Consumer complaint received 2024-09-03
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc (NY)

I am writing to formally file a complaint against PayPal for their severe neglect of customer service standards. lack of displaying human decency and their failure to conduct a thorough and fair investigation into my case. Despite a clear written agreement between myself and another party, PayPal has disregarded this agreement and ruled in favor of the other party that did not fulfil their obligations clearly laid out in the agreement. This resulted in an unjust outcome. This lack of consideration for the facts presented has caused significant hardship and financial loss. 



On XX/XX/XXXX of this year I filed my initial dispute and it was ruled in favor of the other party. On XX/XX/XXXX I filed an appeal that was also denied. Since then, the customer service representatives repeatedly dismissed my concerns, transferred me without resolution, assured me I'd be receiving a call back from another department that never called and one even hung up on me mid conversation. This not only shows a lack of respect for my time but also a blatant disregard for the issues I was trying to address. The matter at hand involves a disputed transaction in which {$1900.00} was unfairly deducted from my account. Despite providing comprehensive documentation and evidence to support my case, PayPal clearly failed to conduct a fair and thorough investigation into my case. Throughout the process of trying desperately to get someone at PayPal to even acknowledge reading the content of the documentation I provided, it became clear that even the multiple supervisors in the department that was apparently in charge of conducting the investigation had not done so. For instance, on at least one occasion I ask the supervisor if he had *actually read the documentation I provided. He answered " yes ''. I then asked him to summarize what was included in the documents, at which point he took a moment, and started reading *out loud, from the start of one of the many messages I sent them asking for them to review the documentation. It was clear he had never even read my statements let alone conducted a fair and thorough investigation of the documents I provided. 



It is important to mention that in XXXX of last year I retired from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to focus my energy and attention on XXXX XXXX XXXX XXXX XXXX XXXX XXXXt I developed that aimed to help people who are experiencing difficult issues. While I had no income coming in from my previous XXXX XXXX XXXX XXXX XXXX XXXX XXXX to sell, I utilized XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to make ends meet, pay the bills, feed my family etc. I would be paid via paypal for the things XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I imagine it is easy to see how a negative balance of almost {$2000.00} would be extremely detrimental to my family 's well being and stability. I would have to sell something worth {$2000.00} just to have a channel in which to receive income. 



Early Monday morning ( XX/XX/XXXX ) I decided to take matters into my own hands by bringing my case up with some of the executive team at PayPal, including the CEO XXXX XXXX via email. I politely asked that they take my concerns more seriously than the people they manage and informed them that I would be reaching out to various organizations like yours and the XXXX  if they did not reimburse the wrongly deducted funds and offer additional compensation for lack of wages and hardship caused to my family due to their unfair practices. Later in the day I decided to try to resolve the issue once again through their support staff. The previous treatment I described continued. One supervisor even told me that there was not a single person within the PayPal organization that had the authority to reimburse my account. Shocked by the statement I replied " not even the CEO? ", to which he said ( paraphrasing ) : not even the CEO. Due to this completely unacceptable treatment, I filed an official complaint with the XXXX outlining the situation and informed the executive staff, including the CEO, of the continued treatment by their customer service department. I also informed them of my filing of an official complaint to the XXXX 



Yesterday I received a message via the Paypal message center from someone who signed off as XXXX XXXX XXXX XXXX XXXX XXXX XXXX' Telling me that they have received my complaints etc and may need up to 72 hours to complete the investigation. They also stated that " Any additional complaints made, including those lodged with other agencies, will be linked to this case, and won't speed up our investigation. '' That statement seemed like a poorly timed veiled threat implying that by me seeking the aid of organizations who protect consumers from predatory corporate behavior, would in fact be detrimental to them resolving my case. Needless to say, it certainly gave me no more faith in the company, executive staff, or their ability to treat their customers with fairness and respect. 



Ultimately, their handling of my case has caused significant financial and emotional distress, impacting both my livelihood and familys well-being. Given PayPals refusal to engage in fair practices, their clear neglect of customer service, disregard for written agreements and blatant lack of human decency, I am requesting your assistance in investigating this matter and holding PayPal accountable for their actions. I believe it is crucial for consumer protection agencies like yours to intervene and ensure that a corporation like PayPals practices align with fair business standards and consumer rights. I am prepared to provide all relevant documentation and communication logs to support my complaint and would appreciate your attention to this matter. I hope that with your intervention, PayPal will be compelled to resolve this situation and be held accountable for their behavior. 



Sincerely XXXX XXXX XXXX XXXX XXXX