Consumer complaint received 2026-04-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: FL

Complaint narrative:
I am filing a formal complaint regarding XXXX failure to properly investigate unauthorized electronic fund transfers from my account. On XX/XX/year>, multiple unauthorized transaction attempts were made through my XXXX account to XXXX in the amounts of {$500.00}, {$100.00}, and {$50.00}. I received email notifications approving these amounts, followed immediately by notifications that the transactions were declined. I did not initiate, authorize, or approve any of these transactions. According to a XXXX support agent, the system continued to retry these transactions multiple times after the initial declines until they were eventually approved. Despite these repeated attempts, I did not receive any additional alerts, confirmations, or security notifications beyond the initial emails. Two transactions totaling {$600.00} ( {$500.00} and {$100.00} ) were ultimately processed and charged to my bank account. Immediately after receiving the initial unauthorized transaction emails, I took action to secure my account, including closing my XXXX account to prevent further activity. At that time, there were no pending transactions reflected in my linked bank account. Despite this, the transactions were later processed and posted to my bank account the following day without my authorization. XXXX indicated that their determination relied on IP address data. However, the IP address associated with the transactions appears to originate from a cloud hosting provider ( not my personal device or residential/mobile network ), which is not consistent with my normal account access. This suggests the use of a VPN, proxy, or otherwise masked connection, which is commonly associated with unauthorized access. An IP address alone does not establish that I authorized these transactions. I did not access my account through any cloud-based or proxy network. The pattern of repeated transaction attempts following declines, combined with approval after multiple retries and lack of additional authentication, is not consistent with normal consumer behavior and strongly suggests unauthorized or automated activity. XXXX failure to flag, block, or require additional verification for these repeated attempts, along with their reliance on insufficient evidence such as IP data, does not meet the standard of a reasonable investigation under the Electronic Fund Transfer Act ( Regulation E ). I promptly reported the issue and filed a dispute ( Case ID : XXXX XXXX XXXX XXXX denied my claim without providing meaningful explanation or documentation and stated that no further escalation is possible. This matter is currently under investigation with my bank, and XXXX lack of cooperation is impacting my ability to resolve the dispute. I did not authorize these transactions at any time. I am requesting that XXXX : Reopen and conduct a proper investigation Provide all documentation used in their determination ( including device, login, and IP data ) Reimburse the full {$600.00} in unauthorized transactions

Company response to consumer: Closed with monetary relief