Consumer complaint received 2019-09-05
Company: Paypal Holdings, Inc
State: TX
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/2019 my roommate sent me a payment via PayPal for {$800.00} to cover her rent and expenses. She had sent me the payment earlier than the first of the month to help me out because I had a family emergency and needed the funds to help out with it. Upon receiving the funds in my PayPal account I then put in a Withdrawl/transfer request For a {$710.00} instant transfer to my debit card. Upon approving the transaction I received a message stating that the transaction could not be processed at this time. I checked my PayPal account balance to find that the money was not in my PayPal account anymore. I then checked my bank balance and learned that this transfer headi for a {$710.00} instant transfer to my debit card. Upon approving the transaction I received a message stating that the transaction could not be processed at this time. I checked my PayPal account balance to find that the money was not in my PayPal account anymore. I then checked my bank balance and learned that The {$710.00} was not in that account either. I contacted PayPal and was told to give it till the end of that day and that the payment should go through. It did not. On XX/XX/XXXX I contacted PayPal again to find out the status of my transfer. They advised that I should wait until close of business that day and that it should go through. It did not. I again contacted PayPal on XX/XX/XXXX to try and ascertain what had happened to my funds and was told that my account had been escalated and that someone would contact me within 24 to 48 hours. Nobody contacted me in that time period And The money was still not available in my account. On XX/XX/XXXX I contacted PayPal and they attempted to reverse the transfer. It was at that time that they advised me that they could not reverse the transfer because it was sitting somewhere waiting for my bank, XXXX XXXX, to approve or reject the transfer. I was told that because of this PayPal could not make any changes. 

I contacted my bank per the PayPal representatives instructions and requested that they authorize the payment so that it would go through. I was advised subsequently, on XX/XX/XXXX, by my bank that they had no record of that transfer authorization ever coming through. I again contacted PayPal, this time on XX/XX/2019. I appraised the representative of the situation and she told me that it was A PayPal error that PayPal was aware of and was looking into and that my case was being escalated and that they would get back to me within 48 hours. I told her this was unacceptable. as they had already had the funds not available in my account for over a week.. I told the woman that I needed this money to pay my rent which is already late. I asked if there was anyway that they could make the funds available in my account, since they already were verified via PayPal And it was a PayPal error ( which they admitted ) that was causing a problem.I was advised that this was not possible and that they would try and make it a priority to resolve the issue but wouldnt be able to get back to me for an additional 24 to 48 hours. A fair resolution would be PayPal making my money available to me by crediting it to my PayPal account well they worked on resolving their error.

Company response to consumer: Closed with non-monetary relief