Date Received: 2020-08-15
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: On XX/XX/2020, I made an online purchase from a company that appeared to be USA based. It was advertised as XXXX XXXX. As soon as I sent the payment I received a notification from Paypal that indicated it was to an overseas address. Go to the Paypal site to stop the payment within 30 seconds and it's already been completed. I immediately received a ship notification from the seller. At this point I'm figuring I'm out the {$50.00} I spent for 2 pair of XXXX XXXX but hold out hope that at least if they are cheap knock offs that they'll fit. At the end of XXXX the sandals arrive and they are not the XXXX advertised, but cheap imitations. AND they are at least one full size too small. So I checked in to a refund. Sure, send them back and we'll refund you. The issue, it is gon na cost me at least {$65.00} to send back a {$50.00} order that was falsely advertised to begin with. I contacted Paypal on XX/XX/2020 to intercede. Over the last 42 days I've had a case open, been in contact with Paypal, only to be told that they can't refund me because it wouldn't be fair to the seller. Really? So they are supporting false advertising and the overseas thieves that take advantage of policies meant to protect honest people. The good guys get the shaft again. I've had trouble with Paypal before on an overseas purchase which is why if I had know this was, I wouldn't have completed the sale. The picture attached is the ad off of XXXX that I purchased from. I went and took a screenshot as soon as I was aware of what was happening at the time of order.
Company Response:
State: OH
Zip: 43130
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-15
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: PayPal 's dispute process is completely dysfunctional. I filed a timely dispute and PayPal told me to " escalate it '' within 10 days. But, their app would not let me escalate it. I tried customer service, but they set up their automated system to hang up on people and it's impossible to get to a live person. Their website encouraged me to chat, but I dealt with a different person on every single response. One person said they would issue a credit and then another person told me they wouldn't. And, I can't even keep a record of that because their app prevents screenshots due to a " security policy ''. I even tried XXXX messaging and they did not respond to that either. Looking at the other XXXX comments, it would appear that hundreds of people are having similar issues with PayPal. Please help!
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: My son made a purchase on XX/XX/XXXX on XXXX. About 1 minute after the purchase, the seller cancelled the order and proceeded to charge my PayPal credit account in the amount of {$120.00} for the item ( a video game console ). I immediately contacted PayPal and let them know about the fraudulent charge made to my account. They said I had to file an online complaint/dispute. I filed the complaint/dispute and after a month they claimed that the seller provided them with " shipping information '' showing I received the order. I contacted XXXX and found out that the shipping information the seller provided was for an unrelated order made to an unrelated buyer ( which happened to be in the same city that I live in ). I proceeded to contact PayPal again and let them know the shipment information provided by my seller was " fraudulent ''. They said I had to file another claim and attach documentation proving my claims. I did so and provided them with the XXXX tracking number and showed them that it was connected to a different purchaser/seller. Again yesterday on XX/XX/XXXX they got back to me denying my case. I have spent countless hours trying to reach PayPal, contacting XXXX XXXX who issues the PayPal credit cards as well as contacting XXXX and XXXX. Paypal refuses to refund me for this fraudulent charge. I have attached yet again the XXXX proof which ties the seller 's provided tracking number to an unrelated seller/purchaser. It is not me, not my address and nothing to do with me.
