Paypal refuses to cancel/refund unauthorized purchases

cmarmcd
Contributor
Contributor

Hey guys, I really need your help. A few days ago, someone logged unauthorized into my Paypal account (I'm the only one with access to it), bought a laptop from eBay and a pair of sneakers from another website, shipped them somewhere in the US (I'm from Winnipeg, in Canada. My shipping address is Winnipeg, always has been), and now it got deducted from my bank account.

 

I got text messages from Paypal to my cellphone asking for a yes/no reply to the sneakers purchase (not the laptop), saying "Reply Needed" at the end. I didn't reply to these texts because I was sleeping. Wouldn't that mean the transactions can't go through without my reply? And I got several of them, a big hint for Paypal that someone who doesn't have access to my cellphone number is trying to purchase something.

 

I used the resolution center to let Paypal know about all of this, and their response was "Thank you for reporting this case. After reviewing your case, we found that the reported transactions were not unauthorized and hence couldn't be covered under PayPal Purchase Protection. We've noted the account changes you reported with this case." (This response was sent to me maybe 2 hours after I reported it. Did they even investigate?)

 

I mean, how is this possible? I have so many questions:

- Wouldn't they know my account was accessed from somewhere not in Winnipeg?

- Wouldn't they need my text reply to go ahead with the purchases?

- Can't they see the shipping address for both transactions doesn't match my own, which I have never changed? (And I thought it was not possible to ship things to something that doesn't match Paypal account's shipping address).

- With my purchases/transaction records, wouldn't they see these purchases are way out of my regular way to use Paypal? All I use it for is Netflix, Disney+ and Apple music/Google music. Regular monthly payments.

 

I have more questions, but I feel like a panic attack. I can't afford these things. Please tell me what do I need to do to fix this. I don't know if Paypal staff read this forum, but I'm sure at least one person out there can help me

 

I apologize in advance if this is not the right place to post this

 

(I forgot to say I tried reporting the transactions again, but Paypal doesn't let you)

 

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9 REPLIES 9

sharpiemarker
Esteemed Advisor
Esteemed Advisor

@cmarmcd 

 

Contact customer service and ask them to review the cases:

  1. Log on.
  2. Click HELP at the top menu.
  3. Scroll down and click CONTACT US.
  4. Scroll down to click CALL US or other contact options.

Or contact via social media:

 

Facebook (CA): https://www.facebook.com/PaypalCanada/

Twitter (CA): @AskPayPalCA

 

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

 


Kudos & Solved are greatly appreciated. 🙂
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cmarmcd
Contributor
Contributor

@sharpiemarker 

 

"Thank you for providing the requested information. Let me put you through to a specialist who will assist you further to get this issue sorted. Meanwhile, I appreciate your patience. Thank you! -Roopa"

 

That was an hour and a half ago, through Facebook chat. Is this normal? Am I still waiting? I don't want to close the conversation or start a new one, and having to wait another hour or more. I just ask to see if I have to wait longer or they forgot about me.

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cmarmcd
Contributor
Contributor

I stayed 4 hours now in chat with Paypal, waiting for a specialist to talk to me. I let them know every hour I was still waiting. I sent an email a few minutes ago, since I think they forgot about me.

 

I don't have Twitter, so I can't try there. But I don't know what else to do, I'm desperate. 

 

If anybody else has some words of wisdom, please help me. I would really appreciate it.

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cmarmcd
Contributor
Contributor

Nothing from PayPal yet. The chat didn’t work and I tried to “restart” it but no success. I’m so stressed right now. That money was meant to pay bills.

 

Anyone, please help. Even your opinion on the matter.

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Crispacket
Contributor
Contributor

Sorry man, no good advice except website says half Paypal staff told to stay home due to Coronavirus so expect delays.

Hope you figure a way to get enough cash, world can be a nice place despite the thieves and computer says no types that help them.

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cmarmcd
Contributor
Contributor

@Crispacket 

 

Thank you. I didn’t know the website says that. I’m just hoping I get at least someone to tell me what’s going to happen. Thank you for the positivity

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Crispacket
Contributor
Contributor

Looking at other threads, some have had refunds direct from their bank/ credit card company bypassing Paypal totally. Keep all the proof you can and phone them up. Think I'll go to my bank branch in my case with no joy from PayPal, though am lacking proof in my case.

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cmarmcd
Contributor
Contributor

Unfortunately my bank says PayPal approved the transactions. The bank basically just paid for it. Why PayPal approved them?

 

- They know my account wasn’t accessed by me, in Winnipeg, with my IP? I’m not tech savvy but even Google, Apple, Facebook, they tell you when your account was logged in another device, worse if it’s outside your country!

 

- I didn’t reply the text messages PayPal sent me every time the thief tried to buy something. The texts were supposed to be a requirement to go ahead with the transactions. Are they just for show? Even without me replying to them, the thief got what it wanted

 

- The shipping address in my PayPal doesn’t match the shipping address from the transactions. I thought it was impossible to do that 

 

There are just too many reasons (see first post) to see PayPal should have stopped it from happening. But I think the worst part is I can’t get a human from PayPal to talk to me about it. All I get is the impersonal auto reply or put on hold indefinitely

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Crispacket
Contributor
Contributor

Just because Paypal authorises, doesn't mean your bank won't refund, you just have to show the transactions were fraudulent to the banks satisfaction.

They can then refund you as part of their own protection policies., Paypal decisions not relevant.

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