Consumer complaint received 2023-09-21
Company: Paypal Holdings, Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX, I used the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  app to request {$930.00} USD from my husband through PayPal. My husband accepted the request which transferred the money from his PayPal to my PayPal. Next PayPal automatically transferred {$930.00} to XXXX and it was properly credited to my XXXX account from PayPal on XX/XX/XXXX. ( PayPal Transaction ID : XXXX ). This is how the XXXX XXXX XXXX XXXX is supposed to work. 

However, in an email correspondence from PayPal on XX/XX/XXXX XXXX from PayPal stated the following. " In XXXX, PayPal had some technical issues where some transactions were duplicated. '' Due to this technical issue, on XX/XX/XXXX the request for {$930.00} was duplicated to my husband 's PayPal account and he responded to the request, thus withdrawing another {$930.00} from his PayPal which was successfully transferred into my PayPal account as verified by PayPal Transaction ID : XXXX. As soon as the money entered my PayPal account it was automatically transferred by PayPal to XXXX under PayPal Transaction ID : XXXX. However, this money never was credited to my XXXX balance. Therefore, I am owed {$930.00}. 

I contacted PayPal on more occasions than I can count to resolve the issue. Upon review of PayPal 's Office of Executive Escalations in an email on XX/XX/XXXX they stated " PayPal successfully sent the {$930.00} USD payment to your external wallet XXXX ending XXXX. '' I asked PayPal to clarify what this XXXX account was, as it did not match my XXXX account number. PayPal 's response on XX/XX/XXXX stated : " The account ending in XXXX is XXXX. This is an external wallet with XXXX XXXX. PayPal does not own that account and can not provide instructions on how to access it as it would be with XXXX XXXX. '' Upon requesting more information on this account on XX/XX/XXXX PayPal stated : " Due to the privacy and security of our customer accounts we are unable to see the full account number. However the last XXXX are XXXX. '' Followed by the statement " We successfully sent the money to the account mentioned above and we do not have the funds in our possession. '' I then contacted XXXX on various occasions to resolve the issue. XXXX requested the following information : " If you paid with a non-XXXX XXXX online account/third-party vendor or bank/wire transfer, please send a transmittal form, which you can obtain from your financial institution. The transmittal form should include the bank routing and transit numbers as well as the XXXX XXXX account number to which the money was credited. '' When I contacted PayPal to obtain such information their response was : " As PayPal is a payment platform, we do not have a routing number that we can share. We only act as a medium through which transactions can be processed. '' I shared this information with XXXX and I uploaded all the correspondence I received from PayPal to help clarify the issue. Yet, XXXX closed my case XXXX times with no outcome. 

It seems as though PayPal is passing the burden to XXXX with no clear way to help me resolve the issue, even though they had the funds in the first place. They should be able trace the funds and provide exact information of where funds are going when they leave PayPal possession.

Company response to consumer: Closed with explanation