Consumer complaint received 2019-05-06
Company: Paypal Holdings, Inc
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
This complaint is about PayPal , Inc., an online bank, and digital wallet for online purchases and transfers. 

On XX/XX/2019 I invoiced a client through PayPal for the balance due for building a website. The amount due was {$950.00}. The client paid the invoice. The client received access to her website as soon as the balance was deemed " paid '' by PayPal. 

The client didn't contact me with any issues about the live, functional website. 

On XX/XX/2019 the client XXXX, filed a dispute with PayPal claiming product she had purchased from me hadn't be delivered. This was a lie, and therefore a fraudulent claim. 

I responded to this customer dispute with voluminous documentation as I had retained all email communication between the client and I because I knew she would try to get out of paying full price for the website. 

On XX/XX/2019 I contacted PayPal 's " customer service '' to find out where in the process this FRAUDULENT complaint was in their timeline for resolution. I was told it might take 90 days to resolve. 90 days from XX/XX/XXXX would be XX/XX/XXXX. 

When I called PayPal in XXXX, I was redirect to the collections arm of their company. 

So after having spoken to a PayPal customer service rep on XX/XX/2019 who acknowledged that PayPal has ascertained that there was no legitimate claim for the client not having received product/good/service, that PayPal would try to work it out with XXXX XXXX XXXX to honor the charge, and release me from the chargeback/fraudulent claim. 

I refused to speak with the collections agency because the dispute file was still open and unresolved, so there was no reason for my account to be in collections. 

All subsequent attempts to communicate with a live customer service rep were unsuccessful. I was either redirected to collections or disconnected. 

On XX/XX/2019, I received an email from the client who filed the fraudulent dispute informing me that her bank had decided to honor the {$950.00} payment, and she'd been charged for that amount a second time. XXXX XXXX XXXX didn't acknowledge her right to dispute the charge after having received my documentation via PayPal. 

On XX/XX/2019, I again reached out to PayPal customer service. I was again redirected to collections, this time to a different company : XXXX XXXX. When I explained that I had documentation from XXXX XXXX XXXX reflected a new charge to XXXX. for the {$950.00} deducted from my PayPal account, I was finally transferred to a live person in PayPal. 

The conversation proved unsatisfactory as PayPal could not explain why they had no record of the XXXXXXXX XXXX transaction with client XXXX. I then requested a specific email address to which to send the screenshot documentation from XXXX XXXX I had received from client XXXX. 

PayPal insists that even with this documentation from XXXX XXXX, that they can't make my account whole or release my account from their collections arm. 

This has DAMAGED me and at this point, I consider that PayPal and their collections arm are colluding with the fraudulent {$950.00} claim dispute initiated by XXXX. 

XXXX. is unable to " settle '' or withdraw her fraudulent claim with PayPal according to PayPal 's current dispute process. Additionally, PayPal 's onhold audio message is misleading when it states the PayPal makes the decision with regard to Seller/Buyer disputes. PayPal maintains they are unable to make the determination about the transaction and that only XXXX XXXX can make the determination. 

PayPal insists that resolution of this fraudulent claim can only come about once they have the necessary documentation from XXXX XXXX. 

While XXXX. had consumer fraud protections available to her through XXXX XXXX as a buyer, I have no consumer fraud protection available to me through PayPal. 

My credit rating has been damaged by this fraudulent dispute, and by PayPal putting my account into collections before the dispute resolution had been determined. The case file is still " open ''. I requested an email from PayPal to document the 2 hours I spent on the phone with them today. 

I spoke with XXXX ; XXXX XXXX, who transferred me to XXXX ; PayPal customer service rep, who transferred me to XXXX, Supervisor in Disputes who was referring the matter to " chargeback '' I submitted the pdf of the XXXX XXXX transaction memo to XXXX. to PayPal at this email address : XXXX. 

Apparently, XXXX XXXX  has 180 days to respond to XXXX. fraudulent claim, and then an addtional 90 days to " work digital magic '' in restoring {$950.00} to PayPal so my account with PayPal can be made whole. 

I will contact the XXXX to inquire as to the validity of pursuing a Class Action suit against PayPal for the manner in which they handle chargebacks. I am sure there are thousands of other people like me who have been similarly damaged ; especially as PayPal 's process doesn't seem to allow them to make a simple determination as to a fraudulent claim being made against a Seller who invoices/bills through PayPal online digital wallet/banking. 

I have VOLUMINOUS documentation with regard to the fraudulent claim by XXXX. 

This email, sent today from PayPal, doesn't accurately represent the details of today 's repeated phone conversations or my having submitted a pdf document from XXXX XXXX showing that XXXX. has been charged {$950.00}, which -- isn't going to come directly to me. 

" Dear XXXX, Thank you for contacting PayPal Customer Support. My name is XXXX and I am happy to assist you. 

As discussed, this email is to notify you that you have contacted us on XX/XX/2019 to discuss the chargeback case XXXX in the amount of {$950.00} USD. As of right now, we are currently awaiting the financial institutions response to the case. You have also previously provided your evidence which has been sent for review to the financial institution. There is no further action needed on your side at this time. We will update you when a decision is made within this case. 

Don't forget, we're always around if you need us. Just click " Help '' in the top right corner of any PayPal page to visit our improved Help Center. 

Add your mobile number to your PayPal account so we can reach you right away if we ever need to verify account activity with you. Simply log in to your PayPal account, click " Profile '' near the top of the page and then click " Update '' beside " Phone. '' You can also make and receive payments with your mobile phone when you add it to your PayPal account. After you confirm your number and create a PIN, you'll be able to get money, send money, check your balance, or manage your account from your phone using simple text messages. 

Sincerely, XXXX PayPal Customer Solutions PayPal "

Company response to consumer: Closed with monetary relief