Consumer complaint received 2019-12-08
Company: Paypal Holdings, Inc
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The day XX/XX/2019 : At XXXX an email arrived indicating the sending of a partial payment for XXXX dollars. This was not immediately detected by me. 

At XXXX I received an email telling me that I had changed my PayPal password At XXXX I received another one, telling that I had changed the security questions At XXXX approximately how I didn't do those transactions, I proceed to communicate with PayPal ; I called them to help me to block my account. The worker that attended me said who had made a charge of XXXX dollars to me that my case would go to the fraud department and that they'll send me an e-mail with the results of the investigation in approximately 10 days. The report to PayPal about the irregular situation of unauthorized access to my account was reported one hour after access, and half an hour after being detected, so I can say that I was diligent in reporting the irregularity. 

At XXXX of that same day I received email telling me that : We have received your request of this case for this no authorized transaction. We'll check your case and we'll be communicating with you again in approximately 10 days. " At XXXX I received another e-mail that it says : " We have completed the review of the opened case because by unauthorized movement and determinate that there was no unauthorized use. Based on our review, we have determined that his transaction is consistent with your Pay Pal payment history ". 

It should be noted that I do not understand the statement that we have determined that this transaction is consistent with your payment history since the highest value of the three transactions I have made in 2019 corresponds to XXXX  dollars. 

At XXXX I received a new email stating : Your PayPal claim : claim XXXX rejected. We have reviewed the transactions and rejected your claims. We have made this decision because this transaction was authorized.

From the above it is concluded that the investigation of 10 days of pay pal was done in approximately 2 hours. 



The day XX/XX/2019 : at XXXX XXXX approximately I decided to contact Pay Pal to see the review of my case indicating that I would not be reimbursed for having neglected access to my password and that I could try to contact the seller to see if I have returned my money. 

After restoring access to my account I have tried to contact the seller using the solution center but when I link the transaction, to report the problem, it indicates that it is not possible to do so and try again later. 

I want to clarify that I did not do it and there is nothing that indicates fraud or negligence on my part, so I request a more thorough investigation to clarify the circumstances surrounding improper access to my account. It should be noted that my computer has an updated antivirus and an antimalware. 

Why PayPal is not utilizing the multiple identity verification system in my country? 


The day XX/XX/2019 I report identity theft at Federal trade commission assigning the number XXXX. 

On XX/XX/XXXX I received an email from PayPal Executive Escalations where they indicate that my claim has been denied : Below is part of the communication referred : Mr xxxx, I understand you are unhappy about an unauthorized claim you raised relating to a payment on your account that has been denied. A review of your account and the case in question shows that we were unable to determine your account had been accessed by an unauthorized third party. 
When a claim of this nature is raised with PayPal, we review all details of the account and the payment in question. We always look for any signs the account had been used by an unauthorized third party. In this instance, there was no outstanding evidence to indicate this was the case. Our review of your account showed the log in activity to be consistent which is why we could not grant you a refund.

Company response to consumer: Closed with explanation