Consumer complaint received 2020-08-01
Company: Paypal Holdings, Inc
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
My PayPal was used to make unauthorized purchases of {$100.00} twice on XX/XX/XXXX. This was solved and I was refunded the money. I changed my PayPal email and password, ordered a new debit card through my bank and, and setup 2FA on my PayPal account. Then on XX/XX/XXXX, a money transfer of {$1200.00} was sent using my PayPal account, and a {$300.00} gift card was purchased using my debit card through PayPal. The {$300.00} charge was unable to be dealt with on PayPals end because it didn't show up in my account. However, I opened a dispute for the other transaction, only to have it be closed within a minute or two. At this point I called my bank ( XXXX XXXXXXXX XXXX XXXX ) and canceled my card, created a new email account and changed my Paypal password and email. The new email was used for the email setup part. 

When I attempted to contact PayPal via phone, I was told that they are not accepting phonecalls. I attempted to contact them through their message service on their site twice but was never transferred as promised by the service agents I spoke with. Before being " transferred '', both told me they would not give me a refund because the dispute was closed and had been labeled as " not unauthorized '', and it was impossible to open another dispute. 

When i checked my Paypal messages the next day, I noticed a reply from " me '' that was not made by me. This stated " no problem here, thanks '' or something to this effect. This message was sent at XXXX EST, a time that I was asleep and all my devices possibly able to access PayPal were off. From this I realized that my account had been completely compromised. This was the reason why my dispute with Paypal was closed so quickly. This is after changing every account setting and using every possible security measure. 

I also used virus and malware scanners on every single computer ( 1 XXXX and 1 PC ) I had ever accessed this account on. I also checked my phone for the same ( Android ). No issues were found. I am highly suspicious that this access is being made by an employee at PayPal, and my inability to contact them and have them investigate this has been extremely infuriating and has dealt me a great deal of anxiety wondering how much more my finances will be damaged. I had no other choice but to file chargeback disputes with my bank, and to close my PayPal account. 

As a final note, I recall the Paypal rep I spoke with after the XX/XX/XXXX incident telling me that the charges were made from the " same IP Address I used to sign in normally with ''. This is even more suspicious now after doing extensive virus scanning and my devices not even being powered on during the illicit message that was sent using my account. 

I am fed up with PayPal and their complete neglect of security and basic customer service. I will do everything in my power to warn others of this experience and hopefully prevent others from suffering from the same. Thanks.

Company response to consumer: Closed with monetary relief