Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
Company : PayPal / PayPal Credit  XXXX XXXX XXXX  ) Issue : Incorrect billing / duplicate charge / chargeback mishandling Product : PayPal Credit XXXX XXXX XXXX  ) ________________________________________ What happened ( in plain language ) : I am filing this complaint because PayPal made a duplicate debit to my regular PayPal balance on XX/XX/XXXX for {$3400.00}, even though XXXX XXXX  ( PayPal Credit ) had already fully closed the associated chargeback and reversed the provisional credit on XX/XX/XXXX. 
This error has resulted in an incorrect negative balance of {$3400.00} being placed on my PayPal account, and PayPal has been refusing or unable to correct it for nearly three months, despite : Multiple calls to PayPal Credit ( XXXX ) Multiple calls to PayPal Multiple conference calls involving both Dozens of chats Numerous uploads of documentation XXXX  repeatedly confirming the case is closed and that the debit needed correction by PayPal, not XXXX PayPal agents giving conflicting, incorrect information PayPal continuing collections emails, and texts In addition to emails and text messages, I am also receiving multiple collection phone calls from PayPal during this dispute, which is causing additional stress and confusion and are inappropriate given that the negative balance was created by PayPals own system error. 
PayPal still claims they are waiting for XXXX, even though XXXX already closed the case on XX/XX/XXXX and states they have no open dispute and no pending action. The PayPal system simply never applied the closure correctly and treated one legitimate refund as if it were two, resulting in an XX/XX/XXXX duplicate debit. 
________________________________________ Transaction timeline with exact amounts and dates : Original transaction : XX/XX/XXXX Charge for {$3400.00} XX/XX/XXXX Refund {$3400.00} ( first credit ) XX/XX/XXXX Provisional credit {$3400.00} ( from my dispute ) XX/XX/XXXX Provisional credit reversed {$3400.00} ( XXXX  charged back my PayPal Credit account ) Up to this point : One charge + one refund + one provisional credit + one reversal = {$0.00} balance. 
Everything is correct through XX/XX/XXXX. 
PayPals internal error : XX/XX/XXXX PayPal debited my regular XXXX balance {$3400.00} This was done because PayPal mistakenly believed there were two refunds, even though XXXX had already reversed the provisional credit on XX/XX/XXXX. 
This XX/XX/XXXX debit is the duplicate, and it is the source of the negative balance. 
________________________________________ XXXX Bank 's official determination : XXXX  formally closed the chargeback on XX/XX/XXXX, and confirmed : The dispute is fully closed The provisional credit was reversed on XX/XX/XXXX There is no second credit PayPals XX/XX/XXXX debit was not generated by XXXX PayPal must resolve the duplicate debit internally I have uploaded the official closure letter from XXXX  dated XX/XX/XXXX. 
________________________________________ PayPals ongoing failure to correct the error : Despite more than XXXX phone calls, dozens of chat sessions, and constant collection notices : PayPal keeps claiming they need something from XXXX  that XXXX  already provided PayPal agents repeatedly contradict each other Multiple representatives admitted the negative balance is due to the provisional credit being removed which already happened on XX/XX/XXXX They created a ticket ( XXXX ) but no one will give a status or fix the issue PayPal continues to call and text me about the debt even though the chargeback is closed I have repeatedly provided documentation showing there are 2 credits and 2 charges, not 2 credits and 1 charge. 
________________________________________ What I am requesting : I am requesting that PayPal : 1. Reverse the duplicate debit made on XX/XX/XXXX, which created the artificial negative balance.

2. Remove all collection flags and collection calls/texts/emails immediately.

3. Correct my PayPal account balance to {$0.00}, as it should be based on the actual transaction history.

4. Provide written confirmation that my record and credit will not be impacted. 
This is simply correcting an internal accounting error after the chargeback was already resolved by XXXX.

Company response to consumer: Closed with monetary relief