Consumer complaint received 2018-12-13
Company: Paypal Holdings, Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Good morning, and thank you in advance for any help you may be able to lend to help me resolve a problem with a transfer and the dissapearance of {$1700.00}. 

On XX/XX/XXXX, I initiated two ( 2 ) money transfers from XXXX  to my bank, XXXX XXXX XXXX. One was for {$120.00}, and the other for {$1700.00}. 

The {$120.00} hit my account on XX/XX/XXXX, but the {$1700.00} did not. 

I immediately contacted XXXX, and they said it takes up to 3 business days, so I waited and called them again on XX/XX/XXXX, when the monies were not there. I was told it would hit the account by the end of business day. 

On XX/XX/XXXX, I went to the bank. The bank alleged they never received the monies, and there were no rejected transactions on my account. I then called XXXX and they said they could see the money had been accepted by the bank, and that it should hit by the end of the business day. They said that if the transfer had been rejected, XXXX  would have emailed me right away, so this was, on their end, a successful transfer. 

Since then, I have been passed around like a hot potato between XXXX and XXXX, both saying they do not have the money. 

On XXXX, I requested an escalation with XXXX  and asked for a supervisor. I spoke to XXXX, and asked him to own the problem, as every time I called I had been passed around to different people and had to explain the problem over and over. I got an email from him ( case # XXXX ), and agreed to keep me updated with any developments on this case. I requested that they provide me with a trace number for the transfer. 

On XXXX, I received trace # XXXX. I took this immediately to the bank. 

On the same day, the bank provided me with a document showing that this transfer had been bounced back to XXXX on XX/XX/XXXX, because XXXX  incorrectly coded the account type. I immediately sent this to XXXX, and requested that the monies be placed back in my XXXX account. 

On XX/XX/XXXX, not having received a response or update, I called XXXX again. I spoke to XXXX, who said " I see the document, but I do not see where the funds ever came back to XXXX. '' I have spoken to both XXXX  and the bank again since then. My emails to XXXX have gone unanswered. XXXX said the money was sent back, and there is nothing else they can do. The last representative from XXXX that I spoke to, XXXX, said that it appears that when the funds came back they were misdirected, and was unable to help me. I told XXXX that all points to the fact ( and per her own admission ) that XXXX  made a number of errors which resulted in me being out {$1700.00}, and that it is XXXX 's responsibility to replenish my account. If they gave the money to someone else, it is not my problem. This is XXXX 's error, not mine. XXXX said there is NOTHING they can do, and refused to escalate the call to a supervisor, because she said " the supervisor will just tell you the same I did. '' I hope you will be able to look into this and help me, not only to recover my money, but to look into the operations of XXXX. They move millions of dollars every day, and there are numerous posts online about people 's transfers disappearing. It does not appear to be an isolated event. 

I thank you in advance for your assistance. 

XXXX XXXX

Company response to consumer: Closed with explanation