Consumer complaint received 2021-06-17
Company: Paypal Holdings, Inc
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX : I purchased a XXXX blanket on a XXXX XXXX XXXX from a company page titled XXXX XXXX XXXX. The blanket I purchased was supposed to be a 60 '' x90 'XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$270.00} USD. I received the blanket on XX/XX/XXXX and notified the seller immediately showing proof that the blanket was only 60 '' x82 '' in length. The seller took no accountability for the length discrepancy and stated that if I wasn't happy that I'd have to send the blanket back on my own dime in addition to charging me a 5 % restocking fee. I told them that was unacceptable as the blanket was still brand new with tags, I notified them of the length discrepancy the same day as receipt of the blanket, and since the blanket was a double-sided luxe blanket, I was shorted 16 '' of overall fabric. The seller continued to be uncooperative, so I filed a PayPal dispute on XX/XX/XXXX with case ID # XXXX. 

XX/XX/XXXX : I hadn't received a response to my PayPal dispute filed, so I called my bank to file a dispute through XXXX XXXX and was given claim # XXXX. 

XX/XX/XXXX : I received an email from PayPal advising they had decisioned in my favor and that I would need to send the blanket back to the seller, retain the receipt as proof the item had been returned and submit to PayPal, and I would be refunded the amount for the blanket, plus shipping. 

XX/XX/XXXX : Returned blanket to seller and sent copy of the receipt with dispute filed through PayPal as instructed. USPS Tracking # XXXX. 

XX/XX/XXXX : Received email from PayPal acknowledging the dispute I filed with XXXX XXXX. 

XX/XX/XXXX - XX/XX/XXXX : I don't remember the exact date, but I called into PayPal regarding the email I received on XX/XX/XXXX. The gentleman I spoke with advised me to cancel my dispute with XXXX XXXX as PayPal had already made a decision in my favor and they couldn't proceed until I cancelled the dispute with XXXXl XXXX. As verbally instructed by PayPal, I called XXXX XXXX and cancelled the dispute. 

XX/XX/XXXX : PayPal sent an email stating that they were not going to issue a refund. 

XX/XX/XXXX : I didn't open the email until this date and immediately called into PayPal to find out why they went back on their decision to issue the refund. Representative stated it's because I had opened a dispute with XXXX XXXX. I advised the representative of the call I made sometime between XX/XX/XXXX - XX/XX/XXXX and as instructed by that representative, I called XXXX XXXX to cancel the dispute. The representative transferred me to a supervisor who CONFIRMED they decisioned in my favor, confirmed through USPS that the item had been returned as the seller was unresponsive, and they would pull the recorded call from when I called in between XXXX/XXXX/XXXX - XX/XX/XXXX to proceed with issuing the refund, plus shipping to me. 

XX/XX/XXXX : No response received from PayPal, so I called XXXX XXXX, and was advised to send in proof of dispute filed through PayPal and dispute was decisioned in my favor. Documentation sent in to XXXX XX/XX/XXXX : XXXX XXXX sent an email that no errors were found matching the amount of {$270.00} USD? 

XX/XX/XXXX : Opened email sent by XXXX XXXX on XX/XX/XXXX and called as the response didn't make sense. Representative filed a new dispute through XXXX XXXX with claim # XXXX. 

XX/XX/XXXX : XXXX XXXX sent an email stating the dispute was denied as the dispute was filed outside of chargeback timeframe? 

XX/XX/XXXX : Called XXXX XXXX and they stated the only route I have left to get my money back from PayPal is to file a CFPB dispute. 

I am filing this dispute because I purchased a blanket on XX/XX/XXXX in the amount of {$270.00} USD that was supposed to be 60 '' x90 '' XXXX XXXX XXXX XXXX on XXXX XXXX ; when I received the blanket was only 60 '' x82 '' and the seller was uncooperative and wouldn't take any accountability for the fabric shortage, hence why I filed a dispute through PayPal. PayPal notified me the dispute was decisioned in my favor, so the blanket was sent back to the seller on XX/XX/XXXX as instructed by PayPal ; however, I have yet to be refunded the {$270.00} USD I paid for the blanket, nor the {$20.00} USD I paid to ship it back to the seller.

Company response to consumer: Closed with monetary relief