Date Received: 2021-07-14
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I discovered unauthorized transactions posted to my PayPal account on the morning of XX/XX/2021. There were two ( 2 ) transactions, one in the amount of {$100.00}, and a second in the amount of {$700.00}, made to the same party. These were in the form of a direct ACH transfer from the checking account connected to my PayPal account. I promptly reported these unauthorized transactions to PayPal using their reporting mechanism on the same day. PayPal replied within a few hours with a message stating : " We've completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. Based on our review, we found this transaction is consistent with your PayPal payment history. '' I immediately followed up by replying to the email address specified for submitting appeals, and have not received a response. I would also like to note that PayPal always sends a confirmation email after each transaction. I received no such emails for these transactions. I also have multi-factor authentication enabled for my account and use best practices for passwords. These facts lead me to believe that this fraud occurred from WITHIN PayPal.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
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 purchased items from a merchant, XXXX, using my XXXX XXXX card through PayPal. I did not receive the items from the merchant. I filed a dispute with my credit card XXXX XXXX and they with held payment. I finally received my items from the merchant and notified XXXX XXXX. XXXX XXXX advised they closed the dispute, and gave the money back to PayPal to pay the merchant. I contacted PayPal who advised they did not receive the money from XXXX XXXX. I ended up paying the merchant using a credit card outside of the PayPal platform. I contacted XXXX XXXX again, and filed a complaint through this agency Consumer Financial Protection Bureau. XXXX XXXX advised they did release the money to PayPal. I have spoken with multiple PayPal Representatives who have told me that XXXX XXXX issued a provisional payment to PayPal and they can not release the money for 75 days, due to the fact that XXXX XXXX can take the payment back. I contacted XXXX XXXX and they advised differently. I don't know who is telling the truth and who is lying, but I hope you can help me get the {$180.00} from either XXXX XXXX XXXX PayPal. I have been trying to resolve this since XX/XX/2021.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: 5 unauthorized transactions were made on my account and when I contacted the company they sAID I HAD A contract?? with the place that the transactions were made and to contact them. However i did not and you can not contact the company as they refer you back to an account a person would have with them and I do not use this company.
Company Response:
State: NJ
Zip: 087XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
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 made a couple of one-time purchases for digital items in the App store using Paypal on my daughter 's phone. Without my permission, Paypal added her device as a " known device, '' allowing her to rack up hundreds of dollars in charges without my permission. I use Paypal when making purchases for my children, so I will have to enter a password, and they can't unknowing buying things with the scan of a face ID. I have contacted PayPal in writing, on the phone, and by chat, and I can not get an answer from them that is actually specific to my actual situation. The resopnces I have gotten range from " we can have canceled the subscription '' to " I have purchased undisputed on that device before ''. I can not get PayPal to provide me anything showing when they started associating my daughter 's phone with my Paypal account to bypass the password. I can not get a response as to why they did not send me any emails or notifications that an additional device would be allowed to make purchases using my Paypal account without entering the password.
Company Response:
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal limited/locked my account with a balance of {$3100.00} for over 180 days and then sent an email that I can withdraw the pending balance. I contacted PayPal customer support about the issue and they claim to have lifted the limit, but it's a lie. On XX/XX/2021, I unsuccessfully tried to withdraw the amount, getting an error that my account still has issue.
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021, I sent my son {$400.00} through PayPal but his account is closed and I didn't know. I tried to get monies back from Paypal but was told through online chat there's nothing they can do. I looked for a phone number through XXXX to talk to someone and encounter a scammer, he asked to take control my phone for identify verification, but had over {$900.00} stolen ( which my bank refunded ). I closed my PayPal account after that But I am still out {$400.00} which PayPal has, PLEASE HELP ME The money has to be there because the account that my son used is closed
Company Response:
State: VA
Zip: 23505
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a PayPal bank account I used this PayPal bank account to receive unemployment payments to this account I was approved for unemployment benefits they backdated the payments I got a total of nearly XXXX dollars I received it in my PayPal account but when I went to go put gas in my account was on hold, I call PayPal after finding out my account was shut. The lady on the phone from PayPal was extremely rude and said that PayPal was going to hold the unemployment benefits for 180 days before releasing the funds back to me so I asked to talk to a supervisor she said I'm not gon na get one he's gon na say the same thing I got upset and hung up the phone. they closed my account permanently and said I was not able to get my money back for 180 days 6 months I'm on the verge of not being able to pay more bills I can barley support my self let alone my kid and I'm getting so much help from so many people with heroes food or diapers exctedra
Company Response:
