Consumer complaint received 2026-03-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
# # XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( " XXXX '' XXXX XXXX PayPal XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX PM * * A fraudulent UberEats order of * * {$94.00} * * was charged to XXXX 's PayPal debit card ( ending XXXX XXXX without XXXX authorization. XXXX was located in XXXX XXXX, CA at the time. XXXX additional charge attempts followed in rapid succession ; all failed due to the account being drained. * * XX/XX/XXXX ( evening ) * * XXXX discovered the fraud upon checking his email, approximately XXXX hours after the incident, and initiated a fraud claim with PayPal. He also reported the card stolen. The debit card was subsequently cancelled. * * XX/XX/XXXX * * PayPal XXXX XXXX XXXX XXXX. * * XX/XX/XXXX, XXXX PM * * XXXX submitted a fraud report to XXXX XXXX, describing the card spoofing, the {$94.00} charge, the XXXX failed follow-on attempts, and requesting geolocation and IP data of the party who used the card. He provided card details : first XXXX digits XXXX, last XXXX XXXX, expiration XX/XX/XXXX. * * XX/XX/XXXX, XXXX AM * * XXXX provided card details to XXXX agent XXXX. He noted the inability to attach screenshots in the chat interface. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX requested a formal bank statement PDF. XXXX provided a XXXX XXXX link to his screenshot, noting the process was onerous. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX instructed XXXX to use the paperclip icon or reply via email to submit attachments. * * XX/XX/XXXX, XXXX AM * * XXXX submitted XXXX attachments via email reply to XXXX containing all available evidence. * * XX/XX/XXXX, XXXX AM * * XXXX agent XXXX responded that the charge could not be located in XXXX 's systems and suggested it XXXX have originated via a digital wallet, redirecting XXXX to his bank. * * XX/XX/XXXX, XXXX AM * * XXXX disputed XXXX 's digital wallet theory, asserting the card was never linked to his own XXXX account and therefore must have been linked to another user 's account. He cited transaction number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and autopay cancellation reference XXXX XXXX XXXX XXXX XXXX, and requested XXXX investigate and provide evidence for a police report. * * XX/XX/XXXX, XXXX AM * * XXXX agent XXXX again stated the charge could not be located and redirected XXXX to his bank. * * XX/XX/XXXX, XXXX AM * * XXXX submitted additional attachment evidence and formally requested a transcription of a prior phone call with an XXXX agent identified as " AJ, '' during which XXXX allegedly confirmed the fraudulent user 's first name was * * '' XXXX '' * * a person unknown to XXXX. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX requested a photo of the charge from a printed monthly bank statement rather than an online banking screenshot. * * XX/XX/XXXX, XXXX PM * * XXXX submitted the XXXX custom statement, noting the official monthly statement would not be available until after XX/XX/XXXX. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX again stated the transaction could not be located and suggested a digital wallet origin. * * XX/XX/XXXX, XXXX PM * * XXXX rebutted, citing the undocumented phone call with " AJ '' as verbal confirmation of fraud, and demanded a written fraud determination from XXXX to support his PayPal claim. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX again stated the charge could not be located and redirected XXXX to his bank. * * XX/XX/XXXX, XXXX PM * * XXXX agent XXXX confirmed that neither the {$94.00} order nor the failed attempts appeared in XXXX 's systems, declined to issue reimbursement or provide geolocation/IP data, and again directed XXXX to XXXX bank. * * XX/XX/XXXX, XXXX AM * * XXXX submitted a formal appeal to PayPal, attaching XXXX support correspondence as evidence, invoking * * Regulation XXXX * *, and demanding a provisional re-credit pending investigation. * * XX/XX/XXXX, XXXX PM * * PayPal XXXX XXXX denied the claim, citing consistent IP address and device ID with the account and successful completion of authentication steps. PayPal provided instructions for submitting further documentation via the XXXX XXXX. The claim was formally closed on this date before resolution. * * XX/XX/XXXX, XXXX AM * * XXXX followed the instructions, which were inaccurate, and discovered the claim had been formally closed even though the dispute was ongoing. XXXX sent a final demand to both PayPal and XXXX, asserting the claim was closed prematurely, that PayPal was in violation of Regulation XXXX, and demanding disclosure of the XXXX address and device ID cited in PayPal 's investigation and that the case be reopened.

Company response to consumer: Closed with monetary relief