Consumer complaint received 2022-01-19
Company: Paypal Holdings, Inc
State: NJ
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/2021 I was trying to setup a personal PayPal account. I had members posed as the PayPal security team members who were helping me setup a new PayPal account on the personal side. They gained access to my XXXX XXXX  accounts and initiated three transactions but they said they were having problems authenticating my personal account. They tried to debit my account directly and I objected and denied those three transactions. Although, I questioned why I am not seeing the 3 transactions in my bank accounts as pending transactions, their explanation was thats how PayPal protects you. They spent a couple of hours trying to establish the PayPal account, but we had to stop that day. Next day when they called me to take care of the issue, I told them it would have to be on hold, due to a medical emergency ( my mother suffered a massive XXXX ). I had to travel out of state to MD. While at the hospital I realized there was a debit out of my account via XXXX in the amount o {$990.00} which was unauthorized. I called PayPal customer service and told them your agents initiated the transactions out of my account which is a theft out of my account. This is when the real PayPal agent told me they do not conduct business in such a fashion, and you need to call your financial institutions theft department. I hung up to call and XXXX helped to freeze all accounts. 
1st transaction was in the amount of {$210.00} 2nd transaction was for the same amount {$210.00} 3rd transaction was via XXXX in the amount of {$990.00}. 
When they debited {$430.00}, the first two transactions, they told me they will credit my account right now and you will see it in your account. Since, I didnt see that amount in my personal account, they said take a look at your business account, I saw the credit in my business account and I told them why they refunded my business account? 
Now, they said if this is a problem, we can correct that and retry to post the credit to the right account. I stopped and told them let it be and we shall establish the new personal PayPal account tomorrow. The next day, I had to leave to go visit my mother at the hospital in MD. The reason {$990.00} rung a bell, is because they had me initiate that amount the 3rd time to input some where in the interim and I objected why they were using such large amount for debits? They enabled the debit via XXXX. Prior to this incident, I have never used XXXX to transfer money. I even question who is XXXX XXXX and what is happening? Why are you making me input XXXX XXXX, a fictitious name? I later at the hospital discovered that XXXX debit out of my account. I did the police report giving the same testimony and to the bank as well as to PayPal. I have reopened my case with the bank, since their 1st investigation was completely unfair. I have asked for the forensic report of the 1st investigation for my records and to attach it with the police report as well. I am filing my grievance with you for inadequate help from my financial institution and possibly from PayPal as well. Also, my identity has been compromised at this point because of the PayPal posed thugs made me upload my DL on their site. Please help. Thanks

Company response to consumer: Closed with explanation