Consumer complaint received 2023-06-25
Company: Paypal Holdings, Inc
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX at approximately XXXX, I noticed multiple emails from my bank account and PayPal account saying that there was suspected fraud activity on my account. I immediately attempted to contact both, but was blocked by my phone which stated " calls can not be made. Try again later. '' Despite having full bars of service. I repeatedly tried to call my financial institutions to no avail. I eventually realized that my service was not interrupted, but my number was being ported out to a different device so that I could not make or receive phone calls or texts, including my two factor authentication texts from my bank and PayPal. I called PayPal using my parents phone and they informed me of a PayPal debit card being opened in my account ( using my maiden name, not my current legal name ), as well as multiple transactions, that I did not authorize. They stated that when my phone was sent the authentication alert for fraud, my phone number authorized the transactions and PayPal debit card. I did not have access to my PayPal during that time as my password, security questions, and pin were all changed all around XXXX. This was confirmed by PayPal via phone call but they could not release the information to me as there were security flags on my account. It was also confirmed as my husband received a pin alert change text on XX/XX/XXXX at XXXX but was not able to access the account. I did not receive an alert on my compromised phone number. I believe the sim card itself was hacked or being accessed by the hacker. The alerts from PayPal were sent to a compromised email account at XXXX. There were XXXX total transactions/PayPal debit card use alerts from PayPal to my email. PayPal created a case about the disputed transactions on XX/XX/XXXX. My address in PayPal was also changed to " XXXX XXXX XXXX XXXX WI XXXX ''. I live in Pennsylvania. I checked my XXXX XXXX  account as my father was an approved person on my account, and there was a charge stating {$1300.00} had been transferred from my bank account to " auto XXXX transfer to ckg '' and was pending. I attempted to have XXXX sent the transaction, but they stated they were unable to do so and we would have to wait until they posted to my account to dispute them. They were able to freeze my account to prevent further access, and informed me I should see my bank in person the following day. 

I contacted XXXX XXXX on XX/XX/XXXX after speaking with PayPal, again using my parents phone as my phone was unusable. They informed me that my Pin, security questions were all changed. They helped me put a flag on my account. During this time I was not able to change any settings on my phone, make or receive phone calls or texts, or check my voicemail. My service was active via the bars but on the left upper screen it said no service. My phone settings also said there was no sim in my phone during that time, but I DO have a sim card. 

On XX/XX/XXXX, I received an email on the compromised email account stating that a XXXX Account was created. I did not create a XXXX account. I reached out to the XXXX XXXX team via email and have not heard back as of XX/XX/XXXX. There have been no further emails from XXXX. 

I went to my local XXXX XXXX at XXXX XXXX to sort out my financial fraud alerts. I worked with XXXX, who helped me close my compromised accounts from being accessed, opened new accounts for me, and started the process of reporting my issue. She gave me further instructions to follow which I did. I completed an XXXX credit check and have that available for review. I notified my place of work of my changing banking information for my direct deposits. I changed all contact information by switching to a new phone and provider and phone number. I changed all passwords and contact information to remove the compromised emails and phone number. 

On XX/XX/XXXX, I filed a police report with the XXXX XXXX Police Department. Report # is XXXX and that was completed at XXXX XXXX. I contacted PayPal from XXXX about my account. I informed them that the withdrawals from my banking account via a compromised visa debit card were not approved, nor was the PayPal debit card. They informed me that the PayPal debit card has already used the funds from my bank account three times at a XXXX. I do not shop at XXXX and never have. They requested I have XXXX XXXX send proof of my account being compromised to XXXX as they were unable to assist any longer. 

I contacted XXXX XXXX from XXXX. They confirmed alerts were sent to my accounts phone number on XX/XX/XXXX and that my Pin and security questions were also changed. I spoke with XXXX and XXXX. They informed me that I would need a subpoena from a police department to acquire that information in writing. 

I called the XXXX XXXX Police Department at XXXX to ask about subpoena. They said my bank takes care of that, not them, and to contact my bank on Monday. 

I went on to my husband 's XXXX account and requested the data information for my compromised phone number. I got an email saying that my request was received and could take up to 45 days to hear back. The data request ID is XXXX XXXX 

I am currently at a standstill until I can get in touch with my bank on Monday. I did try to get the disputed started with XXXX XXXX  on Saturday at XXXX XXXX but the system was down, so she informed me I should come back on Monday when they reopen. 

Any help with this matter would be greatly appreciated. PayPal said they will likely return the transactions that were taken from my bank account, but that I would be on the hook for the PayPal debit card that was opened fraudulently in my name. So really, I will be out {$1300.00} either way as PayPal has already stated they would not investigate the fraudulent debit card any more. Please assist in any way, it's greatly appreciated!

Company response to consumer: Closed with monetary relief