Consumer complaint received 2021-03-04
Company: Paypal Holdings, Inc
State: NE
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
In XXXX of XXXX, we agreed to purchase an amount of five ( XXXX ) custom made tumblers from a seller located in XXXX, Nebraska called " XXXX XXXX '' The amount charged by the seller was {$220.00}, with an agreed delivery date on or before XXXX XX/XX/XXXX. The seller did NOT make the date, and we asked for a refund. The seller ceased ALL contact with us, and we were forced to file a dispute against the seller with PayPal , Inc . However on XXXX XX/XX/XXXX, we noticed that {$220.00} had been charged against our PayPal account. We filed a report with the Omaha Police Department, but were informed that we would have to work with PayPal regarding the unauthorized transaction. After contacting PayPal, we were informed that the charge had been initiated by " XXXX XXXX. '' We filed an " unauthorized transaction '' case and PayPal issued us a " provisional credit '' while they investigated. However, they determined that " there was no unauthorized transaction '' and that it was " consistent with our account activity. '' Continuing to XX/XX/XXXX, we continued to dispute this charge as " items not received '' on the advice of one of their customer service representatives ( XXXX XX/XX/XXXX, Dispute Case ID : XXXX ). Based upon this new case, the original case ( Dispute Case ID : XXXX ) was found in our favor and the money refunded XXXX XX/XX/XXXX. We thought that was the end of it. We were wrong. On XXXX XX/XX/XXXX, we were informed that our account was going to be debited {$220.00} ( Dispute Case ID : XXXX ). This surprised us, as we thought the matter had been found in our favor. We began to dispute this case in XXXX of XXXX as " items not received '' since that was what the customer service representative had told us to file it as, rather than an unauthorized transaction. While the case was in dispute, PayPal retained the services of a collection agency and we received a letter informing us that PayPal was attempting to collect this debt. I contacted PayPal again asking that debt collection efforts cease. I was asked for additional information, which I had already provided to PayPal and it was at that point I was told to change this to an " unauthorized transaction. '' I informed the PayPal representative that we had tried this already, and that it was not found in our favor. The case was changed for me by PayPal to an " unauthorized transaction '' on XXXX XX/XX/XXXX XXXX Dispute Case ID : XXXX ). I was then informed by email that a new case had been opened XXXX XXXX ( PP-I-XXXX XXXX for this complaint, since the reason had been changed. I was again informed by email on XXXX XX/XX/XXXX that PayPal " completed our review of your unauthorized activity case, and weve determined there was no unauthorized use. '' I was again contacted by PayPal on XXXX XX/XX/XXXX that my account was going to be debited for the amount of {$220.00}. 
I contacted PayPal on XX/XX/XXXX informing them that I was going to continue to dispute this charge because it was not our responsibility. I was told by a XXXX customer service representative named XXXX that he : " went ahead and submitted a ticket to our back office team to get this case resolved for you as it has been open since XX/XX/XXXX. I don't show that the seller provided us with any tracking number or proof of delivery. Unfortunately, the case it self is stuck in a pending status which is why I submitted this case to our back office team to correctly make the changes and close in your favor. '' I was informed by XXXX that the ticket number was XXXX. But today, I was contacted by PayPal through email that my account was going to be debited for the amount of {$220.00} anyway. I have no idea what is going on, nor do I know how/when/if the case was going to be found in my favor.

This is incredibly frustrating. I've been a customer of PayPal 's for at least 10 years and have never had this kind of problem. I just want my money back and be able to move on from this. The fact that this has lasted more than a year is XXXX, in my opinion.

Company response to consumer: Closed with non-monetary relief