Consumer complaint received 2026-03-06 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: GA

Complaint narrative:
On XX/XX/2026 I was in the middle of a work shift, I got a notification from paypal saying I paid someone around XXXX XXXX which converted to {$1100.00}, I immediately tell my manager I have to make a phone call to figure this out, I call paypal and the initial person I spoke with explained someone accesed my account and the representative was able to see it was from a brand new device / unknown device and could see it was fraud and they would file a case for me and the transaction wouldn't post to my bank account since it was an attempt to directly transfer the funds from my bank account connected to my paypal account. The representative said it would be stopped and the funds would be reversed in XXXX hours. On this phone call she locks the account down and has me set up a new password for the account while still on call and sends me a message in paypal on how to set up XXXX. I say thanks for the help and hang up assuming everything was fixed. Not even XXXX minutes later I get an e-mail saying that paypal doesn't see any signs of fraudulent activity and nothing will be stopped. I then proceeded to once again call them back in the middle of my shift at work and get told actually we can't do anything because the payment is processing and you need to contact the bank to stop the transaction. I then call my bank on the same day XXXX XXXX, XXXX and they say don't worry we see the fraud here and the payment won't post we will stop it and if it does post call us back. Then on XX/XX/2026 I see the payment posted to my bank account so I call the bank back, ( XXXX XXXX XXXX ) they say oh so sorry we see that it's posted but it's still processing so we can put a stop payment on it do it won't go through. Next day I see the stop payment worked and the bank reversed the transaction, so I think everything is all good and move on from this. Then on XX/XX/2026 I get an email saying I now owe paypal {$1100.00} and to please call a phone number, I call and get sent to so many different departments it's not even funny finally I get to the fraud department and explained the situation they say we see no new device logins you logged in on the same device as always when thats no where near true and I can even see on my end that a brand new device is showing up in my paypal login history, 2 devices actually, they say they can't do anything about it, and that they don't see those 2 random devices that only have 1 login, not even similar devices for mobile devices I use XXXX and for this it's some XXXX phone that logged in. On the same XX/XX/XXXX call the representative says we can't help you, you just owe us that, and the system will automatically deny the fraud claim and you won't be able to contest it. I just don't see how I should be responsible for paying this when the Bank sees the fraud, I can see the new device logins, and so could the first person I talked to when it initially happend and how paypal is denying the facts. In the screenshots provided you are able to see the XXXX XXXX XXXX, and the unknown device, that logged in within minutes of eachother when the hack was underway, and able to see my phone that has consinstently been the only type of device otherwise to login, login to the account maybe XXXX minutes after the hack and unauthorized transfer occured.

Company response to consumer: Closed with monetary relief