Money transfer, virtual currency, or money service -- Unexpected or other fees -- Complaint #5139630
Complaint Overview
Complaint ID: 5139630
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Unexpected or other fees
State: Texas
ZIP Code: 75013
Date Received: 2022-01-22T12:00:00-05:00
Date Sent to Company: 2022-01-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX my in-law sent money to me via PayPal from XXXX in the amount of $ XXXX. I received an email from PayPal notifying me of the transaction and the amount that was sent. I went to the PayPal website and my account to accept the payment and noticed that the amount stated by PayPal to deposit into my bank account was {$480.00}. I automatically assumed the reason for the deduction was because the money was sent from another country and international transfer fees were taken out. But on XX/XX/XXXX, my in-law sent me $ XXXX and when I was about to Accept the payment, the amount to deposit into my account was $ XXXX. This time, I contacted PayPal to ask why I was being charged the fees as opposed to the Sender and that is when I learned that the fees being charged to me was for goods and services. I then explained to the Rep from PayPal that I was not selling anything and that the money that was sent to me was owed to me by my sister-in-law. The Rep explained to me that an option had been given to my in-law to select whether the payment was for a Friend/Family or Goods/Services. I then reached out to my in-law to inquire, and she stated that this option was not given to her. I then explained to the PayPal Rep that the money was sent from XXXX and in response I was told that PayPal in XXXX is on a different server which could not be accessed in the US. I then requested to speak to a supervisor. The supervisor basically explained to me about the same options that should have been given to my in-law and when I told her that it was sent from another country, she in return lied to me by stating that she was on the XXXX PayPal site and the option was available. I then contacted my in-law again. This time, she shared a screenshot of the PayPal transaction which gives no options but only shows a Goods/Services message which is pre-selected, and no other option was shown to be given. I explained this to the supervisor and requested to speak with upper management or to have my complaint escalated and she told me that there is no one higher than her and there is nothing that could be done about the situation. I then thanked the supervisor and requested her name and any other information that I could include in my formal complaint which I would proceed to file. So basically, I have been robbed by PayPal for the total amount of $ XXXX. I was being charged a fee for goods and services in which I was not selling either of the two and the money that was sent to me was owed to me by a family member. It is unfair that not only was I robbed by PayPal but also lied to and misinformed by a PayPal supervisor. I would like for PayPal to refund the amount which was taken from me and I will make sure that PayPal will NOT be the payment method used for any similar transactions such as this one.
Frequently Asked Questions
What is Complaint #5139630 about?
Complaint #5139630 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Unexpected or other fees. It was received by the CFPB on 2022-01-22T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.