Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Paypal Holdings, Inc
State: NV

Complaint narrative:
I am submitting another complaint about XXXX  because they made many mistakes and errors in their investigation and did not do their due diligence. Below is my original complaint message followed by the feedback I provided to their response to my complaint. I have provided the original complaint ID number as well for reference. XXXX Original complaint : On XX/XX/XXXX at XXXX {$900.00} was withdrawn from my XXXX  account via ATM at XXXX XXXX XXXX . I didnt notice this notification until XXXX XXXX as I was at home practicing for my gig coming up in XXXX XXXX I checked to see if my debit card was in my wallet but it was not. I must have lost it early that day when I was out doing errands. I immediately locked my card and called XXXX. I couldnt reach their customer service as it was after their hours of operation, so I filed the dispute the following morning. It took about 5 days before they denied my claim. I then appealed providing evidence of my location via screenshots of my phones XXXX  location as well as XXXX history showing I was studying XXXX XXXX  at home during the time of the withdrawal. Thus proving there is no physical way I could have withdrawn that money. Additionally I told them they to check my location data on their end as I have my location services set to always allow giving XXXX  access to my precise location during the time of the withdrawal. The following day they denied the claim again saying only an authorized user would know the amount in the account and withdraw this specific amount. I rebutted saying, No, any atm has the option to check available account balance before proceeding to withdraw. This is a weak point to deny the claim on. They denied the appeal with the same response without directly engaging or answering my rebuttals and evidence. I then filed a police report on the XXXX of XXXX and submitted another appeal with XXXX  but on the ( XXXX ) they denied the appeal again with same response. I am very frustrated with them, I provided them with all the evidence pointing to the fact this was indeed an unauthorized withdrawal. And they are essentially accusing me of lying and submitting a fraudulent claim. I have been with XXXX  and have used their services for over 8 years and never have had any problems until now. I am very disappointed. 

Feed back : XXXX  is stating that I transacted with XXXXXXXX XXXX XXXXXXXX on the same date the funds were added to my account. This is simply inaccurate. I have my XXXX  statement as proof. It shows very clearly the dates for these transactions. I dont know how they couldve mix this up but XXXX  XXXX is not relevant to this dispute which this complaint is about. XXXXXXXX XXXX XXXXXXXX is not the merchant in question here. The ATM withdrawals occurred at XXXX XXXX XXXX atm in Nevada. 
I dont know why theyre mentioning XXXX  XXXX XXXXXXXX at all. Its just shows incompetence and have not investigated this dispute thoroughly and accurately. 

This dispute was about fraudulent withdrawals that occurred on my XXXX  debit card when it was lost /stolen at the XXXX XXXX XXXX XXXX I provided more than enough evidence to XXXX, supporting my dispute such as my XXXX location, showing I was at my home during the time withdrawals occurred. 
They also shouldve checked the app data from my phone as I know they have access to it and they wouldve seen that I was indeed at my house and nowhere near the ATM which the withdrawals occurred. 
This alone shouldve sufficed in approving my claim. 
I reported the fraud promptly, filed a police report and followed all the steps to be cooperative as possible with XXXX, yet they are denying my claim. 
I feel strongly they did not do their due diligence and are ignoring my evidence that Im providing. On top of that as Ive mentioned earlier, theyre bringing up XXXXXXXX XXXX XXXXXXXX XXXX which has nothing to do with the dispute.

Company response to consumer: Closed with explanation