Consumer complaint received 2023-04-03
Company: Paypal Holdings, Inc
State: MD
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX, I discovered fraudulent charges on my XXXX XXXX XXXX XXXX card totaling {$1600.00}. I contacted the number on the back of the card, and they provided me with the forms I needed to dispute each of the charges. 
XX/XX/XXXX, the completed forms were emailed to the address provided. 

XX/XX/XXXX I requested a confirmation receipt that the forms had been received. 

In XXXX, I received a response that my claims were being denied because it was determined that I had approved of the transactions. 

XX/XX/XXXX email to XXXX, follow-up to a phone conversation in which he asked me to email a summary of the situation I have been seeking restitution regarding this since XX/XX/XXXX. 
My initial claims submitted were denied, stating that based on their review I authorized these transactions. 
I can assure you I DID NOT authorize ANY of the attached transactions totally {$1600.00} The letter also states that I have the right to request the documentation they relied on in making the decision to deny my claim. I have contacted the number they referenced in their letter to me, XXXX, on numerous occasions to no avail. 

XX/XX/XXXX reply from XXXX thanking me for the information. Told the documents have been sent to the bank for a review and to expect a delayed response due to the holiday season. 

XX/XX/XXXX reached out to XXXX via email to request any updates XX/XX/XXXX email response from XXXX, there has been no response on the banks end, he was escalated the matter to his superior. 

XX/XX/XXXX email from XXXX, the team members finally managed to get a hold with the bank, they are now reviewing the case. 

XX/XX/XXXX reached out via email to XXXX to request any updates XX/XX/XXXX reached out to the bank via chat, chatted with XXXX in customer support. 

XX/XX/XXXX XXXX send email summarizing our chat, he made a follow up to the dispute team in order for a final resolution to be issued in my case. He will be in touch once updates are received from the team. 

XX/XX/XXXX reached out via email to XXXX requested the status. Requested a name of a person that I could speak to. 

XX/XX/XXXX XXXX replied via email that there was not any new information on the result of my case, as the last note on the file says that we will need to abide by the disputes teams original decision of the dispute. Another follow up to the team was make. He suggested I attempt to make a police report regarding this matter. 

XX/XX/XXXX reached out to XXXX via email that police directed me to work with the issuing bank, which I have been attempting for 7 month. Once again requested to have the information on what basis they made the decision that I approved of these purchases as the letter I received stated I had the right to request this information. It has been requested repeatedly and never received. Once again, I requested the name and contact information of whom this matter has been elevated to. 
XX/XX/XXXX email from XXXX, once again suggesting a police report as he was still awaiting communication back from the bank.

Company response to consumer: Closed with explanation