Consumer complaint received 2019-01-10
Company: Paypal Holdings, Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
In XX/XX/XXXX, a consumer used his credit card to make a purchase he authorized with my business.There were 3 separate charges to his XXXX XXXX card which were processed through my merchant account with Paypal : XX/XX/2018 in the amount of {$820.00}, XX/XX/2018 in the amount of {$2400.00}, and on XX/XX/2018 in the amount of {$2500.00}. The total for the three purchases was {$5700.00}. XX/XX/XXXX the consumer did receive and use what he purchased and had no  complaints whatsoever. On XX/XX/XXXX the consumer mistakenly forgot about the charges and disputed the charges with his XXXX. As a result, Paypal immediately reversed charges and refunded the consumers XXXX XXXX card immediately withdrawing the {$5700.00} from my Paypal balance. After speaking with the consumer in regards to the matter, he acknowledged his error and contacted XXXX XXXX to again approve the 3 charges. I explained all to Paypal in writing. Paypal told me that it could take up to 80 days to resolve a chargeback dispute and that they would investigate the matter. Under the direction of the consumer on XX/XX/XXXX XXXX XXXX then dropped the dispute and reapplied the charges to recredit my account, sending the money back to Paypal to refund to me. I subsequently have contacted Paypal several times by email, phone and fax to determine when the {$5700.00} would be re-credited to my account. Paypal tells me they have not heard anything from XXXX and has received no money back from XXXX. I notified the consumer of this. He initiated a 3 way conference call with myself, himself and XXXX who verbally told me they refunded the money to Paypal to return to my merchant account XX/XX/XXXX. The XXXX XXXX provided the control number for the reversal transaction. Paypal continued to deny receiving any funds returned. On XX/XX/2018 XXXX provided me with a letter clearly stating they cancelled the dispute and sent the charge money back to paypal to refund me on XX/XX/XXXX. I forwarded the letter from XXXX to Paypal chargeback department yet they still continue to deny that they have received the money from XXXX. Paypal has conducted no investigation of the charge back. I have spoken with a supervisor at Paypal to help me get my money redposited into my account. Paypal is now wrongfully withholding my money for 90 days, despite my multiple attempts to rectify the situation. I've completed a Paypal online appeal process, I've called on numerous occasions, and each time have had to wait 2 to 3 hours to speak with a representative about this matter. Each time, I've been told that they have no updated information regarding the matter since XX/XX/XXXX when the original charge back dispute was filed in error. 



It is my belief that Paypal as a financial institution is behaving unprofessionally, fraudulently and is wrongfully withholding my money. I have complied with any and all instructed actions in an attempt to resolve this matter. I am filing this complaint in the hopes of receiving any assistance you can provide. I am forwarding the letter from XXXX stating they gave Paypal my money on XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief