Consumer complaint received 2024-08-19
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc (TX)

It seems like every day were reading a headline warning us about some
new scam or fraud to be aware of. Ive always considered myself to be a
vigilante individual when it came to phishing scams and suspicious links,
or so I thought On XXXX XXXX XXXX, I was contacted by an individual
calling himself, XXXX, claiming I owed him money for XXXX  and
threatened violence if I did not comply. Now I want to set the record straight, at no point did I engage with an XXXX  or any type of XXXX.
Although I didnt know it at the time, these escort scams are very common
and this XXXX  character is infamous on XXXX  threads. You would think I
would just ignore and block the number, but he had my name, my age, my
current address. My mistake was picking up the phone and thinking I
could reason with this person and it cost me XXXX. That little 1% thought
of, What if this guy is actually serious?  He had my information, he had
my familys names, he knew their addresses and out of fear and love for my
familys safety, I was forced to do what he asked. Ive been on a multitude
of calls with PayPal and XXXX  XXXX  to help me retrieve back these funds.
PayPal has not helpful from the beginning and Chase has been giving me
different information every time I contact them, which I will go into further
detail later on. The past two weeks have been a rollercoaster of emotions: XXXX XXXX XXXX XXXX XXXX XXXXr. I am now at a point
where I am thinking clearly. My goal is to document everything Ive
experienced and share so that no one will be become a victim to these
criminals like I did. My hopes are to spread this information to aid other
government agencies to apprehend anyone associated with these types of
organizations that pray on the fear of good people to get what they want. I
have provided a timeline of the events to the best of my recollection as
they occurred below: MondaXXXX XXXX XXXX XXXX XXXX XXXX XXXX texted XXXX  times XXXX XXXX XXXX called XXXX XXXX XXXX XXXX XXXX) called XXXX  time  Picked up the phone call, he kept
speaking over me, tried to reason with him, but he became aggressive
when I was not cooperating. He started speaking in a threatening manner,
stated he had XXXX  ready to head to my address or any of my family
members addresses. Once he asked, Should I send my guys to visit your
sister at correct address?, the fear took over and his hooks were in me. 
He said we could do this the easy way, get whats owed and his guys will
delete my number and theyd end it there or he could have his guys hack
into my bank account and take everything. I snapped back and said theyre
just going to keep coming for more and he got really upset. He asked if I
was calling him a liar, which he was. He did eventually start adding more to the sum owed for other peoples time. At one point, he asked if I still
played guitar  which I do. He had his XXXX  send me a threatening
video with a XXXX  from XXXX to show me they were serious. 
There was a moment when I knew he was fishing. He said his bank guys
knew I was lying about the amount of money I had in my accounts. By this
time, I was exhausted and knew he wasnt going to stop, so I had to start
freaking out by saying, THATS ALL I HAVE!! HOW CAN I GIVE WHATS
NOT THERE?!?!. He told me to calm down. The freak out must of worked
because I think he realized all the apps werent allowing anymore
payments to go out of my accounts. He pretended to be sympathetic by
informing me that his other guys wanted to take XXXX and he told them
that was too much.  He said he would be contacting me again the next
day, but until then, if anyone reaches out to me, that they would have to
provide a code XXXX  to confirm that its either him or a trusted
associate. He ended by making me repeat the code and say, I am now
under the protection of the XXXX.  I guess one last slap in the face. XXXX:XXXX: XXXX XXXX transfer for XXXX from XXXX checking account
XXXX XXXX XXXX failed payment for XXXX XXXX XXXX
Withdrawal XXXX from XXXX XXXX  to back to XXXX  checking account XXXX XXXX PayPal payment (XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  payment XXXX XXXX 
XXXX XXXX XXXX failed XXXX XXXX  payment
XXXX XXXX XXXX XXXX denied XXXXXXXX  funding for new
payment twice XXXX XXXX XXXX  denied XXXX funding for new payment
XXXX XXXX PayPal payment (XXXX XXXX 
XXXX) XXXX XXXX PayPal payment (XXXX XXXX XXXX) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX  representative stated that since the XXXX XXXX payment was in
pending status, it would be reviewed and not released. I told her I was
happy that it wasnt going through because I didnt want it to. XXXX XXXX XXXX texted threatening video with a XXXX XXXX
Called PayPal XXXX XXXXXXXX  Notified PayPal of the whole situation I had just experienced. The representative was very sympathetic and
advised me to reach out to XXXX  to help pull back funds because there
wasnt much they could do at that moment. XXXX Called XXXXXXXX XXXX XXXX   Notified XXXX  of the whole situation I had just experienced.
