Consumer complaint received 2020-04-08
Company: Paypal Holdings, Inc
State: IA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Unexpected or other fees

Complaint:
Case closed Case ID : XXXX We were notified by your credit card company that you had filed a case for a payment made on XX/XX/2020. View case history Case details Dispute Reason Unauthorised Case Status Closed Case Resolution Decided in your favour Seller information XXXX XXXX XXXX Transaction amount {$2200.00} XXXX  Case Resolution Decided in your favour. 

I had this same conversation by phone with a young lady when my my account was limited right after the charge back was started. She stated the bank listed it as unauthorized. I did not. It is only for the repair that needs to be done. That is why the claim is only for {$380.00} and not over {$2000.00}. I want to have it repaired and keep it. 

She lifted the limitation within minutes after I reset my password. 

This is what shows on your site : Case closed Case ID : XXXX We were notified by your credit card company that you had filed a case for a payment made on XX/XX/2020. View case history Case details Dispute Reason Unauthorised Case Status Closed Case Resolution Decided in your favour Seller information XXXX XXXX XXXX Transaction amount {$2200.00} XXXX  Case Resolution Decided in your favour. 

Please go ahead and leave us a message if you haven't already, and we will get back to you in a few hours. 

XXXX XXXX XXXX Case closed Case ID : XXXX You are now connected to XXXX  XXXX XXXX  Hello XXXX! My name is XXXX and Ill be assisting you as XXXX  is not available. Before everything else can I ask for your first and last name? 

Considering you being away from the chat window, I will be pausing this chat. Please resume the chat when you get back so that we can continue the conversation. 

Please go ahead and leave us a message if you haven't already, and we will get back to you in a few hours. 

XXXX XXXX XXXX Hi XXXX . Please restore my account. My credit card company is taking care of this. I do not own PayPal {$380.00}. They never gave me a credit for {$280.00} Sorry, {$380.00} You are now connected to XXXX XXXX XXXX XXXX XXXX  Hi! This is XXXX. I'll be assisting you today. 

Thanks for the information. Please give me 2 minutes to check your account. 

You are now connected to XXXX XXXX XXXX XXXX XXXX I'm still verifying the transaction and process. Please bear with me. 

To whom are we chatting with? 

I'm still not receiving any response. Please let me know if you are still on the line. 

It looks like you stepped away. That's ok! When you, reply we'll connect your message to the next available team member. 

Please go ahead and leave us a message if you haven't already, and we will get back to you in a few hours. 

XXXX XXXX XXXX I am back. XXXX XXXX You are now connected to XXXX You are now connected to XXXX You are now connected to XXXX XXXX XXXX  Hi! This is XXXX. I'll be assisting you today. Thanks for the information. Please give me 2 minutes to check your account. 

Our agent will respond to your message within an hour. 

XXXX XXXX Your credit card company let us know that you asked them to reverse a recent PayPal payment. We show that you were already credited for this transaction, or that you still have the item. We ask that you reimburse PayPal for the duplicate credit Paypal paid out the Merchant as well. To cover the lose on their end. 

XXXX XXXX XXXX It was only a temporary credit. The investigation is ongoing {$380.00}. 

XXXX XXXX I see! Thank you for that information. It will be a permanent credit XXXX as your card company already sent us the result of their investigation. Your Paypal restriction could only be removed once the {$380.00} is paid off. 

XXXX XXXX XXXX They must have sent the info to you but not to me. How do I pay right now? 

I get this message : Something went wrong. Please try again. 

XXXX XXXX I will provide to you our collections number. You could arrange a direct payment with them. Collections XXXX It looks like you stepped away from our conversation. I will pause this conversation until you go back online so we can address your concern further. 

Our agent will respond to your message within an hour. 

XXXX XXXX XXXX Thank you very much. 

You are now connected to XXXX XXXX XXXX Your welcome XXXX ! Once we receive the payment, I'll be able to restore your account. 

If you do not have questions, please to select " End Conversation '' to close our conversation. Thank you for using PayPal Messaging. 

It looks like you stepped away from our conversation. I will pause this conversation until you go back online so we can address your concern further. 


Our agent will respond to your message within an hour. 

Our agent will respond to your message within an hour. 

XXXX XXXX XXXX You took the {$380.00} from my account this morning. Please restore my account. 

You took the {$380.00} from my account this morning. Please restore my account NOW. 

You are now connected to XXXX XXXX XXXX I took note of that. Thank you for the helpful information. 

I can go ahead and lift the limitation on your PayPal account and let me make you a happy camper. 
Thank you for your patience. I've already removed the limitation on your PayPal account and you can continue using our services again. 

I am happy that I was able to help you today. If you're good to go, please select End Conversation. Thank you for using PayPal Messaging. 

It looks like you stepped away from our conversation. I will pause this conversation until you go back online so we can address your concern further. 

You are now connected to XXXX XXXX XXXX Hello XXXX ! My name is XXXX and Ill be assisting you as XXXX is not available. I have reviewed the previous conversation. I do show that XXXX did lift the limitation on the PayPal account. Is there anything else I can assist you with? 

It looks like you stepped away from our conversation. That's ok! When you reply the conversation will resume with me or the next available Customer Support team member if I am not available. 

Our agent will respond to your message within an hour. 

XXXX XXXX XXXX You held my money hostage until I paid a ransom of {$380.00} that you paid in error. It should have come from the seller 's account. Refund my money NOW. 

