Consumer complaint received 2023-08-07
Company: Paypal Holdings, Inc
State: MI
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/2023 I had chose PayPal option to send my boyfriend a payment to pay our rent through XXXX XXXX for the amount of XXXX. I tried sending using my PayPal balance account money and it first had declined it just said could not process it, however it was deducted still and " sent '' completed by PayPal but XXXX said cancelled. I contacted XXXX and they said they sent the payment then declining it right after so they could not send it they cancelled it and any money taken was refunded instantly. I contacted PayPal they said no refund was given both companies advised the time frame for all refunds were to be given before any dispute or investigation. It had been a few days after PayPal said to file a dispute while I was on the chat messages for XXXX I did they closed it right away since one of 3 options they said did not fit criteria, that failed. I was given " rest assured '' we will not let you lose your money, and XXXX gave me all the info and screenshots to show PayPal that they refunded it, and also that it was an error to see why that PayPal had the issue sending and receiving refund to begin with. I know the amount on the refund was XXXX and the payment sent was for XXXX XXXX confirmed that was the correct amount refunded under that transaction, and when I requested it I did XXXX at first adjusted it to XXXX just in case it had a fee, but it was confirmed it was refunded. PayPal claims they have no issue on refunding or sending I sent my boyfriend bill money and he has sent me money using XXXX all the time my first time using PayPal to send. XXXX had sent me money with XXXX into my PayPal account but I never to him with it just this time it failed on one end and was sent as completed on other end. Same transaction status was recorded for 30 days on PayPal then after 30 days it changed to Hold for chargeback, reversal or dispute. I contacted PayPal and I did a 3 way call to XXXX to tell them no refund was sent XXXX has failed to resolve anything after they opened another claim. Last response was PayPal is the issue on payments again, and for the 10th time to upload the statement showing no refund was sent and no response to that since 6-7 days ago again. PayPal claims there is no hold on account, and I get I have to contact PayPal to resolve anything, from XXXX. I need them to communicate my single attempt to send with PayPal Balance for XXXX had been missing for over 35 plus days now. Basically PayPal said I am not covered under any protection for Friends and Family personal payment, although is that even legal if they declined it and caused the problem to begin with? Completed it said but if they wont allow it to be sent to recipient then they are probably not allowing it come back either.. I have used hundreds of times XXXX  on XXXX to send and receive money and if an issue was caused they always fixed it and I know PayPal is easier to contact but they should be the one to tell me why it was declined to begin with, and why the status is changing saying a hold is in place after 30 days, due to the dispute I was told to open to get resolution, and the choice I made was unauthorized access, being the only one that was close to even dispute it. They all say well the dispute wad closed because you put unauthorized access, and yes I explained it was best option. I also showed them the screenshot of the message inquiry about it on day 1-2 they had a XXXX XXXX attached to the 2nd failed attempt that was declined as well. Also saying that the payment was to XXXX I initiated it to XXXX for the XXXX and the payment showed as XXXX but corrected when XXXX said it was XXXX for confirmation that was sent not the XXXX that stems from the request starting at XXXX and I adjusted it to XXXX in case of fees. It was refunded and PayPal is having a error receiving it and needs to check and contact XXXX. I am the Consumer who had to be sent as the middle man to both places for weeks to get anyone to respond, supervisor at PayPal said sorry I know how this seems unfair but they can not do anything more, and I am not going to receive funds unless someone on XXXX end finds error and corrects it, feel the same way with PayPal though. I have to be covered under some law they can not just keep money, and not fix it on both ends this is not a normal circumstance of a sent declined and refunded payment it is not a small payment. PayPal also kept suggesting file a chargeback with Bank knowing they were the payment provider of balance not a bank institution

Company response to consumer: Closed with explanation