Date Received: 2023-03-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: Our company needs assistance from PayPal regarding their policies and transaction fees and, after numerous attempts to contact the company and resolve these issues directly, we are requesting the assistance of the CFPB as no other options remain. In the subsequent 3 paragraphs, I will describe the issues we need assistance. 1. What can a merchant do in an instance where a customer, immediately after paying for a PayPal invoice, changes their mind and wants a refund? The logical and easy solution would be to simply issue a full refund but, due to PayPal 's policies of not returning transaction fees, this can't be done. Someone has to lose out on those transaction fees and, especially for a company with larger orders, this is financially significant. Either we have to lose hundreds of dollars for a transaction which may have only been active for a few minutes or we have to give the customer a discounted refund which inevitably leads to problems and disputes. 2. Adjacent to the problem described in paragraph 1 is the issue where a merchant 's client pays for an invoice through PayPal but wants the products they ordered delivered do an address which is different from the address they put on the invoice. In this situation, if the merchant delivers to the address which was put on the invoice, but which the customer now does not want to deliver, the customer is upset. However, if the merchant delivers to an address which is not on the invoice, the merchant sets themself up to automatically lose in the case of a dispute. Again, if the merchant wants to issue a refund so that the invoice can be done again with the correct delivery address, someone ( the merchant or the customer ) automatically needs to lose out on transaction fees because PayPal doesn't refund transaction fees. Finally, addresses on invoices, per PayPal 's policies, can't be changed after the fact and our company has not been given to clear ( or any ) solutions as to how to handle these situations. 3. Is there a way, like with some other payment processors to authorize but not capture a PayPal payment? This way an order and payment could be completed sorted out and confirmed before the capture ( and therefore transaction fees ) would take place. Alternatively, if not, can we have our account configured to return transaction fees so that we are not losing money on transactions which need to be cancelled right away? Similarly, what would happen in a case where someone accidentally sends a payment to a merchant? Someone has to automatically lose transaction fees? Please assist us in getting competent guidance for these issues.
Company Response:
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I received an email purportedly from Paypal ( which I now believe to be a phishing email ) about a alleged purchase I made through the Paypal service using a credit card issued by XXXX XXXXXXXX. I called the number ( mistake number two on my part ) and an agent answered the phone as customer service and preceeded to help me. He said to go to a website ( XXXX ) and download their software so that he could remotely get into my PC, which I did. the next thing I know he said he removed the charge and replaced it with this charge : XX/XX/2023 PAYPAL XXXX {$820.00}. so I cancelled the credit card being used and replaced it with another as they said that they needed a way to reimburse me. As I talking with him I see the same ampoount charged to the new card, which I did not authorize. I then called XXXX XXXX to report both Frauds.I also called the corredt number for Paypal and put in a Fraud claim for both charges. I just received the following email from Paypal and you can see my reply to them. I called the number I have for the fake Paypal employees and the message said that the text-now user was unavailable. I called from another phone number I have and they answered and said that they were still wirking on my case and would let me know in XXXX hours. I threatened legal action if it was not resolved to my satisfaction. The number I have for the fake Paypal employees is XXXX and I have been speaking to XXXX ( I am sure not his real name ). Please help as I am a XXXX XXXX XXXX XXXX man and I also believe this is elder abuse. XXXX XXXX XXXX. Hello, XXXX XXXX PayPal An update about your case We've completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. You also previously appealed this case and it was denied. The appealed case ID is XXXX XXXX Based on our review, we found this transaction is consistent with your PayPal payment history. Based on our review, we found this transaction is consistent with your PayPal history. For more information about these cases, log in to your PayPal account and go to the XXXX XXXX. You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents or have further questions, please email XXXX. PayPal XXXX XXXX XXXX XXXX ( XXXX minutes ago ) to claimappeal I am not sure how you denied this claim, I did not authorize this charge, then I was scammed by two individuals pretending to be Paypal customer service representatives. They are using- a burner phone by a Text Now service, I am quite sure that Paypal would not use these two individuals. Further I have very rarely used Paypal and I did not in these two instances, ple-ase review it again and call the number I provided to your agent as the Paypal customer service XXXX and review the obvious phishing email I received that started this issue ( copy below ).
Company Response:
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: i have been using paypal for over 10 years with no issues, recently they came up with a new product called Paypal balance which is attached to a debit card and can transfer payments from checking or bank debit card. i also, noticed you can set it as a preferred method of payment which i did not as i have my credit card on my paypal account as my preferred method of payment and use the PP balance account and its attached debit card for ATM cash transactions only. on XX/XX/23 made a purchase transactions using paypal and based on my choice i expected the charge to hit my set preferred method of payment which is a credit card on my paypal account, instead and to my surprise i found out the hard way that money was deducted directly from PP balance account which has my cash set aside for emergencies and groceries when i tried to call paypal and told them that this is not right and they did not have my consent to withdraw from my cash account as i have not selected it for purchase transactions i was fed some mumbo jumbo jebrish talk that did not make any sense! it is the financial entity duty to be honest and candid with their customers and explain how products work in a simple way that the normal person can understand but still i think even with that and from a person who holds a grad degree i thought when i set my preferred payment to a XXXX then my cash account won't be touched
Company Response:
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I am disappointed with Paypal Resolution Center. I was misguided by a fraudulent website, XXXX XXXX XXXX XXXX ( XXXX ; XXXX ), to buy tickets ( XXXX USD $ and XXXX USD $ on XX/XX/XXXX ) for a XXXX show that will happen 6 months from now ( XX/XX/2023 ). I never received the tickets or any proof to download the tickets. I opened a claim ( case XXXX and XXXX ) and a dispute to XXXX XXXX XXXX at Paypal, and they denied it, saying that I received the XXXX, which is not the truth. I called them many times, trying to explain that I never received any ticket or any link to download them, and the Resolution Center is giving the reason to the seller. I need support to receive the money back ; thank you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear PayPal, I am writing in response to your CFPB complaint response XXXX : XXXX, please see my detail follow-up response below. On XX/XX/2023 I made a Complaint stated that PayPal placed a restriction on my PayPal account and that several PayPal accounts were fraudulently created using my identity without my authorization. I requested that PayPal investigate and restrict the allegedly fraudulent accounts, and restore full access to my PayPal account. On XX/XX/2023 I receive your response asking me to provide my copy of PHOTO ID to XXXX so that you can start your investigation. I have already sent out an email to you with my PHOTO ID attached and it's been 10 days, I have not received any updates neither a response from your team. This being said, I am filing a follow-up complaint to know about the root cause of the issue I stated in my previous CFPB complaint No : XXXX and expect a clean, transparent professional response with my issues resolved. Thank you!
