Consumer complaint received 2025-04-07 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: UT

Complaint narrative:
On XX/XX/XXXX I called what I thought was XXXX Help, I pulled the wrong number off of the internet ( XXXX ), as the representative answered the phone claiming to be " XXXX XXXX  '' I told them my issue. I have had multiple hacks during this last week, I did change my passwords and attempted to manage the situation, I was having an issue with a profile being added to my account that I was unable to remove. The rep said that he'd assist me in resolving the issue and asked if I used XXXX XXXX or any other digital XXXX party pay sites. When I confirmed that I used XXXX, he said he'd need to call me with a different number ( XXXX ) and then claimed that XXXX  & Paypal fell under the XXXX XXXX. I have since verified that this was incorrect. He had me install XXXX XXXX so he could remote access my phone. He then initiated a transfer with my wife for {$2900.00} and had another rep call her to re-send that amount back to me. He also had me create a XXXX XXXX XXXX, and when I asked for the reason he said it was needed to verify that the system was working, or something similar. 

What followed was XXXX hrs of verifying my info and attempting ( what I thought were internal ) transfers. During this time, through the XXXX Host app, he connected the new Debit Card to my XXXX XXXX  account and XXXX Pay account. He also had me go through and delete any attached devices to my XXXX  account, clear any expired cards on my account and told me that I was waiting for the XXXX  system to essentially clear the XXXX  system cache as there was an attempt to buy crypto currency on my account from Texas and Ohio. He also had me increase my XXXX  security by adding biometrics and a PIN to my XXXX  account, I thought he was attempting to assist me due to this. I was frustrated as I was on & off hold during this time unable to do anything. Toward the end of the call, I again asked about my XXXX account issue and he again reassured me that he will assist in resolving it after we take care of my XXXX  hacking situation. Around the XXXX hour mark, he stated that he needed to disconnect the call and that he would be calling me the next day ( XX/XX/XXXX ) to finalize and finish the securing of my XXXX  account. I asked if he was getting off the phone as his shift was over, but he evaded the question and again said he needed to disconnect but would be calling me the next day as I still needed to receive the system confirmation emails that my account was clean. 

The next day ( XX/XX/XXXX ), the rep that I had been talking to again called me back from the XXXX number and after reconnecting to my phone through the XXXX Host app, added a XXXX XXXX  account and initiated a {$1000.00} transfer that went through. He stated that he needed to put me on hold again to have the XXXX  servers finish the clearing of my data, and I complied. Again, I sat on hold for over an hour before he came back on and then had me verify my bank information. After I logged in, through the screen sharing app, he then transferred my savings into my checking account, at this time I started questioning him as to what he was doing. He attempted a bank transfer to XXXX, to which I stopped and asked him again to clarify what he was doing. He apologized and went back to my XXXX  account and initiated the XXXX XXXX transfers of {$400.00}, {$1000.00}, and {$580.00}. As the transfers were done through a routing number that he imput, I did not see to whom it was being sent to until the system sent the confirmation emails. As I started to receive the confirmation emails he said : " You just lost {$2000.00}, bye. '' And promptly disconnected the line. 

I called the initial number that I used to originally contact them, and when they answered with " XXXX XXXX  '', I questioned their business ' integrity and was met with " No, no, we are XXXX XXXX, can I have you verify your information? '' I then disconnected the call and XXXX XXXXXXXX Customer Support ( XXXX ) and upon hearing the automated " XXXX  XXXX, for assistance with ... '' I realized that I had been duped. When I talked to your Representative, I explained the situation and my account was then frozen while the XXXX XXXX XXXX XXXX XXXX XXXX dispute claims were filed.

This is the situation that I find myself in. I am very frustrated that I initiated the call that resulted in my getting scammed. Any assistance in resolving this issue would be greatly appreciative. If you have any questions or there are any complications, let me know so that we can resolve them as quickly as possible.

Company response to consumer: Closed with monetary relief