Consumer complaint received 2025-04-13 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:
Hello, My name is XXXX XXXX and I have had a PayPal account for over 14 years and in that time I have had my PayPal balance stolen twice. The first time someone attached their phone number, email and bank card to my account without me knowing and once I saw that my money was gone I immediately called and they instantly apologized and issued me an immediate refund. I was put at ease and felt that I was trusting the right people with money and my business. After that happened I immediately put my account in a very secure lock down. My password is 30 characters long basically and is generated by XXXX, I have 2-step factor authorization and even the XXXX authentication app. It takes me about 3 minutes to log in its so secure. But on XX/XX/year> at XXXX am I woke up to an email stating that my entire balance in my account ( {$1400.00} ) was gone and transferred to a bank account I never heard of and did not approve. I immediately went into panic mode and checked my account but my password was changed and I could not even get in right away. I did forgot password and was able to get in and once I did I immediately went straight to my settings and noticed that not only had my email been changed but my phone number and two bank accounts I have never heard of were added to my account and one of them is where these people sent all of my money to. 

They sent all of my balance without my knowledge or consent to a XXXXXXXX XXXX ending XXXX. Because it is not my bank or my account I am unable to get any information from the bank and you guys refused to stop that transfer from happening so I lost everything. I have now appealed this decision from your AI bots twice. I have provided screenshots, legal documents from government websites that I notified of my identity theft, police reports and still nothing is being done to help me and get me my money back. 

TRANSACTION ID : XXXX I was sent emails but not urgently because they made THEIR email the primary email on account and were getting them and approving all these things without my knowledge like the phone number and banks. XXXX bank does not even have an account under my name so how is it possible that you allowed a hacker to attach a bank account under a different persons name??? 


I just recently out of the blue lost one of my good friends of 20 years and have been grieving and not focused on my junk folder emails which is where all of these went that stated things like : " we see you changed your password, added 2 bank accounts and changed email and phone number. If this wasnt you let us know. Well I didnt see the email and you allowed it to happen without even texting my phone and making sure without a doubt that I wanted to make those significant changes.

In the 14 years of having this account I have added one phone number, one bank account, and two emails ( one as back up in case of the other being compromised ). In the responses from the automated system these claims go to, it is written by AI and makes NO SENSE. What happened to me was UNAUTHORIZED and not at all consistent with how I have managed my account all of these years. I have spent every single day since this happened fighting this and getting hard evidence yet they dont even read the documents I upload because if they did they would see that XXXX bank has even said my social security was stolen and that this person attempted to open a profile in XXXX under my name and email. I am just at a loss that you guys are denying me my money when I have been a faithful customer for so many years and had one other time this has happened to me in all of these years.

I am begging you to personally look at my case with a human perspective and see that this is clearly fraud and I was completely robbed. I can provide evidence of my location at this time ( which was not XXXX, Tennessee like this person ) I have never even been to Tennessee. I can prove that I am just a mom of 3 with a large online presence of over XXXX followers and I am who I say I am. My IP address may help to determine that it could not have been me. My phone records will show I have XXXX XXXX and not XXXX XXXX XXXX like this person. I can prove every single thing to prove I am innocent and clearly the victim of online theft. 


I refuse to take the auto denials when I have every single piece of evidence to prove that it is cyber crime. I would rather find someone to help me here than taking this to a lawyer. 


CASE ID : XXXX MY POLICE REPORT NUMBER : TS-XXXX FTC REPORT FILED ( XXXX ) IC3 REPORT FILED ( XXXX ) IDENTITY THEFT. GOV REPORT FILED ( XXXX ) ALL MAJOR CREDIT UNIONS ARE FROZEN I appreciate you taking the time to review my situation and help me recover my missing funds. 




XXXX XXXX

Company response to consumer: Closed with monetary relief