Consumer complaint received 2022-07-10
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/2022, I used Paypal & its subsidiaries to book a stay with XXXX for a total of {$2300.00}. Payment confirmation attached in Exhibit XXXX. Paypal processed the payment in the wrong currency ( GEL instead of USD, at a punitive exchange rate ), even though the website showed a price in USD. I attempted to undo the transaction, and submitted a dispute resolution claim to Paypal to change the currency. The claim was intended to be submitted for an amount of {$0.00}, as I was not disputing the transaction itself, but I accidentally fat fingered {$0.00}. When I attempted to correct the amount or withdraw the claim, the Paypal website crashed and continued malfunctioning. 
On or about XX/XX/XXXX, I called Paypal in an attempt to resolve the issue. The Paypal call center agreed to correct the currency but refused to undo the claim, on the grounds that it is a small amount and it will die itself. 
On XX/XX/XXXX, I received notification from XXXX that my reservation was cancelled because of a dispute with Paypal. Email attached in Exhibit XXXX. I subsequently received a separate notification from Paypal that my dispute for {$0.00} was approved Exhibit XXXX. However, I was not refunded the full amount of the reservation the remaining {$2300.00}. 
Upon receiving notification of cancellation but no refund of the 99.997 % of the purchase price, I attempted to open a new claim with Paypal for the remaining {$2300.00}. However, the Paypal website prevented me from doing so as a claim on the same transaction was already approved. 
After multiple futile attempts to have Paypal reopen the claim through its website, I contacted XXXX on XX/XX/XXXX. Record of our correspondence attached in Exhibit XXXX. XXXX stated that I should contact Paypal as funds had been returned to Paypal, with transaction ID XXXX. 
On XX/XX/XXXX, I called Paypal. Paypal opened a new claim, however, it was denied on XX/XX/XXXX denial attached in Exhibit XXXX. Paypal motivated its denial on the grounds that the item or service was delivered to you, according to Paypal records. Nonetheless, the reservation continued to be clearly cancelled per XXXX records ( screenshot from XXXX website in Exhibit XXXX, incremental to cancellation email in Exhibit XXXX ). 
On XX/XX/XXXX, I tried once again to call XXXX, who once again confirmed that a full refund was provided to Paypal ( see XX/XX/XXXX message in Exhibit XXXX ). I once again called Paypal, which once again refused to provide the refund. Record of message sent from Paypal attached in Exhibit XXXX. I have received no further communications from Paypal. 
In sum, Paypal XXXX wilfully misled me as to payment currency, XXXX caused a cancellation of my reservation with XXXX, XXXX refused to consider compelling evidence of non-delivery of service to me, and XXXX engaged in unjust enrichment by refusing to return to me funds that were refunded to Paypal by XXXX, as confirmed in writing by XXXX

Company response to consumer: Closed with explanation