Consumer complaint received 2020-09-17
Company: Paypal Holdings, Inc
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
This is the thread with PayPal : Hi! I'm your PayPal Assistant. I can help with common questions like " what's the status of my dispute '' or " I want a refund ''. 


If I can't help, I'll transfer your message to an agent. 

XXXX XXXX - PayPal Assistant My account was hacked. They took {$1000.00} on XX/XX/20 and transferred to another account. I have changed my Password. I need a refund ASAP and I will report to Consumer Protection Bureau. My English website was in XXXX when I logged in. 

XXXX XXXX I found some articles in our Help Center that might help you. Check them out! If you need more help, please type need more help ''. 


How do I add money to my PayPal account? 
Do I need to verify my account before I can accept or withdrawal donations from my account? 
How do I change the name on my PayPal account? 

XXXX XXXX - PayPal Assistant My account had a fraudulent transaction for {$1000.00}. My account was switched from English to XXXX and the money was transferred to another PayPal account. 

XXXX XXXX Would you like to send this conversation to a customer support agent? We typically respond within a few hours. 

XXXX XXXX - PayPal Assistant Yes XXXX XXXX If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded. 

XXXX XXXX - PayPal Assistant My account was hacked. They took {$1000.00} on XX/XX/20 and transferred to another account. I have changed my Password. I need a refund ASAP and I will report to Consumer Protection Bureau. My English website was in XXXX when I logged in My account was hacked. They took {$1000.00} on XX/XX/20 and transferred to another account. I have changed my Password. I need a refund ASAP and I will report to Consumer Protection Bureau. My English website was in XXXX when I logged in. 

My account was hacked. They took {$1000.00} on XX/XX/20 and transferred to another account. I have changed my Password. I need a refund ASAP and I will report to Consumer Protection Bureau. My English website was in XXXX when I logged in. 

XXXX XXXX ME Hello, XXXX! This is XXXX with PayPal Messaging Assistance and I'll be helping to resolve your account needs today. 

XXXX XXXX - XXXX ME PayPal doesnt know exactly how this occurred, when Account Take Over ( ATO ) occurs, its usually the result of accidentally clicking on a link to a fraudulent website and entering login credentials. The fraudster will capture this information and will sometimes use this information for malicious intent. More information about how this can happen and what you can do to prevent it from happening again can be found in PayPals Help Center. 

If you've already taken the necessary steps to secure your PayPal account and have regained access, your account is secure and no further action needed. 
However, after the {$1000.00} is in your PayPal account, you may either send the funds back to your bank account or you can keep it in your PayPal account balance and use it for making purchases or sending money. 

XXXX XXXX - XXXX ME This issue is now being worked with priority. Our Risk Product team is currently investigating how the fraudster managed to get access to the accounts. 

I apologize for any inconvenience and assure you that we are actively working to resolve the issue. 

XXXX XXXX - XXXX ME Feel free to reply whenever you're ready and we'll reply as soon as we can. Stay safe! 

XXXX XXXX  - XXXX I want my {$1000.00} put back in my account ASAP! I am calling a lawyer tomorrow if this is not resolved today. I spent 2.5 hours of work time trying to reach you and resolve. I verified my account was hacked on XX/XX/20, language and phone contact changed. I have updated all security items and unlinked my bank. How do I safely take out the {$1000.00} in the account? 

XXXX XXXX ME Hi XXXX! My name is XXXX. I apologize for the inconvenience it had caused you. You can transfer the funds back to your bank/card since it is already available on your balance. ( XXiPhoneXX ) You can transfer money in your PayPal Cash account or PayPal Cash Plus account balance to a bank account linked to your PayPal account. Heres how : Log in to the PayPal Here app and tap Preferences ( button in the upper left corner ) Tap Profile and then tap PayPal Balance. 

Tap Transfer Funds. 

Select which bank account you would like to transfer the money in to. 

Enter the amount to be transferred and then tap Transfer. 

Tap Confirm. 

Tap Done. 

( XXAndroidXX ) You can transfer money in your PayPal Cash account or PayPal Cash Plus account balance to a bank account linked to your PayPal account. Heres how : Log in to the PayPal Here app and tap Settings. 

Tap Profile and then tap PayPal Balance. 

Tap Transfer Funds. 

Select which bank account you would like to transfer the money in to. 

Enter the amount to be transferred and then tap Transfer. 


XXXX XXXX - XXXX XXXX Messages are worked in the order theyre received and well send you a notification to your app, PayPal account, and email you when we reply. Thank you. 

READ MY MESSAGE : MY BANK ACCOUNT WAS COMPROMISED BY PAYPAL. PAYPAL OWES ME {$1000.00} FROM A WITHDRAWAL ON XX/XX/20 TO ANOTHER PAYPAL ACCOUNT. THERE WERE TWO UNAUTHORIZED WITHDRAWALS FROM MY BANK ACCOUNT TO PAYPAL ON XX/XX/20 AND XX/XX/20. PAYPAL SECURITY IS A JOKE. I WILL HAVE A LAWYER CONTACT YOU TOMORROW. I NEED THE {$1000.00} PAYPAL ALLOWED TO BE TRANSFERRED TO A XXXX ACCOUNT. THE INITIAL COMPROMISE WAS ON XX/XX/20 WHEN MY PAGE WAS SWITCHED TO FRENCH ( PER YOUR EXTREMELY POOR PHONECUSTOMER SERVICE CENTER ) I AM A NURSE. I AM NOT RICH. PROVIDE A REFUND OF MY {$1000.00} ASAP AND I WILL CLOSE MY ACCOUNT. 

WHERE IS THE FILE THAT WAS LOCATED IN THE MESSAGE CENTER THIS AFTERNOON? 

I HAVE FILED A COMPLAINT : XXXX : XXXX https : //www.consumerfinance.gov/complaint/ XXXX XXXX Timeline : XX/XX/20 : {$1000.00} unauthorized transaction from my XXXX account to PayPal XXXX Paypal customer service confirmed my account had a phone # added on this day and was switched from English to XXXX. 
XX/XX/20 : {$1000.00} " Instant withdrawal '' from my Paypal account to another Paypal account. Paypal customer service said it was to credit card for which I do not have possession. 
Another unauthorized {$1000.00} was transferred from my XXXX account to PayPal = {$2000.00} of unauthorized funds transferred from my XXXX account. There is currently {$1000.00} still in my PayPal account. I have had {$1000.00} of fraud incurred for which I need a refund by PayPal.

Company response to consumer: Closed with monetary relief