Consumer complaint received 2016-04-11
Company: Paypal Holdings, Inc
State: SC
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
I had a PayPal credit line through XXXX XXXX Bank. I opened the account several years ago when I was offered a " special discount '' for making a purchase. I used it possibly XXXX3 times and always paid the credit line off quickly. Beginning last XXXX XXXX, XXXX through XXXX XXXX, XXXX approximately 45 transactions were made using my line of PayPal credit : none were done by me. I contacted PayPal in early XXXX after pulling up my account statement, and asked about the transactions. First I wanted to know why I was never contacted about these? In the past when using my regular PayPal account, I always received an email stating the company I was purchasing from and the amount I was spending. Not once had I received any email regarding the many transactions ( " money sent '' ) nearly daily for over an entire month. PayPal said that I could report these transactions and that they would send me an email and the appropriate paperwork to file the fraud claims. They also suggested I change my password, which I did. I never received an email. So I called again to check on the status. It took a number of weeks before I received a form letter dated XXXX/XXXX/XXXX which stated there was " no suspicious activity detected on my account and the information on the account verified me. '' I was given the right to complete an enclosed affidavit and the opportunity to file a police report regarding the fraud claim. I did both and mailed the completed packet on XXXX XXXX, XXXX. The XXXX, XXXX XXXX, of the XXXX XXXX XXXX XXXX Department ( XXXX, SC ) was very helpful. He called less than a week later and stated, " According to his investigation none of the transactions were done by me, anyone in my house, anyone in the state, and appear to have been done outside the XXXX '' Twice last week, I received collection calls from PayPal Credit stating I must make a payment on my past due account. Once last week, I was transferred to PayPal Customer Security Operations to speak with a representative. The first time I talked with them, they had no case number or information on file from the fraud report I had filed. After I gave XXXX the case number, officer 's name, and phone numbers where he could be reached, she said they would look into the claims and that it would take a while for the information to go through the process. Then in my conversation on XXXX XXXX with XXXX from PayPal collections, she heard my statement that this account is under fraud investigation. After putting me on hold, so that she could talk to her supervisor, she came back and said there is a note on my account that gives the police report and verifies the investigation of the fraud claim. I asked her to be sure my account was still closed so that no more fraudulent activity could occur. She said that the account was currently open, but that she would be sure it is closed. I explained that each time I have spoken to PayPal, I have requested it be permanently closed, but whenever they refuse to accept the transactions as being fraudulent, they reopen the account. She assured me it would be closed. I checked today to see if it is closed and if PayPal is truly investigating my fraud claims. XXXX at PayPal Customer Security Operations stated that my account is closed and is under investigation.

Company response to consumer: Closed with non-monetary relief