Date Received: 2020-09-10
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: XXXX XXXX PAYMENTS + {$15000.00} XX/XX/XXXX Direct Deposit send money request - negative {$1500.00} XX/XX/XXXX Canceled Request Received Received notice about an account limitation : XX/XX/XXXX Dear Persons Name, Thanks for contacting us about your concerns. As a valued customer we want to help you make the most of your PayPal account. We prefer not to leave you waiting for an answer, so weve replied with this automatic message. Below you'll find some general information about limitations, but if it doesn't help you please give us a call. We often need to ask you questions to understand the details of your case and it's often better to do this by phone. You can call us by following the instructions at the bottom of this message. We sometimes limit account functionality as a security measure. This can happen for a variety of reasons. When you log into your account, you'll see a message explaining our reason. Possible reasons for a Limitation Possible unauthorised account access Unresolved disputes or chargebacks Violations of our User Agreement or Acceptable Use Policy. Restore your account Go to the Resolution Center. Click Go to Account Limitations. Click Resolve beside each step. Select the type of document you're uploading from the drop-down menu. Upload your document and click Submit. When you have completed each step, your account will be reviewed and you will receive an email updating you on your account status. The steps you'll be asked to complete are unique to your account issue. Often they'll involve providing information to verify your identity, financial details or any items you're selling. When all the steps are completed we'll review your account. We aim to complete our review within 48 hours. We'll email you with an update when our review is complete. If we havent answered your question, please reply to this email and our team will reply to you as soon as possible. Thanks, PayPal Copyright XXXX PayPal. All rights reserved. I then uploaded the documents that were requested. XX/XX/XXXX at XXXX XXXX I had a direct deposit for unemployment going back since XXXX so they sent XXXX because of the XXXX extra per week, I know this is a brand new account but the funds are legitimate, I would like to continue using my account and be able to transfer the funds to my bank XX/XX/XXXX at XXXX XXXX Dear Persons Name, Thank you for contacting PayPal with your concern. We appreciate your interest in PayPal ; however, our decision to leave your account in a permanent limitation status is final. PayPal reserves the right to limit access to any account reported to be involved in possible fraudulent or high risk behavior. In the event of a dispute, PayPal will seek to recover the funds from you by debiting your PayPal balance and, if there are not sufficient funds in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. If you want to refund your buyers, you are able to do that any time as long as the status of the transaction is completed. To issue a refund, go to the activity page, click the payment you want to refund, and click refund this payment. If you do not have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. Due to the potential risk of chargebacks and other risks of funds reversals, your balance will be held 180 days from the date of the limitation. At that time, any remaining funds will be available for withdrawal. Please let me know if you need further assistance. Sincerely, XXXX PayPal Account Review Department PayPal I then responded : XX/XX/XXXX at XXXX XXXX PayPal Customer Support : This was a legitimate deposit from XXXX Unemployment insurance for the state of Illinois. Please help. This is my livelihood. I can't survive without this. Dear Persons Name, Thank you for contacting PayPal with your concern. We appreciate your interest in PayPal ; however, our decision to leave your account in a permanent limitation status is final. PayPal reserves the right to limit access to any account reported to be involved in possible fraudulent or high risk behavior. In the event of a dispute, PayPal will seek to recover the funds from you by debiting your PayPal balance and, if there are not sufficient funds in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means. If you want to refund your buyers, you are able to do that any time as long as the status of the transaction is completed. To issue a refund, go to the activity page, click the payment you want to refund, and click refund this payment. If you do not have the ability to process a refund, you can reply to this email with the transaction details. Well send a refund on your behalf using money from your PayPal balance. Due to the potential risk of chargebacks and other risks of funds reversals, your balance will be held 180 days from the date of the limitation. At that time, any remaining funds will be available for withdrawal.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: My card was cancelled and a new card ordered so now my money is tied up. No one EVER answers the phone. The chat or online messaging directs you to call so youre caught in a vicious cycle with no resolution. I am homeless and receiving mail is unreliable. I also had ( 2 ) charges made unauthorized for XXXX only one was refunded. My unemployment direct is set to go to this account. PLEASE help me. I am XXXX I Never reported card lost or stolen
Company Response:
State: WI
