How to dispute activity

[ralgio123]

I received an email from a company that told me my subscription was being renewed for $490.60.  I do not remember any subscription or if I had one that was in that amount. The email does not have any information on the sender, if I try to get the senders info all I get is the name in the email which does not allow me to reply.  The company that is on the invoice does not exist and the telephone numbers on the invoice have been disconnected.  The transaction was dated today, so it does not appear on in my account, however the amount has been deducted from my available balance.  How can I dispute this?

[kernowlass]

@ralgio123 

Check if you had a subscription set up and cancel it?
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.''

[PayPal_Meghan]

Hello @ralgio123 and @kernowlass, 

Thanks for posting in the Community, and welcome, @ralgio123!

I understand you received an email stating you had an automatic subscription go through, but the transaction is not showing in your PayPal account. I'm sorry to hear of the concern this has caused; I know I would feel the same way. As @kernowlass mentioned, I would check your subscriptions and cancel any that you no longer wish to have. If the payment was removed from your PayPal balance, then the transaction should show on your PayPal Activity and be able to be disputed within your Resolution Center. Alternatively, if the payment doesn't show anywhere, you might have received a phishing email or fraudulent invoice. 

When filing a dispute, there are a few things to consider. Do you remember authorizing the initial transaction for the subscription? If so, an unauthorized dispute isn't the type of dispute to file. It will most likely be denied. An unauthorized dispute can only be approved when there is unauthorized access to the PayPal account. When it comes to subscriptions, there's typically no new access unless it was the very first payment. (There might have been unauthorized access on that merchant's website, though, so you'd want to file an unauthorized dispute with them.) If you didn't authorize the first or recent subscription payment, please include all charges related to the subscription in an unauthorized dispute. 

If you had authorized the initial subscription but knew you had canceled it with the merchant, so no future charges should have been made, I'd consider filing a Cancel Recurring Billing dispute. Please include a screenshot of confirmation that the subscription was previously canceled with the merchant. If neither of these options fit, an Item Not Received dispute might help. However, a refund won't be provided if the merchant provides proof of delivery. 

I hope this information helps you determine the type of dispute that best fits your situation. If you need any help, or the payment still isn't showing, please do not hesitate to reach out to Customer Support.

 
- Meghan