Date Received: 2021-05-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a dormant Paypal account since XXXX, I never had a business and it was largely used to make safe online purchases. XX/XX/XXXX : I logged onto my PayPal account to check my credit account on XX/XX/XXXX. To my surprise there was nearly {$25000.00} as 'money in '. Looking through the transactions, there were multiple deposits from a " XXXX XXXX '' and subsequent withdrawals in small increments onto a debit card ( VISA ending in XXXX, which is not my card ). ( See document 0 and summary of charges document 0A ). Near XX/XX/XXXX, there are similar deposits from a XXXX XXXX however I changed my password before any withdrawals could be made. Later on, those two deposits were charged back. I deleted this card ( VISA XXXX ) out of my account ( see document 1 ). I disputed multiple problems via the website including additions of email addresses, physical addresses and phone numbers off of my account. Furthermore, I checked my email why I was not informed on this. I saw that all the email notifications were sent to trash via an automatic filter ( someone had my email login ). XX/XX/XXXX, XXXX XXXX, XXXX : I disputed all the withdrawals from my account on the debit card through the online app, and within a few days every single dispute was denied and I was given a generic email stating " The transactions are consistent with your paypal activity. ( see document 2 ) XX/XX/XXXX Then, about a week later " XXXX XXXX '' disputed the deposits he made to my account and Paypal left a ( approximately ) {$19000.00} debt on my account as unauthroized use. ( see document 3 ) I called Paypal ( XX/XX/XXXX, unfortunately did not think to get representatives name/ID ). When they went through they mentioned that there were numerous IP addresses being used to make these deposits and transfers. Furthermore they noted someone had added their own address/email to my account ( which I had deleted earlier, however they have access to see all of it XXXX. She appealed the denials and opened the case. The very next day I got all denials to the appeal. ( see document 4 with case update and subsequent denials ). XX/XX/XXXX : representative name : XXXX ( case : XXXX ) I called back ( 2nd time ) and spoke with another person and had similar conversation as with the first, and again was told it would be reviewed. When I checked PayPal, the case was closed despite XXXX telling me there would be a manual review. I never got an email confirmation. ( see document 5 XXXX XX/XX/XXXX : representative ; XXXX ( supervisor, reference number XXXX ) I called back ( 3rd time ) and again discussed the case. After some review, the initial representative told me because the case was appealed twice there was nothing they could do and I could report to local law office. I demanded to speak with a supervisor, which I was eventually transferred to ( XXXX ). The supervisor saw the inconsistencies and yet again sent it to the 'back room for manual review. I did get an email confirmation this time however. I also emailed XXXX per their instruction to get further information on the denial documentation, they responded XX/XX/XXXX stating that the IP addresses were consistent with my activity ; however I have explained over and over that this is likely a spoofed IP address. ( See document 7 and 7a ) XX/XX/XXXX : representative : XXXX XXXX reference XXXX ) I called back ( 4th time ) and spoke with another supervisor who tried appealing the case in a different manner. The next day I got an email that some of the transactions were reversed and I did see that in my Paypal ( about {$5000.00} refunded ), however there was still about {$14000.00} which was negative. I figured they were working the transactions one by one and it would take time. ( See document 8 ) XX/XX/XXXX On XX/XX/XXXX, I got yet another generic email that the transactions are consistent with my account ; however, they still refunded part of the fraud. ( see document 9 ) I call again ( 5th call ) and ask to be transferred directly to supervisor : XXXX XXXX Case ID XXXX ). Initially, she tells me that the case was manually reviewed and was denied. I then ask that if it was denied, how can they reverse {$5000.00} of transactions Im disputing and deny the other {$14000.00} which is transferred to the exact same debit card. Then I went through the entire story again. She saw the IP addresses, the new numbers/addresses on my account and again went through all the transactions in question with me. She also found that XXXX XXXX PayPal account was compromised and therefore the chargeback was from his bank. So the cyber criminal has to be a 3rd party ( besides me or XXXX XXXX XXXX. She opened/appealed the case again. She told me she will put detailed notes for the manual review. Upon seeing the documentation, there is no information on it. ( see document 10 ) I also asked if she can see what bank and what name the debit card ( ending in XXXX ) is from. She states the card is under my name - XXXX XXXX and is from XXXX XXXX XXXX based in XXXX XXXX, CA XXXX. She said because the card was under my name, the transactions were likely closed as authorized. I called XXXX bank on XX/XX/XXXX and told them the situation, they had no accounts with my name or social security number. XX/XX/XXXX I get an email at about XXXX that they tried to call me to get information they needed but were not able to reach me ( See document 11 ). I checked my phone logs and did not see any calls from Paypal or the usual XXXX area code that Paypal calls from. Furthermore, the bottom of the email goes on to say If you're unhappy with a particular purchase, we encourage you to work with the seller to find a resolution. This has nothing to do with my case and makes it seem like the auditor had no idea what it is regarding. XXXX, XXXX I call Paypal ( 6th call ) and get in touch with XXXX. I go through the story again. He tells me the reason all the charges were not reversed was because the initial person XXXX XXXX XXXX only put a few of the transactions on the report. I offered to go through each transaction number and he obliged. He stated he had every transaction that was under VISA-6768 and it was reported. He also asked me about bank account ending it XXXX. I told him that is my account