Consumer complaint received 2025-07-19 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:
THIS IS THE VERBATIM LETTER I AM TRYING TO SEND TO PAYPAL AS AN APPEAL : Subject : Appeal Regarding Unauthorized Charges Account Compromised Dear PayPal Disputes Team, I am writing on behalf of my elderly father, XXXX XXXX ( the owner of this account ) to formally appeal your recent decision regarding the unauthorized charges on my fathers PayPal account ( XXXX ). 
I would like to make it very clear that these transactions were not made by my father. His account was compromised by an unauthorized third party, and my Dad had no knowledge or involvement in these activities. 
My Dad has been very sick recently and was actually hospitalized at the time of these unauthorized charges ( see discharge papers attached ). He ONLY uses PayPal to get money from his Bank so that XXXX can charge this account for the food he sometimes orders. We set up PayPal as the primary on his XXXX  back in 2020 at the beginning of the pandemic and that is the primary reason he transfers money from his bank to his PayPal. The day after he left the hospital on XX/XX/XXXX, he checked his PayPal account to see the balance before he ordered food on XXXX, and found a XXXX balance when there should have been several hundred dollars. Thats when he became aware of the unauthorized access. As soon as he became aware of the unauthorized access, he took immediate action by : Calling me to access his PayPal account and determine the problem. 
We called PayPal customer service immediately after discovering the unauthorized charges. 
We changed his password per PayPal Representative instruction, to secure his account and reported all of the suspicious transactions. 
We checked his linked bank account to confirm further unauthorized use. 
Despite these efforts, Dad was recently notified that the dispute was closed in favor of the charges being valid. I respectfully disagree with this outcome and am requesting a thorough re-investigation of the incident. 
I kindly ask that you review the following : IP address ( es ) used during the disputed transaction ( XXXX ). You will only EVER find XXXX authorized IP addresses mine ( in XXXX, XXXX ) and my Fathers ( in XXXX XXXX XXXX ) in the history of this account ( besides the fraudulent activity that recently occurred ). 
Device login history and location data Access to a PayPal debit card which your PayPal representative confirmed that my Dad NEVER activated or used a PayPal debit card. 
Any patterns that do not match his normal usage behavior If you look at Dads history, he gets {$100.00} - {$300.00} from his bank on the XXXX and maybe around the XXXX. He uses that balance to send {$35.00} to me on the XXXX of the month ( XXXX ) and send some money to brother ( XXXX XXXX ). He may also send a nominal amount to another contact. HE HAS NEVER PURHASED ANYTHING ONLINE FROM ANYONE THAT REQUIRED A PAYMENTEVER!!! 
The fraudulent charges include the following : XXXX XXXX XXXX. XXXX on XX/XX/XXXX, XXXX XXXX XXXX. XXXX on XX/XX/XXXX, XXXX XXXX XXXX. XXXX on XX/XX/XXXX, XXXX XXXX XXXX. XXXX on XX/XX/XXXX, XXXX XXXX XXXX XXXX on XX/XX/XXXX. 
The fraudulent activity from my Dads XXXX bank account to move balances to PayPal were ALL done on XX/XX/XXXX for the following amounts : {$750.00}, {$350.00}, and {$150.00}. If anyone reviews the HISTORY of my Dads account you will see that he has NEVER funded his PayPal accounts in these amounts or in this rapid succession. He always moves {$100.00} or {$100.00} and maybe {$300.00} and its almost always done on the XXXX of the month when he receives his Social Security. 
My Dad is a long-standing PayPal user and we are hoping this issue can be resolved so that he can continue using the service, as I do not want him to use his bank information directly with any merchants ( to include XXXX ). We have used PayPal to protect his financial information and security, but he has now been comprised and victimized at nearly XXXX XXXX XXXX. We are willing to provide any additional information you may require to help resolve this matter. 
Thank you for your time and attention. I trust PayPal will work to protect its users from fraudulent activity, and I appreciate your support in helping rectify this situation. 
Sincerely, XXXX XXXX  ( XXXX ) On behalf of XXXX XXXX ( XXXX ) Primary Landline phone number ( XXXX ) XXXX Primary Cell phone number ( XXXX ) XXXX

Company response to consumer: Closed with explanation