Consumer complaint received 2021-11-11
Company: Paypal Holdings, Inc
State: MD
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:
1. I noticed two irregular payments to PAYPAL XXXX on my XXXXXXXX XXXX XXXX credit card statement posted on XX/XX/XXXX ; one for {$61.00}, the other for {$66.00}. 

2. I checked my PayPal account : on XX/XX/XXXX, XXXX PayPal made two automatic payments to XXXX XXXX XXXX for {$66.00} and {$61.00} using my XXXX XXXX  XXXX VISA Credit Card. On or about this day I called PayPal to report the irregularity and was advised to take certain security measures, and to report the matter to my credit card company. They offered no further assistance. 

3. On or about XXXX I called the XXXX Fraud department to report the irregularity. My credit card was canceled, a new one mailed and the funds were reaccredited to my account on XX/XX/XXXX. 

4. On XX/XX/XXXX I received communication XXXX stating that their decision had been reversed because of additional information furnished from the merchant. As it turns out, the information was offered by PayPal. Based on this information, the refund of {$61.00} was rescinded but the other was not disputed. 

XXXX. I have placed multiple calls and spoke with various XXXX agents and PayPal agents on their fraud lines. Eventually I learned that my money was paid to XXXX, which I believe is an incorrect or fraudulent transaction. 

6. I called PayPal on XX/XX/XXXX and asked for information concerning the vendor was told that they could not provide me with specific demographics Despite having transaction numbers and invoice IDs, no PayPal agent was able/or would provide me the specific name or location of the vendor. I was advised to call XXXX. 

7. I called XXXX customer service line on XX/XX/XXXX. The agent took the specific transaction reference numbers, and then informed me that there is no record of these transactions. 

8. I initiated a CFPB complaint ( XXXX ) against the XXXX XXXX XXXXXXXX concerning what appears to be 2 fraudulent charges against my credit card via PayPal. On XX/XX/XXXX I received XX/XX/XXXXs response which is logically inconsistent, and does not appear to close the loop on the matter. They are basing their conclusion based on information provided by PayPal.  
9. In way of dispute, PayPal reported to XXXX that 4 prior purchases were made using my email, Card and PayPal account were not contested me. Note that none of these transactions involved the merchant, PAYPAL XXXX. 

10. XXXX/XXXX/XXXX two separate charges were submitted to my account in the amount of {$61.00} and {$66.00} from the merchant PAYPAL XXXX. XXXX eventually rescinded the refund of {$61.00} but not the other. Of the two charges submitted by PAYPAL XXXX on the same day, which I believe to be unauthorized, why did PayPal dispute but one refund charge but not the other? 

11. On XX/XX/XXXX I spoke with a PayPal agent, XXXX to again ask for the name of the merchant to whom PayPal transmitted the disputed charge. However I was again informed that PayPal could not/would not furnish me that information. I insisted that the charge was inappropriate and asked her if it could investigated. She told me that any investigation would be internal, and that I could not be privy to any eventual conclusion. 

12. To put it succinctly : Despite all the documentation concerning these charges available to PayPal, it unable or unwilling to provide me the precise name of the merchant who alleges these services for which it was paid. I have no recollection of purchasing this service, and would like verification from the vendor the nature of the service I allegedly received. 
It is inconceivable to me, as a consumer, that the merchant PAYPAL, can approve transactions using my XXXX credit card without the ability or apparent responsibility to provide me with the demographics concerning the merchant to whom my money is transmitted.

Company response to consumer: Closed with explanation