Consumer complaint received 2025-01-27 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Paypal Holdings, Inc
State: CO

Complaint narrative:
To Whom This May Concern : On XX/XX/year> I noticed that an unauthorized transaction was on my PayPal account for {$200.00}. I promptly called PayPal to dispute the charge, believing that my account was compromised. I then started receiving alerts of other unauthorized transactions and realized that instead of my online PayPal account being taken over, my car was broken into. Among the various personal items that were stolen, my physical PayPal debit card was taken. The thieves used the card locally at nearby XXXX, XXXX, and XXXX stores. I filed a police report with the XXXX XXXX police department, report # XXXX. XXXX XXXX investigated the theft and was able to capture a photo of a man and a woman using my debit card from XXXX XXXX in XXXX and I confirmed that I do not know who those people are and they are not authorized to use my card. I filed disputes for the following transactions and here is where they stand as of filing this complaint : {$200.00}, XXXX, XX/XX/year> : Denied {$35.00}, XXXX, XX/XX/year> : Refunded {$33.00}, XXXX, XX/XX/year> : Refunded {$400.00}, XXXX, XX/XX/year> : Denied I have attempted _ times to appeal my outstanding denied disputes. I have asked several times what else PayPal needs besides the police report and the images from XXXX XXXX to refund me my remaining stolen money of {$610.00} and each time I am assured that there is nothing else they need from me and that this issue will be resolved ; yet as of filing this complaint, it still is not. Below are the following reasons listed as to why my disputes and my appeals have been denied and my rebuttals against them : The card was used in person, showing a CHIP transaction The physical card was stolen so the thieves used it in person on each premises. 
The account owner logged into their account at the time these transactions took place I was on the phone with a PayPal customer service representative while disputing these unauthorized charges on my stolen card. There is record of this on the recorded phone calls. Logging into my online account does not correlate with the physical card being used elsewhere without my authorization.

The transactions that took place are not unlike previous transactions made by the account owner The transactions occurred at store locations local to me as the physical card was stolen rather than an online account takeover. They also used the card at grocery store/gas stations, places all people often frequent.

There were funds recently added into the account and only the account owner would have known there were funds in this account This reasoning is the most circumstantial. I work as an independent contractor in freelance and can only receive funds through PayPal from the company I work with and am paid sporadically only after I complete each gig. Fraudsters often attempt to use whatever is available when stealing debit cards.

This process has been frustrating. I was violated and though I am a long-time customer, PayPal has not done its due diligence to look into my appeals as they would see there is no doubt these transactions were fraudulent and should be refunded. Fraudulent transactions are recognized as either unauthorized access to an online account or physically stolen cards which the latter is what has occurred. I have made various attempts to address this with PayPal directly and attempt to speak with those that make the determination on my appeals but have been unsuccessful. I not only canceled the stolen PayPal debit card, but also had to request a new drivers license, and other cards replaced as those were all stolen from me. I am unsure why only the smaller amount transactions are the only ones that accepted my disputes, however I need the two outstanding transactions ( {$610.00} ) refunded as soon as possible and I will continue to pursue this until this is made right.

Company response to consumer: Closed with monetary relief