Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #17997327
Complaint Overview
Complaint ID: 17997327
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: California
ZIP Code: 941XX
Date Received: 2025-11-29T12:00:00-05:00
Date Sent to Company: 2025-11-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, a stranger on the street gained access to my phone and made an unauthorized transfer of {$3000.00} from my XXXX account to himself. I did not authorize this transfer in any way. I discovered the transaction immediately and reported it to XXXX on the next day. I also filed a police report and provided XXXX with the official police report number and documentation. Despite this, XXXX concluded that the transfer was valid, even though I did not perform or approve it. This was an unauthorized electronic fund transfer under the Electronic Fund Transfer Act ( EFTA ) and Regulation E. I reported the incident promptly, provided evidence, and complied with all requests. XXXX investigation was inadequate and did not address the fact that the transfer was performed by a stranger without my permission. I am requesting that the company reinvestigate the incident under Regulation E and recredit the {$3000.00} that was transferred without my authorization. I am also requesting that they provide documentation supporting how they determined the transfer was authorized.
Frequently Asked Questions
What is Complaint #17997327 about?
Complaint #17997327 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2025-11-29T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.