Consumer complaint received 2024-12-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: GA

Complaint narrative:
I want to highlight the various departments I have gone through to seek assistance before ending up here. It was never my intention to make anyones job harder, but I wanted to ensure that I went through all the proper channels before considering legal action. I have contacted the customer service department, the PayPal Account Review Department, PayPals Global Customer Complaints & Advocacy, and XXXXXXXX XXXX, but I have been met with no resolution and repeated statements that nothing can be done beyond the 180-day window. 

In XX/XX/year>, while gathering statements to submit to a third party, I noticed several unauthorized charges on my account from XXXX. I immediately contacted a PayPal representative who reviewed the transactions and confirmed that they originated from a different IP address. Despite this, I was told that because the transactions occurred more than 180 days ago, no action could be taken. 

The representative also mentioned that some of these transactions were processed using my XXXX XXXX XXXXXXXX debit card, while others used my PayPal balance. Unfortunately, I was told that PayPal could not assist with either. When I explained my history of consistently maintaining a balance in my PayPal account without prior issues, I was met with a dismissive remark questioning why I was only now noticing the discrepancies. This response was humiliating, but I calmly asked them to review my account history, as my deposits are always made through PayPal, and I had no prior indication of any issues.

Upon further review, I found that all unauthorized transactions had distinct names and occurred on a weekly basis. How did PayPal not notice this pattern? In addition, I have a dispute for an item I never received ( Case ID : XXXX ). The seller informed PayPal that the item was never shipped, yet I was told that no action could be taken due to the 180-day policy.

Heres the continuation of your letter with corrections for clarity and flow : Frustrated, I contacted XXXXXXXX XXXX the financial institution associated with PayPal. A representative assured me that I would receive an update within 2448 hours. After five days with no response, I followed up and was told my claim had been sent to another department for investigation. Again, I was told to expect a resolution within 2448 hours. Another five days passed without any updates, so I escalated the matter to a supervisor. The supervisor was understanding and promised to escalate my case personally. Shortly after, I received an email from XXXX stating : Dear XXXX XXXX, Our review of the records indicates you contacted Customer Service on XX/XX/year>, to dispute multiple unauthorized transactions totaling {$2700.00}. On XX/XX/year>, the investigation concluded, and based on the information available, it was determined that no error occurred. An email was sent informing you of the outcome. We understand this was not the resolution you were seeking but believe the investigation of your claims was properly conducted and resolved. 

It became clear from this response that my claims were not thoroughly reviewed. If XXXX genuinely investigated, why did it take less than an hour after my supervisor escalation to close my case? Out of all the unauthorized transactions I providedtotaling $ XXXXonly one was addressed, an authorized payment for {$2700.00} to XXXX XXXX I included detailed documentation for all disputed transactions, including transaction IDs and evidence that some originated from a different IP address. 

One glaring issue is my dispute regarding Transaction ID : XXXX, for an item I never received. The seller confirmed that the item was never shipped. Yet, PayPal did not contact the seller or follow up appropriately. Additionally, the pattern of weekly unauthorized charges, each bearing distinct names, should have raised red flags for fraud. 

I understand the importance of adhering to policies, but it is unacceptable that PayPals 180-day limitation allows fraudulent activity to go unresolved. PayPal representatives advised me to contact the IC3 and participate in forums, but these efforts have not yielded results. I also contacted PayPals Global Customer Complaints & Advocacy Department, but they reiterated the same 180-day limit without further support.

Company response to consumer: Closed with explanation