Consumer complaint received 2019-01-11
Company: Paypal Holdings, Inc
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Ive been robbed by XXXX & PayPal, who paid no attention to the numerous problems I kept pointing out & explaining & they rushed to ruling in favor of the buyer, without any consideration of facts including serious conflicting advice Id been given by a PayPal supervisor. They instantly took my money & closed my case smack dab in the middle of XXXX & XXXX XXXX leaving me no option for Appeal! 

To Begin with, I have 100 % Perfect, Positive Feedback & there were Major problems in the way this Buyer & XXXX & especially in addition to the way PayPal has handled me, or Man Handled me if you will & Stonewalled me in this case! 

# 1. Why didn't the buyer make note of the damage with the XXXX driver at the time he took delivery of the package & why didnt the driver notice it. 

# 2. Why didnt the Buyer call XXXX & have the driver come back to make note of Damage even if it was opened even after the driver left. 

# 3. If there was that much damage, why didnt the buyer ever contact XXXX at all. 

# 4. The buyer claimed that only the cams were damaged & everything else was fine. 

# 5 I offered to send what amounted to about {$200.00} worth of additional parts which the buyer said he could use, & things I had left over from years of working on XXXX. So, I paid to send these parts out that same day to him priority mail knowing it should be more than enough to compensate him for any damage to the cams & should fully resolve the problem. 

# 6 Three weeks went by while I heard nothing else back at all & thought he was very happy & thought everything had been resolved. 

# 7 All of a sudden 3 weeks later, just before the 1-month deadline, he changed his story around altogether & changed his mind & starts claiming now that the whole cylinder heads no good, which is totally different from what hed said in the first place. Now he wants me to pay to return this 60 lb. item & give him a complete full refund, which sent me into shock. 

# 8 This guy never allowed XXXX to inspect the package & XXXX wanted to since day one with him claiming damage. Also, if it had to be returned, XXXX would have brought it back to me at N/C no matter what but giving him all the parts had me thinking he should be more than happy & that, that wasnt necessary! 

# 9. Why didn't he ever contact XXXX after I filed the damage clam with XXXX, I told him I had but he never contacted them back. XXXX finely sent me letter & said they closed since they never heard back from the buyer. 

# 10. He keeps showing the same picture which doesn't look right. He doesnt show any pictures of all the packaging. Or the 2-1/4 '' pieces of wood I had cut & fit to the inside top & inside bottom for additional protection of the head & parts. I don't see any pictures of the outside of the box showing damage or damage to the wood I had protecting that I'd expect to see! No pictures at all of any of that. I have to wonder more & more about whats gone on here! 

# 11. I kept going over this entire thing with XXXX & then also PayPal which I called initially about it & wanted to open a claim with them, but of course they advised me that the buyer has to start the claim. 

# 12. I brought this up with the buyer who didnt want to do that & claimed he paid with a credit card at which point I said well PayPal was used because they charged me {$6.00}. Right off the bat so they sure were used in the sale # 13. All this started taking hours & hours & has been very laborious. I have had to go over this over & over again now dozens of times because every time you call you get a new agent. This case so many problems that I was never comfortable unless the person I was speaking to had all the details & Id expect to get more help! 
# 14 Getting a new agent every time started becoming a nightmare & now hopes of getting more of a fair shake with PayPal, I started going over it with them. 

# 15 So I started asking for a supervisor with PayPal & began to go over the whole thing with them & starting by explaining with the fact that 5 months ago XXXX completely lost a different Accord cylinder head which I had sold on XXXX & XXXX lost it & never found it or recovered which cost me the entire sale & loss of the part & money for shipping I paid & caused me to have to make a full refund to the buyer, which I did & now it seems that they have done it again! 

# 16 As I went over everything in detail about this case & got down to whether PayPal was going to help me with my sellers guarantee this time & how XXXX was forcing me to make a full refund & also pay to ship this 60lb. Item back that the buyer was now claiming was no good at all, changing their story 3 weeks later & all that & wanting a complete refund. 

