Consumer complaint received 2023-07-28
Company: Paypal Holdings, Inc
State: IL
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 purchased XXXX flavors of smoked salmon from XXXX online, each pack flavor costing {$80.00} for a total of {$160.00}. I paid using my XXXX XXXX XXXX on PayPal through XXXX XXXX. The shipment was delivered on XX/XX/2023. As soon as I opened the packs and realized that the items were different than described on the website, I sent an email to their support email at XXXX. 
The following day XX/XX/2023, XXXX XXXX responded, and I explained the issue related to the heavy salt brine. XXXX apologized and said it may have to do with a defective batch. She asked me to dispose of the items and that she will proceed to issue XXXX ( XXXX ) refunds of {$80.00} each for a total of {$160.00} to my card. I received a confirmation email after that. 
Several days later, I realized that only XXXX of the {$80.00} had been credited to my card. I reached out again by email and was told definitively that XXXX ( XXXX ) {$80.00} refunds were posted. After several back and forth, XXXX XXXX sent an email on XX/XX/2023 with XXXX ( XXXX ) screen shots showing the refunds had been issued to my credit card through XXXX and that there was nothing else they could do on their end. I informed her that I was going to have to file a dispute because I had confirmed that the remaining {$80.00} credit definitely did not credit to my account. 
I have included the original order receipt and the refund correspondence leading to my filing of the dispute. 
My credit card company initiated the dispute only for the {$80.00} that was not credited to my card and issued a provisional credit to me while their investigation is going on. The investigation is not completed and there has been no additional credit to my card besides the {$80.00}. 
On XX/XX/2023, I received an email from PayPal indication that a limitation had been placed on my account and that I must reimburse PayPal {$160.00} for a chargeback. The email had the case number XXXX XXXX I was unaware of any {$160.00} chargeback besides the {$80.00} dispute. I called PayPal and was told the chargeback was from my credit card company, XXXX XXXX XXXX ( XXXX ). I called XXXX and XXXX confirmed theres no {$160.00} chargeback and that only {$80.00} dispute was initiated. I reached back out to PayPal, and Ive been bounced back and forth from XXXX customer service agent to another, all insisting I have to reach out to my credit card and refund the {$160.00} chargeback. 
PayPal has this limitation on my account for no justifiable reason. Its my consumer right to reach out to my credit card company to file a complaint when a merchant claims to have issued me a refund that has not been credited to my account several weeks later. PayPals attempt to punish me for doing that is a violation of my right. I have over {$8000.00} sitting in my savings account with PayPal and cant even afford to send my dad money for his medications because PayPal decided to hold my account XXXX. 
PayPal should immediately remove the limitation from my account. I am not making XXXX more call to PayPal. And should anything happen to my dad during this period when PayPal held on to money for his medications, I will be pursuing legal recourse.

Company response to consumer: Closed with non-monetary relief