Consumer complaint received 2025-11-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
On XXXX I discovered 8 unauthorized transactions on my PayPal XXXX XXXX XXXX . I immediately locked the card and reported the unauthorized use. A case was opened for the first seven transactions. I was told that the XXXX one in the amount of {$44.00} was still pending and would not go through ( it did ). I was told that investigations usually take 7-10 days and I was sent an email detailing the disputes. The email showed an individual case # for each of the seven transactions. The dollar amounts for each one were {$2.00} less than the actual amount. When I called back I was told it was because the transactions were at an ATM and that was the transaction fee. i explained that those amounts should be included in my disputes because they were debited from my account. The representative agreed but said the amounts could not be changed because the cases had already been submitted but a notation was being made on my account and when monies were posted back to my account I would need to call back and request the additional money be refunded as well.

On Wednesday I discovered that the transaction in the amount of {$44.00} had been processed and debited from my account. I also received an update on one of the cases by email. One of the transactions in the amount of {$280.00} on XX/XX/XXXX was denied because " There is consistent login activity on the account before, during and after the transactions in question. In reviewing the disputed transactions, it appears that the debit card was physically present. In addition, the amount of the used indicates the transaction was completed with a knowledge of the PayPal account balance. Only the account holder would have access to the card and knowledge of the account balance. Their is insufficient evidence to support your claims of unauthorized use ''. I did some investigating on my own and contacted XXXX XXXX XXXX to try and get store locations for the store # 's identified as location of the withdrawal. I was told by XXXX that they are not valid store # 's and are not associated with any XXXX store. I conveyed all of this information by phone to PayPal and another case was opened for the transaction in the amount of {$44.00}. I was told that denied case would be reopened and the new information would be forwarded as well.

Since then 7 0f the 8 unauthorized transactions have been denied for reasons previously stated. It seems to me that PayPal has not done a very extensive investigation. They obviously have not checked out the store location information.

I have reported this to my local law enforcement agency, the XXXX, XXXX  Police Department, XXXX. The report was taken by XXXX. XXXX. Incident # XXXX. 

I have also reported it to the FBI 's Internet Crime Complaint Center ( IC3 ) at ic3.gov.

Here are the unauthorized transactions : Date Location Transaction ID Amount XX/XX/XXXX XXXX XXXX # XXXX XXXX {$300.00} XX/XX/XXXX XXXX  XXXX # XXXX XXXX {$280.00} XX/XX/XXXX XXXX XXXX # XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX # XXXX XXXX {$280.00} XX/XX/XXXX XXXX XXXX # XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX # XXXX XXXX {$280.00} XX/XX/XXXX XXXX  XXXX # XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX XXXX {$44.00} XXXX  # XXXX

Company response to consumer: Closed with monetary relief