Consumer complaint received 2020-04-27
Company: Paypal Holdings, Inc
State: IA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Paypal fails to properly police the retailers that use its service as a pay provider. Complaints are not handled promptly during possible fraud. 
Paypal fails to properly police the retailers that use its service as a pay provider. Complaints are not handled promptly during possible fraud. On XXXX I made an online purchase from a retailer, XXXX   using XXXX purporting to sell reborn dolls. I only found out after paypal sent payment to XXXX that the seller called XXXX XXXX XXXX XXXX was not from alaska, usa making reborn dolls and was not named XXXX XXXX XXXX XXXX XXXX XXXX, but  actually used the name XXXX which is also a false businessness and after researching this business they are a fradulent business out of XXXX, XXXX which also runs under the name of XXXX XXXX  XXXX XXXX XXXX Once I realized I had been scammed, I immediately tried to call the numbers, one of 5 they offer on 5 different sites with different names then I disputed the charge with paypal which was {$110.00} total which paypal already sent to the fradulent seller with the paypal email of XXXX @ XXXX. Paypal after being told the seller was fradulent refused to refund my money even though only a few hours had passed and the fradulent seller 's emails all bounce back and all their numbers are fradulent! All phone numbers for the company are registered VOIP numbers in the US and not to their location in XXXX. I also did some online searches and found the business to be fraudulent as well as numerous XXXX  complaints. Most complaints suggested they also used Paypal for payment and that all had issues with Paypal making refund. I tried to initiate a compliant thru Paypal hours after the purchase through resolution center to avoid loss and harm and they refused to refund me. Paypal has been aware that this retailer has been using their service improperly and perhaps fraudulently for six months or longer. They had not shut-down the seller nor expedited the complaints and ask for refund. Had I been able to speak with someone at Paypal, and expedite the claim, then perhaps I could have received a refund. Unfortunately Paypal makes any complaint cumbersome to initiate and immediately refused my refund. Paypal receives remuneration from the seller and its rules favor the seller even when clearly consistent complaints and possible fraud should have been detected. Its impossible to chat, contact, add supporting documents, or get additional assistance thru email from Paypal. Had Paypal took the responsibility to review the business information, and done further due diligence on this fradulent seller and their fradulent website ( s ), others would not have been taken advantage and neither would I. Paypal has an obligation to protect a consumer and not immediately refuse to refund money when they knew the seller was fradulent when they are given proof by a person! 
Account ID : XXXX - Transaction ID I tried to call paypal and was hung up on four times, contacted them by email to XXXX and each time I get an automated response, tried to contact them on XXXX to let them know I was scammed, my money taken out of my paypal plus account and I never recieved the items I thought I was purchasing and their so called customer service people tell you to submit a document to them and then they completely ignore you when you do. There is no way to get from this company with online ecommerce fraud and online website fraud! Then when you make a negative yet honest post to their XXXX  page trying to seek help, they just keep deleting it ( they did this 15 times and I have proof ) which is in direct violation of the consumer protection law. Congress unanimously passed the Consumer Review Fairness Act to protect people 's ability to share in any forum their honest opinions about a business ' products, services, or conduct. Some companies had been using contract provisions - including their online terms and conditions - to threaten to sue consumers or penalize them financially for posting negative reviews or complaints. The new law makes that illegal! Any company that blocks an honest review no matter how negative on any forum is in violation of the law.

Company response to consumer: Closed with monetary relief