PayPal stole my money $257.91 , need help

[younesom]

Hi, I Haven't received my refund $257.91 from 21 October 2024 .
after waiting from 21 October 2024 , PayPal responded to my email and sent this:

"Refund source : ebay canceled order ." 

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Dear Younes Ouma,
Thank you for contacting PayPal Customer Support.    

After reviewing your account, we found that transaction amount $257.91 USD   is an authorization and not a refund to your credit card. An authorization is a temporary hold of money and not a completed charge. Please contact your credit card issuer to request they release authorization [Secret info]  as we cannot complete it.

It is my pleasure to assist you. Thank you for choosing PayPal.

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As you can see, this is unacceptable service. After reaching out to PayPal through email, phone, and even the community forums, I have received different information from each source. I’m at a loss for what to do next. PayPal is holding my money, and I can’t locate it or get it back in my account. I contacted my bank, and they confirmed that PayPal is responsible for issuing the refund, which should be returned to my Linked credit card. At this point, it feels like PayPal is making things difficult for eBay customers. This is unfair, and I want my money back.

[kernowlass]

@younesom 

If it was an authorisation then paypal never had your money.

An authorisation means the funds have not been removed until the seller confirms your order and completes payment.

Check with the funding source linked to paypal to see if the funds were ever removed. 

[younesom]

I am writing to express my frustration regarding an unresolved issue. PayPal withdrew $257.91 from my credit card on October 21, 2024, but I have not yet received the refund. I have attached pictures as proof to support my case.

I have taken multiple steps to resolve this:

1. Bank Confirmation: My bank confirmed that PayPal is responsible for sending the refund directly to my credit card linked to PayPal.
2. eBay Support: I contacted eBay support, and they confirmed the issue is on PayPal's end.
3. PayPal Support: I reached out to your support team by phone, but the problem remains unresolved.

This amount represents a significant salary in Morocco, and the lack of resolution after nearly a month has been extremely stressful. I trusted PayPal, but this experience has shaken my confidence in your service.

I urge you to take responsibility and address this issue promptly. Please investigate why my refund has not been processed and ensure the funds are returned to my credit card without further delay.

[kernowlass]

@younesom 

Contact customer services then?

[younesom]

I contacted them, but they keep replying with the same message and no solution.

[kernowlass]

@younesom 

ok, nothing we can do about that though is there unfortunately.

[younesom]

So, does this mean PayPal has stolen my money forever, and there's nothing I can do?

[kernowlass]

@younesom 

Only your bank / ebay or paypal customer services can help you with this one.

Personally I think that as it was an authorisation paypal never had the money so it would be impossible for them to refund you.

The funds should have been pending on your funding source ie card or bank and you need to resolve it with them.

[younesom]

Hi , I am reaching out again to share my frustrating experience and seek assistance. After contacting my bank (CIH BANK), they provided me with a clear solution to complete my refund. They explained that I need an ARN code (Acquirer Reference Number)—a unique 23-digit number assigned to Visa/Mastercard transactions—to track the transaction and finalize the process.

However, after contacting PayPal with this information, I was told:

"PayPal has received several complaints in the last 24 hours regarding hidden cards, particularly those linked to CIH Bank, Africa Bank, WISE, etc. We are actively collaborating with Moroccan banks to address these issues."

While this response acknowledges a larger issue, it does not resolve my specific case. I have been fighting for my refund since October 21, 2024, and despite presenting a viable solution, I am still without my money.

Adding to my concern, my VISA card is set to expire in 2025. If this situation isn’t resolved soon, the complications will worsen, leaving me in an even more difficult position. This entire experience has been incredibly disappointing, especially as a loyal eBay and PayPal user.

I am now beginning to feel that PayPal is withholding my money unfairly. It’s deeply concerning that customers like me have to endure such difficulties to retrieve their funds.

I am urging PayPal to take immediate action and provide the ARN code required by my bank. Any advice or support from the community would also be greatly appreciated.