Consumer complaint received 2026-03-05 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:
I am filing this complaint regarding PayPals denial of my unauthorized transaction claim for {$1000.00} ( Transaction ID XXXX ). The transaction occurred on XX/XX/XXXX. I initially reported it on XX/XX/XXXX ( Dispute Case ID : XXXX ). The claim was denied the same day it was filed. I contacted PayPal regarding the denial and was able to have the claim reopened, but I was again refused the ability to submit any supporting evidence. PayPal informed me that a representative would contact me if they needed documentation. I was never contacted by anyone from PayPal, and my claim was denied again on XX/XX/XXXX. This process repeated several times. I was not permitted to upload the evidence I have until XXXX XXXX, after spending more than five hours on the phone with PayPal customer service representatives. Throughout the dispute process, PayPal repeatedly refused to allow me to submit supporting evidence or informed me that submitting evidence was not necessary because the determination had already been made. I was explicitly told by a PayPal supervisor that I was not permitted to submit evidence on my own behalf and that my claim had already been determined to be authorized. As a result, my claim was denied multiple times before PayPal ever reviewed the documentation I had available. During my attempts to resolve this issue, I was repeatedly required to explain the sensitive circumstances underlying my claim to multiple PayPal agents across different calls and chat sessions. Because the conversations were frequently disconnected or transferred, I was required to restart the process and recount the same details again to new representatives. This required me to repeatedly re-explain a tXXXX XXXX XXXX situation in order to pursue the claim. I did not initiate or authorize this transfer. At the time of the transaction I was in a coercive and unsafe XXXX XXXX situation in which another individual had physical access to my phone and PayPal account. I have experienced years of abuse, including financial abuse incidents like this one, by this individual. I have records documenting these incidents, including police reports, court records, and restraining orders dating back several years. The transfer was made without my consent during that period. The recipient was not someone I had previously transacted with, and this was the first payment ever sent to that individual. PayPal denied my claim and stated in multiple responses that : The IP address used for the transaction was consistent The device used had previously accessed my account No signs of account takeover were found My account was secure and there was no third-party access However, PayPal has not provided any documentation demonstrating that I personally initiated or approved the transaction. Their determination appears to rely solely on IP consistency and device familiarity. I submitted 15 supporting documents ( the maximum number allowed ) relevant to the circumstances surrounding this transaction, including police reports and court documentation related to the XXXX XXXX described above. Despite multiple written requests and more than five hours of phone and chat communications with PayPal representatives, PayPal has not confirmed whether these documents were reviewed or how they were evaluated. Additionally, I have a recording of a PayPal supervisor stating that I was not permitted to submit evidence on my own behalf and that my claim had already been determined to be authorized and would never be reimbursed. I also have screenshots of customer service chat sessions where similar statements were made. During multiple attempts to resolve this issue, I was disconnected from representatives repeatedly, forcing me to restart the chat process with new agents each time. PayPal also repeatedly referenced Purchase Protection and advised me to work with the seller even though I clearly stated that this is not a purchase dispute but an unauthorized transaction claim. I have consistently stated that I did not initiate or authorize this transfer, and that supporting documentation exists demonstrating the circumstances under which it occurred.

Company response to consumer: Closed with explanation