Consumer complaint received 2024-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: NJ

Complaint narrative:
XXXX**NOT A DUPLICATE COMPLAINT**** Hey PayPal you owe me money for transactions I did not make and have been certified I didnt make! Since XX/XX/XXXX I saw two charges, notified my bank first, took them a while and they confirmed that there was nothing they could do to resolve this since the merchant on their end is you guys, who also acts as a merchant and wanted me to speak with you. Mind you this is around mid XXXX after they tell me this. Since then it has been struggle to contact you. I didnt see additional charges were made on this PayPal account until I finally got access to the thief who used my personal info and bank info to make the transactions. And then I spoke to executive office. I submitted to them everything including police reports ( updating it so as to account for the additional transactions as opposed to the original two when I had first gone to submit this report ), merchant info ( I.e XXXX XXXX  info indicating no charge was made from my XXXX XXXX since there were charges from XXXX  ), bank info certifying charges were made and deducted from my bank account, and you also spoke to my chief police detective who worked with me on this issue when I was submitting the police report. Everyone certified i didnt make these transactions. It took me a long time but finally someone from back-end PayPal team XXXX non PayPal general tech support ) gave me a call verifying that what I said was correct. They updated the info to show that what they were saying such as how you guys tell me theres no unauthorized activity for identity theft on the account to actually say there is. So finally I was happy refund was to be provided. However since then still no refund ; this is 2 months now after the phone call were talking. Apparently Im being told to submit documentation to verify Im the account holder. That is very weird because it seems to me that you want verification then that I am the thief contacting you? Then Im also getting the run around that no phone support can be provided. And then automated messaging systems are of no help. Ive taken all necessary steps to prove I didnt make any of the transactions and that I was indeed scammed and a victim of identity theft. Ive resolved identity theft by securing my identity, IC3, and all that other applicable measures. All that is left is to get my money back from you guys so I can then close this PayPal account the thief created with my personal information. Im not going to close the account first because it is illogical to fight this case when it has been closed. But I dont know what more I need to provide to prove I didnt make the transactions. I understand that there is 180 day thing but there is an exception as per your clause in your terms and conditions indicating that there is ambiguity or exception when something like this occurs. It would be different if everyone confirmed I did indeed make the transaction or there was not enough evidence to verify what happened. But it is indeed confirmed I didnt make any of these transactions. My bank can not help me further as Ive said, and I personally tried going ahead and contacting them. They are not putting their hands up because they do not want to help. They are saying they can not help when the merchant is a money transfer like PayPal in this case and Im to deal with them. Next, since Ive submitted this report multiple times already, I am yet to get an explain on how there isnt any unauthorized activity. If everyone including authorities are confirming I didnt make all these transactions, especially considering the fact that the person who made these charges are a known culprit in my town doing this to other people and has been jailed and has stories circulating around them in the media, then why do you think Im lying? I literally have done everything Ive been told by you and others to do to verify I didnt make these transactions. But it is very shady by you to not comply and refund me on something I didnt make ; it is actually a crime if Im not mistaken. I would like all of my money back for all the transactions. My bank has not refunded me on any of these ; theres only charges but no chargebacks. Im saying this because this is another common response I get from you guys. Refund me for all transactions please so I can then close this account. If you need my documentation, I can try to get that to you since obviously, that is the common response reiterated by your support team before moving forward with the refund. However as stated earlier, it shouldnt be required given the nature of this case. One thing if you need me to submit is my disability paperwork certifying I am a disabled person seeing as I literally dont spend anything and use the money of mine as savings for the future. Ive offered this before but no response is given.

Company response to consumer: Closed with explanation