Consumer complaint received 2016-02-18
Company: Paypal Holdings, Inc
Product: Money transfers
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Re : Problem with money transfer from PayPal account to bank account ( Transaction ID # XXXX ) Date : XXXX XXXX, 2016 This is to report the problem with money being transferred from PayPal account ( linked with email XXXXXXXXXXXX ) to bank account on XXXX XXXX, 2016. I transferred the amount of XXXX {$4800.00} to bank account from PayPal account and the transferred funds are still not available to this date. After several inquiries from PayPal 's customer service, they fail to provide any specific details about : Why the money is still not available?, When it will become available? or Where the money is right now? Following is the summary of events and conversations with PayPal customer service to date, - XXXX XXXX, 2016 - US {$3500.00} transferred by my brother XXXX XXXX, resident of Maryland USA, to my PayPal account - Transaction ID # XXXX - XXXX XXXX, 2016 - US {$3400.00} is being converted to CDN {$4800.00} and transferred to bank account associated with PayPal account. Transaction status ( still ) appears as " Completed '' on PayPal account - Transaction ID # XXXX - After waiting for XXXX working days for the funds to appear in bank, I contacted PayPal and was told that the money has left PayPal system and I should wait further till XXXX working days. I contacted again after the said period and, after several phone calls, was being told that a withdrawal trace can only be initiated after XXXX working days from the date of initial money transfer. 
- I called again on XXXX XXXX, 2016, after XXXX working days, and was informed that a trace is being initiated and I will hear back from PayPal within XXXX hours. 
- After not receiving any information or money, I called back on XXXX XXXX, 2016 and come to know after spending about XXXX hours that no trace is being started on XXXX XXXX, as they were waiting for bank statement showing all transactions from XXXX XXXX till XXXX XXXX and that they already notified me about this, which is not exactly accurate, since the notification was in reply to my email on XXXX XXXX and no such requirement was emphasized during the conversation on XXXX XXXX. Anyways, I uploaded the statement copy on XXXX XXXX. 
- I called again on XXXX XXXX, 2016, and after again spending close to two hours and talking with XXXX different peoples come to know that the withdrawal trace come back with the message that the money would be made available either in the PayPal account or bank account as quickly as possible and that initiating any further trace is useless. They are not able or willing to provide any specific information regarding when this money will be available, what happened to the money, where it is or why this has happened. 
The above explained situation leaves me, in my opinion, with no option but to report it to concerned authorities. Please note that I burrowed this money from my brother in emergency to make some outstanding payments and this unexpected problem with the money transfer has financially and emotionally impacted me very badly, therefore, I would not be wrong in expecting to receive compensation along with the immediate return of the original amount. Please do not hesitate to contact me, if you have any queries or concerns. 
Please let me know if I need to report this matter to any other office or regulatory body. 
Thank you. 
Regards, XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX Distribution List : - XXXX Treasury Board and Finance - Financial Consumer Agency of XXXX, XXXX, XXXX - Maryland Office of the Commissioner of Financial Regulation - Consumer Financial Protection Bureau, XXXX - XXXX Department PayPal - Emailed as attachment to some available email addresses of PayPal executives, including, o XXXX XXXX, CEO Paypal o XXXX XXXX, SVP Cust. Ser. & Ops.

Company response to consumer: Closed with explanation