Our agent will respond to your message within an hour. 

You are now connected to XXXX XXXX XXXX XXXX! My name is XXXX and Ill be assisting you as the previous consultant is not available. 

You are now connected to XXXX XXXX XXXX I have reviewed the previous conversation and understand that you are trying to get your money back from a transaction with a chargeback case with your financial institution. 

Our agent will respond to your message within an hour. 

XXXX XXXX XXXX yes XXXX XXXX upon checking your PayPal account and the payment, your bank made a decision to grant the case to the merchants favor. meaning your bank placed the money back to the merchant. so for that one. we don't have any control over it since the case is not with us. the best option is to contact your bank and appeal for the case. 

XXXX XXXX XXXX No. The bank ruled in my favor. 

This is also shown in the resolution center. 

PayPal should have paid the bank from seller 's money not PayPal money. 

XXXX XXXX let me check it further for you. 

XXXX XXXX XXXX yes XXXX XXXX thank you for patiently waiting, im so sorry for the long wait. upon checking your PayPal account and the case here, although the final decision of your bank on the case is to grant you the money back. we dont have the money yet from your bank. once we receive the money, it will appear in your paypal balance XXXX XXXX XXXX WRONG. I already paid PayPal using PayPal funds that came in. PayPal owes me {$380.00} they should have taken for the seller 's account. 

I no longer owe {$380.00}. PayPal owes me {$380.00} they took from me in error. 

XXXX XXXX  sorry for keeping you waiting, im reviewing all transactions that occurred within the dates of the case XXXX XXXX XXXX  ok You are now connected to XXXX  XXXX XXXX  i am terribly sorry for the long wait, we are now doing the investigation on your account for you. 

You are now connected to XXXX XXXX XXXX XXXX Thank you. 

XXXX XXXX Thank you for your patience XXXX , i do appreciate it. base on our investigation, although you have won the case with your bank. we here have decided to take the money from your Paypal balance because we have made a decision that your claim with your bank is incorrect. that this is a valid transaction. 

XXXX XXXX XXXX Why is it incorrect? 

XXXX XXXX that is because of the result of the investigation that was done by our back office team.and that's the reason why the previous limitation was placed in your PayPal account. 

XXXX XXXX XXXX I need specifics. 

XXXX XXXX for the refund, you will need to contact your bank for them to provide you options. 

since you have file a dispute case with PayPal under the filing reason that the item is not as described, that made it an authorized transaction. i believe that's the reason why they made that decision. 

It looks like you stepped away from our conversation. That's ok! When you reply well connect your message to the next available Customer Support team member if the previous Team Member is not available XXXX XXXX XXXX  With about 20  years on PayPal and {$100.00} 's of thousands of dollars in transactions this is not how I should be treated. Although their was a problem with the communication between the bank you PayPal it should be obvious that if it was unauthorized I would have asked the bank for a full refund. I did not and I asked only for repair work in my claim with PayPal and XXXX. 

Sorry, was not unauthorized. 

My Bank does not owe me the {$380.00} PayPal took from me. PAYPAL OWES ME {$380.00}. 

EITHER SOLVE THIS OR I WILL FILE A FORMAL COMPLAINT WITH THE STATES ATTORNEY GENERAL AND THE CFPB You are now connected to XXXX  XXXX XXXX  can i ask for your first and last name? 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX thank you. 

For that XXXX, we do appreciate you choosing PayPal as your payment processor for quite sometime now. at the same time, we were not able to justify that this transaction was unauthorized that's why money was taken out of your account. 

and since the original case is with your bank, you might want to give them a call for this. 

XXXX XXXX XXXX  THE ORIGINAL CASE WAS WITH PAYPAL . THE PURCHASE WAS AUTHORIZED BY ME. PASS THE BUCK. 

IT IS PAYPAL, NOT MY BANK, WHO TOOK MY MONEY AND VIRTUALLY CLOSED MY ACCOUNT AND PUT ME OUT OF BUSINESS FOR A TIME UNTIL I PAID YOUR RANSOM SOMEBODY AT PAYPAL CAN FIX THIS PROBLEM XXXX XXXX  I'm sorry to hear your current situation, at the same time the decision is irreversible now. 

XXXX XXXX XXXX  THAT'S NOT TRUE. SOMEBODY AT PAYPAL CAN FIX THIS. 

THE PROBLEM IS THAT THEY DON'T WANT TO. 

THIS IS JUST AS BAD AS IF SOMEONE HACKED MY ACCOUNT AND STOLE MY {$380.00}. IN THIS CASE PAYPAL HAS STOLEN MY MONEY THAT I TRUSTED THEM WITH. 

PASS THIS UP THE LADDER UNTIL IT IS FIXED. 

IT IS NOT IRREVERSIBLE. 

XXXX XXXX For that XXXX , the decision is final, no one in PayPal can undo the decision. 

XXXX XXXX XXXX  OH YES THEY WILL AND THEY ARE NO SORRY FOR ANYTHING AND THEY ARE NOT SORRY FOR ANYTHING XXXX XXXX  i understand XXXX. at the same time its final. 

It looks like you stepped away from our conversation. That's ok! When you reply well connect your message to the next available Customer Support team member if the previous Team Member is not available Our agent will respond to your message within an hour.

Company response to consumer: Closed with monetary relief