Consumer complaint received 2026-04-10 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: CT

Complaint narrative:
I am filing this complaint against XXXX for failing to properly investigate and resolve an unauthorized electronic fund transfer in violation of the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005 ). On XX/XX/XXXX and XX/XX/XXXX few unauthorized transaction in the amount total {$300.00} was charged to my XXXX debit card by a merchant listed as facebk. This transaction occurred shortly after I unknowingly entered my debit card information ( card number, expiration date, CVV, and billing address ) into a fraudulent online loan website. The website disappeared immediately after collecting my information, indicating a phishing/fraud scheme. Unauthorized transaction datils {$30.00} Transaction ID:XXXX {$20.00} Transaction ID:XXXX {$100.00} Transaction ID:XXXX {$45.00} Transaction ID:XXXX $ XXXXTransaction IDXXXX I affirm the following : I did NOT authorize this transaction. I do NOT have any account or relationship with facebk. I do NOT use any services associated with this merchant. This transaction is a clear case of unauthorized card-not-present fraud using stolen debit card credentials. One thing I didn't understand was how they figured out my account balance. But my weak point, I'm open dispute few months later. Some of the reasons for my late reporting were that I didn't know that the transaction would be refunded after it was completed.I didn't report it for one reason, I thought that since the transaction was done, I might not be able to do anything else. I humbly request you if you can return these transactions to me, I will be grateful for the rest of my life and I will tell everyone to use your service. Few days ago I promptly notified XXXX and filed a dispute. Although XXXX initiated an investigation, my claim was denied without providing sufficient evidence or documentation demonstrating that the transaction was authorized. Under Regulation E, financial institutions are required to conduct a reasonable investigation and must provide supporting documentation when determining that a disputed transaction is authorized. XXXX has failed to provide any of the following : Evidence of cardholder authorization 3D Secure ( authentication ) records, if applicable AVS and CVV verification results IP address, device ID, or geolocation data associated with the transaction XXXX failure to provide this information raises serious concerns regarding the adequacy and legality of their investigation process. Requested Resolution : I respectfully request that the CFPB require XXXX to : Conduct a full and compliant reinvestigation under Regulation E Provide written documentation explaining how the transaction was determined to be authorized Issue a full refund of the {$300.00} unauthorized charge Account Information : First Name : XXXX Last Name : XXXX Username : XXXX Email XXXX XXXX Additional Statement : I have never used or authorized any transaction with XXXX, and I do not maintain any account with this merchant.

Company response to consumer: Closed with explanation