Consumer complaint received 2023-10-27
Company: Paypal Holdings, Inc
State: OR
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 used my XXXX credit card on PayPal and sent a payment of {$280.00} to the wrong person in error. When I realized that I did not identify the name of the person it was sent to, I immediately contacted Paypal to advise them of the error and requested them to reverse the charge before it went through as It was still showing as " pending ''. PayPal denied my request and stated that they felt the charge was " valid '' and advised me to attempt to contact the person directly and request them to reverse the charge and/or refund me the monies I sent in error. I attempted to contact the person on Sunday XX/XX/2023 with the contact number they had listed on the PayPal transaction information listed within the transaction information. After several attempts, they finally responded to me via text message and informed me that they would not reverse the charge and/or refund me, and told me they wanted me to file a dispute with PayPal. I told them I had attempted to file a dispute with PayPal and they had denied my request, and that I would be filing a dispute with my bank XXXX and their response was " that would be best ma'am ''. I contacted Paypal again on Monday XX/XX/2023 hoping to resolve the matter one more time before I filed a dispute with my bank XXXX, and spoke to someone in customer service who said they would attempt to contact the person directly via telephone. They placed me on hold and attempted to call them. After several minutes the agent got back on the phone and said the person did not answer the phone so they committed to send them an email and would continue to try to contact them via telephone. The agent also advised me to file a dispute with my bank XXXX and that they would " cooperate and help as much as possible. They also told me they would be back in touch with me regarding this matter. I have not heard back from PayPal to date. Since I had no other communication from PayPal, I took their advice and filed a dispute with XXXX on Tuesday, XX/XX/2023. XXXX followed up with me for additional information by sending me a request for " additional information '' via my " inbox '' on my XXXX account regarding my complaint. I immediately sent them an explanation of what had occurred, as well as evidence of the XXXX text messages I had received from the person whom I had sent funds to in error which stated that I should file a dispute with my bank. I uploaded the information via their online portal which is used to submit documents to the bank. On XX/XX/2023 I received a notice from XXXX via my online " inbox '' on my XXXX account advising me that they had determined the transaction to be valid and stated the following " A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction ( s ) was not received. Based on the existing information in our records, there is insufficient evidence to support your claim ''. This is false. I honored their request and sent them an explanation as they requested as well as what information I was able to obtain from the individual that I sent the funds to in error. Upon discussion with XXXX CEO office they informed me that they do not have the " authority '' to issue me a credit and it would fall under Pay Pals authority or ability to do so based on the type of transfer being a money transfer. They also stated the error resolution is solely Pay Pals responsibility to take action on. I have not been able to contact the person whom the funds were sent to and no monies have been refunded back to my Paypal account or XXXX credit card. The person has failed to respond to any additional request attempts and has blocked my number and will not respond to any further communication from me. PayPal has not been in contact with me and if fact would not take any action to assist me and I have had to contact them multiple times and keep getting the run around.

Company response to consumer: Closed with explanation