Consumer complaint received 2017-01-27
Product: Money transfers — Domestic (US) money transfer
Issue: Other transaction issues — 
Company: Paypal Holdings, Inc (NJ)

SUMMARY : I tried to provide a refund for an eBay transaction, but eBay and PayPal have effectively charged me XXXX times for the refund, leaving me with a negative balance of twice the original transaction amount. 

I sold an item on XXXX in XX/XX/XXXX, which the buyer paid for via PayPal. I informed the buyer that I was unable to ship the item until a week later, due to travel, and the buyer requested a refund. 

I logged into my PayPal account to issue the refund, but the refund action was rejected several times. When I emailed PayPal, they informed me that I would have to call them to have an agent manually issue the refund. However, when I called, the PayPal agent informed me that she was unable to issue the refund because the buyer had opened a case in XXXX. I informed the buyer that she had to close the XXXX case in order for PayPal to issue a refund, and she told me she did, but when I contacted PayPal, they informed me that a case was still open. 

XXXX sent me an email stating the buyer had closed the case, but somehow the case was still open and suddenly resolved in the buyer 's favor without any notification to me or opportunity for me to provide info. The outcome was that XXXX charged my credit card directly for the refund amount, instead of refunding the buyer via PayPal as she had originally paid. The buyer 's original payment remained in my PayPal account, and my credit card was charged to provide her a refund, which was an irritating situation but I was able to claim back the XXXX % transaction fee that PayPal had taken from the original payment. 

XXXX months later, in XX/XX/XXXX, PayPal notifies me that the buyer has opened a case in PayPal to claim a refund. I provided documentation of the refund that XXXX provided, to prove that the buyer had already been refunded outside of PayPal, due to XXXX 's inconsistent process. However, PayPal settled the case in favor of the buyer, again with no explanation or notification to me, and deducted funds from my PayPal account in the amount of the refund. Not only did PayPal deduct funds for the refund, but they also reversed the original payment from the buyer, which resulted in negative charges to my account of double the original payment amount. 

I need either XXXX or PayPal to adjust/reverse their charges so that my balance in regards to this transaction is {$0.00}, i.e. the buyer receives a full refund. At the moment, I have a negative balance of double the original payment amount, as the buyer has effectively been refunded XXXX times ( once via XXXX, and twice via PayPal ). 

Both XXXX and PayPal customer service have been extremely difficult to deal with. Charges have appeared in my XXXX and PayPal accounts with no advance notice or explanation. It is extremely difficult to speak directly to XXXX or PayPal agents, and they are unwilling to connect me with agents or supervisors in the XXXX XXXX dispute resolution agents say they 're unable to connect to PayPal agents and discuss the case together with them, and ask me to contact PayPal so that the PayPal agent can connect to XXXX and discuss together. However, PayPal dispute resolution agents say vice-versa, which means I 'm unable to connect XXXX and PayPal together to discuss together, even though both sides say that is the only way to resolve the situation.