Date Received: 2020-10-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: PayPal took money out of my collateral account instead of out of my PayPal credit card. I started calling Monday XXXX XXXX they say there is a 2-3 hr wait to send message or email. I did both, they did not contact me to yesterday XX/XX/XXXX via. XXXX msg! They did not address the issue At all just a form message.. In the interim my card was hacked. I continued to try to contact them about the hack now, same problem no phone support, Again a message via XXXX was sent Not addressing with issue. They took XXXX out of the wrong account. 4 full days and I still have not solved the {$61.00}. I contacted the company I Purchased from and they sent the payment as a credit card to PayPal. Now I took off a backup bank and another bank credit card because there is no response! And was hacked. I received a message that stated even though I deleted my bank and another backup credit card they will still take future payments out of those accounts ( I gave no authority to use deleted accounts ). I can not even close out this account because there is no phone, text, email or other way to contact them. As a side bar : they keep saying because of Covid long waits however every other credit card, bank service, companies et al say that but they all have employees working from home I know because I get service with all of them. And my niece works with XXXX XXXX and they have customer reps working from home. This last statement is just FYI not within complaint. Thanks.
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Paypal had a discrepancy between their records and what we were being told by Paypal 's representatives ( including the XXXX office ). The records were in direct conflict with the what were being told on three major points. We asked Paypal to explain this. After six months of avoiding our questions, ( the usual practice was to ask their own question in the response and then answer their own question ), Paypal decided to take action. They suspended our account for asking them to explain a problem we discovered. That was our great sin. Paypal feels that they are so big they don't have to explain anything, or they have something serious to hide. Either way, there needs to be an investigation into their practices. We am including an example of the question we asked. It concerns our account XXXX XXXX
Company Response:
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/20 someone used my Venmo account ( which is linked to my XXXX XXXX Account if there are no funds in Venmo ) to make an online purchase on XXXX which I did not authorize. I immediately let them know of this transaction being fraud and I was still charged for this transaction partially with funds from Venmo and the rest from XXXX XXXX. I disputed this with XXXX XXXX and they returned the money to my XXXX XXXX account so Venmo then charged me on XX/XX/20 to fund the full transaction again. This is highly unethical. I am very upset that they took money from my account to fund a fraudulent purchase which I told them I did not authorize as soon as I was alerted in my email. I have contacted venmo multiple times by phone, chat and email and they refuse to help. They keep circling around the issue and have denied my fraud claim once already. I have asked what information they obtained in their " investigation '' that led them to deny my claim and they have not given me any information at all. Venmo is not answering my phone calls and everytime I reach a rep through email or chat all they do is ask me to verify my identity and then they do NOTHING to investigate my claim or return my money.
Company Response:
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Problem with overdraft
Subissue: Overdraft charges
Consumer Complaint: Back on XX/XX/2020, I loaded {$200.00} on my paypal cash debit card and I purchased a room at the XXXX XXXX which charged me at about {$160.00} including a security deposit of {$50.00} which I was due to receive back after I left the hotel. This money was taking from my account as a pending charge which left me with the remaining. I made two other purchases after that which lefted me with a positive balance. Also on XX/XX/2020, I was robbed for my cell phone and my PayPal mobile App was compromised and the pass word was changed not enabling to get on the mobile app. I called customer service and was told that I had negative balance of {$48.00} which I didn't understand because PayPal doesn't allow you to overdraft your account because it's a prepaid card company that you have to put your own money on the card. My card became restricted due to this matter and I spoke to a PayPal agent about my concerns and I filed a dispute. I was given back a credit of {$50.00}, but was still responsible for the overdraft of {$48.00}. On XX/XX/2020, I spoke to another PayPal female agent to address this issue and we were on the phone for over an hour trying to figure out how I got into an overdraft in the first place and she couldn't figure out the answer and she told me that I had a balance of {$1.00} and change. This was after the {$50.00} was reimbursed from me from the hotel stay at the XXXX XXXX. She stated that she would connect me wit a PayPal specialist, but when she did no one ever came to the phone which didn't surprise me because PayPal has a practiced of using the excuse of low staff for not being able to speak to a consumer. I feel that I should have at {$50.00} in my account and the overdraft was an error on PayPal not me because I never purchased anything to be in an overdraft and if the person who had access to my mobile app shouldn't have been allow to overdraft my account because PayPal has overdraft protection and don't even allow consumers to overdraft on their prepaid cash debit card. So I am having a big issue with PayPal and feel that PayPal has unlawfully cheated me out my money
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: In XXXX I purchased furniture, from XXXX via PayPal. When the furniture was finally delivered, it was late and completely damaged beyond use. On XX/XX/2020, I filed a dispute with PayPal 's dispute resolution center and supplied PayPal with a XXXX receipt with the XXXX driver signing that the furniture was damaged, photos of the damaged furniture, and as per PayPals request, documentation from an independent appraiser stating as much. I have gone back and forth with PayPal for the last few months and all it has resulted in us them denying my claim 4 times. Their timeline of the dispute states that the case was resolved XXXX XXXX ( i.e. they closed the case again ) but it shows that as late as XX/XX/XXXX, they yet again changed the reason for doing so. First they stated I failed to provide sufficient documentation. I called and the rep told me that was an error because the appraisers note, although handwritten, had a letterhead and contact information. Nowhere in their written communication requesting action on my behalf to further my case did PayPal state that the appraiser, whom I paid for, needed to provide a typed document. They still denied my claim and when I called this time the rep told me the statement of damages was handwritten so they