Consumer complaint received 2019-10-05
Company: Paypal Holdings, Inc
State: SD
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
To whom this may concern ; I recently had an unpleasant customer experience with PayPal. I opened my PayPal account earlier in XXXX and included my debit card information. The purpose at the time was to utilize PayPal as a secure service to make online purchases. I however rarely shop online and therefore have had no need to use this account. 
At XXXX Mountain Time on XX/XX/XXXX a transaction to XXXX XXXX XXXX transaction ID XXXX ) with a contact e-mail address of XXXX in the amount of {$510.00} occurred on my account. I received 3 push notifications from PayPal indicating possible unauthorized transaction occurred. I woke up on XX/XX/XXXX in the morning, received the notification and immediately logged into my PayPal account. In which a security prompt indicated to change my password due to possible unauthorized activity that occurred. I changed my password and then opened the a dispute case. That was XXXX on XX/XX/XXXX. 
At XXXX I received an e-mail indicating, Weve completed our review of your unauthorized activity case and weve determined there was no unauthorized use. Based on our review, we found this transaction to be consistent with you PayPal history. 
In the above sentence transaction to be consistent with your PayPal history '' is incorrect because I have never used my account so I had no transaction. 
My next contact with PayPal was when I attempted to go back online and re-open the case. I was unable to do so since their system prevents cases to be re-opened on the same transaction. I then attempted to contact PayPal to speak to a fraud representative, to share my story and experience. Hold times were too long, therefore I selected a return call option. I then opened a chat message and requested the funds returned and that the dispute case to be reopened. XXXX was the representative on the chat. They indicated they were not going to re-open the case and that I can write in for an appeal process. 
The automated system returned my earlier call in which I spoke to a XXXX with a thick accent. I asked to specifically speak to the fraud department. XXXX stated he was the person to speak to. I asked if XXXX XXXX 's profile was reviewed for fraud, and if IP addresses were looked at to confirm that the transaction did not occur from one of my devices. XXXX stated that each dispute case is handled by a person and that my account did not appear to have an unauthorized third party activity. When I asked for the criteria it was reviewed against he told me to speak to the legal department and send in a written dispute. 
My frustration with this company is not only the fact that an unauthorized {$510.00} transaction occurred from supposedly secure company but that in every instance I attempted to share my story no one was willing to listen or go the extra step to reassure me that the account had been fully reviewed. 
I would like a fraud investigation opened on the person who hacked my account and my funds returned to me.

Company response to consumer: Closed with explanation