Consumer complaint received 2026-05-21 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:
XXXX. The Core Issue : Withholding Stolen Funds & Breach of Settlement I am filing this formal complaint against PayPal for the unlawful withholding of {$20000.00} in unauthorized transactions, willful evidence suppression, and a direct breach of a recorded verbal settlement issued by their own Supervising Authority. PayPal is in active violation of the Electronic Fund Transfer Act ( Regulation E ) and Section 13.3 of their own User Agreement. XXXX. The Admission of Liability & Recorded Guarantee On XX/XX/year>, PayPal officially ruled in my favor on Case XXXX, admitting that unauthorized financial instruments were added to my profile. However, they subsequently denied the XXXX in fraudulent charges that stemmed from that exact breach ( Cases XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX ). On XX/XX/year>, I completed a manual case audit with a PayPal Supervising Authority ( " XXXX XXXX '' ). During this recorded call ( Audio File XXXX, obtained via PayPal 's Data Subject Request portal ), the supervisor explicitly admitted the transactions were unauthorized, verified my physical impossibility evidence, and issued a guaranteed refund. Despite this recorded settlement, PayPal 's frontline agents continue to rely on automated system denials and refuse to honor the supervisor 's guarantee, going so far as to hang up on me when I reference the recording. XXXX. Direct Evidence ( Provided as Attachments ) I am attaching the following irrefutable evidence proving my physical impossibility to make these charges, as well as the audio file of the PayPal XXXX 's guarantee : XXXX XXXX XXXX XXXX : Certified records from my treating physician ( XXXX XXXX XXXX ) and XXXX XXXX flight logs proving I was hospitalized in XXXX XXXX undergoing XXXX treatment when these charges occurred. XXXX Bank Certification : An official letter from XXXX XXXX proving that the receiving accounts ( cards ending in XXXX, XXXX, XXXX, and account XXXX ) do not belong to me and are unauthorized. The XXXX Audio File ( XXXX ) : The official PayPal recording of XXXX XXXX XXXX. Verbatim Transcript of PayPal 's Admission ( From Attached Audio ) Below is the direct transcript from XX/XX/year>, demonstrating PayPal 's admission of fault and guaranteed settlement, which they are now acting in bad faith to ignore : XXXX XXXX : I can see here. Yes, actually. I can see here, I already checked. This transaction, this dispute case that you filed, which is this unauthorized charge. It's XXXX charges, unauthorized charges actually. I already also reviewed this case. And yes, we will reopen this case for you, XXXX. You dont need to wait for that XXXX, okay? XXXX : So do you have all my evidence? Do you see the doctor 's note, the letter from email from XXXX, my XXXX XXXX flight information? Do you see all of that? XXXX XXXX : Yes, that's why you are eligible, actually, to reopen. We will actually reopen this case for you. XXXX : But I had that evidence. I gave that evidence over a week ago. And I kept on getting denied XXXX, XXXX, XXXX times. Saying the transactions were authorized, the transactions were consistent with transaction history or IP addresses. And It's not. XXXX XXXX : Yeah, I know. I know that XXXX, XXXX. That's why I actually double-checked here so that, if we will reopen this case for you, we will actually guarantee. You will get your refund. I know. I do understand how concerning and frustrating this one is. That's why. XXXX : The XXXX XXXXXXXX, you are guaranteeing that I get my refund? Yes. XXXX XXXX : I do understand. Yes. ( ... ) XXXX : You said, you guarantee that I'll get my money back? Is that what you said? Really? XXXX XXXX XXXX Yes, we will do our best here. XXXX : You said guaranteed I'll get my money. You said I'll get my money back. You said that. XXXX XXXX : Correct. Don't worry for that XXXX, okay? We will update you. XXXX : So claim XXXX. XXXX. XXXX XXXX : Yes. XXXX. Resolution Requested PayPal is utilizing selective administrative denial to avoid a XXXX} liability, ignoring certified medical proof, and acting in direct violation of a recorded settlement issued by their own leadership. I am requesting that the CFPB compel PayPal to immediately honor the XX/XX/XXXX guarantee by executing a manual override to release the full XXXX to my account and permanently lift all account restrictions.

Company response to consumer: Closed with explanation