Consumer complaint received 2023-02-01
Company: Paypal Holdings, Inc
State: TN
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
In XX/XX/XXXX I received notice from PayPal- the XXXX company I used to collect payment for an online course - that a student had filed an " item not received '' dispute over the class. The timing was horrible as my mom was actively XXXX and the student later clarified for me that her husband- who was not a student- had incorrectly filed the dispute in error and that she'd reach out to her bank/PayPal to correct the miscommunication but never did.

I did forward my no refunds policy to PayPal as well as the proof the student had access to the course in XXXX of XXXX- it was impossible to reach a human using their phone ( it was not allowing messages nor connecting with an agent or leaving a voicemail ) so was instructed to use their online chat. 
The chat agents were horrific - it was clear no notes were being kept, no one was following up on my complaint or dispute response, and it would take days to get any reply at all. I requested numerous times an email for an agent to help and was told there was not one.

After my mom 's death, I again pursued clarification of the issue with PayPal and was told it was too late- they deducted the full amount of the course from my PayPal business account leaving me with a negative balance of over XXXX. I received numerous threats that I'd be blocked from using my account, I was unable to use my account to invoice or receive payment and was unable to move funds out of my account until the negative balance was resolved. 
I filed a complaint and the reply was 1. using the incorrect student 2. stating I had given an email promising a refund... for another student who was not the one that filed this dispute ( completely unrelated situation and this latter student actually cancelled the dispute and received no refund period ). There was no response or logic given which was pertinent to the student dispute in question here. 
In XXXX, PayPal blocked access to funds in a completely separate account. The listed contact method to call - even using the chat I was told I needed to call - would wind up in a voice message saying PayPal was overwhelmed and unable to receive messages or connect with agents. Hours wasted trying to follow up. Eventually at the end of XXXX I did reach a customer service agent by phone who was puzzled that I had not been provided an email address to submit my complaint and documentation AGAIN and said he'd do me the " courtesy '' of unblocking my OTHER separate unrelated PayPal account. He also said that PayPal would not be considering any documentation further for evidence of my dispute but they'd forward it on to the student 's bank Paypal ignored my response to this disputed charge, made it impossible to connect to an agent for months, froze not only the PayPal account in question but another PayPal account, blocked my ability to make a living as a self-employed individual, and held revenue hostage in an extortionary manner to try to force me to pay a negative balance that I do not owe. PayPal is now notorious for these same practices and need to be held accountable.

Company response to consumer: Closed with explanation