Consumer complaint received 2020-11-18
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/XXXX Made a purchase of {$2900.00} on XXXX, which I cancelled right away. 
That day, XXXX gave me a credit of the same amount before charging me. 

XXXX XXXX XXXX charged me {$2900.00} XXXX XXXX A few months later, I noticed the charge on my account, but mistakenly did not see the credit so I opened a dispute with PAYPAL CREDIT for fraud , thinking that XXXX charged me for an item that I cancelled. 

When I contacted XXXX, I changed my password, went through a security process to secure my account, and my PAYPAL CREDIT account was suspended. 

XXXX XXXX PAYPAL CREDIT credited me {$2900.00} XXXX XXXX PAYPAL CREDIT closed my dispute XXXX XXXX I noticed a negative balance on my PAYPAL CASH card of - {$2400.00} in an account that I had {$500.00} in previously. I opened PayPals chat tool on their website, and waited 14 hours to be in contact with an agent who told me that I had to contact PAYPAL CASH, because PAYPAL CREDIT and PAYPAL CASH are two separate entities. 

XXXX XXXX When I contacted PAYPAL CASH, they explained that I made a mistake by opening a dispute on XX/XX/XXXX, because I had already been credited ( on my paypal credit account XXXX so they took the money out of my PAYPAL CASH account, instead of my PAYPAL CREDIT account where the original transaction occurred. They informed me that I was responsible for repaying the amount of the credit they issued on XX/XX/XXXX. 
I questioned why they took the money from my PAYPAL CASH account, instead of my PAYPAL CREDIT account, because that is where they originally credited me on XX/XX/XXXX. 

They transferred me to their payment department. They asked me how I could make the payment, and I told them I could make the payment with my PAYPAL CREDIT card, where the original debt occurred. They informed me that they couldnt collect the payment from my paypal credit account ; it had to be a checking account linked to my paypal. 
I told them the only account linked to my paypal was my XXXXXX/XX/XXXX account, but I did not have the funds on there, and they could not charge that account. 

Afterwards, the agent told me they could try to charge my PAYPAL CREDIT card ( even though moments earlier they said they couldnt. ) He tried to charge my credit card, but the system denied the transaction, even through I had enough credit to cover the debt. 

The conclusion of the phone call was that if I couldnt be charged on my Paypal CREDIT account that I couldnt pay for the debt at the time.

Because I was worried about resolving this, I called PAYPAL CREDIT that night, spoke to an agent named XXXX who opened a work case, went over my transactions with me, took notes of the mistakes made, and guaranteed me that they could transfer the debt from my paypal cash, over to my paypal credit. 

That never happened. 

XXXX XXXX I opened my XXXX XX/XX/XXXX app, and noticed a transaction that said ACH Electronic debit PAYPAL RETRY PYMT XX/XX/XXXX - {$2500.00} which left my account overdrawn by {$2300.00}. 

I checked my Paypal CASH to see if they transferred my debt to my XXXX XX/XX/XXXX card, even though I did not authorize it, and the balance on my paypal cash remained Negative {$2400.00} They charged me on both of my accounts, and never transferred the debt to my Paypal Cash like they told me they would on XX/XX/XXXX. 

I contacted Paypal assistant on their website to no avail, because I could not reach an agent on the phone. 

Until this is resolved, I will be left with no money. I have a XXXX child who I need to care for, and PayPals negligence in this situation has left me emotionally, and financially devastated. 

If there is any way you could help me in this situation, I would greatly appreciate it as Paypal has been sending me in circles and has drained all of my bank accounts.

Company response to consumer: Closed with non-monetary relief