Consumer complaint received 2023-01-04
Company: Paypal Holdings, Inc
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
In XX/XX/XXXX I opened a Paypal account to make online purchases. 

In XX/XX/XXXX, I was XXXX shopping on XXXX, XXXX, and XXXX and decided to use my Paypal account for convenience. I linked some of my credit cards but once they were maxed out, I decided to link my bank debit card, as well. Paypal also offered me a XXXX  XXXXXXXX XXXX which I was accepted and used. I did not use my debit card for any purchases. 

On Tuesday XX/XX/XXXX I received an email from Paypal regarding suspicious activities on my Paypal account. I also received strange emails from my bank that a XXXX transaction was denied and XXXX was sent to an XXXX XXXX. I had XXXX balance in my bank account. When I checked my bank online, I noticed an ATM-PayPal transaction of XXXX to XXXXXXXX XXXX in XXXX XXXX XXXX CA. My heart dropped because I have no idea who this person is nor did I authorized my bank or Paypal to release this fund. 

On Tuesday XX/XX/XXXX my husband and I notified the bank and they immediately suspended all transactions. I also notified Paypal and according to Paypal agent, I would receive a response anywhere from 48 hours to 10 days regarding this investigation. She advised me to find the open case in the XXXX XXXX of Paypal website. 

On Wednesday XX/XX/XXXX I contacted Paypal because I had not heard anything back from them at all. It seemed they did not care that my bank account was wiped clean because of them ( Paypal ). The agent said the case is closed and they found no fraudulent activity. I was incensed because I knew that was a lie. Also, they never notified me of anything. There was ZERO communication from Paypal after I opened an investigation case. I had to call them and be tossed around 4x before I was able to speak to someone who said the case is closed. The first agent was a male and in the middle of our conversation he put me on hold for 15 minutes. I finally had to hang up and call back, again! 

I demanded the XXXX  to be refunded to me because I trusted them with my debit card. What if it was an employee? Why did I get an email from Paypal regarding fraudulent activity and they still released the funds from my debit card. 

I told Paypal I am filing a complaint with the CFPB and demanded they close my XXXX XXXX. The agent said she will re-open the investigation and that I had to speak to another department to close my Paypal card. I was tossed around again ( very difficult to get a live agent on the phone ). 

On Wednesday XX/XX/XXXX I closed my Paypal XXXX. I was trying to close my Paypal account altogether but they would not let me. I am stuck with Paypal. 

They refuse to refund the money they stole from my bank account. They NEVER contacted me about closing the case. And now they will not allow me to close my account altogether. 

I have attached all the documents you need ; the emails from Paypal and my bank, along with copies of bank and Paypal transactions. 

I am disgusted with Paypal. Their system is not secured at all. Their customer service is horrible. They STOLE my money out of my account and giving me the run around.

Company response to consumer: Closed with explanation