and those transactions were valid. He gave me a case ID : XXXX A few minutes later ( after we hung up ), I get an email that the case was to dispute a withdrawal into my bank account ( ending in XXXX ). There was no information on the 14 transaction IDs that I told him to report. ( See document 12 ) Within minutes, I called customer support again. I eventually get to a supervisor XXXX XXXX, employee ID XXXX ). I go through the story of what just happened with XXXX. She gets condescending with me and tells me my appeal has been disputed multiple times and that means I am wrong. I asked multiple representatives to speak with XXXX again, however they refused to give me his ID number or a call back from him. FRAUDULENT TRANSACTION ID 'S : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Closing statements : Through the above detail, it is apparent there is serious lack of communication within the PayPal dispute/resolution department. Despite multiple attempts to rectify the problem from the beginning, they continue to close the case with little explanation or reason. This is a severe disadvantage to me, the consumer, as I have no way to physically see or present evidence in front of an auditor ( and they do not allow any discussion with the dispute team which makes decisions XXXX. I have been told my representatives there is nothing else we can do and then a supervisor is still able to open an appeal, only to be followed with a generic response and closure of case. Furthermore, at one point there is partial resolution ( Refunding of about {$5000.00} - which means they realized there was fraudulent activity ), all fees ( {$70.00} ) and then the rest denied ( possibly transfer of case from one person to another ). Even more concerning is the conversation/lack of resolution with XXXX on XX/XX/XXXX. I spent nearly an hour on the phone and went through each transaction. He even reversed the Paypal fees right in front of my eyes and then in the end reported an AUTHORIZED transfer I had made to my bank account ( not the debit card ). They tell me that because the IP addresses used during withdrawals are consistent with my IP address use, they are denying it. However I have explained over and over again I do not own a debit card ending in XXXX from XXXX bank XXXX and I have also verified with the bank there is no such account under my name ). In my opinion I feel Paypal should verify if this account is mine themselves, however no one has offered this solution. I have had greater and greater difficulty with resolving this situation as the more times it gets appealed, the more difficult they make it for me. I reported that VISA-6768 which has withdrawn all the funds is not my account since XX/XX/XXXX however they continue to hold me accountable. In my last attempt to rectify the situation, I have also sent this information to their CFO, CEO, claims department and service department. I do not feel I can get any more resolution through their claims department and am therefore asking for your help.
Company Response:
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 around XXXX central, my PayPal account was illegally accessed, and all of my savings were converted to USD from BTC. The perpetrator ( s ) then transferred the funds to another account of mine that was hacked as well on XXXX XXXX. The perpetrator ( s ) also attempted to siphon two payments from two other hacked PayPal users, under the guise of my identity. The two individuals received their funds back, but I have not. PayPal appears to have done an improper investigation, and has barred me from services, and most importantly, has frozen my account for up to 6 months, including my social security. PayPal does not acknowledge the events as fraudulent, and has instead punished me, the primary victim. Not only have I lost my savings, but my social security check for XXXX is being withheld from me, and that is a hindrance to my survival. Again, I have done nothing wrong. Someone usurped my account, and successfully attempted to profit from illegal gains. I trusted PayPal ; they have mishandled my funds, refused to acknowledge what occurred, and left me with the damages of a crime. I am XXXX, they have not reimbursed for the theft, and they are currently withholding my social security for no apparent reason. There has been no further illegal activity, aside from this atrocity.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I registered with PayPal for a personal account approximately 3 years ago. I have used this account for making purchases and selling products. I have sold only one product, ( Air purifier ), I believe only three times over the past two years. I started a home XXXX about three years ago and I was in the process of building it up when COVID-19 hit which made it very hard to do business. I recently started working my business again and sold one product, ( air purifier ), one time. Then, for no reason, on XXXX XX/XX/2021, I received the following email from PayPal : You can no longer do business with PayPal After a review of your account activity, we've determined that you're in violation of PayPal 's Acceptable Use Policy. As a result, your account has been permanently limited and you won't be able to conduct any further business using PayPal. This is permitted under the PayPal User Agreement sections Restricted Activities and Actions We May Take. You must remove all references to PayPal from your website ( s ) and/or auction ( s ), including removing PayPal as a payment option, the PayPal logo, and the PayPal shopping cart. If you have funds in your PayPal balance, we'll hold it up for 180 days. These funds may be used to satisfy any obligations you may have under the User Agreement and Acceptable Use Policy, including potential liabilities to third parties and to PayPal for each violation of the Acceptable Use Policy, including monetary damages. After that period, we'll email you with information on how to access any remaining funds. If there are chargebacks that result in your account balance falling below XXXX you will need to settle the amount owed to PayPal to avoid further action. Customers who are permanently limited for violating the Acceptable Use Policy are not permitted to use PayPal services and are not permitted to open new or