Purchasing 2 Chegg Study Pack and didn't get to use their services

[Anas_Sulhi]

I've just made 2 transactions to Chegg for their study pack on 23 April 2022 (Malaysia time). The first transaction, it goes through and I got to use the service for about 10 minutes before I got kicked out, stating in their email that I need to update my payment information. I click the link and it brought me to the page where it says nothing about updating my payment information but a resubscribe button. So I resubscribe again, thinking that maybe that was a fluke and it happen again the second time. I checked my Paypal, it states that the transaction is pending for both transactions but I checked my Chegg account Orders tab, and both orders said Expired on 22 April 2022 (Chegg time) which is the same day that I subscribe to their services. When I asked Chegg about this transaction, they said the transaction is not going through but at the same time, both money already got deducted from my bank account and had not been refunded yet. So how can I escalate this matter since money is crucial to me because I'm a student?

[PayPal_Siobhan2]

Hi @Anas_Sulhi, 

Thank you for contacting the PayPal Community Forum, and welcome as a new member! 

I am sorry to hear of the issues you have experienced when trying to complete this transaction. When you place an order using PayPal, your bank/card issuer will debit the funds from your account and hold them in a pending balance while waiting for the merchant to complete your order. As the order has "Expired", no funds will be processed through PayPal, and credited to the merchant. Please contact your bank/card issuer and ask them to remove the pending hold on these funds. Once the hold has been removed, the funds will be placed back into your available bank/card account. 

- Siobhan