Consumer complaint received 2020-08-16
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I made a payment for a Villa in XXXX. The payment was made through Paypal using my XXXX XXXX card in the Amount of {$750.00}. My trip was for XX/XX/XXXX. Due to Covid-19 my trip was cancelled. I communicated with the company that I rented the villa from and they were well aware of the cancellation before the 30 day cancellation window and agreed to refund my payment. On XX/XX/XXXX the company attempted to refund my money through paypal. On XX/XX/XXXX I got a notification that the refund did not go through. I reached out to my Credit card company XXXX XXXX and let them know what happened and provided all the documentation showing the payment and attempted refund ect ... They issued a temporary credit and waited for Paypal to respond. Paypal responded to them with the transaction information and they took the credit back from me. I called and asked what was going on the rep told me not to worry because I would get my money back because I clearly did not get the service I paid for. I told her I had sent all my documents in. She told me I was supposed to return a letter signed and they would continue with my dispute. I later received a letter from XXXX saying that my needed to reach out to Paypal because there is nothing they can do. I have since reached out to paypal who has sent be back to XXXX to have them handle the claim and reach back out to them. I contacted XXXX told them Paypal told me to come back to them. I asked them to reopen my claim and I resent all the documents that I had initially submitted back in XXXX. They then sent me a letter saying that the timeframe has lapsed an I need to contact Paypal. I have since reached out to Paypal who has now sent me back to XXXX to have them help me because they are waiting on XXXX to contact them with their decision that they Paypal will honor. I am tired of going back and forth with these two companies. I need my {$750.00} back. I have done everything I was supposed to do and I am still being passed back and forth. Please help!! 

I just went on Paypal 's Website and they have closed my case. Without giving me my money back. They took my money and now I feel like I have been SCAMMED. How do you pay for a something you did not get and when you try to get your money back the people who took your money is telling you, you are not supposed to get it back. I have done EVERYTHING I was supposed to do. I cancealled ahead of time, I asked for my money back. Why am I the customer the one that is losing out. PAYPAL owes me my money. They processed this transaction, it is their MERCHANT that took my money. This is unacceptable. I will not stop until I get the rest of my money back. XXXX has issued me {$250.00} out of the {$750.00}. I need my {$500.00} back. In this time where things are rough for everyone ... losing {$500.00} for something I did not get, is beyond wrong. Paypal needs to give me my money. XXXX said they could not honor my claim because Paypal denied it, and Paypal is trying to tell me my case is closed because XXXX denied my claim. How on earth does any of this make sense.

Company response to consumer: Closed with explanation