Consumer complaint received 2026-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: CO

Complaint narrative:
Consumer Complaint PayPal Missing Refund for Denied Payment ( {$350.00} ) I am filing this complaint regarding a {$350.00} payment sent through PayPal to XXXX XXXX that was denied by the recipient but not returned to my account. Transaction ID : XXXX Related ID : XXXX The recipient denied the payment. According to XXXX own policy, a denied or unclaimed payment should be automatically canceled and refunded to the original payment method. However : The funds have not been returned The transaction is no longer visible in my account activity PayPal can not locate a refund associated with the transaction PayPal can not confirm where the funds are currently held PayPal has provided inconsistent explanations, including : Stating the transaction is unclaimed Stating refunds occur automatically after cancellation Stating they can not find any refund associated with the transaction Stating they do not have information on where the funds are currently held Additionally, PayPal referenced dispute case XXXX and marked it as : Closed Paid another way Resolved with PayPal Protection This is misleading. The original case had already been denied, and I canceled the appealnot the underlying issue of missing funds. Canceling an appeal does not confirm that funds were returned and does not resolve the missing funds issue. As of now : The payment was denied The funds were not returned The transaction is not visible PayPal can not locate or account for the money This is not a dispute issue. This is a failure to return funds after a denied transaction. RESOLUTION REQUESTED : I am requesting : XXXX. Immediate location and release of the {$350.00} XXXX. Confirmation of where the funds are currently held XXXX. Written explanation of why the refund was not processed as required XXXX. Correction of the case status to reflect that the issue remains unresolved I am attaching supporting screenshots showing : Transaction status inconsistencies PayPal support responses Missing refund confirmation These records demonstrate that the funds were not returned despite denial of the payment.STATEMENT OF FACTS AND SUPPORTING EVIDENCE I am submitting the attached screenshots as supporting evidence of missing funds and inconsistent transaction reporting involving multiple {$600.00} transactions processed through PayPal and XXXX in XX/XX/year>. These exhibits should be reviewed collectively, as they demonstrate a pattern of internal inconsistency rather than a single isolated error. EXHIBIT GROUP A XXXX TRANSACTION STATEMENTS These records show the following transactions as completed : Transaction ID XXXX {$600.00} ( Total {$610.00} ) to XXXX XXXX on XX/XX/year> Cash Pickup Transaction ID XXXX {$600.00} ( Total {$610.00} ) to XXXX XXXX on XX/XX/year> Debit Card Deposit Transaction ID XXXX {$600.00} ( Total {$610.00} ) to XXXX XXXX on XX/XX/year> Cash Pickup Transaction ID XXXX {$200.00} ( Total {$200.00} ) to XXXX XXXX on XX/XX/year> Debit Card Deposit These statements reflect completed transactions, indicating that funds were processed through the system. EXHIBIT GROUP B PAYPAL TRANSACTION STATUS DISPLAYS These screenshots show the same transactions being labeled inconsistently as : Pending for transactions shown as completed by XXXX Canceled for transactions shown as completed elsewhere Duplicate entries appearing and later disappearing At XXXX point, multiple XX/XX/XXXX transactions are visible in PayPal activity ; at a later point, at least XXXX of those transactions is no longer present. EXHIBIT GROUP C PAYPAL CHAT AND SUPPORT RECORDS PayPal representatives and system responses provide conflicting statements, including : Confirmation that specific transaction IDs exist, followed by inability to locate those same transactions Statements that transactions are pending, while others state they are canceled Statements that canceled transactions are automatically refunded, without corresponding evidence of those refunds Instructions to review account activity for transactions that are not visible in the account Acknowledgment of multiple transactions, followed by statements that no matching refund or record can be found SUMMARY OF CONTRADICTIONS Across the attached exhibits, the same transactions are described inconsistently as : Completed ( XXXX XXXX ) Pending ( PayPal system ) Canceled ( PayPal system ) Missing or not found ( PayPal support responses ) Additionally : At least one transaction appears in PayPal activity and later disappears PayPal acknowledges transaction IDs but later can not locate them PayPal states refunds should occur automatically but can not show where all funds were returned CORE ISSUE This is not a dispute over authorization or timing. The issue is that : Funds were processed through the system Transactions are inconsistently recorded across platforms At least XXXX transaction is no longer visible in account activity PayPal can not confirm the location or return of all associated funds This reflects a failure in transaction tracking and internal reconciliation, resulting in funds that have not been properly accounted for. REQUEST FOR RESOLUTION I am requesting : XXXX. A full internal trace of all listed transaction IDs XXXX. Confirmation of the current location of each set of funds XXXX. Immediate return of any funds not already refunded XXXX. Written clarification reconciling the conflicting transaction statuses reflected in the attached exhibits The attached evidence demonstrates that this issue requires backend investigation and can not be resolved through standard customer service responses.TOTAL AMOUNTS AT ISSUE The transactions identified above total : {$2400.00} in principal across XXXX transactions {$2400.00} including associated fees These totals are based on the completed transaction amounts reflected in the XXXX records. PayPal has not provided a consistent accounting of where all corresponding funds were returned, and at least XXXX transaction can not be reconciled across the systems or account history. These totals represent the amount subject to verification and reconciliation through the requested internal XXXX XXXX I am seeking a clear and complete resolution to the issues described above, specifically : XXXX. A full internal trace and reconciliation of all identified transaction IDs, including confirmation of how each transaction was processed across both PayPal and XXXX systems XXXX. Written confirmation of the current location and status of all funds associated with these transactions XXXX. Immediate return of any funds that have not already been refunded or can not be properly accounted for XXXX. Correction of any inaccurate or inconsistent transaction records reflected in my PayPal account history XXXX. A written explanation addressing the discrepancies between PayPal and XXXX records, including why transactions appear as completed in XXXX system while simultaneously listed as pending, canceled, or missing in another XXXX. Confirmation that all associated fees charged in connection with these transactions have been refunded if the underlying transactions were not successfully completed or reconciled This matter involves not only missing or unverified funds, but a broader failure of transaction tracking and record consistency, and requires formal review beyond standard customer service channels.

Company response to consumer: Closed with monetary relief