Zip: 532XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: An international client ( XXXXbased ) sent me payment through PayPal for consulting services rendered. PayPal reported to me it was " holding '' the incoming payment for 21 days for fraud-prevention purposes, at which time I noticed my client made a mistake with the amount of the payment sent. When I asked PayPal to refund the pending amount because of the mistake, their delayed-response chat-based customer service ( it is impossible to reach a real person ) gave me several different answers on how to do so over the course of two days. They finally confirmed over chat ( after 3 incorrect/different answers ) they would refund the full amount given the payment was still pending. Nevertheless, when my client received the refund, PayPal had taken out two currency exchange percentage margins ( one unfavorable to USD, and one back to GBP ) for the same transaction, even though I never had received the funds, and the funds were processed as a full refund of the same transaction. They only refunded their " credit card transaction fee '', and you'll see that in both receipts from the payment and the refund the fees from the currency exchange margin PayPal takes are not disclosed at any point. PayPal claimed that the fees come from " constantly-changing exchange rates '' when in reality the amount my client lost derives from their currency exchange margin, effectively charging twice for refunding a transaction that was never paid in the first place. I am complaining for three reasons : 1 ) PayPal did not honor their word on this transaction. Their agents told me, on multiple occasions, through chat, that the full amount of the transfer would be paid back to my client. When I processed the refund of the held funds through PayPal 's website, there was no mention of what the exchange rate back to the client would be, so it only showed the USD amount to be transferred back instead of both the USD and GBP amounts ( which I assumed through my conversations with their customer service agents would be transferred back at the current rate along with the fee they took out for exchange ). They then returned nearly 4.5 % less and told me that shifting exchange rates were to blame ( when in the interim period the USD strengthened against the GBP each day ), when in reality it was their " margin '' fee. 2 ) PayPal charges currency exchange margins above the rate in both directions of the transfer, which means that even if a payment is fraudulent, mistaken, or in my case not made, they will claim two commissions on each returned transfer, even though at no time did the funds leave their custody. This is unfair and very unclear in their terms and conditions ( which, upon research, have changed more than three times in the past 12 months on this exact subject ). 3 ) PayPal 's customer service is so deficient that it is impossible to get a direct and timely answer from them on very important transaction issues. The phone number they provide always directs you back to online chat, and agents told me on numerous occasions they would call me but never did. It has taken me nearly five days of back-and-forth chat, with
Company Response:
State: MA
Zip: 02116
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: At XXXX am PayPal refunded me XXXX USD To my PayPal account saying that the person I tried to pay account was closed. By XXXX am one of PayPal employees assumed I did not notice and stole the money before I could get to it. I want it back immediately and would like to report it. I have attached a photograph of the email I received this morning and the balance 3 hours later when I logged in to check the balance.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Reoccurring charge for {$15.00} to audible I did not authorize on XXXX and XXXX. PayPal is NOT available via phone at all. I reached out via chat and the only solution offered was to cancel my card. I am currently homeless so receiving mail is almost impossible if not difficult. What I wanted them to do was investigate the charges and validate.
Company Response:
State: WI
Zip: 532XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: I'd like to discuss something about PayPal that is a bit more than a disgruntled consumer complaint. PayPal has a feature allowing you to send friends and family funds. If you originate that from your account, to transfer funds to another person, using an email address ; and if you have not sent this person any funds in the past, if it's a first transaction with that person -- PayPal does not in any way verify that the email address is associated with the intended recipient. Only after you commit your funds to transfer, is it possible to " see '' who you sent funds. They have a feature called " search PayPal '' but when I tested using emails of personally known people, who do have PayPal accounts, and whomI have never sent money, they did not show for verification. Only the fact that it was a valid emailis communicated. I was trying to send some financial aid to my son. I had never sent him money and he uses an email for PayPal I rarely see. He missed one letter when he verbally gave me address. On XX/XX/2020 a stranger " XXXX XXXX '' was sent {$1000.00} meant to help my son, whose income has been impacted by the pandemic, because his email is one letter away from my son 's and because I didn't get to see his name until after the funds were sent. There are further issues, despiteseeing the error within seconds and immediately contacting PayPal, I am told there is no recourse. The money is uncollected, it is at this point just XXXX and XXXX in their systems. At first they suggest you yourself go and ask for your moneyback, perhaps by sending an email. After much complaining they offer to do it for you, which is likely a minimal nod to responsibility. Would you open an email from someone unknown.If you did what impression would a request to refund a personal money transfer get? This happens so often they have an established operating procedure, that SOP is totell you it " isn't their problem '' and they will not return your funds. If the money is never claimed by the mistaken recipient, it is never refunded. How often does this happen? How much money is involved? I was trying to send a XXXX dollars to my son. Paypal has millions of users, in many countries. Who gets this unclaimed, mistakenly sent money? Is it sitting unclaimed in an account? Is there interest accruing? This may be financial crime, on what scale I can not say -- but you can bet they will minimize the scale if asked. In the current climate, people sending funds to family and loved ones is likely more frequent than ever ... Personally I may or may not get resolution ; only if the mistaken recipient decides to refund me the money. If not, I am toldthat PayPal will deduct my account and my only recourse is to have my bank intervene. This may or may not result in restitution, and is likely a long process. Where is the money in the meantimefrom my case, and the hundreds? thousands? of other similar cases? Remember it's just " policy '' to allow you to reclaim your funds, and both XXXX and XXXX XXXX have processes in place to allow a sender to reclaim funds, especially uncollected funds. I know PayPal is big, but I think if they keep those funds, take it from my account ( or if I stop payment put me into collections ) that they are stealing money, and if I defend with a stop payment they will threaten my credit. I am actively pursuing my " case '' withinPayPal, but have little reason to expect a positive resolution. Sincere Regards, XXXX XXXX
Company Response:
State: FL
Zip: 32250
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: PAY-PAL has fraudulent unauthorized charges on my acct # for XXXX for {$690.00} they will not give me the last four digits of the card used, address, was I charged or did it go through. Complaint # XXXX attaching supporting documentation
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX and Pay Pal have worked together using the virus as an excuse to de fraud me out of money that the seller agreed to pay me back. But XXXX in order to keep the commissions from the seller has made it impossible for seller to refund through normal XXXX procedures. Pay pal that guarantees to make non received purchased protected by a money back and is making it impossible for me to receive my money back. If you read from the bottom up what I am trying to send you and it is only a portion of the events pay pal and XXXX have conger ed up holding one XXXX to the distance and the personal contact needed to correct the matter and use the poly of the virus to eat up the time to make the process work as they both represent it as is guaranteed to happen. My bank tells me that they hear this a lot and their hands are tied once I released the funds to pay pal. If they can stay open to take my money they can help me when they have made a mistake. On XX/XX/2020, I made a purchase for XXXX. on XXXX. I paid through pay pal immmediatly via pay pal. after I made the pay ment I went back and reviewed my purchase and discovered that the item was not totally correct. Immediatly I cancelled the order and emailed the seller and he cancelled it on his end and agreed not to ship out the items. XXXX in their scam emailed me and said could not cancel because item had been shipped. That was impossible since it was XXXX XXXX in the morning and XXXX XXXX in the morning their time. Pay pal and XXXX refused to refund money until I sent the item back even tho I sent them emails from the seller saying he did not ship the items and would be willing to refund my money. It has been three ridiculous, frustrating months which I would like to show you of trying to get this money back to no avail. I live on XXXX dollars a month social security and XXXX I can not afford to loose. You need to see my evidence you would agree that it is a scam. It doesn't appear as tho I will have room on this page to forward it to you.
Company Response:
State: CO
Zip: 81212
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I had a friend deposit money into my PayPal account on XX/XX/2020. The transaction ID was XXXX he does a lot of charity work so it was posted by the state of Arizona XXXX because thats his business account. He deposited XXXX $ into the account and PayPal froze it. I had it deposited into the account to pay bills. I purchased a PayPal debut card so it would be easier to pay my bills online or over the phone with the debit card. I have only had 3 deposits on PayPal. I dont use it to buy or sell things. I realize PayPal is not a bank but if they have a debit card that you can get why would they freeze my money so that I could no longer use it? I am not interested in having my account back I just want to be able to transfer my funds into another mobile banking account. They are saying it will take 6 months for them to allow me to tansfer my own money into an account. Im behind on my bills already and Im about to get evicted. Please help me any way that you can. PayPal is not letting up on my account being unfrozen. I have never done any type of fraud or anything wrong for them to do this to me. Thank you for your time.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: Paypal stated that since my credit card company disputed a charge on my behalf with them without my knowledge and it was denied for a fraudulent purchase that their Buyer 's Protection Program is void. It is not acceptable for Paypal to let scammers on their platform. My user id is XXXX with Paypal and there was a XXXX USD charge for a puppy I never received. I am just one person trying to fight this. Paypal says to try to contact the merchant. I have and the merchant does not reply. See attachments.
Company Response:
State: MO
Zip: 65109
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A