Consumer complaint received 2025-12-27 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: UT

Complaint narrative:
1. Summary of the Problem I am outraged at XXXX mishandling of a {$750.00} refund that they claim to have credited to my debit card it never posted. 

I requested the 23-digit Acquirer Reference Number ( ARN ), necessary for my bank to trace the transaction. XXXX  provided a 12-digit number ( XXXX ) and falsely claimed it was an ARN. My bank confirmed it can not trace any transaction using that number.

For nearly three months, I have spent hours calling XXXX  every 23 days, always receiving the same meaningless response : We will escalate your case to the correct department and someone will reach out to you within 35 business days. 

No action was ever taken. On my most recent call, a supervisor hung up on me while I calmly requested the correct ARN or written confirmation that it does not exist.

2. Evidence Attached Screenshots of chat conversations with XXXX  support, showing they refused to provide the correct ARN.

Bank statements clearly showing the {$750.00} refund never posted to my XXXX debit card, despite these being provided to XXXX  over two months ago.

3. How XXXX  Violated Its Own Policies A. Protection from Unauthorized Transactions XXXX  promises to cover users for unauthorized activity if the user cooperates. I followed all procedures, yet : XXXX  misrepresented the {$750.00} refund as processed when it was not.

Refused the correct ARN or written confirmation.

Prevented my bank from investigating the transaction.

B. Error Resolution Policy XXXX  states : We will determine whether an error occurred within 10 Business Days If we need more time, we may take up to 45 days we will provisionally credit your XXXX  account within 10 Business Days for the amount you think is in error.

Violation : Nearly three months have passed without investigation.

No provisional credit was issued.

Promised escalations were empty ; no correction occurred.

C. Reporting Unauthorized Transactions XXXX  requires users to notify them immediately of errors or unauthorized transactions, which I did repeatedly. 

Violation : XXXX  refused to investigate or provide correct documentation, giving a 12-digit number instead of the 23-digit ARN.

D. Timely Credit of Funds XXXX  states : If we determine that there was an error, we will promptly credit the full amount of the error into your XXXX  account within 1 Business Day. 

Violation : No credit has been issued for the {$750.00} error. 

My account went negative and was closed due to XXXX failure. 

E. Obligation to Provide Accurate Documentation XXXX chargeback and dispute policies require accurate documentation ( including ARNs ) for banks to process disputes. 

Violation : XXXX  provided incorrect documentation.

Refused written confirmation or proper transaction traceability.

4. Financial and Personal Harm {$750.00} remains uncredited despite XXXX  claiming it was processed.

Checking account went negative, causing account closure.

Lost countless hours on the phone and in-person at my bank. 

Experienced ongoing frustration and stress due to XXXX refusal to act.

Company response to consumer: Closed with monetary relief