additional PayPal accounts. You can find the complete the PayPal Acceptable Use Policy by clicking Legal at the bottom of any PayPal page. We regret any inconvenience this XXXX cause. After receiving this message, I immediately called PayPal customer service to ask why this is occurring and what is the supposed violation of PayPal 's Acceptable Use Policy. They said they don't have that information and I needed to send an email to XXXX. On XXXX XX/XX/2021 I sent the following message : Sir/Ma'am, I need your help. I received a message stating, " You can no longer do business with PayPal '' and then I called your CS. All they could tell me is that I am being accused of selling something in violation of your policy. The only item I have ever sold via PayPal is an Air Purifier. I reviewed the PayPal policy concerning this matter, and Air Purifiers are not mentioned as prohibited products. For this reason, I am confused. Very respectfully, can someone please explain the details of that violation? I looked at everything on my invoices and I don't at all see what is in violation. There must be some kind of mistake or misunderstanding. Everything on any of my invoices that XXXX be in question can absolutely be backed up, proven, and supported with legal documentation. Ref ID - XXXX Respectfully, As of XXXX XX/XX/2021, I have received no response of any kind concerning this matter. I called PayPal customer service again for status and this time they are telling me I am permanently no longer able to do business with PayPal, period. They will not give me any information that supports, backs up, or validates any form of a violation whatsoever. They are accusing me of violating PayPal 's Acceptable Use Policy. but they are refusing to provide me with any proof or evidence of any kind nor are they even telling me the nature of the violation. So, I went through their policy with a fine-tooth comb, and then I looked at all my transactions in my PayPal account, also with a fine-tooth comb, and could not find anything that comes even close to a violation. I have a very long honest and trustworthy record of service for over XXXX years in the XXXX XXXX and as a XXXX XXXX XXXX. Accusing someone of wrongdoing without providing the full reason, nor any proof or evidence of the alleged violation is unacceptable. At the same time, I am not able to do sales transactions because my business and advertising strategies are set up using PayPal for certain business transactions. I am sure there must be some kind of mistake or misunderstanding, or there is something very shady going on. Either way, if they refuse to tell me what the violation is nor provide any type of evidence nor proof of the violation, this in itself is a violation of being innocent until proven guilty. Please ask them to provide the violation and the supporting evidence. If the evidence is fabricated, I will know that as well because I have made copies of everything in my PayPal account. Thank you for your help in this matter.
Company Response:
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal closed my account for no reason and will not help me with getting it back up and going, and they sent the money that was in my balance to PayPal correction I am not sure if this is some mistake as I assume it has to be I have not been able to get help from them for months but i remembered I could file a report on here as I feel they are not doing their job properly and it is effecting me a great deal as I used Paypal quite frequently. My email linked to my paypal is XXXX XXXX
Company Response:
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Paypal closed my account for no reason and will not help me with getting it back up and going, I am not sure if this is some mistake as I assume it has to be I have not been able to get help from them for months but i remembered I could file a report on here as I feel they are not doing their job properly and it is effecting me a great deal as I used Paypal quite frequently. My email linked to my paypal is XXXX XXXX
Company Response:
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: PayPal has placed a random and unnecessary limitation on my account stopping up my daily business. Insubordination by representative, XXXX, at PayPal ... agent claims that he sent a message to operations claiming that I will not submit requested photo ID to verify account exposing personal information and risk. Customer will not be treated unequally to any other PayPal customer who is not required to upload personal photo identification. Allegedly and according to agent XXXX, this limitation stems from a dispute through XXXX in XX/XX/2021, and evidently PayPal lacks communication skills in order to obtain dispute resolution records with their partner in crime, XXXX. This was the exact message from PayPal upon limiting my account. " We need some info from you We noticed that there were some changes to your account activity. To understand this better, we will require some information from you. Until we receive your information, some features in your account will be limited. You'll be able to regain access to these features once you provide the information we've requested. If you're unable to submit the required information by XX/XX/2021 or if we notice additional changes in your account activity, your access will be further limited. Reference ID : XXXX Well start our review after you have completed all of the below required tasks. ''
Company Response:
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: XXXX XXXX XXXX has contacted me about having to collect a debt with the amount of {$1100.00} ( I think thats how much ) from PayPal. They said that I stopped using the PayPal account since XXXX - XXXX of 2020 and the purchaser never collected the debt. HOWEVER, I never arranged or bought anything on PayPal nor do I know how to do that. I havent accessed my account since I discovered not to long ago that it was an act of FRAUD. Whoever has purchase the funds to the debt has either hacked my account or has been impersonating me into the negotiations of the debt that I am getting ACCUSED FOR. Either or I have never authorized a purchase with any consumers of the PayPal industry. Please contact me furthermore about the standing investigation of this incident.
