Consumer complaint received 2023-05-10
Company: Paypal Holdings, Inc
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I'm filing this complaint against PayPal for unresolved and outstanding issues regarding Fraudulent activity made on my PayPal account. 

I was disputing a fraudulent seller ( XXXX ) on PayPal whom withdrew funds using PayPal and provided no goods or services. 

I ordered a {$55.00} electric shaving razor my PayPal account was drawn for the transaction and I received no product and/or shipment or service. I reached out to the seller to no avail. My emails were ignored and the contact phone numbers were disconnected. 

I sent a series of emails to PayPal to dispute the seller as fraudulent. And was told that because I filed a dispute with the credit/debit card XXXX Bank that I would be required to work with that credit entity solely until the dispute is resolved. 

Because PayPal provided guaranteed payment protection and refunds due to fraud... I contacted requesting that the cancellation of the initial claim with XXXX ( as communicated through PayPal ) shall not proceed. 

However upon contacting PayPal regarding the issue and escalating the issue with the XXXX XXXX XXXX. PayPal determined 'falsely ' that the XXXX Bank dispute was still pending an outcome which is not true. 

The XXXX Bank claim is resolved and the PayPal dispute and claim should proceed as requested. 

PayPal provided a 'false narrative ' and did not correctly address the issue and/or read correctly the information submitted to them. 

Again I provided the disposition of the claim made through XXXX Bank to PayPal. 

I'm requesting as I requested earlier Payment protection due to fraud. And a refund of the payment made through PayPal of {$55.00}... 

PayPal would not take responsibility. 

-A total lack of resolve on the part of PayPal XXXX Total ignorance and lack thereof of responsibility. 

The complaint written to the XXXX XXXX XXXX was beyond warranted and the matter was/is still 'unresolved ' ... PayPal should have addressed these issues as they occured. This is not customer ( support ) service at all. What it is is bad/poor customer support ( if you can call it that at all ) ... services that are inadequate for anyone 's use. 

PayPal is solely responsible for the Fraudulent illegal activity ... and instead of resolving the issue ( s ) is protecting the use of Fraud and Fraudulent activities... This is illegal! And is 'Against the Law '. ( PayPal loses over XXXX XXXX XXXX dollars every year to Fraud ) On XX/XX/XXXX I received a notice via PayPal that read the following ... " Please contact your financial institution ... '' -You will need to contact your financial institution or credit card company directly for additional information and final resolution regarding the disputed transaction. If you want to cancel that claim you will also need to contact your financial institution directly ( clicking Cancel case in the PayPal Resolution Center won't cancel the claim with your financial institution ). 


This implies that Paypal can not continue until the claim is cancelled. Why would they ( Paypal ) be providing me the above statement...? 


The claim with XXXX Bank was never processed there was no dispute or claim. 
PayPal claims they can not continue or decide this case ... because a claim was processed with another institution. This is 'not ' true! No claim was ever processed. 


On XX/XX/XXXX I contacted PayPal with the following ... 'Im in the process of cancelling the claim with XXXX Bank XXXX Please provide re-assurance that once completed I'll have refund protection through PayPal. I want to check to make sure... Thanks for all you do. ' I did not receive an immediate response so I contacted again the following day XX/XX/XXXX.... Please provide the information I'm requesting. If I cancel my claim with XXXX Bank... may I continue with my disputed claim filed through PayPal? Or may I have to re-file? Please respond with the information I'm requesting as this is a time sensitive matter. 


Paypal ignored and/or refused to respond to the above letters. They provided no acknowledgement and no reason for there failure. 


I contacted again on XXXX... Please continue with the case filed against XXXX... The dispute filed with XXXX XXXX Bank has been dis-continued. Therefore, there is no longer a conflict of interest. Again please continue with my initial complaint filed against XXXX. 


Again the letter was ignored and not responded to. I received 'zero ' communication not one letter of acknowledgement to the above three letters. I did not receive a response from PayPal until I filed a complaint with the XXXX XXXX XXXX. 


No response was received by the XXXX XXXX XXXX till after XX/XX/XXXX ...? 


I wrote ... 'All information sent and received by the Bureau is open to public scrutiny ... And released as Public Information '. I advise that you respond to Complaint # XXXX in kind with the XXXX XXXX XXXX. They were a 'Failure to Respond '. 


It's obvious to me that something is seriously wrong with PayPal. Why did they refuse to respond? And why did it take them so long to respond? - '' This is a time sensitive matter. " -? 


Again PayPal claims they can not continue with the case because a claim has been processed by another institution. No claim was ever processed. You can verify this information by contacting XXXX Bank -no claim was ever processed. 


PayPal is a failure for providing inadequate customer service and implicit in protecting the use of fraud and fraudulent activities- PayPal 's failure to communicate is the direct result for/of these issues. 


PayPal needs to take responsibility. And acknowledge there wrongs. 

I am owed a refund on my PayPal account due to fraudulent activity. 

Sincerely, XXXX XXXX XXXX XXXX enclosure

Company response to consumer: Closed with explanation