Consumer complaint received 2026-01-03 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: KY

Complaint narrative:
I sent this email : Dear PayPal Resolution Center / Appeals Team, I am writing to formally appeal PayPals repeated denials regarding multiple unauthorized XXXX transactions that occurred on my PayPal account as the result of an account takeover. I am requesting an escalated review due to significant inconsistencies in how these cases have been handled. 

On XX/XX/XXXX, my PayPal account and associated XXXX account were compromised. As a result, XXXX purchases were made at the same time through XXXX using my PayPal account. I did not authorize, place, receive, or benefit from any of these transactions. 
I reported this fraudulent activity immediately on XX/XX/XXXX, removed all payment methods from my PayPal account the same day, and contacted PayPal by phone to report the account compromise. 

XX/XX/XXXX Fraud discovered. 
All cards were removed from my PayPal account I contacted PayPal by phone to report unauthorized activity XX/XX/XXXX I contacted PayPal again by phone. My bank declined the related charges and issued a new bank account and replacement cards due to fraud. 
XX/XX/XXXX PayPal informed me that XXXX out of XXXX transactions were unauthorized, yet only one refund ( {$75.00} ) was issued. 
XX/XX/XXXX I contacted PayPal by phone to follow up on the unresolved unauthorized transactions. 
XX/XX/XXXX PayPal emailed stating, You filed this dispute with your financial institution or credit card company, not PayPal, despite the fact that I had already reported the fraud directly to PayPal on XX/XX/XXXX. 
XX/XX/XXXX I contacted PayPal again by phone regarding the unresolved charges and negative balance. 
XX/XX/XXXX I filed another PayPal claim regarding the same unauthorized transactions. 
I received an email stating PayPal was contacting XXXX Later that same day, PayPal denied the {$66.00} transaction XX/XX/XXXX PayPal emailed stating that all remaining transactions were denied. 
XX/XX/XXXX I attempted to contact PayPal by phone and reopened the dispute for all transactions. 
PayPal then changed the case reason to unauthorized transaction XXXX XXXX Only XXXX minutes later, I received another email stating the case was closed again and that PayPal had determined there was no unauthorized use. 
The rapid closure only XXXX minutes after reclassifying the case reason strongly suggests that a full and meaningful review did not occur. 

Affected Transactions : All transactions occurred simultaneously and were part of the same fraudulent event : {$69.00} Transaction ID : XXXX {$86.00} Transaction ID : XXXX {$66.00} Transaction ID : XXXX {$65.00} Transaction ID : XXXX {$54.00} Transaction ID : XXXX All of the cases above were denied repeatedly. 
{$75.00} Refunded ( acknowledgment of fraud ) Evidence of Account Takeover : Screenshots show the orders were initially placed using my name and address, but the items were ultimately delivered to XXXX, Florida. I have never lived in, visited, or had any association with XXXX, Florida. 

The individual ( s ) who compromised my account changed my XXXX password, preventing me from contacting XXXX directly. XXXX requires account access to dispute orders; creating a new account did not allow resolution because the fraudulent purchases were not associated with that account. 

PayPal refunded one transaction, acknowledging fraud, while denying others from the same incident. PayPal has repeatedly denied these cases based on seller responses rather than authorization. Case reasons have been changed and closed within minutes, calling into question the depth of review. All purchases were part of a single, clearly documented account takeover event I respectfully request that PayPal : XXXX. Refund the remaining unauthorized transactions totaling : {$69.00} {$86.00} {$66.00} {$65.00} {$54.00} XXXX. Remove the resulting negative PayPal balance XXXX. Lift all account limitations associated with these charges I reported this fraud promptly, cooperated fully, and provided evidence demonstrating unauthorized access and delivery to an unrelated location. If this matter is not resolved promptly, I will proceed with filing a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). 

Please confirm receipt of this appeal and advise when I can expect resolution. 

This was their response : Thankyou for contacting PayPal. 

We've completed our review of your claim. The payment in question was sent as part of a billing agreement you previously set up with the merchant XXXX XXXX XXXX, XXXX on XX/XX/XXXX. 


There is no evidence of unauthorized access. As a result, we're unable to consider this to be an unauthorized payment. 
As a courtesy, we've canceled this billing agreement for you. In the future, however, please be aware that you can manage and cancel your billing agreements directly from your PayPal account It is my pleasure to assist you. Thank you for choosing PayPal.

Company response to consumer: Closed with monetary relief