Consumer complaint received 2021-10-01
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I was in XXXX when the first transaction went through as a " Bill Pay '' to " Paypal '' on XX/XX/XXXX for {$3900.00}, then another one went through for {$6800.00} on XXXX. I was not alerted at all about any of the transactions and just happened to be checking my account since I was traveling... So I called them using wifi calling and told them these transactions were clearly fraudulent and the representative assured me she should have this taken care of and not to worry. On XX/XX/XXXX, another one went through for {$9900.00}. I called them freaking out and they kept telling me to call Paypal. I have called Paypal over 25 times at this point, starting from when I first discovered the transactions on XX/XX/XXXX and they can not find any information about the transactions using my bank account and routing number. 

XXXX has denied my appeals saying that I authorized these transactions to Paypal.I have gone into multiple branches, which has proven useless, as the representatives call the same fraud number and they also get the runaround. Since there is no direct number, I have spent hours on the phone with XXXX and Paypal, repeating my story each time to every representative I talk to, then I get transferred to the dispute department, then the dispute department tells me to file another appeal and then my heart sinks again with anxiety each time I get another denial, saying " an established device was used '' and " activity is not consistent with fraud '' when I clearly said this was fraudulent before the last transaction cleared. I am not understanding how every time I call Paypal they can not find any transaction linked to my XXXX accounts, along with the " Paypal account '' listed in the XXXX document ( per XXXX this Paypal account used to " add funds '' was established in XXXX ), yet this is inconsistent with fraud per XXXX. On XX/XX/XXXX, XXXX responded, " Our records indicate that the {$9900.00} payment was entered on your mobile app using a XXXX  on XXXX XXXX. Considering that you contacted us the day before, there was no payment on file to stop. '' That is incorrect, because I told them that if it was necessary, I would gladly freeze my account, but the representative assured me otherwise. 

I have kept the minimum balance in my XXXX account so that they can be open for investigation, along with leaving the " paypal payee '' account info in my file for investigational purposes. I have also requested more information about the specific device that was used to " authorize '' these transactions and when/if these notifications went out ( I received no alerts whatsoever and have also asked when the contact information on my account was changed ), however XXXX continues to provide the most vague information. I also asked for IMEI, IP address, or exactly how/when these transactions were " authorized. '' They provided me with an IP address located in XXXX but I believe the first transaction may have cleared before I was in XXXX, but since they didn't give an IP for each transaction, I can't prove that for sure. 

I have filed complaints to CFPB ( with XXXX ), IC3, my local police, OCC, FDIC, FTC, yet XXXX assumes no responsibility. XXXX has taken 15 agonizing business days to get back to me via snail mail ( nope, no email or phone call in XXXX ). I have received ONE phone call from a XXXX representative to investigate my case after several appeals, countless calls and emails. It is outrageous that XXXX is disgustingly apathetic when one of their customers lost {$20000.00} under their care. On XXXX, they stated " with this final letter, we consider the issue resolved. We will no longer respond to inquiries regarding this matter. '' I sent a follow up email on XXXX requesting a three-way conversation with me, Paypal, and XXXX, but got no response. On XX/XX/XXXX, a representative from the office of the President 's Executive Branch said they will no longer respond to my inquiries and they could not conduct a three-way call. 

After exhausting all resources with XXXX, Paypal must have more information about these claims or at least communicate with XXXX that these claims are clearly fraud. I was told that there might be a third party involved in ACH transfers, if so, I need more information about all of these transactions. I am really not understanding how Paypal can not find any information about these transactions with the documents provided from XXXX. It is really insane both parties have no idea where my money went and refuse to give me any further information. As a consumer, this experience has been an utter nightmare, I have lost so much sleep and this has resulted in so many health problems from all of the emotional stress involved. Please, please, provide me more information, I really don't know how I can even prevent this from happening again and this has caused a state of constant anxiety. Thank you.

Company response to consumer: Closed with explanation