Consumer complaint received 2017-08-17
Company: Paypal Holdings, Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/XXXX, I made purchases on PayPal in the amount of $XXXX using my XXXX checking account. I lost my job and had to cancel my transactions that day. I paid $XXXX to XXXX to do this to avoid problems and overdrafts so I could afford rent at my cousins while being unemployed on food stamps. 

- One Paypal merchant stoped the process and got her money back (see below) but not me. 
- The other I tried to return and they never got back to me after multiple times....so I never knew if XXXX got it. My cousin lives in a neighborhood where everyone knows everyone. It wasn't stolen. I left it on the porch for XXXX to pick up as they told me. It was gone when I got home from job hunting.

PayPal sent me to collections. I reported fraud to PayPal and XXXX. XXXX did nothing but overdraft fees over $200 still not paid. I had to get a new account at XXXX XXXX.

Paypal fraud is overseas and XXXX fraud was sometimes overseas. I thought that this was illegal US banking. The only person who seemed to help me was PayPal's collection agency XXXX. XXXX believed error on PayPal and XXXX and asked me to keep records and screenshots. I have a file and follow up to him, Paypal collections and the CEO a lot via email with screenshots and the below message.

The email I send which XXXX XXXX sad was perfect is:

Hello,

This is fraud. I am not responsible for these charges not ever being credited to my account. After speaking with XXXX XXXX at XXXX XXXX XXXX he feels strongly my case is fraud on PayPal's doing. Not the merchants or myself.

Being a PayPal customer since XX/XX/XXXX I have never had any problems with PayPal or problems on XXXX with a score of XXXX in positive feedback. 

Background
I was laid off work and had my bank XXXX stop payment on the transactions for XXXX XXXX, XXXX (aka XXXX XXXX XXXX  XXXX) and XXXX XXXX (aka XXXX) so I could afford rent at my second cousins who graciously took me in as well as food. The government gives me $XXXX a month for food stamps and I receive a tiny unemployment check. Leaving the city of XXXX to live with 2nd cousins I hardly know was hard. I do not drive. There are no side walks and I am in the middle of nowhere. I have spent over 15 hours of phone time working on Paypal, XXXX, XXXX on this to avoid credit damage and protect myself.

Every time I contacted PayPal I was put through to your overseas outsourcing operation. They did not understand the problem. I spoke to several and got different answers every time, including from their supervisors. I am protected by fraud under many laws. Especailly, ones that have to do with outsourcing financial fraud matters to other countries.

Why is this fraud after I stopped payments? 
-XXXX XXXX XXXX never shipped the item because I told them not to. They paid back PayPal on XX/XX/XXXX which was the date the payment cleared. I have many emails of documentation. Nice merchant. You never credited my account. If I look on my PayPal account it says refund sent. Seeing she paid you back I should not be in the negative and PayPal is committing fraud.

-XXXX XXXX. (XXXX) said they shipped the item via XXXX the day I ordered online before I could tell them not to and cancel. I asked them what to do when the package arrives. They stated to leave unopened and write "refused" and bring it in to a XXXX XXXX. When I arrived at the XXXX XXXX they said even though the package wasn't opened only a dispatcher can go pick it up. She gave me the wrong number and I had to find it myself for the area XXXX dispatcher. When I spoke to the dispatcher she apologized and said the XXXX store should have taken it. I asked if we were on a recorded line for proof of documentation. She said yes and XXXX will pick it up on the doorstep at XXXX XXXX XXXX, XXXX XXXX IL XXXX the next day. I did this and the package was gone later the next day. I realized I never had the tracking number on the PayPal receipt which was also used for the return. Why did PayPal not provide the tracking number? Also this merchant has not yet provided tracking number. No tracking number records to the buyer is not proper business. They emailed me back saying the have not received the package. I explained XXXX got it and you have the tracking number so please track the return. This is a small neighborhood where people don't steal an everyone knows each other for decades.I have no criminal history or negative PayPal history either. It also says refund received but never on PayPal but never taken off this negative balance causing two XXXX payments to be stopped as well.

-PayPal was having me deal with fraud calls in other countries which is illegal. I believe all the time I wasted was talking to people in the XXXX or XXXX, which they admitted to on their recorded lines. US government requires US companies to handle fraud within the US.

-XXXX fraud pointed the fingers at Paypal and did nothing. Since then I have acquired over $XXXX in negative balance in my XXXX checking account which consist of overdraft fees of $XXXX for the already posted transactions you pushed through. Then another $XXXX for still not being able to pay them. You owe me money. Also you owe me through your fraud the $XXXX I had to spend 4 times to stop these payments $XXXX. 

1. Total you I owe to PayPal by law is to be set to $XXXX and by your errors.

2. Please also provide a check for $XXXX owed to (XXXX XXXX, myself) for the funds wrongfully taken, transaction fees from my negative balance due to your wrong doing, overdraft fees and the fees I paid to stop payment which I am entitled to on my XXXX account

-It wasn't till your "wonderful, kind, smart outsourcing in the US, representative, XXXX XXXX could understand my story and how all this could have been prevented by PayPal and not outsourcing my fraud complaints to other countries.

Conclusion
Let's settle please immediately on my terms. I am not meeting in the middle and will not be bullied by PayPal and XXXX checking, when you clearly violated multiple Federal and international laws everyone should know about. The second I said, "fraud" your foreign customer service should have connected me to a US fraud specialist. 

Please send my check to my address on file and wipe out my negative PayPal balance in full. 

I have legal insurance and do not wish to use that on this silly matter. I am unemployed, in debt, no money, no food, no health insurance and been 100% law abiding citizen in the US for XXXX years, my whole life. I expect this done in 5 - 7 business days and then laid to rest.

Regards,

XXXX XXXX XXXX

On Fri, XX/XX/XXXX at XXXX XXXX, PayPal  wrote:
 
This message contains graphics. If you do not see the graphics, click here to view.
PayPal
Dear XXXX  XXXX, 



We have attempted to contact you on multiple occasions to make you aware of an outstanding issue with your account. Our records still indicate that your PayPal account has a negative balance of $XXXX and has been negative for at least 36 days. 


This is an urgent matter that requires your immediate attention to ensure continued availability of your PayPal Account and to avoid additional collection efforts. If you do not resolve your negative balance today, your account could be sent to an outside Collection Agency for further action. 


Please log into your PayPal Account today and follow the steps outlined below to resolve your negative balance. 

1. Access your account at PayPal.com 
2. Click the "Resolve your negative balance" link located next to your PayPal balance
3. Select the "Add funds to your account" option and click "Continue"
4. Select the "Add funds" option that best suits your needs and click "Continue"
5. Select your preferred payment method (Credit/Debit Card or Bank Account) 
6. Enter the payment amount and click "Continue"
7. Click "Add Funds"

Were here to help. If you have any questions regarding this message or you are unable to make a payment on your account, please contact us at XXXX to discuss your options. We are available Monday through Friday from XXXX XXXX to XXXX XXXX Eastern. If you have already resolved your balance, thank you and please disregard this message.


Sincerely, 

PayPal 


Do not reply to this email. Please send all messages through the email form on our website.

Copyright  XX/XX/XXXX-XX/XX/XXXX PayPal. All rights reserved.

Company response to consumer: Closed with monetary relief