Consumer complaint received 2025-02-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
Customer Support Talk to me Im powered by generative AI We use automated processing of personal data when you interact with this customer service chatbot. 
XX/XX/year> XXXX XXXX, XXXX XXXX Thanks for being a valuable customer of PayPal.

I'm your PayPal XXXX and always here to help. I'm still in beta testing, so talking to you helps me learn. 

In a few words, how can I help you? Specific questions help me find better answers.

Account issues Okay, I found some PayPal products on your account. Can I help with any of the following?

More account options Here are some other account-related tasks I can help with : Report fraud Don't worry, I'm here to help report any fraud, phishing or unauthorized transactions. PayPal is committed to providing a safe and secure experience for our customers.

Please choose the option that best describes your issue.

Report an unauthorized activity PayPal offers protection from unauthorized activity in your PayPal account. 

Are there any recent transactions you'd like to report as unauthorized? 
Yes Here are your recent transactions. Which one do you need help with? 
Seller name : XXXX XXXX XXXX XXXX Amount : {$500.00} Date : XX/XX/XXXX I can't dispute this transaction. Would you like to select a different transaction? 
No Okay. 

Is there anything else I can help you with today? 
Why can't you dispute this transaction? 

To dispute an unauthorized transaction with the seller named XXXX XXXX XXXX XXXX for {$500.00} on XX/XX/XXXX, you need to follow these steps on the web : Go to the Resolution Center and click Report a Problem. 
Select the payment and click Continue. 
Select the reason for your dispute, such as Unauthorized activity in your PayPal account. 
Select the option that best describes your issue and click Continue. 


Please note that to escalate a dispute to a claim, PayPal often requires that at least 7 days have passed since the payment date. A dispute will automatically close after 20 days unless its been escalated. Closed disputes can not be reopened or escalated to a claim.

For more details, you can refer to the PayPal User Agreement.

Read more here : How do I open a dispute with a seller?

Dispute filing timeframes How do I report an unauthorized transaction or account activity?

Get help with an item that is different from what you ordered or fake.

I want my money back. Can I cancel a payment?

Can I help with filing a dispute?

yes What type of issue would you like to report Item Not Received You bought something but didnt receive it, the tracking information was invalid or you feel that you are being scammed and not going to receive the item. 
Significantly Not as Described You received an item but it was different from the sellers original description or there was a quality issue. 
Unauthorized XXXX Report transactions you don't recognise or are confident that you didn't authorize. 
Billing Issues You were billed a different amount or was billed twice or If you have any issues related to your subscription or recurring payment. 

Unauthorized Activity PayPal offers protection from unauthorized activity in your PayPal account.

Are there any recent transactions you'd like to report as unauthorized?

Yes Here are your recent transactions. Which one do you need help with? 
Seller name : XXXX XXXX XXXX XXXX Amount : {$500.00} Date : XX/XX/XXXX I can't dispute this transaction. Would you like to select a different transaction? 
No Okay. 

Is there anything else I can help you with today? 
Is my dispute still in action against XXXX XXXX XXXX XXXX? 

You can check the status of your dispute at any time in your XXXX XXXX. If your case is in the dispute phase, you can exchange messages with the other party to try to solve the problem. If your dispute has been escalated to a claim, click 'View ' to see the latest status. If you can't find the case in your XXXX XXXX, select 'Closed Cases ' and click the XXXX ID of a closed case for more info. If you can't find the status of your case on a transaction where you also reported an issue with your card issuer or bank, please contact PayPal customer service team. 

Read more here : What is the Resolution Center?

How do I check the status of my dispute or claim?

How do I open a dispute with a seller?

How do I report an unauthorized transaction or account activity?

How do I escalate a PayPal dispute to a claim?

Can I help with checking the status of a dispute? 
XX/XX/year> XXXX Where is my refund from XXXX XXXX XXXX XXXX XXXX : {$500.00} Date : XX/XX/XXXX To check the status of your refund for the unauthorized transaction with XXXX XXXX XXXX XXXX XXXX you can follow these steps : Go to your Activity. 
Select the payment you want to refund and click Issue a refund. 
Enter the amount you want to refund. 
Click Continue. 
Review the information and click XXXX XXXX. 


You can issue a full or partial refund within 180 days of the original payment date. If you don't receive a refund, you can open a dispute in your Resolution Center. Make sure you file your dispute within the correct dispute-filing timeframe. 

