Consumer complaint received 2020-10-13
Company: Paypal Holdings, Inc
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2020 I received a notification on my phone about an attempted purchase through my Pay Pal account. The attempted purchase, was for a total of {$890.00} for which I did not recognize nor authorize. I responded to the Alert accordingly, and assumed it would be the end of it. Unfortunately, Pay Pal decided to let the purchase go through ( Trans ID : XXXX ), even though my response was recorded that I did not authorize. As such, the transaction went through ( XXXX XXXX ) and processed the fraudulent order. 

A few days later, after selling some items on XXXX that processed through Pay Pal, there was a Negative Balance owed of {$890.00} to my surprise. Not only were the funds from my XXXX sales held, but Pay Pal is showing I owe a balance on this purchase that should never been allowed in the first place. Not only that, the proceeds from the XXXX sales that were held, were then applied to this same fraudulent transaction that has put my account in the negative. 

I've spent weeks and months at this point, speaking to XXXX XXXX, speaking to Pay Pal, and speaking to my Bank. Nobody has taken accountability. Nobody has provided a resolution. In fact, the only thing Pay Pal has done is deflect blame and refuse to resolve this issue. 

I opened a case with XXXX XXXX, and discovered the fraudulent purchase was for an IPad that was shipped and delivered to a completely different state. I live in MA, this was sent to NY ( I have no ties to NY, nor was I in NY at this time. I have proof, as I have been battling XXXX XXXX here in MA for the last 4 months!!!!!!!!!!!!!! ) I've opened a case with Pay Pal XXXX XXXX XXXX, which was closed with the following resolution " Thank you for reporting this case. After reviewing your case, we found that this transaction was not unauthorized and hence couldn't be covered under PayPal Purchase Protection ''. Subsequent Case Details show the following : " Transactions not refunded. We have been unable to provide any refund on the transactions listed. '' So here I am, {$890.00} negative due to THEIR negligence. I am {$890.00} negative, after THEY sent me a notification about an UNRECOGNIZED purchase, to which I RESPONDED ACCORDINGLY to report the attempted FRAUD. 

How do you hold someone accountable for a purchase they never made that was clearly fraud, and reported as such, yet you allowed it to process anyways? 

What is the point in notifying people of these potential fraudulent transactions, if you decide to just let it process regardless of what someone replies anyways? 

I have suffered tremendously dealing with this company week after week while going through a hard enough time with XXXX and XXXX. 

I've exhausted all my options with this company. Tonight, I was on hold for OVER 3.5 HOURS. I have screenshots to prove it. Bounced around from person to person, with yet again, no accountability and no resolution.

Company response to consumer: Closed with monetary relief