Consumer complaint received 2025-04-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Paypal Holdings, Inc
State: NC

Complaint narrative:
On or about XX/XX/year>, I entered into a contract whereby XXXX XXXX agreed to perform certain construction work, specifically grading, forming and pouring a custom concrete patio and sidewalk, including material rental, labor, and clean-up. The total cost of the project was {$4900.00}, as detailed in the Contract attached here. 
I paid a deposit of {$3100.00} via PayPal on XX/XX/year>, as requested, to begin the work, as detailed in the PayPal transaction history attached here. 
The work was scheduled to begin on Monday, XX/XX/year>. On XX/XX/year>, XXXX XXXX advised me that due to anticipated rain, the project would be delayed to avoid damaging to my yard. I agreed to the delay and was told a new start date would be provided the following day. No such update was received. 
Between XX/XX/XXXX and XX/XX/year>, XXXX XXXX communicated multiple times with me regarding rescheduling, and XXXX XXXX repeatedly delayed the project, citing issues including weather, coordination with the concrete supplier, and a personal family emergency, as detailed in the text communications attached here. 
On XX/XX/year>, XXXX XXXX acknowledged the delay and offered and {$800.00} discount on the project. 
On XX/XX/year>, after continued lack of performance, I requested a refund of the deposit and asked that XXXX XXXX retrieve his tools from my yard. XXXX XXXX agreed, stated he would cancel the concrete order, and begin the refund process. 
On XX/XX/year>, XXXX XXXX informed me that the refund was in process and would take approximately 514 days. 
As of the date of this complaint, no refund has been received, and Defendant has not performed any of the contracted work. 
I've made reasonable efforts to resolve this matter, including communicating with XXXX XXXX and allowing time for a refund. 

On XX/XX/year>, I filed a complaint with PayPal in an attempt to obtain a refund of the money I paid this person. PayPal initiated a complaint; allowed XXXX XXXX to respond, held the money out of XXXX XXXX 's account, and has refused to refund my money. I have reached out to PayPal on XX/XX/year>, XX/XX/year>, and XX/XX/year>. On each occasion, I was told the claim was in progress and that XXXX XXXX had not responded to the Complaint for a refund, but had escalated it to a claim to allow for a refund. I called PayPal on the above referenced dates and was told at each instance, the case is in progress and being reviewed by the back office and that a resolution would be reached. When asked when, I was told they do not know but usually 10 days to which I responded this has been far beyond 10 days. I have asked to speak with a manager and was finally allowed to speak to a manager who confirmed the money had been withheld from XXXX XXXX 's account, but that this is being investigated by the back office. I again inquired as to why my money has not been refunded and was told it is being investigated by the " back office ''. I would like PayPal to please explain when I will get my money back and to refund my money.

Company response to consumer: Closed with explanation