Company Response:
State: MI
Zip: 48075
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I contact cfpb months back when I have this problem with PayPal, and they said they will hold my money for 180 days, just this month that the 180 should be over, I start having various mails from them, about all my information are correct, other will say my account is eligible for withdrawals but yet still I cant access my account, when I call the costumers call center there is nobody to talk because of COVID-19 and when I chat with them, Is like I have a start all over explaining myself at the end of the day, they will tell me that they will forward my case to the department or I should wait for the system to refresh. Only to receive another email again telling me about another 180 days. All I want is to be able to get my money they are holding on to. Please help me this time
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Fraud issues. Ive tried to work with my bank to get this mess figured out but I was not able to because of a 60 day liability which was never mentioned to me. I was also told not to contact PayPal during the process. After months of trying to work with PayPal and get someone to assist me I have found out that the fraud that had occurred with my XXXX savings account information was used by someone else utilizing PayPal. I have made several calls to only be disconnect automatically by the robot saying that they would not be able to handle my call. I have only been able to get through to someone through their chat system. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX are the times that are shown in the chat windows if this is correct since I have had these chats going for days. I have made a copy of each chat. They expire in 90 days which one has expired but I have a copy. I was able to get through to someone by telling them that XXXX XXXX had told me to threaten them with a XXXX XXXX XXXX complaint. At that point it seemed like it was escalated. After that it seemed like I got further. I did finally receive a call on XX/XX/2020 ( a sunday ) about my fraud issue. After talking with the women about my savings account number and who it was used by she told me that no one not even you could use the savings account with PayPal and that the person account that used your information had been disabled or have limited access. I asked about the money and they gave me the same response that XXXX XXXX said and that since it was past the 60 day liability I would have to work with my bank to dispute the fraud. I asked if she was sure because XXXX XXXX told me that they would not contact them. The women insisted that that's what I would need to do. After the phone call I called XXXX XXXX and escalated to a manager and had to wait two days to receive a call. Mentioned that PayPal had said that they would need to call and dispute the charges. I was told " XXXX XXXX does not call other companies to dispute charges ''. Either way throughout this entire process I have been lied to by both XXXX XXXX and PayPal which leads me to believe that there may not be a process. Ive been trying to get through to someone at PayPal since XXXX and I still have not been given my funds. I have been asking chat for the claim number related to the fraud issue I had and everyone response has not been related to my number. Recent chat from the last attempt today XXXX. ============================Chat============================ XXXX XXXX XXXX XXXX Please send me my claims number for the fraud that occured. XXXX XXXX XXXX XXXX Hi XXXX! I understand that you've been trying to through this issue for a long time now, but to get this thing rectified you really have to contact your bank, and the bank will do their investigation or dispute process. They will work hand in hand with us and we'll just update you with the outcome. There's no need for PayPal transaction ID number if you're going to dispute with your bank as long as the charge is in your bank statement. We apologies for the inconvenience but that is the best path to follow to get your money back. Feel free to reply whenever you're ready and we'll reply as soon as we can. XXXX XXXX XXXX XXXX Please provide me the claims number to the fraud I reported related to my bank account. XXXX XXXX XXXX We don't have any information about the claim as we don't have any record of the transaction. Kindly reach out with your financial institution to dispute the charges on their end. Feel free to reply whenever you're ready and we'll reply as soon as we can. XXXX XXXX XXXX XXXX Can you contact the other department for my case number? Why was a claim not created for my request? XXXX XXXX XXXX Upon checking the transaction on your account, the last transaction was XX/XX/2020 for {$10.00} with XXXX. If the transaction is reflecting only on your bank, I highly recommend to contact your bank and dispute this transaction with them. I'll leave this message open just in case you need more help. Messages are worked in the order theyre received and well send you a notification to your app, PayPal account, and email you when we reply. Thank you. ============================Chat============================ Fraud : XX/XX/2020 PAYPAL ACH debit {$95.00} XX/XX/2020 PAYPAL ACH debit {$980.00}
Company Response:
State: MI
Zip: 48313
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My identity was stolen online. Charges are being made to my PayPal which draws from my bank. They have my drivers license # and necessary info to make charges to my PayPal account that appear to be authorized. Untrue. I can not close the Paypal because they have an existing amount pending as soon as funds are available in my bank account. The transactions were made through PayPal on XXXX the name used on both charges of {$440.00} and {$450.00} XXXX XXXX XXXX. The XXXX was taken out of my bank account on that date. The account was drained and the other charge awaits. because they have the existing charge I can't close the PayPal to stop them. I have notified my bank and they are working on reversing the one charge and then we will close my bank account. But Paypal needs to close my account those charges do not continue. They posed as the security system on my computer so I let them work remotely on desktop computer. they said I was going to get my annual fee returned because of Covid19. I thought since they knew my fee they were legit. In the amused process they claimed they were having difficulty depositing into my bank, so they took me through PayPal and XXXX XXXX which needed a copy of my Drivers License which I sent email picture of. They posted {$2000.00} to my bank account which I could see and they sent a printed copy of to me via my printer. Themn I was supposed to purchase giftcards for XXXX each on different credit cards and I could use that XXXX to reimburse the credit cards i would us. Only my debit card was used to buy a XXXX XXXX gift card for XXXX. I gave him the number of the card. when I got back home none of {$2200.00} could be seen in my bank account. They had me believing that my computer was under threat from four countries so my security needed to be changed for each of them.
