Consumer complaint received 2023-03-18
Company: Paypal Holdings, Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On the morning of XX/XX/ I checked my bank account and noticed an unusually high amount of money missing from my XXXX savings account. When I logged into my account to investigate what had happened, I noticed that there were 2 separate unauthorized XXXX transactions taken out of my account by PayPal on XXXX XXXX XXXX. One transaction was for {$190.00} and the other transaction was for {$6900.00}, totaling {$7100.00}. Immediately upon noticing this, I called PayPal to report the incident and open a fraud case to get my money back. I was told by PayPal that they would be blocking the unauthorized transaction and returning the money to my account in 7-10 business days. After 7-10 business days, I called back on XX/XX/. I was then told that the case had been resolved and approved by PayPal and I just need to wait an additional 1-3 business days from the money to be posted in my bank account. On XXXX XXXX XXXX XXXX XXXX business days later ) I again called PayPal as I had not received any of my money that was taken from me. I was told that they would be opening a ticket to investigate the issue. I was also told they had no record of this transaction taking place even though I provided them with my bank account number and the evidence showing that it was taken out of my account without my authorization. I was also told that I would be receiving an email in 24-48 hours informing me on the status on my refund and was given a case number to use as reference if I needed to call back in the future. On XX/XX/ ( XXXX hours later ) I again called PayPal to inform them that I still had not received any money and also did not receive any email or communication regarding my case, refund or ticket. When I provided them with the case number they told me, they had no record of that case number and that no case had ever been open for this issue again contradicting what they had told me when I previously called about this issue. I was again told they would open a new ticket and email me in 3-5 business days with any updates. After 3-5 business days I received no information or communication so I again called back on Sunday XXXX XXXX XXXX and this time was told that they had scheduled the refund ; however, it was " unsuccessful. '' When I asked why it was unsuccessful, they did not answer my question and instead opened an escalation ticket to try to find the issue and I was told I would be notified in 24-48 hours on what had happened. To this day, I have not received 1 email from PayPal informing me on what the status of my refund is or when I will be receiving my refund. I have not been refunded any of the money that was stolen from my account and it has been over a month and a half since I first reported the issue and what had happened. Every time I have called PayPal I have waited on hold for sometimes an hour just to be told they have no record of anything happening even though I have receipts in my bank accounts proving it came from PayPal with the name of the person who took the money out of my account.

Company response to consumer: Closed with non-monetary relief