Consumer complaint received 2025-07-18 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Paypal Holdings, Inc
State: PA

Complaint narrative:
My husband sent me {$1200.00} to XXXX from his credit union account to send to my citizens bank account on XX/XX/XXXX. We are going on vacation and we wanted to have money in the citizens account. I opted to do the instant transfer and was charged {$21.00} and {$1200.00} was to be sent to my citizens account ending in XXXX. XXXX XXXX by and the funds never reach my account. I sent the XXXX to my account at XXXX and hours later, still no funds. I called XXXX customer service and spoke to a representative. He saw the transaction and said this is very rare that this happens, but it was an error on their end and he refunded me the {$21.00} and said the money will be in my account within XXXX hours. I was told my account is in good standing and this is an error on their end that will be resolved. I wait over XXXX hours and make a second call and the next rep I spoke with, XXXX, said we need to file a dispute. He saw the transaction, said the same thing, its an error on their end and he will do his best to expedite this since we are going on vacation. He sent the dispute to an account specialist to review and he said they coordinate with the bank, get a tracking number to find where the money is, and it will get resolved from there. This was on XX/XX/XXXX. Today, XX/XX/XXXX, I receive a push notification saying your dispute has been denied. I got into my XXXX account to see if there are any details as to why the dispute is denied, and an error message comes up saying the page is not available or has expired. I make a third call today and speak with another representative, XXXX, and explained the situation again. He saw the dispute was denied, but really didnt give me any information as to why. He asked if the last representative asked for a bank statement showing the money never reached the account, and I said he did not. XXXX sent me an email with a link to provide photos of my transactions from XX/XX/XXXX to today XX/XX/XXXX. I sent the photos and he said the appeal can take up to XXXX business days. This evening I received an email from an account XXXX in response to an email I sent yesterday asking if theres any details on the dispute and explained again, this needs to be handled. Its over {$1200.00} floating around somewhere and we need our money for an upcoming trip. XXXX responds by saying thanks for bringing this to our attention, she sees the dispute was denied and claims theres was an email sent today with a reference number. There was no email sent. I checked my email and junk. Theres nothing. When I click on disputes in my XXXX account, theres not even XXXX showing. I get an error message. Its been almost a week and no progress. Theres lack of communication and no sense of urgency on something they admitted was an error on their end. I will be attaching transactions, bank statement and corresponding emails to show proof of this ongoing issue XXXX having with XXXX

Company response to consumer: Closed with explanation