Company Response:
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2020 i submitted a complaint to the CFPB reference number XXXX. Two items were sold on XXXX totaling {$240.00}. That money was given to PayPal to then disburse to me. Despite PayPal stating that they have released the funds to me in a written statement to the CFPB, nothing has been disbursed. I have tried to contact PayPal directly to get this matter resolved, but all I get is computer generated bots who have no idea of what the issue is. PayPal has lied to me and lied to the Consumer Finance Protection Bureau in a written statement. My question is what are you going to do about it???.
Company Response:
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: We are a small new nonprofit. We opened an account with PayPal in order to accept donations. People started donating, so we have over {$950.00} of donations at this point. In exchange for donations, we provided lawn signs, so we have incurred expenses against the donations. I have been trying to complete the account set-up process for a month. They said I needed to provide documents to verify the business address. The system appeared to be automated, in that it wouldn't accept the documents provided. I tried to explain that we are a small organization, and don't have things like utility bills at this point. Finally we seemed to get past that stumbling block. I never received any confirmation, but it stopped asking me for it when I log in so I assume that means they finally accepted our documents. ( Tax ID letter from the IRS ; driver 's license ). Now the system says my email isn't confirmed. The ONLY way to contact support is through their online " messaging app ''. The messaging app is clearly a bot, as it keeps sending the same information over and over. The instructions say to click a link to send an email for confirmation, but the confirmation email is never received ( and yes, I've checked spam folders, etc. ). The website also will not let me change the email address. In spite of the fact that they say the email is unconfirmed, I've been receiving notifications of donations at that email address for more than a month. The automated bot simply will not accept that it doesn't work, and it won't connect me with a human being. I have spent hours and hours attempting to resolve this. At one point, the bot gave me a phone number. I called the number, went through a long menu system, and then it told me " we can't support your issue at this time '', said to use the messaging app and hung up on me. I've tried multiple times. At one point, the bot gave me an email to use ( XXXX ), I sent an email and got an automated response telling me to use the messaging app. There should be a regulation that financial services company have to provide customer service. There has to be a way to reach an actual human being to get the problem resolved. As it stands, PayPal has the money donated by our supporters, and there is no way for us to access the money. In other words, PayPal has stolen the money. After 30 days, they refund the payment, so we are losing donations for every day this goes on.
Company Response:
State: NY
Zip: 14450
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am XXXX and live on Social Security. FOR SIX DAYS Venmo has denied my access to my funds even though i gave them 10 pieces of personal information to identify myself. This seems XXXX and vindictive.
Company Response:
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 an individual impersonating another individual scammed me into sending an ACH payment of {$150.00} USD through PayPal Friends & Family. I have notified PayPal and they are investigating, but doing a lackluster job. Through personal research, I know this individual is named or uses the alias XXXX XXXX XXXX. I know he uses the email addresses XXXX, XXXX, and most recently XXXX in his scams. S/he also uses the online moniker @ XXXX. Thank you
Company Response:
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A