Consumer complaint received 2024-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
After receiving a PayPal debit card, I noticed that my name had been incorrectly spelled as XXXX instead of XXXX. I also wanted to know how to set the PIN for the first time. Therefore, I attempted to contact a PayPal customer service representative, via the number linked both on XXXX and the PayPal App. I honestly believed I was speaking with an actual PayPal associate, ( I would much later discover that wasn't the case )! After explaining the situation to the fraudulent PayPal representative, he instructed me to download something called anydesk, so that he could assist me in resolving my issue! I had no reason to doubt or question what he asked, therefore I did as he asked and downloaded the anydesk app. ( Much later I would discover that I never should have downloaded that app, because it allowed the fraudulent representative to access all of the information on phone, including but not limited to my IP address and all of my financial information, PIN, passwords, account number, etc )! After noticing that my account was completely wiped out, I contacted PayPal again, this time using the number listed on the back of my card! I explained everything that had happened to an actual PayPal representative, who explained to me that PayPal would have never asked me to download such an app, which by this time, was too little, too late, because the damage was already done. Nevertheless, she took my complaint, and said she would file my claim, and reassured me that PayPal had a XXXX fraud liability policy, they would just have to investigate and I would receive a refund for the transactions made!! I was very temporarily relieved, as some of the transactions were being refunded, at first!! However, as of today 's date, ( XX/XX/2025 ) PayPal has approved refunds totaling {$1700.00}, while this may seem like a significant amount, it is still less than half of what was fraudulently stolen from my account. I logged into the app to check the status of my claim, and my attention was now immediately drawn to a big notification highlighted in red that said they had made the decision to permanently limit my account, and I would be unable to access any of the remaining funds in my account for a minimum of 180 days!! I have repeatedly asked, for an explanation/reason for taking this action. They have fused to give me any reason or explanation, other than, they have no obligation to give me any explanation, as per their rules, they " can close an account, at any time for any reason, if they feel their rules have been violated!! '' Shortly after that conversation, every remaining dispute was being denied, again with no explanation, as to why!! I did not violate any of their so-called rules. The moment I realized what happened, I DID, immediately contact them, and did exactly as they instructed me to do. Now, not only have I lost access to all of the funds in my PayPal account, but my actual bank account was also hacked into, fraudulent transactions were made, and as a result my account is also currently overdrawn because of all of this. Therefore I'm now left with absolutely no money, and no way to recover my funds. My bank is currently looking into this situation, and will update me once they've completed their investigation, but I'm less than hopeful after my experience with PayPal so far. The majority of the money deposited into my PayPal account came from my Social Security XXXX payments, and now its all just gone. I need this money to live and survive on. I have nothing for food, bills, or anything else. As of right now, PayPal and my bank have both been unhelpful. I feel as though, they either just don't care, or they don't believe me, ( perhaps they don't understand exactly what I'm trying to explain ). I am not exactly certain why, but they are NOT taking this matter very seriously. I'm extremely desperate at this point. I am hoping against all odds, that perhaps I can reach someone who possesses the correct knowledge, and is willing to assist me in getting this resolved as soon as possible. If nothing else, perhaps there's someone that could direct me to the correct person/ someone in a better position, willing to assist me. Thank you for your time, and any assistance you are willing and able to provide, it is greatly appreciated. Have a wonderfully blessed day.

Company response to consumer: Closed with explanation