Consumer complaint received 2025-07-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: Paypal Holdings, Inc
State: WA

Complaint narrative:
XX/XX/year> : My PayPal account was hacked and {$2000.00} was transferred to a XXXX XXXX account the hackers set up. The hackers turned off SMS and email notifications, so I was unaware of the transfer until XX/XX/year>. ( After my own investigation, I found my PayPal acct was accessed on XX/XX/scrub>XXXX XXXX XXXX An email address, XXXX, AND a bank account, I believe it was the XXXX XXXX account, were added and SMS notifications were turned off. ) XXXX XXXX XXXXXX/XX/year> : I submitted a report of unauthorized use to PayPal ( case # XXXX ) and within XXXX minutes PayPal had already responded via email that the transfer was NOT unauthorized. I removed the XXXX XXXX XXXX email address from my account and replaced it with my actual XXXX address ( which was very similar ). I removed a phone number ( that ended in the same XXXX digits as my sons phone number, but I had not previously added that number ) and added my husbands phone number. I removed the scammers XXXX XXXX bank account, changed my password, and appealed PayPals decision that this transaction was not unauthorized. I did not make the transaction, nor did I authorize it. 

XX/XX/year> : My appeal was denied. 

XX/XX/year> : I received an email that a transaction of {$5000.00} was requested from my XXXX XXXX XXXXXXXX account into my PayPal account. I DID NOT MAKE THIS REQUEST. I even got an email from PayPal stating they were pausing some of my features because It looks like someone was trying to use your PayPal account without your permission. I submitted ANOTHER unauthorized use report, case XXXX XXXXXXXX XXXX The hackers somehow still had access to my account. I then contacted XXXX XXXX XXXXXXXX and stopped the transaction. I called PayPals customer service team number, XXXX, regarding the appeal denial AND the unauthorized attempted transfer that just occurred. I spoke to XXXX. I reiterated to her that I had NOT made the transfer to the XXXX XXXX account on XX/XX/XXXX and wanted to elevate PayPals denial that it was NOT unauthorized. I also explained that the hackers were back in my account and had attempted to transfer funds from my XXXX XXXX XXXXXXXX account into my PayPal account. XXXX told me the {$2000.00} transfer would be investigated, to ignore the case denial emails and that she personally would call me back on XX/XX/XXXX with an update. She never called. 

XX/XX/year> : Received PayPal email regarding the attempted {$5000.00} transfer ( case XXXX XXXXXXXX XXXX XXXX We've completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. Again, PayPal emailed me on XX/XX/XXXX because they suspected unauthorized use. 

XX/XX/year> : I changed my PayPal password again. 

XX/XX/year> : I called the customer service team phone number again. I explained the whole situation to another rep who told me to file with XXXX because they could not investigate without the report from XXXX. He also told me to contact XXXX XXXX to file a complaint. I then filed the report with XXXX and contacted XXXX XXXX. However, XXXX XXXX can not assist as I do not have an account with XXXX XXXX. I called customer service team phone number again and the automated PayPal system stated my case was closed and I am unable to reopen the case. I eventually got a PayPal rep on the phone for the second time on XX/XX/XXXX and explained the situation again. This rep said he would reopen my case and " transition it to another reason. '' Instead of unauthorized use, it would be something he referred to as XXXX XXXX XXXX  ( difficult to hear him ) and that I would get another email as soon as our call ended and that he would call me back within XXXX days. I asked him twice to email me while I was on the phone, and he said he could not email me until the call ended. I still have not received that email or a call back. I also requested and received my personal data from PayPal which included an Additional Information XXXX file that shows dates and IP addresses used to access my PayPal acct. If PayPal had done even the most basic investigation they would have found the irregularities in the access to my account. 

XX/XX/year> : Called PayPal again regarding he {$2000.00}. XXXX, the representative, changed the reason for filing the case and I received and email with this information while I was on the phone with her. She insisted this would be investigated and that I would hear back within XXXX  days. I do not have faith they will find in my favor. 

In XX/XX/year>, my PayPal was hacked in a similar way for over {$40000.00} ( multiple $ XXXX amounts ). PayPal reversed all those transactions within XXXX days. At that time, I changed my access info ( email, login and password, phone numbers, security questions ) and turned my SMS and email notifications back on. I did not notice the XXXX XXXX account that had been added. I believe PayPal was able to reverse those transactions because the fraudulent XXXX XXXX account was still linked. Because I removed that account on XX/XX/scrub>XXXX XXXX XXXX it was not an easy fix, so PayPal simply did not pursue.

Company response to consumer: Closed with explanation