The representative was apologetic, very sympathetic and advised me to
wait until the next day for the transactions to post, then reach back out to
have the charges reversed. XXXX: XXXX  Fraud called me XXXX XXXX  Representative (believe her name was XXXX) called to confirm I
did not want the XXXX XXXX transaction to go through. I confirmed I did
not and notified her about the situation. She was also very sympathetic
and apologized for what I had gone through and reassured me that the
transaction would not go through. XXXX: Called XXXX  to confirm the
number was XXXX  Fraud XXXX; I was XXXXXXXX XXXX:
XXXX  Fraud called  XXXXXXXX Tuesday XXXX XXXX XXXX XXXX:
Called XXXXXXXX XXXXXXXX XXXX XXXX  changed my user ID login
XXXX XXXX XXXX) called XXXX XXXX XXXX)
texted XXXX XXXX XXXX called XXXX XXXX XXXX called *Denied and blocked* XXXX XXXX XXXX
called *Denied and blocked* XXXX XXXX XXXX) called and
texted through XXXX  *Denied and blocked* 1XXXX: Called XXXX  Fraud XXXX XXXX XXXX texted Are you at home
now?  *Blocked* XXXX: PayPal case XXXXXXXX open: XXXX and XXXX XXXX XXXX XXXX) 
Transaction ID: XXXX XXXX XXXX  Representative sent
a message to XXXX XXXX requesting a refund.  XXXX  (XXXX XXXX XXXX XXXX XXXX)  Transaction ID: XXXX 
Representative sent a message to XXXX XXXX XXXX XXXX  requesting a
refund. XXXX: PayPal case XXXX  closed: XXXX
Contacted PayPal live chat to appeal case with PayPal Assistant (A.I. chat
bot  didnt work) XXXX: Called PayPal XXXX  Inquired with
the representative if their research looked into the other users accounts, if
they still existed, what their transaction history was because they closed
the case in XXXX  minutes. 1XXXX: Call XXXX XXXXXXXX Wednesday XXXX XXXX XXXX XXXX XXXX emailed Issued credit for XXXX claim XXXX XXXX XXXX emailed  Issued credit for XXXX claim
XXXX XXXX XXXX emailed  Insufficient funds to savings
account XXXX XXXX XXXX  *PayPal 1st attempt* XXXX: PayPal emailed XXXX payment returned to XXXX   Recipients Name: XXXX XXXX   Recipients Email: XXXX  Your
Transaction ID: XXXX   Transaction Date: XXXX XXXX XXXX 
Transaction Amount: XXXX USD  Bank Account Last Digits: XXXX XXXX PayPal emailed  XXXX  canceled XXXX Case XXXX
 We wanted to let you know that we received a request from your
financial institution to cancel a payment you sent on XXXX XXXX XXXX. Weve
returned the money to your financial institution. Payment details 
Recipient's name: XXXX XXXX  Recipient's email:
XXXX  Recipient's transaction ID:
XXXX   Your transaction ID: XXXX  Transaction
date: August 5, 2024  Transaction amount: XXXX USD  Case ID: XXXXXXXX XXXX  PayPal emailed  XXXX  canceled XXXX Case XXXX XXXX PayPal emailed  Chase declined XXXX   Recipients
NameXXXX XXXX XXXX  Recipients EmailXXXX XXXX  Your Transaction ID: XXXX 
Transaction Date: XXXX XXXX XXXX   Transaction Amount: XXXX  USD 
Bank Account Last DigitsXXXX XXXX XXXX: Called XXXX  Fraud 1-XXXX XXXX XXXX XXXX Fraud called back XXXXXXXX XXXX:
Called XXXX  Fraud  XXXX XXXX Called XXXX XXXX XXXX XXXX: Called PayPal  XXXX XXXX: Called XXXX  Fraud  XXXXXXXX  Thursday XXXX XXXX XXXX XXXX: Called XXXX  Fraud  XXXX  I kept track of the reversals on the account and
called in to notify XXXX  that they might have refunded too much.
