Consumer complaint received 2018-12-15
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
My complaint is against PayPal. I opened an account with PayPal around XX/XX/2018 for the purpose of accepting monies to fund the XXXX XXXX XXXX 35  Year Reunion. The PayPal account # is XXXX. On XX/XX/2018, I  transferred {$1000.00} to my XXXX account # XXXX. I'm not sure if the transfer was in one transfer of {$1000.00} or in two transfers of {$850.00} and {$210.00}. This transfer was done from my cell phone. I wasn't sure that I processed the transfer correctly using the cell phone so in a panic, on the same day, XX/XX/2018, I cancelled the transfer of {$1000.00} using my cell phone. On XX/XX/2018, from home, on my personal computer, I logged onto the PayPal account, the {$1000.00} was there, I felt secure and transferred the {$1000.00} back to the XXXX  account. Afterwards, the PayPal account reflected a XXXX  balance. 

OnXX/XX/2018, I checked my XXXX  account and the funds ( {$1000.00} ) from PayPal had not posted to my XXXX  account. To this date, the funds ( {$1000.00} ) have not posted my XXXX account. I have called PayPal customer service 4 times and each time I get a different explanation for what has happened to the funds : 1st call : On XXXX - it takes 5 days for the money to post to your bank account ; 2nd call : On XX/XX/XXXX - a ticket was created for investigation for {$1000.00} ( reference # XXXX ). The problem is that the amount of {$1000.00} is not in dispute {$1000.00} is, so this ticket is irrelevant. 3rd call : On XX/XX/XXXX - I was told to allow 10 days for the funds to post. I told the cust serv rep that 10 days have already past. I asked to speak to a supervisor. I was placed on hold for 45 minutes then I hung up. 4th call : I called back on XX/XX/XXXX and explained to a different cust serv rep. She was back and forth between me and a supervisor. The cust serv rep told me that the {$1000.00} was transferred to XXXX on XX/XX/XXXX and that she was creating a complaint ticket in reference to the matter and would provide me with an email to my PayPal message center and in that email would be the PayPal trace ID #. I never received the email in my message center. 

In short, my dispute is that I transferred {$1000.00} from PayPal to XXXX XXXX. Then I cancelled the transfer for {$1000.00}. Then I transferred {$1000.00} from PayPal to XXXX  of which has not been posted to date ( XX/XX/2018 ). 

XXXX XXXX  has provided me with a copy of the bank statement for the account along with the XXXX Trace ID # 's for the funds ( {$1000.00} ) paid back to PayPal : {$850.00} XXXX Trace ID # XXXX and {$210.00} XXXX Trace ID # XXXX. ( The Trace ID # s consists of all numbers with the exception of one alphabet " XXXX '' ). I have uploaded a copy of this XX/XX/XXXX statement for your review. 

PayPal customer service and supervisors have been rude and unprofessional. OnXX/XX/2018, I printed out a copy of my PayPal account activity and on XX/XX/2018, I printed out a copy of my PayPal account activity. The two PayPal account activity statements are different. I think PayPal has altered my account activity. PayPal has also failed to provide me Trace ID # 's for the {$1000.00}. A copy of the two aforementioned account activity statements are uploaded for your review. 

I pray that you can help me to resolve this matter and force PayPal to transfer the {$1000.00} that is owed to me. 

If you have any questions, please call me at ( XXXX ) XXXX or email me at XXXX. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation