Consumer complaint received 2023-05-18
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 made ( 2 ) purchases with an XXXX seller ( located overseas in XXXX XXXX ) I've had successful transactions with in the past -- -namely, negotiating a price, agreeing to the offer from the seller, then receiving the merchandise at the Post Office since the parcels were directed to a po box XXXX 

The ( 2 ) purchases were as follows : USD {$330.00} and USD {$240.00}. The order was packed into a single package and sent via XXXX with the tracking information as XXXX # XXXX. 

The item was received on XX/XX/XXXX after passing through US customs and delivered by XXXX to the USPS Location at XXXX XXXX XXXX, XXXX, XXXX  XXXX. 

After we checked the tracking, we attempted to check our po box for the calltag at our po box and not to find one on XX/XX/XXXX. 

We contacted XXXX, the Seller to inquire about the package. The seller quickly responded with the XXXX tracking information that showed the package was delivered to the US Post Office. And was told to check with the post office again, so we went back to the USPS office location and inquired with a USPS postal employee at the customer service counter only to be told that they have no way to track receipt of a non-USPS package to our po box . 

So at this point, we decided to bring the matter to PayPal 's attention asking them to inquire about the package on our behalf. We provided the tracking information and was told in 3 days that our package was delivered by XXXX and that someone signed for it on the day of the delivery being XX/XX/XXXX at XXXX XXXX XXXX XXXX Unfortunately no one from our household picked up the package given there is one key to access the po box . And our son is still at his regular Monday math tutoring class from XXXX to XXXX. 

After PayPal stated that someone signed it even against our word that no one did and the fact that we've done similar transactions and received many other parcels from the same seller in the past, that it was not true. They denied our claim, denied our appeals. 

We then reached out to XXXX directly since the seller and PayPal said they can't help us any longer and we are on our own. We reached out to XXXX and explained the situation. The XXXX recovery team investigated the matter and contacted us with 24 hours and told us they confirmed on their GPS tracker that the driver indeed made the delivery to the US Post office at XXXX XXXX XXXX and left it at the docking bay. So in XXXX words, it was delivered as specified and we're no longer pursuing the investigation. They suggested we reach back out to the USPS again for assistance.

So we completed an online form at the USPS website stating what transpired on XX/XX/XXXX. Within XXXX hours, a manager of the USPS reached back to us stating they investigated the matter, searched high and low for the package but could not find it. And said to reach back out to the seller, PayPal or XXXX for assistance. 

According to PayPal, we can't re-request another appeal. To XXXX, since we went to PayPal for help, they washed their hands of helping us. To the seller, he lives by the XXXX tracking that showed someone signed it for it -- -- despite our pleas we did not do so. 

We have a XXXX XXXX XXXX son who saved up his birthday, allowance and gift money to purchase ( 2 ) irreplacable toys from a seller whom we've dealt with on a positive note only to be denied a refund or the products.

Company response to consumer: Closed with explanation