Consumer complaint received 2018-12-26
Company: Paypal Holdings, Inc
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, purchased via Paypal XXXX XXXX. On XXXX, vendor sent email refunded the money. Paypal refused to refund the money and locked the account so I longer can file a disputes. Paypal never contacted me - when calling them the wait time was 1 hour left a phone number to call back. They never did. Sent email to CEO, he laughes and deletes the email and blocks receiving emails. 

Paypal policy Does PayPal cover my purchase if there's a problem? 
When buyers pay with PayPal on any website, PayPal Purchase Protection covers them in case there is a problem. If an item doesnt arrive or is significantly not as described, we will help buyers get a full refund. 

To qualify for PayPal Purchase Protection : Use PayPal to complete your payment. 

Let the seller know there's a problem with the transaction by opening a dispute in the Resolution Center within the timeframe noted in the transaction details. If you can't resolve the issue with the seller, escalate the dispute to a claim within 20 days of the date you opened the dispute. 

Keep your PayPal account in good standing. 



Whats covered with PayPal Purchase Protection You bought a book, but received a DVD You bought an item described as new, but received something that was used You purchased 3 items, but only received 2 The item was damaged during shipping The item is missing major parts ( that the seller didnt report ) You purchased an item described as authentic, but received a knockoff instead Whats not covered with PayPal Purchase Protection Real estate Motorized vehicles Custom-made goods that are significantly not as described Industrial machinery Prepaid cards Items that violate our policies Anything bought in person ( not over the internet ) Send Money transactions to friends or family Disputes filed more than 180 days after the purchase for item not received and significantly not as described claims Unauthorized transaction claims reported more than 60 days after the transaction date of the transaction Items that were described accurately by the seller Account Protection If you report an unauthorized transaction problem within 60 days from the transaction date, well investigate right away. You arent liable for unauthorized purchases made from your account. 

Responsive Support We're here to help. Tell us if you suspect strange activity, identity theft, or phishing and well be on the case. Help us by forwarding any suspicious emails to XXXX so we can investigate. 

You're Protected If : 1. You were charged for something you didn't purchase.

This may mean someone has used your PayPal account without your knowledge or approval. Report it within 60 days and PayPal will investigate. You will be covered by our {$0.00} Liability for Eligible Unauthorized Transactions program. 

2. Your order never arrives. 

All you have to do is log in to your account and open a dispute to get the refund process started. If you made the purchase on XXXX, start here instead. 

3. Your order arrives, but it's significantly different than it was described. 

There are a variety of scenarios that meet this condition, for instance : You received a completely different item. 
Example : You purchased a book, but received a DVD. 

The item is missing parts or features, and this was not disclosed. 
Example : The listing said batteries included, but they weren't. 

You purchased a specific quantity of an item, but received the wrong amount. 
Example : You purchased five pairs of fuzzy dice and only received four. 

The item was damaged en route to its destination. 
Example : You bought a beautiful antique lamp, and it arrived in pieces. 

You received a counterfeit version of the item. 
Example : You purchased a XXXX, but received a XXXX.

Company response to consumer: Closed with explanation