Consumer complaint received 2025-11-23 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: FL

Complaint narrative:
On XX/XX/year>, XXXX XXXX ( yearly ) processed an unauthorized yearly subscription in the amount of {$39.00} through my XXXXXXXX XXXX  account, which was linked to my PayPal account. 

On XX/XX/year>, I attempted to place a grocery delivery order using my PayPal account, which is linked to a savings account, but the transaction was declined. Since I had just gotten paid, the transaction being declined was confusing and unexpected. 

I searched the PayPal app, the notifications, my email, and my savings account app for any information on why the transaction was declined, without success. When logging into my bank app, I was able to determine that several PayPal transactions had not been processed due to insufficient funds. The savings account is only used for specific, autopay transactions, and for groceries, and the balance has been meticulously calculated, so the account should never have insufficient funds. This was when I discovered the unauthorized and fraudulent yearly subscription charge, which I immediately disputed with XXXX. As a result, I received a credit on Thursday, XX/XX/year>. I also contacted my bank with the savings account and explained the situation, and they credited the insufficient funds fees, which were also posted on Thursday, XX/XX/year>. 

Since I was still unable to determine what was specifically going on with the PayPal account, I logged on to the PayPal website on my computer in hopes of finding additional information. I was able to determine that there was " a balance owed '' for the declined transactions, which immediately processed a " deposit '' for. This deposit was credited to my savings account on the same day, Thursday, XX/XX/year>. 

On Friday, XX/XX/year>, my account still was not functioning properly, and I contacted PayPal Chat and via phone call. The chat was unable to assist me, so I then contacted them by phone. I advised of the initial unauthorized and fraudulent transaction that caused the domino effect. I advised of the cleared balance owed transfer Transaction ID XXXX that cleared on Thursday, XX/XX/year>. I received conflicting information that they were still waiting for the funds to be received and that they also had the tracking information, which showed the funds had been received, but they refused to transfer it to my account and the balance owed. I was " transferred '' to a different department, where, instead of an actual transfer, the employee terminated the phone call. I was still active in the chat, where I requested that the situation be escalated to a manager and requested a callback, which has not happened as of the date and time of writing this. 

On Sunday, XX/XX/year>, prior to filing this complaint, I again called PayPal in an attempt to receive resolution, speaking to " XXXX ID # XXXX '', I again continued to receive conflicting information, that they were still waiting for the funds to be received and that they also had the tracking information, which showed the funds had been received, but had not been transferred to my acount to resolve the " amount owed '', they refused to transfer me to a department that could resolve the issue, the funds have not been credited to my account and the balance owed.

Company response to consumer: Closed with monetary relief