Consumer complaint received 2025-01-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: GA

Complaint narrative:
I reported several unauthorized transactions to paypal around the XXXX XXXX XXXX  XX/XX/XXXX. They were back to back cash app transactions along with a few transfers. After doing this I changed my password and requested another paypal debit card. I reported this in a very timely manor, and I did everything paypal directed me to do in securing my account. Around XX/XX/XXXX, I once again saw my balance was off. And once again there had been more money taken from my account. And I contacted paypal, opened a claim, told them to cxl the debit card I had just ordered a few days prior, and changed my password. Then I went back and went over my account carefully and found several unauthorized transactions. I once again contacted paypal and once again changed my password ect ect. This time I was told that there was several debit cards linked to my account as well as several phone numbers that had been added to my account. So I deleted every card linked to my account and deleted every phone number that had been added. By now the amount that had been stolen from my account was close to XXXX. At this point I was told my account had been restricted or frozen. Another debit card was ordered. And i was told that until I sent a copy of my photo ID to paypal thur the message center my account would remain restricted. Nothing could go into my account and nothing could be taken from my account. I was assured of this. I even tried to take what money was left in my account out and close my paypal account. I was told that could not be done as long as I had a open claim. So I left it alone, leaving the money I had in the account. On XX/XX/XXXX I got my new paypal debit card and I went to my paypal account. On XX/XX/XXXX, there was XXXX XXXX XXXX  transactions that had been taken out of my account. I was steaming mad by now. So I contacted paypal and was told that I did send my ID to them. I demanded that they send me prof of when I emailed my ID. They could not provide that. So I was transfered to a account speclistis who told me that my account had been verfied thru a text msg. I go onto my account and once again there had been several phone numbers added to my account. At this point I had a idea of who was behind this and I did the right thing and filed a police report here in XXXX XXXX Georgia. The last count was around XXXX transactions that was unauthorized had came thru my account. On XX/XX/XXXX I was given a credit of XXXX for the first claim I filed in XXXX. The transactions they gave me the credit is the same type of transactions that is on the 2nd claim. I have made several calls checking on the status of my 2nd claim and was told that it was rejected due to my history shows that the transctions are a pattern in my normal paypal history. And once again I appealed this and was told if i sent them my time sheet showing I was at work and didnt not HAVE ACCESS TO MY PHONE that I could get the open claim resolved. I did that and once again my claim was rejected. I have offered a copy of the police report and they could careless, I know the detective working my case has requested all information on any claim i have filed over the past month. Anyone can look at my history and see that I dont use cash app and that i dont send back to back to the same person. I have done everything I know to do, trying to get whole again. And it is always some reason why paypal cant do what is the right thing and give me the credit i should get. This has put me in huge bind. I would never file a false police report on anything. But I was told that paypal dont use things like police reports in the claims process. This is a company that handles payments as well as they offer direct deposit and other financial services. And they dont use or honor a police report. That is bad business on several aspects of business. I feel a fair solution to this problem is a credit for the open claim of about XXXX give or take. I also feel like paypal should be made to post the company policy in plain site on their home page. And they need more customer service training. They should be under the same regulations as a bank if they issue a debit card and provide customers direct deposit. That is very reasonable.

Company response to consumer: Closed with explanation