# 17 At this point the PayPal supervisor told me that I would be covered under my PayPal sellers guarantee & when I asked about XXXX demand on shipping the cylinder head back & re-explained how shipping around a worthless hunk of metal that weigh 's 60 lbs. is insane & would just be a total waist everyone involved & she specifically has advised me at that time before the XXXX case was closed to refuse & not accept the return. There were many other factors that we discussed that pointed to that decision as well, including the fact that my account states NO RETURNS right on it, So I think I have a right not to have it returned, especially because of this guy completely changing his story all around after 3 weeks! 

# 18. At that point in staying loyal to this PayPal supervisor, I put that in writing to the buyer to make sure that wasnt done & no one started to create shipping labels or incur costs for shipping it back that would in addition fall into my lap & all that was all still with the XXXX case open. I also got this supervisors employee number, So I have that & I know its all in the recordings & everything I was promised & also the advice I was given all on that same call me. 

# 19. Now at this point I also have no way of knowing whats gone on with the cylinder head. It could have been put on a car, used on it & taken back off by now, for all I know. Since I am not there to know everything that's gone on with it. I have no way to identify if its even the same one like how a junk yard would have had it engraved # 20 At this point I knew it was risky & was a gamble to sell & ship this thing thru XXXX & XXXX, but what I hadnt thought about carefully was having to gamblie on getting an honest buyer on top of everything else. At this point now, I can say Im positive I didnt get one. Now Ive had to even go thru him thumbing his nose at me & even go so far as to calling me stupid & brag about having the head assembly & all his money back now & how hes going right back to installing it as planned. Including saying he could care less about what happened to me on the deal! Also, when I ask to let XXXX inspect it still anyway, it took about 20 min for him to text the answer back for that one & he said his brother burnt the box up 2 days ago! 

# 21. So, after I went the extra mile to help this guy by paying to ship out & give this guy all kinds of extra XXXX parts, he said he needed & said he could use. I guess that kept him honest for about three weeks at which point he grew horns on his head & decided hed go for the juggler & go for broke with his lies & fraud. 

# 22. I have placed numerous calls back to PayPal & then numerous calls back to them requesting supervisors & with it getting harder & harder to get thru. I have been documenting the emp. numbers of them every time now as I dig deeper into the call where Id been promised help with my buyers insurance & advised to refuse the return which sealed my fate with the dispute. 

# 23. Ive had a PayPal account for 19 or 20 years with little to no problems in all that time, till now where Im looking for a one-time provisional credit but now the more, I call PayPal supervisors the less help I get & the more they disavow & stonewall me & the harder it is to get thru. All the proof of what was said is right there on my recording with the supervisor from the XX/XX/XXXX. 

# 24. Of course, now Ive been thru the shock of XXXX stealing & sucking the {$190.00}. Gross out of my act thru PayPal access & then XXXX charging me {$24.00}. In their % cut for the sale,  even though there was no sale, only a rip off when they took a complete refund of the gross amt while giving the part to the buyer, the PayPal charge is still there from the {$6.00} taken out when the initial {$190.00} came in, which immediately became only {$180.00}. Which was all I ever received in the first place. Not only have I been ROBBED but now, after Requesting a detailed explanation for everything PayPal promised & where I requested they pull & listen to the call & calls where I was advised that I was covered by my sellers guarantee & also, not to accept the return, which changed the course of the whole case causing it to be closed against me, but I was counting on what I was told being real & the real truthNow, I get nothing but stonewalling from PayPal! All they do now is stonewall me. I get no answer, no response after 72 hours, no explanation, no emails, nothing in writing after requesting that over & over with supervisors & writing down all their numbers each time, nothing at all, Just Nothing, Crickets .I think one supervisors mentioned that I would need to subpoena the recordings of my calls. Again let me reiterate while that was ongoing the paypal supervisor who told me I was covered with my paypal sellers assd assurance also told me not to accept the return & to let them know that. So i informed the buyer of that, they closed the case in the buyers favor & took all the money back & since PayPal has been stonewalling & refusing to live up to what the first supervisor promised me & advised me, I have that supervisors ID # & know which call it was on the XX/XX/XXXX & so far after dozens of calls to PayPal they've denied & done nothing

Company response to consumer: Closed with monetary relief