Aweful help from PayPal

[GrantDS]

I've just had the worst experience with PayPal when it came to fraudulent activity. Someone hacked our friend's Facebook account and pretended to have tickets to a concert they could no longer attend. We ended up being tricked into thinking we were talking with our friends and sent them money for the tickets. When they asked for more money we realised something wasn't right, did a few checks found out about the hack. I phoned PayPal straight away and asked if there was anything to stop the transaction. At first they were good, the support representative told me all I had to do was reverse the payment when it came out my bank, and then they could do a reversal their end. When I saw the money come out I did exactly as they told me and reversed the payment at my bank. I thought it was all good. A few weeks later I realised I had a negative balance. Since then I've called up a number of times and they now don't want to help because I used the "family and friends" payment option, as we actually thought it was our friend. They also said my bank cancelled the transaction not reversed it and I had to send PayPal a statement showing the money leave my account. Their position is that the fraudulent activity didn't happen because I sent the money. This is all very strange, I've pointed out that the other account on PayPal has been setup purely for fraudulent purposes and does not belong to who we thought it was, and worse, PayPal had initially said they were sorting it out and now saying they won't. They have even listened to my initial call that they recorded to check what I'd been told. I keep getting told it should get sorted and a manager will phone me. I keep calling and getting different answers and no call back from any managers. I think it's a disgrace the amount they have put me through and purely out of goodwill should sort it out. I've repeatedly been told it will be sorted and now I'm in a position where they are trying to not sort it. Just because "family and friends" option was used it doesn't mean fraud didn't happen! It's pathetic to hide behind that feature.

[kernowlass]

@GrantDS 

Using the friends/family option is sending a 'gift' of money with 0 buyer protection.

Whilst you were unwittingly scammed by your friends Facebook account being hacked that was not Paypals fault.

As Paypal had already fronted the money then if they had refunded you Paypal would have been left footing the bill for your and your friends error. It was not Paypal that chose to send the money, they just processed the payment for you as per your request.

Unfortunately your friend is responsible for the security of her Facebook account so the issue is between you and her.  

[GrantDS]

I get that. However the issue is that PayPal told me that could fix it and told me what yo do to fix it. I did my bit, reverse the transaction as PayPal told me to, then PayPal didn't do their bit. Then started claiming the money from me. And no, that isn't acceptable, there is an account setup on PayPal for the sole purpose of scamming people and PayPal have done nothing about it. They are effectively aiding fraud. The whole point is that PayPal told me how to fix and that it could be fixed, and because someone at PayPal [Removed] up and didn't do their bit after I did the bit they told me to do, I lose out. It's horrendous.

[kernowlass]

@GrantDS 

You probably spoke to a call centre agent reading from a script on his computer.

That advice is never 100% accurate in my experience.

[Sandi51]

I tried to dispute a charge 5 hours after it was made under "friends and family". I'd never heard of the person; couldn't even pronounce the name. Paypal rep told me not to worry. The next day it was posted as pending. I called again. Was told not to worry; that it was flagged. The next day I got an email from Paypal saying it was approved because it fit with my "history"! I hardly use the service! This is unacceptable. I'm working with my bank, but this scammer tried to get into my checking account, so now I have to start all over there too. I'm out the $300.00, but will definitely close this Paypal account. Their security is nonexistent! 

[MidniteGold]

They won't help you. I was stolen $1730 from my account and it went on favor of the merchant.
Their fraud team is a scam and don't do their due diligence when it comes to investigating.

You're better off never using Paypal as a means to safeguard your money but more of a way to transfer balance between your accounts. It is a complete scam.