Consumer complaint received 2020-04-05
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
A charge was made on my PayPal account on XX/XX/XXXX with money sent to an unknown international recipient through " friends & family '' method. I wasn't notified of any fraud until my bank ( XXXX  ) notified me that my account has been  overdrawn on XX/XX/XXXX and a large sum of money has been taken. In total, {$1000.00} was taken from my bank account, and {$1000.00} was taken from my PayPal balance, totaling {$2000.00} in money stolen. 
Checking the unauthorized transaction, the unknown recipient is seemingly based in XXXX with an email that is generic with a link to an XXXX XXXX account that doesn't exist. 
I filed an unauthorized claim immediately after finding out the issue and was denied after exactly 4 hours, without a proper explanation. I tried calling customer support during business hours on the same day with no response and resorted to commenting on PayPals brand page on XXXX in order to get a response from a representative. Upon receiving help from a representative " XXXX, '' I was immediately told that nothing can be done without an explanation. In fact, he used emojis with his replies as if a customer losing more than {$2000.00} was not a serious matter. He suggested I contacted my bank, but my bank suggested I contact PayPal regarding the issue. Half of the money was taken from my PayPal balance, in which can only be reimbursed though PayPal. 
I have followed all terms and conditions with PayPal since XXXX and this is the first time, I've ever had an issue with the company, to which they ignore all of my signs for help. 
I reached out again on XX/XX/XXXX calling customer support early in the morning to which a representative responded suggesting that the transaction was done through XXXX  - I asked if I could provide any documents to help out the case but the representative denied my plea for help and stated that the dispute would be resolved shorty. The representative opened another case which was shortly denied after about 15 hours with no real explanation. 
On XX/XX/XXXX I called customer again about the situation to which a representative stated that a credit card was added at the time of the money transfer and no further actions could be done. The representative said that they would send me a request to a supervisor who will further analyze the dispute, and it should take 24-48 to hear a response from them. 
It has been more than 48 hours and I haven't heard anything back. Since then, I have listened to the last representative 's advice and closed the credit card account that was added to the PayPal account, changed all of my account passwords regarding my financials, and turned on 2-factor authorization with PayPal. 
I have also contacted my bank about the issue, and they have since started an investigation and reimbursed the amount ( {$1000.00} ) that was taken by PayPal from me. 
PayPal has taken {$1000.00} of my money and show no signs of help and have not started any investigation on the recipient to which my money was stolen to.

Company response to consumer: Closed with monetary relief