Consumer complaint received 2021-11-03
Company: Paypal Holdings, Inc
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Hi, My XXXX account was hacked. User name : XXXX. The hacker sold XXXX $ ~ worth of items for which I was receiving messages and requests for sellers fees from XXXX. I contacted XXXX on XX/XX/XXXX about this and they told me they would remove the fees and the hacker 's items and restore my account. About a month later, I see a charge for sellers fees on my paypal account, which is not linked to my XXXX account. When I tried to contact XXXX about this, they pointed me via chat to a support page where a " Have us call you '' option should be. This option is not there. 

I was able, via chat, to get the agent to confirm that they don't see the {$6.00} fee anywhere on my account and asked me to give them confirmation numbers, which I did. Still they did not remove the charge. Being as my account was hacked, and since the phone option doesn't appear on the website, I have no way of contacting them to get my account back or dispute the charge with them. 

XXXX - XXXX - XXXX XXXX XXXX XXXX Hi, my name is XXXX. Please allow me a few moments to catch up on your conversation so far. 
XXXX XXXX XXXX Hi, I had someone hack my account and sell stuff and of course no ship it. 
XXXX XXXX XXXX I contacted you and you said you'd take care of it and eliminate them XXXX XXXX XXXX But then on XX/XX/XXXX you charged me {$6.00} for seller fees XXXX XXXX XXXX You're going to refund this to me XXXX XXXX XXXX b/c that's what you said you'd do when we talked on the phone XXXX XXXX XXXX You charged me XXXX $ to a payment method that isn't even linked to my account XXXX XXXX XXXX I see. I really do apologize for any inconvenience this issue may have caused you. Let me check your account and see what I can do. Please bear with me. 
XXXX XXXX  XXXX you'll be refunding the {$6.00}, thank you. 
XXXX XXXX XXXX If I will process a refund of {$6.00}, this will be posted on the payment method on file. But since you said that it's not even linked to your XXXX account, where was it charged? 
XXXX XXXX  XXXX to my paypal account XXXX XXXX  XXXX who said you could charge my paypal account? 
XXXX XXXX  XXXX It's not linked to my XXXX account, so I'm wondering where you got the permission to charge me for something you said I shouldn't be charged for XXXX XXXX XXXX Can you please post the details on the charge to our chat box? Log in into your PayPal account then see the transaction details. 
XXXX XXXX XXXX XXXX XXXX -negative $ XXXX XXXX, XXXX Automatic Payment XXXX XXXX XXXX Paid with XXXX XXXX BANK XXXX {$6.00} Your backup is VISA XXXX XXXX XXXX XXXX Transaction ID XXXX XXXX XXXX XXXX Seller info XXXX XXXX XXXX XXXX XXXX XXXX XXXX Invoice ID XXXX Purchase details Purchase amount {$6.00} XXXX XXXX  XXXX And, in the future, you will cease making work for me XXXX XXXX XXXX This isn't my job XXXX XXXX XXXX XXXX, we no longer have a contract with PayPal. Our access to their database is no longer available -- reason as to why I ask for this details. But please give me a moment to check on this. 
XXXX XXXX XXXX THat's wonderful to hear XXXX XXXX XXXX But at the end of the day, you charged my paypal account without authorization XXXX XXXX XXXX and fraudulently XXXX XXXX XXXX Thank you for patiently waiting. I really can not see where that charge is coming from on your XXXX account -- no matches found for {$6.00}. I need to connect you over to our Account Takeover team so they can further assist you with this and possibly issue the refund right away, would that be okay? But for me to do so, I will have to transfer your contact to their email support and disconnect our chat session. 
XXXX XXXX XXXX Our specialized team is only available via email. I will have to transfer your contact with them. You will be receiving an email from them within 24 hours. You can just reply on the email thread. 
XXXX XXXX XXXX I don't mean to rush you or anything but I just would like to know if you are still with me?

Company response to consumer: Closed with monetary relief