Consumer complaint received 2025-02-01 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: CA

Complaint narrative:
I have yet to receive an update or a refund from PayPal regarding the fraudulent transactions on my account. Since PayPal has not provided a resolution, I am proceeding with a legal filing to the FTC. Below is a timeline of events regarding the issue : Timeline of Unauthorized Transactions & PayPals Response XX/XX/XXXX Initial Discovery & Report Filed Noticed my PayPal account balance was missing all funds. 
Found that on XX/XX/XXXX, a withdrawal of {$1000.00} was sent to a XXXX XXXX XXXXXXXX XXXX  account ending in XXXX. 

Additionally, a {$1000.00} deposit was received on the same day ( XX/XX/XXXX ). 
On XX/XX/XXXX, {$1000.00} was transferred back to the same XXXX XXXX XXXX account. 

Immediately filed a report with PayPal, but about an hour later, I received a notification stating that no unauthorized transactions were identified. 

XX/XX/XXXX Contacting PayPal & Investigation Update Received an email from PayPal stating that the XXXX XXXX was consistent, which is how they determined the transactions were not unauthorized. 
XXXXXXXX XXXX XXXX Attempted to contact PayPal about the fraudulent activity but received a disconnected/busy tone. 

XXXXXXXX XXXX  : Spoke with XXXX at PayPal customer service. 
Confirmed that XXXXwo bank accounts were linked to my PayPal, including one for XXXX XXXX  XXXX and another for XXXX XXXX XXXX, which was authorized on XX/XX/XXXX. 
Was informed that my case was closed because the XXXX XXXX transactions were detected as coming from an authorized device. 

However, she confirmed that my account was currently under limitations and that an investigation was still in progress regarding the initial unauthorized withdrawal. 
XXXX stated that as long as I do not change my password, no one else would be able to access the account at this time. 

Informed her that XXXXwo unauthorized email addresses were added to my account : XXXX XXXX She confirmed they would send an email or chat notification about where and when these emails were added. 

She also mentioned the investigation may take 48 to 72 hours to complete and advised me to check my email for updates. 

XX/XX/XXXX Follow-up Call to PayPal XXXX XXXX : Spoke with XXXX at PayPal regarding an email that stated my case was closed. 
XXXX advised that the dispute was still open and under investigation, but it may take some time for a resolution. 

She provided the dispute case numbers : Adding funds : XXXX Withdrawal of funds : XXXX XXXX also mentioned that the person who accessed my account had a lot of personal information and was able to link their bank account using a two-step verification process. 

When I asked if this verification was sent to my email or one of the unauthorized emails added, she was unable to confirm. 

Additionally, she stated that a phone number ( XXXX ) was listed on my account. 
I do not recognize this number, and it appears to be out of state. 
She was also unable to provide information on when this number was added. 

Current Concerns & Next Steps My account was clearly accessed by someone unauthorized, as evidenced by the added emails and phone number, yet PayPal still determined that the transactions were legitimate. 

At no point did I receive an email or notification of any kind from PayPal informing me that a new bank account, email, or phone number was added to my account. This is highly concerning because PayPal typically requires verification for such changes. When I asked a PayPal representative whether the verification was sent to my actual email or one of the unauthorized emails added, they were unable to confirm. This raises serious security concerns about how my account was accessed and modified without my knowledge. 

PayPal has not provided a resolution or returned my funds, despite repeated attempts to get clarification and assistance. 

Due to the lack of support, I am proceeding with a legal complaint to the FTC. 
I need immediate action from PayPal to fully investigate the unauthorized access, remove fraudulent accounts linked to mine, and restore my funds.

Company response to consumer: Closed with monetary relief