Consumer complaint received 2021-10-24
Company: Paypal Holdings, Inc
State: ID
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I went to XXXX on XX/XX/2021 to cash my payroll check in the amount of XXXX and wanted to get {$150.00} back in cash and load the rest of my payroll money onto my PayPal pre-paid card. With the amount being over {$500.00} I was told I had to do two separate transactions. We did the first transaction off {$500.00} they charge {$4.00} to cash a check and {$3.00} to load the money onto my PayPal card but because I was cashing a check and loading onto my PayPal card at the same transaction they voided out the {$3.00} making the total she gave back to me {$490.00} I thought everything went through just fine so we continued with the second transaction I was only loading onto my PayPal card so I was charged another {$3.00} for that and then I gave them {$340.00} making my total {$340.00} Right after that thinking everything was fine I left XXXX went to my boyfriends work where I sat in the parking lot so I could pay bills online. Thats when I noticed that my account wasnt reflecting what it should the {$340.00} was there but not the {$500.00} so I immediately called XXXX they told me I had to go in with the receipt and talk to them in person because they had to look at the receipt. I then thought to call PayPal prepaid card. I ask them if they could see a transaction pending? They told me no, they have no way of seeing transactions that are coming in And the gentleman that I talk to at that time told me I should wait at least an hour, so I paid one bill online then went and put gas in And went back to XXXX by that time it had been at least an hour so I went in and talk to XXXX. XXXX told me that they had nothing to do with it the transaction went through just fine I had my receipt and that I needed to resolve the issue with PayPal prepaid card. Once again I called PayPal the lady I talk to the second time told me that it could take up to 24 hours but she would open a ticket with my concern. I waited the 24 hours then called PayPal customer service prepaid card agin spoke with a XXXX she asked me to Email a copy of my receipt transaction to her email address being XXXX so I immediately did while on the phone with her. She also told me that a ticket had never been opened the previous day and that she would open one for me ticket number XXXX. But I still did not have an answer as to where my money was I called several more times that day I spoke to XXXX  then I spoke to XXXX I spoke to somebody else and then I spoke to a XXXX who is a supervisor she transferred me to XXXX told me oh she told me was with XXXX and he was the department I needed to talk to in order to resolve the issue. When I was talking to XXXX he told me that I needed to go back to XXXX I told him I already had been there he told me that PayPal would talk to XXXX so again I drove to XXXX. I got supervisor XXXX from XXXX to wait with me while I called PayPal prepaid again I talked to XXXX who put me on hold for an hour and 40 minutes tell a supervisor XXXX answered the phone. XXXX Told me I didnt need to be at XXXX that they were working on it and she did give me {$100.00} credit for the inconvenience so again I waited. The next day I called PayPal again to see if anything had been figure it out with my missing {$500.00} I spoke to XXXX who again said I needed to talk to XXXX So he transferred me and that call dropped so I called back spoke to XXXX got transferred a couple more times spoke to another supervisor I spoke to an L then I got transferred to a XXXX she was from financial services and she opened another ticket for ticket number XXXX. At this point I didnt know what to do I was frustrated I was looking online and I saw that it had happened to other people thats when I also read something that it could take up to 21 days so thats what I did I waited the 21 days and still nothing has happened on my PayPal card I dont have the money yet

Company response to consumer: Closed with explanation