Consumer complaint received 2020-01-26
Company: Paypal Holdings, Inc
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Fw : As the issuers of paypal master card debit card paypal has passed the buck to you XXXX / Sent XXXX XXXX <XXXX> To : XXXX XX/XX/XXXX at XXXX XXXX  Please see my message below regarding paypal 's having evidently previously registered the current cell phone number belonging to my friend on their site prior to him owning it, the individual on paypal XXXX XXXX XXXX XXXX in spite of their placing him as my top contact I would ask that you access my account statement history to see that this is not accurate, for I do not know the individual to whom paypal sent what was intended to be a money transfer to the current owner of the phone number XXXX XXXX XXXX XXXX XXXX ( see profile on XXXX ) to a paypal purchase adding {$3.00} to the {$100.00} I sent to XXXX  Saturday XX/XX/2020 Between XXXX phoning paypal and myself having to repeatedly log in to customer service ( dispute/unauthorized transaction page would not load ) we spent the entire day proving to them beyond any doubt that the money went to the wrong individual, yet paypal will not accept contributory responsibility for the transaction going to the individual they registered the number to saying I/we had to contact the card issuer, I have been under the impression that paypal was the issuer ( please note the expired card number still on the site, paypal would not transfer the balance or issue a refund of the money remaining on it stating transactions were pending when the only thing pending was the failure on their part to close that card account and return the remaining balance which I request you do so as well ) and they never said anything to alter this until until I got the email stating XXXX issued the card yesterday afternoon paypal 's refuses to remedy this error passing resolve to you the card issuer, therefore I respectfully must insist you reverse the payment of {$100.00} sent to XXXX XXXX who is/was not the intended recipient and to enter the expired card account and refund the remaining balance on it to me while returning the {$100.00} to my current card which now that I am aware is not paypal issued would very much like to continue customer relations with you the issuer but not paypal who as soon as you have credited my card with the {$100.00} and closed the expired card account by refunding the remaining balance I will be closing my paypal account as they have destroyed my faith and confidence in them as a trustworthy institute Thank You XXXX XXXX -- -- - Forwarded Message -- -- - From : Info <XXXX> To : XXXX XXXX <XXXX> Sent : Monday, XX/XX/2020, XXXX XXXX   MST Subject : RE : As the issuers of paypal master card debit card paypal has passed the buck to you Dear XXXX XXXX, Thank you for contacting us regarding your concern. I am sorry to learn what happened. I am glad to assist you with the PayPal Prepaid MasterCard. 





Although we do issue the card, we do not have direct access to your account here in XXXX Customer Care. I do understand that you have tried to communicate with PayPal Prepaid MasterCard ; however, we were not provided with the system access to the account information of their accountholders. To receive assistance about the issue with PayPal Prepaid MasterCard or if you wish to close the account, you may visit their website at www.paypal-prepaid.com or send an email XXXX for account-related concerns. 





I trust this information provides clarity regarding your customer support options. Thank you for writing to us. Have a good day. 





Best regards, XXXX XXXX. 

Customer Correspondence Specialist From : XXXX XXXX [ mailto :  XXXX ] Sent : Sunday, XX/XX/2020 XXXX XXXX  To : Info <XXXX> Subject : As the issuers of paypal master card debit card paypal has passed the buck to you Hello Please access my paypal mastercard statement , the last transaction for {$100.00} was not authorized as a paypal purchase it was a money transfer to the owner of the cell phone number I sent it to HOWEVER paypal evidently has registered that phone number to someone that goes by XXXX XXXX on their site and too they list this unknown to me individual as my top contact, you'll see from my account history that simply is not the case and in spite of proving all of this to paypal customer service they refuse to contact the individual they sent the money as a paypal purchase charging {$3.00} and returning the money instead saying I have to contact the card issuer, I am XXXX and have limited phone service I can not call toll free numbers, cell phones or long distance except in the same area code, paypal under privacy can not nor would I ask for them, to provide that individuals contact information however as the card issuers you do have that information with which I respectfully request you review what paypal did , return my money and because of their conduct after the money has been returned sadly I will be closing my account both there and with you as well unless you have a debit card that is in no way associated with paypal whose antics are very similar in nature to the predatory vermin operating XXXX Sincerely Devastated, XXXX XXXX

Company response to consumer: Closed with monetary relief