Consumer complaint received 2018-10-25
Company: Paypal Holdings, Inc
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I was the victim of identity theft and Paypal did not protect me. They instead tried to accuse me of authorizing charges I didnt make. Friendly Fraud is the term they used. They refused to acknowledge my explanation of the circumstances and their judgment is not backed by any proof other than opinion. 

Yes the suspect was in my house and had access to my computer. No, he was not allowed to go into my private accounts, use my debit card and I never gave him my pin number. This I believe happened as he watched me do transactions in the supermarket line. This was a long time friend who was going through hard times and I had no reason to suspect. I certainly did not conspire with him. I in fact reported him to the police and the FTC as soon as I moved into another place and didnt have to worry about any sort of retaliation. 

Paypal had promised to reimburse me upon receiving the report as their additional evidence. I admit I had made an error in the math at the time, as there statements are not the easiest to interpret and I panicked seeing the money gone from my account. The police officer however very kindly went through the statement with me and we came to the correct amount. XXXX XXXX XXXX was also very helpful as they issue debit card was used there also and they have been nothing but supportive in helping me take steps for criminals to access my data. Only Paypal did not honor their consumer protection policy. They just wasted hours of my time having me write appeals, calling them numerous times each time with a different representative who I had to explain the case all over again from scratch. Notes were not taken as promised by customer service until the very end. 

The end results instead were heavy and unfounded accusations against me in regards to the honesty of my character. They in fact invented dates of events completely in the wrong order in which they clearly contradict themselves with their inconsistencies. They dont seem to have even bothered investigating my case fairly or properly and this is shown in their rebuttal they wrote to my complaint of the Department of Business Oversight. Had they properly proofread their rebuttal then they would notice it was sloppily put together and full or errors. 

Please see the following : Paypal claimed that MasterCard had the final word in rejection towards my case and their hands were tied. Yet in this letter, they clearly refer to themselves as the ones who re-reviewed and decided on the final outcome. 
Paypal claimed that I had logged into my account on XX/XX/XXXX and reported online fraudulent transactions that took place between XX/XX/XXXX and XX/XX/XXXX. I reported them on XXXX XXXX. The correct ending date was XX/XX/XXXX as I am not able to actually report transactions before they happen. They initially covered my loss on XX/XX/XXXX, for the total and correct amount of {$330.00}. 
Paypal claimed to have sent me an email notifying me of the denial of my claims on XX/XX/XXXX. Again a month before I had made my claim? The only emails I received from them were on XX/XX/XXXX stating that my claim was denied and on XX/XX/XXXX telling me I need to pay them {$300.00} as I would be put into collections. 

Additionally, a company named XXXX XXXX accidentally sent funds into Paypal account instead of my XXXX XXXX XXXX. I had no way to refuse or cancel the transaction as I was not allowed to access my account! Paypal just took the {$82.00} and refused to reverse it to XXXX XXXX. Even though XXXX  XXXX requested this on my behalf, and the policy of Paypal states the person who sent the money is the one who can request to have it reversed. 

Finally, earlier in the year I had taken my cat to a vet and asked Paypal to please chargeback the {$49.00} I was forced to pay. The reason for this was because the vet did not provide the service that I came in for. They in fact tried to change the price that was promised me over the phone to nearly double what they quoted for some flea medication. They then held my cat hostage unless I paid them that money and didnt even treat her. The poor animal was sitting shivering in a freezing dirty room by herself, for no reason and it was sickening. Worse was being forced to pay have my animal abused. Three times I called Paypal over this issue. Each time they promised to take care of it and not once did they do that either, with their consumer protection policy. This was to XXXX XXXX XXXX on XXXX  XXXX in XXXX XXXX.

Company response to consumer: Closed with non-monetary relief