Consumer complaint received 2026-03-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: IL

Complaint narrative:
CFPB Complaint Company Name : PayPal Consumer Complaint Product : Money transfer, virtual currency Issue : Unexpected charge Complaint Description : I am filing this complaint due to a gross administrative error and a failure to investigate the correct transaction, resulting in a financial loss that occurred on XX/XX/year>. XXXX. Immediate Reporting & Misinformation : Within XXXX minutes of an accidental transaction ( Transaction ID : XXXX ), I contacted customer support. I was assured the transaction would be reversed. The representative provided me with a recipient email ( XXXX ) that was immediately flagged as " invalid '' by the mail server { XXXX }. When I called back to report this, I was again told the funds would be recovered and not to worry. XXXX. Investigative Negligence : Despite my providing the specific Transaction ID and the name of the unintended recipient ( XXXX XXXX XXXX, the company 's " investigation '' focused on a completely different, unrelated recipient. The actual culprit was never contacted or investigated. This clerical error by the investigators led to a judgment in favor of the wrong party. XXXX. Intentional Delay & Bank Deflection : I have been in continuous contact since XX/XX/year>. Each time, I was promised a resolution, effectively " stringing me along '' until the XXXX dispute window elapsed. My funding source, XXXX XXXX has stated they can not assist because they are relying on the ( incorrect ) investigative data provided by the payment platform. XXXX. Resolution Requested : I am requesting a " Manual Review '' of Transaction ID : XXXX. The company must acknowledge that they investigated the wrong transaction and rectify the financial loss caused by their representative 's documented misinformation and investigative errors. How to submit this : Go to : CFPB Complaint Draft Company Name : [ PayPal XXXX XXXX XXXX - File against both if possible ] Consumer Complaint Product : Money transfer, virtual currency, or money service Issue : Problem with a fraud or scam / Unexpected/unauthorized fee or charge Complaint Description : I am filing this complaint due to a gross administrative error and a failure to investigate the correct transaction, resulting in a financial loss that occurred on XX/XX/year>. XXXX. Immediate Reporting & Misinformation : Within XXXX minutes of an accidental transaction ( Transaction ID : XXXX ), I contacted customer support. I was assured the transaction would be reversed. The representative provided me with a recipient email ( XXXX ) that was immediately flagged as " invalid '' by the mail server. When I called back to report this, I was again told the funds would be recovered and not to worry. XXXX. Investigative Negligence : Despite my providing the specific Transaction ID and the name of the unintended recipient ( XXXX XXXX XXXX, the company 's " investigation '' focused on a completely different, unrelated recipient. The actual culprit was never contacted or investigated. This clerical error by the investigators led to a judgment in favor of the wrong party. XXXX. Intentional Delay & Bank Deflection : I have been in continuous contact since XX/XX/year>. Each time, I was promised a resolution, effectively " stringing me along '' until the XXXX dispute window elapsed. My funding source, XXXX XXXX, has stated they can not assist because they are relying on the ( incorrect ) investigative data provided by the payment platform. XXXX. Resolution Requested : I am requesting a " Manual Review '' of Transaction ID : XXXX. The company must acknowledge that they investigated the wrong transaction and rectify the financial loss caused by their representative 's documented misinformation and investigative errors.

Company response to consumer: Closed with explanation