protection. On XX/XX/2022, I reported a charge of XXXX XXXX to XXXX XXXX and requested a refund. However, PayPal closed the case without providing a refund or any explanation. As a consumer, I trusted a large multinational company like PayPal to protect me from fraudulent transactions. I never thought that something like this could happen to me. I made the payment to XXXX XXXX after seeing an advertisement on their website claiming to offer an easy and quick way to set up a corporation and rent it out. They even stated that PayPal payments were accepted, so I proceeded to make the payment without much suspicion. However, after receiving my payment, they demanded an additional payment of XXXX XXXX before proceeding with the corporation setup. I made the payment again, but ever since then, I have not been able to contact them. They keep asking me to go through an authentication process, but even after completing it, they keep asking me to do it again. I have not been able to contact them since XXXX, and I feel extremely frustrated and hopeless. I strongly believe that this transaction is fraudulent and that I have been unfairly treated by PayPal. I have provided PayPal with all the necessary documentation and information to support my claim, but they have failed to take any action. I am urging you to investigate this matter thoroughly and take appropriate action to prevent fraudulent transactions like this from happening to other consumers.
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: To Whom It May Concern, I am writing to file a formal complaint against PayPal regarding the permanent limitation of my account. On XX/XX/XXXX, I received a notification from PayPal stating that my account had been permanently limited due to a violation of their acceptable use terms. The notification referenced selling items, which was confusing because I have never used my PayPal account to sell anything. I have only used it to make purchases and send/receive payments from friends and family. I contacted PayPal and spoke to a supervisor who stated that they could not provide me with any information on the ban and that there was no appeal process. I find this unacceptable and unfair, especially since I have never had any issues with PayPal in over a decade of using their services. I was not notified of any suspicious activity beforehand, nor was I given the opportunity to appeal the decision. Additionally, none of my purchases have ever violated their acceptable use policy, as they are all from vendors who use and partner with PayPal. As a result of this permanent limitation, I am now unable to fulfill subscriptions and payments that I use to run my wife 's and my businesses. This has caused a significant disruption to our operations and has negatively impacted our income. I believe that PayPal 's actions violate the Consumer Financial Protection Act, and I request that the CFPB investigate this matter. I am requesting that PayPal immediately lift the permanent limitation on my account and provide me with a detailed explanation of the violation that allegedly occurred. I also request that PayPal establish a fair and transparent appeals process for customers who have been subjected to permanent limitations without notice or explanation. Thank you for your assistance in this matter.
Company Response:
State: NM
Zip: 87105
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Dear XXXX XXXX, I am writing this letter to appeal the permanent limitation on my PayPal account. I strongly believe that this limitation was placed on my account due to a mistake, and I would like to request that my case be re-investigated and my account be restored if possible. I have been a loyal PayPal customer for several years, and I have never violated any PayPal policy or engaged in any fraudulent activity. However, I was shocked to receive a notification stating that my account had been permanently limited. I believe this decision was made in error, and I would like to present my case for re-evaluation. I am confident that, upon review, it will become clear that there was no basis for this limitation. I would appreciate it if you could provide me with any specific details or reasons why my account has been permanently limited. I am confident that I can provide any necessary documentation or information to resolve this issue and restore my account. I kindly request that you reconsider your decision and restore my PayPal account to its full functionality. My email address associated with my PayPal account is XXXX Thank you for your time and consideration. I look forward to hearing from you soon. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Dear Customer Support, I am writing to appeal the permanent limitation on my PayPal account, which I believe was placed in error. My PayPal email address is XXXX. First and foremost, I would like to emphasize that I have not violated any of PayPal 's policies. I am a law-abiding citizen who has always used my PayPal account in accordance with the terms and conditions set forth by PayPal. Therefore, I believe that my account has been unjustly limited, and I respectfully request that PayPal re-evaluate my case. I would like to ask PayPal to conduct a thorough review of my account and transactions to verify that there have been no violations of PayPal 's policies. I am confident that upon review, it will become clear that there has been no misconduct on my part. If there are any discrepancies or misunderstandings, I would be more than happy to provide additional information or documentation to help clarify any issues. Furthermore, I would like to request that my account be restored if possible. I have been a loyal and active PayPal user for many years and rely on the platform for both personal and professional use. Losing access to my account has caused significant inconvenience and distress, and I would be grateful if PayPal could take this into consideration. I appreciate your time and consideration in this matter and hope that PayPal will re-evaluate my account and make a decision that is fair and just. Thank you for your attention to this matter. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 91331
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Dear Sir/Madam, I am writing to express my disappointment regarding the recent permanent limitation that was imposed on my PayPal account XXXX I strongly believe that this action was taken in error and I would like to appeal this decision. Firstly, I would like to emphasize that I have not violated any PayPal policies or terms of service. As a responsible user, I have always ensured that my account is in compliance with all applicable regulations and requirements. Therefore, I was surprised and shocked to learn that my account was permanently limited. Secondly, I would like to request that PayPal re-investigate my case and provide me with the opportunity to demonstrate that my account activity was legitimate and in accordance with PayPal policies. I would appreciate it if you could provide me with any information or evidence that led to this decision so that I can fully understand the situation. Thirdly, I would like to kindly request that my account be restored if it is found that the limitation was placed in error. I have been a loyal customer of PayPal for many years and have always trusted the service. It would be greatly appreciated if my account could be reinstated as soon as possible. Lastly, I would like to confirm that the email address associated with my account is XXXX. I hope this information will assist you in identifying my account and resolving this matter quickly. Thank you for taking the time to consider my appeal. I look forward to hearing back from you and resolving this issue as soon as possible. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 92395
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A