Consumer complaint received 2020-02-07
Company: Paypal Holdings, Inc
State: KY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX unauthorized/fraudulent charges were made on my PAYPAL Debit Mastercard. PAYPAL dispute department removed part of the charges, those that caused TOP OFF debits to be made from my linked XXXX XXXX XXXX bank account, but they have denied my dispute and subsequent appeal to remove the remaining fraudulent charges. These total over {$1200.00} ( see attached ). All came from the same area of XXXX and occurred within a few days time over XXXX week. 



These charges were not authorized by me. 



I have filed a police report, and FBI report, and IC3 internet crimes report with the FTC, and have put Fraud alerts on my credit reports. See attached. XXXX XXXX XXXX charged me a small fee to stop payment on all the TOP OFF charges, so they were taken off my bank account. If you dont know how it works, The PAYPAL Debit Mastercard is offered to people to sell on XXXX to conveniently access their seller account funds via a card. It is NOT a conventional credit card ; it is a debit card. The option to TOP OFF ( add funds from a linked bank account if not enough was in the seller account ) was a nice option for me, considering I had XXXX shopping to do and didnt want the card to be declined if I spent more than I had on the card from selling items on eBay. 

PAYPAL declined at least 4 attempted charges from these fraudulent users, they approved 13 as  unauthorized, and now refuse to remove the remaining unauthorized charges from my card. They are calling me every day, multiple times, and have begun to get aggressive in how they speak to me. I have assured them that these are fraudulent charges, and they simply refer me to the fact that they decided the charges were consistent with my activity and declined my dispute and subsequent appeal. I have faxed, emailed, and USPS Priority Mailed them the attached file, along with a letter requesting they remove the charges. My account shows that they have received none of these items, even though I have proof of delivered from each source. 

LETTER FROM PAYPAL REGARDING transactions they will not remove : Case Closed : Transaction not covered Case ID : XXXX Thank you for reporting this case. After reviewing your case, we found that the reported transactions were not unauthorized and hence couldn't be covered under PayPal Purchase Protection. We've noted the account changes you reported with this case. 
Case details Dispute reason Unauthorized access Case Status Closed Date reported XX/XX/XXXX TraNsactions not refunded We have been unable to provide any refund on the transactions listed. 
XX/XX/XXXX XXXX XXXX  XXXX XXXX  - {$180.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  - {$280.00} XX/XX/XXXX XXXX XXXX  XXXX XXXX  - {$210.00} XX/XX/XXXX XXXX  - {$0.00} XX/XX/XXXX XXXX XXXX  - {$75.00} XX/XX/XXXX XXXX - {$0.00} XX/XX/XXXX XXXX - {$0.00} XX/XX/XXXX XXXX XXXX - {$150.00} XX/XX/XXXX XXXX XXXX  - {$99.00} XX/XX/XXXX XXXX XXXX  - {$86.00} XX/XX/XXXX XXXX XXXX   - {$99.00} XX/XX/XXXX XXXX XXXX  - {$37.00} LETTER FROM PAYPAL REGARDING transactions they DID remove, that occurred from same day and looks like same thief : Case Closed : Protected by PayPal Case ID : XXXX Thank you for reporting this case. We've issued refunds for certain unauthorized transactions covered under PayPal Purchase Protection. We've noted the account changes you reported with this case. 
Case details Dispute reason Unauthorized access Case Status Closed Date reportedXX/XX/XXXXTransactions refunded XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$220.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$290.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$190.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$80.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$40.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$100.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$90.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$100.00} The money will be refunded to the original payment method. 
XX/XX/XXXX BANK_ACCOUNT Transfer from Bank + {$130.00} The money will be refunded to the original payment method. 


There were 2 types of theft happening here at the same time, one group of unauthorized charges was being stolen from my linked XXXX bank account, the other group of unauthorized charges were charges being stolen by using my linked Paypal Cash Debit Mastercard. The charges on the Paypal Cash Debit Mastercard they refuse to remove. 

I need your help getting the charges removed. I need whatever assistance I am afforded through your services and implore you to do whatever is within your purview to do so quickly. This has been lingering in my life for months, now, and it is stressful and draining. 

I have faxed, USPS Priority Mail with receipt of delivery XX/XX/XXXX, and secure emailed a file of letters, police report, FBI report, IC3 internet crimes identity theft report to Paypal and Paypal debit cash Mastercard. They still will not remove the charges, and depending upon who I speak to, claim not to have record of these correspondences. 
Thank You

Company response to consumer: Closed with monetary relief