Consumer complaint received 2026-06-03 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: MN

Complaint narrative:
To the PayPal Executive Office and Office of the CEO, I am writing to formally reject the response submitted by XXXX XXXX from the XXXX XXXX Complaints & Advocacy team on XX/XX/year>. This email serves as my final direct notification that PayPal remains in a state of willful breach regarding the {$20000.00} in unauthorized transaction losses. In your official response today, your office made a critical corporate admission. You stated : We also want to acknowledge the concerns you raised regarding a prior phone interaction in which a refund was referenced. We have noted this as feedback... Let be clear : a binding verbal contract issued by a Supervising Authority during a manual forensic audit is not " feedback, '' nor is it " inconsistent information. '' It is an administrative determination that completely overrides your automated frontline scripts. I have re-attached the official Data Subject Request audio file ( Recording XXXX ) to this email. I am directing the Executive Office to listen to their own management team 's explicit directives The Fraud Admission : " I already checked this transaction... I know there is actually an unauthorized charges made to your PayPal account. '' The Binding Settlement : " yes we will reopen this case for you, we will actually guarantee. You will get your refund... Correct. Don't worry about that one, okay? Your compliance office has chosen to prioritize automated " device patterns '' over a certified U.S. physicians statement confirming my physical hospitalization, confirmation from the bank that it was not my account, XXXX XXXX flight logs proving physical impossibility, and a recorded refund guarantee from your own supervisor. Your automated system rejections do not absolve PayPal of its contractual liability under Section 13.1 and Section 13.3 of the User Agreement, nor do they erase the verbal settlement established on XX/XX/XXXX. I demand that an Executive Escalation manager with actual override authority review the attached audio recording and execute the manual restoration of my {$20000.00} immediately. XXXX XXXX XXXX Phone : XXXX ( XXXX ) XXXX PayPal : @ XXXX On Tue, XXXX XXXX, XXXX at XXXX XXXX XXXX wrote : To : PayPal Executive Office , XXXX XXXX XXXX , and Office of the CEO Date : Tuesday, XX/XX/year> Subject : FINAL NOTICE : Documented Breach of Settlement & Non-Compliance with Section 13.3 This communication serves as a formal rejection of all previous automated and frontline denials. I have completed a forensic audit of audio file XXXX, ( it is attached ) which was released through your Data Subject Request ( DSR ) portal. This recording contains an explicit, binding verbal settlement issued by Supervisor XXXX, who identified herself on a recorded line as a " Supervising Authority. '' Her directives constitute a definitive administrative resolution that overrides any " final decision '' scripts currently held by frontline staff. I. DIRECT EVIDENCE FROM PAYPAL XXXX XXXX I am directing the Executive Office to the following verbatim timestamps within your own records. These quotes confirm that PayPal has already admitted fault and guaranteed a refund : THE FRAUD ADMISSION : Supervisor Love explicitly overrides the " IP consistency '' theory by stating : " I already checked this transaction, this dispute case that you filed... which is this unauthorized charge... I know there is actually an unauthorized charges made to your PayPal account. '' THE FORMAL REOPENING : " I already also reviewed this case, and yes, we will reopen this case for you, XXXX. You didn't need to wait for that one, okay? '' THE BINDING GUARANTEE : When pressed on the resolution, she stated : " We will actually guarantee. You will get your refund... Correct. Don't worry about that one, okay? We will update you. THE FRAUD PROTECTION ACTIVATION : " And again, you are protected in our fraud protection here... We will activate your fraud protection here... so that you have easier reliability. '' THE LIMITATION REMOVAL : Regarding the frozen balance, she confirmed a manual override : " I already filed a ticket escalation to your PayPal account also... so that you can deposit this PayPal balance in your bank account... we already listedthis restriction. '' II. CONTRACTUAL VIOLATIONS OF THE PAYPAL USER AGREEMENT PayPals continued withholding of these funds is a material breach of the PayPal User Agreement ( Last Updated : XX/XX/year> ) : 1. SECTION 13.3 ( ERROR RESOLUTION - PROVISIONAL CREDIT ) : The agreement states : " If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will provisionally credit your account within 10 business days for the amount you think is in error. '' Breach : It has been over 30 business days since the report was filed. No provisional credit has been issued despite the investigation exceeding the 10-day mandatory window 2. SECTION 13.1 ( UNAUTHORIZED TRANSACTIONS ) : The agreement defines an unauthorized transaction as one not authorized by the user. Supervisor XXXX formally admitted on a recorded line that the charges were unauthorized. Under Section 13.1, PayPal is liable for these funds. 3. SECTION 14 ( ACCOUNT LIMITATIONS ) : While PayPal may place limitations, Supervisor Loves " Ticket Escalation '' constitutes a formal administrative removal of those restrictions to facilitate the withdrawal of funds involved in a medical and housing emergency. III. VALIDATION OF SUBMITTED EVIDENCE PayPals internal " consistency '' checks have been factually disproven by the following documentation already in your possession : XXXX XXXX CERTIFICATION : Formally confirming that the funding sources used for these transactions were unauthorized and not under my control. FLIGHT RECORDS & GEOLOCATION : Proving that it was physically impossible for me to have authorized these transactions based on my documented location. PHYSICIANS STATEMENT ( XXXX XXXX XXXX ) : Confirming my status as a medical patient and was hospitalized during the time these transactions were happening and I did not have access to my account due to it IMMINENT HOUSING / FINANCIAL CRISIS : I am facing immediate displacement due to PayPal 's refusal to release {$20000.00} in unrestricted funds that have been " guaranteed '' for return. FINAL DEMAND I will not accept any further " pending '' statuses. I have provided the timestamps, the contract citations, and the external validation from XXXX. I demand the manual release of my {$20000.00} and the removal of all account limitations by XXXX XXXX ET tomorrow. If this recorded settlement is not honored, I will move forward with an immediate escalation of the XXXX transcriptshowing bad-faith handling and willful evidence suppression. XXXX XXXX XXXX Phone : XXXX ( XXXX ) XXXX l PayPal : @ XXXX

Company response to consumer: Closed with explanation