Consumer complaint received 2025-08-17 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: VA

Complaint narrative:
A XXXX XXXX XXXXXXXX XXXX kindly helped initiate a call to Paypal, as I had questions about the negative Paypal balance and disputes related to XXXX unauthorized transactions. I did not know this person, did not authorize those transactions, and have reported them as fraudulent. After waiting approximately XXXX mins, we were connected to a Paypal associate. Through the call we asked for clarification regarding the negative balance. Despite our efforts, we did not receive a clear explanation of how the final balance was calculated. The PayPal agent stated that the transactions were not refunded because they appeared to come from my phone 's ip address. I reiterated I did not authorize those transactions, regardless of the IP. When we asked further questions, the PayPal agent was unable to provide satisfactory responses, so we requested to speak with a manager. By that point, nearly XXXX minutes had passed. The PayPal agent informed us that a manager was not available but would return my call within XXXX minutes. I remained at the branch waiting for the promised call, but no one contacted me. I finally left the branch after XXXX minutes, and XXXX hours after I left the branch, I still hadn't received any follow-up. 

After failing to reach me by phone, Paypal did not attempt to contact me through email or messages on my PayPal account after I and the XXXX agent waited for more than XXXX hours, even though both options were available. Only after I escalated my complaint to the XXXX  did PayPal finally start contacting me. Then another PayPal agent responded to me, but all he did was repeat the same information I and the XXXX agent had already been told by previous agents. I have spent more than XXXX hours only to receive the same generic response without any new insight or resolution. I had not used my PayPal account for a long time prior to the fraud. The only legitimate activity before the fraud occurred was a single transaction last year. Therefore, it makes no sense to claim that the fraudulent activity was consistent with my usual behavior .. Also, for PayPal 's Fraud Departments reference, in todays environment, it is not difficult for fraudsters to mimic IP addresses using widely available technology. Even without being an IT expert, I know this is a well-known security issue. When I reported the fraud to XXXX XXXX XXXXXXXX, they acted quicklyblocking fraudulent transactions immediately and protecting me from further losses. In contrast, PayPals Fraud and Customer Service departments did nothing but allow the fraudulent activity to continue unchecked. From XX/XX/XXXX to XX/XX/XXXX, PayPal took no effective action to resolve my case. I am grateful that XXXX XXXX XXXXXXXX refunded the fraudulent charges, but PayPal failed to fulfill its responsibility during this entire period. Finally a third agent contacted me on XX/XX/XXXX after I escalated to the XXXX XXXX XXXX, but unfortunately, I was unavailable to take the call since I was in an international trip. She left a message and promised to follow up by email, but I never received any communication from her afterward. This is another example of poor follow-through and lack of accountability. During this period, instead of resolving my case, PayPal continues to send me repeated emails related to this unresolved issue. I provided my email for genuine communication, not to be spammed from Paypal.

Company response to consumer: Closed with explanation