Unauthorised Transaction - Claim Declined / Natwest Won't Do Chargeback

MrMotivate

PayPal Appeal refused - Final Decision

Dear Dean Lee ,

We've re-reviewed your unauthorised payment claim and we're satisfied that the correct decision was made. We're unable to consider this to be an unauthorised payment.

We understand that this may be frustrating for you, but at this time we can only advise contacting the recipient to try to find a resolution.

Yours sincerely,
Hind
PayPal

MrMotivate

So they have refused my appeal once more, which means I now have no way of getting the money back. I am royally screwed now and this fraudster has got away with taking $353.50 out of my bank (£270). An absolute disgrace.

PayPal said if I could provide virus scan photos they would approve the case, which I did do. They have clearly told a lot of lies throughout this entire situation. Looks like I will be leaving my account balance in the minus then as hopefully Natwest have cancelled my direct debit arrangement to them in time...

MrMotivate

Just going to update this thread whenever I receive an update myself, in the light that maybe it will help someone reading in the future with a similar problem:

- I call Natwest again just in case they could offer any advice. They proceeded to attempt to sell me one of their products and to have an overdraft, before deciding to transfer me to the fraud team. They offered no further assistance.

- I have contacted trading standards, who offered me some advice and to call actionfraud.

- I have filed a report over the phone with actionfraud, who gave me a reference number and told me to ring Natwest again with this reference number, and to file an indemnity claim.

- After being on the phone to Natwest for 30 mins, listening to informal conversations in the background and genuinely not really taking my call properly... they filed an indemnity claim. There was a man in the background speaking over the agent saying I need to contact PayPal. I told them both on the phone I have already done that and they're unwilling to help. I then mentioned I have a crime number here from actionfraud... to which they put me on hold before filing an indemnity claim for me on the direct debit payment.

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So to conclude, I am now hoping this indemnity claim will solve the issue, and that PayPal will chargeback on the transaction from the recipient to get their money back. Rather than deducting my zero balance to make it minus $353.50.

18cc

I believe pp are regulated by the fos - download a complaint form from them.

You can also try resolver (google resolver paypal)

you can also take them to the small claims court (a fairly easy process)

just be aware paypal my close your account in retaliation

MrMotivate

18cc wrote: »

I believe pp are regulated by the fos - download a complaint form from them.

You can also try resolver (google resolver paypal)

you can also take them to the small claims court (a fairly easy process)

just be aware paypal my close your account in retaliation

Yeah that's the problem. I am starting to think I'm going to have to take the hit and pay them the $353.50 out of my own pocket, in order to keep my PayPal account running.

I need PayPal to operate my eBay business, without them I will have to shut down entirely. If I wasn't operating on eBay then this would be a much easier decision and I'd escalate further with the court etc.

msallen

You mention sending a photo of a virus scan to Paypal - what did the scan show. Do you have an infection or not?

If you haven't then I'm failing to see how sending them proof that your PC is clean helps your claim - surely it either has no bearing or harms your case?

MrMotivate

msallen wrote: »

You mention sending a photo of a virus scan to Paypal - what did the scan show. Do you have an infection or not?

If you haven't then I'm failing to see how sending them proof that your PC is clean helps your claim - surely it either has no bearing or harms your case?

The scan shown some malware that was on my PC, and I simply sent that because it was requested by the agent over the phone. The agent specifically said if anything was found on my PC, they could use that as evidence and dispute the transaction for me.

I am failing to see how they are viewing the transaction as authorised. They are either not looking properly or are simply unwilling to even investigate, giving me a robotic response to the claim and auto-declining. I certainly did not send $353.50 to an unknown e-mail address as a gifted payment.

[Deleted User]

You have to look at it from Paypal's perspective.

Lots of people pay money to other people then claim it wasn't them that made the transaction.

For your transaction to have happened, someone would have had to have accessed your Paypal account. For that to have happened without your consent, someone must have obtained your password.

Can you reasonably show that someone has done that? Would a hacker "just" steal $350? Are there any other wrong transactions?

You don't seem to worried that someone has hacked your account, especially when you claim you use Paypal a lot for business reasons.

Paypal will also know what IP was used to log in, what time the log in was, what country it was from etc. If that is all showing as your IP then how would you explain that?

The fact they have rejected your claim would suggest they have enough evidence to reasonably assume you made the transaction and now don't want to pay it.

18cc

Yes I agree with you Camelot there are some very strange things about this situation particularly the fact that 'only' 350 UDD was taken that does not seem like the way a fraudster would operate

everything you say about having to have had the PayPal password and the IP address to used to make the payments etc is also true

If you are able to and if you think it is a good idea and it would help can you post the email address you make the payment to as someone on here may have heard of it

maninthestreet

So what was the email address that was used???