Consumer complaint received 2024-04-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Paypal Holdings, Inc
State: NC

Complaint narrative:
On XX/XX/XXXX, I purchased an item on XXXX. I used PayPal at checkout. Once I received an email confirmation, I realized that the incorrect card was used on PayPal and I tried to cancel the order. XXXX refused to cancel the order ( although, I called XXXX minutes after purchase ). Once I received the order, I shipped it back for a refund. I took my XXXX XXXX card off PayPal to prevent this from happening again. On XX/XX/XXXX, XXXX sent the refund to PayPal who sent the {$160.00} to XXXX XXXX. I thought it was over. Then in XXXX, my PayPal account was in the negative - {$160.00}. I disputed the charge because I did not recognize it. The only money I kept on PayPal were the reward dollars from the PayPal XXXX I had. When I called PayPal, I was told on at least XXXX calls that the reason my account was in the negative was because XXXX XXXX filed a chargeback and PayPal sent the money to XXXX XXXX twice. I called XXXX XXXX everytime I called PayPal and both pointed to the other. PayPal could never explain why my account was in the negative but place the amount with XXXX XXXX XXXX collection agency. 
On XX/XX/XXXX, I received a notification that my XXXX checking account had been overdrawn. I called PayPal and my call was automatically routed to a collection agency- XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  who advised that there was a different email address and mailing address listed on my account. She stated that she was returning the account because of the inaccurate information. 
Upon checking the PayPal account, I found that the primary email address on my account was not mine and also a XXXX bank account had been added and Confirmed. The email address was listed as primary : XXXX. I have no idea who this is. The back account is XXXX, Division of XXXX XXXX  account ending in XXXX. I called XXXX and could not get any information because I didn't have the full card/account number. The rep suggested that I file a identity theft claim. 
I called PayPal back ( had to act like a new customer in order to not get transferred back to the collection agency ). XXXX XXXX XXXX who XXXX the fake email. I was then transferred to XXXX who removed the fake bank account. I was then transferred to XXXX in Chargebacks and she removed my XXXX XXXX and advised that since I didnt authorize them to take the money out of my XXXX XXXX I would have to file a dispute with my bank. XXXX sent me an email with a link to upload proof that XXXX XXXX closed the dispute and the account statement showing that the provisional credit was given and then placed back on the account after XXXX sent the refund. 
I filed a dispute with XXXX XXXX on XX/XX/XXXX. I also paid {$30.00} for a stop payment to prevent PayPal from attempting to take the money again. 
I think that someone within PayPal did this, because I could not change/edit the email address or the bank accounts, but whoever XXXX is, they were able to add their own email as primary and authorize the payment to come from XXXX XXXX before making their XXXX XXXX XXXX primary. I didn't plan on paying it because I don't owe this money and plus I didn't have the money to cover that amount. I am attaching documentation. Please note the email address that the PayPal statements were going to. I never downloaded them, because I didn't receive the email notice. I have screenshots of the account before PayPal removed the fraudulent email and bank account.

Company response to consumer: Closed with explanation