Consumer complaint received 2026-05-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: MD

Complaint narrative:
On XX/XX/year>, a transaction for {$2900.00} was processed through PayPal * XXXX using my XXXX XXXX account. I did not authorize this transaction, did not knowingly approve payment to this merchant, and did not receive any goods or services associated with this charge. I immediately reported the transaction to XXXX XXXX and a provisional credit was issued on XX/XX/year>. However, XXXX XXXX later denied my fraud claim and reversed the provisional credit on XX/XX/year>, causing significant financial hardship. XXXX XXXX stated that the transaction was considered authorized because the email address provided to the merchant matched my email address on file. I dispute this conclusion. A matching email address alone does not prove that I personally authorized the transaction, received merchandise, or benefited from the purchase. I requested supporting documentation, including authentication records, IP logs, device information, invoices, receipts, tracking numbers, proof of delivery, and complete merchant records showing what items or services were allegedly purchased and received. To date, this information has not been provided. I am requesting that XXXX XXXX and PayPal reopen and fully reinvestigate this matter, provide all documentation relied upon in denying my claim, and reimburse the full amount of {$2900.00} unless they can provide verifiable evidence that I personally authorized and benefited from this transaction. XXXX this day, PayPal or XXXX XXXX has not provided any evidence of purchase or when the items were so called received. I respectfully dispute PayPal 's and XXXX XXXX responses and request that this matter remain open for further review. XXXX XXXX has denied my fraud claim based largely on the fact that the email address provided to the merchant matched my email address on file. That alone does not prove that I authorized this transaction, received goods or services, or knowingly approved a {$2900.00} charge to PayPal * XXXX. I continue to state that I did not authorize this transaction, did not receive any goods or services, and did not knowingly approve payment to this merchant. XXXX XXXX has not provided sufficient evidence showing that I personally initiated or approved the transaction. A matching email address is not adequate proof of authorization, especially when PayPal accounts and merchant transactions can involve compromised login credentials, stored payment methods, or unauthorized third-party access. I am requesting that XXXX XXXX provide all documentation relied upon in denying my claim, including but not limited to authentication records, IP address information, device identification, merchant documentation, proof of goods or services provided, delivery or fulfillment records, and PayPal XXXX records, and any evidence showing that I personally authorized this transaction. I also dispute the reversal of the {$2900.00} provisional credit on XX/XX/year>, as this has caused significant financial hardship. Paypal and XXXX XXXX state that certain internal investigative details can not be disclosed, but I am entitled to a meaningful explanation and supporting documentation for the denial of my fraud claim. I request that PayPal and XXXX XXXX reopen and escalate this claim, provide the documentation requested, and issue a full reimbursement of {$2900.00} unless they can provide clear, verifiable evidence proving that I authorized this transaction and received the goods or services associated with it. Additionally, I request that XXXX XXXX and/or PayPal provide the complete details of any items, services, or products allegedly received from this merchant, including tracking numbers, shipping XXXX information, delivery confirmation, proof of delivery, recipient name, delivery address, timestamps, IP logs, device information, invoices, receipts, order details, and any communications associated with this transaction. If physical goods were delivered, I request documentation showing exactly what was shipped, where it was delivered, and who accepted the delivery. To date, no such evidence has been provided to substantiate that I authorized or benefited from this transaction.

Company response to consumer: Closed with explanation