Consumer complaint received 2020-08-31
Company: Paypal Holdings, Inc
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
In XX/XX/XXXX I got a negative {$990.00} dollars in my PayPal money wallet without any explanations and I called about it. They told me that it was a charge-back made by PayPal MasterCard. I gave them a copy of their logged activity from XX/XX/XXXX through XX/XX/XXXX and the next day in XX/XX/XXXX I was again given another charge-back of the same amount in my money wallet. 

The charge-backs in question had to do about two charges that I requested a refund and was honored to received them from the merchant. I thought this case was closed and I contacted PayPal Mastercard ( XXXX ) and made a complaint with CFPB about it under case XXXX in XX/XX/XXXX. They showed me that indeed they gave me an additional credit and therefore I agreed to pay them for the additional credit given to me in XX/XX/XXXX and that was paid in XX/XX/XXXX. Please referred to the letter sent by XXXX and the statements I submitted in this complaint. 

This should have resolved this issue but PayPal did not remove the second negative amount from my money wallet. I called PayPal about it and was told by their agent XXXX in XX/XX/XXXX that she was going send a request to remove the second negative {$990.00} from my money wallet because it was made in error and she gave me Ticket # XXXX as a reference. 

I waited for a week to passed and found my money wallet still with a negative amount. I must emphasize that I had {$33.00} before they issue two charge-backs into my money wallet. The negative amount that is in my money wallet is still {$960.00}. 

After calling many times they finally paid me {$990.00} in XX/XX/XXXX but they did not put into my money wallet. I can see it recorded in the Activity Log. 

I am formally requesting that they reverse this negative {$990.00} from my money wallet that was made in error by explaining correctly what happened in detail because what they have and tried to correct still confuses them. I will submit two screen shots of prove that they are erroneously trying to fix this accountability that is plainly explained by XXXX XXXX  and the statements I provided. 

I am attaching XXXX XXXX  'XXXX  letter and the statements that recorded the transaction in questions. 

Also, I must add that I have contacted the merchant to help me by providing me proof that he did made the refunds because in the statements it will show that the credits given to me did not have the name of the merchant but PayPal instead. He has not responded and told me that to bother him. This will make me believe that PayPal inadvertently did not let the merchant pay the refund because they found out that I contacted XXXX about it and that they gave me credit and therefore the merchant did not pay any refund and now PayPal is trying to force it out of me. This can not be tolerated. 

You must contact the merchant. His contact information is : XXXX XXXX XXXX XXXX XXXX   XXXX http : /XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation