Paypal Fraud - payment made to Shopto.net company - how to claim refund

jonesMUFCforever

Benso100 said:

Hi - Sorry to jump on this thread but I have had exactly the same problem.  I had over £700 worth of transactions taken to Shop.com - lots of smaller amounts e.g. £20 ish, £50 ish then finishing with £80 ish amounts.  As soon as I spotted this I contacted them.  They have said that in their opinion this was not unauthorised.  I have been back to them 3 or 4 times but each time they say they are sorry that I am frustrated but in their opinion the case is closed.  I had two cards linked to my Paypal account.  One a direct debit card, one a credit card.  The direct debit card was my default card.  Whoever managed to access my account changed the card to the credit card!!  I am the only one with the password... I'm a middle aged woman who wouldn't spend over £700 on Playstation gaming vouchers!  I'd be really grateful if anyone could give their advice?

Speak to your bank's fraud team.Change your password to Paypal. Run anti virus and Malaware software on your devices to make sure they are not infected.
Lastly any close family member or friend who may have done this to you - any suspicious activity that you thought nothing of at the time --- but now?

MohsenT20

Hi, similar problem has happened to me. Someone has used my PayPal to make 6 purchases (about £250) on Shopto.me without my permission. I created a case at PayPal resolution center but they refused to issue me a refund. I did a search on the internet and I noticed some other PayPal users had similar problems. I messaged shopto.me customer service they said they will only answer to the payment provider. Also, I went to the bank and they seemed to see this as its not their problem too? 

I checked PayPal terms and condition and they are saying they will cover any unauthorized access? Why do they refuse to do so in my case? 

Does anyone  know what can I do next?  

Many thanks 

happy_hazelnuts

PayPal should refund any fraudulent transactions on your account

if they do not then your first step is to raise a formal complaint with them - Google how to do it

Allow PayPal sufficient time to respond

if they still come back no, then you can complain to the Financial Ombudsman Service

https://www.financial-ombudsman.org.uk/faqs/all/can-complain-paypal

RussWWFC

I'm here as this morning I noticed some debits from the same provider taken from my Halifax account.
I logged into Paypal and indeed the transactions are there - though I never received emails for these transactions. As indicated by the replies above, Paypal's customer service is dire - when trying to report the transactions the page just loads forever.

So I've contacted my bank via online messaging but they sent me back to Paypal. Currently raising a dispute - my ad blocker prevented the page from loading previously - I'm not hopeful of a good resolution, but at least I've got the ball rolling.

UPDATE: Full refund received within a few days

richto

Similar issue here. 2 x transactions for playstation network credit made within a short period of time on my Shopto account without my knowledge. 1 on each of 2 registered debit cards in turn (not via Paypal). No response to a helpdesk ticket raised to shop.to over a week ago and they are not answering the phone.

My bank says that they show as being from my wifi network so wont pursue as fraud. I don't see how that would be possible. And from an iphone (i have android). 

Am escalating as per here:
https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-unauthorised-transactions-on-your-card

OK on escalating it turns out that the information that the first agent gave me as to the transactions being from my WiFi gave me was wrong, they were from different IPs and devices, and the card provider have now raised a fraud case.

GuyRum

The same story happened with me. 2 transactions on Paypal.
Paypal refused that transactions were unauthorized.
Anyone have solved that issue with them and can help with steps what should i do get money back from them?
Happily i did change passwords 10 min after transactions.

GuyRum

GuyRum said:

The same story happened with me. 2 transactions on Paypal.
Paypal refused that transactions were unauthorized.
Anyone have solved that issue with them and can help with steps what should i do get money back from them?
Happily i did change passwords 10 min after transactions.

So. if payment was done through your computer, but because of Malware/Virus- paypal see that transaction is made from same IP and refuses to refund.

In my situation- i was browsing internet, while that happened- and there was no sights of any unauthorized activity on my laptop.  All hacking actions were on background.

So you need to be persistent- i have  appealed my case 5 times, have called  paypal 4 times, until successfully, at the end, i was transferred to account suspension/limitation team- which did help to get a refund. 

They did even block my paypal account, telling me that i will be unable to use paypal anymore, but twitter paypal support - unblocked me, after explanation what happened.

It did took 2 weeks to get refunded. 

Happy ending.