Consumer complaint received 2021-01-08
Company: Paypal Holdings, Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
My phone is password protected for purchases. While letting my XXXX nephew, use my phone, a purchase was made. There is absolutely no way that he would know my password and my password does not auto fill when a purchase is being made. Any purchase that I made before and after the transaction in question has required that my password be typed in, as usual, but I believe that I know how the transaction in question was able to slip through. Before being charged for the 1-year subscription in question, there was 3 day trial period at no charge when the app was downloaded. 

Once I was notified of the charge for the yearly subscription to XXXX XXXX XXXX XXXX XXXX, I contacted XXXXXX/XX/XXXXimmediately and canceled the subscription. In their response, XXXX XXXX XXXX stated they were unable to refund my money and that I would need to contact the app developer. I reached out to the app developer, multiple times, with no response. I reached out to PayPal and was told they could not assist with a refund either. After that, I reached out to the XXXX XXXX XXXX again hoping they could help as the app developer was not responding. In our chat session, the representative informed me that had if I contacted them right away, they could have asked for a refund as a courtesy. The day of the chat session, the representative stated that she had tried to request a refund, but the request could no longer be put through because too much time had passed. I was very disappointed as I did contact the XXXX XXXX XXXX immediately and there was no offer to request a refund for me as a courtesy. The possibility of requesting a refund as a courtesy was only mentioned after it was no longer an option. 

To me, it just doesn't seem right that there is no recourse, that an app developer can simply choose not to respond. Using the XXXX XXXX XXXX is necessary on android phones to access apps for download, yet having it, even with password protection, puts you at risk. The XXXX XXXX XXXX is the platform that apps use to connect with consumers, just like when we go to a department store to purchase a product from a manufacturer. If a consumer has an issue with a product purchased in a store, the store does not respond by telling the customer to contact the manufacturer, ( unless it's a warranty issue ) and if the manufacturer doesn't respond, you're out of luck. 

I realize, in the grand scheme of things, app stores, apps, and purchases with electronic payment via PayPal are relatively new, but situations like mine are not uncommon. It doesn't seem fair to consumers like myself that app developers can choose not to respond and the platforms that allow app developers to connect to consumers and receive payment from them can turn a blind eye to practices such as this. I am hoping, even if I receive no resolution and I am simply out the {$64.00}, that this information will prompt change and more consumer protections will be put into place.

Company response to consumer: Closed with explanation