Company Response:
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: PayPal closed my account for no reason and will not help me with getting it back up and going. I am not sure if this is some mistake as I assume it has to be. I have not been able to get help from them for months. even worse, their phone support doesn't work since at least XX/XX/2020 ( maybe more ) and they even removed any option that allows me to contact them via message. In other words, I'm unable to talk to anybody from that paypal office ( for the last 6 months ). You can try calling paypal at this number and see for yourself ... XXXX please call this number and you'll see how the system will hang up on you saying that because of covid they can't pick up a phone I am amazed that a company of this caliber can be unreachable for that long ... ( I will also attach a screenshot of the options I have in my paypal account where you will clearly see that there is no option to message them ) I just remembered I could file a report on here as I feel they are not doing their job properly and it is effecting me a great deal as I used PayPal quite frequently. I have employees who have families and I need to be able to support them financially. This unfair decision puts their livelihood during a very tough time for people all over the world Here is an exact explanation of what happened ( will attach supporting documents too ) Complete video explanation provided to paypal ( no response from them ) : https : XXXX Summary : 1. I asked my client to pay me for marketing services because their accounting were 6 months late 2. Instead of using the payment details that were listed in the billing information of my partner account, they manually sent the payment to my email address ( only used for email communications with partners ) 3. This email address XXXX is NOT used in any paypal account and is NOT meant to be used to receive any sort of payment 4. I received a notification from paypal to accept the funds ( attached in the ticket ) 5. When I clicked on accept the money, I was asked if I wanted to use an existing account so that I wouldnt have to create a new one 6. For convenience purposes, I decided to log in to my existing paypal account and link the payment so that I could retrieve it there 7. Right after this my account was suspended and the funds were locked My email linked to my PayPal is : XXXX Please understand that all I did was to click on accept the money to receive my funds. The sender used the wrong email and again this email is NOT designed to be used for any transaction purpose whatsoever. I have even tried to remove it from the account because it has nothing to do there. I just added it as a one-off to receive my funds. This will seriously impact my business if I dont get my account back. I come in good faith and I honestly didnt have any malicious intentions or anything like this. I would be very grateful if you could please re-instate my account and allow me to conduct my business. Ive had this account for more than 6 years and never had a single problem because everything I do there is transparent and legitimate. I am as transparent as possible : I showed you my emails to the client, the payment notification that followed and even my communication with them afterwards. I come in good faith and I can assure you that there never was any malicious intent or anything on my end I will attach a copy of the notification I received to retrieve the funds sent by my client. This is an email coming from paypal directly
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I used my paypal account in XX/XX/2020 to sell some goods and services, and then in XXXX of paypal, my account was frozen for no reason. Then I was asked to wait 180 days before I could get back the funds in the account. I have been waiting for the information to be retrieved, but when I logged in to my account, I found that on XX/XX/XXXX, Paypal transferred about XXXX USD in my account without my consent for no reason. It didn't give me any reason. I sent a message to paypal, but I didn't get any reply. This is not what PayPal does for me alone, PayPal often does this. I think paypal is a robbery, he is stealing money from his users. please help me.
Company Response:
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I sold some trading cards to a reputable store, they sent me the money I was owed via PayPal, upon receiving the funds In my PayPal account I got sent an email saying I can no longer do business with PayPal and that they will be holding my PayPal balance for 180 days. Ive purchased items with PayPal and have sold items with PayPal, never had any problems before and have done nothing wrong, I am confused and have tried getting in contact with PayPal numerous times on the phone but I just get fed generic response after generic response. When I ask to speak to a supervisor I get placed on hold for hours and no one ever answers me. This has to be some kind of mistake as I have done nothing wrong to my knowledge to justify them holding my funds for 180 days. My PayPal email is XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A