Consumer complaint received 2025-10-29 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: CA

Complaint narrative:
On XX/XX/XXXX XXXX unauthorized e-check transfers ( {$560.00} and {$560.00} ) were made from my bank to my Paypal account. I called Paypal that evening after hours ( it was also a holiday weekend ) and could not get ahold of a human customer service rep ( only XXXX  assistance ). I tried to select the transactions online to report the unauthorized transfer but it would not allow me to select either of them. So I reported a previous transaction trying anything I could to get the account frozen due to the fraudulent activity. At that time additional emails, addresses and phone numbers had been fraudulently added to my account. None of which were added by me. They also added a XXXX card at some point ( presumably to transfer my $ to themselves ). I called Paypal on XX/XX/XXXX and reported the fraud on my account and told them I did not make the transfers. I was told my account would be restricted and nothing could leave the account. During this time period of waiting for the funds to settle in my paypal account, the hacker continued to login as me somehow and kept adding emails, phone and addresses which I continued to manually remove. On XX/XX/XXXX as SOON as the funds showed in my account ( which I basically stayed awake for XXXX hours to monitor ... you can see my logins all throughout the night I am sure ), I IMMEDIATELY transferred the funds back to my bank. Which is odd since Paypal ensured that no funds could leave the account. In the meantime, I had already de-linked an additional credit card that was attached to my account. As soon as the funds transferred and showed in my bank, I went to my bank and removed the funds and closed the account. The bank account was also de-linked from my Paypal account so no more transfers could happen. I called Paypal on MULTIPLE occasions begging them to close the account and reiterated that it was NOT me making the transfers or adding additional emails/phone/addresses/cards to the account. At XXXX point the hackers even made themselves the primary on my account. Which again, I logged in and removed. After I was able to send the funds back to my bank, I then reported XXXX of the initial transfers ( {$560.00} ) as fraud. Paypal supposedly investigated and came back saying it was an authorized transfer. IT WAS NEVER AUTHORIZED. I did not make the transfers from my bank to Paypal. I have tried on multiple occasions to close the account on my end and am not able to do so as it says there is an unresolved issue on the account. An unexpected credit ( valid refund from XXXX recall ) also came though randomly. I tried to just send myself an e-gift card to XXXX as I will NEVER upload banking or credit info again on Paypal. I told Paypal on yet another call ( with a supposed supervisor ) that I didn't care if the funds were donated to charity if they could just please close my account. Instead they reversed the gift card and still refused to close my account. I have the emails/phone/address that were added to my account and can provide them. I mailed XXXX letter to Paypal via certified mail on XX/XX/XXXX demanding they close my account so that no further fraud can happen on my account. The hackers unfortunately already have my full name/addressXXXX digits of my phone number and last XXXX of my XXXX as well as XXXX of my email addresses, all of which were available to the hacker on the Paypal dashboard. After the fraud on my Paypal account, there was also fraudulent activity on the credit card that was attached to my Paypal account. But that has been investigated/disputed through the credit card company separately. I have also since filed a police report and attempted to report to the FTC but unfortunately the federal government is currently shut down so not available. I have placed a credit freeze on all three credit reporting companies. Please help me get Paypal to close my account.

I can provide copies of the letter sent to Paypal as well as proof of them being sent via certified mail. I have the police report case # as well if needed.

Company response to consumer: Closed with explanation