PayPal credit - unauthorised payments

Philip5803

soolin said:

Philip5803 said:

Woodstok2000 said:

Maybe try the website, I've found that better than the app for disputes.  Also their webchat (and phone help) is pretty good for simple queries like 'how to I dispute a decision', just don't expect them to resolve the issue there and then.

Same with Ebay - live chat is the way to go.

Surely the items haven't been dispatched yet if this all happened overnight - I would get on to ebay asap and get the orders cancelled.

I can’t see anywhere on eBay where you can chat to anyone just send messages and say they will get back to you within 48 hours…

Go through the help system and try the options related to account or fraud and eventually contact details will pop up and you can request a call back. 

TheComplaintGuy said:

Unauthorised use of PayPal Credit is treated differently to a normal PayPal dispute because it’s a regulated credit product. You’re not liable for any credit agreement transactions you didn’t authorise, but it’s important to get the right steps documented.

A few things that may help:

1. Make sure PayPal has logged the payments as “unauthorised use of PayPal Credit” rather than just a standard dispute. Those are two different teams and the credit side is handled under consumer credit rules.

2. Ask PayPal to confirm in writing:

   • that the transactions are being treated as unauthorised

   • that your PayPal Credit account won’t be held responsible for the balances

   • that no negative data will be reported to your credit file while this is being investigated

3. Take screenshots of:

   • your dispute case numbers

   • any messages from PayPal agents

   • your PayPal Credit summary page showing the charges

   • any error messages if their system won’t let you dispute them properly

This helps if you need to escalate it later.

1. If PayPal don’t resolve it quickly or give mixed messages (which does happen), you can raise a formal complaint with them. If that doesn’t sort it, the Financial Ombudsman can step in and they deal with unauthorised credit use all the time. PayPal have to follow whatever the Ombudsman decides.

You’ve done the right thing reporting it straight away. If you can post the exact wording PayPal sent when they said they “can’t find your case”, people here can help you work out the next step.

Thanks for the replies I have been in contact with eBay , and they were useless they basically told me because the orders weren’t made on my eBay account they can’t look into it. I basically said I just want to report these order numbers as fraudulent and they were interested.

they have asked me to contact PayPal which I have done but am having no joy with them. According to the resolution centre I can dispute it until 19th December 

TheComplaintGuy

It’s frustrating but not unusual for eBay and PayPal to bounce you between each other in cases like this. eBay won’t look into it because the order wasn’t placed on your account, and PayPal can be slow to pick these cases up properly unless they log it as unauthorised credit use rather than just a standard dispute.

Since you’ve still got time before the 19th, it’s worth going back to PayPal and asking them to confirm, in writing, whether the case has been classed as “unauthorised use of PayPal Credit.” That’s the key wording that gets it handled by the right team rather than sitting in the normal dispute queue.

If they say they “can’t find your case” again or give you a stock reply, you can ask them to open a new unauthorised-use investigation and link it to the disputed transactions. They must review these properly, and you’re entitled to a clear answer either way.

If you’ve got the exact message PayPal sent when they said they couldn’t locate the case, post it here — it often helps to see how they’ve worded it.

glennevis

OP said
"they delinked my mobile number and had access to that number."

So this sounds like a SIM swap fraud and you need to deal with that ASAP.

This article explains

https://cyberfraudhub.org/resource-database/sim-swap-fraud

TheComplaintGuy

If your number was disconnected from your SIM without your permission, that’s a red flag for a SIM-swap. It basically means someone may have gained control of your phone number long enough to intercept verification codes and access accounts.

Before anything else, contact your mobile provider’s fraud or security team and tell them you suspect a SIM-swap. Ask them to lock down your account and confirm whether any unauthorised changes were made.

It’s also worth changing passwords on your email and any accounts linked to your phone number, and enabling app-based authentication where possible instead of SMS.

For PayPal, this changes the angle too. They should be treating the transactions as unauthorised because the issue now looks like an account takeover rather than a simple dispute. Once you secure your number and accounts, go back to PayPal and make that point clearly — their fraud team should be handling it.

If you can share any screenshots or wording from PayPal about why they can’t find your case, people here can help you work out the next step.

marcia_

 When I was hacked through eBay and my PayPal my debit card was used I complained to eBay who quickly refunded me.