unauthorised transactions paypal not helping or contactable.

[AndyH74]

Can anyone give some advice on what to do.

Last week my mothering-law had 12 identical charges made to her account each for £100 totally £1200 for "Pandora estore via Supplies Distributors SA"

She contacted Paypal who said yes this was not her and refunded the money to her account.

Today she got an email from Paypal saying 

"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. We've withdrawn the provisional credit that was issued to your PayPal balance. "

Does this mean that they are going to take the money back?

If so what can she do as she did not authorise these transactions.  

She has tried calling them but after lots of options it just says there is no one and cuts her off

She tried the chat but no one responds.

She has deactivated her credit card from the account so she doesnt get anymore unauthorised transactions

Currently she is sat at home in tears as she cant afford £1200 and feels like Paypay is scamming her and there is nothing she can do about it so any advice would be helpful.

[kernowlass]

@AndyH74 

Looks like its the Pandora jewellery store, has she bought jewellery lately?

Also check she has not signed up to anything accidentally....

Click on the profile tab (icon next to log out) > Click on payments third option along on the thick blue band top of page > "manage pre-approved payments''.

When you file unauthorised, paypal check IP addresses and devices and if they see you did make the transaction from your IP address then the dispute is closed. Is there anyone in her household that could have bought the items OR she had her IP addy hacked?

[AndyH74]

She has not bought any jewelry, she mainly shops on eBay through her iphone, she doesnt have a PC.

I've no idea if she has signed up for anything, she says she has not.

I got her to check the pre-approved payments and Pandora is not on the list.

The only other person in the house is her husband and due to his medical conditions her has trouble using a remote control so its not him and due to self isolating due to covid19 they have not been outside for months.

I can guarantee she did not make these charges.

[kernowlass]

@AndyH74 

Then her best bet is to contact customer services and appeal.

Click help / contact bottom left of Paypal pages for options available for your country.

Or have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[AndyH74]

According to the description the 12 unauthorized transactions appear to be for clothing from Pandora not jewelry (Seller information - paypal_estore at pandora.net )

After the transactions where reported several more attempts where made and blocked by paypal so they know it was not legitimate.

Currently she is trying to get through via facebook but no one is replying and she is now in floods of tears.

[AndyH74]

And it would seem paypal have closed the dispute so it can be reopened.

[kernowlass]

@AndyH74 

When you click on 1 of those transactions then it should give you the email address of the company that was paid, can she email them and request a cancellation of the order as it was fraud and a refund?

Second thought what funding source was used to pay for the items? If it was credit or debit card then contact the card issuer and see if they can chargeback for her?

[AndyH74]

So this gets better then goes from bad to worse.

Paypal agreed that the transaction where fraudulent, happy days and thought that was the end of the problem.

Then a few days later they took £1200 from her paypal account, the assocaied card had been removed so her balance was -£1200

Each response after that ignored that they said it was fraudulent and keep saying the transactions where authorized.

Then today then rang her up and scared her is to paying the balance saying she was committing fraud.

I dont know what to do as paypal have basically stole £1200 from her.