Consumer complaint received 2026-05-29 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: CA

Complaint narrative:
Despite multiple contacts with PayPal customer support, I have not received a satisfactory explanation or resolution. Because of the seriousness of this issue, I am forwarding this complaint to PayPal executive leadership for review and action. I previously discussed this issue with XXXX ( XX/XX/XXXX ), XXXX ( XX/XX/XXXX ), XXXX ( XX/XX/XXXX ), XXXX ( XX/XX/XXXX ), and most recently XXXX ( XX/XX/XXXX ). Unfortunately, I still have not received a satisfactory explanation or resolution. The issue concerns payments I sent to my nephew during XXXX. My nephews correct PayPal email address is : XXXX However, multiple payments were apparently routed to : XXXX This is NOT my nephews email address. The critical point is that I did NOT manually enter this incorrect email address. I consistently used the Send Again links automatically generated by PayPal on my Home Page for previous recipients. At no point did I knowingly change or edit the recipient information. My nephew later contacted PayPal and spoke with a representative named XXXX, who reportedly confirmed that : 1. The email address on his PayPal account has never changed. 2. The email address XXXX has apparently never even been associated with a PayPal account. This directly contradicts what I was told by XXXX on XX/XX/XXXX, when he repeatedly claimed that my nephew must have changed his email address. That statement appears to be incorrect. Additionally, I was told that I should always go through Send & Request and manually enter the recipient email address each time I send money. If that is truly PayPals expectation, then why does PayPal prominently create and display Send Again shortcuts for prior recipients on the Home Page? The evidence strongly suggests that the recipient information associated with the Send Again feature was somehow incorrect during XXXX, and later corrected again by early XXXX, because my nephew DID successfully receive a payment I sent in XX/XX/XXXX. I also want to point out a serious usability and security concern in PayPals interface : On the payment preview screen, PayPal prominently displays only the recipients name, not the recipients email address. The confirmation email similarly identifies only the recipients name and omits the recipients actual email address. If the recipient email address had been displayed clearly, I likely would have noticed the problem much earlier. Including the email address alongside the recipients name would provide an important safeguard against misdirected payments. I am requesting : 1. A formal investigation into how the recipient email associated with the Send Again shortcut changed. 2. A detailed explanation of where the funds were actually sent. 3. Recovery assistance for the affected transactions. 4. Escalation to a manager or executive resolution specialist. 5. Consideration of UI changes so recipient email addresses are displayed clearly during payment review and in confirmation emails. Please confirm that this matter has been escalated and provide a case number along with the name of the manager assigned to review it.

Company response to consumer: Closed with explanation