Consumer complaint received 2020-11-11
Company: Paypal Holdings, Inc
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I am filing a complaint against PayPal. I filed a dispute for a charge on my account and they assigned me case number XXXX and sent me a unsigned canned statement that they use to deny all disputes claiming they were denying my claim because of my PayPal payment history. 

By law when I file a dispute PayPal is required to contact the seller and make the seller provide documentation that I agreed to the charge. This is because they have to be able to document every charge placed on my account. That is their business PayPal refused to contact the seller or consider any of the information I provided and now there is a totally undocumented charge on my account. PayPal refuses to do anything about it. PayPal refused to allow me to cancel out on a deal after I found it fraudulent. 

What happened was I responded to an add on the internet to buy a meat thermometer. I was switched over to PayPal to log into my account in order to pay the merchant. I was switched back to the merchants website and instead of finding the web page where i could review the transaction invoice and then finalize and complete the order by hitting the submit button, I found a webpage the seller had set up where I now had to buy 2 before I could complete the order and I no longer wanted to deal with this seller. Rather than agree to buying 2 I turned off the computer so the order was never placed, it was cancelled. 

When I found out that this seller had charged my account anyway I disputed the charge. This is the reply that I received : We've completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. 

Based on our review, we found this transaction is consistent with your PayPal payment history. 

Absolutely unbelievable! It is beyond stupid! After I had informed them that this seller had prevented me from completing the order they determined this seller can charge my account even though if I didn't order anything. My PayPal payment history has absolutely nothing to do with this transaction and that is the only thing they reviewed. They did not contact the seller. They did not review any documentation. Even thought I informed them that I never placed an order they determined there was no unauthorized use.. The only reason given to determine there was no unauthorized use is it is consistent with my PayPal payment history. They have review my case and determined that this dealer forcing me to buy 2 instead of one was no unauthorized use! By law they have to provide me a copy of the order before denying my dispute.

There is now a totally undocumented charge on my account and they have determined was not unauthorized use. I have not even been provided with a receipt. PayPal can't document what they've determined PayPal is required by law to document every charge placed on my account and they made absolutely no attempt to document this charge! PayPal thinks they can bypass their responsibility to provide documentation merely by determining there was no unauthorized use and telling me that it is consistent with my PayPal payment history. 

This message is clear. PayPal completed their review and know it is unauthorized use. They think I should pay anyway because I paid for everything else. There is absolutely no documentation in this message and they are requiring me to pay for an undocumented fraudulent charge. With their XXXX statement " Based on our review, we found this transaction is consistent with your PayPal payment history '' they are giving themselves permission to commit fraud om me! No wonder there is not a name on the message. I wonder if somebody with a name will claim it pertains to this case and deny that it is a canned response to deny all disputes.. 

With this message PayPal entered into conspiracy to commit fraud against me and is supporting this merchant. The only reason they can provide of why I should pay this charge is my PayPal payment history. How pathetic is that for a major company? In their greed to support this fraudulent merchant they overlooked the fact that that in all disputes their first responsibility is to document the charge. Maybe they just thought they could pull it off because I am old! 

My PayPal payment history does provide me with the knowledge of how the PayPal system is designed to work and keep them from making such an XXXX out of themselves. By design, when making a purchase I am switched over to their website to log in and give the seller access to my account and then am switched back to the seller 's website so I can review that all of the billing is correct. The submit button is there and has to be activated before the order is complete. This stores the order on file. This prevents this fraudulent merchant from doing what he did. PayPal interfered and let him charge my account without my permission and has refused to correct it. It is too bad that PayPal thinks they can beat the system. 

I never activated the submit button, the order was never placed. the seller does not have any documentation.rge. PayPal knows this and that is the reason they never contacted the seller .PayPal has done nothing to review as they claim.. I never dreamed that PayPal would claim that I do not have a right to cancel a really bad and fraudulent deal but their response proves otherwise. 

I am XXXX XXXX XXXX, retired XXXX XXXX and with my PayPal payment history I do not deserve to be treated like this. I really don't think they should force me to pay an undocumented fraudulent charge on my account. PayPal has placed themselves in a position where they have to explain why they found there was no unauthorized use when the order was never placed, They have to explain why they never contacted the seller fo provide the required documentation. Then they have to explain what my PayPal payment history has to do with case number XXXX. 

Documentation is the name of the game and PayPal does not have any. This email message is it! 

If they were a decent company they would abide by our consumer protection laws instead of conspiring to commit fraud fraud against me with my fine PayPal payment history.

Company response to consumer: Closed with explanation