Consumer complaint received 2025-07-14 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: NY

Complaint narrative:
On XX/XX/, someone hacked my XXXX account and changed the phone number associated with my account. 
They then made multiple unauthorized purchases at XXXX  ( see below ) Here are the fraudulent charges made without my knowledge or consent : {$500.00} at XXXX XXXX XXXX XXXX XXXXXXXX {$90.00} XXXX, {$20.00}, and {$10.00} at XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX The total unauthorized amount was {$710.00} Once I realized what was going on, I tried to change the number that was in my account but couldn't do so. 
I spoke with XXXX support as soon as I could and explained to them what happened. They suspended my account. The charges in question were then being investigated. 

Less than 12 hours later, I received the below email for all the charges in question : " After careful investigation, we've determined that an error has not occurred and the dispute claim has not been resolved in your favor. This decision was made because this transaction was not unauthorized. '' On XX/XX/, I sent XXXX the following email : " Dear XXXX Support, I am writing to urgently escalate a serious issue involving unauthorized access to my XXXX account, which has resulted in fraudulent transactions totaling over {$700.00} on XX/XX/XXXX. 

My account was clearly compromised : Someone changed the phone number associated with my account They then made multiple unauthorized purchases at XXXX ( see below ) I have already spoken with your fraud department, but the case was wrongly closed, stating the charges were not unauthorized, without any explanation of how someone accessed my account or changed the number or how they took over my account. 
Here are the fraudulent charges made without my knowledge or consent : {$500.00} at XXXX XXXX XXXX XXXX XXXXXXXX {$90.00} x XXXX, {$20.00}, and {$10.00} at XXXX XXXX - XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX This is deeply concerning and unacceptable. I am requesting : A full investigation into how my account was accessed and altered A reversal of these unauthorized charges A written response explaining your process under Regulation E, which protects consumers from liability for electronic fund transfer fraud. 

Please consider this my formal written dispute of these charges. I find it baffling how XXXX came to the conclusion that these were not fraudulent charges. 

If this issue is not resolved promptly, I will be filing complaints with : The Consumer Financial Protection Bureau ( CFPB ) The Federal Trade Commission ( FTC ) And reporting this as identity theft to my local law enforcement Let me be clear : I did not authorize these charges, and I expect swift corrective action. Please confirm receipt of this email and provide a case update as soon as possible. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have not head back from XXXX since. 
Please note that the same person tried to use my XXXX XXXX  as well as my XXXX XXXX account ... and both firms worked closely with me on successfully resolving my claims. 
I find it baffling how XXXX would come to that conclusion even though my account was clearly taken over.

Company response to consumer: Closed with monetary relief