Consumer complaint received 2023-10-17
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
ON XX/XX/XXXX I PURCHASED 6 TICKETS FOR XXXX XXXX XXXX XXXX XXXX THROUGH XXXX XXXX XXXX XXXX XX/XX/XXXX, Preapproved Payment Transaction ID : XXXX - {$1500.00} USD USING MY PAYPAL ACCOUNT THE TICKETS WERE FOR XX/XX/XXXX ON XX/XX/XXXX I WENT TO DOWNLOAD MY TICKETS ONLY TO FIND A BLACK SCREEN. I THEN IMMEDIATELY CALLED THE TICKET FULFILLMENT CENTER @ XXXX @ XXXX spoke with XXXX for over 45 mins, I explained to her that I was getting a black screen and I could not download the tickets she stated they would get problem fixed and resend the link. I got the new link and again it did not work. Called the same number @ XXXX and spoke with XXXX and was told they will resend the link when they got the issue resolved that they working on issue - received a new link and still not working- called same number @ XXXX spoke to XXXX and was told it was a XXXX XXXX  issue, I then put the XXXX XXXX XXXX XXXX XXXX ) on hold and called XXXX XXXX  on my business phone put both calls on at the same time, and XXXX stated that this was not there issue that it was the seller 's issue and XXXX had no information regarding my tickets. XXXX also stated that when the page comes up blank/black it's because there is fraud involved. XXXX then told me to hang up with XXXX and that it is there issue and I would have to call back again at XXXX XXXX, because he can't fix the problem right now. I stated even tho the tickets are 100 % refundable if buyer is unhappy or we can't get tickets that he could not refund me right now? He that I would have to wait until XXXX on XX/XX/XXXX and that at that time I would either be refunded or I would get tickets that were comparible or better that the tickets I had ororiginally purchased. I stated that I have to have the tickets now or my money refunded because I have a 8 hour drive to get to the event. He stated that he could not do that but rest assure that I would have my tickets or my refund by XX/XX/XXXX at XXXX. I let him know at that point I wanted a refund, he stated that he would process it, and I would receive an email by XXXX on XX/XX/XXXX. I have never received an email or the tickets. On XX/XX/XXXX I had to re-purchase tickets. On XX/XX/XXXX at XXXX I filed a dispute claim with Paypal XXXX I gave them all the above information, Case ID : XXXX Disputed amount : {$1500.00} USD Seller info : XXXX XXXX XXXX XXXX XXXXXXXX XXXX Date reported : XX/XX/XXXX As I was checking in on my claim, with Paypal it stated that the case closes on XX/XX/XXXX pending the sellers response- which was very confusing. I called Paypal on XX/XX/XXXX @ XXXX @ XXXX spoke with XXXX XXXX I asked him to clarify what the case closes means, he stated that the case will close on XX/XX/XXXX @ XXXX if they do not get a response from the seller, at which time they will take the money from the sellers account and refund my account. I said to clarify there is nothing else that I need to do? He stated that is correct, and if there are any updates I would receive an email with the updates. On XX/XX/XXXX I checked my paypal account to see that my case was closed but there was no refund to my account, I called paypal again @ XXXX and spoke with XXXX XXXX I went over everything I stated above with him and he advised the case had been closed and I was given incorrect information, that I had to escalate the claim before XXXX on XX/XX/XXXX or the claim closes and is unable to be reopened once it is closed. I stated that all their calls are recorded and they could listen to the call and would hear for themselves that the information I received was incorrect, he stated that he understood that and because of that he was doing everything he could to fix it, I was on hod for over 32 mins and the call disconnected. On XX/XX/XXXX @ XXXX I called paypal again and spoke with Hope, once again I went over all the above information with her, he stated that she was getting the case escalated due to misinformation, she stated that I would receive an email within 24 hours if my case would be reopened or not, but she did not see any reason why they would not reopen it. I have not received an email from paypal. I have done my due diligence and have called everyone involved in this fraudulent transaction, it is very apparent that the XXXX XXXX XXXX and PayPal work together in these fraudulent transactions. I would like a full refund in the amount of {$1500.00} that was paid in good faith through my paypal account for tickets that were purchased for an event that I never received and had to re-purchase a whole another set of tickets.

Company response to consumer: Closed with explanation