Consumer complaint received 2020-08-14
Company: Paypal Holdings, Inc
State: MI
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

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 to consumer: Closed with explanation