Consumer complaint received 2015-08-29
Company: Paypal Holdings, Inc
State: UT
Product: Prepaid card
Sub-product: Mobile wallet
Issue: Fraud or scam

Complaint:
I 've had {$4600.00} taken from me with nothing but evasive responses from PayPal for a good part of a year. This has continued ever since they suddenly locked my account on XXXX XXXX of 2015. XXXX days later, I requested a refund for {$3000.00}. What followed has been a draining, unending experience. {$3000.00} was frozen in my PayPal XXXX card, which was unrelated to my PayPal account. The additional {$1600.00} is locked in my and my husband 's frozen PayPal accounts. 

On XXXX XXXX, PayPal promised they would send a check within XXXX business days, giving the following message : " Your PayPal My Cash Card refund request has been successfully processed. You will receive your check by mail on or before the next XXXX days. '' The ticket # was XXXX. I waited over a month, but no check arrived. 

On XXXX XXXX, I called their customer service hotline ( XXXX ) and discussed my situation with CSR XXXX. She finally admitted that they knew they never sent the check to me, but they also never tried to contact me regarding a need of additional paperwork. She requested my ID, copies of my PayPal XXXX cards, and all receipts tied to the card to be sent via email or fax to XXXXXXXXXXXX or ( XXXX : XXXX ) with the subject of 'PAYPAL INACTIVE CARDS '. I emailed them with all requested information on XXXX XXXX, 2015 and verified that they received all required personal information. After that, three weeks passed without any response regarding the refund from PayPal. They were supposed to send the check within two weeks. 

So on XXXX XXXX, I contacted a CSR by the name of XXXX from the compliance department and requested an internal investigation into the refund process. She checked the status of the process but reported that the compliance department had n't processed the refund since before XXXX XXXX, the day I sent the personal information. She promised to send an email to the compliance department regarding the expedited process. 

I waited again until XXXX XXXX, 2015 and spoke with a supervisor by the name of XXXX and requested a check on the status of the refund, and he said that XXXX never sent an email to the compliance department, or the compliance department never processed my request. The supervisor XXXX promised me a refund within XXXX business days, but neither response nor refund at the time of writing this ( more than XXXX days ). 

Every time I have called PayPal, they have put me on hold for at least XXXX minutes. PayPal has kept over {$3000.00} of my money since XXXX XXXX, over XXXX days. Unacceptable. This reeks of fraud and scam. This is beyond reproach for such a large business. Never before have I dealt with such incompetence that it seems only plausible that they are manipulating customers for gain. PayPal conducts itself unprofessionally and arrogantly regards itself as above the law. 

My money is losing value due to inflation and lost interest rate. In addition to the {$3000.00}, they also have frozen {$110.00} in my account plus an additional {$1500.00} in my husband 's account for XXXX days. They have caused undue financial hardship to our family. This has been a horrible experience I would not wish on anybody. 

I am requesting a full refund ASAP. I would also like compensation for emotional stress, the many hours spent calling and waiting on hold, losses due to inflation and missed interest accrual, and I would like a written apology.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation