Consumer complaint received 2022-11-21
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
PayPal Policy changes needed. 
I was going to make a purchase from a nail polish company XXXX XXXX XXXX on XXXX XXXX, 2022. I signed into PayPal to use them as the payment method. I ended up not going through with it. The next day when I signed in to my banking app I saw a purchase for {$30.00} from the nail polish company and then a refund of {$30.00} dollars. When I was going to make the purchase it was a little over that about $ XXXX. What was even more of an issue is a saw another XXXX PayPal purchases for {$7.00}, {$40.00} and {$36.00} from a company called Inscents Waterfalls. Since I didnt make this purchase I called PayPal to dispute it as an unauthorized transaction. They informed me they would look into it and Id have to wait until XXXX XXXX to which I said fine but my account should be credited in the process because my money was stolen. They also advised the reoccurring billing was set up. They said they dont do credits. I do not understand how you operate as a financial institution with antiquated policies. They would not credit my account during the investigation. The also advised they didnt show the nail polish purchase on their end. I said it doesnt matter that is how they gained access to the account because previous to this incident I hadnt accessed the account for anyone to be able to steal my login information to do what they did. I took screen shots and provided them of the purchase and how it showed just like any other PayPal transaction. When I explained I needed the money and it was mine they should have just told me oh well we dont care. I informed them I would be filing this complaint and it meant nothing. This meant nothing because they completely outsourced their customer service and did not equip them with the information nor tools to be successful in these situations dealing with individuals from a different country and their institutions or federal complaint systems. That is completely unfair to them and bad business. When I followed up in a attempt to speak with someone of leadership about the timeframe because I needed the money the lies started. I was told by 4-5 different employees that it would be 24-72 hours through out this experience. I continued to get the run around which was extremely upsetting after I followed up when the 72 hours was over. They again tried to tell me 24-72, which was not ok and I asked to speak to management. At this point I was told I probably wouldnt be getting my money back because there isnt unusual activity on the account. I asked what was unusual activity and was advised, password change, phone number change. I asked me calling submitting a claim calling as often as I am freaking out over about {$90.00} isnt unusual. Explaining how they gained access isnt unusual. They set up reoccurring billing on my account and I wasnt even aware and I had no way to stop the billing through the actual company. None of this is unusual. PayPal polices are so antiquated they dont even acknowledge how scammers find new ways to steal or technology advances for scammers to do what they do. They care nothing about how scams affect their customers as long as they created large dividends for investors and bonuses for senior leadership. 
Next, when I spoke to a manager, the same one that said I wouldnt get my money back, suggested I change the claim to services not received. I asked why she said I have a better chance of getting my money back. I asked what the process was and she advised we reach out to the merchant to confirm if they provided the service or product. I couldnt believe how tone deaf this was and lacked critical thinking. If you are successfully scamming people. You are not going to tell PayPal. In addition to that you are asking that I lie and say I set up the payment when I did not. When you XXXX search this company a popular search is inscents waterfall scam. That should say enough. PayPal did not do their due diligence in this situation, they have no consideration for their consumers. I have include screenshots of the nail polish so you can see that they are mimicking your company purchases. This should be a problem for you. I also provided this to your representative.

Company response to consumer: Closed with explanation