Consumer complaint received 2024-01-24 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: PA

Complaint narrative:
On XX/XX/2024 my PayPal account was hacked. The hacker added their own phone number then proceeded to send themselves {$500.00} along with a {$14.00} service fee bringing the total to {$510.00} at XXXXXXXX XXXX. 

I have never made a purchase or sent an individual money on PayPal ever. The only history in my account is receiving payments through XXXX. This {$510.00} does not line up with my account history at all. 

I immediately disputed it when I became aware of it around XXXXXXXX XXXX on XX/XX/XXXX and they quickly denied the dispute saying " it lined up with my account history ''. It absolutely does not match any of my previous transactions as I have only received money not sent money through the account. 

I called and the first person I spoke to on XX/XX/XXXX sounded extremely baffled that they denied it because, in his words, " it clearly does not line up with your account history ''. He was apologetic and assured me that with him reopening the case and with the notes he was adding I would definitely get the money back. 

I realized on Tuesday, XX/XX/XXXX that he never reopened the case. 

I called PayPal 4 times on XX/XX/XXXX getting the run around from all different people. All of which told me it was clearly hacking and they don't understand why my original dispute was denied. All 4 said they were reopening the case and I had nothing to worry about. The last person I spoke to said she would file it differently and she thinks the way it was filed was the original issue. She assured me that what she was filing it under would get me the money back. 

On the evening of XX/XX/XXXX I checked in the app and once again realized they never reopened the case. That is a total of 5 PayPal representatives that promised they would reopen the dispute, promised I would get the money back, and promised they fully understood how serious this was and how I was not in the wrong. It was also never filed under anything differently as promised by the last rep. 

I messaged the support chat on the evening of XX/XX/XXXX since the call center was no longer opened. They were able to reopen the case but they refused to file it under what the last representative told me they would file it under. 

Today, XX/XX/2024 I got another e-mail saying they denied my appeal and again that it " lines up with my account history '' when it does not. 

With how many PayPal representatives have said verbally that it was absolutely fraud and they can not understand why my appeals are being denied it seems at this point it may be an internal scam run by employees and covered up by employees. They have full access to accounts. Regardless of if it is a scam run by PayPal or others a crime has been committed and I need help. 

I am attaching screen shots of my account history and the unauthorized transaction made by the hacker to show that this clearly does not look like my account history. I am also attaching copies all of e-mails from PayPal regarding the dispute. I will also be attaching a few comments from folks on social media who have reached out to let me know they have had the same thing happen with PayPal. Attaching about 15-20 out of hundreds of comments and messages I have received from people who have had the same exact thing happen. 

Please, let me know if you need any additional information.

Company response to consumer: Closed with explanation