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received an email from Paypal at XXXX XXXX ( ET ) indicating that a purchase was made in the amount of {$1400.00} at XXXX through my XXXX XXXX card, which is linked to my Paypal account. Knowing that I have not made a purchase at XXXX since XX/XX/XXXX ( which was in store with a visa card ), I immediately logged into my Paypal account to see the transaction. I called Paypal to alert them to the fraudulent charge at XXXX XXXX. They immediately entered it into the system as fraud and provided a claim number. I explicitly asked them what the next steps are and if I needed to also contact XXXX XXXX, since the charge was attempted on the credit card through Paypal. I was told by the Paypal employee to next contact XXXX XXXX to alert them. Following their instructions, I next called to talk to an XXXX XXXX agent at XXXX XXXX, filing the charge as fraudulent. They could see a pending charge for a portion of the funds ( the purchase on Paypal said a small charge would first be placed on my credit card to verify funds to cover the purchase ). XXXX XXXX deemed the charge as fraudulent. They put a stop to the charge ( which was in process, not yet posted ), canceled my credit card, and issued a replacement card ( which was delivered the next day on XX/XX/XXXX ). I received an email notification from Paypal on XX/XX/XXXX saying that they could no longer investigate the claim because it was also being investigated by XXXX XXXX. I was on vacation through XX/XX/XXXX and was not able to contact Paypal to inquire about this email until I returned on XX/XX/XXXX. This morning XXXX XX/XX/XXXX XXXX, I logged into my Paypal account around XXXX XXXX, where I noticed my balance was {$0.00} instead of the expected {$1400.00}. I called Paypal at XXXX XXXX and spoke to a male representative ( after waiting on hold for nearly 25 minutes ) who told me that because the claim also went through XXXX XXXX, I can only recover {$86.00} XXXX the amount attempted to be charged to that card ). The remaining balance of {$1400.00} was taken out of my Paypal account. The Paypal rep said that money is not recoverable. I asked to speak to a supervisor, and I was hung up on during the transfer. I then called XXXX XXXX. The representative said that what Paypal was saying made no sense and that I should not be liable for the fraud. He requested permission to stay on the line while I call Paypal back so he can ask them a few questions to help me recover the money. Together, we waited nearly 30 minutes and finally were connected with another Paypal representative. She put us on hold to pull up my account, and again disconnected us. We then had to call back a third time, waiting another 30+ minutes ( at this point, across the three calls, I was on hold for over an hour and a half ). I finally got someone who explained to us that there was nothing she could do except try to escalate to the dispute team. We told her that they can go back and listen to the recording from XX/XX/XXXX in which Paypal advised I contact XXXX XXXX. That this issue was caused by them but they are unwilling to get me my money back. She still said there was nothing they could do. I then requested to speak to a supervisor. After an hour and 20 minutes, the XXXX XXXX rep and I were still on hold to reach a supervisor. During that time, I called XXXX at XXXX XXXX to see if there was anything they could do. I provided them with the transaction information. XXXX confirmed that it was a fraudulent purchase and that the scammer tried to change the shipping address but was denied due to XXXX deeming the purchase as fraud. XXXX suggested that I contact the banking institute to resolve the charges. This brought me back full circle to Paypal. At this point, I had spoken to no less than 5 people over a continuous period of 5 hours. Mind you, the XXXX XXXX agent and I were still on hold on the other line with Paypal. He and I determined that that point that the best would be to hang up, and I would try to call Paypal back again. I then hung up the hold with Paypal, assuming that after nearly an hour and a half, no one would answer. I called the customer service line ( again ) at XXXX XXXX and was on hold ( again ) for over an hour and 20 minutes. I finally reached a supervisor at Paypal named XXXX who told me there was nothing he could do to help me recover my funds. He advised that I sue Paypal/take them to small claims court to get my money back. I couldn't believe he suggested I sue his own company. When I repeated that back to him ( wait, so you, an employee at Paypal, suggest I sue your company?! ), he stumbled, retracted, and said that I should do what I think is necessary to get my money back. At this point, I have lost over 6 hours of my day and am still out {$1400.00} because someone hacked my account to make a fraudulent purchase. I then asked XXXX to confirm that all phone calls are recorded by their systems. He confirmed that yes, all calls are recorded. I asked him to please go back and find the XX/XX/XXXX phone call where his staff was the one who caused this whole problem. He then put me on hold ( about 30 minutes ) and told me that he could not find the recording. This seemed rather convenient that they claim that they have lost the proof that their own staff were the cause of this issue, causing me to lose {$1400.00}, which was stolen from my account. I am beyond disgusted at the hoops I have to jump through to get my money back. If necessary, I plan to pursue legal action, report them, and contact the news. I would appreciate any help I can get so that I do not lose money stolen from me.
Company Response:
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I have had an ongoing issue with logging into Venmo, even though the login information has been correct. Despite resetting my password many times, this continued to happen. On XX/XX/2021, I contacted Venmo customer service through their website to advise them of the problem and request help ( filename : Can't log in - Venmo.htm ). They advised me to reset my password, which I did, to no avail. On XX/XX/2021, I received an email from Venmo stating that my account was frozen due to " recent activity that triggered some security alerts. '' No further information was provided ( filename : Your Venmo account has been temporarily restricted.pdf ). The Venmo app stated that my account was frozen due to violations of their Acceptable Use Policy, which I read and understand deals with crime and fraud, so I took this to mean that Venmo was accusing either me, or someone who had accessed my account, of a crime. I contacted Venmo but they would not reveal what activity had taken place on my account, who may have initiated this activity, or whether my account was safe. After not being able to resolve this issue, I notified Venmo that I would be filing a complaint, although I mistaken thought that the correct agency to file with was the FTC XXXX filename : Your recent Venmo request.pdf ). At this point, Venmo began to interact with me through email more consistently XXXX XX/XX/2021 ). I repeatedly requested they disclose the activity perpetrated on my account and whether my information was safe. During this exchange, I became frustrated, and then angry, which led me to use profanity and sarcasm in my emails. I understand that this may have contributed to Venmo 's refusal to assist me ; however, I was very clear in what I was requesting from them. The last email I received from Venmo indicated that they would no longer respond to my requests for assistance ( filename : [ Venmo ] Recent Activity on Your Account - Venmo.htm ). As of today XXXX XX/XX/2021 XXXX, Venmo has still not disclosed whether my account was hacked, if I am currently at risk, what activity occurred, or any useful information to put my mind at ease.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: After changing email address in my XXXX account, out of nowhere they decided to permanently limit my account. This has to be a mistake. If this is not a mistake, then I would have to talk to my lawyer to remedy this situation. Please take a look into my account and sort this out as soon as possible.
Company Response:
State: TX
Zip: 75006
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A