Read more here : Where is my refund? 

How do I issue a refund? 

How do I get a refund? 

How do I issue a refund in a dispute? 

How do I report an unauthorized transaction or account activity? 

Can I help check the status of a refund? 
Yes I can't find any refunds on your account over the last 60 days. Would you like me to help search for the transaction? 
Yes I found a lot of transactions on your account. Please give me the date, amount or name and I'll look it up for you. 
XX/XX/year> XXXX Search : XXXX XXXX XXXX XXXX XXXX : {$500.00} Date : XX/XX/XXXX Date : XXXX to XXXX I found XXXX results. 

Please select the transaction you have a question about. 
Transaction ID : XXXX Amount : {$500.00} Date : XX/XX/XXXX This transaction has not been refunded. Would you like to request a refund? 
Yes Usually the quickest way to request a refund for a completed payment is to contact the seller or recipient. This is recommended as an easier way to clear a misunderstanding and resolve a small issue. 

Have you already reached out to the seller? 
Yes Okay. Let 's proceed to filing a dispute then. 

What type of issue would you like to report Item Not Received You bought something but didnt receive it, the tracking information was invalid or you feel that you are being scammed and not going to receive the item.

Significantly Not as Described You received an item but it was different from the sellers original description or there was a quality issue.

Unauthorized Activity Report transactions you don't recognise or are confident that you didn't authorize. 
Billing Issues You were billed a different amount or was billed twice or If you have any issues related to your subscription or recurring payment. 

Unauthorized Activity PayPal offers protection from unauthorized activity in your PayPal account.

Are there any recent transactions you'd like to report as unauthorized?

No No problem. I can still help you report unauthorized transactions or suspicious account activity. Would you like to continue?

Yes Sounds good! Just one more step to get this filed.

Please type any additional comments in the chat. This will help us in a better case review. 

Example : " My account seems to have been hacked or compromised '', " I didn't authorize the activity on my account '' etc. 
My account seems to have been hacked or compromised '', " I didn't authorize the activity on my account '' XXXX! I have everything I need to open the case. For your protection, well temporarily block your account from further transactions. You can remove the block by changing your password. 

Should I go ahead and submit the case? 
Submit Sorry, I wasn't able to open this case. 

If you like, I can help you send a message to a customer support agent who will typically respond within a few hours. 

Want me to start that conversation now? 
Yes Alright, I've sent this conversation to an agent. 

I'll send you an email when they respond. 

Bye for now Have additional details? Please share them now. 
XX/XX/year> XXXX XXXX XXXX XXXX This is XXXX. Thank you for reaching out to us today! I understand you're contacting us about unauthorized transaction. I truly appreciate your patience, and XXXX here to help you right away. Let 's work together to resolve this quickly for you! 

After our careful investigation, we confirmed that there is no third-party access in your account, our purchase protection guarantee covers payments for goods and services and therefore can be disputed. You XXXX already know, but just in case, this payment was sent as a personal payment. Personal payments are reserved for friends and family or people that you know so theres no dispute process for these types of transactions There's a couple of things that I can do to help you get a refund. First XXXX is I will reach out to the recipient by sending them an email letting them know that you have reached out to us and you are requesting for a refund. 

Thank you for giving us the opportunity to assist you in resolving your concern. We are pleased to have been able to help. 
XX/XX/year> XXXX You have been hacked. I didn't send this money and I don't know the person. case number : XXXX XXXX Sheriffs XXXX XXXX This is the XXXX time I have contested this with you. The recipient obviously has no email. 
XX/XX/year> XXXX XXXX XXXX XXXX thank you so much for the quick response, I really appreciate all your efforts and time to reach out to us. 

I'm sorry for the inconvenience that you have experience, I have the email I already send them an email. I will you once we receive a respond from them. 

I will keep this session active until the issue is resolved. Until then please do not disconnect and reach out if you have further questions. 
XX/XX/year> XXXX I live on social security and need this money. It's not fair that my account has been compromised. 
Question, how long will you keep this investigation open? 

Hello XXXX, thank you so much for the quick response, I really appreciate all your efforts and time to reach out to us. 
XX/XX/year> XXXX It usually takes time, we will still to the merchant to respond on our email. once we receive their respond that's the time, we will send you an email. 

I will keep this session active until the issue is resolved. Until then please do not disconnect and reach out if you have further questions

Company response to consumer: Closed with explanation