Consumer complaint received 2025-04-01 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: FL

Complaint narrative:
My PayPal business account was hacked. 

The hacker created a sub account and applied for a XXXX XXXX XXXX for {$87000.00} ( with a loan fee of {$16000.00} ) totaling a balance of {$100000.00} at XXXX on Sunday XX/XX/XXXX. PayPal approved the loan and allowed 4 transfers to a XXXX XXXX XXXX  ( ending in XXXX ) and I believe under the name XXXX XXXX ( address XXXX XXXX XXXX, XXXX XXXX, MI XXXX ) for the following amounts : {$2800.00} {$9800.00} {$9800.00} {$9800.00} First of all, PayPal should have never approved that XXXX XXXX XXXX That is completely out of character for us. PayPal XXXX XXXX has called me hundreds of times over the last 5 years asking if I need XXXX XXXX and I have said no. Now they think that I would logon at XXXX on a Sunday to apply for it and make 4 suspicious transfers to a debit card. The different name, physical address and IP address should have been suspicious as well. 

They hide your information in your account ( this allows hackers to add information that would not be easily noticeable ). It will show a primary phone number, name, email, payment method, etc. but to see any others you have to click through to see them. 

I called PayPal XXXX XXXX on Sunday XX/XX/XXXX to alert them. They are closed on Sunday. Interesting to me that they can fund suspicious loans while they are closed but they are not open to speak about fraud. 

I got a hold of someone at PayPal Fraud and was told that a case was opened and we changed passwords again ( they were also changed on XX/XX/XXXX2025 ). 

The next morning, XX/XX/XXXX there were additional transfer attempts. I had frozen the account on XX/XX/XXXX and removed suspicious contacts but they were able to get back in. I called and talked to PayPal Fraud and they went through my account and deleted everything suspicious, added an authenticator app and did everything they could to secure it. 

On XXXX there was another phone number added to my account. I feel that PayPal has terrible security protocol. They keep deflecting saying that my phone has been cloned. I have no indication that would be the case. I have done XXXX scans on my phone and computer and nothing suspicious has been found. 

I have spoken again to PayPal fraud and they have told me that the results of the {$100000.00} will be snail mailed to an address on file ( which is absolutely ridiculous ). I asked for the recordings of our calls and have been told I have to snail mail them a request to legal in XXXX XXXX, CA ( also ridiculous ). 

I requested that they take back the balance in the account ( from XXXX XXXX ) of {$57000.00} and they told me they can not do that until this is resolved. This leaves {$57000.00} completely exposed to the hacker and they do not care. 

I have suspicion that this could be someone within PayPal. I was told they do not have any access to my account but the Fraud Specialist I talked to on XX/XX/XXXX had full access to add/remove/change anything in my account. It's not adding up. 

I have an appointment with XXXX XXXXXXXX in XXXX XXXX, TX and look forward to finding out more information on how to rectify this.

Company response to consumer: Closed with monetary relief