Consumer complaint received 2019-02-05
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing

Complaint:
Complaint about PayPal I never received goods or services as agreed from the XXXX which they charged to my Paypal. PayPal is refusing to give me credit. 


I signed up with XXXX to hire contractors to ghost write some books. XXXX guaranteed that all money will be held in escrow if a Dispute is filed. Based on this guarantee and the guarantee of PayPal that I never have to pay for goods and services that was not delivered as agreed and promised, I linked my PayPal account with XXXX. 


I contracted a writer from the XXXX website. The contract was to ghost write a technical book on a certain topic. Contractor had no experience writing a technical book, therefore, Contractor agreed to get paid after submitting their partial work which is about 5 hours at $ XXXX/hour for review.

Contractor was clearly instructed to do a partial work of approximately 5 hours to submit for review. The contractor will get paid for the 5 hours of and following a review will be determined to do future work.

Contractor breached the agreement by claiming she performed the entire work and charged me 40 hours work through XXXX and send me a link for download. I never agreed to this change and refused to accept the work as the agreement was breached. I never downloaded the work that was provided to me as a link as this would show an implicit acceptance of the breach of the agreement. No download linked file was ever transferred from XXXX to me. 


I filed a dispute/complaint on XX/XX/XXXX with XXXX customer service. The person I spoke to was XXXX. I have the complete conversation recorded. XXXX walked me through the complaint to make sure that its done properly. I followed up again with their customer service on the XX/XX/XXXX and recorded the call. The agent I spoke to gave her name as XXXX, she said she is not going to give her last name and she also does not have an agent ID. She told me, to my surprise the complaint is not on the file, and I need to start another complain. She also told me the contractor was  scheduled to get paid the same day from the escrow account. By this act XXXX breached its own dispute resolution policy to protect me. They also told me this could take another week or so for me to get a response. I became convinced XXXX had no intention to uphold its own dispute resolution policy. ( I continued to receive email from XXXX with someone named XXXX as to what they are doing about getting my money back. They sent me email stating the contractor was at fault and therefore required her to return the money. XXXX also sent me additional email stating the contractor claimed she has no money to return. The best XXXX could do is to limit her ability on the website. XXXX essentially enriched itself from an illicit gain. That is the last I heard from XXXX. ) At this point I I realized I am getting a run-around from the company so I filed a complaint with Pay Pal as goods and services not delivered as agreed and promised. Additionally I was also thinking this runaround could take me outside the PayPals time to file a complaint.

PayPal initially gave me credit for {$360.00}, however after a few weeks Paypal sent me an Email stating my claim has been denied on the ground that I authorized the work. I called PayPal on XX/XX/XXXX and spoke to XXXX with ID XXXX. I explained everything to her. I said I authorized the work based on future performance which was not delivered. When I buy a product on XXXX, I authorize PayPal to pay, but only for products I receive as agreed and promised which was not the case with XXXX and certainly not to get scammed. 




I filed an appeal with PayPal and sent all my communication to PayPal proving my case that goods and services not delivered as agreed along with all the emails I received from XXXX to PayPal. 


PayPal again denied the claim stating the same reason as payment was authorized. At this point it is clear to me that PayPal is not going honor its own advertised guarantee. PayPal wants me to pay for work I never received. 


PayPal is advertising a false warranty that PayPal users do not have to pay for goods and services not delivered as agreed. Their warranty is nothing like the warranty one receives from using a Credit Card online.

In my opinion PayPal should be avoided as its guarantee is not worth the paper is written on. One should use a credit card as it offers a buyer more protection than PayPal. 


Attached are all the emails from XXXX.

Company response to consumer: Closed with explanation