Consumer complaint received 2020-08-20
Company: Paypal Holdings, Inc
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I opened a dispute with PayPal on XX/XX/XXXX regarding double charge of {$110.00} from their merchant XXXX  ( see complaint below ) on XX/XX/XXXX. 

Merchant - XXXX XXXXl : Order No. XXXX ( XXXX XXXX and XXXX ) On XX/XX/XXXX I made a purchase on the XXXX  website using Paypal. At the time of checkout, I received errors stating an issue with the server. When the order eventually processed it charged me twice, once on my credit card and once on my checking account. On XX/XX/XXXX, I called to inquire about disputing the charge with my bank and the representative from XXXX XXXX  told me if I disputed the charge as unauthorized that they would freeze my account, so at that time I opted not to pursue that avenue and yet try to work it out with the merchant. The same day I called the merchant and told them of the double charge which they denied and said they only received one payment from me and that if I was double charged I need to dispute the charge with my bank. I told them they charged my credit card as well as debited my bank account. I NEVER authorized them to debit my checking account in the first place, only to charge my credit card. Due to the error upon checkout they debited my checking account too. The representative at XXXX told me the funds hold on my credit card would be released in 3-5 business days, which they were not. I waited the 5 days as directed by XXXX before calling my credit card company to inquire about the hold. On XX/XX/XXXX I inquired about releasing the hold on my card ; my credit card company told me that it was up to the merchant to release the funds. I emailed XXXX the same day with screenshots of what was advised by my credit card company regarding the hold. On XX/XX/XXXX XXXX FINALLY sent an adjustment to my credit card to release the funds, a mere 7 days after I first brought this to their attention. 
The package was delivered on XX/XX/XXXX. I refused the unopened package for delivery on XX/XX/XXXX at the XXXX  store in XXXX Mn. Upon refusal of the package I asked for a receipt, which I was told there was not one to be given. I again reached out to XXXX regarding the ongoing issue and was told nothing could be done regarding a refund until the package was returned to the warehouse. It is now XX/XX/XXXX and I no longer have the product nor the {$110.00} that was withdrawn from my bank account, without my authorization. I am being told by XXXX  that they can not track the package and XXXX is not able to refund my money until they receive the package. 
I opened a case with PayPal, as they are the merchants payment processor, but I have not heard anything back from them. My last resort is to file a dispute with my bank, but I do not think I should have to suffer the consequence of having my bank account frozen for doing nothing wrong but trying to get my money back that was wrongfully and fraudulently taken. I work extremely hard for my money and would like back what is rightfully mine. This has been an unbelievable nightmare and I just want this to be over. It is going on 18 days of nonsense from every avenue I have tried. This is plain and simple bad business all the way around, from XXXX faulty checkout platform to PayPals lack of customer service to XXXX  unable to track a refused package to my bank threatening to freeze my account. Please help me. 
I have exhausted all other avenues to get my money back including filing a complaint with the following : FTC XXXX  Attorney General of California I have not yet contacted an attorney. They are withholding my money ; I sent their package back to them on XX/XX/XXXX and they are refusing me a refund. I just want my money back. That is all. 

As of XX/XX/XXXX I received an email stating my case was closed in my favor on XX/XX/XXXX and that I would be receiving a refund in 5 days ( not  5 business days ). Today is the 7th day ( and 5th business day ) and I still have not gotten a refund. I called PayPal today to check the status and possibly escalate the ongoing issue. I was told I must wait 6 business days for my refund due to how the seller refunded my money. This has been an ongoing issue with their merchant since XX/XX/XXXX. Their email notice that they sent me about my refund was both unfair and deceptive. Unfair because they lied by saying my refund would be in my bank account on the 5th day, which it is not. Nowhere in the email did it state 5 business days, only 5 days, which I am being told that now it is 5 business days. And deceptive because they told me something that was not true. The representative told me my refund would be there in 5 business days ( not 5 days as stated in email I received on XX/XX/XXXX ) and now I am being told 6 business days due to the manner the seller issued the refund. Very confusing and misleading If it were 6 business days, the consumer notice should have reflected that to be fair and not deceptive. While on the phone with PayPal, I was told by one agent that they would refund my money immediately since the funds should have been in my account as of yesterday and they are not. I lost the call and had to call back to speak with another representative who then told me that I would not be refunded immediately due to the manner the fund was requested. I asked to speak with a manager or supervisor but was advised that there was none available. Why wouldnt a fortune 500 company have a supervisor or manager available to take an escalation call? Seems a bit odd and is bad for business. 

I feel like I am never going to get my money back. Please help me get back what is rightfully mine. This has caused me nothing but stress. All the loop holes this merchant has been able to find to not refund my money is ridiculous. Until I receive my refund, I will just hurry up and wait.

Company response to consumer: Closed with monetary relief