Consumer complaint received 2026-06-01 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: OR

Complaint narrative:
Subject : Dispute of unauthorized transaction and failure of internal dispute resolution process. I am filing this complaint to address a fraudulent transaction and the failure of XXXX support processes to resolve the issue. The Fraud : On XX/XX/year>, I was targeted by a deceptive advertisement on XXXX featuring an AI-generated deepfake with XXXX XXXX and XXXX XXXX This video used unauthorized likenesses of a public figure and a news organization to create a false appearance of legitimacy. ( After researching the matter further, I discovered numerous reports online from other consumers describing similar experiences and identifying the advertisement as part of a scam ). What appeared to be a legitimate promotion for brain help was buy 1 bottle get 2 free for $ XXXX.This was ultimately processed as 2 multiple charges, including the unresolved {$110.00} charge that I did not knowingly authorize. I did not consent for these additional charges, and I respectfully request that this matter be reviewed and that the unauthorized {$110.00} charge be refunded. I was misled by this content into authorizing a single purchase of {$39.00} for a health supplement. Without my consent, the merchant used this setup to split my transaction into two unauthorized charges : {$29.00} and {$110.00}. I have not received any products, and the merchant is unreachable. I received two " no-reply '' emails from XXXX on XX/XX/year> confirming these split charges, which I did not authorize. The Dispute Failure : 1 Systemic Technical Barriers : I repeatedly attempted to upload evidence through the XXXX app, but the interface consistently glitched and failed, making it impossible to submit documentation through the official channel. Throughout the dispute process, I experienced these significant issues with the XXXX app. Each time I attempted to upload screenshots, receipts, and other supporting documentation, the upload feature failed and generated errors. Because I was unable to submit evidence through the normal dispute process, I had to rely on communications with multiple XXXX live chat representatives. Being clear with them the app was glitching I was assured over and over again by these live agents that they were looking into my case and they were forwarding what needed to be forwarded to the specialist. Yet the next time I call they'd act like they didn't know what I was talking about so finally this last call before giving up I took screenshots because I found out they don't have my chat history nor can I obtain it. 2 Support Obstructions : I spent numerous hours in communication with live chat agents. These agents consistently provided contradictory information and ran me in circles, repeatedly promising that my evidence would be forwarded to a specialistpromises that clearly never materialized. During these conversations, I repeatedly explained the situation and provided all information requested. Several agents assured me that my dispute and supporting information had been forwarded to the appropriate dispute specialist or examiner for review. I was repeatedly instructed to wait 35 business days for an update, and at one point I was informed that I would receive a follow-up phone call regarding the investigation. 3 No Direct Path for Evidence : XXXX provides no direct email address for dispute or documentation and again their upload documentation part of their app did not work. I was told to go through live agents forcing me to rely on agents who failed to manage my case. 4 Inconsistent Review : XXXX currently refuses to acknowledge that these charges are linked, insisting on treating them as separate transactions. However, this is contradicted by the fact that they already refunded the {$29.00} charge, essentially acknowledging the transaction was fraudulent. It is illogical for XXXX to accept the fraudulent nature of the first part of this " bait-and-switch '' scheme while arbitrarily refusing to refund the second part ( {$110.00} ) of the exact same incident. Furthermore, support agents have referenced unrelated items ( e.g., " equine supplies/bras '' ) that I never purchased, proving that the evidence I did attempt to provide was never actually reviewed. MY FTC COMPLAINT number is XXXX

Company response to consumer: Closed with explanation