Consumer complaint received 2025-09-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: CO

Complaint narrative:
On XX/XX/XXXXXXXX  I started to receive alerts on my phone of charges being made on PayPal for XXXX purchases. I also received additional alerts from XXXX XXXX  about suspicious transactions. I immediately called in to report to PayPal, XXXX and XXXX XXXX  that the charges were not authorized. XXXX did not show any sales being made from my XXXX account. I assumed that since I had reported unauthorized activity that I as a customer of PayPal and XXXX since XXXX, that I would be protected and any unauthorized activity would be flagged, and the attempted transactions would not go through. XXXX XXXX  did reverse all the attempted transactions and did refund one of the charges for over {$900.00} that did go through. PayPal then began calling me to collect a debt of over {$7000.00}. I was shocked to learn that this was the amount of unauthorized activity that had occurred associated with my PayPal account. I immediately started to try and find out what had happened and asked PayPal repeatedly why they allowed this to happen to me when I had immediately reported unauthorized activity on XX/XX/XXXXXXXX Turns out there were 6 transactions that occurred by several fraudsters that set up accounts on XXXX and made high dollar purchases of {$900.00} to over {$2100.00}. and used my PayPal credentials to make these purchases. I have no idea how they were able to obtain my PayPal credentials. PayPal did nothing to protect me from this activity, even though I sent them a report from XXXX that defined the names of the accounts used to make the purchases. PayPal only made attempts to change the nature of my complaint from unauthorized activity to me not receiving the items ordered. I was not happy with them changing my case from unauthorized activity to items not received. I maintain that the 6 transactions were unauthorized and were committed by criminals. I reported this activity to local law enforcement, but they were not willing to investigate this matter since they only investigate thefts of over {$10000.00}. The items purchased by the fraudsters were delivered to 2 addresses in Colorado that I am not associated with in any way. When local law enforcement questioned the residence where the items were shown to be delivered, they denied having any knowledge of the deliveries. Law enforcement didn't even bother to question the XXXX  Driver ( s ) that obtained the signatures for the multiple deliveries made that were associated with these high dollar purchase amounts. I tried to get assistance from my Congressional Representative and was contacted by them, but nothing ever came of my request for political leadership assistance. I feel as a citizen that there is no one looking out for people like me. It is only the very rich that get any help from law enforcement or political leaders. I fortunately have XXXX protection and have been trying to get this matter resolved with their assistance. XXXX has made several attempts to PayPal 's Fraud Team to investigate this case, but it has gone nowhere in-spite or repeated submissions of key documents defining the fraud activity with great detail that I have provided to them to help me. No, instead they just send me the same canned response that my case has been decided, and I am liable for the money that was taken out of my PayPal account to make the purchases. I did not make those transactions. I did not receive any goods from this activity ; I reported unauthorized activity immediately and they themselves acknowledge that I reported unauthorized activity, yet they continue to try and collect over {$7000.00} from me for this. I don't understand how this could happen. I did not have a line associated with my PayPal account that would allow for these high-dollar purchases to be made. I probably didn't have more than {$200.00} in my PayPal at the time that these transactions took place. So how is it that the transactions still went through? PayPal is totally useless when it comes to fraud protection for their customers. They even had a national television advertisement touting how they protect their customer 's information from fraud. That is a false advertisement, and I am one person they have done nothing to help me when I immediately reported unauthorized activity.

Company response to consumer: Closed with monetary relief