Consumer complaint received 2024-08-22
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Paypal Holdings, Inc (AZ)

Hello, I am writing to you in hopes you can assist me with a problem with PayPal and PayPal Credit-XXXX  . I have spoken with both, and PayPal tells me to speak to PayPal Credit. PayPal Credit has sent me all statements relevant and one Customer Service agent ( see phone call record to them lasting over an hour ) did attempt a 3-way call to sort it out with PayPal. PayPal told both the PayPal Credit Rep and me that the only way to resolve was for PayPal Credit to re-open the dispute.

The PayPal Credit rep did not want to do this as the dispute had already been mishandled. However, she stated it was the only option, so she noted the account stating the issue. I recently received a notice from PayPal Credit informing me that their investigation showed I was issued a refund on XX/XX/XXXX, and the dispute would be closed. 

I have written out the exact issue below, and I also included a PDF file of my PayPal Credit statement with notes at each applicable transaction along screen shots of my attempts to resolve this with customer service agents, as well as screen shots from my phone when I have spoken with PayPal, and PayPal Credit.

I am hopeful that you can assist me with this as I seem to have reached a standstill and do not know where to turn. I work for the XXXX XXXX XXXX, and we have investigations every 5 years. Any reported debts that are not being paid can subject us to being terminated. PayPal is currently stating I owe them and due to my non-payment has sent the charge to a Debt Collection agency. 

Thank you for any assistance you may be able to provide, Explanation of Problem On XX/XX/XXXX I used PayPal Credit to pay for tires at XXXX XXXX. When the XXXX charge appeared on my PayPal Credit account it was double charged ( PayPal Credit billed this under 2 separate Reference numbers each for the {$1100.00}. XXXX XXXX has in their system they only charged it once and they sent me the proof ). I immediately called PayPal credit to file a dispute and included all paperwork I received from XXXX XXXX showing it should have only been one charge. 

XX/XX/XXXX Paypal Credit issued an adjustment of XXXX because of the dispute. So the charge was fixed and I was only being charged XXXX. 

XX/XX/XXXX PayPal Credit charged me again for the same XXXX amount so now I again had 2 charges on my account for XXXX. 

XX/XX/XXXX PayPal Credit issued a credit from XXXX XXXX ( So Im assuming XXXX XXXX reimbursed PayPal Credit the XXXX from the dispute filed-Im assuming they must have found the double charge in their own system? ). So my account was back to me only owing PayPal Credit for the 1 charge of XXXX. 

XX/XX/XXXX PayPal Credit issued an additional credit to my account for XXXX for an unknown reason so now they were saying I didnt owe anything. 

XX/XX/XXXX PayPal Credit charged me again for the XXXX which is fine as that is what I owed and should owe. 

XX/XX/XXXX PayPal Credit again charged me for XXXX so my account stands as being double charged again. 

XX/XX/XXXX I got an e-mail from PayPal ( NOT PayPal Credit ) stating their records indicated I received a duplicate credit so they took XXXX from my PayPal wallet. 


I have called both PayPal and PayPal Credit-XXXX and both are telling me to call the other. On XX/XX/XXXX I spoke to a customer service rep with PayPal Credit who did a 3 way call with PayPal and we went through all of this. PayPal said PayPal Credit owes them the money because they paid for the dispute with PayPal Credit. However, they stated PayPal Credit would need to take care of it on their end. The PayPal Credit rep sent me a copy of all my statements, and said her only choice was to re-open the dispute to get it fixed. I received an e-mail letter dated XX/XX/XXXX from PayPal Credit stating the dispute was officially re-opened. 

Yesterday, XX/XX/XXXX I received an e-mail/letter from PayPal Credit stating they had completed their review of the dispute and their records show I received a credit for this amount on XX/XX/XXXX and they were closing the re-opened dispute. 

I received multiple emails throughout this stating my account was in the negative and I needed to pay them ASAP. XX/XX/XXXX they sent me an e-mail that they transferred the debt to XXXX to collect the debt