Consumer complaint received 2025-02-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, CA XXXX XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau ( CFPB ) Subject : Formal Complaint Against PayPal for Unauthorized Transactions and Account Mismanagement Dear CFPB Representative, I am writing to formally file a complaint against PayPal regarding unauthorized transactions on my account, inadequate customer service response, and incorrect account restoration. 

Below is a detailed account of the events : On XX/XX/year>, my PayPal account was compromised. A hacker withdrew {$15000.00} from my savings account, converted it into XXXX XXXX, then into XXXX, and transferred it out of my account. Additionally, they accessed and drained the small amount of crypto I previously held. Later that morning, I was alerted by PayPal about suspicious activity. Upon attempting to log in, I discovered that my password had been changed. After regaining access, I was shocked to see multiple unauthorized transactions that occurred early that morning. 
I immediately contacted PayPal. After a 45-minute wait, I reached a representative who assured me that all transactions on XX/XX/XXXX had been frozen. I was advised that an investigation would take between 5 to 45 days, and I received case number XXXX. 

After eight days, I followed up for an update, only to learn that PayPal had sent an email that I never received due to an account hold. I was required to submit my drivers license to verify my identitya requirement that was never clearly communicated to me by customer support on XX/XX/XXXX. 

Upon finally receiving PayPals response, I was outraged to learn that they found no wrongdoing in the transactions from XX/XX/XXXX. I escalated my case to Supervisor XXXX, who was able to confirm that a VPN from outside the U.S. had been used to access my account, as noted by a prior representative named XXXX. Despite this evidence, PayPals review board had initially dismissed my claim. 

XXXX was instrumental in restoring my savings account and crypto holdings, including XXXX, XXXX, and XXXX XXXX. However, a major issue remained : my PayPal balance showed that I owed - {$34000.00}, an error that should not exist. Additionally, an extra XXXX  balance of {$16000.00} appeared, further indicating financial discrepancies. Prior to the hack on XX/XX/XXXX, my PayPal balance was XXXX, and my savings account balance was {$15000.00}. My request is simple : I want my account restored to its pre-hack state. 

Despite my persistence, the issue remains unresolved. On XX/XX/XXXX, I spoke with XXXX XXXX, who displayed a lack of understanding and concern about my case. She blamed me for the transactions and dismissed my concerns, stating that PayPal found nothing wrong. She then ended the call abruptly. Within 24 hours, I received an email from her stating the same conclusion : that PayPal found no issues and that I was still liable for the - {$34000.00} balance. 

This response is completely unacceptable. The failure of PayPal to properly investigate and resolve this issue has left me with an incorrect balance and financial distress. Their inconsistent handling of my case and the failure to recognize clear signs of fraud have resulted in unnecessary delays and emotional distress. 

I urge the CFPB to investigate PayPals handling of my case and ensure that they take proper corrective action. I request a full restoration of my account to its state before the hack on XX/XX/year>. 

Thank you for your time and consideration. Please let me know if any additional information is required. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation