Consumer complaint received 2024-03-22 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
On XX/XX/XXXX, I deposited crypto into PayPal since I hardly use PayPal and thought it would be a good idea to store it there. My crypto was sold and transferred out almost immediately. They informed me on XX/XX/XXXX to file with my debit card company, however the funds cant deposit back to a card that is no longer active. XX/XX/XXXX the dispute was ruled against me since they claimed that no other logins were made on PayPal ( I found this to be a lie after I had to secure all my accounts due to my XXXX ID being compromised ) when I found out my XXXX ID was compromised, I informed PayPal and thats when they informed me of my dispute being ruled against me, they claimed they sent an email and it had gone to my spam. I requested all documentation regarding my dispute and nothing was provided to me besides XXXX XXXX from a staff member after I called them to appeal my denied dispute. That same day XX/XX/XXXX, my case was closed within 1 hour of the appeal being opened and I hadnt been given the opportunity to prove up to them the multiple logins on my account and how my facial recognition literally turns on my camera whenever. I wasnt even contacted to investigate anything. You can only file XXXX disputes and they did this dispute appeal incident twice, therefore making my ineligible for more investigation requests even after I demanded to speak to someone in that department. XXXX literally confirmed the compromisation of my XXXX ID containing all my information on XX/XX/year> around XXXX XXXX cst. I called my main banks and most used banks because those took priority. PayPal not only was in communication with the hacker company that kept doing fraudulent transactions on my bank accounts, but they sided with the hacker and argued that I had a contract with the hacker which I never did. PayPal not only kept calling me a liar and said my people ( XXXX XXXX ) are known to do this. I took full offense to that because I never expected to be discriminated by a company that claimed they had 0 % client liability for fraudulent transactions. Clearly, Ive had liability according to them because I got hacked. I called PayPal XX/XX/XXXX because two weeks ago, I spoke to a supervisor who said she would do a special request for me and contact me directly 24 hours to give me an update and that the investigations team would also be contacting me. Well no one contacted me, I called again two weeks later and was informed around XXXX XXXX that my dispute was actually ruled in my favor, the crypto couldnt be returned to my account but the monetary amount of {$590.00} shouldve been put into my account, I informed that I never received anything and once she got back on the phone with me, the call randomly went silent and dropped while she was mid sentence. I called back and the agent I spoke to was deflecting my issues, constantly interrupting me as I was trying to answer her questions and she kept saying to dispute with the card, I then requested to speak to a supervisor due to her tone towards me and the supervisor told me theres nothing they could do because the appeal limit amount had been met and that the previous agent who told me that the dispute was ruled in my favor needed more training because I was misinformed, I informed her of all the discrepancies Ive been told by PayPal such as my device being the only one whos logged into my account when I have a plethora of screenshots from the lists of all the devices that have logged into my PayPal proving the compromisation of my account. She proceeded to say thats another department but she agreed that the way Ive been treated is not fair and shouldnt be occurring, however theres nothing she can do.

Company response to consumer: Closed with explanation