Date Received: 2020-11-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I attempted to make a {$1100.00} transfer to my grandson using PayPal. In order for the transaction to be completed, he needed to access his PayPal account. When he attempted to access his PayPal account, it opened to the following message - " We noticed some unusual activity ''. Activities for the account was then locked, except for PayPal 's process to " secure '' the account. The secure process required three pieces of information. One, the users email address on file when the Pay Pal account was opened, two, the account users cell phone number on file with Pay Pal, and three, the account users credit card number on file with PayPal. The problem arose because two of the three required pieces of information were not current i.e., the cell phone number on file was from a previous phone that had been long ago disconnected and the email on file had not been used for a long period of time and hence cancelled by XXXX. When the " secure process '' was attempted using the credit card number, the card number checked out, but the secure process required additional steps that required the phone number and/or the email address. Once input, a text or email would have been sent to the disconnected cell or deactivated email account to unlock the PayPal account. Since this was not possible and the transaction could not be completed with my Grandson, PayPal was holding the money. I contacted PayPal using the phone number they provided. I was referred back to the website account by a machine. No human contact can be made. I then filed a dispute. The dispute was denied because " the transaction was processed correctly ''. I again filed a follow-up dispute emphasizing that the transaction was processed, but could not be completed, again I was denied. I then sent a letter and was again denied on the same grounds. The money is in my Grandson 's account of which he can not get into as a result of the discontinued email and cell phone number and we can't talk to anyone to help him reactivate his account.
Company Response:
State: CA
Zip: 93638
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a PayPal account. I had a balance of {$290.00}. On XXXX XXXX, 2020, I logged in to the account to transfer the money to my bank account. The money was gone. I contacted PayPal. They stated I had transferred the money to a VISA card ending in XXXX. I contacted them again advising I did not transfer the money and did not have a card, VISA or any other type, ending in XXXX. PayPal has continued to insist that I transferred the funds. Upon further investigating. my PayPal account showed a phone number XXXX. I XX/XX/XXXXthe number and it showed it belongs to a XXXX XXXX in California. I do not know this person nor have had any contact with them. Also, the recording at PayPal said I needed to verify a XXXX email address. I do not have a XXXX email address. I had one approximately 20 years ago. I use XXXX and XXXX mail now. I contacted PayPal again with this information and they still insisted that I transferred the money. I sent two letters dated XXXX XXXX, 2020, mailed XXXX XXXX, 2020 and delivered XXXX XXXX, 2020, at XXXX XXXX. As of today, PayPal has not sent the information concerning the unauthorized transaction. This is an unauthorized transaction or identity theft. PayPal has been uncooperative. I would appreciate any assistance you can provide. I filed a complaint with the XXXX yesterday. I plan on filing a police report, a complaint with the Attorney General Offices for XX/XX/XXXXand XX/XX/XXXX, XX/XX/XXXX and any other agency that can assist me. Please help. I did not authorize the transfer. This is an unauthorized transfer and/or identify theft. Someone has my personal information and I need to know so I can prevent further theft.
Company Response:
State: TN
Zip: 37412
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Paypal has placed a limitations on my paypal account with no explanation as to what I did or might have done. I can not send or receive money permanently. I received an email on XX/XX/20 saying that I can not use paypal anymore. Period. I can not answer the email. I called an associate and they say they can not or will not help me, nor can they say what the problem is. They have a resolution department which I can not contact. If I click on that, I simply get a message saying that I can not use paypal anymore with no steps as to what I can do to get limitations removed. The associate gave me an email address to use, compliance.paypal.com. I sent an email and was simply told that there are steps to resolve the problem. They told me to go to paypal, help and resolution. Right back where I started. They say, and give me a link to contact customer service, and the link takes me right back to the problem I am having with absolutely no way to contact customer service. My rights have been violated. There is no way I can see to contact them with a track to resolving this dispute. I have been cutoff completely. In 180 days I can back any money I have in my paypal account but I have none. That is not the point. I can no longer receive or send money. I have sent money for 2 reasons, send money to my family and order from XXXX none of which violates anything. I have been wronged. Any more steps I can take?
