Consumer complaint received 2025-11-11 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: MD

Complaint narrative:
My vehicle was broken into on XX/XX/year> between the hours of XXXX and XXXX ( XX/XX/year> ) and my XXXX  debit card was stolen ( among EVERYTHING else that was in my vehicle. ) My debit card was then used a total of 12 times by the person who stole it. Here is a breakdown of where the card was used, the amount, and the time : XXXX XXXX {$14.00} XXXX XXXXXXXX XXXX XXXX  {$17.00} @ XXXX XXXX XXXX {$19.00} XXXX XXXXXXXX XXXX {$20.00} XXXX XXXX XXXX XXXX {$30.00} XXXX XXXX XXXX XXXX XXXX$77.00} XXXX XXXX XXXX XXXXXXXX {$31.00} XXXX XXXX XXXX XXXXXXXX {$18.00} XXXX XXXX XXXX XXXX {$63.00} XXXX XXXX XXXX XXXX  {$32.00} XXXX XXXX XXXX XXXX {$32.00} XXXXXXXX XXXX XXXX XXXX {$10.00}. XXXX XXXX XXXX DECLINED XXXX XXXX XXXX XXXX {$38.00} XXXX XXXX  I woke up and saw all of the charges and immediately disabled my XXXX  debit card XXXX XXXX on XX/XX/year>. 

I called XXXX  support right away and was told all transactions needed to be out of pending status and in completed status and would have to call back. Once XXXX of the XXXX were completed, I called XXXX  to get everything started with the disputes. The gentleman I spoke to ( on XX/XX/scrub>XXXX XXXX XXXX XXXX advised he disputed the XXXX that were completed and would AUTOMATICALLY add the remaining XXXX charges once they were out of pending status as well. Which they were not. I had to call back and have those added and also had the denied claims RE-submitted for re-evaluation. 

On XXXX XXXXXX/XX/year> I received an email that my disputes were being denied. A general outline of their reasonings were thisXXXX  ) " account shows that funds were received during the period of alleged unauthorized transactions taking place '' - this is FALSE. I received money XX/XX/year> XXXX XXXX & XXXX, XXXX hours prior to the unauthorized transactions. XXXX ) The transactions did not exceed or attempt to exceed the available acct balance '' - this is ALSO FALSE. The very LAST transaction to be attempted through my account was DECLINED because there wasn't enough money to cover it! XXXX ) " found that the transactions were consistent with previous acct transactions '' - i RARELY use this debit card and I absolutely have NEVER used it XXXX in a day, not even XXXX in a WEEK. XXXX ) " consistent logins to the acct during the same timeframe that the disputed transactions took place '' - FALSE. I was ASLEEP from midnight to XXXX XX/XX/year> and I didn't log in until I woke up to the emails and froze my debit card. 

I feel as though no one is actually truly investigating my case ( s ) as it is very obvious that there was something going on with my account. I have spent HOURS gathering all details of the transactions, my police report and phone calls with XXXX  to get this handled. It is impossible to speak to anyone but a regular XXXX  rep regarding the matter and they only put notes on the acct. I asked for an email to send my police report and screenshots too ( all of my PROOF ) and was told I could not do that. IF they wanted them, someone from the dispute department would reach out and ask for them. XXXX- no one 's asked me for anything that I have. It makes things so much more frustrating that I can not talk to a real person directly about this situation, and the fact that this " bank '' doesn't have their customer 's backs in ANY way.

Company response to consumer: Closed with monetary relief