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UPDATED PayPal transaction issue, refund not completed

£0.00 @ Paypal
Good evening everyone, I'm looking for a little advice on this: On the 15th November I purchased some goods which came to nearly £1,000. It was on 2 separate transactions and I paid through PayP… Read More
joshp Avatar
5m, 1w agoPosted 5 months, 1 week ago
Good evening everyone,

I'm looking for a little advice on this:

On the 15th November I purchased some goods which came to nearly £1,000. It was on 2 separate transactions and I paid through PayPal as the items were on eBay. The supplier was unable to provide the goods and informed me the same day, they also initiated a refund the same day.

Anyhow on my credit card is shows the funds being debited last month however the funds have never been refunded to my card.

I've contacted my bank and PayPal regarding the issue. My bank informed me nothing had been received and there are no issues their end. PayPal have told me the refunds were completed and the funds should be showing. They informed me on the 1st December that they need to do a payment trace to find out what's happened to the funds. I was told this would take 24-72 hours. I heard nothing so I called back and was then told it is still being invested and they required 5 more days. Again, I never heard from them. After calling back again they said it's still being investigated and they will call me back tomorrow with an update.

I know their terms and conditions state refunds can take up to 30 days but I think something has gone wrong obviously. Any advice on what to do next other than keep persisting with PayPal. I think it's too early to consult the FOS.

Perhaps someone has had a simular issue.... I have many transactions all the time with PayPal and everything else is fine so this is a strange one.

Thanks in advance.

UPDATE: Finally I have my funds back. No explanation other than it was just delayed. Took around 35 days.

Is it worth making a formal complaint in writing? To be honest I would only be doing so to try and get some compensation for the inconvenience caused. Is PayPal likely going to offer anything more than an apology
Other Links From Paypal:
joshp Avatar
5m, 1w agoPosted 5 months, 1 week ago
Options

All Responses

(31) Jump to unreadPost an answer
Responses/page:
#1
Ask the bank to issue a chargeback
#2
Aside from the money issue, was a correct refund procedure done through Ebay? This is very important as I got stiched up last year through this.
#3
mike_c
Ask the bank to issue a chargeback

Thanks. The bank has already offered to do this however I thought I would wait until 30 days have passed to give PayPal a chance to resolve. I'll see what they say tomorrow I guess.

myapps
Aside from the money issue, was a correct refund procedure done through Ebay? This is very important as I got stitched up last year through this.

Yes, it was refunded properly through eBay and the transaction is showing as refunded in my PayPal account.
#4
Is the refund showing on your Paypal balance?

Edited By: afternoondelight on Dec 14, 2016 19:16
#5
Okay, sorry to hear for your troubles, I hope it gets sorted quickly.

Was the seller reputable?
#6
most refunds go to your PayPal balance, then you have to send money to your bank from your PayPal balance.
#7
Had exactly the same issue with a Purchase through Microsoft using PayPal on a Dell XPS 15. Awful experience. PayPal were beyond useless and kept saying they refunded the transaction. (They didn't). A helpful chap from Microsoft support took control of the situation, reprimanded PayPal and refunded me directly. Horror story by PayPal and I now use my Credit card for large transactions rather than the shambles of PayPal. Be warned.
#8
metal godlee
most refunds go to your PayPal balance, then you have to send money to your bank from your PayPal balance.

That's what I was wondering.
#9
afternoondelight
Is the refund showing on your Paypal balance?

No, my balance is normally £0 because I withdraw my funds immediately and I believe I would have noticed nearly £1000 being received.

The funds were returned to the original payment method, I paid through PayPal using my credit card.

myapps
Okay, sorry to hear for your troubles, I hope it gets sorted quickly.
Was the seller reputable?

Thank you. Yes, I believe so. They are a business seller too.

metal godlee
most refunds go to your PayPal balance, then you have to send money to your bank from your PayPal balance.

When a refund is made it is returned to the original payment method normally, from experience. Anyhow as I wrote above I would have noticed nearly £1000 on my balance.
#10
To add to the above, I just realised that I don't believe I can request a chargeback because it was through PayPal. I recall that is not possible as the payment was to another financial service.
#11
Do u have any other cards even old ones still on your PayPal account? As this happened to me before and PayPal had send the refund to an expired card number and it took them over 3 weeks to find out what they had done wrong
#12
You should of got a email from PayPal saying you have been refunded.. Look for that
#13
dee_mcg_1
Do u have any other cards even old ones still on your PayPal account? As this happened to me before and PayPal had send the refund to an expired card number and it took them over 3 weeks to find out what they had done wrong

I have other cards but its say it's been returned to the original. Have not had any issues before but I will keep this in mind in case something like this has happened. Thanks

Edited By: joshp on Dec 14, 2016 21:20
#14
wayners
You should of got a email from PayPal saying you have been refunded.. Look for that

Yes, I have that.....?
#15
joshp
wayners
You should of got a email from PayPal saying you have been refunded.. Look for that

Yes, I have that.....?