Company Response:
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: On Sunday XX/XX/2020 I received a text message on my phone stating that I had sent a payment of {$2400.00} to a person by the name of XXXX XXXX which I do not know. I logged in to my PayPal account right after the text and sure enough, there was an unauthorized money transfer. The person who hacked my account changed my chase credit card which is my preferred method of payment to my XXXX XXXX XXXX card to transfer himself the money. I reported the fraudulent activity & unauthorized transaction to PayPal right away. A case was opened, however, PayPal kept stating that the fraud committed on my account was NOT unauthorized when in fact it was. Two never seen before credit cards XXXX XXXX & XXXX XXXX XXXX were also added to my account, still PayPal refuses to help me with this fraud. I have been a PayPal customer for 15+ years and PayPal has failed to help me with this matter. I filed a complaint with my bank plus processed a stop payment on the money transfer even though the money had already been deducted from my bank account. At this point, PayPal was no longer of help and has declined and closed my case three times and I had exhausted my appeals. Instead of PayPal performing a more deeply investigation they kept saying the transfer appeared to had come from me. I was stressing out all this time so decided to report this with your agency and hope you can step in and get to the bottom of this fraud. PayPal has now locked my PayPal account because a stop payment was issued. I have reported my bad experience to the PayPal Manger email address ; XXXX XXXX XXXX and also to the president and CEO of PayPal XXXX XXXX ; XXXX with NO luck. PayPal refuses to help customers during a serious fraud like this one.
Company Response:
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have been trying for 4 months to close my Paypal account and the company refuses to close it. I do not want the Paypal account in question open, nor do I want it associated with my name. Please assist me in getting this account closed.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: I seen a XXXX on XXXX XXXX & turned out to be a scam. I sent the money to him and still havent received anything
Company Response:
State: NV
Zip: 89106
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have an account with PayPal. I signed up for PayPal as they promised that my online purchases would be safer and more secure using them rather than sharing credit card information on various internet sites. I had them linked to my bank, and I also kept a separate balance in my PayPal account since I sometimes used the PayPal debit card to complete my purchases. On or around XX/XX/2020, I tried to place an order online using the said card, which was declined. This appeared odd to me since I knew that there was close to {$200.00} in the account itself last I had checked. I looked at my billing and found at least XXXX fraudulent charges on my XXXX account, linked to my Paypal account. I called XXXX immediately to report these false transactions on XX/XX/2020. On XX/XX/2020, I received an email from XXXX, denying all of my disputes. Oddly enough, though, they had refunded one of these transactions. I then called PayPal to dispute these same items since I believed it was their job to protect consumers against fraud, and they could dispute the charges with XXXX. They took less than 24 hours to deny these same claims as being " ineligible '' for a refund because I had a billing agreement with XXXX. Thus, no investigation was performed. As one representative told me after I expressed my belief that " fraudulent charges '' were not covered in my agreement with either XXXX or PayPal, " it's your own fault for connecting your XXXX account to PayPal. '' My understanding was that Paypal strongly encourages you to do just that. In any case, after denials by both companies ( and no reason at all given by XXXX XXXX, I looked at my XXXX billing statement and found evidence to the contrary. Every dispute, including some matters I had not disputed at all, were shown as refunded. I took screenshots of every transaction, attached below, and sent these to XXXX and Paypal. XXXX promised me they would get to the bottom of the issue and figure out what was going on. Finally, today, XX/XX/XXXX, I received a phone call from XXXX, letting me know the exact problem and Paypal 's fault. XXXX, in fact, HAD slated these items for a refund. But, because I went to Paypal, which apparently was a mistake, they were waiting for Paypal to file disputes on these items. They never did since they had already decided that the billing agreement trumped everything else and had never placed a claim with Paypal. My understanding of Paypal is that they are only a fiduciary and are supposed to dispute items for me, not perform their own internal examination and decide my claim was not worthy of being disputed. The current state of the issue is this : ( a ) XXXX is ready to refund my money but needs Paypal to dispute the items ; ( b ) Paypal refuses to dispute the items after deciding that they were not covered and thus, will not contact XXXX ; ( c ) Paypal is supposed to allow customers to escalate their disputes into claims if the dispute is filed within 15 days of the charge. I tried to escalate my dispute, but PayPal closed my dispute, giving me absolutely no way to escalate, re-dispute, etc. I wish I had never gone to Paypal initially, but XXXX did not exactly help by immediately denying the claims without reason. All I know is that I'm currently XXXX and really could use the {$130.00} back that XXXX agrees is owed to me. How is PayPal, serving as a fiduciary, only, and allegedly " on my side, '' get to decide whether or not they will investigate fraud? I have no idea how to handle this situation other than filing a suit against both companies.