Representative advised to wait until investigation is over. Friday XXXX XXXX XXXX XXXX: XXXX  emailed XXXX credit XXXX Monday
 XXXX  XXXX XXXX XXXX: Called PayPal XXXXXXXX   Inquired
about 1st failed attempt to fund XXXX PayPal payment.  They confirmed
they will try to fund the payment at least XXXX  every billing period. They would try again the next month and the following months. In other words,
they wouldnt stop.  The representative also confirmed if they could not
fund the payment through the original linked account on PayPal, that they
would try another. I have my checkings, savings and XXXX XXXX credit
card attached to the account. XXXX PayPal finally opens case for appeal
after they stated they would on XXXX XXXX XXXX  Dispute Case ID: XXXX  Transaction amount: XXXX  USD  Dispute amount:
$4,800.00 USD  Transaction ID: XXXX  Transaction dateXXXX XXXX XXXX XXXX XXXX XXXX (XXXX) called XXXX  times from new
number *Denied and blocked* Tuesday XXXX XXXX XXXX XXXX XXXX  emailed  PayPals 2nd attempt to fund XXXX payment from savings (
XXXX)  Payment was reversed by XXXX  the next day and no overdraft fee
was applied. XXXX Called XXXX  Fraud XXXXXXXX  Inquired on
assistance on PayPals non-stop attempts to fund the XXXXXXXX  payment.
Representative advised to close and open a new savings account because
XXXX  cant stop PayPal from trying to fund the payment. Also strongly
suggested that I dont have to keep calling in and I could check claims
updates on the XXXX  mobile app. XXXX: Called XXXX  to activate new
debit card XXXXXXXX  Wednesday  XXXX XXXX XXXX XXXX XXXX overdraft notice (XXXX) savings account  insufficient funds
*PayPals 2nd attempt* Thursday XXXX XXXX XXXX XXXX PayPal
emailed  Case XXXX appeal denied XXXX:
Called XXXX XXXX  PayPal funded XXXX0 payment with
linked XXXX XXXX credit card *PayPals 3rd attempt*  Transferred to
Credit Card; told to wait until it posted to the account Saturday XXXX XXXX XXXX XXXX: Called XXXX XXXX  Requested more
information on notification letter stating XXXX XXXX credit would be
revoked; advised to call XXXX  Fraud XXXX: Called XXXX  Fraud XXXX XXXXXXXX  First representative wasnt very helpful. He had a hard time
communicating the details of the resolution. Representative state XXXX  could not pull back the funds due to the other account wasnt a XXXX  account. Transferred me to a colleague/supervisor. XXXX XXXX Fraud
called back  XXXX  Informed XXXX XXXX credit being pulled back due to their investigations unable to prove transaction was not
authorized.  Representative stated the first representative I spoke to about
the XXXX XXXX transaction on XXXX XXXX XXXX (when it was in pending
status and the payment would not go through) was mistaken and that
XXXX  does not have the ability to pull back XXXX  funds. Monday XXXX XXXX XXXX XXXX: Called XXXX  XXXX XXXX XXXX
payment charged to XXXX  XXXX  credit card posted. *PayPals 3rd
attempt*  Representative opened new investigation. Experience
Takeaways: PayPal was reluctant to really assist in any meaningful way from
the start. They dragged their feet for 6 days to officially reopen my case for
an appeal. It was very apparent once they confirmed they would not stop
until the payments were fulfilled on their end. All transactions are marked
complete on the PayPal app. I cant even go to the Resolution Center to
find my closed cases anymore. There were once notes on the transaction I
disputed, but are no longer there; its as if the dispute never happened.
XXXX  representatives always felt very disconnected from each other;
providing different information. Their customer service line is setup to
make you feel theyve confirmed your identity and have your account
open, up and ready to go. Why have the A.I. voice prompts ask for your
name and mailing address if its never transferred to the representative
that has the call in queue? Even when transferred, the representatives have
no idea why Ive been transferred to them and I have to explain everything
all over again. Im not sure how much the phone representatives are asked
to input notes on their calls, but I know for a fact I had notified 3 different
representatives within the first day about everything that had transpired
and that representative I was speaking to at the time had no clue and said
theres nothing notated on your account about the incident. The fact that I
called in for the pending XXXX XXXX transaction to XXXX XXXX right
after it happened to cancel it, was reassured that it wouldnt go through by
the representative, got called back by the XXXX  Fraud team to reconfirm I
didnt want the payment to process, only for it to be posted the next day!
The real kick to the face is the notice that XXXX  would be revoking the XXXX XXXX  credit on or after XXXX XXXX The representative didnt share any of the investigation details with me and stated the original
representative, no wait let me make correct myself, those XXXX  representatives (first original one and the Fraud representative that called
after) were both mistaken and that XXXX  cant pull back XXXX  payments.
My fear now is, now that XXXX  has decided to revoke the XXXX XXXX
credit from the account, are the other pending claims soon to follow in the
same manner?