Consumer complaint received 2026-05-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: MA

Complaint narrative:
I am submitting this complaint regarding an unauthorized bank account linkage and disputed transaction activity involving my XXXX account in the exact amount of {$380.00}. XXXX informed me that a bank account associated with XXXX XXXX was added to my XXXX profile on or about XX/XX/XXXX. I did not authorize or add this account. I have no account relationship with XXXX XXXX associated with the information XXXX referenced. The unauthorized transfer of {$380.00} to the alleged XXXX XXXX account occurred on XX/XX/XXXX under XXXX Transaction ID XXXX. At present, the XXXX XXXX account no longer appears on my XXXX account. I did not remove the account and do not know how or why it was removed. After discovering the issue, I disputed the transaction and requested supporting documentation from XXXX showing : 1. How the account was added, 2. What authentication or verification methods were used, 3. The identity information associated with the addition of the account, 4. IP logs, device information, or access records, 5. Copies of any investigative findings relied upon to deny my claim. XXXX denied my claim without providing sufficient supporting evidence or documentation explaining the basis for the denial. At XXXX suggestion, I contacted XXXX XXXX telephonically on or about XX/XX/XXXX. However, I was unable to confirm the existence of any account in my name associated with the information XXXX referenced. Note : I only possess the last four digits of the alleged account number. I could access a complete account number using my XXXX interface, and XXXX did not provide the complete account number at XXXX XXXX. I subsequently requested additional documentation and clarification from XXXX. On XX/XX/XXXX, I contacted XXXX support again after receiving no meaningful response to my prior request for documentation. During that communication, I was informed that the matter would be escalated. I also requested copies of the XXXX chat communications relating to this dispute. XXXX informed me that their system does not provide a method for emailing copies of customer chats to users. However, XXXX indicated that those chats are retained within their internal systems. My concerns are : An unauthorized external bank account appears to have been linked to my XXXX account, The account later disappeared from my XXXX account without my involvement, Funds were transferred from my account to that alleged bank account, XXXX denied the dispute without adequately explaining the basis for the denial, I have not been provided meaningful investigative documentation despite requesting it, Relevant chat communications are apparently retained by XXXX but are not being provided to me, I remain concerned that XXXX did not conduct a reasonable investigation consistent with Electronic Fund Transfer Act / Regulation E consumer protection standards. I am requesting that XXXX : 1. Reopen and fully investigate the dispute, 2. Provide all documentation and records relied upon in denying the claim, 3. Provide copies or transcripts of all chat communications relating to this matter, 4. Explain how the bank account was added and authenticated, 5. Explain how and why the XXXX XXXX account later disappeared from my XXXX profile, 6. Confirm whether the linkage involved unauthorized access to my account, 7. Reimburse the unauthorized transfer amount of {$380.00}. I am also requesting preservation of all electronic logs and records related to : Account access, Device/IP history, Authentication records, Bank account linking activity, Internal fraud investigation notes, Customer support chat records.

Company response to consumer: Closed with monetary relief