Consumer complaint received 2025-10-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Paypal Holdings, Inc
State: NY

Complaint narrative:
b'I am writing to file a complaint regarding an ongoing issue with XXXX concerning an unreceived payment for a purchase (from the "XXXX" company). Despite numerous attempts to resolve this directly with both XXXX XXXX XXXX since XXXXXXXX XXXX, the matter remains unresolved.\n\nOn *XXXX XXXX XXXX, a payment of XXXX XXXXXXXX  was initiated by XXXX XXXX Hyperwallet, intended for my XXXX  account linked to XXXX (Phone XXXX XXXX XXXX XXXX XXXX. I received an email from XXXX  on the same day, FebruXXXX XXXX XXXX XXXX XXXX XXXX, asking me to accept the payment. However, the funds were never received in my account.\n\nI have been in continuous communication with both companies, sending a total of 13 emails and more than 15 phone calls to XXXX XXXX XXXX XXXX. Key dates of my communication with VXXXX XXXX XXXX XXXX: Initial contact with XXXX support regarding the missing payment.\nXXXX XXXX XXXX XXXX Follow-up with XXXX, attaching proof of payment.\nXXXX XXXX XXXX XXXX XXXX stated they could not locate the transaction.\n- XXXX XXXX XXXX XXXX reiterated they could not locate the payment and asked the sender XXXX) to contact them directly.\n-XXXXXXXX XXXX XXXX XXXX informed me my email was unverified when the payment was sent and that my account was suspended on XXXX XXXX XXXX, preventing payment receipt. They escalated my case for manual review.\n- XXXX XXXX XXXX XXXX requested a password change to unfreeze my account.\n-XXXX XXXX XXXX: I requested my account be unfrozen.\n- XXXX XXXX XXXX XXXX confirmed my account was unfrozen.\n- XXXX XXXX XXXX XXXX again stated they could not locate the payment and recommended contacting the sender.\n- XXXX XXXX XXXX: A chat transcript with XXXX support confirms they could not verify the payment was received on their system and advised me to work with XXXX XXXX XXXX XXXXXXXX: Based on the information received from XXXX, I sent an email to XXXX with the Hyperwallet Transaction ID and requested an investigation.\n- XXXX XXXX XXXX: I resent the request to XXXX, adding case number XXXXXXXX XXXX XXXX XXXXXXXX: I requested the latest information on the case from XXXX XXXX XXXX XXXX I followed up with XXXX for updates.XXXX, on multiple occasions, has provided definitive proof that the payment was successfully transferred to XXXX via Hyperwallet, XXXX XXXX XXXX XXXX XXXX XXXX XXXXDate of TransferXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXDescriptionXXXX Payout to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXXHyperwallet Transaction IDXXXX XXXXXXXXXXXX XXXX XXXXRecipient EmailXXXX XXXX  has consistently stated that XXXX is the only party able to assist me, as they confirmed the funds were successfully transferred to XXXX Despite providing XXXX with all this information, including transaction IDs and email screenshots, XXXX repeatedly states they cannot locate the payment.\n\nThis situation has caused significant frustration and financial inconvenience. I urge the CFPB to investigate this matter thoroughly and facilitate a resolution. I require a clear explanation of where these funds are and when I can expect to receive them.'

Company response to consumer: Closed with explanation