Its partly because PayPal's reputation precedes it. Paypal is a shitty company with often scummy policies. They also have a demonstrated history of employees ma

Its partly because PayPal's reputation precedes it. Paypal is a shitty company with often scummy policies. They also have a demonstrated history of employees making horrible decisions. If PayPal didn't do anything wrong, they would probably be far more eager to provide their customer with assistance. In their initial communication they should have volunteered whether or not there is a recording of any conversation they may have had with the attacker. If there is a recording, they should have immediately volunteered to play it back for the victim in order to give him peace of mind. That's basic customer service.