Company Response:
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2020-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Other service problem
Subissue:
Consumer Complaint: About Paypal XXXX XXXX XXXX XXXX XXXX XXXX, California XXXX I can not access my account because of Paypal 's requirement that I enter my Mobile phone number. 1 ) I do not have a Mobile phone number 2 ) They refuse to recognize my Landline phone 3 ) Their human customer service is NOT accessible by phone
Company Response:
State: NJ
Zip: 08807
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi, I am contacting you all because I recently come across an issue with paypal. On XX/XX/2020 PUA ( pandemic unemployment assistance ) deposited {$18000.00}. The reason being was due to back pay. I woke up the next morning to find my account was automatically on a limitation. So I did what they asked of me and sent in the right documents which was my ID and social I believe and not even 30mins later they sent me a email stating my account was permanently limited and they have to withhold the money for a period of 180 days. Immediately I contacted them but no one was answering the phone and also I kept getting automatic machine. So I took different route and emailed them about it and the first two representative were'nt helpful sending me automated responses. Eventually i called back and spoke to representative and ask to appeal the discussion because I could'nt online and one the other representatives told me to call in and appeal the matter. Well I got denied for an appeal. They told me that because they already made a decision there was no one i can speak to or no way i can appeal the decision. Instantly I became frustrated and very upset as I sent in all the right documents to them, had to wait days to get incontact with someone and still no help or an option for an appeal. He then said you dont have to wait for the full 180 days call back after 30 days and I can get the fund released. So today XX/XX/2020 I called paypal back to see if they can release the funds and they told me they can't. I asked why and told them about the conversation I had with the last representative and the man i spoke to today said that was false information and theres nothing they can do. At this point I'm becoming more frustrated, more stressed out, but through this whole experience it has made me more XXXX. I'm attending XXXX XXXX this year and I could not find a descent job that will help me finicaly but also work with my school schedule. And with COVID-19 going on its even more harder. So I applied for PUA and got accepted as I was laid off from my previous job when the corona hit. When I got accepted I was feeling a little less stressed because I would be able to pay for schooling and help provide food and any other assistance for my family. But paypal has made that all difficult for me and not only has it affected me but also affected my family as well. Just getting that response today has sent me into XXXX and XXXX. I want to excel in school and not have to make the descision to drop out this year and start all over next year. I don't want my family struggling anymore and the money i recieved will help a lot with those matters but paypal insist on telling me lies and giving me a hard time. The only reason why I used paypal in the beggining was because my sister uses it and said she had no issues. I'm beyond frustrated but more importantly beyond hopeless. I did nothing wrong with my account except open it and try to use it and they closed it with no proper explanation or no proper appeal process. I'm asking you to please take in consideration of my horrible experience, claim and help me out. I really want continue with school and just have some of this weight lifted from myself and my family. Paypal is not trying to help me in anyway nor are they trying to hear me out and allow me to speak to anyone higher. They are just being rude, inaccurate with information and also difficult. I have no other options at this time to solve this matter so I'm begging you to help me out with resolving this matter. Thank you
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have a Venmo account. I transferred {$100.00} to my niece XXXX XXXX onto her Venmo card but after trying for several days to access the funds, she got frustrated and asked Venmo to return the funds to me. I requested Venmo to return my funds but they are saying they need access to her username something that I do not have since its her personal information. I can easily access her details on the XXXX app while on the Venmo App. by simply typing in her name. How is it that I can access her details and they can't?
Company Response:
State: CA
Zip: 95348
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A