Consumer complaint received 2025-03-10 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: OH

Complaint narrative:
Yesterday, ( XX/XX/year> ) afternoon at around XXXX I saw an email telling me that there was a XXXX charge to my Paypal account. I did not make this charge and so when I checked sure enough XXXX was gone from my account. I then quickly attempt to contact Paypal through their customer service line and as I was doing so there was a XXXX XXXX  charge to my account going to someone named XXXX XXXX and then another charge right after that for XXXX going to someone named XXXX XXXX for " Car Payment ''. I finally got in touch with Paypal and told them and they reassured me that there was no XXXX party application used and that I was the only person in my account. I got upset because of the situation and they assured me they'd make a case for me and due to Paypal 's policies, I'd get my money back. Around XXXX minutes later I received an email since the case was closed and that it was determined the charges were not unauthorized. I attempted to contact Paypal once again and they told me that due to it looking as if there was no 3rd party application used and I was the only one logged into my account, they could not flag it for unathuroized charges and that the transactions sent to XXXX and XXXX could not be refunded as they were sent to people and they'd have to give it back to me. Obviously since my account is being messed with, they aren't going to send me my money back and yet they said they'd try contacting them to tell them it was an accident and to give the money back and intstructed me to do the same ( which I did ). They then said they could change my case from unathorized purchases to a dispute to say I never got the products. They assured me I'd get the XXXX dollars back due to policies and we hung up. Not too much later, maybe XXXX mins later, I checked the status of the dispute and it said I closed it. I was told told by the chat support that I closed it and that it could n o longer be re-opened. Sure enough in the claim I see that someone went into my account and said " I got my money back '' in the claim and it was closed. When trying to call for the XXXX time I try to explain to them that it made XXXX sense for me to close it. I would not tell them I got the money back without calling them first or having a discussion with them when its XXXX near XXXX XXXX. Even still their policies stated that the dispute could no longer be re-opened and that it looked as if I went in and closed it. Again ... .why would I close it right after the dispute was made and without consulting a customer service agent. Either way, they told me that nothing can be done and advise me to report it to my local police and the IC3. I already made a case to the IC3 but I know that can take time to reach them and that may not even work out. Either way, I've been in XXXX calls with Paypal yesterday and was transferred to many departments just to be told ( after like XXXX hours on the phone with them ) that nothing can be done and that the only way I could possibly get my money back is if these people who my money got sent to decides to give ay, it back to me. Which sounds really XXXX and like they are trolling me because if these people are the ones who took my money or related to them in some way... .why would they send them back? What really upsets me is that they said nobody was in my account but going to the security options to manage my logins, I saw multiple options that said Unknown Device and there were multiple instances of this yesterday along with other days. It wasn't my pc because it showed my pc on there and my phone. So clearly someone was on my account yet the people at Paypal said they couldn't see that. I do have a screenshot of it in case I need to use it. Also, if I did close my dispute they should be able to see my account and notice I never recieved the XXXX in my account as the dispute cancel messaged " from me '' claimed. So anyway, I'm at my whit ends, I'm going to try calling them multiple times tomorrow in hope sthat things changed. I just don't know what to do as my account was cleared out.

Company response to consumer: Closed with monetary relief