We currently have limited customer service staffing due to Coronavirus (COVID-19) safety precautions. We encourage you to find quick answers to your questions by searching the community forum, visiting our Help Center, or messaging us (message response times will be delayed). Thank you for your patience.
New to the community? Welcome! Please read our Community Rules and Guidelines
Yesterday, someone logged into an Online Poker account and deposited funds. I immediately called their support and had my account temporarily closed to stop anything further happening, I instructed my Bank do the same.
I tried to do the same with PayPal, the support is at best, lacking. Spent 15 minutes speaking to a automated service trying to find out how to temporally close my account to avoid any further damage, my only offering was the resolution centre (want to stop anything happening, not explain what had happened, wait for a resolution, and in the meantime hope no further funds were stolen) in the end I the best I could do was change a password (Thanks). The Irony is that once I opened a case it suspended my account - would have been nice to have known that yesterday.
Today I opened a Case with the resolution centre, explained what happened and just now it's been closed with the following as a closing statement:
"Thank you for reporting this case. After reviewing your case, we found that the reported transactions were not unauthorised and therefore aren't eligible for PayPal Buyer Protection."
I've seen received a response from the site where the transaction took place, that includes the following:
"Device fingerprint technology is utilised by our Risk Operations team to determine which computer your account was accessed from. In this case, our investigation concludes that your account was accessed from a foreign computer/device where no logins were previously detected from. It is therefore possible that your login credentials have been compromised."
Whilst I appreciate that I may not be eligible for any form of claim through PayPal, I would at the very least like the opportunity to provide further details to the case and understand why such a claim is not valid. I have tried to raise a 2nd case to find out why, but the system does not allow. To answer such a case with a simple statements such as the above and offer no chance me to ask questions/gathering understanding is nothing short of disgusting.
It's not that PayPal have declined to assist with recovering funds that I'm frustrated at here, it's the blatant disregard of symphony and /or respect of a customer.
But finally, does anyone know where I can raise this further?
Please contact customer service (there is no other way) to reach a dispute specialist and have them take a second look and provide them the information you received from the site that the fraudulent transaction took place.
To contact customer service for assistance:
Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.
Or contact via social media:
Facebook (UK): https://www.facebook.com/PayPalUK
Twitter (UK): @paypalUK
Facebook (US): https://www.facebook.com/paypal
Twitter (US): @AskPayPal