Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: TN

Complaint narrative:
PayPal Account Takeover Timeline Correct email and phone numbers : XXXX, XXXX, XXXX XX/XX/year> Suspicious activity begins. The attacker was able to request 25 years of personal data through Customer Support. This was not my request. 

XXXX file : XXXX XXXX file : XXXX XX/XX/year> Attacker adds phone number to account. At this point I had a feeling something strange was happening and reset my password as suggested in PayPals notification email. 

XXXX file : XXXX The attacker also removes my phone number from the account. 

Associated file : XXXX XX/XX/year> XXXX XXXX  CST Attacker sells XXXX BTC for {$23000.00} in transaction ID XXXX for XXXX. 

XXXX file : XXXX Please note that all transactions from this one forward were made by the attacker. I had no control over the account despite my pleas to PayPal on the phone. 

XXXX XXXX  CST Attacker changes email address on account. 

Associated file : XXXX XXXX XXXX  CST This is the first call to PayPal when I reported the transaction ID XXXX as fraudulent. They sold XXXX XXXX for {$23000.00}. On this call with customer service which is roughly 1 hour after the transaction happened, I asked for the account to be frozen so no further actions could be taken by the attacker. PayPal failed to do this, and the takeover continued. 

Associated file : XXXX XX/XX/year> Attacker makes more transactions including XXXX, XXXX, XXXX, XXXX XX/XX/year> Attacker makes more transactions including ID XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/year> My second phone call ( 41 minutes, case ID XXXX XXXX to PayPal to report the ongoing takeover . I dont have control of the account. Meanwhile the attacker is making disputes through the online platform. Im only making phone calls to PayPal because I cant reliably log in. Attacker has changed the email address on the account to XXXX, which is not my email address. 

XXXX file : XXXX XX/XX/year> Another call with customer support ( 45 minutes ). I was losing confidence in PayPals ability to do anything to help me so I recorded this call ( see XXXX file ). 

XXXX file : XXXX XXXX file : XXXX XX/XX/year> Another call ( 13 minutes ) with customer support. I recorded this call. 

Associated file : XXXX XX/XX/year> More XXXX  transactions made by the attacker including ID XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XX/XX/year> More transactions were made by the attacker including XXXX, XXXX. 

XX/XX/year> More calls with customer support ( 56 minutes, 48 minutes ). While I was on the phone with support, the attacker added a phone number to the account. When I told PayPal support about this on the phone, he hung up on me. 

XXXX file : XXXX XXXX file : XXXX Later that day, the attacker applied for a PayPal Cashback Mastercard using the account. 

Associated file : XXXX Many more transactions were made by the attacker including XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XX/XX/year> PayPal finally limited transactions on the account ( case ID XXXX ) and reversed some of the original transactions in question. 

All of the XXXX transactions on XX/XX/XXXX, XXXX, and XXXX are fraudulent and still outstanding. The PayPal balance is- {$13000.00} which is incorrect. I dont owe PayPal any of this amount. 

XXXX file : XXXX XX/XX/year> Filed police report # XXXX with XXXX XXXX. 

XXXX file : XXXX

Company response to consumer: Closed with monetary relief