Ok. Just checking.. You got everything but the dosh.. Something went wrong then as money was never received by you even though it should of. Guess you need to keep tring to get answers annoying and frustrating as that is.
#16
Yes you can issue a chargeback if payment was taken from your bank card. Paypal charge the seller £14 per chargeback on top of the refund.
#17
I had this issue a few weeks ago where I somehow managed to pay for an item twice via 1 paypay transaction. Immeditately contacted paypal and they cancelled one of them. A week later I noticed both payments had still come out from my bank. I queried this with paypal and they wanted me to provide a bank statement to prove it left my account and not come back. They gave me a specific website to upload some documents so they could track, but I felt that wasn't quite right.

So I called paypal again, managed to get through to someone in the UK, I explained the issue, they understood everything, they went away and came back a few minutes later saying it will be in your account in 4 days from now.

Maybe worth another phone call to paypal?
#18
You can request a chargeback on any credit card transaction (bit different for debit cards) regardless of who it goes thru or by
#19
I have been having a similar issue with Paypal.

They've owed me almost £500 since 17th November.

It was a refund from the Pink Floyd store who issued the refund the same day I made the transaction.

The money has been sitting 'Pending' in my Paypal account since the 17th.

This is a Paypal issue. They've acknowledged it and have said it's a technical issue and i'm not the only one affected. I've spoken to CS and their managers, but all I get is 'your account has been escalated to the Technical team who are aware of the issues'. Still no money though.

My payment came direct from my bank account.
#20
Rich44
You can request a chargeback on any credit card transaction (bit different for debit cards) regardless of who it goes thru or by

Charge backs are for debit cards section 75 for credit cards.
#21
n00dles0up
I had this issue a few weeks ago where I somehow managed to pay for an item twice via 1 paypay transaction. Immeditately contacted paypal and they cancelled one of them. A week later I noticed both payments had still come out from my bank. I queried this with paypal and they wanted me to provide a bank statement to prove it left my account and not come back. They gave me a specific website to upload some documents so they could track, but I felt that wasn't quite right.
So I called paypal again, managed to get through to someone in the UK, I explained the issue, they understood everything, they went away and came back a few minutes later saying it will be in your account in 4 days from now.
Maybe worth another phone call to paypal?

Thanks, I've called again. Been told to wait until 30 days. I miss calculated and it is tomorrow, so I will see then and they've promised to call me back.

psychedelicrenegade
I have been having a similar issue with Paypal.
They've owed me almost £500 since 17th November.
It was a refund from the Pink Floyd store who issued the refund the same day I made the transaction.
The money has been sitting 'Pending' in my Paypal account since the 17th.
This is a Paypal issue. They've acknowledged it and have said it's a technical issue and i'm not the only one affected. I've spoken to CS and their managers, but all I get is 'your account has been escalated to the Technical team who are aware of the issues'. Still no money though.
My payment came direct from my bank account.

That's strange, however yours does state it is still pending? Mine was completed straight away.
#22
joshp
n00dles0up
I had this issue a few weeks ago where I somehow managed to pay for an item twice via 1 paypay transaction. Immeditately contacted paypal and they cancelled one of them. A week later I noticed both payments had still come out from my bank. I queried this with paypal and they wanted me to provide a bank statement to prove it left my account and not come back. They gave me a specific website to upload some documents so they could track, but I felt that wasn't quite right.
So I called paypal again, managed to get through to someone in the UK, I explained the issue, they understood everything, they went away and came back a few minutes later saying it will be in your account in 4 days from now.
Maybe worth another phone call to paypal?
Thanks, I've called again. Been told to wait until 30 days. I miss calculated and it is tomorrow, so I will see then and they've promised to call me back.
psychedelicrenegade
I have been having a similar issue with Paypal.
They've owed me almost £500 since 17th November.
It was a refund from the Pink Floyd store who issued the refund the same day I made the transaction.
The money has been sitting 'Pending' in my Paypal account since the 17th.
This is a Paypal issue. They've acknowledged it and have said it's a technical issue and i'm not the only one affected. I've spoken to CS and their managers, but all I get is 'your account has been escalated to the Technical team who are aware of the issues'. Still no money though.
My payment came direct from my bank account.
That's strange, however yours does state it is still pending? Mine was completed straight away.
An update on my situation.

I called Paypal again yesterday, and i've had the below response this morning.



PayPal

We’re sorry for the inconvenience.

(Name removed)

Due to a technical issue, your refunds may have been held temporarily for 24 October - 13 November, 2016 transaction, amounting (amount removed) GBP, despite successful bank completion status on the payment transactions. We apologize for any inconvenience this may have caused. The good news is that this issue has been resolved and your refunds will be processed in next 3-4 business days.

