Consumer complaint received 2024-08-19 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Paypal Holdings, Inc
State: MO

Complaint narrative:
This all started last year with PayPal in XX/XX/year> after I realized I was being charged for monthly recurring subscriptions I never signed up for as well as purchases made with merchants I never heard of. 

After being unsuccessful with contacting some and unable to find contact info for others, I connected with PayPal thru their app to start a claim/dispute. They provided a link for me to upload my documents of the transactions I was disputing. This included dates, amounts and transaction ID 's and was filed on XX/XX/year>. 

I kept checking my email as instructed but never received anything and I was unable to pull up the Resolution Center in the app so I contacted them in XX/XX/year>. That is when they informed me I was denied because they could not identify enough evidence to show that a 3rd party accessed my account to process these without my knowledge. I felt this was not sufficient enough of a reason to deny me and asked them to re-review. 

After quite some time without hearing anything, I decided to call and speak with someone. I talked to a man who told me after checking my file that there was no record of the transactions I was inquiring about. He apologized but I had to report each transaction with him individually. I also uploaded a Victim Crime Report I completed to help my case. 

I was left dumbfounded. What happened to the documents I uploaded in XXXX? What was I being denied for if these transactions were never even looked at? I felt completely disregarded. This was careless and unprofessional. 

After all that, my case was still denied again. Actually, each denial and appeal came back with a different reason. I have listed below several of them : 1 ) There were consistent logins to the account during the timeframe that the disputed transactions took place. 

2 ) There were undisputed transactions before and after the disputed charges took place. 

3 ) They said several contacts were made to their debit card dept since the activity occurred and there was no report of any unauthorized transactions. 

4 ) The info provided was inconsistent with the info on the account and evidence was still insufficient to support my claim. 

5 ) Funds were available before the disputed transactions took place. The funds did not exceed the funds available that demonstrates knowledge of the balance only I should know. 

What does that mean? If I didn't have money in the account, this would have never happened. Seriously??!!! 

Lastly, I decided to scroll thru all my activity and actually stumbled upon a couple partial credits for some of these transactions. I called PayPal and informed them of what I found and indicated I wanted credit for the rest. 

They said they don't have any obligation to refund funds on behalf of the merchant and asked if I had contacted them and I had not. However, I pointed out that one of the credits does say it came from PayPal!! Their reply to that was they provided " spoof '' credits. They spoofed me credits? Spoof me the rest of my credits then. 

I asked them several times what that meant but they never did reply. 

I feel their dispute team is lacking for which I have serious concerns/doubts about after encountering several holes in their investigation process. I just want a refund for the transactions I have disputed, I also want to note I have had this PayPal account for 11 years with no problems. I do not want this complaint to have any bearing or to result in the closing of my account. 

Thank you

Company response to consumer: Closed with monetary relief