PayPal Community

To: Paypal Staff Re: Suggestion to change a few things.   Firstly, I have been using Paypal for years without incident until recently when a hacker gained control of my account. He made 5 small purchases totalling almost $100 CAD, 1 purchase to Delta Airlines for over $1000 CAD, and gave authorization to Big Sky Group for over $3000 CA. Immediately I contacted Paypal about the hack in the resolution center and they managed to get the 5 small purchases refunded almost immediately.   I didn't see any action on the $1000 to delta Airlines so I sent another message through the resolution center. I got an email back that they detected no unauthorized activity, despite the fact that it was every bit as much a part of the hack as the other 5 smaller purchases, as all were done at the same time. Shortly after I got their declination email, Delta Airlines debited my account for over $1000.00.    Again I tried to complain in the resolution center, but it wouldn't allow me as they stated the case was closed. So I phoned Paypal and talked to a lady in Georgia who said not to worry, Paypal would get my money back and she started a new claim in the Resolution Center. So here i am thinking all is good, but no, they again declined it with the conclusion that the purchase to Delta was consistent with my transaction history. Well, excuse me, but my transaction history was restricted to paying Netflix a monthly fee, with other very small purchases.   Meanwhile, the hacker managed to board the plane and fly to his destination while Paypal failed to properly investigate this. Had they simply called Delta Airlines and reported this when I reported it, the hacker would not have gotten anywhere and would have been caught by Delta. I would have done it myself had I known how incapable the staff in Paypal would be, but I trusted them to do their work like professionals, yet the completely dropped the ball, and caused me to lose $1000.   So what went wrong here?    Listen Paypal, an automated email with slim details about why you are declining- yet offering no other suggestions- might work in your world, but it is completely irresponsible to your members when their money is involved.  You offered no information in any email or resolution center on how we could deal with situation like this ourselves. For example, it took me days to figure out how to cancel the authorization to Big Sky Group for the $3000, and had I known this for Delta I would not be out $1000.   Therefore I suggest you look a little more closely at what is actually going on with our accounts, and instead of reaching for a quick and easy solution for yourselves, start finding solutions for the members instead. It's so easy to have a ready-made email to send to us that provides nothing but bad news, when offering a suggestion or a teaching moment such as "This is how you can contact Delta Airlines ..." would stop unimaginable grief and stress.   In short, Paypal need to make changes on how to become more responsible and helpful to people who have made claims of unauthorized access to their accounts. You need to up your game and take it far more seriously than you do because the impression I got from Paypal was, "Not our problem. Sorry about your luck."   Seriously.           ... View more

Recently a hacker accessed my PayPal account. Numerous purchases were made. I notified Paypal about the hack. They acknowledged it and went to work. They managed to get refunds on 4 of the smallest purchases, with a 5th one pending. There were two other purchases they were made aware of at the time. Those two purchases remained pending to receive funds from my bank account for days. I repeatedly contacted Paypal, twice in the resolution center, and one on the phone regarding those pending transactions.   The lady on the phone told me I would get my money back for one of the rather large purchases that the hacker made using my account. She locked my account so that i would again change my password. I waited one day and the message I get in email from PayPal was that they were again denying my case.    They stated that the transaction was consistent with my transaction history, when it so obviously was not. My account was being primarily used to pay one small monthly bill for a streaming service, and once in awhile I would use it to by something else, always a small purchase.   1. The hacked purchase was so far outside anything I have ever done with Paypal that it is patently false that it is consistent with my transaction history.   2. The fact that they acknowledged the hack in the first place for the others- which all occurred on the same day during the same time period- they investigated and refunded me for is direct evidence that hack did in fact occur.   3. They promised me on the phone that my money would be returned, and then denied me my refund later.   Unless somebody in Paypal recognizes the three obvious factors I listed above and shows the expected integrity and honesty, I will no longer be using Paypal and certainly will NOT recommend it to anyone, and most certainly will vehemently discourage anyone from using this service.   It certainly appears like Paypal does not want to take responsibility for what has occurred, despite my repeated pleas that it was occurring.   Not impressed.         ... View more

The title says it all.   I have been waiting 10 days for PayPal to finish "Processing" the reciept of funds from my bank. They constantly try to claim it's the bank's fault,  but little do they know that I work at the bank and verified that the funds were transferred to PayPal instantly.   Yes, that's right. PayPal has had my money for the full 10 days, yet their system tries to convince me that they are still processing the reciepts from my bank? Does PayPal seriously believe that people are morons? How is it that when I transfer funds from my bank to other much smaller companies that they registered receipt of my fundsinstantly?   Something stinks around here, and I will not be using this ridiculous service again.   PAYPAL, LISTEN UP. PEOPLE ARE NOT STUPID.             ... View more