Consumer complaint received 2020-12-27
Company: Paypal Holdings, Inc
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Woke up to multiple rapid unauthorized transaction alerts for XXXX each on my PayPal, at XXXX the night of XXXX day, that was also fraudulently hitting my main XXXX XXXX account because it had to be linked, and only stopped just short of taking every dollar I own because I called XXXX in time ( after unsuccessfully getting help and reporting it to paypal, within minutes of the unauthorized transactions ) and the nice lady stopped them by freezing the account.. It left me with next to nothing, to live on and support my family.. On XXXX, during covid no less.. The transactions are still pending as we speak.. Don't understand why they can't be canceled before these cruel people gain access to the money they stole from me somehow.. Says right on front page of paypal that they protect against unauthorized access/hacking, and just about everything else, it's the whole reason I made a paypal, because it's supposed to be safe. Showed up each time as " XXXX XXXX '' .. Paypal was drained within 4 minutes.. I called them immediately and was hung up on by the machine multiple times with no way to talk to a real person.. All while everything I have was being drained right in front of me.. Called XXXX since I couldn't get help from PayPal, to get it canceled. Nice XXXX lady immediately seen and said they were still continuously trying to hit my account. We froze the account and closed my debit card just in case. She instantly put stop payments for the XXXX transactions and made it right. Just like that. Done, on the XXXX end at least. Unfortunately I XXXX had most my money in paypal at the time because I was recently using it to buy presents for loved ones and I thought paypal was the really safe and protected way to make purchases, Ironically I was even using their extra safe " paypal key '' for additional safety. Tried the paypal resolution center, but it would only say I couldn't dispute.. Tried calling but everytime it just said use the resolution center and immediately hung up, with all 3 different paypal numbers I been calling. Tried their messaging system, no response. Managed to find a paypal email ( no where in paypal gives any real contact information for some reason ) and within five minutes of me telling them what was happening I received an automated denial saying something about suspicious emails obviously written by a machine, and in record time. I was blown away.. The email even thanked me for finding fraud, and then said that the transactions look normal to them. Over 15 hours straight of this and have gotten no where with PayPal except that automated email.. Just don't understand why they can't/wo n't stop the payment while it's pending and before it is completed, or why I can't talk to a person, or anything. XXXX did everything I needed in 5 minutes. And now I'm here.. Come on paypal.. Just want you to cancel these outrageous charges, like you promise to. XXXX took all of 3 minutes to keep my account safe.. Please help me out here. A simple cancel payment, human reply, anything. They took everything that not only I have to live on, but my loved ones as well.. Sad and cruel..

Company response to consumer: Closed with monetary relief