couldnt accept it, but she would reopen the case so I could provide a typed appraisal. I contacted the appraiser and obtained a typed appraisal on letter head as they requested only to receive another generic denial. Once again I called the company this time waiting for over an hour for a frustrated supervisor who again told me the same thing and reopened the case. Of course in a few days I received the identical automated generic rejection. Their customer service is outsourced and the individuals who answer your calls give inconsistent replies. You also are placed on hold for at least half an hour, which is a waste of my valuable time, and I have been repeatedly put through this process. The last rep told me she would contact the appraiser and get back to me the next day then rudely told me I can look for an alternative solution if I was unhappy with PayPal. I demanded to speak with a supervisor and waited over an hour only to have them tell me that they do not contact appraisers. He was obviously frustrated and provided limited help. Clearly their training is to give scripted responses and make empty promises to get you off the phone. Each time I have received a generic rejection response to my claims and after the last conversation I dont believe a human being even reviews the information they request. I have lost {$2900.00} to a scam company ; all this seems to be of no concern to PayPal. I am also out {$75.00} that I had to pay for the independent appraiser PayPal requested me to obtain. I will also need to pay to have the junk furniture removed from my garage. PayPal seems to be more interested in keeping merchants who have been reported to the XXXX than protecting their individual customers rights ; obviously we know who pays them more. I should not have to keep going back and forth with PayPal. PayPal makes themselves the intermediary in disputes with merchants. I am extremely frustrated and I feel scammed by both the merchant, XXXX and PayPal. I have used PayPal for several years and have only needed to use the Resolution Center twice ; obviously I am not the fraud here. I am skeptical that I will get my money back from PayPal or the merchant. I am so disgusted and disappointed that at a time like this companies are stealing from individuals. I will be closing my PayPal account and can only try and protect others by providing a warning and sharing my story. I am a part of a several social media groups and I was surprised that several people have had similar experiences. I wish someone had shared their story with me and so I am sharing mine hoping I can stop someone else from going through this.
Company Response:
State: MD
Zip: 21093
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I purchased something through a seller on XXXX XXXX but the whole transaction was made via paypal. I paid {$100.00} on a product using paypal, not knowing that the seller was a scammer and did not send me the product hence he got my money and his phone is no longer active. He stopped replying to me and just took my money. I appeal this claim through paypal asking them to help me out because i got scammed, but they said they are not able to do it for me. XXXX XXXX XXXXXXXX also said that it should be paypal who needs to fix my problem not them. Please help me out as i dont want these scammers to find another victim while Paypal was just denying to help me as well as hundreds of their consumer who got scammed through their platform. Thank you
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I became aware that someone used my email address to create a PayPal account, which they then added my debit card to and processed fraudulent money transfers. I have been locked out of that email account by the identity thief. I have no access to the fraudulent PayPal account, and I can not get in touch with PayPal to resolve this matter. I have attempted to call them three times, and they do not have any live customer service agents to speak with. All the automated system does is direct you to go online to the help center. However, the help center requires that I log into the fraudulent PayPal account to request assistance. As previously mentioned, I did not create this account and have no access to it or the email account used to open it. I have also written a letter to PayPal explaining the situation and requesting a callback. The letter was received by PayPal on XX/XX/2020, but I have not heard from anyone. I just need help from a live PayPal representative to close the fraudulent account and ensure that I do not owe any money.
Company Response:
State: NY
Zip: 108XX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: PayPal closed my account on Tue, XXXX XXXX when it had a balance of {$11000.00}. I have requested a check for the balance of the account but they have not complied.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had a PayPal debit card. I didnt have a bank account at the time. So I had my first stimulus check deposited ( XXXX ) on there and everything was fine. I used my card, withdrew money etc. Well months later I file for unemployment and get a significant return. So I send a friend of mine XXXX or so because I want to help him out. Well I then get an email saying PayPal is going to have to part ways and theyre going to hold my money for 6 months or more. Then I talk to my friend and he said they did the same thing to him!! Keep in mind neither of us have used XXXX or anything. Theres no one to refund or anything. So long story short Im trying to get my money back. We needed it desperately. We will never use PayPal again we promise!! I have screenshots of all the transactions and more!! I dont understand why they closed the accounts and they never gave an explanation. In fact, most of the responses are automatically generated. Also when you try and call and they say theyre transferring you to a rep but it immediately hangs up. You cant get in touch with anyone. Ive been trying for months. I googled this issue and theres tons of horror stories like mine. Its awful. Thank you. Also I contacted Ga Dept of Labor and they sent me whats called a XXXX card so my payments are now going to that praise god, however theres over XXXX just sitting in PayPal. Screenshots are attached!! XXXX XXXX
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I was paid for a service and/or services in the months of XXXX of 2020. I had a buisness account with this company. I was also a XXXX. I was covered as a XXXX, however some of the digital services i offered were not. This company asked me provide info for certain transactions. I had provided this exact same info in the past a few different times. This last time my account was closed due to SUSPECTED fraudulant activity. I was never given a description on how, what or who was involved besides myself. I, however, provided all of the requested info, which they already had. I feel i should have been given an explanation on this activity. If there was any fraud involved it was not on my part, in which i was covered under my XXXX account. I feel this was highly unfair. Never had any of these problems with this company before.
Company Response:
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A