Consumer complaint received 2026-03-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
On XX/XX/XXXX PayPal was running a promotion wherein all purchases up to {$1200.00} made via PayPal 's XXXX in XXXX installment program would receive 20 % back in rewards per transaction. On XX/XX/XXXX I made XXXX ( XXXX ) purchases for {$150.00} each at XXXX XXXX via my PayPal account, which is XXXX. The XXXX points, which are equivalent to {$60.00} USD, showed as pending in my PayPal account almost immediately following the XXXX respective purchases. XXXX PayPal 's reward program terms, it can take up to XXXX calendar days for rewards to post so that they may be redeemed for cash. On XX/XX/XXXX I contacted PayPal via chat to inquire about the rewards as they were still in pending status and I had never had rewards remain pending this long. I was unable to get past the AI bot. On XX/XX/XXXX I contacted PayPal via chat again and chatted with an agent. The agent instructed me to call the rewards dedicated team at XXXX and further stated : I would like to 100 % assure you that our team will be able to assist you with this as soon as you contact them over the phone. I called this number several times that day and for the next few days that followed, but was unable to get past the automated voicemail system. On XX/XX/XXXX I called yet again and was able to reach a live agent. The agent informed me that I had to wait until XXXX calendar days had passed, which would occur on XX/XX/XXXX. He stated that if I did not receive the XXXX points by then that a ticket would be opened to have the issue resolved. He too assured me I would be credited the XXXX points without issue. On XX/XX/XXXX I called again. The agent I spoke to informed me that the points were now processing and I would have them soon. I expressed concern that the rewards still showing as pending on my end, but she assured me she showed them as processing and I just had to wait a little longer. On XX/XX/XXXX the points had still not posted to my account so I called PayPal yet again. I spoke to a live agent and requested a supervisor. The supervisor was unable to open a ticket and did not know how to proceed. After about XXXX minutes on the call, I was forwarded to yet another supervisor, but this one was located in the XXXX. She informed me that I had to wait XXXX business days for the rewards to process before a ticket would be opened. I responded that this conflicted with PayPals written terms and that numerous agents had previously confirmed that it was in fact XXXX calendar days. The woman quickly became irate, but stated that she had opened a ticket and PayPals rewards team would contact me via email with XXXX hours. As of the time of this complaint, it was been nearly XXXX hours over XXXX full day past the latest deadline provided by PayPal. The points remain in pending status XXXX days post-purchase. The team that was supposed to resolve the issue has not resolved it, nor have they contacted me as promised. I have been a loyal, dedicated XXXX customer for XXXX years. I have attached several screenshots ( compiled into a single PDF ) supporting my claim and simply want the XXXX points ( equal to {$60.00} USD ) that I am owed.

Company response to consumer: Closed with explanation