Consumer complaint received 2025-12-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Problem adding money — 
Company: Paypal Holdings, Inc
State: NY

Complaint narrative:
To Whom It May Concern, {$1300.00} was transferred from my XXXX  XXXX checking account to my XXXX  account on XX/XX/XXXX. XXXX  received this amount on XX/XX/XXXX but did not make it available to me. I request that XXXX either credit my account with {$1300.00} or provide a full accounting showing where the funds were applied. 

Details : On XX/XX/year> I transferred {$1300.00} from my Checking account ( XXXX  XXXX x XXXX to my XXXX  account ). I thought the transaction did not go through so I pressed " send '' again and sent another {$1300.00} right after. 

When I realized the money was sent twice, I contacted XXXX  ( via chat support ) and they said they can't reverse the transaction. 
I called XXXX XXXX and they did. At this time I had {$1300.00} on my checking account ( with XXXX XXXX ) As of XXXX  XXXX XXXX my account balance was - {$1200.00}. The same day came back to {$4.00} with the reversal. 

Subsequently I noticed XXXX  suspended my XXXX  account and my balance was showing two transactions - {$1200.00} ( Account Recovery Payment ) & - {$50.00} ( dispute debit ) I contacted XXXX  support via chat. They created a case number XXXX and they told me the second {$1300.00} should arrive on XX/XX/XXXX and my account will be back to normal. 
I waited for the second transaction to arrive on my XXXX. 

XX/XX/XXXX, I called XXXX for the suspension and they reactivated my account and I had {$50.00} on my account from a separate payment. I transferred this {$50.00} to my bank so I had a remaining balance of {$0.00} on my XXXX  but not {$1300.00} as I had expected. 

Then I saw the XXXX on my account transactions ( XX/XX/XXXX ) but my balance was still {$0.00} When I called cust service and asked XXXX  what's going on they said because the first transfer was disputed they paid XXXX  XXXX which left my account on a negative and when the second payment came they kept the money because I owed them so now I have {$0.00} not {$1300.00}. 

I called XXXX XXXX and started a dispute. ( Claim number XXXX ) They said XXXX  provided them info ( attached ) that my account did receive the {$1300.00} and closed the case. 

I visited a branch in XXXX and spoke to a banker to make sure I was indeed missing the {$1300.00}. After she looked at my accounts and confirmed it, she called the claims dept on my behalf and asked the case to be reviewed again in an effort to help me. 

I also called and asked the XXXX dept to reopen the case after I received an email from showing them showing a statement from XXXX  that the {$1300.00} was successfully transferred to XXXX  /debited from my checking. 

I explained that even though the transaction was authorized and successful, XXXX  kept the money on the basis that they funded the first reversal and they did not make it available to me as my balance is {$0.00} not {$1300.00}. They said they will consider the case again but I should contact XXXX  and sort it out with them. 

I called XXXX  again and they insisted I should contact my bank because the money was returned to them and that there is no further info they can release me because the disputes are handled by a different department and they have no phone access. When I challenged them by simply asking if my account should have been on {$0.00} if they never received the money or {$1300.00} if they did receive it, they hung up on me. 

Attached, please find my bank statements from XXXX  XXXX and XXXX  for XXXX & XXXX As well as chat support screenshots with XXXX  XXXX

Company response to consumer: Closed with explanation