False dispute scam

[burfang]

I'm having an issue with a false dispute scam, and paypal CS hasn't been helpful.

TLDR; paid seller through G&S, seller/scammer filed a dispute through my account, then sent nothing. Paypal CS says since the dispute was already closed, all G&S protections are gone.

I bought something on FB Marketplace via G&S for $1200, and the seller supplied a tracking number but nothing ever arrived. Would be simple, but the seller (read scammer) had asked me for my phone # and a screenshot of the confirmation email beforehand, and without realizing what could happen I sent it to them.

The scammer then somehow contacted PayPal AS ME and opened a 'did not receive item' dispute. They then closed it a few minutes later. I didn't receive a notification of this, and only saw it when I checked my PayPal account later the next day. I immediately changed my passwords, but wasn't sure what would happen.

When the tracking number showed the item as delivered, but nothing arrived, I contacted the seller, they deleted the original listing and blocked me. I tried to dispute the transaction, but PayPal wouldn't allow me to, as it was already closed by the seller. I called in and had someone from the CS team manually open a dispute.

The dispute was closed in the sellers favor within a day, ' as this transaction is ineligible for PayPal Purchase Protection. '. I didn't receive a notification of that either, and only found out when I checked my account manually.

I've repeated this 5 times now, each time spending over an hour on the phone with PayPal. It's been 3 weeks. PayPal have suggested I ask my bank to reverse the charges, but since I thought PayPal G&S had my back, I've had my Citibank debit card as the main source of payment, so they've told me I need to work it out with PayPal.

Each time I call the CS, I get an apologetic agent who swears to me that they'll add it to their 'personal workload', and 'make a note to call me with any updates', and that they'll prevent it from being closed. And every time it's closed with no communication.

This most recent time, I was transferred to a supervisor in the fraud department, who was extremely unhelpful. I was told that their internal records showed that I had been the one who opened the dispute through my account, and that I had closed it 5 minutes later. When I asked for proof that I had done that, she refused to share any internal data with me. I asked if I could escalate, and was told that this was the furthest escalation, and once a buyer opened and closed a dispute all paypal protection was gone. When I pointed out that the dispute had been opened less than an hour after the transaction, and that logically it didn't make any sense to open a 'did not receive item' dispute so quickly, she just said that "Opening a dispute is your right as a consumer", insinuating that I was the one who was being dishonest.

She said my only options were to dispute the transaction with my bank, or to contact paypal's legal team. I don't want to sue anyone, and the bank hasn't helped at all, I just want my money back.

Is there some way to reach someone higher up at paypal? I didn't file this dispute, but it doesn't seem like anyone is able or willing to address that. I've seen a few other people online go through something similar, but no one has posted a successful resolution. I'm really at wits end here, it feels like paypal is protecting the scammer more than me.

[kernowlass]

@burfang 

Sorry don't have the time to wade through all that, can you edit and just post the facts?

[burfang]

@kernowlass 

Background:

• I bought an item to be shipped for $1200 using G&S on May 31st
  • The Seller asked for a screenshot of the transaction confirmation; I gave it to him
• Within an hour of the transaction, the scammer somehow opened a 'did not receive item' dispute posing as me, and closed the dispute 5 minutes later. I didn't find out about this until the next day, when I opened my paypal account and saw it.
• The tracking number the seller provided me was false, and I never received the item.
  • When I contacted the seller, he blocked me and deleted the original listing

Interacting with paypal:

• I was unable to use the resolution center to file a dispute
• I tried 6 separate times to call paypal CS and have them manually file a dispute. This took a total of about 10 hours on the phone.
  • Every time without fail, the dispute would be closed in the seller's favor within 2 days
• I finally spoke with a supervisor in the fraud department today. She told me the following:
  • Their internal records show that the dispute was opened and closed  by me, in my account
    • She said that any IP data or proof who opened the dispute is internal and can't be shared
  • Once a dispute is closed, all protections are gone
  • They can't or won't do anything, there isn't any other department I can speak to, and no one with whom to escalate

Citibank won't let me file for a chargeback because I used my debit card; chargebacks are only allowed in the case of fraud. The seller/scammer isn't responding to any of my emails. Paypal says that because the dispute was closed there's no protection. I feel like I'm **bleep**.

What I've done since speaking with the supervisor:

• Filled out a complaint on the BBB
• Clicked 'report a problem' on the resolution center, and filled it out under 'Not as Described', explaining the details in the text options

What I'm looking for:

• Another way to contact paypal and get them to acknowledge that I was scammed, and did not open this transaction. Hopefully this will lead to a refund.

[kernowlass]

@burfang 

If you managed to open an item received but not as described dispute (which I am surprised you were able to as normally its x1 dispute per transaction) then escalate it to a claim. If and only if paypal find in your favour then you would be asked to send the 'item' back to the seller, trackable to prove delivery before you got a refund. If that is the case then send an envelope trackable with what you received inside it ie nothing?

However if your dispute fails then to be honest I doubt keep contacting c.s. is going to make a difference but you can try if you want.

Failing that do you have something like a small claims court in your country you can take the seller to if you have their information?

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[burfang]

@kernowlass 

That's a good point regarding the 'not as described' resolution, since they never sent anything I wouldn't be able to send anything back.

I'm in the United States, small claims court wouldn't be helpful since I don't think their paypal information is their real name.

I'm not sure contacting paypal again would be helpful, since the supervisor made it clear it's a policy to not offer protection once a dispute is closed, and she wouldn't give me any information how to file that the initial dispute was opened fraudlently.