Consumer complaint received 2020-01-21
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc ()

Dear sirs, During the night of XXXX to XX/XX/2020, six improper payments were made to five different sellers, from my Pay Pal account, associated with my personal email ( XXXX ) and a Visa credit card, contracted through XXXX in XXXX. 
This payments were made to sellers I don't recognize and have never had any contact with before. The only information I have about them is the email address associated with their Pay Pal accounts ( two transactions for XXXX and one for each of the following : XXXX, XXXX, XXXX XXXX XXXX XXXX,  XXXX ). These movements were made in different currencies ( euro, dollar, Hungarian forint ), totaling XXXX euros. 
Having noticed the movements, on the morning of XX/XX/2020, I opened a dispute on the Pay Pal online platform [ attachment 1 ]. The complaint was rejected by the company in the early afternoon of the same day. The company 's decision was made within about four ( 4 ) hours. [ annex 2 ]. 
In view of this response, Pay Pal was contacted by telephone, but the customer service line was already closed at the time of contact. Telephone contact was only possible through the customer support number for XXXX ( XXXX XXXX XXXX ) on the following day, XXXX XX/XX/2020. 
In view of this hiatus - and having doubted the confidence in Pay Pal 's security system - I canceled my Pay Pal account on the night of XX/XX/2020. My bank was also ordered to cancel the credit card associated with this account. 
Once Pay Pal was contacted on XXXX XX/XX/2020, an appeal was made against the decision taken the previous day. The information from the operator of the customer support center, named XXXX, was that it would take about 10 days to investigate the situation, after which they would be contacted for a response. 
In the meantime, on XX/XX/2020, all the sellers to whom the payments were made were contacted by email. Only one ( XXXX ) of these responded, acknowledging that this was an undue payment and offering to return the money [ Annex 3 ]. Pay Pal was noted for this. 
On XX/XX/2020, after the 10 days of waiting, Pay Pal was contacted again through its customer support number. They informed me by telephone that my complaint had not been given a reason. The operator with whom this conversation was held, named XXXX, showed himself strange with the reaction and claimed to have seen signs himself, through the IP 's where access to my account was made, that there was a non-conformity, having been helpful in the investigation of a hierarchical appeal of that decision. 
I received a message from Pay Pal, through my account, the next day, again stating that they did not recognize the reason for my complaint [ Appendix 4 ]. As I have stated in writing, in response to that message, to the company, it is not acceptable that after a complaint has been filed for misuse of my account and, having allegedly been investigated by the company for movements made in my account, they do not have a complaint. complete answer to give me questions like these : Who are the salespeople for whom the moves were made? Have they been contacted by Pay Pal during this process? 
Why was the response to the seller XXXX not considered, and which acknowledges me right? 
From which countries were my account accessed at dawn from  XXXX to XXXX XX/XX/2020? 
What IPs were used to access my account at dawn from XXXX to XXXX XXXX? 
On XX/XX/XXXX, the movements in question were charged to my credit card. That said, I instructed my bank, XXXX, a complaint with the Visa network, so that payments are canceled. 
On XX/XX/XXXX, I again contacted Pay Pal customer support by phone. For 25 minutes, the operator I spoke to, just answered that he had no more information to give me. He also refused to transfer the call to a superior. I demanded to be contacted by a superior to ask these questions, which has not yet happened. 
That said, and after the complaint with the Visa network, this complaint will be sent to the XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the Consumer Financial Protection Bureau of the US Government.