Consumer complaint received 2022-05-25
Company: Paypal Holdings, Inc
State: HI
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On the morning of XX/XX/XXXX, I was on vacation in another state and woke up to over 600 messages in my inbox, 300 or so related to charges of {$460.00} by XXXX on Paypal. The messages were in XXXX ( XXXX or XXXX I '' m not sure ) and in total there were appx. XXXX transactions from my PayPal for the same amount of {$460.00}. Appx. XXXX were from direct access to my personal checking ( connected through PayPal ), 41 were direct access to my XXXX XXXX ( connected through PayPal ) and appx. 16 were through my PayPal Credit Card, which is connected through PayPal as well. 

I called PayPal on the morning of XX/XX/XXXX and reported the fraud. I was assured they would work on it and suggested I call XXXX XXXX. I did and XXXX XXXX let me know they would also work on limiting the fraudulent charges. I then called XXXX XXXX and XXXX  XXXX XXXX, both funding institutions that were affected by the fraudulent PayPal Activity. 

I called PayPal again on the XXXX two more times to let them know that XXXX XXXX was working on the issue as well and to ensure that I would not be liable for the charges. I was assured I would not be. 

I noticed nothing had changed in my PayPal Account so on the XXXX of XXXX I filed disputes using their online tool for all of the charges that were visible to me. 

On XX/XX/XXXX, I called PayPal again, and at that time spoke to a representative who apologized that none of the charges had been marked as fraud " due to a system error ''. The representative assured me that I need not worry, the transactions would be deleted from my account. 

I noticed on XX/XX/XXXX that my PayPal account was positive appx. {$26000.00} which I assumed to be the provisional credits as they worked through the fraudulent transactions. 

As the days went on, I saw the account balance decrease. 

On XX/XX/XXXX, I received two messages saying my account had been debited since I was credited twice for the amount of {$460.00}. This is NOT the case- the provisional credit was in multiples ( my guess is around the XXXX for each transactions ). 

On Thursday, XX/XX/XXXX, I noticed that the account was in the negative. I called PayPal and asked to be escalated. The person I spoke with told me that my account was under investigation for fraud and the negative balance would be fixed. 

After a few days of this not being fixed, I called again on XX/XX/XXXX and spoke with both PayPal credit and a rep who again, assured me that the negative balance would be fixed. 

I was still seeing a negative balance, and reached out to customer service. I had also at this time received a message on XX/XX/XXXX telling me to act now to resolve my negative balance. I called again today and had them escalate the call. I am trying to tell them that their accounting is off. If I was credited back twice for an amount, and debited back twice, the balance should be at a ZERO. The person I spoke with today, XXXX, after two hours of speaking with her, indicated that ONE charge of {$460.00} was never reported as fraud, and the other two were credited back twice. I explained to her that if they were credited back twice I'd have more money in my account, not a negative balance. Instead, I have a negative balance because they were credited back once, and DEBITED twice. I do not have an extra {$930.00} in any account- my checking, my XXXX XXXX my PayPal credit, OR my PayPal account. These were NOT credited back twice. 

{$930.00} = {$460.00} x XXXX 1 never having been listed as fraud, 2 being debited from the provisional credit twice under the incorrect assumption they were credited twice. THEY WERE NOT. 

I can not get to the level of support I need to have them audit this and see that their accounting practices are off. I am beyond frustrated aside from the lack of skilled customer support, nothing is getting fixed despite a total of 25 hours collectively on hold/phone calls and despite multiple outreach.

Company response to consumer: Closed with explanation