Money transfer, virtual currency, or money service -- Problem adding money -- Complaint #18029529
Complaint Overview
Complaint ID: 18029529
Company: Paypal Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Problem adding money
State: New York
ZIP Code: XXXXX
Date Received: 2025-12-14T12:00:00-05:00
Date Sent to Company: 2025-12-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer 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
Frequently Asked Questions
What is Complaint #18029529 about?
Complaint #18029529 was filed against Paypal Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Problem adding money. It was received by the CFPB on 2025-12-14T12:00:00-05:00.
How did Paypal Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Paypal Holdings, INC?
Yes, visit the Paypal Holdings, INC company profile at readthecomplaint.com/company/paypal-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.