Consumer complaint received 2018-10-03
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I checked my PayPal account on XX/XX/2018, and noticed a negative balance of {$9.00}. I check my PayPal account daily, and there had not been a negative balance any days previous. I contacted PayPal through their emailing system on XX/XX/XXXX, and XX/XX/2018. I only received automated responses. I was finally able to get a representative on the phone on XX/XX/2018. The representative I spoke to quoted three ( 3 ) different reasons and dates for the negative balance. This shows that even in their system they have no valid reason to charge me, their own representatives can't find explanations for the company 's actions within their databases. The representative was immensely rude and dismissive. Repeatedly saying, " well that's the information I got from my supervisor, so ..., '' and " that's what I can tell you, so ... '' I asked to speak to her supervisor and she suddenly did not know where her supervisor was. After asking multiple times she supposedly transferred transferred me to her supervisor. I was on hold for about two ( 2 ) minutes and was then hung up on, presumably because getting off work seemed more important than helping your customer. I called back on XX/XX/2018, and spoke to another representative that again had different dates and that tried to convince me that dates that do not coincide with the events were the reason I have a negative balance and supposedly owe them. The representative said she would transfer to me to a supervisor, but after over 20 minutes on hold, I finally got the chance to speak to one, XXXX. XXXX would not let me speak and therefore I had to constantly ask him if I could finish speaking as he continually cut me off. Kept referencing dates that did not have to do with the date I was speaking of in an attempt to confuse me, was facetious and ask hypothetical questions trying to embarrass me somehow, and would not tell me the name or title of his direct superior unless there is only one 'director ' in all of Paypal ; that was only after he blatantly lied and said there was no one above him at all. Which it is not believable that between a call center supervisor and the apparent director of all of Paypal there are no other managers or personnel. He did not know that if a company was attempting to collect a debt they must notify the person, and he actually told me the only notification they need to give is when a person calls in, they do not need to send any correspondence my phone, mail, or email. He also said if I didn't get any emails then that it is basically my issue, but their system regularly sends emails to other people about some balances and not to others. He was extremely rude, disrespectful, and dismissive. However, the last excuse they came up with was that due to a charge dispute I owed them {$9.00}, because they gave me a refund and the company I was disputing gave me a refund and therefore they want their money back. Which is reasonable, if not for the fact they already sent me an email confirmation that they debited the account and retrieve payment. Also, to date, they have not sent me a single notification or correspondence of a negative balance/debt. I have the app, am logged into the site and there was not a negative balance listed for an entire month and two ( 2 ) days.

Company response to consumer: Closed with monetary relief