Company Response:
State: TX
Zip: 77632
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My PayPal account was used for an unauthorized transaction of {$200.00}, as soon as I saw the transaction, I contacted PayPal and reported it. I opened a claim XXXX XXXX PayPal acknowledged the fact that the someone used my email and password associated with my PayPal account to checkout and pay for services. PayPal prompted me to change my password, and I did as requested, and they opened an investigation. After over a month of going back and forth, PayPal decided to pursue this investigation as order was not delivered, which wasn't the case here. They shared a tracking number for an order that was delivered to an address somewhere in XXXX to someone, although I clearly explained to them that this was unauthorized transaction, they purposefully or carelessly decided to pursue this case as order not received. They decided that given that an order was received, then there is no refund, and told me if you don't like this decision, submit a complaint. PayPal appears to be neglecting the fact that alleged order was delivered to someone that has nothing to do with me, and to an address that has nothing to do with where I live. I contacted them again to iterate the fact that they clearly didn't do their due diligence and they should have pursued this as unauthorized transaction and submitted another claim, eventually decided that no unauthorized transaction occurred and denied the claim again, even though the evidence is clearly obvious to you that someone has had access to my account, made an order and had it delivered to them. They came up with a bogus excuse that the account was used from a so called trusted IP address, but when I confronted them with more details, they didn't respond. I repeatedly explained to them it's unauthorized transaction the point of concern. PayPal is egregiously refusing to refund for a fraudulent transaction. PayPal team acknowledged the transaction was done by someone who had access to my email and password. They are implicitly accusing me of making something up because they say an order was delivered, regardless of how many times I tell them I had nothing to do with that order, as it clearly shows a different person and address associated with that order and tracking number. I contacted the claims appeal department repeatedly to ask them on what basis did they decide that the transaction was not " unauthorized '' but they neglect my emails. I am very disappointed with them, they didn't honor the zero liability protection and they just keep coming up with an excuse after another.
Company Response:
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: PayPal has for no reason decided to ban my account and is holding my funds unnecessarily. I received an email stating You can no longer do business with PayPal ( Ref ID - XXXX ) The money was transferred from a friend mine. PayPal has no reason to illegal hold my funds for their personal float and making money. I am entitled to the money transfer and my ban to be removed as I have not committed any violation of their laws and agreements
Company Response:
State: AL
Zip: 36695
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX XXXX XXXX sent me a letter for a PayPal debt of {$200.00}. I dont have a PayPal account and do not owe this debt. The phone numbers on the letter and on the companys website differ which seems fraudulent. I have been unable to reach someone to resolve this and this seems to be some sort of mail scam.
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX money transfer good and service. XXXX XXXX XXXX on XXXX &, XXXX filed a charge back for {$300.00}. On same day paypal charge me XXXX. I made many attempts to contact XXXX XXXX by mail and DM with no response.meanwhile I had fork out XXXX to clear my paypal account. I was told it would be 75 DAYS to hear back from his bank by then paypal would take care of it. The issue is I paid it and paypal received information back in XXXX XXXX. State the following : " After reviewing the info we received, we were unable to cover this payment and have debited {$200.00} USD from your PayPal balance. Well attempt to recover this amount from the buyers financial institution. If were able to recover the payment, the money will be credited back to your balance. It could take up to 75 days for us to get a resolution. '' XX/XX/XXXX I spoke with manager from paypal. I explain everything told today is 75th day to see if they close the matter but now they are saying other 180 days. I need it close so I can take legal action by it open there saying possible money will to be return to me from court point of view. I already paid it so should be close matter and bank already advise paypal in matter in XX/XX/XXXX. Secondly, does not take 75 days nor 180 days complete a chargeback. Any assistance in this matter would be helpfully. regards XXXX
Company Response:
State: ID
Zip: 83605
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I opened a PayPal account so my electric company could send me smart rewards every month. I also linked it to my checking account so I could transfer my balance periodically. PayPal verified my checking account and I transferred once or twice. I recently tried to transfer my balance and was alerted that my account had been limited. In order to resolve the limitation I am required to provide them a copy of a government ID with a photo, AND, verify my address, AND send them a copy of my bank statement. I think this is outrageous I see no reason they need that information, and am concerned about the security of having all that info on file. I called this morning and their customer service rep said I can not close my account while there is a balance ( I have {$20.00} credit ) and they will not allow me to transfer my credit until this is resolved ( ie : until I provide all the above information ). I don't care about the {$20.00}, but I do care about having a credit card and bank account information on file with them.
Company Response:
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A