Someone Hacked in and took all my money and PayPal is denying my dispute.

[AshkonP]

Hi Everyone,

I am dealing with a situation which I never thought I had to deal with in my entire life. 

Someone has hacked my account, added a bank account (CITI Bank) and transferred all my money to $4.6K. Paypal says that this was not unauthorized closed the case and rejected my appeal. 

This is crazy because when I spoke to one of the supervisors, she said "I can see that the IP that was used to add the bank account and submit the transfer request was done from an irregular IP address, the back office team should have no problem seeing this and processing your request." 

But still, the case is denied and the customer service now saying it is what is and that I cannot do anything.

How could this be? I am shocked to see this from PayPal. I have lost all my trust in this platform. 

Does anyone have any solution to this? I have searched the forums and saw others having similar issues. 

[PayPal_Olivia]

Hi @AshkonP, 

Thank you for your post! I'm so sorry that the case was not decided in your favor, especially in light of the information given to you by the Customer Service teammate you spoke to.

I recommend that you contact Customer Service again for assistance, and let them know the entire timeline of the situation including the details of the last conversation. If you would like, you can reach out by direct private message to our Social Media Customer Service team via Facebook, Instagram, or Twitter/X.

I truly hope that this can be resolved as quickly as possible!

Olivia

[SMedina1515]

I'm sure it's been going on for longer but something similar to this happened to me. Somebody somehow managed to withdraw cash at a CITIBANK ATM the crazy part is it shows that I used my debit card when I only have 1 and it's been in my wallet and to my knowledge nobody took it from my wallet because I had it with me. 2 withdrawals 1 for 300 the other for The email receipt I got shows the location where it was made too. So I went to the place and the manager suspiciously said I can't show it to you you have to get the cops but the pm manager had tolde he would show me because that's how humans should be helping each other instead we have **bleep** like PayPal stealing and not giving a **bleep**. I'm closing my account ASAPand what do they tell you when you contact them " aww we're sorry this happened to you" **bleep** you **bleep** thieves!

[PayPal_Meghan]

Hello @SMedina1515, 

Thanks for stopping by the PayPal Community Forum! 

I can certainly understand your frustration with not having received a refund for unauthorized debit card transactions. If you have already filed a dispute through PayPal but it wasn't approved, you can reach out to Customer Support to request an appeal by calling the number on the back of your card. If that's already been done, reaching out to your local law enforcement to determine what next steps are available is recommended. They may be able to provide further insight. If you'd like to learn more about what Purchase Protection is offered for the PayPal Debit Card and PayPal Business Debit Card, I have linked their User Agreements. 

I apologize for the negative experience and frustration this has caused you, and I hope you receive a refund soon. 

- Meghan