Paypal and Abbey disagreeing about refund

adea

Back in October, I was notified by Paypal about attempts to access by a third party which resulted in limited access to my account and an investigation being started by Paypal.
They found that it was unauthorised and money was put back into my Paypal account.
However, the money that was put back by Paypal had come from our joint bank account who had honoured one of the two payments but bounced the second one.
Both these took the account overdrawn and incurred £95 of bank charges as a result:mad: .
My husband contacted Paypal who said it was not their policy to refund bank charges and to go talk to our bank.
Fair enough we thought as Paypal did refund the money that was taken from the bank.
My husband then went down to the bank,armed with all the information from Paypal, to talk to them about getting the charges refunded, only for the advisor to say it's not their problem and go back to Paypal to get the money from them:mad: and if Paypal got funny about it, to go to the ombudsman.

We are now in a state of puzzlement.
Who do we ask for our money back from .

Any advice greatly received.

Brooker_Dave

adea wrote: »

Back in October, I was notified by Paypal about attempts to access by a third party which resulted in limited access to my account and an investigation being started by Paypal.
They found that it was unauthorised and money was put back into my Paypal account.
However, the money that was put back by Paypal had come from our joint bank account who had honoured one of the two payments but bounced the second one.
Both these took the account overdrawn and incurred £95 of bank charges as a result:mad: .
My husband contacted Paypal who said it was not their policy to refund bank charges and to go talk to our bank.
Fair enough we thought as Paypal did refund the money that was taken from the bank.
My husband then went down to the bank,armed with all the information from Paypal, to talk to them about getting the charges refunded, only for the advisor to say it's not their problem and go back to Paypal to get the money from them:mad: and if Paypal got funny about it, to go to the ombudsman.

We are now in a state of puzzlement.
Who do we ask for our money back from .

Any advice greatly received.

Paypal.

It's not your bank's fault.

RadoJo

I would say Paypal - the bank haven't any control over Paypal systems, and as the breach in security was at Paypal's end, they should be the ones to make restitution. As far as the bank are concerned this money just went out and some more was paid in - they aren't responsible for fraud undertaken through a third party. This is just my opinion however, not sure if there is a legal precendent?

G-G_4

PayPal.. they are the ones who have made a mistake (as such) and have already refunded you.. so, in effect admitting liability for the loss..

adea

Resurrecting this thread as the dispute is still on ongoing.
We have contacted Paypal again stating that our bank will not refund the charges as there was no fault there end.
Paypal responded again, that PayPal does not reimburse fees for insufficient funds for transactions you did not make.
So now it looks like we need to go the ombudsman to solve this issue
Can anyone give me help on how to do this please?

davegoldi

adea wrote: »

Resurrecting this thread as the dispute is still on ongoing.
We have contacted Paypal again stating that our bank will not refund the charges as there was no fault there end.
Paypal responded again, that PayPal does not reimburse fees for insufficient funds for transactions you did not make.
So now it looks like we need to go the ombudsman to solve this issue
Can anyone give me help on how to do this please?

Hi there, Just wondered what the result of this. Was the situation resolved. I only ask because a similar thing happened to me 3 weeks ago with bank charges amounting to £114. Neither Paypal or my bank Natwest are willing to compensate or withdraw these charges. Just wondered if going to the ombudsman had a positive outcome.

Dave

adea

sorry, haven't got any further with this. I was hoping that someone on here could advise what was needed but no reply
To be honest, it fell by the wayside and was forgotten about.

davegoldi

adea wrote: »

sorry, haven't got any further with this. I was hoping that someone on here could advise what was needed but no reply
To be honest, it fell by the wayside and was forgotten about.

thankyou for your quick reply, just really wondered if anyone with a similar problem managed to get their charges back.

1980babe

Without a doubt I'd be going to the ombudsman. Paypal and your bank owe you a duty of care to be fair and honest to their customers. The ombudsman will uphold this.

Blacksheep1979

1980babe wrote: »

Without a doubt I'd be going to the ombudsman. Paypal and your bank owe you a duty of care to be fair and honest to their customers. The ombudsman will uphold this.

But since PayPal are based in Luxemburg they can just ignore what the ombudsman says and you have no legal comeback.

davegoldi

Blacksheep1979 wrote: »

But since PayPal are based in Luxemburg they can just ignore what the ombudsman says and you have no legal comeback.

Thats very disapointing news. I will await a reply from paypal to my latest rant before deciding on what to do next. though I am unsure ast to what my options are.

a recent communication from paypal read:

"Thank you for contacting PayPal with your concern.

This is to confirm that the unauthorized charges on your account will be
credited back to your PayPal account balance. Once the funds will be
available, you can then withdraw the funds back to your personal bank
account.

It may take up to five working days for the funds to appear in your account.

We appreciate your patience and understanding regarding this matter, and
wish you continued success on PayPal."



but 7 days later i recieved this:

"Thank you for contacting PayPal. I appreciate the opportunity to assist you
with your questions regarding the unauthorised transactions.
I do apologise for any inconvenience this may have caused you.

Mr. B, after a careful review of your account I found out that the
unauthorised transactions has already been cancelled because we are not
able to get any funds from your bank in the first place. We cannot credit
you any funds on your PayPal account because of it.

Thank you for your patience and understanding into this matter.

Please let me know if you need further assistance".

Its all just so frustrating, they accept and agree that there were 8 unauthorised attempts to fraudulently use my paypal account, but will do nothing to resolve the problem of bank charges incurred because of this. It was they who asked for money from my bank and not me.

If I had any hair I would be pulling it out by now.