Consumer complaint received 2025-09-14 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: CT

Complaint narrative:
There were unauthorized charges made on my XXXX  account, and XXXX  has not assisted in investigating these so that I can file a police report, and they will not return my funds. Customer service suggested I use XXXX  XXXX address to write a letter to attempt my own investigation. I have contacted XXXX customer service 3 times, and all they have done is to suspend the account, and cancel the XXXX  debit card, which the fraud perpetrator took out. I would thank this Bureau very greatly for any assistance you are able to provide. 

On XX/XX/year>, I woke up to a series of emails from XXXX  that XXXX ) the phone number on my account was changed XXXX ) a debit card was ordered and XXXX ) XXXX XXXX was connected to my XXXX  account. I immediately logged into XXXX, and I saw XXXX unauthorized transactions totaling {$510.00} which brought my existing account balance to XXXX. The phone number on my account had been changed to XXXX, which is a number that does not belong to me and I don't recognize. I changed the phone number back to my own, and I reported the unauthorized charges to XXXX. I have never heard of the merchant, XXXX XXXX XXXXXXXX, and the transaction details showed the charges were made in XXXX, XXXX. I've never been there. I live and work in XXXX, and my children are enrolled in school here. 

XXXX  assured me that they would secure my account and replace my debit card, and I could dispute the charges once they were no longer pending. They immediately suspended my account. I kept explaining that I do not have a XXXX  card, and I never have. They would not provide information on who ordered the card, the phone number and address of the vendor where it was used so that I can contact them, or the name of the user who the phone number XXXX belongs to. 

The next day, when the charges showed as " completed '', I formally disputed the charges and that evening, the claim was denied. I called customer service and asked why, and she did not know. I asked for the IP address and locations of who accessed my account within the past week, and she said they did not know. Details of the merchant and method of payment, and she said they did not know. I had followed all of the phone prompts to reach the disputes department and discuss unauthorized charges, and she had no information to provide. I would like to know the XXXX XXXX that was attached to the account for XXXX XXXX ( this had already been taken back off the account by the time I woke up ). She said she had no more information than the customers do. 

My XXXX credit reports are already permanently frozen from me being physically robbed over XXXX  years ago. I have both email and phone number on my XXXX  account and my fingerprint to securely login. Yet XXXX  still permitted the phone number to be changed and someone to take out a debit card in my name without my permission, link it to XXXX XXXX, and remove my funds unauthorized without my knowledge or permission, and without performing an investigation or providing me details.

Company response to consumer: Closed with monetary relief