Consumer complaint received 2022-09-20
Company: Paypal Holdings, Inc
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I am filing a complaint against PayPal and XXXX as there was some fraudulent activity on my account. I have provided adequate information and many hours trying to explain the issue and sent them proof. They do not want to leave me acknowledge the fraud and cancel the debt as several other agencies have done. My wallet and phone were stolen on Friday, XX/XX/XXXX in XXXX, TN. There were fraudulent charges on my credit card and money transfers through Venmo, PayPal and XXXX which were connected to my XXXX  XXXX XXXX checking account. All of the companies and agencies have acknowledged the fraud except PayPal, so they keep harassing saying that I have a negative {$1200.00} balance. After many hours and submitting multiple documents, I have realized that I need to file a complaint as they will not leave me alone. So here are all the charges and how it got resolved with other companies. The {$200.00} charged to my credit card was cancelled once I made them aware of the fraud. Since I did not have insurance on my XXXX which was less than 1 year old, I had to buy a new {$900.00} phone. All of the money stolen from my XXXX  XXXX XXXX was put back into my account, but it just took a while. I will break down charges and how it was resolved. There was a {$700.00} charge to my Venmo account but since that was done by adding my stolen bank card, it was easy to see the fraud, so my bank put back the next day. The XXXX charges of {$2200.00} in two transactions of {$1000.00}, and {$1200.00} took a while but finally at the end of XXXX the bank approved the fraud claim and put the money into my new bank account. It took around 20 hours with multiple calls, providing the fraud department with all information compiled info, and an appeal where I submitted the police report that I filed and a receipt from my cell phone carrier ( XXXX ) that I had to buy a phone out of my own pocket. Finally, there is {$1200.00} in PayPal charges in three amounts of {$700.00}, {$300.00}, and {$200.00} also on the same night that the other fraud occurred. Since I notified my bank the same day of the fraud, they were able to see the fraud and put the PayPal money back into my account. We also transferred all the remaining money into a new account. I also informed PayPal that the charges were fraud but they on three different times in XXXX tried to get that money. It shows three attempted PayPal charges one day and then it gets reversed by the bank within a day or two. On XX/XX/XXXX, PayPal even sent me an email recognizing that there was suspicious activity on my account but that did not stop them from trying to get the money from my bank account. I made another call to PayPal in XXXX reminding them that the transactions were fraud, but they said it is like my normal activity and just insufficient funds. I told them the bank has a case and I have a filed police report about the theft and fraud charges, but PayPal did not care. At the end of XXXX after XXXX  XXXX XXXX put the stolen XXXX money back into my account, I called PayPal again to try to resolve these fraudulent charges so I could feel like everything is wrapped up. After over 3 hours on the phone and being transferred to 4 different representatives that they did not want to resolve anything but just wasting my time. They said I made the charges as it was authorized by my fingerprint for transaction which I do not even have that as an option on my PayPal account, another rep told me it was done in XXXX and I reminded him that I live in XXXX, and the last rep told to contact the criminals that stole that money and ask them to put it back. How absurd that he proposed that I reach out to the deviant that did fraudulent on my account and put the money back. I realized that this was useless. Also, PayPal said they are sending my email to XXXX to collect the money. I have been made whole by XXXX  XXXX XXXX, but I do not want PayPal, XXXX to contact me about owing them a fraudulent debt and it somehow show up on my credit report. 
If you need more info or clarification, please contact me. Also, I have provided some documents that I have received showing how the fraud claims have reached a fair resolution by other companies. I think between the bank, phone calls, and online changing all my logins and passwords that I have probably spent over 50 hours over the last 3 months trying to resolve this and make everything related to me safe and secure. It just seems crazy that the XXXX Police Dept, XXXX, XXXX  XXXX XXXX, XXXX XXXX, XXXX, Venmo have all acknowledged the theft and fraud but PayPal no matter what information or amount of time that I have given them will ever recognize the truth. This is obviously a corrupt business practice which is why I am filing this complaint.

Company response to consumer: Closed with monetary relief