If you have any questions, please contact us by using the Help & Contact link on any PayPal page.

Thanks for your understanding. We appreciate your business.

PayPal

It may be worthwhile giving them a call and ask CS to escalate to the technical team as that's who are dealing with any issues.
#23
psychedelicrenegade
joshp
n00dles0up
I had this issue a few weeks ago where I somehow managed to pay for an item twice via 1 paypay transaction. Immeditately contacted paypal and they cancelled one of them. A week later I noticed both payments had still come out from my bank. I queried this with paypal and they wanted me to provide a bank statement to prove it left my account and not come back. They gave me a specific website to upload some documents so they could track, but I felt that wasn't quite right.
So I called paypal again, managed to get through to someone in the UK, I explained the issue, they understood everything, they went away and came back a few minutes later saying it will be in your account in 4 days from now.
Maybe worth another phone call to paypal?
Thanks, I've called again. Been told to wait until 30 days. I miss calculated and it is tomorrow, so I will see then and they've promised to call me back.
psychedelicrenegade
I have been having a similar issue with Paypal.
They've owed me almost £500 since 17th November.
It was a refund from the Pink Floyd store who issued the refund the same day I made the transaction.
The money has been sitting 'Pending' in my Paypal account since the 17th.
This is a Paypal issue. They've acknowledged it and have said it's a technical issue and i'm not the only one affected. I've spoken to CS and their managers, but all I get is 'your account has been escalated to the Technical team who are aware of the issues'. Still no money though.
My payment came direct from my bank account.
That's strange, however yours does state it is still pending? Mine was completed straight away.
An update on my situation.
I called Paypal again yesterday, and i've had the below response this morning.
PayPal
We’re sorry for the inconvenience.
(Name removed)
Due to a technical issue, your refunds may have been held temporarily for 24 October - 13 November, 2016 transaction, amounting (amount removed) GBP, despite successful bank completion status on the payment transactions. We apologize for any inconvenience this may have caused. The good news is that this issue has been resolved and your refunds will be processed in next 3-4 business days.
If you have any questions, please contact us by using the Help & Contact link on any PayPal page.
Thanks for your understanding. We appreciate your business.
PayPal
It may be worthwhile giving them a call and ask CS to escalate to the technical team as that's who are dealing with any issues.

Thanks.

Well 30 days has now passed and the funds are still not back in my account. They are suppose to be calling me again today so I look forward to that.
banned#24
When you click into the original transaction what does it say? Does it say refunded with a dotted line underneath?
#25
joetootell
When you click into the original transaction what does it say? Does it say refunded with a dotted line underneath?

It says "Refunded - Purchase".
#26
the refund goes to your PayPal balance not your card
#27
sa1211
the refund goes to your PayPal balance not your card

Not always true, most of my refunds go back to my original card.

Nonetheless, it has certainly has not appeared on my balance either.

Edited By: joshp on Dec 22, 2016 23:16: .
#28
UPDATE: Finally I have my funds back. No explanation other than it was just delayed. Took around 35 days.

Is it worth making a formal complaint in writing? To be honest I would only be doing so to try and get some compensation for the inconvenience caused. Is PayPal likely going to offer anything more than an apology.
#29
joshp
UPDATE: Finally I have my funds back. No explanation other than it was just delayed. Took around 35 days.
Is it worth making a formal complaint in writing? To be honest I would only be doing so to try and get some compensation for the inconvenience caused. Is PayPal likely going to offer anything more than an apology.

I'd say it's unlikely. I reckon you'll have to just suck it up and move on.
#30
miikeyblue
joshp
UPDATE: Finally I have my funds back. No explanation other than it was just delayed. Took around 35 days.
Is it worth making a formal complaint in writing? To be honest I would only be doing so to try and get some compensation for the inconvenience caused. Is PayPal likely going to offer anything more than an apology.
I'd say it's unlikely. I reckon you'll have to just suck it up and move on.

Thanks for the advice. Yeah, that's what I am worried about and it would just be a waste of my time but I've never made a formal complaint with them so wasn't sure what to expect.
#31
joshp
miikeyblue
joshp
UPDATE: Finally I have my funds back. No explanation other than it was just delayed. Took around 35 days.
Is it worth making a formal complaint in writing? To be honest I would only be doing so to try and get some compensation for the inconvenience caused. Is PayPal likely going to offer anything more than an apology.
I'd say it's unlikely. I reckon you'll have to just suck it up and move on.
Thanks for the advice. Yeah, that's what I am worried about and it would just be a waste of my time but I've never made a formal complaint with them so wasn't sure what to expect.
Unless you've incurred charges on your credit card? If so I would at least try.

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