Consumer complaint received 2022-02-11
Company: Paypal Holdings, Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, at approximately XXXX. EST, I received several alerts from XXXX ( a company of PayPal ) suggesting that I had submitted a money transfer. Since I have never used XXXX nor ever submitted any money transfer I immediately reported to XXXX via XXXX that the following transactions were fraudulent and not authorized by me. 

Those transactions were as follows : 1. Transaction ID : XXXX, Amount : {$130.00} 2. Transaction ID : XXXX ; Amount {$130.00} 3. Transaction ID : XXXX ; Amount {$170.00} Since I reported this as fraudulent at XXXX XXXX XXXX immediately I did not believe that any money would be withdrawn from my account. By XXXXXXXX XXXX I discovered that those charges were withdrawn from my bank account. I immediately notified my bank of the fraudulent activity and they processed a stop payment. Thereafter, I received several emails from XXXX reflecting that I " owed '' a debt. I notified them on XX/XX/XXXX, that those transactions were fraudulent, but continued to received payment requests between XX/XX/XXXX through XX/XX/XXXX. I received notice on XX/XX/XXXX or XXXX that they denied my claim based upon " account history '' however, I requested evidence of this account history ( since I never opened a XXXX account ) and XXXX responded on XX/XX/XXXX, that XXXX could not provide details of the fraudulent transactions without a law enforcement agency. Please note, the original denial by XXXX occurred without anyone ever responding via email or phone call to discuss the facts. 

Approximately two weeks later, it was discovered that our home computer system had been hacked since the same hacker used my credit card to make payments on some account. It should be noted that because these transactions were from PayPal, they ultimately resolved these fraudulent claims in my favor because they recognized that the reason that the " history '' appeared to be legitimate was because the hacker broke into my computer system and it appeared as if the individual were in my home THEY WERE NOT. Therefore, I filed an identify theft report on XX/XX/XXXX, with the government and I also filed a complaint with the Better Business Bureau. 

Once I filed my complaint with the XXXX, the company sent responses wherein they continued to deny that the transactions were authorized and notified me that I could contact their executive offices. I did that on XX/XX/XXXX, to an individual named XXXX, wherein I provided a detailed response and evidence showing that my account had been hacked, but received no response from this. On XX/XX/XXXX, I received a response from XXXX through XXXX  yet again was denying my claim since they believed it to be accurate. On XX/XX/XXXX, I provided a response via XXXX  to XXXX and directly to the executives offices to an individual named XXXX yet again explaining that the authorized transactions appeared legitimate due to a hack and not because I authorized same. I also provided evidence regarding same. On XX/XX/XXXX, I also sent a follow-up identity theft report to the XXXX offices and still received no reply. 

On XX/XX/XXXX, I received yet another response from XXXX via XXXX  saying they denied my claim after doing extensive research, but yet again they have never once either emailed or called me to discuss this matter, or explained how the evidence I provided does not support that the transactions were authorized by me. I also responded via XXXX  expressing my dissatisfaction with the response. 

I did not authorize these transactions since the evidence I've provided proves that a hacker gained access to my computer/home network and used the IP address that XXXX claims is " proof '' that I authorized these transactions, when in fact that is not true. 

I am filing this claim since the identity theft website indicated that this was an appropriate next step and since this company is contending that this debt is valid and that they will notify collections since they believe same to be a valid debt. This is NOT a valid debt. If you research this company you will see that these type of fraudulent transactions happen frequently and they quickly " deny '' the claims leaving the consumer responsible for their inept actions. Had XXXX simply not allowed the transactions not to go through when I originally notified them of this fraud, no money would have exchanged hands and this would not be a problem. However, they failed to do so. I will fight these charges through every legal means possible since I will not be held responsible for something I did not do primarily because if I do not then the individual that hacked my computer and then ultimately my PayPal account ( since I never had XXXX ) would be able to get away with this dangerous behavior. XXXX denying my claims is resulting in the perpetuation of fraud and they too must be stopped. 

I am attaching several documents which have been provided to XXXX via XXXX  and directly to their executive offices for consideration.

Company response to consumer: Closed with explanation