Consumer complaint received 2023-04-25
Company: Paypal Holdings, Inc
State: TX
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/2023 I received a notice from Paypal to an old email address that provided a receipt for a XXXX payment. Since it went to an older address I didn't see it for some time. I then got a notice that I owed paypal money in regards to this transaction. I filed a dispute with paypal on XX/XX/2023 advising that I did not authorize this transaction and I have no idea where it was going. I haven't used my paypal account in over two years and the bank account that was attached to my paypal account has been closed for over three years. They ended up denying that claim and closing the issue stating that per some XXXX thing through XXXX  that is why it went through. Again I have no idea what they are referring to so I explained that to them. On XX/XX/2023 I was able to chat in and get XXXX different responses that advised they would reopen my issue and do this : am so sorry for the inconvenience XXXX. Upon checking the case, it was filed under unauthorized, causing the system to focus more on checking the authenticity of the transaction, which may often result in a denied case. I can see the reason it charge you automativally is because this is a subscription to meta but no worries I will make sure to disconnect meta to your account to make sure this will not happen moving forward and you are right the bank was closed that is why we did not get any money from the bak and PayPal fronted the money to complete the transaction. What I can do here to help you is reopen the case and file it under Item Not Received. I understand this is unauthorized, but the good news is, you are covered with our buyer protection and PayPal will help you get your money back through this case. If the merchant will not provide any evidence, we will close this case in your favor. 

I sent you an email confirmation about the details of this dispute case. Kindly keep an eye on your email for any updates. We are also reviewing the merchants account and if we figure out that they are non compliant with our policies and procedures, we will no longer allow them to use our service. Rest assured we will work with you hand in hand all throughout this process. 

I did not receive one update from them on this process. So I reached back out to paypal and inquired on the status. Today this is the response I got, even though according to the above they were going to open a new case, We have reviewed this transaction ( s ) and are denying your case ( s ). The decision was made because the purchase is ineligible for PayPal Purchase Protection according to our User Agreement. 

If you have any further questions, you can reply whenever you're ready and we'll reply as soon as we can. I will keep this message session active until you confirm back that your issue is resolved. Please note this is not a live chat and you will be assisted by the next available customer service representative. You may close the conversation by selecting End Message. 

I have no figured out who the funds went to and I have emailed and called them and they have not contacted me back. I just want the funds that paypal says I owe them returned so I can close my paypal account.

Company response to consumer: Closed with explanation